Yaahub - ITIL Quiz

40 Questions

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Yaahub - ITIL Quiz

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Questions and Answers
  • 1. 
    The three sub-processes of Capacity Management are:
    • A. 

      Business Capacity Management, Technology Capacity Management and Component Capacity Management

    • B. 

      Business Capacity Management, Service Capacity Management and Component Capacity Management

    • C. 

      Supplier Capacity Management, Service Capacity Management and Technology Capacity Management

    • D. 

      Supplier Capacity Management, Service Capacity Management and Component Capacity Management

  • 2. 
    Where within the Service Lifecycle would it be decided what services we should be offering and to whom they will be offered?
    • A. 

      Continual Service Improvement

    • B. 

      Service Operation

    • C. 

      Service Design

    • D. 

      Service Strategy

  • 3. 
    Which Service Lifecycle phase is responsible for ensuring that existing measurement methods can provide the required metrics for new or changed services?
    • A. 

      Service Operation

    • B. 

      Continual Service Improvement

    • C. 

      Service Design

    • D. 

      Service Delivery

  • 4. 
    Which of these processes includes a need to carry out Risk Assessment and Management?
    • A. 

      2 and 3 only

    • B. 

      1 and 2 only

    • C. 

      All of the above

    • D. 

      1 and 3 only

  • 5. 
    Which of the following statements about a standard change is INCORRECT?
    • A. 

      Standard changes are usually low risk and well understood

    • B. 

      Standard changes are only raised using the Request Fulfilment process

    • C. 

      Each standard change is granted by the nominated authority for that change

    • D. 

      A standard change is one for which the approach is pre-authorized by Change Management

  • 6. 
    Which is the first activity of the Continual Service Improvement (CSI) model?
    • A. 

      Understand the business objectives

    • B. 

      Agree on priorities for improvement

    • C. 

      Carry out a baseline assessment to understand the current situation

    • D. 

      Create and verify a plan

  • 7. 
    The BEST definition of an event is?
    • A. 

      An occurrence that is significant for the management of the IT Infrastructure or delivery of services

    • B. 

      An occurrence where a performance threshold has been exceeded and an agreed service level has already been impacted

    • C. 

      A planned meeting of customers and IT staff to announce a new service or improvement programme

    • D. 

      A known system defect that generates multiple incident reports

  • 8. 
    Which statement about the Known Error Database (KEDB) is totally correct?
    • A. 

      Care should be taken to avoid duplication of records in the KEDB. This can be done by giving as many technicians as possible access to create new records

    • B. 

      Access to the KEDB should be limited to the Service Desk

    • C. 

      The KEDB should be used during incident diagnosis phase to try to speed up the resolution process

    • D. 

      The KEDB is the same database as the Service Knowledge Management System

  • 9. 
    The RACI model ensures which combination of the following roles is allocated for processes?
    • A. 

      Responsible, Accountable, Consulted, Informed

    • B. 

      Responsible, Achievable, Consulted, Informed

    • C. 

      Realistic, Accountable, Consulted, Informed

    • D. 

      Responsible, Accountable, Corrected, Informed

  • 10. 
    What is described by the following statement? "Maintains relationships between all service components and any related incidents, problems, known errors, change and release documentation"
    • A. 

      The Capacity Plan

    • B. 

      The Definitive Media Library

    • C. 

      A Service Level Agreement

    • D. 

      The Configuration Management System

  • 11. 
    Which statements about Key Performance Indicators (KPIs) and Metrics are CORRECT? 1. Service metrics measure the end-to-end service2. KPIs should relate to a Critical Success Factor3. Continual Service Improvement (CSI) uses process metrics to identify improvement opportunities4. KPIs can be both qualitative and quantitative
    • A. 

      1 only

    • B. 

      2 and 3 only

    • C. 

      All of the Above

    • D. 

      1, 2 and 4 only

  • 12. 
    Which word is missing from the following sentence? "A logical configuration model records the relationships between Assets, the Infrastructure and ________ "
    • A. 

      The network

    • B. 

      Processes

    • C. 

      Service levels

    • D. 

      Services

  • 13. 
    Which of the following is MOST LIKELY to be covered by a Service Request through the Request Fulfilment process?
    • A. 

      A user logs onto an external web site to download a copy of a new version of software

    • B. 

      A Manager asks for a change to an existing global security profile

    • C. 

      A user calls the Service Desk to order a toner cartridge

    • D. 

      A user calls the Service Desk because they would like to change the functionality of an application

  • 14. 
    Input from which processes could be considered by Service Level Management when negotiating Service Level Agreements (SLA)?
    • A. 

      Capacity and Availability Management only

    • B. 

      All other ITIL processes

    • C. 

      Change and Release and Deployment Management only

    • D. 

      Incident and Problem Management only

  • 15. 
    What is the best definition of an Incident Model?
    • A. 

      A set of pre-defined steps to be followed when dealing with a known type of incident

    • B. 

      A type of incident involving a standard (or model) type of Configuration Item (CI)

    • C. 

      The template used to define the incident logging form used to report incidents

    • D. 

      An incident that is easy to solve

  • 16. 
    Which of these statements about Service Desk staff is CORRECT?
    • A. 

      Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

    • B. 

      The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

    • C. 

      The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

    • D. 

      Technical skills are more important to the Service Desk than business or interpersonal skills because they enable incidents to be resolved

  • 17. 
    Which are the missing Service Operation processes from the following? 1. Incident Management2. Problem Management3. Access Management4. ?5. ?
    • A. 

      Event Management and Service Desk

    • B. 

      Change Management and Service Level Management

    • C. 

      Event Management and Request Fulfilment

    • D. 

      Facilities Management and Event Management

  • 18. 
    In which core publication can you find detailed descriptions of Demand Management and Financial Management?
    • A. 

      Service Operation

    • B. 

      Service Transition

    • C. 

      Service Strategy

    • D. 

      Continual Service Improvement

  • 19. 
    Which of the following statements is CORRECT about patterns of demand generated by the customer's business?
    • A. 

      It is impossible to predict how they behave

    • B. 

      They are driven by patterns of business activity

    • C. 

      It is impossible to influence demand patterns

    • D. 

      They are driven by the delivery schedule generated by Capacity Management

  • 20. 
    The MAIN goal of Availability Management is?
    • A. 

      To guarantee availability levels for services and components

    • B. 

      To monitor and report availability of services and components

    • C. 

      To ensure that all targets in Service Level Agreements (SLAs) are met

    • D. 

      To ensure that service availability matches or exceeds the agreed needs of the business

  • 21. 
    Incident Management provides value to the business by?
    • A. 

      Helping to control infrastructure cost of adding new technology

    • B. 

      Helping to align people and process for the delivery of service

    • C. 

      Contributing to the reduction of impact of service outages

    • D. 

      Enabling users to resolve Problems

  • 22. 
    Which of the following statements are correct? 1. Problem Management can support the Service Desk by providing Known Errors to speed up incident resolution2. Problem Management provides information to Service Level Management about the impact of changes
    • A. 

      2 only

    • B. 

      Both of the Above

    • C. 

      1 only

    • D. 

      Neither of the Above

  • 23. 
    The four stages of the Deming Cycle are?
    • A. 

      The four stages of the Deming Cycle are? Plan, Do, Check, Act

    • B. 

      Plan, Check, Re-Act, Implement

    • C. 

      Plan, Do, Act, Audit

    • D. 

      Plan, Measure, Monitor, Report

  • 24. 
    Which of the following statements is CORRECT for ALL processes?
    • A. 

      They define activities, roles, responsibilities, functions and metrics

    • B. 

      They create value for stakeholders

    • C. 

      They are carried out by a Service Provider in support of a Customer

    • D. 

      They are units of organizations responsible for specific outcomes

  • 25. 
    Which of the following is the CORRECT description of the Four Ps of Service Design?
    • A. 

      A set of questions that should be asked when reviewing design specifications

    • B. 

      The four major areas that need to be considered in the design of effective service management

    • C. 

      A definition of the people and products required for successful design

    • D. 

      A four step process for the design of effective service management

  • 26. 
    Which activities would you expect a service owner to undertake? 1. Representing a specific service across the organization2. Updating the CMDB after a change3. Helping to identify service improvements4. Representing a specific service in CAB meetings
    • A. 

      1 and 4 only

    • B. 

      All of the above

    • C. 

      1, 3 and 4 only

    • D. 

      1, 2 and 4 only

  • 27. 
    The following options are considered within which process? 1. Big Bang vs. Phased2. Push and Pull3. Automated vs. Manual
    • A. 

      Release and Deployment Management

    • B. 

      Service Asset and Configuration Management

    • C. 

      Service Catalogue Management

    • D. 

      Incident Management

  • 28. 
    Which of the following areas would technology help to support 1. Self Help2. Reporting3. Release and Deployment4. Process design
    • A. 

      1, 2 and 3 only

    • B. 

      2, 3 and 4 only

    • C. 

      1, 3 and 4 only

    • D. 

      All of the above

  • 29. 
    Which of the following statements about a Change process model is CORRECT?
    • A. 

      A Change process model predefines steps that should be taken to handle a Change in an agreed way

    • B. 

      A Change process model should not be used for emergency changes

    • C. 

      Escalation procedures are outside the scope of a Change process model

    • D. 

      A Change process model should be constructed when a significant change is required

  • 30. 
    An Incident occurs when: 1. A user is unable to access a service during service hours2. An authorized IT staff member is unable to access a service during service hours3. A network segment fails and the user is not aware of any disruption to service4. A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT?
    • A. 

      2 and 3 only

    • B. 

      1 and 4 only

    • C. 

      All of the above

    • D. 

      None of the above

  • 31. 
    Facilities Management refers to?
    • A. 

      The Management of IT services that are viewed as "utilities", such as printers or network access

    • B. 

      The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure

    • C. 

      The Management of the physical IT environment such as a Data Center

    • D. 

      Advice and guidance to IT Operations on methodology and tools for managing IT Services

  • 32. 
    Which of the following BEST describes a Workaround?
    • A. 

      After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved

    • B. 

      A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident

    • C. 

      A technician uses a pre-defined technique to restore service as this Incident has been seen before

    • D. 

      A technician tries several approaches to solve an Incident. One of them works, although they do not know why

  • 33. 
    Which of the following statements is CORRECT? 1. Continual Service Improvement (CSI) provides guidance on how to improve process efficiency and effectiveness2. CSI provides guidance on how to improve services3. CSI provides guidance on the improvement of all phases of the Service Lifecycle4. CSI provides guidance on the measurement of processes and services
    • A. 

      1 and 2 only

    • B. 

      All of the above

    • C. 

      2 only

    • D. 

      1, 2 and 3 only

  • 34. 
    Which of the following statements about processes is CORRECT? 1. All processes must have an owner2. A process takes one or more inputs and turns them into defined outputs
    • A. 

      2 only

    • B. 

      Both of the above

    • C. 

      1 only

    • D. 

      Neither of the above

  • 35. 
    Which of the following is a valid type of Service Level Agreement (SLA)?
    • A. 

      Customer-based SLA

    • B. 

      Priority-based SLA

    • C. 

      Location-based SLA

    • D. 

      Technology-based SLA

  • 36. 
    Which of the following statements about a Definitive Media Library (DML) are CORRECT? 1. The DML includes a physical store2. The DML holds definitive hardware spares3. The DML includes master copies of controlled documentation
    • A. 

      1 and 2 only

    • B. 

      2 and 3 only

    • C. 

      1 and 3 only

    • D. 

      All of the above

  • 37. 
    Which phase of the Service Lifecycle provides a framework for evaluating service capability and risk profile before a service is deployed?
    • A. 

      Service Operation

    • B. 

      Service Transition

    • C. 

      Service Design

    • D. 

      Service Strategy

  • 38. 
    Which of the following statements about Supplier Management is INCORRECT?
    • A. 

      Supplier Management negotiates external agreements to support the delivery of services

    • B. 

      Supplier Management maintains information in a Supplier and Contract Database

    • C. 

      Supplier Management ensures that suppliers meet business expectations

    • D. 

      Supplier Management negotiates Operational Level Agreements (OLAs) with internal groups to support the delivery of services

  • 39. 
    Which of the following questions is NOT answered by information in the Service Portfolio?
    • A. 

      What are the pricing or chargeback models?

    • B. 

      How should our resources and capabilities be allocated?

    • C. 

      What opportunities are there in the market?

    • D. 

      Why should a customer buy these services?

  • 40. 
    Which of the following is NOT one of the ITIL core publications?
    • A. 

      Service Transition

    • B. 

      Service Design

    • C. 

      Service Strategy

    • D. 

      Service Optimisation