itil sample questions - overall learning check

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ITIL Sample Questions

Learning CheckLearning Check


Service Strategy

Learning Check – Service StrategyLearning Check – Service Strategy


1.The ITIL core is structured around

a. An Operations Lifecycle

b. An IT Management Lifecycle

c. A Service Lifecycle

d. An Infrastructure Lifecycle

Learning Check – Service StrategyLearning Check – Service Strategy


2. Which of the following questions is not answered by information in the Service Portfolio?

a. How should our resources and capabilities be allocated

b. What opportunities are there in the market?

c. Why should a customer buy these services?

d. What are the pricing or chargeback modules?

Learning Check – Service strategyLearning Check – Service strategy


3. In which core publication can you find detailed descriptions of Service Portfolio Management, Demand Management and Financial Management?

a. Service Operations

b. Service Strategy

c. Service Transition

d. Continual Service Improvement



4. Demand management is used to:

a. Increase customer value

b. Understand patterns of business activity

c. Increase the value of IT

d. Align business with It cost



5. Which of the following is NOT one of the ITIL core publications?

a. Service optimization

b. Service transition

c. Service design

d. Service strategy



6. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?

a The going rate that is agreed with Customers

b Market rate

c Cost-plus

d Profitable



7. Which one of the following statements is NOT FALSE?

a Depreciation is used to calculate how maintenance can be offset against tax

b Staff costs are capital costs because of their high value

c Cost centres are used to measure ROCE (Return on Capital Employed)

d Direct costs can be allocated to a single customer, service or activity



8. What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity

b) Defining requirements for a new service or process

c) Analyzing the business impact of an incident

d) Creating a balanced scorecard showing the overall status of Service Management



9. Business drivers and requirements for a new service should be considered during?

a) Review of the router operating system patches

b) Review of the current capabilities of IT service delivery

c) The Post Implementation Review (PIR) of a change

d) Decommissioning legacy servers



10. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?

a) Service Strategy

b) Service Strategy and Continual Service Improvement

c) Service Strategy, Service Transition and Service Operation

d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement



Service Design

Learning Check – Service DesignLearning Check – Service Design


1. Functions are BEST described as

a. A body of Knowledge

b. Closed loop systems

c. Self contained units of organizationsd. Projects focusing on transformation



2. A benefit of using Service Design tools is

a. To help ensure that standards and conventions are followed

b. To help ensure that Event are detected as quickly as possible

c. To help enable different applications to work together

d. To help implement architectures that support the business strategy



3. What is the main goal of Availability Management?

a. To monitor and report availability of components

b. To ensure that all targets in the SLAs(Service Level Agreement) are met.

c. To guarantee availability levels for services and components

d. To ensure that Service availability matches or exceeds the agreed needs of the business



4. If something cannot be measured, it should not be documented is a principle that applies to which of the following?

a. The glossary of terms

b. A Service Level Agreement (SLA)

c. An Incident Management record

d. A Configuration Item



5. Which of the following benefits would be LEAST useful in supporting a business case for service improvement?

a. Reduced technology investment by 20% due to more accurate capacity and performance modeling processes

b. Reduced support manpower demand by 30% due to automated incident and problem management processes

c. Reduced level of customer complaint due to more effective service level management

d. Reduced problem resolution time by half due to improved knowledge management



6. Which of the following statement are CORRECT?

1. A process responds to specific events

2. A process is performance driven and able to be measured

a. 1 only

b. Both of the above

c. Neither of the above

d. 2 only



7. How does an organization use resources and capabilities in creating value?

a. They are used to create value in the form of output for production management

b. They are used to create value in the form of goods and services

c. They are used to create value to the IT organization for services support

d. They are used to create value to the IT organization for services delivery



8. Which of the following is the CORRECT description of the four Ps of the service design?

a. A four step process for the design of effective service management

b. A definition of the people and products required for successful design

c. A set of questions that should be asked when reviewing design specification

d. The four major areas that need to be considered in the design of effective service management



9. Which of the following are the Four Ps of Service Design?

a. Planning, Products, Position, Processes

b. Planning, Perspective, Position, People

c. Perspective, Partners, Problems, People

d. People, Partners, Products, Processes



10. A customer service catalogue should contain which?

a. The version information of all software

b. The organizational structure of the company

c. Asset information

d. Details of all operational services



Service Operation

Learning Check – Service OperationLearning Check – Service Operation


1. A technician uses a pre-defined technique to restore service as the incident has been seen before. This is an example of which of the following:

a. A work around

b. A standard change

c. A Service Capability

d. An Alert



2. What is the best definition of an incident model?

a. The template used to define the incident logging form used to report incidents

b. A type of incident involving a standard (or model) type of configuration item (CL)

c. A set of pre-defined steps to be followed when dealing with a known type of Incident

d. An incident that is easy to solve



3. Warranty of a Service means

a. The service is fit for purpose

b. There will be no failures in applications and infrastructure associated with the service

c. All service-related problems are fixed free of charge for a certain period of time

d. Customers are assured of certain levels of availability, capacity, continuity and security



4. Which of the following statements CORRECTLY define in sourcing and outsourcing delivery model options?

a. In sourcing relies on internal resources, outsourcing relies on external organizations resources

b. In sourcing relies on external organization resources, outsourcing relies on internal resources

c. In sourcing relies on co-sourcing, outsourcing relies on partnerships

d. In sourcing relies on knowledge process outsourcing , outsourcing relies on application service provisioning



5. What is the purpose of the request fulfillment process?

a. Dealing with service requests from the users

b. Making sure all requests within an IT organization are fulfilled

c. Ensuring fulfillment of change requests

d. Making sure the service level agreement (SLA) is met



6. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

a Improved user satisfaction

b Incident volume reduction

c Elimination of lost incidents

d Less disruption to both IT support staff and users



7. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?

a Network Management

b The Service Desk

c Capacity Management

d Problem Management



8. Which of these is NOT a recognized Service Desk structure?

a Remedial Service Desk

b Virtual Service Desk

c Local Service Desk

d Central Service Desk



9. Does Problem Management depend entirely on having a mature Incident Management process in place?

a Yes, because without a mature Incident Management process in place there is no reliable information available

b No, because the quality of Incident Management information is of little importance to proactive Problem Management

c No, because progress can still be made on solving long-standing Problems

d Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information



10. Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?

a The number of Problems raised

b The number of Known Errors identified

c The number of Problems correctly categorized

d The number of RFCs raised



Service Transition

Learning Check – Service TransitionLearning Check – Service Transition


1. The information security policy should be available to which groups of people?

a. Senior business managers and all IT staff

b. Senior business managers .IT executives and the security managers

c. All customers, users and IT staff

d. Information security management staff only

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2. The objective of service asset and configuration management is most accurately described as?

a. To understand the performance characteristics of assests and configuration items (Cls) in order to maximize their contribution to service levels

b. To manage service assets and Cls deliver the business outcomes they were designed to achieve

c. To manage the services infrastructure and maintain accurate configuration records

d. To define and control the components of Services and infrastructure and maintain accurate configuration records



3. The objective of the change management process is most accurately described as?

a. Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner

b. Ensuring that changes to IT infrastructure are managed efficiently and effectively

c. Ensuring that all changes have appropriate back-out plans in the event of failure

d. Protecting services by not allowing changes to be made



4. What is described by the following statement? “Maintains relationship between all service components and any related incidents, problems, known errors, change and release documentation”

a. The Capacity Plan

b. The Definitive Media Library

c. The Configuration Management System

d. A Service Level Agreement



5. Which of the following would NOT be stored in the definitive media library (DML)?

a. Master copies of software

b. Back up of application data

c. Software Licenses

d. Master copies of controlled documentation



6. Facilities management refers to?

a. The management of IT services that are viewed as utilities such as printers or network access

b. The management of an outsourcing contract

c. The management of the physical IT environment such as data center

d. The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure



7. Which of these is NOT a type of change?

Standard change

Normal change

Urgent change

Emergency change



8. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?

a Service Level Manager

b Capacity Manager

c Change Manager

d Financial Manager



9. Configuration Management plans should be integrated with those of:

a Change & Release Management

b Service Level Management

c IT Service Financial & Continuity Management.

d Change & Capacity Management



10.Possible problems with Change Management include:

a Lack of ownership of impacted services

b Increased visibility and communication of changes

c Better alignment of IT services to actual business needs

d The ability to absorb a larger volume of change



Continuous Service Improvement

Learning Check – Continuous Service ImprovementLearning Check – Continuous Service Improvement


1. Why should monitoring and measuring be used when trying to improve services?

a. To Validate, direct, justify and intervene

b. To validate, measure, monitor and change

c. To validate, plan, act and improve

d. To validate, assign resources, purchase technology and train people



2. Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle?

a. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

b. Service Strategy, Service Transition and Service Operation

c. Service Operation and Continual Service Improvement

d. Continual Service Improvement



3. Which is the first activity of the Continual Service Improvement (CSI) model?

a. Assess the current business situation

b. Understand the vision of the business

c. Agree on priorities for improvement

d. Create and verify a plan



4. The 7 steps improvement process can most accurately be described as?

a. The seven P’s of the continual service improvement(CSI)

b. A services improvement methodology based on the deming cycle

c. A set of roles and responsibilities for managing service improvements

d. A process for defining what is to be measured , gathering the data, processing the date and using it to take corrective action



5. Which of the following is NOT a step in the continual service improvement (CSI) model?

a. What is the vision?

b. Did we get there?

c. Is there a budget?

d. Where are we now?



6. What is the main reason for establishing a baseline?

a. To standardize operation

b. For knowing the cost of services provided

c. For roles and responsibility to be clear

d. For later comparison



7. Where are activities documented with the aim of improving an IT service?

a. Service Catalogue

b. Service Improvement Program

c. Service Level Agreement (SLA)

d. Service Quality Plan (SQP)



8. Which of the following statements is CORRECT about ‘good practice’?

a) It can be used to drive an organization forward

b) It is something that is in wide industry use

c) It is always documented in international standards

d) It is always based on ITIL



9. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

a) Facilitates clear communication and workflow practice across all parties involved in the CSI program

b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing

c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI

d) Provides a clear focus for matching the CSI processes to financial planning



10. How can an organization determine the effectiveness of the Service Level Management process?

a. By checking contracts with suppliers

b. By measuring customer satisfaction

c. By defining service levels

d. By reporting on all incidents


itil sample questions - overall learning check

Documents

new service

service optimizationb

service operationsb

service lifecycled

service strategyc

service transitiond

service transitionc

service designd