ITIL Study Guide 1-50

Question 1 of 50

Medal-premium 1

What are the three types of metrics that an organization should collect to support Continual Service
Improvement (CSI)?

Select one or more of the following:

  • Return On Investment (ROI), Value On Investment (VOI), quality

  • Strategic, tactical and operational

  • Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

  • Technology, process and service

Question 2 of 50

Medal-premium 1

Which of the following is NOT a valid objective of Problem Management?

Select one of the following:

  • To prevent Problems and their resultant Incidents

  • To manage Problems throughout their lifecycle

  • To restore service to a user

  • To eliminate recurring Incidents

Question 3 of 50

Medal-premium 1

Availability Management is responsible for availability of the:

Select one of the following:

  • Services and Components

  • Services and Business Processes

  • Components and Business Processes

  • Services, Components and Business Processes

Question 4 of 50

Medal-premium 1

Contracts are used to define:

Select one of the following:

  • The provision of IT services or business services by a Service Provider

  • The provision of goods and services by Suppliers

  • Service Levels that have been agreed between the Service Provider and their Customer

  • Metrics and Critical Success Factors (CSFs) in an external agreement

Question 5 of 50

Medal-premium 1

Which of the following is NOT an example of Self-Help capabilities?

Select one of the following:

  • Requirement to always call the Service Desk for service requests

  • Web front-end

  • Menu-driven range of self help and service requests

  • A direct interface into the back-end process-handling software

Question 6 of 50

Medal-premium 1

Who owns the specific costs and risks associated with providing a service?

Select one of the following:

  • The Service Provider

  • The Service Level Manager

  • The Customer

  • The Finance department

Question 7 of 50

Medal-premium 1

Which of the following are types of communication you could expect the functions within Service
Operation to perform?

1. Communication between Data Centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication

Select one of the following:

  • 1 only

  • 2 and 3 only

  • 1, 2 and 4 only

  • All of the above

Question 8 of 50

Medal-premium 1

How many people should be accountable for a process as defined in the RACI model?

Select one of the following:

  • As many as necessary to complete the activity

  • Only one - the process owner

  • Two - the process owner and the process

  • Only one - the process architect

Question 9 of 50

Medal-premium 1

What guidance does ITIL give on the frequency of production of service reporting?

Select one of the following:

  • Service reporting intervals must be defined and agreed with the customers

  • Reporting intervals should be set by the Service Provider

  • Reports should be produced weekly

  • Service reporting intervals must be the same for all services

Question 10 of 50

Medal-premium 1

Which of the following is the BEST definition of the term Service Management?

Select one of the following:

  • A set of specialized organizational capabilities for providing value to customers in the form of services

  • A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  • The management of functions within an organization to perform certain activities

  • Units of organizations with roles to perform certain activities

Question 11 of 50

Medal-premium 1

Which of the following is NOT a characteristic of a process?

Select one of the following:

  • It is measurable

  • Delivers specific results

  • Responds to specific events

  • A method of structuring an organization

Question 12 of 50

Medal-premium 1

Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities

Select one of the following:

  • 1 and 3 only

  • All of the above

  • 2 and 4 only

  • 1, 2 and 4 only

Question 13 of 50

Medal-premium 1

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

Select one of the following:

  • Both of the above

  • 1 only

  • Neither of the above

  • 2 only

Question 14 of 50

Medal-premium 1

What are the publications that provide guidance specific to industry sectors and organization types
known as?

Select one of the following:

  • The Service Strategy and Service Transition books

  • The ITIL Complementary Guidance

  • The Service Support and Service Delivery books

  • Pocket Guides

Question 15 of 50

Medal-premium 1

Which of the following is NOT a purpose of Service Transition?

Select one of the following:

  • To ensure that a service can be managed, operated and supported

  • To provide training and certification in project management

  • To provide quality knowledge of Change, Release and Deployment Management

  • To plan and manage the capacity and resource requirements to manage a release

Question 16 of 50

Medal-premium 1

What is the BEST description of the purpose of Service Operation?

Select one of the following:

  • To decide how IT will engage with suppliers during the Service Management Lifecycle

  • To proactively prevent all outages to IT Services

  • To design and build processes that will meet business needs

  • To deliver and manage IT Services at agreed levels to business users and customers

Question 17 of 50

Medal-premium 1

Which of the following should NOT be a concern of Risk Management?

Select one of the following:

  • To ensure that the organization can continue to operate in the event of a major disruption or disaster

  • To ensure that the workplace is a safe environment for its employees and customers

  • To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

  • To ensure only the change requests with mitigated risks are approved for implementation

Question 18 of 50

Medal-premium 1

What is the BEST description of an Operational Level Agreement (OLA)?

Select one of the following:

  • An agreement between the service provider and another part of the same organization

  • An agreement between the service provider and an external organization

  • A document that describes to a customer how services will be operated on a day-to-day basis

  • A document that describes business services to operational staff

Question 19 of 50

Medal-premium 1

Which of the following is the CORRECT definition of a Release Unit?

Select one of the following:

  • A measurement of cost

  • A function described within Service Transition

  • The team of people responsible for implementing a release

  • The portion of a service or IT infrastructure that is normally released together

Question 20 of 50

Medal-premium 1

The BEST definition of an Incident is:

Select one of the following:

  • An unplanned disruption of service unless there is a backup to that service

  • An unplanned interruption or reduction in the quality of an IT 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 21 of 50

Medal-premium 1

In which of the following situations should a Problem Record be created?

Select one of the following:

  • An event indicates that a redundant network segment has failed but it has not impacted any users

  • An Incident is passed to second-level support

  • A Technical Management team identifies a permanent resolution to a number of recurring Incidents

  • Incident Management has found a workaround but needs some assistance in implementing it

Question 22 of 50

Medal-premium 1

Which of the following BEST describes a Problem?

Select one of the following:

  • A Known Error for which the cause and resolution are not yet known

  • The cause of two or more Incidents

  • A serious Incident which has a critical impact to the business

  • The cause of one or more Incidents

Question 23 of 50

Medal-premium 1

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

Select one of the following:

  • People, Process, Partners, Suppliers

  • People, Process, Products, Technology

  • People, Process, Products, Partners

  • People, Products, Technology, Partners

Question 24 of 50

Medal-premium 1

What would be the next step in the Continual Service Improvement (CSI) Model after:
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. ?

Select one of the following:

  • What is the Return On Investment (ROI)?

  • How much did it cost?

  • How do we keep the momentum going?

  • What is the Value On Investment (VOI)?

Question 25 of 50

Medal-premium 1

Which of the following do Service Metrics measure?

Select one of the following:

  • Processes and functions

  • Maturity and cost

  • The end to end service

  • Infrastructure availability

Question 26 of 50

Medal-premium 1

The MAIN objective of Service Level Management is:

Select one of the following:

  • To carry out the Service Operations activities needed to support current IT services

  • To ensure that sufficient capacity is provided to deliver the agreed performance of services

  • To create and populate a Service Catalogue

  • To ensure that an agreed level of IT service is provided for all current IT services

Question 27 of 50

Medal-premium 1

Which processes review Underpinning Contracts on a regular basis?

Select one of the following:

  • Supplier Management and Service Level Management

  • Supplier Management and Demand Management

  • Demand Management and Service Level Management

  • Supplier Management, Demand Management and Service Level Management

Question 28 of 50

Medal-premium 1

Which of the following statements about the Service Portfolio and Service Catalog is the MOST
CORRECT?

Select one of the following:

  • The Service Catalogue only has information about services that are live, or being prepared for
    deployment; the Service Portfolio only has information about services which are being considered for future development

  • The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development

  • The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

  • Service Catalogue and Service Portfolio are different names for the same thing

Question 29 of 50

Medal-premium 1

Which role or function is responsible for monitoring activities and events in the IT Infrastructure?

Select one of the following:

  • Service Level Management

  • IT Operations Management

  • Capacity Management

  • Incident Management

Question 30 of 50

Medal-premium 1

Consider the following list:

1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB)

What are these BEST described as?

Select one of the following:

  • Job descriptions

  • Functions

  • Teams

  • Roles, people or groups

Question 31 of 50

Medal-premium 1

Service Transition contains detailed descriptions of which processes?

Select one of the following:

  • Change Management, Service Asset and Configuration Management, Release and Deployment
    Management

  • Change Management, Capacity Management Event Management, Service Request Management

  • Service Level Management, Service Portfolio Management, Service Asset and Configuration
    Management

  • Service Asset and Configuration Management, Release and Deployment Management, Request
    Fulfilment

Question 32 of 50

Medal-premium 1

Which of the following statements is CORRECT?

Select one of the following:

  • The Configuration Management System is part of the Known Error Data Base

  • The Service Knowledge Management System is part of the Configuration Management system

  • The Configuration Management System is part of the Service Knowledge Management system

  • The Configuration Management System is part of the Configuration Management

Question 33 of 50

Medal-premium 1

Major Incidents require:

Select one of the following:

  • Separate procedures

  • Less urgency

  • Longer timescales

  • Less documentation

Question 34 of 50

Medal-premium 1

Which of the following statements about Incident reporting and logging is CORRECT?

Select one of the following:

  • Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

  • Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

  • All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

  • Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

Question 35 of 50

Medal-premium 1

What is the BEST description of a Major Incident?

Select one of the following:

  • An Incident that is so complex that it requires root cause analysis before a workaround can be found

  • An Incident which requires a large number of people to resolve

  • An Incident logged by a senior manager

  • An Incident which has a high priority or high impact on the business

Question 36 of 50

Medal-premium 1

Which of the following should be done when closing an incident?

1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome

Select one of the following:

  • 1 only

  • Both of the above

  • 2 only

  • Neither of the above

Question 37 of 50

Medal-premium 1

Which of the following statements correctly states the relationship between urgency, priority and
impact?

Select one of the following:

  • Impact, priority and urgency are independent of each other

  • Urgency should be based on impact and priority

  • Impact should be based on urgency and

  • Priority should be based on impact and urgency

Question 38 of 50

Medal-premium 1

Hierarchic escalation is best described as?

Select one of the following:

  • Notifying more senior levels of management about an Incident

  • Passing an Incident to people with a greater level of technical skill

  • Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  • Failing to meet the Incident resolution times specified in a Service Level Agreement

Question 39 of 50

Medal-premium 1

Which of the following BEST describes a Service Request?

Select one of the following:

  • A request from a User for information, advice or for a Standard Change

  • Anything that the customer wants and is prepared to pay for

  • Any request or demand that is entered by a user via a Self-Help web-based interface

  • Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting

Question 40 of 50

Medal-premium 1

Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?

Select one of the following:

  • Service Strategy

  • Service Transition

  • Service Operation

  • Continual Service Improvement

Question 41 of 50

Medal-premium 1

Which of the following is NOT a valid objective of Request Fulfilment?

Select one of the following:

  • 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 42 of 50

Medal-premium 1

Which process is responsible for sourcing and delivering components of requested standard services?

Select one of the following:

  • Request Fulfilment

  • Service Portfolio Management

  • Service Desk

  • IT Finance

Question 43 of 50

Medal-premium 1

Which of the following are Service Desk organizational structures?

1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

Select one of the following:

  • 1, 2 and 4 only

  • 2, 3 and 4 only

  • 1, 3 and 4 only

  • 1, 2 and 3 only

Question 44 of 50

Medal-premium 1

Which Functions are included in IT Operations Management?

Select one of the following:

  • Network Management and Application Management

  • Technical Management and Change Management

  • IT Operations Control and Facilities Management

  • Facilities Management and Release Management

Question 45 of 50

Medal-premium 1

Which of the following options is a hierarchy that is used in Knowledge Management?

Select one of the following:

  • Wisdom - Information - Data - Knowledge

  • Data - Information - Knowledge - Wisdom

  • Knowledge - Wisdom - Information - Data

  • Information - Data - Knowledge - Wisdom

Question 46 of 50

Medal-premium 1

Which of the following CANNOT be provided by a tool?

Select one of the following:

  • Knowledge

  • Information

  • Wisdom

  • Data

Question 47 of 50

Medal-premium 1

The BEST processes to automate are those that are:

Select one of the following:

  • Carried out by Service Operations

  • Carried out by lots of people

  • Critical to the success of the business mission

  • Simple and well understood

Question 48 of 50

Medal-premium 1

Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design

Select one of the following:

  • 2, 3 and 4 only

  • 1, 3 and 4 only

  • 1, 2 and 3 only

  • All of the above

Question 49 of 50

Medal-premium 1

Which of the following are the two primary elements that create value for customers?

Select one of the following:

  • Value on Investment (VOI), Return on Investment (ROI)

  • Customer and User satisfaction

  • Understanding Service Requirements and Warranty

  • Utility and Warranty

Question 50 of 50

Medal-premium 1

Within Service Design, what is the key output handed over to Service Transition?

Select one of the following:

  • Measurement, methods and metrics

  • Service Design Package

  • Service Portfolio Design

  • Process definitions

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ITIL Study Guide 1-50

Chuck Willis
Quiz by , created over 1 year ago

ITIL Study Guide

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Chuck Willis
Created by Chuck Willis over 1 year ago
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