ITIL 51-100

QUESTION NO: 53 Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a single function A. 2 only B. 1 only C. Neither of the above D. Both of the above

B

QUESTION NO: 56 What is the definition of an Alert? A. An error message to the user of an application B. A warning that a threshold has been reached or that something has changed C. A type of Incident D. An audit report that indicates areas where IT is not performing according to agreed procedures

B

QUESTION NO: 63 The difference between service metrics and technology metrics is BEST described as? A. Service metrics measure the end to end service, Technology metrics measure individual components B. Service metrics measure maturity and cost, Technology metrics measure efficiency and effectiveness C. Service metrics include critical success factors and Key Performance Indicators, Technology metrics include availability and capacity D. Service metrics measure each of the service management processes, Technology metrics measure the infrastructure

A

QUESTION NO: 72 Which of the following sentences BEST describes a Standard Change? A. A pre-authorized change that has an accepted and established procedure B. A change that is made as the result of an audit C. A change that correctly follows the required change process D. A change to the service provider's established policies and guidelines

A

QUESTION NO: 76 One of the five major aspects of Service Design is the design of the service solutions. It includes? A. Requirements, resources and capabilities needed and agreed B. Only requirements needed and agreed C. Only capabilities needed and agreed D. Only resources and capabilities needed

A

QUESTION NO: 89 Which of these is NOT a responsibility of Application Management? A. Ensuring that the correct skills are available to manage the infrastructure B. Providing guidance to IT Operations about how best to manage the application C. Deciding whether to buy or build an application D. Assisting in the design of the application

A

QUESTION NO: 64 The term 'Service Management' is best used to describe? A. Units of organizations with roles to perform certain activities B. A set of specialized organizational capabilities for providing value to customers in the form of services C. The management of functions within an organization to perform certain activities D. A set of specialized organizational capabilities for providing functions to customers in the form of services

B

QUESTION NO: 66 Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process? A. The Request Fulfillment Process Manager B. The Request Fulfillment Process Owner C. The Service Desk Manager D. The Service Manager

B

QUESTION NO: 75 A Service Level Agreement is? A. The part of a contract that specifies responsibilities of each party B. An agreement between the Service Provider and their customer C. An agreement between a Service Provider and an external supplier D. An agreement between the Service Provider and an internal organization

B

QUESTION NO: 78 Which of the following is NOT part of the Service Design phase of the Service Lifecycle? A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization B. Produce and maintain all necessary Service Transition packages C. Take the overall Service Strategies and ensure 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

B

QUESTION NO: 92 What is the definition of an Alert? A. A type of Incident B. A warning that a threshold has been reached or that something has changed C. An error message to the user of an application D. An audit report that indicates areas where IT is not performing according to agreed procedures

B

QUESTION NO: 93 Which one of the following statements about Incident reporting and logging is correct? A. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity B. Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services C. Incident can only be reported by users, since they are only the only people who know when a service has been disrupted D. Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service. This includes technical staff

B

QUESTION NO: 51 To add value to the business, what are the four reasons to monitor and measure? A. Validate, Direct, Justify, Improve B. Evaluate, Diagnose, Justify, Intervene C. Validate, Direct, Justify, Intervene D. Evaluate, Direct, Justify, Improve

C

QUESTION NO: 52 Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified? A. Business Objectives, IT Objectives, Process Metrics B. Process Models, Goals and Objectives C. Vision and Strategy, Tactical Goals and Operational Goals D. Business and IT Strategy and Process Definitions

C

QUESTION NO: 57 Which of the following would NOT be a task carried out by the Request Fulfillment process? A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) B. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists C. Provision of information used to compare actual performance against design standards D. Provision of information to users and customers about the availability of services and the pocedure for obtaining them

C

QUESTION NO: 60 Which of the following is NOT a characteristic of a process? A. It is measurable B. Delivers specific results C. A method of structuring an organization D. Responds to specific events

C

QUESTION NO: 85 Which Service Design process makes the most use of data supplied by Demand Management? A. IT Service Continuity Management B. Service Catalogue Management C. Capacity Management D. Service Level Management

C

QUESTION NO: 94 To add value to the business, what are the four reasons to monitor and measure? A. Evaluate, Diagnose, Justify, Intervene B. Validate, Direct, Justify, Improve C. Validate, Direct, Justify, Intervene D. Evaluate, Direct, Justify, Improve

C

QUESTION NO: 98 Which of the following is NOT one of the five individual aspects of Service Design? A. The design of the Service Portfolio, including the Service Catalogue B. The design of the technology architecture and management systems C. The design of Market Spaces D. The design of new or changed services

C

QUESTION NO: 100 Which of the following statements BEST describes a Definitive Media Library (DML)? A. A secure location where definitive hardware spares are held B. A secure library where definitive authorized versions of all software and back-ups are stored and protected C. A secure electronic library that contains all copies of software and licenses D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

D

QUESTION NO: 55 Which of the following sentences BEST describes a Standard Change? A. A change to the service provider's established policies and guidelines B. A change that correctly follows the required change process C. A change that is made as the result of an audit D. A pre-authorized change that has an accepted and established procedure

D

QUESTION NO: 61 Which role would you MOST expect to be involved in the management of Underpinning Contracts? A. IT Designer/Architect B. Process Manager C. Service Catalogue Manager D. Supplier Manager

D

QUESTION NO: 62 Which of the following is NOT the responsibility of the Service Catalogue Manager? A. Ensuring that all operational services are recorded in the Service Catalogue B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio C. Ensuring that information in the Service Catalogue is accurate D. Ensuring that information within the Service Pipeline is accurate

D

QUESTION NO: 67 Which Service Design process makes the most use of data supplied by Demand Management? A. IT Service Continuity Management B. Service Level Management C. Service Catalogue Management D. Capacity Management

D

QUESTION NO: 71 Which of the following statements about processes is INCORRECT? A. The output from a process has to conform to operational norms derived from business objectives B. The objective of any IT process should be expressed in terms of business benefits and goals C. A process may define policies, standards and guidelines D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

D

QUESTION NO: 80 Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent? A. Extreme focus on cost B. Extreme focus on responsiveness C. Vendor focused D. Extreme internal focus

D

QUESTION NO: 81 Which is the first step in the 7 Step Improvement Process? A. Where are we now? B. Identify gaps in Service Level Agreement (SLA) achievement C. Prepare for action D. Define what you should measure

D

QUESTION NO: 86 Which of the following statements BEST describes a Definitive Media Library (DML)? A. A secure location where definitive hardware spares are held B. A secure electronic library that contains all copies of software and licenses C. A secure library where definitive authorized versions of all software and back-ups are stored and protected D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

D

QUESTION NO: 95 In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs? A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales

D

QUESTION NO: 97 Major Incidents require? A. Less documentation B. Longer timescales C. Less urgency D. Separate procedures

D

QUESTION NO: 99 Which of the following is NOT an objective of Problem Management? A. Eliminating recurring Incidents B. Minimizing the impact of Incidents that cannot be prevented C. Preventing Problems and resulting Incidents from happening D. Restoring normal service operation as quickly as possible and minimizing adverse impact on the business

D