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Thursday, January 26, 2012

Relationships with Other Service Management Processes


The ITIL Processes are not Stand-Alone. They interact with one another and have a relationship with one another. Below are the other Processes with which Service Portfolio Management Interacts.

Business Relationship Management

Service Portfolio Management is a critical management system supporting the way the IT service provider works in conjunction with the business to ensure that IT adds optimum value. Managing the Service Portfolio requires full collaboration with the business and this means involvement from Business Relationship Management.

Financial Management

One of the key relationships for Service Portfolio Management is with Financial Management. The contribution from Financial Management is concerned with business case development, assessment of investment opportunities, comparative evaluation of different service options, the evaluation of financial risks and the determination of service value. All these are central to decisions about what should be included in the Service Portfolio or removed from it.

Financial Management is also responsible for ensuring that funding is available to support the delivery of the Service Portfolio and for ensuring budget allocations align with it.

Service Catalog Management

Since the Service Portfolio includes the Service Catalogue there needs to be a close relationship between Service Portfolio Management and Service Catalogue Management.

Supplier Management

Supplier Management ensures that all supporting services and their details and relationships are accurately reflected within the Service Portfolio and that the Service Portfolio is consistent with the Supplier and Contracts Database. Supplier Management will draw on information in the Service Portfolio as a basis for negotiating Underpinning Contracts.

Other processes

The Service Level Management process depends heavily on the content and quality of the Service Portfolio, especially the Service Catalog.

Capacity Management has an input into the Service Portfolio to ensure that new technologies are given due consideration in service planning. The Service Portfolio is a key input to Capacity Management.

The construction and maintenance of the Service Portfolio requires input from IT Operations Management and Technical and Applications Management to ensure the Service Portfolio is accurate and achievable.

Don't worry. We will be taking a detailed look at all the processes and functions that are part of the ITIL Service Lifecycle. So, if any of the terms in this post dont make much sense, just read on and you will understand them in the subsequent chapters.

Prev: Key Activities in SPM

Next: Introduction to Service Catalog Management

Key Activities in Service Portfolio Management


Service Portfolio Management is about how decisions are made to include new services and the continual review of existing services in the Service Portfolio.

Do you remember the Plan-Do-Check-Act Cycle that is most commonly used in Project Management? The process of Service Portfolio Management is similar to that.

The process here is Define-Analyze-Approve-Charter.

Define: This is where you product an inventory of all services including those that are in conceptual phase, including the Business Case for each of those services

Analyze: Analyze these services against the long term goals of the Organization. Services need to achieve the organization goals.

Approve: Formally approve the service portfolio, authorizing new services and changes to existing ones. Resources required for the services are also committed at this stage

Charter: Communicate decisions to the organization, allocate resources, adjust budgets etc are done in this stage. Promote new services to Service Design and refresh Service Catalogue.

Renewing the Portfolio

As circumstances change (e.g. changes in the economic outlook, changes in raw material prices or labor costs, marketplace changes etc.) decisions made on the content of the Service Portfolio will need to be reassessed. Part of Service Portfolio Management must therefore involve monitoring the commercial, social, economic and political environment to identify events that should trigger a reassessment of the Service Portfolio. This is called Renewing the Portfolio

Prev: Components of a Service Portfolio

Next: Relationship with other Processes

Components of a Service Portfolio

In the previous two chapters, we learnt about what Service Portfolio Management is and the goals & objectives of the same. In this chapter, we are going to take a look at the components involved in this process.

The Service Portfolio contains information about services across the entire lifecycle, providing information on the status of services as they move from concept through requirement specification, approval, design, transition into live operation and eventual retirement. The information held on each service develops and changes as it moves through the lifecycle. In the early part of the lifecycle, there will be little more than a description of the proposed service with details of the value proposition, business sponsors and other basic details. As we move through the lifecycle, requirements will be specified and either incorporated or cross-referenced. The business case will be included along with funding details, priorities and risks. Offerings and packages, costs and prices will be added once designed and agreed.

By the time the service is ready for operational delivery, the full content of the Service Portfolio would include:
• Service name
• Service description
• Service status
• Service classification and criticality
• Applications used
• Data and/or data schema used
• Business processes supported
• Business owners
• Business users
• IT owners
• Service warranty level
• SLA and SLR references
• Supporting services
• Supporting resources
• Dependent services
• Supporting OLAs
• Contracts and agreements
• Service costs
• Service charges
• Service revenue
• Service metrics
etc
In order to manage and understand the information, the Service Portfolio is separated conceptually, and often physically, into three separate components:
• The Service Pipeline, which covers services that have not yet moved into operation.
• Retired Services, which includes information on services that have been taken out of operational use and for which it is considered of value to retain the information about them.
• In between these are services that are operational and delivering to the customer. These services are covered by the Service Catalogue. Don’t worry much about the Service Catalogue right away. We are going to cover that in great detail very soon.

From a broader perspective, the Service Portfolio is best included as a part of the IT service provider’s Service Knowledge Management System.

New Terms Introduced in this chapter:

The Service Pipeline: The Service Pipeline holds details of all services that are not yet ready for transition into production. It reflects the IT provider’s service strategy.

The Service Catalog: The Service Catalog contains information about IT services that are currently in production or are about to go through Service Transition into production. It is therefore a measure of the IT service provider’s current capacity, capability and confidence to deliver.

Retired Services: Services eventually come to the end of their useful life, perhaps because they are no longer relevant to the customer’s needs or because they are no longer cost-effective. There is no point continuing with a service that is not wanted or is uneconomical to run, unless there is an alternative justification for its retention.

Information about retired services should be retained as part of the IT service provider’s Service Knowledge Management System for as long as such information is likely to be useful. In some circumstances, a retired service may become operationally viable and be revived out of retirement.

Prev: Goals, Purpose and Objectives of SPM

Next: Key Activities in SPM

Goals, Purpose and Objectives of Service Portfolio Management

The goal of Service Portfolio Management (SPM) is to ensure that decisions to invest in IT services are sound and are fully aligned with the needs and priorities of the business. Once a decision is made to invest, the investment must be managed through its lifecycle, and SPM’s goal here is to ensure that the investment delivers optimum value to the organization. As a management support system, the Service Portfolio enables the organization to answer strategic questions about its services, customers and pricing, as well as helping it set priorities and plan resource allocation.

For any organization, taking up a service involves time, effort and a lot of money. So, they would want quick and good return on investment plus value for the money invested.

An objective of SPM is to ensure there is an effective methodology for the evaluation of potential investments. Once an investment has been agreed, the purpose of SPM is to ensure that the investment is managed effectively throughout its lifecycle. Among other things this is about ensuring proper governance arrangements are in place, that investments and their business case are reassessed against changing conditions both within and outside the organization and that the realization of benefits is properly managed.

The objectives of SPM are:
• To develop and maintain a Service Portfolio that provides a complete picture of all services including their status
• To establish conditions and requirements for inclusion of new services in the Service Portfolio
• To ensure a Service Catalogue is developed and managed as part of the Portfolio,
• Agree on the rules for transferring services to the Service Catalogue as they move into Transition and out of the Catalogue and as they move into retirement
• To ensure that the Service Portfolio meets the functional and performance requirements of its users and that its performance, availability and security meet agreed requirements
• To ensure that management reports are produced in line with agreed reporting requirements.
SPM is probably one of the most important ITIL Processes. If a Service Portfolio is not managed efficiently, the chances of it being a success are pretty slim.

Prev: Introduction to Service Portfolio Management

Next: Components of a Service Portfolio

Introduction to Service Portfolio Management


This is going to be the first of the series of chapters that focus on the Processes that are part of the ITIL V3 Certification Exam.

The Service Portfolio, which gives a management-level view of all IT services as they move through the Service Lifecycle, is a critical management system in ITIL v3. It has three parts:
• The Service Pipeline that holds information on services that are under development.
• The Service Catalogue that holds details of all services either already in production or ready to move into production.
• Retired Services that have been discontinued from operational use.

The Service Portfolio therefore provides a complete picture of all services under development for future delivery, services in production and services that have come to the end of their productive life. It is the foundation for managing the full Lifecycle for all services in terms of their business requirements, the business case for investment, the financial and other resources required for service development and operation, the risks associated with the development and operation of the service and, where relevant, how the service will be priced.

The IT service provider, in conjunction with the business, will identify a number of opportunities for investment in new or changed IT services. Before any of these opportunities are transformed into a service, important decisions must be made about the value of the new services to the business, the capacity of the IT service provider and the marketplace to deliver the service, and the relative priority of the proposed service in comparison with other potential investments. In other words, the organization will need answers to questions such as:
• Why should we invest in this service rather than something else?
• What value will it deliver to the business?
• What will it cost to deliver the service solution and can we afford it?
• Do we have the resources and capabilities to deliver it?
• How does this investment fit with our broader strategy?
• What are the dependencies with other investments in progress or under consideration?
• What are the risks?
• Is the return on the investment acceptable in terms of investment cost, risks and timescale?

Decisions about the Service Portfolio are taken at the top-management level and these decisions have a direct bearing on the kind of services provided by the organization. All the above questions will have a weightage in the decision being taken and activities that add more value and profit to the organization will be given preference over the others.

Prev: Continual Service Improvement Model

Next: Goals, Purpose and Objectives of SPM

Monday, January 23, 2012

Sample ITIL Mock Exam 3 – Time 30 minutes


Question 1

A user calls the Service Desk to report that following the installation of a new version of the PC operating system their PC is running slowly.
After logging the call, what action should the Service Desk take?
A. Refer it to Capacity Management because it could be evidence of a performance problem
B. Process it as an Incident using the Incident Management process
C. Refer it to the Change Manager because it may be that the Change was not implemented correctly
D. Refer it to the Service Level Manager as it may cause a breach to the SLA

Question 2

Which of the following statements best reflects ITIL Guidance for Capacity Management?
A. The Capacity Plan must be issued annually with quarterly reviews to ensure it remains accurate and reflects both current and future agreed capacity requirements
B. The Capacity Plan should be issued each year in January so it coincides with the start of the budget year
C. The Capacity Plan should be reissued every time there is significant change to the business or a new project is implemented
D. The Capacity Plan should be prepared so it can be used as input into the organisation’s budget process in line with the organisation’s financial cycle

Question 3

Performance issues have been highlighted on a service and appropriate corrective improvements have been identified. Which ITIL process would authorise the implementation of these improvements?
A. Performance Management
B. Change Management
C. Capacity Management
D. Release and Deployment Management

Question 4

The items in the following list are key aspects to be considered in which phase of the Service Lifecycle?
1. New or changed services
2. Service Management systems and tools
3. Technology architecture and management systems
4. The processes required
5. Measurement methods and metrics

A. Service Strategy
B. Service Design
C. Service Transition
D. Continual Service Improvement

Question 5

Which of the following benefits would be most quickly realised with the introduction of Service Level Management?
A. Significant improvements in service levels
B. Fewer calls to the Service Desk
C. The cost of IT services is reduced
D. Customer requirements are established

Question 6

What are the three basic elements of Financial Management?
A. Budgeting, IT Accounting, Charging
B. Budgeting, Forecasting, Charging
C. Budgeting, IT Accounting, Management Accounting
D. Costing, Charging, Management Accounting

Question 7

Which of the following would NOT be a consideration when deciding the appropriate level for release units?
A. The ease and amount of change necessary to release and deploy a release unit
B. The amount of resources and time needed to build, test, distribute and implement a release unit
C. The complexity of interfaces between the proposed unit and the rest of the services and IT infrastructure
D. The cost of the individual changes that are to be consolidated within the release unit

Question 8

Which phase of the Service Lifecycle will consider principles of design and methods for converting strategic objectives into portfolios of services and service assets?
A. Service Strategy
B. Service Design
C. Service Transition
D. Continual Service Improvement

Question 9

Which of the following statements about ITIL is INCORRECT?
A. It is a set of publications
B. It offers ‘good practice’ advice with room for self-optimisation
C. It is suitable only for medium to large organisations
D. It has been adopted worldwide

Question 10

An OLA is an agreement between an IT service provider and which of the following?
A. An external service provider
B. Another part of the same organisation
C. An internal customer
D. Both internal and external customers

Question 11

Which of the following statements most accurately describes the relationship between CSI and the Service Lifecycle processes?
A. CSI is predominantly dependent on the process within Service Operations
B. CSI interacts with the activities of all other Service Management processes across the lifecycle
C. CSI interfaces primarily with Service Strategy and Service Design processes
D. CSI is not dependent on any other Service Management process for improvement

Question 12

Which of the following is NOT a process within Service Operation?
A. Event Management
B. Request Fulfilment
C. Access Management
D. Application Management

Question 13

The Service Improvement Plan (SIP) is a key concept within CSI. Which other lifecycle process plays a significant role in creating and managing the SIP?
A. Availability Management
B. Service Level Management
C. Demand Management
D. Quality Management

Question 14

Which of the following activities is NOT part of risk analysis?
A. Evaluating possible vulnerabilities
B. Deploying appropriate countermeasures
C. Identifying current and future threats
D. Identification of key IT Assets

Question 15

Which of the following activities would benefit from the availability of a Supplier and Contracts Database?
1. Supplier categorisation and maintenance
2. Negotiating terms to be included in new contracts
3. Evaluation and set up of new suppliers and contracts
4. Supplier performance management
5. Contract renewal and termination

A. 1, 3 and 5 only
B. 2 and 4 only
C. 1, 3, 4 and 5 only
D. All of the above

Question 16

When does an Incident become a Problem?
A. When an Incident happens more than once
B. When the impact of an Incident is greater than first anticipated
C. When the reported Incident is considered to be a Major Incident
D. Never

Question 17

The Deming Cycle does NOT contain which of the following steps?
A. Plan
B. Do
C. Check
D. Activate

Question 18

Which of the following are the five elements of an Information Security Management System (ISMS)?
A. Planning, Identification, Control, Status Accounting, Verification
B. Policy, Management System, Strategy, Controls, Risks
C. Control, Plan, Implement, Evaluate, Maintain
D. Threat, Effect, Incident, Damage, Control

Question 19

Which of the following is the best description of a Configuration Management System?
A. A set of tools, processes, procedures, policies and databases that are used to manage an IT service provider’s configuration data
B. An Integrated Service Management tool that supports all the other processes and can be called upon by all stakeholders throughout the Service Lifecycle
C. A virtual tool that is owned and used by the SACM process owner
D. An integrated tool that highlights relationships between CIs

Question 20

Which of the following is responsible for keeping the user informed of the situation when there is a Major Incident?
A. The Service Desk
B. The Major Incident Manager
C. The Problem Manager
D. The Incident Manager

Answers:

Question 1: B
Question 2: D
Question 3: B
Question 4: B
Question 5: D
Question 6: A
Question 7: D
Question 8: B
Question 9: C
Question 10: B
Question 11: B
Question 12: D
Question 13: B
Question 14: B
Question 15: C
Question 16: D
Question 17: D
Question 18: C
Question 19: A
Question 20: A



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Questions on ITIL Service Management
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Questions on ITIL Service Operation
Questions on ITIL Continual Service Improvement
Questions on ITIL Processes
Questions on ITIL Technology and Architecture

Below are 3 Sample ITIL Mock Exams each with 20 questions. Try them with a 30 minute time limit. 

1. ITIL Sample Mock Exam 1
2. ITIL Sample Mock Exam 2
3. ITIL Sample Mock Exam 3

Sample ITIL Mock Exam 2 – Time 30 minutes

Question 1

What is the main purpose of the ‘seven Rs’ of Change Management within ITIL guidance?
A. They represent the seven steps of the ITIL Change Management process
B. They represent seven questions that must be considered when assessing a Change
C. They represent the roles and responsibilities of staff involved in Change Management
D. They are the seven tenets upon which Change Management depends

Question 2

Why is remediation planning important in maintaining service availability?
A. To enable the customers to receive the correct level of utility thereby meeting availability targets
B. To enable financial management to make appropriate funding available to meet agreed availability targets
C. To enable Release and Deployment Management to implement approved changes according to the Release Policy
D. To enable services to be recovered with minimum negative impact on the business if a Change implementation fails

Question 3

What is a Release Unit?
A. A part of the IT infrastructure that is unique in its composition
B. The portion of a service or IT infrastructure that is normally released together
C. A collection of authorised changes to the IT infrastructure
D. The document that identifies the schedule for different types of releases

Question 4

Event Management rely on which two types of monitoring tool?
A. Active and Passive
B. Upstream and Downstream
C. Owned and Leased
D. Manual and Automated

Question 5

Which of the following is the best definition of a Problem?
A. An Incident that happens more than once
B. The unknown cause of one or more Incidents
C. An Incident that cannot be resolved
D. An Incident that has significant impact on the business

Question 6

Which of the following processes will make most use of the Known Error Database (KEDB)?
A. Request Fulfilment and Incident Management
B. Incident Management and Problem Management
C. Access Management and Problem Management
D. Request Fulfilment and Access Management

Question 7

Which process has an objective “to provide a channel for users to request and receive standard services for which a predefined approval and qualification process exists”†
A. Change Management
B. Request Fulfilment
C. Access Management
D. There are no ITIL processes with this objective

Question 8

Which of the following describes a significant difference between a Service Request and an Incident?
A. An Incident always comes from a user, whereas a Service Request can originate from anyone in an organisation
B. A Service Request will sometimes be recorded by the Service Desk, whereas an Incident will always be recorded by the Service Desk
C. An Incident is unplanned, whereas a Service Request should usually be planned
D. A Service Request will never be escalated, whereas an Incident will always be escalated

Question 9

Access Management executes policies and actions defined in which other Service Management processes?
A. Service Strategy and Service Design
B. Service Level Management and Request Fulfilment
C. Demand Management and Capacity Management
D. Availability Management and Information Security Management

Question 10

Which of the following is the main goal of the Incident Management process?
A. Restoring normal service as quickly as possible
B. Collecting all information relating to an Incident
C. Communicating with all interested parties
D. Ensuring that all Incidents are logged

Question 11

Problem Management has two major areas of focus, what are they?
A. Reactive and intuitive
B. Reactive and proactive
C. Analysis and resolution
D. Identify and repair

Question 12

Which of the following is NOT a recognised type of event described in ITIL?
A. Informational
B. Warning
C. Unusual
D. Exception

Question 13

Which of the following would NOT normally be a trigger for the Access Management process?
A. A Problem
B. A Service Request
C. An RFC
D. A request from Human Resources (HR) Management

Question 14

Users report Incidents. Which of the following can also report Incidents?
1. Application Management staff
2. Technical Management staff
3. Service Desk staff
4. IT Operations staff
5. Network support staff

A. 1 only
B. 2, 4 and 5 only
C. 1, 2, 4 and 5 only
D. All of the above

Question 15

Which of the following most accurately describes the main role of the Service Desk function?
A. To resolve all Incidents within SLA targets
B. To provide Incident data to Problem Management
C. To act as the ‘single point of contact’ for users and customers
D. To ensure all Service Requests are handled using Request Models

Question 16

Which of the following statements is/are correct?
1. A Local Service Desk is close to the user community it serves
2. Use of Specialised Service Desk groups can allow faster resolution of specific types of Incidents
3. The use of a Virtual Service Desk is not recommended for large organisations

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

Question 17

To which function does the following apply: ‘… the custodian of technical knowledge and expertise related to managing the IT Infrastructure’?
A. Application Management
B. IT Operations Management
C. Operations Control
D. Technical Management

Question 18

What are the two formal organisational structures within IT Operations Management?
A. IT Service Management and IT Operations Control
B. Computer Centre Management and IT Operations Support
C. Facilities Management and IT Operations Control
D. IT Operations Management and Facilities Management

Question 19

Which of the following would NOT normally be recorded by the Service Desk?
A. Incidents
B. Service Requests
C. Standard Changes
D. Problems

Question 20

Which of the following best describes ‘ITIL’ Service Management?
A. A set of books
B. Five books together with some complementary ‘guidance’
C. A Service Management publication
D. Service Management guidance based on ‘best practice’

Answers:

Question 1: B
Question 2: D
Question 3: B
Question 4: A
Question 5: B
Question 6: B
Question 7: B
Question 8: C
Question 9: D
Question 10: A
Question 11: B
Question 12: C
Question 13: A
Question 14: D
Question 15: C
Question 16: C
Question 17: D
Question 18: C
Question 19: D
Question 20: D

More Questions:

ITIL Sample Questions Home Page

Questions on ITIL Service Management
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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

Below are 3 Sample ITIL Mock Exams each with 20 questions. Try them with a 30 minute time limit. 

1. ITIL Sample Mock Exam 1
2. ITIL Sample Mock Exam 2
3. ITIL Sample Mock Exam 3

Monday, January 9, 2012

Sample ITIL Mock Exam 1 – Time 30 Minutes


Questions


Question 1

Demand Management interfaces very closely with, and has a dependency on, which other process?
A. Capacity Management
B. Availability Management
C. Change Management
D. Service Portfolio Management

Question 2

A goal of Financial Management is to ensure proper funding for the delivery of services. What is the main way in which this is achieved?
A. Introducing charging in order to generate required revenue and profit
B. Financial analysis and qualification of the future demand for IT services
C. Establishing mature accounting practices and procedures
D. Influencing demand for IT services to match current resources

Question 3

Which of the following processes is NOT found within the Service Strategy publication?
A. Demand Management
B. Financial Management
C. Service Management
D. Service Portfolio Management

Question 4

Which of the following statements concerning SLAs is INCORRECT?
A. SLAs are developed to match the business needs and expectations
B. SLAs provide the basis for managing the relationship between the service provider and the customer
C. SLAs are not required where there are no external customers
D. SLAs define key service targets and responsibilities of the service provider and the customer

Question 5

Which of the following should typically be considered when creating a Capacity Plan?
1. Cost forecasts for potential resources identified within the plan
2. A description of methods used to calculate potential capacity requirements
3. Detailed analysis on the cause of capacity related incidents
4. Improvement plans from Availability and Service Level Management
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. 2, 3 and 4 only

Question 6

Availability Management needs to consider which two main elements?
A. Service and Component availability
B. Service and System availability
C. Hardware and Software availability
D. Component and System availability

Question 7

Which of the following statements is/are correct?
1. The impact of a disaster may vary depending upon business conditions, when the disaster occurs, how long it takes to recover and the number of customers affected
2. However good an IT Service Continuity Plan is, it is impossible to completely eliminate all risks
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

Question 8

When preparing which of the following documents would it be advisable to seek legal advice?
A. Service Catalogue
B. Service Level Agreement
C. Service Level Requirements
D. Underpinning Contract

Question 9

To what does Single Point of Failure refer?
A. It is another term for ‘mean time between failures? (MTBF)
B. A CI which, if it breaks, does NOT affect the availability of a service
C. A CI which, if it breaks, does affect the availability of a service
D. The Service Desk being a focal point for users and customers

Question 10

Which of the following is NOT a goal of Service Design?
A. To design new and changed services for introduction into the live environment to satisfy business needs
B. To ensure a holistic approach to all aspects of Service Design is taken
C. To ensure there are efficient and effective processes for the design, transition, operation and improvement of services
D. To ensure that there is sufficient understanding of market spaces when analysing patterns of business activity

Question 11

Supplier Management often has to comply with which of the following?
1. Internal corporate governance guidelines
2. External supplier purchasing requirements
3. Industry standard governance or legal requirements
A. 1 only
B. All of the above
C. 1 and 3 only
D. 2 and 3 only

Question 12

Which of the following is correct?
A. Service Level Agreements are written agreements between senior business representatives and external suppliers that document clearly what all parties are going to do for each other
B. Operational Level Agreements are written agreements between a service provider and another part of the same organisation
C. Operational Level Agreements are written agreements between Service Level Management and external service providers
D. Service Level Agreements is a term used by suppliers for Operational Level Agreements

Question 13

The goal of Availability Management can best be described as?
A. To ensure that the level of service reliability delivered in all services is matched to the current and future agreed service levels negotiated with the Service Level Manager
B. To ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner
C. To ensure component availability is measured accurately and in a timely manner in order to fully understand overall end-to-end service availability achievements
D. To monitor performance of external service providers and suppliers to ensure they adequately underpin the overall needs of the user community as agreed in Service Level Agreements

Question 14

A change request could be described as a formal proposal for a Change to be made. Which of the following could be considered as change requests?
1. A request for change to a Service Portfolio
2. A request for change to a service or service definition
3. A project change proposal
4. A request to reboot a server

A. 1 only
B. All of the above
C. 3 and 2 only
D. 1, 2 and 3 only

Question 15

How would you most accurately describe a change to a service for which the approach is pre-authorised?
A. A Change Model
B. A Standard Change
C. A Usual Change
D. A Normal Change

Question 16

A Service Change could best be described as:
A. An authorised release or upgrade to an existing service that has successfully completed testing and is now scheduled for implementation
B. An architectural amendment to a configuration that could contribute to overall service performance
C. The addition, modification or removal of an authorised, planned or supported service or service component
D. A document from a customer that details the requirements for service amendments

Question 17

Which of the following statements is correct regarding the Release Policy?
A. A Release Policy is always defined in the Service Strategy phase of the lifecycle to provide governance of the Release process and Release Management resources
B. A single Release Policy should be defined to govern all services and would include the expected frequency for each release type
C. A Release Policy should be defined for one or more services and would include the expected frequency for each type of release and the approach for accepting and grouping changes into a release
D. A Release Policy should always be renewed annually in line with financial planning cycles

Question 18

Which of the following would normally be accepted as an Emergency Change?
A. A scheduled annual update to an accounting system
B. A release into a test environment to fix a program that is due to go live in two weeks time
C. A repair needed to restart the overnight batch processing after a failure
D. A request to change the functionality of a program

Question 19

Which of the following statements about a Configuration Management System (CMS) is INCORRECT?
A. A CMS is a collection of data that is stored together that describes aspects of a Configuration Item
B. The CMS holds all the information required for CIs that are within the designated scope
C. The CMS will be referenced for a wide variety of purposes during the Service Lifecycle
D. The CMS typically contains configuration data and information that is combined into an integrated set of views for different stakeholders

Question 20

1. Improving the ability to adapt quickly to new requirements and market developments thus providing a competitive edge
2. Improving the success rate of change and release implementations
3. Increasing confidence in the degree of compliance to business and governance requirements during implementations
A. 2 only
B. 2 and 3 only
C. All of the above
D. None of the above

Answers:

Question 1: A
Question 2: B
Question 3: C
Question 4: C
Question 5: B
Question 6: A
Question 7: C
Question 8: D
Question 9: C
Question 10: D
Question 11: C
Question 12: B
Question 13: B
Question 14: B
Question 15: B
Question 16: C
Question 17: C
Question 18: C
Question 19: A
Question 20: C



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Questions on ITIL Service Management
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Questions on ITIL Technology and Architecture

Below are 3 Sample ITIL Mock Exams each with 20 questions. Try them with a 30 minute time limit. 

1. ITIL Sample Mock Exam 1
2. ITIL Sample Mock Exam 2
3. ITIL Sample Mock Exam 3

Tuesday, January 3, 2012

Questions on ITIL Technology and Architecture


Questions:

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

Answers:

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

Questions on ITIL Processes


Questions:

Question 1

Working with well-defined processes is a basic principle of ITIL. Which of the following statements most accurately describes a characteristic of a process?
A. A process delivers end-to-end monitoring of service quality
B. A process provides structure and stability for an organisation
C. A process utilises feedback for self-corrective action
D. A process ensures clear communication of service value

Question 2

Which of the following statements best describes the value of process models?
A. To understand the future requirements for Service Management processes
B. To provide a logical model of the relationship between functions and processes
C. To understand the process and help articulate the distinctive features of a particular process
D. To report on the performance of process efficiency and effectiveness

Question 3

Which of the following is NOT a characteristic of a process?
A. The process should be traceable to a specific trigger
B. The outcome of a process must be automated
C. The specific result of the process must be identifiable
D. The performance of the process should be measurable

Question 4

Which of the following is LEAST important in ensuring processes are well managed?
A. Ensuring each process is owned by a Process Owner
B. Organising processes around a set of clear objectives
C. Aligning processes with international standards
D. Establishing process measurements and metrics

Question 5

Which of the following best describes the profile of a typical Process Owner?
A. Board-level executive with authority, leadership and charisma
B. External consultant with extensive ITIL qualifications and experience
C. Senior-level manager with credibility, influence and authority
D. Functional line manager with direct responsibility for operational teams


Answers:

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

Questions on ITIL Continual Service Improvement


Questions:

Question 1

Which of the following is NOT an objective of Continual Service Improvement?
A. Identifying, selecting and prioritising market opportunities
B. Improving the cost-effectiveness of delivering IT services
C. Making recommendations for improvements in each lifecycle phase
D. Ensuring applicable quality management methods are employed

Question 2

“The primary purpose of Continual Service Improvement is to continually align and realign IT Services to changing business needs.” What is the main way in which this is achieved?
A. Identifying and implementing improvements to measurement methods that support IT processes
B. Identifying and implementing improvements to IT services that support business processes
C. Identifying and implementing improvements to technologies that support IT processes
D. Identifying and implementing improvements to business processes that support IT services

Question 3

What is the main goal of using the Deming Cycle?
A. Measuring and reviewing improvements
B. Facilitating steady ongoing improvement
C. Performing an effective gap analysis
D. Setting clear goals and targets

Question 4

Which are the missing steps from the Question Model in the list below?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. ??
6. ??

A. ‘Did we get there?’ and ‘Where should we go next?’
B. ‘How do we keep the momentum going?’ and ‘Did we get there?’
C. ‘What can we measure?’ and ‘Did we get there?’
D. ‘Did we get there?’ and ‘How do we keep the momentum going?’

Question 5

When improving processes, what are four important areas that measurements and metrics can be focused on?
A. Purpose, Objectives, Inputs and Outputs
B. Performance, Compliance, Quality and Value
C. Objectives, Roles, Responsibilities, and Outcomes
D. Performance, Resources, Measurability and Value

Question 6

Which of the following statements is correct?
A. Baselines are a mechanism for real-time monitoring of quality
B. Baselines need to be documented and accepted within an organisation
C. Baselines must always be conducted by an independent third party
D. Baselines are only used to validate earlier improvement activity

Question 7

Which of the following most accurately describes the relationship between technology and service metrics?
A. The main purpose of service metrics is to support technology metrics
B. Technology metrics are used in calculating end-to-end service metrics
C. Service metrics are not directly supported by technology metrics
D. Technology metrics are calculated from end-to-end service metrics

Question 8

Which of the following statements is INCORRECT in describing the role of a Service Owner?
A. The Service Owner provides a single point of accountability for their specific service
B. In complex, global organisations, Service Owners must always be full-time roles
C. Service Owners are primary stakeholders in the underlying processes which support their service
D. A Service Owner ensures that the Service Portfolio is accurate in relationship to their service

Question 9

In what order would you typically expect the following steps to be conducted when building a RACI matrix?
1. Conduct meetings and assign the RACI codes
2. Identify/define the roles
3. Distribute the chart and incorporate feedback
4. Identify the activities/processes
5. Identify any gaps or overlaps

A. 1, 2, 4, 3 and 5
B. 4, 5, 2, 1 and 3
C. 2, 4, 1, 5 and 3
D. 4, 2, 1, 5 and 3

Question 10

Which of the following metrics would be LEAST useful in helping Question identify opportunities for IT-related improvements?
A. Business metrics
B. Process metrics
C. Service metrics
D. Technology metrics

Answers:

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

Questions on ITIL Service Operation


Questions:

Question 1

The ability for Service Operation to perform effective operational monitoring and control depends on data and information from which of the following processes?
A. Incident Management
B. Request Fulfilment
C. Event Management
D. Access Management

Question 2

Which of the following statements regarding a Known Error are correct?
1. A Known Error should be raised when the diagnosis of a problem is complete and there is a workaround available
2. A Known Error can be raised as soon as it becomes useful to do so
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

Question 3

“A warning that a threshold has been reached, something has changed, or a failure has occurred” describes which of the following?
A. An Incident
B. An Alert
C. A Warning
D. A Change

Question 4

Which of the following is NOT a concept within the Access Management process?
A. Identity
B. Rights
C. Access
D. Possession

Question 5

During the early stages of the Incident process the priority of the Incident is determined.
Which of the following statements regarding the initial priority is/are correct?
1. The initial priority of an Incident should not be changed once it has been assigned
2. The initial priority can be raised if a senior manager is adamant that it needs to be changed
3. If it appears that the Incident will not be resolved within the SLA target then the initial priority can be changed
A. 1 only
B. 2 and 3 only
C. 3 only
D. None of the above

Question 6

In which of the following would the details of a workaround be documented?
A. In a change proposal
B. In the Technical Service Catalogue
C. In a Problem record
D. In an Event register

Question 7

Which process would normally be used to efficiently handle low-risk, frequently occurring, low-cost small changes?
A. Incident Management
B. Request Fulfilment
C. Demand Management
D. Access Management

Question 8

Which of the following is most significant in determining the priority of an Incident?
A. The impact on the business and how quickly the business needs a resolution
B. The seniority of the person logging the Incident
C. The ease and speed of implementing the fix
D. The ability of the Service Desk to rectify the Incident without referral to specialist support groups

Question 9

An effective Request Fulfilment process can contribute to a reduction in workload for which two ITIL processes?
A. Change Management and Release & Deployment Management
B. Change Management and Problem Management
C. Change Management and Incident Management

D. Demand Management and Incident Management
Question 10

Access Management will facilitate which of the following benefits?
1. Controlled access to services to enable an organisation to maintain the confidentiality of its information
2. Employees having the right level of access to execute their jobs effectively
3. An increase in the number of security breaches
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above

Question 11

Which of the following statements correctly describe the purpose of Service Operation?
1. To deliver and manage services at levels agreed with the business
2. To manage the technology used to deliver and support agreed services
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

Question 12

Good communication is essential for effective Service Management. According to ITIL guidance, which of the following statements is INCORRECT?
A. Issues can often be prevented or mitigated with appropriate communication
B. All communication must have an intended purpose
C. Information should always be widely communicated
D. An organisation should have a communications policy

Question 13

With which other ‘progressive’ phases of the lifecycle does Service Operation need to interface?
A. Service Transition only
B. Service Design and Service Transition
C. Service Strategy, Service Design, Service Transition
D. Service Strategy, Service Design, Service Transition and CSI

Question 14

Which ITIL concept could be described as a “generic description for many varying types of demands that are placed upon the IT Department by the users”†
A. Service Request
B. Standard Change
C. A customer requested event
D. Service demand

Question 15

‘A server’s memory utilisation is within 5% of its highest acceptable performance level.’
What would this typically be considered as?
A. An Incident
B. An Event
C. A Major Incident
D. A Problem

Answers:

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

ITIL Sample Questions Home Page

Questions on ITIL Service Management
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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

Questions on ITIL Service Transition


Questions:

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

Answers:

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

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Questions on ITIL Service Management
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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

Questions on ITIL Service Design


Questions:

Question 1

Which of the following most accurately identifies the two aspects of a Service Catalogue?
A. Operational Service Catalogue and Technical Service Catalogue
B. Operational Service Catalogue and Business Service Catalogue
C. Technical Service Catalogue and Business Service Catalogue
D. Internal Service Catalogue and Supplier Service Catalogue

Question 2

Service Design relies on effective supplier and contract evaluation and selection. When selecting a supplier, which of the following should Supplier Management consider?
1. Track record
2. Capability
3. Credit rating
4. Size relative to the business being placed
A. 1, 3 and 4 only
B. 2 only
C. 1 and 2 only
D. All of the above

Question 3

Which of the following is NOT a process within the Service Design publication?
A. Service Portfolio Management
B. Service Catalogue Management
C. Service Level Management
D. Supplier Management

Question 4

Which of the following statements are correct in respect of Service Design?
1. Service Design ensures not only that the functional elements of a service are addressed by the design, but also elements that facilitate management and operational performance
2. The main purpose of Service Design is the design of new or changed services
3. The goal of Service Design is to assist organisations seeking to plan the introduction of new or changed services and advise how to successfully deploy these new services into the production environment
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above

Question 5

Which of the following statements regarding Maintainability is/are correct?
1. Maintainability is concerned with how quickly and effectively a service, a service component or an individual CI can be restored to its normal working status following a failure
2. Maintainability is the measure of how long a service or service component can perform its agreed function without interruption
3. Maintainability is a measure of compliance to a contract by a supplier
A. 1 only
B. 1 and 3 only
C. 2 only
D. All of the above

Question 6

A. Service Design Package is a key concept in the design phase of the Service Lifecycle. Which of the following would you expect to find within a Service Design Package?
1. Organisational Readiness Assessment
2. Service contacts
3. Service functional requirements
4. Business requirements
5. Service Transition Plans
A. 1, 3 and 4 only
B. 5 and 3 only
C. 2, 4 and 5 only
D. All of the above

Question 7

The implementation of ITIL Service Management is about preparing and planning the effective and efficient use of which of the following?
A. People, Processes, Performance, Products
B. People, Processes, Products, Partners
C. Policies, Purpose, Projects, Practices
D. Planning, Price, Practicality, Performance

Question 8

A customer-based SLA could be best described as?
A. A single agreement covering the needs of several customers
B. A single document that covers the differing needs of several customers
C. A multi-paged document that all parties agree complies with internal quality assurance requirements
D. A single agreement for an individual customer group that details the levels of service provided to that group

Question 9

Which of the following is an alternative term used to describe a form of SLA Monitoring (SLAM) chart?
A. RAG
B. RACI
C. ITAMM
D. SMO

Question 10

Which of the following is the best description of a document that details the initial requirements of the customer in terms of business needs?
A. The Business Service Catalogue
B. Service Level Requirements (SLR)
C. Service Level Agreement (SLA)
D. Service Overview Analysis (SOA)

Question 11

Which of the following statements most accurately describes ITIL guidance regarding conducting Service Reviews?
A. Service Review meetings must always be held on a monthly basis
B. Periodic review meetings must be held on a regular basis with customers to review the service achievements in the previous period
C. Service Review meetings are always held with both the customer and external service suppliers and can be at any time to suit either party
D. Service Reviews must be held between Service Level Management and customer representatives only at the specific time agreed within the Service Level Agreement

Question 12

Which of the following statements are correct in all cases?
1. Service Level Management produces reports on the progress and success of Service Improvement Plans (SIPs)
2. Service Level Management is responsible for the quality of services delivered to customers
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above

Question 13

Which of the following statements is INCORRECT regarding Service Catalogue Management (SCM)?
A. SCM is responsible for ensuring agreed details of all services currently being provided, or those being prepared for transition to the live environment, are included in a Service Catalogue
B. SCM is responsible for ensuring customers are provided with informative data relating to the services being provided in the live environment and that this information is current and relevant
C. SCM is responsible for ensuring details of all pipeline services are included in the Service Catalogue
D. SCM is responsible for ensuring service attributes, as agreed by the Service Level Manager and Service Portfolio Manager, are documented in the Service Catalogue and are kept under strict change control

Question 14

Which of the following statements most accurately describes the overall goal of Information Security Management?
A. To protect the interests of customers and users by protecting systems from harm caused by failure of availability, confidentiality or integrity
B. To align IT security with business security requirements and to ensure that information security is effectively managed in all Service Management activities
C. To produce and maintain an overall Information Security Policy that defines the organisation’s stance and attitude on all security matters
D. To develop an effective Information Security Management System that supports the business objectives and Information Security Policies

Question 15

Compliance to organisation-wide Information Security policy requirements should be referenced within which of the following documents?
1. Service Level Agreements
2. Operational Level Agreements
3. Third party underpinning contracts
4. Security policies
A. 1, 3, and 4 only
B. 1 and 4
C. None of the above
D. All of the above

Answers:

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

Questions on ITIL Service Strategy


Questions:

Question 1
Which of the following describes the main way in which the Service Strategy publication can assist an organisation?
A. To manage strategic relationships within the IT industry
B. To implement ITIL within an IT organisation
C. To enable strategic integration with customers and suppliers
D. To develop Service Management as a strategic assist

Question 2
Which of the following statements about the Service Portfolio are correct?
1. The Service Portfolio represents the investments made by a service provider
2. The Service Portfolio includes third party services that are part of service offerings
3. The Service Portfolio represents the ability of a service provider to serve customers and market spaces
A. 1 and 2 only
B. All of the above
C. 1 and 3 only
D. 2 and 3 only

Question 3
What details are contained in the Service Pipeline?
A. Operational capability within the context of a market space
B. The resources engaged in all phases of the Service Lifecycle
C. Business requirements that have not yet become live services
D. Knowledge and information about phased-out services

Question 4
Which of the following statements is/are correct about IT Governance?
1. IT Governance is an integral part of enterprise governance
2. IT Governance is the responsibility of the board of directors
3. IT Governance enables organisations to benchmark processes
A. 1 only
B. 1 and 2 only
C. 2 and 3 only
D. All of the above

Question 5
A Business Case can be most accurately described as?
A. A method for tracking Business expenditure
B. A decision support and planning tool
C. A management tool for Business communication
D. A technique for calculating service valuation

Question 6
From a Service Management perspective which of the following is NOT a specific risk management activity?
A. Financial analysis of the likely consequences of a Business action
B. Ensuring processes are in place for on-going monitoring of risks
C. Identification and selection of appropriate countermeasures
D. Having access to reliable and up-to-date information about risks

Question 7
It is important to distinguish between the three different types of service provider. Which of the following most accurately describes the main difference between Type I and Type II service providers?
A. Type I providers are internal and Type II provide external services
B. Type I providers are internal and Type II provide shared services
C. Type I providers are external and Type II provide internal services
D. Type I providers are technology focused and Type II Business focused

Question 8
Value is defined not only in terms of the customer’s Business outcomes; it is also highly dependent on?
A. The maturity of the IT processes
B. Managing the cost of service provision
C. The customer’s perceptions
D. Effective resource utilisation

Question 9
Which of the following most accurately describes the need for service providers to develop a marketing mind-set?
A. To offer customers a comprehensive service catalogue
B. To offer competitively priced service offerings
C. To look at services from the customer’s perspective
D. To utilise a wide range of communication channels

Question 10
‘Fitness for purpose’ of a service comes from which of the following?
A. The attributes of the service that have a positive effect on the performance of the Business
B. The ability of a service to remain operational at all times as agreed in an SLA
C. The ability of a service to provide the required levels of functionality when required
D. The service being provided by an outsourcing organisation

Question 11
Which of the following are potential benefits of analysing patterns of Business activity?
1. Service Design can optimise designs to suit Business demand patterns
2. Financial Management can approve incentives to influence demand
3. Service Operation can adjust allocation of resources and scheduling
4. Service Portfolio Management can prioritise appropriate investments
A. 1 and 3 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above

Question 12
How is Financial Management applicable to the different types of service provider?
A. Financial Management is mostly applicable to external service providers
B. Financial Management is only applicable to Type II and Type III providers
C. Financial Management is less applicable for internal service providers
D. Financial Management is equally applicable to Type I, II and III service providers

Answers:

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

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
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Questions on ITIL Service Design
Questions on ITIL Service Transition
Questions on ITIL Service Operation
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Questions on ITIL Technology and Architecture

Questions on ITIL Service Management


Question 1:

There are several sources of good practice including public frameworks, standards, and the proprietary knowledge of organisations and individuals. Which of the following statements are correct? (More than one may be correct)
1. Proprietary knowledge is difficult to replicate or transfer
2. Standards are only available through licensing agreements
3. Organisations should cultivate their own proprietary knowledge
4. Public frameworks are validated across multiple organisations

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

Question 2:

Which of the following best describes how services deliver value to customers?
A. Enabling the effective outsourcing of IT Services
B. Reducing the overall cost of IT Service provision
C. Facilitating the outcomes customers want to achieve
D. Ensuring successful project delivery to the business

Question 3:

ITIL has become the most widely accepted approach to Service Management in the world. Which of the following is Incorrect about Service Management?
A. Service Management is a professional practice supported by an extensive body of knowledge
B. Service Management is a set of specialised organisational capabilities for providing value to customers
C. Adoption of Service Management has grown primarily due to advances in tools and technology
D. Formal schemes exist for education, training and certification in Service Management

Question 4:

Which of the following statements are correct? (More than one may be correct)
1. Functions are specialised to perform certain types of work
2. Functions accumulate their own body of knowledge through experience
3. Functions improve coordination through developing their own processes
4. Functions provide structure and stability to organisations
A. 1 and 2 only
B. 1 and 4 only
C. 2, 3 and 4 only
D. 1, 2 and 4 only

Correct Answers:

Question 1: D
Question 2: C
Question 3: C
Question 4: 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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