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Tuesday, January 3, 2012

Questions on ITIL Service Life Cycle


Questions:

Question 1

From the customer viewpoint, in which phase of the lifecycle is actual value seen?
A. Service Strategy
B. Service Design
C. Service Transition
D. Service Operation

Question 2

Which phases of the Service Lifecycle are known as the ‘progressive phases’?
A. Service Strategy and Continual Service Improvement
B. All five of the lifecycle phases
C. None of the lifecycle phases
D. Service Design, Service Transition and Service Operation

Question 3

Which phase of the lifecycle provides guidance on managing complexities associated with changes to services involving Release Management, Programme Management and Risk Management?
A. Service Design
B. Service Operation
C. Service Strategy
D. Service Transition

Question 4

Which of the following statements best describe Utility and Warranty from the customer’s perspective?
A. A measure of how the service is delivered
B. An outcome-based definition of services
C. The two primary elements of value composition
D. A description of what the supplier wants to provide

Question 5

What distinctive ‘capabilities’ do service providers need to develop?
A. Management, Information, Processes, Organisation, Infrastructure
B. Management, Applications, Information, Knowledge, People
C. Management, Knowledge, Processes, Organisation, People
D. Management, Knowledge, Information, Organisation, People

Question 6

For which phase of the Service Lifecycle is it most important to take a holistic approach?
A. Service Strategy
B. Service Design
C. Service Transition
D. Service Operation

Question 7

The ITIL framework provides a source of good practice in Service Management. Which of the following statements about ITIL are correct?
1. The core ITIL publications are applicable to all types of organisations
2. The structure of the ITIL core is in the form of a process framework
3. ITIL provides complementary guidance for specific industry sectors
4. ITIL can be adapted for use in various business environments

A. 1 and 2 only
B. 2 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 4 only

Question 8

In which core publication are Change Management and Knowledge Management detailed?
A. Service Design
B. Service Operation
C. Service Strategy
D. Service Transition

Question 9

Output from Service Strategy is used as input to plan new and changed services in which phase of the Service Lifecycle?
A. Service Design
B. Service Operation
C. Service Strategy
D. Service Transition

Question 10

Which of the following is NOT a goal or an objective of Service Design?
A. Designing effective and efficient processes to manage services throughout their lifecycle
B. Identifying and managing risks
C. Designing remediation plans to cater for failed implementations
D. Producing IT plans, processes and policies to provide quality IT solutions

Answers:

Question 1: D
Question 2: D
Question 3: D
Question 4: C
Question 5: C
Question 6: B
Question 7: C
Question 8: D
Question 9: A
Question 10: C

ITIL Sample Questions Home Page

Questions on ITIL Service Management
Questions on ITIL Service Life Cycle
Questions on ITIL Service Strategy
Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

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