ITIL V3.5 Practice Test 3 assesses knowledge on key aspects of IT service management, including service design, roles of process and service owners, and responsibilities within a RACI matrix. This test is crucial for professionals aiming to enhance their ITIL expertise.
1, 3 and 4 only
All of the above
1, 2 and 3 only
1, 2 and 4 only
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Process owners are more important to service management than service owners
Service owners are more important to service management than process owners
Service owners are as important to service management as process owners
Process owners and service owners are not required within the same organization
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Is responsible for the day-to-day monitoring and operation of the service they own
Is responsible for continual improvement and the management of change affecting the service they own
Is a primary stakeholder in all of the underlying IT processes which support the service they own
Is accountable for a specific service within an organization
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Tell others about the progress of an activity
Perform an activity
Be kept up to date on the progress of an activity
Manage an activity
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Ensuring that information in the Service Catalogue is accurate
Ensuring that information within the Service Pipeline is accurate
Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
Ensuring that all operational services are recorded in the Service Catalogue
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Process Manager
Service Catalog Manager
Supplier Manager
IT Designer/Architect
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1, 2 and 3 only
1, 2 and 4 only
1, 3 and 4 only
All of the above
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Cost Cost
Conformance
Compliance
Capacity
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The IT Executive
The ISO27001 Standard
The Business
The Service Level Manager
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The Service Level Manager
The IT Service Continuity Manager
The Service Catalog Manager
The Supplier Manager
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Early Life Support
Service Test Manager
Evaluation
Release Packaging and Build Manager
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Applications
Infrastructure
Value
Resources
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Service Design
Service Transition
Service Strategy
Service Operation
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Change Management
Service Transition
Service Strategy
Service Design
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Capacity Management
Governance
Service Strategy
Service Level Management
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An agreement with an individual customer group, covering all the services that they use
An agreement that covers one service for a single customer
An agreement that covers service specific issues in a multi-level SLA structure
An agreement that covers one service for all users of that service
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The Service Level Agreement (SLA)
The Problem Record
The Availability Management Information System
The IT Service Continuity Plan
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Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
Public standards are always cheaper to adopt
Public frameworks are prescriptive and tell you exactly what to do
Proprietary knowledge has been tested in a wide range of environments
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Knowledge of public frameworks is more likely to be widely distributed
They are always free ensuring they can be implemented quickly
They are validated across a wide range of environments making them more robust
They make collaboration between organizations easier by giving a common language
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1 only
2 only
Both of the above
Neither of the above
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They are units of organizations designed to perform certain types of work
We must be able to measure them in a relevant manner
They deliver specific results
They respond to specific events
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1 only
2 and 3 only
1, 2 and 4 only
All of the above
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Reduced Total Cost of Ownership
Improved quality of service
Improved Service alignment with business goals
Better balance of technical skills to support live services
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Service Design
Service Strategy
Service Operation
Continual Service Improvement
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They must contain legal wording because of their importance
There should always be a separate SLA for each specific customer
The wording must be clear and concise to allow no room for ambiguity
Changes to the SLA can only be requested by the customer
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1 only
2 only
Both of the above
Neither of the above
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Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
An unplanned interruption to an IT service
The unknown cause of one or more Incidents
Reducing or eliminating the cause of an Incident or Problem
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Yes
No, the workaround must be found before a Known Error is created
No, a Known Error can only be raised after the permanent resolution has been implemented
No, a Known Error must be raised at the same time as a problem
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1 only
2 only
Both of the above
None of the above
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To provide a channel for users to request and receive standard services
Provides the rights for users to be able to use a service or group of services
To prevent Problems and resulting Incidents from happening
To detect security events and make sense of them
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Local
Centralized
Holistic
Virtual
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He desk is co-located within or physically close to the user community it serves
The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
The desk provides 24 hour global support
There is a single desk in one location serving the whole organization
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People, Products, Partners, Profit
People, Process, Products, Partners
Potential, Preparation, Performance, Profit
People, Potential, Products, Performance
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Profit
Preparation
Products
Potential
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1, 2 and 3 only
1, 3 and 4 only
2,3 and 4 only
All of the above
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1 Plan, 2 Do, 3 Check, 4 Act
3 Plan, 2 Do, 4 Check, 1 Act
4 Plan, 3 Do, 1 Check, 2 Act
2 Plan, 3 Do, 4 Check, 1 Act
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Baseline assessments
Service and process improvements
Taking measurements and recording metrics
Setting measurement targets
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Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
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1, 2 and 3 only
1, 3 and 4 only
2, 3 and 4 only
None of the above
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An item of hardware or software registered in the asset database
A collection of information used to describe a hardware or software item
An asset, service component or other item that is, or will be, under the control of Configuration Management
Information recorded by the Service Desk when an Incident is reported
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To standardize methods and procedures used for efficient and prompt handling of all Changes
To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
To ensure that overall business risk of Change is optimized
To define and agree release and deployment plans with customers and stakeholders
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Informational, Scheduled, Normal
Scheduled, Unscheduled, Emergency
Informational, Warning, Exception
Warning, Reactive, Proactive
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1, 2 and 3 only
1, 2 and 4 only
2, 3 and 4 only
All of the above
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Swift application of skills to diagnose any IT Operations failures that occur
Regular scrutiny and improvements to achieve improved service at reduced costs
First line Incident investigation and diagnosis logged by users
Maintenance of status quo to achieve stability of day to day processes and activities
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The ITIL Complementary Guidance
The Service Support book
Pocket Guides
The Service Strategy book
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