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ITIL v3 Foundation Practice Exam

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1. What BEST describes a definitive media library (DML)? a) Secure location that holds definitive hardware spares b) Secure library where definitive authorized versions of all media configuration i... tems (CIs) are stored and protected c) Database that contains definitions of all media CIs d) Secure library where definitive authorized versions of all software and back-ups are stored and protected 2. Service transition planning and support is NOT responsible for . a) Prioritizing conflicts for service transition resources b) Coordinating the efforts required to manage multiple simultaneous transitions c) Maintaining policies, standards, and models for service transition activities and processes d) Detailed planning of the build and test of individual changes 3. Service catalog management is NOT responsible for . a) Ensuring the service catalog contents are accurate b) Ensuring that service level agreements are maintained c) Ensuring that information in the service catalog is consistent with information in the service portfolio d) Ensuring that all operational services are recorded in the service catalog 4. What group should review any changes that must be implemented more quickly than can occur through the organization’s normal change process? a) Technical management b) Emergency change advisory board c) Urgent change board d) Urgent change authority 5. What is the correct definition of an outcome? a) A result specific to the clauses in an SLA b) The result of carrying out an activity, following a process, or delivering an IT service c) All the accumulated knowledge of the service provider d) All incidents reported to the service desk 6. What function is responsible for managing a data center? a) Technical management b) Service desk c) Application management d) Facilities management 7. What document would you expect to see an overview of actual service achievements that your service is measured against achieving? a) Operational level agreement (OLA) b) Capacity plan c) Service level agreement (SLA) d) SLA monitoring chart (SLAM) 8. What is NOT an objective of service level management? a) Defining, documenting, and agreeing on the level of service to be provided b) Monitoring, measuring, and reporting of the actual level of service provided c) Monitoring and improving customer satisfaction d) Identifying possible future markets that the service provider could operate within b [Show More]

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