Question - 1
Which of the following is not a characteristic of a process?
It is a measurable
Delivers specific results
A method of structuring an organization
It has demand in market
Responds to specific events
Answer- C
Question - 2
Which acts as a hub (centre) in the ITIL Service Management Life cycle?
Continual Process Management
Service Strategy
Service Operation
Service Optimization
Service design
Answer- B
Question - 3
Which of the following is NOT a purpose of Service Transition?
To provide training and certification in project management
To provide quality knowledge of Change, Release and Deployment Management
To plan and manage the capacity and resource requirements to manage a Release
To ensure that a service can be managed, operated and supported
None of these
Answer- A
Question - 4
Which of the following is NOT one of the ITIL core publications?
Service Transition
Service Design
Service Strategy
Continual Service Improvement
Service Optimization
Answer- E
Question - 5
What is the RACI model used for?
Documenting the roles and relationships of stakeholders in a process or activity
Defining requirements for a new service or process
Creating a balanced scorecard showing the overall status of Service Management
Gathering the requirements from the clients
Analyzing the business impact of an incident
Answer- A
Question - 6
Which of the following statements is CORRECT?
Only one person can be accountable for an activity
Only one person can be responsible for an activity
1 only
2 only
Both 1 and 2
None of the above
Data insufficient
Answer- A
Question - 7
Demand Management is primarily used to?
Increase customer value
Eliminate excess capacity needs
Align business with IT cost
Increase the value of IT
None of the above
Answer- B
Question - 8
Which of the following is not a key process of Service Design?
Service Asset and Configuration Management
Service Level Management
Availability Management
Capacity Management
All of the above
Answer- A
Question - 9
Which are the two missing Service Operation processes from the following?
1. Access Management
2. Incident Management
3. Problem Management
4. ?
5. ?
Event Management and Service Desk
Facilities Management and Event Management
Event Management and Request Fulfillment
Change Management and Service Level Management
None of the above
Answer- C
Question - 10
ITIL is intentionally composed of a ______________ to service management
Structured Approach
Common Sense Approach
Sequential approach
Hierarchy Approach
All of the above
Answer- B
Question - 11
With service strategy at the hub, what are the revolving life-cycle stages?
Continual Process Improvements
Service Reporting, Measurements
Service Design & Operations only
Service Design, Transition and Operation
None of these
Answer- D
Question - 12
Which of the following is step 1 in the 7 step improvement process?
Identify gaps in service level agreement (SLA) achievement
Prepare for action
Define what you should measure
Where are we now?
None of these
Answer- C
Question - 13
Which of these is the correct step for the continual service improvement model?
What is the vision? Where are we now? Where we want to be? How do we get there? Did we get there? How do we keep the momentum going?
Devise a strategy; design the solution; transition into production; operate the solution; continually improve
Where do we want to be? How do we get there? How do we check we arrived? How do we keep the momentum going?
Identify the required business outcomes; plan how to achieve the outcomes; implement the plan; check the plan has been properly implemented; improve the solution
All of the above
Answer- A
Question - 14
What are the two major processes in Problem Management?
Proactive and Reactive
Technical and Service
Resource and Proactive
Reactive and Technical
None of these
Answer- A
Question - 15
Which process is responsible for monitoring and IT service and detecting when the performance drops Service level management?
Below acceptable limits
Service asset and configuration management
Event management
Performance management
None of these
Answer- A
Question - 16
The main objective of service level management is_____
To ensure that an agreed level of IT service is provided for all current IT
To carry out the service operations activities needed to support current IT services
To ensure that sufficient capacity is provided to deliver the agreed performance of services
To create and populate a service catalogue
All of these
Answer- A
Question - 17
Which of the following is NOT an objective of Service Operation?
To monitor the performance of technology and processes
Thorough testing to ensure that services are designed to meet business needs
To deliver and support IT services
To manage the technology used to deliver services
None of the above
Answer- B
Question - 18
The main objective of Availability Management is?
To guarantee availability levels for services and components
To monitor and report availability of services and components
To ensure that all targets in Service Level Agreements (SLAs) are met
To ensure that service availability matches or exceeds the agreed needs of the business
All of the above
Answer- D
Question - 19
What is the full form of ITIL?
Information Test Infrastructure Library
Information Transfer Infrastructure Library
Information Technology Infrastructure Level
Information Technology Infrastructure Library
None of the above
Answer- D
Question - 20
The priority of an Incident is BEST described as?
The number of staff that will be assigned to work on the Incident so that it is resolved in time
The escalation path that will be followed to ensure resolution of the Incident
The relative importance of the Incident based on impact and urgency
The speed with which the Incident needs to be resolved
None of the above
Answer- C
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