ITIL Version 3 Foundation Sample Examination - from APMG供参习.docVIP

Question No: 1 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 Question No: 2 Which of the following BEST describes the purpose of Event Management? a) The ability to detect events, make sense of them and determine the appropriate control action b) The ability to implement monitoring tools c) The ability to monitor and control the activities of technical staff d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices Question No: 3 The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met. The Service Level Manager is NOT responsible for? a) Negotiating and agreeing Operational Level Agreements b) Ensuring that all non-operational service are recorded within the Service Catalogue c) Negotiating and agreeing Service Level Agreement d) Assisting with the production and maintenance of an accurate Service Catalogue Question No: 4 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 Question No: 5 Which of the following identifies two Service Portfolio components within the Service Lifecycle? a) Service Pipeline and Service Catalogue b) Service Knowledge Management System and Service Catalogue c) Service Knowledge Management System and Service Pipeline d) Service Pipeline and Configuration Management System Question No: 6 What is the CORRECT order of the first f