ITIL V3 Foundation Certification Paper 6

ITIL V3 Foundation Certification Paper 6

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

121

  Release Window is same as Change Window

  A. True

  B. False

  <ANSWER>True</ANSWER>

 

   122

  Release planning starts as soon as

  A. Change is logged

  B. Change is approved

  C. Release management receives specific input to start the release planning

  D. When all the required CI is available

  <ANSWER>Change is approved</ANSWER>

 

   123

  Backout plan is built and approved by

  A. Release Management

  B. Change Management

  C. Both of them

  D. None of them

  <ANSWER>None of them</ANSWER>

 

   124

  The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

  A. A Service Change

  B. A Release request

  C. A Change Request

  D. A Configuration Control

  <ANSWER>A Service Change</ANSWER>

 

   125

  Release Management should update KEDB for all error which is released during deployment

  A. True

  B. False

  <ANSWER>True</ANSWER>

 

   126

  Service Validation and testing process is responsible for

  A. Validation and testing of new or changed services

  B. Validation and testing of existing services

  C. Validation and testing of all CI

  D. Validation and testing of release unit

  <ANSWER>Validation and testing of new or changed services</ANSWER>

 

   127

  Transition management is all about

  A. Communication management

  B. Stakeholder management

  C. Both of the above

  D. None of the above

  <ANSWER>Both of the above</ANSWER>

 

   128

  Transition is defined as a change in state, corresponding to a movement of an IT service or other configuration item from lifecycle to another

  A. True

  B. False

  <ANSWER>True</ANSWER>

 

   129

  It is important for the operation of a given application that the version of the software installed on each of the computers on the network is the same. Which process is responsible for this?

  A. Change Management

  B. Configuration Management

  C. Network Management

  D. Release Management

  <ANSWER>Release Management</ANSWER>

 

   130

  Which of the following is a value that is a result of implementing best practices for Service Operation?

  A. Meet the goals of the organization’s security policy

  B. Improved quality of Service

  C. Makes sure that IT Services stay aligned to business requirements

  D. Improved control of Service Assets and Configurations

  <ANSWER>Meet the goals of the organization’s security policy</ANSWER>

 

   131

  Which Service Design aspect would benefit the MOST by using a RACI model?

  A. Design of Service Transitions

  B. Design of measurement methods and metrics

  C. Design of Technology and Management Architectures

  D. Design of process required

  <ANSWER>Design of process required</ANSWER>

 

   132

  Which statement about Business Relationship Management (BRM) is NOT correct?

  A. The purpose of BRM is to identify the customer’s needs including Warranty and Utility

  B. One of the purposes of BRM is to negotiate warranty terms with the customer

  C. BRM focuses on the Services provided to the customer

  D. BRM uses Customer Satisfaction as the primary measure of Successfully delivering the Service or Services

  <ANSWER>One of the purposes of BRM is to negotiate warranty terms with the customer</ANSWER>

 

   133

  Which ITIL process aims to trace businesscritical services for which supplementary emergency measures must be taken?

  A. Problem Management

  B. Availability Management

  C. Capacity Management

  D. IT Service Continuity Management

  <ANSWER>IT Service Continuity Management</ANSWER>

 

   134

  What is the criterion used by Change Management in determining the category for a Request for Change?

  A. Impact

  B. Urgency

  C. Priority

  D. Content

  <ANSWER>Impact</ANSWER>

 

   135

  Which of the following best describes ‘Reliability’?

  A. The ability of a CI to remain functional under given conditions

  B. The ability of a CI to be retained in, or restored to, an operational state

  C. The combination of confidentiality, integrity and maintainability

  D. The ability of a service to remain functional even though some components have failed

  <ANSWER>The ability of a CI to remain functional under given conditions</ANSWER>

 

   136

  Which of the following lists best describes the key attributes needed by Service Desk Staff?

  A. Logical; Methodical; Tenacious; Forthright; Analytical

  B. Well Presented; Technical Specialist; Numerate; Good Interpersonal Skills

  C. Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills

  D. Good Interpersonal Skills; Tenacious; Technically Astute; Firm

  <ANSWER>Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills</ANSWER>

 

   137

  What is the use of additional technical expertise in the Incident Management process called?

  A. Incident Classification

  B. Problem Analysis

  C. Functional Escalation

  D. Resolution and recovery of the incident

  <ANSWER>Functional Escalation</ANSWER>

 

   138

  Consider the following statements: 1. A service level agreement is a written agreement between the service provider and the customers. 2. Negotiation of service levels must involve the customers of the services involved 3. Underpinning contracts must be capable of supporting targets agreed in SLA’s. Which of the above are correct?

  A. 1 & 3 only

  B. None

  C. All

  D. 1 & 2 only

  <ANSWER>All</ANSWER>

 

   139

  The name given to the document which outlines the responsibilities between internal functional areas with respect to assisting in the provision of an IT Service to the Customer/s is?

  A. Underpinning Contract

  B. Service Level Agreement

  C. Operational Level Agreement

  D. Service Level Requirements

  <ANSWER>Operational Level Agreement</ANSWER>

 

   140

  Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?

  A. Availability Manager

  B. Incident Manager

  C. Problem Manager

  D. Service Level Manager

  <ANSWER>Availability Manager</ANSWER>

 

   141

  The Ishikawa Diagram or Cause & Effect Analysis (Fishbone) is a technique employed by which ITIL Discipline?

  A. Capacity Management

  B. Incident Management

  C. Availability Management

  D. Problem Management

  <ANSWER>Problem Management</ANSWER>

 

   142

  Typically a Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names referring to the single point of contact

  A. True

  B. False

  <ANSWER>True</ANSWER>

 

   143

  Which of the following is the BEST description of remediation?

  A. Defines repeatable way of dealing with a particular category of change

  B. Supports the assessment, prioritization, authorization and scheduling of changes

  C. Involves the actions taken to recover after a failed change or release

  D. Specifies a regular, agreed time when changes or releases may be implemented with minimal impact on services

  <ANSWER>Involves the actions taken to recover after a failed change or release</ANSWER>

 

   144

  Which of the following influences the scope of the initial Service Design?

  A. Functional Requirements

  B. Overall Design Constraints

  C. Business Benefits

  D. All of the above

  <ANSWER>All of the above</ANSWER>

 

   145

  Which of the following BEST describes an outcome?

  A. A means of delivering value to customers by facilitating the results customers want to achieve without the ownership of specific costs and risks

  B. Something that is measured and reported to help manage a process, IT Service or activity

  C. A measure of what is achieved or delivered by a system, person, team, process or IT Service

  D. The result of carrying out an activity, following a process or delivering an IT Service

  <ANSWER>The result of carrying out an activity, following a process or delivering an IT Service</ANSWER>

 

   146

  Which of the following is NOT an objective of Service Portfolio Management (SPM)?

  A. Providing a clear service provision model that conveys how service assets are used to supply services

  B. To record and trace each of the service’s investment throughout the Service Lifecycle

  C. To study the viability of the current services and determine when they need to be retired

  D. To control the services offered to its customers

  <ANSWER>Providing a clear service provision model that conveys how service assets are used to supply services</ANSWER>

 

   147

  Which of the following statements about Service Automation is CORRECT?

  A. It negatively affects the classification of elements such as Configuration Items (CIs) and incidents

  B. It prevents IT service information from being updated in the Service Catalogue.

  C. It is used to improve the RACI model

  D. It is known to improve the Utility and Warranty of services

  <ANSWER>It is known to improve the Utility and Warranty of services</ANSWER>

 

   148

  Which type of metric is used by Continual Service Improvement (CSI) and tracks the performance of endtoend services?

  A. Improvement Metrics

  B. Service Metrics

  C. Process Metrics

  D. Technology Metrics

  <ANSWER>Service Metrics</ANSWER>

 

   149

  Ensuring that policies and strategy are actually implemented is an example of which of the following?

  A. Governance

  B. Business case

  C. Confidentiality

  D. Control perspective

  <ANSWER>Governance</ANSWER>

 

   150

  Which of the following is NOT a value that is a result of implementing best practices for Continual Service Improvement?

  A. Improved control of Service Assets and Configurations

  B. Steady and ongoing improvements in service quality

  C. Recognized opportunities to increase the value of organizational structures and capabilities

  D. Ensures that IT services stay aligned to the requirements of the business

  <ANSWER>Improved control of Service Assets and Configurations</ANSWER>

 

   151

  Which of the following terms means an unplanned interruption to an IT Service reduction in the quality of an IT Service

  A. Change

  B. Incident

  C. Impact

  D. Problem

  <ANSWER>Incident</ANSWER>

 

   152

  Which of the following is the BEST description of Service Management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services

  B. An approach that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT Services

  C. The functionality offered by a product or service to meet a particular need

  D. An assurance that a product or service will meet the agreed requirements

  <ANSWER>A set of specialized organizational capabilities for providing value to customers in the form of services</ANSWER>

 

   153

  What is the responsibility of Application Management?

  A. Manage information about IT infrastructure available on a network and corresponding user access rights

  B. Provide IT Services using applications running at the service provider’s premises

  C. Administer applications throughout their lifecycle

  D. Track and report the value and ownership of assets throughout their lifecycle

  <ANSWER>Administer applications throughout their lifecycle</ANSWER>

 

   154

  Who usually chairs the Change Advisory Board (CAB)?

  A. IT Service Continuity Management (ITSM) staff

  B. Business Relationship Manager (BRM)

  C. Problem Manager

  D. Change Manager

  <ANSWER>Change Manager</ANSWER>

 

   155

  Which of the following is used as a reference point for later comparison in the Continual Service Improvement stage of the Service Lifecycle?

  A. Asset

  B. Baseline

  C. Build

  D. Configuration Item (CI)

  <ANSWER>Baseline</ANSWER>

 

   156

  Which Service Design aspect considers Key Performance Indicators (KPIs) to help ensure that the efficiency, effectiveness and cost effectiveness of IT Services are all managed?

  A. Technology and Management Architectures.

  B. Processes required

  C. Measurement methods and metrics

  D. Service Solutions

  <ANSWER>Measurement methods and metrics</ANSWER>

 

   157

  Which function is responsible for providing technical skills in support of IT Services and Management of the IT infrastructure?

  A. Technical Management

  B. Service Management

  C. Business Service Management

  D. Service Level Management

  <ANSWER>Technical Management</ANSWER>

 

   158

  Which of the following is the single point of contact for IT users on a daybyday basis?

  A. Service Desk

  B. IT Operations

  C. Process Manager

  D. Incident Manager

  <ANSWER>Service Desk</ANSWER>

 

   159

  Which of the following items need to be documented in a Pattern of Business Activity (PBA) profile?

  A. Marketing plans, Attributes, Requirements and Sales Forecasts

  B. Business Plans Classification, Sales Forecasts and Service Asset Requirements

  C. Classification, Attributes, Requirements and Service Asset Requirements

  D. Marketing Forecasts, Business Plans, Production Plans and new Product Launch Plans

  <ANSWER>Classification, Attributes, Requirements and Service Asset Requirements</ANSWER>

 

   160

  Which of the following determines the effect that a loss of service would have on a business and when (during a given time period) the loss of service is most harmful?

  A. Business Capacity Management

  B. Business Case

  C. Business Perspective

  D. Business Impact Analysis

  <ANSWER>Business Impact Analysis</ANSWER>