ITIL V3 Sample Questions

1. Which of the following cannot be stored or managed by tools?
a. Data
b. Information
c. Knowledge
d. Wisdom

Ans: d

2. Contracts related to outsourced data center would be managed by:
a. Technical Management
b. Service Manager
c. Service Desk
d. Facilities Management

Ans: d

3. Which of the following is NOT service desk organisation structure?
a. IT Help Desk
b. Follow the Sun
c. Local Service Desk
d. Virtual service Desk

Ans: a

4. To add value to business, what are the reasons to monitor & measure?
a. Validate; Direct; Justify; Improve
b. Validate; Direct; Justify; Intervene
c. Evaluate; Direct; Justify; Improve
d. Evaluate; Diagnose; Justify; Intervene

Ans: b