ITIL - IT Infrastructure Library (V3)

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Example Questions

Which of the following defines the level of protection in Information Security Management? Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset? Which of the following are Service Desk organizational structures? 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun When can a Known Error record be raised? 1. At any time it would be useful to do so 2. After the permanent solution has been implemented The BEST description of an Incident is: Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a single function Which process is responsible for low risk, frequently occurring, low cost changes? Which of the following statements BEST describes the aims of Release and Deployment Management? Which of the following questions does the guidance in service strategy help to answer? 1. What services should we offer and to whom? 2. How do we differentiate ourselves from competing alternatives? 3. How do we create value for our customers? Which of the following options is a hierarchy that is used in Knowledge Management? Which of the following is NOT one of the five individual aspects of service design? Who owns the specific costs and risks associated with providing a service? Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics When should tests for a new service be designed? Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process? What are the categories of event described in the ITIL service operation book? In which document would you expect to see an overview of actual service achievements against targets? Which of the following BEST describes the goal of Access Management? A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements (SLAs) 2. It is not necessary to be able to measure all the targets in an SLA Which of the recommendations conform to Service Level Management good practice? Which of the following is the BEST definition of an Event? Effective release and deployment management enables the service provider to add value to the business by? Which of the following BEST describes a Change Authority? Which of the following is the BEST description of a Centralized Service Desk? Which is the BEST definition of a Configuration Item (CI)? Which of these are objectives of Service Level Management 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in Which Function would provide staff to monitor events in an Operations Bridge? The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle? Which of the following is the BEST description of a relationship in Service Asset and Configuration Management? Which statement about Service Level Agreements (SLAs) is CORRECT? Which process lists "Understanding patterns of business activity" as a major role? Which of the following sentences BEST describes a Standard Change? Which of the following statements is INCORRECT? Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1) A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2) Choosing which CIs to record will depend on the level of control an organization wishes to exert 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 What is the BEST description in of a major incident? Which of the following statements BEST describes a Definitive Media Library (DML)? Which core publication will you find detailed descriptions of service catalog management, information security and support management? Service Transition contains detailed descriptions of which processes? Which of the following BEST describes Technical Management? A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? Which role is accountable for the operational management of a process? Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained? Which one of the following is the purpose of service level management? In terms of adding value to the business, which of the following describes Service Operation's contribution? Which processes review Underpinning Contracts on a regular basis? Which of the following would a Major Problem Review examine? 1. Things that were done correctly 2. Those things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future The BEST description of the purpose of Service Operation is? A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them? Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"? Which of the following is an example of self-help capabilities?

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