ITIL Quiz Flashcards
1
Q
- What is ITIL?
A. Rules for achieving recognized IT standards
B. Good advice about how to manage IT services
C. Advice on managing projects
D. Advice on the technical requirements for infrastructure
A
- B. ITIL is a framework of best practice advice based on processes for the
management of IT services that provide value to the business.
2
Q
2. What is an IT service provider? A. An internal IT department B. An external outsourced IT department C. Either an internal IT department or an external IT department D. A business unit database
A
- C. An IT service provider is the provider of IT services for the organization; it can be either
internal or external. More information regarding this can be found in Chapter 1.
3
Q
3. Who “owns” ITIL? A. The U.S. government B. Microsoft C. The U.K. government D. The Open Group
A
- C. ITIL is owned by the U.K. government, which drew up the guidance in the late 1980s,
based on best practices used by successful IT organizations. It has been periodically
refreshed, with the most recent edition being released in 2011. More information regarding
this can be found in Chapter 1.
4
Q
4. Which of these is not a stage in the ITIL service lifecycle? A. Service design B. Service implementation C. Continual service improvement D. Service operation
A
- B. The fi ve stages of the ITIL service lifecycle are service strategy, service design, service
transition, service operation, and continual service improvement. More information
regarding this can be found in Chapter 1.
5
Q
- The knowledge management process maintains and updates a tool used for knowledge
management. What is this system called?
A. The service management tool
B. The knowledge base for service management
C. The service knowledge management system
D. The service management
A
- C. The tool is called the service knowledge management system (SKMS) and is a repository
for information, data, and knowledge relating to service management. This has important
connections for managing information and knowledge throughout the whole service lifecycle.
More information can be found on the SKMS in Chapter 9.
.
6
Q
- A service must provide which of the following to deliver business value?
A. Sufficient capacity, the agreed level of security, and alignment to the
organization’s project management methodology
B. Sufficient capacity and the agreed level of security
C. The agreed level of security and alignment to the organization’s project management
methodology
D. The agreed level of security
A
- B. Every new or changed service must be capable of delivering the service without running
out of capacity. It must also be secure enough to protect the organization’s data. There is
no requirement to use any particular project management methodology. More information
regarding this can be found in Chapter 1.
7
Q
- In the ITIL guidance on incident management, what is one of the key purposes of the
incident management process?
A. The purpose of incident management is to restore normal service operation as quickly
as possible.
B. The purpose of incident management is to prevent incidents from occurring by
identifying the root cause.
C. The purpose of incident management is to prevent changes from causing incidents
when a change is implemented.
D. The purpose of incident management is to ensure that the service desk fulfills all
requests from users.
A
- A. The purpose of the incident management process is to restore normal service operation
as quickly as possible, while minimizing the adverse impact to the business of outages in
service. Normal service operation is the agreed level of service documented for the delivery
of the service. More information can be found on the incident management process in
Chapter 11.
8
Q
- A service catalog contains which of the following?
A. Details of all services being developed
B. Details of all services being considered
C. Details of all services currently available to the users
D. Details of all services
A
- C. The catalog includes services that are available to users. The services being considered or
developed are in the service pipeline. Details of all services, including those being developed,
the operational services, and the retired services, are in the service portfolio. More information
regarding this can be found in Chapter 6.
9
Q
9. The predicted costs and benefits of a proposed new service are documented in which of the following documents? A. The project plan B. The service strategy C. The business case D. The improvement register
A
- C. The business case contains the justifi cation for a signifi cant item of expenditure. It
includes information about costs, benefi ts, options, issues, risks, and possible problems.
More information regarding this can be found in Chapter 2.
10
Q
10. The agreement between an IT service provider and their customers regarding the services provided is called what? A. Service charter B. Service contract C. Service level agreement D. Service targets
A
- C. The service level agreement contains information about the service to be provided, the
targets that need to be met, and the responsibilities of both customer and IT provider. More
information regarding this can be found in Chapter 5.
11
Q
- What is meant by the term request fulfillment in the ITIL framework?
A. Request fulfillment is a means of managing the changes that users request in the
IT environment.
B. Request fulfillment is used to deliver non-IT-related business components to the users.
C. Request fulfillment is a process for managing the requests from users to the
IT department.
D. Request fulfillment is the report produced on the number of password resets carried
out by the IT department.
A
- C. Request fulfi llment is a key operational process in the service operation stage of the
service lifecycle. This process is used to ensure that requests made by users for information,
advice, or standard components are handled effi ciently. More information on request fulfi llment
can be found in Chapter 12
12
Q
- Which of the following should be considered when drawing up a capacity plan?
- The business plan to streamline its operations
- The possibility of moving a business operation such as a call center overseas
- New advances in technology
- Plans to restructure the IT department
A. 1 and 2
B. 1, 2, and 3
C. All of the above
D. 1, 3, and 4
A
- B. Plans by the business to reduce its head count or number of locations would affect the
capacity required. New technology may offer increased capacity at the same or lower cost.
The structure of the IT department should have no effect on capacity requirements of the
business. More information regarding this can be found in Chapter 6.
13
Q
13. An availability plan should consider the requirements for what period? A. For the next 24 hours B. For the next week C. For the next month D. For the next 12 to 18 months
A
- D. The availability plan looks ahead to ensure that the design that is delivered meets the
availability requirements when the service is delivered and for the next 12 to 18 months.
More information regarding this can be found in Chapter 6.
14
Q
- Which of the following is true about change management?
A. All changes, however small, must be approved by the change advisory board before
implementation.
B. Emergency changes are too urgent to need approval before implementation.
C. Low-risk changes may be preapproved.
D. The change advisory board is for technical assessment and approval of changes only.
A
- C. Low risk, or “standard,” changes may be preapproved by the change manager and
require only to be logged before being implemented; only higher-risk changes need approval
before implementation. Emergency changes need to be approved by a small number of key
people who make up the emergency change advisory board. The change advisory board
should include business representatives and others (such as training department representatives)
to ensure that all aspects of the change have been considered. More information
regarding this can be found in Chapter 8.
15
Q
15. Which of the following is not a category of supplier described in ITIL? A. Strategic B. Operational C. Preferred D. Commodity
A
- C. ITIL describes four types of supplier.