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  1. ITIL Foundation v.3 Version 1.1 Part1
  2. Vendor: EXIN
  3. Code: EX0-101
  4. Exam Name: ITIL Foundation v.3
  5.  
  6.                                                                                                                                                                    QUESTION 1
  7. Which of the following is NOT an example of Self-Help capabilities?
  8. A. Requirement to always call the service desk for service requests
  9. B. Menu-driven range of self help and service requests
  10. C. Web front-end
  11. D. A direct interface into the back end process handling software
  12. Answer: A
  13. Section: (none)
  14. Explanation/Reference:
  15. Explanation:
  16. http://www.dumps.01world.in
  17.  
  18.                                                                                                                                                                    QUESTION 2
  19. What is a RACI model used for?
  20. A. Defining roles and responsibilities
  21. B. Monitoring services
  22. C. Performance analysis
  23. D. Recording Configuration Items
  24. Answer: A
  25. Section: (none)
  26. Explanation/Reference:
  27. Explanation:
  28. http://www.dumps.01world.in
  29.                                                                                                                                                                    QUESTION 3
  30. Which of the following statements is INCORRECT?
  31. A. The SKMS is part of the Configuration Management System (CMS)
  32. B. The SKMS can include data on the performance of the organization
  33. C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
  34. (CMDB)
  35. D. The SKMS can include user skill levels
  36. Answer: A
  37. Section: (none)
  38. Explanation/Reference:
  39. Explanation:
  40. http://www.dumps.01world.in
  41.                                                                                                                                                                    QUESTION 4
  42. The group that authorizes changes that must be installed faster than the normal process is called the?
  43. A. Emergency CAB (ECAB)
  44. B. Urgent Change Authority (UCA)
  45. C. Urgent Change Board (UCB)
  46. D. CAB Emergency Committee (CAB/EC)
  47. Answer: A
  48. Section: (none)
  49. Explanation/Reference:
  50. Explanation:
  51. http://www.dumps.01world.in
  52.                                                                                                                                                                    QUESTION 5
  53. In which core publication can you find detailed descriptions of Service Level Management, Availability
  54. Management, Supplier Management and IT Service Continuity Management?
  55. A. Service Transition
  56. B. Service Design
  57. C. Service Strategy
  58. D. Service Operation
  59. Answer: B
  60. Section: (none)
  61. Explanation/Reference:
  62. Explanation:
  63. http://www.dumps.01world.in
  64.                                                                                                                                                                    QUESTION 6
  65. Which of these statements about Service Desk staff is CORRECT?
  66. A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the
  67. cost of training them
  68. B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
  69. supervisory roles
  70. C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and
  71. this helps to minimize salaries
  72. D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep
  73. them in the role where they have been trained
  74. Answer: B
  75. Section: (none)
  76. Explanation/Reference:
  77. Explanation:
  78. http://www.dumps.01world.in
  79.                                                                                                                                                                    QUESTION 7
  80. Which of the following statements is INCORRECT?
  81. A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
  82. (CMDB)
  83. B. The SKMS is part of the Configuration Management System (CMS)
  84. C. The SKMS can include data on the performance of the organization
  85. D. The SKMS can include user skill levels
  86. Answer: B
  87. Section: (none)
  88. Explanation/Reference:
  89. Explanation:
  90. http://www.dumps.01world.in
  91.                                                                                                                                                                    QUESTION 8
  92. Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
  93. A. Services and Infrastructure
  94. B. Applications and Infrastructure
  95. C. Resources and Capabilities
  96. D. Utility and Warranty
  97. Answer: C
  98. Section: (none)
  99. Explanation/Reference:
  100. Explanation:
  101. http://www.dumps.01world.in
  102.                                                                                                                                                                    QUESTION 9
  103. Which of the following is NOT one of the five individual aspects of Service Design?
  104. A. The design of the Service Portfolio, including the Service Catalogue
  105. B. The design of Market Spaces
  106. C. The design of new or changed services
  107. D. The design of the technology architecture and management systems
  108. Answer: B
  109. Section: (none)
  110. Explanation/Reference:
  111. Explanation:
  112. http://www.dumps.01world.in
  113.                                                                                                                                                                    QUESTION 10
  114. Which of the following is NOT the responsibility of the Service Catalogue Manager?
  115. A. Ensuring that all operational services are recorded in the Service Catalogue
  116. B. Ensuring that information in the Service Catalogue is accurate
  117. C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
  118. D. Ensuring that information within the Service Pipeline is accurate
  119. Answer: D
  120. Section: (none)
  121. Explanation/Reference:
  122. Explanation:
  123. http://www.dumps.01world.in
  124.                                                                                                                                                                    QUESTION 11
  125. Which role would you MOST expect to be involved in the management of Underpinning Contracts?
  126. A. Service Catalogue Manager
  127. B. IT Designer/Architect
  128. C. Process Manager
  129. D. Supplier Manager
  130. Answer: D
  131. Section: (none)
  132. Explanation/Reference:
  133. Explanation:
  134. http://www.dumps.01world.in
  135.                                                                                                                                                                    QUESTION 12
  136. Which is the correct combination of Service Management terms across the Lifecycle?
  137. A. 1A, 2B, 3C, 4D
  138. B. 1C, 2D, 3A, 4B
  139. C. 1C, 2B, 3A, 4D
  140. D. 1B, 2C, 3D, 4A
  141. Answer: C
  142. Section: (none)
  143. Explanation/Reference:
  144. Explanation:
  145. http://www.dumps.01world.in
  146.                                                                                                                                                                    QUESTION 13
  147. A plan for managing the end of a supplier contract should be created when?
  148. A. The contract is being negotiated
  149. B. The contract is about to be ended
  150. C. The Supplier Manager decides that there is a risk the contract might need to end soon
  151. D. The contract has been agreed
  152. Answer: A
  153. Section: (none)
  154. Explanation/Reference:
  155. Explanation:
  156. http://www.dumps.01world.in
  157.                                                                                                                                                                    QUESTION 14
  158. Which of the following sentences BEST describes a Standard Change?
  159. A. A change to the service provider's established policies and guidelines
  160. B. A pre-authorized change that has an accepted and established procedure
  161. C. A change that is made as the result of an audit
  162. D. A change that correctly follows the required change process
  163. Answer: B
  164. Section: (none)
  165. Explanation/Reference:
  166. Explanation:
  167. http://www.dumps.01world.in
  168.                                                                                                                                                                   QUESTION 15
  169. The BEST description of the purpose of Service Operation is?
  170. A. To decide how IT will engage with suppliers during the Service Management Lifecycle
  171. B. To proactively prevent all outages to IT Services
  172. C. To deliver and support IT Services at agreed levels to business users and customers
  173. D. To design and build processes that will meet business needs
  174. Answer: C
  175. Section: (none)
  176. Explanation/Reference:
  177. Explanation:
  178. http://www.dumps.01world.in
  179.                                                                                                                                                                   QUESTION 16
  180. Which of the following module would be MOST useful in helping to define an organizational structure?
  181. A. RACI model
  182. B. Service Model
  183. C. Continual Service improvement (CSI) model.
  184. D. The Deming Cycle
  185. Answer: A
  186. Section: (none)
  187. Explanation/Reference:
  188. Explanation:
  189. http://www.dumps.01world.in
  190.                                                                                                                                                                   QUESTION 17
  191. Which of these statements about Service Desk staff is CORRECT?
  192. A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the
  193. cost of training them
  194. B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep
  195. them in the role where they have been trained
  196. C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
  197. supervisory roles
  198. D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and
  199. this helps to minimize salaries
  200. Answer: C
  201. Section: (none)
  202. Explanation/Reference:
  203. Explanation:
  204. http://www.dumps.01world.in
  205.                                                                                                                                                                   QUESTION 18
  206. Which of the following questions does Service Strategy help answer with its guidance?
  207. 1. How do we prioritize investments across a portfolio?
  208. 2. What services to offer and to whom?
  209. 3. What are the Patterns of Business Activity (PBA)?
  210. A. 3 only
  211. B. 1 only
  212. C. 2 only
  213. D. All of the above
  214. Answer: D
  215. Section: (none)
  216. Explanation/Reference:
  217. Explanation:
  218. http://www.dumps.01world.in
  219.                                                                                                                                                                   QUESTION 19
  220. Effective release and deployment management enables the service provider to add value to the business by?
  221. A. Ensuring that all assets are accounted for
  222. B. Ensures that the fastest servers are purchased
  223. C. Delivering change, faster and at optimum cost and minimized risk
  224. D. Verifying the accuracy of all items in the configuration management database
  225. Answer: C
  226. Section: (none)
  227. Explanation/Reference:
  228. Explanation:
  229. http://www.dumps.01world.in
  230.                                                                                                                                                                   QUESTION 20
  231. How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
  232. A. Each stage should be carried out once in the order Plan-Do-Check-Act
  233. B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement
  234. Continual Improvement
  235. C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement
  236. Continual Improvement
  237. D. The entire cycle should be repeated multiple times to implement Continual Improvement
  238. Answer: D
  239. Section: (none)
  240. Explanation/Reference:
  241. Explanation:
  242. http://www.dumps.01world.in
  243.                                                                                                                                                                   QUESTION 21
  244. Within the Continual Service Improvement (CSI) step improvement process, data needs to be gathered and
  245. analyzed from which other area of the lifecycle in order to answer the                                                                                                                                                                    QUESTION "Did we get there?"?
  246. A. Service Strategy
  247. B. Service Design
  248. C. Service Operation
  249. D. Service Transition
  250. Answer: C
  251. Section: (none)
  252. Explanation/Reference:
  253. Explanation:
  254. http://www.dumps.01world.in
  255.                                                                                                                                                                   QUESTION 22
  256. Which of the following are responsibilities of a Service Level Manager?
  257. 1. Agreeing targets in Service Level Agreements
  258. 2. Designing the service so it can meet the targets
  259. 3. Ensuring all needed contracts and agreements are in place
  260. A. 1 and 3 only
  261. B. All of the above
  262. C. 2 and 3 only
  263. D. 1 and 2 only
  264. Answer: A
  265. Section: (none)
  266. Explanation/Reference:
  267. Explanation:
  268. http://www.dumps.01world.in
  269.                                                                                                                                                                   QUESTION 23
  270. Which of the following combinations covers all the roles in Service Asset and Configuration Management?
  271. A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration
  272. Analyst; CMS/tools Administrator
  273. B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration
  274. Analyst; Configuration control board; CMS/tools Administrator
  275. C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
  276. D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control
  277. board; CMS/tools Administrator; Financial Asset Manager
  278. Answer: B
  279. Section: (none)
  280. Explanation/Reference:
  281. Explanation:
  282. http://www.dumps.01world.in
  283.                                                                                                                                                                   QUESTION 24
  284. In many organizations the role of Incident Manager is assigned to the Service Desk.
  285. It is important that the Incident Manager is given the authority to:
  286. A. Only manage Incidents effectively through 1st and 2nd line
  287. B. Only manage Incidents effectively through the 1st line
  288. C. Only manage Incidents effectively at the 3rd line
  289. D. Manage Incidents effectively through 1st, 2nd and 3rd line
  290. Answer: D
  291. Section: (none)
  292. Explanation/Reference:
  293. Explanation:
  294. http://www.dumps.01world.in
  295.                                                                                                                                                                   QUESTION 25
  296. Which of the following statements is CORRECT?
  297. A. The CMS is part of the Configuration Management Data Base (CMDB)
  298. B. The KEDB and the CMS form part of the larger SKMS
  299. C. The Service Knowledge Management System (SKMS) is part of the CMS
  300. D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
  301. Answer: B
  302. Section: (none)
  303. Explanation/Reference:
  304. Explanation:
  305. http://www.dumps.01world.in
  306.                                                                                                                                                                   QUESTION 26
  307. The MAIN purpose of the Service Portfolio is to describe services in terms of?
  308. A. Business Value
  309. B. Functionality
  310. C. IT Assets
  311. D. Service Level Requirements
  312. Answer: A
  313. Section: (none)
  314. Explanation/Reference:
  315. Explanation:
  316. http://www.dumps.01world.in
  317.                                                                                                                                                                   QUESTION 27
  318. Application Management plays a role in all applications. One of the key decisions to which they contribute is?
  319. A. Whether to buy an application or build it
  320. B. Should application development be outsourced
  321. C. Who the vendor of the storage devices will be
  322. D. Where the vendor of an application is located
  323. Answer: A
  324. Section: (none)
  325. Explanation/Reference:
  326. Explanation:
  327. http://www.dumps.01world.in
  328.                                                                                                                                                                   QUESTION 28
  329. What is the entry point or the first level of the V model?
  330. A. Service Solution
  331. B. Customer / Business Needs
  332. C. Service Release
  333. D. Service Requirements
  334. Answer: B
  335. Section: (none)
  336. Explanation/Reference:
  337. Explanation:
  338. http://www.dumps.01world.in
  339.                                                                                                                                                                   QUESTION 29
  340. What is the entry point or the first level of the V model?
  341. A. Customer / Business Needs
  342. B. Service Release
  343. C. Service Requirements
  344. D. Service Solution
  345. Answer: A
  346. Section: (none)
  347. Explanation/Reference:
  348. Explanation:
  349. http://www.dumps.01world.in
  350.                                                                                                                                                                   QUESTION 30
  351. Service Acceptance criteria are used to?
  352. A. Ensure the design stage of the Lifecycle
  353. B. Ensure Portfolio Management is in place
  354. C. Ensure delivery and support of a service
  355. D. Ensure service Key Performance Indicators (KPIs) are reported
  356. Answer: C
  357. Section: (none)
  358. Explanation/Reference:
  359. Explanation:
  360. http://www.dumps.01world.in
  361.                                                                                                                                                                   QUESTION 31
  362. Contracts relating to an outsourced Data Centre would be managed by?
  363. A. Service Desk
  364. B. Facilities Management
  365. C. Technical Management
  366. D. IT Operations Control
  367. Answer: B
  368. Section: (none)
  369. Explanation/Reference:
  370. Explanation:
  371. http://www.dumps.01world.in
  372.                                                                                                                                                                   QUESTION 32
  373. Which of the following are Service Desk organizational structures?
  374. 1. Local Service Desk
  375. 2. Virtual Service Desk
  376. 3. IT Help Desk
  377. 4. Follow the Sun
  378. A. 2, 3 and 4 only
  379. B. 1, 2 and 4 only
  380. C. 1, 2 and 3 only
  381. D. 1, 3 and 4 only
  382. Answer: B
  383. Section: (none)
  384. Explanation/Reference:
  385. Explanation:
  386. http://www.dumps.01world.in
  387.                                                                                                                                                                   QUESTION 33
  388. "Service Management is a set of specialized organizational capabilities for providing value to customers in the
  389. form of services". These specialized organizational capabilities include which of the following?
  390. A. Markets and Customers
  391. B. Functions and Processes
  392. C. People, products and technology
  393. D. Applications and Infrastructure
  394. Answer: B
  395. Section: (none)
  396. Explanation/Reference:
  397. Explanation:
  398. http://www.dumps.01world.in
  399.                                                                                                                                                                   QUESTION 34
  400. Which of the following is NOT a valid objective of Request Fulfillment?
  401. A. To provide a channel for users to request and receive standard services
  402. B. To update the Service Catalogue with services that may be requested through the Service Desk
  403. C. To provide information to users about what services are available and how to request them
  404. D. To source and deliver the components of standard services that have been requested 13
  405. Answer: B
  406. Section: (none)
  407. Explanation/Reference:
  408. Explanation:
  409. http://www.dumps.01world.in
  410.                                                                                                                                                                   QUESTION 35
  411. Effective release and deployment management enables the service provider to add value to the business by?
  412. A. Ensures that the fastest servers are purchased
  413. B. Delivering change, faster and at optimum cost and minimized risk
  414. C. Verifying the accuracy of all items in the configuration management database
  415. D. Ensuring that all assets are accounted for
  416. Answer: B
  417. Section: (none)
  418. Explanation/Reference:
  419. Explanation:
  420. http://www.dumps.01world.in
  421.                                                                                                                                                                   QUESTION 36
  422. Which process is responsible for discussing reports with customers showing whether services have met their
  423. targets?
  424. A. Availability Management
  425. B. Service Level Management
  426. C. Continual Service Improvement
  427. D. Business Relationship Management
  428. Answer: B
  429. Section: (none)
  430. Explanation/Reference:
  431. Explanation:
  432. http://www.dumps.01world.in
  433.                                                                                                                                                                   QUESTION 37
  434. What are the three Service Provider business models?
  435. A. Internal Service provider, External Service provider, Outsourced 3rd Party
  436. B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
  437. C. Internal Service provider, Outsourced 3rd party and Off-shore party
  438. D. Internal Service provider, External Service provider, Shared Service Provider
  439. Answer: D
  440. Section: (none)
  441. Explanation/Reference:
  442. Explanation:
  443. http://www.dumps.01world.in
  444.                                                                                                                                                                   QUESTION 38
  445. Which of the following CANNOT be stored and managed by a tool?
  446. A. Data
  447. B. Knowledge
  448. C. Wisdom
  449. D. Information
  450. Answer: C
  451. Section: (none)
  452. Explanation/Reference:
  453. Explanation:
  454. http://www.dumps.01world.in
  455.                                                                                                                                                                   QUESTION 39
  456. Which process is responsible for frequently occurring changes where risk and cost are low?
  457. A. Incident Management
  458. B. Request Fulfillment
  459. C. Release and Deployment Management
  460. D. Access management
  461. Answer: B
  462. Section: (none)
  463. Explanation/Reference:
  464. Explanation:
  465. http://www.dumps.01world.in
  466.                                                                                                                                                                   QUESTION 40
  467. Which of the following statements is CORRECT?
  468. 1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation
  469. 2. All of the phases of the lifecycle are concerned with the value of IT services
  470. A. Both of the above
  471. B. Neither of the above
  472. C. 2 only
  473. D. 1 only
  474. Answer: C
  475. Section: (none)
  476. Explanation/Reference:
  477. Explanation:
  478. http://www.dumps.01world.in
  479.                                                                                                                                                                   QUESTION 41
  480. The BEST description of the purpose of Service Operation is?
  481. A. To design and build processes that will meet business needs
  482. B. To deliver and support IT Services at agreed levels to business users and customers
  483. C. To decide how IT will engage with suppliers during the Service Management Lifecycle
  484. D. To proactively prevent all outages to IT Services
  485. Answer: B
  486. Section: (none)
  487. Explanation/Reference:
  488. Explanation:
  489. http://www.dumps.01world.in
  490.                                                                                                                                                                   QUESTION 42
  491. Which of the following is NOT an aim of the Change Management process?
  492. A. Overall business risk is optimized
  493. B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
  494. C. All budgets and expenditures are accounted for
  495. D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
  496. system
  497. Answer: C
  498. Section: (none)
  499. Explanation/Reference:
  500. Explanation:
  501. http://www.dumps.01world.in
  502.                                                                                                                                                                   QUESTION 43
  503. How does Problem Management work with Change Management?
  504. A. By installing changes to fix problems
  505. B. By negotiating with Incident Management for changes in IT for Problem resolution
  506. C. By issuing RFCs for permanent solutions
  507. D. By working with users to change their IT configurations
  508. Answer: C
  509. Section: (none)
  510. Explanation/Reference:
  511. Explanation:
  512. http://www.dumps.01world.in
  513.                                                                                                                                                                   QUESTION 44
  514. Which of the following statements is CORRECT?
  515. A. The CMS is part of the Configuration Management Data Base (CMDB)
  516. B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
  517. C. The Service Knowledge Management System (SKMS) is part of the CMS
  518. D. The KEDB and the CMS form part of the larger SKMS
  519. Answer: D
  520. Section: (none)
  521. Explanation/Reference:
  522. Explanation:
  523. http://www.dumps.01world.in
  524.                                                                                                                                                                   QUESTION 45
  525. Understanding customer usage of services and how this varies over the Business Lifecycle is part of which
  526. process?
  527. A. Service Portfolio Management
  528. B. Service Level Management
  529. C. Component Capacity Management
  530. D. Demand Management
  531. Answer: D
  532. Section: (none)
  533. Explanation/Reference:
  534. Explanation:
  535. http://www.dumps.01world.in
  536.                                                                                                                                                                   QUESTION 46
  537. Which is NOT a purpose of Service Transition?
  538. A. Ensure that a service can be managed, operated and supported.
  539. B. Provide quality knowledge of Change, Release and Deployment Mgmt.
  540. C. Plan and manage the capacity and resource requirements to manage a release.
  541. D. Provide training and certification in project management.
  542. Answer: D
  543. Section: (none)
  544. Explanation/Reference:
  545. Explanation:
  546. http://www.dumps.01world.in
  547.                                                                                                                                                                   QUESTION 47
  548. Which of the following is the BEST definition of an Incident?
  549. A. Loss of ability to operate to specification, or to deliver the required output
  550. B. A change of state which has significance for the management of a Configuration Item or IT Service
  551. C. A warning that a threshold has been reached, something has changed, or a failure has occurred
  552. D. An unplanned interruption to an IT service or reduction in the quality of an IT service
  553. Answer: D
  554. Section: (none)
  555. Explanation/Reference:
  556. Explanation:
  557. http://www.dumps.01world.in
  558.                                                                                                                                                                   QUESTION 48
  559. The BEST description of the guidance provided by Service Design is?
  560. A. The design and development of new services
  561. B. The design and development of service improvements
  562. C. The design and development of services and service management processes
  563. D. The day-to-day operation and support of services
  564. Answer: C
  565. Section: (none)
  566. Explanation/Reference:
  567. Explanation:
  568. http://www.dumps.01world.in
  569.                                                                                                                                                                   QUESTION 49
  570. How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
  571. A. Each stage should be carried out once in the order Plan-Do-Check-Act
  572. B. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement
  573. Continual Improvement
  574. C. The entire cycle should be repeated multiple times to implement Continual Improvement
  575. D. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement
  576. Continual Improvement
  577. Answer: C
  578. Section: (none)
  579. Explanation/Reference:
  580. Explanation:
  581. http://www.dumps.01world.in
  582.                                                                                                                                                                   QUESTION 50
  583. Which process is responsible for frequently occurring changes where risk and cost are low?
  584. A. Access management
  585. B. Request Fulfillment
  586. C. Release and Deployment Management
  587. D. Incident Management
  588. Answer: B
  589. Section: (none)
  590. Explanation/Reference:
  591. Explanation:
  592. http://www.dumps.01world.in
  593.                                                                                                                                                                   QUESTION 51
  594. To add value to the business, what are the four reasons to monitor and measure?
  595. A. Validate; Direct; Justify; Improve
  596. B. Evaluate; Diagnose; Justify; Intervene
  597. C. Validate; Direct; Justify; Intervene
  598. D. Evaluate; Direct; Justify; Improve
  599. Answer: C
  600. Section: (none)
  601. Explanation/Reference:
  602. Explanation:
  603. http://www.dumps.01world.in
  604.                                                                                                                                                                   QUESTION 52
  605. Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items
  606. need to be identified?
  607. A. Business Objectives, IT Objectives, Process Metrics
  608. B. Process Models, Goals and Objectives
  609. C. Vision and Strategy, Tactical Goals and Operational Goals
  610. D. Business and IT Strategy and Process Definitions
  611. Answer: C
  612. Section: (none)
  613. Explanation/Reference:
  614. Explanation:
  615. http://www.dumps.01world.in
  616.                                                                                                                                                                   QUESTION 53
  617. Which of the following statements is CORRECT for every process?
  618. 1. It delivers its primary results to a customer or stakeholder
  619. 2. It defines activities that are executed by a single function
  620. A. 2 only
  621. B. 1 only
  622. C. Neither of the above
  623. D. Both of the above
  624. Answer: B
  625. Section: (none)
  626. Explanation/Reference:
  627. Explanation:
  628. http://www.dumps.01world.in
  629.                                                                                                                                                                   QUESTION 54
  630. Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
  631. A. Resources and Capabilities
  632. B. Services and Infrastructure
  633. C. Utility and Warranty
  634. D. Applications and Infrastructure
  635. Answer: A
  636. Section: (none)
  637. Explanation/Reference:
  638. Explanation:
  639. http://www.dumps.01world.in
  640.                                                                                                                                                                   QUESTION 55
  641. Which of the following sentences BEST describes a Standard Change?
  642. A. A change to the service provider's established policies and guidelines
  643. B. A change that correctly follows the required change process
  644. C. A change that is made as the result of an audit
  645. D. A pre-authorized change that has an accepted and established procedure
  646. Answer: D
  647. Section: (none)
  648. Explanation/Reference:
  649. Explanation:
  650. http://www.dumps.01world.in
  651.                                                                                                                                                                    QUESTION 56
  652. What is the definition of an Alert?
  653. A. An error message to the user of an application
  654. B. A warning that a threshold has been reached or that something has changed
  655. C. A type of Incident
  656. D. An audit report that indicates areas where IT is not performing according to agreed procedures
  657. Answer: B
  658. Section: (none)
  659. Explanation/Reference:
  660. Explanation:
  661. http://www.dumps.01world.in
  662.                                                                                                                                                                    QUESTION 57
  663. Which of the following would NOT be a task carried out by the Request Fulfillment process?
  664. A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software
  665. media)
  666. B. Provision of a channel for users to request and receive standard services for which a pre- defined approval
  667. and qualification process exists
  668. C. Provision of information used to compare actual performance against design standards
  669. D. Provision of information to users and customers about the availability of services and the procedure for
  670. obtaining them
  671. Answer: C
  672. Section: (none)
  673. Explanation/Reference:
  674. Explanation:
  675. http://www.dumps.01world.in
  676.                                                                                                                                                                    QUESTION 58
  677. The group that authorizes changes that must be installed faster than the normal process is called the?
  678. A. Urgent Change Board (UCB)
  679. B. CAB Emergency Committee (CAB/EC)
  680. C. Emergency CAB (ECAB)
  681. D. Urgent Change Authority (UCA)
  682. Answer: C
  683. Section: (none)
  684. Explanation/Reference:
  685. Explanation:
  686. http://www.dumps.01world.in
  687.                                                                                                                                                                    QUESTION 59
  688. Which of the following CANNOT be stored and managed by a tool?
  689. A. Data
  690. B. Wisdom
  691. C. Information
  692. D. Knowledge
  693. Answer: B
  694. Section: (none)
  695. Explanation/Reference:
  696. Explanation:
  697. http://www.dumps.01world.in
  698.                                                                                                                                                                    QUESTION 60
  699. Which of the following is NOT a characteristic of a process?
  700. A. It is measurable
  701. B. Delivers specific results
  702. C. A method of structuring an organization
  703. D. Responds to specific events
  704. Answer: C
  705. Section: (none)
  706. Explanation/Reference:
  707. Explanation:
  708. http://www.dumps.01world.in
  709.                                                                                                                                                                    QUESTION 61
  710. Which role would you MOST expect to be involved in the management of Underpinning Contracts?
  711. A. IT Designer/Architect
  712. B. Process Manager
  713. C. Service Catalogue Manager
  714. D. Supplier Manager
  715. Answer: D
  716. Section: (none)
  717. Explanation/Reference:
  718. Explanation:
  719. http://www.dumps.01world.in
  720.                                                                                                                                                                    QUESTION 62
  721. Which of the following is NOT the responsibility of the Service Catalogue Manager?
  722. A. Ensuring that all operational services are recorded in the Service Catalogue
  723. B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
  724. C. Ensuring that information in the Service Catalogue is accurate
  725. D. Ensuring that information within the Service Pipeline is accurate
  726. Answer: D
  727. Section: (none)
  728. Explanation/Reference:
  729. Explanation:
  730. http://www.dumps.01world.in
  731.                                                                                                                                                                    QUESTION 63
  732. The difference between service metrics and technology metrics is BEST described as?
  733. A. Service metrics measure the end to end service; Technology metrics measure individual components
  734. B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
  735. C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics
  736. include availability and capacity
  737. D. Service metrics measure each of the service management processes; Technology metrics measure the
  738. infrastructure
  739. Answer: A
  740. Section: (none)
  741. Explanation/Reference:
  742. Explanation:
  743. http://www.dumps.01world.in
  744.                                                                                                                                                                    QUESTION 64
  745. The term 'Service Management' is best used to describe?
  746. A. Units of organizations with roles to perform certain activities
  747. B. A set of specialized organizational capabilities for providing value to customers in the form of services
  748. C. The management of functions within an organization to perform certain activities
  749. D. A set of specialized organizational capabilities for providing functions to customers in the form of services
  750. Answer: B
  751. Section: (none)
  752. Explanation/Reference:
  753. Explanation:
  754. http://www.dumps.01world.in
  755.                                                                                                                                                                    QUESTION 65
  756. Which of the following is the BEST definition of an Incident?
  757. A. A warning that a threshold has been reached, something has changed, or a failure has occurred
  758. B. An unplanned interruption to an IT service or reduction in the quality of an IT service
  759. C. A change of state which has significance for the management of a Configuration Item or IT Service
  760. D. Loss of ability to operate to specification, or to deliver the required output
  761. Answer: B
  762. Section: (none)
  763. Explanation/Reference:
  764. Explanation:
  765. http://www.dumps.01world.in
  766.                                                                                                                                                                    QUESTION 66
  767. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
  768. agreed and documented process?
  769. A. The Request Fulfillment Process Manager
  770. B. The Request Fulfillment Process Owner
  771. C. The Service Desk Manager
  772. D. The Service Manager
  773. Answer: B
  774. Section: (none)
  775. Explanation/Reference:
  776. Explanation:
  777. http://www.dumps.01world.in
  778.                                                                                                                                                                    QUESTION 67
  779. Which Service Design process makes the most use of data supplied by Demand Management?
  780. A. IT Service Continuity Management
  781. B. Service Level Management
  782. C. Service Catalogue Management
  783. D. Capacity Management
  784. Answer: D
  785. Section: (none)
  786. Explanation/Reference:
  787. Explanation:
  788. http://www.dumps.01world.in
  789.                                                                                                                                                                    QUESTION 68
  790. Which of the following statements is CORRECT?
  791. A. The KEDB and the CMS form part of the larger SKMS
  792. B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
  793. C. The Service Knowledge Management System (SKMS) is part of the CMS
  794. D. The CMS is part of the Configuration Management Data Base (CMDB)
  795. Answer: A
  796. Section: (none)
  797. Explanation/Reference:
  798. Explanation:
  799. http://www.dumps.01world.in
  800.                                                                                                                                                                    QUESTION 69
  801. The group that authorizes changes that must be installed faster than the normal process is called the?
  802. A. CAB Emergency Committee (CAB/EC)
  803. B. Emergency CAB (ECAB)
  804. C. Urgent Change Board (UCB)
  805. D. Urgent Change Authority (UCA)
  806. Answer: B
  807. Section: (none)
  808. Explanation/Reference:
  809. Explanation:
  810. http://www.dumps.01world.in
  811.                                                                                                                                                                    QUESTION 70
  812. What is a RACI model used for?
  813. A. Performance analysis
  814. B. Recording Configuration Items
  815. C. Defining roles and responsibilities
  816. D. Monitoring services
  817. Answer: C
  818. Section: (none)
  819. Explanation/Reference:
  820. Explanation:
  821. http://www.dumps.01world.in
  822.                                                                                                                                                                    QUESTION 71
  823. Which of the following statements about processes is INCORRECT?
  824. A. The output from a process has to conform to operational norms derived from business objectives
  825. B. The objective of any IT process should be expressed in terms of business benefits and goals
  826. C. A process may define policies, standards and guidelines
  827. D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of
  828. achieving Best Practice"
  829. Answer: D
  830. Section: (none)
  831. Explanation/Reference:
  832. Explanation:
  833. http://www.dumps.01world.in
  834.                                                                                                                                                                    QUESTION 72
  835. Which of the following sentences BEST describes a Standard Change?
  836. A. A pre-authorized change that has an accepted and established procedure
  837. B. A change that is made as the result of an audit
  838. C. A change that correctly follows the required change process
  839. D. A change to the service provider's established policies and guidelines
  840. Answer: A
  841. Section: (none)
  842. Explanation/Reference:
  843. Explanation:
  844. http://www.dumps.01world.in
  845.                                                                                                                                                                   QUESTION 73
  846. What are the three Service Provider business models?
  847. A. Internal Service provider, External Service provider, Shared Service Provider
  848. B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
  849. C. Internal Service provider, External Service provider, Outsourced 3rd Party
  850. D. Internal Service provider, Outsourced 3rd party and Off-shore party
  851. Answer: A
  852. Section: (none)
  853. Explanation/Reference:
  854. Explanation:
  855. http://www.dumps.01world.in
  856.                                                                                                                                                                   QUESTION 74
  857. Which of the following statements about processes is INCORRECT?
  858. A. The output from a process has to conform to operational norms derived from business objectives
  859. B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of
  860. achieving Best Practice"
  861. C. The objective of any IT process should be expressed in terms of business benefits and goals
  862. D. A process may define policies, standards and guidelines
  863. Answer: B
  864. Section: (none)
  865. Explanation/Reference:
  866. Explanation:
  867. http://www.dumps.01world.in
  868.                                                                                                                                                                   QUESTION 75
  869. A Service Level Agreement is?
  870. A. The part of a contract that specifies responsibilities of each party
  871. B. An agreement between the Service Provider and their customer
  872. C. An agreement between a Service Provider and an external supplier
  873. D. An agreement between the Service Provider and an internal organization
  874. Answer: B
  875. Section: (none)
  876. Explanation/Reference:
  877. Explanation:
  878. http://www.dumps.01world.in
  879.                                                                                                                                                                   QUESTION 76
  880. One of the five major aspects of Service Design is the design of the service solutions. It includes?
  881. A. Requirements, resources and capabilities needed and agreed
  882. B. Only requirements needed and agreed
  883. C. Only capabilities needed and agreed
  884. D. Only resources and capabilities needed
  885. Answer: A
  886. Section: (none)
  887. Explanation/Reference:
  888. Explanation:
  889. http://www.dumps.01world.in
  890.                                                                                                                                                                   QUESTION 77
  891. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
  892. agreed and documented process?
  893. A. The Service Desk Manager
  894. B. The Service Manager
  895. C. The Request Fulfillment Process Manager
  896. D. The Request Fulfillment Process Owner
  897. Answer: D
  898. Section: (none)
  899. Explanation/Reference:
  900. Explanation:
  901. http://www.dumps.01world.in
  902.                                                                                                                                                                   QUESTION 78
  903. Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
  904. A. Produce quality, secure and resilient designs for new or improved services, technology architecture,
  905. processes or measurement systems that meet all the agreed current and future IT requirements of the
  906. organization
  907. B. Produce and maintain all necessary Service Transition packages
  908. C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the
  909. service designs that are produced
  910. D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
  911. Answer: B
  912. Section: (none)
  913. Explanation/Reference:
  914. Explanation:
  915. http://www.dumps.01world.in
  916.                                                                                                                                                                   QUESTION 79
  917. Which is the correct combination of Service Management terms across the Lifecycle?
  918. A. 1C, 2B, 3A, 4D
  919. B. 1A, 2B, 3C, 4D
  920. C. 1C, 2D, 3A, 4B
  921. D. 1B, 2C, 3D, 4A
  922. Answer: A
  923. Section: (none)
  924. Explanation/Reference:
  925. Explanation:
  926. http://www.dumps.01world.in
  927.                                                                                                                                                                   QUESTION 80
  928. Staff in an IT department are experts in managing specific technology, but none of them know what services
  929. are offered to the business. What imbalance does this represent?
  930. A. Extreme focus on cost
  931. B. Extreme focus on responsiveness
  932. C. Vendor focused
  933. D. Extreme internal focus
  934. Answer: D
  935. Section: (none)
  936. Explanation/Reference:
  937. Explanation:
  938. http://www.dumps.01world.in
  939.                                                                                                                                                                   QUESTION 81
  940. Which is the first step in the 7 Step Improvement Process?
  941. A. Where are we now?
  942. B. Identify gaps in Service Level Agreement (SLA) achievement
  943. C. Prepare for action
  944. D. Define what you should measure
  945. Answer: D
  946. Section: (none)
  947. Explanation/Reference:
  948. Explanation:
  949. http://www.dumps.01world.in
  950.                                                                                                                                                                   QUESTION 82
  951. Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
  952. A. Produce and maintain all necessary Service Transition packages
  953. B. Produce quality, secure and resilient designs for new or improved services, technology architecture,
  954. processes or measurement systems that meet all the agreed current and future IT requirements of the
  955. organization
  956. C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the
  957. service designs that are produced
  958. D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
  959. Answer: A
  960. Section: (none)
  961. Explanation/Reference:
  962. Explanation:
  963. http://www.dumps.01world.in
  964.                                                                                                                                                                   QUESTION 83
  965. In which core publication can you find detailed descriptions of Service Level Management, Availability
  966. Management, Supplier Management and IT Service Continuity Management?
  967. A. Service Operation
  968. B. Service Transition
  969. C. Service Strategy
  970. D. Service Design
  971. Answer: D
  972. Section: (none)
  973. Explanation/Reference:
  974. Explanation:
  975. http://www.dumps.01world.in
  976.                                                                                                                                                                   QUESTION 84
  977. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
  978. agreed and documented process?
  979. A. The Request Fulfillment Process Manager
  980. B. The Request Fulfillment Process Owner
  981. C. The Service Manager
  982. D. The Service Desk Manager
  983. Answer: B
  984. Section: (none)
  985. Explanation/Reference:
  986. Explanation:
  987. http://www.dumps.01world.in
  988.                                                                                                                                                                   QUESTION 85
  989. Which Service Design process makes the most use of data supplied by Demand Management?
  990. A. IT Service Continuity Management
  991. B. Service Catalogue Management
  992. C. Capacity Management
  993. D. Service Level Management
  994. Answer: C
  995. Section: (none)
  996. Explanation/Reference:
  997. Explanation:
  998. http://www.dumps.01world.in
  999.                                                                                                                                                                   QUESTION 86
  1000. Which of the following statements BEST describes a Definitive Media Library (DML)?
  1001. A. A secure location where definitive hardware spares are held
  1002. B. A secure electronic library that contains all copies of software andlicences
  1003. C. A secure library where definitive authorized versions of all software and back-ups are stored and protected
  1004. D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and
  1005. protected
  1006. Answer: D
  1007. Section: (none)
  1008. Explanation/Reference:
  1009. Explanation:
  1010. http://www.dumps.01world.in
  1011.                                                                                                                                                                   QUESTION 87
  1012. The BEST description of the purpose of Service Operation is?
  1013. A. To decide how IT will engage with suppliers during the Service Management Lifecycle
  1014. B. To design and build processes that will meet business needs
  1015. C. To proactively prevent all outages to IT Services
  1016. D. To deliver and support IT Services at agreed levels to business users and customers
  1017. Answer: D
  1018. Section: (none)
  1019. Explanation/Reference:
  1020. Explanation:
  1021. http://www.dumps.01world.in
  1022.                                                                                                                                                                   QUESTION 88
  1023. Which of the following is NOT an aim of the Change Management process?
  1024. A. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
  1025. system
  1026. B. Overall business risk is optimized
  1027. C. Standardized methods and procedures are used for efficient and prompt handling of all Changes
  1028. D. All budgets and expenditures are accounted for
  1029. Answer: D
  1030. Section: (none)
  1031. Explanation/Reference:
  1032. Explanation:
  1033. http://www.dumps.01world.in
  1034.                                                                                                                                                                   QUESTION 89
  1035. Which of these is NOT a responsibility of Application Management?
  1036. A. Ensuring that the correct skills are available to manage the infrastructure
  1037. B. Providing guidance to IT Operations about how best to manage the application
  1038. C. Deciding whether to buy or build an application
  1039. D. Assisting in the design of the application
  1040. Answer: A
  1041. Section: (none)
  1042. Explanation/Reference:
  1043. Explanation:
  1044. http://www.dumps.01world.in
  1045.                                                                                                                                                                   QUESTION 90
  1046. What is a RACI model used for?
  1047. A. Defining roles and responsibilities
  1048. B. Performance analysis
  1049. C. Recording Configuration Items
  1050. D. Monitoring services
  1051. Answer: A
  1052. Section: (none)
  1053. Explanation/Reference:
  1054. Explanation:
  1055. http://www.dumps.01world.in
  1056.                                                                                                                                                                   QUESTION 91
  1057. Which is the first step in the 7 Step Improvement Process?
  1058. A. Prepare for action
  1059. B. Define what you should measure
  1060. C. Identify gaps in Service Level Agreement (SLA) achievement
  1061. D. Where are we now?
  1062. Answer: B
  1063. Section: (none)
  1064. Explanation/Reference:
  1065. Explanation:
  1066. http://www.dumps.01world.in
  1067.                                                                                                                                                                   QUESTION 92
  1068. What is the definition of an Alert?
  1069. A. A type of Incident
  1070. B. A warning that a threshold has been reached or that something has changed
  1071. C. An error message to the user of an application
  1072. D. An audit report that indicates areas where IT is not performing according to agreed procedures
  1073. Answer: B
  1074. Section: (none)
  1075. Explanation/Reference:
  1076. Explanation:
  1077. http://www.dumps.01world.in
  1078.                                                                                                                                                                   QUESTION 93
  1079. Which one of the following statements about Incident reporting and logging is correct?
  1080. A. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
  1081. B. Incidents reported by technical staff must be logged as problems because technical staff manage
  1082. infrastructure devices not services
  1083. C. Incident can only be reported by users, since they are only the only people who know when a service has
  1084. been disrupted
  1085. D. Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service.
  1086. This includes technical staff
  1087. Answer: B
  1088. Section: (none)
  1089. Explanation/Reference:
  1090. Explanation:
  1091. http://www.dumps.01world.in
  1092.                                                                                                                                                                   QUESTION 94
  1093. To add value to the business, what are the four reasons to monitor and measure?
  1094. A. Evaluate; Diagnose; Justify; Intervene
  1095. B. Validate; Direct; Justify; Improve
  1096. C. Validate; Direct; Justify; Intervene
  1097. D. Evaluate; Direct; Justify; Improve
  1098. Answer: C
  1099. Section: (none)
  1100. Explanation/Reference:
  1101. Explanation:
  1102. http://www.dumps.01world.in
  1103.                                                                                                                                                                   QUESTION 95
  1104. In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of
  1105. responsiveness to customer needs?
  1106. A. Customers needs will be met more easily because of the improved stability of the services with fewer
  1107. failures to disrupt timely delivery
  1108. B. From the information given, it is not possible to comment regarding the impact on responsiveness of overemphasis
  1109. on stability
  1110. C. There is only likely to be a positive outcome from improved stability - the customers must be made fully
  1111. aware of this and their expectations regarding responsiveness must be managed
  1112. D. It is possible that responsiveness may suffer and customers needs may not be met within business
  1113. timescales
  1114. Answer: D
  1115. Section: (none)
  1116. Explanation/Reference:
  1117. Explanation:
  1118. http://www.dumps.01world.in
  1119.                                                                                                                                                                   QUESTION 96
  1120. Which of the following CANNOT be stored and managed by a tool?
  1121. A. Knowledge
  1122. B. Data
  1123. C. Information
  1124. D. Wisdom
  1125. Answer: D
  1126. Section: (none)
  1127. Explanation/Reference:
  1128. Explanation:
  1129. http://www.dumps.01world.in
  1130.                                                                                                                                                                   QUESTION 97
  1131. Major Incidents require?
  1132. A. Less documentation
  1133. B. Longer timescales
  1134. C. Less urgency
  1135. D. Separate procedures
  1136. Answer: D
  1137. Section: (none)
  1138. Explanation/Reference:
  1139. Explanation:
  1140. http://www.dumps.01world.in
  1141.                                                                                                                                                                   QUESTION 98
  1142. Which of the following is NOT one of the five individual aspects of Service Design?
  1143. A. The design of the Service Portfolio, including the Service Catalogue
  1144. B. The design of the technology architecture and management systems
  1145. C. The design of Market Spaces
  1146. D. The design of new or changed services
  1147. Answer: C
  1148. Section: (none)
  1149. Explanation/Reference:
  1150. Explanation:
  1151. http://www.dumps.01world.in
  1152.                                                                                                                                                                   QUESTION 99
  1153. Which of the following is NOT an objective of Problem Management?
  1154. A. Eliminating recurring Incidents
  1155. B. Minimizing the impact of Incidents that cannot be prevented
  1156. C. Preventing Problems and resulting Incidents from happening
  1157. D. Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
  1158. Answer: D
  1159. Section: (none)
  1160. Explanation/Reference:
  1161. Explanation:
  1162. http://www.dumps.01world.in
  1163.                                                                                                                                                                   QUESTION 100
  1164. Which of the following statements BEST describes a Definitive Media Library (DML)?
  1165. A. A secure location where definitive hardware spares are held
  1166. B. A secure library where definitive authorized versions of all software and back-ups are stored and protected
  1167. C. A secure electronic library that contains all copies of software and licenses
  1168. D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and
  1169. protected
  1170. Answer: D
  1171. Section: (none)
  1172. Explanation/Reference:
  1173. Explanation:
  1174. - See more at: http://www.dumps.01world.in/2012/07/itil-foundation-v3-version-11-part1.html#sthash.s1PhAagx.dpuf
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