Axelos ITIL v.3 Test

Question 1

Which of the following examples is a source of best practice?

Answer 1

ISO / IEC 20000

Question 2

Which is the CORRECT explanation of how a service facilitates an outcome?

Answer 2

By enhancing the performance of associated tasks and reducing the effect of constraints

Question 3

What ITIL term is used for customers of IT services who do NOT work in the same organization
as the service provider?

Answer 3

External customers

Question 4

What should be defined for every process?

Answer 4

The process owner, process policy and set of process activities

Question 5

All of the stages of the ITIL lifecycle have a role to play in ensuring the delivery of high quality IT services at optimum cost.
Which of these has the BEST opportunity to prevent difficulties as early as possible and minimize the cost of any remedial work?

Answer 5

Service design

Question 6

Which is NOT part of the service transition stage of the service lifecycle?

Answer 6

Designing and developing capabilities for service management

Question 7

Which is an objective of service operation?

Answer 7

To coordinate and carry out the activities and processes required to deliver services to the business and manage them at agreed levels

Question 8

Which is the BEST description of a business case?

Answer 8

A decision support and planning tool that details the likely consequences of a business action

Question 9

Which of these statements about service asset and configuration management is CORRECT?

1. A configuration item (CI) can be a component part of one or more other CIs
2. How an organization groups components into configuration items will depend on the level of
   control they wish to exert
3. A single configuration management database (CMDB) is the objective for an organization
4. All CMDB audits should be conducted by external auditors using a CMDB standard

Answer 9

1. A configuration item (CI) can be a component part of one or more other CIs
2. How an organization groups components into configuration items will depend on the level of
   control they wish to exert

Question 10

Which BEST defines availability?

Answer 10

The ability of a service, component or CI to perform its agreed function when required

Question 11

The definitive media library is the responsibility of:

Answer 11

Service asset and configuration management

Question 12

A cause of one or more incidents’ is the ITIL definition of which of these terms?

Answer 12

A problem

Question 13

Where would all the possible service improvement opportunities be recorded?

Answer 13

CSI register

Question 14

Which is NOT a defined area of value?

Answer 14

Business policies

Question 15

An Internal IT department would be considered which one of the ‘four Ps’ of service design?

Answer 15

People

Question 16

Which do technology metrics measure?

Answer 16

Components

Question 17

What is the next step in the continual service improvement (CSI) approach:

1. What is the vision?
2. Where are we now?
3. Where do we want to be? 4. How do we get there?
4. Did we get there?
5. ?

Answer 17

How do we keep the momentum going?

Question 18

Which do service metrics measure?

Answer 18

The end-to-end service

Question 19

In which document would you expect to see an overview of actual service achievements against targets?

Answer 19

SLA monitoring (SLAM) chart

Question 20

Where should a customer’s initial service targets be recorded before the service level agreement (SLA) is produced?

Answer 20

In a list of service level requirements (SLR)

Question 21

The remediation plan should be evaluated at what point in the change lifecycle?

Answer 21

Before the change is approved

Question 22

Which of the following lists shows change types defined in ITIL?

Answer 22

Standard, emergency and normal

Question 23

Which is the BEST reason for categorizing incidents?

Answer 23

To identify trends for use in problem management and other IT service management activities

Question 24

What should be documented in an incident model?

1. Chronological order of steps to resolve the incident
2. Details of the service level agreement (SLA) targets and reliability
3. Details of agreed service continuity requirements
4. Escalation procedures for who should be contacted and when

Answer 24

1. Chronological order of steps to resolve the incident

4. Escalation procedures for who should be contacted and when

Question 25

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Answer 25

Problem management

Question 26

With which process is problem management likely to share categorization and impact coding systems?

Answer 26

Incident management

Question 27

Which process includes ‘facilitating good management of service and customer assets’ as an objective?

Answer 27

Financial management for IT services

Question 28

Which process is responsible for recording the current details, status, interfaces and dependencies of all live services and services that are about to be implemented?

Answer 28

Service catalogue management

Question 29

Which process includes business, service and component sub-processes?

Answer 29

Capacity management

Question 30

Which service design process would ensure that utility and warranty requirements are properly addressed in all service designs?

Answer 30

Design coordination

Question 31

Which process is responsible for ensuring that appropriate testing takes place?

Answer 31

Release and deployment management

Question 32

Which term describes the experiences, ideas, insights and values of individuals?

Answer 32

Knowledge

Question 33

What is the purpose of transition planning and support?

Answer 33

Provide overall planning for service transitions and coordinate the resources they require

Question 34

Which would NOT involve event management?

Answer 34

Recording service desk staff absence

Question 35

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Answer 35

Request fulfilment

Question 36

Which is the BEST description of a centralized service desk?

Answer 36

There is a single desk in one location serving the whole organization

Question 37

Which is an objective of application management?

Answer 37

Ensuring that the required functionality is available to achieve the required business outcome

Question 38

Which statement about a service owner is INCORRECT?

Answer 38

Carries out the day-to-day monitoring and operation of the service they own

Question 39

Which rule should be followed when defining a RACI authority matrix?

Answer 39

Only one person is accountable

Question 40

Which does NOT benefit from service automation?

Answer 40

Wisdom