PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 2

1.

Which of the following CANNOT be stored and managed by a tool?

Knowledge Data Information Wisdom

2.

Major Incidents require?

Less documentation Longer timescales Less urgency Separate procedures

3.

Which of the following is NOT one of the five individual aspects of Service Design?

The design of the Service Portfolio, including the Service Catalogue The design of the technology architecture and management systems The design of Market Spaces The design of new or changed services

4.

Which of the following is NOT an objective of Problem Management?

Eliminating recurring Incidents Minimizing the impact of Incidents that cannot be prevented Preventing Problems and resulting Incidents from happening Restoring normal service operation as quickly as possible and Minimizing adverse impact on thebusiness

5.

Which of the following statements BEST describes a Definitive Media Library (DML)?

A secure location where definitive hardware spares are held A secure library where definitive authorized versions of all software and back-ups are stored andprotected A secure electronic library that contains all copies of software and licenses A secure library where definitive authorized versions of all media Configuration Items (CIs) are storedand protected

6.

Which of the following BEST describes a 'Major Incident'?

An Incident that is so complex that the Service Desk takes longer than five times the normal time to log
it An Incident which requires a large number of people to resolve An Incident which has a high impact on the business An Incident that is so complex that it requires root cause analysis before any workaround can be found

7.

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Produce quality, secure and resilient designs for new or improved services, technology architecture,
processes or measurement systems that meet all the agreed current and future IT requirements of the
organization Take the overall Service Strategies and ensure they are reflected in the Service Design process andthe service designs that are produced Produce and maintain all necessary Service Transition packages Measuring the effectiveness and efficiency of Service Design and the supporting processes

8.

Contracts relating to an outsourced Data Centre would be managed by?

Service Desk IT Operations Control Technical Management Facilities Management

9.

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer.
What imbalance does this represent?

Excessive focus on quality Excessively reactive Excessively proactive Excessive focus on cost

10.

Which of the following is NOT a valid objective of Request Fulfillment?

To provide information to users about what services are available and how to request them To update the Service Catalogue with services that may be requested through the Service Desk To source and deliver the components of standard services that have been requested To provide a channel for users to request and receive standard services

PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 2

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PEOPLECERT ITIL -V3 Foundation by PEOPLECERT Set 2

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