ITIL v3_2011 Exam v1 estudio.pdf

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© 2012 IBM Corporation

ITIL Foundations v3

Exam v1



ITIL FOUNDATIONS v3_2011 © 2012 IBM Corporation

1. Which of the following would be contained in the ConfigurationManagement System (CMS)?

a) Configuration Management Database

b) Definitive Media Libraryc) Project Documentation

d) Service Portfolio

1. b, d

2. a, d, c

3. a, d

4. All of above

ITIL v3 / Questions




1. Which of the following would be contained in the ConfigurationManagement System (CMS)?

a) Configuration Management Database

b) Definitive Media Libraryc) Project Documentation

d) Service Portfolio

1. b, d

2. a, d, c

3. a, d

4. All of above

ITIL v3 / Questions






2. Which statement best describes a Risk?

a) An unplanned interruption to an IT service or reduction in quality of an ITservice

b) The unknown cause of one or more Incidents

c) Notifications created by an IT service Configuration Item (CI) or monitoringtool

d) Uncertainty of outcome, whether positive opportunity or negative threat

ITIL v3 / Questions




2. Which statement best describes a Risk?

a) An unplanned interruption to an IT service or reduction in quality of an ITservice

b) The unknown cause of one or more Incidents

c) Notifications created by an IT service Configuration Item (CI) or monitoringtool

d) Uncertainty of outcome, whether positive opportunity or negative

threat

ITIL v3 / Questions




EXPLANATION:

An unplanned interruption to an IT service or reduction in quality of an IT service isthe definition of an Incident

The unknown cause of one or more Incidents is the definition of a Problem

Notifications created by an IT service Configuration Item (CI) or monitoring tool areconsidered to be Events

ITIL v3 / Feedback




3. How does the Availability Management process add value to thebusiness?

a) Provided mechanisms for early detection of incidentsb) Delivering change, faster and at optimum cost and at minimum risk

c) Ensures that availability of systems and services matches the agreedneeds of the business

d) The Availability Management process, is the process where the customer

sees the actual value of the services that are being executed

ITIL v3 / Questions




3. How does the Availability Management process add value to thebusiness?

a) Provided mechanisms for early detection of incidentsb) Delivering change, faster and at optimum cost and at minimum risk

c) Ensures that availability of systems and services matches the agreedneeds of the business

d) The Availability Management process, is the process where the customer

sees the actual value of the services that are being executed

ITIL v3 / Questions




EXPLANATION:

The Availability Management process is responsible for the availability and reliability ofservices. Many customers judge the value of a service based on whether or not the service isavailable as required by business needs and at times that have been agreed upon.

Provided mechanisms for early detection of incidents, is a way in which the Event Managementprocess adds value to the business.

Delivering change, faster and at optimum cost and at minimum risk is a way in which theService Transition process adds value to the business.

The Service Operation process is the process where the customer sees the actual value of the

services that are being executed.

ITIL v3 / Feedback




4. What type of Metrics is used to measure Availabilityperformance?

a) Service Metrics

b) Process Metrics

c) Technology Metrics

d) Component metrics

ITIL v3 / Questions




4. What type of Metrics is used to measure Availabilityperformance?

a) Service Metrics

b) Process Metrics

c) Technology Metrics

d) Component metrics

ITIL v3 / Questions




EXPLANATION:

There are three main types of metrics used within Service Management. Theseinclude Service Metrics, Technology Metrics and Process Metrics. Metrics areuseful for measuring performance and making improvements as part of theContinual Service Improvement (CSI) process and other processes.

Component metrics are used to calculate Service Metrics.

ITIL v3 / Feedback




5. What is NOT a core volume of the ITIL Service ManagementLifecycle publications?

a) Service Design

b) Service Management

c) Service Strategy

d) Continual Service Improvement

ITIL v3 / Questions




5. What is NOT a core volume of the ITIL Service ManagementLifecycle publications?

a) Service Design

b) Service Management

c) Service Strategy

d) Continual Service Improvement

ITIL v3 / Questions




EXPLANATION:

The following are the five core volumes for the Service Management Lifecyclepublications:

Service Strategy (SS)

Service Design (SD) Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI)

Service Management is a practice and is not one of the five Service Management

core publications.

ITIL v3 / Feedback




6. Which of the following is NOT an aspect of Service Design?

a) Design service solutions including functional requirements

b) Design Service Management systems and tools

c) Design business operations procedures

d) Design technology and management architectures

ITIL v3 / Questions




6. Which of the following is NOT an aspect of Service Design?

a) Design service solutions including functional requirements

b) Design Service Management systems and tools

c) Design business operations procedures

d) Design technology and management architectures

ITIL v3 / Questions




EXPLANATION:

There are five major aspects to Service Design. They include:

Design service solutions including functional requirements Design Service Management systems and tools

Design technology and management architectures Design processes needed to design, transition, operate and improve the services Design measurement systems, methods and metrics

ITIL v3 / Feedback




7. Which of the following does NOT represent a benefit of IncidentManagement?

a) Reduce the number of incidents

b) Lower downtime for the business

c) Identify potential improvements

d) Identify training requirements

ITIL v3 / Questions






EXPLANATION:

Incident Management cannot reduce the number of incidents. The followingrepresent ways in which the Incident Management process adds value to thebusiness:

Lower downtime for the business Identify potential improvements Identify training requirements Align IT activity to business priorities

ITIL v3 / Feedback




8. Which Role acts as the custodian of technical knowledge andprovides the actual expertise to manage the infrastructure?

a) Supplier Management

b) Technical Management

c) Change Management

d) Service Level Management

ITIL v3 / Questions




8. Which Role acts as the custodian of technical knowledge andprovides the actual expertise to manage the infrastructure?

a) Supplier Management

b) Technical Management

c) Change Management


ITIL v3 / Questions




EXPLANATION:

Technical Management acts as the custodian of technical knowledge and providesthe actual expertise to manage the infrastructure. This function ensures thattechnical planning, resources and skills are optimized.

Supplier Management is responsible for managing supplier activities and has norole within Technology Management.

Change Management process is responsible for planning and implementingchanges.

Service Level Management (SLM) represents service management to the businessand vise versa. SLM also manages the Service Level Agreement.

ITIL v3 / Feedback

ITIL 3 / Q ti




9. Which process is responsible for producing the ServiceCatalogue?

a) Service Level Management

b) Service Transition

c) Service Catalogue Management

d) Service Level Agreement

ITIL v3 / Questions

ITIL 3 / Q ti




9. Which process is responsible for producing the ServiceCatalogue?


b) Service Transition

c) Service Catalogue Management

d) Service Level Agreement

ITIL v3 / Questions

ITIL v3 / Feedback




EXPLANATION:

Service Catalogue management is responsible for producing the Service Catalogueand ensuring that it contains information on all live services and those preparingto enter operational state.

The Service Level Management process is concerned with managing all currentService Level Agreements (SLA) as well as ensuring that new and changedservices are defined and captured new SLA’s are developed if required.

Service transition is a core process stage in the service management lifecycle

A Service Level Agreement is an agreement with the customer that describes theservices and documents targets etc.

ITIL v3 / Feedback

ITIL v3 / Questions




10. Which terms represent sources for Good Practice?

a) Standards

b) Privately held companies

c) Proprietary knowledge of organizations and individuals

d) Public Frameworks

ITIL v3 / Questions

1. b, c, d

2. a, b, c

3. a, c, d

4. All of the above

ITIL v3 / Questions




10. Which terms represent sources for Good Practice?

a) Standards

b) Privately held companies

c) Proprietary knowledge of organizations and individuals

d) Public Frameworks

ITIL v3 / Questions

1. b, c, d

2. a, b, c

3. a, c, d

4. All of the above

ITIL v3 / Feedback




EXPLANATION:

Sources for Good Practice include:

Standards Proprietary knowledge of organizations and individuals

Public frameworks Standards

ITIL v3 / Feedback

ITIL v3 / Questions




11. Which option represents the Do stage of the Deming cycle?

a) Project Plan

b) Audit

c) Project

d) New Action

ITIL v3 / Questions

ITIL v3 / Questions




11. Which option represents the Do stage of the Deming cycle?

a) Project Plan

b) Audit

c) Project

d) New Action

ITIL v3 / Questions

ITIL v3 / Feedback




EXPLANATION:

The Deming Cycle consists of four stages; Plan, Do, Check and Act. These stagesare used to improve quality. Firstly there is a plan (project plan), then the project iscreated and executed (Do) then an audit is conducted (Check) and new actions aretaken (Act).

3 / eedbac

ITIL v3 / Questions




12. What stage of the Service Management lifecycle includesguidance on achieving effectiveness and efficiency in the deliveryand support of services so as to ensure value for the customer

and the service provider?

a) Service Transition

b) Service Operation

c) Service Strategy

d) Service Design

ITIL v3 / Questions




12. What stage of the Service Management lifecycle includesguidance on achieving effectiveness and efficiency in the deliveryand support of services so as to ensure value for the customer

and the service provider?

a) Service Transition

b) Service Operation

c) Service Strategy

d) Service Design

ITIL v3 / Feedback




EXPLANATION:

Service Operation embodies practices in the management of Service Operations. Itincludes guidance on achieving effectiveness and efficiency in the delivery andsupport of services so as to ensure value for the customer and the serviceprovider. Strategic objectives are ultimately realized through Service Operations,

therefore making it a critical capability

ITIL v3 / Questions




13. Which statement does NOT describe a benefit of measurementdesign within the Service Design process?

a) Business managers and customers can get a top level “dashboard“, alignedwith business needs and processes

b) Process owners and managers can view the performance of theirprocesses

c) Continual Service Improvement will not need to create baselines

d) Technical specialists can look at the performance of individual components

ITIL v3 / Questions




13. Which statement does NOT describe a benefit of measurementdesign within the Service Design process?

a) Business managers and customers can get a top level “dashboard“, alignedwith business needs and processes

b) Process owners and managers can view the performance of theirprocesses

c) Continual Service Improvement will not need to create baselines

d) Technical specialists can look at the performance of individual components

ITIL v3 / Feedback




EXPLANATION:

Measurement design should be carefully considered in order to measure theeffectiveness and quality of the services.

Continual Service Improvement established baselines to establish a point for

future reference and comparison.

ITIL v3 / Questions




14. Which statement does NOT represent a responsibility of theProcess Owner?

a) Address issues with the running of the process b) Provides the business case for implementation of the process

c) Communicates with managers to ensure sufficient staff and resources areavailable to support the process

d) Assisting with and being responsible for the process design of the process

ITIL v3 / Questions




14. Which statement does NOT represent a responsibility of theProcess Owner?

a) Address issues with the running of the process b) Provides the business case for implementation of the process

c) Communicates with managers to ensure sufficient staff and resources areavailable to support the process

d) Assisting with and being responsible for the process design of the process

ITIL v3 / Feedback




EXPLANATION: The Process Owner role is responsible for the sponsorship, design, changemanagement and continual improvement of a process. This role ensures that aprocess is fit for purpose.

ITIL v3 / Questions




15. What statement represents one of the main goals of theService Transition stage of the service management lifecycle?

a) To set customer expectations on how the performance and use of the newor changed service can be used to enable business change

b) Review and analyze Service Level Achievement results

c) To coordinate and carry out the activities and processes required to deliverand manage services at agreed levels

d) Improve cost effectiveness of delivering IT services without sacrificingcustomer satisfaction

ITIL v3 / Questions




15. What statement represents one of the main goals of theService Transition stage of the service management lifecycle?

a) To set customer expectations on how the performance and use of thenew or changed service can be used to enable business change

b) Review and analyze Service Level Achievement results

c) To coordinate and carry out the activities and processes required to deliverand manage services at agreed levels

d) Improve cost effectiveness of delivering IT services without sacrificingcustomer satisfaction

ITIL v3 / Feedback




EXPLANATION: The goals of the Service Transition stage of the lifecycle are:

Set customer expectationsEnsure there is minimal unpredicted impact on the production services Increase the customer, user and Service Management staff satisfaction

Increase proper use of the services and underlying applications and technology solutions Provide clear and comprehensive plans

Review and analyze Service Level Achievement results is an objective of Continual ServiceImprovement (CSI)

To coordinate and carry out the activities and processes required to deliver and manage

services at agreed levels is the purpose of Service Operation

Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction isan objective of Continual Service Improvement (CSI)

ITIL v3 / Questions




16. Which of the following represent types of tools that should beincluded in a technology toolset offered by a Service Provider?

a) Self Help b) Integrated CMS

c) Remote Control

d) Dashboards

1. c, d

2. a, b, c

3. b, c, d

4. All of the above

ITIL v3 / Questions




16. Which of the following represent types of tools that should beincluded in a technology toolset offered by a Service Provider?

a) Self Help b) Integrated CMS

c) Remote Control

d) Dashboards

1. c, d

2. a, b, c

3. b, c, d

4. All of the above

ITIL v3 / Feedback




EXPLANATION: A Service Provider’s technology toolset should include technology tools to assistin all of the areas defined above. In addition, reporting, diagnostic utilities,workflow processes, deployment/licensing and business integration are all areasthat can benefit from a good technology toolset.

ITIL v3 / Questions




17. What process ensures that ITSM processes are developed anddeployed in support of an end-to-end service management

approach to business customers?


b) Change Management

c) Continual Service Improvement

d) Service Strategy

ITIL v3 / Questions




17. What process ensures that ITSM processes are developed anddeployed in support of an end-to-end service management

approach to business customers?


b) Change Management

c) Continual Service Improvement

d) Service Strategy

ITIL v3 / Feedback




EXPLANATION: Improvement is in itself a process within ITSM and should include definedactivities, inputs, outputs, roles and reporting. CSI is responsible to ensure thatthese processes are developed and delivered.



ITIL v3 / Questions




18. Which Role communicates closely with the Process Ownerthroughout the service management lifecycle?

a) Service Owner

b) Service Manager

c) Change Manager

d) Operations Manager

ITIL v3 / Feedback




EXPLANATION: The Service Owner communicates closely with the Process Owner throughout theservice management lifecycle. The Service Owner role is responsible for thedelivery of the service.

ITIL v3 / Questions




19. Which are the basic types of services?

a) Basic services, external and internal services

b) Enabling services, enhancing services and core services

c) IT services, share services and internal services

d) Customer services, vendor services and supplier services

ITIL v3 / Questions




19. Which are the basic types of services?

a) Basic services, external and internal services

b) Enabling services, enhancing services and core services

c) IT services, share services and internal services

d) Customer services, vendor services and supplier services

ITIL v3 / Feedback




EXPLANATION:

Types of service

Core services deliver the basic outcomes desired by one or more customers.Enabling services are services that are needed in order for a core service to bedelivered.Enhancing services are services that are added to a core service to make it moreexciting or enticing to the customer.

ITIL v3 / Questions




20. Which of the following is NOT included in the SupplierManagement process?

a) Create supplier budgets on behalf of the business for supplier acquisition

b) Implementation and enforcement of the supplier policy

c) Maintenance of standard contracts, terms and conditions

d) Contract renewal, review and termination

ITIL v3 / Questions




20. Which of the following is NOT included in the SupplierManagement process?

a) Create supplier budgets on behalf of the business for supplier acquisition

b) Implementation and enforcement of the supplier policy

c) Maintenance of standard contracts, terms and conditions

d) Contract renewal, review and termination

ITIL v3 / Feedback




EXPLANATION:

The Supplier Management process should include all management activities andcontract management of suppliers. This process is primarily a responsibility of theService Provider. However, the Service Provider may need to implement thismanagement process within predefined organizational guidelines. The SupplierManagement process is not responsible for creating budgets for the business.



ITIL v3 / Questions




21. Which of the following is considered a customer facingdocument containing services that are presently active in theService Operation phase as well as services that have been

approved to be offered to new or prospective customers?

a) Service Portfolio

b) Service Catalogue

c) Service Pipeline

d) Service Level Package

ITIL v3 / Feedback




EXPLANATION:

The Service Catalogue is a customer facing sub-set of services contained within the ServicePortfolio. It is customer focused and is useful for developing service solutions to satisfyparticular customer requirements. Before a service is added to the Service Catalogue, it mustundergo due diligence on cost and risk.

The Service Portfolio includes Services in all stages of development across all customers andmarket spaces. The stages include: requirements, defined, analyzed, approved, chartered,designed, developed, built, test, released, operational and retired.

The Service Pipeline is a document or database listing all services under consideration fordevelopment, but are not yet available to customers.

A Service Level Package is a defined level of Utility and Warranty for a particular ServicePackage

ITIL v3 / Questions




22. What is the reason that processes exist within the ServiceManagement lifecycle?

a) Deliver value to customers by facilitating outcomes customers want to achieve

without the ownership of specific costs and risks b) Structure organizations to implement the specialization principle

c) Identify and implement individual activities to improve IT service quality andimprove the efficiency and effectiveness of enabling ITSM processes

d) Deliver specific results

ITIL v3 / Questions




22. What is the reason that processes exist within the Service

Management lifecycle?

a) Deliver value to customers by facilitating outcomes customers want to achieve

without the ownership of specific costs and risks b) Structure organizations to implement the specialization principle

c) Identify and implement individual activities to improve IT service quality andimprove the efficiency and effectiveness of enabling ITSM processes

d) Deliver specific results

ITIL v3 / Feedback




EXPLANATION:

The reason a process exists is to deliver a specific result. This result must be individuallyidentifiable and countable. While we can count changes, it is impossible to count how manyService Desks were completed. So change is a process and Service Desk is not: it is a function.

Services deliver value to customers by facilitating outcomes customers want to achievewithout the ownership of specific costs and risks. A process is an element of a service.

Structuring organizations to implement the specialization principle is a goal of a Function.

Identify and implement individual activities to improve IT service quality and improve theefficiency and effectiveness of enabling ITSM processes is a goal of Continual ServiceImprovement (CSI)

ITIL v3 / Questions




23. Which of the following would NOT be considered a Service

Request?

a) A request to change a password

b) A request to have a new server installed in the finance department c) A call to the service desk requesting information regarding hours of business

d) A report to the service desk that a workstation cannot connect to the Internet

1. b, d

2. a, c

3. b, c, d

4. All of the above

ITIL v3 / Questions




23. Which of the following would NOT be considered a Service

Request?

a) A request to change a password

b) A request to have a new server installed in the finance department c) A call to the service desk requesting information regarding hours of business

d) A report to the service desk that a workstation cannot connect to the Internet

1. b, d

2. a, c

3. b, c, d

4. All of the above

EXPLANATION

ITIL v3 / Feedback




EXPLANATION:

Service requests are usually low impact, frequently occurring and routine and lowrisk changes. This could include requests for information or any routine service,requested from the service desk.

Requesting a new server installation for the Finance department would require a

change request as it is a major change.

A report to the service desk that a workstation cannot connect to the Internetwould be considered an Incident.



24 Whi h t t t b t d ib bj ti f IT O ti

ITIL v3 / Questions




24. Which statement best describes an objective of IT Operation

Management?

a) Ensure stability of the day-to-day processes and activities

b) Application of technical skills to resolve technical problems c) Design improvement plans for technical infrastructure components

d) Test all new equipment before implementing into the live environment

1. a, c

2. a, b

3. a, b, c

4. All of the above

EXPLANATION:

ITIL v3 / Feedback




EXPLANATION:

The main objectives of IT Operation Management are to maintain the day-to-dayactivities of operations. This would include monitoring systems and fixingtechnical problems as they occur.



25 Within the context of Service Management what is the most

ITIL v3 / Questions




25. Within the context of Service Management, what is the most

important view of IT as a set of services?

a) Supplier

b) Internal c) External

d) Technical management

1. a, c

2. b, c

3. a, c, d

4. All of the above



26 Who decides what information must be protected and the level

ITIL v3 / Questions




26. Who decides what information must be protected and the level

of protection required?


b) The business c) The Service Owner

d) The Service Manager


ITIL v3 / Questions





of protection required?


b) The businessc) The Service Owner

d) The Service Manager

EXPLANATION:

ITIL v3 / Feedback




All security considerations need to be considered from the context of thebusiness. This includes physical and technical aspects of security. Only thebusiness can decide what needs to be protected and the level of protectionrequired.

The Service Owner is the role responsible for the delivery of a specific service.

The Service Manager is responsible for managing the lifecycle of one or moreservices.

To define, document, agree, monitor, measure, report and review the level of IT

services is a main objective of Service Level Management.

27. Which term represents the database containing information

ITIL v3 / Questions




p gand resolution regarding Incidents and Problems that haveoccurred in the past?

a) Known Error Database (KEDB)

b) Definitive Media Library (DML)

c) Availability Management Information System (AMIS)

d) Capacity Management Information System (CMIS)

27. Which term represents the database containing information

ITIL v3 / Questions




p gand resolution regarding Incidents and Problems that haveoccurred in the past?

a) Known Error Database (KEDB)

b) Definitive Media Library (DML)

c) Availability Management Information System (AMIS)

d) Capacity Management Information System (CMIS)

EXPLANATION:

ITIL v3 / Feedback




The Known Error Database holds information and resolutions to previously knownerrors. This database should hold detailed information for all Known Error records.

The Definitive Media Library (DML) is one or more locations where authorizedsoftware and associated licenses and documentation is stored.

The Availability Management Information System (AMIS) is a repository containingall information pertinent to the Availability Management system.

The Capacity Management Information System (CMIS) is a repository containing allinformation pertinent to the Capacity Management process.

28. Which term defines a logical concept that refers to the people

ITIL v3 / Questions




and automated measures that execute a defined process, anactivity or a combination of processes or activities?

a) Active Monitoring

b) Asset Management

c) Function


28. Which term defines a logical concept that refers to the people

ITIL v3 / Questions




and automated measures that execute a defined process, anactivity or a combination of processes or activities?

a) Active Monitoring

b) Asset Management

c) Function


EXPLANATION:

ITIL v3 / Feedback




A function is a logical concept that refers to the people and automated measuresthat execute a defined process, an activity or a combination of processes oractivities. In larger organizations, a function may be broken out and performed byseveral departments, teams and groups, or it may be embodied within a singleorganizational unit

Active monitoring is monitoring of a configuration item or an IT Service that usesautomated regular checks to discover the current status

Asset Management is the process responsible for tracking and reporting the valueand ownership of financial assets throughout their lifecycle

A deliverable is something that must be provided to meet a commitment in aService Level Agreement or a contract

29. Which of the following is NOT a part of the Financial

ITIL v3 / Questions




Management process?

a) Budgeting

b) Ordering

c) Charging requirements

d) Accounting

29. Which of the following is NOT a part of the Financial

M ?

ITIL v3 / Questions




Management process?

a) Budgeting

b) Ordering

c) Charging requirements

d) Accounting

EXPLANATION:

ITIL v3 / Feedback




The main activities of Financial Management are, to manage budgeting, accountingand charging requirements.



30. Which option best describes an Alert?

ITIL v3 / Questions




a) A notice from the Change Management process that a change isscheduled

b) Distribution of documentation containing instructions on how to install newsoftware

c) The cause of one or more incidents

d) A warning generated by a monitoring tool indicating that a threshold

has been reached



31. What is the purpose of the Service Operation stage of the

Service Management Lifecycle?

ITIL v3 / Questions





a) To coordinate and carry out the activities and processes required todeliver and manage services at agreed levels to business users and

customers

b) The design of new or changed services for introduction into the liveenvironment

c) Plan and manage the capacity and resources required to package, build,test and deploy a release into production and establish the service

specified in the customer and stakeholder requirements d) Ensure that the service can be managed, operated and supported in

accordance with the requirements and constraints specified within theService Design

31. What is the purpose of the Service Operation stage of the


ITIL v3 / Questions





a) To coordinate and carry out the activities and processes required todeliver and manage services at agreed levels to business users and

customers

b) The design of new or changed services for introduction into the liveenvironment

c) Plan and manage the capacity and resources required to package, build,test and deploy a release into production and establish the service

specified in the customer and stakeholder requirements d) Ensure that the service can be managed, operated and supported in

accordance with the requirements and constraints specified within theService Design

EXPLANATION:

Service Operation is the process that delivers and manages the services at the

ITIL v3 / Feedback




Service Operation is the process that delivers and manages the services at theagreed service levels set out in the SLA. Service Operation performs the day-to daymanagement and monitoring activities of the technology and services.

Designing new or changed services is an activity of Service Design. Planning and

managing capactity and resources is an activity of Service Design. Ensuring thatthe services can be managed, operated and supported is an activity of ServiceStrategy.

32. Within Service management, the achievement of strategic

goals and objectives requires what?

ITIL v3 / Questions





a) Strategic assets

b) Problem management c) Asset and Configuration Management

d) Project management

32. Within Service management, the achievement of strategic


ITIL v3 / Questions





a) Strategic assets

b) Problem management c) Asset and Configuration Management

d) Project management

EXPLANATION:

The achievement of strategic goals or objectives requires the use of strategic

ITIL v3 / Feedback




The achievement of strategic goals or objectives requires the use of strategicassets. The Service Strategy volume shows how to transform service managementinto a strategic asset

Problem management is a component of Service Operation and is not concerned

with Service Strategy

Asset and Configuration Management is a component of Service Transition and isnot concerned with Service Strategy

Project management is only concerned with specific project activities of the

Service Management lifecycle

33. How does Release and Deployment Management add value to

the business?

ITIL v3 / Questions




the business?

a) Delivering changes quickly, at reduced cost and reduced risk

b) Delivering change with reduced risk

c) Optimizing cost of changes

d) Ensuring changes are always successful

a) a, c, d

b) a, b, c

c) b, c, d

d) All of the above

33. How does Release and Deployment Management add value to

the business?

ITIL v3 / Questions




a) Delivering changes quickly, at reduced cost and reduced risk

b) Delivering change with reduced risk

c) Optimizing cost of changes

d) Ensuring changes are always successful

a) a, c, d

b) a, b, c

c) b, c, d

d) All of the above

EXPLANATION:

The Release and Deployment Management process adds value by providing quick

ITIL v3 / Feedback




The Release and Deployment Management process adds value by providing quick,cost-efficient changes at a reduced level of risk and improves the consistency ofchanges. This process also helps to ensure that the changes implemented, meetthe customers needs.

34. The Problem Management process has discovered that a

server is experiencing intermittent problems with performance. Achange req est has been s bmitted to replace the ser er before it

ITIL v3 / Questions




p g p pchange request has been submitted to replace the server before it

fails. What type of change does this scenario represent?

a) Normal change b) Standard change

c) Emergency change

d) Service change

34. The Problem Management process has discovered that a

server is experiencing intermittent problems with performance. Achange request has been submitted to replace the server before it

ITIL v3 / Questions




change request has been submitted to replace the server before it

fails. What type of change does this scenario represent?

a) Normal changeb) Standard change

c) Emergency change

d) Service change

EXPLANATION:

Normal changes are changes that follow the normal pre-defined change process but are notpre authorized In the scenario provided the server replacement followed normal change

ITIL v3 / Feedback




pre-authorized. In the scenario provided, the server replacement followed normal changerequest procedures with include submitting a request for change.

A standard change is preauthorized and has predefined procedures for managing changes thatoccur on a regular basis.

Emergency changes are high priority changes that usually require consideration by theEmergency Change Advisory Board (ECAB).

A service change is defined as “the addition, modification or removal of authorized, planned orsupported service or service component and its associated documentation”.

35. Which process completes regular Risk Analyses and performs

Risk Management activities?

ITIL v3 / Questions




a) Service Level Management b) Service Continuity Management

c) Incident Management

d) Problem Management

35. Which process completes regular Risk Analyses and performs

Risk Management activities?

ITIL v3 / Questions




a) Service Level Management b) Service Continuity Management

c) Incident Management

d) Problem Management

EXPLANATION:

The Service Continuity Management process conducts regular risk analyses andrisk management activities These analyses and activities are performed in

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risk management activities. These analyses and activities are performed inconjunction with the business, Availability Management and Security Managementbecause these processes must manage services within a defined level of risk.

The Service Level Management process is concerned with managing all currentService Level Agreements (SLA) as well as ensuring that new and changedservices are defined and captured new SLA’s are developed if required.

The Incident Management process manages the lifecycle of all incidents.

The Problem Management process is responsible for managing the lifecycle of allproblems.

36. Which process or function, maintains information about

problems and their workarounds?

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a) Incident Management b) Service Desk

c) Problem Management

d) Change Management

36. Which process or function, maintains information about

problems and their workarounds?

ITIL v3 / Questions




a) Incident Management b) Service Desk

c) Problem Management

d) Change Management

EXPLANATION:

Problem Management maintains information about problems and workarounds.Maintaining this information and working closely with Incident Management will

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Maintaining this information and working closely with Incident Management willhelp to reduce the number of incidents over time.

Incident Management does not manage problems.

The Service Desk is the focal point between the service provider and the business.

Change Management is responsible for implementing changes after the root causeof problems has been determined by Problem Management.

37. Within the context of ITIL, what is considered the cornerstone

of Continual Service Improvement (CSI)?

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a) Deming Cycle b) Waterfall Cycle

c) 7 Step Improvement Process

d) Service Continuity Plan

37. Within the context of ITIL, what is considered the cornerstone

of Continual Service Improvement (CSI)?

ITIL v3 / Questions




a) Deming Cycle b) Waterfall Cycle

c) 7 Step Improvement Process

d) Service Continuity Plan



38. Part of business relationship management process is focused

on?

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1) Understand how services meet customer requirements

2) Levels of customer satisfaction

3) How to optimize services for the future

4) Technology trends that could impact current services

a. All of the above

b. 2, 3 and 4 only c. 1, 2, and 4 only d. 2 ann 3 only

38. Part of business relationship management process is focused

on?

ITIL v3 / Questions




1) Understand how services meet customer requirements

2) Levels of customer satisfaction

3) How to optimize services for the future

4) Technology trends that could impact current services

a. All of the above

b. 2, 3 and 4 only c. 1, 2, and 4 only d. 2 ann 3 only

EXPLANATION:

The objectives of the Business Relationship Mangement are: Understand howservices meet customer requirements, Levels of customer satisfaction, How to

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qoptimize services for the future, Technology trends that could impact currentservices

39. Which statement represents a challenge for Service

Management?

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a) Demand is tightly coupled with customer assets

b) Funding is always difficult to acquire

c) Supply is sometimes unavailable

d) Resources are more difficult to acquire than capabilities

39. Which statement represents a challenge for Service

Management?

ITIL v3 / Questions




a) Demand is tightly coupled with customer assets

b) Funding is always difficult to acquire

c) Supply is sometimes unavailable

d) Resources are more difficult to acquire than capabilities







EXPLANATION:

All options are correct. In addition to the correct options above, service automationcould also be beneficial for classification and optimization.

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ITIL v3_2011 Exam v1 estudio.pdf

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