Chuck Willis
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ITIL study quiz

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Chuck Willis
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ITIL Quiz 101-150

ITIL Quiz 101-150

Questão 1 de 50

1

There are four types of metrics that can be used to measure the capability and performance of
processes. Which of the four metrics is missing from the list below?
1. Progress
2. Effectiveness
3. Efficiency
4. ?

Selecione uma das seguintes:

  • A. Cost

  • B. Conformance

  • C. Compliance

  • D. Capacity

Explicação

Questão 2 de 50

1

Which of the following defines the level of protection in Information Security Management?

Selecione uma das seguintes:

  • A. The IT Executive

  • B. The ISO27001 Standard

  • C. The Business

  • D. The Service Level Manager

Explicação

Questão 3 de 50

1

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Selecione uma das seguintes:

  • A. The Service Level Manager

  • B. The IT Service Continuity Manager

  • C. The Service Catalogue Manager

  • D. The Supplier Manager

Explicação

Questão 4 de 50

1

Which of the following provides resources to resolve operational and support issues during Release
and Deployment?

Selecione uma das seguintes:

  • A. Early Life Support

  • B. Service Test Manager

  • C. Evaluation

  • D. Release Packaging and Build Manager

Explicação

Questão 5 de 50

1

What does a service always deliver to customers?

Selecione uma das seguintes:

  • A. Applications

  • B. Infrastructure

  • C. Value

  • D. Resources

Explicação

Questão 6 de 50

1

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

Selecione uma das seguintes:

  • A. Service Design

  • B. Service Transition

  • C. Service Strategy

  • D. Service Operation

Explicação

Questão 7 de 50

1

Which of the following is MOST concerned with the design of new or changed services?

Selecione uma das seguintes:

  • A. Change Management

  • B. Service Transition

  • C. Service Strategy

  • D. Service Design

Explicação

Questão 8 de 50

1

Which of the following is concerned with fairness and transparency?

Selecione uma das seguintes:

  • A. Capacity Management

  • B. Governance

  • C. Service Strategy

  • D. Service Level Management

Explicação

Questão 9 de 50

1

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

Selecione uma das seguintes:

  • A. An agreement with an individual customer group, covering all the services that they use

  • B. An agreement that covers one service for a single customer

  • C. An agreement that covers service specific issues in a multi-level SLA structure

  • D. An agreement that covers one service for all users of that service

Explicação

Questão 10 de 50

1

Where should details of a Workaround always be documented?

Selecione uma das seguintes:

  • A. The Service Level Agreement (SLA)

  • B. The Problem Record

  • C. The Availability Management Information System

  • D. The IT Service Continuity Plan

Explicação

Questão 11 de 50

1

Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary
knowledge?

Selecione uma das seguintes:

  • A. Proprietary Knowledge is 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

Explicação

Questão 12 de 50

1

Which of the following is NOT a benefit of using public frameworks and standards?

Selecione uma das seguintes:

  • A. Knowledge of public frameworks is more likely to be widely distributed

  • B. They are always free ensuring they can be implemented quickly

  • C. They are validated across a wide range of environments making them more robust

  • D. They make collaboration between organizations easier by giving a common language

Explicação

Questão 13 de 50

1

Which of the following statements about processes is CORRECT?

1. A process is always organized around a set of objectives
2. A process should be documented

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Explicação

Questão 14 de 50

1

Which of the following statements about processes is INCORRECT?

Selecione uma das seguintes:

  • A. They are units of organizations designed to perform certain types of work

  • B. We must be able to measure them in a relevant manner

  • C. They deliver specific results

  • D. They respond to specific events

Explicação

Questão 15 de 50

1

Which of the following are aspects of Service Design?

1. Architectures
2. Technology
3. Service Management processes
4. Metrics

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 and 3 only

  • C. 1, 2 and 4 only

  • D. All of the above

Explicação

Questão 16 de 50

1

You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?

Selecione uma das seguintes:

  • A. Reduced Total Cost of Ownership

  • B. Improved quality of service

  • C. Improved Service alignment with business goals

  • D. Better balance of technical skills to support live services

Explicação

Questão 17 de 50

1

Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?

Selecione uma das seguintes:

  • A. Service Design

  • B. Service Strategy

  • C. Service Operation

  • D. Continual Service Improvement

Explicação

Questão 18 de 50

1

Which statement about Service Level Agreements(SLAs) is CORRECT?

Selecione uma das seguintes:

  • A. They must contain legal wording because of their importance

  • B. There should always be a separate SLA for each specific customer

  • C. The wording must be clear and concise to allow no room for ambiguity

  • D. Changes to the SLA can only be requested by the customer

Explicação

Questão 19 de 50

1

Which of the following are goals of Service Operation?

1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Explicação

Questão 20 de 50

1

Which of the following is the BEST definition of an Event?

Selecione uma das seguintes:

  • A. Any detectable or discernable occurrence that has significance for the management of the IT
    infrastructure

  • B. An unplanned interruption to an IT service

  • C. The unknown cause of one or more Incidents

  • D. Reducing or eliminating the cause of an Incident or Problem

Explicação

Questão 21 de 50

1

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

Selecione uma das seguintes:

  • A. Yes

  • B. No, the workaround must be found before a Known Error is created

  • C. No, a Known Error can only be raised after the permanent resolution has been implemented

  • D. No, a Known Error must be raised at the same time as a problem

Explicação

Questão 22 de 50

1

Which of the following statements about communication within Service Operation are CORRECT?

1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. None of the above

Explicação

Questão 23 de 50

1

Which of the following BEST describes the goal of Access Management?

Selecione uma das seguintes:

  • A. To provide a channel for users to request and receive standard services

  • B. Provides the rights for users to be able to use a service or group of services

  • C. To prevent Problems and resulting Incidents from happening

  • D. To detect security events and make sense of them

Explicação

Questão 24 de 50

1

Which of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?

Selecione uma das seguintes:

  • A. Local

  • B. Centralised

  • C. Holistic

  • D. Virtual

Explicação

Questão 25 de 50

1

Which of the following is the BEST description of a centralised Service Desk?

Selecione uma das seguintes:

  • A. The desk is co-located within or physically close to the user community it serves

  • B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  • C. The desk provides 24 hour global support

  • D. There is a single desk in one location serving the whole organization

Explicação

Questão 26 de 50

1

Service Design emphasises the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

Selecione uma das seguintes:

  • A. People, Products, Partners, Profit

  • B. People, Process, Products, Partners

  • C. Potential, Preparation, Performance, Profit

  • D. People, Potential, Products, Performance

Explicação

Questão 27 de 50

1

Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?

Selecione uma das seguintes:

  • A. Profit

  • B. Preparation

  • C. Products

  • D. Potential

Explicação

Questão 28 de 50

1

Which of the following should be considered when designing measurement systems, methods and metrics?:
1. The services
2. The architectures
3. The configuration items
4. The processes

Selecione uma das seguintes:

  • A. 1, 2 and 3 only

  • B. 1, 3 and 4 only

  • C. 2,3 and 4 only

  • D. All of the above

Explicação

Questão 29 de 50

1

Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement

Selecione uma das seguintes:

  • A. 1 Plan, 2 Do, 3 Check, 4 Act

  • B. 3 Plan, 2 Do, 4 Check, 1 Act

  • C. 4 Plan, 3 Do, 1 Check, 2 Act

  • D. 2 Plan, 3 Do, 4 Check, 1 Act

Explicação

Questão 30 de 50

1

In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

Selecione uma das seguintes:

  • A. Baseline assessments

  • B. Service and process improvements

  • C. Taking measurements and recording metrics

  • D. Setting measurement targets

Explicação

Questão 31 de 50

1

Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Selecione uma das seguintes:

  • A. Where are we now?

  • B. Where do we want to be?

  • C. How do we get there?

  • D. Did we get there?

Explicação

Questão 32 de 50

1

Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

Selecione uma das seguintes:

  • A. 1, 2 and 3 only

  • B. 1, 3 and 4 only

  • C. 2, 3 and 4 only

  • D. None of the above

Explicação

Questão 33 de 50

1

Which is the BEST definition of a Configuration Item (CI)?

Selecione uma das seguintes:

  • A. An item of hardware or software registered in the asset database

  • B. A collection of information used to describe a hardware or software item

  • C. An asset, service component or other item that is, or will be, under the control of Configuration Management

  • D. Information recorded by the Service Desk when an Incident is reported

Explicação

Questão 34 de 50

1

Which of the following is an objective of Release and Deployment Management?

Selecione uma das seguintes:

  • 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

Explicação

Questão 35 de 50

1

What are the categories of event described in the ITIL Service Operation book?

Selecione uma das seguintes:

  • A. Informational, Scheduled, Normal

  • B. Scheduled, Unscheduled, Emergency

  • C. Informational, Warning, Exception

  • D. Warning, Reactive, Proactive

Explicação

Questão 36 de 50

1

Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. The output from monitoring tools

Selecione uma das seguintes:

  • A. 1, 2 and 3 only

  • B. 1, 2 and 4 only

  • C. 2, 3 and 4 only

  • D. All of the above

Explicação

Questão 37 de 50

1

Which of the following is NOT an objective of the Operations Management function?

Selecione uma das seguintes:

  • A. Swift application of skills to diagnose any IT Operations failures that occur

  • B. Regular scrutiny and improvements to achieve improved service at reduced costs

  • C. First line Incident investigation and diagnosis logged by users

  • D. Maintenance of status quo to achieve stability of day to day processes and activities

Explicação

Questão 38 de 50

1

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

Selecione uma das seguintes:

  • A. The ITIL Complementary Guidance

  • B. The Service Support book

  • C. Pocket Guides

  • D. The Service Strategy book

Explicação

Questão 39 de 50

1

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

Selecione uma das seguintes:

  • A. The Service Level Manager

  • B. The Configuration Manager

  • C. The Change Manager

  • D. The Information Security Manager

Explicação

Questão 40 de 50

1

Which process lists "Understanding patterns of business activity" as a major role?

Selecione uma das seguintes:

  • A. Demand Management

  • B. Supplier Management

  • C. Service Desk

  • D. Request Fulfilment

Explicação

Questão 41 de 50

1

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

Selecione uma das seguintes:

  • A. Service level requests

  • B. Changes and Releases

  • C. Password resets

  • D. Incidents and Problems

Explicação

Questão 42 de 50

1

Understanding the level of risk during and after change and providing confidence in the degree of
compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

Selecione uma das seguintes:

  • A. Service Transition

  • B. Risk Management

  • C. IT Service Continuity Management

  • D. Availability Management

Explicação

Questão 43 de 50

1

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and
processes required to deliver and manage services at agreed levels to business users and customers?

Selecione uma das seguintes:

  • A. Continual Service Improvement

  • B. Service Transition

  • C. Service Design

  • D. Service Operation

Explicação

Questão 44 de 50

1

In terms of adding value to the business, which of the following describes Service Operation's
contribution?

Selecione uma das seguintes:

  • A. The cost of the service is designed, predicted and validated

  • B. Measures for optimization are identified

  • C. Service value is modelled

  • D. Service value is actually seen by customers

Explicação

Questão 45 de 50

1

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Selecione uma das seguintes:

  • A. Service Operation

  • B. Service Transition

  • C. Continual Service Improvement

  • D. Service Strategy

Explicação

Questão 46 de 50

1

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

Selecione uma das seguintes:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

Explicação

Questão 47 de 50

1

Customer perceptions and business outcomes help to define what?

Selecione uma das seguintes:

  • A. The value of a service

  • B. Customer satisfaction

  • C. Total cost of ownership

  • D. Key performance indicators

Explicação

Questão 48 de 50

1

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

Selecione uma das seguintes:

  • A. The utility of a service

  • B. The warranty of a service

  • C. The economic value of a service

  • D. Return on investment

Explicação

Questão 49 de 50

1

A consultant has made two recommendations to you in a report:

1. To include legal terminology in your Service Level Agreements(SLAs)
2. It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Explicação

Questão 50 de 50

1

Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?

Selecione uma das seguintes:

  • A. The SLA covers one service, for all the customers of that service

  • B. The SLA covers an individual customer group for all services they use

  • C. An SLA that covers all customers for all services

  • D. An SLA for a service with no customers

Explicação

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