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  1. ITIL Foundation v.3 Version 1.1 Part2
  2. Vendor: EXIN
  3. Code: EX0-101
  4. Exam Name: ITIL Foundation v.3
  5.  
  6.  
  7.                                                                                                                                                                    QUESTION 101
  8. Which of the following BEST describes a 'Major Incident'?
  9. A. An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it
  10. B. An Incident which requires a large number of people to resolve
  11. C. An Incident which has a high impact on the business
  12. D. An Incident that is so complex that it requires root cause analysis before any workaround can be found
  13. Answer: C
  14. Section: (none)
  15. Explanation/Reference:
  16. Explanation:
  17. http://www.dumps.01world.in
  18.  
  19.                                                                                                                                                                    QUESTION 102
  20. Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
  21. A. Produce quality, secure and resilient designs for new or improved services, technology architecture,
  22. processes or measurement systems that meet all the agreed current and future IT requirements of the
  23. organization
  24. B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the
  25. service designs that are produced
  26. C. Produce and maintain all necessary Service Transition packages
  27. D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
  28. Answer: C
  29. Section: (none)
  30. Explanation/Reference:
  31. Explanation:
  32. http://www.dumps.01world.in
  33.                                                                                                                                                                    QUESTION 103
  34. Contracts relating to an outsourced Data Centre would be managed by?
  35. A. Service Desk
  36. B. IT Operations Control
  37. C. Technical Management
  38. D. Facilities Management
  39. Answer: D
  40. Section: (none)
  41. Explanation/Reference:
  42. Explanation:
  43. http://www.dumps.01world.in
  44.                                                                                                                                                                    QUESTION 104
  45. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What
  46. imbalance does this represent?
  47. A. Excessive focus on quality
  48. B. Excessively reactive
  49. C. Excessively proactive
  50. D. Excessive focus on cost
  51. Answer: D
  52. Section: (none)
  53. Explanation/Reference:
  54. Explanation:
  55. http://www.dumps.01world.in
  56.                                                                                                                                                                    QUESTION 105
  57. Which of the following is NOT a valid objective of Request Fulfillment?
  58. A. To provide information to users about what services are available and how to request them
  59. B. To update the Service Catalogue with services that may be requested through the Service Desk
  60. C. To source and deliver the components of standard services that have been requested
  61. D. To provide a channel for users to request and receive standard services
  62. Answer: B
  63. Section: (none)
  64. Explanation/Reference:
  65. Explanation:
  66. http://www.dumps.01world.in
  67.                                                                                                                                                                    QUESTION 106
  68. What is the definition of an Alert?
  69. A. An error message to the user of an application
  70. B. An audit report that indicates areas where IT is not performing according to agreed procedures
  71. C. A warning that a threshold has been reached or that something has changed
  72. D. A type of Incident
  73. Answer: C
  74. Section: (none)
  75. Explanation/Reference:
  76. Explanation:
  77. http://www.dumps.01world.in
  78.                                                                                                                                                                    QUESTION 107
  79. "Service Management is a set of specialized organizational capabilities for providing value to customers in the
  80. form of services". These specialized organizational capabilities include which of the following?
  81. A. Functions and Processes
  82. B. Markets and Customers
  83. C. Applications and Infrastructure
  84. D. People, products and technology
  85. Answer: A
  86. Section: (none)
  87. Explanation/Reference:
  88. Explanation:
  89. http://www.dumps.01world.in
  90.                                                                                                                                                                    QUESTION 108
  91. Which process is responsible for discussing reports with customers showing whether services have met their
  92. targets?
  93. A. Business Relationship Management
  94. B. Continual Service Improvement
  95. C. Service Level Management
  96. D. Availability Management
  97. Answer: C
  98. Section: (none)
  99. Explanation/Reference:
  100. Explanation:
  101. http://www.dumps.01world.in
  102.                                                                                                                                                                    QUESTION 109
  103. Which of the following statements about processes is INCORRECT?
  104. A. The objective of any IT process should be expressed in terms of business benefits and goals
  105. B. A process may define policies, standards and guidelines
  106. C. The definition of Process Control is "The activity of planning and regulating a process, with the objective of
  107. achieving Best Practice"
  108. D. The output from a process has to conform to operational norms derived from business objectives
  109. Answer: C
  110. Section: (none)
  111. Explanation/Reference:
  112. Explanation:
  113. http://www.dumps.01world.in
  114.                                                                                                                                                                    QUESTION 110
  115. How is the Service Catalogue used to add value to the service provider organization?
  116. A. Providing a central source of information on the IT services delivered
  117. B. Showing the business impact of a change
  118. C. Displaying the relationships between configuration items
  119. D. To predict the root cause of issues in the IT infrastructure
  120. Answer: A
  121. Section: (none)
  122. Explanation/Reference:
  123. Explanation:
  124. http://www.dumps.01world.in
  125.                                                                                                                                                                    QUESTION 111
  126. Which process is responsible for monitoring an IT Service and detecting when the performance drops below
  127. acceptable limits?
  128. A. Service Level Management
  129. B. Performance Management
  130. C. Capacity Management
  131. D. Event Management
  132. Answer: B
  133. Section: (none)
  134. Explanation/Reference:
  135. Explanation:
  136. http://www.dumps.01world.in
  137.                                                                                                                                                                    QUESTION 112
  138. In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the
  139. Incident Manager is given the authority to:
  140. A. Only manage Incidents effectively at the 3rd line
  141. B. Manage Incidents effectively through 1st, 2nd and 3rd line
  142. C. Only manage Incidents effectively through 1st and 2nd line
  143. D. Only manage Incidents effectively through the 1st line
  144. Answer: B
  145. Section: (none)
  146. Explanation/Reference:
  147. Explanation:
  148. http://www.dumps.01world.in
  149.                                                                                                                                                                    QUESTION 113
  150. Application Management plays a role in all applications. One of the key decisions to which they contribute is?
  151. A. Whether to buy an application or build it
  152. B. Should application development be outsourced
  153. C. Who the vendor of the storage devices will be
  154. D. Where the vendor of an application is located
  155. Answer: A
  156. Section: (none)
  157. Explanation/Reference:
  158. Explanation:
  159. http://www.dumps.01world.in
  160.                                                                                                                                                                    QUESTION 114
  161. Which of the following questions does Service Strategy help answer with its guidance?
  162. 1. How do we prioritize investments across a portfolio?
  163. 2. What services to offer and to whom?
  164. 3. What are the Patterns of Business Activity (PBA)?
  165. A. 2 only
  166. B. 1 only
  167. C. All of the above
  168. D. 3 only
  169. Answer: C
  170. Section: (none)
  171. Explanation/Reference:
  172. Explanation:
  173. http://www.dumps.01world.in
  174.                                                                                                                                                                    QUESTION 115
  175. Removing or restricting rights to use an IT Service is the responsibility of which process?
  176. A. Access Management
  177. B. Incident Management
  178. C. Request Fulfillment
  179. D. Change Management
  180. Answer: A
  181. Section: (none)
  182. Explanation/Reference:
  183. Explanation:
  184. http://www.dumps.01world.in
  185.                                                                                                                                                                    QUESTION 116
  186. Which of the following is NOT a characteristic of a process?
  187. A. Delivers specific results
  188. B. A method of structuring an organization
  189. C. Responds to specific events
  190. D. It is measurable
  191. Answer: B
  192. Section: (none)
  193. Explanation/Reference:
  194. Explanation:
  195. http://www.dumps.01world.in
  196.                                                                                                                                                                    QUESTION 117
  197. Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
  198. A. Applications and Infrastructure
  199. B. Services and Infrastructure
  200. C. Resources and Capabilities
  201. D. Utility and Warranty
  202. Answer: C
  203. Section: (none)
  204. Explanation/Reference:
  205. Explanation:
  206. http://www.dumps.01world.in
  207.                                                                                                                                                                    QUESTION 118
  208. Staff in an IT department are experts in managing specific technology, but none of them know what services
  209. are offered to the business. What imbalance does this represent?
  210. A. Extreme internal focus
  211. B. Extreme focus on cost
  212. C. Extreme focus on responsiveness
  213. D. Vendor focused
  214. Answer: A
  215. Section: (none)
  216. Explanation/Reference:
  217. Explanation:
  218. http://www.dumps.01world.in
  219.                                                                                                                                                                    QUESTION 119
  220. Which of the following is NOT a characteristic of a process?
  221. A. Delivers specific results
  222. B. Responds to specific events
  223. C. It is measurable
  224. D. A method of structuring an organization
  225. Answer: D
  226. Section: (none)
  227. Explanation/Reference:
  228. Explanation:
  229. http://www.dumps.01world.in
  230.                                                                                                                                                                    QUESTION 120
  231. Which Function would provide staff to monitor events in a Network Operations Centre?
  232. A. IT Operations Management
  233. B. Applications Management
  234. C. Service Desk
  235. D. Technical Management
  236. Answer: A
  237. Section: (none)
  238. Explanation/Reference:
  239. Explanation:
  240. http://www.dumps.01world.in
  241.                                                                                                                                                                    QUESTION 121
  242. Which of the following is a responsibility of Supplier Management?
  243. A. Development, negotiation and agreement of contracts.
  244. B. Development, negotiation and agreement of Organizational Level Agreements
  245. C. Development, negotiation and agreement of Service Level Agreements.
  246. D. Development, negotiation and agreement of Service Portfolio
  247. Answer: A
  248. Section: (none)
  249. Explanation/Reference:
  250. Explanation:
  251. http://www.dumps.01world.in
  252.                                                                                                                                                                    QUESTION 122
  253. Which of the following areas would not be supported by a Service Design tool?
  254. A. Software design
  255. B. Process design
  256. C. Environment design
  257. D. Strategy design
  258. Answer: B
  259. Section: (none)
  260. Explanation/Reference:
  261. Explanation:
  262. http://www.dumps.01world.in
  263.                                                                                                                                                                    QUESTION 123
  264. Which of the following is concerned with fairness and transparency?
  265. A. Governance
  266. B. Service Level Management
  267. C. Capacity Management
  268. D. Service Strategy
  269. Answer: B
  270. Section: (none)
  271. Explanation/Reference:
  272. Explanation:
  273. http://www.dumps.01world.in
  274.                                                                                                                                                                    QUESTION 124
  275. Which Function would provide staff to monitor events in an Operations Bridge?
  276. A. Applications Management
  277. B. Service Desk
  278. C. Technical Management
  279. D. IT Operations Management
  280. Answer: C
  281. Section: (none)
  282. Explanation/Reference:
  283. Explanation:
  284. http://www.dumps.01world.in
  285.                                                                                                                                                                    QUESTION 125
  286. Who is responsible for defining Key Performance Indicators for Change Management?
  287. A. The Service Owner
  288. B. The Continual Service Improvement Manager
  289. C. The Change Advisory Board (CAB)
  290. D. The Change Management Process Owner
  291. Answer: A
  292. Section: (none)
  293. Explanation/Reference:
  294. Explanation:
  295. http://www.dumps.01world.in
  296.                                                                                                                                                                    QUESTION 126
  297. The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:
  298. A. An SLA is legally binding, an OLA is a best efforts agreement
  299. B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
  300. C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
  301. D. An SLA is with an external customer, an OLA is with an internal customer
  302. Answer: A
  303. Section: (none)
  304. Explanation/Reference:
  305. Explanation:
  306. http://www.dumps.01world.in
  307.                                                                                                                                                                    QUESTION 127
  308. Which of the following is one of the primary objectives of Service Strategy?
  309. A. To design and build processes that will meet business needs
  310. B. To provide detailed specifications for the design of IT services
  311. C. To transform Service Management into a strategic asset
  312. D. To underscore the importance of services in the global economy
  313. Answer: B
  314. Section: (none)
  315. Explanation/Reference:
  316. Explanation:
  317. http://www.dumps.01world.in
  318.                                                                                                                                                                    QUESTION 128
  319. Which of the following best describes a Service Request?
  320. A. Any request or demand that is entered by a user via a Self-Help web-based interface
  321. B. A request from a User for information or advice, or for a Standard Change
  322. C. Any request for change that is low risk and can be approved by the Change Manager without a CAB
  323. meeting
  324. D. Anything that the customer wants and is prepared to pay for
  325. Answer: B
  326. Section: (none)
  327. Explanation/Reference:
  328. Explanation:
  329. Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change
  330. or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new
  331. User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
  332. See also Request Fulfillment.
  333. http://www.dumps.01world.in
  334.                                                                                                                                                                    QUESTION 129
  335. Which of the following are the main objectives of incident Management? Select all that apply
  336. A. To minimize adverse impacts on business operations
  337. B. To automatically detect service affecting Events
  338. C. The restore normal service operation as quickly as possible
  339. Answer: A
  340. Section: (none)
  341. Explanation/Reference:
  342. Explanation:
  343. http://www.dumps.01world.in
  344.                                                                                                                                                                    QUESTION 130
  345. What are the categories of event described in the ITIL Service Operation book?
  346. A. Informational, Scheduled, Normal
  347. B. Scheduled, Unscheduled, Emergency
  348. C. Informational, Warning, Exception
  349. D. Warning, Reactive, Proactive
  350. Answer: C
  351. Section: (none)
  352. Explanation/Reference:
  353. Explanation:
  354. http://www.dumps.01world.in
  355.                                                                                                                                                                    QUESTION 131
  356. Which processes review Underpinning Contracts on a regular basis?
  357. A. Supplier Management and Service Level Management
  358. B. Supplier Management and Demand Management
  359. C. Demand Management and Service Level Management
  360. D. Supplier Management, Demand Management and Service Level Management
  361. Answer: A
  362. Section: (none)
  363. Explanation/Reference:
  364. Explanation:
  365. http://www.dumps.01world.in
  366.                                                                                                                                                                    QUESTION 132
  367. Which process is responsible for managing relationships with vendors?
  368. A. Change Management
  369. B. Service Portfolio Management
  370. C. Supplier Management
  371. D. Continual Service Improvement
  372. Answer: C
  373. Section: (none)
  374. Explanation/Reference:
  375. Explanation:
  376. http://www.dumps.01world.in
  377.                                                                                                                                                                    QUESTION 133
  378. Understanding what to measure and why it is being measured are key contributors to which part of the Service
  379. Lifecycle?
  380. A. Service Strategy
  381. B. Continual Service Improvement
  382. C. Service Operation
  383. D. Service Design
  384. Answer: B
  385. Section: (none)
  386. Explanation/Reference:
  387. Explanation:'
  388. http://www.dumps.01world.in
  389.                                                                                                                                                                   QUESTION 134
  390. Which process is responsible for low risk, frequently occurring, low cost changes?
  391. A. Demand Management
  392. B. Incident Management
  393. C. Release and Deployment Management
  394. D. Request Fulfillment
  395. Answer: D
  396. Section: (none)
  397. Explanation/Reference:
  398. Explanation:
  399. http://www.dumps.01world.in
  400.                                                                                                                                                                   QUESTION 135
  401. Within Service Design, what is the key output handed over to Service Transition?
  402. A. Measurement, methods and metrics
  403. B. Service Design Package
  404. C. Service Portfolio Design
  405. D. Process definitions
  406. Answer: B
  407. Section: (none)
  408. Explanation/Reference:
  409. Explanation:
  410. http://www.dumps.01world.in
  411.                                                                                                                                                                   QUESTION 136
  412. Which of the following is NOT an objective of Continual Service Improvement?
  413. A. Review and analyze Service Level Achievement results
  414. B. Identify activities to improve the efficiency of service management processes
  415. C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
  416. D. Conduct activities to deliver and manage services at agreed levels to business users
  417. Answer: D
  418. Section: (none)
  419. Explanation/Reference:
  420. Explanation:
  421. http://www.dumps.01world.in
  422.                                                                                                                                                                   QUESTION 137
  423. Which of the following statements about communication within Service Operation are CORRECT?
  424. 1. All communication must have an intended purpose or resultant action
  425. 2. Communication should not take place without a clear audience
  426. A. 1 only
  427. B. 2 only
  428. C. Both of the above
  429. D. None of the above
  430. Answer: C
  431. Section: (none)
  432. Explanation/Reference:
  433. Explanation:
  434. http://www.dumps.01world.in
  435.                                                                                                                                                                   QUESTION 138
  436. Access Management is closely related to which other processes?
  437. A. Availability Management only
  438. B. Information Security Management and 3rd line support
  439. C. Information Security Management and Availability Management
  440. D. Information Security Management only
  441. Answer: C
  442. Section: (none)
  443. Explanation/Reference:
  444. Explanation:
  445. http://www.dumps.01world.in
  446.                                                                                                                                                                   QUESTION 139
  447. Which process will regularly analyze incident data to identify discernable trends?
  448. A. Service Level Management
  449. B. Problem Management
  450. C. Change Management
  451. D. Event Management
  452. Answer: B
  453. Section: (none)
  454. Explanation/Reference:
  455. Explanation:
  456. http://www.dumps.01world.in
  457.                                                                                                                                                                   QUESTION 140
  458. Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
  459. A. Technology, Customer, User
  460. B. Corporate, Customer, Service
  461. C. Corporate, Customer, Technology
  462. D. Service, User, IT
  463. Answer: B
  464. Section: (none)
  465. Explanation/Reference:
  466. Explanation:
  467. http://www.dumps.01world.in
  468.                                                                                                                                                                   QUESTION 141
  469. Which of these is the correct set of steps for the Continual Service Improvement Model?
  470. A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve
  471. B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the
  472. momentum going?
  473. C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the
  474. plan has been properly implemented; Improve the solution
  475. D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
  476. there?; How do we keep the momentum going?
  477. Answer: D
  478. Section: (none)
  479. Explanation/Reference:
  480. Explanation:
  481. http://www.dumps.01world.in
  482.                                                                                                                                                                   QUESTION 142
  483. Match the following activities with the Deming Cycle stages
  484. 1. Monitor, Measure and Review
  485. 2. Continual Improvement
  486. 3. Implement Initiatives
  487. 4. Plan for Improvement
  488. A. 1 Plan, 2 Do, 3 Check, 4 Act
  489. B. 3 Plan, 2 Do, 4 Check, 1 Act
  490. C. 4 Plan, 3 Do, 1 Check, 2 Act
  491. D. 2 Plan, 3 Do, 4 Check, 1 Act
  492. Answer: C
  493. Section: (none)
  494. Explanation/Reference:
  495. Explanation:
  496. http://www.dumps.01world.in
  497.                                                                                                                                                                   QUESTION 143
  498. A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been
  499. found. Is this a valid approach?
  500. A. Yes
  501. B. No, the workaround must be found before a Known Error is created
  502. C. No, a Known Error can only be raised after the permanent resolution has been implemented
  503. D. No, a Known Error must be raised at the same time as a problem
  504. Answer: A
  505. Section: (none)
  506. Explanation/Reference:
  507. Explanation:
  508. http://www.dumps.01world.in
  509.                                                                                                                                                                   QUESTION 144
  510. Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?
  511. A. Local
  512. B. Centralized
  513. C. Holistic
  514. D. Virtual
  515. Answer: C
  516. Section: (none)
  517. Explanation/Reference:
  518. Explanation:
  519. http://www.dumps.01world.in
  520.                                                                                                                                                                   QUESTION 145
  521. Customer perceptions and business outcomes help to define what?
  522. A. The value of a service
  523. B. Customer satisfaction
  524. C. Total cost of ownership
  525. D. Key performance indicators
  526. Answer: A
  527. Section: (none)
  528. Explanation/Reference:
  529. Explanation:
  530. http://www.dumps.01world.in
  531.                                                                                                                                                                   QUESTION 146
  532. Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People,
  533. Processes and one other "P". Which of the following is the additional "P"?
  534. A. Profit
  535. B. Preparation
  536. C. Products
  537. D. Potential
  538. Answer: C
  539. Section: (none)
  540. Explanation/Reference:
  541. Explanation:
  542. http://www.dumps.01world.in
  543.                                                                                                                                                                   QUESTION 147
  544. Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand
  545. and agree on the priorities for improvement based on a deeper development of the principles defined in the
  546. vision?
  547. A. Where are we now?
  548. B. Where do we want to be?
  549. C. How do we get there?
  550. D. Did we get there?
  551. Answer: B
  552. Section: (none)
  553. Explanation/Reference:
  554. Explanation:
  555. http://www.dumps.01world.in
  556.                                                                                                                                                                   QUESTION 148
  557. Which of the following does the Availability Management process include?
  558. 1. Ensuring services are able to meet availability targets
  559. 2. Monitoring and reporting actual availability
  560. 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
  561. A. 1 only
  562. B. All of the above
  563. C. 1 and 2 only
  564. D. 1 and 3 only
  565. Answer: B
  566. Section: (none)
  567. Explanation/Reference:
  568. Explanation:
  569. http://www.dumps.01world.in
  570.                                                                                                                                                                   QUESTION 149
  571. In which of the following situations should a Problem Record be created?
  572. A. An event indicates that a redundant network segment has failed but it has not impacted any users
  573. B. An Incident is passed to second-level support
  574. C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
  575. D. Incident Management has found a workaround but needs some assistance in implementing it
  576. Answer: C
  577. Section: (none)
  578. Explanation/Reference:
  579. Explanation:
  580. http://www.dumps.01world.in
  581.                                                                                                                                                                   QUESTION 150
  582. Understanding the level of risk during and after change and providing confidence in the degree of compliance
  583. with governance requirements during change are both ways of adding business value through which part of the
  584. service lifecycle?
  585. A. Service Transition
  586. B. Risk Management
  587. C. IT Service Continuity Management
  588. D. Availability Management
  589. Answer: A
  590. Section: (none)
  591. Explanation/Reference:
  592. Explanation:
  593. http://www.dumps.01world.in
  594.                                                                                                                                                                   QUESTION 151
  595. Which of the following defines the level of protection in Information Security Management?
  596. A. The IT Executive
  597. B. The ISO27001 Standard
  598. C. The Business
  599. D. The Service Level Manager
  600. Answer: C
  601. Section: (none)
  602. Explanation/Reference:
  603. Explanation:
  604. http://www.dumps.01world.in
  605.                                                                                                                                                                   QUESTION 152
  606. Which of these would fall outside the scope of a typical service change management process
  607. A. A change to a contract with a supplier
  608. B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
  609. C. An urgent need to replace a CPU to restore a service during an incident
  610. D. A change to a business process that depends on IT Services
  611. Answer: D
  612. Section: (none)
  613. Explanation/Reference:
  614. Explanation:
  615. http://www.dumps.01world.in
  616.                                                                                                                                                                   QUESTION 153
  617. Hierarchic escalation is best described as?
  618. A. Notifying more senior levels of management about an Incident
  619. B. Passing an Incident to people with a greater level of technical skill
  620. C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
  621. D. Failing to meet the Incident resolution times specified in a Service Level Agreement
  622. Answer: A
  623. Section: (none)
  624. Explanation/Reference:
  625. Explanation:
  626. http://www.dumps.01world.in
  627.                                                                                                                                                                   QUESTION 154
  628. Which of the following is NOT a valid objective of Problem Management?
  629. A. To prevent Problems and their resultant Incidents
  630. B. To manage Problems throughout their lifecycle
  631. C. To restore service to a user
  632. D. To eliminate recurring Incidents
  633. Answer: C
  634. Section: (none)
  635. Explanation/Reference:
  636. Explanation:
  637. http://www.dumps.01world.in
  638.                                                                                                                                                                   QUESTION 155
  639. There are four types of metrics that can be used to measure the capability and performance of processes.
  640. Which of the four metrics is missing from the list below?
  641. 1. Progress
  642. 2. Effectiveness
  643. 3. Efficiency
  644. 4. ?
  645. A. Cost
  646. B. Conformance
  647. C. Compliance
  648. D. Capacity
  649. Answer: C
  650. Section: (none)
  651. Explanation/Reference:
  652. Explanation:
  653. http://www.dumps.01world.in
  654.                                                                                                                                                                   QUESTION 156
  655. The information that is passed to Service Transition to enable them to implement a new service is called:
  656. A. A Service Level Package
  657. B. A Service Transition Package
  658. C. A Service Design Package
  659. D. A New Service Package
  660. Answer: C
  661. Section: (none)
  662. Explanation/Reference:
  663. Explanation:
  664. http://www.dumps.01world.in
  665.                                                                                                                                                                   QUESTION 157
  666. Which of the following can help determine the level of impact of a problem?
  667. A. Definitive Media Library (DML)
  668. B. Configuration Management System (CMS)
  669. C. Statement of Requirements (SOR)
  670. D. Standard Operating Procedures (SOP)
  671. Answer: B
  672. Section: (none)
  673. Explanation/Reference:
  674. Explanation:
  675. http://www.dumps.01world.in
  676.                                                                                                                                                                   QUESTION 158
  677. You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which
  678. statement would NOT be part of the value proposition?
  679. A. Reduced Total Cost of Ownership
  680. B. Improved quality of service
  681. C. Improved Service alignment with business goals
  682. D. Better balance of technical skills to support live services
  683. Answer: D
  684. Section: (none)
  685. Explanation/Reference:
  686. Explanation:
  687. http://www.dumps.01world.in
  688.                                                                                                                                                                   QUESTION 159
  689. Which of these are objectives of Service Level Management
  690. 1: Defining, documenting and agreeing the level of IT Services to be provided
  691. 2: Monitoring, measuring and reporting the actual level of services provided
  692. 3: Monitoring and improving customer satisfaction
  693. 4: Identifying possible future markets that the Service Provider could operate in
  694. A. 1, 2 and 3 only
  695. B. 1 and 2 only
  696. C. 1, 2 and 4 only
  697. D. All of the above
  698. Answer: A
  699. Section: (none)
  700. Explanation/Reference:
  701. Explanation:
  702. http://www.dumps.01world.in
  703.                                                                                                                                                                   QUESTION 160
  704. What is the objective of Access Management?
  705. A. To provide security staff for Data Centers and other buildings
  706. B. To manage access to computer rooms and other secure locations
  707. C. To manage access to the Service Desk
  708. D. To manage the right to use a service or group of services
  709. Answer: D
  710. Section: (none)
  711. Explanation/Reference:
  712. Explanation:
  713. http://www.dumps.01world.in
  714.                                                                                                                                                                   QUESTION 161
  715. Which of the following is NOT a benefit of using public frameworks and standards?
  716. A. Knowledge of public frameworks is more likely to be widely distributed
  717. B. They are always free ensuring they can be implemented quickly
  718. C. They are validated across a wide range of environments making them more robust
  719. D. They make collaboration between organizations easier by giving a common language
  720. Answer: B
  721. Section: (none)
  722. Explanation/Reference:
  723. Explanation:
  724. http://www.dumps.01world.in
  725.                                                                                                                                                                   QUESTION 162
  726. Which of the following should be available to the Service Desk?
  727. 1. Known Error Data
  728. 2. Change Schedules
  729. 3. Service Knowledge Management System
  730. 4. The output from monitoring tools
  731. A. 1,2 and 3 only
  732. B. 1,2 and4 only
  733. C. 2,3 and 4 only
  734. D. All of the above
  735. Answer: D
  736. Section: (none)
  737. Explanation/Reference:
  738. Explanation:
  739. http://www.dumps.01world.in
  740.                                                                                                                                                                   QUESTION 163
  741. Which of the following is the BEST description of a relationship in Service Asset and Configuration
  742. Management?
  743. A. Describes the topography of the hardware
  744. B. Describes how the Configuration Items (CIs) work together to deliver the services
  745. C. Defines which software should be installed on a particular piece of hardware
  746. D. Defines how version numbers should be used in a release
  747. Answer: B
  748. Section: (none)
  749. Explanation/Reference:
  750. Explanation:
  751. http://www.dumps.01world.in
  752.                                                                                                                                                                   QUESTION 164
  753. "Planning and managing the resources required to deploy a release into production" is a purpose of which part
  754. of the Service Lifecycle?
  755. A. Service Operation
  756. B. Service Strategy
  757. C. Service Transition
  758. D. Continual Service Improvement
  759. Answer: C
  760. Section: (none)
  761. Explanation/Reference:
  762. Explanation:
  763. http://www.dumps.01world.in
  764.                                                                                                                                                                   QUESTION 165
  765. Which of the following statements about Service Asset and Configuration Management is/are CORRECT?
  766. 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time
  767. 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right
  768. level of control
  769. A. 1 only
  770. B. 2 only
  771. C. Both of the above
  772. D. Neither of the above
  773. Answer: C
  774. Section: (none)
  775. Explanation/Reference:
  776. Explanation:
  777. http://www.dumps.01world.in
  778.                                                                                                                                                                   QUESTION 166
  779. Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
  780. A. The Service Catalogue only has information about services that are live, or being prepared for deployment;
  781. the Service Portfolio only has information about services which are being considered for future development
  782. B. The Service Catalogue has information about all services; the Service Portfolio only has information about
  783. services which are being considered for future development
  784. C. The Service Portfolio has information about all services; the Service Catalogue only has information about
  785. services which are live, or being prepared for deployment
  786. D. Service Catalogue and Service Portfolio are different names for the same thing
  787. Answer: C
  788. Section: (none)
  789. Explanation/Reference:
  790. Explanation:
  791. http://www.dumps.01world.in
  792.                                                                                                                                                                   QUESTION 167
  793. Data used to support the capacity management process should be stored in:
  794. A. A configuration management database (CMDB)
  795. B. A capacity database (CDB)
  796. C. A configuration management system (CMS)
  797. D. A capacity management information system (CMIS)
  798. Answer: D
  799. Section: (none)
  800. Explanation/Reference:
  801. Explanation:
  802. http://www.dumps.01world.in
  803.                                                                                                                                                                   QUESTION 168
  804. A consultant has made two recommendations to you in a report:
  805. 1. To include legal terminology in your Service Level Agreements (SLAs)
  806. 2. It is not necessary to be able to measure all the targets in an SLA
  807. Which of the recommendations conform to Service Level Management good practice?
  808. A. 1 only
  809. B. 2 only
  810. C. Both of the above
  811. D. Neither of the above
  812. Answer: D
  813. Section: (none)
  814. Explanation/Reference:
  815. Explanation:
  816. http://www.dumps.01world.in
  817.                                                                                                                                                                   QUESTION 169
  818. Availability Management is responsible for availability of the:
  819. A. Services and Components
  820. B. Services and Business Processes
  821. C. Components and Business Processes
  822. D. Services, Components and Business Processes
  823. Answer: A
  824. Section: (none)
  825. Explanation/Reference:
  826. Explanation:
  827. http://www.dumps.01world.in
  828.                                                                                                                                                                   QUESTION 170
  829. Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes
  830. required to deliver and manage services at agreed levels to business users and customers?
  831. A. Continual Service Improvement
  832. B. Service Transition
  833. C. Service Design
  834. D. Service Operation
  835. Answer: D
  836. Section: (none)
  837. Explanation/Reference:
  838. Explanation:
  839. http://www.dumps.01world.in
  840.                                                                                                                                                                   QUESTION 171
  841. Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
  842. A. The ECAB considers every high priority Request for Change
  843. B. Amongst the duties of the ECAB is the review of completed emergency changes
  844. C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
  845. D. The ECAB will be chaired by the IT Director
  846. Answer: C
  847. Section: (none)
  848. Explanation/Reference:
  849. Explanation:
  850. http://www.dumps.01world.in
  851.                                                                                                                                                                   QUESTION 172
  852. Which of the following statements is INCORRECT?
  853. The Service Owner:
  854. A. Is responsible for the day-to-day monitoring and operation of the service they own
  855. B. Is responsible for continual improvement and the management of change affecting the service they own
  856. C. Is a primary stakeholder in all of the underlying IT processes which support the service they own
  857. D. Is accountable for a specific service within an organization
  858. Answer: A
  859. Section: (none)
  860. Explanation/Reference:
  861. Explanation:
  862. http://www.dumps.01world.in
  863.                                                                                                                                                                   QUESTION 173
  864. Which of these statements about Resources and Capabilities is CORRECT?
  865. A. Resources are types of Service Asset and Capabilities are not
  866. B. Resources and Capabilities are both types of Service Asset
  867. C. Capabilities are types of Service Asset and Resources are not
  868. D. Neither Capabilities nor Resources are types of Service Asset
  869. Answer: B
  870. Section: (none)
  871. Explanation/Reference:
  872. Explanation:
  873. http://www.dumps.01world.in
  874.                                                                                                                                                                   QUESTION 174
  875. The consideration of business outcomes and value creation are principles of which part of the Service
  876. Lifecycle?
  877. A. Continual Service Improvement
  878. B. Service Strategy
  879. C. Service Design
  880. D. Service Transition
  881. Answer: B
  882. Section: (none)
  883. Explanation/Reference:
  884. Explanation:
  885. http://www.dumps.01world.in
  886.                                                                                                                                                                   QUESTION 175
  887. What guidance does ITIL give on the frequency of production of service reporting?
  888. A. Service reporting intervals must be defined and agreed with the customers
  889. B. Reporting intervals should be set by the Service Provider
  890. C. Reports should be produced weekly
  891. D. Service reporting intervals must be the same for all services
  892. Answer: A
  893. Section: (none)
  894. Explanation/Reference:
  895. Explanation:
  896. http://www.dumps.01world.in
  897.                                                                                                                                                                   QUESTION 176
  898. Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
  899. A. Service Level Management
  900. B. IT Operations Management
  901. C. Capacity Management
  902. D. Incident Management
  903. Answer: B
  904. Section: (none)
  905. Explanation/Reference:
  906. Explanation:
  907. http://www.dumps.01world.in
  908.                                                                                                                                                                   QUESTION 177
  909. Which of the following BEST describes the goal of Access Management?
  910. A. To provide a channel for users to request and receive standard services
  911. B. Provides the rights for users to be able of services
  912. C. To prevent Problems and resulting Incidents from happening
  913. D. To detect security events and make sense of them
  914. Answer: B
  915. Section: (none)
  916. Explanation/Reference:
  917. Explanation:
  918. http://www.dumps.01world.in
  919.                                                                                                                                                                   QUESTION 178
  920. Identity and Rights are two major concepts involved in which one of the following processes?
  921. A. Access Management
  922. B. Facilities Management
  923. C. Event Management
  924. D. Demand Management
  925. Answer: A
  926. Section: (none)
  927. Explanation/Reference:
  928. Explanation:
  929. http://www.dumps.01world.in
  930.                                                                                                                                                                   QUESTION 179
  931. A risk is:
  932. A. Something that won't happen
  933. B. Something that will happen
  934. C. Something that has happened
  935. D. Something that might happen
  936. Answer: D
  937. Section: (none)
  938. Explanation/Reference:
  939. Explanation:
  940. http://www.dumps.01world.in
  941.                                                                                                                                                                   QUESTION 180
  942. What are the publications that provide guidance specific to industry sectors and organization types known as?
  943. A. The Service Strategy and Service Transition books
  944. B. The ITIL Complementary Guidance
  945. C. The Service Support and Service Delivery books
  946. D. Pocket Guides
  947. Answer: B
  948. Section: (none)
  949. Explanation/Reference:
  950. Explanation:
  951. http://www.dumps.01world.in
  952.                                                                                                                                                                   QUESTION 181
  953. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of
  954. them?
  955. A. Tell others about the progress of an activity
  956. B. Perform an activity
  957. C. Be kept up to date on the progress of an activity
  958. D. Manage an activity
  959. Answer: C
  960. Section: (none)
  961. Explanation/Reference:
  962. Explanation:
  963. http://www.dumps.01world.in
  964.                                                                                                                                                                   QUESTION 182
  965. Which of the following statements correctly states the relationship between urgency, priority and impact?
  966. A. Impact, priority and urgency are independent of each other
  967. B. Urgency should be based on impact and priority
  968. C. Impact should be based on urgency and priority
  969. D. Priority should be based on impact and urgency
  970. Answer: D
  971. Section: (none)
  972. Explanation/Reference:
  973. Explanation:
  974. http://www.dumps.01world.in
  975.                                                                                                                                                                   QUESTION 183
  976. Which of the following statements BEST describes the aims of Release and Deployment Management?
  977. A. To build, test and deliver the capability to provide the services specified by Service Design and that will
  978. accomplish the stakeholders requirements and deliver the intended objectives
  979. B. To ensure that each Release package specified by Service Design consists of a set of related assets and
  980. service components that are compatible with each other
  981. C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or
  982. uninstalled or backed out if appropriate
  983. D. To record and manage deviations, risks and issues related to the new or changed service
  984. Answer: A
  985. Section: (none)
  986. Explanation/Reference:
  987. Explanation:
  988. http://www.dumps.01world.in
  989.                                                                                                                                                                   QUESTION 184
  990. Which of the following are goals of Service Operation?
  991. 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed
  992. levels to the business
  993. 2. The successful release of services into the live environment
  994. A. 1 only
  995. B. 2 only
  996. C. Both of the above
  997. D. Neither of the above
  998. Answer: A
  999. Section: (none)
  1000. Explanation/Reference:
  1001. Explanation:
  1002. http://www.dumps.01world.in
  1003.                                                                                                                                                                   QUESTION 185
  1004. Which statement about Service Level Agreements (SLAs) is CORRECT?
  1005. A. They must contain legal wording because of their importance
  1006. B. There should always be a separate SLA for each specific customer
  1007. C. The wording must be clear and concise to allow no room for ambiguity
  1008. D. Changes to the SLA can only be requested by the customer
  1009. Answer: C
  1010. Section: (none)
  1011. Explanation/Reference:
  1012. Explanation:
  1013. http://www.dumps.01world.in
  1014.                                                                                                                                                                   QUESTION 186
  1015. Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
  1016. 1) Assessing the impact and cause of Incidents and Problems
  1017. 2) Assessing the impact of proposed Changes
  1018. 3) Planning and designing a Change to an existing service
  1019. 4) Planning a technology refresh or software upgrade
  1020. A. 1 and 2 only
  1021. B. All of the above
  1022. C. 1, 2 and 4 only
  1023. D. 1, 3 and 4 only
  1024. Answer: B
  1025. Section: (none)
  1026. Explanation/Reference:
  1027. Explanation:
  1028. http://www.dumps.01world.in
  1029.                                                                                                                                                                   QUESTION 187
  1030. What does a service always deliver to customers?
  1031. A. Applications
  1032. B. Infrastructure
  1033. C. Value
  1034. D. Resources
  1035. Answer: C
  1036. Section: (none)
  1037. Explanation/Reference:
  1038. Explanation:
  1039. http://www.dumps.01world.in
  1040.                                                                                                                                                                   QUESTION 188
  1041. Which of the following areas would technology help to support during the Service Transition phase of the
  1042. lifecycle?
  1043. 1. Data mining and workflow tools
  1044. 2. Measurement and reporting systems
  1045. 3. Release and deployment technology
  1046. 4. Process Design
  1047. A. 2, 3 and 4 only
  1048. B. 1, 3 and 4 only
  1049. C. 1, 2 and 3 only
  1050. D. All of the above
  1051. Answer: C
  1052. Section: (none)
  1053. Explanation/Reference:
  1054. Explanation:
  1055. http://www.dumps.01world.in
  1056.                                                                                                                                                                   QUESTION 189
  1057. Which of the following do Service Metrics measure?
  1058. A. Processes and functions
  1059. B. Maturity and cost
  1060. C. The end to end service
  1061. D. Infrastructure availability
  1062. Answer: C
  1063. Section: (none)
  1064. Explanation/Reference:
  1065. Explanation:
  1066. http://www.dumps.01world.in
  1067.                                                                                                                                                                   QUESTION 190
  1068. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
  1069. A. An agreement with an individual customer group, covering all the services that they use
  1070. B. An agreement that covers one service for a single customer
  1071. C. An agreement that covers service specific issues in a multi-level SLA structure
  1072. D. An agreement that covers one service for all users of that service
  1073. Answer: D
  1074. Section: (none)
  1075. Explanation/Reference:
  1076. Explanation:
  1077. http://www.dumps.01world.in
  1078.                                                                                                                                                                   QUESTION 191
  1079. Which of the following statements about processes is CORRECT?
  1080. 1. A process is always organized around a set of objectives
  1081. 2. A process should be documented
  1082. A. 1 only
  1083. B. 2 only
  1084. C. Both of the above
  1085. D. Neither of the above
  1086. Answer: C
  1087. Section: (none)
  1088. Explanation/Reference:
  1089. Explanation:
  1090. http://www.dumps.01world.in
  1091.                                                                                                                                                                   QUESTION 192
  1092. Which role is accountable for a specific service within an organization?
  1093. A. The Service Level Manager
  1094. B. The Business Relationship Manager
  1095. C. The Service Owner
  1096. D. The Service Continuity Manager
  1097. Answer: C
  1098. Section: (none)
  1099. Explanation/Reference:
  1100. Explanation:
  1101. http://www.dumps.01world.in
  1102.                                                                                                                                                                   QUESTION 193
  1103. Which of the following Availability Management activities are considered to be proactive as opposed to
  1104. reactive?
  1105. 1) Risk assessment
  1106. 2) Testing of resilience mechanisms
  1107. 3) Monitoring of component availability
  1108. A. All of the above
  1109. B. 1 and 2 only
  1110. C. 1 and 3 only
  1111. D. 2 and 3 only
  1112. Answer: B
  1113. Section: (none)
  1114. Explanation/Reference:
  1115. Explanation:
  1116. http://www.dumps.01world.in
  1117.                                                                                                                                                                   QUESTION 194
  1118. Which of the following is the BEST description of a Centralized Service Desk?
  1119. A. The desk is co-located within or physically close to the user community it serves
  1120. B. The desk uses technology and other support tools to give the impression that multiple desk locations are in
  1121. one place
  1122. C. The desk provides 24 hour global support
  1123. D. There is a single desk in one location serving the whole organization
  1124. Answer: D
  1125. Section: (none)
  1126. Explanation/Reference:
  1127. Explanation:
  1128. http://www.dumps.01world.in
  1129.                                                                                                                                                                   QUESTION 195
  1130. What would be the next step in the Continual Service Improvement (CSI) Model after:
  1131. 1. What is the vision?
  1132. 2. Where are we now?
  1133. 3. Where do we want to be?
  1134. 4. How do we get there?
  1135. 5. Did we get there?
  1136. 6. ?
  1137. A. What is the Return On Investment (ROI)?
  1138. B. How much did it cost?
  1139. C. How do we keep the momentum going?
  1140. D. What is the Value On Investment (VOI)?
  1141. Answer: C
  1142. Section: (none)
  1143. Explanation/Reference:
  1144. Explanation:
  1145. http://www.dumps.01world.in
  1146.                                                                                                                                                                   QUESTION 196
  1147. Which stage of the Change Management process deals with what should be done if the change is
  1148. unsuccessful?
  1149. A. Remediation Planning
  1150. B. Categorization
  1151. C. Prioritization
  1152. D. Review and Close
  1153. Answer: A
  1154. Section: (none)
  1155. Explanation/Reference:
  1156. Explanation:
  1157. http://www.dumps.01world.in
  1158.                                                                                                                                                                   QUESTION 197
  1159. Which of the following is NOT a purpose of Service Transition?
  1160. A. To ensure that a service can be managed, operated and supported
  1161. B. To provide training and certification in project management
  1162. C. To provide quality knowledge of Change, Release and Deployment Management
  1163. D. To plan and manage the capacity and resource requirements to manage a release
  1164. Answer: B
  1165. Section: (none)
  1166. Explanation/Reference:
  1167. Explanation:
  1168. http://www.dumps.01world.in
  1169.                                                                                                                                                                   QUESTION 198
  1170. Which of the following is NOT an objective of the Operations Management function?
  1171. A. Swift application of skills to diagnose any IT Operations failures that occur
  1172. B. Regular scrutiny and improvements to achieve improved service at reduced costs
  1173. C. First line Incident investigation and diagnosis logged by users
  1174. D. Maintenance of status quo to achieve stability of day to day processes and activities
  1175. Answer: C
  1176. Section: (none)
  1177. Explanation/Reference:
  1178. Explanation:
  1179. http://www.dumps.01world.in
  1180.                                                                                                                                                                   QUESTION 199
  1181. Which of these is the BEST description of a release unit?
  1182. A. The portion of a service or IT infrastructure that is normally released together
  1183. B. The smallest part of a service or IT infrastructure that can be independently changed
  1184. C. The portion of a service or IT infrastructure that is changed by a particular release
  1185. D. A metric for measuring the effectiveness of the Release and Deployment Management process 71
  1186. Answer: A
  1187. Section: (none)
  1188. Explanation/Reference:
  1189. Explanation:
  1190. http://www.dumps.01world.in
  1191.                                                                                                                                                                   QUESTION 200
  1192. Which of the following BEST describes Technical Management?
  1193. A. A Function responsible for Facilities Management and building control systems
  1194. B. A Function that provides hardware repair services for technology involved in the delivery of service to
  1195. customers
  1196. C. Senior managers responsible for all staff within the technical support Function
  1197. D. A Function that includes the groups, departments or teams that provide technical expertise and overal
  1198. management of the IT Infrastructure
  1199. Answer: D
  1200. Section: (none)
  1201. Explanation/Reference:
  1202. - See more at: http://www.dumps.01world.in/2012/06/itil-foundation-v3-version-11-part2.html#sthash.gXiMgC71.dpuf
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