ITIL V3 Exam Preparation Questions With 100% Correct Answers 2024/2025
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Course
ITIL V3
Institution
ITIL V3
ITIL V3 Exam Preparation Questions With 100% Correct Answers 2024/2025
Which of the following statements BEST describes one of the purposes of Service Analytics?
a. Service Analytics is a means for automating simple and routine tasks and interactions.
b. Service Analytics is useful to restore no...
ITIL V3 Exam Preparation Questions With 100% Correct Answers 2024/2025
Which of the following statements BEST describes one of the purposes of Service Analytics?
a. Service Analytics is a means for automating simple and routine tasks and interactions.
b. Service Analytics is useful to restore normal Service Operation as quickly as possible in case of an
incident.
c. Service Analytics is useful to model existing components and services to the higher-level business
services.
d. Service Analytics is a means to ensure proper funding for the delivery and consumption for services. -
ANS-✔✔c
Option (a) is an objective for Event Management. (b) is an objective for Incident Management and (d) is
an objective for Financial Management.
The goal of Problem Management is:
a. To prevent Problems and resulting incidents from happening.
b. To provide a channel for users to request standard services.
c. To restore normal Service Operation as quickly as possible.
d. To detect events, make sense of them, and determine the appropriate control
action. - ANS-✔✔a
Option (b) is a goal for Request Fulfillment, (c) is a goal for Incident Management and (d) is a goal for
Event Management.
Which of the following statements BEST describes the role of the Service Desk as the single point of
contact?
a. All requests, such as incidents, Service Requests and Service Level Requirements form users and
customers must pass through the Service Desk.
b. To provide a single point of contact to the users, an organization can only have one centralized
Service Desk.
c. As a user I have one single point of contact for all incidents and Service Requests but other users in
the organization may have other point of contact.
,d. The Service Desk is on offer for the users in an organization. But they are of course allowed to contact
anybody within the IT organization with their incidents and Service Requests. - ANS-✔✔c
Single point of contact is seen from user's perspective. Option (a) is incorrect because customers
requests such as Service Level Requirements normally go to a Business Relationship Manager, a Service
Level Manager or similar. Option (b) is incorrect because different users can contact different Service
Desks as long as each
user has only one single contact point. Option (d) is incorrect because single point of contact is also a
means to ensure that all users requests are logged and tracked by a dedicated function.
Which of the following statements about the Process Owner role are CORRECT?
1. Every person involved in a process is a Process Owner.
2. The Process Owner is responsible for ensuring that the process is meeting the aims of the process
definition.
3. The Process Owner and Process Manager roles are always undertaken by the same person.
4. Process Ownership is always a role as well as a function in any organization.
a. 2 only
b. 2 and 3 only
c. 2, 3 and 4 only
d. All of the above - ANS-✔✔a
Only the person responsible for the process as a whole is the Process Owner; the Process Owner and
Process Manager (i.e. Incident Manager) can be the same person, but is not necessarily the same
person; and Process Ownership is always a role but is
not necessarily implemented as a function in the organization.
Which of the following is NOT an activity in the Change Management process?
a. Review the Request for Change
b. Plan updates
c. Change Design
, d. Assess and evaluate change - ANS-✔✔c
There is no activity in the Change Management process for managing individual changes called 'Change
Design'.
Which of the following are goals and objectives for the Service Level Management
process?
1. To provide and improve the relationship and communication with the business and customers.
2. To produce and maintain an appropriate and up-to-date Capacity Plan which reflects the current and
future needs of the business.
3. To ensure that proactive measures to improve the levels of service delivered and implemented.
4. To support efficient and effective business and Service Management processes by providing accurate
information about assets.
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above - ANS-✔✔b
Option 2 is an objective for Capacity Management and option 4 is an objective for Service Asset and
Configuration Management.
Which of the following metrics types is NOT a typical type of metrics?
a. Technology metrics
b. Service metrics
c. Baseline metrics
d. Process metrics - ANS-✔✔c
Baselines are markers or starting points for later comparisons of measurements.
Which of the following validation activities BEST corresponds to the definition of
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