Sematec ITIL Quiz
این 10 سوال مهم ترین بخش های درس را مورد آزمایش قرار می دهد. اگر نمره پایین تر 70 را کسب کنید، نیاز به مطالعه این درس دارید
- 1.
After a Change has been implemented, an evaluation is performed. What is this evaluation called?
- A.
Forward Schedule of Changes (FSC)
- B.
Post Implementation Review (PIR)
- C.
Service Improvement Programme (SIP)
- D.
Service Level Requirement (SLR)
Correct Answer
B. Post Implementation Review (PIR) -
- 2.
Defining the value and objectives of IT Services is the primary concern of which of the following elements of the Service Lifecycle?
- A.
Service Strategy
- B.
Service Strategy and Continual Service Improvement
- C.
Service Strategy, Service Transition and Service Operation
- D.
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Correct Answer
A. Service Strategy -
- 3.
What is another term for Uptime?
- A.
Mean Time Between Failures (MTBF)
- B.
Mean Time to Restore Service (MTRS)
- C.
Mean Time Between System Incidents (MTBSI)
- D.
Relationship between MTBF and MTBSI
Correct Answer
A. Mean Time Between Failures (MTBF) -
- 4.
Which is the first activity of the Continual Service Improvement (CSI) model?
- A.
Assess the current business situation
- B.
Understand the vision of the business
- C.
Agree on priorities for improvement
- D.
Create and verify a plan
Correct Answer
B. Understand the vision of the business -
- 5.
Which of the following BEST describes the purpose of Event Management?
- A.
To detect events, make sense of them and determine the appropriate control action
- B.
To monitor interactions and exceptions within the infrastructure
- C.
To monitor and control the activities of technical staff
- D.
To detect and escalate exceptions to normal service operation
Correct Answer
A. To detect events, make sense of them and determine the appropriate control action -
- 6.
Which of the following statements about Supplier Management is INCORRECT?
- A.
Supplier Management ensures that suppliers meet business expectations
- B.
Supplier Management provides capabilities for seamless quality in IT services
- C.
Supplier Management negotiates internal and external agreements to support the delivery of services
- D.
Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement
Correct Answer
C. Supplier Management negotiates internal and external agreements to support the delivery of services -
- 7.
"Warranty of a service" means which of the following?
- A.
The service is fit for purpose
- B.
Customers are assured of certain levels of availability, capacity, continuity and security
- C.
The service has been tested appropriately with no errors being found
- D.
All customers are given free support for the service for a stated period of time
Correct Answer
B. Customers are assured of certain levels of availability, capacity, continuity and security -
- 8.
What are the four perspectives(attributes) considered for IT Service Management?
- A.
Process, Partner, Product, People
- B.
Hardware, Software, Management, Process
- C.
Process, Product, Pricing, People
- D.
Technology, Process, Management, People
Correct Answer
A. Process, Partner, Product, People -
- 9.
"If something cannot be measured, it should not be documented" is a principle that applies to which of the following?
- A.
The Glossary of Terms
- B.
A Service Level Agreement (SLA)
- C.
An Incident Management record
- D.
A Configuration Item (CI)
Correct Answer
B. A Service Level Agreement (SLA) -
- 10.
What is the RACI model used for?
- A.
Documenting the roles and relationships of stakeholders in a process or activity
- B.
Defining requirements for a new service or process
- C.
Analyzing the business impact of an incident
- D.
Creating a balanced scorecard showing the overall status of Service Management
Correct Answer
A. Documenting the roles and relationships of stakeholders in a process or activity -
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Current Version
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Mar 22, 2022Quiz Edited by
ProProfs Editorial Team -
Mar 14, 2017Quiz Created by
Asgari_sematec2
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