ITIL Practice Questions

What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

• Define what you should measure, define what you can measure, gather data and process data

A benefit of using Service Design tools is?

• To help ensure that standards and conventions are followed

Application Management is NOT responsible for?

• Developing functionality required by the business

Which of the following statements are CORRECT?

1. A Process responds to specific events

2. A process is performance driven and able to be measured

• Both of the above

Which of the following is the CORRECT description of the Four Ps of Service Design?

• The four major areas that need to be considered in the design of effective service management

Which of the following statements are CORRECT?

1. Service Transition provides guidance on moving new and changed services into production
2. Service Transition provides guidance on testing
3. Service Transition provides guidance on the transfer of services to or from an external service
provider

• All of the above

Which of the following would NOT be stored in the Definitive Media Library (DML)?

• Backups of application data

Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model
options?

• Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources

Which of the following is the most appropriate approach to carrying out Service Operations?

• Service Operations should maintain a balance between an internal IT view and an external
business view

Which of the following are aims of the Release and Deployment Management process?

1. To ensure there are clear release and deployment plans

2. To ensure that skills and knowledge are transferred to operations and support staff
3. To ensure there is minimal unpredicted impact on production services, operations and support
4. To provide cost justifiable IT capacity that is matched to the needs of the business

• 1, 2 and 3 only

What is the purpose of the Request Fulfilment Process?

• Dealing with Service Requests from the users

A Process Owner is responsible for which of the following?

• Monitoring and improving the process

The main objective of Availability Management is?

• To ensure that service availability matches or exceeds the agreed needs of the business

Which of the following identifies two Service Portfolio components within the Service Lifecycle?

• Service Pipeline and Service Catalogue

Which of these is NOT a type of change?

• Urgent Change

Why should monitoring and measuring be used when trying to improve services?

• To validate, direct, justify and intervene

What is the RACI model used for?

• Documenting the roles and relationships of stakeholders in a process or activity

Which is the CORRECT sequence of events in choosing a technology tool?

• Requirements; Selection Criteria; Evaluate; Select.

The following options are considered within which process?

1. Big Bang vs Phased

2. Push and Pull
3. Automated vs Manual

• Release and Deployment Management

The Service Level Manager has responsibility for ensuring that the aims of Service Level
Management are met. The Service Level Manager is NOT responsible for?

• Ensuring that all non-operational service are recorded within the Service Catalogue

Which of the following statements about Supplier Management is INCORRECT?

• Supplier Management negotiates internal and external agreements to support the delivery of
services

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

• 1 only

Which of the following statements is CORRECT?

• The KEDB and the CMS form part of the larger SKMS

Which of the following statements about processes is INCORRECT?

• The definition of Process Control is "The activity of planning and regulating a process, with the
objective of achieving Best Practice"

The group that authorizes changes that must be installed faster than the normal process is called
the?

• Emergency CAB (ECAB)

Contracts relating to an outsourced Data Centre would be managed by?

• Facilities Management

The BEST description of the purpose of Service Operation is?

• To deliver and support IT Services at agreed levels to business users and customers

What are the three Service Provider business models?

• Internal Service provider, External Service provider, Shared Service Provider

Application Management plays a role in all applications. One of the key decisions to which they
contribute is?

• Whether to buy an application or build it

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

• The entire cycle should be repeated multiple times to implement Continual Improvement

What is the definition of an Alert?

• A warning that a threshold has been reached or that something has changed

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

Which of the following statements BEST describes a Definitive Media Library (DML)?

• A secure library where definitive authorised versions of all media Configuration Items (CIs) are
stored and protected

A plan for managing the end of a supplier contract should be created when?

• The contract is being negotiated

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

• IT Operations Management

Which of the following is NOT an objective of Problem Management?

• Restoring normal service operation as quickly as possible and minimizing adverse impact on the
business

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/tools Administrator

Which Service Management Function has maintaining security according to agreed policies across
the services and systems as its main goal?

• Security Administration
Which of the following is a key objective of the Service Level Management Service Management
Function (SMF)?

• providing the mechanism for setting clear expectations about the service being delivered

In what way does Capacity Management contribute to improving IT Service Management?

• By planning the implementation of business requirements for IT Services so they are in place when
the business needs them

hy should monitoring and measuring be used when trying to improve services?

• To validate, direct, justify and intervene

Learning and Improvement is the PRIMARY concern of which of the following phases of the Service
Lifecycle?

• Continual Service Improvement

Which of the following statements about the Service Desk are CORRECT?

a. The Service Desk is a function that provides a means of communication between IT and its users
for all operational issues
b. The Service Desk is always the owner of the Incident Management proc

• 1 only

An Incident occurs when:

1. A user is unable to access a service during service hours

2. An authorised IT staff member is unable to access a service during service hours
3. A network segment fails and the user is not aware of any disruption to service
4. A user contacts the Service Desk about slow performance of an application Which of the above
statements is CORRECT?

• All of the above

How does an organisation use Resources and Capabilities in creating value?

• They are used to create value in the form of goods and services

Demand Management is used to:

• Understand patterns of business activity

The 7 Step Improvement Process can most accurately be described as?

• A process for defining what is to be measured, gathering the data, processing the data and using it
to take corrective action

Warranty of a service means?

• Customers are assured of certain levels of availability, capacity, continuity and security

Which of the following roles is responsible for identifying opportunities for improvement?

1. Service Owner
2. Continual Service Improvement (CSI) Manager
3. Process Owner

• All of the above

Which activities would you expect a Service Owner to undertake?

1. Representing a specific service across the organisation

2. Updating the Configuration Management Data Base (CMDB) after a change
3. Helping to identify service improvements
4. Representing a specific service in Change Advisory Board (CAB) meetings

• 1, 3 and 4 only
What does the 'Service V model' represent?

• Levels of testing required to deliver a Service Capability

Operations Control refers to?

• Overseeing the execution and monitoring of IT operational events and activities

What is the main reason for establishing a Baseline?

• For later comparison

Defining the functional requirements for a new service is part of:

• Service Design: Design the service solutions

Which of the following is NOT one of the ITIL core publications?

• Service Optimisation

Which of the following BEST describes a Local Service Desk structure?

• A Service Desk that is situated in the same location as the users it serves

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

• 1, 3 and 4

The four stages of the Deming Cycle are?

• Plan, Do, Check, Act

Incident Management has a value to the business by?

• Contributing to the reduction of impact of service outages

Which of the following is NOT an objective of Service Operation?

• Thorough testing to ensure that services are designed to meet business needs

Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

• Is there a budget?

Which of the following is NOT one of the five individual aspects of Service Design?

• The design of Market Spaces

What is a RACI model used for?

• Defining roles and responsibilities

Which of the following CANNOT be stored and managed by a tool?

• Wisdom

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 is the correct combination of Service Management terms across the Lifecycle?

• 1C, 2B, 3A, 4D

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important
that the Incident Manager is given the authority to:

• Manage Incidents effectively through 1st, 2nd and 3rd line

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 Incident?

• An unplanned interruption to an IT service or reduction in the quality of an IT service

Which of the following is NOT an aim of the Change Management process?

• All budgets and expenditures are accounted for

An IT department is under pressure to cut costs. As a result, the quality of services has started to
suffer. What imbalance does this represent?

• Excessive focus on cost

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be
in terms of responsiveness to customer needs?

• It is possible that responsiveness may suffer and customers needs may not be met within business
timescales

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

• IT Operations Management

How is the Service Catalogue used to add value to the service provider organization?

• Providing a central source of information on the IT services delivered

A Service Level Agreement is?

• An agreement between the Service Provider and their customer

Which of the following is one of the key objectives to focus on in delivering a portfolio of IT services
to the business?

• Effectively and efficiently deploy service solutions to users

Which of the following is a requirement for successful implementation of IT Service Management?

• measurable evidence of benefit to build a business case

What ITIL process maps to the optimizing quadrant?

• Service Level Management

Which of the following describes the concept of Service Management Functions (SMFs)?

• processes, procedures and policies to deliver and support IT service solutions