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Q:

The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes:
How many times should each stage of the cycle be visited?

A) There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement B) There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement
C) The entire cycle should be repeated multiple times to Implement Continual Improvement D) Each stage should be carried out once in the order Plan-Do-Check-Act
 
Answer & Explanation Answer: D) Each stage should be carried out once in the order Plan-Do-Check-Act

Explanation:
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Filed Under: ITIL Certification

Q:

The Information Security Policy should be available to which groups of people?

A) Senior business managers and all IT staff B) Information Security Management staff only
C) All customers, users and IT staff D) Senior business managers, IT executives and the Security Manager
 
Answer & Explanation Answer: C) All customers, users and IT staff

Explanation:
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Filed Under: ITIL Certification

Q:

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

A) To validate, direct, justify and intervene B) To validate, measure, monitor and change
C) To validate, plan, act and improve D) To validate, assign resources, purchase technology and train people
 
Answer & Explanation Answer: A) To validate, direct, justify and intervene

Explanation:
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Filed Under: ITIL Certification

Q:

How does an organization use Resources and Capabilities in creating value?

A) They are used to create value in the form of goods and services B) They are used to create value to the IT organization for Service Support
C) They are used to create value to the IT organization for Service Delivery D) They are used to create value in the form of output for production management
 
Answer & Explanation Answer: A) They are used to create value in the form of goods and services

Explanation:
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Filed Under: ITIL Certification

Q:

When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

A) Objectives, Metric, Desired outcome B) People, Products, Technology
C) Business Objectives, IT objectives, Process metrics D) Desired outcome, Supplier metrics, IT objectives
 
Answer & Explanation Answer: C) Business Objectives, IT objectives, Process metrics

Explanation:
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Filed Under: ITIL Certification

Q:

The exhibit below shows the output of a show ip interface brief on a Cisco router.

r1#show ip interface brief

Serial0/0 does not respond to ping requests. What step would you take to resolve the problem?

A) Change ip address on Serial0/0 B) Enable the interface Serial0/0
C) Check the physical connection in Serial 0/0 D) The interface looks fine in status up, problem must be somewhere else
 
Answer & Explanation Answer: C) Check the physical connection in Serial 0/0

Explanation:

In order for an interface to work properly and respond to ping requests, both Status and Protocol must be up.

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Filed Under: CCENT

Q:

After the devices have been configured as shown, it is determined that the branch office in Chicago doesn't have connectivity to the Internet through the headquarters in Dallas. How would you fix the problem?

A) Change ip address on the WAN side of the Chicago router B) Change ip address on the LAN side of the Chicago router
C) Change ip address on the LAN side of the Dallas router D) Change ip address on the WAN side of the Dallas router
 
Answer & Explanation Answer: A) Change ip address on the WAN side of the Chicago router

Explanation:

192.168.20.3/30 is not a valid ip address, should be 192.168.20.1/30

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Filed Under: CCENT

Q:

The network with ip address 192.168.100.0/27 is to be used on a router. If ip subnet-zero is configured, which statement describe the resulting number of available subnets and hosts?

A) 7 usable subnets, each with 32 host addresses B) 8 usable subnets, each with 30 host addresses
C) 8 usable subnets, each with 27 host addresses D) 7 usable subnets, each with 24 host addresses
 
Answer & Explanation Answer: B) 8 usable subnets, each with 30 host addresses

Explanation:

Because subnet zero is configured and we have a class C address (192.168.100.0) then the network portion will have 3 bits so 8 subnets will be available. The rest of the bits, 5, represent the available hosts, so 2^5=32, but only 30 are available, 0 ad 31 are network and broadcast respectively.

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Filed Under: CCENT