ITIL Exam Preparation: ITIL V3 Foundation with Practice Questions, Essays (university) of Computer Science

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Let us help you climb that ladder of success and pass your ITIL now! QUESTION: 1 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 QUESTION: 2 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 QUESTION: 3 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 ITIL 2 http://www.ipass4sure.com QUESTION: 10 Which of the following are the MAIN objectives of incident management? 1. To automatically detect service affecting events 2. To restore normal service operation as quickly as possible 3. 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 QUESTION: 11 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 QUESTION: 12 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 ITIL 5 http://www.ipass4sure.com - More than 98,800 Satisfied Customers Worldwide. - Average 99.8% Success Rate. - Over 120 Global Certification Vendors Covered. - Services of Professional & Certified Experts available via support. - Free 90 days updates to match real exam scenarios. - Instant Download Access! 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