Monday, 10 October 2016

ITIL EXAMS TEST PART 3 WITH ANSWERS


                   ITIL EXAM TEST PART 3 WITH ANSWERS

1. Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management


ANSWER. A. Supplier management and service level management


2. Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management


ANSWER. D. Service asset and configuration management


3. Which one of the following activities is NOT part of the Deming Cycle?
A. Co-ordinate
B. Plan
C. Do
D. Act


ANSWER. A. Co-ordinate


4. Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer


ANSWER. D. An agreement between the service provider and their customer


5. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

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


ANSWER. D. All of the above



6. In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only


ANSWER. A. Both of the above


7. Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service


ANSWER. D. An agreement that covers one service for all customers of that service


8. Which one of the following activities would be performed by access management?
A. Providing physical security for staff at data centers and other buildings
B. Managing access to computer rooms and other secure locations
C. Managing access to the service desk
D. Managing the rights to use a service or group of services


ANSWER. D. Managing the rights to use a service or group of services


9. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, request fulfillment, and event management
D. Incident management, service desk, request fulfillment, access management, and event management


ANSWER. A. Event management, incident management, problem management, request fulfillment, and access management


10. Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

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


ANSWER. B. 1,2 and 3 only


11. Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D. To define testing scripts to ensure service transitions are unlikely to ever fail


ANSWER. A. Provide overall planning for service transitions and co-ordinate the resources they require


12. From the perspective of the service provider, who is the person or group that agrees their service targets?
A The customer
B. The user
C. The supplier
D. The administrator


ANSWER. A The customer


13. What is the act of transforming resources and capabilities into valuable service better known as?
A. Service support
B. Incident management
C. Resource management
D. Service management


ANSWER. D. Service management


14. What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. External service
D. Internal service


ANSWER. D. Internal service


15. Which of the following is NOT a source of best practice?
A. Technology
B. Standards
C. Academic research
D. Internal experience


ANSWER. A. Technology


16. Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers


ANSWER. A. The SLA covers one service, for all the customers of that service


17. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management


ANSWER. B. Financial management


18. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase ‘Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision’?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?


ANSWER. B. Where do we want to be?


19. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A. Service operation
B. Service transition
C. Service strategy
D. Continual service improvement


ANSWER. D. Continual service improvement


20. Who is responsible for defining metrics for change management?

A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager

ANSWER. A. The change management process owner


21. Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

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



ANSWER. A. 1 and 3 only


22. Which process would you MOST expect to be involved in the management of underpinning contracts?
A. Change management
B. Service catalogue management
C. Supplier management
D. Release and deployment management


ANSWER. C. Supplier management


23. Which of the following is NOT an objective of request fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the service catalogue with services that may be requested through the service desk
C. To provide a channel for users to request and receive standard services
D. To source and deliver the components of standard services that have been requested


ANSWER. B. To update the service catalogue with services that may be requested through the service desk



24. Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome

A. 1 only
B. Neither of the above
C. 2 only
D. Both of the above


ANSWER. D. Both of the above


25. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A. Both of the above
B. 2 only
C. Neither of the above
D. 1 only


ANSWER. D. 1 only


26. Which role is accountable for the operational management of a process?
A. Process practitioner
B. Service manager
C. Process manager
D. Change manager


ANSWER. C. Process manager


27. Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

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


28. Which process has the following objective, ‘Produce service design packages (SDPs) based on service charters and change requests’?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management


ANSWER. B. Design coordination


29. Which of the following identifies the purpose of design coordination?
A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
B. Ensuring all service designs have availability designed into them
C. Designing of all the links between every service design process and all other processes in the service lifecycle
D. Control of all supplier relationships from design right through to the production environment


ANSWER. A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle


30. Which process would maintain policies, standards and models for service transition activities and processes?
A. Change management
B. Capacity management
C. Service transition planning and support
D. Release management


ANSWER. C. Service transition planning and support



31. Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D. To define testing scripts to ensure service transitions are unlikely to ever fail

ANSWER. A. Provide overall planning for service transitions and co-ordinate the resources they require
32.Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database

ANSWER. D. A known error database

33. Which of the following is the BEST description of a centralized service desk?

A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
ANSWER. D. There is a single desk in one location serving the whole organization

34. What are the categories of events described in the ITIL service operation book?

A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
ANSWER. C. Informational, warning, exception

35. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management

ANSWER. B. Problem management


36. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation

ANSWER. A. Categorization

37. Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change

ANSWER. B. Planning the steps required to be taken if a change is unsuccessful

38. Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the service desk can be logged
C. All incidents must be fully logged
D. The service desk decide which incidents to log

ANSWER. C. All incidents must be fully logged

39. Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management

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

ANSWER. C. 2 and 4 only

40. Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes

A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above


ANSWER. C. 1 and 3 only

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