ITILFoundationv3.docx

ITILFoundationv3.docx

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ITILFoundationv3

QUESTION1

Lookingforwaystoimproveprocessefficiencyandcosteffectivenessisapurposeofwhichpartoftheservicelifecycle?

A.ServiceOperation

B.ServiceTransition

C.ContinualServiceImprovement

D.ServiceStrategy

QUESTION2

WhichofthefollowingstatementsisCORRECTforeveryprocess?

1.Itdeliversitsprimaryresultstoacustomerorstakeholder

2.Itdefinesactivitiesthatareexecutedbyasinglefunction

A.Bothoftheabove

B.1only

C.Neitheroftheabove

D.2only

QUESTION3

WhichstageoftheServiceLifecycleisMOSTconcernedwithdefiningpoliciesandobjectives?

A.ServiceDesign

B.ServiceTransition

C.ServiceStrategy

D.ServiceOperation

QUESTION4

WhichofthefollowingstatementsisCORRECT?

A.Processownersaremoreimportanttoservicemanagementthanserviceowners

B.Serviceownersaremoreimportanttoservicemanagementthanprocessowners

C.Serviceownersareasimportanttoservicemanagementasprocessowners

D.Processownersandserviceownersarenotrequiredwithinthesameorganization

QUESTION5

WhichofthefollowingmightbeusedtomanageanIncident?

1.IncidentModel

2.KnownErrorRecord

A.1only

B.2only

C.Bothoftheabove

D.Neitheroftheabove

QUESTION6

WhoisresponsiblefordefiningKeyPerformanceIndicators（KPIs）forChangeManagement?

A.TheChangeManagementProcessOwner

B.TheChangeAdvisoryBoard（CAB）

C.TheServiceOwner

D.TheContinualServiceImprovementManager

QUESTION7

AServiceDesignPackageshouldbeproducedforwhichofthefollowing?

1.AnewITservice

2.AmajorchangetoanITservice

3.AnEmergencyChangetoanITservice

4.AnITserviceretirement

A.1,2and3only

B.1,2and4only

C.1,3and4only

D.Alloftheabove

QUESTION8

WhichofthefollowingstatementsabouttheServicePortfolioandServiceCatalogueistheMOSTCORRECT?

A.TheServiceCatalogueonlyhasinformationaboutservicesthatarelive,orbeingpreparedfordeployment;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuturedevelopment

B.TheServiceCataloguehasinformationaboutallservices;theServicePortfolioonlyhasinformationaboutserviceswhicharebeingconsideredforfuturedevelopment

C.TheServicePortfoliohasinformationaboutallservices;theServiceCatalogueonlyhasinformationaboutserviceswhicharelive,orbeingpreparedfordeployment

D.ServiceCatalogueandServicePortfolioaredifferentnamesforthesamething

QUESTION9

Whichmodeldeliversaviewoftheservices,assetsandinfrastructure?

A.IncidentModel

B.ProblemModel

C.ConfigurationModel

D.ChangeModel

QUESTION10

WhattypeofimprovementshouldbeachievedbyusingtheDemingCycle?

A.Rapid,one-offimprovement

B.Returnoninvestmentwithin12months

C.Quickwins

D.Steady,ongoingimprovement

QUESTION11

WhichofthefollowingCANNOTbeprovidedbyatool?

A.Knowledge

B.Information

C.Wisdom

D.Data

QUESTION12

WhichofthesestatementsaboutResourcesandCapabilitiesisCORRECT?

A.ResourcesaretypesofServiceAssetandCapabilitiesarenot

B.ResourcesandCapabilitiesarebothtypesofServiceAsset

C.CapabilitiesaretypesofServiceAssetandResourcesarenot

D.NeitherCapabilitiesnorResourcesaretypesofServiceAsset

QUESTION13

Whichofthefollowingfunctionswouldberesponsibleformanagementofadatacentre?

A.TechnicalManagement

B.ServiceDesk

C.ITOperationsControl

D.FacilitiesManagement

QUESTION14

Understandingthelevelofriskduringandafterchangeandprovidingconfidenceinthedegreeofcompliancewithgovernancerequirementsduringchangearebothwaysofaddingbusinessvaluethroughwhichpartoftheservicelifecycle?

A.ServiceTransition

B.RiskManagement

C.ITServiceContinuityManagement

D.AvailabilityManagement

QUESTION15

Aconsultanthasmadetworecommendationstoyouinareport:

1.ToincludelegalterminologyinyourServiceLevelAgreements（SLAs）

2.ItisnotnecessarytobeabletomeasureallthetargetsinanSLA

WhichoftherecommendationsconformtoServiceLevelManagementgoodpractice?

A.1only

B.2only

C.Bothoftheabove

D.Neitheroftheabove

QUESTION16

WhichFunctionsareincludedinITOperationsManagement?

A.NetworkManagementandApplicationManagement

B.TechnicalManagementandChangeManagement

C.ITOperationsControlandFacilitiesManagement

D.FacilitiesManagementandReleaseManagement

QUESTION17

TheSupplierManagementprocessincludes:

1.ServiceDesignactivities,toensurethatcontractswillbeabletosupporttheservicerequirements

2.ServiceOperationactivities,tomonitorandreportsupplierachievements

3.ContinualImprovementactivities,toensurethatsupplierscontinuetomeetorexceedtheneedsofthebusiness

A.1and2only

B.1only

C.Alloftheabove

D.1and3only

QUESTION18

WhichProblemManagementactivityhelpstoensurethatthetruenatureoftheproblemcanbeeasilytracedandmeaningfulmanagementinformationcanbeobtained?

A.Categorization

B.Logging

C.Prioritization

D.Closure

QUESTION19

Whichprocessisresponsibleforlowrisk,frequentlyoccurring,lowcostchanges?

A.DemandManagement

B.IncidentManagement

C.ReleaseandDeploymentManagement

D.RequestFulfilment

QUESTION20

WhichphaseoftheITILlifecycleprovidesthefollowingbenefit:

'TheTotalCostofOwnership（TCO）ofaservicecanbeminimizedifallaspectsoftheservice,theprocessesandthetechnologyareconsideredduringdevelopment'?

A.ServiceDesign

B.ServiceStrategy

C.ServiceOperation

D.ContinualServiceImprovement

QUESTION21

AsingleReleaseunit,orastructuredsetofReleaseunitscanbedefinedwithin:

A.TheRACIModel

B.AReleasePackage

C.ARequestModel

D.ThePlan,Do,Check,Act（PDCA）cycle

QUESTION22

OneofthefivemajoraspectsofServiceDesignisthedesignofservicesolutions:

Whichofthefollowingdoesthisinclude?

A.Onlycapabilitiesneededandagreed

B.Onlyresourcesandcapabilitiesneeded

C.Onlyrequirementsneededandagreed

D.Requirements,resourcesandcapabilitiesneededandagreed

QUESTION23

Thepositiveeffectthatcustomersperceiveaservicecanhaveontheirbusinessoutcomesisreferredtoaswhat?

A.Theutilityofaservice

B.Thewarrantyofaservice

C.Theeconomicvalueofaservice

D.Returnoninvestment

QUESTION24

WhichofthefollowingisNOTabenefitofusingpublicframeworksandstandards?

A.Knowledgeofpublicframeworksismorelikelytobewidelydistributed.

B.Theyarealwaysfreeensuringtheycanbeimplementedquickly.

C.Theyarevalidatedacrossawiderangeofenvironmentsmakingthemmorerobust

D.Theymakecollaborationbetweenorganizationseasierbygivingacommonlanguage

QUESTION25

AccessManagementiscloselyrelatedtowhichotherprocesses?

A.AvailabilityManagementonly

B.InformationSecurityManagementand3rdlinesupport

C.InformationSecurityManagementandAvailabilityManagement

D.InformationSecurityManagementonly

QUESTION26

WhichprocessesreviewUnderpinningContractsonaregularbasis?

A.SupplierManagementandServiceLevelManagement

B.SupplierManagementandDemandManagement

C.DemandManagementandServiceLevelManagement

D.SupplierManagement,DemandManagementandServiceLevelManagement

QUESTION27

Whichprocesslists"Understandingpatternsofbusinessactivity"asamajorrole?

A.DemandManagement

B.SupplierManagement

C.ServiceDesk

D.RequestFulfillment

QUESTION28

Datausedtosupportthecapacitymanagementprocessshouldbestoredin:

A.Aconfigurationmanagementdatabase（CMDB）

B.Acapacitydatabase（COB）

C.Aconfigurationmanagementsystem（CMS）

D.Acapacitymanagementinformationsystem（CMIS）

QUESTION29

WhichofthefollowingistheBESTdescriptionofaService-basedServiceLevelAgreement（SLJI.）?

A.Anagreementwithanindividualcustomergroup,coveringalltheservicesthattheyuse

B.Anagreementthatcoversoneserviceforasinglecustomer

C.Anagreementthatcoversservicespecificissuesinamulti-levelSLAstructure

D.Anagreementthatcoversoneserviceforallusersofthatservice

QUESTION30

WhatarethecategoriesofeventdescribedintheITILServiceOperationbook?

A.Informational,Scheduled,Normal

B.Scheduled,Unscheduled,Emergency

C.Informational,Warning,Exception

D.Warning,Reactive,Proactive

QUESTION31

WhichofthefollowingisNOToneofthefiveindividualaspectsofServiceDesign?

A.ThedesignoftheServicePortfolio,includingtheServiceCatalogue

B.Thedesignofneworchangedservices

C.ThedesignofMarketSpaces

D.Thedesignofthetechnologyarchitectureandmanagementsystems

QUESTION32

Considerthefollowinglist:

1.ChangeAuthority

2.ChangeManager

3.ChangeAdvisoryBoard（CAB）

WhataretheseBESTdescribedas?

A.Jobdescriptions

B.Functions

C.Teams

D.Roles,peopleorgroups

QUESTION33

TheBESTdefinitionofanIncidentis:

A.Anunplanneddisruptionofserviceunlessthereisabackuptothatservice

B.AnunplannedinterruptionorreductioninthequalityofanITService

C.Anydisruptiontoservicewhetherplannedorunplanned

D.AnydisruptiontoservicethatisreportedtotheServiceDesk,regardlessofwhethertheserviceisimpactedornot

QUESTION34

Whichprocessisresponsibleforeliminatingrecurringincidentsandminimizingtheimpactofincidentsthatcannotbeprevented?

A.ServiceLevelManagement

B.ProblemManagement

C.ChangeManagement

D.EventManagement

QUESTION35

Whichofthefollowingaretypesofcommunicationyo