Deck 1: Information Technology Infrastructure Library (ITIL)

Question 1

"A set of specialized organizational capabilities for providing value to customers in the form of services" is the official definition of:

A)ITIL
B)ITSM
C)RACI
D)Service Quality

Answer 1

ITSM

Question 2

What are the four perspectives or attributes of IT Service Management (ITSM)?

A)Protocols, People, Process, & Products/Technology
B)Partners/Suppliers, Process, People, & Products/Technology
C)Procurement, Policies, People, & Production Support
D)Services Transition, Service Design, Service Strategy, & Service Operation

Answer 2

Partners/Suppliers, Process, People, & Products/Technology

Question 3

Which perspective of ITSM takes into consideration the "soft" side of IT?

A)Partners/Suppliers Perspective
B)Products/Technology Perspective
C)People Perspective
D)Process Perspective

Answer 3

People Perspective

Question 4

In general, the benefits of IT Service Management (ITSM) include ensuring the IT services are aligned with the needs of the organization, that there are integrated and centralized processes, and the quality of the service is continuously monitored and improved. Which of the follow is not generally a benefit of ITSM?

A)Metrics are collected to demonstrate how well the IT service is being delivered
B)Helps cost-justify the services
C)Satisfies the pre-requisite for an official ITSM Maturity Assessment
D)Ensures that there are clear roles and responsibilities in provisioning the service

Question 5

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

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 6

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?

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

Question 7

You were on a conference call on Tuesday where your boss stated that you will be leading the development of a new Service. He mentioned that you will be adopting a Service oriented approach. What did your boss mean by that?

A)I don't have a clue
B)We will use software as a service (SaaS) and cloud computing to drive customer satisfaction
C)Effective communication, the IT organization will be 'transparent', we maintain appropriate response times for inquiries, and we will identify issues in a proactive manner.
D)We will establish formal arrangements with an external organization that will be responsible for delivering high customer-focused services.

Question 8

Who is responsible for ensuring the process fits the desired purpose?

A)Process Owner
B)Service Owner
C)Process Manager
D)Internal Service Provider

Question 9

An outsourcer is considered a/an:

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

Question 10

The basic services outcomes desired by customers are called:

A)Basic services
B)Core services
C)RACI
D)Service Quality
E)Supporting services

Question 11

Which of the following describes a Process?

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 12

Who is responsible for making sure that the process meets the needs of its purpose and that it produces the right outcomes?

A)Process owner
B)Process manager
C)Process architect
D)The person in the cubicle next to me

Question 13

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

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

Question 14

What purpose does an IT Function serve?

A)It acts as the 'glue' within ITSM
B)Determines the importance of a Service
C)To rhyme with conjunction
D)To define the roles and responsibilities required for IT Services design, delivery, and management.

Question 15

The RACI model is at the core of ensuring the integration of Processes and Functions. What does RACI abbreviation stand for?

A)Responsive, Accountable, Coordinated, & Informed
B)Responsible, Actionable, Coordinated, & Integrated
C)Responsibility, Accountability, Consult, & Inform
D)Reasonable, Accommodating, Cooperative, & Inquisitive

Question 16

How many phases are there in the Service Lifecycle?

A)4
B)5
C)6
D)4 Plus 1 Optional

Question 17

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

A)Service Strategy
B)Service Design
C)Service Transition
D)Service Operation

Question 18

The two factors of creating Service Value are:

A)Service Utility and Service Stability
B)Service Stability and Service Affordability
C)Service Affordability and Service Warranty
D)Service Utility and Service Warranty

Question 19

A Service Package contains all of the following except:

A)Service Level Packages
B)Core Services Package
C)Supporting Services Package
D)Service Strategy Packages

Question 20

You are the owner of an internet services provider (ISP) company. You have just launched a new Service Package that includes: a) internet connection and email; b) SPAM filtering; and c) a guaranteed download speed. The contents of the service package are defined as:

A)a) Service Portfolio; b) Portfolio Enhancements; and c) Portfolio Guarantee
B)a) Service Package Contents; b) Package Enhancements; and c) Package Guarantee
C)a) Core Service Package; b) Supporting Services Package; and c) Service Level Package
D)a) Core Portfolio; b) Core Portfolio Enhancements; and c) Core Portfolio Guarantee

Question 21

Which of the following processes is not included in the Service Strategy lifecycle phase?

A)Demand Management
B)Service Portfolio Management
C)Package Delivery Management
D)Financial Management

Question 22

The main goal of _________ is/are to provide IT Service Management with strategies for future initiatives and investment management to ensure an effective portfolio of services are being delivered:

A)Demand Management
B)Service Portfolio Management
C)Service Strategy Processes
D)Financial Management

Question 23

Which of the following is not a category of the Service Portfolio?

A)Retired Services
B)Service Pipeline
C)Service Catalogue
D)Service Requirements

Question 24

TTB, GTB, and RTB are all categories of:

A)Services Investments
B)Services Pipeline
C)Services Catalogue
D)Services Requirements

Question 25

The three fundamental Financial Management activities for IT Services are:

A)Funding, IT Accounting, and Chargeback
B)Investments, Accounting & Finance, and Chargeback
C)Cost Elements, Cost Types, and Cost Units
D)Funding, IT Accounting, and Demand Modeling

Question 26

The main goal of _________ is/are to foster understanding of a customer's requirements for Services and determine what is needed to satisfy the requirements:

A)Demand Portfolio Management
B)Service Portfolio Management
C)Demand Management
D)Requirements Management

Question 27

Fit for use is related to ____________ and fit for purpose is related to_____________.

A)Service Warranty, Service Utility
B)Service Utility, Service Warranty
C)Service Value, Service Utility
D)Service Warranty, Service Value

Question 28

Why would an organization use Service Portfolio Management?

A)To reduce the number of RFCs
B)To help define the value IT services provide to the business
C)To clarify supplier contract provisions
D)Service Portfolio Management is not a valid ITIL process

Question 29

The categories of a Service Portfolio are:

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 Management

Question 30

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

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 31

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

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

Question 32

What role does the CIO play in Service Portfolio Management when refreshing the portfolio?

A)Approves new team structure
B)Defines scope
C)Monitor, measure, reassess, and rebalance investments
D)Approves RACI

Question 33

Which of the following is not an objective of Service Design?

A)Turn strategic goals into Services and Service Portfolios
B)Verify new Services have funding
C)Take a holistic approach to designing Services
D)Ensure standards are used when designing Services and Processes

Question 34

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

A)Service Level Management
B)Operational Level Agreement
C)Service Level Agreement
D)Service Catalogue

Question 35

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

A)Operational Level Agreement (OLA)
B)Service Level Agreement (SLA)
C)Service Level Requirement (SLR)
D)Underpinning Contract

Question 36

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

A)Operational Level Agreement (OLA)
B)Service Level Agreement (SLA)
C)Service Level Requirement (SLR)
D)Service Catalogue

Question 37

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

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

Question 38

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

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

Question 39

What is the relationship between the SCD and a CMS?

A)Trick question, there is no relationship
B)The CMS feeds into the SCD
C)The SCD is integrated into the CMS
D)Configuration items are missing in both the SCD and CMS

Question 40

Congratulations! You have landed a new job as manager of application development for a major insurance company. You need to get a new laptop for yourself. Where do you find the scope of service offerings within IT?

A)Service Catalogue
B)Service Menu
C)Catalogue of Services
D)Menu of Services

Question 41

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

A)Increased cost
B)Decreased cost
C)Decreased performance
D)Increased performance

Question 42

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

A)Performance and Monitoring Team
B)Capacity Manager
C)Capacity and Performance Tuning Manager
D)Performance and Monitoring Manager

Question 43

The main goal of Availability Management is to:

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 times

Question 44

What role does Availability play with Incident Management:

A)To define the relationship between MTBSI and MTRS
B)To minimize the duration and effect of incidents
C)To increase the MTBF
D)To decrease the MTBF

Question 45

Disaster Recovery Planning is another term for:

A)IT Service Recovery Management
B)IT Service Continuity Management
C)IT Service Recovery and Continuity Management
D)CYA

Question 46

Performing a Business Impact Analysis (BIA) is an activity of:

A)IT Service Continuity Management
B)IT Recovery Management
C)IT Business Continuity Management
D)Recovery and Risk Reduction Measures

Question 47

Confidentiality, integrity, and availability are all terms associated with:

A)IT Service Recovery Management
B)IT Service Continuity Management
C)Information Security Management
D)Business Operations Data Targets (BODT)

Question 48

Application sizing, modeling, and demand management are all considerations for:

A)Service Level Management
B)Capacity Management
C)Service Catalogue Management
D)Supplier Management

Question 49

Supplier Service Improvement Plans (SSIP) are used to:

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 50

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

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

Question 51

Which lifecycle phase is focused on the period between Service Design and Service Operation?

A)Service Transition
B)Change Management
C)Service Validation and Testing
D)Knowledge Management

Question 52

Which is a benefit of a Knowledge Management System?

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

Question 53

A Configuration Management Database:

A)Is created by Problem Management
B)Is used by Problem Management
C)Stores configuration items (CIs)
D)Also referred to as the Known Error Database

Question 54

Configuration Management activities include all of the following except:

A)Management & Planning
B)Security
C)Identification
D)Reporting

Question 55

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

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

Question 56

Which of the following changes is pre-approved and does not require an RFC?

A)Standard Change
B)Normal Change
C)Emergency Change
D)VIP Change

Question 57

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

A)7 Rs of Change Management
B)7 Rs of Service Improvement
C)Seven Rs of Configuration Management
D)5 Rs short of a dozen

Question 58

What would you refer to if you wanted to measure the effectiveness and efficiency of the Change Management process?

A)CMDB
B)CAB
C)KPIs
D)EIEIO

Question 59

A group of authorized changes is referred to as:

A)Package
B)Container
C)Release
D)Bundle

Question 60

The underlying concept behind Service Validation and Testing is:

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

Question 61

A baseline of a configuration that has been formally agreed to and managed through the Change Management process is called:

A)Configuration Item
B)Configuration Baseline
C)Baseline of Configuration (BOC)
D)Service Baseline

Question 62

The system that contains the entire set of repositories used to manage knowledge and information is called the:

A)SKMS
B)CMS
C)SKDB
D)CMMS

Question 63

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

A)RACI
B)SKDB
C)CMDB
D)DIKW

Question 64

What contains the physical store of software master copies:

A)DML
B)Software Asset Library
C)CMDB
D)RACI

Question 65

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

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

Question 66

A business value of Service Transition is:

A)Enables a high volume of changes and releases
B)Quantifies the impact of a loss of service
C)Protects the interests of those relying on information
D)Ensures security risks are effectively managed

Question 67

A Release Unit is:

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

Question 68

You are ready to release a new service into production. Which of the following is not an appropriate option in accordance with the release and deployment process:

A)Pull
B)Pilot
C)Phased
D)Big bang

Question 69

Effective and efficient delivery and support of IT Services is a function of:

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

Question 70

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

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

Question 71

Which of the following definitions best describes the Call Centre service desk type?

A)Moderate first-time resolution rate
B)High first-time resolution rate
C)Low fist-time resolution rate
D)A wide variety of services offered

Question 72

Technical Management is comprised of the following staff:

A)Transition specialists and support staff
B)Technical architects and support staff
C)Technical architects and transition staff
D)Technical architects

Question 73

IT Operations Management is tasked with performing the day-to-day activities to keep the infrastructure operational. Where are the performance standards defined?

A)Service Design
B)Service Operation
C)Service Transition
D)IT Operations Management

Question 74

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

A)Service Transition
B)IT Operations Management
C)IT Operations Control
D)Continual Service Improvement

Question 75

The Service Operation function that is primarily responsible for helping design, implement, and maintain applications is:

A)Business Application Management
B)Application Operations Management
C)Application Service Management
D)Application Management

Question 76

At the core of Operational Monitoring and Control is:

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

Question 77

An event is defined as:

A)An indicator that a response is needed
B)The result of a change request
C)A threshold warning
D)A change of a CIs state that holds importance with IT management

Question 78

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

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 79

How do Problem Management and Incident Management differ?

A)Problem Management focuses on root cause and Incident Management focuses on the symptoms
B)Incident Management focuses on root cause and Problem Management focuses on the symptoms
C)Problem Management focuses on issue priority and Incident Management focuses issue urgency
D)There is no difference, they mean the same thing.

Question 80

Categorization is the unemotional/statistical aspect of Incident Prioritization whereas ___________________ is the human element of Incident Prioritization.

A)Incident Management
B)Impact
C)Urgency
D)Escalation