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ITIL :: View topic - Need answers these questions..please
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Need answers these questions..please

 
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Ovais
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Joined: Jun 11, 2007
Posts: 8

PostPosted: Thu Jun 21, 2007 3:50 pm    Post subject: Need answers these questions..please Reply with quote

Hi Folks
I am new to this forum and taking my foundation course next week Shocked .. Can anyone help me finding answers these questions..if they are correct
Thanx in advance for help

(1)The following activities are involved in implementing a Service Management function:
I. Tool selection
II. Tool specification
III. Process design
IV. Functional requirements analysis

In which order should the above activities by taken?
a. IV, II, I, III
b. IV, III, II, I
c. II, I, IV, III
d. II, I, III, IV

Answer(1)= a

(2) The process to implement SLAs comprises the following activities in sequence:
a. Draft SLAs, catalog services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs
b. Draft SLAs, review underpinning contracts and OLAs, negotiate, catalog services, agree SLAs
c. Review underpinning contracts and OLAs, draft SLAs, catalog services, negotiate, agree SLAs
d. Catalog services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs

Answer(2)= b


(3)Consider the following:
I. Incident diagnostic scripts
II. A knowledgebase of previously recorded incidents
III. A CMDB covering the infrastructure supported
IV. A Forward Schedule of Change

Which of the above should be available to the Service Desk?
a. I & II
b. All
c. III & IV
d. I, II, & III

Answer(3)= b


(4) The Service Desk can act as the focal point for:
I. Receiving Incidents & Service Requests from users
II. Recording Change Requests from users
III. Handling complaints and queries

a. I
b. II
c. I & III
d. All

Answer(4)= d


(5) Within a CMDB, which relationships are most likely to exist between Incidents and Problems?
I. One Incident to one Problem
II. One Incident to many Problems
III. Many Incidents to one Problem

a. I & II
b. II & III
c. I & III
d. All

Answer(5)= d



(6)The scope of a Release can best be described by:
a. The RFCs that it satisfies.
b. The number of updates to the DHS.
c. Service Level metrics.
d. The DSL configuration.

Answer(6)= a
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raroa
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Joined: Dec 05, 2006
Posts: 54

PostPosted: Fri Jun 29, 2007 7:03 am    Post subject: Reply with quote

I didn't get 100% on my Foundation but here goes:

People Process Technology in THAT order. Process drives the tool no the other way around, so I think 1 = b

You can't do a thing until you know what your services ARE, so 2=d

You could argue 3=b but since a Service Desk is essentially reactive you could also argue they don't NEED a FSC (though it might be handy occasionally), so 3=d

4=d

In theory anything is possible so 5=d, but the phrase "most likely" makes me pause. One incident is most unlikely to arise from multiple problems so i would have answered 5=c

3 and 5 are debatable - terrible questions. We hope APMG wil fix this kind of rubbish when they standardise V3 questions (though don't count on it).

Hope that helps!
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afka
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Joined: Nov 22, 2005
Posts: 2

PostPosted: Fri Jun 29, 2007 5:02 pm    Post subject: Reply with quote

Hello, the correct answers should be:

1. b
2. d
3. d
it's very useful when FSC is available for SD, who can answer queries about "what when will happen"

4. d
5. c
most often multiple incidents are related to a problem; then as next a single (major) incident can show us the presence of a problem.

6. a
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Ovais
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Joined: Jun 11, 2007
Posts: 8

PostPosted: Sat Jun 30, 2007 1:56 pm    Post subject: Reply with quote

Hi Folks
Just wanted you guys to know I passed my Foundation Exam today. Very Happy . Thanks a lot for you help, support and advice. Looking forward for next step
Thanks-- Ovais
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DanR
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Joined: Jun 29, 2007
Posts: 7

PostPosted: Sat Jun 30, 2007 4:23 pm    Post subject: Reply with quote

Congratulations on passing.
Did you sit the V2 or the V3 exam?

Dan.
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Ovais
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Newbie


Joined: Jun 11, 2007
Posts: 8

PostPosted: Sun Jul 01, 2007 2:35 am    Post subject: Reply with quote

Hi Dan
Thanks for your wishes, I believe it was v2 as I didn't see any change in pattern except 2, 3 questions, made me confuse.
Thanks- Ovais
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goktengri
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Joined: Jun 27, 2007
Posts: 2

PostPosted: Sun Jul 01, 2007 4:22 am    Post subject: Reply with quote

Congratulations Smile
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Ovais
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Joined: Jun 11, 2007
Posts: 8

PostPosted: Sun Jul 01, 2007 5:52 am    Post subject: Reply with quote

THANX
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