ITExamDump의 EXIN인증 ITIL시험덤프는 실제시험의 기출문제와 예상문제를 묶어둔 공부자료로서 시험문제커버율이 상당히 높습니다.IT업계에 계속 종사하려는 IT인사들은 부단히 유력한 자격증을 취득하고 자신의 자리를 보존해야 합니다. ITExamDump의 EXIN인증 ITIL시험덤프로 어려운 EXIN인증 ITIL시험을 쉽게 패스해보세요. IT자격증 취득이 여느때보다 여느일보다 쉬워져 자격증을 많이 따는 꿈을 실현해드립니다.
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시험 번호/코드: ITIL
시험 이름: EXIN (ITIL V3 Foundation)
ITExamDump의 연구팀에서는EXIN ITIL인증덤프만 위하여 지금까지 노력해왔고 ITExamDump 학습가이드EXIN ITIL덤프로 시험이 어렵지 않아졌습니다. ITExamDump는 100%한번에EXIN ITIL이장시험을 패스할 것을 보장하며 우리가 제공하는 문제와 답을 시험에서 백프로 나올 것입니다.여러분이EXIN ITIL시험에 응시하여 우리의 도움을 받는다면 ITExamDump에서는 꼭 완벽한 자료를 드릴 것을 약속합니다. 또한 일년무료 업데이트서비스를 제공합니다.즉 문제와 답이 갱신이 되었을 경우 우리는 여러분들한테 최신버전의 문제와 답을 다시 보내드립니다.
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NO.1 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
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NO.2 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
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NO.3 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
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NO.4 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
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NO.5 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
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NO.6 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
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NO.7 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
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NO.8 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
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NO.9 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
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NO.10 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
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NO.11 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
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NO.12 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
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NO.13 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
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NO.14 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
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NO.15 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
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NO.16 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
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NO.17 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
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NO.18 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
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NO.19 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
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NO.20 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
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