IT업계에 종사하는 분이 점점 많아지고 있는 지금 IT인증자격증은 필수품으로 되었습니다. IT인사들의 부담을 덜어드리기 위해 Pass4Test는  EXIN ITIL (ITIL V3 Foundation) 인증시험에 대비한 고품질 덤프를 연구제작하였습니다. EXIN ITIL (ITIL V3 Foundation) 시험을 준비하려면 많은 정력을 기울여야 하는데 회사의 야근에 시달리면서 시험공부까지 하려면 스트레스가 이만저만이 아니겠죠. Pass4Test 덤프를 구매하시면 이제 그런 고민은 끝입니다. 덤프에 있는 내용만 공부하시면 IT인증자격증 취득은 한방에 가능합니다.

 

 

NO.1 A plan for managing the end of a supplier contract should be created when?

A. The contract is being negotiated

B. The contract is about to be ended

C. The Supplier Manager decides that there is a risk the contract might need to end soon

D. The contract has been agreed

Answer: A

 

NO.2 How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-Act

B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to

implement Continual Improvement

C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to

implement Continual Improvement

D. The entire cycle should be repeated multiple times to implement Continual Improvement

Answer: D

 

NO.3 The group that authorizes changes that must be installed faster than the normal process is called the?

A. Emergency CAB (ECAB)

B. Urgent Change Authority (UCA)

C. Urgent Change Board (UCB)

D. CAB Emergency Committee (CAB/EC)

Answer: A

 

NO.4 Which of the following are the MAIN objectives of incident management?

To automatically detect service affecting events

To restore normal service operation as quickly as possible

To minimize adverse impacts on business operations

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

Answer: B

 

NO.5 Which of the following is NOT one of the five individual aspects of Service Design?

A. The design of the Service Portfolio, including the Service Catalogue

B. The design of Market Spaces

C. The design of new or changed services

D. The design of the technology architecture and management systems

Answer: B

 

NO.6 Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider's established policies and guidelines

B. A pre-authorized change that has an accepted and established procedure

C. A change that is made as the result of an audit

D. A change that correctly follows the required change process

Answer: B

 

NO.7 Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize

the cost of training them

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or

supervisory roles

C. The Service Desk should try to have a high level of staff turnover as the training requirements are low

and this helps to minimize salaries

D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to

keep them in the role where they have been trained

Answer: B

 

NO.8 The BEST description of the purpose of Service Operation is?

A. To decide how IT will engage with suppliers during the Service Management Lifecycle

B. To proactively prevent all outages to IT Services

C. To deliver and support IT Services at agreed levels to business users and customers

D. To design and build processes that will meet business needs

Answer: C

 

NO.9 Which is the correct combination of Service Management terms across the Lifecycle?

A. 1A, 2B, 3C, 4D

B. 1C, 2D, 3A, 4B

C. 1C, 2B, 3A, 4D

D. 1B, 2C, 3D, 4A

Answer: C

 

NO.10 Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)

B. The SKMS can include data on the performance of the organization

C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases

(CMDB)

D. The SKMS can include user skill levels

Answer: A

 

NO.11 Which of the following statements is INCORRECT?

A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases

(CMDB)

B. The SKMS is part of the Configuration Management System (CMS)

C. The SKMS can include data on the performance of the organization

D. The SKMS can include user skill levels

Answer: B

 

NO.12 Effective release and deployment management enables the service provider to add value to the

business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. Delivering change, faster and at optimum cost and minimized risk

D. Verifying the accuracy of all items in the configuration management database

Answer: C

 

NO.13 Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize

the cost of training them

B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to

keep them in the role where they have been trained

C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or

supervisory roles

D. The Service Desk should try to have a high level of staff turnover as the training requirements are low

and this helps to minimize salaries

Answer: C

 

NO.14 Which of the following questions does Service Strategy help answer with its guidance?

How do we prioritize investments across a portfolio?

What services to offer and to whom?

What are the Patterns of Business Activity (PBA)?

A. 3 only

B. 1 only

C. 2 only

D. All of the above

Answer: D

 

NO.15 In which core publication can you find detailed descriptions of Service Level Management, Availability

Management, Supplier Management and IT Service Continuity Management?

A. Service Transition

B. Service Design

C. Service Strategy

D. Service Operation

Answer: B

 

NO.16 Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the service desk for service requests

B. Menu-driven range of self help and service requests

C. Web front-end

D. A direct interface into the back end process handling software

Answer: A

 

NO.17 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Services and Infrastructure

B. Applications and Infrastructure

C. Resources and Capabilities

D. Utility and Warranty

Answer: C

 

NO.18 Which of the following are managed by facilities management? Hardware within a data centre or

computer room Applications Power and cooling equipment Recovery sites

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 1 and 3 only

Answer: C

 

NO.19 Which of the following models would be MOST useful in helping to define an organizational structure?

A. RACI model

B. Service Model

C. Continual Service improvement (CSI) model.

D. The Deming Cycle

Answer: A

 

NO.20 Which of the following is the correct set of steps for the continual service improvement

model/approach.?

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually

improve

B. Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we

keep the momentum going?

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;

Check the plan has been properly implemented; Improve the solution

D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get

there?; How do we keep the momentum going?

Answer: D