ITIL Practice Test Flashcards Preview

ITIL > ITIL Practice Test > Flashcards

Flashcards in ITIL Practice Test Deck (81)
Loading flashcards...
1

Which process is responsible for controlling, recording and reporting on the relationships relating
to components of the IT infrastructure?

A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management

D. Service asset and configuration management

2

What does the acronym "RACI" stand for in the RACI Model?

Responsible
Accountable
Consulted
Informed

3

Which of the following is NOT an aim of the change management process?

A. To ensure the impact of changes is 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

D. To deliver and manage IT services at agreed levels to business users

4

Which of the following questions does the guidance in service strategy help to answer?

1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing
alternatives?
3. How do we create value for our customers?

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

D. All of the above

5

Which of the following are within the scope of service asset and configuration management?

1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management

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

A. 1, 2, and 3 only

6

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

A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
service

7

Which of the following drives demand for services?

A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)

A. Infrastructure trends

8

Which of the following availability management activities are considered to be proactive as
opposed to reactive?

1. Monitoring system availability
2. Designing availability into a proposed solution

A. Neither of the above
B. Both of the above
C. 1 only
D. 2 only

D. 2 only

9

What do technology metrics measure?

A. Components
B. Processes
C. The end to end service
D. Customer satisfaction

A. Components

10

What is the BEST description of the purpose of service operation?

A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers

D. To deliver and manage IT services at agreed levels to business users and customers

11

In which core publication will you find detailed descriptions of service catalogue management,
information security management, and supplier management?

A. Service strategy
B. Service design
C. Service transition
D. Service operation

B. Service design

12

When can a known error record be raised?

1. At any time when it would be useful to do so
2. After a workaround has been found

A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above

D. Both of the above

13

Which of the following would a major problem review examine?

1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence

What could be done better in the future

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

D. All of the above

14

Customer perceptions and business outcomes help to define what?

A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)

A. The value of a service

15

At which stage of the service lifecycle should the processes needed to operate a new service be defined?

A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management

A. Service design: Design the processes

16

What does the scope of Financial Management include?

Budgeting
IT Accounting
Charging

17

What should a service always deliver to customers?

A. Applications
B. Infrastructure
C. Value
D. Resources

C. Value

18

Which of the following is the goal or purpose of service level management?

A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services

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

19

Which of the following is the responsibility of supplier management to negotiate and agree?

A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)

B. Third-party contracts

20

Which of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of
services
B. A group of interacting, interrelated, or independent components that form a unified whole,
operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities

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

21

The definition "A set of specialized organizational capabilities for providing value to customers in the form of services" best describes?

A. Service Management
B. Service Design
C. Service Transition
D. Service Operation

A. Service Management

22

Which of the following is concerned with fairness and transparency?

A. Capacity management
B. Governance
C. Service design
D. Service level management

B. Governance

23

Which of the following is NOT an objective of problem management?

A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible

D. Restoring normal service operation as quickly as possible

24

Which of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are current
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

B. Ensuring that service level agreements are current

25

Which of the following is NOT a responsibility of service transition?

A. To ensure that a service can be managed, operated and supported within constraints specified
by design
B. To design and develop capabilities for service management
C. To provide quality knowledge of change and release and deployment management
D. To plan the resource requirements to manage a release

B. To design and develop capabilities for service management

26

Which of the following statements is CORRECT?

A. The configuration management system is part of the known error database
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

C. The configuration management system is part of the service knowledge management system

27

Which of the following activities are carried out in the "Where do we want to be?" step of the
continual service improvement (CSI) model / approach?

A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets

D. Defining measurable targets

28

Which areas of service management can benefit from automation?

1. Design and modelling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

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

D. All of the above

29

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

A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management

B. Event management

30

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

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

B. 2 and 3 only