1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
a) What is the vision?
b) Did we get there?
c) Is there budget?
d) Where are we now?
2. What is the RACI model used for?
a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management
3. What is the main reason for establishing a baseline?
a) To standardize operation
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison
4. Which of the following is NOT an objective of Service Operation?
a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes
5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?
a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) They are driven by the delivery schedule generated by capacity management
6. Which of the following is NOT one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
7. Which of the following statements is CORRECT?
1. Only one person can be responsible for an activity
2. Only one person can be accountable for an activity
a) All of the above
b) 1 only
c) 2 only
d) None of the above
8. Which is the correct sequence of events in the selection of a technology tool?
a) Select Product, Requirements, Selection Criteria, Evaluate Product
b) Selection Criteria, Requirements, Evaluate Product, Select Product
c) Requirements, Selection Criteria, Select Product, Evaluate Product
d) Requirements, Selection Criteria, Evaluate Product, Select Product
9. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4
d) 1, 2 and 4
10. The priority of an Incident refers to?
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is resolved in time
d) The escalation path that will be followed to ensure resolution of the incident
11. The goal of Service Asset and Configuration Management is to?
a) Account for all financial assets of the organization
b) Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services
c) Build service models to justify the ITIL implementations
d) Implement ITIL across the organization
12. Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
a) Event management and Request Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management
13. Which of the following identifies two Service Portfolio components within the Service Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Management System
14. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only
15. Business drivers and requirements for a new service should be considered during?
a) Review of the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers
16. The BEST definition of an event is?
a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
b) An occurrence that is significant for the management of the IT infrastructure or delivery of services
c) A known system defect that generates multiple incident reports
d) A planned meeting of customers and IT staff to announce a new service or improvement program
17. What does the Service V model represent?
a) A strategy for the successful completion of all Service Management projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of resources
c) Levels of Configuration and testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of services
18. Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from, technical failures
19. The following options are considered within which process?
1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual
a) Incident Management
b) Release and Deployment Management
c) Service Asset and Configuration Management
d) Service Catalogue Management
20. Which of the following activities is Service Level Management responsible for?
a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about service
21. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology
22. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
23. Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the appropriate control action
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices
24. Consider the following statements:
1. CSI provides guidance on how to improve process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases of the service lifecycle
4. CSI provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above
25. Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations
2. They are self-contained units with their own capabilities and resources
3. They rely on processes for cross-functional coordination and control
4. They are costlier to implement compared to processes
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All of the above
d) None of the above
26. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?
a) They are likely to increase gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are likely to reduce initially and then gradually return to current level
27. Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Management negotiates internal and external agreements to support the delivery of services
b) Supplier Management ensures that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contracts Database
d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement
28. Which of the following BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak one language
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location
29. What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods
b) To assist the Change Manager in implementing emergency changes
c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
d) To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.
30. Which of the following is a good use of a baseline?
a) The desired end state of a project
b) A marker or starting point for later comparison
c) The current desktop models in use
d) The type of testing to be done for a release
31. The main objective of Availability Management is?
a) To monitor and report availability of services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability matches or exceeds the agreed needs of the business
32. Operations Control refers to?
a) The managers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) The tools used to monitor and display the status of the IT Infrastructure and Applications
d) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available
33. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
d) All of the above
34. Which of the following is NOT an example of a Service Request?
a) A user calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to change the functionality of an application
c) A Manager submits a request for a new employee to be given access to an application
d) A user logs onto an internal website to download a licensed copy of software from a list of approved options
35. A Service Level Package is best described as?
a) A definite level of utility and warranty associated with a core service package
b) A description of customer requirements used to negotiate a Service Level Agreement
c) A description of the value that the customer wants and for which they are willing to pay
d) A document showing the Service Levels achieved during an agreed reporting period
36. Incident Management has a value to the business by?
a) Helping to control infrastructure cost of adding new technology
b) Enabling users to resolve Problems
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of impact
37. A Service owner is responsible for which of the following?
a) Recommending improvements
b) Designing and documenting a Service
c) Carrying out the Service Operations activities needed to support a Service
d) Producing a balanced scorecard showing the overall status of all Services
38. The four stages of the Deming Cycle are?
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit
d) Plan, Do, Check, Act
39. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
a) Define what you should measure, define what you can measure, gather data and process data
b) Gather data, process data, analyze data and present data
c) What is the vision, where are we now, what do we want to be, how do we get there?
d) Gather data, process data, define what you should measure and define what you can measure
40. Which of the following statements is CORRECT for all processes?
a) They define activities, roles, responsibilities, functions and metrics
b) They create value for stakeholders
c) They are carried out by a Service Provider in support of a Customer
d) They are units of organizations responsible for specific outcomes
More information about ITIL can be obtained at http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library
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217 comments:
1 – 200 of 217 Newer› Newest»This looks good and Recent. Will post some more pdfs for the same
cool. thnx
Hi Rahul,
Wish to discuss on the ITIL foundation V3, please reply back to me to the below id
shalini_jessica@yahoo.com
I suggest that everyone ask their questions on the forum and not request a personal answer. Please be detailed in your request.
Due to time constraints and work commitments, I may not always be there to answer your queries, but hopefully someone else could give you a pointer in the right direction.
Rahul.
Hi there,
Could some one give me the book as PDF for giving this ITIL exam please.
Can some one help me ?
Cheers.
hello this is ilker,
your answer to one of the questions is wrong.
21. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology
. Customers don't care about IT objectives. The answer is A.
I think 17 is also wrong, I believe correct answer to:
17. What does the Service V model represent?
is
c) Levels of Configuration and testing required to deliver a Service Capability
Hi,
How does one register / apply for the ITIL v3 foundation certificate. Please advise, thank you.
Jack Murthy
ITIL V3 Foundation 101 test/exam is now available via prometric
Hi there,
Please send me a book as PDF for IT Service Operation. Please send to faith.ntsheki@t-systems.co.za
Thanks!
Dear all,
who ever attended for ITIL,please provide the latest dumps to me.
I am looking Desperately for the latest dumps to clear the exam.
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hi,
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Hi All,
I am planning to give ITIL V3 certification, any suggestions inregards to how to go about it are welcomed. Please help me.
who ever attended for ITIL,please provide the latest dumps to me.
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Hi There,
Can any one of you please give me ITIL foundation V3 book as PDF to prepare for the exam.
you can send this on Email saw.raj2005@gmail.com
Many Thanks,
Man I didn't get even a single question from these dumps. moreover the exam was very very tough. God only saved me.
Being a house wife now...I am finding it extremely difficult to prepare for ITIL. Does any one know where I can get a certification from?? I totally understand that this is pretty bad but I am left with no choice. I have been trying to prepare for the exam since past 4 months and it seems next to impossible with my little son. Any help in this regards will be greatly appreciated.
Dear, wud u mind providing answers to Paper-1 pls.. Not able to see bold text answers in paper-1 like other papers.
Guys can someone tell me what is th use of taking cartification in ITIL. Do we have career in this field what about the future and in what kind of companies we can get jobs after getting this certifications.
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@teena
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just passed my ITIL V3 Foundation exam, thanks for the samples
Hey,
can you help me please :(
ITIL V3 Service Capability OSA Certification
Can you provide me with any info / help on this - I have to sit it in a few weeks :(
abb16ott@hotmail.com
Thanks
Can someone please mail me the e-book for th ITIL foundation V3. It would be of great help.
Can someone please mail me the e-book for th ITIL foundation V3. It would be of great help.
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I think Question 17 is incorrect.
What does the Service V model represent?
a) A strategy for the successful completion of all Service Management projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of resources
c) Levels of Configuration and testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of services
The correct answer is c) The Service V Model can be used to represent the different configuration levels to be built and tested to deliver a service capability.
I agree withn Ilker about question 21, the correct answer is a)
dear friends,
i m new to this, please help me find course material, and where to register as well as where to appear for exams in india .
thanks and regards
diwan sher
dear friends,
i m new to this, please help me find course material, and where to register as well as where to appear for exams in india .
please mail me : deewanji@gmail.com
thanks and regards .
diwan sher
i was studing it through a link...but it seems the course material wasn't useful.
can somebody send me the relevant course material
kavs_shri@rediffmail.com
can some body send me the latest dumps of questions ...
kavs_shri@rediffmail.com
For question 21, "a" is definitely wrong beacuse objectives can either be business or IT related . when analysing atributes of an outcome, you dont analyse the desired outcome but the process metrics of the outcome since that is an attribute.Also it should tie in with business objecives(ROI) and IT objectives( infastructure). answer is b
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Am preparing for the ITIL foundation V3 exam.
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buggs
Yay! passed.....well, just! 75%. The questions were a lil tricky, but I guess if you study and understand the basics enough, you'll be alright! Moving on to my first intermediate ....SOA i think!
Please can anyone send me some useful ITIL dumps.....e-mail-shivakrishna.yadav1@gmail.com.
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There are more questions and answers at the following link :
http://velagaleti18.blogspot.com/2011/01/itil-v3-foundation-practice-questions.html..
All the Best !
Hey this is Saurabh, completed ITIL few days back. I checked these Questions and found these are completely outdated.
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nice information thanks for questions posted...........
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http://pm-alok.blogspot.com/
-------------------------------
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Hi All,
Am planning to take this ITIL V3 foundation exam. Anyone who has the Exam materials or PDF's then please post it to reach2vj@gmail.com
Thanks,
V
I don't know whether the people who have cleared the certification are active , if anyone with dumps please please do share it at yogads@gmail.com
i would appreciate if someone can send me the latest dumps of ITIL exam. thanks
No need to worry, ITIL @ 8000[all inclusive] and score more than 95 % . Reply back at gargchap@gmail.com
I need some study material pliz help by sending to my mail shingieshingie@gmail.com
I have exam on Wednesday please any one can send me dumps that would be great ahmed.farhan@gmail.com
I have exam on Wednesday please any one can send me dumps that would be great ahmed.farhan@gmail.com
Get latest dumps here.
http://www.dumps.01world.in
I am planning to give ITIL this month, so plz provide the lastest dump if any one has.
guravmandar02@gmail.com
Hi,
i'm looking for latest ITIL dumps for preparing exam, if anybody has dumps and ebook please send me on my email kmh.kfmh@gmail.com
Regards
Hi,
please anybody can help me, i want preparing to write ITIL exam, guys i need your help please send me latest dumps if possible please send me visual certexam key.
Regards
KMH
need to take the ITIL V3 ASAP. is this the latest question pool "ITIL V3 EX0-101.v2012-09-15.V-102" ?
please let me know tommy@nycperformance.com
need to take the ITIL V3 ASAP. is this the latest question pool "ITIL V3 EX0-101.v2012-09-15.V-102" ?
please let me know tommy@nycperformance.com
for latest ITIL questions click below link.. questions given in 5 set, total no. of questions is around 125
ITIL Foundation Dumps 2012 questions
I request someone to send me ITIL dumps and e books on itsnishith@gmail.com
Thank you faraz ahmad for sharing! :)
I need to take the exam and pass it.
This will change my career in IT industry. Can someone help me send the latest dumps? We can arrange through email. Please email me at wiffy018@yahoo.com
Hey
Can anyone tell me should one study books or just dumps to pass this exam?
If anyone has any material for ITIL foundation, plz fwd it to msg4sunny@gmail.com
Could someone please send ITIL exam dump as I am planning to sit the exam on Wednesday 23rd Jan. Many thanks..
kindly send it to mailpinkesh@yahoo.com
Hi there,
anyone who can send me recent itil v3 questions to prepare for the certification / exam?
please mail to elle.anonimo@googlemail.com
thank you!
Hello All,, could you please send me latest dumps at my email jvdhruv@gmail.com.
Thanks in advance...
Could you please send me the latest dumps to my email harrisbioinfo@gmail.com
can some one please send me the latest ITIL dumps to santosh11ch@gmail.com?
I am planning to write ITIL certification. can someone please send the dumbs to sureshbaboo84@gmail.com
Hi,
Can some one please share the ITIL dumps at abdulazeem_it@hotmail.com.
Thanks.
Greetings!
Can you please email latest ITIL Foundation exam dumps at this address: prakash5455@gmail.com
Thanks in advance.
Hi guys,
I am going to the ITIL Foundation exam this week. Could u please send the latest exam dumps to alsafon@hotmail.com.
Thanks a lot!
Hi guys,
I am going to the ITIL Foundation exam this week. Could u please send the latest exam dumps to weyjohny@gmail.com
Thanks a lot in Advance.
Bala
Hi guys,
I am going to the ITIL Foundation exam this week. Could u please send the latest exam dumps or ebook to dimalex21@gmail.com
Thanks a lot in Advance.
Dim
Hi guys,
I am also going to the ITIL Foundation exam next week. Could u please send the latest exam dumps or ebook to thenashnt@gmail.com
I shall be very thankful to all of you.
asif
hi am going to attempt the ITIL foundaton V3 exam on 31 05 2013 can someone kindly forward the dump to my email leomunene@gmail.com
thanks in advance
Would you please send me the latest Dump for itil V3 halehameli@yahoo.com/Thank you
Hi,
I am giving exam next week. Can someone please send me the latest dump at testeravid@gmail.com?
Thanks!
Avid
Hi,
I am giving exam next week. Can someone please send me the latest dump at testeravid@gmail.com?
Thanks!
Avid
Hi ,
Please anyone send me the latest dumps of ITIL foundation V3 EX0-101
to my mail id praba24@gmail.com
Thanks in advance .please do send me .
Hi ,
Please anyone send me the latest dumps of ITIL foundation V3 EX0-101
to my mail id praba24@gmail.com
Thanks in advance .please do send me .
Hi,
I am my ITIL v3 foundation exam is due on 30 June. Please help me by sending dumps to my email id
ritishaster@gmail.com
Thanks,
Ritisha
Hi
Please anyone ITIL send dumps to my id rajatgupta_87@yahoo.co.in
Hi
I'm interested to give certification on ITIL. please let me know what are the stuff i need to prepare for this test.Please share your latest dumps if you have any sasivudu@gmail.com
Found many ITIL Exam Papers @ http://itil-v3-exam-question-papers.blogspot.co.uk/
I found this blog interesting, it explains Security Policies in relation to ITIL.
http://itil-v3-exam-question-papers.blogspot.co.uk/2013/07/why-do-you-require-security-policy.html
Hi,
Could you please send the ITIL V3 certification dumps to rammohanavvs@gmail.com
Need help to practice for the ITIL exam. Can you help... Thanks in advance :) les77u@gmail.com
Hi guys,
I am going to the ITIL Foundation exam next mounth. Could u please send the latest exam dumps or ebook to androide80@gmail.com
Thanks a lot in Advance.
Joe
ITIL training company is offering ITIL foundation Exams.
I am sitting for ITIL V3 foundation + ITIL Operational Support and Analysis exam soon. Can someone help me send a recent dumps to seman.barak@gmail.com. I thank you in advance for your assistance. You're all great!
hello,
Can anyone please send me ITIL dumps on my mail id - akhil86@gmail.com
Hi,
Can anyone please send me ITIL dumps on my mail id - averytxstar@gmail.com
Thank you in advance
Can someone send me ITIL ver.3 foundation latest dump to my mail Id: Jolanet@yahoo.com
Thanks.
Can someone send me ITIL ver.3 foundation latest dump to my mail Id: Jolanet@yahoo.com
Thanks.
Hello All,
Looking for latest ITIL V3 Dump, Please pass it to my email amn_rcr@yahoo.com, aman.btc@gmail.com Regards Aman, PMP
I wan to write itil exam in month end.
Can somebody send me exam dumpa at sandipb26@gmail.com
Hi,
please, i need a pdf book on ITIL foundation. could someone help.
Email- survivalxy@gmail.com
Hi,
Can anyone please send me ITIL dumps on my mail id - rw.sathish@gmail.com
Please send ITIL v3 dumps to my email. I will return in kind after exam in 2 days.
Thank you and good luck.
DinoMerc@gmail.com
Please send ITIL v3 dumps to my email. I will return in kind after exam in 2 days.
Thank you and good luck.
DinoMerc@gmail.com
Can anyone please send me ITIL dumps on my mail chunliet67@hotmail.com
Have a nice day
Hi can any one kindly send me recent ITIL dumps to my mail id shyam2289@gmail.com.
Thanks in advance.
Hello all,
Please send me also the dumps.
Thank you very much in advance.
grovershivi@gmail.com
Hi All I would like to take the ITIL foundation certificate but I do not have any documentation or reading notes. Coud someone please email me ITIL foundation V3 book as PDF or any other relevant resources to prepare for the exam: my Email: johnsonfoel@yahoo.co.uk
Thank you in advance
Hi Can anyone please send me the latest ITIL V3 latest question dump?
waqasme@hotmail.com.
Thanks
Wqaas
Hello everybody(Yepp with Simpsons voice)!
Could some helpful soul mail me ITIL dumps. I will try to do the test in December.
Best regards
Your friend
locomotiv@bredband.net
Hello everybody(Yepp with Simpsons voice)!
Could some helpful soul mail me ITIL dumps. I will try to do the test in December.
Best regards
Your friend
locomotiv@bredband.net
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