ITIL - Simulado N°01

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| By Alderix
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Alderix
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Quizzes Created: 1 | Total Attempts: 118
Questions: 14 | Attempts: 118

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ITIL Quizzes & Trivia

Questions and Answers
  • 1. 

    Which of the following is a Service desk activity?

    • A.

      Functioning as the first point of contact for the customer

    • B.

      Investigating the cause of disruptions for the customer

    • C.

      Tracing the cause of incidents

    Correct Answer
    A. Functioning as the first point of contact for the customer
    Explanation
    A service desk activity involves functioning as the first point of contact for the customer. This means that the service desk is responsible for receiving and addressing customer inquiries, issues, and requests. They act as a central hub for customer communication, providing support, troubleshooting, and guidance. By being the initial contact point, the service desk ensures that customers have a direct channel to seek assistance and have their concerns addressed promptly and efficiently.

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  • 2. 

    What is the role of ITIL within IT Service Management?

    • A.

      To provide an approach based on the best examples from practice

    • B.

      To serve as the international norm for IT Service Management

    • C.

      To serve as the standard model for IT service provision

    • D.

      To serve as a theoretical framework for process design

    Correct Answer
    A. To provide an approach based on the best examples from practice
    Explanation
    ITIL, or Information Technology Infrastructure Library, plays a role in IT Service Management by providing an approach based on the best examples from practice. This means that ITIL offers a set of guidelines and best practices that have been proven to be effective in managing IT services. It serves as a reference for organizations to improve their service management processes and align them with industry standards. By following the ITIL approach, organizations can enhance their service delivery, increase customer satisfaction, and improve overall efficiency.

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  • 3. 

    The network managers are up to their ears in work. They rarely have time to proactively manage the network. One of the reasons is that they are contacted directly by users to resolve all sorts of disruptions. What ITIL process would improve this situation?

    • A.

      Change Management

    • B.

      Configuration Management

    • C.

      Incident Management

    • D.

      Problem Management

    Correct Answer
    C. Incident Management
    Explanation
    Incident Management would improve this situation. Incident Management is a process that focuses on restoring normal service operations as quickly as possible after an incident occurs. By implementing Incident Management, network managers can establish a structured approach for handling disruptions and incidents, allowing them to prioritize and resolve issues efficiently. This process would help reduce the direct contact from users to network managers, freeing up their time to proactively manage the network and prevent future disruptions.

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  • 4. 

    Which of the following tasks is the responsibility of Problem Management?

    • A.

      Coordinating all modifications to the IT infrastructure

    • B.

      Recording incidents for later study

    • C.

      Approving all modifications made to the Known Error database

    • D.

      Signaling any user needs and modifying the IT infrastructure based on these needs

    Correct Answer
    C. Approving all modifications made to the Known Error database
    Explanation
    Problem Management is responsible for approving all modifications made to the Known Error database. The Known Error database contains information about previously identified problems and their workarounds or solutions. By approving modifications to this database, Problem Management ensures that accurate and up-to-date information is available to IT teams when they encounter similar incidents in the future. This helps in resolving incidents efficiently and preventing their recurrence.

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  • 5. 

    Data in the Configuration Management Database (CMDB) may only be modified after permission is granted to modify the infrastructure. What process grants this permission?

    • A.

      Change Management

    • B.

      Configuration Management

    • C.

      Incident Management

    • D.

      Service Level Management

    Correct Answer
    A. Change Management
    Explanation
    Change Management is the process that grants permission to modify the infrastructure in the Configuration Management Database (CMDB). This process ensures that any changes made to the infrastructure are properly planned, evaluated, and approved to minimize risks and disruptions. Change Management typically involves assessing the impact of proposed changes, obtaining approvals from relevant stakeholders, and implementing the changes in a controlled and coordinated manner. By following the Change Management process, organizations can maintain the integrity and stability of their infrastructure while allowing necessary modifications to be made.

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  • 6. 

    Which of the following concepts is part of Change Management?

    • A.

      Post implementation review (evaluation after implementation)

    • B.

      Emergency release

    • C.

      Service request

    • D.

      Work-around

    Correct Answer
    A. Post implementation review (evaluation after implementation)
    Explanation
    Post implementation review (evaluation after implementation) is a concept that is part of Change Management. Change Management involves managing changes to a system or process in order to minimize disruption and maximize the benefits of the change. The post implementation review is conducted after a change has been implemented to assess its success, identify any issues or areas for improvement, and ensure that the desired outcomes have been achieved. This concept is important in ensuring that changes are effectively managed and that lessons learned can be applied to future changes.

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  • 7. 

    A user receives a new PC that is linked to the network. His old PC is installed as a print server for the local network. What process is responsible for registering this modification in the Configuration Management Database (CMDB)?

    • A.

      Change Management

    • B.

      Configuration Management

    • C.

      Problem Management

    • D.

      Release Management

    Correct Answer
    B. Configuration Management
    Explanation
    The process responsible for registering the modification of linking the new PC to the network and installing the old PC as a print server in the Configuration Management Database (CMDB) is Configuration Management. Configuration Management is the process of identifying, controlling, and maintaining the configuration items (CIs) in an organization's IT infrastructure. It ensures that accurate and up-to-date information about the configuration items is recorded in the CMDB, which helps in managing changes, incidents, and problems effectively.

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  • 8. 

    Over the years an insurance broker has become more and more dependent on its information systems. Thus, the decision has been made that there must be assurances regarding IT service provision following an interruption to the business. What process should be set up to assure this?

    • A.

      Availability Management

    • B.

      IT Service Continuity Management

    • C.

      Service Level Management

    • D.

      Service Management

    Correct Answer
    B. IT Service Continuity Management
    Explanation
    IT Service Continuity Management should be set up to assure IT service provision following an interruption to the business. This process involves creating and maintaining plans and procedures to ensure that IT services can be recovered and restored in a timely manner after a disruption. It includes activities such as risk assessment, business impact analysis, and the development of strategies for IT service continuity. This process is essential in ensuring that the insurance broker can continue to provide uninterrupted services to its clients even in the event of a business interruption.

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  • 9. 

    The data for financial administration are only to be made accessible to authorised users. The security management function takes steps to ensure this is so. What aspect of the data is primarily be ensured by the security management function by taking such steps?

    • A.

      Availability

    • B.

      Integrity

    • C.

      Stability

    • D.

      Confidentiality

    Correct Answer
    D. Confidentiality
    Explanation
    The security management function primarily ensures the confidentiality of the data by taking steps to make it accessible only to authorized users. This means that the data is protected from unauthorized access and kept confidential, ensuring that only those who are authorized can access and view the financial administration data.

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  • 10. 

    A computer operator sees that a disk is about to become full. To what ITIL process must he report this?

    • A.

      Availability Management

    • B.

      Capacity Management

    • C.

      Change Management

    • D.

      Incident Management

    Correct Answer
    D. Incident Management
    Explanation
    The computer operator must report the disk becoming full to Incident Management. Incident Management is responsible for handling and resolving any incidents or disruptions in the IT services. The disk becoming full can be considered as an incident as it affects the availability and performance of the system. By reporting it to Incident Management, they can take appropriate actions to resolve the issue and prevent any further disruptions.

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  • 11. 

    For which of the following activities is Release Management responsible?

    • A.

      Checking whether there is any illegal software on the computers within the organisation

    • B.

      Saving the original copies of all authorised software within the organisation

    • C.

      Registering where what versions of software are available

    Correct Answer
    B. Saving the original copies of all authorised software within the organisation
    Explanation
    Release Management is responsible for saving the original copies of all authorized software within the organization. This involves ensuring that the organization has a backup of the original software in case it needs to be reinstalled or restored. Release Management also ensures that the authorized software is properly stored and accessible to the organization's users. This responsibility helps to maintain the integrity and availability of the software assets within the organization.

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  • 12. 

    For what purposes does Service Level Management use data from the service desk's incident registration?

    • A.

      To draw up service level agreements (SLAs)

    • B.

      To draw up reports regarding the number and nature of incidents that occurred during a specific period

    • C.

      To determine the availability of an IT service using the number of resolved incidents

    • D.

      To use together with other data to check whether the agreed upon service level is being provided

    Correct Answer
    D. To use together with other data to check whether the agreed upon service level is being provided
    Explanation
    Service Level Management uses data from the service desk's incident registration to check whether the agreed upon service level is being provided. This data is used in conjunction with other data to assess the performance and adherence to the service level agreements (SLAs). By analyzing the number and nature of incidents that occurred during a specific period, Service Level Management can evaluate the effectiveness of the IT service and identify any areas that need improvement or adjustment to meet the agreed upon service level.

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  • 13. 

    The service desk has handled 2317 calls this month. What do these calls include?

    • A.

      Modifications to Service Level Agreements (SLAs)

    • B.

      Notices regarding modified Configuration Items (CIs)

    • C.

      Requests to the IT organisation for user support

    Correct Answer
    C. Requests to the IT organisation for user support
    Explanation
    The given correct answer suggests that the calls handled by the service desk include requests to the IT organization for user support. This means that the service desk is responsible for addressing and resolving issues or problems raised by users regarding IT services or systems.

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  • 14. 

    A steel company is merging with a competitor. The IT departments, along with the IT infrastructures of both companies will be combined. What process is responsible for determining the disk and memory space that will be required for applications running in the combined IT infrastructure?

    • A.

      Application Management

    • B.

      Capacity Management

    • C.

      Computer Operations Management

    • D.

      Release Management

    Correct Answer
    B. Capacity Management
    Explanation
    Capacity Management is the process responsible for determining the disk and memory space that will be required for applications running in the combined IT infrastructure. This process involves analyzing the current and future needs of the applications, assessing the resources available, and making decisions on how to effectively allocate and manage those resources. In the context of the merger between the steel company and its competitor, Capacity Management would be crucial in ensuring that the combined IT infrastructure can support the applications without any performance issues or resource constraints.

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