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ITIL

kevin chan7394 75 questions 4.0 (1 rating) Updated 30 Dec 2016

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1A customer-based Service Level Agreement structure includes:
1. AAn SLA with each individual Customer group, covering all of the services they use
2. BSLAs for each service that are Customer-focused and written in business language
3. CAn SLA covering all Customer groups and all the services they use
4. DAn SLA for each service type, covering all those Customer groups that use that service
2Which process is responsible for managing relationships with vendors?
1. ASupplier management
2. BContinual service improvement
3. CChange management
4. DService portfolio management
3What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
1. AStakeholders
2. BAccreditors
3. CEmployers
4. DRegulators Incorrect
4Which of the following is NOT an objective of service transition?
1. ATo ensure that a service can be operated, managed and supported
2. BTo plan and manage the capacity and resource requirements to manage a release
3. CTo provide quality knowledge and information about services and service assets
4. DTo provide training and certification in project management
5Which process is responsible for discussing reports with customers showing whether services have met their targets?
1. AService Level Management
2. BContinual Service Improvement
3. CChange Management
4. DSupplier Management
6Which of the following is not an element of Availability Management?
1. AReliability
2. BSecurity
3. CMaintainability
4. DVerification
7Within service design, what is the key output handed over to service transition?
1. AMeasurement, methods and metrics
2. BService design package
3. CProcess definitions
4. DService portfolio design
8What should a service always deliver to customers?
1. AResources
2. BValue
3. CInfrastructure
4. DApplications
9Which process is responsible for the availability, confidentiality and integrity of data?
1. AService catalogue management
2. BChange management
3. CInformation security management
4. DService asset and configuration management
10Availability management is directly responsible for the availability of which of the following?
1. AIT services and components
2. BIT services and business processes
3. CIT services, components and business processes
4. DComponents and business processes

11Which is the correct definition of a customer facing service?
1. AOne which is not covered by a service level agreement
2. BA service that cannot be allowed to fail
3. CA service not directly used by the business
4. DOne which directly supports the business processes of customers
12Which one of the following is the BEST definition of the term service management?
1. AA set of specialized organizational capabilities for providing value to customers in the form of services
2. BThe management of functions within an organization to perform certain activities
3. CUnits of organizations with roles to perform certain activities
4. DA group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
13Which one of the following is an objective of service catalogue management?
1. AOnly ensuring that adequate technical resources are available
2. BNegotiating and agreeing operational level agreements
3. CEnsuring that the service catalogue is made available to those approved to access it
4. DNegotiating and agreeing service level agreements
14Service 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"?
1. APotential
2. BProfit
3. CProducts
4. DPreparation
15Which of the following is NOT one of the five individual aspects of service design?
1. AThe design of the service portfolio, including the service catalogue
2. BThe design of new or changed services
3. CThe design of the technology architectures
4. DThe design of market spaces
16Which one of the following is concerned with policy and direction?
1. AService level management
2. BGovernance
3. CCapacity management
4. DService design
17Which of the following is the best definition of IT service management?
1. ATechnical implementation of supporting IT infrastructure components
2. BAn internal service provider that is embedded within a business unit
3. CA complete set of all the documentation required to deliver world class services to customers
4. DThe implementation and management of quality IT services that meet business needs
18What are underpinning contracts used to document?
1. AThe provision of goods and services by third party suppliers
2. BService levels that have been agreed between the internal service provider and their customer
3. CThe provision of IT services or business services by a service provider
4. DMetrics and critical success factors (CSFs) for internal support teams
19In which document would you expect to see an overview of actual service achievements against targets?
1. ASLA monitoring chart (SLAM)
2. BService level agreement (SLA)
3. CCapacity plan
4. DOperational level agreement (OLA)
20The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:
1. AService Outage Analysis
2. BComponent Failure Impact Analysis
3. CBusiness Impact Analysis
4. DRoot Cause Analysis
21Which process would ensure that utility and warranty requirements are properly addressed in service

designs?
1. ADesign Coordination
2. BAvailability Management
3. CCapacity Management
4. DRelease Management
22Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
1. AService Desk
2. BExternal
3. CShared service unit
4. DInternal
23Serviceability is an element of Availability Management. How is it best defined?
1. AThe percentage of the agreed service hours for which the service is available
2. BThe prevention of failure, and the ability to keep services and components operable
3. CThe ability to restore services or components back to normal operation
4. DThe support which external suppliers can be contracted to provide for parts of the IT infrastructure
24Which one of the following is it the responsibility of supplier management to negotiate and agree?
1. AOperational level agreements (OLAs)
2. BThe service portfolio
3. CService level agreements (SLAs)
4. DThird-party contracts
25Which one of the following is the BEST definition of reliability?
1. AThe level of risk that affects a service or process
2. BHow quickly a service or component can be restored to normal working order
3. CThe availability of a service or component
4. DHow long a service or configuration item (CI) can perform its function without failing
26For which of these activities is the Change Manager responsible?
1. ADevising the backout plan for a significant Change
2. BEnsuring a Release has reached the target CIs
3. CChairing the CAB
4. DEstablishing the root cause of a Capacity Incident which has led to an RFC being raised
27What is the name of the group that should review changes that must be implemented faster than the

normal change process?
1. AEmergency change advisory board
2. BTechnical management
3. CUrgent change authority
4. DUrgent change board
28What body exists to support the authorization of changes and to assist change management in the

assessment and prioritization of changes?
1. AThe change manager
2. BThe change advisory board
3. CThe change authorization board
4. DThe change implementer
29To 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?
1. AChange Manager
2. BService Level Manager
3. CFinancial Manager
4. DCapacity Manager
30Which of the following statements BEST describes the aims of release and deployment management?
1. ATo build, test and deliver the capability to provide the services specified by service design
2. BTo record and manage deviations, risks and issues related to the new or changed service
3. CTo ensure that each release package specified by service design consists of a set of related assets and service components
4. DTo ensure that all changes can be tracked, tested and verified if appropriate
31Where would you expect incident resolution targets to be documented?
1. AA service description
2. BThe service portfolio
3. CA service level agreement (SLA)
4. DA request for change (RFC)
32Which process is responsible for ensuring that appropriate testing takes place?
1. AService asset and configuration management
2. BRelease and deployment management
3. CService level management
4. DKnowledge management
33Which process would ensure that utility and warranty requirements are properly addressed in service

designs?
1. ADesign Coordination
2. BAvailability Management
3. CCapacity Management
4. DRelease Management
34The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
1. AA change advisory board
2. BA change model
3. CA change request
4. DA change
35Which one of the following does service metrics measure?
1. AMaturity and cost
2. BInfrastructure availability
3. CFunctions
4. DThe end-to-end service
36Which process is responsible for low risk, frequently occurring, low cost changes?
1. AIncident Management
2. BRequest Fulfilment
3. CRelease and Deployment Management
4. DDemand Management
37Which one of the following are the two primary elements that create value for customers?
1. AValue on investment (VOI) and return on investment (ROI)
2. BCustomer and user satisfaction
3. CService requirements and warranty
4. DResources and capabilities
38Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
1. AService Operation
2. BService Transition
3. CContinual Service Improvement
4. DService Design
39Which one of the following is NOT the responsibility of service catalogue management?
1. AEnsuring that service level agreements are maintained
2. BEnsuring that all operational services are recorded in the service catalogue
3. CEnsuring that information in the service catalogue is accurate
4. DEnsuring that information in the service catalogue is consistent with information in the service portfolio
40Which one of the following is an objective of release and deployment management?
1. ATo standardize methods and procedures used for efficient and prompt handling of all changes
2. BTo ensure that the overall business risk of change is optimized
3. CTo define and agree release and deployment plans with customers and stakeholders
4. DTo ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
41What is the BEST description of an operational level agreement (OLA)?
1. AA document that describes business services to operational staff
2. BAn agreement between the service provider and an external organization
3. CA document that describes to a customer how service will be operated on a day-to-day basis.
4. DAn agreement between the service provider and another part of the same organization
42Which of the following best describes the goal of Service Level Management?
1. ATo ensure that IT delivers the same standard of service at the least cost.
2. BTo 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.
3. CTo maintain and improve IT service quality in line with business requirements.
4. DTo provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.
43Which one of the following generates demand for services?
1. AInfrastructure trends
2. BPatterns of business activity (PBA)
3. CService level agreements (SLA)
4. DCost of providing support
44The multi-level SLA is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
1. AService level
2. BCorporate level
3. CConfiguration level
4. DCustomer level
45Which processes are responsible for the regular review of underpinning contracts?
1. ASupplier management and service level management
2. BAvailability management and service level management
3. CSupplier management and change management
4. DSupplier management and availability management
46Which one of the following is the BEST description of a service-based service level agreement (SLA)?
1. AAn agreement that covers one service for a single customer
2. BAn agreement with an individual customer group, covering all the services that they use
3. CAn agreement that covers service specific issues in a multi-level SLA structure
4. DAn agreement that covers one service for all customers of that service
47Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
1. AFinancial Management
2. BService Level Management
3. CRisk Management
4. DDemand Management
48Which of these best describes the purpose of Capacity Management?
1. ATo provide cost-effective IT capacity to meet agreed service levels
2. BTo ensure that business demands are affordable and achievable
3. CTo ensure that there is always sufficient capacity available to meet all customer demands.
4. DTo reduce costs and performance levels to a minimum
49Which of the following identifies the purpose of design coordination?
1. AEnsuring all service designs have availability designed into them
2. BDesigning of all the links between every service design process and all other processes in the service lifecycle
3. CControl of all supplier relationships from design right through to the production environment
4. DProvide a single point of control for all activities and processes within the service design stage of the lifecycle
50Which role is accountable for the operational management of a process?
1. AChange manager
2. BProcess practitioner
3. CService manager
4. DProcess manager
51Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?
1. AThe number of Problems raised
2. BThe number of Known Errors identified
3. CThe number of Problems correctly categorised
4. DThe number of RFCs raised
52The BEST description of an incident is:
1. AAn unplanned disruption of service unless there is a backup to that service
2. BAn unplanned interruption to service or a reduction in the quality of service
3. CAny disruption to service whether planned or unplanned
4. DAny disruption to service that is reported to the service desk, regardless of whether the service is
  impacted or not
53Which process will regularly analyse incident data to identify discernible trends?
1. AService level management
2. BProblem management
3. CChange Management
4. DEvent Management
54Which of the following is NOT a valid objective of problem management?
1. ATo prevent problems and their resultant Incidents
2. BTo restore service to a user
3. CTo manage problems throughout their lifecycle
4. DTo eliminate recurring incidents
55Which of the following BEST describes a problem?
1. AAn issue reported by a user
2. BThe cause of one or more incidents
3. CA serious incident which has a critical impact to the business
4. DThe cause of two or more incidents
56Which one of the following statements about incident reporting and logging is CORRECT?
1. AIncidents can only be reported by users
2. BIncidents can be reported by anyone who detects a disruption or potential disruption to normal service
3. CAll calls to the service desk must be logged as incidents
4. DIncidents reported by technical staff must also be logged as problems
57Which one of the following is NOT a valid purpose or objective of problem management?
1. ATo prevent problems and resultant incidents
2. BTo restore service to a user
3. CTo manage problems throughout their lifecycle
4. DTo eliminate recurring incidents
58Which of the following is the BEST reason for categorizing incidents?
1. ATo ensure service levels are met and breaches of agreements are avoided
2. BTo establish trends for use in problem management and other IT service management (ITSM) activities
3. CTo enable the incident management database to be partitioned for greater efficiency
4. DTo identify whether the user is entitled to log an incident for this particular service
59A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
1. ANo: the Known Error should be created before the problem is logged
2. BYes: for information purposes, a known error record can be created at any time it is prudent to do so
3. CNo: a known error record is created when the original incident is raised
4. DNo: a known error record should be created with the next release of the service
60Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
1. AService asset and configuration management
2. BEvent Management
3. CService catalogue management
4. DProblem management
61What is the BEST description of the purpose of the service operation stage of the service lifecycle?
1. ATo decide how IT will engage with suppliers during the service lifecycle
2. BTo deliver and manage IT services at agreed levels to business users and customers
3. CTo proactively prevent all outages to IT services
4. DTo design and build processes that will meet business needs
62Which one of the following is the BEST definition of an event?
1. AAn unplanned interruption to an IT service or a reduction in the quality of an IT service
2. BAny change of state that has significance for the management of a configuration item (CI) or IT service
3. CThe unknown cause of one or more incidents that have an impact on an IT service
4. DReducing or eliminating the cause of an incident or problem
63Which one of the following is the BEST description of a major incident?
1. AAn incident which is so complex that it requires root cause analysis before a workaround can be found
2. BAn incident which has a high priority or a high impact on the business
3. CAn incident which requires a large number of people to resolve
4. DAn incident logged by a senior manager
64Which one of the following would NOT involve event management?
1. AIntrusion detection
2. BRecording service desk staff absence
3. CRecording and monitoring environmental conditions in the data centre
4. DMonitoring the status of configuration items.
65Which of the following is NOT an objective of request fulfilment?
1. ATo provide information to users about what services are available and how to request them
2. BTo update the Service Catalogue with services that may be requested through the Service Desk
3. CTo provide a channel for users to request and receive standard services
4. DTo source and deliver the components of standard services that have been requested
66A 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
1. A2, 3 and 4 only
2. B1, 2 and 4 only
3. CNone of the above
4. DAll of the above
67Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
1. AService Level Management
2. BProblem Management
3. CChange Management
4. DEvent Management
68Which of the following would be most useful in helping to implement a workaround as quickly as possible?
1. AA capacity database
2. BA known error database
3. CA definitive media library
4. DA request for change
69What type of record should you raise when a problem diagnosis is complete and a workaround is

available?
1. AA service object
2. BA known error
3. CAn incident
4. DA Change
70Which two elements of financial management for IT services are mandatory?
1. ABudgeting and charging
2. BBudgeting and accounting
3. CCosting and charging
4. DAccounting and charging
71Which of the following options is a hierarchy that is used in knowledge management?
1. AWisdom - Information - Data - Knowledge
2. BData - Information - Knowledge - Wisdom
3. CKnowledge - Wisdom - Information - Data
4. DInformation - Data - Knowledge - Wisdom
72A 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?
1. ANetwork Management
2. BProblem Management
3. CCapacity Management
4. DThe Service Desk
73Which two processes will contribute MOST to enabling effective problem detection?
1. AIncident and financial management
2. BIncident and event management
3. CChange and release and deployment management
4. DKnowledge and service level management
74Which 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?
1. AChange Policy
2. BChange Proposal
3. CRisk Register
4. DService Request
75Why is it important for service providers to understand patterns of business activity (PBA)?
1. APBAs are based on organizational roles and responsibilities
2. BDemand for the services delivered by service providers are directly influenced by PBA
3. CIT service providers CANNOT schedule changes until they understand
4. DUnderstanding PBA is the only way to enable accurate service level reporting

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Description: ITIL Multiple Choice Quiz
Author: kevin chan7394
Language: English
Views: 962
History: Created on 14 May 2016 · updated on 30 Dec 2016
Tags: mcq itil itsm
Rating: 4.0 out of 5 · 1 rating
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Questions in this quiz (75)

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