ITIL V3.5 Practice Test 3

46 Questions | Total Attempts: 375

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ITIL Quizzes & Trivia

Questions and Answers
  • 1. 
    One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?
    • A. 

      Only capabilities needed and agreed

    • B. 

      Only resources and capabilities needed

    • C. 

      Only requirements needed and agreed

    • D. 

      Requirements, resources and capabilities needed and agreed

  • 2. 
    A process owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Ensuring process staff undertake the required training
    • A. 

      1, 3 and 4 only

    • B. 

      All of the above

    • C. 

      1, 2 and 3 only

    • D. 

      1, 2 and 4 only

  • 3. 
    Which of the following statements is CORRECT?
    • A. 

      Process owners are more important to service management than service owners

    • B. 

      Service owners are more important to service management than process owners

    • C. 

      Service owners are as important to service management as process owners

    • D. 

      Process owners and service owners are not required within the same organization

  • 4. 
    Which of the following statements is INCORRECT? The Service Owner:
    • A. 

      Is responsible for the day-to-day monitoring and operation of the service they own

    • B. 

      Is responsible for continual improvement and the management of change affecting the service they own

    • C. 

      Is a primary stakeholder in all of the underlying IT processes which support the service they own

    • D. 

      Is accountable for a specific service within an organization

  • 5. 
    A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
    • A. 

      Tell others about the progress of an activity

    • B. 

      Perform an activity

    • C. 

      Be kept up to date on the progress of an activity

    • D. 

      Manage an activity

  • 6. 
    Which of the following is NOT the responsibility of the Service Catalogue Manager?
    • A. 

      Ensuring that information in the Service Catalogue is accurate

    • B. 

      Ensuring that information within the Service Pipeline is accurate

    • C. 

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

    • D. 

      Ensuring that all operational services are recorded in the Service Catalogue

  • 7. 
    Which role would you MOST expect to be involved in the management of Underpinning Contracts?
    • A. 

      Process Manager

    • B. 

      Service Catalog Manager

    • C. 

      Supplier Manager

    • D. 

      IT Designer/Architect

  • 8. 
    A Service Design Package should be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An Emergency Change to an IT service 4. An IT service retirement
    • A. 

      1, 2 and 3 only

    • B. 

      1, 2 and 4 only

    • C. 

      1, 3 and 4 only

    • D. 

      All of the above

  • 9. 
    There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Effectiveness 3. Efficiency 4. ?
    • A. 

      Cost Cost

    • B. 

      Conformance

    • C. 

      Compliance

    • D. 

      Capacity

  • 10. 
    Which of the following defines the level of protection in Information Security Management? A. The IT Executive B. The ISO27001 Standard C. The Business D. The Service Level Manager
    • A. 

      The IT Executive

    • B. 

      The ISO27001 Standard

    • C. 

      The Business

    • D. 

      The Service Level Manager

  • 11. 
    Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
    • A. 

      The Service Level Manager

    • B. 

      The IT Service Continuity Manager

    • C. 

      The Service Catalog Manager

    • D. 

      The Supplier Manager

  • 12. 
    Which of the following provides resources to resolve operational and support issues during Release and Deployment?
    • A. 

      Early Life Support

    • B. 

      Service Test Manager

    • C. 

      Evaluation

    • D. 

      Release Packaging and Build Manager

  • 13. 
    What does a service always deliver to customers?
    • A. 

      Applications

    • B. 

      Infrastructure

    • C. 

      Value

    • D. 

      Resources

  • 14. 
    Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
    • A. 

      Service Design

    • B. 

      Service Transition

    • C. 

      Service Strategy

    • D. 

      Service Operation

  • 15. 
    Which of the following is MOST concerned with the design of new or changed services?
    • A. 

      Change Management

    • B. 

      Service Transition

    • C. 

      Service Strategy

    • D. 

      Service Design

  • 16. 
    Which of the following is concerned with fairness and transparency?
    • A. 

      Capacity Management

    • B. 

      Governance

    • C. 

      Service Strategy

    • D. 

      Service Level Management

  • 17. 
    Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
    • A. 

      An agreement with an individual customer group, covering all the services that they use

    • B. 

      An agreement that covers one service for a single customer

    • C. 

      An agreement that covers service specific issues in a multi-level SLA structure

    • D. 

      An agreement that covers one service for all users of that service

  • 18. 
    Where should details of a Workaround always be documented?
    • A. 

      The Service Level Agreement (SLA)

    • B. 

      The Problem Record

    • C. 

      The Availability Management Information System

    • D. 

      The IT Service Continuity Plan

  • 19. 
    Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?
    • A. 

      Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented

    • B. 

      Public standards are always cheaper to adopt

    • C. 

      Public frameworks are prescriptive and tell you exactly what to do

    • D. 

      Proprietary knowledge has been tested in a wide range of environments

  • 20. 
    Which of the following is NOT a benefit of using public frameworks and standards?
    • A. 

      Knowledge of public frameworks is more likely to be widely distributed

    • B. 

      They are always free ensuring they can be implemented quickly

    • C. 

      They are validated across a wide range of environments making them more robust

    • D. 

      They make collaboration between organizations easier by giving a common language

  • 21. 
    Which of the following statements about processes is CORRECT? 1. A process is always organized around a set of objectives 2. A process should be documented
    • A. 

      1 only

    • B. 

      2 only

    • C. 

      Both of the above

    • D. 

      Neither of the above

  • 22. 
    Which of the following statements about processes is INCORRECT?
    • A. 

      They are units of organizations designed to perform certain types of work

    • B. 

      We must be able to measure them in a relevant manner

    • C. 

      They deliver specific results

    • D. 

      They respond to specific events

  • 23. 
    Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics
    • A. 

      1 only

    • B. 

      2 and 3 only

    • C. 

      1, 2 and 4 only

    • D. 

      All of the above

  • 24. 
    You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?
    • A. 

      Reduced Total Cost of Ownership

    • B. 

      Improved quality of service

    • C. 

      Improved Service alignment with business goals

    • D. 

      Better balance of technical skills to support live services

  • 25. 
    Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
    • A. 

      Service Design

    • B. 

      Service Strategy

    • C. 

      Service Operation

    • D. 

      Continual Service Improvement

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