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Question Results

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Question:

Which of the following statements is INCORRECT concerning ITIL?

Response:

ITIL can help organisations gain value from their investment in service management

ITIL is vendor neutral as it is not tied to any specific commercial organisation

ITIL is prescriptive enabling organisations to implement it more rapidly

ITIL offers a common language which allows organisations to work together more effectively

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Question:

When does an Incident become a problem?

Response:

When the impact of an incident is greater than first anticipated

Never

When the reported incident is considered to be a major incident

When an incident happens more than once

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Question:

Which of these statements about business relationship management (BRM) is most correct?

Response:

BRM monitors the service targets for all services.


BRM focuses on the relationship with users through the service desk.

BRM reviews all service changes.

BRM focuses on a high-level relationship with customers.

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Question:

Which of the following best describes how services deliver value to customers?

Response:

Facilitating the outcomes customers want to achieve

Reducing the overall cost of IT service provision

Ensuring successful project delivery to the business

Enabling the effective outsourcing of IT services

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Question:

A significant, unresolved problem is likely to cause major business disruption. Where is this
MOST LIKELY to be escalated to?

Response:

IT service continuity management

Change management

Incident management

Availability management

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Question:
Which of the following is a process owner responsible for?

Response:

Purchasing tools to support the process

Carrying out all activities defined in the process

Ensuring that targets specified in a Service Level Agreement (SLA) are met

Ensuring that the process is performed as documented

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Question:

What is the correct sequence for the following activities within the normal change process?

1. Create and record the RFC


2. Authorize and schedule the change
3. Assess and evaluate the RFC
4.Review and close the change record
5. Co-ordinate the change implementation

Response:

1, 3, 2, 5, 4

2, 1, 3, 5, 4

1, 3, 5, 4, 2

1, 2, 3, 4, 5

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Question:

Which of the following statements correctly describe how service transition adds value to the
business?

1. Improving the ability to adapt quickly to new requirements and market developments thus providing a
competitive edge
2. Improving the success rate of change and release implementations
3. Increasing confidence in the degree of compliance to business and governance requirements during
implementations
Response:

2 only

All of the above

2 and 3 only

None of the above

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Question:

The risk management approach consists of three stages. Which of these is not a stage identified
in the ITIL guidance?

Response:

Analyze risks

Identify risks

Calibrate risks

Manage risks

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Question:

An effective request fulfilment process can contribute to a reduction in workload for which two
ITIL processes?

Response:

Demand management and incident management

Change management and incident management

Change management and release & deployment management


Change management and problem management

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Question:

Which of the following are categories of supplier described in ITIL?

1. Strategic
2. Operational
3. Trusted
4. Commodity

Response:

1 and 2 only

All of the above

1, 2, and 4

2, 3, and 4

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Question:

Which of the following statements most accurately describes the overall goal of information
security management?

Response:

To protect the interests of customers and users by protecting systems from harm caused by failure of availability,
confidentiality or integrity

To align IT security with business security requirements and to ensure that information security is effectively
managed in all service management activities

To produce and maintain an overall information security policy that defines the organisation’s stance and attitude
on all security matters

To develop an effective information security management system that supports the business objectives and
information security policies
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Question:

Availability is calculated using the formula AST-DT/AST × 100. What do the terms AST and DT
refer to?

Response:

AST = assumed service target, DT = delivery time

AST = availability service target, DT = downtime

AST = agreed service time, DT = downtime

AST = agreed service time, DT = delivery time

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Question:

Plan, Do, Check, Act are the four stages of which quality improvement approach?

Response:

Improvement initiative cycle

Edwards cycle of quality improvement

CSI approach

Deming cycle

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Question:

A user calls the service desk to report that following the installation of a new version of the PC
operating system their PC is running slowly. After logging the call, what action should the service
desk take?

Response:
Refer it to capacity management because it could be evidence of a performance problem

Process it as an Incident using the incident management process

Refer it to the change manager because it may be that the change was not implemented correctly

Refer it to the service level manager as it may cause a breach to the SLA

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Question:

Which of these recommendations are best practice for service level agreements?

1. Include legal terminology in service level agreements (SLAs)


2. Ensure all the targets in an SLA are measurable.
3. Ensure the SLA is signed by both customer and provider
4. Include the service hours and cost of delivering the service

Response:

1 and 2

2 and 3

3 and 4

1 and 4

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Question:

A change request could be described as a formal proposal for a change to be made. Which of the
following could be considered as change requests?

1. A request for change to a service portfolio


2. A request for change to a service or service definition
3. A project change proposal
4. A request to reboot a server

Response:
1 only

All of the above

3 and 2 only

1, 2 and 3 only

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Question:

Which of the following is an alternative term used to describe a form of SLA Monitoring (SLAM)
chart?

Response:

RAG

RACI

ITAMM

SMO

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Question:

Which of the following are valid elements of a Service Design Package?

1. Agreed and documented business requirements


2. A service definition for transition and operation of the service
3. Requirements for new or changed processes
4. Metrics to measure the service

Response:

1 only

2 and 3 only
1, 2 and 4 only

All of the above

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Question:

Which of the following is NOT a goal nor an objective of service design?

Response:

Designing effective and efficient processes to manage services throughout their lifecycle

Identifying and managing risks

Designing remediation plans to cater for failed implementations

Producing IT plans, processes and policies to provide quality IT solutions

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Question:

Which of these is/are recommended elements of a business case?

1. Introduction
2. Methods and assumptions
3. Business impacts
4. Risks and contingencies
5. Recommendations

Response:

1, 2, 3, 4, and 5

2, 3, 4, and 5

1, 2, 3, and 4

1, 3, and 5
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Question:

The ITIL Continual Service Improvement publication provides guidance in four main areas. Which
of these is not one of the four areas?

Response:

Continual alignment of the IT services with the current and future needs of the business

The maturity and capability of the organization, management, processes, and people utilized by the

The development of a strategy that supports business organization improvements

Continual improvement of all aspects of the IT service and the service assets that support them

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Question:

Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE?

Response:

ITSCM defines the service that can be provided in the event of a major disruption. The business ca
it will use the service.

ITSCM and Business Continuity Management (BCM) have no impact on each other.

BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM
for delivering this level of service.

It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.

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Question:

Which person or group is responsible for agreeing service targets with the service provider?

Response:
The user

The customer

The supplier

The service desk staff

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Question:

Which statement about value creation through services is CORRECT?

Response:

The customer's perception of the service is an important factor in value creation

The value of a service can only ever be measured in financial terms

Delivering service provider outcomes is important in the value of a service

Service provider preferences drive the value perception of a service

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Question:

What is this? “The result of carrying out an activity, following a process, or delivering an IT
service.”

Response:

A procedure

A work instruction

An outcome
An input

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Question:

Which of the following should a service catalogue contain?

Response:

The version information of all software

The organizational structure of the company

Asset information

Details of all operational services

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Question:

A business case can be most accurately described as?

Response:

A method for tracking business expenditure

A decision support and planning tool

A management tool for business communication

A technique for calculating service valuation

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Question:

Which of the following statements about demand for IT services is CORRECT?

Response:
It is driven by patterns of business activity

It is impossible to predict how they behave

It is impossible to influence demand patterns

It is driven by the delivery schedule generated by Capacity Management

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Question:

Which is the CORRECT set of steps in the Continual Service Improvement (CSI) approach?

Response:

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continuall

‘Where do we want to be?’; ‘How do we get there?’; ‘Who plans the improvement?’; ‘How do we
arrived?’; ‘How do we keep the momentum going?’

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; C
been properly implemented; Improve the solution

‘What is the vision?’; ‘Where are we now?’; ‘Where do we want to be?’; ‘How do we get there?’; ‘
there?’; ‘How do we keep the momentum going?’

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Question:

Which of the following would NOT normally be a trigger for the access management process?

Response:

A problem

A service request
An RFC

A request from human resources (HR) management

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Question:

Which of these statements represent acceptable criteria for defining a standard change?

1. The risk associated to the change is low or clearly understood.


2. The change follows a defined procedure or predefined steps.
3. The change can be completed within 24 hours of being requested.
4. The change can be traced to a predefined trigger.
5. The change delivers its results to IT service providers only.

Response:

1, 3, and 5

1, 2, and 4

2, 3, and 4

1, 2, 3, 4, and 5

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Question:

To what does single point of failure refer?

Response:

It is another term for ‘mean time between failures’ (MTBF)

A CI which, if it breaks, does NOT affect the availability of a service

A CI which, if it breaks, does affect the availability of a service

The service desk being a focal point for users and customers
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Question:

Within service transition which process will be most involved with early life support (ELS)?

Response:

Change management

Service asset and configuration management

Release and deployment management

Knowledge management

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Question:

Which process helps to ensure that new or changed services are established in supported
environments within the predicted cost, quality and time estimates?

Response:

Financial management for IT Services

Capacity management

Transition planning and support

Change management

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Question:

IT service continuity management carries out a BIA in conjunction with the business. What does
BIA stand for?

Response:
Business integrity appraisal

Business information alternatives

Benefit integration assessment

Business impact analysis

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Question:

How is financial management applicable to the different types of service provider?

Response:

Financial management is mostly applicable to external service providers

Financial management is only applicable to Type II and Type III providers

Financial management is less applicable for internal service providers

Financial management is equally applicable to Type I, II and III service providers

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Question:

Which of the following activities is NOT part of risk analysis?

Response:

Evaluating possible vulnerabilities

Deploying appropriate countermeasures

Identifying current and future threats

Identification of key IT Assets


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Question:

Which of the following is NOT a goal of Availability Management?

Response:

To monitor and report availability of components

To ensure that service availability matches or exceeds the agreed needs of the business

To assess the impact of changes on the availability plan

To ensure that business continuity plans are aligned to the business objectives

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Question:

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

Response:

Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Imp

Service Strategy, Service Transition, and Service Operation

Service Operation and Continual Service Improvement

Continual Service Improvement