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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