Saturday, 8 October 2016

ITIL EXAMS TEST PART 1 WITH ANSWERS

                                 ITIL EXAMS TEST 1 WITH ANSWERS



1. What does the continual service improvement (CSI) approach enable a  business to achieve?
A. It keeps the communication going within the business
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers


ANSWER.
B. It helps the business in making decisions on improvement initiatives


2. Which of the following BEST describes an operational level agreement (OLA)?
A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.


ANSWER.
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.


3. Which of the following is NOT an objective of the operations management function?
A. Swift application of skills to diagnose any IT operations failures that occur
B. Delivering operational improvements to achieve reduced costs
C. Management of the definitive media library (DML)
D. Maintenance of status quo to achieve stability of day to day processes and activities


ANSWER
C. Management of the definitive media library (DML)


4. What is the BEST description of an external customer?
A. Someone who works in the same organization but in a different business unit to the service provider
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver


ANSWER
C. Customers who are not part of the same organization as the service provider


5. How is a service delivered between departments of the same organization classified?
A. Internal service
B. External service
C. Mission critical service
D. Organizational service

ANSWER
    A.    Internal service



6. What BEST describes the value of service transition to the business?
A. It supports the creation of a catalogue of services
B. It leads to gradual and continual improvement in service quality
C. It provides quick and effective access to standard services
D. It results in higher volumes of successful change


ANSWER
D. It results in higher volumes of successful change


7. Which is an objective of access management?
A. To efficiently respond to requests for granting access to services
B. To detect changes of state that have significance for management of an IT service
C. To assist with general information, complaints or comments
D. To minimize the impact of incidents that cannot be prevented


ANSWER
   A.   To efficiently respond to requests for granting access to services


8. What should be documented as part of every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions


ANSWER
     A.   The process owner, process policy and set of process activities


9. What BEST defines serviceability?
A. How quickly a service or component can be restored to normal working order
B. How long a service or component can perform its agreed function without failure
C. The ability of a third-party supplier to meet the terms of its contract
D. The part of the business process that is critical to providing the service


ANSWER
C. The ability of a third-party supplier to meet the terms of its contract


10. In service design, which term describes services, technologies and tools?
A. People
B. Partners
C. Products
D. Processes


ANSWER
C   Products


11. What should a release policy include?
A. Roles and responsibilities across all the service transition processes
B. Roles and responsibilities for updating the configuration management database (CMDB)
C. Criteria and authorization to exit early life support and handover to the service operation function
D. How request for changes (RFCs) are approved for software releases in the IT production environment


ANSWER.   C. Criteria and authorization to exit early life support and handover to the service operation function


12. Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
A. Service portfolio management
B. Service level management
C. Service catalogue management
D. Service capacity management


ANSWER. C. Service catalogue management


13. What BEST describes an important principle of communication in service operation?
A. It is efficient, effective and economical for all IT services
B. It has an intended purpose or a resultant action
C. It focuses on creating a relationship between processes and products
D. It has responsibility for creating policies


ANSWER. B. It has an intended purpose or a resultant action


14. What is an objective of event management?
A. To maintain user satisfaction with the quality of IT services
B. To detect changes of state that have significance for management of an IT service
C. To provide a channel for users to receive standard services that they are expecting
D. To minimize the impact of incidents due to service failures that cannot be prevented


ANSWER. B. To detect changes of state that have significance for management of an IT service



15. Where are the details of core and enhancing services provided?
A. The definitive media library
B. The configuration management system
C. The service portfolio
D. The service catalogue


ANSWER. D. The service catalogue


16. Which is used to assess business demand for services?
A. Premium business assets
B. Patterns of business activity
C. Provider business assets
D. Predicted business architecture

ANSWER. B. Patterns of business activity


17. What BEST describes the value of service operation to the business?
A. It supports the creation of a portfolio of quantified services
B. It ensures IT services are continuously aligned to business requirements
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages 


ANSWER. C. It defines the control of service assets and configurations


18. Which process analyses services that are no longer viable and when they should be retired?
A. Change management
B. Service portfolio management
C. Service level management
D. Business relationship management


ANSWER. B. Service portfolio management


19. What BEST defines roles and responsibilities in relation to process and activities?
A. Human resource model
B. Configuration baseline
C. Service model
D. RACI matrix


ANSWER. D. RACI matrix


20. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A. Testing the tool and training process managers on using the process
B. Development or purchase of tools and deployment of the tools
C. Training tool administrators how to manage tools and monitoring tool performance in operational environment
D. Development or purchase of tools and deployment of the process


ANSWER. A. Testing the tool and training process managers on using the process
                    D. Development or purchase of tools and deployment of the process


21. Which three types of metric support Continual Service Improvement (CSI) activities?
A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics


ANSWER. C. Technology metrics, process metrics and service metrics


22. Which of the following are CORRECT Service Design Aspects?
1. Service Solutions for new or changed services
2. Management policies and guidelines
3. Business requirements technology and management architectures
4. Process requirements technology and management architectures

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


ANSWER. A. 1 and 4


23. Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service design
B. Service level management
C. Service operation
D. Service transition


ANSWER. A. Service design


24. What is the BEST definition of a definitive media library?
A.It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
B.It is a structured document with definitive information regarding all live IT services, including those available for deployment.
C.It is a secure library in which the latest versions of authorized software items are stored and protected.
D. It is a set of tools and databases that is used to manage knowledge, information and data.


ANSWER. C.It is a secure library in which the latest versions of authorized software items are stored and protected.


25. Which is an objective of the design coordination process?
A. To document the initial structure and relationship between services and customers
B. To ensure that all changes are assessed for their impact on service designs
C. To ensure service design packages are handed over to service transition

D. To handover new service level requirements to the service level management process

ANSWER. C. To ensure service design packages are handed over to service transition


26. What BEST defines IT service management?

A. The implementation and management of quality IT services that meet business needs
B. The customer of an IT service provider who defines and agrees the service targets
C. An organization supplying services to only external customers
D. The resources that are utilized to provide value to customers through services


ANSWER. A. The implementation and management of quality IT services that meet business needs


27. Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The service owner
B. The process manager
C. The process practitioner
D. The process owner


ANSWER. D. The process owner


28. What are the two MAJOR activities in problem management?
A. Reactive and technical
B. Proactive and reactive
C. Technical and service
D. Resource and proactive


ANSWER. B. Proactive and reactive


29. Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach?
A. Policy and governance review
B. Baseline assessments
C. Service and process improvement
D. Measurable targets


ANSWER. C. Service and process improvement


30. An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?
A. A service level escalation
B. A functional escalation
C. An incident resolution
D. A hierarchic escalation


ANSWER. B. A functional escalation


31. Which statement about service review meetings is FALSE?
A. Progress and success of the service improvement program (SIP) should be reviewed
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Actions from service review meetings should only be assigned to the service provider


ANSWER. D. Actions from service review meetings should only be assigned to the service provider


32. What is the PRIMARY process for strategic communication with the service provider’s customers?
A. Service catalogue management
B. Service portfolio management
C. Business relationship management
D. Service desk


ANSWER. C. Business relationship management


33. Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To deliver and manage IT services at agreed levels to business users
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To ensure that changes are recorded and evaluated


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


34. What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. Internal customers
C. Valued customers
D. External customers


ANSWER. B. Internal customers


35. Access management is closely related to which other process?
A. Information security management
B. 3rd line support
C. Capacity management
D. Change management

ANSWER. A. Information security management



36. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A. Service design
B. Service strategy
C. Service transition
D. Service operation


ANSWER. A. Service design



37. Which of the following is the BEST reason for categorizing incidents?
A. To identify whether the user is entitled to log an incident for this particular service
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To establish trends for use in problem management and other IT service management (ITSM) activities


ANSWER. D. To establish trends for use in problem management and other IT service management (ITSM) activities


38. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B. No: the Known Error should be created before the problem is logged
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service


ANSWER. A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so



39. Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

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


ANSWER. D. All of the above


40. Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

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


ANSWER. D. All of the above




1 comment:

  1. Q17 should be "D" i think. "C" is the value for business of SACM and so service transition.

    ReplyDelete