Question 1

Supplier Service Improvement Plans (SSIP) are used to:

Accepted Answer

A) Document improvement plans agreed to between service providers and suppliers 
B) Collect feedback from suppliers 
C) Provide input to a supplier and contract review 
D) Document the co-sourcing arrangements 
A) Document improvement plans agreed to between service providers and suppliers 
B) Collect feedback from suppliers 
C) Provide input to a supplier and contract review 
D) Document the co-sourcing arrangements

Question 2

Service Level Management is a process of which phases of the ITIL Service Model?

Accepted Answer

A) Continual Service Improvement 
B) Service Design 
C) Service Operation 
D) Service Strategy 
A) Continual Service Improvement 
B) Service Design 
C) Service Operation 
D) Service Strategy

Question 3

A server upgrade is planned for the weekend. Which Service Transition process below would be used to ensure standardized methods and procedures are used?

Accepted Answer

A) IT Service Continuity Management 
B) Continual Service Improvement 
C) Knowledge Management 
D) Change Management 
A) IT Service Continuity Management 
B) Continual Service Improvement 
C) Knowledge Management 
D) Change Management

Question 4

The underlying concept behind Service Validation and Testing is:

Accepted Answer

A) Release Efficiency 
B) Quality Assurance 
C) Business Impact 
D) Requirements Traceability 
A) Release Efficiency 
B) Quality Assurance 
C) Business Impact 
D) Requirements Traceability

Question 5

Which of the following is the correct set of methods for Service Portfolio Management?

Accepted Answer

A) Define, Analyze, Approve, and Control 
B) Define, Analyze, Approve, and Charter 
C) Definition, Analysis, Approvals, and Consolidation 
D) Define, Analyze, Approve, and Consolidate 
A) Define, Analyze, Approve, and Control 
B) Define, Analyze, Approve, and Charter 
C) Definition, Analysis, Approvals, and Consolidation 
D) Define, Analyze, Approve, and Consolidate

Question 6

In the process of performing Service Portfolio Management you realize there are several services that are redundant. What would be your decision outcome?

Accepted Answer

A) Renew 
B) Retain 
C) Refactor 
D) Replace 
A) Renew 
B) Retain 
C) Refactor 
D) Replace

Question 7

The type of metrics that are associated with performance and availability of infrastructure components is:

Accepted Answer

A) Service Metrics 
B) Technology Metrics 
C) Process Metrics 
D) CI Metrics 
A) Service Metrics 
B) Technology Metrics 
C) Process Metrics 
D) CI Metrics

Question 8

The four reasons to monitor and measure within Service Measurement and Reporting are Validate, Direct, Justify, and _____________:

Accepted Answer

A) Design 
B) Strategize 
C) Intervene 
D) None of the above 
A) Design 
B) Strategize 
C) Intervene 
D) None of the above

Question 9

When defining a process it is important to consider the following?

Accepted Answer

A) Process owner and process manager relationships 
B) Timeline for implementation 
C) IT operational management demands 
D) Physical and behavioral aspects 
A) Process owner and process manager relationships 
B) Timeline for implementation 
C) IT operational management demands 
D) Physical and behavioral aspects

Question 10

Which of the following is a correct chain of activities of Event Management?

Accepted Answer

A) Event Occurs --> Event Detection --> Event Correlation -->Alert 
B) Event Occurs --> Event Detection --> Event Filtering --> Alert 
C) Event Occurs --> Event Detection --> Alert --> Event Correlation 
D) Eenie --> Meenie --> Miney --> Moe 
A) Event Occurs --> Event Detection --> Event Correlation -->Alert 
B) Event Occurs --> Event Detection --> Event Filtering --> Alert 
C) Event Occurs --> Event Detection --> Alert --> Event Correlation 
D) Eenie --> Meenie --> Miney --> Moe

Question 11

A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks is the definition for which of the following?

Accepted Answer

A) Services 
B) Process 
C) Functions 
D) Utopia 
A) Services 
B) Process 
C) Functions 
D) Utopia

Question 12

At the core of Operational Monitoring and Control is:

Accepted Answer

A) Event Management 
B) Service Operation 
C) Service Transition 
D) IT Service Management 
A) Event Management 
B) Service Operation 
C) Service Transition 
D) IT Service Management

Question 13

What is the most important aspect of a Service Level Agreement (SLA)?

Accepted Answer

A) Clear Scope 
B) Measurable 
C) Security 
D) Reliability 
A) Clear Scope 
B) Measurable 
C) Security 
D) Reliability

Question 14

Your supplier agreement calls for an informal combination of insourcing and outsourcing suppliers. Which type of supplier agreement is this?

Accepted Answer

A) Application Service Provision 
B) Multi-Sourcing 
C) Partnering 
D) Co-sourcing 
A) Application Service Provision 
B) Multi-Sourcing 
C) Partnering 
D) Co-sourcing

Question 15

Which of the following is not a sub-process of Capacity Management?

Accepted Answer

A) Business Capacity Management 
B) Service Capacity Management 
C) Component Capacity Management 
D) Supplier Capacity Management 
A) Business Capacity Management 
B) Service Capacity Management 
C) Component Capacity Management 
D) Supplier Capacity Management

Question 16

A _________________ is any component that needs to be managed in order to provide an IT Service:

Accepted Answer

A) Asset 
B) Baseline 
C) CI 
D) RACI 
A) Asset 
B) Baseline 
C) CI 
D) RACI

Question 17

Which of the following describes a Process?

Accepted Answer

A) Contains all the details of the IT services delivered to a customer 
B) Activities that take in one or more inputs and produce established outputs 
C) A table included in the ITIL Service library containing the steps required to request an IT service 
D) The most important aspect of Availability Management 
A) Contains all the details of the IT services delivered to a customer 
B) Activities that take in one or more inputs and produce established outputs 
C) A table included in the ITIL Service library containing the steps required to request an IT service 
D) The most important aspect of Availability Management

Question 18

What are the four reasons to monitor and measure?

Accepted Answer

A) Validate 
B) Direct 
C) Justify 
D) Intervene 
E) All of the Above 
A) Validate 
B) Direct 
C) Justify 
D) Intervene 
E) All of the Above

Question 19

ITIL stands for the Information Technology Infrastructure Library. Which are the five volumes that comprise ITIL?

Accepted Answer

A) Service Strategy, Service Catalog Management, Service Transition, Service Operation, & Continual Service Improvement 
B) Service Strategy, Service Design, Service Transition, Service Operation, & Service Continuity Management 
C) Service Strategy, Service Design, Service Transition, Service Security, & Continual Service Improvement 
D) Service Strategy, Service Design, Service Transition, Service Operation, & Continual Service Improvement 
A) Service Strategy, Service Catalog Management, Service Transition, Service Operation, & Continual Service Improvement 
B) Service Strategy, Service Design, Service Transition, Service Operation, & Service Continuity Management 
C) Service Strategy, Service Design, Service Transition, Service Security, & Continual Service Improvement 
D) Service Strategy, Service Design, Service Transition, Service Operation, & Continual Service Improvement

Question 20

A Release Unit is:

Accepted Answer

A) A collection of an IT service's components normally released together 
B) A collection of RFCs for a particular service 
C) Where DML data is stored 
D) What contains a release package 
A) A collection of an IT service's components normally released together 
B) A collection of RFCs for a particular service 
C) Where DML data is stored 
D) What contains a release package

Exam 1: Information Technology Infrastructure Library (ITIL)