ITIL - Practice Exam
Select the correct choice for each of the following questions and score a perfect!
- 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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