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