PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 11

1.

Which of the following are the two primary elements that create value for customers?

Value on investment (VOI) and return on investment (ROI) Customer and user satisfaction Service requirements and warranty Resources and capabilities

2.

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Service design Service transition Continual service improvement Service operation

3.

Which of the following is the correct set of steps for the continual service improvement model/approach?

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually
improve Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keepthe momentum going? Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;Check the plan has been properly implemented; Improve the solution What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we getthere?; How do we keep the momentum going?

4.

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

1 and 2 only 1 and 3 only 2 and 3 only All of the above

5.

Who is responsible for defining key performance indicators (KPIs) for change management?

The change management process owner The change advisory board (CAB) The service owner The continual service improvement manager

6.

Which is NOT a purpose of Service Transition?

Ensure that a service can be managed, operated and supported. Provide quality knowledge of Change, Release and Deployment Mgmt. Plan and manage the capacity and resource requirements to manage a release. Provide training and certification in project management.

7.

Which of the following is the BEST definition of an Incident?

Loss of ability to operate to specification, or to deliver the required output A change of state which has significance for the management of a Configuration Item or IT Service A warning that a threshold has been reached, something has changed, or a failure has occurred An unplanned interruption to an IT service or reduction in the quality of an IT service

8.

The BEST description of the guidance provided by Service Design is?

The design and development of new services The design and development of service improvements The design and development of services and service management processes The day-to-day operation and support of services

9.

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Each stage should be carried out once in the order Plan-Do-Check-Act There should be a single Plan and Do,then Check and Act should be carried out multiple times toimplement Continual Improvement The entire cycle should be repeated multiple times to implement Continual Improvement There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times toimplement Continual Improvement

10.

Which process is responsible for frequently occurring changes where risk and cost are low?

Access management Request Fulfillment Release and Deployment Management Incident Management

PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 11

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PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 11

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