a - Paper 2 40 ITIL v3 Foundation Exam Q&As - v.3...

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v.3. Foundation Examination
Paper 2 Multiple Choice
Instructions
1. All 40 questions should be attempted.
2. There are no trick questions.
3. All answers are to be marked on the original examination paper.
4. Please use a pen to mark your answers with either a 9 or x .
5. You have 1 hour to complete this paper.
6. You must get 26 or more correct to pass.
Candidate Number:
......................................................
Copyright 2008 - Practice-Questions.com

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1 What does the 'Service V model' represent?
a) A strategy for the successful completion of all service management projects
b) The path to Service Delivery and Service Support for efficient and effective
utilisation of resources
c) Levels of testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of
services
2 Technical Management is NOT responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and
support the IT Infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from technical failures
3 The priority of an Incident is BEST described as?
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is
resolved in time
d) The escalation path that will be followed to ensure resolution of the Incident
4 What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent Changes are made
during particularly volatile business periods
b) To assist the Change Manager in implementing Emergency Changes
c) To assist the Change Manager in evaluating Emergency Changes and to
decide whether the Change should be approved
d) To assist the Change Manager in speeding up the Emergency Change
Process so that no unacceptable delays occur

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5 A Service Owner is responsible for which of the following?
a) Continual Improvement of the service
b) Designing and documenting a service
c) Carrying out the Service Operations activities needed to support a service
d) Producing a Balanced Scorecard showing the overall status of all services
6 Operations Control refers to?
a) The managers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) The tools used to monitor and display the status of the IT Infrastructure and
Applications
d) The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
7 Which of the following statements is CORRECT about patterns of demand generated
by the customer's business?