ITIL Sample 3

Question 1

What is the definition of change?

To ensure that accurate and reliable information about the configuration of services is available
To make new and changed services and features available for use
To move new or changed hardware, software, or any other component to live environments
To add, modify or remove anything that could have a direct or indirect effect on services

Answer 1

To add, modify or remove anything that could have a direct or indirect effect on services

Question 2

Which is a recommendation of the ‘continual improvement’ practice?

'Continual improvement' should be isolated from other practices
All improvements should be managed as multi-phase projects
There should at least be a small team dedicated to leading 'continual improvement' efforts
External suppliers should be excluded from improvement initiatives

Answer 2

There should at least be a small team dedicated to leading ‘continual improvement’ efforts

Question 3

Which is a recommendation of the ‘continual improvement’ practice?

'Continual improvement' should be isolated from other practices
All improvements should be managed as multi-phase projects
There should at least be a small team dedicated to leading 'continual improvement' efforts
External suppliers should be excluded from improvement initiatives

Answer 3

There should at least be a small team dedicated to leading ‘continual improvement’ efforts

Question 4

Which is NOT usually included as part of incident management?

The use of specialized knowledge for complicated incidents
Scripts for collecting initial information about incidents
Detailed procedures for the diagnosis of incidents
Formalized procedures for logging incidents

Answer 4

Detailed procedures for the diagnosis of incidents

Question 5

What should be done first when applying the ‘focus on value’ guiding principle?

The use of specialized knowledge for complicated incidents
Scripts for collecting initial information about incidents
Detailed procedures for the diagnosis of incidents
Formalized procedures for logging incidents

Answer 5

Detailed procedures for the diagnosis of incidents

Question 6

What should be done first when applying the ‘focus on value’ guiding principle?

Determine the cost of providing the service
Identify all suppliers and partners involved in the service
Determine who the service consumer is in each situation
Identify the outcomes that the service facilitates

Answer 6

Determine who the service consumer is in each situation

Question 7

Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control

3 and 4
1 and 2
2 and 3
1 and 4

Answer 7

1 and 4

Question 8

Which is a recommendation of the ‘service desk’ practice?

Service desks should be highly technical
Service desks should understand the wider organization
Service desks should avoid the use of automation
Service desks should be a physical team in a single fixed location

Answer 8

Service desks should understand the wider organization

Question 9

Which value chain activity ensures people understand the organization’s vision?

Improve
Plan
Obtain/build
Deliver and support

Answer 9

Plan

Question 10

Which practice provides a single point of contact for users?

Change control
Service desk
Incident management
Service request management

Answer 10

Service desk

Question 11

How does categorization of incidents assist the ‘incident management’ practice?

It helps direct the incident to the correct support area
It determines the priority assigned to the incident
It determines how the service provider is perceived
It ensures that incidents are resolved in timescales agreed with the customer

Answer 11

It helps direct the incident to the correct support area

Question 12

Which practice is responsible for moving components to live environments?

Change control
Deployment management
Release management
IT asset management

Answer 12

Deployment management

Question 13

What is the definition of warranty?

A tangible or intangible deliverable that is produced by carrying out an activity
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The assurance that a product or service will meet agreed requirements
The functionality offered by a product or service to meet a particular need

Answer 13

The assurance that a product or service will meet agreed requirements

Question 14

Which describes the nature of the guiding principles?

Guiding principles can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
Guiding principles describe the processes that all organizations must adopt
An organization will select and adopt only one of the seven guiding principles

Answer 14

Guiding principles can guide an organization in all circumstances

Question 15

Which practice includes the classification and ownership of queries and requests from users?

Service desk
Incident management
Service level management
Change control

Answer 15

Service desk

Question 16

Which ITIL concept describes governance?

The service value chain
The four dimensions of service management
The seven guiding principles
The service value system

Answer 16

The service value system

Question 17

Which statement about the value chain activities is CORRECT?
Options are :

Every practice belongs to a specific value chain activity
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Service value chain activities form a single workflow that enables value creation
A specific combination of value chain activities and practices forms a service relationship

Answer 17

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Question 18

Which practice identifies metrics that reflect the customer’s experience of a service?
Options are :

Service level management
Continual improvement
Service desk
Problem management

Answer 18

Service level management

Question 19

What is the definition of an event?

Any component that needs to be managed in order to deliver an IT service
Any change of state that has significance for the management of a service or other configuration item
Any financially valuable component that can contribute to the delivery of an IT product or service
An unplanned interruption to a service or reduction in the quality of a service

Answer 19

Any change of state that has significance for the management of a service or other configuration item

Question 20

Which would be supported by the ‘service request management’ practice?

A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to authorize a change that could have an effect on a service
A request to investigate the cause of multiple related incidents

Answer 20

A request from a user for something which is a normal part of service delivery

Question 21

Which practice has the purpose of making new and changed services and features available for use?

Change control
Release management
Deployment management
Service request management

Answer 21

Release management

Question 22

How should an organization adopt continual improvement methods?

Select a single method for all improvements that the organization handles
Build the capability to use as many improvement methods as possible
Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that the organization handles

Answer 22

Select a few key methods for the types of improvement that the organization handles