ITIL FOUNDATION V.3 CERTIFICATION
DETAILED 150+ QUESTIONS AND
CORRECT ANSWERS ALREADY RAKED
A+.REVISED
1.What are the three types of metrics that an organization should collect to
support Continual Service
Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs),
activities
D. Technology, process and service - ANSWER>>D
2.Event Management, Problem Management, Access Management and
Request Fulfilment are part of
which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement - ANSWER>>C
3.Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
,D. A measure of how quickly a service or component can be restored to
normal working - ANSWER>>C
4.A single Release unit, or a structured set of Release units can be defined
within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle - ANSWER>>B
5.What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities - ANSWER>>D
6.Why are public frameworks, such as ITIL, attractive when compared to
proprietary knowledge?
A. Proprietary Knowledge may be difficult to adopt, replicate or transfer
since it is often undocumented
B. Public standards are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
- ANSWER>>A
7. Which of the following is an objective of Release and Deployment
Management?
,A. To standardize methods and procedures used for efficient and prompt
handling of all changes
B. To ensure all changes to Service Assets and Configuration Items (CIs)
are recorded in the Configuration
Management System (CMS)
C. To ensure that overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and
stakeholders - ANSWER>>D
8. In which document would you expect to see an overview of actual
service achievements against targets?
A. Operational Level Agreement (OLA)
B. Capacity Plan
C. Service Level Agreement (SLA)
D. SLA Monitoring Chart (SLAM) - ANSWER>>D
9. Which of the following is the BEST definition of the term Service
Management?
A. A set of specialized organizational capabilities for providing value to
customers in the form of services
B. A group of interacting, interrelated, or independent components that
form a unified whole, operating
together for a common purpose
C. The management of functions within an organization to perform certain
activities
D. Units of organizations with roles to perform certain activities -
ANSWER>>A
, 10. "Service Management is a set of specialized organizational capabilities
for providing value to customers
in the form of services".
These specialized organizational capabilities include which of the
following?
A. Applications and Infrastructure
B. Functions and Processes
C. Service Pipeline and Service Catalogue
D. Markets and Customers - ANSWER>>B
11. Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. Responds to specific events
D. A method of structuring an organization - ANSWER>>D
12. 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
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only - ANSWER>>B
13. Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
DETAILED 150+ QUESTIONS AND
CORRECT ANSWERS ALREADY RAKED
A+.REVISED
1.What are the three types of metrics that an organization should collect to
support Continual Service
Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs),
activities
D. Technology, process and service - ANSWER>>D
2.Event Management, Problem Management, Access Management and
Request Fulfilment are part of
which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement - ANSWER>>C
3.Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
,D. A measure of how quickly a service or component can be restored to
normal working - ANSWER>>C
4.A single Release unit, or a structured set of Release units can be defined
within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle - ANSWER>>B
5.What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities - ANSWER>>D
6.Why are public frameworks, such as ITIL, attractive when compared to
proprietary knowledge?
A. Proprietary Knowledge may be difficult to adopt, replicate or transfer
since it is often undocumented
B. Public standards are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
- ANSWER>>A
7. Which of the following is an objective of Release and Deployment
Management?
,A. To standardize methods and procedures used for efficient and prompt
handling of all changes
B. To ensure all changes to Service Assets and Configuration Items (CIs)
are recorded in the Configuration
Management System (CMS)
C. To ensure that overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and
stakeholders - ANSWER>>D
8. In which document would you expect to see an overview of actual
service achievements against targets?
A. Operational Level Agreement (OLA)
B. Capacity Plan
C. Service Level Agreement (SLA)
D. SLA Monitoring Chart (SLAM) - ANSWER>>D
9. Which of the following is the BEST definition of the term Service
Management?
A. A set of specialized organizational capabilities for providing value to
customers in the form of services
B. A group of interacting, interrelated, or independent components that
form a unified whole, operating
together for a common purpose
C. The management of functions within an organization to perform certain
activities
D. Units of organizations with roles to perform certain activities -
ANSWER>>A
, 10. "Service Management is a set of specialized organizational capabilities
for providing value to customers
in the form of services".
These specialized organizational capabilities include which of the
following?
A. Applications and Infrastructure
B. Functions and Processes
C. Service Pipeline and Service Catalogue
D. Markets and Customers - ANSWER>>B
11. Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. Responds to specific events
D. A method of structuring an organization - ANSWER>>D
12. 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
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only - ANSWER>>B
13. Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
