ITIL QuestionBank1

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Questions

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Question 1

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

A. Utility and Warranty

B. Understanding Service Requirements and Warranty C. ROI and VOI

D. Customer and Customer Satisfaction

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Question 2

Which of the following is NOT a characteristic of a process A. It is measurable

B. A method of structuring an organization C. Responds to Specific Events

D. Delivers specific Results

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Question 3

A Process Owner is responsible for which of the following ? 1. Documenting the process

2. Defining process KPI 3. Improving the process

4. Ensuring process staff undertake the required training

A. 1, 3 and 4 only B. All of the Above C. 1, 2 and 3 only D. 1, 2 and 4 Only

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Question 4

What are the publications that provide guidance specific to industry sectors and organization types known as ? A. The Service Strategy Book

B. The Service Support and Service Delivery Books C. Raja Pocket Guides

D. The ITIL Complimentary Guidance

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Question 5

Which stage of service Lifecycle is MOST Concerned with defining Goals and Objectives ?

A. Service Design B. Service Transition C. Service Strategy D. Service Operations

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Question 6

Which stage of service Lifecycle is MOST Concerned with maintaining “Status Quo” in the system ?

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Question 7

Which stage of service Lifecycle is MOST Concerned with Testing A. Service Design B. Service Transition C. Service Strategy D. Service Operations

Correct Answer: B

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Question 8

Which stage of service Lifecycle is MOST Concerned with Learning and Improvement as its Objectives ?

A. Service Design B. Service Transition

C. Continual Service Improvement D. Service Operations

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Question 9

Which stage of service Lifecycle is MOST Concerned with defining How of the Service ?

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Question 10

Looking ways to improve process efficiency and cost effectiveness is purpose of which stage of Service Lifecycle ?

A. Service Design B. Service Transition

C. Continual Service Improvement D. Service Operations

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Question 11

Why are public frameworks and standards ( As ITIL ) better as compared to propriety knowledge ?

A. Propriety Knowledge is deeply embedded in organization therefore difficult to adopt and replicate

B. Public standards are cheap and cost effective

C. Propriety Knowledge is tested in wide range of environments D. Public Frameworks are prescriptive and tell you what to do.

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Question 12

Which part of Service Lifecycle is concerned with ensuring Total Cost of Ownership ( TCO ) is minimized in aspects of service, tools, architecture, measurement and process which are considered during development ?

A. Service Operations B. Service Design

C. Continual Service Improvement D. Service Strategy.

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Question 13

Which of the following is NOT a benefit of using PUBLIC Framework and standards ?

A. They make collaboration between organizations better by giving a common language

B. They are validated across organizations and in different environments

C. They are always free and ensure they can be implemented quickly

D. Knowledge of public frameworks is more likely to be widely distributed.

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Question 14

Which part of Service Lifecycle is concerned with looking into the service with respect to Architectures,

Technology, Service Management Process and Metrics ? A. Service Operations

B. Service Design

C. Continual Service Improvement D. Service Strategy.

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Question 15

Service Assets in an organization refers to the following ? A. Utility and Warranty

B. Strategy and Design of Service C. Resources and Capabilities

D. Only Resources

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Question 16

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

A. The Design of Service Catalog

B. The Design of New and Changed Services

C. The Design of Technology and Management Systems D. The Design of Market Spaces

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Question 17

What does a customer looking for in a Service that gives him value ?

A. Utility and Warranty B. Customer Satisfaction C. Utility of Service

D. Warranty of Service

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Question 18

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

1. A New IT Service

2. A Change in IT Service

3. Emergency Change in IT Service 4. An IT Service Retirement

A. 1, 2 and 3 Only B. All of the above C. 2 and 3 Only D. 2, 3 and 4 Only

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Question 19

Which of the following are important for the success of the Service Management Process ?

1. Process Owner 2. Service Owner A. 1 only

B. 2 only

C. Non of the Above D. Both 1 and 2.

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Question 20

The Four P’s Considered during Service Design Phase of Service Lifecycle ?

A. Public, People, Process, Partners

B. People, Process, Partners, Purchases C. Public, Private, Partners, Processes D. People, Process, Products , Partners

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Question 21

What is correct for all processes ?

1. It delivers specific results to a customer or stakeholder 2. It defines activities that are executed by a single function A. 1 only

B. 2 only

C. Non of the above D. Both 1 and 2

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Question 22

Service Design includes which 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

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Question 23

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

B. All of the above C. 1, 2 and 4 only D. 2 and 4 only.

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Question 24

Customer Perception and Business Outcomes help define ? A. Value of Service

B. KPI

C. Total Cost of Ownership ( TCO ) D. Customer Satisfaction

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Question 25

The BEST Processes to automate are those that are ? A. Critical to Success of Business Operations

B. Carried out by lots of people C. Simple and Well Understood

D. Carried out by Service Operations

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Question 26

What does service always deliver to the customer ? A. Infrastructure

B. Resources C. Applications D. Value

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Question 27

Which part of ITIL Provides guidance in adapting good practice for a specific business environments ? A. The Service Strategy Book

B. The Service Support Book C. The Service Delivery Book

D. The ITIL Complementary Guidance Book

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Question 28

Service Design looks into 4 P’s – People, Processes, Partners and ? A. Public B. Private C. Publish D. Products

Correct Answer : D

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Question 29

Which of the following is CORRECT ? 1. A process should be documented

2. A process should always have objectives A. 1 only

B. 2 only

C. Neither 1 or 2 D. Both 1 and 2

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Question 30

What and Why to measure for improvement is part of which Service Lifecycle Stage ?

A. Service Design

B. Continual Service Improvement C. Service Operations

D. Service Strategy

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Question 31

The Most concerned with the design of new and changed services

A. Service Operations B. Service Strategy C. Service Design

D. Continual Service Improvement

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Question 32

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

A. People, Processes, Products and Technology B. People, Processes, Products and Suppliers C. People, Products, Partners and Processes D. People, Processes, Products and Vendors

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Question 33

The following Statement about service management “ A set of specialized organizational capabilities for providing value to customers in form of services “

A. Wrong Statement B. Never Heard of it

C. Partially Agree Partially Disagree D. Correct Statement

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Question 34

Defining the processes needed to operate a new service is a part of :

A. Service Strategy : Develop the offering B. Service Design : Design the process

C. Service Transition : Plan and Prepare for deployment D. Service Operations : IT Operations Management

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Question 35

What is the Key output handed over to the Service Transition from Service Design

A. Process Definition B. Service Catalog

C. Service Design Package D. Measurement Metrics

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Question 36

Processes can be defined as “Units of Organizations “ A. Wrong Statement

B. Depends on the organization C. Some what correct

D. Functions are known as “units of organizations”

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Question 37

Who ensures that Request Fulfillment Process is performed as documented ? A. Process Owner B. Service Owner C. Service Desk D. Incident Manager

Correct Answer : A

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Question 38

Event Management, Access Management , Incident Management , Problem Management and Request Fulfillment are part of which Service Lifecycle.

A. Service Design B. Service Operations

C. Continual Service Improvement D. Service Strategy

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Question 39

Who owns the specific cost and risks associated with providing a service

A. The Service Level Manager B. The Customer

C. The Finance Department D. The Service Provider

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Question 40

Which type of communication will you expect in Service Operations

1. Performance Reporting

2. Communication between Data Centre Shifts 3. Routine Operational Communication

4. Communication related to changes

A. 1 and 2 only B. 1, 2 and 3 only C. 1 and 4 only D. All of the above

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Question 41

Gathering Data, Monitoring Performance and Assessing metrics in order to facilitate service improvements are activities associated with which part of Service Lifecycle A. Service Design

B. Capacity Management C. Service Operations

D. Availability Management

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Question 42

What is the input Service Transition get from Service Design A. Service Portfolio

B. Process Definition

C. Service Design Package D. Service Level Agreement

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Question 43

Which of the following statements about communications with in Service Operations is CORRECT

1. All communications must have an intended purpose or resultant action

2. Communication should not take place without a clear audience

A. 1 only B. 2 only

C. Both 1 and 2

D. None of the above

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Question 44

Which of the following statements about communications with in Service Operations is CORRECT

1. All communications must have an intended purpose or resultant action

2. Communication should not take place without a clear audience

A. 1 only B. 2 only

C. Both 1 and 2

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Question 45

True or False

While designing measurement systems, Methods and Metric the following should be considered.

1. Services 2. Architecture 3. Processes

4. The Configuration Items

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Question 46

Which of the following will NOT trigger Service Level Management Activity ?

A. Changes in Strategy or policy B. Standard Changes

C. Service Review Meetings D. Service Breaches

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Question 47

True or False

Is the statement about Knowledge Management :

“ To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle”

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Question 48

True or False ?

Service Catalogue Management ensures that Information in Service Pipeline is accurate

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Question 49

In the phrase “People, Process, Products and Partners”. Products refers to :

A. Services, Technology and Tools B. IT Infrastructure and Applications

C. Goods provided by third parties to support the IT Services D. All Assets belonging to the Service Provider

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Question 50

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review

2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement

A. 1 – Plan, 2 – Do, 3 - Check , 4 - Act B. 3 – Plan, 2 – Do, 4 - Check , 1 - Act C. 4 – Plan, 3 – Do, 1 - Check , 2 - Act D. 2 – Plan, 3 – Do, 4 - Check, 1 - Act

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Question 51

Which process is responsible for managing relationship with vendors

A. Change Management B. Supplier Management

C. Continual Service Improvement D. Demand Management

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Question 52

True or False

SLA is an agreement signed between the Service Provider and their Customer

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Question 53

The Main objective of Service level Management is A. To carry out the Service Operation activities needed to

support current IT Services

B. To ensure Capacity Plans are in place

C. To Create and Populate a Service Catalogue

D. To ensure that an agreed level of IT Service is provided to all current IT Services.

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Question 54

Which of the following is CORRECT A. CMS is part of KEDB

B. SKMS is part of CMS C. CMS is a part of CMDB D. CMS is a part of SKMS

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Question 55

Which process is concerned with fairness and transparency A. Capacity Management

B. Governance

C. Service Level Management D. Service Strategy

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Question 56

True or False

Service Reporting intervals must be defined and agreed with the customers

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Question 57

CMDB and CMS are both elements of A. The Asset Register

B. SKMS C. KEDB

D. The Information Management System

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Question 58

Service Based - SLA is best described as :

A. An agreement with individual customer group covering all the services that they use

B. Agreement that covers one service for one customer

C. Agreement that covers service specify issues in a multi level SLA Structure

D. Agreement that covers one service for all users of that service

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Question 59

SLA can be of the following types 1. Service Based SLA

2. Customer Based SLA 3. Multi Level SLA

A. 1 only B. 2 only

C. 1, 2 and 3

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Question 60

What type of improvement should be achieved using the Deming Cycle

A. Rapid, One Time Improvement B. ROI with 12 months

C. Quick Wins

D. Steady ongoing improvement

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Question 61

Change Management, Release and Deployment Management and Service Asset and Configuration Management are part of which Service Lifecycle

A. Service Strategy B. Service Design

C. Continual Service Improvement D. Service Transition

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Question 62

Which of the following process is concerned with fairness and transparency

A. Governance

B. Demand Management

C. Service Level Management D. Service Strategy

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Question 63

Which of the following does the Availability Management Process Include

1. Ensure services are able to meet availability targets 2. Monitoring and reporting actual availability

3. Improvement activities, with respect to availability A. 1 Only

B. 2 Only

C. All of the above D. 1 and 3 only

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Question 64

Service Design looks in the following 1. Improved quality of Service

2. Reduced total cost of ownership

3. Better Balance of technical skills to support live services 4. Improved Service alignment with Business Goals

A. 1 and 2 only B. 1, 2 and 4 only C. All of the Above D. None of the Above

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Question 65

Supplier Management Process include :

1. Service Design : Ensure contracts will be able to meet service requirements

2. Service Operations : To monitor and report supplier achievements

3. Continual Service Improvement : Supplier continue to meet and exceed the needs of the business

A. 1 and 2 only B. 1 only

C. All of the above D. 3 only

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Question 66

Which of the following are CORRECT

1. Service Catalogue : Contains information about all live service and those prepared for deployment

2. Service Portfolio : Information only about products being prepared for future development

A. 1 only B. 2 only

C. Both 1 and 2

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Question 67

True or False

Underpinning contracts are reviewed on a regular bases by Supplier Management and Demand Management

Correct Answer: False ( Supplier Management

and Service Level Management )

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Question 68

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

A. CMDB ( Configuration Management Data Base ) B. DML ( Definitive Media Library )

C. CMS ( Configuration Management System )

D. CMIS ( Capacity Management Information System )

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Question 69

Which Process lists : “Understanding patterns of business activity” as a major role

A. Demand Management B. Capacity Management C. Availability Management D. Supplier Management

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Question 70

Multi Levels of SLA have the following three layers A. Corporate , Customer , User

B. Corporate, Customer , Service C. Corporate, Customer, Supplier D. Corporate, Customer, Finance

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Question 71

Business, Service and Component are 3 Sub processes of which process

A. Demand Management B. Capacity Management C. Availability Management

D. Information Security Management

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Question 72

Which of the following are main objectives of Service Level Management

1. Defining, documenting and agreeing the levels of IT Service to be provided.

2. Monitoring, measuring and reporting the actual level of service provided

3. Monitor and improve customer satisfaction

4. Identify possible future markets that the Service Provider could operate it

A. 1, 2 and 3 only B. All of the Above C. 1, 2 and 4 only D. 4 only

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Question 73

True or False

SLA’s wordings must be clear and concise to allow no room for ambiguity

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Question 74

True or False

Service Pipeline has all the services that are at a conceptual stage

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Question 75

Which of the following is CORRECT

1. ITSCM should be based on Business Continuity Plans 2. Business Continuity Plans depend on ITSCM

A. 1 only B. 2 only

C. Both 1 and 2

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Question 76

True or False

OLA ( Operational Level Agreement ) is an agreement between the service provider and other part of the same organization

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Question 77

Reliability Means ;

A. The availability of service or component

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

C. It is a measure of RISK D. Incident Management

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Question 78

True or False

SLA should contain only those service which can be

effectively measured, those items that cannot be measured should not be mentioned in it at all.

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Question 79

Which of the following Availability Management Activities are proactive in nature

1. Risk Assessment

2. Testing of Resilient Mechanism

3. Monitoring of component availability A. All of the above

B. 1 and 2 only C. 1 and 3 only D. 2 and 3 only

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Question 80

Which Statement is CORRECT about Service Catalogue Manager

1. Ensure information in Service Catalogue is accurate 2. Ensure information in Service Pipeline is accurate A. 1 only

B. 2 only

C. Both 1 and 2

D. None of that above

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Question 81

Which of the following defines the level of protection in Information Security Management

A. IT Executive Management B. ISO 27001 Standard

C. The Business

D. The Service Level Manager

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Question 82

Who is responsible to carry out review and risk analysis of all supplies and contracts on a regular basis

A. Availability Management B. IT SCM Manager

C. Supplier Manager and Service Level Management D. Service Catalogue Manager

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Question 83

Availability Management is responsible for the availability of A. Service and Components

B. Service and Business Processes

C. Components and Business Processes

D. Service, Component and Business Processes

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Question 84

ITSCM should be based on 1. Design of Service Strategy 2. Business Continuity Plans 3. Business Impact Analysis 4. Risk Assessment

A. 1, 2 and 3 only B. 2 , 3 and 4 only C. All of the above D. 1, 3 and 4 only

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Question 85

Ensuring Confidentiality, integrity and availability of services are maintained to levels agreed on the SLA is

responsibility of which role A. The Service Level Manager

B. Configuration Manager C. Change Manager

D. Information Security Manager

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Question 86

Which of the following would you expect to find in a contract for an underpinning service ?

1. Service Description and Scope

2. Responsibilities and Dependencies 3. Service Vision and Mission

4. Marketing Plans A. 3 Only

B. 1 and 2 Only C. 2 and 3 Only D. All of the above

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Question 87

Contracts are used to define

A. The provision of IT Service or business services by a Service Provider

B. The Provision of goods and or services by Suppliers C. Service Levels agreed between 2 suppliers

D. Customer Satisfaction

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Question 88

Financial Management works closely with following Service Providers

1. An Internal Service Provider embedded within a business unit

2. An Internal Service Provider that provides shared IT Services

3. An External Service Provider A. All of the above

B. 1 and 2 only C. 1 and 3 only D. 2 and 3 only

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Question 89

True or False

One and Only One person is accountable for any activity ! ( RACI Model )

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Question 90

Which of the following are responsibilities of Supplier Manager

1. Negotiating and agreeing Contracts

2. Updating Supplier and Contract Database

3. Planning for possible closure, renewal / extension of contract

4. Managing relationship with internal suppliers A. 1, 2 and 3 only

B. None of the Above C. 2 , 3 and 4 only D. 3 and 4 only

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Question 91

Which is the best description of a Business Case

A. A decision support and planning tool that projects the likely consequences of a business action

B. Terms and conditions of contract

C. Complaints received by Service Level Manager D. Needed to procure a security device

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Question 92

True or False

The three Service Provider Business Models are 1. Internal Service Provider

2. External Service Provider 3. Shared Service Provider

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Question 93

Development, negotiations and agreements of contracts are responsibility of

A. Service Level Management B. Capacity Management

C. Availability Management D. Supplier Management

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Question 94

Consideration of business outcomes and value creation are principles of which part of Service Lifecycle

A. Continual Service Improvement B. Service Operations

C. Service Transition D. Service Strategy

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Question 95

Which of the following is a PRIMARY Concern of IT Governance

A. Measuring and improving the efficiency and effectiveness of the process

B. Ensuring agreed SLA’s are met

C. Reducing total cost of providing services

D. Ensuring that processes and procedures are correctly followed.

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Question 96

An ISMS :

A. IT Service Management System B. IT Skills Management System C. IT Security Management Service

D. Information Security Management System

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Question 97

In which document would you expect to see an overview of actual service achievements against targets ?

A. Operational Level Agreement B. Capacity Plan

C. Service Level Agreement D. SLA Monitoring Chart

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Question 98

Which of the following processes contributes the MOST to quantify the financial value of IT Services and Assets A. Financial Management

B. Service Level Management C. Demand Management

D. Risk Management

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Question 99

IT Governance is concerned with A. Ensuring targets in SLA are met

B. Measuring and improving the efficiency and effectiveness of IT Processes

C. Ensuring that IT Processes support the organisation strategies and objectives

D. Reducing the total cost of providing services to the business

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Question 100

Which of the following groups should have access to the change Schedule 1. Service Desk 2. Business Management 3. All IT Staff 4. IT Management A. 2, 3 and 4 only B. 1, 2 and 4 only C. 1, 3 and 4 only D. All of the Above