ITIL v3 - 2011 Exam v1 Estudio PDF

2012 IBM Corporation
ITIL Foundations v3
Exam v1
ITIL FOUNDATIONS v3_2011 2012 IBM Corporation
1. Which of the following would be contained in the Configuration
Management System (CMS)?
a) Configuration Management Database
b) Definitive Media Library
c) Project Documentation
d) Service Portfolio
1. b, d
2. a, d, c
3. a, d
4. All of above
ITIL v3 / Questions
1. Which of the following would be contained in the Configuration
Management System (CMS)?
a) Configuration Management Database
b) Definitive Media Library
c) Project Documentation
d) Service Portfolio
1. b, d
2. a, d, c
3. a, d
4. All of above
ITIL v3 / Questions
EXPLANATION:
The configuration Management System (CMS) holds all information pertaining to
Configuration Items. The CMS also maintains relationships between the services
and related incidents, problems, known errors, changes and releases.
The CMS contains all options presented above.
ITIL v3 / Feedback
2. Which statement best describes a Risk?
a) An unplanned interruption to an IT service or reduction in quality of an IT
service
b) The unknown cause of one or more Incidents
c) Notifications created by an IT service Configuration Item (CI) or monitoring
tool
d) Uncertainty of outcome, whether positive opportunity or negative threat
ITIL v3 / Questions
2. Which statement best describes a Risk?
a) An unplanned interruption to an IT service or reduction in quality of an IT
service
b) The unknown cause of one or more Incidents
c) Notifications created by an IT service Configuration Item (CI) or monitoring
tool
d) Uncertainty of outcome, whether positive opportunity or negative
threat
ITIL v3 / Questions
EXPLANATION:
An unplanned interruption to an IT service or reduction in quality of an IT service is
the definition of an Incident
The unknown cause of one or more Incidents is the definition of a Problem
Notifications created by an IT service Configuration Item (CI) or monitoring tool are
considered to be Events
ITIL v3 / Feedback
3. How does the Availability Management process add value to the
business?
a) Provided mechanisms for early detection of incidents
b) Delivering change, faster and at optimum cost and at minimum risk
c) Ensures that availability of systems and services matches the agreed
needs of the business
d) The Availability Management process, is the process where the customer
sees the actual value of the services that are being executed
ITIL v3 / Questions
3. How does the Availability Management process add value to the
business?
a) Provided mechanisms for early detection of incidents
b) Delivering change, faster and at optimum cost and at minimum risk
c) Ensures that availability of systems and services matches the agreed
needs of the business
d) The Availability Management process, is the process where the customer
sees the actual value of the services that are being executed
ITIL v3 / Questions
EXPLANATION:
The Availability Management process is responsible for the availability and reliability of
services. Many customers judge the value of a service based on whether or not the service is
available as required by business needs and at times that have been agreed upon.
Provided mechanisms for early detection of incidents, is a way in which the Event Management
process adds value to the business.
Delivering change, faster and at optimum cost and at minimum risk is a way in which the
Service Transition process adds value to the business.
The Service Operation process is the process where the customer sees the actual value of the
services that are being executed.
ITIL v3 / Feedback
4. What type of Metrics is used to measure Availability
performance?
a) Service Metrics
b) Process Metrics
c) Technology Metrics
d) Component metrics
ITIL v3 / Questions
4. What type of Metrics is used to measure Availability
performance?
a) Service Metrics
b) Process Metrics
c) Technology Metrics
d) Component metrics
ITIL v3 / Questions
EXPLANATION:
There are three main types of metrics used within Service Management. These
include Service Metrics, Technology Metrics and Process Metrics. Metrics are
useful for measuring performance and making improvements as part of the
Continual Service Improvement (CSI) process and other processes.
Component metrics are used to calculate Service Metrics.
ITIL v3 / Feedback
5. What is NOT a core volume of the ITIL Service Management
Lifecycle publications?
a) Service Design
b) Service Management
c) Service Strategy
d) Continual Service Improvement
ITIL v3 / Questions
5. What is NOT a core volume of the ITIL Service Management
Lifecycle publications?
a) Service Design
b) Service Management
c) Service Strategy
d) Continual Service Improvement
ITIL v3 / Questions
EXPLANATION:
The following are the five core volumes for the Service Management Lifecycle
publications:
Service Strategy (SS)
Service Design (SD)
Service Transition (ST)
Service Operation (SO)
Continual Service Improvement (CSI)
Service Management is a practice and is not one of the five Service Management
core publications.
ITIL v3 / Feedback
6. Which of the following is NOT an aspect of Service Design?
a) Design service solutions including functional requirements
b) Design Service Management systems and tools
c) Design business operations procedures
d) Design technology and management architectures
ITIL v3 / Questions
6. Which of the following is NOT an aspect of Service Design?
a) Design service solutions including functional requirements
b) Design Service Management systems and tools
c) Design business operations procedures
d) Design technology and management architectures
ITIL v3 / Questions
EXPLANATION:
There are five major aspects to Service Design. They include:
Design service solutions including functional requirements
Design Service Management systems and tools
Design technology and management architectures
Design processes needed to design, transition, operate and improve the services
Design measurement systems, methods and metrics
ITIL v3 / Feedback
7. Which of the following does NOT represent a benefit of Incident
Management?
a) Reduce the number of incidents
b) Lower downtime for the business
c) Identify potential improvements
d) Identify training requirements
ITIL v3 / Questions
7. Which of the following does NOT represent a benefit of Incident
Management?
a) Reduce the number of incidents
b) Lower downtime for the business
c) Identify potential improvements
d) Identify training requirements
ITIL v3 / Questions
EXPLANATION:
Incident Management cannot reduce the number of incidents. The following
represent ways in which the Incident Management process adds value to the
business:
Lower downtime for the business
Identify potential improvements
Identify training requirements
Align IT activity to business priorities
ITIL v3 / Feedback
8. Which Role acts as the custodian of technical knowledge and
provides the actual expertise to manage the infrastructure?
a) Supplier Management
b) Technical Management
c) Change Management
d) Service Level Management
ITIL v3 / Questions
8. Which Role acts as the custodian of technical knowledge and
provides the actual expertise to manage the infrastructure?
a) Supplier Management
b) Technical Management
c) Change Management
ITIL v3 / Questions
EXPLANATION:
Technical Management acts as the custodian of technical knowledge and provides
the actual expertise to manage the infrastructure. This function ensures that
technical planning, resources and skills are optimized.
Supplier Management is responsible for managing supplier activities and has no
role within Technology Management.
Change Management process is responsible for planning and implementing
changes.
Service Level Management (SLM) represents service management to the business
and vise versa. SLM also manages the Service Level Agreement.
ITIL v3 / Feedback
9. Which process is responsible for producing the Service
Catalogue?
a) Service Level Management
b) Service Transition
c) Service Catalogue Management
d) Service Level Agreement
ITIL v3 / Questions
9. Which process is responsible for producing the Service
Catalogue?
b) Service Transition
c) Service Catalogue Management
d) Service Level Agreement
ITIL v3 / Questions
EXPLANATION:
Service Catalogue management is responsible for producing the Service Catalogue
and ensuring that it contains information on all live services and those preparing
to enter operational state.
The Service Level Management process is concerned with managing all current
Service Level Agreements (SLA) as well as ensuring that new and changed
services are defined and captured new SLAs are developed if required.
Service transition is a core process stage in the service management lifecycle
A Service Level Agreement is an agreement with the customer that describes the
services and documents targets etc.
ITIL v3 / Feedback
10. Which terms represent sources for Good Practice?
a) Standards
b) Privately held companies
c) Proprietary knowledge of organizations and individuals
d) Public Frameworks
ITIL v3 / Questions
1. b, c, d
2. a, b, c
3. a, c, d
4. All of the above
10. Which terms represent sources for Good Practice?
a) Standards
b) Privately held companies
c) Proprietary knowledge of organizations and individuals
d) Public Frameworks
ITIL v3 / Questions
1. b, c, d
2. a, b, c
3. a, c, d
4. All of the above
EXPLANATION:
Sources for Good Practice include:
Standards
Proprietary knowledge of organizations and individuals
Public frameworks
Standards
ITIL v3 / Feedback
11. Which option represents the Do stage of the Deming cycle?
a) Project Plan
b) Audit
c) Project
d) New Action
ITIL v3 / Questions
11. Which option represents the Do stage of the Deming cycle?
a) Project Plan
b) Audit
c) Project
d) New Action
ITIL v3 / Questions
EXPLANATION:
The Deming Cycle consists of four stages; Plan, Do, Check and Act. These stages
are used to improve quality. Firstly there is a plan (project plan), then the project is
created and executed (Do) then an audit is conducted (Check) and new actions are
taken (Act).
ITIL v3 / Feedback
12. What stage of the Service Management lifecycle includes
guidance on achieving effectiveness and efficiency in the delivery
and support of services so as to ensure value for the customer
and the service provider?
a) Service Transition
b) Service Operation
c) Service Strategy
d) Service Design
ITIL v3 / Questions
12. What stage of the Service Management lifecycle includes
guidance on achieving effectiveness and efficiency in the delivery
and support of services so as to ensure value for the customer
and the service provider?
a) Service Transition
b) Service Operation
c) Service Strategy
d) Service Design
ITIL v3 / Questions
EXPLANATION:
Service Operation embodies practices in the management of Service Operations. It
includes guidance on achieving effectiveness and efficiency in the delivery and
support of services so as to ensure value for the customer and the service
provider. Strategic objectives are ultimately realized through Service Operations,
therefore making it a critical capability
ITIL v3 / Feedback
13. Which statement does NOT describe a benefit of measurement
design within the Service Design process?
a) Business managers and customers can get a top level dashboard, aligned
with business needs and processes
b) Process owners and managers can view the performance of their
processes
c) Continual Service Improvement will not need to create baselines
d) Technical specialists can look at the performance of individual components
ITIL v3 / Questions
13. Which statement does NOT describe a benefit of measurement
design within the Service Design process?
a) Business managers and customers can get a top level dashboard, aligned
with business needs and processes
b) Process owners and managers can view the performance of their
processes
c) Continual Service Improvement will not need to create baselines
d) Technical specialists can look at the performance of individual components
ITIL v3 / Questions
EXPLANATION:
Measurement design should be carefully considered in order to measure the
effectiveness and quality of the services.
Continual Service Improvement established baselines to establish a point for
future reference and comparison.
ITIL v3 / Feedback
14. Which statement does NOT represent a responsibility of the
Process Owner?
a) Address issues with the running of the process
b) Provides the business case for implementation of the process
c) Communicates with managers to ensure sufficient staff and resources are
available to support the process
d) Assisting with and being responsible for the process design of the process
ITIL v3 / Questions
14. Which statement does NOT represent a responsibility of the
Process Owner?
a) Address issues with the running of the process
b) Provides the business case for implementation of the process
c) Communicates with managers to ensure sufficient staff and resources are
available to support the process
d) Assisting with and being responsible for the process design of the process
ITIL v3 / Questions
EXPLANATION:
The Process Owner role is responsible for the sponsorship, design, change
management and continual improvement of a process. This role ensures that a
process is fit for purpose.
ITIL v3 / Feedback
15. What statement represents one of the main goals of the
Service Transition stage of the service management lifecycle?
a) To set customer expectations on how the performance and use of the new
or changed service can be used to enable business change
b) Review and analyze Service Level Achievement results
c) To coordinate and carry out the activities and processes required to deliver
and manage services at agreed levels
d) Improve cost effectiveness of delivering IT services without sacrificing
customer satisfaction
ITIL v3 / Questions
15. What statement represents one of the main goals of the
Service Transition stage of the service management lifecycle?
a) To set customer expectations on how the performance and use of the
new or changed service can be used to enable business change
b) Review and analyze Service Level Achievement results
c) To coordinate and carry out the activities and processes required to deliver
and manage services at agreed levels
d) Improve cost effectiveness of delivering IT services without sacrificing
customer satisfaction
ITIL v3 / Questions
EXPLANATION:
The goals of the Service Transition stage of the lifecycle are:
Set customer expectations
Ensure there is minimal unpredicted impact on the production services
Increase the customer, user and Service Management staff satisfaction
Increase proper use of the services and underlying applications and technology solutions
Provide clear and comprehensive plans
Review and analyze Service Level Achievement results is an objective of Continual Service
Improvement (CSI)
To coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels is the purpose of Service Operation
Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction is
an objective of Continual Service Improvement (CSI)
ITIL v3 / Feedback
16. Which of the following represent types of tools that should be
included in a technology toolset offered by a Service Provider?
a) Self Help
b) Integrated CMS
c) Remote Control
d) Dashboards
ITIL v3 / Questions
1. c, d
2. a, b, c
3. b, c, d
4. All of the above
16. Which of the following represent types of tools that should be
included in a technology toolset offered by a Service Provider?
a) Self Help
b) Integrated CMS
c) Remote Control
d) Dashboards
ITIL v3 / Questions
1. c, d
2. a, b, c
3. b, c, d
4. All of the above
EXPLANATION:
A Service Providers technology toolset should include technology tools to assist
in all of the areas defined above. In addition, reporting, diagnostic utilities,
workflow processes, deployment/licensing and business integration are all areas
that can benefit from a good technology toolset.
ITIL v3 / Feedback
17. What process ensures that ITSM processes are developed and
deployed in support of an end-to-end service management
approach to business customers?
b) Change Management
c) Continual Service Improvement
d) Service Strategy
ITIL v3 / Questions
17. What process ensures that ITSM processes are developed and
deployed in support of an end-to-end service management
approach to business customers?
b) Change Management
c) Continual Service Improvement
d) Service Strategy
ITIL v3 / Questions
EXPLANATION:
Improvement is in itself a process within ITSM and should include defined
activities, inputs, outputs, roles and reporting. CSI is responsible to ensure that
these processes are developed and delivered.
ITIL v3 / Feedback
18. Which Role communicates closely with the Process Owner
throughout the service management lifecycle?
a) Service Owner
b) Service Manager
c) Change Manager
d) Operations Manager
ITIL v3 / Questions
18. Which Role communicates closely with the Process Owner
throughout the service management lifecycle?
a) Service Owner
b) Service Manager
c) Change Manager
d) Operations Manager
ITIL v3 / Questions
EXPLANATION:
The Service Owner communicates closely with the Process Owner throughout the
service management lifecycle. The Service Owner role is responsible for the
delivery of the service.
ITIL v3 / Feedback
19. Which are the basic types of services?
a) Basic services, external and internal services
b) Enabling services, enhancing services and core services
c) IT services, share services and internal services
d) Customer services, vendor services and supplier services
ITIL v3 / Questions
19. Which are the basic types of services?
a) Basic services, external and internal services
b) Enabling services, enhancing services and core services
c) IT services, share services and internal services
d) Customer services, vendor services and supplier services
ITIL v3 / Questions
EXPLANATION:
Types of service
Core services deliver the basic outcomes desired by one or more customers.
Enabling services are services that are needed in order for a core service to be
delivered.
Enhancing services are services that are added to a core service to make it more
exciting or enticing to the customer.
ITIL v3 / Feedback
20. Which of the following is NOT included in the Supplier
Management process?
a) Create supplier budgets on behalf of the business for supplier acquisition
b) Implementation and enforcement of the supplier policy
c) Maintenance of standard contracts, terms and conditions
d) Contract renewal, review and termination
ITIL v3 / Questions
20. Which of the following is NOT included in the Supplier
Management process?
a) Create supplier budgets on behalf of the business for supplier acquisition
b) Implementation and enforcement of the supplier policy
c) Maintenance of standard contracts, terms and conditions
d) Contract renewal, review and termination
ITIL v3 / Questions
EXPLANATION:
The Supplier Management process should include all management activities and
contract management of suppliers. This process is primarily a responsibility of the
Service Provider. However, the Service Provider may need to implement this
management process within predefined organizational guidelines. The Supplier
Management process is not responsible for creating budgets for the business.
ITIL v3 / Feedback
21. Which of the following is considered a customer facing
document containing services that are presently active in the
Service Operation phase as well as services that have been
approved to be offered to new or prospective customers?
a) Service Portfolio
b) Service Catalogue
c) Service Pipeline
d) Service Level Package
ITIL v3 / Questions
21. Which of the following is considered a customer facing
document containing services that are presently active in the
Service Operation phase as well as services that have been
approved to be offered to new or prospective customers?
a) Service Portfolio
b) Service Catalogue
c) Service Pipeline
d) Service Level Package
ITIL v3 / Questions
EXPLANATION:
The Service Catalogue is a customer facing sub-set of services contained within the Service
Portfolio. It is customer focused and is useful for developing service solutions to satisfy
particular customer requirements. Before a service is added to the Service Catalogue, it must
undergo due diligence on cost and risk.
The Service Portfolio includes Services in all stages of development across all customers and
market spaces. The stages include: requirements, defined, analyzed, approved, chartered,
designed, developed, built, test, released, operational and retired.
The Service Pipeline is a document or database listing all services under consideration for
development, but are not yet available to customers.
A Service Level Package is a defined level of Utility and Warranty for a particular Service
Package
ITIL v3 / Feedback
22. What is the reason that processes exist within the Service
Management lifecycle?
a) Deliver value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks
b) Structure organizations to implement the specialization principle
c) Identify and implement individual activities to improve IT service quality and
improve the efficiency and effectiveness of enabling ITSM processes
d) Deliver specific results
ITIL v3 / Questions
22. What is the reason that processes exist within the Service
Management lifecycle?
a) Deliver value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks
b) Structure organizations to implement the specialization principle
c) Identify and implement individual activities to improve IT service quality and
improve the efficiency and effectiveness of enabling ITSM processes
d) Deliver specific results
ITIL v3 / Questions
EXPLANATION:
The reason a process exists is to deliver a specific result. This result must be individually
identifiable and countable. While we can count changes, it is impossible to count how many
Service Desks were completed. So change is a process and Service Desk is not: it is a function.
Services deliver value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks. A process is an element of a service.
Structuring organizations to implement the specialization principle is a goal of a Function.
Identify and implement individual activities to improve IT service quality and improve the
efficiency and effectiveness of enabling ITSM processes is a goal of Continual Service
Improvement (CSI)
ITIL v3 / Feedback
23. Which of the following would NOT be considered a Service
Request?
a) A request to change a password
b) A request to have a new server installed in the finance department
c) A call to the service desk requesting information regarding hours of business
d) A report to the service desk that a workstation cannot connect to the Internet
ITIL v3 / Questions
1. b, d
2. a, c
3. b, c, d
4. All of the above
23. Which of the following would NOT be considered a Service
Request?
a) A request to change a password
b) A request to have a new server installed in the finance department
c) A call to the service desk requesting information regarding hours of business
d) A report to the service desk that a workstation cannot connect to the Internet
ITIL v3 / Questions
1. b, d
2. a, c
3. b, c, d
4. All of the above
EXPLANATION:
Service requests are usually low impact, frequently occurring and routine and low
risk changes. This could include requests for information or any routine service,
requested from the service desk.
Requesting a new server installation for the Finance department would require a
change request as it is a major change.
A report to the service desk that a workstation cannot connect to the Internet
would be considered an Incident.
ITIL v3 / Feedback
24. Which statement best describes an objective of IT Operation
Management?
a) Ensure stability of the day-to-day processes and activities
b) Application of technical skills to resolve technical problems
c) Design improvement plans for technical infrastructure components
d) Test all new equipment before implementing into the live environment
ITIL v3 / Questions
1. a, c
2. a, b
3. a, b, c
4. All of the above
24. Which statement best describes an objective of IT Operation
Management?
a) Ensure stability of the day-to-day processes and activities
b) Application of technical skills to resolve technical problems
c) Design improvement plans for technical infrastructure components
d) Test all new equipment before implementing into the live environment
ITIL v3 / Questions
1. a, c
2. a, b
3. a, b, c
4. All of the above
EXPLANATION:
The main objectives of IT Operation Management are to maintain the day-to-day
activities of operations. This would include monitoring systems and fixing
technical problems as they occur.
ITIL v3 / Feedback
25. Within the context of Service Management, what is the most
important view of IT as a set of services?
a) Supplier
b) Internal
c) External
d) Technical management
ITIL v3 / Questions
1. a, c
2. b, c
3. a, c, d
4. All of the above
25. Within the context of Service Management, what is the most
important view of IT as a set of services?
a) Supplier
b) Internal
c) External
d) Technical management
ITIL v3 / Questions
1. a, c
2. b, c
3. a, c, d
4. All of the above
EXPLANATION:
The internal view (technology components) and external view (business view) need
to be considered equally to avoid conflicts.
ITIL v3 / Feedback
26. Who decides what information must be protected and the level
of protection required?
b) The business
c) The Service Owner
d) The Service Manager
ITIL v3 / Questions
26. Who decides what information must be protected and the level
of protection required?
b) The business
c) The Service Owner
d) The Service Manager
ITIL v3 / Questions
EXPLANATION:
All security considerations need to be considered from the context of the
business. This includes physical and technical aspects of security. Only the
business can decide what needs to be protected and the level of protection
required.
The Service Owner is the role responsible for the delivery of a specific service.
The Service Manager is responsible for managing the lifecycle of one or more
services.
To define, document, agree, monitor, measure, report and review the level of IT
services is a main objective of Service Level Management.
ITIL v3 / Feedback
27. Which term represents the database containing information
and resolution regarding Incidents and Problems that have
occurred in the past?
a) Known Error Database (KEDB)
b) Definitive Media Library (DML)
c) Availability Management Information System (AMIS)
d) Capacity Management Information System (CMIS)
ITIL v3 / Questions
27. Which term represents the database containing information
and resolution regarding Incidents and Problems that have
occurred in the past?
a) Known Error Database (KEDB)
b) Definitive Media Library (DML)
c) Availability Management Information System (AMIS)
d) Capacity Management Information System (CMIS)
ITIL v3 / Questions
EXPLANATION:
The Known Error Database holds information and resolutions to previously known
errors. This database should hold detailed information for all Known Error records.
The Definitive Media Library (DML) is one or more locations where authorized
software and associated licenses and documentation is stored.
The Availability Management Information System (AMIS) is a repository containing
all information pertinent to the Availability Management system.
The Capacity Management Information System (CMIS) is a repository containing all
information pertinent to the Capacity Management process.
ITIL v3 / Feedback
28. Which term defines a logical concept that refers to the people
and automated measures that execute a defined process, an
activity or a combination of processes or activities?
a) Active Monitoring
b) Asset Management
c) Function
ITIL v3 / Questions
28. Which term defines a logical concept that refers to the people
and automated measures that execute a defined process, an
activity or a combination of processes or activities?
a) Active Monitoring
b) Asset Management
c) Function
ITIL v3 / Questions
EXPLANATION:
A function is a logical concept that refers to the people and automated measures
that execute a defined process, an activity or a combination of processes or
activities. In larger organizations, a function may be broken out and performed by
several departments, teams and groups, or it may be embodied within a single
organizational unit
Active monitoring is monitoring of a configuration item or an IT Service that uses
automated regular checks to discover the current status
Asset Management is the process responsible for tracking and reporting the value
and ownership of financial assets throughout their lifecycle
A deliverable is something that must be provided to meet a commitment in a
Service Level Agreement or a contract
ITIL v3 / Feedback
29. Which of the following is NOT a part of the Financial
Management process?
a) Budgeting
b) Ordering
c) Charging requirements
d) Accounting
ITIL v3 / Questions
29. Which of the following is NOT a part of the Financial
Management process?
a) Budgeting
b) Ordering
c) Charging requirements
d) Accounting
ITIL v3 / Questions
EXPLANATION:
The main activities of Financial Management are, to manage budgeting, accounting
and charging requirements.
ITIL v3 / Feedback
30. Which option best describes an Alert?
a) A notice from the Change Management process that a change is
scheduled
b) Distribution of documentation containing instructions on how to install new
software
c) The cause of one or more incidents
d) A warning generated by a monitoring tool indicating that a threshold has
been reached
ITIL v3 / Questions
30. Which option best describes an Alert?
a) A notice from the Change Management process that a change is
scheduled
b) Distribution of documentation containing instructions on how to install new
software
c) The cause of one or more incidents
d) A warning generated by a monitoring tool indicating that a threshold
has been reached
ITIL v3 / Questions
EXPLANATION:
Alerts are often generated by system monitoring tools. They are a warning that a
threshold has been reached or that their has been a failure of some kind. Alerts are
managed by the Event Management process.
The cause of one or more incidents describes a problem.
ITIL v3 / Feedback
31. What is the purpose of the Service Operation stage of the
Service Management Lifecycle?
a) To coordinate and carry out the activities and processes required to
deliver and manage services at agreed levels to business users and
customers
b) The design of new or changed services for introduction into the live
environment
c) Plan and manage the capacity and resources required to package, build,
test and deploy a release into production and establish the service
specified in the customer and stakeholder requirements
d) Ensure that the service can be managed, operated and supported in
accordance with the requirements and constraints specified within the
Service Design
ITIL v3 / Questions
31. What is the purpose of the Service Operation stage of the
Service Management Lifecycle?
a) To coordinate and carry out the activities and processes required to
deliver and manage services at agreed levels to business users and
customers
b) The design of new or changed services for introduction into the live
environment
c) Plan and manage the capacity and resources required to package, build,
test and deploy a release into production and establish the service
specified in the customer and stakeholder requirements
d) Ensure that the service can be managed, operated and supported in
accordance with the requirements and constraints specified within the
Service Design
ITIL v3 / Questions
EXPLANATION:
Service Operation is the process that delivers and manages the services at the
agreed service levels set out in the SLA. Service Operation performs the day-to day
management and monitoring activities of the technology and services.
Designing new or changed services is an activity of Service Design. Planning and
managing capactity and resources is an activity of Service Design. Ensuring that
the services can be managed, operated and supported is an activity of Service
Strategy.
ITIL v3 / Feedback
32. Within Service management, the achievement of strategic
goals and objectives requires what?
a) Strategic assets
b) Problem management
c) Asset and Configuration Management
d) Project management
ITIL v3 / Questions
32. Within Service management, the achievement of strategic
goals and objectives requires what?
a) Strategic assets
b) Problem management
c) Asset and Configuration Management
d) Project management
ITIL v3 / Questions
EXPLANATION:
The achievement of strategic goals or objectives requires the use of strategic
assets. The Service Strategy volume shows how to transform service management
into a strategic asset
Problem management is a component of Service Operation and is not concerned
with Service Strategy
Asset and Configuration Management is a component of Service Transition and is
not concerned with Service Strategy
Project management is only concerned with specific project activities of the
Service Management lifecycle
ITIL v3 / Feedback
33. How does Release and Deployment Management add value to
the business?
a) Delivering changes quickly, at reduced cost and reduced risk
b) Delivering change with reduced risk
c) Optimizing cost of changes
d) Ensuring changes are always successful
ITIL v3 / Questions
a) a, c, d
b) a, b, c
c) b, c, d
d) All of the above
33. How does Release and Deployment Management add value to
the business?
a) Delivering changes quickly, at reduced cost and reduced risk
b) Delivering change with reduced risk
c) Optimizing cost of changes
d) Ensuring changes are always successful
ITIL v3 / Questions
a) a, c, d
b) a, b, c
c) b, c, d
d) All of the above
EXPLANATION:
The Release and Deployment Management process adds value by providing quick,
cost-efficient changes at a reduced level of risk and improves the consistency of
changes. This process also helps to ensure that the changes implemented, meet
the customers needs.
ITIL v3 / Feedback
34. The Problem Management process has discovered that a
server is experiencing intermittent problems with performance. A
change request has been submitted to replace the server before it
fails. What type of change does this scenario represent?
a) Normal change
b) Standard change
c) Emergency change
d) Service change
ITIL v3 / Questions
34. The Problem Management process has discovered that a
server is experiencing intermittent problems with performance. A
change request has been submitted to replace the server before it
fails. What type of change does this scenario represent?
a) Normal change
b) Standard change
c) Emergency change
d) Service change
ITIL v3 / Questions
EXPLANATION:
Normal changes are changes that follow the normal pre-defined change process but are not
pre-authorized. In the scenario provided, the server replacement followed normal change
request procedures with include submitting a request for change.
A standard change is preauthorized and has predefined procedures for managing changes that
occur on a regular basis.
Emergency changes are high priority changes that usually require consideration by the
Emergency Change Advisory Board (ECAB).
A service change is defined as the addition, modification or removal of authorized, planned or
supported service or service component and its associated documentation.
ITIL v3 / Feedback
35. Which process completes regular Risk Analyses and performs
Risk Management activities?
b) Service Continuity Management
c) Incident Management
d) Problem Management
ITIL v3 / Questions
35. Which process completes regular Risk Analyses and performs
Risk Management activities?
b) Service Continuity Management
c) Incident Management
d) Problem Management
ITIL v3 / Questions
EXPLANATION:
The Service Continuity Management process conducts regular risk analyses and
risk management activities. These analyses and activities are performed in
conjunction with the business, Availability Management and Security Management
because these processes must manage services within a defined level of risk.
The Service Level Management process is concerned with managing all current
Service Level Agreements (SLA) as well as ensuring that new and changed
services are defined and captured new SLAs are developed if required.
The Incident Management process manages the lifecycle of all incidents.
The Problem Management process is responsible for managing the lifecycle of all
problems.
ITIL v3 / Feedback
36. Which process or function, maintains information about
problems and their workarounds?
a) Incident Management
b) Service Desk
c) Problem Management
d) Change Management
ITIL v3 / Questions
36. Which process or function, maintains information about
problems and their workarounds?
a) Incident Management
b) Service Desk
c) Problem Management
d) Change Management
ITIL v3 / Questions
EXPLANATION:
Problem Management maintains information about problems and workarounds.
Maintaining this information and working closely with Incident Management will
help to reduce the number of incidents over time.
Incident Management does not manage problems.
The Service Desk is the focal point between the service provider and the business.
Change Management is responsible for implementing changes after the root cause
of problems has been determined by Problem Management.
ITIL v3 / Feedback
37. Within the context of ITIL, what is considered the cornerstone
of Continual Service Improvement (CSI)?
a) Deming Cycle
b) Waterfall Cycle
c) 7 Step Improvement Process
d) Service Continuity Plan
ITIL v3 / Questions
37. Within the context of ITIL, what is considered the cornerstone
of Continual Service Improvement (CSI)?
a) Deming Cycle
b) Waterfall Cycle
c) 7 Step Improvement Process
d) Service Continuity Plan
ITIL v3 / Questions
EXPLANATION:
The 7 Step Improvement Process spans the entire service lifecycle. It includes:
Define what should be measured
Define what can be measured
Gather the data
Process the data
Analyze the data
Present and use the information
Implement corrective action
ITIL v3 / Feedback
38. Part of business relationship management process is focused
on?
1) Understand how services meet customer requirements
2) Levels of customer satisfaction
3) How to optimize services for the future
4) Technology trends that could impact current services
ITIL v3 / Questions
a. All of the above
b. 2, 3 and 4 only
c. 1, 2, and 4 only
d. 2 ann 3 only
38. Part of business relationship management process is focused
on?
1) Understand how services meet customer requirements
2) Levels of customer satisfaction
3) How to optimize services for the future
4) Technology trends that could impact current services
ITIL v3 / Questions
a. All of the above
b. 2, 3 and 4 only
c. 1, 2, and 4 only
d. 2 ann 3 only
EXPLANATION:
The objectives of the Business Relationship Mangement are: Understand how
services meet customer requirements, Levels of customer satisfaction, How to
optimize services for the future, Technology trends that could impact current
services
ITIL v3 / Feedback
39. Which statement represents a challenge for Service
Management?
a) Demand is tightly coupled with customer assets
b) Funding is always difficult to acquire
c) Supply is sometimes unavailable
d) Resources are more difficult to acquire than capabilities
ITIL v3 / Questions
39. Which statement represents a challenge for Service
Management?
a) Demand is tightly coupled with customer assets
b) Funding is always difficult to acquire
c) Supply is sometimes unavailable
d) Resources are more difficult to acquire than capabilities
ITIL v3 / Questions
EXPLANATION:
The following points are typical of challenges for Service Management:
Intangible nature of the output
Demand is tightly coupled with customers assets
High-level of contact for producers and consumers of services
The perishable nature of service output and service capacity
Capabilities are usually harder to obtain than resources.
ITIL v3 / Feedback
40. Which of the following areas could benefit from service
automation?
a) Design and modeling
b) Detection and monitoring
c) Service Catalogue
d) Pattern recognition and analyses
ITIL v3 / Questions
1. a, b, c
2. b, c, d
3. a, b, d
4. All of the above
40. Which of the following areas could benefit from service
automation?
a) Design and modeling
b) Detection and monitoring
c) Service Catalogue
d) Pattern recognition and analyses
ITIL v3 / Questions
1. a, b, c
2. b, c, d
3. a, b, d
4. All of the above
EXPLANATION:
All options are correct. In addition to the correct options above, service automation
could also be beneficial for classification and optimization.
ITIL v3 / Feedback

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