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8/13/2019 Free ITIL Dumps, ITIL V3 Dumps for Foundation Certificate Exam, Sample Questions and Answer Papers Dump for ITIL Training and Certification Exams

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8/5/13 Free ITIL Dumps, ITIL V3 Dumps for Foundation Certi ficate Exam, Sample Questions and Answer papers dump for ITIL Training and Certification Exams

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ITIL V3 Foundation Certification.

Welcome. The new version of ITIL (Information Technology

Infrastructure Library) was launched in June 2007. ITIL V3 primarily

describes the Service Lifecyc le of IT Service Management.

The latest version (ITIL V3) is compassed of the five core volumes:

ITIL Dumps: ITIL V3 Exam

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8/5/13 Free ITIL Dumps, ITIL V3 Dumps for Foundation Certificate Exam, Sample Questions and Answer papers dump for ITIL Training and Certification Exams


1. Service Strategy

2. Service Design

3. Service Transition

4. Service Operation

5. Continual Service Improvement

This site was set up to help you friends who are going to give their

ITIL Exams and need pract ice papers to test their competence.

Hope these ITIL V3 Exam Papers help in obtaining your ITIL

Certification!

Click here for ITIL Certification Paper 1



Please check The ITIL Version 3 Dumps Home Pagefor the

latest details. Good Luck.

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Monday, October 1, 2007

ITIL V3 Sample Paper 2 available now. Scroll down. ITIL V3

Exam Paper 3 coming soon !!!

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ITIL V3 Sample Paper 1

1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

a) What is the vision?

b) Did we get there?

c) Is there budget?

d) Where are we now?

2. What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity

b) Defining requirements for a new service or process

c) Analyzing the business impact of an incident

d) Creating a balance d scorecard showing the overall sta tus of Service Management

What for? Internet is supposed to b

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3. What is the main reason for establishing a baseline?

a) To standardize operation

b) For knowing the cost of services provided

c) For roles and responsibil ity to be clear

d) For later comparison

4. Which of the following is NOT an objective of Service Operation?

a) Through testing, to ensure that services are designed to meet business needs

b) To deliver and support IT services

c) To manage the technology used to deliver se rvices

d) To monitor the performance of technology and proces ses

5. Which of the following statements is CORRECT about patterns of demand generated by the

customersbusiness?

a) They are driven by patterns of business activity

b) It is impossible to predict how they behave

c) It is impossible to influence demand pa tterns

d) They are driven by the delivery schedule genera ted by capacity mana gement

6. Which of the following is NOT one of the ITIL core publications?

a) Service Optimization


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b) Service Transition

c) Service Design

d) Service Strategy

7. Whic h of the following stateme nts is CORRECT?

1. Only one person can be responsible for an activity

2. Only one person can be accountable for an activity

a) All of the above

b) 1 only

c) 2 only

d) None of the above

8. Which is the correct sequence of events in the selection of a technology tool?

a) Select Product, Requirements, Selection Criteria , Evaluate Product

b) Selection Criteria, Requirements, Evaluate P roduct, Select Product

c) Requirements, Selection Criteria, Sele ct Product, Evaluate Product

d) Requirements, Selection Criteria, Evaluate Product, Select Product

9. Which of the following are the three main types of metrics as defined in Continual Service

Improvement(CSI)?

1. Process Metrics


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2. Supplier Metrics

3. Service Metrics

4. Technology Metrics

5. Business Metrics

a) 1, 2 and 3

b) 2, 4 and 5

c) 1, 3 and 4

d) 1, 2 and 4

10. The priority of an Incident refers to?

a) The relative importance of the Incident based on impact and urgency

b) The speed with which the Incident nee ds to be resolved

c) The number of staff that will be a ssigned to work on the Incident so that it is resolved in time

d) The esca lation path tha t will be followed to ensure resolution of the incident

11. The goal of Service Asset and Configuration Management is to?

a) Account for all financial a sset s of the organization

b) Provide a logical model of the IT infrastructure, correlating IT services and different IT

components needed to deliver the services

c) Build service models to justify the ITIL implementations

d) Implement ITIL across the organization


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12. Which are the missing Service Operation processes from the following?

1. Incident Management

2. Problem Management

3. Access Management

4. ?

5. ?

a) Event management and Request Fulfillment

b) Event Management and Service Desk

c) Facilities Management a nd Event Management

d) Change Management a nd Service Level Management

13. Which of the following identifies two Service Portfolio components within the Service

Lifecycle?

a) Requirements Portfolio and Service Catalogue

b) Service Knowledge Management System and Service Ca talogue

c) Service Knowledge Management System and Requirements Portfolio

d) Requirements Portfolio and Configuration Management System

14. Which of the following areas would technology help to support during the Service Design

phase of the Lifecycle?

1. Hardware and Software design


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2. Environmental de sign

3. Process design

4. Data design

a) 1, 3 and 4 only

b) 1, 2 and 3 only

c) All of the above

d) 2, 3 and 4 only

15. Business drivers and requirements for a new service should be considered during?

a) Review of the router operating system patches

b) Review of the current c apabilities of IT service del ivery

c) The Post Implementa tion Review (PIR) of a change

d) Decommissioning legacy servers

16. The BEST definition of an event is?

a) An occurrence where a pe rformance threshold has been exceede d and an agreed Service

Level has a lready been impacted

b) An occurrence that is significant for the management of the IT infrastructure or delivery of

services

c) A known system defect that generates multiple incident reports

d) A planned meeting of customers and IT staff to announce a ne w service or improvement

program


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17. What does the Service V model represent?

a) A strategy for the success ful completion of all Service Management projects

b) The path to Service Delivery and Service Support for efficient and effective utilization of

resources

c) Levels of Configuration and testing required to deliver a Se rvice Capability

d) The business pers pective as percei ved by the customer and the user of services

18. Technical Management is NOT responsible for?

a) Maintenance of the technical infrastructure

b) Documenting and maintai ning the technical skills required to manage and support the IT

infrastructure

c) Defining the Operational Le vel Agreements for the t echnical teams

d) Diagnosis of, and recovery from, technical failures

19. The following options are considered within which process?

1. Big bang vs. Phased

2. Push and Pull

3. Automated vs. Manual

a) Incident Management

b) Release and Deployment Management

c) Service Asset a nd Configuration Management


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d) Service Catalogue Management

20. Which of the following activities is Service Level M anagement responsible for?

a) Design the configuration management system from a business pe rspective

b) Create technology metrics to align with customer needs

c) Create a customer facing service catalogue

d) Train service de sk on how to deal with customer complaints a bout service

21. When analyzing an outcome for creation of value for customers, what attributes of the service

should be considered?

a) Objectives, Metric, Desire d outcome

b) Business Objectives, IT objectives, Process metrics

c) Desired outcome, Supplier metrics, IT objectives

d) People, Products, Technology

22. Setting polici es and objectives is the primary concern of which of the following elements of

the Service Lifecycle?

a) Service Strategy

b) Service Strategy and Continual Service Improvement

c) Service Strategy, Service Transition and Service Operation

d) Service Strategy, Service Design, Service Transition, Service Operation a nd Continual Service

Improvement


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23. Which of the following BEST describes the purpose of Event Management?

a) The ability to detect events, make sense of them and determine the appropriate control action

b) The ability to implement monitoring tools

c) The abilit y to monitor and control the activitie s of technical sta ff

d) The ability to report on the succe ssful delivery of services by checking the uptime of

infrastructure devices

24. Consider the following statements:

1. CSI provides guidance on how to improve process e fficiency and effectiveness

2. CSI provides guidance on how to improve services

3. CSI provides guidance on the improvement of all phas es of the service lifecycle

4. CSI provides guidance on the measurement of processes a nd services

Which of the above sta tements is CORRECT?

a) 1 and 2 only

b) 2 only

c) 1, 2 and 3 only

d) All of the above

25. Which of the following statements are CORRECT about Functions?

1. They provide structure and sta bility to organizations


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2. They are self-contained units with their own capabilities and resources

3. They rely on processes for cross-functional coordination and control

4. They are costlier to implement compared to processe s

a) 1, 2 and 3 only

b) 1, 2 and 4 only

c) All of the above


26. If an organization is able to become more proactive in its ITSM processes, what is likely to

happen to support costs?

a) They are likely to increase gradually

b) They are likely to increase dra maticall y

c) They are likely to gradually reduce

d) They are likely to reduce initi ally and then graduall y return to current level

27. Which of the following statements about Supplier Management is INCORRECT?

a) Supplier Management negotiates internal and external agreements to support the delivery of

services

b) Supplier Management ensures tha t suppliers meet business expe ctations

c) Supplier Management maintains information in a Supplier and Contracts Databa se

d) Supplier Management s hould be involved in all stages of the service lifecycle, from Strategy

through Design and Transition to Operations a nd Improvement


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28. Which of the following BEST describes a Local Service Desk structure?

a) A Service Desk that a lso provides onsite technical s upport to its users

b) A Service Desk where a nalysts only spe ak one language

c) A Service Desk that is situated in the same location as the users it serves

d) A Service Desk that could be in a ny physical location but uses telecommunications a nd IT

systems to make it a ppear that they are in the s ame location

29. What is the role of the Emergency Change Advisory Board (ECAB)?

a) To assist the Change Manager in ensuring that no urgent changes are made during

particularly volatile business periods

b) To assist the Change Manager in implementing emergency changes

c) To assist the Change Manager in evaluating emergency changes and to decide whether the

change should be approved

d) To ass ist the Change Manager in spee ding up the emergency change process s o that no

unacceptable delays occur.

30. Which of the following is a good use of a baseline?

a) The desired end sta te of a project

b) A marker or starting point for later c omparison

c) The current desktop models in use

d) The type of testing to be done for a relea se


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31. The main objective of Availability Management is?

a) To monitor and report availa bility of services and components

b) To ensure that a ll targets in Service L evel Agreements (SLAs) are met

c) To guarantee avail ability levels for services a nd components

d) To ensure that service availability matches or exceeds the agreed needs of the business

32. Operations Control refers to?

a) The managers of the Technical a nd Applications Management functions

b) Overseeing the execution and monitoring of IT operational events and activities

c) The tools use d to monitor and display the sta tus of the IT Infrastructure and Applications

d) The situa tion where the Service Desk is required to monitor the status of the infrastructure

when Operators are not availa ble

33. Which off the following is a characteristic of every process?

1. It is measurable

2. It is timely

3. It delivers a specific result

4. It responds to a s pecific event

5. It delivers its primary result to a customer or stakeholder

a) 1, 2, 3 and 4 only


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b) 1, 2, 4 and 5 only

c) 1, 3, 4 and 5 only

d) All of the above

34. Which of the following is NOT an example of a Service Request?

a) A user calls the Service Desk to order a toner cartridge

b) A user calls the Service Desk because they would like to change the functionality of an

application

c) A Manager submits a request for a new employee to be given acces s to an a pplication

d) A user logs onto an internal website to download a licensed copy of software from a list of

approved options

35. A Service Level Package is best described as?

a) A definite level of utility and warranty associated with a core service package

b) A description of customer requirements used to negotiate a Service Level Agreement

c) A description of the value that the customer wants a nd for which they are willing to pay

d) A document showing the Service Le vels a chieved during an agreed reporting period

36. Incident Management has a value to the business by?

a) Helping to control infrastructure cost of adding new te chnology

b) Enabling users to resolve Problems

c) Helping to align people a nd process for the delivery of service


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d) Contributing to the reduction of impact

37. A Service owner is responsible for which of the following?

a) Recommending improvements

b) Designing and documenting a Service

c) Carrying out the Service Operations activitie s needed to support a Service

d) Producing a bala nced scorecard showing the overall s tatus of all Services

38. The four stages of the Deming Cycle are?

a) Plan, Meas ure, Monitor, Report

b) Plan, Check, Re-Act, Implement

c) Plan, Do, Act, Audit

d) Plan, Do, Check, Act

39. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

a) Define what you should measure, define what you can measure, gather data and process data

b) Gather data, process da ta, analyze data and present data

c) What is the vision, where a re we now, what do we want to be, how do we get there?

d) Gather data, process data , define what you should measure and define what you can

measure

40. Whic h of the following stateme nts is CORRECT for all processes?


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a) They define activities, roles , responsibilities , functions and metrics

b) They create value for stakeholders

c) They are carried out by a Service Provider in support of a Customer

d) They are units of organizations responsible for specific outcomes

More information about ITIL can be obtained at

http://en.wikipedia.org/wiki/Information_Technology_Infrastructur

e_Library

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Free ITIL Dumps Exam Questions Version-3 Paper 2

Free ITIL Dumps Exam Questions Version-3 Paper 2

1. The ITIL V3 core is best described as?

a) An Operations Lifecycle

b) An IT Management Lifecycle

c) A Service Lifecycle

d) An Infrastructure Lifecycle

2. Which aspect of Service Design is missing from the list below?

1. The desi gn of services

2. The design of Service Management systems and tools
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3. The design of technology architecture and management systems

4. The desi gn of the processes required

5. ?

a) The design of Functions

b) The desi gn of Servi ce Level Agreements

c) The design of applications

d) The design of measurement systems, methods and metrics

3. Which of the following Roles is responsible for identifying opportunities for

improvement?

1. Service Owner

2. Continual Service Improvement (CSI) Manager

3. Process Owner

a) 1 and 2 only

b) 1 and 3 only

c) All of the above

d) 2 and 3 only

4. Learning and improvement is the primary concern of which of the following

elements of the Service Lifecycle?

a) Service Strategy, Service Design, Service Transi tion, Service Operation andContinual Service Improvement


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b) Service Strategy, Service Transi tion and Service Operation

c) Service Operation and Continual Service Improvement

d) Continual Service Improvement

5. Which of the following is the most appropriate approach to carrying out Service

Operations?

a) The internal IT view is most important as Service Operations has to monitor

and manage the infrastructure

b) Service Operations should maintain a balance between an internal IT view and

an external business view

c) The external business view is most important as Service Operations is theplac e where value i s realized and the customer obtai ns the benefit of the services

d) IT Operations does not take an internal or external vi ew as they execute

processes defined by Service Design

6. Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk i s a function that provides a means of communication

between IT and its users for all operational issues

2. The Service Desk i s always the owner of the Incident Management process

a) 2 only

b) 1 only

c) All of the above



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7. How does an or ganization use Resources and Capabilities in creating value?

a) They are used to create value in the form of output for production management

b) They are used to create value in the form of goods and services

c) They are used to create value to the IT organi zation for Service Support

d) They are used to create value to the IT organization for Service Delivery

8. In which core publication can you find detailed descriptions of the following?

1. Service Portfoli o Management

2. Demand Management

3. Financial Management

a) Service Operations

b) Service Strategy

c) Service Transition

d) Continual Service Improvement

9. Which of the following statements BEST describes the role of Communication

during Service Operation?

a) Communication is defined as part of all processes and is executed in Service

Operation

b) Communica tion i s a separate process that needs to be defined and executed


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with Service Operation

c) Good communication is essential for successful Service Operation, just as it is

for any other phase of the Lifecycle

d) Communica tion i s more important in Service Operation than i n any other

stage of the Service Lifecycle

10. A Process owner is responsible for which of the following?

a) Purchasing tools to support the Process

b) Ensuri ng that targets specified in an SLA are met

c) Carryi ng out activities defined in the Process

d) Monitoring and improving the Process

11. Demand Management is primarily used to?

a) Increase customer value

b) Eliminate excess capacity nee ds

c) Incr ease the value of IT

d) Align business with IT cost

12. Which of the following is NOT an advantage of organizing Continual Service

Improvement (CSI) using the RACI model?

a) Facil itates clear communication and workflow practice across all parties


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invol ved in the CSI program

b) Clarifies the roles and responsibilities of individual in the CSI program which

could otherwise be overlapping and confusing

c) I dentifi es where internal Service Level Agreements (SLAs) ca n be establi shed to

implement CSI

d) Provides a clear focus for matching the CSI pr ocesses to financial planning

13. Which of the following are objectives of the Release and Deployment

Management process?

1. To ensure there are cl ear release and deployment plans

2. To ensure that skil ls and knowledge are transferred to operations a nd supportstaff

3. To ensure there is minimal unpredicted impact on production s ervices

4. To provide cost jus tifiabl e IT capaci ty that is matched to the needs of the

business

a) 1, 2 and 3 only

b) All of the above

c) 1 and 3 only

d) 1, 3 and 4 only

14. Which of the following questions is NOT answered by Service Portfolio

Management?

a) How should our resources and capabi lities be all ocated?


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b) What opportunities are there in the market?

c) Why should a customer buy these services?

d) What are the pric ing or cha rgeback models ?

15. Which of the following statements are NOT included in Access Management?

1. Verifyi ng the identity of users r equesting ac cess to services

2. Setting the rights or pr ivi leges of s ystems to al low access to authorized users

3. Defining security policies for system access

4. Monitoring the availability of systems that users should have access to

a) 3 and 4 only

b) 1 and 3 only

c) 2 and 3 only

d) 1 and 2 only

16. Application Management is NOT responsible for?

a) Documenting and maintaining the technical skills required to manage and

support Applications

b) Managing applications through their lifecycle

c) Assisting in the decision to build or buy new software

d) Developing operational functionality required by the business

/ / f C f S Q f C f


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17. If something cannot be measured, it should not be documented within which

of the following?

a) The Glossary of Terms

b) A Service Level Agreement

c) An Incident Management record

d) A Configuration Item (CI)

18. What is the purpose of the Request Fulfillment Process?

a) Dealing with Service Requests from the users

b) Making sure all requests within an IT Organization is fulfilled

c) Ensuri ng fulfil lment of Change Requests

d) Making sure the Service Level Agreement is met

19. Which of the following areas would technology help to support during the

Service Transition phase of the lifecycle?

1. Data mining and workflow tools

2. Measurement and reporting systems

3. Release and Deployment technology

4. Process Design

a) 1, 2 and 3 only

8/5/13 F ITIL D ITIL V3 D f F d ti C tifi t E S l Q ti d A d f ITIL T i i d C tifi ti E


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b) 1, 3 and 4 only

c) 2, 3 and 4 only

d) All of the above

20. Which of the following statements is CORRECT about good practice?

a) It ca n be used to drive an organization forward

b) It is something that is in wide industry use

c) It is always documented in international standards

d) It is al ways based on ITIL


1. A Process should be traceable to a specific trigger

2. A characteristi c of the Process is that it is performance driven and abl e to be

measured

Which of the above statements are CORRECT?

a) 1 only

b) All of the above

c) None of the above

d) 2 only

8/5/13 Free ITIL D mps ITIL V3 D mps for Fo ndation Certificate E am Sample Q estions and Ans er papers d mp for ITIL Training and Certification E ams


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22. Warranty of a service means which of the following?

a) The service is fit for purpose

b) There will be no failures in applications and infrastructure associated with

the service

c) All service-related problems a re fixed free of charge for a certain period of

time

d) Customers are assured of cert ain levels of availability, capacity, continuity and

security

23. The objective of Service Asset and Configuration Management is most

accurately described as?

a) To understand the performance characteristics of assets and Configuration

Items (CIs ) in or der to maxi mize their contribution to service levels

b) To manage service assets and CIs from an operational perspective

c) To ensure that assets a nd CIs deliver the business outcomes they were

designed to achieve

d) To define and control the components of services and infrastructure and

maintain accurate configuration records

24. A Service Catalogue should contain which of the following?

a) The version information of all software

b) The organizational structure of the company

c) Asset information

8/5/13 Free ITIL Dumps ITIL V3 Dumps for Foundation Certificate Exam Sample Questions and Answer papers dump for ITIL Training and Certification Exams


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d) Details of all operational services

25. Facilities Management refers to?

a) The Management of IT services that are viewed as util ities, such a s pr inters

or network ac cess

b) The Management of an outsourci ng contract

c) The Management of the physical IT environment, such as a Data Center

d) The procurement and maintenance of tools that are used by IT operations staff

to maintain the infrastructure

26. When planning and implementing a Continual Service Improvement (CSI)

initiative, which of the following benefits is LEAST useful in supporting a business

case?

a) Reduce technology investment by $5m due to more accurate capacity and

performance modeling proc esses

b) Reduce support manpower demand by 30% due to automated incident and

problem management processes

c) Improve employee morale and therefore create bet ter relationships between

IT and business units

d) Reduce Problem resolution by 50% and mini mize critical sys tem outages

27. Which of the following would NOT be stored in the Definitive Media Library

(DML)?



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a) Master copies of software

b) Backups of application data

c) Software licenses

d) Master copies of controll ed documentation

28. The objective of the Change Management process is most accurately

described as?

a) Ensuring that all changes are recorded, managed, tested and implemented in a

controlled manner

b) Ensuring that changes to IT infra structure are managed effici ently and

effectively

c) Ensuri ng that all c hanges have appropri ate back-out plans i n the event of

failure

d) Protecting servic es by not all owing changes to be made

29. Functions are best described as?

a) Wi thout their own body of knowledge

b) Closed loop sys tems

c) Self-Contained units of organizations

d) Focusing on transformation to a goal



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30. What is the best definition of an Incident Model?

a) The template used to define the Incident logging form used to report Incidents

b) A type of Inci dent involving a standard (or model) type of Configuration I tem

(CI)

c) A set of pre-defined steps to be followed when dealing with a known type of

Incident

d) An Incident that is easy to solve

31. Which of the following statements CORRECTLY defines Insourcing and

Outsourcing delivery model options?

a) Insourcing relies on internal resources; outsourcing relies on external

organization(s) resources

b) Insourcing relies on external organization(s) resources; outsourcing relies on

internal resources

c) Insourcing relies on co-sourcing; outsourcing relies on partnerships

d) Insourcing relies on knowledge process outsourcing; outsourcing relies on

application service provisi oning

32. Why should monitoring and measuring be used when trying to improve

services?

a) To validate, direct, justify and intervene

b) To vali date, measure, monitor and change

c) To validate, plan, act and improve



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d) To validate, assign resources, purchase technology and train people

33. A benefit of using Service Design tools is?

a) To help ensure that standards and conventions are followed

b) To help ensure that events a re detected as quic kly as poss ibl e

c) To help enable different applica tions to work together

d) To help i mplement architectures that support the business strategy

34. Which of the following is the CORRECT description of the Four Ps of Service

Design?

a) A four step process for the design of effective Service Management

b) A defini tion of the people and products r equired for success ful desi gn

c) A set of questions that should be as ked when reviewing desi gn specifi cations

d) The four major areas that need to be considered in the design of effective

Service Management


1. Service Trans ition provi des guidance on moving new and cha nged services

into production

2. Service Transition provides guidance on testing

3. Service Trans ition provi des guidance on the trans fer of services to or from an



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external s ervice provider

Whic h of the above statements i s CORRECT?

a) 1 and 2 only

b) 1 only

c) All of the above

d) 1 and 3 only

36. Which is the first activity of the Continual Service Improvement (CSI) model?

a) Assess the current business situation

b) Understand high-level business requirements

c) Agree on prioriti es for i mprovement

d) Create and verify a pl an

37. An Incident occurs when:

1. A user is unable to access a service during service hours

2. An authorized IT staff member is una ble to access a service during servic e

hours

3. A redundant network segment fail s, and the user i s not a ware of any dis ruption

to service

4. A user contacts the Service Desk about sl ow performance of an appli cation

Whic h of the above statements i s CORRECT?



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p , p , p Q p p p g


a) All of the above

b) 1 and 4 only

c) 2 and 3 only


38. Which process reviews Operational Level Agreements (OLAs) on a regular

basis?

a) Suppl ier Mana gement

b) Service Level Management

c) Service Por tfolio Management

d) Contract Management

39. The 7 Step Improvement Process can most accurately be described as?

a) The Seven Ps of Continual Service Improvement (CSI)

b) A service improvement methodology based on the Deming Cycle

c) A set of roles and responsibilities for managing service improvements

d) A process for defining what is to be measured, gathering the data, processing

the data and using it to take corrective action

40. The Information Security Policy should be available to which groups of people?

a) Senior business managers a nd all IT staff



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p p p p p p g


Older Posts

b) Senior bus iness managers, IT executives and the Security Mana ger

c) All customers, users and IT staff

d) Information Security Management staff only

Answers to ITIL V3 Sample Paper 2:

01. c. 02. d. 03. c 04. d. 05. b. 06. d. 07. b. 08. b. 09. c. 10. d.

11. b. 12. d. 13. a. 14. b. 15. a. 16. d. 17. b. 18. a. 19. a. 20. b.

21. b. 22 . d. 23. d. 24. d. 25 . c. 26. c. 27. b. 28. a. 29. c. 30. c

31. a. 32. a. 33. a. 34. d. 35. c. 36. b. 37. a. 38. b. 39. d. 40. c.

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