ITIL V3 Quiz

Which of the following best describes the purpose of Service Design Coordination?

• To ensure that all Service Design activities align with business objectives

• To ensure that all IT teams adhere to the Change Management process

• To evaluate new services before they enter production

• To create technical documentation for all new IT services

Which of the following is a key metric for measuring the effectiveness of Capacity Management?

• Percentage of incidents resolved within SLA

• Mean Time to Repair (MTTR)

• Utilization and performance trends of IT resources

• Number of unauthorized changes detected

In ITIL V3, which process is primarily responsible for ensuring that IT services continue to deliver value even as business needs evolve?

• Service Transition

• Service Level Management

• Continual Service Improvement (CSI)

• IT Service Continuity Management

What is the main difference between an Emergency Change and a Normal Change?

• An Emergency Change must always be implemented within 24 hours

• A Normal Change follows the full Change Management process, while an Emergency Change is fast-tracked to minimize impact

• A Normal Change does not require CAB approval, whereas an Emergency Change does

• Emergency Changes only apply to security patches

What is the best method for measuring the effectiveness of Problem Management?

• The percentage of changes successfully deployed

• The reduction in the number and impact of recurring incidents

• The number of service requests closed within SLA

• The time taken to escalate major incidents

What is the purpose of the Business Impact Analysis (BIA) in ITIL V3?

• To assess the financial cost of IT service failures

• To evaluate how IT changes impact end-users

• To determine the potential consequences of a service disruption on business operations

• To provide a legal framework for IT contracts

What is the purpose of the Service Pipeline in ITIL V3?

• To track all active service requests

• To provide a record of all retired services

• To list all upcoming and planned services that are not yet operational

• To document customer feedback for existing services

What is the primary objective of IT Service Continuity Management (ITSCM)?

• To reduce the overall cost of IT service management

• To ensure IT services can be recovered within agreed timeframes after a disruption

• To automate IT service delivery processes

• To improve IT service performance monitoring

What is the difference between a workaround and a known error in ITIL V3?

• A workaround is a temporary solution to an incident, while a known error is a problem that has been diagnosed but not permanently resolved

• A known error is a temporary fix, while a workaround is a permanent resolution

• A workaround requires CAB approval, while a known error does not

• There is no difference between a workaround and a known error

Which of the following is a key responsibility of Demand Management?

• Identifying patterns of business activity to anticipate IT service needs

• Managing IT security risks

• Ensuring that IT service costs remain within budget

• Automating service request fulfillment