ITIL V3 Exam Preparation Questions With 100% Correct Answers 2024/2025, Exams of Service Management

Download ITIL V3 Exam Preparation Questions With 100% Correct Answers 2024/2025 and more Exams Service Management in PDF only on Docsity! ITIL V3 Exam Preparation Questions With 100% Correct Answers 2024/2025 Which of the following statements BEST describes one of the purposes of Service Analytics? a. Service Analytics is a means for automating simple and routine tasks and interactions. b. Service Analytics is useful to restore normal Service Operation as quickly as possible in case of an incident. c. Service Analytics is useful to model existing components and services to the higher-level business services. d. Service Analytics is a means to ensure proper funding for the delivery and consumption for services. - ANS-✔✔c Option (a) is an objective for Event Management. (b) is an objective for Incident Management and (d) is an objective for Financial Management. The goal of Problem Management is: a. To prevent Problems and resulting incidents from happening. b. To provide a channel for users to request standard services. c. To restore normal Service Operation as quickly as possible. d. To detect events, make sense of them, and determine the appropriate control action. - ANS-✔✔a Option (b) is a goal for Request Fulfillment, (c) is a goal for Incident Management and (d) is a goal for Event Management. Which of the following statements BEST describes the role of the Service Desk as the single point of contact? a. All requests, such as incidents, Service Requests and Service Level Requirements form users and customers must pass through the Service Desk. b. To provide a single point of contact to the users, an organization can only have one centralized Service Desk. c. As a user I have one single point of contact for all incidents and Service Requests but other users in the organization may have other point of contact. d. The Service Desk is on offer for the users in an organization. But they are of course allowed to contact anybody within the IT organization with their incidents and Service Requests. - ANS-✔✔c Single point of contact is seen from user's perspective. Option (a) is incorrect because customers requests such as Service Level Requirements normally go to a Business Relationship Manager, a Service Level Manager or similar. Option (b) is incorrect because different users can contact different Service Desks as long as each user has only one single contact point. Option (d) is incorrect because single point of contact is also a means to ensure that all users requests are logged and tracked by a dedicated function. Which of the following statements about the Process Owner role are CORRECT? 1. Every person involved in a process is a Process Owner. 2. The Process Owner is responsible for ensuring that the process is meeting the aims of the process definition. 3. The Process Owner and Process Manager roles are always undertaken by the same person. 4. Process Ownership is always a role as well as a function in any organization. a. 2 only b. 2 and 3 only c. 2, 3 and 4 only d. All of the above - ANS-✔✔a Only the person responsible for the process as a whole is the Process Owner; the Process Owner and Process Manager (i.e. Incident Manager) can be the same person, but is not necessarily the same person; and Process Ownership is always a role but is not necessarily implemented as a function in the organization. Which of the following is NOT an activity in the Change Management process? a. Review the Request for Change b. Plan updates c. Change Design b. 3 and 4 only c. 1, 3 and 4 only d. All the above - ANS-✔✔c Option 2, design of processes, is a goal for Service Design. Which of the following is the CORRECT definition of Service Management? a. Service Management is a set of specialized organizational resources for providing value to customers in the form of services. b. Service Management is a set of specialized organizational resources for providing value to customers in the form of goods and products. c. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. d. Service Management is a set of specialized organizational capabilities for providing value to the Service Provider in the form of goods and products. - ANS-✔✔c Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. Consider the following types of technological support of Service Management and the corresponding descriptions. A Technology-assisted B Technology-facilitated C Technology-mediated D Technology-generated (self-service) 1. The Service Provider is represented entirely by technology. 2. The Service Provider and the customer are not in physical proximity. 3. Only the Service Provider has access to the technology. 4. Both the Service Provider and the customer have access to the same technology. Which of the following pairings between roles and responsibilities is CORRECT? a. A-3, B-1, C-2 and D-4 b. A-1, B-2, C-3 and D-4 c. A-3, B-4, C-2 and D-1 d. A-4, B-3, C-2 and D-1 - ANS-✔✔c Which of the following is NOT described as a function but as a process in the ITIL Service Management Practices framework? a. Technical Management b. Service Portfolio Management c. Service Desk d. Applications Management - ANS-✔✔b Service Portfolio Management is described as a process, whereas Technical Management, Service desk and Applications Management are described as functions in the Service Operation volume. Which of the following roles may be involved in the Continual Service Improvement process? 1. The Continual Service Improvement Manager 2. The customer 3. The Service Manager 4. The Process Owners a. 1 only b. 1 and 3 only c. 1, 3 and 4 only d. All of the above - ANS-✔✔d Not only all the internal roles in the Service provider organizations but also the customers should be involved in Continual Service Improvement. Which of the following statements BEST describes prioritization in the Incident Management process? a. Prioritization is determined by the urgency of the Incident and the level of impact the Incident is causing. b. Prioritization is determined by the resources available and the level of impact the Incident is causing. c. Prioritization is determined by the resources available and the urgency of the Incident. d. Prioritization is determined by the resources available, the urgency of the Incident and the level of impact the Incident is causing. - ANS-✔✔a The resources available are not determining the prioritization of the incident. Constraints to resources are the reason to do the prioritization. Which of the following questions is NOT one of the 7 Rs that must be answered for all changes as part of the impact assessment? a. What RESOURCES are required to deliver the change? b. Who RAISED the change? c. What is the RELATIONSHIP between this change and other changes? d. Who is going to REVIEW the change when it has been implemented? - ANS-✔✔d The review and close of the change is not part of the impact assessment. The BEST way to define the services in the Service Portfolio is to base the definitions on: a. The resources needed to deliver the service. b. The business outcome of the service. c. The capabilities needed to deliver the service. d. All of the above - ANS-✔✔b More than one person can be responsible for each task but only one person can be accountable for each task. 'I' stands for 'Informed'. Which of the following is NOT an activity that IT Operations Management is responsible for? a. Console management b. Management of facilities c. Output management d. Maintenance of a stable technical infrastructure - ANS-✔✔d Technical Management, not IT Operations Management is responsible for planning, implementing and maintaining a stable technical infrastructure. Assume that IT Operations is separated from Technical and Application Management. Which of the following roles does Technical and Application Management normally NOT play in the Event Management process? a. Participating in the instrumentation of the service. b. Testing the services to ensure that Events are properly generated. c. Ensuring that any auto response are defined. d. Monitoring Events. - ANS-✔✔d Where IT Operations is separated from Technical and Application Management, IT Operations is commonly delegated the Event monitoring and first-line response activities. Which of the following statements are CORRECT about Service Asset and Configuration Management? 1. Configuration Management delivers a logical model of the services, assets and the infrastructure. 2. Information about each Configuration items is recorded in a configuration record in the Configuration Management System. 3. The Service Knowledge Management System includes the Configuration Management System and databases as well as other tools and databases. 4. Status Accounting and Reporting is an activity in the Service Asset and Configuration Management Process. a. 1 only b. 1 and 2 only c. 1, 2 and 3 only d. All of the above - ANS-✔✔d All of the statements are true, about Service Asset and Configuration Management. Which of the following statements BEST describes the goals of Supplier Management? 1. To ensure that underpinning contracts and agreements with suppliers are aligned to business needs and managed though their lifecycle. 2. To manage relationships with suppliers. 3. To ensure that the information security risks are appropriately managed and enterprise information resources are used responsibly. 4. To maintain a supplier policy and a supporting Supplier and Contract Database. a. 1 only b. 1 and 2 only c. 1, 2 and 3 only d. All of the above - ANS-✔✔c Even though it is important to manage information security risks for data and services managed by third parties (option 3), this is a responsibility for the Information Security Management Process. Which of the following activities BEST help an organization managing and developing Service Management as a strategic asset? 1 Identification of critical services across the Service Portfolio for a given customer of market space. 2. Establishment of the right mix of service to offer to customers. 3. Tagging all service assets with the name of the service to which they add service potential. 4 Creation of diagnostic scripts for diagnosis of incidents. a. 1 only b. 1 and 2 only c. 1, 2 and 3 only d. All the above - ANS-✔✔c Options 1, 2 and 3 are all part of the activities involved in developing Service Management as a strategy asset within the Service Strategy Management process. Option 4 improves the Service Management processes but not necessarily as a strategic asset. A key role for Service Operations is to achieve a balance between conflicting sets of priorities. A fundamental conflict exits between IT as a set of technology components on one side and: a. the view in which the organization focuses only on business requirements and the service delivered b. the ability to respond to change without impacting on other services c. a strong focus on delivering quality d. proactive behaviour on the other side - ANS-✔✔a The other options are counterparts of stability, costs and relative behavior, respectively. When should a Service Design Package be produced? a. During the strategy stage, for each time a new service is added to the Service Portfolio. b. During the design stage, for each change to a service or removal of a service. c. When a new or changed service is passed from Service Design to Service Transition. d. During the design stage, for each new service, major change to a service or removal of a service. - ANS-✔✔d The Service Design Package should be produced during the design stage for new, changed and removed services. A Service Design package is normally only produced for major changes. process? 1. Analyse 2. Define 3. Approve 4. Charter a. 1 only b. 1 and 2 only c. 1, 2 and 3 only d. All of the above - ANS-✔✔d All of the activities are part of the Service Portfolio Management process. To answer the question: 'Where do we want to be?' In the Continual Service Improvement model, we need to know: 1. The vision of the organization 2. The mission of the business 3. The current baseline 4. The metrics a. 1 only b. 1 and 2 only c. 1, 2 and 3 only d. All of the above - ANS-✔✔c The answer to the question 'Where do we want to be?' Involves measurable targets, which are the prerequisites for defining the metrics. We therefore only need to know the vision, mission, goals, objectives and baseline to answer the question. Good Service Design is dependent on effective and efficient use of the four Ps - people, processes, partners and: a. plans b. products c. practices d. policies - ANS-✔✔b Good Service Design is dependent on all four answers, but the last 'P' in the four 'Ps' tenet stands for products. Which is the best description of a Service Catalogue? a. A document defining all aspects of an IT Service and its requirements through each stage of its lifecycle. b. The complete set of services that are managed by a Service Provider. c. A database or structured document with information about all live IT services, including those available for deployment. d. An agreement between and IT Service Provider and the IT customer(s). - ANS-✔✔c The other are definitions of (a) a Service Design Package, (b) a Service Portfolio and (d) a Service Level Agreement. Which of the following statements are CORRECT about utility and warranty? 1. Utility can be described as what the customer gets. 2. Warranty can be defined as 'fitness for use'. 3. Utility increases the average performance. 4. Warranty reduces the variation in performance a. 1 only b. 1 and 2 only c. 1, 2, and 3 only d. All of the above - ANS-✔✔d All of the statements are true for utility and warranty. The Service Portfolio is the single integrated source of information on the status, interfaces and dependencies of each service used by activities within the following stages in the Service Lifecycle: 1. Service Strategy 2. Service Transition 3. Service Design 4. Service Operation a. 1 only b. 1 and 2 only c. 1, 2 and 3 only d. All of the above - ANS-✔✔d The Service Portfolio acts as the connection point or the 'spine' of all five stages in the Service Lifecycle.