You are on page 1of 6

ITIL V3 Study Exams || Sept 21 2017

1. “Services are a means of delivering value to customers by facilitating the outcomes


customers want to achieve without the ownership of specific costs and risks.” Which
entity owns the risks?

A. The customer
B. The IT organization
C. The service provider
D. The service desk function

2. Which of the following statements is correct?


1. All processes should have an owner.
2. A process takes one or more inputs and turns them into defined outputs, such as
process reports and reviews.
3. All processes’ objectives must be defined in measurable terms.
4. All processes must have an objective.

A. 1 and 2 only
B. 2 and 4 only
C. All of the above
D. 1, 2, and 4

3. Which of the following is not a primary concern of Service Strategy?

A. Providing guidance on setting strategy


B. Setting policies and objectives
C. Understanding how to create value for customers
D. Defining a Release Plan

4. True or False? A customer’s perceptions, customer’s pre-established preferences, and


actual business outcomes all influence the value of a service.

A. True
B. False

5. Which of the following is the correct description of “utility”?

A. A customer or organization doing business with an electrical or water-services


company
B. The service is fit for use.
C. An assurance of certain levels of availability, capacity, continuity, and security.
D. The attributes of the service that have a positive effect on the performance of
activities, objects, and tasks associated with desired outcomes.

6. Of the following individuals, which one is responsible for managing day-to-day


implementation of a process?

A. Process owner
B. Service catalog
C. Service owner
D. Process manager
7. Which of the following are valid customer types according to ITIL? (Select all that
applies)

A. Internal customer
B. External customer
C. VIP Customer
D. Remote customer

8. Which of the following is NOT a characteristic of a process?

A. Delivers specific results


B. Responds to specific events
C. It is measurable
D. A method of structure and organization

9. A process Owner has been identified with an “I” in RACI Matrix. Which of the following would
be expected of them?

A. Tell others about the progress of an activity


B. Perform an activity
C. Be kept up to date on the progress of an activity
D. Manage an activity

10. Which of the following would be defined as part of every process?

1. Roles
2. Activities
3. Functions
4. Responsibilities

A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
11.C

12 . A

13. A

14. A

15. C
16. B

17. D

18. D

19.C

20. D
21. C

22. D

23. B

24. D

25. D

You might also like