Implementation Of ITIL Service Management

51 Questions | Total Attempts: 288

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ITIL Quizzes & Trivia

Questions and Answers
  • 1. 
    What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
    • A. 

      Return On Investment (ROI), Value On Investment (VOI), quality

    • B. 

      Strategic, tactical and operational

    • C. 

      Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

    • D. 

      Technology, process and service

  • 2. 
    Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
    • A. 

      Service Strategy

    • B. 

      Service Transition

    • C. 

      Service Operation

    • D. 

      Continual Service Improvement

  • 3. 
    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

  • 4. 
    A single Release unit, or a structured set of Release units can be defined within:
    • A. 

      The RACI Model

    • B. 

      A Release Package

    • C. 

      A Request Model

    • D. 

      The Plan, Do, Check, Act (PDCA) cycle

  • 5. 
    What is a RACI model used for?
    • A. 

      Performance analysis

    • B. 

      Recording Configuration Items

    • C. 

      Monitoring services

    • D. 

      Defining roles and responsibilities

  • 6. 
    Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
    • A. 

      Proprietary Knowledge may be 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

  • 7. 
    Which of the following is an objective of Release and Deployment Management?
    • A. 

      To standardize methods and procedures used for efficient and prompt handling of all changes

    • B. 

      To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

    • C. 

      To ensure that overall business risk of change is optimized

    • D. 

      To define and agree release and deployment plans with customers and stakeholders

  • 8. 
    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)

  • 9. 
    A set of specialized organizational capabilities for providing value to customers in the form of services
    • A. 

      A set of specialized organizational capabilities for providing value to customers in the form of services

    • B. 

      A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

    • C. 

      The management of functions within an organization to perform certain activities

    • D. 

      Units of organizations with roles to perform certain activities

  • 10. 
    "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
    • A. 

      Applications and Infrastructure

    • B. 

      Functions and Processes

    • C. 

      Service Pipeline and Service Catalogue

    • D. 

      Markets and Customers

  • 11. 
    Which of the following is NOT a characteristic of a process?
    • A. 

      It is measurable

    • B. 

      Delivers specific results

    • C. 

      Responds to specific events

    • D. 

      A method of structuring an organization

  • 12. 
    Which of the following is the BEST definition of the term Service Management?
    • A. 

      A set of specialized organizational capabilities for providing value to customers in the form of services

    • B. 

      A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

    • C. 

      The management of functions within an organization to perform certain activities

    • D. 

      Units of organizations with roles to perform certain activities

  • 13. 
    Which of the following statements is CORRECT for every process? *1. It delivers its primary results to a customer or stakeholder *2. It defines activities that are executed by a single function
    • A. 

      Both of the above

    • B. 

      1 only

    • C. 

      Neither of the above

    • D. 

      2 only

  • 14. 
    Which of the following is NOT a purpose of Service Transition?
    • A. 

      To ensure that a service can be managed, operated and supported

    • B. 

      To provide training and certification in project management

    • C. 

      To provide quality knowledge of Change, Release and Deployment Management

    • D. 

      To plan and manage the capacity and resource requirements to manage a release

  • 15. 
    What is the BEST description of the purpose of Service Operation?
    • A. 

      To decide how IT will engage with suppliers during the Service Management Lifecycle

    • B. 

      To proactively prevent all outages to IT Services

    • C. 

      To design and build processes that will meet business needs

    • D. 

      To deliver and manage IT Services at agreed levels to business users and customers

  • 16. 
    When can a Known Error record be raised? *1. At any time it would be useful to do so *2. After the permanent solution has been implemented
    • A. 

      2 only

    • B. 

      1 only

    • C. 

      Neither of the above

    • D. 

      Both of the above

  • 17. 
    What is the BEST description of an Operational Level Agreement (OLA)?
    • A. 

      An agreement between the service provider and another part of the same organization

    • B. 

      An agreement between the service provider and an external organization

    • C. 

      A document that describes to a customer how services will be operated on a day-to-day basis

    • D. 

      A document that describes business services to operational staff

  • 18. 
    Which of the following is the CORRECT definition of a Release Unit?
    • A. 

      A measurement of cost

    • B. 

      A function described within Service Transition

    • C. 

      The team of people responsible for implementing a release

    • D. 

      The portion of a service or IT infrastructure that is normally released together

  • 19. 
    The BEST description of an Incident is:
    • A. 

      An unplanned disruption of service unless there is a backup to that service

    • B. 

      An unplanned interruption to service or a reduction in the quality of service

    • C. 

      Any disruption to service whether planned or unplanned

    • D. 

      Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

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

      A Known Error for which the cause and resolution are not yet known

    • B. 

      The cause of two or more Incidents

    • C. 

      A serious Incident which has a critical impact to the business

    • D. 

      The cause of one or more Incidents

  • 21. 
    Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
    • A. 

      People, Process, Partners, Suppliers

    • B. 

      People, Process, Products, Technology

    • C. 

      People, Process, Products, Partners

    • D. 

      People, Products, Technology, Partners

  • 22. 
    What would be the next step in the Continual Service Improvement (CSI) Model after: *1. What is the vision? *2. Where are we now? *3. Where do we want to be? *4. How do we get there? *5. Did we get there? *6. ?
    • A. 

      What is the Return On Investment (ROI)?

    • B. 

      How much did it cost?

    • C. 

      How do we keep the momentum going?

    • D. 

      What is the Value On Investment (VOI)?

  • 23. 
    Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model. *1. Allocate roles and responsibilities to work on CSI initiatives *2. Measure and review that the CSI plan is executed and its objectives are being achieved *3. Identify the scope, objectives and requirements for CSI *4. Decision on implementation of further enhancements
    • A. 

      3-1-2-4

    • B. 

      3-4-2-1

    • C. 

      1-3-2-4

    • D. 

      2-3-4-1

  • 24. 
    Which of the following activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?
    • A. 

      Implementing service and process improvements

    • B. 

      Reviewing measurable improvements

    • C. 

      Creating a baseline

    • D. 

      Defining measurable targets

  • 25. 
    Which of the following do Service Metrics measure?
    • A. 

      Processes and functions

    • B. 

      Maturity and cost

    • C. 

      The end to end service

    • D. 

      Infrastructure availability

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