You need to take this ITIL Foundation certification quiz today if you want to enhance your knowledge about the Information Technology Infrastructure Library Foundation! The Information Technology Library Foundation is a certification based on their Information Technology Service Management practices. Their aim is to give professionals an understanding of the guidelines and the framework of IT. Make sure to answer See moreeach question carefully as it will affect your final score. Let's go!
Change Management
Configuration Management
Problem Management
Release Management
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To co-ordinate all modifications to the IT infrastructure
To record incidents for later study
To approve all modifications made to the Known Error database
To identify user needs and modify the IT infrastructure based on such needs
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Availability Management
IT Service Continuity Management
Service Level Management
Service Management
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Budgeting
Charging
Procuring
Pricing
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Availability management
Capacity management
IT Service Continuity management
Service management
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To provide an approach based on the best examples taken from practice
To serve as the international standard for IT Service Management
To serve as the standard model for IT service provision
To serve as a theoretical framework for process design
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Modifications to Service Level Agreements (SLA's)
Notices regarding modified Configuration Items (CI's)
Requests to IT organization for user support
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Application Sizing
Vulnerability
Maintainability
Resilience
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Availability
Integrity
Stability
Confidentiality
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Availability Management
Capacity Management
Change Management
Incident Management
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Change Management
Configuration Management
Incident Management
Service Level Management
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To check whether any illegal software on computers within the organization
To store the original versions of all authorized software within the organization.
To register where each software version is available
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To draw up Service Level Agreements (SLA'S)
To report on the number and nature of incidents that occurred during a specific period.
To determine the availability of an IT service using the number of resolved incidents.
To analyze, together with other data, to determine if the agreed service level is being provided.
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One or more Know Errors
A known cause of one or more incidents
The unknown cause of of one or more incidents
A known error with one or more incidents
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Availability Management
Incident Management
Problem Management
Release Management
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Application Management
Capacity Management
Computer Operations Management
Release Management
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The customer's expectations and needs regarding the service
What the IT organization expects of the customer
The conditions required for Service Level Agreement (SLA)
A paragraph of the SLA with additional specifications required to execute the SLA
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To enter into contracts with suppliers
To monitor the availability of change through system
To verify the reliability and the service level of configuration items(CI's) purchased from and maintained by third parties.
To plan and manage the reliability and availability of IT Service
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Formal escalation
Functional escalation
Hierarchical escalation
Operational escalation
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Operational Level Agreement (OLA)
Service Level Agreement (SLA)
Service Level Requirement (SLR)
Underpinning Contract (UC)
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0-line Service Desk First-line Both Solution Teams Second-Line Specialists
First-line Service Desk Second-line PC Solution Team Third-line Network Solution Fourth-line Specialists
First-line Service Desk Second-line both Solutions Team third-line Specialist
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Convening the configuration Advisory Board
Physically managing software items
Installing equipment at the work place
Recording the relations between Configuration Items (CI)
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By making agreements on the availability of the Security Database
By making agreements on the security of Availability Database
By establishing the security boundaries based on the availability requirements
By implementing the measures specified by Security Management for securing the data
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To figure out the details for work arounds
To resolve Known Errors through the Change Management process
To recognize and register known errors
To register and manage known errors
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A (physical) storage area for the original versions of all authorized software in use
A reference manual that includes all software documentation (manuals and the like)
A registration tool for all software items
A type of Configuration Management Database (CMDB) for software.
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Change Management
Customer liaison
Problem Management
Service Level Management
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The standard configuration for the configuration management database (CMDB)
A description of a standardized Configuration Item (CI)
A set of CI's that is delivered once
A recorded snapshot of a product or service, to provide a basis for a configuration audit and regression
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How do we get where we want to be?
How do we know we have arrived?
Where do we want to be?
Where are we now?
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It resolves serious incident for the Service Desk
It studies all incidents resolved by the Service Desk.
It relieves the Service Desk by communicating the resolution directly to the user.
It makes information on a know error available to the Services desk
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A call
Documentation
An incident
A process
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To figure out the details for work arounds
To resolve Known Errors through the Change Management process
To recognize and register Known Errors
To register and manage known Errors
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Application Management
Incident Management
Problem Management
Release Management
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The Change Manager reports the change to Problem Management
The Change Manager reports the change to Incident Management
The Change Manager presents the change to the Change Advisory Board
The Change Manager presents
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Asset Management only deals with what you own ; Configuration management deals with everything in your infrastructure.
Asset Management is a superset of Configuration Management, as it includes non-IT assets such as chairs and tables.
Asset Management deals with the financial aspects of Configuration Items; Configuration Management only deals with the technical details of the infrastructure.
Configuration Management goes much further than Asset Management, because it also specifies the relations between assets.
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Availability management
Capacity Management
IT Service Continuity Management
Service Level Management
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Post implementation review
Emergency Release
Service Request
Work-Around
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By recording agreements between internal and external customers and suppliers in formal documents
By defining general accepted norms for service levels
By promoting a customer focus among all the employees of the IT organization
By planning, implementing and managing a coherent set of processes for providing IT services
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Quiz Review Timeline (Updated): Mar 27, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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