SEMATEC ITIL Quiz

1. Which of the following BEST describes the purpose of Event Management?

To detect events, make sense of them and determine the appropriate control action

To monitor interactions and exceptions within the infrastructure

To monitor and control the activities of technical staff

To detect and escalate exceptions to normal service operation

2. After a Change has been implemented, an evaluation is performed. What is this evaluation called?

Forward Schedule of Changes (FSC)

Post Implementation Review (PIR)

Service Improvement Programme (SIP)

Service Level Requirement (SLR)

3. "If something cannot be measured, it should not be documented" is a principle that applies to which of the following?

The Glossary of Terms

A Service Level Agreement (SLA)

An Incident Management record

A Configuration Item (CI)

4. What is the RACI model used for?

Documenting the roles and relationships of stakeholders in a process or activity

Defining requirements for a new service or process

Analyzing the business impact of an incident

Creating a balanced scorecard showing the overall status of Service Management

5. Defining the value and objectives of IT Services is the primary concern of which of the following elements of the Service Lifecycle?

Service Strategy

Service Strategy and Continual Service Improvement

Service Strategy, Service Transition and Service Operation

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

6. What is another term for Uptime?

Mean Time Between Failures (MTBF)

Mean Time to Restore Service (MTRS)

Mean Time Between System Incidents (MTBSI)

Relationship between MTBF and MTBSI

7. "Warranty of a service" means which of the following?

The service is fit for purpose

Customers are assured of certain levels of availability, capacity, continuity and security

The service has been tested appropriately with no errors being found

All customers are given free support for the service for a stated period of time

8. What are the four perspectives(attributes) considered for IT Service Management?

Process, Partner, Product, People

Hardware, Software, Management, Process

Process, Product, Pricing, People

Technology, Process, Management, People

9. Which is the first activity of the Continual Service Improvement (CSI) model?

Assess the current business situation

Understand the vision of the business

Agree on priorities for improvement

Create and verify a plan

10. Which of the following statements about Supplier Management is INCORRECT?

Supplier Management ensures that suppliers meet business expectations

Supplier Management provides capabilities for seamless quality in IT services

Supplier Management negotiates internal and external agreements to support the delivery of services

Sematec ITIL Quiz