
ITIL V3 Quiz
Quiz
•
Computers
•
University
•
Practice Problem
•
Easy
Emilio Macaso
Used 1+ times
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25 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
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