ITILv3Foundation: ServiceOperation 1.WhichofthefollowingareServiceDeskorganizationalstructures? 1.LocalServiceDesk 2.VirtualServiceDesk 3.ITHelpDesk 4.FollowtheSun a1,2and4only b2,3and4only c1,3and4only d1,2and3only 2.

.MajorIncidentsrequire: aSeparateprocedures bLessurgency cLongertimescales dLessdocumentation 3.WhichprocessisresponsibleforprovidingtherighttouseanITService? aIncidentManagement bAccessManagement cChangeManagement dRequestFulfillment 4. Which process is responsible for monitoring an IT Service and detecting when the performancedropsbelowacceptablelimits? aServiceAssetandConfigurationManagement bEventManagement cServiceCatalogueManagement dPerformanceManagement 5.WhichofthefollowingaretheMAINobjectivesofIncidentManagement? 1.ToautomaticallydetectserviceaffectingEvents 2.Torestorenormalserviceoperationasquicklyaspossible 3.Tominimizeadverseimpactsonbusinessoperations a1and2only b2and3only c1and3only dAlloftheabove 6.Intermsofaddingvaluetothebusiness,whichofthefollowingdescribesServiceOperation's contribution? aThecostoftheserviceisdesigned,predictedandvalidated bMeasuresforoptimizationareidentified cServicevalueisactuallyseenbycustomers dServicevalueismodeled

7.WhichofthefollowingisNOTanobjectiveofProblemManagement? aMinimizingtheimpactofIncidentsthatcannotbeprevented bPreventingProblemsandresultingIncidentsfromhappening cEliminatingrecurringIncidents dRestoringnormalserviceoperationasquicklyaspossible 8.WhichFunctionsareincludedinITOperationsManagement? aNetworkManagementandApplicationManagement bTechnicalManagementandChangeManagement cITOperationsControlandFacilitiesManagement dFacilitiesManagementandReleaseManagement 9.WhichofthefollowingBESTdescribesaServiceRequest? aArequestfromaUserforinformation,adviceorforaStandardChange bAnythingthatthecustomerwantsandispreparedtopayfor cAnyrequestordemandthatisenteredbyauserviaaSelfHelpwebbasedinterface dAnyRequestforChange(RFC) thatislowriskandcanbeapprovedbytheChangeManager withoutaChangeAdvisoryBoard(CAB)meeting 10.Whichofthefollowingcanhelpdeterminethelevelofimpactofaproblem? aDefinitiveMediaLibrary(DML) bConfigurationManagementSystem(CMS) cStatementofRequirements(SOR) dStandardOperatingProcedures(SOP) 11.AccessManagementiscloselyrelatedtowhichotherprocess? aCapacityManagementonly b3rdlinesupport cInformationSecurityManagement dChangeManagement 12. Which Problem Management activity ensures that a problem can be easily tracked and managementinformationcanbeobtained? aCategorization bDetection cPrioritization dEscalation 13.IdentifytheinputtotheProblemManagementprocess aRequestforChange bProblemResolution cIncidentRecords dNewKnownErrors

14.WhichofthefollowingprocessesareperformedbytheServiceDesk? 1.CapacityManagement 2.RequestFulfillment 3.DemandManagement 4.IncidentManagement aAlloftheabove b2,3and4only c2and4only d2only 15.WhichofthefollowingshouldbedocumentedinanIncidentModel? 1.DetailsoftheServiceLevelAgreement(SLA)pertainingtotheincident 2.Chronologicalorderofstepstoresolvetheincident a1only b2only cBothoftheabove dNeitheroftheabove 16.Hierarchicescalationisbestdescribedas? aNotifyingmoreseniorlevelsofmanagementaboutanIncident bPassinganIncidenttopeoplewithagreaterleveloftechnicalskill c Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction dFailingtomeettheIncidentresolutiontimesspecifiedinaServiceLevelAgreement 17.AnIncidentoccurswhen: 1.Auserisunabletoaccessaserviceduringservicehours 2.AnauthorizedITstaffmemberisunabletoaccessaserviceduringservicehours 3.Aredundantnetworksegmentfails,andtheuserisnotawareofanydisruptiontoservice 4.AusercontactstheServiceDeskaboutslowperformanceofanapplication WhichoftheabovestatementsisCORRECT? a.Alloftheabove b.1and4only c.2and3only d.Noneoftheabove 18.WhichofthefollowingisNOTavalidobjectiveofRequestFulfilment? a.Toprovideachannelforuserstorequestandreceivestandardservices b. To update the Service Catalogue with services that may be requested through the Service Desk c.Toprovideinformationtousersaboutwhatservicesareavailableandhowtorequestthem d.Tosourceanddeliverthecomponentsofstandardservicesthathavebeenrequested

19.WhichofthefollowingistheBESTdefinitionofanIncident? a.Lossofabilitytooperatetospecification,ortodelivertherequiredoutput b. A change of state which has significance for the management of a Configuration Item or IT Service c. A warning that a threshold has been reached, something has changed, or a failure has occurred d.AnunplannedinterruptiontoanITserviceorreductioninthequalityofanITservice 20.WhichFunctionwouldprovidestafftomonitoreventsinaNetworkOperationsCentre? a.ITOperationsManagement b.ApplicationsManagement c.ServiceDesk d.TechnicalManagement