Question 1

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

Accepted Answer

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

Question 2

How many phases are there in the Service Lifecycle?

Accepted Answer

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

Question 3

What role does Availability play with Incident Management:

Accepted Answer

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 4

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:

Accepted Answer

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

Question 5

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

Accepted Answer

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

Question 6

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

Accepted Answer

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

Question 7

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?

Accepted Answer

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

Question 8

A group of authorized changes is referred to as:

Accepted Answer

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

Question 9

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?

Accepted Answer

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 10

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

Accepted Answer

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

Question 11

What purpose does an IT Function serve?

Accepted Answer

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 12

The basic services outcomes desired by customers are called:

Accepted Answer

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

Question 13

Asking whether service levels are improving is a function of:

Accepted Answer

A) Service Level Management 
B) Service Transition Management 
C) Service Operations Management 
D) Service Strategy

Question 14

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

Accepted Answer

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

Question 15

Your area of responsibility has just been expanded to manage the TANGO system; however, you have been denied access to the system. Which process is responsible for managing your access to TANGO?

Accepted Answer

A) Access Management 
B) Change Management 
C) Access Validation Team 
D) Service Operation

Question 16

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

Accepted Answer

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

Question 17

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

Accepted Answer

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

Question 18

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

Accepted Answer

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

Question 19

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:

Accepted Answer

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

Question 20

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

Accepted Answer

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

Exam 1: Information Technology Infrastructure Library (ITIL)