ITIL V3 Foundation Certificate in IT Service Management
Which of the following areas would technology help to support during the Service
Operation phase of the Lifecycle?
1 Identifying configuration of user desktop PCs when Incidents are logged
2 Control of user desk-top PCs
3 Create and use diagnostic scripts
4 Dashboard type technology
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 2, 3 and 4 only
Which of the following is NOT a FUNCTION?
A. Application Management
B. Service Desk
C. Incident Management
D. Technical Management
Which of the following is the CORRECT description of the Seven R's of Change
A. A set of questions that should be asked to help understand the impact of
B. A seven step process for releasing Changes into production
C. A set of questions that should be asked when reviewing the success of a recent
D. A definition of the roles and responsibilities required for Change Management
The BEST Processes to automate are those that are?
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Which Function would provide staff to monitor events in an Operations Bridge?
A. Technical Management
B. IT Operations Management
C. Service Desk
D. Applications Management
The Left-hand side of the Service V Model represents requirements and
specifications. What does the right-hand side of the Service V Model represent?
A. Validation and Testing
B. The business value that can be expected from a given service
C. Performance and capacity requirements of services and IT infrastructure
D. Roles and responsibilities required for an effective service management
Which of the following is a good metric for meas