ITIL Foundation V3 1

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ITIL V3 Quizzes & Trivia

Sample quiz based on experience from exam questions. ITIL is a registered trademark owned by OGC.


Questions and Answers
  • 1. 

    Which of the following are characteristics of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It delivers its primary results to a customer or stakeholder 

    • A.

      A) 1, 2, and 3 only

    • B.

      B) 1, 2, and 4 only

    • C.

      C) 1, 3, and 4 only

    • D.

      D) All of the above

    Correct Answer
    C. C) 1, 3, and 4 only
    Explanation
    Timely nav precīzs procesa mērījums

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  • 2. 

    Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process 

    • A.

      A) 2 only

    • B.

      B) 1 only

    • C.

      C) Both of the above

    • D.

      D) Neither of the above

    Correct Answer
    B. B) 1 only
    Explanation
    Kā runāts kursa ietvaros, Service Desk nebūt nav vienmēr Incident management procesa īpašnieks. Incident Management procesa īpašnieks ir Incident Manager

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  • 3. 

    Facilities Management refers to:

    • A.

      A) The Management of IT services that are viewed as "utilities", such as printers or network access

    • B.

      B) Advice and guidance to IT Operations on methodology and tools for managing IT Services

    • C.

      C) The Management of the physical IT environment such as a Data Center

    • D.

      D) The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure

    Correct Answer
    C. C) The Management of the physical IT environment such as a Data Center
    Explanation
    Facilities Management refers to the management of the physical IT environment such as a Data Center. This includes overseeing the maintenance, security, and operations of the physical infrastructure that houses the IT equipment and systems. It involves tasks like ensuring proper cooling and power supply, monitoring environmental conditions, managing physical access controls, and coordinating with vendors for repairs and maintenance. This role is crucial in ensuring the smooth and efficient functioning of the IT infrastructure and minimizing downtime or disruptions.

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  • 4. 

    Which of the following statements is CORRECT? An Incident occurs when…  1. A user is unable to access a service during service hours 2. An authorised IT staff member is unable to access a service during service hours 3. A network segment fails and the user is not aware of any disruption to service 4. A user contacts the Service Desk about slow performance of an application 

    • A.

      A) All of the above

    • B.

      B) 1 and 4 only

    • C.

      C) 2 and 3 only

    • D.

      D) None of the above

    Correct Answer
    A. A) All of the above
    Explanation
    The correct answer is "All of the above" because all four statements describe different scenarios in which an incident can occur. In statement 1, a user is unable to access a service during service hours, which can be considered an incident. In statement 2, an authorized IT staff member being unable to access a service during service hours can also be considered an incident. In statement 3, a network segment failing without the user being aware of any disruption to service can still be classified as an incident. Finally, in statement 4, a user contacting the Service Desk about slow performance of an application is another example of an incident. Therefore, all four statements correctly describe situations that can be classified as incidents.

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  • 5. 

    Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware design 2. Environmental design 3. Process design 4. Software design 

    • A.

      A) 1, 3 and 4 only

    • B.

      B) 1, 2 and 3 only

    • C.

      C) All of the above

    • D.

      D) 2, 3 and 4 only

    Correct Answer
    C. C) All of the above
    Explanation
    Technology can support all of the mentioned areas during the Service Design phase of the Lifecycle.
    1. Hardware design: Technology can be used to design and develop the hardware components required for the service.
    2. Environmental design: Technology can be used to design and implement environmental monitoring systems or control systems.
    3. Process design: Technology can be used to automate and streamline processes, improving efficiency and effectiveness.
    4. Software design: Technology plays a crucial role in designing and developing software applications and systems that support the service.

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  • 6. 

    Which of the following would NOT be stored in the Definitive Media Library (DML)? 

    • A.

      A) Master copies of software

    • B.

      B) Backups of application data

    • C.

      C) Software licences

    • D.

      D) Master copies of controlled documentation

    Correct Answer
    B. B) Backups of application data
    Explanation
    Backups of application data would not be stored in the Definitive Media Library (DML) because the DML is specifically designed to store master copies of software, software licenses, and master copies of controlled documentation. Backups of application data are typically stored separately in a backup system or storage solution to ensure data recovery in case of system failures or data loss.

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  • 7. 

    The priority of an Incident is BEST described as: 

    • A.

      A) The relative importance of the Incident based on impact and urgency

    • B.

      B) The speed with which the Incident needs to be resolved

    • C.

      C) The number of staff that will be assigned to work on the Incident so that it is resolved in time

    • D.

      D) The escalation path that will be followed to ensure resolution of the Incident

    Correct Answer
    A. A) The relative importance of the Incident based on impact and urgency
    Explanation
    The priority of an Incident is best described as the relative importance of the Incident based on its impact and urgency. This means that the priority is determined by how much the Incident affects the business or its users and how quickly it needs to be resolved. It is not based on the speed of resolution, the number of staff assigned to it, or the escalation path followed.

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  • 8. 

    Which of the following is a benefit of using Service Design tools? 

    • A.

      A) To help ensure that standards and conventions are followed

    • B.

      B) To help ensure that Events are detected as quickly as possible

    • C.

      C) To help enable different applications to work together

    • D.

      D) To help implement architectures that support the business strategy

    Correct Answer
    A. A) To help ensure that standards and conventions are followed
    Explanation
    Service Design tools are used to help ensure that standards and conventions are followed. These tools provide a structured approach to designing and implementing services, making it easier to adhere to established standards and conventions. By using these tools, organizations can ensure consistency and efficiency in their service delivery, leading to improved customer satisfaction and better overall performance.

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  • 9. 

    Which of the following statements are CORRECT? Service Transition provides guidance on… 1. Moving new and changed services into production 2. Testing 3. The transfer of services to or from an external service provider 

    • A.

      A) 1 and 2 only

    • B.

      B) 1 only

    • C.

      C) All of the above

    • D.

      D) 1 and 3 only

    Correct Answer
    C. C) All of the above
    Explanation
    Service Transition provides guidance on moving new and changed services into production, testing, and the transfer of services to or from an external service provider.

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  • 10. 

    The MAIN goal of Availability Management is: 

    • A.

      A) To monitor and report availability of services and components

    • B.

      B) To ensure that all targets in Service Level Agreements (SLAs) are met

    • C.

      C) To guarantee availability levels for services and components

    • D.

      D) To ensure that service availability matches or exceeds the agreed needs of the business

    Correct Answer
    D. D) To ensure that service availability matches or exceeds the agreed needs of the business
    Explanation
    The main goal of Availability Management is to ensure that service availability matches or exceeds the agreed needs of the business. This means that the availability of services and components should be at a level that meets the requirements and expectations of the business. It involves monitoring and reporting on the availability of services and components, but the ultimate objective is to ensure that the availability aligns with the needs of the business as defined in the Service Level Agreements (SLAs).

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  • 11. 

    Which of the following is the CORRECT description of the Four Ps of Service Design? 

    • A.

      A) A four step process for the design of effective Service Management

    • B.

      B) A definition of the people and products required for successful design

    • C.

      C) A set of questions that should be asked when reviewing design specifications

    • D.

      D) The four major areas that need to be considered in the design of effective Service Management

    Correct Answer
    D. D) The four major areas that need to be considered in the design of effective Service Management
    Explanation
    The Four Ps of Service Design refers to the four major areas that need to be considered in the design of effective Service Management. This includes the people involved in the service, the processes and procedures that need to be followed, the products or technology used to deliver the service, and the physical evidence or environment in which the service is provided. These four areas are crucial in ensuring that the service is designed and delivered in a way that meets the needs and expectations of the customers.

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  • 12. 

    What is the role of the Emergency Change Advisory Board (ECAB)? 

    • A.

      A) To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods

    • B.

      B) To assist the Change Manager by implementing Emergency Changes

    • C.

      C) To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved

    • D.

      D) To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur

    Correct Answer
    C. C) To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved
    Explanation
    The role of the Emergency Change Advisory Board (ECAB) is to assist the Change Manager in evaluating Emergency Changes and deciding whether the Change should be approved. This means that the ECAB plays a crucial role in assessing the impact and risks of Emergency Changes and determining whether they should be implemented. They provide an additional level of review and decision-making to ensure that Emergency Changes are properly evaluated before being approved or rejected.

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  • 13. 

    What is the RACI model used for? 

    • A.

      A) Documenting the roles and relationships of stakeholders in a process or activity

    • B.

      B) Defining requirements for a new service or process

    • C.

      C) Analysing the business impact of an Incident

    • D.

      D) Creating a Balanced Scorecard showing the overall status of service management

    Correct Answer
    A. A) Documenting the roles and relationships of stakeholders in a process or activity
    Explanation
    The RACI model is used for documenting the roles and relationships of stakeholders in a process or activity. It helps to clarify who is Responsible, Accountable, Consulted, and Informed for each task or decision within a project or process. This model ensures that everyone involved understands their responsibilities and the level of involvement required from each stakeholder. It helps to prevent confusion, improve communication, and ensure that tasks are completed efficiently and effectively.

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  • 14. 

    Which of the following roles is responsible for identifying opportunities for improvement?  1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner 

    • A.

      A) 1 and 2 only

    • B.

      B) 1 and 3 only

    • C.

      C) All of the above

    • D.

      D) 2 and 3 only

    Correct Answer
    C. C) All of the above
    Explanation
    All of the given roles - Service Owner, Continual Service Improvement (CSI) Manager, and Process Owner - are responsible for identifying opportunities for improvement. The Service Owner is responsible for ensuring that services are aligned with business needs and identifying areas where improvements can be made. The CSI Manager is specifically dedicated to driving continual improvement within the organization. The Process Owner is responsible for the design, implementation, and improvement of a specific process, and therefore plays a key role in identifying opportunities for improvement within that process. Therefore, all three roles have a responsibility to identify opportunities for improvement.

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  • 15. 

    What does "Warranty of a service" mean? 

    • A.

      A) The service is fit for purpose

    • B.

      B) There will be no failures in applications and infrastructure associated with the service

    • C.

      C) All service-related problems are fixed free of charge for a certain period of time

    • D.

      D) Customers are assured of certain levels of availability, capacity, continuity and security

    Correct Answer
    D. D) Customers are assured of certain levels of availability, capacity, continuity and security
    Explanation
    Warranty of a service means that customers are guaranteed certain levels of availability, capacity, continuity, and security. This means that the service provider ensures that the service will be available, have sufficient capacity to meet the customer's needs, operate without interruptions or disruptions, and have appropriate security measures in place to protect customer data and systems.

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  • 16. 

    The wording of an SLA should be: 

    • A.

      A) In technical language to ensure that it fully reflects the details of the service to be provided

    • B.

      B) In legal language to ensure that all terms are fully defined and unambiguous

    • C.

      C) Clear and concise and leave no room for ambiguity so everyone can understand it

    • D.

      D) In both legal and technical language to cover the needs of the business and the service provider

    Correct Answer
    C. C) Clear and concise and leave no room for ambiguity so everyone can understand it
    Explanation
    The wording of an SLA should be clear and concise to ensure that there is no room for ambiguity. This is important so that everyone involved can easily understand the terms and conditions of the service agreement. If the language used is too technical or legal, it may be difficult for non-experts to comprehend. Therefore, the SLA should be written in a way that is easily understandable by all parties involved.

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  • 17. 

    Which of the following activities are included in Access Management?  1. Verifying the identity of users requesting access to services 2. Setting the rights or privileges of systems to allow access to authorized users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to 

    • A.

      A) 2 and 4 only

    • B.

      B) 1 and 3 only

    • C.

      C) 2 and 3 only

    • D.

      D) 1 and 2 only

    Correct Answer
    D. D) 1 and 2 only
    Explanation
    The correct answer is d) 1 and 2 only. Access Management includes verifying the identity of users requesting access to services, ensuring that only authorized users are granted access. It also involves setting the rights or privileges of systems to allow access to authorized users, ensuring that they have the necessary permissions to use the systems. Defining security policies for system access and monitoring the availability of systems are not directly related to Access Management.

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  • 18. 

    Which of the following is a Service Owner responsible for? 

    • A.

      A) Continual Improvement of the service

    • B.

      B) Designing and documenting a service

    • C.

      C) Carrying out the Service Operations activities needed to support a service

    • D.

      D) Producing a Balanced Scorecard showing the overall status of all services

    Correct Answer
    A. A) Continual Improvement of the service
    Explanation
    The Service Owner is responsible for the continual improvement of the service. This means they are in charge of identifying areas for improvement, implementing changes, and monitoring the effectiveness of the service. They work closely with stakeholders to gather feedback and make necessary adjustments to enhance the service's quality and efficiency. The Service Owner plays a crucial role in ensuring that the service meets the evolving needs and expectations of the customers.

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  • 19. 

    Which of the following statements is CORRECT?  1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity 

    • A.

      A) Both of the above

    • B.

      B) 1 only

    • C.

      C) 2 only

    • D.

      D) Neither of the above

    Correct Answer
    C. C) 2 only
    Explanation
    The correct answer is 2 only because accountability can be shared among multiple individuals, whereas responsibility is typically assigned to a single person. Accountability refers to the obligation to answer for the outcome of a task or activity, while responsibility refers to the duty to complete the task or activity. Therefore, it is possible for multiple people to be accountable for the same activity, but only one person can be responsible for it.

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  • 20. 

    Which of the following should a Service Catalogue contain? 

    • A.

      A) The version information of all software

    • B.

      B) The organisational structure of the company

    • C.

      C) Asset information

    • D.

      D) Details of all operational services

    Correct Answer
    D. D) Details of all operational services
    Explanation
    A Service Catalogue should contain details of all operational services. This is because a Service Catalogue is a comprehensive list of all the services provided by an organization, including information about each service such as its description, availability, pricing, service level agreements, and any dependencies. It helps to ensure transparency and clarity in the services offered to customers and stakeholders. Including version information of all software, the organizational structure of the company, and asset information may be relevant in other contexts but are not specifically related to the content of a Service Catalogue.

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  • 21. 

    Which of the following is the CORRECT description of the Four Ps of Service Design? 

    • A.

      A) A four step process for the design of effective service management

    • B.

      B) A definition of the people and products required for successful design

    • C.

      C) The four major areas that need to be considered in the design of effective Service Management

    • D.

      D) A set of questions that should be asked when reviewing design specifications

    Correct Answer
    C. C) The four major areas that need to be considered in the design of effective Service Management
    Explanation
    The Four Ps of Service Design refer to the four major areas that need to be considered in the design of effective Service Management. This means that when designing a service, these four areas should be taken into account to ensure its effectiveness. The Four Ps stand for People, Products, Processes, and Partnerships. People refers to the individuals involved in the service, both customers and employees. Products refers to the tangible and intangible elements of the service. Processes refers to the workflows and procedures involved in delivering the service. Partnerships refers to the collaborations and relationships with other organizations or stakeholders.

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  • 22. 

    Which is the first activity of the Continual Service Improvement (CSI) model? 

    • A.

      A) Assess the current business situation

    • B.

      B) Carry out a baseline assessment to understand the current situation

    • C.

      C) Agree on priorities for improvement

    • D.

      D) Create and verify a plan

    Correct Answer
    B. B) Carry out a baseline assessment to understand the current situation
    Explanation
    The first activity of the Continual Service Improvement (CSI) model is to carry out a baseline assessment to understand the current situation. This involves gathering data and information about the current state of the organization's services, processes, and performance. By conducting this assessment, organizations can identify areas for improvement and establish a benchmark against which progress can be measured. This activity sets the foundation for the rest of the CSI model, as it provides a clear understanding of the starting point and helps in determining the priorities for improvement.

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  • 23. 

    Defining the functional requirements for a new service is part of: 

    • A.

      A) Service Operation: Application Management

    • B.

      B) Service Strategy: Service Portfolio Management

    • C.

      C) Service Design: Design the technology architecture

    • D.

      D) Service Design: Design the service solutions

    Correct Answer
    D. D) Service Design: Design the service solutions
    Explanation
    Defining the functional requirements for a new service is part of the Service Design phase. During this phase, the focus is on designing the service solutions, which includes determining the specific functionality and features that the service should have. This involves understanding the needs and requirements of the stakeholders and translating them into clear and detailed functional requirements that will guide the development and implementation of the service. Therefore, option d) Service Design: Design the service solutions is the correct answer.

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  • 24. 

    Which of the following BEST describes a Workaround? 

    • A.

      A) A technician uses a pre-defined technique to restore service, as this Incident has been seen before

    • B.

      B) A technician tries several approaches to solve an Incident. One of them works, although he does not know why

    • C.

      C) After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved

    • D.

      D) A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the Incident

    Correct Answer
    A. A) A technician uses a pre-defined technique to restore service, as this Incident has been seen before
    Explanation
    A workaround refers to a temporary solution or alternative method that is used to restore service or resolve an incident. In this case, option a) describes a technician using a pre-defined technique to restore service, indicating that they have encountered a similar incident before and know how to address it. This aligns with the concept of a workaround as it involves using a known solution to resolve the issue temporarily.

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  • 25. 

    Operations Control refers to: 

    • A.

      A) The managers of the Technical and Applications Management functions

    • B.

      B) Overseeing the execution and monitoring of operational activities and Events

    • C.

      C) The tools used to monitor and display the status of the IT Infrastructure and Applications

    • D.

      D) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

    Correct Answer
    B. B) Overseeing the execution and monitoring of operational activities and Events
    Explanation
    Operations Control refers to overseeing the execution and monitoring of operational activities and events. This means that it involves supervising and ensuring that all operational tasks and events are carried out effectively and efficiently. It includes monitoring the progress of these activities, identifying any issues or problems, and taking appropriate actions to resolve them. Operations Control plays a crucial role in maintaining the smooth functioning of an organization's operations and ensuring that all activities are aligned with the organization's goals and objectives.

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  • 26. 

    The objective of Service Asset and Configuration Management is most accurately described as: 

    • A.

      A) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximise their contribution to service levels

    • B.

      B) To manage service assets and CIs from an operational perspective

    • C.

      C) To ensure that assets and CIs deliver the business outcomes they were designed to achieve

    • D.

      D) To define and control the components of services and infrastructure and maintain accurate configuration records

    Correct Answer
    D. D) To define and control the components of services and infrastructure and maintain accurate configuration records
    Explanation
    The objective of Service Asset and Configuration Management is to define and control the components of services and infrastructure and maintain accurate configuration records. This involves identifying and documenting all configuration items, establishing baselines, and ensuring that changes to the configuration items are properly managed and controlled. By maintaining accurate configuration records, organizations can effectively manage and track their assets and infrastructure, which ultimately supports the delivery of reliable and high-quality services.

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  • 27. 

    Which of the following is NOT an example of a Service Request? 

    • A.

      A) A user calls the Service Desk to order a toner cartridge

    • B.

      B) A user calls the Service Desk because they would like to change the functionality of an application

    • C.

      C) A Manager submits a request for a new employee to be given access to an application

    • D.

      D) A user logs onto an internal web site to download a licensed copy of software from a list of approved options

    Correct Answer
    B. B) A user calls the Service Desk because they would like to change the functionality of an application
    Explanation
    The options a), c), and d) all involve requesting a service or action to be performed by the Service Desk. However, option b) is not a service request because it does not involve requesting a specific service or action. Instead, it is a request for a change in the functionality of an application, which would typically fall under the category of a change request or a problem ticket rather than a service request.

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  • 28. 

    Which of the following BEST describes a Workaround? 

    • A.

      A) A technician tries several approaches to solve an Incident. One of them works, although he does not know why

    • B.

      B) A technician uses a pre-defined technique to restore service as this Incident has been seen before

    • C.

      C) After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved

    • D.

      D) A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the Incident

    Correct Answer
    B. B) A technician uses a pre-defined technique to restore service as this Incident has been seen before
    Explanation
    A workaround refers to a temporary solution or alternative method used to restore service or functionality when facing an incident or problem. In this case, option b) describes a situation where a technician uses a pre-defined technique to restore service because they have encountered a similar incident before. This suggests that the technician is implementing a workaround to quickly resolve the issue based on their previous experience and knowledge of a successful solution.

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  • 29. 

    The 7 Step Improvement Process can BEST be described as? 

    • A.

      A) The Seven P's of Continual Service Improvement (CSI)

    • B.

      B) A service improvement methodology based on the Deming Cycle

    • C.

      C) A set of roles and responsibilities for managing service improvements

    • D.

      D) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

    Correct Answer
    D. D) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action
    Explanation
    The 7 Step Improvement Process is a systematic approach to improving services. It involves defining what needs to be measured, gathering relevant data, processing the data, and using it to identify areas for improvement and take corrective action. This process ensures that service improvements are based on objective data and helps organizations effectively monitor and enhance their service delivery.

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  • 30. 

    Which of the following activities is Service Level Management (SLM) responsible for? 

    • A.

      A) Designing the Configuration Management system from a business perspective

    • B.

      B) Creating technology metrics to align with customer needs

    • C.

      C) Discussing service achievements with customers

    • D.

      D) Training Service Desk staff how to deal with customer complaints about service

    Correct Answer
    C. C) Discussing service achievements with customers
    Explanation
    SLM is responsible for discussing service achievements with customers. This involves reviewing the performance of the services provided, analyzing any issues or concerns raised by customers, and communicating the progress and achievements of the service to ensure customer satisfaction. SLM acts as a bridge between the service provider and the customer, ensuring that the customer's expectations are met and any improvements or changes needed are addressed. It focuses on maintaining and improving the overall service quality and customer experience.

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  • 31. 

    Which of the following is NOT an objective of Service Operation? 

    • A.

      A) Thorough testing to ensure that services are designed to meet business needs

    • B.

      B) To deliver and manage IT services

    • C.

      C) To manage the technology used to deliver services

    • D.

      D) To monitor the performance of technology and processes

    Correct Answer
    A. A) Thorough testing to ensure that services are designed to meet business needs
    Explanation
    The objective of Service Operation is to deliver and manage IT services, manage the technology used to deliver services, and monitor the performance of technology and processes. Thorough testing to ensure that services are designed to meet business needs is not an objective of Service Operation.

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  • 32. 

    Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? 

    • A.

      A) Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources

    • B.

      B) Insourcing relies on external organisation(s) resources; outsourcing relies on internal resources

    • C.

      C) Insourcing relies on co-sourcing; outsourcing relies on partnerships

    • D.

      D) Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

    Correct Answer
    A. A) Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources
    Explanation
    Insourcing is a delivery model option that involves utilizing internal resources within an organization to perform certain tasks or functions. On the other hand, outsourcing is a delivery model option that involves delegating tasks or functions to external organizations or third-party providers. Therefore, option a) correctly defines insourcing as relying on internal resources and outsourcing as relying on external organization(s) resources.

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  • 33. 

    What is the purpose of the Request Fulfilment Process? 

    • A.

      A) Dealing with Service Requests from the users

    • B.

      B) Making sure all requests within an IT organisation are fulfilled

    • C.

      C) Ensuring fulfilment of Change Requests

    • D.

      D) Making sure the Service Level Agreement (SLA) is met

    Correct Answer
    A. A) Dealing with Service Requests from the users
    Explanation
    The purpose of the Request Fulfilment Process is to deal with service requests from the users. This means that it is responsible for handling and fulfilling any requests made by users for IT services. This process ensures that users' requests are addressed and resolved in a timely and efficient manner, helping to enhance customer satisfaction and meet their needs.

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  • 34. 

    The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met. The Service Level Manager is NOT responsible for? 

    • A.

      A) Negotiating and agreeing Operational Level Agreements (OLAs)

    • B.

      B) Ensuring that all non-operational service are recorded within the Service Catalogue

    • C.

      C) Negotiating and agreeing Service Level Agreements (SLAs)

    • D.

      D) Assisting with the production and maintenance of an accurate Service Catalogue

    Correct Answer
    B. B) Ensuring that all non-operational service are recorded within the Service Catalogue
    Explanation
    The Service Level Manager is responsible for negotiating and agreeing Operational Level Agreements (OLAs) and Service Level Agreements (SLAs), as well as assisting with the production and maintenance of an accurate Service Catalogue. However, they are not responsible for ensuring that all non-operational services are recorded within the Service Catalogue. This task may fall under the responsibility of another role, such as the Service Catalog Manager.

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  • 35. 

    Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?  1. Hardware design 2. Environmental design 3. Process design 4. Software design 

    • A.

      A) 1, 3 and 4 only

    • B.

      B) 1, 2 and 3 only

    • C.

      C) All of the above

    • D.

      D) 2, 3 and 4 only

    Correct Answer
    C. C) All of the above
    Explanation
    Technology would help support all of the areas mentioned during the Service Design phase of the Lifecycle. Hardware design would involve the use of technology to design and develop the physical components required for the service. Environmental design would involve the use of technology to analyze and plan the environmental aspects of the service. Process design would involve the use of technology to design and automate the processes involved in delivering the service. Software design would involve the use of technology to design and develop the software systems required for the service. Therefore, all of the options mentioned (1, 2, 3, and 4) would be supported by technology during the Service Design phase.

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  • 36. 

    The four stages of the Deming Cycle are? 

    • A.

      A) Plan, Measure, Monitor, Report

    • B.

      B) Plan, Check, Re-Act, Implement

    • C.

      C) Plan, Do, Act, Audit

    • D.

      D) Plan, Do, Check, Act

    Correct Answer
    D. D) Plan, Do, Check, Act
    Explanation
    The correct answer is d) Plan, Do, Check, Act. The Deming Cycle, also known as the PDCA cycle, is a continuous improvement model used in quality management. It begins with planning, where goals and objectives are established. Then, actions are taken to implement the plan. After implementation, the results are checked and compared to the desired outcomes. Finally, based on the results, adjustments are made and the cycle starts again. This cycle promotes a systematic approach to problem-solving and continuous improvement in organizations.

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  • 37. 

    Which of the following statements is CORRECT for all IT services? 

    • A.

      A) They deliver resources and capabilities to customers

    • B.

      B) They deliver costs and risks to customers

    • C.

      C) They deliver business solutions to customers

    • D.

      D) They deliver value to customers

    Correct Answer
    D. D) They deliver value to customers
    Explanation
    IT services deliver value to customers by providing them with resources, capabilities, business solutions, and managing costs and risks. Value can be defined as the benefits that customers receive from using the services, which can include increased efficiency, improved productivity, cost savings, and competitive advantage. IT services are designed to meet the needs and requirements of customers, and their ultimate goal is to deliver value by helping customers achieve their business objectives and goals.

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  • 38. 

    Which of the following is a MAJOR activity of Demand Management? 

    • A.

      A) Increasing customer value

    • B.

      B) Understanding patterns of business activity

    • C.

      C) Increasing the value of IT

    • D.

      D) Aligning the business with IT cost

    Correct Answer
    B. B) Understanding patterns of business activity
    Explanation
    Demand management involves understanding and predicting patterns of business activity in order to effectively manage and meet customer demand. This activity helps organizations to plan and allocate resources, optimize inventory levels, and ensure timely delivery of products and services. By analyzing historical data and market trends, businesses can identify patterns and make informed decisions to meet customer needs and maximize profitability.

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  • 39. 

    Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process 

    • A.

      A) 2 only

    • B.

      B) 1 only

    • C.

      C) Both of the above

    • D.

      D) Neither of the above

    Correct Answer
    B. B) 1 only
    Explanation
    The correct answer is b) 1 only. This is because statement 1 correctly states that the Service Desk is a function that facilitates communication between IT and its users for all operational issues. However, statement 2 is incorrect as the Service Desk is not always the owner of the Incident Management process.

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  • 40. 

     Which of the following BEST describes the purpose of Event Management? 

    • A.

      A) The ability to detect Events, make sense of them and determine the appropriate control action

    • B.

      B) The ability to implement monitoring tools

    • C.

      C) The ability to monitor and control the activities of technical staff

    • D.

      D) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

    Correct Answer
    A. A) The ability to detect Events, make sense of them and determine the appropriate control action
    Explanation
    Event management refers to the ability to detect events, interpret their meaning, and decide on the appropriate course of action. This involves identifying and understanding events that occur within a system or organization, analyzing their significance, and taking necessary steps to address them. It is not about implementing monitoring tools, monitoring and controlling technical staff activities, or reporting on the successful delivery of services.

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Quiz Review Timeline +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • May 13, 2011
    Quiz Created by
    Jurciks
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