PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 1

1.

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

The Request Fulfillment Process Manager The Request Fulfillment Process Owner The Service Desk Manager The Service Manager

2.

Which Service Design process makes the most use of data supplied by Demand Management?

IT Service Continuity Management Service Level Management Service Catalogue Management Capacity Management

3.

Which of the following statements is CORRECT?

The KEDB and the CMS form part of the larger SKMS The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) The Service Knowledge Management System (SKMS) is part of the CMS The CMS is part of the Configuration Management Data Base (CMDB)

4.

The group that authorizes changes that must be installed faster than the normal process is called the?

CAB Emergency Committee (CAB/EC) Emergency CAB (ECAB) Urgent Change Board (UCB) Urgent Change Authority (UCA)

5.

What is a RACI model used for?

Performance analysis Recording Configuration Items Defining roles and responsibilities Monitoring services

6.

Which of the following statements about processes is INCORRECT?

The output from a process has to conform to operational norms derived from business objectives The objective of any IT process should be expressed in terms of business benefits and goals A process may define policies, standards and guidelines The definition of Process Control is "The activity of planning and regulating a process, with the objectiveof achieving Best Practice"

7.

Which of the following sentences BEST describes a Standard Change?

A pre-authorized change that has an accepted and established procedure A change that is made as the result of an audit A change that correctly follows the required change process A change to the service provider's established policies and guidelines

8.

What are the three Service Provider business models?

Internal Service provider, External Service provider, Shared Service Provider Internal Service Operations provider, External Service Operations provider, Shared Service Unit Internal Service provider, External Service provider, Outsourced 3rd Party Internal Service provider, Outsourced 3rd party and Off-shore party

9.

Which of the following statements about processes is INCORRECT?

The output from a process has to conform to operational norms derived from business objectives The definition of Process Control is "The activity of planning and regulating a process, with the objectiveof achieving Best Practice" The objective of any IT process should be expressed in terms of business benefits and goals A process may define policies, standards and guidelines

10.

A Service Level Agreement is?

The part of a contract that specifies responsibilities of each party An agreement between the Service Provider and their customer An agreement between a Service Provider and an external supplier An agreement between the Service Provider and an internal organization

PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 1

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PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 1

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