ITIL Practice
ITIL Practice Including up 2 79 questions
- 1.
Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
- A.
What is the vision?
- B.
Did we get there?
- C.
Is there a budget?
- D.
Where are we now?
Correct Answer
C. Is there a budget? -
- 2.
Which of the following statements is CORRECT about patterns of demand generated by the customer's business?
- A.
They are driven by patterns of business activity
- B.
It is impossible to predict how they behave
- C.
It is impossible to influence demand patterns
- D.
They are driven by the delivery schedule generated by Capacity Management
Correct Answer
A. They are driven by patterns of business activity -
- 3.
Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics
- A.
1, 2 and 3
- B.
2, 4 and 5
- C.
1, 3 and 4
- D.
1, 2 and 4
Correct Answer
C. 1, 3 and 4 -
- 4.
Which of the following identifies two Service Portfolio components within the Service Lifecycle?
- A.
Requirements Portfolio and Service Catalogue
- B.
Service Knowledge Management System and Service Catalogue
- C.
Service Knowledge Management System and Service Pipeline
- D.
Service Pipeline and Configuration Management System
Correct Answer
A. Requirements Portfolio and Service Catalogue -
- 5.
Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design
- A.
1, 3 and 4 only
- B.
1, 2 and 3 only
- C.
All of the above
- D.
2, 3 and 4 only
Correct Answer
C. All of the above -
- 6.
Business drivers and requirements for a new service should be considered during?
- A.
Review of the router operating system patches
- B.
Review of the current capabilities of IT service delivery
- C.
The Post Implementation Review (PIR) of a change
- D.
Decommissioning legacy servers
Correct Answer
B. Review of the current capabilities of IT service delivery -
- 7.
What does the Service V model represent?
- A.
A strategy for the successful completion of all Service Management projects
- B.
The path to Service Delivery and Service Support for efficient and effective utilization of resources
- C.
Levels of Configuration and testing required to deliver a Service Capability
- D.
The business perspective as perceived by the customer and the user of services
Correct Answer
B. The path to Service Delivery and Service Support for efficient and effective utilization of resources -
- 8.
Technical Management is NOT responsible for?
- A.
Maintenance of the technical infrastructure
- B.
Documenting and maintaining the technical skills required to manage and support the IT infrastructure
- C.
Defining the Operational Level Agreements for the technical teams
- D.
Diagnosis of, and recovery from, technical failures
Correct Answer
C. Defining the Operational Level Agreements for the technical teams -
- 9.
Which of the following activities is Service Level Management responsible for?
- A.
Design the configuration management system from a business perspective
- B.
Create technology metrics to align with customer needs
- C.
Create a customer facing service catalogue
- D.
Train service desk on how to deal with customer complaints about service
Correct Answer
C. Create a customer facing service catalogue -
- 10.
When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
- A.
Objectives, Metric, Desired outcome
- B.
Business Objectives, IT objectives, Process metrics
- C.
Desired outcome, Supplier metrics, IT objectives
- D.
People, Products, Technology
Correct Answer
B. Business Objectives, IT objectives, Process metrics -
- 11.
Consider the following statements: 1. CSI provides guidance on how to improve process efficiency and effectiveness 2. CSI provides guidance on how to improve services 3. CSI provides guidance on the improvement of all phases of the service lifecycle 4. CSI provides guidance on the measurement of processes and services Which of the above statements is CORRECT?
- A.
1 and 2 only
- B.
2 only
- C.
1, 2 and 3 only
- D.
All of the above
Correct Answer
D. All of the above -
- 12.
Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes
- A.
1, 2 and 3 only
- B.
1, 2 and 4 only
- C.
All of the above
- D.
None of the above
Correct Answer
A. 1, 2 and 3 only -
- 13.
If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?
- A.
They are likely to increase gradually
- B.
They are likely to increase dramatically
- C.
They are likely to gradually reduce
- D.
They are likely to reduce initially and then gradually return to current level
Correct Answer
C. They are likely to gradually reduce -
- 14.
Which of the following statements about Supplier Management is INCORRECT?
- A.
Supplier Management negotiates internal and external agreements to support the delivery of services
- B.
Supplier Management ensures that suppliers meet business expectations
- C.
Supplier Management maintains information in a Supplier and Contracts Database
- D.
Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement
Correct Answer
A. Supplier Management negotiates internal and external agreements to support the delivery of services -
- 15.
The main objective of Availability Management is?
- A.
To monitor and report availability of services and components
- B.
To ensure that all targets in Service Level Agreements (SLAs) are met
- C.
To guarantee availability levels for services and components
- D.
To ensure that service availability matches or exceeds the agreed needs of the business
Correct Answer
D. To ensure that service availability matches or exceeds the agreed needs of the business -
- 16.
Which off the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder
- A.
1, 2, 3 and 4 only
- B.
1, 2, 4 and 5 only
- C.
1, 3, 4 and 5 only
- D.
All of the above
Correct Answer
C. 1, 3, 4 and 5 only -
- 17.
A Service Level Package is best described as?
- A.
A definite level of utility and warranty associated with a core service package
- B.
A description of customer requirements used to negotiate a Service Level Agreement
- C.
A description of the value that the customer wants and for which they are willing to pay
- D.
A document showing the Service Levels achieved during an agreed reporting period
Correct Answer
A. A definite level of utility and warranty associated with a core service package -
- 18.
The four stages of the Deming Cycle are?
- A.
Plan, Measure, Monitor, Report
- B.
Plan, Check, Re-Act, Implement
- C.
Plan, Do, Act, Audit
- D.
Plan, Do, Check, Act
Correct Answer
D. Plan, Do, Check, Act -
- 19.
What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
- A.
Define what you should measure, define what you can measure, gather data and process data
- B.
Gather data, process data, analyze data and present data
- C.
What is the vision, where are we now, what do we want to be, how do we get there?
- D.
Gather data, process data, define what you should measure and define what you can measure
Correct Answer
A. Define what you should measure, define what you can measure, gather data and process data -
- 20.
The ITIL V3 core is structured around?
- A.
An Operations Lifecycle
- B.
An IT Management Lifecycle
- C.
A Service Lifecycle
- D.
An Infrastructure Lifecycle
Correct Answer
C. A Service Lifecycle -
- 21.
Which aspect of Service Design is missing from the list below? 1. The design of services 2. The design of service management systems and tools 3. The design of technology architecture and management systems 4. The design of the processes required 5. ?
- A.
The design of functions
- B.
The design of Service Level Agreements (SLAs)
- C.
The design of applications
- D.
The design of measurement systems, methods and metrics
Correct Answer
D. The design of measurement systems, methods and metrics -
- 22.
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.
1 and 2 only
- B.
1 and 3 only
- C.
All of the above
- D.
2 and 3 only
Correct Answer
C. All of the above -
- 23.
Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle?
- A.
Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
- B.
Service Strategy, Service Transition, and Service Operation
- C.
Service Operation and Continual Service Improvement
- D.
Continual Service Improvement
Correct Answer
D. Continual Service Improvement -
- 24.
How does an organization use Resources and Capabilities in creating value?
- A.
They are used to create value in the form of output for production management
- B.
They are used to create value in the form of goods and services
- C.
They are used to create value to the IT organisation for Service Support
- D.
They are used to create value to the IT organisation for Service Delivery
Correct Answer
B. They are used to create value in the form of goods and services -
- 25.
A Process Owner is responsible for which of the following?
- A.
Purchasing tools to support the process
- B.
Ensuring that targets specified in a Service Level Agreement (SLA) are met
- C.
Carrying out activities defined in the process
- D.
Monitoring and improving the process
Correct Answer
D. Monitoring and improving the process -
- 26.
Demand Management is used to:
- A.
Increase customer value
- B.
Eliminate excess capacity needs
- C.
Increase the value of IT
- D.
Align business with IT cost
Correct Answer
B. Eliminate excess capacity needs -
- 27.
Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?
- A.
Facilitates clear communication and workflow practice across all parties involved in the CSI program
- B.
Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing
- C.
Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI
- D.
Provides a clear focus for matching the CSI processes to financial planning
Correct Answer
D. Provides a clear focus for matching the CSI processes to financial planning -
- 28.
Which of the following questions is NOT answered by Service Portfolio Management?
- A.
How should our resources and capabilities be allocated?
- B.
What opportunities are there in the market?
- C.
Why should a customer buy these services?
- D.
What are the pricing or chargeback models?
Correct Answer
B. What opportunities are there in the market? -
- 29.
Application Management is NOT responsible for?
- A.
Documenting and maintaining the technical skills required to manage and support Applications
- B.
Managing applications through their lifecycle
- C.
Assisting in the decision to build or buy new software
- D.
Developing operational functionality required by the business
Correct Answer
D. Developing operational functionality required by the business -
- 30.
If something cannot be measured, it should not be documented within which of the following?
- A.
The Glossary of Terms
- B.
A Service Level Agreement
- C.
An Incident Management record
- D.
A Configuration Item (CI)
Correct Answer
B. A Service Level Agreement -
- 31.
What is the purpose of the Request Fulfillment Process?
- A.
Dealing with Service Requests from the users
- B.
Making sure all requests within an IT Organization is fulfilled
- C.
Ensuring fulfillment of Change Requests
- D.
Making sure the Service Level Agreement is met
Correct Answer
A. Dealing with Service Requests from the users -
- 32.
Which of the following statements is CORRECT about ‘good practice’?
- A.
It can be used to drive an organization forward
- B.
It is something that is in wide industry use
- C.
It is always documented in international standards
- D.
It is always based on ITIL
Correct Answer
B. It is something that is in wide industry use -
- 33.
Consider the following statements: 1. A Process should be traceable to a specific trigger 2. A characteristic of the “Process” is that it is performance driven and able to be measured Which of the above statements are CORRECT?
- A.
1 only
- B.
All of the above
- C.
None of the above
- D.
2 only
Correct Answer
B. All of the above -
- 34.
“Warranty of a service” means which of the following?
- A.
The service is fit for purpose
- B.
There will be no failures in applications and infrastructure associated with the service
- C.
All service-related problems are fixed free of charge for a certain period of time
- D.
Customers are assured of certain levels of availability, capacity, continuity and security
Correct Answer
D. Customers are assured of certain levels of availability, capacity, continuity and security -
- 35.
Service Catalogue should contain which of the following?
- A.
The version information of all software
- B.
The organizational structure of the company
- C.
Asset information
- D.
Details of all operational services
Correct Answer
D. Details of all operational services -
- 36.
Facilities Management refers to?
- A.
The Management of IT services that are viewed as “utilities”, such as printers or network access
- B.
The Management of an outsourcing contract
- C.
The Management of the physical IT environment, such as a Data Center
- D.
The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure
Correct Answer
C. The Management of the physical IT environment, such as a Data Center -
- 37.
When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?
- A.
Reduce technology investment by $5m due to more accurate capacity and performance modeling processes
- B.
Reduce support manpower demand by 30% due to automated incident and problem management processes
- C.
Improve employee morale and therefore create better relationships between IT and business units
- D.
Reduce Problem resolution by 50% and minimize critical system outages
Correct Answer
C. Improve employee morale and therefore create better relationships between IT and business units -
- 38.
Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?
- A.
Insourcing relies on internal resources; outsourcing relies on external organization(s) resources
- B.
Insourcing relies on external organization(s) resources; outsourcing relies on internal resources
- C.
Insourcing relies on co-sourcing; outsourcing relies on partnerships
- D.
Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning
Correct Answer
A. Insourcing relies on internal resources; outsourcing relies on external organization(s) resources -
- 39.
Why should monitoring and measuring be used when trying to improve services?
- A.
To validate, direct, justify and intervene
- B.
To validate, measure, monitor and change
- C.
To validate, plan, act and improve
- D.
To validate, assign resources, purchase technology and train people
Correct Answer
A. To validate, direct, justify and intervene -
- 40.
A benefit of using Service Design tools is?
- A.
To help ensure that standards and conventions are followed
- B.
To help ensure that events are detected as quickly as possible
- C.
To help enable different applications to work together
- D.
To help implement architectures that support the business strategy
Correct Answer
A. To help ensure that standards and conventions are followed -
- 41.
Which of the following is the CORRECT description of the Four P’s of Service Design?
- A.
A four step process for the design of effective Service Management
- B.
A definition of the people and products required for successful design
- C.
A set of questions that should be asked when reviewing design specifications
- D.
The four major areas that need to be considered in the design of effective Service Management
Correct Answer
A. A four step process for the design of effective Service Management -
- 42.
Which is the first activity of the Continual Service Improvement (CSI) model?
- A.
Assess the current business situation
- B.
Understand high-level business requirements
- C.
Agree on priorities for improvement
- D.
Create and verify a plan
Correct Answer
B. Understand high-level business requirements -
- 43.
Which process reviews Operational Level Agreements (OLAs) on a regular basis?
- A.
Supplier Management
- B.
Service Level Management
- C.
Service Portfolio Management
- D.
Contract Management
Correct Answer
B. Service Level Management -
- 44.
Which of the following best means Combination of Internal & External Sourcing?
- A.
Internal Sourcing-.
- B.
External Sourcing
- C.
Co-Sourcing
- D.
Managed Services
Correct Answer
C. Co-Sourcing -
- 45.
Which of the following is the process rather than a department?
- A.
Application Management
- B.
Operations Management
- C.
Service Desk
- D.
Availability Management
Correct Answer
D. Availability Management -
- 46.
A Service Provider is?
- A.
An organization supplying services to one or more external customers
- B.
An organization supplying services to one or more internal customers or external customers
- C.
An organization supplying services to one or more internal customers
- D.
An organization supplying IT services
Correct Answer
B. An organization supplying services to one or more internal customers or external customers -
- 47.
The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. Which of the following are NOT responsibilities included In this role?
- A.
Produce and maintain all necessary Service Transition Packages
- B.
Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
- C.
Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
- D.
. Measuring the effectiveness and efficiency of the Service Design and supporting processes
Correct Answer
B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization -
- 48.
Of which ITIL process are Reliability, Serviceability and Maintainability components?
- A.
IT Service Continuity Management
- B.
Problem Management
- C.
Service Level Management
- D.
Availability Management
Correct Answer
D. Availability Management -
- 49.
What aspects would you not expect to see in a Service Level report designed for the customer?
- A.
The average utilization level of the Service Desk
- B.
The level of availability realized and the time not available per period
- C.
The percentage of incidents that was resolved within the target
- D.
The successful and reverted Changes during a specific period
Correct Answer
A. The average utilization level of the Service Desk -
- 50.
Availability Management is responsible for availability of?
- A.
Services and Resources
- B.
Services and Business Processes
- C.
Resources and Business Processes
- D.
Services, Resources and Business Processes
Correct Answer
A. Services and Resources -
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Current Version
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Mar 22, 2022Quiz Edited by
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Dec 12, 2009Quiz Created by
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