ITIL V3 Foundation Certification Paper 3

1

  ITIL V3 Foundation Certification Paper 3

ITIL (Information Technology Infrastructure Library) was launched in June 2007.

ITIL V3 primarily describes the Service Lifecycle of IT Service Management.ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. (It is to be noted that there is no formal independent 3rd Party Compliance Assessment available for ITIL compliance in an organisation, Certification in ITIL is only available to individuals and relates to their knowledge of the 5 books).

ITIL V3 Exam Questions and Answers

Which sub process of Capacity Management focuses on the IT Infrastructure that is used to support provision?

  A. Business Capacity Management

  B. Component Capacity Management

  C. Service Capacity Management

  D. All of the above

  <ANSWER>Component Capacity Management</ANSWER>

 

   2

  The information security policy should include all of the following policies EXCEPT

  A. A charging policy

  B. A record retention policy

  C. A Email policy

  D. An asset disposal policy

  <ANSWER>A charging policy</ANSWER>

 

   3

  What is the purpose of Service Design?

  A. To define the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization’s business outcomes

  B. To ensure that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle

  C. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

  D. To plan out the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments

  <ANSWER>To plan out the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments</ANSWER>

 

   4

  Which of the following is NOT a purpose of the Service Asset and Configuration Management (SCAM) process?

  A. To determine the most appropriate releaseunit level for each asset or component

  B. To ensure that accurate and reliable information about assets is available when and where it is needed

  C. To include details of how assets have been configured and the relationships between assets

  D. To ensure that the assets required to deliver services are properly controlled

  <ANSWER>To determine the most appropriate releaseunit level for each asset or component</ANSWER>

 

   5

  Which statement about IT Operations Management is CORRECT?

  A. It is responsible for ensuring that business and IT services provider strategies and plans are closely aligned

  B. It is responsible for performing the daily activities needed to manage IT services and the supporting IT infrastructure

  C. It is responsible for managing risks that could seriously impact IT services

  D. It is responsible for allowing users to make use of IT services, data or other assets

  <ANSWER>It is responsible for performing the daily activities needed to manage IT services and the supporting IT infrastructure</ANSWER>

 

   6

  Which statement about the scope of Access Management is CORRECT?

  A. It involves the implementation of the policies from Information Security Management

  B. It is applied to any facet of service management that needs to be closely managed and that can be automated

  C. It allows users to make use of IT services, data, or other assets

  D. It ensures that access to services is available at the times that were agreed upon

  <ANSWER>It involves the implementation of the policies from Information Security Management</ANSWER>

 

   7

  Which stages of the ITIL framework represent the revolving lifecycle stages of the lifecycle hubandspoke design?

  A. Service Design, Service Transition and Continual Service Improvement

  B. Service Strategy, Service Operation and Continual Service Improvement

  C. Service Design, Service Transition and Service Operation

  D. Service Strategy, Service Design, and Service Operation

  <ANSWER>Service Design, Service Transition and Service Operation</ANSWER>

 

   8

  Which aspect of service design is reviewed to make sure that existing roles and responsibilities have the ability to support a new service?

  A. Design of Service Solutions

  B. Design of management information system and tools

  C. Design of required processes

  D. Design of measurement methods and metrics

  <ANSWER>Design of required processes</ANSWER>

 

   9

  Your organization is in the process of developing multilevel service agreements. Which of the following is NOT a layer within a multilayer service level agreement?

  A. Customer Level

  B. Corporate Level

  C. Service Level

  D. Strategic Level

  <ANSWER>Strategic Level</ANSWER>

 

   10

  Which of the following is an example of the management information systems and tools aspect of Service Design?

  A. Customer and User Satisfaction Survey

  B. Service Catalogue

  C. Financial Information and Budgets

  D. Service Level Agreements

  <ANSWER>Service Catalogue</ANSWER>

 

   11

  Which aspect of Availability is a measure of how long an IT service can perform its agreed function without interruption?

  A. Maintainability

  B. Reliability

  C. Availability

  D. Serviceability

  <ANSWER>Reliability</ANSWER>

 

   12

  Which of the following is the BEST description of a service?

  A. A structured collection of activities that are intended to achieve a specific goal

  B. A way of delivering value to customers by helping to bring about results customers want to accomplish without owning the specific costs and risks

  C. Any capability or resource used by a service provider to provide utility and warranty to a customer

  D. Any capability or resource used by a customer to accomplish a business result

  <ANSWER>A way of delivering value to customers by helping to bring about results customers want to accomplish without owning the specific costs and risks</ANSWER>

 

   13

  Which of the following resource can be used to indicate a breach to a service level target?

  A. Authority Matrix

  B. RACI Matrix

  C. Pareto Chart

  D. Service Level Agreement Monitoring (SLAM) chart

  <ANSWER>Service Level Agreement Monitoring (SLAM) chart</ANSWER>

 

   14

  Which type of service change is BEST described as a preauthorized change that is low risk, relatively common, and follows a procedure or work instruction?

  A. Standard Change

  B. Minor Change

  C. Normal Change

  D. Emergency Change

  <ANSWER>Standard Change</ANSWER>

 

   15

  Which design feature for vital business functions (VBF) refers to an approach used to provide maximum availability of an IT service?

  A. Fault Tolerance

  B. Continuous Availability

  C. High Availability

  D. Continuous Operation

  <ANSWER>Continuous Availability</ANSWER>

 

   16

  Which of the following is a major Service Design aspect?

  A. Strategies and Strategic Plans

  B. Request for Changes (RFCs) to resolve operational issues

  C. Management Information System and Tools

  D. Service Level Agreements (SLA)

  <ANSWER>Management Information System and Tools</ANSWER>

 

   17

  Which of the following Service Design aspects specifically include the Service Catalogue?

  A. Design of Technology and Management Architectures

  B. Design of Measurement Methods and Metrics

  C. Design of Management Information System and Tools

  D. Design of Service Solutions

  <ANSWER>Design of Service Solutions</ANSWER>

 

   18

  Which of the following activities are included in IT Operations Management?

  A. Access Management and IT Service Continuity Management (ITSCM)

  B. Application Service Provider (ASP) and Facilities Management

  C. IT Service Management (ITSM) and Release and Deployment Management

  D. IT Operations Control and Facilities Management

  <ANSWER>IT Operations Control and Facilities Management</ANSWER>

 

   19

  Which of the following BEST describes an alert?

  A. A design flaw or malfunction that causes a failure of one or more IT services or other configuration items (CIs)

  B. A notification that a threshold has been reached, something has changed, or a failure has occurred

  C. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  D. A change of state that has significance for the management of an IT service or other configuration item (CI)

  <ANSWER>A notification that a threshold has been reached, something has changed, or a failure has occurred</ANSWER>

 

   20

  Which of the following is responsible for negotiating agreements between the service provider and customer, as well as ensuring that these agreements are met?

  A. Supplier Management

  B. Service Level Agreement (SLA)

  C. Demand Management

  D. Service Level Management (SLM)

  <ANSWER>Service Level Management (SLM)</ANSWER>

 

   21

  Which of the following is the BEST description of a function?

  A. A team or group of people and the tools they use to carry out one or more processes or activities

  B. A structured set of activities designed to accomplish a specific objective

  C. A temporary organization, with people and other assets required to achieve an objective or other outcome

  D. A connection or interaction between the IT service provider and the business

  <ANSWER>A team or group of people and the tools they use to carry out one or more processes or activities</ANSWER>

 

   22

  Which of the following is one of the five major Service Design aspects?

  A. Measurement Methods and Metrics

  B. Standard Operating Procedures

  C. Vital Business Function

  D. Shared Service Unit

  <ANSWER>Measurement Methods and Metrics</ANSWER>

 

   23

  What do the four P’s of Service Design represent?

  A. People, Process, Principles and Profit

  B. People, Process, Products, and Projects

  C. People, Process, Products and Partners

  D. People, Process, Principles and Partners

  <ANSWER>People, Process, Products and Partners</ANSWER>

 

   24

  What is the purpose of Service Operation?

  A. To ensure that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle

  B. To plan out the services, governing practices, processes, and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments

  C. To define the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization’s business outcomes

  D. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

  <ANSWER>To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers</ANSWER>

 

   25

  Which of the following is used to manage the lifecycle of a single change?

  A. Request for Change (RFC)

  B. Standard Change

  C. Change Model

  D. Change Record

  <ANSWER>Change Record</ANSWER>

 

   26

  Which of the following does NOT describe Application Management?

  A. It helps to decide if an application will be bought or built

  B. It is the software that provides functions that are required by an IT service

  C. Any department, group or team that is involved in managing and supporting operational applications can execute this function

  D. It is the function that is responsible for managing applications throughout their lifecycle

  <ANSWER>It is the software that provides functions that are required by an IT service</ANSWER>

 

   27

  Which of the following aspects of Service Management would be included in the scope of Event Management?

  A. Configuration items (CIs)

  B. Environmental conditions

  C. Security

  D. All of the above

  <ANSWER>All of the above</ANSWER>

 

   28

  Which of the following is an interface with Incident Management from the Service Design stage of the Service lifecycle?

  A. Service Level Management (SLM)

  B. Access Management

  C. Problem Management

  D. Change Management

  <ANSWER>Service Level Management (SLM)</ANSWER>

 

   29

  What is the purpose of Continual Service Improvement (CSI)?

  A. To ensure that new, modified or retired services meet the expectations of the business as documented in the Service Strategy and Service Design stages of the lifecycle

  B. To plan out the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of service into supported environments

  C. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

  D. To ensure that IT services are aligned with changing business needs by identifying and implementing enhancements to IT services that support business processes

  <ANSWER>To ensure that IT services are aligned with changing business needs by identifying and implementing enhancements to IT services that support business processes</ANSWER>

 

   30

  Which of the following statements about Serviceability is CORRECT?

  A. Customers require Service Level Agreements (SLAs) containing reliability targets

  B. Maintainability is the primary service target within SLAs for the business and customers availability

  C. Reliability and Maintainability targets within Operational Level Agreements (OLAs) should refer to the endtoend service

  D. All of the above

  <ANSWER>Reliability and Maintainability targets within Operational Level Agreements (OLAs) should refer to the endtoend service</ANSWER>

 

   31

  Which of the following is MOST strategically focused on achieving service levels?

  A. IT Operations Management

  B. Release and Deployment Management

  C. Business Relationship Management

  D. Service Level Management (SLM)

  <ANSWER>Business Relationship Management</ANSWER>

 

   32

  Which type of external stakeholder of an IT service provider is the person or group who defines and agrees to the service level targets?

  A. Suppliers

  B. Customers

  C. Vendor

  D. Users

  <ANSWER>Customers</ANSWER>

 

   33

  Which of the following is a value that is a result of implementing good Service Transition?

  A. Reduced frequency and duration of service outages

  B. Allows the service provider to promptly and effectively respond to changes in the business environment

  C. Improved quality of service

  D. Improved control of service assets and configurations

  <ANSWER>Improved control of service assets and configurations</ANSWER>

 

   34

  Service desks can be structured in many ways. How would a Centralized Service Desk be described?

  A. Several Service Desks merged into a single location

  B. A Service Desk that gives the impression that it is a single centralized Service Desk, but in fact the personnel are scattered or located in any number (or type) of geographical locations

  C. A Service Desk that includes two or more geographically dispersed Service Desks and provides 24hour followthesun service

  D. A Service Desk that is colocated within, or that is physically located to, the users it serves

  <ANSWER>Several Service Desks merged into a single location</ANSWER>

 

   35

  Which step of the Continual Service Improvement (CSI) approach involves implementing IT Service Management (ITSM) processes?

  A. Where are we now?

  B. How do we get there?

  C. Where do we want to be?

  D. How do we keep the momentum going?

  <ANSWER>How do we get there?</ANSWER>

 

   36

  What can Service Automation improve?

  A. Accounting and Agreement

  B. Environment and Partnership

  C. Input and Output

  D. Utility and Warranty

  <ANSWER>Utility and Warranty</ANSWER>

 

   37

  Which of the following is a responsibility of the process practitioner?

  A. Creating or updating records to prove that activities have been carried out correctly

  B. Supplying goods or services that are required to deliver IT Services

  C. Managing the lifecycle of all incidents

  D. Appointing people to the required roles

  <ANSWER>Creating or updating records to prove that activities have been carried out correctly</ANSWER>

 

   38

  Which statements about the Service Knowledge Management System (SKMS) are CORRECT?

  A. Configuration data is stored in the configuration Management Database (CMDB), which is fed through the Configuration Management System (CMS) to the SKMS.

  B. The CMS is part of the SKMS

  C. The SKMS provides support for making informed decision and delivering services

  D. All of the above

  <ANSWER>All of the above</ANSWER>

 

   39

  Which of the following is the purpose of Change Management?

  A. To ensure that changes are documented and analyzed.

  B. To make effective use of overall risk by accepting potentially beneficial risks

  C. To ensure that requests for change align with the business needs of the service

  D. To ensure beneficial changes to be made with minimum disruption to IT Services

  <ANSWER>To ensure beneficial changes to be made with minimum disruption to IT Services</ANSWER>

 

   40

  Which of the following is NOT an output of Service Level Management (SLM)?

  A. Service Improvement Plan (SIP)

  B. Update to Request for Changes (RFCs)

  C. Uptodate Service Portfolio

  D. Updated requirements for Underpinning Contracts

  <ANSWER>Uptodate Service Portfolio</ANSWER>