ITIL - Practice Exam

205 Questions | Total Attempts: 256

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ITIL Quizzes & Trivia

Select the correct choice for each of the following questions and score a perfect!


Questions and Answers
  • 1. 
    What is RACI model used for?
    • A. 

      Definig role and rspnsibilities

    • B. 

      Monitoring services

    • C. 

      Performance analysis

    • D. 

      Recording Configuration Items

  • 2. 
    Which of the following in NOT an example of Self-Help capabilities?
    • A. 

      Requirement to always call the service desk for service request

    • B. 

      Menu-driven range of self help and service requests

    • C. 

      Web front-end

    • D. 

      A direct interface into the back end procoes handling software

  • 3. 
    Which of the following statements in INCORRECT?
    • A. 

      The SKMS is part of the Configuration Management System (CMS)

    • B. 

      The SKMS can include data on the performance of the organization

    • C. 

      The Service Knowledge Management System(SKMS) includes Configuration Management Databases (CMDB)

    • D. 

      The SKMS can include user skills levels

  • 4. 
    The group that authorizes changes that must be installed faster than then mornal process is called the?
    • A. 

      Emergency CAB (ECAB)

    • B. 

      Urgent Change Authority (UCA)

    • C. 

      Urgent Change Board (UCB)

    • D. 

      CAB Emergency Committee (CAB/EC)

  • 5. 
    In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Managment?
    • A. 

      Service Transition

    • B. 

      Service Design

    • C. 

      Service Strategy

    • D. 

      Serivce Operation

  • 6. 
    Which of these statements about Service Desk Staff is CORRECT?
    • A. 

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

    • B. 

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

    • C. 

      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

    • D. 

      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

  • 7. 
    Whcih of the following statements in INCORRECT?
    • A. 

      The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

    • B. 

      The SKMS is part of the Configuration Management System ( CMS )

    • C. 

      The SKMS can include data on the performance of the organization

    • D. 

      The SKMS can include user skill levels

  • 8. 
    Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
    • A. 

      Services and Infrastructure

    • B. 

      Applications and Infrastructure

    • C. 

      Resources and Capabilites

    • D. 

      Utility and Warranty

  • 9. 
    Whcih of the following is NOT one of the five individual aspects of Service Design?
    • A. 

      The design of the Service Portfolio, including the Service Catalogue

    • B. 

      The design of Market Spaces

    • C. 

      The design of new or changed services

    • D. 

      The design of the technology architecture and manangment systems

  • 10. 
    Which of the following in NOT the responsibility of the Service Catalogue Manager?
    • A. 

      Ensuring the all operational services are recorded in the Service Catalogue

    • B. 

      Ensuring the information in the Service Catalogue is accurate

    • C. 

      Ensuring that information in the Service Catalugue is consistent with information in the Service Portfolio

    • D. 

      Ensuring that information within the Service Pipeline is accurate

  • 11. 
    Which role would you MOST expect to be involved in the management of Underpinning Contracts?
    • A. 

      Service Catalogue Manager

    • B. 

      IT Designer/Architect

    • C. 

      Process Manager

    • D. 

      Supplier Manager

  • 12. 
    A plan for managing the end of a supplier contract should be created when?
    • A. 

      The contract is being negotiated

    • B. 

      The contract is about to be ended

    • C. 

      The Supplier Manager decides that there is a risk the contract might need to end soon

    • D. 

      The contract has been agreed

  • 13. 
    Which of the following sentences BEST describes a Standard Change?
    • A. 

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

    • B. 

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

    • C. 

      A change that is made as the result of an audit

    • D. 

      A change that correctly follows the required change process

  • 14. 
    The BEST description of the purpose of Service Operation is?
    • A. 

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

    • B. 

      To proactively prevent all outages to IT Services

    • C. 

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

    • D. 

      To design and build processes that will meet business needs

  • 15. 
    Which of these statements about Service Desk staff is CORRECT?
    • A. 

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

    • B. 

      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

    • C. 

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

    • D. 

      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

  • 16. 
    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)?
    • A. 

      3 Only

    • B. 

      1 Only

    • C. 

      2 Only

    • D. 

      All of the above

  • 17. 
    Effective release and deployment management enables the service provider to add value to the business by?
    • A. 

      Ensuring that all assets are accounted for

    • B. 

      Ensures that the fastest servers are purchased

    • C. 

      Delivering change, faster and at optimum cost and minimized risk

    • D. 

      Verifying the accuracy of all items in the configuration management database

  • 18. 
    How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
    • A. 

      Each stage should be carried out once in the order Plan-Do-Check-Act

    • B. 

      There should be a singlePlan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

    • C. 

      There should be a single Plan andDo,then Check and Act should be carried out multiple times to implement Continual Improvement

    • D. 

      The entire cycle should be repeated multiple times to implement Continual Improvement

  • 19. 
    Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get there?"?
    • A. 

      Service Strategy

    • B. 

      Service Design

    • C. 

      Service Operation

    • D. 

      Servie Transition

  • 20. 
    Which of the following are responsibilities of a Service Level Manager? 1. Agreeing targets in Service Level Agreements 2. Designing the service so it can meet the targets 3. Ensuring all needed contracts and agreements are in place
    • A. 

      1 and 3 only

    • B. 

      All of the above

    • C. 

      2 and 3 only

    • D. 

      1 and 2 only

  • 21. 
    Which of the following combinations covers all the roles in Service Asset and Configuration Management?
    • A. 

      Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

    • B. 

      Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

    • C. 

      Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

    • D. 

      Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

  • 22. 
    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:
    • A. 

      Only manage incidents effectively through 1st and 2nd line

    • B. 

      Only manage incidents effectively through the 1st line

    • C. 

      Only manage incidents effectively through the 3rd line

    • D. 

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

  • 23. 
    Which of the following statements is CORRECT?
    • A. 

      The CMS is part of the Configuration Management Data Base (CMDB)

    • B. 

      The KEDB and the CMS form part of the larger SKMS

    • C. 

      The Service Knowledge Management System (SKMS) is part of the CMS

    • D. 

      The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

  • 24. 
    The MAIN purpose of the Service Portfolio is to describe services in terms of?
    • A. 

      Business Value

    • B. 

      Functionality

    • C. 

      IT Assets

    • D. 

      Service Level Requirements

  • 25. 
    Application Management plays a role in all applications. One of the key decisions to which they contribute is?
    • A. 

      Whether to buy an application or build it

    • B. 

      Should application development be outsourced

    • C. 

      Who the vendor of the storage devices will be

    • D. 

      Where the vendor of an application is located

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