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ITIL V3 EXAM PREP QUESTIONS ANSWERS & EXPLANATIONS PDF

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This is defined as the complete costs of owning an asset, which encompasses much more than the initial download cost of that asset. Problem Management should be implemented with or after Change Management.

Effective Problem Management relies heavily on effective Incident Management. Which of the following is not likely to be an input for the Change Management process?

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The Release Management process shares very close relations with which of the following processes? Without adequate Change Control your Configuration Information would soon be obsolete, inaccurate Configuration Data means that Changes cannot be properly assessed for impact.

What would not be a task for the Service Desk? The Service Desk carries out most of the Incident Management process steps. This is an example of an Operational Cost? True False Answer : A Explanation : Operational costs are the daily costs of running a business and include such costs as staff costs, subscriptions, consumables etc. True or False: With Notional Charging an invoice is produced and payment is required where as with Real Charging an invoice is produced but no payment is required?

True False Answer : B Explanation : False, Notional Charging as the name suggests is symbolic charging where an invoice is produced but no payment is required.

With Real Charging payment is required. What is the correct sequence of phases? Initiation 3. Implementation 4. Operational Management 1.

Operational Management 2. Implementation 1. Implementation 2. Operational Management 4.

Initiation 2. Which of the following statements are incorrect? One of the objectives of Capacity Management is to ensure that IT Services are designed to deliver the levels of availability required by the business.

Once an organisation starts to adapt the guidelines to fit their environment the benfits that the best practices can bring are lost. Design for Availability ensures that the required level of Availability for an IT Service can be met. Business requirements and their satisfaction are core to ITIL ie.

ITIL guidelines should be followed regimentally.

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ITIL provides a set of Industry "best practices". Access is however through a central point of contact and technology such as ACD's are utilised to balance and route inbound calls. Which of the following statements concerning Change Management are correct? Individual Releases. Within Capacity Management 4 activities are carried out iteratively and form a natural cycle. RFC's should result from the tuning recommendations for implementation.

These activities are Implementation. Availability Management needs to consider the spectrum of measures needed to report the 'same' level of Availability in different ways.

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This data should be analysed by experts and tuning recommendations should be reported. Only those CI's that have actually changed since the last Release are included.

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A Package Release is best described as a Release where: All components of the Release are built. Monitoring Answer: A Explaantion: In what order should these activities be carried?

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A Virtual Service Desk is implemented at a central physical location but accessed by all sites through the utilisation of advanced telephony technology eg. Not all Changes should reviewed by the CAB as this will certainly cause a bottleneck. They are attributes of the Desktop CI's. Which of the following is not a CI? Serial Number's will not be recorded as Configuration Items. Which function carries out most of the Incident Management process. Various Change Models will be employed to ensure efficient handling of Changes.

You have been engaged for the past months on the staged identification and population of the CMDB. This includes Incident detection and recording. The processes that fall under the umbrella of Service Support include: Problem 33 Answer: Incidents may result in a Problem which may eventuate in a Known Error.

In terms of Incident Management which of the following sequence of steps are correct. To correct the Known Error we raise a Request for Change.

Change Management. A Service Desk manager should request all users to log incidents to the service desk by phone to ensure accurate details are recorded at the shortest delay. The Service Desk is a support function not a process. Configuration Management. The ITIL processes will ensure successful operations.

This is defined as the complete costs of owning an asset. Known Errors. Service Level Management will initiate such a program if the Service Levels provided is less than that specified in the Service Level Requirements.

Inputs to the Problem Management process include the following Major Incidents. Mean Time Between Failures MTBF refers to the mean elapsed time between the occurrence of an incident to the restoration of the service. MTBF refers to the mean time between the restoration of a service to the subsequent next failure of that service.

Even though you have implemented the ITIL processes at your organisation. Problem Management should be implemented with or after Incident Management. Effective Problem Management relies heavily on effective Incident Management. Which of the following is not likely to be an input for the Change Management process?

Incident Information is not an input into the Change Management Process. The Release Management process shares very close relations with which of the following processes?

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It is important to know the Inputs. SLA Answer: Problem Management should be implemented with or after Change Management. A B Explanation: What would not be a task for the Service Desk? Changes are managed by the Change Management process not by the Incident Management process. The Service Desk carries out most of the Incident Management process steps. This is an example of an Operational Cost? Operational costs are the daily costs of running a business and include such costs as staff costs.

Without adequate Change Control your Configuration Information would soon be obsolete. With Notional Charging an invoice is produced and payment is required where as with Real Charging an invoice is produced but no payment is required?

Notional Charging as the name suggests is symbolic charging where an invoice is produced but no payment is required. With Real Charging payment is required. Releases will be uncontrolled. Testing should be carried out regularly and following any major changes.

What is the correct sequence of phases? Implementation 4.

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