Prepare For The IT Infrastructure Library Exam

44 Questions | Total Attempts: 398

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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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

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