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Welcome. The new version of ITIL (Information Technology Infrastructure Library) was
launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of IT Service
Management.
The latest version (ITIL V3) is compassed of the five core volumes:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
Q1. Which of the following is NOT a step in the Continual Service Improvement
(CSI) model?
c) Is there budget?
a) To standardize operation
Q6. Which of the following is NOT one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
b) 1 only
c) 2 only
Q9. Which of the following are the three main types of metrics as defined in
Continual Service Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4
d) 1, 2 and 4
c) The number of staff that will be assigned to work on the Incident so that it is
resolved in time
d) The escalation path that will be followed to ensure resolution of the incident
Q12. Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
Q13. Which of the following identifies two Service Portfolio components within
the Service Lifecycle?
Q14. Which of the following areas would technology help to support during the
Service Design phase of the Lifecycle?
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
d) 2, 3 and 4 only
Q15. Business drivers and requirements for a new service should be considered
during?
b) The path to Service Delivery and Service Support for efficient and effective
utilization of resources
a) Incident Management
d) Train service desk on how to deal with customer complaints about service
Q21. When analyzing an outcome for creation of value for customers, what
attributes of the service should be considered?
Q22. Setting policies and objectives is the primary concern of which of the
following elements of the Service Lifecycle?
a) Service Strategy
Q23. Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the
appropriate control action
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above
2. They are self-contained units with their own capabilities and resources
a) 1, 2 and 3 only
b) 1, 2 and 4 only
d) They are likely to reduce initially and then gradually return to current level
a) A Service Desk that also provides onsite technical support to its users
c) A Service Desk that is situated in the same location as the users it serves
Q29. What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made
during particularly volatile business periods
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) The tools used to monitor and display the status of the IT Infrastructure and
Applications
d) The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
1. It is measurable
2. It is timely
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
b) A user calls the Service Desk because they would like to change the
functionality of an application
c) A description of the value that the customer wants and for which they are
willing to pay
a) Recommending improvements
Q39. What is the CORRECT order of the first four activities in the 7 Step
Improvement Process?
a) Define what you should measure, define what you can measure, gather data
and process data
c) What is the vision, where are we now, what do we want to be, how do we get
there?
d) Gather data, process data, define what you should measure and define what
you can measure
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
Q42. Which aspect of Service Design is missing from the list below?
Q43. Which of the following Roles is responsible for identifying opportunities for
improvement?
1. Service Owner
3. Process Owner
a) 1 and 2 only
b) 1 and 3 only
d) 2 and 3 only
Q45. Which of the following is the most appropriate approach to carrying out
Service Operations?
Q46. Which of the following statements about the Service Desk are CORRECT?
2. The Service Desk is always the owner of the Incident Management process
a) 2 only
b) 1 only
a) They are used to create value in the form of output for production
management
b) They are used to create value in the form of goods and services
c) They are used to create value to the IT organization for Service Support
d) They are used to create value to the IT organization for Service Delivery
Q48. In which core publication can you find detailed descriptions of the
following?
2. Demand Management
3. Financial Management
a) Service Operations
b) Service Strategy
c) Service Transition
b) Clarifies the roles and responsibilities of individual in the CSI program which
could otherwise be overlapping and confusing
d) Provides a clear focus for matching the CSI processes to financial planning
Q53. Which of the following are objectives of the Release and Deployment
Management process?
a) 1, 2 and 3 only
c) 1 and 3 only
d) 1, 3 and 4 only
a) 2 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
Q59. Which of the following areas would technology help to support during the
Service Transition phase of the lifecycle?
4. Process Design
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
a) 1 only
d) 2 only
Q62. “Warranty of a service” means which of the following?
c) All service-related problems are fixed free of charge for a certain period of
time
c) To ensure that assets and CIs deliver the business outcomes they were
designed to achieve
c) Asset information
Q67. Which of the following would NOT be stored in the Definitive Media Library
(DML)?
c) Software licenses
a) Ensuring that all changes are recorded, managed, tested and implemented
in a controlled manner
c) Ensuring that all changes have appropriate back-out plans in the event of
failure
a) The template used to define the Incident logging form used to report
Incidents
Q72. Why should monitoring and measuring be used when trying to improve
services?
Q74. Which of the following is the CORRECT description of the Four P’s of
Service Design?
d) The four major areas that need to be considered in the design of effective
Service Management
a) 1 and 2 only
b) 1 only
d) 1 and 3 only
Q76. Which is the first activity of the Continual Service Improvement (CSI)
model?
3. A redundant network segment fails, and the user is not aware of any
disruption to service
b) 1 and 4 only
c) 2 and 3 only
a) Supplier Management
d) Contract Management
Q79. The 7 Step Improvement Process can most accurately be described as?
a) The Seven P’s of Continual Service Improvement (CSI)
RISPOSTE
Q1. Which of the following is NOT a step in the Continual Service Improvement
(CSI) model?
Answer: C
Answer: A
Answer: D
Answer: A
Q6. Which of the following is NOT one of the ITIL core publications?
Answer: A
Answer: C
Answer: D
Q9. Which of the following are the three main types of metrics as defined in
Continual Service Improvement (CSI)?
Answer: C
Answer: A
Answer: B
Q12. Which are the missing Service Operation processes from the following?
Answer: A
Q13. Which of the following identifies two Service Portfolio components within
the Service Lifecycle?
Answer: A
Q14. Which of the following areas would technology help to support during the
Service Design phase of the Lifecycle?
Answer: C
Q15. Business drivers and requirements for a new service should be considered
during?
Answer: B
Answer: B
Answer: B
Answer: C
Answer: B
Answer: C
Q21. When analyzing an outcome for creation of value for customers, what
attributes of the service should be considered?
Answer: B
Q22. Setting policies and objectives is the primary concern of which of the
following elements of the Service Lifecycle?
a) Service Strategy
Q23. Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the
appropriate control action
Answer: A
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
Answer: D
2. They are self-contained units with their own capabilities and resources
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All of the above
Answer: A
d) They are likely to reduce initially and then gradually return to current level
Answer: C
Answer: A
Q28. Which of the following BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
c) A Service Desk that is situated in the same location as the users it serves
Answer: C
Q29. What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made
during particularly volatile business periods
Answer: C
Answer: B
b) To ensure that all targets in Service Level Agreements (SLAs) are met
Answer: D
c) The tools used to monitor and display the status of the IT Infrastructure and
Applications
d) The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
Answer: B
Q33. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
Answer: C
b) A user calls the Service Desk because they would like to change the
functionality of an application
Answer: B
c) A description of the value that the customer wants and for which they are
willing to pay
Answer: D
a) Recommending improvements
Answer: A
Answer: D
Q39. What is the CORRECT order of the first four activities in the 7 Step
Improvement Process?
a) Define what you should measure, define what you can measure, gather data
and process data
c) What is the vision, where are we now, what do we want to be, how do we get
there?
d) Gather data, process data, define what you should measure and define what
you can measure
Answer: A
Answer: B
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
Answer: C
Q42. Which aspect of Service Design is missing from the list below?
5. ?
Answer: D
Q43. Which of the following Roles is responsible for identifying opportunities for
improvement?
1. Service Owner
3. Process Owner
a) 1 and 2 only
b) 1 and 3 only
d) 2 and 3 only
Answer: C
Answer: D
Q45. Which of the following is the most appropriate approach to carrying out
Service Operations?
Answer: B
Q46. Which of the following statements about the Service Desk are CORRECT?
a) 2 only
b) 1 only
Answer: D
a) They are used to create value in the form of output for production
management
b) They are used to create value in the form of goods and services
c) They are used to create value to the IT organization for Service Support
d) They are used to create value to the IT organization for Service Delivery
Answer: B
Q48. In which core publication can you find detailed descriptions of the
following?
2. Demand Management
3. Financial Management
a) Service Operations
b) Service Strategy
c) Service Transition
Answer: B
Answer: C
Answer: D
Answer: B
b) Clarifies the roles and responsibilities of individual in the CSI program which
could otherwise be overlapping and confusing
d) Provides a clear focus for matching the CSI processes to financial planning
Answer: D
Q53. Which of the following are objectives of the Release and Deployment
Management process?
a) 1, 2 and 3 only
c) 1 and 3 only
d) 1, 3 and 4 only
Answer: A
Answer: B
a) 2 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
Answer: A
Answer: D
Answer: B
Answer: A
Q59. Which of the following areas would technology help to support during the
Service Transition phase of the lifecycle?
4. Process Design
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
Answer: A
Answer: B
a) 1 only
d) 2 only
Answer: B
c) All service-related problems are fixed free of charge for a certain period of
time
c) To ensure that assets and CIs deliver the business outcomes they were
designed to achieve
Answer: D
c) Asset information
Answer: D
Answer: C
Answer: C
Q67. Which of the following would NOT be stored in the Definitive Media Library
(DML)?
c) Software licenses
Answer: B
a) Ensuring that all changes are recorded, managed, tested and implemented
in a controlled manner
c) Ensuring that all changes have appropriate back-out plans in the event of
failure
Answer: A
Answer: C
Q70. What is the best definition of an Incident Model?
a) The template used to define the Incident logging form used to report
Incidents
Answer: C
Answer: A
Q72. Why should monitoring and measuring be used when trying to improve
services?
Answer: A
Answer: A
Q74. Which of the following is the CORRECT description of the Four P’s of
Service Design?
d) The four major areas that need to be considered in the design of effective
Service Management
Answer: D
a) 1 and 2 only
b) 1 only
d) 1 and 3 only
Answer: C
Q76. Which is the first activity of the Continual Service Improvement (CSI)
model?
Answer: B
Q77. An Incident occurs when:
3. A redundant network segment fails, and the user is not aware of any
disruption to service
b) 1 and 4 only
c) 2 and 3 only
Answer: A
a) Supplier Management
d) Contract Management
Answer: B
Q79. The 7 Step Improvement Process can most accurately be described as?
Answer: D