ITIL V3 Exam- Site Closing Study Course

40 Questions | Total Attempts: 537

SettingsSettingsSettings
ITIL Quizzes & Trivia

This ITIL v3 exam prep consists of 40 questions. You must answer 26 questions correctly or achieve a 65% in order to pass the exam. At the end you will receive a pass/ fail result. You have 90 minutes to complete the exam. Once you complete the exam, your account manager wilI receive your results via email. Good luck!


Questions and Answers
  • 1. 
    What is the primary objective of Service Management?
    • A. 

      To monitor and produce reports on delivery against the SLA.

    • B. 

      To ensure consistency and integration in all IT activities and processes.

    • C. 

      To ensure hat the IT services are aligned to the business needs and actively support them.

    • D. 

      To determine who services should be offered to.

  • 2. 
    What does SKMS stands for?
    • A. 

      Software Key Management Solution

    • B. 

      Service Knowledge Management System

    • C. 

      Service Key Management System

    • D. 

      Strategic Knowledge Maintenance System

  • 3. 
    What does Continual Service Improvement identify?
    • A. 

      Opportunities for the improvement of weaknesses or failures anywhere within any of the lifecycle stages.

    • B. 

      Opportunities to improve IT Financial Management.

    • C. 

      Opportunities for improving the Service Catalogue.

    • D. 

      The necessary process required for Risk Management.

  • 4. 
    Who does a service provider delivers service to?
    • A. 

      One specific business unit

    • B. 

      Multiple business units

    • C. 

      External business’s

    • D. 

      All of the above

  • 5. 
    Service Strategy involves a clear understanding of;1) who the services should be offered to.2) how the internal and external market places determine how services should be developed.3) how service performance will be measured.4) the availability, capacity and security of services offered.
    • A. 

      Only 2, 3 and 4

    • B. 

      Only 1, 2 and 3

    • C. 

      Only 1, 2 and 4

    • D. 

      All of the above

  • 6. 
    CSF is defined as?
    • A. 

      Critical Service Functions

    • B. 

      Critical Success Factors

    • C. 

      Change Support Functions

    • D. 

      None of the above

  • 7. 
    Financial management is a function and process covered under which ITIL publication?
    • A. 

      Service Design

    • B. 

      Service Operation

    • C. 

      Service Strategy

    • D. 

      Service Transition

  • 8. 
    Using differential charging to encourage customers to use services at less busy times is a strategy of which process?
    • A. 

      Demand Management

    • B. 

      Capacity Management

    • C. 

      Resource Management

    • D. 

      Financial Management

  • 9. 
    Which key roles are associated with the execution of successful service strategy?
    • A. 

      Business Relationship Manager

    • B. 

      Product Manager

    • C. 

      Chief Sourcing Officer

    • D. 

      All of the above

  • 10. 
    The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements is a process of which process?
    • A. 

      Service Operation

    • B. 

      Service Design

    • C. 

      Continual Service Improvement

    • D. 

      Service Strategy

  • 11. 
    The Four P’s of design is an approach used in which stage?
    • A. 

      Service Value

    • B. 

      Service Design

    • C. 

      Service Strategy Design

    • D. 

      None of the above

  • 12. 
    The process that provides an accurate picture of the IT services available, their duties and status’s is described in which of these below?
    • A. 

      Service Design Package

    • B. 

      Service Level Management

    • C. 

      Incident Management

    • D. 

      Service Catalog Management

  • 13. 
    Which process is involved with monitoring and producing reports on delivery against the agreed level of service?
    • A. 

      Continual Service Improvement

    • B. 

      Incident Management

    • C. 

      Service Level Management

    • D. 

      Technical Management Function

  • 14. 
    Which of the following CANNOT be stored and managed by a tool?
    • A. 

      Knowledge

    • B. 

      Information

    • C. 

      Wisdom

    • D. 

      Data

  • 15. 
    ITIL v3 core is best described as?
    • A. 

      An Operations Lifecycle

    • B. 

      An IT Management Lifecycle

    • C. 

      A Service Lifecycle

    • D. 

      An infrastructure Lifecycle

  • 16. 
    Which of the following steps from the continual improvement model is missing? 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 ROI?

    • B. 

      How much did it cost?

    • C. 

      How do we keep the momentum going?

    • D. 

      What is the VOI?

  • 17. 
    Which of the following best describes the goal of Information Security Management Process?
    • A. 

      To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities.

    • B. 

      To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly.

    • C. 

      To provide a focus for all aspects of IT security and manage all IT security activities.

    • D. 

      To provide the strategic direction for security activities and ensures objectives are achieved

  • 18. 
    Which of the following statements is true about the term Event?
    • A. 

      A change of state which has significance for the management of a Configuration Item or IT service.

    • B. 

      The term Event is also used to mean a notification created by any IT Service, configuration Item or Monitoring tool.

    • C. 

      Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged

    • D. 

      All of above

  • 19. 
    The goal of the Release and Deployment Process is to______________________.
    • A. 

      Provide objective evidence that a new service supports the business requirements

    • B. 

      Assemble and position all aspects of services into production and establish effective use of new or changed services.

    • C. 

      Measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure.

    • D. 

      None of the above

  • 20. 
    Which ITIL process manager is responsible for ensuring that all services meet their agreed availability targets?
    • A. 

      Service Level Manager

    • B. 

      Security Manager

    • C. 

      Service Catalogue Manager

    • D. 

      Availability Manager

  • 21. 
    A work around to a recurring incident can be found in the;
    • A. 

      Known Error Database

    • B. 

      CMDB

    • C. 

      Incident log

    • D. 

      SLA

  • 22. 
    What is the difference between a process and a project?
    • A. 

      A process is continuous and has no end date, whereas a project has a finite lifespan.

    • B. 

      A project is continuous and has no end date, whereas a process has a finite lifespan.

    • C. 

      A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.

    • D. 

      In a project the focus is not on the result, whereas with a process the result is important

  • 23. 
    Availability Management is responsible for availability of?
    • A. 

      Services and Resources

    • B. 

      Services and Business Processes

    • C. 

      Resources and Business Processes

    • D. 

      Services, Resources and Business Processes

  • 24. 
    Of which ITIL process are Reliability, Serviceability and Maintainability components?
    • A. 

      IT Service Continuity Management

    • B. 

      Service Level Management

    • C. 

      Problem Management

    • D. 

      Availability Management

  • 25. 
    Which of the following is NOT an objective of Service Operation?
    • A. 

      To deliver and support IT services

    • B. 

      To ensure that value is delivered

    • C. 

      To troubleshoot major problem areas in the environment

    • D. 

      To manage the applications, technology and infrastructure that support delivery of the services.

Related Topics
Back to Top Back to top