Preparing for ITIL V3 certification , here are some sample ITIL V3 question & answers which will help you in your preparation. ITIL exam paper ,ITIL Dumps.
QUESTION :16. Which of the following CANNOT be provided by a tool?
QUESTION :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
QUESTION :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
C.1, 3 and 4 only
D.2, 3 and 4 only
QUESTION :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
QUESTION :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
QUESTION :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
QUESTION :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
QUESTION :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
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
QUESTION :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
QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
QUESTION :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
QUESTION :27. Availability Management is responsible for availability the of:
A.Services and Components
B.Services and Business Processes
C.Components and Business Processes
D.Services, Components and Business Processes
QUESTION :28. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
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