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ITIL Practice Questions. example: BEST definition of a Configuration Item (CI)?

The group that authorizes changes that must be installed faster than the normal process is called the?
- Emergency CAB (ECAB)

The Best processes to automate are those that are:
- Simple and well understood

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
- The process owner

When can a Know Error record be raised?
- At any time it would be useful to do so

Which of the following might be used to manage an Incident?
- Incident model and Known error record

Which of the following is NOT the responsibility of the Service Catalogue Manager?
- Ensuring that information within the Service Pipeline is accurate

Which of the following does the Availability Management process include?
- Ensuring services are able to meet availability targets
- Monitoring and reporting actual availability
- Improvement activities, to ensure that services continue to meet or exceed their availability goals

The following is a purpose of Service Transition
- To ensure that a service can be managed, operated and supported
- To provide quality knowledge of Change, Release and Deployment Management
- To plan and manage the capacity and resource requirements to manage a release

Which of the following statements about the Service Catalog is correct?
- It describes all services supplied by the IT Management organization

What is the name of the area where the definitive authorized versions of all media Configuration Items (Cis) are stored and protected?
- Definitive Media Library

Which is the correct combination of Service Management terms across the Lifecycle?
- 1C, 2B, 3A, 4D

What is the most likely to cause a loss of faith in the Service Level Management process?
- Inclusion of items in the SLA that cannot be effectively measured

What is a characteristic of a process
- It is measurable, Delivers specific results, and Responds to specific events

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
- Continual Service Improvement

Which of the following combinations covers all the roles in Service Asset and Configuration Management?
- Configuration Administrator / Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS / tool Administrator

What is the definition of an Alert?
- A warning that a threshold has been reached or that something has changed

“Planning and managing the resources required to deploy a release into production” is a purpose of which part of the Service Lifecycle?
- Service Transition

Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as “Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision”?
- Where do we want to be?

Which of these is a reason for categorizing incidents?
- To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

Which of the following activities are responsibilities of a Supplier Manager?
- Negotiating and agreeing Contracts, Updating the Supplier and Contract database, and Planning for possible closure, renewal or extension of contracts

Which of the following sentences BEST describes a Standard Change?
- A pre-authorised change that has an accepted and established procedure

Which of the following should be documented in an incident model?
- Chronological order of steps

Which of the following would be defined as part of every process?
- Roles, Activities, and Responsibilities

What is a RACI model used for?
- Defining roles and responsibilities

Thee are four types of metrics that can be used to measure the capability and performance of processes
- Progress, effectiveness, efficiency, and compliance

“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following?
- Functions and processes

Consider the following list: Change Authority, Change Manager, and Change Advisory Board (CAB)
What are these BEST described as?
- Roles, people or groups

The group that authorizes changes that must be installed faster than normal process is called the?
- Emergency CAB (ECAB)

Reliability is a measure of:
- How long a service or component can perform its function without failing

Which of the following functions would be responsible for management of a data centre?
- Facilities Management

Identify the input to the Problem Management process
- Incident Records

The information that is passed to Service Transition to enable them to implement a new service is called:
- A Service Design Package

Within the Continual Service Improvement (CSI) 7 Step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer question “Did we get there?”?
- Service Operation

Which of these statements about Service Desk staff is CORRECT?
- The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

Which of the following is the BEST definition of an Event?
- Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

The term “Service Management” is best used to describe?
- A set of specialized organizational capabilities for providing value to customers in the form of services

Check, Act, and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- Do

Which processes review Underpinning Contracts on a regular basis?
- Supplier Management and Service Level Management

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
- The ECAB will be used for emergency changes where there may not be time to call a full CAB

Which process contains the Business, Service and Component sub-processes?
- Capacity Management

What would be the next step in the Continual Service Improvement (CSI) Model after: What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there?
- How do we keep the momentum going?

Availability Management is responsible for availability of the:
- Services and Components

A single Release unit, or a structured set of Release units can be defined within:
- A Release Package

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?
- Extreme internal focus

Defining the processes needed to operate a new service is part of:
- Service Design: Design the processes

Which of the following statements correctly states the relationship between urgency, priority and impact?
- Priority should be based on impact and urgency

Implementation of ITIL Services Management requires preparing and planning the effective and efficient use of:
- People, Process, Products, Partners

In which document would you expect to see an overview of actual service achievements against targets?
- SLA Monitoring Chart (SLAM)

Which Function would provide staff to monitor events in a Network Operations Centre?
- IT Operations Management

Which statement BEST represents the guidance on incident logging?
- All incidents must be fully logged

When can a Known Error record be raised?
- At any time it would be useful to do so

Which of the following is an objective of Problem Management?
- Eliminating recurring incidents, Minimizing the impact of incidents that cannot be prevented, and preventing problems and resulting incidents from happening

What is the first step in Incident Management?
- Detect and Record

Which activities are helped by recording relationships between Configuration Items (Cis)?
- Assessing the impact and cause of Incidents and Problems, Assessing the impact of proposed Changes, Planning and designing a Change to an existing service, and Planning a technology refresh or software upgrade

Which of the following BEST describes a Problem?
- The cause of one or more Incidents

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
- The Service Knowledge Management System

Which process is responsible for low risk, frequently occurring, low cost changes?
- Request Fulfillment

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
- The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
- Service Operation

Which of the following sentences BEST describes a Standard Change?
- A pre-authorised change that has an accepted and established procedure

A single Release unit, or a structured set of Release units can be defined within:
- A Release Package

Reliability is a measure of:
- How long a service or component can perform its function without failing

Which is the first step in the 7 Step Improvement Process?
- Define what you should measure

Which of the following tasks is part of Proactive Problem Management?
- Analyzing trends

Which of the following statements is CORRECT for every process?
- It delivers its primary results to a customer or stakeholder

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
- Service Strategy

Which role would you MOST expect to be involved in the management of Underpinning Contracts?
- Supplier Manager

Which of the following is a responsibility of Supplier Management?
- Development, negotiation and agreement of Service Level Agreements

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
- Configuration Baseline

Service Design emphasizes the importance of the “Four Ps”. Which of the following is a correct list of these “Four Ps”?
- People, Process, Products, Partners

The Supplier Management process includes:
- Service Design activities, to ensure that contracts will be able to support the service requirements, Service Operation activities, to monitor and report supplier achievements, Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
- Service Transition

What are the three Service Provider business models?
- Internal Service provider, External Service provider, Shared Service Provider

Event Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle?
- Service Operations

Which of the following statements BEST describes a Definitive Media Library (DML)?
- A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?
- The Change Management Process Owner

Which of the following is an objective of Release and Deployment Management?
- To define and agree release and deployment plans with customers and stakeholders

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
- Demand Management

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
- Produce and maintain all necessary Service Transition packages

Which of the following would you expect to find in a contract for an underpinning services
- Service description and scope, Responsibilities and dependencies

Which of the following s the responsibility of the Service Catalogue Manager?
- Ensuring that information in the Service Catalogue is accurate, Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio, and Ensuring that all operational services are recorded in the Service Catalogue

Which of the following statements is CORRECT? The Service Owner:
- Is responsible for continual improvement and the management of change affecting the service they own, Is a primary stakeholder in all of the underlying IT processes which support the service they own, and Is accountable for a specific service within an organization.

Which of the following is MOST concerned with the design of new or changed services?
- Service Design

What is the BEST description of the purpose of Service Operation?
- To deliver and manage IT Services at agreed levels to business users and customers

Which of the following BEST describes a Change Authority?
- A role, person or a group of people that provides formal authorization for a particular type of change.

Which of the following BEST describes the goal of Access Management?
- Provides the rights for users to be able to use a service or group of services

Which of the following is a purpose of Service Transition?
- To ensure that a service can be managed, operated and supported, To provide quality knowledge of Change, Release and Deployment Management, and To plan and manage the capacity and resource requirements to manage a release

A Process Owner has been identified with an “I” in a RACI matrix. Which of the following would be expected of them?
- Be kept up to date on the progress of an activity

Customer perceptions and business outcomes help to define what?
- The value of a service

Which of the following statements about the Service Catalog is correct?
- It describes all services supplied by the IT Management organization

What should be done when closing a incident?
- Check the incident categorization and correct it if necessary and Check that user is satisfied with the outcome

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
- Service Asset and Configuration Management

What is the objective of Access Management?
- To manage the right to use a service or group of services

Which of the following is the BEST definition of the term Service Management?
- A set of specialized organizational capabilities for providing value to customers in the form of services

What does a service always deliver to customers?
- Value

Which of the following BEST describes a Service Request?
- A request from a User for information, advice or for a Standard Change

Which process lists “Understanding patterns of business activity” as a major role?
- Demand Management

When an event is logged at the Service Desk, in what order will the processes likely be executed?
- Incident Management, Problem Management, Change Management, Release Management

What is most likely to cause a loss of faith in the Service Level Management process?
- Inclusion of items in the SLA that cannot be effectively measured

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- Continual Service Improvement

The BEST description of a Major Incident?
- And Incident which has a high priority or high impact on the business

Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
- Remediation Planning

Which of the following is an aim of the Change Management process?
- Overall business risk is optimized, Standardized methods and procedures are used for efficient and prompt handling of all changes, and all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system.

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
- Service Strategy

How many people should be accountable for a process as defined in the RACI model?
- Only one – the process owner

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
- Risk assessment and Testing of resilience mechanisms

Which statement about Service Level Agreements (SLAs) is CORRECT?
- The wording must be clear and concise to allow no room for ambiguity

Which of the following is the BEST definition of the term Service Management?
- A set of specialized organizational capabilities for providing value to customers in the form of services

Which part of the ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
- The ITIL Complementary Guidance

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
- The Process Owner

Which of the following statements about processes is correct?
- We must be able to measure them in a relevant manner, They deliver specific results, and They respond to specific events

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
- Service Design

Which of the following do Service Metrics measure?
- The end to end service

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
- Plan

Which of these is the correct set of steps for the Continual Service Improvement Model?
- What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?

Which is the correct combination of Service Management terms across the lifecycle?
- 1C, 2B, 3A, 4D

Which of the following is an objective of the Operations Management function?
- First line Incident investigation and diagnosis logged by users

What is the name of the area where the definitive authorized version of all media Configuration Items (CIs) are stored and protected?
- Definitive Media Library

When should tests for a new service be designed?
- At the same time as the service is designed

To add value to the business, what are the four reasons to monitor and measure?
- Validate, Direct, Justify, Intervene

What is the definition of an Alert?
- A warning that a threshold has been reached or that something has changed

Which is the BEST definition of a Configuration Item (CI)?
- An asset, service component or other item that is, or will be, under the control of Configuration Management

Data used to support the capacity management process should be stored in?
- A capacity management information system

What is the BEST description of the purpose of Service Operation?
- To deliver and manage IT Services at agreed levels to business users and customers

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
- Demand Management

Which of the following should be considered when designing measurement systems, methods and metrics?
- The services, architectures, configuration items, and processes

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