Section 3

Question 1

Which ITIL management practice adds value to the business by ensuring that services are published in a consistent manner during a service, resource, or other type of transition?

A)Deployment management
B)Service validation and testing
C)Change Enablement/Control
D)Service Configuration Management

Answer 1

A)Deployment management

Question 2

Which group of skilled people provides the technical skills and resources required for Deployment management?

A)Technical Management
B)Application Management
C)Service level management
D)Service desk

Answer 2

A)Technical Management

Question 3

Which of the following is NOT one of the 17 service management practices created in ITSM industries and service management?

A)Monitoring and event management
B)Business analysis
C)Service validation and testing
D)Service continuity management
E)Architecture management
F)Release management

Answer 3

E)Architecture management

Question 4

Which of the following tasks is NOT the responsibility of Information security management?

A)granting authorized users’ rights
B)verifying information availability
C)verifying a user’s identity
D)denying unauthorized users’ rights

Answer 4

B)verifying information availability

Question 5

Which of the following events is an example of a service request?

A)A new application needs to be installed on a computer.
B)A network cable is unplugged, causing several computers to be disconnected from the network.
C)A server is not functioning properly.
D)An incorrect password is used.

Answer 5

A)A new application needs to be installed on a computer.

Question 6

Which key Service design role is responsible for ensuring that the levels of service quality are agreed on and met?

A)Security Manager
B)Service Level Manager
C)Service design Manager
D)Supplier Manage

Answer 6

B)Service Level Manager

Question 7

Which ITIL management practice is concerned with minimizing the impact of an incident?

A)Change Enablement/Control
B)Problem management
C)Monitoring and event Management
D)Incident management

Answer 7

D)Incident management

Question 8

Which IT management practice provides a list of services available and instructions on how to obtain these services?

A)Service request management
B)Incident management
C)Monitoring and Event Management
D)Problem management

Answer 8

A)Service request management

Question 9

What is the standard whereby a change becomes part of the Service request management practice?

A)Cost is high; risk is low.
B)Cost and risk are high.
C)Cost is low; risk is high.
D)Cost and risk are low.

Answer 9

D)Cost and risk are low.

Question 10

Which of the following is a valid reason for monitoring and measuring services?

To validate
To direct
To justify
To intervene
A)1, 2, and 3
B)1 and 2
C)All of these reasons
D)1, 2, and 4

Answer 10

C)All of these reasons

Question 11

Which ITIL management practice uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred?

A)Service request management
B)Monitoring and event management
C)Incident management
D)Problem management

Answer 11

B)Monitoring and event management

Question 12

What is the primary use of the Definitive Media Library (DML)?

A)to store the lifecycle and details of an incident
B)to store and protect all authorized versions of software and documentation
C)to manage applications throughout their lifecycle
D)to store information about all existing IT services, including the services that are ready and available for deployment

Answer 12

B)to store and protect all authorized versions of software and documentation

Question 13

Which of the following is NOT one of the three technical management practices modified and adapted from technology management domains by focusing on IT services?

A)Software development and management
B)Release management
C)Infrastructure and platform management
D)Deployment and management

Answer 13

B)Release management

Question 14

Which entity contains information on configuration items (CIs) and their relationships?

A)Service portfolio
B)Service Knowledge management System (SKMS)
C)Configuration Management System (CMS)
D)Service catalogue

Answer 14

C)Configuration Management System (CMS)

Question 15

The central element in the SVS is the __________, an operating model which outlines the key activities required to respond to demands and facilitate value realization through the creation and management of products and services.

A)Service value chain
B)Continual improvement model
C)Service value stream
D)Service management mode

Answer 15

A)Service value chain

Question 16

Which of the following statements is NOT true about a standard change?

A)The risk of the change is high.
B)The change tasks are tested and documented.
C)A defined trigger occurs that causes the change.
D)The change is pre-authorized.
E)The change’s budget is predetermined or controlled by the requestor

Answer 16

A)The risk of the change is high.

Question 17

Which statement is true of traditional/waterfall environments but NOT true of Agile/DevOps environments?

A)There is no release plan.
B)Release management and deployment are two separate processes.
C)Release management and deployment are a single process.
D)There is no review process.

Answer 17

C)Release management and deployment are a single process.

Question 18

A ____________ release uses two mirrored production environments. Users can be switched the new functionality using network tools that connect them to the correct environment.

A)feature flag
B)pilot
C)blue/green
D)waterfall

Answer 18

C)blue/green

Question 19

Which entity is used to store and protect the authorized versions of all media configuration items (CIs)?

A)Definitive Media Library (DML)
B)Configuration Management Database (CMDB)
C)Service Knowledge management System (SKMS)
D)Configuration Management System (CMS)

Answer 19

A)Definitive Media Library (DML)

Question 20

Which ITIL management practice is primarily concerned with the identity and rights of the users?

A)Incident management
B)Service request management
C)Deployment management
D)Information security management

Answer 20

D)Information security management

Question 21

Which of the following is NOT a skill or competency for Service level management?

A)business analysis
B)business liaison
C)Release management
D)relationship management

Answer 21

C)Release management

Question 22

Which issue has a workaround or solution documented?

A)Request for Change (RFC)
B)known error
C)incident
D)problem

Answer 22

B)known error

Question 23

Which ITIL management practice monitors and develops reports to deliver the agreed level of service?

A)Availability management
B)Capacity and Performance Management
C)Service level management
D)Service catalogue management

Answer 23

C)Service level management

Question 24

What is the definition of a problem, in ITIL terms?

A)a warning that a threshold has been reached, something has changed, or a failure has occurred
B)the cause, or potential cause, of one or more incidents
C)the addition, modification, or removal of a service or service component and its associated documentation
D)an event that will cause an interruption or quality reduction of a service

Answer 24

B)the cause, or potential cause, of one or more incidents

Question 25

A _______________ is used to document the timing for releases.

A)release review
B)none of these options
C)release plan
D)release schedule

Answer 25

D)release schedule

Question 26

Select all statements that are true regarding feature flags.

They use two mirrored production environments.
They allow for a controlled way of releasing specific features to users/groups.
They help achieve the staging of a release.
A)1 and 3
B)2 only
C)1 only
D)2 and 3
E)all statements

Answer 26

D)2 and 3

Question 27

A Service desk could be comprised of which of the following?

A)a physical team of people
B)all of these options
C)a distributed mix of people connected virtually
D)automated technology and bots

Answer 27

B)all of these options

Question 28

What is defined as a change of state that has significance for the management of a service or other configuration item (CI)?

A)event
B)problem
C)alert
D)incident

Answer 28

A)event

Question 29

Which of the following is NOT one of the 14 general management practices that have been modified and adopted for service management?

A)Risk management
B)Measurement and reporting
C)Service financial management
D)Supplier management
E)Architecture management
F)Change enablement/control

Answer 29

F)Change enablement/control

Question 30

Which of the following ITIL management practices is responsible for preventing recurring incidents?

A)Incident management
B)Problem management
C)Monitoring and event Management
D)Information security management

Answer 30

B)Problem management

Question 31

Your organization has contracts with several third-party suppliers. As part of Supplier management, you have been given a list of commodity suppliers. What products do these suppliers provide?Which of the following supplier management activities includes classifying suppliers periodically and after a contract has been newly awarded or updated/revised?

A)paper and toner supplier categorization
B)electricity and water supplies and contract management
C)Evaluation of suppliers and contractscore services
D)Performance managementcontract project labor

Answer 31

A)paper and toner supplier categorization

Question 32

Which of the following are considered examples of Configuration Items (CIs)?

Applications
Hardware
Contracts
Personnel
A)option 1 and 2
B)options 1, 2, and 4
C)All of the options
D)options 1, 2, and 3

Answer 32

C)All of the options

Question 33

Which of the following statements is/are an example of a service request?

request to access an Instant Messenger (IM) application
request to reset a user password
request to add a new menu option in an application
A)1 only
B)All of these statements
C)2 only
D)1 and 2

Answer 33

D)1 and 2

Question 34

Which definition BEST describes an incident?

A)an occurrence that is significant for the management of the IT infrastructure or delivery of services
B)the activity of observing a situation to detect changes that happen over time
C)an unplanned disruption to an IT service
D)the relative importance based on impact and urgency

Answer 34

C)an unplanned disruption to an IT service

Question 35

Which aspect of Information security management ensures that data is complete, accurate, and protected against modification?

A)authenticity
B)confidentiality
C)integrity
D)availability

Answer 35

C)integrity

Question 36

Which of the following are examples of release policies?

the number of releases that should occur per year
the frequency of releases that occur
the maximum size of releases that occur
A)All of the options
B)options 2 and 3
C)options 1 and 2
D)options 1 and 3

Answer 36

A)All of the options

Question 37

A(n)__________ is a valuable component that supports the implementation of an IT service or product.

A)Event
B)Change
C)IT asset
D)Configuration Item (CI)

Answer 37

C)IT asset

Question 38

Which statement regarding Service level management is INCORRECT?

A)Service level management is used for development of relationships with the business.
B)Service level management defines, documents, agrees on, monitors, measures, reports, and reviews the level of IT services provided.
C)Service level management provides a single source of consistent information on all of the agreed upon services.
D)Service level management develops and manages appropriate Operational Level Agreements (OLAs).

Answer 38

C)Service level management provides a single source of consistent information on all of the agreed upon services.

Question 39

Which of the following statements is true regarding the Configuration Management Database (CMDB) and the Asset Register?

The Asset Register is a listing of all assets, including ownership and financial value.
Assets are part of the CMDB only if they are service-related assets.
The CMDB is a listing of configuration items (CIs) and their relationships.
A)options 1 and 3
B)options 1 and 2
C)All of the options
D)options 2 and 3

Answer 39

C)All of the options

Question 40

Which statement regarding IT asset management is INCORRECT?

A)IT asset management assists with optimizing resources.
B)IT asset management develops and manages appropriate Operational Level Agreements (OLAs).
C)IT asset management contains data about assets, along with their related costs and contracts.
D)IT asset management keeps inventory data in an asset register

Answer 40

B)IT asset management develops and manages appropriate Operational Level Agreements (OLAs).

Question 41

A recent security breach on a single computer at your organization has resulted in the need to deploy a security fix on several computers. You develop a procedure for deploying the fix on the computers and record everything in the Configuration Management System (CMS). Of which of the following items is this example?

A)change
B)problem
C)incident
D)request

Answer 41

A)change