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Tuesday, January 3, 2012

Questions on ITIL Service Transition


Question 1

Which of the following is NOT an objective of Release and Deployment Management?
A. To ensure there are comprehensive release and deployment plans
B. To ensure minimal unpredicted impact when deploying new services
C. To ensure all changes to services are reviewed in a controlled manner
D. To ensure releases are deployed efficiently and on schedule

Question 2

The main goal of Knowledge Management is to enable organisations to?
A. Document all aspects of a new or changed service
B. Improve the quality of management decision making
C. Ensure compliance with data management legislation
D. Maintain accurate financial data regarding service assets

Question 3
Which of the following is NOT a goal of Service Transition?
A. Setting customer expectations as to how the use of the changed service can enable business objectives to be met
B. Reducing variations in the expected and actual service performance of any service elements that are to be changed
C. Ensuring that secure and resilient IT infrastructures, environments, applications and data are designed for release into the live environment
D. Ensuring that the service can be used as it was intended

Question 4

Which of the following statements regarding the Service Knowledge Management System (SKMS) is most accurate?
A. The main inputs to the SKMS are knowledge and wisdom
B. The SKMS monitors the knowledge management process
C. A Configuration Management System underpins the SKMS
D. A mature SKMS is essential for monitoring and reporting

Question 5

Which of the following statements regarding CIs is INCORRECT?
A. A CI is an asset, service component or other item that is under the control of Configuration Management
B. CIs may vary widely in complexity, size and type
C. CIs may be grouped and managed together
D. A CI will have relationships with at least two attributes

Question 6

What is the correct sequence for the following activities within the Normal Change process?
1. Create and record the RFC
2. Authorise and schedule the Change
3. Assess and evaluate the RFC
4. Review and close the Change record
5. Co-ordinate the Change implementation
A. 1, 2, 3, 4, 5
B. 2, 1, 3, 5, 4
C. 1, 3, 5, 4, 2
D. 1, 3, 2, 5, 4

Question 7

From a Knowledge Management perspective, which of the following statements best describes Knowledge?
A. Education, formal qualifications and academic research
B. Discrete facts about services, events and activities
C. Experiences, ideas, insights and judgements of individuals
D. Tools and databases used to manage configuration data

Question 8

Which of the following could typically be included within an SKMS?
1. Details about staff experience
2. Records of peripheral matters (e.g. weather, user numbers and behaviour)
3. Suppliers? and partners? requirements, abilities and expectations
4. Skills databases and professional development records
A. 1, 2 and 3 only
B. 2 and 4 only
C. All of the above
D. 1 and 4 only

Question 9

A secure storage facility where master copies of authorised software Configuration Items are stored could best be described as a …?
A. Definitive Software Storage Library
B. Master Storage Library
C. Storage Area Network
D. Definitive Media Library

Question 10

Which of the following are goals of Change Management?
1. To respond to customers? changing business requirements whilst maximising value, reducing Incidents, disruption and rework
2. To respond to business and IT requests for change that will align IT services with business needs
3. To minimise the number of quality and compliance issues caused by inaccurate recording of configurations and service assets
A. 1 only
B. 3 only
C. 1 and 2 only
D. All of the above

Question 11

The following statements are related to which ITIL concept?
1. There is a defined trigger.
2. The task is well known, documented and proven.
3. Authority is effectively given in advance.
4. Budgetary Approval will typically be preordained.
5. The risk is low
A. A Configuration Model that is commonly used by all approved staff and users
B. A Standard Change
C. A repeatable Change Model that requires minimal interaction with change initiators or customers
D. A scheduled change review meeting

Question 12

Which of the following are typically considered during remediation planning?
1. Back out plans
2. Baselines
3. Revisiting the original change request
4. Criteria for invoking Business/Service Continuity arrangements
A. 1, 2 and 4 only
B. 3 and 4 only
C. 3 only
D. All of the above

Question 13

Which of the following may contribute to a Change Advisory Board meeting?
1. Change Manager
2. Customers
3. Facilities Manager
4. Suppliers and outsourcing partners
5. Representative from Financial Management
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 5 only
D. 3, 4 and 5 only

Question 14

Which of the following is NOT a purpose of Service Asset and Configuration Management (SACM)?
A. To identify, control, record, audit, verify and provide reports on service assets and Configuration Items
B. To account for, manage and protect the integrity of service assets and Configuration Items
C. To ensure the integrity of assets contained in a Configuration Management System (CMS) and ensure the CMS is accurately maintained
D. To improve asset management activities by ensuring changes to assets are appropriately authorised prior to implementation

Question 15

Which of the following would NOT typically form part of the Definitive Media Library (DML)?
A. Fire Safe
B. Secure On-site Storage Facility
C. Secure Off-site Storage Area Network
D. User-controlled software libraries


Question 1: C
Question 2: B
Question 3: C
Question 4: C
Question 5: D
Question 6: D
Question 7: C
Question 8: C
Question 9: D
Question 10: C
Question 11: B
Question 12: D
Question 13: B
Question 14: D
Question 15: D

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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