ITIL V3.5 Practice Test 4

46 Questions | Total Attempts: 430

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ITIL Quizzes & Trivia

Questions and Answers
  • 1. 
    Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
    • A. 

      The Service Level Manager

    • B. 

      The Configuration Manager

    • C. 

      The Change Manager

    • D. 

      The Information Security Manager

  • 2. 
    Which process lists "Understanding patterns of business activity" as a major role?
    • A. 

      Demand Management

    • B. 

      Supplier Management

    • C. 

      Service Desk

    • D. 

      Request Fulfillment

  • 3. 
    Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
    • A. 

      Service level requests

    • B. 

      Changes and Releases

    • C. 

      Password resets

    • D. 

      Incidents and Problems

  • 4. 
    Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
    • A. 

      Service Transition

    • B. 

      Risk Management

    • C. 

      IT Service Continuity Management

    • D. 

      Availability Management

  • 5. 
    Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
    • A. 

      Continual Service Improvement

    • B. 

      Service Transition

    • C. 

      Service Design

    • D. 

      Service Operation

  • 6. 
    In terms of adding value to the business, which of the following describes Service Operation's contribution?
    • A. 

      The cost of the service is designed, predicted and validated

    • B. 

      Measures for optimization are identified

    • C. 

      Service value is modeled

    • D. 

      Service value is actually seen by customers

  • 7. 
    Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
    • A. 

      Service Operation

    • B. 

      Service Transition

    • C. 

      Continual Service Improvement

    • D. 

      Service Strategy

  • 8. 
    Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment 2. Testing of resilience mechanisms 3. Monitoring of component availability
    • A. 

      All of the above

    • B. 

      1 and 2 only

    • C. 

      1 and 3 only

    • D. 

      2 and 3 only

  • 9. 
    Customer perceptions and business outcomes help to define what?
    • A. 

      The value of a service

    • B. 

      Customer satisfaction

    • C. 

      Total cost of ownership

    • D. 

      Key performance indicators

  • 10. 
    The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
    • A. 

      The utility of a service

    • B. 

      The warranty of a service

    • C. 

      The economic value of a service

    • D. 

      Return on investment

  • 11. 
    A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements(SLAs) 2. It is not necessary to be able to measure all the targets in an SLA Which of the recommendations conform to Service Level Management good practice?
    • A. 

      1 only

    • B. 

      2 only

    • C. 

      Both of the above

    • D. 

      Neither of the above

  • 12. 
    Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?
    • A. 

      The SLA covers one service, for all the customers of that service

    • B. 

      The SLA covers an individual customer group for all services they use

    • C. 

      An SLA that covers all customers for all services

    • D. 

      An SLA for a service with no customers

  • 13. 
    Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
    • A. 

      Technology, Customer, User

    • B. 

      Corporate, Customer, Service

    • C. 

      Corporate, Customer, Technology

    • D. 

      Service, User, IT

  • 14. 
    What is most likely to cause a loss of faith in the Service Level Management process?
    • A. 

      Measurements that match the customer's perception of the service

    • B. 

      Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

    • C. 

      Inclusion of items in the SLA that cannot be effectively measured

    • D. 

      Involving customers in drafting Service Level Requirements

  • 15. 
    In which document would you expect to see an overview of actual service achievements against targets?
    • A. 

      Operational Level Agreement (OLA)

    • B. 

      Capacity Plan

    • C. 

      Service Level Agreement (SLA)

    • D. 

      SLA Monitoring Chart (SLAM)

  • 16. 
    Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
    • A. 

      Remediation Planning

    • B. 

      Categorization

    • C. 

      Prioritization

    • D. 

      Review and Close

  • 17. 
    Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
    • A. 

      The ECAB considers every high priority Request for Change

    • B. 

      Amongst the duties of the ECAB is the review of completed emergency changes

    • C. 

      The ECAB will be used for emergency changes where there may not be time to call a full CAB

    • D. 

      The ECAB will be chaired by the IT Director

  • 18. 
    Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
    • A. 

      Service Level Management

    • B. 

      Change Management

    • C. 

      Incident Management

    • D. 

      Service Asset and Configuration Management

  • 19. 
    What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
    • A. 

      Configuration Baseline

    • B. 

      Project Baseline

    • C. 

      Change Baseline

    • D. 

      Asset Baseline

  • 20. 
    Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control
    • A. 

      1 only

    • B. 

      2 only

    • C. 

      Both of the above

    • D. 

      Neither of the above

  • 21. 
    Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?
    • A. 

      Describes the topography of the hardware

    • B. 

      Describes how the Configuration Items (CIs) work together to deliver the services

    • C. 

      Defines which software should be installed on a particular piece of hardware

    • D. 

      Defines how version numbers should be used in a release

  • 22. 
    What is the name of the area where the definitive authorised versions of all media Configuration Items(CIs) are stored and protected?
    • A. 

      Definitive Media Library

    • B. 

      Definitive Software Store

    • C. 

      Service Knowledge Management System

    • D. 

      Software Secure Library

  • 23. 
    Which model delivers a view of the services, assets and infrastructure?
    • A. 

      Incident Model

    • B. 

      Problem Model

    • C. 

      Configuration Model

    • D. 

      Change Model

  • 24. 
    Where would you expect incident resolution targets to be documented?
    • A. 

      A Service Level Agreement(SLA)

    • B. 

      A Request for Change(RFC)

    • C. 

      The Service Portfolio

    • D. 

      A Service Description

  • 25. 
    Which statement BEST represents the guidance on incident logging?
    • A. 

      Incidents must only be logged if a resolution is not immediately available

    • B. 

      Only incidents reported to the Service Desk can be logged

    • C. 

      All incidents must be fully logged

    • D. 

      The Service Desk decide which incidents to log

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