ITIL Foundation V3 Practice Test Flashcards Preview

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Flashcards in ITIL Foundation V3 Practice Test Deck (291)
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1

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

A. Requirement to always call the service desk for service requests

B. Menu-driven range of self help and service requests

C. Web front-end

D. A direct interface into the back end process handling software

A. Requirement to always call the service desk for service requests

2

What is a RACI model used for?

A. Defining roles and responsibilities

B. Monitoring services

C. Performance analysis

D. Recording Configuration Items

A. Defining roles and responsibilities

3

Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)

B. The SKMS can include data on the performance of the organization

C. The Service Knowledge Management System (SKMS) includes Configuration Management

Databases (CMDB)

D. The SKMS can include user skill levels

A. The SKMS is part of the Configuration Management System (CMS)

4

The group that authorizes changes that must be installed faster than the normal process is called the?

A. Emergency CAB (ECAB)

B. Urgent Change Authority (UCA)

C. Urgent Change Board (UCB)

D. CAB Emergency Committee (CAB/EC)

A. Emergency CAB (ECAB)

5

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

A. Service Transition

B. Service Design

C. Service Strategy

D. Service Operation

B. Service Design

6

Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skilltominimise the cost of training them

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries

D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

7

Which of the following statements is INCORRECT?

A. The Service Knowledge Management System (SKMS) includes Configuration Management databases (CMDB)

B. The SKMS is part of the Configuration Management System (CMS)

C. The SKMS can include data on the performance of the organization

D. The SKMS can include user skill levels

B. The SKMS is part of the Configuration Management System (CMS)

8

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Services and Infrastructure

B. Applications and Infrastructure

C. Resources and Capabilities

D. Utility and Warranty

C. Resources and Capabilities

9

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

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

B. The design of Market Spaces

C. The design of new or changed services

D. The design of the technology architecture and management systems

B. The design of Market Spaces

10

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

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

B. Ensuring that information in the Service Catalogue is accurate

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

D. Ensuring that information within the Service Pipeline is accurate

D. Ensuring that information within the Service Pipeline is accurate

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

D. Supplier Manager

12

(SKIP) Which is the correct combination of Service Management terms across the Lifecycle?

A. 1A, 2B, 3C, 4D

B. 1C, 2D, 3A, 4B

C. 1C, 2B, 3A, 4D

D. 1B, 2C, 3D, 4A

C. 1C, 2B, 3A, 4D

13

A plan for managing the end of a supplier contract should be created when?

A. The contract is being negotiated

B. The contract is about to be ended

C. The Supplier Manager decides that there is a risk the contract might need to end soon

D. The contract has been agreed

A. The contract is being negotiated

14

Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider's established policies and guidelines

B. A pre-authorised change that has an accepted and established procedure

C. A change that is made as the result of an audit

D. A change that correctly follows the required change process

B. A pre-authorised change that has an accepted and established procedure

15

The BEST description of the purpose of Service Operation is?

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

B. To proactively prevent all outages to IT Services

C. To deliver and support IT Services at agreed levels to business users and customers

D. To design and build processes that will meet business needs

C. To deliver and support IT Services at agreed levels to business users and customers

16

Exhibit:

(SKIP) Please refer to the exhibit:

Which of the statements is CORRECT for every process?

A. 1 only

B. Neither of the above

C. 2 only

D. Both of the above

A. 1 only

17

Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skilltominimise the cost of training them

B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries

C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

18

Which of the following questions does Service Strategy help answer with its guidance?

1. How do we prioritize investments across a portfolio?

2. What services to offer and to whom?

3. What are the Patterns of Business Activity (PBA)?

A. 3 only

B. 1 only

C. 2 only

D. All of the above

D. All of the above

19

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. Delivering change, faster and at optimum cost and minimized risk

D. Verifying the accuracy of all items in the configuration management database

C. Delivering change, faster and at optimum cost and minimized risk

20

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-Act

B. There should be a singlePlan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

C. There should be a single Plan andDo,then Check and Act should be carried out multiple times to implement Continual Improvement

D. The entire cycle should be repeated multiple times to implement Continual Improvement

D. The entire cycle should be repeated multiple times to implement Continual Improvement

21

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get there?"?

A. Service Strategy

B. Service Design

C. Service Operation

D. Service Transition

C. Service Operation

22

Which of the following are responsibilities of a Service Level Manager?

1. Agreeing targets in Service Level Agreements

2. Designing the service so it can meet the targets

3. Ensuring all needed contracts and agreements are in place

A. 1 and 3 only

B. All of the above

C. 2 and 3 only

D. 1 and 2 only

A. 1 and 3 only

23

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

24

In many organisations the role of Incident Manager is assigned to the Service Desk.

It is important that the Incident Manager is given the authority to:

A. Only manage Incidents effectively through 1st and 2nd line

B. Only manage Incidents effectively through the 1st line

C. Only manage Incidents effectively at the 3rd line

D. Manage Incidents effectively through 1st, 2nd and 3rd line

D. Manage Incidents effectively through 1st, 2nd and 3rd line

25

Which of the following statements is CORRECT?

A. The CMS is part of the Configuration Management Data Base (CMDB)

B. The KEDB and the CMS form part of the larger SKMS

C. The Service Knowledge Management System (SKMS) is part of the CMS

D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

B. The KEDB and the CMS form part of the larger SKMS

26

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business Value

B. Functionality

C. IT Assets

D. Service Level Requirements

A. Business Value

27

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. Whether to buy an application or build it

B. Should application development be outsourced

C. Who the vendor of the storage devices will be

D. Where the vendor of an application is located

A. Whether to buy an application or build it

28

What is the entry point or the first level of the V model?

A. Service Solution

B. Customer / Business Needs

C. Service Release

D. Service Requirements

B. Customer / Business Needs

29

What is the entry point or the first level of the V model?

A. Customer / Business Needs

B. Service Release

C. Service Requirements

D. Service Solution

A. Customer / Business Needs

30

Service Acceptance criteria are used to?

A. Ensure the design stage of the Lifecycle

B. Ensure Portfolio Management is in place

C. Ensure delivery and support of a service

D. Ensure service Key Performance Indicators (KPIs) are reported

C. Ensure delivery and support of a service