ITIL V3.5 Practice Test 2

46 Questions | Total Attempts: 418

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ITIL Quizzes & Trivia

Questions and Answers
  • 1. 
    The BEST processes to automate are those that are:
    • A. 

      Carried out by Service Operations

    • B. 

      Carried out by lots of people

    • C. 

      Critical to the success of the business mission

    • D. 

      Simple and well understood

  • 2. 
    Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and deployment technology 4. Process Design
    • A. 

      2, 3 and 4 only

    • B. 

      1, 3 and 4 only

    • C. 

      1, 2 and 3 only

    • D. 

      All of the above

  • 3. 
    Which of the following are the two primary elements that create value for customers?
    • A. 

      Value on Investment (VOI), Return on Investment (ROI)

    • B. 

      Customer and User satisfaction

    • C. 

      Understanding Service Requirements and Warranty

    • D. 

      Utility and Warranty

  • 4. 
    Within Service Design, what is the key output handed over to Service Transition?
    • A. 

      Measurement, methods and metrics

    • B. 

      Service Design Package

    • C. 

      Service Portfolio Design

    • D. 

      Process definitions

  • 5. 
    What is the Service Pipeline?
    • A. 

      All services that are at a conceptual or development stage

    • B. 

      All services except those that have been retired

    • C. 

      All services that are contained within the Service Level Agreement (SLA)

    • D. 

      All complex multi-user services

  • 6. 
    Which of the following statements BEST describes a Definitive Media Library (DML)?
    • A. 

      A secure location where definitive hardware spares are held

    • B. 

      A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

    • C. 

      A database that contains definitions of all media CIs

    • D. 

      A secure library where definitive authorised versions of all software and back-ups are stored and protected

  • 7. 
    In the phrase "People, Processes, Products and Partners". Products refers to:
    • A. 

      IT Infrastructure and Applications

    • B. 

      Services, technology and tools

    • C. 

      Goods provided by third parties to support the IT Services

    • D. 

      All assets belonging to the Service Provider

  • 8. 
    Defining the processes needed to operate a new service is part of:
    • A. 

      Service Design: Design the processes

    • B. 

      Service Strategy: Develop the offerings

    • C. 

      Service Transition: Plan and prepare for deployment

    • D. 

      Service Operation: IT Operations Management

  • 9. 
    Which Service Design process makes the most use of data supplied by Demand Management?
    • A. 

      Service Catalogue Management

    • B. 

      Service Level Management

    • C. 

      IT Service Continuity Management

    • D. 

      Capacity Management

  • 10. 
    Which of these are objectives of Service Level Management 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in
    • A. 

      1, 2 and 3 only

    • B. 

      1 and 2 only

    • C. 

      1, 2 and 4 only

    • D. 

      All of the above

  • 11. 
    Which process is responsible for discussing reports with customers showing whether services have met their targets?
    • A. 

      Continual Service Improvement

    • B. 

      Business Relationship Management

    • C. 

      Service Level Management

    • D. 

      Availability Management

  • 12. 
    Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
    • A. 

      1 only

    • B. 

      All of the above

    • C. 

      1 and 2 only

    • D. 

      1 and 3 only

  • 13. 
    Reliability is a measure of:
    • A. 

      The availability of a service or component

    • B. 

      The level of risk that could impact a service or process

    • C. 

      How long a service or component can perform its function without failing

    • D. 

      A measure of how quickly a service or component can be restored to normal working

  • 14. 
    Which process is responsible for managing relationships with vendors?
    • A. 

      Change Management

    • B. 

      Service Portfolio Management

    • C. 

      Supplier Management

    • D. 

      Continual Service Improvement

  • 15. 
    The Supplier Management process includes: 1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements 3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
    • A. 

      1 and 2 only

    • B. 

      1 only

    • C. 

      All of the above

    • D. 

      1 and 3 only

  • 16. 
    Data used to support the capacity management process should be stored in:
    • A. 

      A configuration management database (CMDB)

    • B. 

      A capacity database (CDB)

    • C. 

      A configuration management system (CMS)

    • D. 

      A capacity management information system (CMIS)

  • 17. 
    Which process contains the Business, Service and Component sub-processes?
    • A. 

      Capacity Management

    • B. 

      Incident Management

    • C. 

      Service Level Management

    • D. 

      Financial Management

  • 18. 
    IT Service Continuity strategy should be based on: 1: Design of the service technology 2: Business continuity strategy 3: Business Impact Analysis 4: Risk assessment
    • A. 

      1, 2 and 4 only

    • B. 

      1, 2 and 3 only

    • C. 

      2, 3 and 4 only

    • D. 

      1, 3 and 4 only

  • 19. 
    A change process model should include: 1 - The steps that should be taken to handle the change with any dependences or coprocessing defined, including handling issues and unexpected events 2 - Responsibilities; who should do what, including escalation 3 - Timescales and thresholds for completion of the actions 4 - Complaints procedures
    • A. 

      1,2 and 3 only

    • B. 

      All of the above

    • C. 

      1 and 2 only

    • D. 

      1,2 and 4 only¬

  • 20. 
    Which of the following BEST describes a Change Authority?
    • A. 

      The Change Advisory Board

    • B. 

      A person that provides formal authorisation for a particular type of change.

    • C. 

      A role, person or a group of people that provides formal authorisation for a particular type of change.

    • D. 

      The Change Manager who provides formal authorisation for each change

  • 21. 
    Which of these would fall outside the scope of a typical service change management process
    • A. 

      A change to a contract with a supplier

    • B. 

      A firmware upgrade to a server that is only used for IT Service Continuity purposes

    • C. 

      An urgent need to replace a CPU to restore a service during an incident

    • D. 

      A change to a business process that depends on IT Services

  • 22. 
    Which of the following statements BEST describes the aims of Release and Deployment Management?
    • A. 

      To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

    • B. 

      To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

    • C. 

      To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

    • D. 

      To record and manage deviations, risks and issues related to the new or changed service

  • 23. 
    Which of the following BEST describes Technical Management?
    • A. 

      A Function responsible for Facilities Management and building control systems

    • B. 

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

    • C. 

      Senior managers responsible for all staff within the technical support Function

    • D. 

      A Function that includes the groups, departments or teams that provide technical expertise

  • 24. 
    Which of the following functions would be responsible for management of a data centre?
    • A. 

      Technical Management

    • B. 

      Service Desk

    • C. 

      IT Operations Control

    • D. 

      Facilities Management

  • 25. 
    Which of these statements about Resources and Capabilities is CORRECT?
    • A. 

      Resources are types of Service Asset and Capabilities are not

    • B. 

      Resources and Capabilities are both types of Service Asset

    • C. 

      Capabilities are types of Service Asset and Resources are not

    • D. 

      Neither Capabilities nor Resources are types of Service Asset

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