ITIL Version 3 (V3) Dumps
1. Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
4. Understanding customer usage of services and how this varies over time is part of which process?
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
B.Both of the above
C.2 only
D.None of the above
Answer: B
10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements
about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
16. Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
18. Which of the following areas would technology help to support during the Service Operation phase of the
Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
D.2, 3 and 4 only
19. Which of the following are the two primary elements that create value for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
20. What is the Service Pipeline?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
22. Which of the following is NOT a purpose of Service Transition?
A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
23. Which of the following statements BEST describes a Definitive Media Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are stored and protected
24. One organisation provides and manages an entire business process or function for another organisation. This is
know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
C.IT Service Continuity Management
D.Capacity Management
26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
27. Availability Management is responsible for availability the of:
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