To pass the ITV 3 you need the answer to these questions! Which stakeholder will define service level requirements? A. Customer B. End User C. Service Provider D. Supplier Answer A Identity and rights are two Major concepts involved in which one of the following processes? A. Access Management B. Faculties Management C. Event Management D. Demand Management Answer A Which role or function is responsible for monitoring activities and events in the IT Infrastructure? A. Service Level Management B. It Operations Management C. Capacity Management D. Incident Management Answer B Customer perceptions and business outcomes help to define what? A. The value of service B. Customer Satisfaction C. Total cost of ownership D. Key performance indicators Answer A Which role is accountable for a specific service within an organization? A. The Service Level Manager B. The Business Relationship Manager C. The Service Owner D. The Service Continuity Manager Answer C Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management Processes 4. Metrics A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above Answer D Effective Server Transition can significantly improve a service provider’s ability to handle high volumes of what? A. Service level requests B. Changes and Releases C. Password resets D. Incidents and Problems Answer B In the phrase People, Processes, Products and Partners, Products refers to. A. IT Infrastructure and Applications B. Services, technology and tools C. Goods produced by third parties to support the IT services D. All assets belonging to the Service Provider Answer B When should tests for a new service be designed? A. At the same time as the service is designed B. After the service has been designed, before the service C. As Part of Service Transition D. Before the service is designed Answer C Which statement about the Emergency Change Advisory Board (ECAB) is Correct? A. The ECAB considers every high priority request for change B. Amongst the duties of the ECAB is the review of completed emergency changes C. The ECAB will be used for emergency changes where call a full CAB D. The ECAB will be chaired by the IT Director Answer C Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement a. 1 Plan, 2 DO, 3 Check, 4 Act b. 3 Plan, 2 Do, 4 Check, 1 Act c. 4 Plan, 3 Do, 1 Check, 2 act d. 2 Plan, 3 Do, 4 Check, 1 Act Answer C Which process will regularly analyze incident data to identify discernable trends? A. Service Level Management B. Problem Management C. Change Management D. Event Management Answer A What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agree with the customers B. Reporting interval should be produced weekly C. Reports should be produced weekly D. Service reporting intervals must be the same for all services Answer A Which of the following is the BEST description of a relationship in Service Asset and Configuration Management? A. Describes the topography of the hardware B. Describes how the Configuration items (CIs) work together to deliver the services C. Defines which software should be installed on a particular piece of hardware D. Defines how version numbers should be used in a release Answer B Where would you expect incident resolution targets to be documented? A. A service Level Agreement (SLA) B. A request for Change (RFC) C. The Service Portfolio D. A Service Description Answer A

To pass the ITV 3 you need the answer to these questions! Which stakeholder will define service level requirements? A. Customer B. End User C. Service Provider D. Supplier Answer A Identity and rights are two Major concepts involved in which one of the following processes? A. Access Management B. Faculties Management C. Event Management D. Demand Management Answer A Which role or function is responsible for monitoring activities and events in the IT Infrastructure? A. Service Level Management B. It Operations Management C. Capacity Management D. Incident Management Answer B Customer perceptions and business outcomes help to define what? A. The value of service B. Customer Satisfaction C. Total cost of ownership D. Key performance indicators Answer A Which role is accountable for a specific service within an organization? A. The Service Level Manager B. The Business Relationship Manager C. The Service Owner D. The Service Continuity Manager Answer C Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management Processes 4. Metrics A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above Answer D Effective Server Transition can significantly improve a service provider’s ability to handle high volumes of what? A. Service level requests B. Changes and Releases C. Password resets D. Incidents and Problems Answer B In the phrase People, Processes, Products and Partners, Products refers to. A. IT Infrastructure and Applications B. Services, technology and tools C. Goods produced by third parties to support the IT services D. All assets belonging to the Service Provider Answer B When should tests for a new service be designed? A. At the same time as the service is designed B. After the service has been designed, before the service C. As Part of Service Transition D. Before the service is designed Answer C Which statement about the Emergency Change Advisory Board (ECAB) is Correct? A. The ECAB considers every high priority request for change B. Amongst the duties of the ECAB is the review of completed emergency changes C. The ECAB will be used for emergency changes where call a full CAB D. The ECAB will be chaired by the IT Director Answer C Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement a. 1 Plan, 2 DO, 3 Check, 4 Act b. 3 Plan, 2 Do, 4 Check, 1 Act c. 4 Plan, 3 Do, 1 Check, 2 act d. 2 Plan, 3 Do, 4 Check, 1 Act Answer C Which process will regularly analyze incident data to identify discernable trends? A. Service Level Management B. Problem Management C. Change Management D. Event Management Answer A What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agree with the customers B. Reporting interval should be produced weekly C. Reports should be produced weekly D. Service reporting intervals must be the same for all services Answer A Which of the following is the BEST description of a relationship in Service Asset and Configuration Management? A. Describes the topography of the hardware B. Describes how the Configuration items (CIs) work together to deliver the services C. Defines which software should be installed on a particular piece of hardware D. Defines how version numbers should be used in a release Answer B Where would you expect incident resolution targets to be documented? A. A service Level Agreement (SLA) B. A request for Change (RFC) C. The Service Portfolio D. A Service Description Answer A