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ITIL Multiple Choice Quiz
kevin chan7394
Quiz by kevin chan7394, updated more than 1 year ago
kevin chan7394
Created by kevin chan7394 over 8 years ago
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Resource summary

Question 1

Question
A customer-based Service Level Agreement structure includes:
Answer
  • An SLA with each individual Customer group, covering all of the services they use
  • SLAs for each service that are Customer-focused and written in business language
  • An SLA covering all Customer groups and all the services they use
  • An SLA for each service type, covering all those Customer groups that use that service

Question 2

Question
Which process is responsible for managing relationships with vendors?
Answer
  • Supplier management
  • Continual service improvement
  • Change management
  • Service portfolio management

Question 3

Question
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Answer
  • Stakeholders
  • Accreditors
  • Employers
  • Regulators Incorrect

Question 4

Question
Which of the following is NOT an objective of service transition?
Answer
  • To ensure that a service can be operated, managed and supported
  • To plan and manage the capacity and resource requirements to manage a release
  • To provide quality knowledge and information about services and service assets
  • To provide training and certification in project management

Question 5

Question
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Answer
  • Service Level Management
  • Continual Service Improvement
  • Change Management
  • Supplier Management

Question 6

Question
Which of the following is not an element of Availability Management?
Answer
  • Reliability
  • Security
  • Maintainability
  • Verification

Question 7

Question
Within service design, what is the key output handed over to service transition?
Answer
  • Measurement, methods and metrics
  • Service design package
  • Process definitions
  • Service portfolio design

Question 8

Question
What should a service always deliver to customers?
Answer
  • Resources
  • Value
  • Infrastructure
  • Applications

Question 9

Question
Which process is responsible for the availability, confidentiality and integrity of data?
Answer
  • Service catalogue management
  • Change management
  • Information security management
  • Service asset and configuration management

Question 10

Question
Availability management is directly responsible for the availability of which of the following?
Answer
  • IT services and components
  • IT services and business processes
  • IT services, components and business processes
  • Components and business processes

Question 11

Question
Which is the correct definition of a customer facing service?
Answer
  • One which is not covered by a service level agreement
  • A service that cannot be allowed to fail
  • A service not directly used by the business
  • One which directly supports the business processes of customers

Question 12

Question
Which one of the following is the BEST definition of the term service management?
Answer
  • A set of specialized organizational capabilities for providing value to customers in the form of services
  • The management of functions within an organization to perform certain activities
  • Units of organizations with roles to perform certain activities
  • A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

Question 13

Question
Which one of the following is an objective of service catalogue management?
Answer
  • Only ensuring that adequate technical resources are available
  • Negotiating and agreeing operational level agreements
  • Ensuring that the service catalogue is made available to those approved to access it
  • Negotiating and agreeing service level agreements

Question 14

Question
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Answer
  • Potential
  • Profit
  • Products
  • Preparation

Question 15

Question
Which of the following is NOT one of the five individual aspects of service design?
Answer
  • The design of the service portfolio, including the service catalogue
  • The design of new or changed services
  • The design of the technology architectures
  • The design of market spaces

Question 16

Question
Which one of the following is concerned with policy and direction?
Answer
  • Service level management
  • Governance
  • Capacity management
  • Service design

Question 17

Question
Which of the following is the best definition of IT service management?
Answer
  • Technical implementation of supporting IT infrastructure components
  • An internal service provider that is embedded within a business unit
  • A complete set of all the documentation required to deliver world class services to customers
  • The implementation and management of quality IT services that meet business needs

Question 18

Question
What are underpinning contracts used to document?
Answer
  • The provision of goods and services by third party suppliers
  • Service levels that have been agreed between the internal service provider and their customer
  • The provision of IT services or business services by a service provider
  • Metrics and critical success factors (CSFs) for internal support teams

Question 19

Question
In which document would you expect to see an overview of actual service achievements against targets?
Answer
  • SLA monitoring chart (SLAM)
  • Service level agreement (SLA)
  • Capacity plan
  • Operational level agreement (OLA)

Question 20

Question
The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:
Answer
  • Service Outage Analysis
  • Component Failure Impact Analysis
  • Business Impact Analysis
  • Root Cause Analysis

Question 21

Question
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Answer
  • Design Coordination
  • Availability Management
  • Capacity Management
  • Release Management

Question 22

Question
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Answer
  • Service Desk
  • External
  • Shared service unit
  • Internal

Question 23

Question
Serviceability is an element of Availability Management. How is it best defined?
Answer
  • The percentage of the agreed service hours for which the service is available
  • The prevention of failure, and the ability to keep services and components operable
  • The ability to restore services or components back to normal operation
  • The support which external suppliers can be contracted to provide for parts of the IT infrastructure

Question 24

Question
Which one of the following is it the responsibility of supplier management to negotiate and agree?
Answer
  • Operational level agreements (OLAs)
  • The service portfolio
  • Service level agreements (SLAs)
  • Third-party contracts

Question 25

Question
Which one of the following is the BEST definition of reliability?
Answer
  • The level of risk that affects a service or process
  • How quickly a service or component can be restored to normal working order
  • The availability of a service or component
  • How long a service or configuration item (CI) can perform its function without failing

Question 26

Question
For which of these activities is the Change Manager responsible?
Answer
  • Devising the backout plan for a significant Change
  • Ensuring a Release has reached the target CIs
  • Chairing the CAB
  • Establishing the root cause of a Capacity Incident which has led to an RFC being raised

Question 27

Question
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Answer
  • Emergency change advisory board
  • Technical management
  • Urgent change authority
  • Urgent change board

Question 28

Question
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Answer
  • The change manager
  • The change advisory board
  • The change authorization board
  • The change implementer

Question 29

Question
To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?
Answer
  • Change Manager
  • Service Level Manager
  • Financial Manager
  • Capacity Manager

Question 30

Question
Which of the following statements BEST describes the aims of release and deployment management?
Answer
  • To build, test and deliver the capability to provide the services specified by service design
  • To record and manage deviations, risks and issues related to the new or changed service
  • To ensure that each release package specified by service design consists of a set of related assets and service components
  • To ensure that all changes can be tracked, tested and verified if appropriate

Question 31

Question
Where would you expect incident resolution targets to be documented?
Answer
  • A service description
  • The service portfolio
  • A service level agreement (SLA)
  • A request for change (RFC)

Question 32

Question
Which process is responsible for ensuring that appropriate testing takes place?
Answer
  • Service asset and configuration management
  • Release and deployment management
  • Service level management
  • Knowledge management

Question 33

Question
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Answer
  • Design Coordination
  • Availability Management
  • Capacity Management
  • Release Management

Question 34

Question
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Answer
  • A change advisory board
  • A change model
  • A change request
  • A change

Question 35

Question
Which one of the following does service metrics measure?
Answer
  • Maturity and cost
  • Infrastructure availability
  • Functions
  • The end-to-end service

Question 36

Question
Which process is responsible for low risk, frequently occurring, low cost changes?
Answer
  • Incident Management
  • Request Fulfilment
  • Release and Deployment Management
  • Demand Management

Question 37

Question
Which one of the following are the two primary elements that create value for customers?
Answer
  • Value on investment (VOI) and return on investment (ROI)
  • Customer and user satisfaction
  • Service requirements and warranty
  • Resources and capabilities

Question 38

Question
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Answer
  • Service Operation
  • Service Transition
  • Continual Service Improvement
  • Service Design

Question 39

Question
Which one of the following is NOT the responsibility of service catalogue management?
Answer
  • Ensuring that service level agreements are maintained
  • Ensuring that all operational services are recorded in the service catalogue
  • Ensuring that information in the service catalogue is accurate
  • Ensuring that information in the service catalogue is consistent with information in the service portfolio

Question 40

Question
Which one of the following is an objective of release and deployment management?
Answer
  • To standardize methods and procedures used for efficient and prompt handling of all changes
  • To ensure that the overall business risk of change is optimized
  • To define and agree release and deployment plans with customers and stakeholders
  • To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

Question 41

Question
What is the BEST description of an operational level agreement (OLA)?
Answer
  • A document that describes business services to operational staff
  • An agreement between the service provider and an external organization
  • A document that describes to a customer how service will be operated on a day-to-day basis.
  • An agreement between the service provider and another part of the same organization

Question 42

Question
Which of the following best describes the goal of Service Level Management?
Answer
  • To ensure that IT delivers the same standard of service at the least cost.
  • To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.
  • To maintain and improve IT service quality in line with business requirements.
  • To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.

Question 43

Question
Which one of the following generates demand for services?
Answer
  • Infrastructure trends
  • Patterns of business activity (PBA)
  • Service level agreements (SLA)
  • Cost of providing support

Question 44

Question
The multi-level SLA is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Answer
  • Service level
  • Corporate level
  • Configuration level
  • Customer level

Question 45

Question
Which processes are responsible for the regular review of underpinning contracts?
Answer
  • Supplier management and service level management
  • Availability management and service level management
  • Supplier management and change management
  • Supplier management and availability management

Question 46

Question
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Answer
  • An agreement that covers one service for a single customer
  • An agreement with an individual customer group, covering all the services that they use
  • An agreement that covers service specific issues in a multi-level SLA structure
  • An agreement that covers one service for all customers of that service

Question 47

Question
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Answer
  • Financial Management
  • Service Level Management
  • Risk Management
  • Demand Management

Question 48

Question
Which of these best describes the purpose of Capacity Management?
Answer
  • To provide cost-effective IT capacity to meet agreed service levels
  • To ensure that business demands are affordable and achievable
  • To ensure that there is always sufficient capacity available to meet all customer demands.
  • To reduce costs and performance levels to a minimum

Question 49

Question
Which of the following identifies the purpose of design coordination?
Answer
  • Ensuring all service designs have availability designed into them
  • Designing of all the links between every service design process and all other processes in the service lifecycle
  • Control of all supplier relationships from design right through to the production environment
  • Provide a single point of control for all activities and processes within the service design stage of the lifecycle

Question 50

Question
Which role is accountable for the operational management of a process?
Answer
  • Change manager
  • Process practitioner
  • Service manager
  • Process manager

Question 51

Question
Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?
Answer
  • The number of Problems raised
  • The number of Known Errors identified
  • The number of Problems correctly categorised
  • The number of RFCs raised

Question 52

Question
The BEST description of an incident is:
Answer
  • An unplanned disruption of service unless there is a backup to that service
  • An unplanned interruption to service or a reduction in the quality of service
  • Any disruption to service whether planned or unplanned
  • Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Question 53

Question
Which process will regularly analyse incident data to identify discernible trends?
Answer
  • Service level management
  • Problem management
  • Change Management
  • Event Management

Question 54

Question
Which of the following is NOT a valid objective of problem management?
Answer
  • To prevent problems and their resultant Incidents
  • To restore service to a user
  • To manage problems throughout their lifecycle
  • To eliminate recurring incidents

Question 55

Question
Which of the following BEST describes a problem?
Answer
  • An issue reported by a user
  • The cause of one or more incidents
  • A serious incident which has a critical impact to the business
  • The cause of two or more incidents

Question 56

Question
Which one of the following statements about incident reporting and logging is CORRECT?
Answer
  • Incidents can only be reported by users
  • Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
  • All calls to the service desk must be logged as incidents
  • Incidents reported by technical staff must also be logged as problems

Question 57

Question
Which one of the following is NOT a valid purpose or objective of problem management?
Answer
  • To prevent problems and resultant incidents
  • To restore service to a user
  • To manage problems throughout their lifecycle
  • To eliminate recurring incidents

Question 58

Question
Which of the following is the BEST reason for categorizing incidents?
Answer
  • To ensure service levels are met and breaches of agreements are avoided
  • To establish trends for use in problem management and other IT service management (ITSM) activities
  • To enable the incident management database to be partitioned for greater efficiency
  • To identify whether the user is entitled to log an incident for this particular service

Question 59

Question
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Answer
  • No: the Known Error should be created before the problem is logged
  • Yes: for information purposes, a known error record can be created at any time it is prudent to do so
  • No: a known error record is created when the original incident is raised
  • No: a known error record should be created with the next release of the service

Question 60

Question
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Answer
  • Service asset and configuration management
  • Event Management
  • Service catalogue management
  • Problem management

Question 61

Question
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Answer
  • To decide how IT will engage with suppliers during the service lifecycle
  • To deliver and manage IT services at agreed levels to business users and customers
  • To proactively prevent all outages to IT services
  • To design and build processes that will meet business needs

Question 62

Question
Which one of the following is the BEST definition of an event?
Answer
  • An unplanned interruption to an IT service or a reduction in the quality of an IT service
  • Any change of state that has significance for the management of a configuration item (CI) or IT service
  • The unknown cause of one or more incidents that have an impact on an IT service
  • Reducing or eliminating the cause of an incident or problem

Question 63

Question
Which one of the following is the BEST description of a major incident?
Answer
  • An incident which is so complex that it requires root cause analysis before a workaround can be found
  • An incident which has a high priority or a high impact on the business
  • An incident which requires a large number of people to resolve
  • An incident logged by a senior manager

Question 64

Question
Which one of the following would NOT involve event management?
Answer
  • Intrusion detection
  • Recording service desk staff absence
  • Recording and monitoring environmental conditions in the data centre
  • Monitoring the status of configuration items.

Question 65

Question
Which of the following is NOT an objective of request fulfilment?
Answer
  • To provide information to users about what services are available and how to request them
  • To update the Service Catalogue with services that may be requested through the Service Desk
  • To provide a channel for users to request and receive standard services
  • To source and deliver the components of standard services that have been requested

Question 66

Question
A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An emergency change to an IT service 4. An IT service retirement
Answer
  • 2, 3 and 4 only
  • 1, 2 and 4 only
  • None of the above
  • All of the above

Question 67

Question
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Answer
  • Service Level Management
  • Problem Management
  • Change Management
  • Event Management

Question 68

Question
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Answer
  • A capacity database
  • A known error database
  • A definitive media library
  • A request for change

Question 69

Question
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Answer
  • A service object
  • A known error
  • An incident
  • A Change

Question 70

Question
Which two elements of financial management for IT services are mandatory?
Answer
  • Budgeting and charging
  • Budgeting and accounting
  • Costing and charging
  • Accounting and charging

Question 71

Question
Which of the following options is a hierarchy that is used in knowledge management?
Answer
  • Wisdom - Information - Data - Knowledge
  • Data - Information - Knowledge - Wisdom
  • Knowledge - Wisdom - Information - Data
  • Information - Data - Knowledge - Wisdom

Question 72

Question
A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?
Answer
  • Network Management
  • Problem Management
  • Capacity Management
  • The Service Desk

Question 73

Question
Which two processes will contribute MOST to enabling effective problem detection?
Answer
  • Incident and financial management
  • Incident and event management
  • Change and release and deployment management
  • Knowledge and service level management

Question 74

Question
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Answer
  • Change Policy
  • Change Proposal
  • Risk Register
  • Service Request

Question 75

Question
Why is it important for service providers to understand patterns of business activity (PBA)?
Answer
  • PBAs are based on organizational roles and responsibilities
  • Demand for the services delivered by service providers are directly influenced by PBA
  • IT service providers CANNOT schedule changes until they understand
  • Understanding PBA is the only way to enable accurate service level reporting
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