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Awareness | ITIL V3 Question and Answers ITIL® Awareness | ITIL V3 Question and AnswersMay 21,
2018 ITIL® Awareness | ITIL V3 Mock Test ITIL stands for Information Technology Infrastructure Library.
It is a set of proven IT processes and common practices for IT Service Management (ITSM). ITIL V2 and
ITIL V3 are standards in the field of ITSM. 1 Which sub process of Capacity Management focuses on the
IT Infrastructure that is used to support provision? a. Business Capacity Management b. Component
Capacity Management c. Service Capacity Management d. All of the above Hide Answer Answer :
Component Capacity Management 2 The information security policy should include all of the following
policies EXCEPT a. A charging policy b. A record retention policy c. A E-mail policy d. An asset disposal
policy Hide Answer Answer : A charging policy 3 What is the purpose of Service Design? a. To define the
perspective, position, plans, and patterns that a service provider needs to execute to meet an
organization’s business outcomes b. To ensure that new, modified, or retired services meet the
expectations of the business as documented in the service strategy and service design stages of the
lifecycle c. To coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels to business users and customers d. To plan out the services, governing practices,
processes and policies required to realize the service provider’s strategy and to facilitate the
introduction of services into supported environments Hide Answer Answer : To plan out the services,
governing practices, processes and policies required to realize the service provider’s strategy and to
facilitate the introduction of services into supported environments 4 Which of the following is NOT a
purpose of the Service Asset and Configuration Management (SCAM) process? a. To determine the most
appropriate release-unit level for each asset or component b. To ensure that accurate and reliable
information about assets is available when and where it is needed c. To include details of how assets
have been configured and the relationships between assets d. To ensure that the assets required to
deliver services are properly controlled Hide Answer Answer : To determine the most appropriate
release-unit level for each asset or component 5 Which statement about IT Operations Management is
CORRECT? a. It is responsible for ensuring that business and IT services provider strategies and plans are
closely aligned b. It is responsible for performing the daily activities needed to manage IT services and
the supporting IT infrastructure c. It is responsible for managing risks that could seriously impact IT
services d. It is responsible for allowing users to make use of IT services, data or other assets Hide
Answer Answer : It is responsible for performing the daily activities needed to manage IT services and
the supporting IT infrastructure 6 Which statement about the scope of Access Management is CORRECT?
a. It involves the implementation of the policies from Information Security Management b. It is applied
to any facet of service management that needs to be closely managed and that can be automated c. It
allows users to make use of IT services, data, or other assets d. It ensures that access to services is
available at the times that were agreed upon Hide Answer Answer : It involves the implementation of
the policies from Information Security Management 7 Which stages of the ITIL framework represent the
revolving lifecycle stages of the lifecycle hub-and-spoke design? a. Service Design, Service Transition and
Continual Service Improvement b. Service Strategy, Service Operation and Continual Service
Improvement c. Service Design, Service Transition and Service Operation d. Service Strategy, Service
Design, and Service Operation Hide Answer Answer : Service Design, Service Transition and Service
Operation 8 Which aspect of service design is reviewed to make sure that existing roles and
responsibilities have the ability to support a new service? a. Design of Service Solutions b. Design of
management information system and tools c. Design of required processes d. Design of measurement
methods and metrics Hide Answer Answer : Design of required processes 9 Your organization is in the
process of developing multi-level service agreements. Which of the following is NOT a layer within a
multi-layer service level agreement? a. Customer Level b. Corporate Level c. Service Level d. Strategic
Level Hide Answer Answer : Strategic Level 10 Which of the following is an example of the management
information systems and tools aspect of Service Design? a. Customer and User Satisfaction Survey b.
Service Catalogue c. Financial Information and Budgets d. Service Level Agreements Hide Answer
Answer : Service Catalogue 11 Which aspect of Availability is a measure of how long an IT service can
perform its agreed function without interruption? a. Maintainability b. Reliability c. Availability d.
Serviceability Hide Answer Answer : Reliability 12 Which of the following is the BEST description of a
service? a. A structured collection of activities that are intended to achieve a specific goal b. A way of
delivering value to customers by helping to bring about results customers want to accomplish without
owning the specific costs and risks c. Any capability or resource used by a service provider to provide
utility and warranty to a customer d. Any capability or resource used by a customer to accomplish a
business result Hide Answer Answer : A way of delivering value to customers by helping to bring about
results customers want to accomplish without owning the specific costs and risks 13 Which of the
following resource can be used to indicate a breach to a service level target? a. Authority Matrix b. RACI
Matrix c. Pareto Chart d. Service Level Agreement Monitoring (SLAM) chart Hide Answer Answer :
Service Level Agreement Monitoring (SLAM) chart 14 Which type of service change is BEST described as
a pre-authorized change that is low risk, relatively common, and follows a procedure or work instruction?
a. Standard Change b. Minor Change c. Normal Change d. Emergency Change Hide Answer Answer :
Standard Change 15 Which design feature for vital business functions (VBF) refers to an approach used
to provide maximum availability of an IT service? a. Fault Tolerance b. Continuous Availability c. High
Availability d. Continuous Operation Hide Answer Answer : Continuous Availability 16 Which of the
following is a major Service Design aspect? a. Strategies and Strategic Plans b. Request for Changes
(RFCs) to resolve operational issues c. Management Information System and Tools d. Service Level
Agreements (SLA) Hide Answer Answer : Management Information System and Tools 17 Which of the
following Service Design aspects specifically include the Service Catalogue? a. Design of Technology and
Management Architectures b. Design of Measurement Methods and Metrics c. Design of Management
Information System and Tools d. Design of Service Solutions Hide Answer Answer : Design of Service
Solutions 18 Which of the following activities are included in IT Operations Management? a. Access
Management and IT Service Continuity Management (ITSCM) b. Application Service Provider (ASP) and
Facilities Management c. IT Service Management (ITSM) and Release and Deployment Management d. IT
Operations Control and Facilities Management Hide Answer Answer : IT Operations Control and
Facilities Management 19 Which of the following BEST describes an alert? a. A design flaw or
malfunction that causes a failure of one or more IT services or other configuration items (CIs) b. A
notification that a threshold has been reached, something has changed, or a failure has occurred c. An
unplanned interruption to an IT service or a reduction in the quality of an IT service d. A change of state
that has significance for the management of an IT service or other configuration item (CI) Hide Answer
Answer : A notification that a threshold has been reached, something has changed, or a failure has
occurred 20 Which of the following is responsible for negotiating agreements between the service
provider and customer, as well as ensuring that these agreements are met? a. Supplier Management b.
Service Level Agreement (SLA) c. Demand Management d. Service Level Management (SLM) Hide
Answer Answer : Service Level Management (SLM) 21 Which of the following is the BEST description of a
function? a. A team or group of people and the tools they use to carry out one or more processes or
activities b. A structured set of activities designed to accomplish a specific objective c. A temporary
organization, with people and other assets required to achieve an objective or other outcome d. A
connection or interaction between the IT service provider and the business Hide Answer Answer : A
team or group of people and the tools they use to carry out one or more processes or activities 22
Which of the following is one of the five major Service Design aspects? a. Measurement Methods and
Metrics b. Standard Operating Procedures c. Vital Business Function d. Shared Service Unit Hide Answer
Answer : Measurement Methods and Metrics 23 What do the four P’s of Service Design represent? a.
People, Process, Principles and Profit b. People, Process, Products, and Projects c. People, Process,
Products and Partners d. People, Process, Principles and Partners Hide Answer Answer : People, Process,
Products and Partners 24 What is the purpose of Service Operation? a. To ensure that new, modified, or
retired services meet the expectations of the business as documented in the service strategy and service
design stages of the lifecycle b. To plan out the services, governing practices, processes, and policies
required to realize the service provider’s strategy and to facilitate the introduction of services into
supported environments c. To define the perspective, position, plans, and patterns that a service
provider needs to execute to meet an organization’s business outcomes d. To coordinate and carry out
the activities and processes required to deliver and manage services at agreed levels to business users
and customers Hide Answer Answer : To coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and customers 25 Which of the
following is used to manage the lifecycle of a single change? a. Request for Change (RFC) b. Standard
Change c. Change Model d. Change Record Hide Answer Answer : Change Record 26 Which of the
following does NOT describe Application Management? a. It helps to decide if an application will be
bought or built b. It is the software that provides functions that are required by an IT service c. Any
department, group or team that is involved in managing and supporting operational applications can
execute this function d. It is the function that is responsible for managing applications throughout their
lifecycle Hide Answer Answer : It is the software that provides functions that are required by an IT
service 27 Which of the following aspects of Service Management would be included in the scope of
Event Management? a. Configuration items (CIs) b. Environmental conditions c. Security d. All of the
above Hide Answer Answer : All of the above 28 Which of the following is an interface with Incident
Management from the Service Design stage of the Service lifecycle? a. Service Level Management (SLM)
b. Access Management c. Problem Management d. Change Management Hide Answer Answer : Service
Level Management (SLM) 29 What is the purpose of Continual Service Improvement (CSI)? a. To ensure
that new, modified or retired services meet the expectations of the business as documented in the
Service Strategy and Service Design stages of the lifecycle b. To plan out the services, governing
practices, processes and policies required to realize the service provider’s strategy and to facilitate the
introduction of service into supported environments c. To coordinate and carry out the activities and
processes required to deliver and manage services at agreed levels to business users and customers d.
To ensure that IT services are aligned with changing business needs by identifying and implementing
enhancements to IT services that support business processes Hide Answer Answer : To ensure that IT
services are aligned with changing business needs by identifying and implementing enhancements to IT
services that support business processes 30 Which of the following statements about Serviceability is
CORRECT? a. Customers require Service Level Agreements (SLAs) containing reliability targets b.
Maintainability is the primary service target within SLAs for the business and customers availability c.
Reliability and Maintainability targets within Operational Level Agreements (OLAs) should refer to the
end-to-end service d. All of the above Hide Answer Answer : Reliability and Maintainability targets
within Operational Level Agreements (OLAs) should refer to the end-to-end service 31 Which of the
following is MOST strategically focused on achieving service levels? a. IT Operations Management b.
Release and Deployment Management c. Business Relationship Management d. Service Level
Management (SLM) Hide Answer Answer : Business Relationship Management 32 Which type of
external stakeholder of an IT service provider is the person or group who defines and agrees to the
service level targets? a. Suppliers b. Customers c. Vendor d. Users Hide Answer Answer : Customers 33
Which of the following is a value that is a result of implementing good Service Transition? a. Reduced
frequency and duration of service outages b. Allows the service provider to promptly and effectively
respond to changes in the business environment c. Improved quality of service d. Improved control of
service assets and configurations Hide Answer Answer : Improved control of service assets and
configurations 34 Service desks can be structured in many ways. How would a Centralized Service Desk
be described? a. Several Service Desks merged into a single location b. A Service Desk that gives the
impression that it is a single centralized Service Desk, but in fact the personnel are scattered or located
in any number (or type) of geographical locations c. A Service Desk that includes two or more
geographically dispersed Service Desks and provides 24-hour follow-the-sun service d. A Service Desk
that is co-located within, or that is physically located to, the users it serves Hide Answer Answer :
Several Service Desks merged into a single location 35 Which step of the Continual Service Improvement
(CSI) approach involves implementing IT Service Management (ITSM) processes? a. Where are we now?
b. How do we get there? c. Where do we want to be? d. How do we keep the momentum going? Hide
Answer Answer : How do we get there? 36 What can Service Automation improve? a. Accounting and
Agreement b. Environment and Partnership c. Input and Output d. Utility and Warranty Hide Answer
Answer : Utility and Warranty 37 Which of the following is a responsibility of the process practitioner? a.
Creating or updating records to prove that activities have been carried out correctly b. Supplying goods
or services that are required to deliver IT Services c. Managing the lifecycle of all incidents d. Appointing
people to the required roles Hide Answer Answer : Creating or updating records to prove that activities
have been carried out correctly 38 Which statements about the Service Knowledge Management System
(SKMS) are CORRECT? a. Configuration data is stored in the configuration Management Database
(CMDB), which is fed through the Configuration Management System (CMS) to the SKMS. b. The CMS is
part of the SKMS c. The SKMS provides support for making informed decision and delivering services d.
All of the above Hide Answer Answer : All of the above 39 Which of the following is the purpose of
Change Management? a. To ensure that changes are documented and analyzed. b. To make effective
use of overall risk by accepting potentially beneficial risks c. To ensure that requests for change align
with the business needs of the service d. To ensure beneficial changes to be made with minimum
disruption to IT Services Hide Answer Answer : To ensure beneficial changes to be made with minimum
disruption to IT Services 40 Which of the following is NOT an output of Service Level Management (SLM)?
a. Service Improvement Plan (SIP) b. Update to Request for Changes (RFCs) c. Up-to-date Service
Portfolio d. Updated requirements for Underpinning Contracts Hide Answer Answer : Up-to-date Service
Portfolio 41 Which of the following is NOT a characteristic of value as created through Services? a. Value
is defined by the Service Provider b. Affordable mix of features c. Value changes over time and
circumstance d. Achievement of objectives Hide Answer Answer : Value is defined by the Service
Provider 42 Which of the following contains details of current and historic usage of IT Service and
Components and also includes scenarios predicting business demands? a. Configuration Management
System b. Capacity Plan c. Configuration Baseline d. Charter Hide Answer Answer : Capacity Plan 43
Which of the following is defined as the underlying cause of one of more unplanned interruptions to an
IT Service? a. Incident b. Workaround c. Problem d. Event Hide Answer Answer : Problem 44 What is the
MAIN responsibility of the Service Owner? a. Communicate process information or changes as
appropriate to ensure awareness b. Define all aspects of an IT Service and its requirements throughout
each stage of its lifecycle c. Provide the overall management of all IT Services d. Deliver a specific IT
Service Hide Answer Answer : Deliver a specific IT Service 45 Which of the following is the BEST
description of IT Service Management? a. The implementation and Management of quality IT Services
that meet the needs of the business b. An approach that emphasizes the importance of coordination
and control across the various functions, processes and systems necessary to manage the full lifecycle of
IT Services c. The framework of policy, processes, standards, guidelines and tools that ensures an
organization can achieve its Information Security Management objectives d. A set of specialized
organizational capabilities for providing value to customers in the form of Services Hide Answer Answer :
The implementation and Management of quality IT Services that meet the needs of the business 46
Which of the following describes the “R” in RACI? a. The person or people responsible for getting the job
done b. The person who controls quality and the end results c. The people who are sought after for
information and advice d. People who are kept up to date on progress Hide Answer Answer : The person
or people responsible for getting the job done 47 Continual Service Improvement (CSI) uses various
types of metrics to support its activities. Which type of metric is frequently associated with application-
based metrics? a. Process metrics b. Technology metrics c. Service metrics d. Improvement metrics Hide
Answer Answer : Technology metrics 48 Which of the following is the purpose of the Request Fulfillment
process? a. To provide users with information on service availability and the required steps to obtain
them b. To manage the lifecycle of all Service Requests from users c. To allow users to make use of IT
Services, data or other assets d. To ensure that normal service operation is restored as quickly and the
business impact is minimized Hide Answer Answer : To manage the lifecycle of all Service Requests from
users 49 As a category, Event are of ____________types a. Exception b. Informational c. Informational
and exceptions d. None of the above Hide Answer Answer : Informational and exceptions 50 In event
notification, a device is interrogated by a management tool, which collects certain targeted data. This is
called polling a. True b. False Hide Answer Answer : True 51 Significance of the events can be
categorized as: a. Informational b. Warning c. Exception d. All of the above Hide Answer Answer : All of
the above 52 For your Event Management to be effective, it should be designed during: a. Service
Strategy b. Service Design c. Service Operation d. Service Transition Hide Answer Answer : Service
Design 53 Failed CI cannot be called as incident if service performance does not degrade a. True b. False
Hide Answer Answer : False 54 Incidents can be logged by a. Technical Staff b. User c. Service Desk d. All
of the above Hide Answer Answer : All of the above 55 Focus of Incident Management is on a.
Permanent resolution b. Find the cause and fix it c. Restore ASAP (AS early As Possible) d. Make
necessary changes in infrastructure Hide Answer Answer : Restore ASAP (AS early As Possible) 56
Incident Management team is exempted to follow Change Management process because they are
supposed to fix the reported issues and in the process of fixing the issues, they are required to make
necessary changes a. True b. False Hide Answer Answer : False 57 Urgency, Severity, Impact and Priority
is related as a. Urgency = Priority X Impact b. Priority = Urgency X Impact c. Severity = Impact X Priority d.
All are incorrect Hide Answer Answer : Priority = Urgency X Impact 58 Category in Incident management
and category in Problem Management should be a. Can be different b. Doesn’t matter c. Same d. They
are independent Hide Answer Answer : Same 59 Primary interface with Request fulfillment process is as
below a. Service Desk – Incident – Problem and Change b. Incident – Problem – Change and Release c.
Incident – Capacity – Availability and Service Level Management (SLM) d. Incident – Release and
Configuration Management Hide Answer Answer : Incident – Release and Configuration Management 60
Challenges faced by Request Fulfillment process come from which combination a. People and Process b.
Process and Technology c. People and Technology d. None of the above Hide Answer Answer : Process
and Technology 61 As per ITIL, a ‘problem’ is defined as the case of one or more incidents a. True b.
False Hide Answer Answer : True 62 Two major processes for Problem Management are a. Error Control
and Problem Control b. Reactive and Proactive c. Error Control and Proactive d. Problem Control and
Reactive Hide Answer Answer : Reactive and Proactive 63 Known Error database should be owned by a.
Configuration Management as part of CMDB b. Knowledge Management as part of SKMS c. Problem
Management d. Should be owned by Tools group or KM team Hide Answer Answer : Problem
Management 64 In Service Transition phase, Problem Management interacts with a. Change
Management b. Configuration Management c. Release and Deployment Management d. All of the above
Hide Answer Answer : All of the above 65 In Service Design, Problem Management deals with a. Supplier
Management b. Transition Planning and Support c. Security Management d. Capacity Management Hide
Answer Answer : Capacity Management 66 Access Management process is subset of the Availability
Management process, whose objective is to ensure that all those authorized should have access to the
documents and information: a. True b. False Hide Answer Answer : False 67 Service Operations team is
accountable to find CI discrepancies while working on day to day basis a. True b. False Hide Answer
Answer : False 68 Service Operations team is supposed to update the CI status and details based on a.
Operations Manager’s approval b. Configuration Manager’s approval c. Incident Manager’s approval d.
Operations Management function Hide Answer Answer : Configuration Manager’s approval 69
Monitoring is performed by Service Operations teams, involved processes are: a. Supplier – Service Level
Management (SLM) – Service Reporting b. Event – Capacity – Availability c. SLM – Incident – Problem d.
Change – Validation – Release Hide Answer Answer : Event – Capacity – Availability 70 Technical
Management function has two responsibilities a. Build technical knowledge and deploy resources to
support ITSM lifecycle b. Custodian of technical knowledge and owners of technically competent
resource pool c. Custodian of technical knowledge and deploy resources to support ITSM lifecycle d.
None of the above Hide Answer Answer : Custodian of technical knowledge and deploy resources to
support ITSM lifecycle 71 Discovery tools are used to a. Discover issues in the service line b. Populate
and verify the CMS data and to assist in license management c. Discuss CI attributes of all the CI not live
in the network d. Establish and / or confirm the scope of the service landscape Hide Answer Answer :
Populate and verify the CMS data and to assist in license management 72 Critical Success factors of
Service Operations are a. Management Support b. Business Support c. Staffing Support d. All of the
above Hide Answer Answer : All of the above 73 Effectiveness and Efficiency is the driver in every facet
of the service operations, which of the following statement is true – 1. A measure of whether the
objective has been achieved is called effectiveness, 2. A measure of whether right amount of resources
has been used to deliver an output is called efficiency a. Both 1 and 2 are correct b. Both 1 and 2 are
incorrect c. Statement 1 is correct d. Statement 2 is correct Hide Answer Answer : Both 1 and 2 are
correct 74 Failure of a Configuration Item not resulting in disruption of service is also called as an
incident a. True b. False Hide Answer Answer : True 75 Knowledge Base and Known Error Database is
same a. True b. False Hide Answer Answer : False 76 Which of the statements are wrong: a. MTBF =
Mean time Between Failures b. MTTR = Mean time to Repair c. MTTR = Mean time to Restore Service d.
MTBSI = Mean time Between System Incidents Hide Answer Answer : MTTR = Mean time to Restore
Service 77 Writing of an equal amount of an asset’s value each year, usually a fixed percentage of cost, is
known as ……. a. Transfer cost b. Discounted cash flow c. Net Book Value d. Depreciating Hide Answer
Answer : Depreciating 78 Utility and Warranty can be explained as Increases performance average and
Reduces performance variation a. True b. False Hide Answer Answer : True 79 Utility is explained as a. It
increases gain and it reduces pain b. It increases gain or it reduces pain c. It creates a balance between
gain and pain d. None of the above statement is correct explanation Hide Answer Answer : It increases
gain or it reduces pain 80 Four P’s of Service Strategy are a. Perspective – Positions – Plan and Pattern b.
Product – Price – Position and Perception c. Product – Plan – Price and Position d. Perspective –
Perception – Position and Price Hide Answer Answer : Perspective – Positions – Plan and Pattern 81
Financial Management is responsible for a. Budgeting b. Accounting c. Charging d. All of the above Hide
Answer Answer : All of the above 82 Analyzing Pattern of Business Activity is responsibility of a. Demand
Management b. Service Level Management c. Service Portfolio Management d. Capacity Management
Hide Answer Answer : Demand Management 83 Service Portfolio categorizes the risk in to following
categories a. Grow the business b. Run the business c. Transform the business d. All of the Above Hide
Answer Answer : All of the Above 84 Outcome of existing Service Portfolio analysis leads to a. Retain and
Replace b. Rationalize and Refactor c. Renew and Retire d. All of the Above Hide Answer Answer : All of
the Above 85 Service Portfolio is sum of a. Service Pipeline and Service Catalogue b. Service Design and
Service Strategy c. Service Catalogue and Service Design d. None of the above Hide Answer Answer :
Service Pipeline and Service Catalogue 86 Which of the following statements about the Service Owner is
INCORRECT? a. Carries out the day-to-day monitoring and operation of the service they own b.
Contributes to continual improvement affecting the service they own c. Is a stakeholder in all of the IT
processes which support the service they own d. Is accountable for a specific service within an
organization Hide Answer Answer : Is accountable for a specific service within an organization 87
Demand Management is about a. Understanding the Pattern of Business Activity (PBA) b. Influencing
demand c. Both of them d. None of the above Hide Answer Answer : Both of them 88 Continual Service
Improvement expect all Service Managers to identify and differentiate between two basic role: a.
Productions Vs Operations b. Productions Vs Project c. Operations Vs Project d. None of the above Hide
Answer Answer : Productions Vs Project 89 Core Objective of Service Improvement should be: a.
Increasing Efficiency b. Maximizing Effectiveness c. Optimizing cost of services and underlying ITSM
process d. All the above Hide Answer Answer : All the above 90 Improvement cannot be achieved
without clear and unambiguous accountabilities a. True b. False Hide Answer Answer : True 91 In
Continual Service Improvement (CSI), Deming cycle is critical at following points a. Implementation of
CSI b. Application of CSI to services and service management process c. Both of the above d. None of the
above Hide Answer Answer : Both of the above 92 Your measurement framework should address
following as, basic reason to monitor and measure a. Validate, direct, intervene and justify b. Verify,
improve, review and update c. Review, improve, verify and validate d. Validate, review, improve and
measure Hide Answer Answer : Validate, direct, intervene and justify 93 ITIL is compliant to following
ISO models: a. ISO20000 b. ISO27000 c. ISO19770 d. None of the above Hide Answer Answer : None of
the above 94 To Support Continual Service Improvement (CSI) activities, organization needs to collect
following types of metrics a. Technology, Process and Service b. People, Process and Technology c.
People, Process and Partner d. Service, Technology and People Hide Answer Answer : Technology,
Process and Service 95 Service Reporting is responsibility of a. Service Reporting Process b. Service Level
Management c. Both of the above d. None Hide Answer Answer : Both of the above 96 What are various
cost involved in Continual Service Improvement (CSI) implementation a. Labor Cost and expertise cost b.
Tooling cost and training cost c. Both of the above d. None of the above Hide Answer Answer : Both of
the above 97 Which of the following do Technology Metrics measure? a. Components b. Processes c.
The end to end service d. Customer Satisfaction Hide Answer Answer : Components 98 Which of the
following do Service Metrics measure? a. Processes and functions b. Maturity and cost c. The end to end
service d. Infrastructure availability Hide Answer Answer : The end to end service 99 Which of these is
the correct set of steps for the Continual Service Improvement Model? a. Devise a strategy; Design the
Solution; Transition into Production; Operate the Solution; Continually Improve b. Where do we want to
be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? c.
Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check
the plan has been properly implemented; Improve the solution d. What is the vision?; Where are we
now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the
momentum going? Hide Answer Answer : What is the vision?; Where are we now?; Where do we want
to be?; How do we get there?; Did we get there?; How do we keep the momentum going? 100 An
organization has undertaken the first two steps in the 7-Step Improvement Process, and has found a
large gap between what it believes it SHOULD measure, and what it IS ABLE TO measure. The
organization is in the process of drafting SLAs. What is the BEST way of dealing with this limited
measurement capability in the short to medium term? a. SLAs should include targets based on what
should be measured; Monitoring capabilities will then be gradually enhanced to allow the necessary
monitoring and reporting to be introduced b. Work on the SLAs should be suspended until adequate
monitoring capabilities are available to support the required targets c. SLAs should include targets based
on what can currently be measured; SLA targets should be gradually enhanced as increased monitoring
capability becomes available d. Operational Level Agreements (OLAs) and UCs should be examined, and
targets should be included in the SLA to match those in the OLAs/UCs Hide Answer Answer : SLAs should
include targets based on what should be measured; Monitoring capabilities will then be gradually
enhanced to allow the necessary monitoring and reporting to be introduced 101 An important beginning
point for highlighting Continual Service Improvement is perform: a. Baseline b. Process Audit c. Process
Assessment d. Statistical Analysis Hide Answer Answer : Baseline 102 Continual Service Improvement is
expected to identify faults or weaknesses in which of the following Lifecycle phases? a. All phases of the
Service Lifecycle b. All phases of the Lifecycle, except Service Strategy c. All phases of the Lifecycle,
except CSI d. Service Design, Service Transition and Service Operation only Hide Answer Answer : All
phases of the Service Lifecycle 103 Which of the following is NOT an aim of the Change Management
process? a. To ensure the impact of changes are better understood b. To ensure standardized methods
and procedures are used for efficient and prompt handling of changes c. To ensure that all changes to
Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System
(CMS) d. To deliver and manage IT services at agreed levels to business users Hide Answer Answer : To
deliver and manage IT services at agreed levels to business users 104 Identify the processes covered as
part of Service Transition? a. Change Management, Service Asset and Configuration Management,
Release and Deployment Management b. Change Management, Capacity Management, Event
Management, Service Request Management c. Service Level Management, Service Portfolio
Management, Service Asset and Configuration Management d. Service Asset and Configuration
Management, Release and Deployment Management, Request Fulfillment Hide Answer Answer :
Change Management, Service Asset and Configuration Management, Release and Deployment
Management 105 Most important activity of Change Management is a. Change Impact Assessment b.
Deploying Change c. Managing CI during change process d. Managing Known error Hide Answer Answer :
Change Impact Assessment 106 What are various types of change a. Strategic Change b. Tactical Change
c. Operational Change d. All of the above Hide Answer Answer : All of the above 107 MTRS is defined as
a. Mean time to restore service b. Mean time to resolve service c. Maximum time to resolve service d.
Maximum time to restore service Hide Answer Answer : Mean time to restore service 108 Success of
Change Management is measured during a. During post release review after success of release b. During
post implementation review c. During Change impact assessment d. Customer Satisfaction Survey Hide
Answer Answer : During post implementation review 109 Ideally Change and Release Management
should not be handled by same person a. As they need to work very closely b. Release Management is
subset of Change Management c. As there is conflict of interest d. Both the processes can be handled by
same person Hide Answer Answer : As there is conflict of interest 110 Change Impact Assessment is
done based on a. Technical Impact Assessment b. Business Impact Assessment c. Financial impact
assessment d. All of the above Hide Answer Answer : All of the above 111 Key activities in Service Asset
and Configuration Management process is a. Planning – Identification – Control – Status Accounting –
Verification and Audit b. Plan – Inform – Control –Account – Verify c. Prepare – Identify – Control –
Status Accounting – Validation and Verification d. Planning – Identification – Control – Status Accounting
– Validation and Verification Hide Answer Answer : Planning – Identification – Control – Status
Accounting – Verification and Audit 112 Which statement correctly describes the difference between
Asset Management and Configuration Management? a. Asset Management only deals with what is
owned; Configuration Management deals with everything in the infrastructure b. Asset Management is
a superset of Configuration Management because it includes non-IT assets such as chairs and tables c.
Asset Management deals with the financial aspects of Configuration Items (CIs); Configuration
Management only deals with the technical details of the infrastructure d. Configuration Management
goes much further than Asset Management because it also specifies the relationships between assets
Hide Answer Answer : Configuration Management goes much further than Asset Management because
it also specifies the relationships between assets 113 Which of the following is NOT a part of the Release
Process? a. Moving software from the DML to the Development Environment b. Moving software from
the DML to the Live Environment c. Moving software from the development to the Test Environment d.
Moving software from the live environment to the DML Hide Answer Answer : Moving software from
the live environment to the DML 114 Items of Information stored in the CMDB relating to a specific CI
are known as? a. Components b. Features c. Attributes d. Characteristics Hide Answer Answer :
Attributes 115 Which process is accountable to manage DML and definitive spares a. SACM b. SPM c.
SLM d. CSI Hide Answer Answer : SACM 116 DML is foundation for a. Release Management b.
Configuration Management c. Change Management d. Problem Management Hide Answer Answer :
Release Management 117 Which of the following statements is CORRECT? a. The Configuration
Management System is part of the Known Error Data Base b. The Service Knowledge Management
System is part of the Configuration Management System c. The Configuration Management System is
part of the Service Knowledge Management system d. The Configuration Management System is part of
the Configuration Management Database Hide Answer Answer : The Configuration Management System
is part of the Service Knowledge Management system 118 In ITIL service lifecycle configuration levels
and baseline points are represented by a. Numbered Triangles b. Sequenced square c. 7 step
improvement model d. DMAIC methodology Hide Answer Answer : Numbered Triangles 119 To define
and control the components of services and infrastructure and maintain accurate configuration
information on the historical, planned and current state of the services and infrastructure is objective of
a. SACM b. SLM c. CSI d. Change Management Hide Answer Answer : SACM 120 Various release and
deployment approach can be explained as a. Big bang vs Phased b. Push and pull c. Automated vs
manual d. All of the above Hide Answer Answer : All of the above 121 Release Window is same as
Change Window a. True b. False Hide Answer Answer : True 122 Release planning starts as soon as a.
Change is logged b. Change is approved c. Release management receives specific input to start the
release planning d. When all the required CI is available Hide Answer Answer : Change is approved 123
Back-out plan is built and approved by a. Release Management b. Change Management c. Both of them
d. None of them Hide Answer Answer : None of them 124 The addition, modification or removal of an
authorized, planned or supported service or service component and its associated documentation is a
definition of what? a. A Service Change b. A Release request c. A Change Request d. A Configuration
Control Hide Answer Answer : A Service Change 125 Release Management should update KEDB for all
error which is released during deployment a. True b. False Hide Answer Answer : True 126 Service
Validation and testing process is responsible for a. Validation and testing of new or changed services b.
Validation and testing of existing services c. Validation and testing of all CI d. Validation and testing of
release unit Hide Answer Answer : Validation and testing of new or changed services 127 Transition
management is all about a. Communication management b. Stakeholder management c. Both of the
above d. None of the above Hide Answer Answer : Both of the above 128 Transition is defined as a
change in state, corresponding to a movement of an IT service or other configuration item from lifecycle
to another a. True b. False Hide Answer Answer : True 129 It is important for the operation of a given
application that the version of the software installed on each of the computers on the network is the
same. Which process is responsible for this? a. Change Management b. Configuration Management c.
Network Management d. Release Management Hide Answer Answer : Release Management 130 Which
of the following is a value that is a result of implementing best practices for Service Operation? a. Meet
the goals of the organization’s security policy b. Improved quality of Service c. Makes sure that IT
Services stay aligned to business requirements d. Improved control of Service Assets and Configurations
Hide Answer Answer : Meet the goals of the organization’s security policy 131 Which Service Design
aspect would benefit the MOST by using a RACI model? a. Design of Service Transitions b. Design of
measurement methods and metrics c. Design of Technology and Management Architectures d. Design of
process required Hide Answer Answer : Design of process required 132 Which statement about Business
Relationship Management (BRM) is NOT correct? a. The purpose of BRM is to identify the customer’s
needs including Warranty and Utility b. One of the purposes of BRM is to negotiate warranty terms with
the customer c. BRM focuses on the Services provided to the customer d. BRM uses Customer
Satisfaction as the primary measure of Successfully delivering the Service or Services Hide Answer
Answer : One of the purposes of BRM is to negotiate warranty terms with the customer 133 Which ITIL
process aims to trace business-critical services for which supplementary emergency measures must be
taken? a. Problem Management b. Availability Management c. Capacity Management d. IT Service
Continuity Management Hide Answer Answer : IT Service Continuity Management 134 What is the
criterion used by Change Management in determining the category for a Request for Change? a. Impact
b. Urgency c. Priority d. Content Hide Answer Answer : Impact 135 Which of the following best describes
‘Reliability’? a. The ability of a CI to remain functional under given conditions b. The ability of a CI to be
retained in, or restored to, an operational state c. The combination of confidentiality, integrity and
maintainability d. The ability of a service to remain functional even though some components have
failed Hide Answer Answer : The ability of a CI to remain functional under given conditions 136 Which of
the following lists best describes the key attributes needed by Service Desk Staff? a. Logical; Methodical;
Tenacious; Forthright; Analytical b. Well Presented; Technical Specialist; Numerate; Good Interpersonal
Skills c. Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills d. Good
Interpersonal Skills; Tenacious; Technically Astute; Firm Hide Answer Answer : Business Aware;
Articulate; Methodical; Tolerant; Good Interpersonal Skills 137 What is the use of additional technical
expertise in the Incident Management process called? a. Incident Classification b. Problem Analysis c.
Functional Escalation d. Resolution and recovery of the incident Hide Answer Answer : Functional
Escalation 138 Consider the following statements: 1. A service level agreement is a written agreement
between the service provider and the customers. 2. Negotiation of service levels must involve the
customers of the services involved 3. Underpinning contracts must be capable of supporting targets
agreed in SLA’s. Which of the above are correct? a. 1 & 3 only b. None c. All d. 1 & 2 only Hide Answer
Answer : All 139 The name given to the document which outlines the responsibilities between internal
functional areas with respect to assisting in the provision of an IT Service to the Customer/s is? a.
Underpinning Contract b. Service Level Agreement c. Operational Level Agreement d. Service Level
Requirements Hide Answer Answer : Operational Level Agreement 140 Which ITIL process manager
requires a report specifying the duration of an interruption of a Configuration Item? a. Availability
Manager b. Incident Manager c. Problem Manager d. Service Level Manager Hide Answer Answer :
Availability Manager 141 The Ishikawa Diagram or Cause & Effect Analysis (Fishbone) is a technique
employed by which ITIL Discipline? a. Capacity Management b. Incident Management c. Availability
Management d. Problem Management Hide Answer Answer : Problem Management 142 Typically a
Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names
referring to the single point of contact a. True b. False Hide Answer Answer : True 143 Which of the
following is the BEST description of remediation? a. Defines repeatable way of dealing with a particular
category of change b. Supports the assessment, prioritization, authorization and scheduling of changes c.
Involves the actions taken to recover after a failed change or release d. Specifies a regular, agreed time
when changes or releases may be implemented with minimal impact on services Hide Answer Answer :
Involves the actions taken to recover after a failed change or release 144 Which of the following
influences the scope of the initial Service Design? a. Functional Requirements b. Overall Design
Constraints c. Business Benefits d. All of the above Hide Answer Answer : All of the above 145 Which of
the following BEST describes an outcome? a. A means of delivering value to customers by facilitating the
results customers want to achieve without the ownership of specific costs and risks b. Something that is
measured and reported to help manage a process, IT Service or activity c. A measure of what is achieved
or delivered by a system, person, team, process or IT Service d. The result of carrying out an activity,
following a process or delivering an IT Service Hide Answer Answer : The result of carrying out an activity,
following a process or delivering an IT Service 146 Which of the following is NOT an objective of Service
Portfolio Management (SPM)? a. Providing a clear service provision model that conveys how service
assets are used to supply services b. To record and trace each of the service’s investment throughout
the Service Lifecycle c. To study the viability of the current services and determine when they need to be
retired d. To control the services offered to its customers Hide Answer Answer : Providing a clear service
provision model that conveys how service assets are used to supply services 147 Which of the following
statements about Service Automation is CORRECT? a. It negatively affects the classification of elements
such as Configuration Items (CIs) and incidents b. It prevents IT service information from being updated
in the Service Catalogue. c. It is used to improve the RACI model d. It is known to improve the Utility and
Warranty of services Hide Answer Answer : It is known to improve the Utility and Warranty of services
148 Which type of metric is used by Continual Service Improvement (CSI) and tracks the performance of
end-to-end services? a. Improvement Metrics b. Service Metrics c. Process Metrics d. Technology
Metrics Hide Answer Answer : Service Metrics 149 Ensuring that policies and strategy are actually
implemented is an example of which of the following? a. Governance b. Business case c. Confidentiality
d. Control perspective Hide Answer Answer : Governance 150 Which of the following is NOT a value that
is a result of implementing best practices for Continual Service Improvement? a. Improved control of
Service Assets and Configurations b. Steady and ongoing improvements in service quality c. Recognized
opportunities to increase the value of organizational structures and capabilities d. Ensures that IT
services stay aligned to the requirements of the business Hide Answer Answer : Improved control of
Service Assets and Configurations 151 Which of the following terms means an unplanned interruption to
an IT Service reduction in the quality of an IT Service a. Change b. Incident c. Impact d. Problem Hide
Answer Answer : Incident 152 Which of the following is the BEST description of Service Management? a.
A set of specialized organizational capabilities for providing value to customers in the form of services b.
An approach that emphasizes the importance of coordination and control across the various functions,
processes and systems necessary to manage the full lifecycle of IT Services c. The functionality offered
by a product or service to meet a particular need d. An assurance that a product or service will meet the
agreed requirements Hide Answer Answer : A set of specialized organizational capabilities for providing
value to customers in the form of services 153 What is the responsibility of Application Management? a.
Manage information about IT infrastructure available on a network and corresponding user access rights
b. Provide IT Services using applications running at the service provider’s premises c. Administer
applications throughout their lifecycle d. Track and report the value and ownership of assets throughout
their lifecycle Hide Answer Answer : Administer applications throughout their lifecycle 154 Who usually
chairs the Change Advisory Board (CAB)? a. IT Service Continuity Management (ITSM) staff b. Business
Relationship Manager (BRM) c. Problem Manager d. Change Manager Hide Answer Answer : Change
Manager 155 Which of the following is used as a reference point for later comparison in the Continual
Service Improvement stage of the Service Lifecycle? a. Asset b. Baseline c. Build d. Configuration Item (CI)
Hide Answer Answer : Baseline 156 Which Service Design aspect considers Key Performance Indicators
(KPIs) to help ensure that the efficiency, effectiveness and cost effectiveness of IT Services are all
managed? a. Technology and Management Architectures. b. Processes required c. Measurement
methods and metrics d. Service Solutions Hide Answer Answer : Measurement methods and metrics 157
Which function is responsible for providing technical skills in support of IT Services and Management of
the IT infrastructure? a. Technical Management b. Service Management c. Business Service
Management d. Service Level Management Hide Answer Answer : Technical Management 158 Which of
the following is the single point of contact for IT users on a day-by-day basis? a. Service Desk b. IT
Operations c. Process Manager d. Incident Manager Hide Answer Answer : Service Desk 159 Which of
the following items need to be documented in a Pattern of Business Activity (PBA) profile? a. Marketing
plans, Attributes, Requirements and Sales Forecasts b. Business Plans Classification, Sales Forecasts and
Service Asset Requirements c. Classification, Attributes, Requirements and Service Asset Requirements d.
Marketing Forecasts, Business Plans, Production Plans and new Product Launch Plans Hide Answer
Answer : Classification, Attributes, Requirements and Service Asset Requirements 160 Which of the
following determines the effect that a loss of service would have on a business and when (during a given
time period) the loss of service is most harmful? a. Business Capacity Management b. Business Case c.
Business Perspective d. Business Impact Analysis Hide Answer Answer : Business Impact Analysis 161
Which of the following statements about the process owner is CORRECT? a. Is a part responsible for
supplying goods or service that are required to deliver IT Services b. Is responsible for ensuring that a
process is fit for purpose c. Is responsible for operational management of a process d. Is a process that is
responsible for managing the lifecycle of all Incidents Hide Answer Answer : Is responsible for ensuring
that a process is fit for purpose 162 Which of the following is a responsibility of the process practitioner?
a. Managing the lifecycle of all incidents b. Creating or updating records to prove that activities have
been carried out correctly c. Supplying goods or services that are required to deliver IT Services d.
Appointing people to the required roles Hide Answer Answer : Creating or updating records to prove
that activities have been carried out correctly 163 Which of the following is responsible for keeping
accurate information for the organization’s services in transition to a live environment? a. Availability
Management b. Asset Management c. Service Level Management (SLM) d. Service Catalogue
Management Hide Answer Answer : Service Catalogue Management 164 To what does the term
Standard Change refer? a. A pre-authorized change that is low risk, relatively common and follows a
procedure or work instruction b. A change that has to be applied as soon as possible c. A change that
follows the defined steps of the Change Management process d. The addition, modification or removal
of anything that could have an effect on IT Services Hide Answer Answer : A pre-authorized change that
is low risk, relatively common and follows a procedure or work instruction 165 In the context of service
operations managing day to day activities, which of the following statement is true – 1. Functions are
logical concept covering people and technology to perform tasks from a defined process on an ongoing
basis, 2. Departments are the formal organization formed to perform task from predefined process on
an ongoing basis a. Statement 1 is correct b. Statement 2 is correct c. Statements 1 and 2 are correct d.
Statements 1 and 2 are incorrect Hide Answer Answer : Statements 1 and 2 are correct 166 Building
stable service operations with good balance between internal and external focus required a long term
planning. The balance referred in statement refers to a. Stability Vs Responsiveness b. Internal Vs
External c. Demand Vs Supply d. Top down Vs bottoms up Hide Answer Answer : Stability Vs
Responsiveness 167 Service Operation tries to create balance between a. Cost Vs Quality b. Reactive Vs
Proactive c. Internal Vs External Focus d. All of the above Hide Answer Answer : All of the above 168 In
an organization, the purchasing department has relocated internally – not just the people, but also their
IT resources. A Service Desk employee has been commissioned to relocate this department’s
workstations. In which ITIL process is this employee now playing a role? a. Configuration Management b.
Problem Management c. Change Management d. Incident Management Hide Answer Answer : Change
Management 169 Which ITIL process or which ITIL department has responsibilities that include
distributing information to users? a. Change Management b. Customer Relationship Management c.
Incident Management d. Service Desk Hide Answer Answer : Service Desk 170 Which statement best
describes the role of the Service Desk? a. The primary task of the Service Desk is to investigate problems
b. The Service Desk functions as the first contact for the customer c. The Service Desk ensures that the
telephone is always manned d. The Service Desk ensures that the agreed IT service is available Hide
Answer Answer : The Service Desk functions as the first contact for the customer 171 Which activity in
the Problem Management process is responsible for generating Requests for Change (RFCs)? a. Problem
Analysis b. Error Control c. Proactive Problem Management d. Monitoring Hide Answer Answer : Error
Control 172 What does Mean Time To Repair (MTTR) mean? a. Average downtime of a service b.
Average uptime of a service c. Average time of the breakdown-free period within a measured period d.
Average time between two consecutive incidents Hide Answer Answer : Average downtime of a service
173 Where are the statuses of changes recorded? a. in the Known Error database b. in the Definitive
Software Library (DSL) c. in the Change database d. in the Configuration Management Database (CMDB)
Hide Answer Answer : in the Configuration Management Database (CMDB) 174 What is a request to
replace something within the IT infrastructure called? a. Replacement Request b. Request for Change c.
Service Request d. Request for Release Hide Answer Answer : Request for Change 175 Which subject
should be one of the standard items on the agenda of a meeting of the Change Advisory Board (CAB)? a.
Reports from Service Level Management b. Ongoing or concluded Changes c. The registration of
Changes d. The wishes of customers to implement Changes Hide Answer Answer : Ongoing or concluded
Changes 176 Which ITIL process is responsible for creating the cost agreements for extra support of the
Service Desk? a. Service Level Management b. Incident Management c. Availability Management d.
Financial Management for IT Services Hide Answer Answer : Service Level Management 177 For which of
the following activities of Configuration Management are audits regularly implemented? a. Status
monitoring b. Planning c. Identification d. Verification Hide Answer Answer : Verification 178 Release
Management has distributed a defective Release. As a result, monthly invoicing has come to a standstill.
This has very radical consequences for the business and has been reported as an incident. According to
ITIL best practices, what should happen next? a. Change Management will start a Post Implementation
Review (PIR) b. Service Level Management will start a Service Improvement Program (SIP) c. Problem
Management will submit a Request for Change (RFC) d. Release Management will implement the back-
out plan Hide Answer Answer : Release Management will implement the back-out plan 179 According to
the Deming quality circle a number of steps must be performed repeatedly in order to ensure good
performance. Which of the following answers specifies the correct sequence for these steps? a. Check –
Plan – Act – Do b. Act – Check – Do – Plan c. Do – Plan – Check – Act d. Plan – Do – Check – Act Hide
Answer Answer : Plan – Do – Check – Act 180 The Deming quality circle is a model for control based on
quality. Which step in this model must be taken first? a. Adjustment b. Implementation c. Planning d.
Measurement Hide Answer Answer : Planning 181 Information is regularly exchanged between Problem
Management and Change Management. What information is this? a. RFCs from the users that Problem
Management passes on to Change Management b. RFCs from the Service Desk that Problem
Management passes on to Change Management c. Known Errors from Problem Management, on the
basis of which Change Management can generate Requests for Change (RFCs) d. RFCs resulting from
Known Errors Hide Answer Answer : RFCs resulting from Known Errors 182 Which status is a problem
assigned once its cause has been identified? a. Incident b. Known Error c. Request for Change (RFC) d.
Work-around Hide Answer Answer : Known Error 183 What is the term used for a situation derived from
a series of incidents with the same characteristics? a. Service Call b. Problem c. Change Request d.
Known Error Hide Answer Answer : Problem 184 What is the first step when registering an incident? a.
Perform matching b. Assign an incident number c. Determine the priority d. Record the incident data
Hide Answer Answer : Assign an incident number 185 Changes are divided into categories. What
criterion defines a category for a change? a. The consequences of the change such as limited, substantial,
significant, etc b. The sequence in which the change is made c. The speed with which the change is made
d. The Request for Change number that the change is assigned Hide Answer Answer : The consequences
of the change such as limited, substantial, significant, etc 186 Which data, for a new Configuration item
(CI), is recorded in the Configuration Management Database (CMDB)? a. The Request for Change
number for the Configuration Item b. Repairs to the Configuration Item c. The impact of the
Configuration Item d. The relationship to other Configuration Items Hide Answer Answer : The
relationship to other Configuration Items 187 When is a Known Error identified? a. When the incident
has been sent to Problem Management b. When the problem is known c. When the problem has been
resolved d. When the cause of the problem is known Hide Answer Answer : When the cause of the
problem is known 188 User reports a PC problem to the Service Desk. A Service Desk representative
determines that the PC is defective and indicates that according to the services catalogue, the PC will be
replaced within three hours. Which ITIL process is responsible for having this user’s PC replaced within
three hours? a. Availability Management b. Change Management c. Service Level Management d.
Configuration Management Hide Answer Answer : Change Management 189 Which ITIL process is
responsible for analyzing risks and counter measures? a. Capacity Management b. Service Desk c.
Problem Management d. IT Service Continuity Management Hide Answer Answer : IT Service Continuity
Management 190 Which aspects are described in a Service Level Agreement (SLA)? a. The costs and
expected revenue of the services offered b. The technological developments that can affect the services
offered c. The quality, expressed in quantity and costs, of the services offered d. The company strategy
Hide Answer Answer : The quality, expressed in quantity and costs, of the services offered 191 In the
Service Level Management Process, what happens during the activity called “monitoring”? a. Guarding
agreements with the customer b. Acquiring customers c. Identifying the needs of customers d. Guarding
negotiations with the customer Hide Answer Answer : Guarding agreements with the customer 192
Consider the following statements- 1: An SLA is a contract drawn up by the IT department which states
what the customer may and may not do with his computer, 2: A Service Catalogue describes concisely
and specifically the IT services that the IT department can offer a customer. Which of these statements
is correct? a. Both b. Neither c. Only the first d. Only the second Hide Answer Answer : Only the second
193 Consider the following statements- 1: A change in the IT infrastructure is always the result of a
change of a Service Level, 2: A Service Level Agreement (SLA) exhibits many similarities to a procedure
for drawing up a Request for Change (RFC). Are these statements correct? a. Both b. Neither c. Only the
first d. Only the second Hide Answer Answer : Neither 194 The performance of the network in a large
computer centre is monitored 24 hours a day. This produces data for which processes? a. Change
Management, Financial Management and Service Level Management b. Financial Management, Service
Desk and Problem Management c. Availability Management, Capacity Management and Change
Management d. Availability Management, Capacity Management and Problem Management Hide
Answer Answer : Availability Management, Capacity Management and Problem Management 195 When
can the building, testing and implementation of a change begin? a. If it is urgent, as soon as the Request
for Change has been classified b. As soon as there is a back-out plan for the change c. As soon as the
impact analysis has been discussed by the members of the Change Advisory Board d. As soon as the
Request for Change has been formally authorized Hide Answer Answer : As soon as the Request for
Change has been formally authorized 196 Which of the concepts below belongs to IT Service Continuity
Management? a. Maintainability b. Resilience c. Vulnerability d. Serviceability Hide Answer Answer :
Vulnerability 197 A major change to an existing service is to be designed and built and the issue of what
Configuration Management is responsible for has been raised. For which of the following activities does
Configuration Management NOT have a responsibility? a. Controlling the completeness and correctness
of all data about the software modules b. Naming and recording data about software modules c. Quality
assurance of the software modules d. Registering and monitoring the status of the software modules
Hide Answer Answer : Quality assurance of the software modules 198 When must a Post
Implementation Review take place? a. In case of emergency changes b. If another incident of the same
type occurs again after a Change has been made c. After every Change d. At the request of the person
who submitted the Change request Hide Answer Answer : After every Change 199 Which activity is not
the responsibility of IT Service Continuity Management? a. Executing impact analyses of incidents
related to the back-out facilities b. Testing back-out arrangements c. Drawing up back-out scenarios d.
Analyzing risks Hide Answer Answer : Executing impact analyses of incidents related to the back-out
facilities 200 When is a back-out plan invoked? a. When it is found that something went wrong when
implementing a Change b. When it is found that something went wrong when testing a Change c. When
it is found that something went wrong when building a Change d. When it is found that something went
wrong when scheduling resources Hide Answer Answer : When it is found that something went wrong
when implementing a Change 201 The management of ABC Inc. has insisted that each request for a new
workstation installation be handled with optimum efficiency and effectiveness. Which ITIL process is
designed to achieve this desired outcome? a. Change Management b. Customer Liaison c. Problem
Management d. Service Level Management Hide Answer Answer : Change Management 202 Which of
the examples below is NOT an example of a configuration item? a. A user manual b. A company’s
organization chart c. A systems update procedure d. A unique identification code Hide Answer Answer :
A unique identification code 203 Which ITIL process provides change proposals in order to eliminate
structural errors? a. Availability Management b. Problem Management c. Security Management d. IT
Service Continuity Management Hide Answer Answer : Problem Management 204 Nitin calls the Service
Desk and reports that the system is slow. He asks whether he can be given another PC like his
colleague’s, which is much faster. Which term is applicable to this situation? a. Problem b. Incident c.
Request for Change d. Classification Hide Answer Answer : Request for Change 205 The cash registers in
a supermarket experience network disruptions daily between 4 p.m. and 6 p.m. Which ITIL process is
responsible for solving these difficulties on a structural basis? a. Availability Management b. Capacity
Management c. Incident Management d. Problem Management Hide Answer Answer : Problem
Management 206 Which of the following describes the basic concept of Integrity in the Security
Management process? a. The capacity to verify the correctness of the data b. The correctness of the
data c. Protection of the data against unauthorized access and use d. Access to the data at any moment
Hide Answer Answer : Protection of the data against unauthorized access and use 207 What is meant by
the ‘Urgency’ of an incident? a. The degree to which the incident gives rise to a deviation from the
normal service level b. The time needed by IT Services to resolve the incident c. The relative importance
of the incidents when handling them d. The degree to which the solution of an incident tolerates delay
Hide Answer Answer : The degree to which the solution of an incident tolerates delay 208 What is the
key activity of processes defined in Service Strategy a. How robust business cases will be created to
secure strategic investment in service assets and service management capabilities b. What services are
running c. How to measure and develop SLA’s d. None of the above Hide Answer Answer : How robust
business cases will be created to secure strategic investment in service assets and service management
capabilities 209 Which of the following is a benefit of using ITIL? a. That the users can influence the IT
organization providing the IT services b. That the quality and the costs of the IT services can be
controlled more efficiently c. That the organization around the IT services can be set up faster d. That it
is finally possible to charge for IT services Hide Answer Answer : That the quality and the costs of the IT
services can be controlled more efficiently 210 An organization plans on implementing a new network
operating system. Before the actual implementation takes place, the plan of approach for achieving the
implementation is discussed. Under whose leadership is this discussion held? a. The Service Level
Manager b. The Network Manager c. The Change Manager d. The Service Manager Hide Answer Answer :
The Change Manager 211 The activity that aims to identify the potential damage or loss to an
organization resulting from disruption to critical business processes is: a. Business Impact Analysis b.
Component Failure Impact Analysis c. Root Cause Analysis d. Service Outage Analysis Hide Answer
Answer : Business Impact Analysis 212 The data in the Configuration Management Database (CMDB) can
only be modified after permission is granted to modify the infrastructure. Which process grants such
permission? a. Incident Management b. Service Level Management c. Change Management d.
Configuration Management Hide Answer Answer : Change Management 213 Your Network Department
has made an agreement with an external organization in order to fulfill an agreement with its internal
customer. Where would the agreement with the external organization be specified? a. Service Level
Requirement (SLR) b. Underpinning Contract (UC) c. Operational Level Agreement (OLA) d. Service Level
Agreement (SLA) Hide Answer Answer : Underpinning Contract (UC) 214 What is the difference between
Asset Management and Configuration Management? a. Asset Management deals with the financial
aspects of Configuration Items b. Configuration Management goes much further than Asset
Management, because it also specifies the relations between the assets c. Asset Management only deals
with what you own; Configuration Management deals with everything in your infrastructure d. Asset
Management is a superset of Configuration Management, as it includes non-it assets such as chairs and
tables Hide Answer Answer : Configuration Management goes much further than Asset Management,
because it also specifies the relations between the assets 215 The Service Level Manager requires
confirmation that the internal Service Desk can answer Customer calls within 10 seconds. In which
document might the Service Desk’s agreement to this requirement be recorded? a. Internal Specification
Sheet b. Operational Level Agreement c. Service Level Agreement d. An underpinning third party
contract Hide Answer Answer : Operational Level Agreement 216 The sequence of dealing with
problems must be based on… a. The category to which the problem belongs b. The impact of the
problem c. The priority of the problem d. The urgency of the problem Hide Answer Answer : The priority
of the problem 217 Release management staff do not carry out ; a. The planning of rollouts of hardware
and software b. The distribution of software applications to remote locations c. The testing of software
to eradicate errors d. The release and implementation of software into the live environment Hide
Answer Answer : The testing of software to eradicate errors 218 Which of the following statements
about the Service Catalogue is correct? a. It is necessary in order to draw up an SLA b. It describes only
those services that are also included in the Service Level Agreement (SLA) c. It can be used instead of an
SLA d. It describes all services that can be supplied by the IT management organization Hide Answer
Answer : It describes all services that can be supplied by the IT management organization Share this:
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Awareness Quiz ITIL® Awareness QuizMarch 29, 2019 ITIL® Awareness Quiz ITIL® Awareness Quiz
contain set of 10 MCQ questions for ITIL® Awareness MCQ which will help you to clear beginner level
quiz. 1) Which of the following is the BEST description of a service-based service level agreement (SLA)?
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 Ans – A 2) Which of the following is NOT a source of best practice? A.
Standards B. Technology C. Academic research D. Internal experience Ans-B 3) What is a service
delivered between two business units in the same organization known as? A. Strategic service B.
Delivered service C. Internal service D. External service Ans- C 4) What is the act of transforming
resources and capabilities into valuable service better known as? A. Service management B. Incident
management C. Resource management D. Service support Ans-A 5) What should a service always
deliver to customers? A. Applications B. Infrastructure C. Value D. Resources Ans-C 6) Which of the
following are objectives of service level management? – 1: Defining, documenting and agreeing the level
of FT services to be provided – 2: Monitoring, measuring and reporting the actual level of services
provided – 3: Monitoring and improving customer satisfaction – 4: Identifying possible future markets
that the service provider could operate in A. 1, 2 and 3 only B. 1 and 2 only C. 1, 2 and 4 only D. All of the
above Ans-A 7) Which of the following are basic concepts used in access management? A. Personnel,
electronic, network, emergency, identity B. Rights, access, identity, directory services, service/service
components C. Physical, personnel, network, emergency, service D. Normal, temporary, emergency,
personal, group Ans-B 8) 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 A. Both of the above B. 1 only C. Neither of the above D. 2 only Ans-B 9) What is the
result of carrying out an activity, following a process or delivering an IT service known as? A. Outcome B.
Incident C. Change D. Problem Ans – A 10) What is a RACI model used for? A. Defining roles and
responsibilities B. Monitoring services C. Performance analysis D. Recording Configuration Items Ans – A
11) Which role would you MOST expect to be involved in the management of Underpinning Contracts? A.
Service Catalogue Manager B. IT Designer/Architect C. Process Manager D. Supplier Manager Ans – D
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Strategy Quiz ITIL Service Strategy QuizMarch 29, 2019 ITIL Service Strategy Quiz ITIL Service Strategy
Quiz contain set of 10 MCQ questions for Linux MCQ which will help you to clear beginner level quiz. 1.
Which ITIL process is responsible for drawing up a charging system? a) Availability Management b)
Capacity Management c) Financial Management for IT Services d) Service Level Management 2. What is
the RACI model used for? a) Documenting the roles and relationships of stakeholders in a process or
activity b) Defining requirements for a new service or process c) Analyzing the business impact of an
incident d) Creating a balanced scorecard showing the overall status of Service Management 3. Which
of the following identifies two Service Portfolio components within the Service Lifecycle? a)
Requirements Portfolio and Service Catalogue b) Service Knowledge Management System and Service
Catalogue c) Service Knowledge Management System and Requirements Portfolio d) Requirements
Portfolio and Configuration Management System 4. Which of the following is NOT one of the ITIL® core
publications? a) Service Operation b) Service Transition c) Service Derivation d) Service Strategy 5. A
Service Level Package is best described as? a) A description of customer requirements used to negotiate
a Service Level Agreement b) A defined level of utility and warranty associated with a core service
package c) A description of the value that the customer wants and for which they are willing to pay d) A
document showing the Service Levels achieved during an agreed reporting period 6. Setting policies
and objectives is the primary concern of which of the following elements of the Service Lifecycle? a)
Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy, Service
Transition and Service Operation d) Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvement 7. A service owner is responsible for which of the
following? a) Designing and documenting a Service b) Carrying out the Service Operations activities
needed to support a Service c) Producing a balanced scorecard showing the overall status of all Services
d) Recommending improvements 8. The utility of a service is best described as: a) Fit for design b) Fit
for purpose c) Fit for function d) Fit for use 9. The 4 P’s of ITSM are people, partners, processes and: a)
Purpose b) Products c) Perspectives d) Practice 10. The contents of a service package include: a) Base
Service Package, Supporting Service Package, Service Level Package b) Core Service Package, Supporting
Process Package, Service Level Package c) Core Service Package, Base Service Package, Service Support
Package d) Core Service Package, Supporting Services Package, Service Level Packages Share this:
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