ITIL Practice

1. The four stages of the Deming Cycle are?

Plan, Measure, Monitor, Report

Plan, Check, Re-Act, Implement

Plan, Do, Act, Audit

Plan, Do, Check, Act

2. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

What is the vision?

Did we get there?

Is there a budget?

Where are we now?

3. Which of the following steps from the continual improvement Model is missing?
1. What Is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6.?

What is the ROI

How much did it cost.

How do we keep the momentum going.

What is the VOI?

4. The goal of Service Asset and Configuration Management is to?

Account for all financial assets of the organization

Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services

Build service models to justify the ITIL implementations

Implement ITIL across the organization

5. Business drivers and requirements for a new service should be considered during?

Review of the router operating system patches

Review of the current capabilities of IT service delivery

The Post Implementation Review (PIR) of a change

Decommissioning legacy servers

6. 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?

1 and 2 only

2 only

1, 2 and 3 only

All of the above

7. Which of the following statements is CORRECT about patterns of demand generated by the customer's business?

They are driven by patterns of business activity

It is impossible to predict how they behave

It is impossible to influence demand patterns

They are driven by the delivery schedule generated by Capacity Management

8. Which of the following best means Combination of Internal & External Sourcing?

Internal Sourcing-.

External Sourcing

Co-Sourcing

Managed Services

9. The following options are considered within which process? 1. Big bang vs. Phased 2. Push and Pull 3. Automated vs. Manual

Incident Management

Release and Deployment Management

Service Asset and Configuration Management

Service Catalogue Management

10. The ITIL V3 core is structured around?

An Operations Lifecycle

An IT Management Lifecycle

A Service Lifecycle

An Infrastructure Lifecycle

11. Service Catalogue should contain which of the following?

The version information of all software

The organizational structure of the company

Asset information

Details of all operational services

12. Which of the following is a good use of a baseline?

The desired end state of a project

A marker or starting point for later comparison

The current desktop models in use

The type of testing to be done for a release

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

1 and 2 only

1 and 3 only

All of the above

2 and 3 only

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

Insourcing relies on internal resources; outsourcing relies on external organization(s) resources

Insourcing relies on external organization(s) resources; outsourcing relies on internal resources

Insourcing relies on co-sourcing; outsourcing relies on partnerships

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

15. 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

1, 2 and 3

2, 4 and 5

1, 3 and 4

1, 2 and 4

16. Technical Management is NOT responsible for?

Maintenance of the technical infrastructure

Documenting and maintaining the technical skills required to manage and support the IT infrastructure

Defining the Operational Level Agreements for the technical teams

Diagnosis of, and recovery from, technical failures

17. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

They are likely to increase gradually

They are likely to increase dramatically

They are likely to gradually reduce

They are likely to reduce initially and then gradually return to current level

18. 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

1, 2 and 3 only

1, 2 and 4 only

All of the above

None of the above

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

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

To assist the Change Manager in implementing emergency changes

To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.

20. 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

1, 3 and 4 only

1, 2 and 3 only

All of the above

2, 3 and 4 only

21. Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model?

Devise a strategy; Design the solution; Transition into production; Operate the Solution; continually improve

22. The objective of the Change Management process is most accurately described as?

Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner

Ensuring that changes to IT infrastructure are managed efficiently and effectively

Ensuring that all changes have appropriate back-out plans in the event of failure

Protecting services by not allowing changes to be made

23. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

Requirements Portfolio and Service Catalogue

Service Knowledge Management System and Service Catalogue

Service Knowledge Management System and Service Pipeline

Service Pipeline and Configuration Management System

24. 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?

1 only

All of the above

None of the above

2 only

25. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

Supplier Management

Service Level Management

Service Portfolio Management

Contract Management

26. How can an organization determine the effectiveness of the Service Level Management process?

By checking contracts with suppliers

By measuring customer satisfaction

By defining service levels

By reporting on all incidents

27. The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?

Configuration Management

Incident Management

Problem Management

Release Management

28. Facilities Management refers to?

The Management of IT services that are viewed as “utilities”, such as printers or network access

The Management of an outsourcing contract

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

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

29. If something cannot be measured, it should not be documented within which of the following?

The Glossary of Terms

A Service Level Agreement

An Incident Management record

A Configuration Item (CI)

30. “Warranty of a service” means which of the following?

The service is fit for purpose

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

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

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

31. When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?

Reduce technology investment by $5m due to more accurate capacity and performance modeling processes

Reduce support manpower demand by 30% due to automated incident and problem management processes

Improve employee morale and therefore create better relationships between IT and business units

Reduce Problem resolution by 50% and minimize critical system outages

32. Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle?

Service Strategy, Service Design, Service Transition, Service Operation, andContinual Service Improvement

Service Strategy, Service Transition, and Service Operation

Service Operation and Continual Service Improvement

Continual Service Improvement

33. The main objective of Availability Management is?

To monitor and report availability of services and components

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

To guarantee availability levels for services and components

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

34. A Service Level Package is best described as?

A definite level of utility and warranty associated with a core service package

A description of customer requirements used to negotiate a Service Level Agreement

A description of the value that the customer wants and for which they are willing to pay

A document showing the Service Levels achieved during an agreed reporting period

35. How does an organization use Resources and Capabilities in creating value?

They are used to create value in the form of output for production management

They are used to create value in the form of goods and services

They are used to create value to the IT organisation for Service Support

They are used to create value to the IT organisation for Service Delivery

36. Which of the following best describes the goal of Information Security Management Process?

To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly.

To provide a focus for all aspects of IT security and manage all IT security activities.

To provide the strategic direction for security activities and ensures objectives are achieved

37. What does Mean Time to Repair (MTTR) mean?

Average uptime of a service

Average downtime of a service

Average time between two consecutive incidents

Average time of the breakdown-free period within a measured period

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

Master copies of software

Backups of application data

Software licenses

Master copies of controlled documentation

39. What does the Service V model represent?

A strategy for the successful completion of all Service Management projects

The path to Service Delivery and Service Support for efficient and effective utilization of resources

Levels of Configuration and testing required to deliver a Service Capability

The business perspective as perceived by the customer and the user of services

40. Which of the following statements about Supplier Management is INCORRECT?

Supplier Management negotiates internal and external agreements to support the delivery of services

Supplier Management ensures that suppliers meet business expectations

Supplier Management maintains information in a Supplier and Contracts Database

41. A Service Provider is?

An organization supplying services to one or more external customers

An organization supplying services to one or more internal customers or external customers

An organization supplying services to one or more internal customers

An organization supplying IT services

42. Which of the following best describes Fault Tolerance?

The ability of an IT Service or Configuration Item to continue to operate correctly after Failure of a Component part.

A measure of how long a service, component or CI can perform its agreed function without interruption

43. Which is the correct sequence of events in the selection of a technology tool?

Select Product, Requirements, Selection Criteria, Evaluate Product

Selection Criteria, Requirements, Evaluate Product, Select Product

Requirements, Selection Criteria, Select Product, Evaluate Product

Requirements, Selection Criteria, Evaluate Product, Select Product

44. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?

Capacity Management

Change Management

Configuration Management

Financial Management for IT services

45. 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

1, 2, 3 and 4 only

1, 2, 4 and 5 only

1, 3, 4 and 5 only

All of the above

46. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

Define what you should measure, define what you can measure, gather data and process data

Gather data, process data, analyze data and present data

What is the vision, where are we now, what do we want to be, how do we get there?

Gather data, process data, define what you should measure and define what you can measure

47. 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. ?

The design of functions

The design of Service Level Agreements (SLAs)

The design of applications

The design of measurement systems, methods and metrics

48. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

Objectives, Metric, Desired outcome

Business Objectives, IT objectives, Process metrics

Desired outcome, Supplier metrics, IT objectives

People, Products, Technology

49. What is the purpose of the Request Fulfillment Process?

Dealing with Service Requests from the users

Making sure all requests within an IT Organization is fulfilled

Ensuring fulfillment of Change Requests

Making sure the Service Level Agreement is met

50. Of which ITIL process are Reliability, Serviceability and Maintainability components?

IT Service Continuity Management

Problem Management

Service Level Management

Availability Management

51. Which of the following questions is NOT answered by Capacity Plan?

Capacity Forecasts

Recommendations

Components and resource forecasts

Countermeasures for risks

52. Where are activities documented with the aim of improving an IT service?

Service Catalogue

Service Improvement Program

Service Level Agreement (SLA)

Service Quality Plan (SQP)

53. What aspects would you not expect to see in a Service Level report designed for the customer?

The average utilization level of the Service Desk

The level of availability realized and the time not available per period

The percentage of incidents that was resolved within the target

The successful and reverted Changes during a specific period

54. Availability Management is responsible for availability of?

Services and Resources

Services and Business Processes

Resources and Business Processes

Services, Resources and Business Processes

55. Which of the following statements is CORRECT for all processes?

They define activities, roles, responsibilities, functions and metrics

They create value for stakeholders

They are carried out by a Service Provider in support of a Customer

They are units of organizations responsible for specific outcomes

56. Which of the following activities is Service Level Management responsible for?

Design the configuration management system from a business perspective

Create technology metrics to align with customer needs

Create a customer facing service catalogue

Train service desk on how to deal with customer complaints about service

57. A Process Owner is responsible for which of the following?

Purchasing tools to support the process

Ensuring that targets specified in a Service Level Agreement (SLA) are met

Carrying out activities defined in the process

Monitoring and improving the process

58. Why should monitoring and measuring be used when trying to improve services?

To validate, direct, justify and intervene

To validate, measure, monitor and change

To validate, plan, act and improve

To validate, assign resources, purchase technology and train people

59. Demand Management is used to:

Increase customer value

Eliminate excess capacity needs

Increase the value of IT

Align business with IT cost

60. Which of the following questions is NOT answered by Service Portfolio Management?

How should our resources and capabilities be allocated?

What opportunities are there in the market?

Why should a customer buy these services?

What are the pricing or chargeback models?

61. Application Management is NOT responsible for?

Documenting and maintaining the technical skills required to manage and support Applications

Managing applications through their lifecycle

Assisting in the decision to build or buy new software

Developing operational functionality required by the business

62. Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services 4. To provide cost justifiable IT capacity that is matched to the needs of the business

1, 2 and 3 only

All of the above

1 and 3 only

1, 3 and 4 only

63. A benefit of using Service Design tools is?

To help ensure that standards and conventions are followed

To help ensure that events are detected as quickly as possible

To help enable different applications to work together

To help implement architectures that support the business strategy

64. Which form of outsourcing provides domain based business expertise?

Application Service Provision

Business Process Outsourcing

Knowledge Process Outsourcing

Co-Sourcing

65. In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision.
Which of the following ITIL processes could also initiate this kind of measure?

Availability Management

Capacity management

Change Management

Incident Management

66. Which of the following statements is CORRECT about ‘good practice’?

It can be used to drive an organization forward

It is something that is in wide industry use

It is always documented in international standards

It is always based on ITIL

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

Assess the current business situation

Understand high-level business requirements

Agree on priorities for improvement

Create and verify a plan

68. Which of the following is the process rather than a department?

Application Management

Operations Management

Service Desk

Availability Management

69. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

Facilitates clear communication and workflow practice across all parties involved in the CSI program

Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing

Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI

Provides a clear focus for matching the CSI processes to financial planning

70. Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?

Availability Manager

Incident Manager

Problem Manager

Service Level Manager

71. The objective of Service Asset and Configuration Management is most accurately described as?

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

To manage service assets and CIs from an operational perspective

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

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

72. 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

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

73. What is the meaning of the term Serviceability?

The degree of availability of the IT services that can be offered

The degree of support that the Service Desk provides to the customer

The degree to which the provision of IT services can be supported by maintenance contracts

The degree to which the services agreed in the Service Level Agreement (SLA) are complied with

74. Which of the following is the CORRECT description of the Four P’s of Service Design?

A four step process for the design of effective Service Management

A definition of the people and products required for successful design

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

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

75. 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?

Produce and maintain all necessary Service Transition Packages

. Measuring the effectiveness and efficiency of the Service Design and supporting processes