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[the australian] CHINA plans to require that all personal computers sold in the country as of July 1 be shipped with software that blocks access to certain websites, a move that could give government censors unprecedented control over how Chinese users access the internet.

Blocking software: Customers use computers at an internet cafe in Shanghai. Picture: Bloomberg
The government, which has told international PC makers of the requirement but has yet to publicly announce it, says the effort is aimed at protecting young people from "harmful" content.

The software must either be preinstalled on the hard drive or enclosed on a compact disc. Chinese executives involved in the effort say the software is intended to block access to pornography.

But the Chinese government's history of censoring a broad range of web content has raised concern among some foreign industry officials and the US government that the new effort could significantly increase the government's control over Internet access in China. Industry executives also warn that the software could cause PCs in China to malfunction, and could make them more vulnerable to hacking.

The rule could force PC manufacturers to choose between refusing a government order in a major market or opening themselves to charges of abetting censorship. Several foreign companies have been criticised for accommodating the Chinese government's censorship requirements in order to operate in the country.

"We are studying the new rule to assess its impact," said Susan Stevenson, spokeswoman for the US Embassy in Beijing. "We would view any attempt to restrict the free flow of information with great concern and as incompatible with China's aspirations to build a modern, information-based economy and society."

The new software would link PCs with an updated database of banned sites and block access to those addresses, according to an official who tested the product for a government agency.

The software's Chinese name is "Green Dam-Youth Escort". The word "green" in Chinese is used to describe web-surfing free from pornography and other illicit content.

The software was developed by Jinhui Computer System Engineering, with input from Beijing Dazheng Human Language Technology Academy. Both companies have ties to China's military and its security ministry. Jinhui says Green Dam operates similarly to software in other countries designed to let parents block access to web content inappropriate for children.

Foreign industry officials who have examined Green Dam say that personal information could be transmitted through the software and that it will be difficult for users to tell what exactly is being blocked.

Bryan Zhang, founder of Jinhui, the software developer, said his company plans to transmit new banned addresses to users' PCs through an internet update system similar to that used by operating-system software and antivirus programs.

Mr Zhang said his company now compiles and maintains the list of blocked sites, which he says is currently limited to pornography sites. But the software makes it possible to restrict other sites.

The rule was outlined in a notice that was issued by China's Ministry of Industry and Information Technology on May 19 but that hasn't yet been reported. The notice, a copy of which was seen by The Wall Street Journal, says PC makers must ship PCs to be sold in China as of July 1 with the Green Dam software "preloaded".

The notice says the software must either be preinstalled on the hard drive or enclosed on a compact disc. It says PC producers will be required to report to the government how many PCs they have shipped with the software.

It is unclear how the Chinese government might enforce the new rule. Although the notice doesn't mention any punitive action, fear of consequences if PC makers don't comply could be enough to ensure their compliance.

Sales of PCs in China neared 40 million units last year, second only to the US. Manufacturers have more than just market share at stake if they don't comply: major PC companies also have invested in China, with factories and research facilities.

Chinese company Lenovo Group had the largest market share, with 26.7 per cent of units shipped in the first three months of 2009, while Hewlett-Packard had 13.7 per cent and Dell had 8.1 per cent, according to research firm IDC.

A spokeswoman for Hewlett-Packard, the world's biggest PC vendor by shipments, said the company is "working with the government authorities and evaluating the best way to approach this. Obviously we will focus on delivering the best customer experience while ensuring that we meet necessary regulatory requirements."

Dell declined to comment. Spokesmen for Acer and Lenovo said they were unaware of the requirement or didn't respond to requests for comment on the software.

Foreign industry officials say companies have been given little time to properly test Green Dam. "The lack of transparency, the shortness of time for implementation, and the incredible scope of the requirement that is not matched anywhere around the world present tremendous challenges to the industry," said an industry official who has discussed the plans with several major PC makers.

China already operates an extensive internet filtering system, commonly called the Great Firewall, which experts have called the most sophisticated of its kind. It blocks access to a range of content, from pornography to politically sensitive sites. Such sites have included those promoting Tibetan independence; the spiritual group Falun Gong; and in specific circumstances blocking access to foreign media.

But that system blocks content at the network level, and many users circumvent it through tools like proxy servers. The new plan, by extending filtering to individual PCs, could give the government a way to tighten its controls, say foreign industry officials who have examined the software.

"Nobody knows exactly what the scope is of the functionality of this software," says a foreign industry official familiar with the plan. "I don't think anyone would oppose the (government's) stated objective" of blocking pornographic and violent content, "but people are really concerned about the way it's being implemented," he said.

Having one universal application that opens a link into every computer could also make those computers more vulnerable to cyber attacks. Moreover, Green Dam, which is designed to work with Microsoft's Windows operating system, could also conflict with other applications, causing glitches or even system crashes, industry officials said.

China's Ministry of Industry and Information Technology didn't respond to requests for comment. Wu Weiwei, an official from the government's China Software Testing Centre who oversaw testing of the software, said extensive tests of the software have shown no problems.

The government notice about the requirement says it is aimed at "constructing a green, healthy, and harmonious internet environment, and preventing harmful information on the internet from influencing and poisoning young people".

The notice says the government has paid for the rights for all Chinese PC users to use the software for a year.

Mr Zhang, the Jinhui executive, the Green Dam software can be turned off if parents want to access blocked sites, and that the program can be uninstalled. Users who want to remove it need a password that they set when the software is installed, a precaution he said is aimed at preventing children from disabling the software.

Jinhui's website said it has a long-term "strategic co-operative partnership" with a research institute of the Ministry of Public Security on image-recognition technology, as well as long-term "technical co-operation" with the People's Liberation Army's Information Engineering University.

Dazheng's website says it co-operates with the Armoured Engineering Institute of the PLA, and that it helped the PLA in 2005 produce a system to intercept "confidential" documents.

Mr Zhang said Jinhui has only worked with the Ministry of Public Security on issues concerning pornography. Dazheng didn't comment directly on the company's ties with the government.

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Swine flu test results from three of at least 10 sick Rucker Elementary School students came back negative late Thursday night, and the Santa Clara County Public Health Department approved the school's reopening Monday.
The three tested students included one 10-year-old girl in the fourth grade who fell severely ill Monday and left the rural school north of Gilroy, said Gilroy Unified School District Superintendent Debbie Flores. A couple others followed immediately, and those three exhibited severe flu symptoms - including vomiting and diarrhea - but they tested negative for swine flu and are now recovering. After reviewing the results and consulting with the district, county doctors decided this morning to investigate the students' illnesses, but they agreed to reopen the school because there was no evidence of swine flu. Shutting down a school requires the presence of at least one probable case.
Federal health officials believe the flu, which regularly affects pigs but rarely humans, originated in Mexico, and they are concerned because it is a new virus for which people have little or no immunity and no vaccine. The flu has been confirmed in 13 countries in at least 367 cases of swine flu, including more than 140 people in the United States, according to the Centers for Disease Control and Prevention and the World Health Organization.
Friday was also opening day at the Arturo Ochoa Migrant Farmworker Center off Arizona Circle in southeast Gilroy, and by mid-afternoon, county health officials there had screened about 95 of 100 incoming families coming from Arizona, Texas, California and, in lesser numbers, Mexico, according to Chris Finn, Sthe county's assistant nurse manager, and Alex Sanchez, executive director of the Housing Authority of Santa Clara County - which oversees the state-run quarters.
Bottles of hand sanitizer sat on tables and masks and gloves were also available for arriving families, but as of 3 p.m. Friday, nobody had been referred for follow-up testing, Finn said. The mobile, RV-like county health clinic she and three others worked out of arrived this morning, but it spent the afternoon idling outside a crowded waiting room where the screening took place.
"It's just the flu," incoming resident Art Urrutia said as his grandson ran around the nearly full parking lot while families unpacked their cars. "I'm not worried. I've heard some things here and there, down by Mexicali, but nothing here."
Urrutia and his wife, daughter and two grandchildren said they felt fine after their trip from Arizona, where they said he spends about seven months of the year before driving here to find him work as a mechanic. Of the 260 or so people expected to arrive, about 100 will be children who will enter district schools until summer vacation. The camp shuts down Nov. 20, and Gardner Family Health Network also has a mobile clinic that regularly visits the seasonal quarters.
Kaiser Permanente has been following direction from the CDC by screening people who believe they have swine flu over the phone before telling them to come in to clinics, nearly all of which have set up ad hoc rooms and tents for patients suspected to have swine flu.
"Otherwise, if you're not feeling well, just stay home," Kaiser Spokesperson Karl Sonkin said.
Not one probable case has surfaced in Gilroy or its schools, and Superintendent Flores let out a cautious "phew" when she about the negative results this morning.
"It's a major relief the first few were negative because one of the children had all the symptoms, and the other two were very ill," Flores said Friday, adding that fall and winter flu outbreaks commonly remove 10 children from the school of about 640 students. "This looks like a different influenza, and we were being very cautious Thursday when we decided to close the school."
The district has forwarded the names of the seven additional students showing flu symptoms to the county, Flores said. Some of the students have been hospitalized and have been lying in bed at home. The kids' guardians have taken all seven to see doctors, but it is up to them and county officials to work out medical solutions, Flores said.
"We're asking the children to see doctors, and so far they have complied, but at that point it's a medical call," Flores said. "Hopefully now, with three days off, we'll have fewer children sick on Monday, and we'll be reducing the risk at school" on Monday with common sense hygiene practices.
The county analyzes swabs and cultures of "possible cases" taken at local health clinics. If the results come back positive for type A flu virus, the case is labeled "probable" and forwarded the samples to the Centers for Disease Control and Prevention in Atlanta, Ga., for confirmation.
In addition to the classroom disruption, the school district decided Thursday - after waiting 36 hours too long for the test results because of an unrelated swab error - to cancel this year's Run for Fitness, an annual exercise event of about 2,000 students to raise fitness awareness. The event at Luigi Aprea Elementary School will be rescheduled soon. No other events have been postponed, Flores said.
The county health department's precautionary closure of Rucker was the first such school closure in Gilroy and the sixth in the county. The decision came as officials were waiting for test results from Saint Louise Regional Hospital. The initial swab analysis taken there from the 10-year-old girl in the fourth grade was inconclusive and had to be retaken, and county officials thus labeled the suspected sample a "high priority" Thursday, said Molly Carbajal, a health department spokesperson. Saint Louise representatives refused to comment.
The sick Rucker students were mostly fourth graders but included at least one first grader, according to Rucker Principal Barbara Keesaw, who said "a couple" of students' families visited Mexico during spring break two weeks ago. The closure did not affect state standardized testing, which will resume when the school reopens Monday, Flores said.
When Rucker closed at its normal time Thursday - an hour or so after the county decided to close the school - Melissa Valdez, who takes care of a first grader after school, said she thought the health department should shut down the whole school district, which serves about 10,000 students. She also questioned the prudence of closing just one school, whose students are bused in from different areas in and around Gilroy - unlike other neighborhood schools.
"These are not just the country kids. These are kids from all around Gilroy," Valdez said as she held a bright pink letter that Flores wrote to guardians about the closing.
Lisa Muzzio appreciated the prompt notifications and advice from the school district - which reportedly bought up all the hand sanitizer at Costco Thursday afternoon - but she said she would stay calm, continue to practice common sense hygiene and encourage her sons in fifth and second grade to do the same.
"I'm not going to panic. There's no sense to that," Muzzio said.
Councilman Perry Woodward was down in Mexico with his wife and two young children in Cabo San Lucas this week, which sits at the southern tip of the Baja Peninsula. The professional pilot with a private plane housed in San Martin took a commercial flight to Mexico Monday before the CDC issued travel precautions, and he said Wednesday people "were still partying," but in thinner crowds than usual.
Down in Mexico City, Gilroy High School teacher Gretchen Yoder-Schrock is on a Fulbright exchange, but her life and those of her two kids "have been radically altered" after schools across the country closed April 24. She washes her hands about 30 times a day, but there's not a lot to do - concerts and other public events in Mexico City are canceled, restaurants only sell food to go, and movie theaters, gyms, and pools are closed.
"Its been nearly a week that we've been cooped up but we are staying entertained," Yoder-Schrock wrote in an e-mail. "Thank goodness for the Internet!"
Staff writer Sara Suddes contributed to this story.

WHAT PEOPLE ARE SAYING
-"Give us time to get the results. We don't want people panicking." - GUSD Superintendent Debbie Flores
-"In hindsight, I should've taken my plane." - Councilman Perry Woodward, a pilot speaking from Mexico about his impending commercial plane trip home
-"Right now we're treating this as a suspected case." - County health department spokesperson Molly Carbajal talking about one of seven Rucker students who have flu-like symptoms
-"I'm not going to panic. There's no sense to that." - Lisa Muzzio, mother of two Rucker students

Masks: What to look for
-According to a Consumer Reports blog (blogs.consumerreports.org/health), wearing a mask "makes sense" for people who are likely to be exposed to the virus, such as someone caring for a sick person.
-Consumer Reports advises looking for a mask labeled N-95 or higher, which means it has been cleared by the FDA. If you choose to wear a mask, it should fit tightly over your nose and mouth with no gaps. For the most effectiveness, masks need to be worn as long as you're in a high risk situation and replaced after each use.
-Masks are no replacement for other preventative measures, such as frequent and vigorous hand washing.

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At the beginning of the Bronze Age, the Viet tribe groups had settled down in the North and in the north of Central Vietnam. There were about 15 groups of Lac Viet tribesmen living mainly in the northern highland and delta and a dozen Au Viet groups of tribesmen living in Viet Bac, the northern region of old Vietnam.

Van Lang (2876 BC 258 BC)
At that time, the two ethnic tribes of the Lac Viet and Au Viet lived together in many areas with other inhabitants. Due to the increasing need to control floods, fight against invaders, and exchange culture and economy, these tribes living near each other tended to gather together and integrate into a larger mixed group. Among these Lac Viet tribes was the Van Lang, which was the most powerful tribe. The leader of this tribe joined all the Lac Viet tribes together to found Van Lang Nation, addressing himself as King Hung. The next generations followed in their fathers footsteps and kept this appellation. Based on historical documents, researchers correlatively delineated the location of Van Lang Nation to the present day regions of North and north of Central Vietnam, as well as the south of present-day Kwangsi (China). The Van Lang Nation approximately lasted from the beginning of the first millennium B.C. to the 3rd century B.C.

Au Lac (257 BC 207 BC)
In 221 BC, Qin Shihuangdi (Tan Thuy Hoang), King of Qin (China), invaded the land of the Viet tribes. Thuc Phan, the leader of the alliance of Au-Viet tribes was respected as the chief of the resistance war against the Tan enemy that later, in 208 BC, was forced to withdraw. With his imposing power, Thuc Phan nominated himself as King An Duong Vuong and founded Au Lac Nation with groups of Lac Viet and Au Viet tribes. In 207 BC, Trieu Da, King of Nam Viet (China), invaded Au Lac country. The resistance of An Duong Vuong failed soon after this invasion. As a result, the northern feudalist took turns dominating the country over the next seven centuries, establishing their harsh regime in the country and dividing the country into administrative regions and districts with unfamiliar names. However, the countrys name of Au Lac could not be erased from the peoples minds in their everyday life.

Van Xuan (544-602)
In the spring of 542, Ly Bi rose up in arms and swept away the Chinese administration, liberating the territory. He declared himself King of Van Xuan Kingdom in February 544, acknowledging the national superiority complex of the independent spirits to live in eternal peace. However, the existence of Ly Bis administration was very brief. He was defeated by the Chinese imperial army, and the country returned to feudal Chinese domination again in 602. The name Van Xuan was restored only after the victory over the Han army at the Bach Dang River led by General Ngo Quyen in 938. This victory marked the end of the Chinese domination period in Vietnam.

Dai Co Viet (968 1054)
In 968, Dinh Bo Linh defeated the twelve lords and unified the country. He declared himself King and named the country Dai Co Viet. This name remained throughout the Dinh Dynasty (968-980), Pre-Le Dynasty (980-1009) and the beginning of Ly Dynasty (1010-1225).

Dai Viet (1054 1802)
In 1054, a flaming bright star appeared in the sky for many days, which was considered a good omen. As a result, the King Ly changed the name of the country to Dai Viet. This name remained until the end of Tran Dynasty (1126 - 1400). The name Dai Viet remained under the Le Dynasty (1428-1788) and the Tay Son Dynasty (1788-1802).

Dai Ngu (1400 1406)
In March 1400, Ho Quy Ly usurped the throne of King Tran Thieu De, founded the Ho Dynasty and changed the countrys name to Dai Ngu, meaning peace in the ancient language. This name only lasted for very short time, until April 1407, when the Ming enemy invaded Dai Ngu and defeated the Ho Dynasty (1400- 1407).
After 10 years of resistance against the Ming occupation (1418-1427), Le Loi had achieved a victorious triumph. In 1428, Le Loi declared himself King of Le Dynasty and changed the name of the country back to Dai Viet. At this time, the territory of Vietnam had expanded to the region of present-day Hue.

Viet Nam
In 1802, Nguyen Anh claimed his coronation to become the first King Nguyen, starting the Nguyen dynasty and changing the countrys name to Viet Nam. This name was officially recognized in many diplomatic missions in 1804. However, the words "Viet Nam" had already appeared very early in history. In the 14th century, there was a book of code entitled "Viet Nam the Chi", edited by Doctor Ho Tong Thoc. In the book by scholar Nguyen Trai entitled "Du Dia Chi" at the beginning of 15th century; the words "Viet Nam" were repeated several times. Doctor Trinh Nguyen Binh Khiem (1491-1585) had written on the first page of his work "Trinh Tien Sinh Quoc Ngu" the following: "... Viet Nam have constructed its foundation..." The words "Viet Nam" were also found in some carved stelae of the 16th - 17th century in Bao Lam Pagoda, Haiphong (1558), in Cam Lo Pagoda, Ha Tay (1590), in Phuc Thanh Pagoda, Bac Ninh (1664), etc. In particular, in the first sentence on the stele Thuy Mon Dinh (1670) at the landmark on the border at Lang Son, it was written: "This is the gateway of Viet Nam that guards the northern frontiers..." In terms of meaning, there are many theories that prove the words "Viet Nam" are created by combining two racial and geographic elements, which is understood as "Viet people from the south". During the reign of King Minh Mang (1820-1840), the name of the country was changed to Dai Nam, but Viet Nam was still widely used in many literary works, civil business affairs, and social relations.
Following the triumph of the August Revolution on August 19th 1945, which had entirely swept away Vietnamese feudal and French colonial oppression and began a new era in the country, President Ho Chi Minh proclaimed the nations independence and the national name Democratic Republic of Vietnam was born on September 2nd 1945. Although Vietnam suffered from war and separation in the following 30 years, the sacred words "Viet Nam" were very popularly used from the North to the South, and were deeply imprinted in the hearts of the Vietnamese people.
Following the liberation of Southern Vietnam on April 30 1975, the entire country of Vietnam was completely unified. In the first meeting of the National Assembly of the Unified Vietnam on July 2nd 1976, the assembly decided to name the country The Socialist Republic of Vietnam. The constitution of 1980, and 1992, continued its affirmation of the countrys official name, legally and actually.

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Ambrose Evans-Pritchard, in The Telegraph, February 8:
The yield on 10-year US Treasury bonds – the worlds benchmark cost of capital – has jumped from 2pc to 3pc since Christmas despite efforts to talk the rate down.
This level will asphyxiate the US economy if allowed to persist, as Fed chair Ben Bernanke must know. The US is already in deflation. Core prices – stripping out energy – fell at an annual rate of 2pc in the fourth quarter. Wages are following. IBM, Chrysler, General Motors, and YRC, have all begun to cut pay?  Apparently, Ford is not impacted.  Why?
Yours truly merely relates the following personal experience.  After hearing from the parents that are desperate desperate! to sell cars, and knowing we had been thinking of buying one here, they suggested we have a look right now, and not wait.  Good deals seem to be the order of the day.
So, on February 7, we ventured into a Ford dealership, planning quite possibly to buy outright a used SUV for our more likely (currently) than not move to the States later this year.  (We have been thinking of buying and leaving it with my parents.)  No customers were visible except ourselves; but there were staff aplenty milling around, leaning back in chairs and outwardly appearing to be doing little selling.
We told the salesman who approached us of our plans.  He showed us several and asked how we planned to buy meaning, really, might we be financing?  No, I said, we would be paying cash and if we found the right one, the Wife added, we would buy it within a day or two.
Hearing of our cash-in-hand, ready to buy, yes sir, plans, what did he and his boss do?  For the 3 year old one with over 35,000 miles that we were leaning towards?  Well, they were so desperate for our cash they were willing to come down . . . all of a couple of hundred dollars.
Debriefing at the parents later, that led yours truly, the Wife and the parents to wonder aloud, if they are going to stand that hard and fast on price, they cant be that hysterical to sell, sell, sell, can they?  Yet we are also lectured hourly that Detroit and other industries will go bust, and the economy faces catastrophe catastrophe! without billions in Federal money?
There we were, trying to spend thousands of our own savings?  Attempting to do our bit privately to and we got almost no reaction?  Obviously, understanding whats economically going on out there is above our intellectual, umm, pay grades.

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To the relevant readers interested in ITIL version 3 Foundations Certification, here's a sample exam paper.

I recently cleared ITIL with a 100% and thought I would share some of the sample exam paper.

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Please subscribe to the blog and visit often as there will be more sample papers posted


QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?
TestInside EX0-101
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
QUESTION :6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
TestInside EX0-101
QUESTION :8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
QUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D

QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
QUESTION :13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
Answer: B
QUESTION :15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
D.All of the above
Answer: D

QUESTION :16. Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer: C
QUESTION :17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
Answer: D
QUESTION :18. Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
C.1, 3 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :19. Which of the following are the two primary elements that create value for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
Answer: D

QUESTION :20. What is the Service Pipeline?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
Answer: A
QUESTION :21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
Answer: B
QUESTION :22. Which of the following is NOT a purpose of Service Transition?
A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
Answer: B
QUESTION :23. Which of the following statements BEST describes a Definitive Media Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are stored and protected
Answer: B

QUESTION :24. One organisation provides and manages an entire business process or function for another
organisation. This is know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
Answer: C
QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
D.Capacity Management
Answer: D
QUESTION :26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
QUESTION :27. Availability Management is responsible for availability the of:
A.Services and Components
B.Services and Business Processes
C.Components and Business Processes
D.Services, Components and Business Processes
Answer: A

QUESTION :28. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
Answer: A
QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
Answer: A
QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B

QUESTION :32. Which of the following is NOT a FUNCTION?
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
QUESTION :34. Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems
A.All of the above
B.1, 2 and 3 only
C.1, 2 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D

QUESTION :36. Governance is concerned with:
A.Measuring and improving the efficiency and effectiveness of processes
B.Ensuring that defined strategy is actually followed
C.Reducing the total cost of providing services
D.Ensuring that agreed Service Level Requirements are met
Answer: B
QUESTION :37. A risk is:
A.Something that won't happen
B.Something that will happen
C.Something that has happened
D.Something that might happen
Answer: D
QUESTION :38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
QUESTION :40. Which process is responsible for recording relationships between service components?

A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
QUESTION :44. Which role is accountable for a specific service within an organisation?
A.The Service Level Manager

B.The Business Relationship Manager
C.The Service Owner
D.The Service Continuity Manager
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
QUESTION :46. Which of the following is NOT one of the five individual aspects of Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architecture and management systems
Answer: C
QUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
A.Only capabilities needed and agreed
B.Only resources and capabilities needed
C.Only requirements needed and agreed
D.Requirements, resources and capabilities needed and agreed
Answer: D
QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B

QUESTION :49. What is a RACI model used for?
A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Answer: D
QUESTION :50. Which of the following models would be most useful in helping to define an organisational structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
QUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
QUESTION :52. Which of the following delivery strategies is described as, "Formal arrangements between two
or more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
TestInside EX0-101
Answer: C
QUESTION :53. To add value to the business, what are the four reasons to monitor and measure?
A.Validate; Direct; Justify; Intervene
B.Report; Manage; Improve; Extend
C.Manage; Monitor; Diagnose; Intervene
D.Plan; Predict; Report; Justify
Answer: A
QUESTION :54. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
A.Early Life Support
B.Service Test Manager
C.Evaluation
D.Release Packaging and Build Manager
Answer: A
QUESTION :55. What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer: C
QUESTION :56. Who owns the specific costs and risks associated with providing a service?
A.The Service Provider
B.The Service Level Manager
C.The Customer
D.Resources
Answer: A


QUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
QUESTION :58. Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
QUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
Answer: C
QUESTION :60. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
Answer: C

QUESTION :61. Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
QUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:
1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration
Item (CI) being detected on the network
2: Normal operation, such as a user logging into an application or an email reaching its intended recipient
A.2 only
B.1 only
C.Both of the above
D.Neither of the above
Answer: C

QUESTION :65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management implementation
Answer: A

QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
A.Extreme focus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer: A
QUESTION :70. What would be the next step in the Continual Service Improvement (CSI) Model after:
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?
Answer: C
QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A

QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.

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To the relevant readers interested in ITIL version 3 Foundations Certification, here's a sample exam paper.

I recently cleared ITIL with a 100% and thought I would share some of the sample exam paper.

Hope you would find it useful.

Please subscribe to the blog and visit often as there will be more sample papers posted


QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?
TestInside EX0-101
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
QUESTION :6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
TestInside EX0-101
QUESTION :8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
QUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D

QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
QUESTION :13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
Answer: B
QUESTION :15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
D.All of the above
Answer: D

QUESTION :16. Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer: C
QUESTION :17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
Answer: D
QUESTION :18. Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
C.1, 3 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :19. Which of the following are the two primary elements that create value for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
Answer: D

QUESTION :20. What is the Service Pipeline?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
Answer: A
QUESTION :21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
Answer: B
QUESTION :22. Which of the following is NOT a purpose of Service Transition?
A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
Answer: B
QUESTION :23. Which of the following statements BEST describes a Definitive Media Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are stored and protected
Answer: B

QUESTION :24. One organisation provides and manages an entire business process or function for another
organisation. This is know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
Answer: C
QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
D.Capacity Management
Answer: D
QUESTION :26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
QUESTION :27. Availability Management is responsible for availability the of:
A.Services and Components
B.Services and Business Processes
C.Components and Business Processes
D.Services, Components and Business Processes
Answer: A

QUESTION :28. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
Answer: A
QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
Answer: A
QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B

QUESTION :32. Which of the following is NOT a FUNCTION?
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
QUESTION :34. Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems
A.All of the above
B.1, 2 and 3 only
C.1, 2 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D

QUESTION :36. Governance is concerned with:
A.Measuring and improving the efficiency and effectiveness of processes
B.Ensuring that defined strategy is actually followed
C.Reducing the total cost of providing services
D.Ensuring that agreed Service Level Requirements are met
Answer: B
QUESTION :37. A risk is:
A.Something that won't happen
B.Something that will happen
C.Something that has happened
D.Something that might happen
Answer: D
QUESTION :38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
QUESTION :40. Which process is responsible for recording relationships between service components?

A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
QUESTION :44. Which role is accountable for a specific service within an organisation?
A.The Service Level Manager

B.The Business Relationship Manager
C.The Service Owner
D.The Service Continuity Manager
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
QUESTION :46. Which of the following is NOT one of the five individual aspects of Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architecture and management systems
Answer: C
QUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
A.Only capabilities needed and agreed
B.Only resources and capabilities needed
C.Only requirements needed and agreed
D.Requirements, resources and capabilities needed and agreed
Answer: D
QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B

QUESTION :49. What is a RACI model used for?
A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Answer: D
QUESTION :50. Which of the following models would be most useful in helping to define an organisational structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
QUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
QUESTION :52. Which of the following delivery strategies is described as, "Formal arrangements between two
or more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
TestInside EX0-101
Answer: C
QUESTION :53. To add value to the business, what are the four reasons to monitor and measure?
A.Validate; Direct; Justify; Intervene
B.Report; Manage; Improve; Extend
C.Manage; Monitor; Diagnose; Intervene
D.Plan; Predict; Report; Justify
Answer: A
QUESTION :54. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
A.Early Life Support
B.Service Test Manager
C.Evaluation
D.Release Packaging and Build Manager
Answer: A
QUESTION :55. What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer: C
QUESTION :56. Who owns the specific costs and risks associated with providing a service?
A.The Service Provider
B.The Service Level Manager
C.The Customer
D.Resources
Answer: A


QUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
QUESTION :58. Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
QUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
Answer: C
QUESTION :60. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
Answer: C

QUESTION :61. Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
QUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:
1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration
Item (CI) being detected on the network
2: Normal operation, such as a user logging into an application or an email reaching its intended recipient
A.2 only
B.1 only
C.Both of the above
D.Neither of the above
Answer: C

QUESTION :65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management implementation
Answer: A

QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
A.Extreme focus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer: A
QUESTION :70. What would be the next step in the Continual Service Improvement (CSI) Model after:
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?
Answer: C
QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A

QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.

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To the relevant readers interested in ITIL version 3 Foundations Certification, here's a sample exam paper.

I recently cleared ITIL with a 100% and thought I would share some of the sample exam paper.

Hope you would find it useful.

Please subscribe to the blog and visit often as there will be more sample papers posted


QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?
TestInside EX0-101
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
QUESTION :6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
TestInside EX0-101
QUESTION :8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
QUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D

QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
QUESTION :13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
Answer: B
QUESTION :15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
D.All of the above
Answer: D

QUESTION :16. Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer: C
QUESTION :17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
Answer: D
QUESTION :18. Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
C.1, 3 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :19. Which of the following are the two primary elements that create value for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
Answer: D

QUESTION :20. What is the Service Pipeline?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
Answer: A
QUESTION :21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
Answer: B
QUESTION :22. Which of the following is NOT a purpose of Service Transition?
A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
Answer: B
QUESTION :23. Which of the following statements BEST describes a Definitive Media Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are stored and protected
Answer: B

QUESTION :24. One organisation provides and manages an entire business process or function for another
organisation. This is know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
Answer: C
QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
D.Capacity Management
Answer: D
QUESTION :26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
QUESTION :27. Availability Management is responsible for availability the of:
A.Services and Components
B.Services and Business Processes
C.Components and Business Processes
D.Services, Components and Business Processes
Answer: A

QUESTION :28. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
Answer: A
QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
Answer: A
QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B

QUESTION :32. Which of the following is NOT a FUNCTION?
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
QUESTION :34. Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems
A.All of the above
B.1, 2 and 3 only
C.1, 2 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D

QUESTION :36. Governance is concerned with:
A.Measuring and improving the efficiency and effectiveness of processes
B.Ensuring that defined strategy is actually followed
C.Reducing the total cost of providing services
D.Ensuring that agreed Service Level Requirements are met
Answer: B
QUESTION :37. A risk is:
A.Something that won't happen
B.Something that will happen
C.Something that has happened
D.Something that might happen
Answer: D
QUESTION :38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
QUESTION :40. Which process is responsible for recording relationships between service components?

A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
QUESTION :44. Which role is accountable for a specific service within an organisation?
A.The Service Level Manager

B.The Business Relationship Manager
C.The Service Owner
D.The Service Continuity Manager
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
QUESTION :46. Which of the following is NOT one of the five individual aspects of Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architecture and management systems
Answer: C
QUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
A.Only capabilities needed and agreed
B.Only resources and capabilities needed
C.Only requirements needed and agreed
D.Requirements, resources and capabilities needed and agreed
Answer: D
QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B

QUESTION :49. What is a RACI model used for?
A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Answer: D
QUESTION :50. Which of the following models would be most useful in helping to define an organisational structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
QUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
QUESTION :52. Which of the following delivery strategies is described as, "Formal arrangements between two
or more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
TestInside EX0-101
Answer: C
QUESTION :53. To add value to the business, what are the four reasons to monitor and measure?
A.Validate; Direct; Justify; Intervene
B.Report; Manage; Improve; Extend
C.Manage; Monitor; Diagnose; Intervene
D.Plan; Predict; Report; Justify
Answer: A
QUESTION :54. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
A.Early Life Support
B.Service Test Manager
C.Evaluation
D.Release Packaging and Build Manager
Answer: A
QUESTION :55. What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer: C
QUESTION :56. Who owns the specific costs and risks associated with providing a service?
A.The Service Provider
B.The Service Level Manager
C.The Customer
D.Resources
Answer: A


QUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
QUESTION :58. Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
QUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
Answer: C
QUESTION :60. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
Answer: C

QUESTION :61. Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
QUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:
1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration
Item (CI) being detected on the network
2: Normal operation, such as a user logging into an application or an email reaching its intended recipient
A.2 only
B.1 only
C.Both of the above
D.Neither of the above
Answer: C

QUESTION :65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management implementation
Answer: A

QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
A.Extreme focus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer: A
QUESTION :70. What would be the next step in the Continual Service Improvement (CSI) Model after:
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?
Answer: C
QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A

QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.

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I find no Conspiracy Theory.



A day in the life...


You see, by the definitions of the words alone Conspiracy and Theory I can truthfully say that there is no Theory in documented facts and hard proof. I subscribe to Conspiracy Facts.

For the person who says it is great to live in a free country there are three things wrong:

1) it is no longer great

2) you are not living (you are surviving) and

3) you are not free.




Take the average day of JOHN Q. UNINFORMED, a U.S. CITIZEN:


He wakes up in the morning, smiles at his WIFE next to him feeling secure that they are legal since they have a license to be together.

He opens the window, gazes at the streaked, wispy white sky and sucks in a deep breath of toxic morning air.

He takes a warm shower laced with chlorine and fluoride, dresses himself in petroleum-based synthetic fibers and heads down to breakfast. A little short on time, he grabs an energy bar with the only recognizable and pronounceable ingredient being oatmeal and heads out the front door.


There in his yard are the people hurrying him and his licensed wife off to work. His mortgage banker is demanding $200 principle, $800 interest for the bank and if he doesnt pay, his home will be taken from him. Next to him is his sheriff demanding property taxes or he will take the home.


Next is the insurance man demanding premium payments on his home, boat, car, trailer, life and health because the law says he must have insurance. Next are six credit card people demanding a minimum of $1 principle on each of his credit cards and $30 apiece for interest, late charges and penalties. Next are the utilities folks asking for a fee increase with threats of turning off his lights, heat, water, sewer and leaving his garbage in the street. Next are the code enforcement officers waiting for his lawn to grow too much, his paint to flake or any one of his numerous licenses to expire.


JOHN pats his licensed dog on the head and remembers that his pet is due for more shots and the yearly renewal of his license.

JOHN gets into his licensed VEHICLE, thankful that he is able to renew the privilege of maintaining and insuring it by paying the DMV every year. He makes sure he has his license to be a DRIVER on him also.

JOHN scrapes together his last $10 for 3 gallons of gas that will get him to work but he doesnt feel bad; that $10 wasnt enough for lunch anyway.

JOHN loses three hours of pay because he has to appear in court for a zoning violation of having in his back yard and old car he is restoring as a hobby. He should have known by now that the county requires it to be licensed and operable before he can commence repairs to make it operable and licensable. He finally gets his time in court and loses because his attorney spent his time preparing the bill instead of the case.

JOHN gets back to work and his boss tells him that his retirement pension has been cut in half due to bad investments and he will have to continue working twice as long to collect half as much.

JOHN receives his paycheck and an additional sheet of deductions paid to various tax and insurance agencies. He realizes that tomorrow morning he must duck out the back door to avoid the money hungry group in the front yard.

JOHN drives home with the knowledge that officers of any county, city or federal police agency could stop him for any reason. He is aware that the only probable cause they need is a presumption that he is breathing.

JOHN arrives home just in time to pay the tow company sent by the county to remove his unlawful, unlicensed and inoperable old car that he dearly loved.

JOHN greets his WIFE at the door both knowing full well that their house could have been "legally" entered and searched by a multitude of special agents from a multitude of government agencies in compliance with the new U.S.A. P.A.T.R.I.O.T. act and its sidekick Homeland Security.


His WIFE has also had a similar day at her work and, since they are both tired, they work together to make a scrumptious meal from something from a box and a can. They lace it with tap water having its own distinct odor and place it in the microwave for a prescribed time. Bingo! They have dinner. They chase their meal with a pink chalk compound that will subdue the intestinal kickback that they know is coming.

JOHNS teenage son comes in wearing pants that defy all laws of gravity. JOHN tells him to take the garbage out and the childs government education kicks in with the exclamation that Abe Lincoln already freed the slaves and a father has no right to tell his son what to do because he is sure that the Constitution grants children that right. Furthermore, if JOHN pursues any more unreasonable demands he will be sued. The young mercenary then demands food and reminds his father that his Ritalin prescription needs to be picked up in the morning.

Next his teenage daughter who has become pregnant as a result of being starved for love, attention and family values asks what she can do as she is now concerned with her graduation plans and future. JOHN and his WIFE have no clue.
After all this exciting home life they sit down and watch an hour of nightly propaganda followed by a couple of fantasy laced sit-coms and then retire for the night.

Finally in bed with JOHNS mind and body the consistency of jello, his WIFE says, "Honey, my body needs some pleasure." With his remaining strength he reaches over and gives her his last bottle of clean air that he had saved from the 50s. She gets to breathe and he gets to sleep. After 4 to 6 hours of restless sleep they get to do it all over again. Is this living?




A day in a different kind of life

Now lets consider a day in the life of John Q. Informed, an American citizen.

JOHN wakes up rested and in comfort from all the room in his bed. Only his wife is there since they chose to honor and love each other instead of getting a license and having the state, county, FBI and IRS in bed with them.

John looks out the window at the criss-crossed skies, greets them with little effort since it only takes one finger and draws a confident deep breath knowing his home is equipped with air purifiers. He drinks some herbal tea and has fresh organic fruit knowing that his body can recognize such and will not have to trap it in an irritating knot in his stomach.


He goes out the front door and no one is waiting for him on his patented property as he has not granted any of them permission. He gets into his car, that he learned to rename from vehicle, with the knowledge that he is going to operate it for personal conveyance rather than drive it in commerce and so he is not required to have a DRIVERS license.

He is almost immediately stopped by an armed member of his citys CORPORATE POLICE and calmly explains to the Rambo looking person why neither he or his car requires a license. John even produces copies of the laws of his state that back him up. John starts to explain that he is not JOHN and realizes that he has exceeded the 28-second attention span of the officer. Rambo exposes his reading challenges, repeats the script of his "training," places his hand directly on his manhood in his holster, gives John a citation demanding payment to the city and threatens him with jail next time if he continues to not comply with the laws he is not required to comply with. John shrugs and pulls away from the curb knowing that when he gets back home he has to write another "bite me" letter with appropriate law cites and prepare himself for the "non answer, so shut-up and sit down" responses he will have to deal with to put this matter to rest.


He goes to his state University as he has a documentary on 9/11 and another on the IRS that he wishes to share with the youth there. A map of the campus is put in front of him designating the "free speech" zones available. From his heart he exclaims that he believes America to be a free speech zone. The response he gets is arrogant smirks with explanations that universities are institutions of higher training, not higher learning.


He looks at the their application anyway and finds out that the "free-speech zones" would only accommodate a small number of people and the information required amounted to him, his immediate family, living relatives and pets being licensed and standing naked in a crowd of government inspectors. John moved on to try and rent a local theater. The owner presented him with the same application requirements, a high amount rental contract, a stipulation that John pay for additional rental cops since such a controversial subject matter as truth could cause a riot and then said that he was reluctant to even do it since providing factual documentation to a large group of citizens could cost him his license.


John decides to think it over and see if he can find a financial backer. Deep inside he knows he will find plenty of people who say "yes John, you are right, keep up the good work but I wont risk my money on spreading the truth." Back in his car, he turns on the radio and gets a sudden Rush of propaganda totally produced to divide the American people. John hears that this country is a democracy to be cherished and if he doesnt agree he is undoubtedly a mental incompetent, in need of pharmaceuticals that will assuredly cause his happy place to shrivel up and fall off. The queasy alarm in his stomach goes off and John realizes that his stomach must be listening also.

He realizes that "from the jawbone of an ass" has taken on a new meaning. He changes the station only to be confronted with someone screaming to an irregular drumbeat that killing cops is good for all the people out there who perform unthinkable acts with their mothers. Off goes the radio.


Hes hungry now, but understands the difference between eating bulk-junk and nutritious intake. He passes a chicken colonel; a king, a sea captain, a music-box guy and a clown with their heart-attack-in-a-sack drive through windows to find a restaurant with organic food. He pays twice as much money for half as much food but gets 10 times more nutrition. His body says thank you by not emitting embarrassing sounds from body orifices.

Back on the road he dodges potholes, endures a boom-box-Honda, and faces sudden death at the hands of those aiming their vehicles at him in a chemically-induced stupor. John passes a hospital with a long line of cars leading to it. Closer investigation reveals that people are handing over $35 for a flu vaccination by just sticking their arm out the window. He wishes to himself that the evening news would report this as drive-by shootings. He then passes an IRS office with another line of people and smiles to himself as his vision of sheep shearing becomes vivid.

Remembering that when he left home his unlicensed and unvaccinated pet bird needed new flooring for his cage, John stops at the corner newsstand for either a local or national newspaper. Several people are standing around reading papers and commenting on the enlightened info they were receiving. John graciously offers a few facts and their reactions immediately tell him that he has just been labeled and packaged as "one of them" as taught in the papers they were reading. Before walking away he takes another look into their eyes to confirm that what he is seeing is the inside of the back of their heads.

His next stop is an appointment with his Homeopathic Doctor to get a vein and artery cleansing chelation treatment and perhaps a vitamin B shot. He walks in on three genderless types stripping the doctor of his license for failure to follow "accepted medical directives," failure to prescribe enough pharmaceuticals, and conspiracy to teach people health and healing.
He proceeds on to his car dealership because his car has a little red flashing "theft" light that is annoying him and he wants it disconnected.

The service manager looked at John like he was nuts and said it was against federal law to disable that system and besides that they were not given any manuals telling what the thing is, where the thing is, or how to disconnect it. John found a mechanic who told him that it was a transponder sending out his vehicle ID number so that the car could be located wherever it was. John proceeded to pull every fuse from his car only to find out that he had disabled every system necessary for his car to run while the objectionable little light continued to flash.


He was only a mile from home so he headed there but managed to mouth a common two single syllable word phrase as well as a middle digit salute to each of the 27 street corner cameras tracking his travel.


Finally home, he finds two special agents from another new agency that even he hadnt heard of yet inventorying his subversive properties. They had stolen his extra month of food and water storage, his copy of the Constitution and real newspapers, books and videos explaining the truth about Americas course. He asked them if their inability to qualify for the "Special" Olympics was their credentials for becoming "special" agents? They of course didnt understand the question and stormed off.

His wife arrives home tired after three interviews for work that she is highly qualified for but the business owners reluctantly wouldnt give her a job because she had explained that her name was Mary not MARY, she didnt have a government tracking number and wouldnt say, because she didnt know or care, that she was even a small part of whichever minority they needed to hire that day. John of course faced the same dilemma.

John helped Mary prepare a nutritional raw food dinner from their home grown garden knowing their Heritage seeds and garden were now illegal because their seeds, which can reproduce, were not the one season controlled terminator seeds. At the dinner table John Jr., his teenage son, produced a report card that should have sported high academic grades but told his parents that his teachers were failing him because he spent too much time in individual thought and didnt always go along with the group. His teachers gave him a list of careers that would suit him and told him to stop dreaming about anything else. John and Mary knew immediately that John Jr. was crumbling under Goals 2000, Cradle to Grave, No Child Left Behind, and the host of other programs aimed at socially engineering their son to be a mindless moron. Home school was immediately decided on so that John Jr. could retain his personal thought process and wouldnt be in danger of being force medicated with Prozac or another mind-altering drug given to other brilliant children to keep them dull and not able to think.


Next, their daughter Suzi chimed in on how hard it was to get along at school because her clothes concealed her body and she didnt have any tattoos or piercings. She had no objection to any of it, but simply didnt want it for herself. This was considered to be personal choice and she was labeled a troublemaker by not going along with the group. Suzi was also offered the same option of home school and the glee was readily apparent.
Their like-minded friends come over and since they are ever conscious of the need to learn they put in a good informational DVD from "With Liberty and Justice for All."


John and Mary then turned on their government teleprompter and watched the news. It was the only early warning system they had to alert them of new policies and programs headed their way. Most U.S. citizens were watching the same thing, not seeing the underlying intent and proclaiming how well the government was doing its job of protecting them from themselves. These U.S. citizens then went channel surfing for the nightly nudes, which are probably the only true pictures they will ever understand. John and Mary meanwhile are evaluating what they were just told and determining when they would need to "duck and cover."

Finally, at rest in their bed without company, they proclaim their love to each other but sleep cautiously knowing that on this day they had only observed a fraction of the absurdities being force fed to Americans.
This is not "living" either, but John and his family are healthy, happy and feeling good; they have their own thoughts and they do not live in fear because they know who they are. They also live in an area where their friends are preparing for the end times but with a promise for a better future. They can wake up every morning, knowing they did their best to stop the following scenario from happening.



A day in the not-too-distant future


In the late 2000s we enter one of Americas fenced off human resource areas and find two people secretly talking. Resource Unit No. 57, a female worker unit and Resource Unit No. 92, a male entertainment unit.

UNIT 57: "I know this isnt supposed to happen, but Ive grown to trust you 92 and I have some distressing information that I must discuss. I know its against the law to talk about these things and especially bad to display any morals but I want you to promise to keep a secret until we can decide what to do."

UNIT 92: "Youre acting very strange, but O.K. Ill keep your secret. What have you done that is so awful?"

UNIT 57: "This is really difficult to admit but Ive learned to read."

UNIT 92: "Oh No! How did it happen and does anyone else know?"

UNIT 57: "Youre the only one who knows and it all started when one of those dreadful patriot units from the twentieth century managed to sneak in and deliver several boxes of information from someone he said was my grandfather, whatever that is, and suggested that I start looking this stuff over. There were some weird old books from a time when school was for everyone and they have taught me to read and realize what these people had before they screwed it up and what they could have done to keep it for us. By the way, did you know that an entertainment unit used to be a piece of furniture?"

UNIT 92: "Very funny 57, I think youve gone off the deep end. Look at what we have now. Our leader, Master 666 gives us a space to live in, food, medical treatments and all the TV we want. All we have to do is perform our assigned jobs."

UNIT 57: "Well 92, it just became obvious to me that you are a piece of furniture. Back in the 1900s the people could read, but they didnt. They had free speech, but they kept quiet. They had unalienable rights, but they gave them up. They could choose partners, but they didnt cherish them. They could have their own children, but they wouldnt teach. They could travel freely, but they traded for control. They could learn from a ministry, bu they joined a controlled church. They had thousands of people warning them with the truth, but they ignored them. They could vote, but they didnt. They could be healthy, but they went to Burger Wizard instead. They had a Constitution, but they trashed it. They had wealth, but they didnt protect it. They could change things, but they waited for the other guy to do it for them. They had guns, but they laid them down. They had TVand they watched it."

UNIT 92: "ZZzzzzzzzz!"

UNIT 57: "Nothings changed!"

THE END? I HOPE NOT.

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I find no Conspiracy Theory.



A day in the life...


You see, by the definitions of the words alone Conspiracy and Theory I can truthfully say that there is no Theory in documented facts and hard proof. I subscribe to Conspiracy Facts.

For the person who says it is great to live in a free country there are three things wrong:

1) it is no longer great

2) you are not living (you are surviving) and

3) you are not free.




Take the average day of JOHN Q. UNINFORMED, a U.S. CITIZEN:


He wakes up in the morning, smiles at his WIFE next to him feeling secure that they are legal since they have a license to be together.

He opens the window, gazes at the streaked, wispy white sky and sucks in a deep breath of toxic morning air.

He takes a warm shower laced with chlorine and fluoride, dresses himself in petroleum-based synthetic fibers and heads down to breakfast. A little short on time, he grabs an energy bar with the only recognizable and pronounceable ingredient being oatmeal and heads out the front door.


There in his yard are the people hurrying him and his licensed wife off to work. His mortgage banker is demanding $200 principle, $800 interest for the bank and if he doesnt pay, his home will be taken from him. Next to him is his sheriff demanding property taxes or he will take the home.


Next is the insurance man demanding premium payments on his home, boat, car, trailer, life and health because the law says he must have insurance. Next are six credit card people demanding a minimum of $1 principle on each of his credit cards and $30 apiece for interest, late charges and penalties. Next are the utilities folks asking for a fee increase with threats of turning off his lights, heat, water, sewer and leaving his garbage in the street. Next are the code enforcement officers waiting for his lawn to grow too much, his paint to flake or any one of his numerous licenses to expire.


JOHN pats his licensed dog on the head and remembers that his pet is due for more shots and the yearly renewal of his license.

JOHN gets into his licensed VEHICLE, thankful that he is able to renew the privilege of maintaining and insuring it by paying the DMV every year. He makes sure he has his license to be a DRIVER on him also.

JOHN scrapes together his last $10 for 3 gallons of gas that will get him to work but he doesnt feel bad; that $10 wasnt enough for lunch anyway.

JOHN loses three hours of pay because he has to appear in court for a zoning violation of having in his back yard and old car he is restoring as a hobby. He should have known by now that the county requires it to be licensed and operable before he can commence repairs to make it operable and licensable. He finally gets his time in court and loses because his attorney spent his time preparing the bill instead of the case.

JOHN gets back to work and his boss tells him that his retirement pension has been cut in half due to bad investments and he will have to continue working twice as long to collect half as much.

JOHN receives his paycheck and an additional sheet of deductions paid to various tax and insurance agencies. He realizes that tomorrow morning he must duck out the back door to avoid the money hungry group in the front yard.

JOHN drives home with the knowledge that officers of any county, city or federal police agency could stop him for any reason. He is aware that the only probable cause they need is a presumption that he is breathing.

JOHN arrives home just in time to pay the tow company sent by the county to remove his unlawful, unlicensed and inoperable old car that he dearly loved.

JOHN greets his WIFE at the door both knowing full well that their house could have been "legally" entered and searched by a multitude of special agents from a multitude of government agencies in compliance with the new U.S.A. P.A.T.R.I.O.T. act and its sidekick Homeland Security.


His WIFE has also had a similar day at her work and, since they are both tired, they work together to make a scrumptious meal from something from a box and a can. They lace it with tap water having its own distinct odor and place it in the microwave for a prescribed time. Bingo! They have dinner. They chase their meal with a pink chalk compound that will subdue the intestinal kickback that they know is coming.

JOHNS teenage son comes in wearing pants that defy all laws of gravity. JOHN tells him to take the garbage out and the childs government education kicks in with the exclamation that Abe Lincoln already freed the slaves and a father has no right to tell his son what to do because he is sure that the Constitution grants children that right. Furthermore, if JOHN pursues any more unreasonable demands he will be sued. The young mercenary then demands food and reminds his father that his Ritalin prescription needs to be picked up in the morning.

Next his teenage daughter who has become pregnant as a result of being starved for love, attention and family values asks what she can do as she is now concerned with her graduation plans and future. JOHN and his WIFE have no clue.
After all this exciting home life they sit down and watch an hour of nightly propaganda followed by a couple of fantasy laced sit-coms and then retire for the night.

Finally in bed with JOHNS mind and body the consistency of jello, his WIFE says, "Honey, my body needs some pleasure." With his remaining strength he reaches over and gives her his last bottle of clean air that he had saved from the 50s. She gets to breathe and he gets to sleep. After 4 to 6 hours of restless sleep they get to do it all over again. Is this living?




A day in a different kind of life

Now lets consider a day in the life of John Q. Informed, an American citizen.

JOHN wakes up rested and in comfort from all the room in his bed. Only his wife is there since they chose to honor and love each other instead of getting a license and having the state, county, FBI and IRS in bed with them.

John looks out the window at the criss-crossed skies, greets them with little effort since it only takes one finger and draws a confident deep breath knowing his home is equipped with air purifiers. He drinks some herbal tea and has fresh organic fruit knowing that his body can recognize such and will not have to trap it in an irritating knot in his stomach.


He goes out the front door and no one is waiting for him on his patented property as he has not granted any of them permission. He gets into his car, that he learned to rename from vehicle, with the knowledge that he is going to operate it for personal conveyance rather than drive it in commerce and so he is not required to have a DRIVERS license.

He is almost immediately stopped by an armed member of his citys CORPORATE POLICE and calmly explains to the Rambo looking person why neither he or his car requires a license. John even produces copies of the laws of his state that back him up. John starts to explain that he is not JOHN and realizes that he has exceeded the 28-second attention span of the officer. Rambo exposes his reading challenges, repeats the script of his "training," places his hand directly on his manhood in his holster, gives John a citation demanding payment to the city and threatens him with jail next time if he continues to not comply with the laws he is not required to comply with. John shrugs and pulls away from the curb knowing that when he gets back home he has to write another "bite me" letter with appropriate law cites and prepare himself for the "non answer, so shut-up and sit down" responses he will have to deal with to put this matter to rest.


He goes to his state University as he has a documentary on 9/11 and another on the IRS that he wishes to share with the youth there. A map of the campus is put in front of him designating the "free speech" zones available. From his heart he exclaims that he believes America to be a free speech zone. The response he gets is arrogant smirks with explanations that universities are institutions of higher training, not higher learning.


He looks at the their application anyway and finds out that the "free-speech zones" would only accommodate a small number of people and the information required amounted to him, his immediate family, living relatives and pets being licensed and standing naked in a crowd of government inspectors. John moved on to try and rent a local theater. The owner presented him with the same application requirements, a high amount rental contract, a stipulation that John pay for additional rental cops since such a controversial subject matter as truth could cause a riot and then said that he was reluctant to even do it since providing factual documentation to a large group of citizens could cost him his license.


John decides to think it over and see if he can find a financial backer. Deep inside he knows he will find plenty of people who say "yes John, you are right, keep up the good work but I wont risk my money on spreading the truth." Back in his car, he turns on the radio and gets a sudden Rush of propaganda totally produced to divide the American people. John hears that this country is a democracy to be cherished and if he doesnt agree he is undoubtedly a mental incompetent, in need of pharmaceuticals that will assuredly cause his happy place to shrivel up and fall off. The queasy alarm in his stomach goes off and John realizes that his stomach must be listening also.

He realizes that "from the jawbone of an ass" has taken on a new meaning. He changes the station only to be confronted with someone screaming to an irregular drumbeat that killing cops is good for all the people out there who perform unthinkable acts with their mothers. Off goes the radio.


Hes hungry now, but understands the difference between eating bulk-junk and nutritious intake. He passes a chicken colonel; a king, a sea captain, a music-box guy and a clown with their heart-attack-in-a-sack drive through windows to find a restaurant with organic food. He pays twice as much money for half as much food but gets 10 times more nutrition. His body says thank you by not emitting embarrassing sounds from body orifices.

Back on the road he dodges potholes, endures a boom-box-Honda, and faces sudden death at the hands of those aiming their vehicles at him in a chemically-induced stupor. John passes a hospital with a long line of cars leading to it. Closer investigation reveals that people are handing over $35 for a flu vaccination by just sticking their arm out the window. He wishes to himself that the evening news would report this as drive-by shootings. He then passes an IRS office with another line of people and smiles to himself as his vision of sheep shearing becomes vivid.

Remembering that when he left home his unlicensed and unvaccinated pet bird needed new flooring for his cage, John stops at the corner newsstand for either a local or national newspaper. Several people are standing around reading papers and commenting on the enlightened info they were receiving. John graciously offers a few facts and their reactions immediately tell him that he has just been labeled and packaged as "one of them" as taught in the papers they were reading. Before walking away he takes another look into their eyes to confirm that what he is seeing is the inside of the back of their heads.

His next stop is an appointment with his Homeopathic Doctor to get a vein and artery cleansing chelation treatment and perhaps a vitamin B shot. He walks in on three genderless types stripping the doctor of his license for failure to follow "accepted medical directives," failure to prescribe enough pharmaceuticals, and conspiracy to teach people health and healing.
He proceeds on to his car dealership because his car has a little red flashing "theft" light that is annoying him and he wants it disconnected.

The service manager looked at John like he was nuts and said it was against federal law to disable that system and besides that they were not given any manuals telling what the thing is, where the thing is, or how to disconnect it. John found a mechanic who told him that it was a transponder sending out his vehicle ID number so that the car could be located wherever it was. John proceeded to pull every fuse from his car only to find out that he had disabled every system necessary for his car to run while the objectionable little light continued to flash.


He was only a mile from home so he headed there but managed to mouth a common two single syllable word phrase as well as a middle digit salute to each of the 27 street corner cameras tracking his travel.


Finally home, he finds two special agents from another new agency that even he hadnt heard of yet inventorying his subversive properties. They had stolen his extra month of food and water storage, his copy of the Constitution and real newspapers, books and videos explaining the truth about Americas course. He asked them if their inability to qualify for the "Special" Olympics was their credentials for becoming "special" agents? They of course didnt understand the question and stormed off.

His wife arrives home tired after three interviews for work that she is highly qualified for but the business owners reluctantly wouldnt give her a job because she had explained that her name was Mary not MARY, she didnt have a government tracking number and wouldnt say, because she didnt know or care, that she was even a small part of whichever minority they needed to hire that day. John of course faced the same dilemma.

John helped Mary prepare a nutritional raw food dinner from their home grown garden knowing their Heritage seeds and garden were now illegal because their seeds, which can reproduce, were not the one season controlled terminator seeds. At the dinner table John Jr., his teenage son, produced a report card that should have sported high academic grades but told his parents that his teachers were failing him because he spent too much time in individual thought and didnt always go along with the group. His teachers gave him a list of careers that would suit him and told him to stop dreaming about anything else. John and Mary knew immediately that John Jr. was crumbling under Goals 2000, Cradle to Grave, No Child Left Behind, and the host of other programs aimed at socially engineering their son to be a mindless moron. Home school was immediately decided on so that John Jr. could retain his personal thought process and wouldnt be in danger of being force medicated with Prozac or another mind-altering drug given to other brilliant children to keep them dull and not able to think.


Next, their daughter Suzi chimed in on how hard it was to get along at school because her clothes concealed her body and she didnt have any tattoos or piercings. She had no objection to any of it, but simply didnt want it for herself. This was considered to be personal choice and she was labeled a troublemaker by not going along with the group. Suzi was also offered the same option of home school and the glee was readily apparent.
Their like-minded friends come over and since they are ever conscious of the need to learn they put in a good informational DVD from "With Liberty and Justice for All."


John and Mary then turned on their government teleprompter and watched the news. It was the only early warning system they had to alert them of new policies and programs headed their way. Most U.S. citizens were watching the same thing, not seeing the underlying intent and proclaiming how well the government was doing its job of protecting them from themselves. These U.S. citizens then went channel surfing for the nightly nudes, which are probably the only true pictures they will ever understand. John and Mary meanwhile are evaluating what they were just told and determining when they would need to "duck and cover."

Finally, at rest in their bed without company, they proclaim their love to each other but sleep cautiously knowing that on this day they had only observed a fraction of the absurdities being force fed to Americans.
This is not "living" either, but John and his family are healthy, happy and feeling good; they have their own thoughts and they do not live in fear because they know who they are. They also live in an area where their friends are preparing for the end times but with a promise for a better future. They can wake up every morning, knowing they did their best to stop the following scenario from happening.



A day in the not-too-distant future


In the late 2000s we enter one of Americas fenced off human resource areas and find two people secretly talking. Resource Unit No. 57, a female worker unit and Resource Unit No. 92, a male entertainment unit.

UNIT 57: "I know this isnt supposed to happen, but Ive grown to trust you 92 and I have some distressing information that I must discuss. I know its against the law to talk about these things and especially bad to display any morals but I want you to promise to keep a secret until we can decide what to do."

UNIT 92: "Youre acting very strange, but O.K. Ill keep your secret. What have you done that is so awful?"

UNIT 57: "This is really difficult to admit but Ive learned to read."

UNIT 92: "Oh No! How did it happen and does anyone else know?"

UNIT 57: "Youre the only one who knows and it all started when one of those dreadful patriot units from the twentieth century managed to sneak in and deliver several boxes of information from someone he said was my grandfather, whatever that is, and suggested that I start looking this stuff over. There were some weird old books from a time when school was for everyone and they have taught me to read and realize what these people had before they screwed it up and what they could have done to keep it for us. By the way, did you know that an entertainment unit used to be a piece of furniture?"

UNIT 92: "Very funny 57, I think youve gone off the deep end. Look at what we have now. Our leader, Master 666 gives us a space to live in, food, medical treatments and all the TV we want. All we have to do is perform our assigned jobs."

UNIT 57: "Well 92, it just became obvious to me that you are a piece of furniture. Back in the 1900s the people could read, but they didnt. They had free speech, but they kept quiet. They had unalienable rights, but they gave them up. They could choose partners, but they didnt cherish them. They could have their own children, but they wouldnt teach. They could travel freely, but they traded for control. They could learn from a ministry, bu they joined a controlled church. They had thousands of people warning them with the truth, but they ignored them. They could vote, but they didnt. They could be healthy, but they went to Burger Wizard instead. They had a Constitution, but they trashed it. They had wealth, but they didnt protect it. They could change things, but they waited for the other guy to do it for them. They had guns, but they laid them down. They had TVand they watched it."

UNIT 92: "ZZzzzzzzzz!"

UNIT 57: "Nothings changed!"

THE END? I HOPE NOT.

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My fellow citizens:

I stand here today humbled by the task before us, grateful for the trust you have bestowed, mindful of the sacrifices borne by our ancestors. I thank President Bush for his service to our nation, as well as the generosity and cooperation he has shown throughout this transition.

Forty-four Americans have now taken the presidential oath. The words have been spoken during rising tides of prosperity and the still waters of peace. Yet, every so often the oath is taken amidst gathering clouds and raging storms. At these moments, America has carried on not simply because of the skill or vision of those in high office, but because We the People have remained faithful to the ideals of our forbearers, and true to our founding documents.So it has been. So it must be with this generation of Americans.

That we are in the midst of crisis is now well understood. Our nation is at war, against a far-reaching network of violence and hatred. Our economy is badly weakened, a consequence of greed and irresponsibility on the part of some, but also our collective failure to make hard choices and prepare the nation for a new age. Homes have been lost; jobs shed; businesses shuttered. Our health care is too costly; our schools fail too many; and each day brings further evidence that the ways we use energy strengthen our adversaries and threaten our planet.

These are the indicators of crisis, subject to data and statistics. Less measurable but no less profound is a sapping of confidence across our land - a nagging fear that Americas decline is inevitable, and that the next generation must lower its sights.Today I say to you that the challenges we face are real. They are serious and they are many.

They will not be met easily or in a short span of time. But know this, America - they will be met. On this day, we gather because we have chosen hope over fear, unity of purpose over conflict and discord.

On this day, we come to proclaim an end to the petty grievances and false promises, the recriminations and worn out dogmas, that for far too long have strangled our politics.We remain a young nation, but in the words of Scripture, the time has come to set aside childish things. The time has come to reaffirm our enduring spirit; to choose our better history; to carry forward that precious gift, that noble idea, passed on from generation to generation: the God-given promise that all are equal, all are free, and all deserve a chance to pursue their full measure of happiness.

In reaffirming the greatness of our nation, we understand that greatness is never a given. It must be earned. Our journey has never been one of short-cuts or settling for less. It has not been the path for the faint-hearted - for those who prefer leisure over work, or seek only the pleasures of riches and fame. Rather, it has been the risk-takers, the doers, the makers of things - some celebrated but more often men and women obscure in their labor, who have carried us up the long, rugged path towards prosperity and freedom.

For us, they packed up their few worldly possessions and traveled across oceans in search of a new life.

For us, they toiled in sweatshops and settled the West; endured the lash of the whip and plowed the hard earth.

For us, they fought and died, in places like Concord and Gettysburg; Normandy and Khe Sahn. Time and again these men and women struggled and sacrificed and worked till their hands were raw so that we might live a better life. They saw America as bigger than the sum of our individual ambitions; greater than all the differences of birth or wealth or faction.

This is the journey we continue today. We remain the most prosperous, powerful nation on Earth. Our workers are no less productive than when this crisis began. Our minds are no less inventive, our goods and services no less needed than they were last week or last month or last year. Our capacity remains undiminished. But our time of standing pat, of protecting narrow interests and putting off unpleasant decisions - that time has surely passed. Starting today, we must pick ourselves up, dust ourselves off, and begin again the work of remaking America.

For everywhere we look, there is work to be done. The state of the economy calls for action, bold and swift, and we will act - not only to create new jobs, but to lay a new foundation for growth. We will build the roads and bridges, the electric grids and digital lines that feed our commerce and bind us together. We will restore science to its rightful place, and wield technologys wonders to raise health cares quality and lower its cost. We will harness the sun and the winds and the soil to fuel our cars and run our factories. And we will transform our schools and colleges and universities to meet the demands of a new age. All this we can do. And all this we will do.

Now, there are some who question the scale of our ambitions - who suggest that our system cannot tolerate too many big plans. Their memories are short. For they have forgotten what this country has already done; what free men and women can achieve when imagination is joined to common purpose, and necessity to courage.

What the cynics fail to understand is that the ground has shifted beneath them - that the stale political arguments that have consumed us for so long no longer apply. The question we ask today is not whether our government is too big or too small, but whether it works - whether it helps families find jobs at a decent wage, care they can afford, a retirement that is dignified. Where the answer is yes, we intend to move forward. Where the answer is no, programs will end. And those of us who manage the publics dollars will be held to account - to spend wisely, reform bad habits, and do our business in the light of day - because only then can we restore the vital trust between a people and their government.

Nor is the question before us whether the market is a force for good or ill. Its power to generate wealth and expand freedom is unmatched, but this crisis has reminded us that without a watchful eye, the market can spin out of control - and that a nation cannot prosper long when it favors only the prosperous. The success of our economy has always depended not just on the size of our Gross Domestic Product, but on the reach of our prosperity; on our ability to extend opportunity to every willing heart - not out of charity, but because it is the surest route to our common good.

As for our common defense, we reject as false the choice between our safety and our ideals. Our Founding Fathers, faced with perils we can scarcely imagine, drafted a charter to assure the rule of law and the rights of man, a charter expanded by the blood of generations. Those ideals still light the world, and we will not give them up for expediences sake. And so to all other peoples and governments who are watching today, from the grandest capitals to the small village where my father was born: know that America is a friend of each nation and every man, woman, and child who seeks a future of peace and dignity, and that we are ready to lead once more.

Recall that earlier generations faced down fascism and communism not just with missiles and tanks, but with sturdy alliances and enduring convictions. They understood that our power alone cannot protect us, nor does it entitle us to do as we please. Instead, they knew that our power grows through its prudent use; our security emanates from the justness of our cause, the force of our example, the tempering qualities of humility and restraint.

We are the keepers of this legacy. Guided by these principles once more, we can meet those new threats that demand even greater effort - even greater cooperation and understanding between nations. We will begin to responsibly leave Iraq to its people, and forge a hard-earned peace in Afghanistan. With old friends and former foes, we will work tirelessly to lessen the nuclear threat, and roll back the specter of a warming planet. We will not apologize for our way of life, nor will we waver in its defense, and for those who seek to advance their aims by inducing terror and slaughtering innocents, we say to you now that our spirit is stronger and cannot be broken; you cannot outlast us, and we will defeat you.

For we know that our patchwork heritage is a strength, not a weakness. We are a nation of Christians and Muslims, Jews and Hindus - and non-believers. We are shaped by every language and culture, drawn from every end of this Earth; and because we have tasted the bitter swill of civil war and segregation, and emerged from that dark chapter stronger and more united, we cannot help but believe that the old hatreds shall someday pass; that the lines of tribe shall soon dissolve; that as the world grows smaller, our common humanity shall reveal itself; and that America must play its role in ushering in a new era of peace.

To the Muslim world, we seek a new way forward, based on mutual interest and mutual respect.

To those leaders around the globe who seek to sow conflict, or blame their societys ills on the West - know that your people will judge you on what you can build, not what you destroy. To those who cling to power through corruption and deceit and the silencing of dissent, know that you are on the wrong side of history; but that we will extend a hand if you are willing to unclench your fist.

To the people of poor nations, we pledge to work alongside you to make your farms flourish and let clean waters flow; to nourish starved bodies and feed hungry minds. And to those nations like ours that enjoy relative plenty, we say we can no longer afford indifference to suffering outside our borders; nor can we consume the worlds resources without regard to effect. For the world has changed, and we must change with it.

As we consider the road that unfolds before us, we remember with humble gratitude those brave Americans who, at this very hour, patrol far-off deserts and distant mountains. They have something to tell us today, just as the fallen heroes who lie in Arlington whisper through the ages.

We honor them not only because they are guardians of our liberty, but because they embody the spirit of service; a willingness to find meaning in something greater than themselves. And yet, at this moment - a moment that will define a generation - it is precisely this spirit that must inhabit us all.

For as much as government can do and must do, it is ultimately the faith and determination of the American people upon which this nation relies. It is the kindness to take in a stranger when the levees break, the selflessness of workers who would rather cut their hours than see a friend lose their job which sees us through our darkest hours. It is the firefighters courage to storm a stairway filled with smoke, but also a parents willingness to nurture a child, that finally decides our fate.

Our challenges may be new. The instruments with which we meet them may be new. But those values upon which our success depends - hard work and honesty, courage and fair play, tolerance and curiosity, loyalty and patriotism - these things are old. These things are true. They have been the quiet force of progress throughout our history. What is demanded then is a return to these truths. What is required of us now is a new era of responsibility - a recognition, on the part of every American, that we have duties to ourselves, our nation, and the world, duties that we do not grudgingly accept but rather seize gladly, firm in the knowledge that there is nothing so satisfying to the spirit, so defining of our character, than giving our all to a difficult task.

This is the price and the promise of citizenship.

This is the source of our confidence - the knowledge that God calls on us to shape an uncertain destiny.

This is the meaning of our liberty and our creed - why men and women and children of every race and every faith can join in celebration across this magnificent mall, and why a man whose father less than sixty years ago might not have been served at a local restaurant can now stand before you to take a most sacred oath.

So let us mark this day with remembrance, of who we are and how far we have traveled. In the year of Americas birth, in the coldest of months, a small band of patriots huddled by dying campfires on the shores of an icy river. The capital was abandoned. The enemy was advancing. The snow was stained with blood. At a moment when the outcome of our revolution was most in doubt, the father of our nation ordered these words be read to the people:

Let it be told to the future worldthat in the depth of winter, when nothing but hope and virtue could survivethat the city and the country, alarmed at one common danger, came forth to meet [it].

America. In the face of our common dangers, in this winter of our hardship, let us remember these timeless words. With hope and virtue, let us brave once more the icy currents, and endure what storms may come. Let it be said by our childrens children that when we were tested we refused to let this journey end, that we did not turn back nor did we falter; and with eyes fixed on the horizon and Gods grace upon us, we carried forth that great gift of freedom and delivered it safely to future generations.

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