ITIL Practice Test Flashcards
Which process is responsible for controlling, recording and reporting on the relationships relating
to components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
D. Service asset and configuration management
What does the acronym “RACI” stand for in the RACI Model?
Responsible
Accountable
Consulted
Informed
Which of the following is NOT an aim of the change management process?
A. To ensure the impact of changes is better understood
B. To ensure standardized methods and procedures are used for efficient and prompt handling of
changes
C. To ensure that all changes to service assets and configuration items (CIs) are recorded in the
configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users
D. To deliver and manage IT services at agreed levels to business users
Which of the following questions does the guidance in service strategy help to answer?
- What services should we offer and to whom?
- How do we differentiate ourselves from competing
alternatives? - How do we create value for our customers?
A. 1 only
B. 2 only
C. 3 only
D. All of the above
D. All of the above
Which of the following are within the scope of service asset and configuration management?
- Identification of configuration items (CIs)
- Recording relationships between CIs
- Recording and control of virtual CIs
- Approving finance for the purchase of software to support service asset and configuration management
A. 1, 2, and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
A. 1, 2, and 3 only
Which of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
service
Which of the following drives demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
A. Infrastructure trends
Which of the following availability management activities are considered to be proactive as
opposed to reactive?
- Monitoring system availability
- Designing availability into a proposed solution
A. Neither of the above
B. Both of the above
C. 1 only
D. 2 only
D. 2 only
What do technology metrics measure?
A. Components
B. Processes
C. The end to end service
D. Customer satisfaction
A. Components
What is the BEST description of the purpose of service operation?
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
D. To deliver and manage IT services at agreed levels to business users and customers
In which core publication will you find detailed descriptions of service catalogue management,
information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
B. Service design
When can a known error record be raised?
- At any time when it would be useful to do so
- After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
D. Both of the above
Which of the following would a major problem review examine?
- Things that were done correctly
- Things that were done incorrectly
- How to prevent recurrence
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
D. All of the above
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
A. The value of a service
At which stage of the service lifecycle should the processes needed to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
A. Service design: Design the processes
What does the scope of Financial Management include?
Budgeting
IT Accounting
Charging
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
C. Value
Which of the following is the goal or purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
D. To ensure that an agreed level of IT service is provided for all current IT services
Which of the following is the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
B. Third-party contracts
Which of the following is the BEST definition of the term service management?
A. A set of specialized organizational capabilities for providing value to customers in the form of
services
B. A group of interacting, interrelated, or independent components that form a unified whole,
operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
A. A set of specialized organizational capabilities for providing value to customers in the form of
services
The definition “A set of specialized organizational capabilities for providing value to customers in the form of services” best describes?
A. Service Management
B. Service Design
C. Service Transition
D. Service Operation
A. Service Management
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
B. Governance
Which 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. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
D. Restoring normal service operation as quickly as possible
Which 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 current
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
B. Ensuring that service level agreements are current
Which of the following is NOT a responsibility of service transition?
A. To ensure that a service can be managed, operated and supported within constraints specified
by design
B. To design and develop capabilities for service management
C. To provide quality knowledge of change and release and deployment management
D. To plan the resource requirements to manage a release
B. To design and develop capabilities for service management
Which 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
C. The configuration management system is part of the service knowledge management system
Which of the following activities are carried out in the “Where do we want to be?” step of the
continual service improvement (CSI) model / approach?
A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets
D. Defining measurable targets
Which areas of service management can benefit from automation?
- Design and modelling
- Reporting
- Pattern recognition and analysis
- 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
D. All of the above
Which process is responsible for monitoring an IT service and detecting when the performance
drops below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
B. Event management
Which of the following are the MAIN objectives of incident management?
- To automatically detect service affecting events
- To restore normal service operation as quickly as possible
- To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
B. 2 and 3 only
The information that is passed to service transition to enable the implementation of a new service
is called what?
A. A service level package (SLP)
B. A service transition package (STP)
C. A service design package (SDP)
D. A new service package (NSP)
C. A service design package (SDP)
Which of the following are managed by facilities management? 1. Hardware within a data center or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
C. 1, 3 and 4 only
Which of the following is NOT a part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking the overall service strategies and ensuring they are reflected in the Service Design
process and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
A. Designing and maintaining all necessary service transition packages
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
A. Service design
Which of the following is commonly found in a contract underpinning an IT service?
- Financial arrangements related to the contract
- Description of the goods or service provided Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
D. All of the above
Who is responsible for defining key performance indicators (KPIs) 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
A. The change management process owner
The ‘multi-level SLA’ is a three-layer structure. Which of the following layers is NOT part of this type of SLA?
A. customer level
B. service level
C. corporate level
D. configuration level
D. configuration level
What is the BEST description in 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 with a high priority or which has high impact on the business
D. An incident with a high priority or which has high impact on the business
Which of the following activities is NOT a part of the Derning Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
D. Co-ordinate
Which of the following is commonly found in a contract underpinning an IT service?
- Financial arrangements related to the contract
- Description of the goods or service provided
- Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
D. All of the above
Which of the following is the BEST definition of an event?
A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
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
A. Any detectable or discernible occurrence that has significance for the management of the IT
infrastructure
Which of the following is the BEST description of a service-based service level agreement?
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
D. An agreement that covers one service for all customers of that service
Which of the following provides the PRIMARY source of guidance on what needs to be protected
by information security management?
A. IT management
B. Service desk manager
C. Business management
D. the change manager
C. Business management
Which of the following is NOT an aim of the change management process?
A. To ensure the impact of changes is better understood
B. To ensure standardized methods and procedures are used for efficient and prompt handling of
changes
C. To ensure that all changes to service assets and configuration items
D. To deliver and manage IT services at agreed levels to business users
D. To deliver and manage IT services at agreed levels to business users
Which of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To plan and manage the resource requirements for releases
C. To provide quality knowledge of incident and problem management
D. To plan and manage entries in the service catalogue.
B. To plan and manage the resource requirements for releases
In which of the following areas would the ITIL complementary guidance be of assistance?
- Adapting best practice for specific industry sectors
- Integrate ITIL with other operating models
A. both of the above
B. Niether of the above
C. 1 only
D. 2 only
A. both of the above
Which core publication will you find detailed descriptions of service catalog management,
information security and support management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
B. Service design
Which of the following questions does the guidance in service strategy help to answer?
- What services should we offer and to whom?
- How do we differentiate ourselves from competing alternatives?
- How do we create value for our customers?
A. 1 only
B. 2 only
C. 3onfy
D. All of the above
D. All of the above
Customer perceptions and business outcomes help lo define what?
A. The value off a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
A. The value off a service
Which of the following is NOT defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
C. Functions
Which of the following is event management NOT used for?
A. Intrusion detection in the data center
B. Recording and monitoring environmental conditions in the data center
C. Recording service desk staff absence
D. Monitoring the status of configuration items
A. Intrusion detection in the data center
Which process is responsible for sourcing and delivering components of requested standard
services?
A. Request fulfillment
B. service portfolio management
C. service desk
D. IT finance
A. Request fulfillment
Which of the following availability management activities is/are considered to be proactive as
opposed to reactivate?
- Monitoring system availability
- Designing availability into a proposed solution
A. Neither of the above
B. Both of the above
C. 1 only
D. 2 only
D. 2 only
Which of the following are within the scope of service asset and configuration management?
- Identification of configuration items (CIs)
- Recording relationships between CIs
- Recording and control of virtual Cis
- Approving finance for the purchase of software to support service asset and configuration management
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
A. 1, 2 and 3 only
Which process is responsible for ensuring that appropriate testing of a service or application takes place?
A. Knowledge management
B. release and department management
C. service asset and configuration management
D. service level management
C. service asset and configuration management
Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) model
D. The Deming Cycle
A. RACI model
Which of the following is an example of capabilities?
A. Menu driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code
B. Calls to the service desk to register standard changes
Which of the following activities is performed by application management?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application
B. Ensuring that the required functionality is available to achieve the required business outcome
Which of these activities would be performed by a service desk?
- Logging details of incidents and service requests
- Providing first-line investigation and diagnosis
- Restoring services
- 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
B. 1, 2 and 3 only
Which of the following are valid parts of the Service Portfolio?
- Service Pipeline
- Service Knowledge Management System (SKMS)
- Service Catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
C. 1 and 3 only
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
A. Facilities Management
B. Access Management
C. Request Fulfilment
D. Service Asset and Configuration Management
D. Service Asset and Configuration Management
What are the processes within Service Operation?
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
Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event
Management
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
Which of the following are objectives of Supplier Management?
- Negotiating and agreeing Contracts
- Updating the Supplier and Contract database
- Planning for possible closure, renewal or extension of contracts
- Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
A. 1, 2 and 3 only
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A Service Change
B. A Change Model
C. A Pre-approved Change
D. A Change Advisory Board
A. A Service Change
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 request of a failed change
B. Planning the steps required to be taken if a Change is unsuccessful
Which of the following are objectives of Service Design?
- Design Services to satisfy business objectives.
- Identify and manage risk.
- Design effective and efficient processes
- Design a secure and resilient IT infrastructure.
A. 1 Only
B. 2 and 3 only.
C. 1, 2 and 4 only.
D. All of the above
A. 1 Only
Which of the following could BEST be described as “A decision support and planning tool that projects
the likely consequences of a business action”?
A. A Problem model
B. A Service Improvement Plan (SIP)
C. A Request for Change (RFC)
D. A Business Case
D. A Business Case
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level.
D. The terms and conditions in an IT outsource contract.
A. A decision support and planning tool that projects the likely consequences of a business action
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving
services and service management processes?
A. Plan
B. Do
C. Check
D. Act
A. Plan
Service Transition contains detailed descriptions of which processes?
A. Change Management, Service Asset and Configuration Management, Release and
Deployment Management
B. Change Management, Capacity Management Event Management, Service Request
Management
C. Service Level Management, Service Portfolio Management, Service Asset and Configuration
Management
D. Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfillment
A. Change Management, Service Asset and Configuration Management, Release and
Deployment Management
In the phrase “People, Processes, Products and Partners”. Products refers to:
A. IT Infrastructure and Applications
B. Services, technology and tools
C. Goods provided by third parties to support the IT Services
D. All assets belonging to the Service Provider
B. Services, technology and tools
Which of the following BEST describes a Problem?
A. A Known Error for which the cause and resolution are not yet known
B. The cause of two or more Incidents
C. A serious Incident which has a critical impact to the business
D. The cause of one or more Incidents
D. The cause of one or more Incidents
Which 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 overall business risk of Change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
D. To define and agree release and deployment plans with customers and stakeholders
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A. Availability Management
B. Demand Management
C. Financial Management
D. Service Level Management
B. Demand Management
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
D. Technology, process and service
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
B. Only one - the process owner
Event Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
C. Service Operation
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Service Level Manager
C. The Customer
D. The Finance department
A. The Service Provider
Which of the following statements is CORRECT?
A. The Configuration Management System is part of the Known Error Data Base
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
C. The Configuration Management System is part of the Service Knowledge Management system
The MAIN purpose of the Service Portfolio is to describe services in terms of?
A. Business Value
B. Functionality
C. IT Assets
D. Service Level Requirements
A. Business Value
“Service Management is a set of specialized organizational capabilities for providing value to
customers in the form of services”. These specialized organizational capabilities include which of
the following?
A. Markets and Customers
B. Functions and Processes
C. People, products and technology
D. Applications and Infrastructure
B. Functions and Processes
