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Q.1
Name
Title
First Name
Last Name
Q.2
Which email address do you prefer to be contacted on?
(e.g. john@example.com)
Q.3
It is now 2012 - can you still sit ITIL V3 exams?
Only re-sits until 31 January and ITIL V3 MALC until 31 August 2012
YES
Only until 30 June 2012
NO
Q.4
Do you need to upgrade your certificates from ITIL V3 to ITIL 2011?
Yes - just like the changeover from V2 to V3 there are bridging courses you need to do
No - the 2011 edition of the framework is fairly similar so no upgrades required
Q.5
What are the three main components of the ITIL 2011 Framework?
Stages, Processes, Functions
Phases, Processes, Functions
Phases, Lifecycle, Processes
Process, People, Technology
Q.6
What are the names of the five core volumes?
Service Strategy, Service Transition, Service Delivery, Service Operation, Continual Service Improvement
Service Strategy, Service Transition, Service Development, Service Operation, Continuous Service Improvement
Service Strategy, Service Transition, Service Design, Service Operation, Continual Service Improvement
Service Strategy, Service Transition, Service Design, Service Support, Continual Service Improvement
Q.7
The ITIL Framework is a non-proprietary framework
No, because APMG creates all the exams on behalf of the Cabinet Office
Yes, because it is owned by the Cabinet Office which is part of the UK government
Yes, because it is owned by the OGC which is part of the UK government
No, because the use of the framework, qualifications and additional development is sub-licensed and policed.
Q.8
How many tiers of service providers are identified within the ITIL framework?
3 - internal supplier, shared service supplier, external supplier
4 - internal, external, shared, outsourced
2 - internal and external supplier
6 - internal, external, shared, outsourced, cloud computing, vendors
Q.9
In which Service Lifecycle Stage does Service Portfolio Management fit?
Service Operation
Continual Service Improvement
Service Strategy
Service Design
Service Transition
Q.10
The processes in Service Operation are:
Event Management, Service Support Management, Incident Management, Problem Management, Access Management.
Event Management, Operational Management, Incident Management, Problem Management, Access Management.
Event Management, Request Fulfilment, Incident Management, Problem Management, Reactive Availability Management.
Event Management, Request Fulfilment, Incident Management, Problem Management, Access Management.
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