Question 1

An outsourcer is considered a/an:

Accepted Answer

A)  Internal Service Provider
B)  Shared Service Provider
C)  Matrix-Driven Service Provider
D)  External Service ProviderE) A) and B)
F) A) and C)

Question 2

What are the four phases of the Deming Cycle:

Accepted Answer

A)  Plan, Do, Check, Act
B)  Plan, Do, Confirm, Act
C)  Planning, Doing, Confirming, Acting
D)  Plan, Do, Check, ActionE) A) and D)
F) None of the above

Question 3

Which phase brings together all the other aspects of the Service Lifecycle together?

Accepted Answer

A)  IT Service Management
B)  Continual Service Improvement
C)  Continuous Service Improvement
D)  Centralized Service ManagementE) A) and D)
F) None of the above B

Question 4

Which is a benefit of a Knowledge Management System?

Accepted Answer

A)  Having all users use the system
B)  Wisdom
C)  Organizational growth and maturity
D)  Accurate chargeback recordsE) B) and C)
F) A) and D)

Question 5

In which phase of the Service Lifecycle is there a focus on designing, developing, and implementing service management?

Accepted Answer

A)  Service Strategy
B)  Service Design
C)  Service Transition
D)  Service OperationE) None of the above
F) B) and C)

Question 6

Who is responsible for providing oversight to performance and capacity monitoring activities?

Accepted Answer

A)  Performance and Monitoring Team
B)  Capacity Manager
C)  Capacity and Performance Tuning Manager
D)  Performance and Monitoring ManagerE) A) and B)
F) None of the above

Question 7

Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as:

Accepted Answer

A)  7 Rs of Change Management
B)  7 Rs of Service Improvement
C)  Seven Rs of Configuration Management
D)  5 Rs short of a dozenE) All of the above
F) C) and D)

Question 8

An Operations Bridge or Network Operations Centre, and Event Management are all processes managed by:

Accepted Answer

A)  Service Transition
B)  IT Operations Management
C)  IT Operations Control
D)  Continual Service ImprovementE) All of the above
F) A) and B)

Question 9

Which of the following is the counter balance to Stability when balancing Service Operation?

Accepted Answer

A)  Responsiveness
B)  Quality of Service
C)  External Business View
D)  Cost of ServiceE) A) and D)
F) A) and C)

Question 10

Which Service Design process includes the planning and reporting of SLAs and the review of service achievements?

Accepted Answer

A)  Service Level Management
B)  Operational Level Agreement
C)  Service Level Agreement
D)  Service CatalogueE) C) and D)
F) B) and C)

Question 11

A baseline is a:

Accepted Answer

A)  A point of reference for comparison
B)  A field on the Request for Change
C)  The most important aspect of IT Service Management
D)  The unmarked lane between any two baseball basesE) A) and B)
F) A) and C)

Question 12

The main goal of Availability Management is to:

Accepted Answer

A)  Ensure the level of service availability meets the agreed upon needs of the customer
B)  Ensure the IT organization will not have a operational failure
C)  Document the availability service levels
D)  Ensure everyone in IT has water and sodas available at all timesE) A) and B)
F) B) and D)

Question 13

What is an agreement between internal groups designed to support the IT service provider's service delivery?

Accepted Answer

A)  Operational Level Agreement (OL
A)  
B)  Service Level Agreement (SL
A)  
C)  Service Level Requirement (SLR) 
D)  Underpinning ContractE) A) and C)
F) All of the above A

Question 14

What contains the physical store of software master copies:

Accepted Answer

A)  DML
B)  Software Asset Library
C)  CMDB
D)  RACIE) All of the above
F) A) and B)

Question 15

The categories of a Service Portfolio are:

Accepted Answer

A)  Service Pipeline, Service Catalogue, and Discontinued Services
B)  Service Pipeline, Service Catalogue, and Retired Services
C)  Service Value, Service Utility, and Service Warranty
D)  Service Warranty, Service Value, and Service ManagementE) None of the above
F) A) and B)

Question 16

Knowledge Management is usually displayed within the ____________ structure or model:

Accepted Answer

A)  RACI
B)  SKDB
C)  CMDB
D)  DIKWE) None of the above
F) A) and B) D

Question 17

What is the result of too few IT resources and capabilities?

Accepted Answer

A)  Increased cost
B)  Decreased cost
C)  Decreased performance
D)  Increased performanceE) A) and D)
F) C) and D)

Question 18

Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which document should be created first?

Accepted Answer

A)  Operational Level Agreement (OL
A)  
B)  Service Level Agreement (SL
A)  
C)  Service Level Requirement (SLR) 
D)  Service CatalogueE) B) and D)
F) B) and C)

Question 19

Which phase of the Service Lifecycle is incorporated in all the other phases?

Accepted Answer

A)  Service Strategy
B)  Service Design
C)  Service Transition
D)  Continual Service ImprovementE) B) and D)
F) B) and C)

Question 20

An incident that results in a major disruption of service is called a:

Accepted Answer

A)  Major Impact
B)  Major Urgency
C)  Major Incident
D)  Major EscalationE) A) and B)
F) B) and C)

Exam 1: Information Technology Infrastructure Library (ITIL)

An outsourcer is considered a/an:

Correct AnswerverifiedShow Answer

What are the four phases of the Deming Cycle:

Correct AnswerverifiedShow Answer

Which phase brings together all the other aspects of the Service Lifecycle together?

Correct AnswerverifiedB

Which is a benefit of a Knowledge Management System?

Correct AnswerverifiedShow Answer

In which phase of the Service Lifecycle is there a focus on designing, developing, and implementing service management?

Correct AnswerverifiedShow Answer

Who is responsible for providing oversight to performance and capacity monitoring activities?

Correct AnswerverifiedShow Answer

Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as:

Correct AnswerverifiedShow Answer

An Operations Bridge or Network Operations Centre, and Event Management are all processes managed by:

Correct AnswerverifiedShow Answer

Which of the following is the counter balance to Stability when balancing Service Operation?

Correct AnswerverifiedShow Answer

Which Service Design process includes the planning and reporting of SLAs and the review of service achievements?

Correct AnswerverifiedShow Answer

A baseline is a:

Correct AnswerverifiedShow Answer

The main goal of Availability Management is to:

Correct AnswerverifiedShow Answer

What is an agreement between internal groups designed to support the IT service provider's service delivery?

Correct AnswerverifiedA

What contains the physical store of software master copies:

Correct AnswerverifiedShow Answer

The categories of a Service Portfolio are:

Correct AnswerverifiedShow Answer

Knowledge Management is usually displayed within the ____________ structure or model:

Correct AnswerverifiedD

What is the result of too few IT resources and capabilities?

Correct AnswerverifiedShow Answer

Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which document should be created first?

Correct AnswerverifiedShow Answer

Which phase of the Service Lifecycle is incorporated in all the other phases?

Correct AnswerverifiedShow Answer

An incident that results in a major disruption of service is called a:

Correct AnswerverifiedShow Answer

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B

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A

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D

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