ITIL - Practice Exam

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  • 1/205 Questions

    What does a service always deliver to customers?

    • Applications
    • Infrastructure
    • Value
    • Resources
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ITIL Quizzes & Trivia
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Select the correct choice for each of the following questions and score a perfect!

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  • 2. 

    What is the objective of Access Management?

    • To provide security staff for Data Centers and other buildings

    • To manage access to computer rooms and other secure locations

    • To manage access to the Service desk

    • To manage the right to use a service or group of services

    Correct Answer
    A. To manage the right to use a service or group of services
    Explanation
    The objective of Access Management is to manage the right to use a service or group of services. Access Management ensures that authorized users are granted the appropriate access rights to the services they require, while unauthorized users are denied access. It involves managing user identities, authentication, and authorization processes to ensure that only authorized individuals can access the services they need. By effectively managing access rights, organizations can ensure the confidentiality, integrity, and availability of their services and data.

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  • 3. 

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

    • Describes the topography of the hardware

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

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

    • Defines how version numbers should be used in a release

    Correct Answer
    A. Describes how the Configuration Items (CIs) work together to deliver the services
    Explanation
    The BEST description of a relationship in Service Asset and Configuration Management is how the Configuration Items (CIs) work together to deliver the services. This means that the relationship between different CIs is described in order to understand how they collaborate and contribute to the delivery of services. It helps in identifying dependencies and ensuring smooth functioning of the services.

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  • 4. 

    What is the objective of Access Management?

    • To provide security staff for Data Centers and other buildings

    • To manage access to computer rooms and other secure locations

    • To manage access to the Service Desk

    • To manage the right to use a service or group of services

    Correct Answer
    A. To manage the right to use a service or group of services
    Explanation
    The objective of Access Management is to manage the right to use a service or group of services. This means that Access Management is responsible for granting and revoking access rights to users based on their roles and responsibilities within an organization. By managing access rights, Access Management ensures that users have the appropriate level of access to the services they need to perform their job functions, while also ensuring that unauthorized access is prevented.

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  • 5. 

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

    • Describes the topography of the hardware

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

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

    • Defines how version numbers should be used in a release

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

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  • 6. 

    Identity and Rights are two major concepts involved in which one of the following processes?

    • Access Management

    • Facilities Management

    • Event Management

    • Demand Management

    Correct Answer
    A. Access Management
    Explanation
    Access Management is the process in which Identity and Rights are two major concepts involved. Identity refers to the unique identification of individuals or entities, while Rights refer to the permissions or privileges granted to those identities. Access Management ensures that the right individuals or entities have the appropriate access rights to resources, systems, or information within an organization. It involves tasks such as user provisioning, authentication, authorization, and access control, all of which revolve around managing identities and their associated rights.

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  • 7. 

    Which of the following questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of Business Activity (PBA)?

    • 3 Only

    • 1 Only

    • 2 Only

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    Service Strategy helps answer all of the above questions with its guidance. It provides guidance on how to prioritize investments across a portfolio, determine what services to offer and to whom, and identify the Patterns of Business Activity (PBA). By following the principles and practices outlined in Service Strategy, organizations can make informed decisions about resource allocation, service offerings, and understanding customer needs and demands.

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  • 8. 

    Which of the following CANNOT be stored and managed by a tool?

    • Data

    • Knowledge

    • Wisdom

    • Information

    Correct Answer
    A. Wisdom
    Explanation
    Wisdom is a higher level of understanding that involves the ability to apply knowledge and experience to make good judgments and decisions. It is a subjective and personal attribute that cannot be stored and managed by a tool. Tools can store and manage data, information, and even knowledge, but wisdom requires human judgment and cannot be automated or stored in a tool.

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  • 9. 

    Which is NOT a purpose of Service Transition?

    • Ensure that a service can be managed, operated and supported.

    • Provide quality knowledge of Change, Release and Deployment Mgmt.

    • Plan and manage the capacity and resource requirements to manage a release.

    • Provide training and certification in project management.

    Correct Answer
    A. Provide training and certification in project management.
    Explanation
    The purpose of Service Transition is to ensure that a service can be managed, operated, and supported. It also aims to provide quality knowledge of Change, Release, and Deployment Management, as well as plan and manage the capacity and resource requirements to manage a release. However, providing training and certification in project management is not a purpose of Service Transition.

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  • 10. 

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

    • Urgent Change Board (UCB)

    • CAB Emergency Committee (CAB/EC)

    • Emergency CAB (ECAB)

    • Urgent Change Authority (UCA)

    Correct Answer
    A. Emergency CAB (ECAB)
    Explanation
    The group that authorizes changes that must be installed faster than the normal process is called the Emergency CAB (ECAB). This group is specifically designated to handle urgent changes and make decisions quickly in order to address critical situations or emergencies. They have the authority to expedite the change management process and ensure that necessary changes are implemented promptly to minimize any potential impact or disruption.

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  • 11. 

    Which role would you MOST expect to be involved in the management of Underpinning Contracts?

    • IT Designer/Architect

    • Process Manager

    • Service Catalogue Manager

    • Supplier Manager

    Correct Answer
    A. Supplier Manager
    Explanation
    The role of a Supplier Manager would be most involved in the management of Underpinning Contracts. A Supplier Manager is responsible for managing relationships with external suppliers and ensuring that contracts with suppliers are effectively managed. Underpinning Contracts are agreements with external suppliers that provide support services to an organization. Therefore, it is logical to expect that a Supplier Manager would be involved in managing these contracts.

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  • 12. 

    What is the definition of an Alert?

    • An error message to the user of an application

    • An audit report that indicates areas where IT is not performing according to agreed procedures

    • A warning that a threshold has been reached or that something has changed

    • A type of Incident

    Correct Answer
    A. A warning that a threshold has been reached or that something has changed
    Explanation
    An alert is a notification that is triggered when a certain threshold or condition has been met or when there is a change in something. It serves as a warning to the user or system administrator that attention is needed in order to address the situation or take appropriate action. Unlike an error message, which indicates a problem or failure, an alert is more of a proactive measure to prevent potential issues or to keep track of important events. It is not an audit report or a type of incident, but rather a means of notifying and staying informed about specific events or conditions.

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  • 13. 

    Which of the following questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of Business Activity (PBA)?

    • 2 Only

    • 1 Only

    • All of the above

    • 3 only

    Correct Answer
    A. All of the above
    Explanation
    Service Strategy helps answer all of the above questions with its guidance. It provides guidance on how to prioritize investments across a portfolio, determine what services to offer and to whom, and identify the Patterns of Business Activity (PBA). By following the principles and practices outlined in Service Strategy, organizations can make informed decisions about resource allocation, service offerings, and understanding customer needs and demand.

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  • 14. 

    Removing of restricting rights to use an IT Services is the responsibity of which process?

    • Access Management

    • Incident Management

    • RequestFulfillment

    • Change Management

    Correct Answer
    A. Access Management
    Explanation
    Access Management is responsible for removing or restricting rights to use IT services. This process ensures that authorized users have the right level of access to the services they need, while unauthorized users are prevented from accessing sensitive information or resources. By managing user accounts, permissions, and access rights, Access Management helps to maintain the security and integrity of IT services. It also plays a crucial role in enforcing compliance with organizational policies and regulatory requirements.

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  • 15. 

    What would be the next step in the Continual Service Improvement (CSI) Model after: 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 ReturnOn Investment (ROI)?

    • How much did it cost?

    • How do we keep the momentum going?

    • What is the ValueOn Investment (VOI)?

    Correct Answer
    A. How do we keep the momentum going?
    Explanation
    After assessing whether the desired goals have been achieved, the next step in the Continual Service Improvement (CSI) Model is to determine how to sustain and maintain the progress made. This involves identifying strategies and actions to ensure that the improvements are not temporary and that the momentum is maintained.

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  • 16. 

    What type of improvement should be achieved by using the Deming Cycle?

    • Rapid, one-off improvement

    • Return on investment with 12 months

    • Quick wins

    • Steady, ongoing improvement

    Correct Answer
    A. Steady, ongoing improvement
    Explanation
    The Deming Cycle, also known as the PDCA (Plan-Do-Check-Act) cycle, is a continuous improvement methodology. It emphasizes a systematic approach to problem-solving and aims for steady, ongoing improvement rather than rapid, one-off improvements or quick wins. By using the Deming Cycle, organizations can identify and address issues, make data-driven decisions, implement changes, and continuously monitor and improve processes. This approach ensures that improvements are sustainable and can be continuously refined over time, leading to long-term success and growth.

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  • 17. 

    In many organisations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

    • Only manage Incidents effectively at the 3rd line

    • Manage Incidents effectively through 1st, 2nd and 3rd line

    • Only manage Incidents effectively through 1st and 2nd line

    • Only manage Incidents effectively through the 1st line

    Correct Answer
    A. Manage Incidents effectively through 1st, 2nd and 3rd line
    Explanation
    The Incident Manager should have the authority to manage incidents effectively through 1st, 2nd, and 3rd line. This means that they should be able to oversee and coordinate the resolution of incidents at all levels of support within the organization. By having this authority, the Incident Manager can ensure that incidents are properly escalated and resolved in a timely manner, regardless of which level of support is involved. This allows for a more efficient and effective incident management process.

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  • 18. 

    Which of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?

    • Local

    • Centalised

    • Holistic

    • Virtual

    Correct Answer
    A. Holistic
    Explanation
    The Service Operation volume of ITIL recognizes three types of Service Desk: Local, Centralized, and Virtual. The term "Holistic" is not recognized as a Service Desk type in ITIL.

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  • 19. 

    Service Design empkasises the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P".  Whcih of the following is the additional "P"?

    • Profit

    • Preparation

    • Products

    • Potential

    Correct Answer
    A. Products
    Explanation
    Service Design emphasizes the importance of the "Four Ps" which include Partners, People, Processes, and Products. This additional "P" represents the tangible goods or intangible services that are provided to the customers. In the context of service design, products refer to the offerings that are designed and delivered to meet the needs and expectations of the customers. This could include physical products, digital products, or even service-based products. By including products as one of the "Four Ps," service designers ensure that the design process considers the entire customer experience, including the tangible aspects of the service.

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  • 20. 

    Which of these statements about Resources and Capabilities is CORRECT?

    • Resources are types of Service Asset and Capabilities are not

    • Resources and Capabilities are both types of Service Asset

    • Capabilities are types of Service Asset and Resources are not

    • Neither Capabilities nor Resources are types of Service Asset

    Correct Answer
    A. Resources and Capabilities are both types of Service Asset
    Explanation
    Both resources and capabilities are types of service assets. Service assets are the resources and capabilities that an organization uses to deliver value to its customers. Resources refer to the tangible and intangible assets that an organization owns or controls, such as infrastructure, technology, and financial resources. Capabilities, on the other hand, refer to the organization's ability to effectively and efficiently utilize its resources to achieve its objectives. Therefore, both resources and capabilities are considered service assets and are essential for delivering value to customers.

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  • 21. 

    A risk is:

    • Something that won't happen

    • Something that will happen

    • Something that has happened

    • Something that might happen

    Correct Answer
    A. Something that might happen
    Explanation
    A risk is something that might happen. It refers to a potential event or situation that has the possibility of occurring, but it is not certain. Risks are associated with uncertainty and can have both positive and negative outcomes. They require careful assessment and management to minimize their impact or exploit potential opportunities.

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  • 22. 

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

    • Emergency CAB (ECAB)

    • Urgent Change Authority (UCA)

    • Urgent Change Board (UCB)

    • CAB Emergency Committee (CAB/EC)

    Correct Answer
    A. Emergency CAB (ECAB)
    Explanation
    The correct answer is Emergency CAB (ECAB). In organizations, there may be situations where changes need to be implemented urgently due to critical issues or emergencies. The Emergency CAB (ECAB) is a group that authorizes and oversees these urgent changes, ensuring that they are implemented quickly and efficiently. This group is responsible for evaluating the risks and impacts of the changes and making decisions on their implementation. The ECAB is separate from the regular Change Advisory Board (CAB) to expedite the decision-making process and prioritize urgent changes.

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  • 23. 

    What is the definition of an Alert?

    • An error message to the user of an application

    • A warning that a threshold has been reached or that something has changed

    • A type of Incident

    • An audit report that indicates areas where IT is not performing according to agreed procedures

    Correct Answer
    A. A warning that a threshold has been reached or that something has changed
    Explanation
    An alert is defined as a warning that a threshold has been reached or that something has changed. It is a notification that is triggered when certain conditions or criteria are met, indicating a potential issue or change in a system or process. It serves to draw attention to the situation and prompt appropriate action or investigation to address the issue or monitor the change.

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  • 24. 

    Which porcess is responsible for managing relationships with vendors?

    • Change Management

    • Service Portfolio Management

    • Supplier Management

    • Continual Service Improvement

    Correct Answer
    A. Supplier Management
    Explanation
    Supplier Management is the process responsible for managing relationships with vendors. It involves activities such as identifying and selecting suppliers, negotiating contracts, monitoring supplier performance, and ensuring that suppliers meet the organization's requirements. By effectively managing relationships with vendors, an organization can ensure that it receives quality goods and services, minimize risks, and optimize costs.

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  • 25. 

    Which of the following BEST describes the goal of Access Management?

    • To provide a channel for users to request and receive standard services

    • Provides the rights for users to be able to use a service or group of services

    • To prevent Problems and resulting Incidents from happening

    • To detect security events and make sense of them

    Correct Answer
    A. Provides the rights for users to be able to use a service or group of services
    Explanation
    The goal of Access Management is to provide the rights for users to be able to use a service or group of services. This means ensuring that authorized users have the appropriate access rights and permissions to use the services they need, while also ensuring that unauthorized users are prevented from accessing those services. Access Management is responsible for granting, monitoring, and revoking access rights, as well as enforcing security policies and controls to protect the confidentiality, integrity, and availability of the services.

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  • 26. 

    What is RACI model used for?

    • Definig role and rspnsibilities

    • Monitoring services

    • Performance analysis

    • Recording Configuration Items

    Correct Answer
    A. Definig role and rspnsibilities
    Explanation
    The RACI model is used for defining roles and responsibilities within a project or organization. It helps to clarify who is responsible, accountable, consulted, and informed for each task or decision. This model ensures that everyone involved in a project understands their role and what is expected of them, which improves communication, accountability, and overall project efficiency.

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  • 27. 

    Which of these statements about Service Desk Staff is CORRECT?

    • Service Desk staff should be recruited from people who have high levels of technical skill to minimise the cost of training them.

    • The Service Desk can oftern be used as a stepping stone for staff to move into other more technical or supervisory roles

    • The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries

    • Service Desk staff should be discourage from applying for other roles as it is more cost effective to keep them inthe role where they have been trained

    Correct Answer
    A. The Service Desk can oftern be used as a stepping stone for staff to move into other more technical or supervisory roles
    Explanation
    The correct answer is that the Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles. This means that working at the Service Desk can provide employees with valuable experience and skills that can be used to advance their careers within the organization. It suggests that the Service Desk is seen as a starting point for employees to gain knowledge and expertise before moving on to higher-level positions.

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  • 28. 

    Whcih of the following is NOT one of the five individual aspects of Service Design?

    • The design of the Service Portfolio, including the Service Catalogue

    • The design of Market Spaces

    • The design of new or changed services

    • The design of the technology architecture and manangment systems

    Correct Answer
    A. The design of Market Spaces
    Explanation
    The design of Market Spaces is not one of the five individual aspects of Service Design. The five individual aspects of Service Design include the design of the Service Portfolio, including the Service Catalogue; the design of new or changed services; and the design of the technology architecture and management systems. The design of Market Spaces is not mentioned as one of the aspects of Service Design.

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  • 29. 

    The BEST description of the purpose of Service Operation is?

    • To decide how IT will engage with suppliers during the Service Management Lifecycle

    • To proactively prevent all outages to IT Services

    • To deliver and support IT Services at agreed levels to business users and customers

    • To design and build processes that will meet business needs

    Correct Answer
    A. To deliver and support IT Services at agreed levels to business users and customers
    Explanation
    Service Operation is a stage in the Service Management Lifecycle that focuses on delivering and supporting IT Services to business users and customers. It ensures that the agreed levels of service are provided efficiently and effectively. This includes activities such as incident management, problem management, request fulfillment, and access management. The purpose of Service Operation is to ensure that IT Services are delivered and supported in a way that meets the needs of the business and its users, ultimately contributing to the overall success of the organization.

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  • 30. 

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

    • CAB Emergency Committee (CAB/EC)

    • Emergency CAB (ECAB)

    • Urgent Change Board (UCB)

    • Urgent Change Authority (UCA)

    Correct Answer
    A. Emergency CAB (ECAB)
    Explanation
    The correct answer is Emergency CAB (ECAB). The ECAB is a group that is responsible for authorizing changes that need to be installed faster than the normal process. This group is specifically designed to handle urgent and emergency changes in order to minimize downtime and mitigate risks.

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  • 31. 

    Which of the following is NOT a purpose of Service Transition?

    • To ensure that a service can be managed, operated and supported

    • To provide training and certification in project management

    • To provide quality knowledge of Change, Release and Deployment Management

    • To plan and manage the capacity and resource requirements to manage a release

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

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  • 32. 

    Application Management plays a role in all applications. One of the key decisions to which they contribute is?

    • Whether to buy an application or build it

    • Should application development be outsourced

    • Who the vendor of the storage devices will be

    • Where the vendor of an application is located

    Correct Answer
    A. Whether to buy an application or build it
    Explanation
    Application management is responsible for making key decisions regarding applications. One of these decisions is whether to buy an application or build it. This decision involves considering factors such as cost, time, resources, and specific requirements of the organization. Application management evaluates the pros and cons of both options and determines the best course of action for the organization.

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  • 33. 

    The BEST description of the purpose of Service Operation is?

    • To design and build processes that will meet business needs

    • To deliver and support IT Services at agreed levels to business users and customers

    • To decide how IT will engage with suppliers during the Service Management Lifecycle

    • To proactively prevent all outages to IT Services

    Correct Answer
    A. To deliver and support IT Services at agreed levels to business users and customers
    Explanation
    Service Operation is a phase in the Service Management Lifecycle that focuses on delivering and supporting IT Services at agreed levels to business users and customers. It is responsible for ensuring that the services are available, performing efficiently, and meeting the agreed-upon service levels. This includes activities such as incident management, problem management, request fulfillment, and access management. The purpose of Service Operation is to ensure that the delivered services are meeting the needs of the business and providing value to the customers.

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  • 34. 

    Which of the following is the BEST definition of an Incident?

    • A warning that a threshold has been reached, something has changed, or a failure has occurred

    • An unplanned interruption to an IT service or reduction in the quality of an IT service

    • A change of state which has significance for the management of a Configuration Item or IT Service

    • Loss of ability to operate to specification, or to deliver the required output

    Correct Answer
    A. An unplanned interruption to an IT service or reduction in the quality of an IT service
    Explanation
    An incident is defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. This means that when something unexpected happens that disrupts the normal functioning of an IT service or causes it to perform below its usual standards, it is considered an incident. This definition emphasizes the unexpected nature of incidents and their impact on the IT service.

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  • 35. 

    Within Service Design, what is the key output handed over to Service Transition?

    • Measurement, methods and metrics

    • Service Design Package

    • Service Portfolio Design

    • Process Definitions

    Correct Answer
    A. Service Design Package
    Explanation
    The key output handed over to Service Transition within Service Design is the Service Design Package. This package contains all the necessary information and documentation about the design of a new or changed service. It includes details such as service requirements, design specifications, and transition plans. This package serves as a guide for the Service Transition team to effectively implement and deploy the service into the live environment.

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  • 36. 

    Which role would you MOST expect to be involved in the management of Underpinning Contracts?

    • Service Catalogue Manager

    • IT Designer/Architect

    • Process Manager

    • Supplier Manager

    Correct Answer
    A. Supplier Manager
    Explanation
    A Supplier Manager is responsible for managing the relationships and contracts with external suppliers. Underpinning Contracts are agreements between an organization and its suppliers that ensure the delivery of goods or services required to support the organization's IT services. Therefore, it is most likely that a Supplier Manager would be involved in the management of Underpinning Contracts. They would negotiate and monitor the contracts, ensuring that the suppliers deliver the agreed-upon services and meet the organization's requirements.

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  • 37. 

    Which of the following sentences BEST describes a Standard Change?

    • A change to the service provider's established policies and guidelines

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

    • A change that is made as the result of an audit

    • A change that correctly follows the required change process

    Correct Answer
    A. A pre-authorised change that has an accepted and established procedure
    Explanation
    A Standard Change refers to a pre-authorised change that has a well-defined and accepted procedure. This means that the change has already been approved and documented, and it follows a set process that is established and recognized within the organization. This type of change is typically low risk and can be implemented without the need for further approval or extensive change management activities.

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  • 38. 

    Which of these statements about Service Desk staff is CORRECT?

    • Service Desk staff should be recruited from people who have high levels of technical skill to minimise the cost of training them

    • Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

    • The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

    • He Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries

    Correct Answer
    A. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
    Explanation
    The correct answer is that the Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles. This means that working in the Service Desk can provide employees with opportunities to gain experience and skills that can help them advance in their careers within the organization. It suggests that the Service Desk is not just a temporary role, but rather a valuable starting point for career growth within the company.

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  • 39. 

    A Service Level Agreement is?

    • The part of a contract that specifies responsibilities of each party

    • An agreement between the Service Provider and their customer

    • An agreement between a Service Provider and an external supplier

    • An agreement between the Service Provider and an internal organisation

    Correct Answer
    A. An agreement between the Service Provider and their customer
    Explanation
    A Service Level Agreement is an agreement between the Service Provider and their customer. This agreement specifies the responsibilities of each party involved in providing and receiving a service. It outlines the level of service that will be provided, including the quality, availability, and performance metrics. The Service Level Agreement helps to establish clear expectations and ensures that both parties are accountable for meeting the agreed-upon service standards.

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  • 40. 

    The BEST description of the purpose of Service Operation is?

    • To decide how IT will engage with suppliers during the Service Management Lifecycle

    • To design and build processes that will meet business needs

    • To proactively prevent all outages to IT Services

    • To deliver and support IT Services at agreed levels to business users and customers

    Correct Answer
    A. To deliver and support IT Services at agreed levels to business users and customers
    Explanation
    Service Operation is one of the stages in the Service Management Lifecycle. Its purpose is to deliver and support IT services at agreed levels to business users and customers. This involves ensuring that the services are available, reliable, and meet the agreed-upon service levels. Service Operation also involves handling incidents, managing problems, fulfilling service requests, and managing access to the services. The goal is to ensure that the IT services are delivered effectively and efficiently, meeting the needs and expectations of the business users and customers.

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  • 41. 

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

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

    • Overall business risk is optimised

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

    • All budgets and expenditures are accounted for

    Correct Answer
    A. All budgets and expenditures are accounted for
    Explanation
    The aim of the Change Management process is to ensure that all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system, to optimize overall business risk, and to use standardized methods and procedures for efficient and prompt handling of all changes. However, accounting for all budgets and expenditures is not one of the aims of the Change Management process.

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  • 42. 

    What guidance does ITIL give on the frequency of production of service reporting?

    • Service reporting intervals must be defined and agreed with the customers

    • Reporting intervals should be set by the Service Provider

    • Reports should be produced weekly

    • Service reporting intervals must be the same for all services

    Correct Answer
    A. Service reporting intervals must be defined and agreed with the customers
    Explanation
    ITIL provides guidance that service reporting intervals should be defined and agreed with the customers. This means that the frequency of producing service reports should be determined based on the specific needs and requirements of the customers. It recognizes that different customers may have different reporting needs and preferences, so it is important to establish a mutual agreement on the frequency of reporting to ensure that it meets their expectations and provides the necessary information for decision-making and performance evaluation.

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  • 43. 

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

    • The Asset Register

    • The Service Knowledge Management System

    • The Known Error Database

    • The Information Management System

    Correct Answer
    A. The Service Knowledge Management System
    Explanation
    The correct answer is the Service Knowledge Management System. Both Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are components of the larger Service Knowledge Management System. This system is responsible for managing and organizing knowledge related to the services provided by an organization, including information about configurations, assets, known errors, and other relevant data.

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  • 44. 

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

    • Job Descriptions

    • Functions

    • Teams

    • Roles, people or groups

    Correct Answer
    A. Roles, people or groups
    Explanation
    The given list consists of various roles, people, or groups involved in the change management process. Each item in the list represents a specific entity that plays a distinct role in managing changes within an organization. Therefore, these can be described as roles, people, or groups involved in the change management process.

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  • 45. 

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

    • Ensuring that all assets are accounted for

    • Ensures that the fastest servers are purchased

    • Delivering change, faster and at optimum cost and minimized risk

    • Verifying the accuracy of all items in the configuration management database

    Correct Answer
    A. Delivering change, faster and at optimum cost and minimized risk
    Explanation
    Effective release and deployment management enables the service provider to deliver change faster, at optimum cost and minimized risk. This means that the organization can implement and deploy new releases or updates to their services or products in a timely manner, ensuring that they stay competitive in the market. By doing so, they can also minimize the costs associated with the release and deployment process, while mitigating any potential risks that may arise during the implementation. This ultimately adds value to the business by allowing them to adapt and respond quickly to customer demands and market changes.

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  • 46. 

    In many  organisation the role of Incident Manager is assigned to the Service Desk It is important that the Incident Manager is giver the aurthority to:

    • Only manage incidents effectively through 1st and 2nd line

    • Only manage incidents effectively through the 1st line

    • Only manage incidents effectively through the 3rd line

    • Manage Incidents effectively 1st, 2nd and 3rd line

    Correct Answer
    A. Manage Incidents effectively 1st, 2nd and 3rd line
    Explanation
    The correct answer is "Manage Incidents effectively 1st, 2nd and 3rd line". This means that the Incident Manager should have the authority to handle incidents at all levels, including the 1st, 2nd, and 3rd lines of support. This ensures that the Incident Manager can effectively coordinate and resolve incidents across the organization, regardless of the level of complexity or severity. By having authority over all lines of support, the Incident Manager can ensure a streamlined and efficient incident management process.

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  • 47. 

    Which of the following is NOT a characteristic of a process?

    • It is measurable

    • Delivers specific results

    • A method of structuring an organization

    • Responds to specific events

    Correct Answer
    A. A method of structuring an organization
    Explanation
    A process is a series of steps or actions taken to achieve a specific goal or outcome. It is not a method of structuring an organization. Rather, it is a set of activities within an organization that contribute to the overall functioning and success of the organization. Processes can be measured, deliver specific results, and respond to specific events, but they do not involve structuring an organization.

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  • 48. 

    Application Management plays a role in all applications. One of the key decisions to which they contribute is?

    • Whether to buy an application or build it

    • Should application development be outsourced

    • Who the vendor of the storage devices will be

    • Where the vendor of an application is located

    Correct Answer
    A. Whether to buy an application or build it
    Explanation
    Application Management plays a role in all applications, including the decision of whether to buy an application or build it. This decision is crucial as it determines whether the organization should invest in purchasing an existing application or develop a custom application in-house. Factors such as cost, time, resources, and specific business requirements need to be considered when making this decision. Application Management contributes to this decision-making process by evaluating the pros and cons of both options and determining which approach aligns best with the organization's objectives and constraints.

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  • 49. 

    Which of the following BEST describes Technical Management?

    • A Function responsible for Facilities Management and building control systems

    • A Function that provides hardware repair services for technology involved in the delivery of service to customers

    • Senior managers responsible for all staff within the technical support Function

    • A Function that includes the groups, departments or teamsthat provide technical expertise and overal management of the IT Infrastructure

    Correct Answer
    A. A Function that includes the groups, departments or teamsthat provide technical expertise and overal management of the IT Infrastructure

Quiz Review Timeline (Updated): Jun 23, 2024 +

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  • Current Version
  • Jun 23, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 06, 2012
    Quiz Created by
    KarenBoreland

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