Tuesday, 4 March 2014

ITIL v3 Foundation Dumps, Exam Question Paper 2

ITIL v3 Foundation Dumps, Exam Question Paper 2


Which of the following are managed by facilities management? Hardware within a data centre or computer

A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only


Which is the correct combination of Service Management terms across the Lifecycle?

A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A


A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed


B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process


The BEST description of the purpose of Service Operation is?
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 deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs


Which of the following models would be MOST useful in helping to define an organizational structure?
A. RACI model
B. Service Model
C. Continual Service improvement (CSI) model.
D. The Deming Cycle


Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries


Which of the following questions does Service Strategy help answer with its guidance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above


Effective release and deployment management enables the service provider to add value to the business
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database


How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single plan, then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and do, then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement

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