Itil Test Samples

Front 1

Complete set of services that are managed by a service provider

Back 1

Service Portfolio

Front 2

Services that are presently active in the Service Operation phase as well as those that are approved to be readily offered to current or prospective customers.

Back 2

Service Catalogue

Front 3

A subset of Service Portfolio

Back 3

Service Catalogue

Front 4

A database or structured document listing all IT Services that are under consideration or development, but are not yet available to customers

Back 4

Service Pipeline

Front 5

An agreement between an IT Service Provider and a customer

Back 5

Service Level Agreement

Front 6

True or False:
Improving cost effectiveness of delivering IT services without sacrificing customer service is a result of Continual Service Improvement

Back 6

False

Front 7

Service requests are an element of what?

Back 7

Service operation

Front 8

What are the four P's of Service Design?

Back 8

People Process Products Partner

Front 9

Service Management consists of which two main components?

Back 9

Functions and Processes

Front 10

What type of Service Desk merges several Service Desks into a single location?

Back 10

Centralized Service Desk

Front 11

According to ITIL best practice, what is considered to be at the core of Service Management?

Back 11

Transforming resources into valuable services

Front 12

Fitness of use is also known as what?

Back 12

warranty

Front 13

What Service management process has a purpose to provide a point of focus and management for all performance-related issues, relating to both services and resources.

Back 13

Capacity Management

Front 14

Improve cost effectiveness of delivering IT service without sacrificing customer satisfaction.

Back 14

Continual Service Improvement

Front 15

True or False:
Faster resolution of problems is considered a justification for implementing a Service Desk

Back 15

False

Front 16

Which of the four P's of Service Design would suppliers fall under?

Back 16

Partners

Front 17

True or False Service Continuity Management is responsible for operations control and facilities management

Back 17

False

Front 18

True or False Operations Management is responsible for operations control and facilities management

Back 18

True

Front 19

True or False:
A goal of Change Management is to Respond to the customer's changing business requirements while maximizing value and reducing incidents, disruption, and re-work

Back 19

True

Front 20

True or False:
A goal of Change Management is to Respond to the business and IT requests for change that will align the services with the business needs

Back 20

True

Front 21

True or False:
A goal of Change Management is to Minimize the number of quality and compliance issues caused by improper configuration of services and assets

Back 21

False

Front 22

True or False:
A goal of Change Management is to Ensure that organization and stakeholder change is managed during the release and deployment activities

Back 22

False

Front 23

a grouping of assets that are intended to create value for customers, in the form of goods and services

Back 23

Business Unit

Front 24

Units of organizations specialized to perform a certain type of work and responsible for specific outcomes

Back 24

Function

Front 25

Closed-loop systems providing change and transformation towards a goal

Back 25

Processes

Front 26

Framework of management roles and responsibilities

Back 26

RACI Model

Front 27

Knowledge Management is normally presented within which type of structure?

Back 27

Data-to-Information-to-Knowledge-to-Wisdom (DIKW)

Front 28

A design flaw or malfunction that causes a Failure of one or more Configuration Items or IT services

Back 28

Error

Front 29

A warning that a threshold has been reached, something has changed, or a Failure has occurred

Back 29

Alert

Front 30

A Problem that has a documented Root Cause and a Workaround

Back 30

Known Error

Front 31

An unplanned interruption to an IT service or reduction in the quality of an IT service

Back 31

Incident

Front 32

True or False:
Service Management represents one of the ITIL v3 Lifecycle core volumes

Back 32

False

Front 33

True or False:
Service Design represents one of the ITIL v3 Lifecycle core volumes

Back 33

True

Front 34

True or False:
Service Strategy represents one of the ITIL v3 Lifecycle core volumes

Back 34

True

Front 35

True or False:
Continual Service Improvement represents one of the ITIL v3 Lifecycle core volumes

Back 35

True

Front 36

True or False:
The process Owner's role is responsible for defining the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process

Back 36

True

Front 37

True or False:
The process Manager's role is responsible for defining the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process

Back 37

False

Front 38

A Configuration Item (CI) is under the control of which Service Management process

Back 38

Change Management

Front 39

True or False:
Service level management is the Service Management process that is responsible for completing regular Business Impact Analysis (BIA) exercises

Back 39

False

Front 40

True or False:
IT Service Continuity management is the Service Management process that is responsible for completing regular Business Impact Analysis (BIA) exercises

Back 40

True

Front 41

True or False:
Services is A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs or risks

Back 41

True

Front 42

True or False:
Services is A set of specialized organizational capabilities for providing value to customers in the form of services

Back 42

False

Front 43

True or False:
Service management is A set of specialized organizational capabilities for providing value to customers in the form of services

Back 43

True

Front 44

True or False
Resources and Capabilities best describes Service Assets?

Back 44

True

Front 45

True or False:
Internal experience is a source of good practice

Back 45

True

Front 46

True or False
Service Strategy is a source of good practice

Back 46

False

Front 47

True or False:
Utility and Warranty can be improved by Service Automation

Back 47

True

Front 48

True or False:
Input and Output can be improved by Service Automation

Back 48

False

Front 49

True or False:
updating CSI policies would be completed during the Do phase of the Deming Cycle

Back 49

Flase

Front 50

True or False:
updating CSI policies would be completed during the Act phase of the Deming Cycle

Back 50

True

Front 51

True or False:
Board of directors and executive management owns the responsibility of IT Governance

Back 51

True

Front 52

True or False:
IT Operations Management owns the responsibility of IT Governance

Back 52

False

Front 53

True or False:
Capacity Plan should be published Annually

Back 53

True

Front 54

True or False:
Capacity Plan should be published Monthly

Back 54

False

Front 55

True or False:
Service availability is the level of Availability Management are the potential effects of component unavailability on service availability considered

Back 55

True

Front 56

True or False:
A function is Units of organizations specialized to perform a certain type of work and responsible for specific outcomes

Back 56

True