Practice Test

Mention the types of service well-defined in ITIL1. Enabling2. Computer3. Core4. Enhancing A. 1, 3 and 4 only B. 2, 3 and 4 only C. 1, 2 and 4 only D. 1, 2 and 3 only

A. 1, 3 and 4 only

Name the area in which ITIL complementary guidance offer assistance.• Adapting best practice for particular industry sectors• Integrating ITIL with various other operating models : A. Both of the above B. Neither of the above C. Option 2 only D. Option 1 only

A. Both of the above

Mention the BEST reason for classifying incidents? A. To create trends to utilize in IT service management and problem management (ITSM) activities B. To make sure service levels are met and agreements breaches are avoided C. To allow the incident management database to be subdivided for greater efficiency D. To recognize if the user is entitled to log an event for this particular service

A. To create trends to utilize in IT service management and problem management (ITSM) activities

Select the one that offers value to the business right from service strategy.• Allowing the service provider to fully understand the levels of service which will help in making their consumer's successful• Allowing the service provider to quickly and effectively respond to all the changes in the overall business environment• Reduction in the frequency and duration of service charge : A. None B. 1 and 2 only C. 1 and 3 only D. 2 and 3 only

B. 1 and 2 only

Which of the following statements truly defines a definitive media library (DML)? A. A secure place where definitive hardware spares are kept B. A secure library in which definitive, authorized versions of every media configuration item (CIs) are protected and stored C. A database that comprises descriptions of all media CIs D. A secure library in which final authorized versions of all back-ups and software are protected and stored

B. A secure library in which definitive, authorized versions of every media configuration item (CIs) are protected and stored

Select the one that is the most appropriate definition of an outcome? A. The results explicit to the clauses in SLA (Service Level Agreement) B. The result of conducting an activity, delivering an IT service or following a service C. All the amassed knowledge of the service provider D. All incidents informed to the service desk

B. The result of conducting an activity, delivering an IT service or following a service

Who is accountable for defining metrics with regards to change management? A. The change management process owner B. The change advisory board (CAB) C. The continual service improvement manager D. The service owner

C. The continual service improvement manager

Select the one that is NOT the objective or valid purpose of problem management. A. To avoid problems as well as resultant incidents B. To handle problems during their life cycle C. To reinstate service to the user D. To eradicate recurring incidents

C. To reinstate service to the user

Select the one that is not a problem management's objective. : A. Diminishing the impact of events that cannot be prevented B. Avoiding problems and resulting events from happening C. Eradicating recurring incidents D. Reinstating normal service operation ASAP

D. Reinstating normal service operation ASAP

Which one of the following is CORRECT? A. The configuration management system belongs to the known error database B. The CMS belongs to the configuration management database C. The SKMS (service knowledge management system) belongs to the configuration management system D. The configuration management system belongs to the service knowledge management system

D. The configuration management system belongs to the service knowledge management system

Which of the following is NOT a purpose of the change management process? A. To guarantee the understanding of changes impact B. To make sure that changes are evaluated and recorded C. To guarantee that all modifications to configuration items (CIs) are properly recorded in the CMS (configuration management system) D. To manage and deliver IT services at settled levels to business users

D. To manage and deliver IT services at settled levels to business users

Which process or function would offer staff to analyze and monitor events considering an operations bridge? A. Technical management B. IT operations management C. Applications management D. Request fulfilment

B. IT operations management