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WorksheetsITIL Trial Exam
Total questions: 40
Worksheet time: 20mins
Which BEST describes a 'partner' from the 'four Ps'?
Vendor
Customer
Department
Business
In which stage of the CSI seven-step improvement process is data transformed into information?
Gather the data
Define what you can measure
Implement improvements
Analyse the data
What is the process owner accountable for?
Managing resources assigned to the process
Communicating process information to ensure awareness
Ensuring that all required activities are carried out throughout the
service life-cycle
Creating records to show that activities have been carried out
correctly
Which statement BEST describes the customers and users of an IT service?
Customers buy IT services; users use IT services
Customers design IT services; users test IT services
Customers sell IT services; users improve IT services
Customers agree the service levels; users buy IT services
Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
Technology, customer, user
Corporate, customer, service
Corporate, customer, technology
Service, user, IT
Which of the following are process enablers?
Activities and work instructions
Objectives and feedback
Policies and procedures
Resources and capabilities
Which statement about configuration items (CIs) is NOT true?
They are an asset required to deliver an IT service
They must be under the control of change management
They are managed by the deployment process
They can be a server or a software license
Which tool helps with defining accountability and responsibility within processes?
A CSI register
A project charter
A RACI model
A communications plan
What do customer perceptions and business outcomes help to define?
The value of a service
Service metrics
The total cost of a service
Key performance indicators (KPIs)
What are the two MAIN types of activity in problem management?
Technical and service
Resource and proactive
Reactive and technical
Proactive and reactive
What is the ITIL guidance relating to the closure of resolved incidents?
Anyone can close an incident once it has been resolved
Only the technician that resolved the incident should close the
incident
Only the service desk should close resolved incidents
Only the person who raised the incident should close it once it is
resolved
Why is ITIL successful?
It always guarantees cost savings
Its practices are applicable to any IT organization
It makes technology architecture easy to design
It can be fully implemented in 30 days
Which process works with change management to ensure only authorized components are used?
Knowledge management
Service portfolio management
Service asset and configuration management
Financial management for IT services
Which process coordinates the resources to ensure the design of the service is realized in service operation?
Knowledge management
Change evaluation
Business relationship management
Transition planning and support
How can service automation benefit the warranty of a service?
It can prevent service capacity from being increased to keep up with
demand
It can monitor service performance and allocate resources based
on demand.
It can safely shut down a service that is in danger of exceeding
demand
It can improve service quality more efficiently than service
management staff
Which two units combine to form the IT operations management function?
Facilities management and service desk
Technical management and IT operations control
Technical management and applications management
IT operations control and facilities management
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase: 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
Which is an objective of information security management?
To ensure there are sufficient information resources to enable
recovery following a disaster
To ensure that risk reduction measures and resilience options are
available to support the business
To pre-empt performance issues by taking the necessary actions
before they occur
To ensure that information is complete, accurate and protected
against unauthorized modification
Which processes ensure the targets in the underpinning contracts are appropriate?
Design coordination and service level management
Supplier management and service level management
Service level management and availability management
Configuration management and service portfolio management
What record is raised when a problem diagnosis is complete and a workaround is available?
A service object
An incident
A change
A known error
Which process is responsible for the maintenance of standard contracts, terms and conditions?
Supplier management
Contract management
Service level management
Financial management for IT services
What do major incidents require?
Separate procedures
Less urgency
Longer timescales
Less documentation
Which is the BEST definition of IT service management?
An organization supplying services to only external customers
The customer of an IT service provider who defines and agrees the
service targets
The implementation and management of quality IT services that
meet business needs
The resources that are utilized to provide value to customers
through services
Which process is responsible for sourcing and delivering components of requested standard services?
Request fulfillment
Service portfolio management
Service desk
IT finance
Which of the following form part of the five major aspects of service design?
1. Service solutions for new or changed services
2. Management policies and guidelines
3. Business and governance requirements
4. Technology architectures and management architectures
1 and 2
2 and 3
3 and 4
1 and 4
Which is examined to discover the business demand for services?
Premium business assets
Patterns of business activity
Provider business assets
Predicted business architecture
Which of the following is an example of proactive problem
management?
Automated detection of an infrastructure or application fault, using
event/alert tools automatically to raise an incident
Analysis of an incident by a technical support group which reveals
that an underlying problem exists, or is likely to exist
Suspicion or detection of a cause of one or more incidents by the
service desk
Trending of historical incident records to identify one or more
underlying causes
Which process is responsible for discussing reports with customers, showing whether services have met their targets?
Continual service improvement
Change management
Service level management
Availability management
Which is NOT an objective of service transition?
To ensure that a service can be managed, operated and supported
To provide training and certification in project management
To provide quality knowledge and information about services and
service assets
To plan and manage the capacity and resource requirements to
manage a release
Which of these should a change model include?
1. The steps taken to handle the change
2. Who is responsible for actions, including escalation
3. Timescales and thresholds for completion of the actions
4. Procedures for handling complaints resulting from the actions
1, 2 and 3
1, 2 and 4
1, 3 and 4
2, 3 and 4
What is NOT within the scope of service catalog management?
Contribution to the definition of services
Interfaces between all services and supporting services
Interfaces between the service catalog and service portfolio
Fulfillment of business service requests
Which service transition process provides guidance about converting data into information?
Change evaluation
Knowledge management
Service validation and testing
Service asset and configuration management
Which is the CORRECT list of metrics to support CSI activities?
Technology, customer and business
Business, service and technology
Customer, business and process
Process, technology and service
What is defined as: 'the ability of a service component or configuration item (CI) to perform its agreed function when required'?
Serviceability
Availability
Capacity
Continuity
What value does the continual service improvement (CSI) stage provide to the business
It provides quick and effective access to new standard services
It ensures that IT services remain continuously aligned to business
requirements
It increases confidence that a new or changed service can be
delivered to specification
It continually monitors services to identify thresholds that are met or
service targets that are breached
What is within the scope of business relationship management?
Understanding the business outcomes the customer wants to
achieve
Chairing the change advisory board (CAB) for important business
changes
Communicating updates to service requests
Finding the underlying cause of business critical service outages
Which life cycle stage provides value by optimizing the handling of service outages and identifying root causes?
Service operation
Service design
Continual service improvement
Service transition
Which is NOT an objective of the change management process?
To ensure that all changes to configuration items are recorded in
the configuration management system
To ensure that changes are recorded and evaluated
To respond to the business and IT requests for change that will
align the services with the business needs
To deliver and manage IT services at agreed levels to business
users
Which is a reason why incident management interfaces with service level management?
To ensure that problem records are circulated to all customers
To ensure that the status of faulty configuration items (CI) is
recorded
To ensure that incident resolution times are aligned with business
needs
To ensure that incident workarounds are acceptable to the
customers
Which is an example of an internal customer?
A customer who has a contract with an internet service provider for
a broadband connection
The HR department whose payroll service is provided by their
organization's IT department
An IT department that uses a network service obtained from a
supplier
A retail bank that outsources its infrastructure to a third-party
supplier
