ITIL EXAMS TEST PART 4 WITH ANSWERS

     ITIL EXAM TEST PART 4 WITH ANSWERS

1. Which of the following would NOT be contained in a release policy?

A. Naming and numbering conventions
B. Entry and exit criteria of the release into testing
C. Roles and responsibilities for the release
D. The risk register for the release

ANSWER: D. The risk register for the release

2. Which reason describes why ITIL is so successful?

A. It is not tied to any particular vendor platform
B. The five ITIL volumes are concise
C. It tells service providers exactly how to be successful
D. It is designed to be used to manage projects

ANSWER: A. It is not tied to any particular vendor platform

3. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A. A service object
B. An incident
C. A known error
D. A change

ANSWER: C. A known error

4. Which two elements of financial management for IT services are mandatory?

A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging

ANSWER: A. Budgeting and charging

5. What is the primary focus of business capacity 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

6. Which statement about the service portfolio is TRUE?

A. The service portfolio includes ail services except those managed by third parties
B. It is an integral part of the service catalogue
C. It allows the organization unlimited resources when planning for new service deployments
D. It represents all resources presently engaged or being released in various stages of the service lifecycle

ANSWER: D. It represents all resources presently engaged or being released in various stages of the service lifecycle

7. Which of the following statements describes the objectives of service asset and configuration management?

1. To identify, control, report and verify service assets and configuration items (CIs)
2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance

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

ANSWER: A. 1 and 2 only

8. Which stage of the change management process deals with what should be done if the change is unsuccessful?

A. Prioritization
B. Categorization
C. Remediation planning
D. Review and close

ANSWER: C. Remediation planning

9. Which of the following is MOST concerned with the design of new or changed services?

A. Change management
B. Service transition
C. Service design
D. Service strategy

ANSWER: C. Service design

10. Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA

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

ANSWER: D. Neither of the above

11. Which of the following statement about the service owner is INCORRECT?

A. Is a stakeholder in all of the IT processes which support the service they own
B. Contributes to continual improvement affecting the service they own
C. Carries out the day-to-day monitoring and operation of the service they own
D. Is accountable for a specific service within an organization

ANSWER: C. Carries out the day-to-day monitoring and operation of the service they own

12. Which Functions are included in IT operations management?

A. IT operations control and facilities management
B. Technical management and change management
C. Network management and application management
D. Facilities management and release management

ANSWER: A. IT operations control and facilities management 

13. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management

ANSWER: C. Business relationship management

14. The definitive media library is the responsibility of:

A. Facilities management
B. Access management
C. Request fulfillment
D. Service asset and configuration management

ANSWER: D. Service asset and configuration management

15. What are the three service provider business models?

A. Internal service provider, outsourced 3rd party and off-shore party
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit

ANSWER. D. Internal service provider, external service provider, shared service unit

16. Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included

ANSWER. D. Any changes that would benefit the organization are included

17. Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes

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

ANSWER. D. All of the above

18. Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special

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

ANSWER: B. 1 and 2 only

19. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Serviceability
B. Capacity
C. Availability
D. Continuity

ANSWER: C. Availability

20. Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record

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

ANSWER: C. Both of the above

21. Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication

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

22. Where would all the possible service improvement opportunities be recorded?

A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database

ANSWER: A. CSI register

23. Which of the following statements correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency

ANSWER: D. Priority should be based on impact and urgency

24. Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

A. Service strategy
B. Service operation
C. Service transition
D. Continual service improvement

ANSWER: B. Service operation

25. Which of the following is NOT a benefit of using public frameworks and standards?

A.Knowledge of public frameworks is more likely to be widely distributed
B.They are always free ensuring they can be implemented quickly
C.They are validated across a wide range of environments making them more robust
D.They make collaboration between organizations easier by giving a common language

ANSWER: B.They are always free ensuring they can be implemented quickly

26. Which of the following statements about processes is INCORRECT?

A. They are measurable
B. They are units of organizations
C.They deliver specific results
D.They respond to specific events

ANSWER: B. They are units of organizations

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