why is ITIL certification required? what is the use of ITIL foundation certification?
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ITIL (®), is a series of documents that are used to aid the
implementation of a framework for IT Service Management, or
quoting the OGC
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You are a contract project manager working with the State of Bliss. Your latest project involves rewriting the Department of Revenue's income tax system. As project manager, you have taken all the appropriate actions regarding confidentiality of data. One of the key stakeholders is a huge movie huff, and she has the power to promote you into a better position at the conclusion of this project. She's reviewing some report data that just happens to include confidential information regarding one of her favorite movie superstars. What is the most appropriate response? A. Report her to the management team. B. Request that she immediately return the information, citing conflict of interest and violation of confidential company data. C. Do nothing as she has the proper level of access rights to the data and this information showed up unintentionally. D. Request that she immediately return the information until you can confirm that she has the proper level of access rights to the data.
You are managing a project to install a new postage software system that will automatically print labels and administer postage for certified mailings, overnight packages, and other special mailing needs. You've attempted to gain the cooperation of the business analyst working on this project and need some answers. She is elusive and tells you that this project is not her top priority. To avoid situations like this in the future, you should: A. Establish the business analyst's duties well ahead of due dates and tell her you'll be reporting on her performance to her functional manager. B. Establish the business analyst's duties well ahead of due dates and tell her you are expecting her to meet these expectations because the customer is counting on the project meeting due dates to save significant costs on their annual mailings. C. Negotiate with the business analyst's functional manager during the planning process to establish expectations and request to participate in the business analyst's annual performance review. D. Negotiate with the business analyst's functional manager during the planning process to establish expectations and inform the functional manager of the requirements of the project. Agreement from the functional manager will assure the cooperation of the business analyst.
You are a contract project manager for a wholesale flower distribution company. Your project is to develop a website for the company that allows retailers to place their flower orders online. You will also provide a separate link for individual purchases that are ordered. This project involves coordinating the parent company, growers, and distributors. You are preparing a performance review and have the following measurements at hand: PV = 300; AC = 200; and EV = 250. What is the CPI of this project? A. 0.80 B. 1.25 C. 1.5 D. 0.83
You are a project manager who believes people will always perform at their best if given the proper expectations and motivation. Which theory do you subscribe to? A. Theory X B. Hygiene theory C. Contingency theory D. Theory Y
As a PMP, one of your responsibilities is to ensure integrity on the project. When your personal interests are put above the interests of the project or when you use your influence to cause others to make decisions in your favor without regard for the project outcome, this is considered: A. Conflict of interest B. Using professional knowledge inappropriately C. Culturally unacceptable D. Personal conflict issue
The theory that 85 percent of the cost of quality is a management problem is attributed to: A. Doming B. Kaizen C. Juran D. Crosby
You are the project manager for an upcoming outdoor concert event. You're working on the procurement plan for the computer software program that will control the lighting and screen projections during the concert. You're comparing the cost of purchasing a software product to the cost of your company programmers writing a custom software program. You are engaged in which of the following? A. Procurement planning B. Sensitivity analysis C. Transference of risk D. Make or buy analysis
What is the key activity during Contract Closeout and Administrative Closure? A. Documenting lessons learned B. Creating project archives C. Disseminating information to formalize project closure D. Documenting project closure
Which of the following describes the Executing process? A. Project plans are put into action. B. Project performance measurements are taken and analyzed. C. Project plans are developed. D. Project plans are published.
What are the triple constraints? A. Time, schedules, and quality B. Time, availability, and quality C. Time, money, and schedules D. Time, money, and quality
All of the following are inputs to the Administrative Closure process except: A. Performance measurement documentation B. Product documentation C. Other project records D. Contract documents
You are a project manager working in the automotive industry. You are performing quality control and decide to rank order the frequency of problem occurrences over time using which of the following: A. Control chart B. Pareto diagram C. Cause-and-effect diagram D. Scatter diagram
You are the project manager for your company's annual Spring Fling. You've made all the plans and reserved the outdoor grounds for the appropriate day and time. You are now two days away from the big day, and the forecast is calling for light rain showers in the afternoon. You rented tents just in case this risk occurred. This is an example of which Risk Response Planning tool and technique? A. Passive acceptance B. Contingency planning C. Avoidance D. Transference
A negative result from an SV calculation means which of the following? A. PV is higher than EV. B. PV equals one. C. EV is higher than PV. D. EV is higher than AC.
