ITIL V3 Foundation Certification Paper 5
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
ITIL V3 Exam Questions and Answers
81
Financial Management is
responsible for
A. Budgeting
B. Accounting
C. Charging
D. All of the above
<ANSWER>All of the
above</ANSWER>
82
Analyzing Pattern of Business
Activity is responsibility of
A. Demand Management
B. Service Level Management
C. Service Portfolio Management
D. Capacity Management
<ANSWER>Demand
Management</ANSWER>
83
Service Portfolio categorizes
the risk in to following categories
A. Grow the business
B. Run the business
C. Transform the business
D. All of the Above
<ANSWER>All of the
Above</ANSWER>
84
Outcome of existing Service
Portfolio analysis leads to
A. Retain and Replace
B. Rationalize and Refactor
C. Renew and Retire
D. All of the Above
<ANSWER>All of the
Above</ANSWER>
85
Service Portfolio is sum of
A. Service Pipeline and Service Catalogue
B. Service Design and Service Strategy
C. Service Catalogue and Service Design
D. None of the above
<ANSWER>Service
Pipeline and Service Catalogue</ANSWER>
86
Which of the following
statements about the Service Owner is INCORRECT?
A. Carries out the daytoday monitoring and operation of the service they
own
B. Contributes to continual improvement affecting the service they own
C. Is a stakeholder in all of the IT processes which support the service
they own
D. Is accountable for a specific service within an organization
<ANSWER>Is
accountable for a specific service within an organization</ANSWER>
87
Demand Management is about
A. Understanding the Pattern of Business Activity (PBA)
B. Influencing demand
C. Both of them
D. None of the above
<ANSWER>Both of
them</ANSWER>
88
Continual Service Improvement
expect all Service Managers to identify and differentiate between two basic
role:
A. Productions Vs Operations
B. Productions Vs Project
C. Operations Vs Project
D. None of the above
<ANSWER>Productions
Vs Project</ANSWER>
89
Core Objective of Service
Improvement should be:
A. Increasing Efficiency
B. Maximizing Effectiveness
C. Optimizing cost of services and underlying ITSM process
D. All the above
<ANSWER>All the
above</ANSWER>
90
Improvement cannot be achieved
without clear and unambiguous accountabilities
A. True
B. False
<ANSWER>True</ANSWER>
91
In Continual Service
Improvement (CSI), Deming cycle is critical at following points
A. Implementation of CSI
B. Application of CSI to services and service management process
C. Both of the above
D. None of the above
<ANSWER>Both of
the above</ANSWER>
92
Your measurement framework
should address following as, basic reason to monitor and measure
A. Validate, direct, intervene and justify
B. Verify, improve, review and update
C. Review, improve, verify and validate
D. Validate, review, improve and measure
<ANSWER>Validate,
direct, intervene and justify</ANSWER>
93
ITIL is compliant to following
ISO models:
A. ISO20000
B. ISO27000
C. ISO19770
D. None of the above
<ANSWER>None of
the above</ANSWER>
94
To Support Continual Service
Improvement (CSI) activities, organization needs to collect following types of
metrics
A. Technology, Process and Service
B. People, Process and Technology
C. People, Process and Partner
D. Service, Technology and People
<ANSWER>Technology,
Process and Service</ANSWER>
95
Service Reporting is
responsibility of
A. Service Reporting Process
B. Service Level Management
C. Both of the above
D. None
<ANSWER>Both of
the above</ANSWER>
96
What are various cost involved
in Continual Service Improvement (CSI) implementation
A. Labor Cost and expertise cost
B. Tooling cost and training cost
C. Both of the above
D. None of the above
<ANSWER>Both of
the above</ANSWER>
97
Which of the following do
Technology Metrics measure?
A. Components
B. Processes
C. The end to end service
D. Customer Satisfaction
<ANSWER>Components</ANSWER>
98
Which of the following do
Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
<ANSWER>The end to
end service</ANSWER>
99
Which of these is the correct
set of steps for the Continual Service Improvement Model?
A. Devise a strategy; Design the Solution; Transition into Production;
Operate the Solution; Continually Improve
B. Where do we want to be?; How do we get there?; How do we check we
arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the
outcomes; Implement the plan; Check the plan has been properly implemented;
Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do
we get there?; Did we get there?; How do we keep the momentum going?
<ANSWER>What is
the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?</ANSWER>
100
An organization has undertaken
the first two steps in the 7Step Improvement Process, and has found a large gap
between what it believes it SHOULD measure, and what it IS ABLE TO measure. The
organization is in the process of drafting SLAs. What is the BEST way of
dealing with this limited measurement capability in the short to medium term?
A. SLAs should include targets based on what should be measured;
Monitoring capabilities will then be gradually enhanced to allow the necessary
monitoring and reporting to be introduced
B. Work on the SLAs should be suspended until adequate monitoring
capabilities are available to support the required targets
C. SLAs should include targets based on what can currently be measured;
SLA targets should be gradually enhanced as increased monitoring capability
becomes available
D. Operational Level Agreements (OLAs) and UCs should be examined, and targets
should be included in the SLA to match those in the OLAs/UCs
<ANSWER>SLAs
should include targets based on what should be measured; Monitoring
capabilities will then be gradually enhanced to allow the necessary monitoring
and reporting to be introduced</ANSWER>
101
An important beginning point
for highlighting Continual Service Improvement is perform:
A. Baseline
B. Process Audit
C. Process Assessment
D. Statistical Analysis
<ANSWER>Baseline</ANSWER>
102
Continual Service Improvement
is expected to identify faults or weaknesses in which of the following
Lifecycle phases?
A. All phases of the Service Lifecycle
B. All phases of the Lifecycle, except Service Strategy
C. All phases of the Lifecycle, except CSI
D. Service Design, Service Transition and Service Operation only
<ANSWER>All phases
of the Service Lifecycle</ANSWER>
103
Which of the following is NOT
an aim of the Change Management process?
A. To ensure the impact of changes are better understood
B. To ensure standardized methods and procedures are used for efficient
and prompt handling of changes
C. To ensure that all changes to Service Assets and Configuration Items
(CIs) are recorded in the Configuration Management System (CMS)
D. To deliver and manage IT services at agreed levels to business users
<ANSWER>To deliver
and manage IT services at agreed levels to business users</ANSWER>
104
Identify the processes covered
as part of Service Transition?
A. Change Management, Service Asset and Configuration Management, Release
and Deployment Management
B. Change Management, Capacity Management, Event Management, Service
Request Management
C. Service Level Management, Service Portfolio Management, Service Asset
and Configuration Management
D. Service Asset and Configuration Management, Release and Deployment
Management, Request Fulfillment
<ANSWER>Change
Management, Service Asset and Configuration Management, Release and Deployment
Management</ANSWER>
105
Most important activity of
Change Management is
A. Change Impact Assessment
B. Deploying Change
C. Managing CI during change process
D. Managing Known error
<ANSWER>Change
Impact Assessment</ANSWER>
106
What are various types of
change
A. Strategic Change
B. Tactical Change
C. Operational Change
D. All of the above
<ANSWER>All of the
above</ANSWER>
107
MTRS is defined as
A. Mean time to restore service
B. Mean time to resolve service
C. Maximum time to resolve service
D. Maximum time to restore service
<ANSWER>Mean time
to restore service</ANSWER>
108
Success of Change Management
is measured during
A. During post release review after success of release
B. During post implementation review
C. During Change impact assessment
D. Customer Satisfaction Survey
<ANSWER>During
post implementation review</ANSWER>
109
Ideally Change and Release
Management should not be handled by same person
A. As they need to work very closely
B. Release Management is subset of Change Management
C. As there is conflict of interest
D. Both the processes can be handled by same person
<ANSWER>As there
is conflict of interest</ANSWER>
110
Change Impact Assessment is
done based on
A. Technical Impact Assessment
B. Business Impact Assessment
C. Financial impact assessment
D. All of the above
<ANSWER>All of the
above</ANSWER>
111
Key activities in Service
Asset and Configuration Management process is
A. Planning – Identification – Control – Status Accounting – Verification
and Audit
B. Plan – Inform – Control –Account – Verify
C. Prepare – Identify – Control – Status Accounting – Validation and
Verification
D. Planning – Identification – Control – Status Accounting – Validation
and Verification
<ANSWER>Planning –
Identification – Control – Status Accounting – Verification and Audit</ANSWER>
112
Which statement correctly
describes the difference between Asset Management and Configuration Management?
A. Asset Management only deals with what is owned; Configuration
Management deals with everything in the infrastructure
B. Asset Management is a superset of Configuration Management because it
includes nonIT assets such as chairs and tables
C. Asset Management deals with the financial aspects of Configuration
Items (CIs); Configuration Management only deals with the technical details of
the infrastructure
D. Configuration Management goes much further than Asset Management because
it also specifies the relationships between assets
<ANSWER>Configuration
Management goes much further than Asset Management because it also specifies
the relationships between assets</ANSWER>
113
Which of the following is NOT
a part of the Release Process?
A. Moving software from the DML to the Development Environment
B. Moving software from the DML to the Live Environment
C. Moving software from the development to the Test Environment
D. Moving software from the live environment to the DML
<ANSWER>Moving
software from the live environment to the DML</ANSWER>
114
Items of Information stored in
the CMDB relating to a specific CI are known as?
A. Components
B. Features
C. Attributes
D. Characteristics
<ANSWER>Attributes</ANSWER>
115
Which process is accountable
to manage DML and definitive spares
A. SACM
B. SPM
C. SLM
D. CSI
<ANSWER>SACM</ANSWER>
116
DML is foundation for
A. Release Management
B. Configuration Management
C. Change Management
D. Problem Management
<ANSWER>Release
Management</ANSWER>
117
Which of the following
statements is CORRECT?
A. The Configuration Management System is part of the Known Error Data
Base
B. The Service Knowledge Management System is part of the Configuration
Management System
C. The Configuration Management System is part of the Service Knowledge
Management system
D. The Configuration Management System is part of the Configuration
Management Database
<ANSWER>The
Configuration Management System is part of the Service Knowledge Management
system</ANSWER>
118
In ITIL service lifecycle
configuration levels and baseline points are represented by
A. Numbered Triangles
B. Sequenced square
C. 7 step improvement model
D. DMAIC methodology
<ANSWER>Numbered
Triangles</ANSWER>
119
To define and control the
components of services and infrastructure and maintain accurate configuration
information on the historical, planned and current state of the services and
infrastructure is objective of
A. SACM
B. SLM
C. CSI
D. Change Management
<ANSWER>SACM</ANSWER>
120
Various release and deployment
approach can be explained as
A. Big bang vs Phased
B. Push and pull
C. Automated vs manual
D. All of the above
<ANSWER>All of the
above</ANSWER>
No comments:
Post a Comment