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Monday, August 24, 2009
ITIL DUMP
ITIL DUMP
Which of the following statements is CORRECT for ALL processes?
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 organisations responsible for specific outcomes
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 a budget?
d) Where are we now?
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 access to an
application
d) A user logs onto an internal web site to download a licensed copy of software
from a list of approved options
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 that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contract
Database
d) Supplier Management should be involved in all stages of the Service Lifecycle,
from Strategy through Design and Transition to Operations and Improvement
The four stages of the Deming Cycle are?
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit
d) Plan, Do, Check, Act
ITIL DUMP
Which of the following statements is CORRECT for ALL processes?
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 organisations responsible for specific outcomes
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 a budget?
d) Where are we now?
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 access to an
application
d) A user logs onto an internal web site to download a licensed copy of software
from a list of approved options
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 that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contract
Database
d) Supplier Management should be involved in all stages of the Service Lifecycle,
from Strategy through Design and Transition to Operations and Improvement
The four stages of the Deming Cycle are?
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit
d) Plan, Do, Check, Act
ITIL DUMP
ITIL CERTIFICATION
ITIL CERTIFICATION
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 and Configuration Management
d) Service Catalogue Management
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 Fulfilment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management
Sources of 'good practice' include which of the following?
1. Public frameworks
2. Standards
3. Proprietary knowledge of Individuals and Organisations
a) 1 and 2 only
b) 2 and 3 only
c) All of the above
d) 1 and 3 only
Setting policies 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 and
Continual Service Improvement
Which of the following is NOT an objective of Service Operation?
a) Thorough 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 services
d) To monitor the performance of technology and processes
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 and Configuration Management
d) Service Catalogue Management
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 Fulfilment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management
Sources of 'good practice' include which of the following?
1. Public frameworks
2. Standards
3. Proprietary knowledge of Individuals and Organisations
a) 1 and 2 only
b) 2 and 3 only
c) All of the above
d) 1 and 3 only
Setting policies 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 and
Continual Service Improvement
Which of the following is NOT an objective of Service Operation?
a) Thorough 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 services
d) To monitor the performance of technology and processes
Tuesday, August 11, 2009
itil v3 dump
itil v3 dump
ITIL V3 RAPIDSHARE
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ITIL V3 RAPIDSHAREFriday, August 7, 2009
ITIL DUMP EXAM
ITIL DUMP EXAM
1. goal of Service Asset and Configuration Management is to?
a) Account for all financial assets 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
2. Which is the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
a) Event management and Request Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management
3. Which of the following one identifies two Service Portfolio components within the Service Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Management System
4. Which of the following areas would technology help to support during the Service Design phase of the Life cycle?
1. Hardware and Software design
2. Environmental design
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
5. Business drivers and requirements for a new service should be considered during?
a) Review the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers
6. The BEST definition of an event is?
a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
b) An occurrence that is significant for the management of the IT infrastructure or delivery of services
c) known system defect that generates multiple incident reports
d) Planned meeting of customers and IT staff to announce a new service or improvement program
7. What does the Service V model represent?
a) Strategy for the successful 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 Service Capability
d) The business perspective as perceived by the customer and the user of services
8. Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from, technical failures
9. The following options are considered within which process?
1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual
4) Release and Deployment Management
5) Service Asset and Configuration Management
6) Service Catalogue Management
10. Which of the following activities is Service Level Management responsible ?
a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about service
-----------------------------------------------------------------------------------------------------------------------
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ITIL DUMP EXAM
ITIL DUMP EXAM
1. The goal of Service Asset and Configuration Management is to?
a) Account for all financial assets 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
2. 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 and Event Management
d) Change Management and 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 Catalogue
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
2. Environmental design
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 capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers
16. The BEST definition of an event is?
a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already 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 new service or improvement program
17. What does the Service V model represent?
a) A strategy for the successful 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 Service Capability
d) The business perspective as perceived by the customer and the user of services
18. Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
c) Defining the Operational Level Agreements for the technical 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 and Configuration Management
d) Service Catalogue Management
20. Which of the following activities is Service Level Management responsible for?
a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about service
FREE ITIL EXAM 2
FREE ITIL EXAM
1. Mmain objective of Availability Management is?
a) To monitor and report availability of services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability matches or exceeds the agreed needs of the business
2. Operations Control refers to?
a) anagers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) Tools used to monitor and display the status of the IT Infrastructure and Applications
d) Situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available
3. 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 specific event
5. It delivers its primary result to a customer or stakeholder
6) 1, 2, 4 and 5 only
7) 1, 3, 4 and 5 only
8) All of the above
4. Which of the following is NOT an example of Request?
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) Manager submits a request for a new employee to be given access to an application
d) User logs onto an internal website to download a licensed copy of software from a list of approved options
5. A Service Level Package is best described as?
a) A definite level of utility and warranty associated with a core service package
b) Description of customer requirements used to negotiate a Service Level Agreement
c) Description of the value that the customer wants and for which they are willing to pay
d) Document showing the Service Levels achieved during an agreed reporting period
6. Incident Management has a value to the business by ?
a) Helping to control infrastructure cost of adding new technology
b) Enabling users to resolve Problem
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of impact
7. 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 activities needed to support a Service
d) Producing scorecard showing the overall status of all Services
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit,Re-Act
d) Plan, Do, Check, Act
9. 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 data, analyze data and present data
c) What is the vision, where are 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
10. Which of the following statements is CORRECT for all processes ?
a) They define activities, roles, responsibilities, functions and metrics
b) They create value for all 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
ITIL WHAT
ITIL WHAT
Best forum for ITIL related discurssion, help related job openings for ITIL , ITIL Dumps , ITIL certification tips and ITIL materials
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New forum for begginers best use ,with ITIL articles and white papers
ITIL IS
ITIL IS
It has become increasingly recognized that information is the most important
strategic resource that any organization has to manage. Key to the collection,
analysis, production and distribution of information within an organization is
the quality of the IT Services provided to the business. It is essential that we
recognize that IT Services are crucial, strategic, organizational assets and
therefore organizations must invest appropriate levels of resource into the
support, delivery and management of these critical IT Services and the IT
systems that underpin them. However, these aspects of IT are often overlooked
or only superficially addressed within many organizations.
Key issues facing many of today’s senior Business Managers and IT Managers
are:
IT and business strategic planning
Integrating and aligning IT and business goals
Implementing continual improvement
Measuring IT organization effectiveness and efficiency
Optimizing costs and the Total Cost of Ownership (TCO)
Achieving and demonstrating Return on Investment (ROI)
Demonstrating the business value of IT
Developing business and IT partnerships and relationships
Improving project delivery success
Outsourcing, insourcing and smart sourcing
Using IT to gain competitive advantage
Delivering the required, business justified IT services (i.e. what is required,
The challenges for IT managers are to co-ordinate and work in partnership with
the business to deliver high quality IT services. This has to be achieved while
adopting a more business and customer oriented approach to delivering
services and cost optimization.
It has become increasingly recognized that information is the most important
strategic resource that any organization has to manage. Key to the collection,
analysis, production and distribution of information within an organization is
the quality of the IT Services provided to the business. It is essential that we
recognize that IT Services are crucial, strategic, organizational assets and
therefore organizations must invest appropriate levels of resource into the
support, delivery and management of these critical IT Services and the IT
systems that underpin them. However, these aspects of IT are often overlooked
or only superficially addressed within many organizations.
Key issues facing many of today’s senior Business Managers and IT Managers
are:
IT and business strategic planning
Integrating and aligning IT and business goals
Implementing continual improvement
Measuring IT organization effectiveness and efficiency
Optimizing costs and the Total Cost of Ownership (TCO)
Achieving and demonstrating Return on Investment (ROI)
Demonstrating the business value of IT
Developing business and IT partnerships and relationships
Improving project delivery success
Outsourcing, insourcing and smart sourcing
Using IT to gain competitive advantage
Delivering the required, business justified IT services (i.e. what is required,
The challenges for IT managers are to co-ordinate and work in partnership with
the business to deliver high quality IT services. This has to be achieved while
adopting a more business and customer oriented approach to delivering
services and cost optimization.
DUMP EXAM
DUMP EXAM
ITIL DUMP EXAM
1. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered from the following?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology
2. Setting policies and objectives are 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 and Continual Service Improvement
3. Which of the following BEST in 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 ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices
4. Consider the following statements:
1. CSI provides guidance on how to improve process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases of the service life cycle
4. CSI provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
a. 1 and 2 only
b. 2 only
c. 1, 2 and 3 only
d. All of the above
5. Which of the following statements are CORRECT about Functions ?
1. They provide structure and stability to organizations
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 processes
5) 1, 2 and 3 only
6) All of the above
7) None of the above
6. If an organization is able to become more proactive in its ITSM processes , what is likely to happen to support the costs?
a) They are likely to increase gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are likely to reduce initially and then gradually return to current level
7. 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 that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contracts Databases
d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement
8. Which of the following BEST describes a Local Service Desk structure ?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak 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 any physical location but uses telecommunications and IT systems to make it appear that they are in the same location
9. What is the role of 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 assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.
10. Which of the following is a good uses of a baseline?
a) The desired end state of a project
b) A marker or starting point for later comparison
c) The current desktop models in use
d) The type of testing to be done for a release
ITIL DUMP EXAM
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