SIMULADO ITIL - FOUNDATION V3 : Simulado 6 - Foundation v3 Bridge - 20 Perguntas em Ingls

SIMULADO ITIL - FOUNDATION V3 : Simulado 6 - Foundation v3

Bridge - 20 Perguntas em Ingls

Observaes:
Este simulado composto de 40 questes, semelhante ao exame EXO-101 ITIL-FOUNDATION V3 da EXIN.
Voc dever conseguir 26 pontos para passar no exame, cada questo vale 1 ponto, as questes com mais de uma
resposta valer 0.25 cada opo certa. As questes que voc no responder sero contadas como incorretas. O tempo
para voc concluir o simulado ser de 60 minutos (tempo real do exame).

1 ) Which of the following statements is CORRECT for all IT services?

They deliver resources and capabilities to customers

They deliver IT solutions to customers

They deliver business solutions to customers

They deliver value to customers

2 ) The ITIL core is structured around?

An Operations Lifecycle

An IT Management Lifecycle

A Service Lifecycle

An Infrastructure Lifecycle

3 ) Which of the following statements are CORRECT? 1. Service Transition provides guidance on moving new and
changed services into production 2. Service Transition provides guidance on testing 3. Service Transition provides
guidance on the transfer of services to or from an external service provider

1 and 2 only

1 only

1 and 3 only

All of the above

4 ) Which of the following statements about Continual Service Improvement (CSI) is CORRECT? 1. Continual Service
Improvement (CSI) provides guidance on how to improve process efficiency and effectiveness 2. CSI provides guidance
on how to improve services 3. CSI provides guidance on the improvement of all phases of the Service Lifecycle 4. CSI
provides guidance on the measurement of processes and services

1 and 2 only

2 only

1, 2 and 3 only

All of the above

5 ) "Warranty of a service" means?

The service is fit for purpose

SIMULADO ITIL - FOUNDATION V3 : Simulado 6 - Foundation v3 Bridge - 20 Perguntas em Ingls

There will be no failures in applications and infrastructure associated with the service

All service-related problems are fixed free of charge for a certain period of time

Customers are assured of certain levels of availability, capacity, continuity and security

6 ) Which of the following would NOT be stored in the Definitive Media Library (DML)?

Master copies of software

Backups of application data

Software licences

Master copies of controlled documentation

7 ) The BEST definition of an Event is?

An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been

impacted

An occurrence that is significant for the management of the IT Infrastructure or delivery of services

A known system defect that generates multiple Incident reports

A planned meeting of customers and IT staff to announce a new service or improvement programme

8 ) Which of the following identifies two Service Portfolio components within the Service Lifecycle?

Service Pipeline and Service Catalogue

Service Knowledge Management System and Service Catalogue

Service Knowledge Management System and Service Pipeline

Service Pipeline and Configuration Management System

9 ) What does the "Service V model" represent?

A strategy for the successful completion of all service management projects

The path to Service Delivery and Service Support for efficient and effective utilization of resources

Levels of testing required to deliver a Service Capability

The business perspective as perceived by the customer and the user of services

10 ) Which of the following is the most appropriate view when carrying out Service Operations?

The internal IT view is most important as Service Operations has to monitor and manage the infrastructure

Service Operations should maintain a balance between an internal IT view and an external business view

The external business view is most important as Service Operations is the place where value is realized and the

customer obtains the benefit of the services

Service Operations does not take an internal or external view as they execute processes defined by Service Design

11 ) Why should monitoring and measuring be used when trying to improve services?

SIMULADO ITIL - FOUNDATION V3 : Simulado 6 - Foundation v3 Bridge - 20 Perguntas em Ingls

To validate, direct, justify and intervene

To validate, measure, monitor and change

To validate, plan, act and improve

To validate, assign resources, purchase technology and train people

12 ) Demand Management is used to:

Increase customer value

Understand patterns of business activity

Increase the value of IT

Align business with IT cost

13 ) Which of the following should a Business Service Catalogue contain?

The version information of all software

The organizational structure of the company

Asset information

Details of all operational services

14 ) Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are
clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support
staff 3. To ensure there is minimal unpredicted impact on production services, operations and support 4. To provide cost
justifiable IT capacity that is matched to the needs of the business

1, 2 and 3 only

1 and 3 only

1, 3 and 4 only

All of the above

15 ) Which of the following activities are included in Access Management? 1. Verifying the identity of users requesting
access to services 2. Setting the rights or privileges of systems to allow access to authorized users 3. Defining security
policies for system access 4. Monitoring the availability of systems that users should have access to

2 and 4 only

1 and 3 only

2 and 3 only

1 and 2 only

16 ) The 7 Step Improvement Process can most accurately be described as?

The Seven P's of Continual Service Improvement (CSI)

A service improvement methodology based on the Deming Cycle

A set of roles and responsibilities for managing service improvements

SIMULADO ITIL - FOUNDATION V3 : Simulado 6 - Foundation v3 Bridge - 20 Perguntas em Ingls

A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective

action

17 ) Facilities Management refers to?

The Management of IT services that are viewed as "utilities", such as printers or network access

The Management of an outsourcing contract

The Management of the physical IT environment, such as a data centre

The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure

18 ) A Service Owner is responsible for which of the following?

Continual Improvement of the service

Designing and documenting a service

Carrying out the Service Operations activities needed to support a service

Producing a Balanced Scorecard showing the overall status of all services

19 ) What is the role of the Emergency Change Advisory Board (ECAB)?

To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business

periods

To assist the Change Manager in implementing Emergency Changes

To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be

approved

To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays

occur

20 ) Which are the missing Service Operation processes from the following? 1. Incident Management 2. Problem
Management 3. Access Management 4. ? 5. ?

Event Management and Request Fulfilment

Event Management and Service Desk

Facilities Management and Event Management

Change Management and Service Level Management