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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:

A benefit of using Service Design tools is?

A) To help ensure that events are detected as quickly as possible B) To help ensure that standards and conventions are followed
C) To help enable different applications to work together D) To help implement architectures that support the business strategy
 
Answer & Explanation Answer: B) To help ensure that standards and conventions are followed

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:

Incident Management has a value to the business by?

A) Helping to control infrastructure cost of adding new technology B) Helping to align people and process for the delivery of service
C) Contributing to the reduction of impact D) Enabling users to resolve Problems
 
Answer & Explanation Answer: C) Contributing to the reduction of impact

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Filed Under: ITIL Certification

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

Q:

What port number is used for FTP control?

A) 20 B) 21
C) 22 D) 25
 
Answer & Explanation Answer: B) 21

Explanation:
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Filed Under: CCENT