Chuck Willis
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ITIL Study quiz

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Chuck Willis
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ITIL Quiz 51-100

ITIL Quiz 51-100

Question 1 of 49

1

What is the Service Pipeline?

Select one of the following:

  • All services that are at a conceptual or development stage

  • All services except those that have been retired

  • All services that are contained within the Service Level Agreement (SLA)

  • All complex multi-user services

Explanation

Question 2 of 49

1

Which of the following statements BEST describes a Definitive Media Library (DML)?

Select one of the following:

  • A secure location where definitive hardware spares are held

  • A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

  • A database that contains definitions of all media CIs

  • A secure library where definitive authorised versions of all software and back-ups are stored and protected

Explanation

Question 3 of 49

1

In the phrase "People, Processes, Products and Partners". Products refers to:

Select one of the following:

  • Service Design: Design the processes

  • Service Strategy: Develop the offerings

  • Service Transition: Plan and prepare for deployment

  • Service Operation: IT Operations Management

Explanation

Question 4 of 49

1

Which Service Design process makes the most use of data supplied by Demand Management?

Select one of the following:

  • Service Catalogue Management

  • Service Level Management

  • IT Service Continuity Management

  • Capacity Management

Explanation

Question 5 of 49

1

Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT 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

Select one of the following:

  • 1, 2 and 3 only

  • 1 and 2 only

  • 1, 2 and 4 only

  • All of the above

Explanation

Question 6 of 49

1

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Select one of the following:

  • Continual Service Improvement

  • Business Relationship Management

  • Service Level Management

  • Availability Management

Explanation

Question 7 of 49

1

Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

Select one of the following:

  • 1 only

  • All of the above

  • 1 and 2 only

  • 1 and 3 only

Explanation

Question 8 of 49

1

Reliability is a measure of:

Select one of the following:

  • The availability of a service or component

  • The level of risk that could impact a service or process

  • How long a service or component can perform its function without failing

  • A measure of how quickly a service or component can be restored to normal working

Explanation

Question 9 of 49

1

Which process is responsible for managing relationships with vendors?

Select one of the following:

  • Change Management

  • Service Portfolio Management

  • Supplier Management

  • Continual Service Improvement

Explanation

Question 10 of 49

1

The Supplier Management process includes:

1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

Select one of the following:

  • 1 and 2 only

  • 1 only

  • All of the above

  • 1 and 3 only

Explanation

Question 11 of 49

1

Data used to support the capacity management process should be stored in:

Select one of the following:

  • A configuration management database (CMDB)

  • A capacity database (CDB)

  • A configuration management system (CMS)

  • A capacity management information system (CMIS)

Explanation

Question 12 of 49

1

Which process contains the Business, Service and Component sub-processes?

Select one of the following:

  • Capacity Management

  • Incident Management

  • Service Level Management

  • Financial Management

Explanation

Question 13 of 49

1

IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

Select one of the following:

  • 1, 2 and 4 only

  • 1, 2 and 3 only

  • 2, 3 and 4 only

  • 1, 3 and 4 only

Explanation

Question 14 of 49

1

A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures

Select one of the following:

  • 1,2 and 3 only

  • All of the above

  • 1 and 2 only

  • 1,2 and 4 only

Explanation

Question 15 of 49

1

Which of the following BEST describes a Change Authority?

Select one of the following:

  • A. The Change Advisory Board

  • B. A person that provides formal authorisation for a particular type of change.

  • C. A role, person or a group of people that provides formal authorisation for a particular type of change.

  • D. The Change Manager who provides formal authorisation for each change

Explanation

Question 16 of 49

1

Which of these would fall outside the scope of a typical service change management process

Select one of the following:

  • A. A change to a contract with a supplier

  • B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

  • C. An urgent need to replace a CPU to restore a service during an incident

  • D. A change to a business process that depends on IT Services

Explanation

Question 17 of 49

1

Which of the following statements BEST describes the aims of Release and Deployment Management?

Select one of the following:

  • A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

  • B. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

  • C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

  • D. To record and manage deviations, risks and issues related to the new or changed service

Explanation

Question 18 of 49

1

Which of the following BEST describes Technical Management?

Select one of the following:

  • A. A Function responsible for Facilities Management and building control systems

  • B. A Function that provides hardware repair services for technology involved in the delivery of service to customers

  • C. Senior managers responsible for all staff within the technical support Function

  • D. A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure

Explanation

Question 19 of 49

1

Which of the following functions would be responsible for management of a data centre?

Select one of the following:

  • A. Technical Management

  • B. Service Desk

  • C. IT Operations Control

  • D. Facilities Management

Explanation

Question 20 of 49

1

Which of these statements about Resources and Capabilities is CORRECT?

Select one of the following:

  • A. Resources are types of Service Asset and Capabilities are not

  • B. Resources and Capabilities are both types of Service Asset

  • C. Capabilities are types of Service Asset and Resources are not

  • D. Neither Capabilities nor Resources are types of Service Asset

Explanation

Question 21 of 49

1

A risk is:

Select one of the following:

  • A. Something that won't happen

  • B. Something that will happen

  • C. Something that has happened

  • D. Something that might happen

Explanation

Question 22 of 49

1

A Service Level Agreement (SLA) is:

Select one of the following:

  • A. The part of a contract that specifies responsibilities of each party

  • B. An agreement between the Service Provider and an internal organization

  • C. An agreement between a Service Provider and an external supplier

  • D. An agreement between the Service Provider and their customer

Explanation

Question 23 of 49

1

The information that is passed to Service Transition to enable them to implement a new service is called:

Select one of the following:

  • A. A Service Level Package

  • B. A Service Transition Package

  • C. A Service Design Package

  • D. A New Service Package

Explanation

Question 24 of 49

1

When should tests for a new service be designed?

Select one of the following:

  • A. At the same time as the service is designed

  • B. After the service has been designed, before the service is handed over to Service Transition

  • C. As part of Service Transition

  • D. Before the service is designed

Explanation

Question 25 of 49

1

Which of these is the correct set of steps for the Continual Service Improvement Model?

Select one of the following:

  • 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?

Explanation

Question 26 of 49

1

Which of the following activities are helped by recording relationships between Configuration Items
(CIs)?

1. Assessing the impact and cause of Incidents and Problems
2. Assessing the impact of proposed Changes
3. Planning and designing a Change to an existing service
4. Planning a technology refresh or software upgrade

Select one of the following:

  • A. 1 and 2 only

  • B. All of the above

  • C. 1, 2 and 4 only

  • D. 1, 3 and 4 only

Explanation

Question 27 of 49

1

A single Release unit, or a structured set of Release units can be defined within:

Select one of the following:

  • A. The RACI Model

  • B. A Release Package

  • C. A Request Model

  • D. The Plan, Do, Check, Act (PDCA) cycle

Explanation

Question 28 of 49

1

What are Request Models used for?

Select one of the following:

  • A. Capacity Management

  • B. Modelling arrival rates and performance characteristics of service requests

  • C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

  • D. Identifying frequently received user requests and defining how they should be handled

Explanation

Question 29 of 49

1

What is the objective of Access Management?

Select one of the following:

  • A. To provide security staff for Data Centers and other buildings

  • B. To manage access to computer rooms and other secure locations

  • C. To manage access to the Service Desk

  • D. To manage the right to use a service or group of services

Explanation

Question 30 of 49

1

Identity and Rights are two major concepts involved in which one of the following processes?

Select one of the following:

  • A. Access Management

  • B. Facilities Management

  • C. Event Management

  • D. Demand Management

Explanation

Question 31 of 49

1

Which of these is the BEST description of a release unit?

Select one of the following:

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

  • B. The smallest part of a service or IT infrastructure that can be independently changed

  • C. The portion of a service or IT infrastructure that is changed by a particular release

  • D. A metric for measuring the effectiveness of the Release and Deployment Management process

Explanation

Question 32 of 49

1

Which of these is a reason for categorizing incidents?

Select one of the following:

  • A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

  • B. To ensure that the correct priority is assigned to the incident

  • C. To enable the incident management database to be partitioned for greater efficiency

  • D. To identify whether the user is entitled to log an incident for this particular service

Explanation

Question 33 of 49

1

Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

Select one of the following:

  • A. Service Asset and Configuration Management

  • B. Event Management

  • C. Service Level Management

  • D. Performance Management

Explanation

Question 34 of 49

1

Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record

Select one of the following:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Explanation

Question 35 of 49

1

Which process is responsible for low risk, frequently occurring, low cost changes?

Select one of the following:

  • A. Demand Management

  • B. Incident Management

  • C. Release and Deployment Management

  • D. Request Fulfilment

Explanation

Question 36 of 49

1

Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?

Select one of the following:

  • A. The Change Management Process Owner

  • B. The Change Advisory Board (CAB)

  • C. The Service Owner

  • D. The Continual Service Improvement Manager

Explanation

Question 37 of 49

1

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

Select one of the following:

  • A. The IT Director

  • B. The Process Owner

  • C. The Service Owner

  • D. The Customer

Explanation

Question 38 of 49

1

Which role is accountable for a specific service within an organization?

Select one of the following:

  • A. The Service Level Manager

  • B. The Business Relationship Manager

  • C. The Service Owner

  • D. The Service Continuity Manager

Explanation

Question 39 of 49

1

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be ?

Select one of the following:

  • A. Negotiating and agreeing Service Level Agreement

  • B. Negotiating and agreeing Operational Level Agreements

  • C. Ensuring that the information within the Service Catalogue is adequately protected and backed-up.

  • D. Only ensure that adequate technical resources are available.

Explanation

Question 40 of 49

1

Access Management is closely related to which other processes?

Select one of the following:

  • A. Availability Management only

  • B. Information Security Management and 3rd line support

  • C. Information Security Management and Availability Management

  • D. Information Security Management only

Explanation

Question 41 of 49

1

Which of the following is NOT one of the five individual aspects of Service Design?

Select one of the following:

  • A. The design of the Service Portfolio, including the Service Catalogue

  • B. The design of new or changed services

  • C. The design of Market Spaces

  • D. The design of the technology architecture and management systems

Explanation

Question 42 of 49

1

One of the five major aspects of Service Design is the design of service solutions.
Which of the following does this include?

Select one of the following:

  • A. Only capabilities needed and agreed

  • B. Only resources and capabilities needed

  • C. Only requirements needed and agreed

  • D. Requirements, resources and capabilities needed and agreed

Explanation

Question 43 of 49

1

A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training

Select one of the following:

  • A. 1, 3 and 4 only

  • B. All of the above

  • C. 1, 2 and 3 only

  • D. 1, 2 and 4 only

Explanation

Question 44 of 49

1

Which of the following statements is CORRECT?

Select one of the following:

  • A. Process owners are more important to service management than service owners

  • B. Service owners are more important to service management than process owners

  • C. Service owners are as important to service management as process owners

  • D. Process owners and service owners are not required within the same organization

Explanation

Question 45 of 49

1

Which of the following statements is INCORRECT?
The Service Owner:

Select one of the following:

  • A. Is responsible for the day-to-day monitoring and operation of the service they own

  • B. Is responsible for continual improvement and the management of change affecting the service they own

  • C. Is a primary stakeholder in all of the underlying IT processes which support the service they own

  • D. Is accountable for a specific service within an organization

Explanation

Question 46 of 49

1

A Process Owner has been identified with an "I" in a RACI matrix.
Which of the following would be expected of them?

Select one of the following:

  • A. Tell others about the progress of an activity

  • B. Perform an activity

  • C. Be kept up to date on the progress of an activity

  • D. Manage an activity

Explanation

Question 47 of 49

1

Which of the following is NOT the responsibility of the Service Catalogue Manager?

Select one of the following:

  • A. Ensuring that information in the Service Catalogue is accurate

  • B. Ensuring that information within the Service Pipeline is accurate

  • C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

  • D. Ensuring that all operational services are recorded in the Service Catalogue

Explanation

Question 48 of 49

1

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

Select one of the following:

  • A. Process Manager

  • B. Service Catalogue Manager

  • C. Supplier Manager

  • D. IT Designer/Architect

Explanation

Question 49 of 49

1

A Service Design Package should be produced for which of the following?

1. A new IT service
2. A major change to an IT service
3. An Emergency Change to an IT service
4. An IT service retirement

Select one of the following:

  • A. 1, 2 and 3 only

  • B. 1, 2 and 4 only

  • C. 1, 3 and 4 only

  • D. All of the above

Explanation

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