Professional Documents
Culture Documents
Itil Dumps
Itil Dumps
1. Which of the following questions does guidance in Service Strategy help answer?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
Answer: A
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
Answer: D
4. Understanding customer usage of services and how this varies over time is part of which process?
Answer: D
5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
Answer: D
7. Which of the following is a good metric for measuring the effectiveness of Service Level
Management?
Answer: A
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
11. Which of the following would NOT be a task carried out by the Request Fulfillment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and
software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined
approval and qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure
for obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D
12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
Answer: C
14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
Answer: B
Answer: D
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer: C
Answer: D
18. Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
Answer: B
19. Which of the following are the two primary elements that create value for customers?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
Answer: A
Answer: B
Answer: B
23. Which of the following statements BEST describes a Definitive Media Library (DML)?
Answer: B
24. One organisation provides and manages an entire business process or function for another
organisation. This is know as:
Answer: C
25. Which Service Design process makes the most use of data supplied by Demand Management?
Answer: D
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
Answer: A
Answer: A
29. The group that authorizes Changes that must be installed faster than the normal process is called
the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
30. Which of the following statements BEST describes the aims of Release and Deployment
Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that
will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets
and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified
and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
Answer: A
Answer: B
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
Answer: D
34. Which of these activities would you expect to be performed by a Service Desk?
Answer: B
35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D
Answer: B
Answer: D
38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is
retained in case of a recurrence
Answer: B
39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
40. Which process is responsible for recording relationships between service components?
Answer: C
41. A single Release unit, or a structured set of Release units can be defined within:
Answer: B
42. Which of the following might be used to define how a future Problem or Incident could be
managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
Answer: C
45. Which of the following is NOT an aim of the Change Management process?
Answer: D
46. Which of the following is NOT one of the five individual aspects of Service Design?
Answer: C
47. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
Answer: D
48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B
A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Answer: D
50. Which of the following models would be most useful in helping to define an organisational
structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
51. Which of the following is NOT the responsibility of the Service Catalogue Manager?
Answer: B
52. Which of the following delivery strategies is described as, "Formal arrangements between two or
more organisations to work together to design, develop, transition, maintain, operate and/or support IT
services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
Answer: C
53. To add value to the business, what are the four reasons to monitor and measure?
Answer: A
54. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
Answer: A
Answer: C
56. Who owns the specific costs and risks associated with providing a service?
Answer: A
57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
58. Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
59. Which of the following are benefits that implementing Service Transition could provide to the
business?
Answer: C
Answer: C
61. Which of the following are activities that would be carried out by Supplier Management?
Answer: C
62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement
Answer: D
63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
64. Which of the following statements is CORRECT? An Event could be caused by:
Answer: C
65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of
services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating
together for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
Answer: C
67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services". These specialised organisational capabilities include which of the
following?
Answer: B
68. The left-hand side of the Service V Model represents requirements and specifications. What does
the right-hand side of the Service V Model represent?
Answer: A
69. An IT department is under pressure to cut costs. As a result, the quality of services has started to
suffer. What imbalance does this represent?
Answer: A
70. What would be the next step in the Continual Service Improvement (CSI) Model after:
Answer: C
71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
Answer: A
72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
Answer: D