Saturday, 8 October 2016

ITIL EXAMS PART 2 WITH ANSWERS

                      ITIL EXAMS PART 2 WITH ANSWERS




1.  Which one of the following is the BEST description of a relationship in service asset and configuration management?
A. Describes how the configuration items (CIs) work together to deliver the services
B. Describes the topography of the hardware
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release


ANSWER. A. Describes how the configuration items (CIs) work together to deliver the services



2. Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

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


ANSWER. A. All of the above

3. Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

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


ANSWER. C. 1, 2 and 3 only


4. Which one 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. Restoring normal service operation as quickly as possible
D. Eliminating recurring incidents


ANSWER. C. Restoring normal service operation as quickly as possible


5. Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time

2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above


ANSWER. C. Both of the above



6. Which of the following are types of service defined in ITIL?

1. Enabling
2. Core
3. Enhancing
4. Computer

A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1,2 and 3 only


ANSWER. D. 1,2 and 3 only


7. In which of the following should details of a workaround be documented?
A. The service level agreement (SLA)
B. The IT service plan
C. The availability management information system
D. The problem record


ANSWER. D. The problem record


8. Which one of the following is NOT a characteristic of a process?
A. It structure an organization
B. It delivers specific results
C. It responds to specific events
D. It is measureable


ANSWER. A. It structure an organization 

9. Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
A. To ensure that a service managed and operated accordance with constraints specified during design
B. To plan the resources required to manage a release
C. To provide good-quality knowledge and information about services
D. To design and develop capabilities for service management


ANSWER. D. To design and develop capabilities for service management


10. Which of the following BEST describes technical management?
A. A function responsibilities for facilities management and building control systems
B. A function that provides hardware repair services for technology involved in the delivery of service to customers
C. Senior managers responsibilities for all staff within the technical support function
D. A function that includes providing technical expertise and overall management of the IT infrastructure


ANSWER. D. A function that includes providing technical expertise and overall management of the IT infrastructure


11. Which of the following is not a service desk type recognized in the service operation volume of ITIL?
A Virtual
B. Outsourced
C. Centralized
D. Local


ANSWER. B. Outsourced


12. What is the primary focus of the business management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion


ANSWER. D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion


13. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
A. IT service continuity management
B. Change management
C. Financial management for IT services
D. Service catalog management


ANSWER. A. IT service continuity management


14. Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting


ANSWER. A. A request from a user for information, advice or for a standard change


15. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A. Service asset and configuration management
B. Problem management
C. Service catalogue management
D. Event management


ANSWER. D. Event management


16. Which one of the following do major incidents require?
A. Longer timescales
B. Less urgency
C. Separate procedures
D. Less documentation


ANSWER. C. Separate procedures


17. What is the BEST description of the purpose of the service operation stage of the service lifecycle?
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


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


18. In terms of adding value to the business, which one of the following describes service operation s contribution?
A. The cost of the service is designed, predicted and validated
B. Service value is visible to customers
C. Service value is modeled
D. Measures for optimization are identified



ANSWER. B. Service value is visible to customers


19. Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Resources and capabilities
C. Service requirements and warranty
D. Customer and user satisfaction


ANSWER. B. Resources and capabilities


20. Which one of the following statements BEST describes a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and back-ups are stored and protected


ANSWER. B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected



21. Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Third-party contracts
B. Service level agreements (SLAs)
C. The service portfolio
D. Operational level agreements (OLAs)


ANSWER. A. Third-party contracts


22. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A. To ensure that a service can be managed and operated in accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release


ANSWER. B. To design and develop capabilities for service management



23. Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites

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


ANSWER. A. 1,3 and 4 only



24. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service design


ANSWER. D. Service design


25. Which areas of service management can benefit from automation?
1. Design and modeling
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


ANSWER. D. All of the above


26. Which one of the following is the BEST definition of reliability?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or configuration item (CI) can perform its function without failing
D. How quickly a service or component can be restored to normal working order


ANSWER. C. How long a service or configuration item (CI) can perform its function without failing


27. Which one 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 maintained
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


ANSWER. B. Ensuring that service level agreements are maintained


28. Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders


ANSWER. D. To define and agree release and deployment plans with customers and stakeholders


29. Which one 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


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



30. Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of “the four Ps.” What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners


ANSWER. C. People, process, products, partners




31. Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy

3. Business impact analysis (BIA)
4. Risk assessment

A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only


ANSWER. C. 2, 3 and 4 only


32. What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff


ANSWER. A. An agreement between the service provider and another part of the same organization


33. Which one of the following generates demand for services?
A. Patterns of business activity (PBA)
B. Infrastructure trends
C. Cost of providing support
D. Service level agreements (SLA)


ANSWER. A. Patterns of business activity (PBA)


34. Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue


ANSWER. B. To ensure that service changes create the expected business value


35. Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem


ANSWER. A. Any change of state that has significance for the management of a configuration item (CI) or IT service



36. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
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 which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers


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



37. Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business


ANSWER. D. An incident which has a high priority or a high impact on the business


38. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution

A. None of the above
B. Both of the above
C. 2 only
D. 1 only


ANSWER. C. 2 only



39. Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items


ANSWER. C. Recording service desk staff absence


40. The multi-level SLA1 is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Configuration level
B. Service level
C. Corporate level
D. Customer level


ANSWER. A. Configuration level





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