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Tuesday, January 3, 2012

Questions on ITIL Technology and Architecture


Question 1

Which of the following is NOT a potential benefit of automating service processes?
A. Reduced risk by reducing complexity
B. Improved quality of service
C. Increased variation in performance
D. Reduced cost of service

Question 2

Integrated Service Management technology should include certain core functionality. What would typically be added to the list below?
1. Integrated CMS
2. Workflow or process engine
3. Self-help
4. ??
5. ??
6. ??

A. Knowledge management, IT Governance, Quality System
B. Diagnostic utilities, Reporting, Dashboards
C. Online payment, Procurement, Accounting
D. Market analytics, Service Portfolio, Product Catalogue

Question 3

Integrated Service Management technology brings many benefits. Which of the following features would NOT directly benefit Incident Management?
A. Integrated Configuration Management System
B. Automated alerting and escalation
C. Modelling and trend analysis
D. Web interface to allow self-help

Question 4

When selecting a support tool, what should be the first consideration?
A. Is there sufficient budget to purchase and maintain the tool?
B. Is the latest version of the tool available from the supplier?
C. Is there a business benefit in buying the tool?
D. Can the tool be integrated into existing Service Operation processes?

Question 5

Which of the following best describes a task for which a Service Management support tool would NOT be suitable?
A. Very complex and variable tasks where there is a variety of inputs
B. Simple repetitive activities
C. Complicated repetitive activities
D. Tasks that need to be carried out by a large number of people


Question 1: C
Question 2: B
Question 3: C
Question 4: C
Question 5: A

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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