Prepare For The IT Infrastructure Library Exam

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ITIL Quizzes & Trivia

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL has gone through several revisions in its history and currently comprises five books, each covering various processes and stages of the IT service lifecycle.


Questions and Answers
  • 1. 

    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

    Correct Answer
    B. To provide training and certification in project management
    Explanation
    The purpose of Service Transition is to ensure that a service can be managed, operated, and supported. It involves activities such as planning and managing the capacity and resource requirements to manage a release, as well as providing quality knowledge of Change, Release, and Deployment Management. However, providing training and certification in project management is not a specific purpose of Service Transition.

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  • 2. 

    Which of the following should NOT be a concern of Risk Management?

    • A.

      To ensure that the organization can continue to operate in the event of a major disruption or disaster

    • B.

      To ensure that the workplace is a safe environment for its employees and customers

    • C.

      To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

    • D.

      To ensure only the change requests with mitigated risks are approved for implementation

    Correct Answer
    D. To ensure only the change requests with mitigated risks are approved for implementation
  • 3. 

    Which of the following is the CORRECT definition of a Release Unit?

    • A.

      A measurement of cost

    • B.

      A function described within Service Transition

    • C.

      The team of people responsible for implementing a release

    • D.

      The portion of a service or IT infrastructure that is normally released together

    Correct Answer
    D. The portion of a service or IT infrastructure that is normally released together
    Explanation
    A release unit refers to the portion of a service or IT infrastructure that is typically released together. This means that when changes or updates are made to a service or IT infrastructure, they are bundled together and released as a single unit. This helps ensure that all components within the release are compatible and work together smoothly. By releasing changes as a unit, it also allows for easier tracking and management of the release process.

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  • 4. 

    Consider the following list: 1. Change Authority 2. Change Manager 3. Change Advisory Board (CAB) What are these BEST described as?

    • A.

      Job descriptions

    • B.

      Functions

    • C.

      Teams

    • D.

      Roles, people or groups

    Correct Answer
    D. Roles, people or groups
    Explanation
    These are best described as roles, people, or groups because they represent different entities within an organization that are involved in the change management process. Each of these entities has a specific role and responsibility in managing and implementing changes within the organization. The Change Authority is responsible for authorizing changes, the Change Manager oversees the entire change process, and the Change Advisory Board (CAB) is a group that provides advice and guidance on changes. These entities work together as a team to ensure effective change management within the organization.

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  • 5. 

    Service Transition contains detailed descriptions of which processes?

    • A.

      Change Management, Service Asset and Configuration Management, Release and Deployment Management

    • B.

      Change Management, Capacity Management Event Management, Service Request Management

    • C.

      Service Level Management, Service Portfolio Management, Service Asset and Configuration Management

    • D.

      Service Asset and Configuration Management, Release and Deployment Management, Request Fulfilment

    Correct Answer
    A. Change Management, Service Asset and Configuration Management, Release and Deployment Management
    Explanation
    Service Transition contains detailed descriptions of Change Management, Service Asset and Configuration Management, and Release and Deployment Management.

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  • 6. 

    Which of the following statements is CORRECT?

    • A.

      The Configuration Management System is part of the Known Error Data Base

    • B.

      The Service Knowledge Management System is part of the Configuration Management System

    • C.

      The Configuration Management System is part of the Service Knowledge Management system

    • D.

      The Configuration Management System is part of the Configuration Management Database

    Correct Answer
    C. The Configuration Management System is part of the Service Knowledge Management system
  • 7. 

    Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and deployment technology 4. Process Design

    • A.

      2, 3 and 4 only

    • B.

      1, 3 and 4 only

    • C.

      1, 2 and 3 only

    • D.

      All of the above

    Correct Answer
    C. 1, 2 and 3 only
    Explanation
    During the Service Transition phase of the lifecycle, technology would help to support areas such as data mining and workflow tools, measurement and reporting systems, and release and deployment technology. These technologies would assist in managing and analyzing data, automating workflows, tracking and reporting on performance metrics, and facilitating the smooth release and deployment of services. Process design, on the other hand, is not specifically mentioned as an area where technology would support during this phase. Therefore, the correct answer is 1, 2 and 3 only.

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  • 8. 

    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

    Correct Answer
    B. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
    Explanation
    A Definitive Media Library (DML) is a secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected. This means that the DML holds the official versions of all media CIs, such as documents, images, videos, and audio files, ensuring that only the approved versions are used. The DML provides a centralized location for managing and controlling these media CIs, ensuring their integrity and availability when needed.

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  • 9. 

    A change process model should include: 1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events 2 - Responsibilities; who should do what, including escalation 3 - Timescales and thresholds for completion of the actions 4 - Complaints procedures

    • A.

      1,2 and 3 only

    • B.

      All of the above

    • C.

      1 and 2 only

    • D.

      1,2 and 4 only

    Correct Answer
    A. 1,2 and 3 only
    Explanation
    A change process model should include the steps required to handle the change, along with any dependencies or co-processing that need to be defined. It should also outline the responsibilities of each individual involved in the process, including escalation procedures. Additionally, the model should include timescales and thresholds for the completion of actions, ensuring that the change is implemented within a specified timeframe. The inclusion of complaints procedures is not necessary for a change process model. Therefore, the correct answer is 1,2 and 3 only.

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  • 10. 

    Which of the following BEST describes a Change Authority?

    • A.

      The Change Advisory Board

    • B.

      A person that provides formal authorisation for a particular type of change.

    • C.

      A role, person or a group of people that provides formal authorisation for a particular type of change.

    • D.

      The Change Manager who provides formal authorisation for each change

    Correct Answer
    C. A role, person or a group of people that provides formal authorisation for a particular type of change.
    Explanation
    A Change Authority is a role, person, or group of people that provides formal authorization for a particular type of change. This means that they have the power to approve or reject changes based on their expertise and knowledge of the change's impact on the organization. They ensure that changes are properly evaluated and authorized before implementation, which helps to maintain control and minimize risks associated with changes.

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  • 11. 

    Which of these would fall outside the scope of a typical service change management process

    • A.

      A change to a contract with a supplier

    • B.

      A firmware upgrade to a server that is only used for IT Service Continuity purposes

    • C.

      An urgent need to replace a CPU to restore a service during an incident

    • D.

      A change to a business process that depends on IT Services

    Correct Answer
    D. A change to a business process that depends on IT Services
    Explanation
    A change to a business process that depends on IT Services would not fall outside the scope of a typical service change management process. This is because any change that affects the business process, even if it depends on IT services, would typically be included in the change management process to ensure that it is properly planned, tested, and implemented to minimize any potential risks or disruptions to the business operations.

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  • 12. 

    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

    Correct Answer
    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
    Explanation
    The aim of Release and Deployment Management is to build, test, and deliver the capability to provide the services specified by Service Design. This includes ensuring that the delivered services meet the stakeholders' requirements and achieve the intended objectives.

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  • 13. 

    Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1. Assessing the impact and cause of Incidents and Problems 2. Assessing the impact of proposed Changes 3. Planning and designing a Change to an existing service 4. Planning a technology refresh or software upgrade

    • A.

      1 and 2 only

    • B.

      All of the above

    • C.

      1, 2 and 4 only

    • D.

      1, 3 and 4 only

    Correct Answer
    B. All of the above
    Explanation
    Recording relationships between Configuration Items (CIs) helps in assessing the impact and cause of Incidents and Problems, as it allows for tracing the dependencies between different CIs. It also assists in assessing the impact of proposed Changes, as it helps identify which CIs will be affected by the change. Additionally, recording relationships between CIs aids in planning and designing a Change to an existing service by understanding the dependencies and potential impacts on other CIs. Finally, it supports planning a technology refresh or software upgrade by providing insights into the relationships between CIs and ensuring that all necessary components are considered.

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  • 14. 

    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

    Correct Answer
    B. A Release Package
    Explanation
    A Release Package is a structured set of Release units that can be defined within it. It is a collection of software, hardware, documentation, and other components that are tested and deployed together as a single release. This package includes all the necessary information and resources required for the successful deployment of the release. By defining a Release Package, organizations can ensure that all necessary components are included and properly managed during the release process.

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  • 15. 

    Which of these is the BEST description of a release unit?

    • A.

      The portion of a service or IT infrastructure that is normally released together

    • B.

      The smallest part of a service or IT infrastructure that can be independently changed

    • C.

      The portion of a service or IT infrastructure that is changed by a particular release

    • D.

      A metric for measuring the effectiveness of the Release and Deployment Management process

    Correct Answer
    A. The portion of a service or IT infrastructure that is normally released together
    Explanation
    A release unit refers to the portion of a service or IT infrastructure that is typically released together. This means that when changes or updates are made to a service or IT infrastructure, they are bundled together and released as a single unit. This ensures that all the necessary components and dependencies are included in the release, minimizing the risk of compatibility issues or disruptions. By releasing the entire portion together, it allows for easier management and tracking of changes, as well as ensuring that the release is cohesive and functions properly as a whole.

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  • 16. 

    Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?

    • A.

      The Change Management Process Owner

    • B.

      The Change Advisory Board (CAB)

    • C.

      The Service Owner

    • D.

      The Continual Service Improvement Manager

    Correct Answer
    A. The Change Management Process Owner
    Explanation
    The Change Management Process Owner is responsible for defining Key Performance Indicators (KPIs) for Change Management. This role is responsible for overseeing the entire change management process, including defining and implementing the necessary metrics to measure the success and effectiveness of the process. They have the knowledge and expertise to identify the most relevant KPIs that align with the goals and objectives of the change management process.

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  • 17. 

    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

    Correct Answer
    A. Early Life Support
    Explanation
    Early Life Support provides resources to resolve operational and support issues during Release and Deployment. This means that Early Life Support is responsible for assisting with any issues that arise after a release has been deployed, ensuring that the system is functioning properly and addressing any operational or support-related concerns.

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  • 18. 

    Which is the BEST definition of a Configuration Item (CI)?

    • A.

      An item of hardware or software registered in the asset database

    • B.

      A collection of information used to describe a hardware or software item

    • C.

      An asset, service component or other item that is, or will be, under the control of Configuration Management

    • D.

      Information recorded by the Service Desk when an Incident is reported

    Correct Answer
    C. An asset, service component or other item that is, or will be, under the control of Configuration Management
    Explanation
    A Configuration Item (CI) refers to an asset, service component, or any other item that is currently or will be managed by Configuration Management. This definition emphasizes that a CI is not limited to just hardware or software but can include any item that is within the control of Configuration Management.

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  • 19. 

    Which of the following is an objective of Release and Deployment Management?

    • A.

      To standardize methods and procedures used for efficient and prompt handling of all Changes

    • B.

      To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

    • C.

      To ensure that overall business risk of Change is optimized

    • D.

      To define and agree release and deployment plans with customers and stakeholders

    Correct Answer
    D. To define and agree release and deployment plans with customers and stakeholders
    Explanation
    The objective of Release and Deployment Management is to define and agree release and deployment plans with customers and stakeholders. This involves working closely with the customers and stakeholders to understand their requirements and expectations for the release and deployment of a new or changed service. By defining and agreeing on the plans, it ensures that everyone is on the same page and that the release and deployment process is aligned with the needs of the customers and stakeholders. This helps to minimize any potential disruptions or issues during the release and deployment of the service.

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  • 20. 

    Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

    • A.

      Service level requests

    • B.

      Changes and Releases

    • C.

      Password resets

    • D.

      Incidents and Problems

    Correct Answer
    B. Changes and Releases
    Explanation
    Effective Service Transition can significantly improve a service provider's ability to handle high volumes of changes and releases. Service Transition is a phase in the ITIL (Information Technology Infrastructure Library) framework that focuses on the smooth transition of new or changed services into the live environment. By implementing effective service transition processes, organizations can ensure that changes and releases are properly planned, tested, and deployed, reducing the risk of disruptions and improving the overall stability and reliability of the services. This enables the service provider to handle a large number of changes and releases efficiently and effectively.

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  • 21. 

    Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

    • A.

      Service Transition

    • B.

      Risk Management

    • C.

      IT Service Continuity Management

    • D.

      Availability Management

    Correct Answer
    A. Service Transition
    Explanation
    Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through Service Transition. Service Transition is the phase in the service lifecycle that focuses on transitioning new or changed services into operation. It ensures that the changes are implemented smoothly and effectively, minimizing risks and disruptions to the business. By effectively managing risks and ensuring compliance with governance requirements, Service Transition adds business value by reducing the likelihood of service disruptions and ensuring the successful implementation of changes.

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  • 22. 

    Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

    • A.

      Remediation Planning

    • B.

      Categorization

    • C.

      Prioritization

    • D.

      Review and Close

    Correct Answer
    A. Remediation Planning
    Explanation
    Remediation planning is the stage of the Change Management process that deals with what should be done if the change is unsuccessful. This stage involves identifying the issues or problems that arose during the change implementation and developing a plan to address and resolve them. It may involve revisiting the initial change plan, making adjustments, and implementing corrective actions to ensure the desired outcomes are achieved. This stage is crucial in ensuring that any negative impacts or consequences of the unsuccessful change are minimized, and the organization can quickly recover and move forward.

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  • 23. 

    Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

    • A.

      Service Level Management

    • B.

      Change Management

    • C.

      Incident Management

    • D.

      Service Asset and Configuration Management

    Correct Answer
    D. Service Asset and Configuration Management
    Explanation
    Service Asset and Configuration Management is responsible for controlling, recording, and reporting on versions, attributes, and relationships relating to components of the IT infrastructure. This process ensures that accurate and up-to-date information about the configuration items (CIs) is maintained, including their relationships and dependencies. It helps in managing the configuration baseline, tracking changes, and ensuring that the correct versions of components are deployed and used.

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  • 24. 

    What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

    • A.

      Configuration Baseline

    • B.

      Project Baseline

    • C.

      Change Baseline

    • D.

      Asset Baseline

    Correct Answer
    A. Configuration Baseline
    Explanation
    A configuration baseline captures the structure, contents, and details of the infrastructure. It represents a set of items that are related to each other, providing a reference point for future changes and ensuring consistency and stability in the configuration of the system. This baseline includes information such as hardware and software configurations, network settings, and system documentation. It helps in identifying and managing changes, ensuring that the system remains in a known and controlled state.

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  • 25. 

    Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control

    • A.

      1 only

    • B.

      2 only

    • C.

      Both of the above

    • D.

      Neither of the above

    Correct Answer
    C. Both of the above
    Explanation
    A Configuration Item (CI) can exist as part of any number of other CIs at the same time. This means that a single CI can be linked to multiple other CIs, allowing for a more complex and interconnected configuration management system.

    Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control. This means that when determining the level at which to manage and control CIs, it is important to consider the need for easy access to information while also maintaining an appropriate level of control and governance over the configuration items.

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  • 26. 

    Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

    • A.

      Describes the topography of the hardware

    • B.

      Describes how the Configuration Items (CIs) work together to deliver the services

    • C.

      Defines which software should be installed on a particular piece of hardware

    • D.

      Defines how version numbers should be used in a release

    Correct Answer
    B. Describes how the Configuration Items (CIs) work together to deliver the services
    Explanation
    The BEST description of a relationship in Service Asset and Configuration Management is how the Configuration Items (CIs) work together to deliver the services. This means that the relationship focuses on understanding how the different components of the configuration interact and collaborate to provide the desired services. It involves identifying dependencies, dependencies, and relationships between CIs to ensure the smooth functioning of the services.

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  • 27. 

    What is the name of the area where the definitive authorised versions of all media Configuration Items(CIs) are stored and protected?

    • A.

      Definitive Media Library

    • B.

      Definitive Software Store

    • C.

      Service Knowledge Management System

    • D.

      Software Secure Library

    Correct Answer
    A. Definitive Media Library
    Explanation
    The correct answer is Definitive Media Library. The Definitive Media Library is the area where the authorized versions of all media Configuration Items (CIs) are stored and protected. This library ensures that the organization has a single source of truth for all media CIs and helps in maintaining consistency and integrity of the media assets. It serves as a central repository for storing, managing, and controlling the release and distribution of media CIs.

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  • 28. 

    Which model delivers a view of the services, assets and infrastructure?

    • A.

      Incident Model

    • B.

      Problem Model

    • C.

      Configuration Model

    • D.

      Change Model

    Correct Answer
    C. Configuration Model
    Explanation
    The Configuration Model delivers a view of the services, assets, and infrastructure. This model provides information about the configuration items (CIs) in an organization's IT infrastructure, including their relationships and dependencies. It helps to understand the current state of the IT environment, track changes, and ensure that the configuration items are properly managed and maintained. The Configuration Model is essential for effective IT service management and supports other processes such as incident management, problem management, and change management.

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  • 29. 

    Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

    • A.

      The Asset Register

    • B.

      The Service Knowledge Management System

    • C.

      The Known Error Database

    • D.

      The Information Management System

    Correct Answer
    B. The Service Knowledge Management System
    Explanation
    The Service Knowledge Management System (SKMS) is a larger entity that encompasses both Configuration Management Databases (CMDBs) and the Configuration Management System (CMS). The SKMS is responsible for storing, managing, and providing access to all knowledge and information related to the services provided by an organization. It includes various databases and systems, such as CMDBs and CMS, which are used to manage and track configuration items and their relationships. Therefore, the correct answer is the Service Knowledge Management System.

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  • 30. 

    "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

    • A.

      Service Operation

    • B.

      Service Strategy

    • C.

      Service Transition

    • D.

      Continual Service Improvement

    Correct Answer
    C. Service Transition
    Explanation
    Service Transition is the correct answer because it focuses on the planning and managing of resources required to deploy a release into production. This phase of the Service Lifecycle is responsible for ensuring that new or changed services are successfully transitioned into the live environment, including activities such as testing, training, and deployment planning. Service Transition also aims to minimize any disruptions or negative impacts on the business during the release process.

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  • 31. 

    Which of the following statements is INCORRECT?

    • A.

      The SKMS is part of the Configuration Management System (CMS)

    • B.

      The SKMS can include data on the performance of the organization

    • C.

      The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

    • D.

      The SKMS can include user skill levels

    Correct Answer
    A. The SKMS is part of the Configuration Management System (CMS)
    Explanation
    The correct answer is "The SKMS is part of the Configuration Management System (CMS)". This statement is incorrect because the SKMS (Service Knowledge Management System) is not part of the Configuration Management System (CMS). The SKMS is a separate system that includes Configuration Management Databases (CMDB) as well as other data on the performance of the organization and user skill levels.

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  • 32. 

    The group that authorizes changes that must be installed faster than the normal process is called the?

    • A.

      Emergency CAB (ECAB)

    • B.

      Urgent Change Authority (UCA)

    • C.

      Urgent Change Board (UCB)

    • D.

      CAB Emergency Committee (CAB/EC)

    Correct Answer
    A. Emergency CAB (ECAB)
    Explanation
    The correct answer is Emergency CAB (ECAB). The ECAB is a group that authorizes changes that need to be installed faster than the normal process. It is specifically designed to handle urgent situations and ensure that changes are implemented quickly and efficiently.

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  • 33. 

    Which of the following statements is INCORRECT?

    • A.

      The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

    • B.

      The SKMS is part of the Configuration Management System (CMS)

    • C.

      The SKMS can include data on the performance of the organization

    • D.

      The SKMS can include user skill levels

    Correct Answer
    B. The SKMS is part of the Configuration Management System (CMS)
    Explanation
    The SKMS is not part of the Configuration Management System (CMS). The SKMS is a separate system that includes Configuration Management Databases (CMDB), data on the performance of the organization, and user skill levels.

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  • 34. 

    Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

    • A.

      Services and Infrastructure

    • B.

      Applications and Infrastructure

    • C.

      Resources and Capabilities

    • D.

      Utility and Warranty

    Correct Answer
    C. Resources and Capabilities
    Explanation
    The major types of Service Assets are Resources and Capabilities. Resources refer to the inputs required to deliver services, such as people, information, and technology. Capabilities, on the other hand, are the organization's ability to coordinate and utilize these resources effectively to deliver value to customers. Together, resources and capabilities enable the creation of value through the delivery of services. Services and Infrastructure, Applications and Infrastructure, and Utility and Warranty are not the major types of Service Assets.

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  • 35. 

    Effective release and deployment management enables the service provider to add value to the business by?

    • A.

      Ensuring that all assets are accounted for

    • B.

      Ensures that the fastest servers are purchased

    • C.

      Delivering change, faster and at optimum cost and minimized risk

    • D.

      Verifying the accuracy of all items in the configuration management database

    Correct Answer
    C. Delivering change, faster and at optimum cost and minimized risk
    Explanation
    Effective release and deployment management is crucial for a service provider to add value to the business by delivering change faster, at an optimum cost, and with minimized risk. This means that the service provider can efficiently implement and roll out changes to the system or service, ensuring that they are delivered promptly, cost-effectively, and without causing any significant disruptions or risks to the business operations. This helps in maintaining a competitive edge, meeting customer demands, and driving business growth.

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  • 36. 

    Which of the following combinations covers all the roles in Service Asset and Configuration Management?

    • A.

      Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

    • B.

      Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

    • C.

      Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

    • D.

      Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

    Correct Answer
    B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
    Explanation
    The correct answer includes all the roles necessary for Service Asset and Configuration Management. The Configuration Administrator/Librarian is responsible for managing the configuration items and maintaining the configuration management database (CMDB). The Service Asset Manager is responsible for managing the assets and their relationships to services. The Configuration Manager oversees the overall configuration management process. The Configuration Analyst analyzes and verifies the configuration data. The Configuration Control Board is responsible for making decisions regarding changes to the configuration items. The CMS/Tools Administrator manages the configuration management tools and the CMDB.

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  • 37. 

    What is the entry point or the first level of the V model?

    • A.

      Service Solution

    • B.

      Customer / Business Needs

    • C.

      Service Release

    • D.

      Service Requirements

    Correct Answer
    B. Customer / Business Needs
    Explanation
    The entry point or the first level of the V model is the understanding of the Customer / Business Needs. This is where the project starts by identifying and analyzing the requirements and expectations of the customer or business. It involves gathering information about their needs, goals, and objectives, and using that information to define the scope and direction of the project. This initial stage sets the foundation for the rest of the V model, as it guides the development of the service requirements, service solution, and ultimately the service release.

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  • 38. 

    Service Acceptance criteria are used to?

    • A.

      Ensure the design stage of the Lifecycle

    • B.

      Ensure Portfolio Management is in place

    • C.

      Ensure delivery and support of a service

    • D.

      Ensure service Key Performance Indicators (KPIs) are reported

    Correct Answer
    C. Ensure delivery and support of a service
    Explanation
    Service Acceptance criteria are used to ensure the delivery and support of a service. These criteria outline the specific requirements and expectations that must be met in order for a service to be accepted and considered successful. By defining these criteria, organizations can ensure that the service meets the necessary standards and is able to effectively deliver the desired outcomes. This helps to ensure that the service is reliable, efficient, and meets the needs of the users.

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  • 39. 

    Effective release and deployment management enables the service provider to add value to the business by?

    • A.

      Ensures that the fastest servers are purchased

    • B.

      Delivering change, faster and at optimum cost and minimized risk

    • C.

      Verifying the accuracy of all items in the configuration management database

    • D.

      Ensuring that all assets are accounted for

    Correct Answer
    B. Delivering change, faster and at optimum cost and minimized risk
    Explanation
    Effective release and deployment management enables the service provider to deliver change faster, meaning that they can implement updates and improvements to the system more efficiently. This helps to keep the business competitive and responsive to customer needs. Additionally, by optimizing costs, the service provider can ensure that resources are used effectively and efficiently. Minimizing risk is also crucial as it helps to prevent any potential disruptions or negative impacts on the system, ensuring a smooth transition during the release and deployment process.

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  • 40. 

    Which of the following is NOT an aim of the Change Management process?

    • A.

      Overall business riskisoptimised

    • B.

      Standardised methods and procedures are used for efficient and prompt handling of all Changes

    • C.

      All budgets and expenditures are accounted for

    • D.

      All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

    Correct Answer
    C. All budgets and expenditures are accounted for
    Explanation
    The aim of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes. It also aims to record all changes to Service Assets and Configuration Items (CIs) in the Configuration Management system. Additionally, the aim is to optimize overall business risk. However, the process does not specifically aim to account for all budgets and expenditures.

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  • 41. 

    How does Problem Management work with Change Management?

    • A.

      By installing changes to fix problems

    • B.

      By negotiating with Incident Management for changes in IT for Problem resolution

    • C.

      By issuing RFCs for permanent solutions

    • D.

      By working with users to change their IT configurations

    Correct Answer
    C. By issuing RFCs for permanent solutions
    Explanation
    Problem Management works with Change Management by issuing Request for Change (RFCs) for permanent solutions. This means that when a problem is identified, Problem Management analyzes the root cause and determines the necessary changes to prevent the problem from recurring. These changes are then documented in RFCs and submitted to Change Management for evaluation and implementation. By following this process, Problem Management ensures that permanent solutions are implemented through the proper change control procedures, minimizing the impact of problems on the IT environment.

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  • 42. 

    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 change that is made as the result of an audit

    • D.

      A pre-authorised change that has an accepted and established procedure

    Correct Answer
    D. A pre-authorised change that has an accepted and established procedure
    Explanation
    A Standard Change refers to a pre-authorized change that has an accepted and established procedure. This means that the change has already been approved and there is a well-defined process in place for implementing it. This type of change is typically low risk and frequently occurring, making it easier to manage and execute.

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  • 43. 

    The group that authorizes changes that must be installed faster than the normal process is called the?

    • A.

      Urgent Change Board (UCB)

    • B.

      CAB Emergency Committee (CAB/EC)

    • C.

      Emergency CAB (ECAB)

    • D.

      Urgent Change Authority (UCA)

    Correct Answer
    C. Emergency CAB (ECAB)
    Explanation
    The group that authorizes changes that must be installed faster than the normal process is called the Emergency CAB (ECAB). This group is responsible for reviewing and approving urgent changes that need to be implemented quickly to address critical issues or emergencies. They have the authority to expedite the change management process and ensure that necessary changes are made promptly to minimize any potential disruption or impact on the organization.

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  • 44. 

    The group that authorizes changes that must be installed faster than the normal process is called the?

    • A.

      CAB Emergency Committee (CAB/EC)

    • B.

      Emergency CAB (ECAB)

    • C.

      Urgent Change Board (UCB)

    • D.

      Urgent Change Authority (UCA)

    Correct Answer
    B. Emergency CAB (ECAB)
    Explanation
    The group that authorizes changes that must be installed faster than the normal process is called the Emergency CAB (ECAB). This group is responsible for reviewing and approving urgent changes that need to be implemented quickly due to critical situations or emergencies. They have the authority to bypass the normal change management process and expedite the installation of necessary changes to minimize any potential negative impact on the business operations.

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