CMS7 - ITIL V3 Foundation by PEOPLECERT


Example Questions

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset? The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? Which process is responsible for ensuring that appropriate testing of a service or application takes place? Which core publication will you find detailed descriptions of service catalog management, information security and support management? Which is NOT a purpose of Service Transition? What is the name of the area where the definitive authorized versions of all media Configuration Items(Cls) are stored and protected? A process owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Ensuring process staff undertake the required training Defining the processes needed to operate a new service is part of: Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT? Reliability is a measure of: The BEST description of the purpose of Service Operation is? Which of the following are the two primary elements that create value for customers? Which of the following BEST describes a 'Major Incident'? Which is the first step in the 7 Step Improvement Process? Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process? Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what? What is the definition of an Alert? A plan for managing the end of a supplier contract should be created when? The group that authorizes changes that must be installed faster than the normal process is called the? Which of the following is NOT a characteristic of a process? Which of the following is NOT one of the five individual aspects of Service Design? Which of the following is NOT an aim of the Change Management process? When should tests for a new service be designed? What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)? What do technology metrics measure? Who owns the specific costs and risks associated with providing a service? What is the name of the group that should review changes that must be implemented faster than the normal change process? Customer perceptions and business outcomes help to define what? Which of the following is concerned with fairness and transparency? Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2. The successful release of services into the live environment Which of the following BEST describes a Problem? Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process? Which process is responsible for monitoring an IT service and detecting when the performance drops below acceptable limits? In which of the following areas would the ITIL complementary guidance be of assistance? 1. Adapting best practice for specific industry sectors 2. Integrate ITIL with other operating models Which of the following statements about processes is INCORRECT? In which of the following situations should a Problem Record be created? What are Request Models used for? Effective release and deployment management enables the service provider to add value to the business by? Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)? What is the objective of Access Management? Which of the following statements is CORRECT? Which of the following are the MAIN objectives of incident management? 1. To automatically detect service affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations The positive effect that customers perceive a service can have on their business outcomes is referred to as what? Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? Which processes review Underpinning Contracts on a regular basis? How is the Service Catalogue used to add value to the service provider organization? Which of the following do major incidents require? The information that is passed to Service Transition to enable them to implement a new service is called: Who is responsible for defining key performance indicators (KPIs) for change management?