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WorksheetsITSM Practice Exam
Total questions: 57
Worksheet time: 29mins
Which of the following processes is NOT a part of Service Strategy?
Business Relationship Management
Service Portfolio Management
Financial Management
Knowledge Management
True or False:
An incident can also be a planned disruption of a service.
True
False
To which of the ITIL stages does IT Security Management belong?
Service Design
Service Transition
Service Strategy
Service Operation
Which term is being described:
All the common rules, policies, and directions that the IT and the business use.
Governance
Portfolio
RACI Model
Management
Which of the following is NOT one of ITIL core publications?
Service Operation
Service Transition
Service Design
Service Improvement Strategy
Which of the following alternative/alternatives is characteristic for a function?
1. Specialised to perform a specific type of work
2. Organised with capabilities and resources to perform their task
3. Responsible for the specific result
4. Is repeatable and measurable
Only 1
1 and 3
1, 2 and 3
All of the above
What does the letter ”C” stand for in the RACI model?
Classified
Configured
Communicated
Consulted
Which of the following lists the three parts of the Service Portfolio?
Business Case, Service Catalogue, Retired Services
Resources, Capabilities, Assets
Service Pipeline, Service Catalogue, 3rd party services
Service Pipeline, Service Catalogue, Retired Services
Which of the following alternative / alternatives is the objective of Service Strategy?
1. Understand customer and business requirements
2. Answer the questions ” why, what and how”
3. Define goals and policies
4. Consider service assets needed
Only 4
1, 3 and 4
1, 2 and 3
All of the above
Which of the following is NOT an activity within Financial Management?
Accounting
Investment analysis
Procurement
Budgeting
Which of the following is the best description of the 4 P's of Service Design?
4 questions that need to be asked when considering Service Design specifications
4 important areas that need to be taken into consideration when performing Service Design
4 definitions that are necessary to perform Service Strategy
4 activities needed to be executed to design a service successfully
Service Asset and Configuration Management is part of which ITIL Stage?
Service Design
Service Transition
Service Strategy
Service Operation
Event Management is part of which ITIL stage?
Service Operation
Service Transition
Service Design
Continual Service Improvement
Which of the options are the 4 P's of Service Design?
(4 correct answers)
People
Product
Processes
Partners
Patterns
What does the letter ”I” stand for in the RACI model?
Informed
Insured
Initialised
Iterated
What is the Deming Cycle used for?
Quality improvement
Designing services
Revamping a service strategy
Transitioning a service from design to operation
What is the abbreviation of the Deming Cycle?
PDCA
RACI
ECAB
CMDB
Which of the following processes are part of Service Strategy?
(multiple correct answers)
Financial Management
Business Relationship Management
Service Portfolio Management
Change Management
Capacity Management
What best describes the use of the RACI model?
Describes the attributes a function should strive for
Describes the goals every person in a function should have
Describes people's role within a function
Describes the requirements a service should meet
Which of the following matches:
A condition that must be met for a service to be deemed successful.
Baseline
Critical Success Factor
Key Performance Indicator
Which ITIL principle is Problem Management a part of?
Service Design
Service Transition
Service Operation
Continual Service Improvement
In which process is a previously unknown error which is now resolved added to the Known Error Database (KEDB)?
Event Management
Incident Management
Problem Management
Change Management
Which term best describes the following:
A change of state that effects a configuration item or a service.
Event
Problem
Incident
Alert
Which of the following objectives are part of Access Management?
(Multiple correct answers)
Manage access to services based on policies.
Efficiently respond to requests for granting access to services.
Oversee access to services.
Protect sensitive data from unauthorised users.
Securing the network and other IT assets from malicious software.
Which of the following are objectives of the Service Desk?
(Take your time to read it, it's tricky)
(Multiple answers are correct)
Allocate category and priority to incidents
Conducting customer / user satisfaction surveys
Escalating incidents they cannot resolve to Change Management
Pro-actively fixing possible issues that they predict might arise.
Which ITIL principle is Availability Management a main process of?
Service Design
Service Transition
Service Operation
Continual Service Improvement
Which of the following are stakeholders of an IT department?
(Multiple answers are correct)
Users of IT services
Customers who buy IT services
Suppliers who supply goods to the IT department
True or False:
The manager in a function is usually the person who is associated with the letter A in the RACI model.
True
False
The service owner is often associated with the letter I in the RACI Model.
True
False
Which process is described:
Ensure that all current and planned IT services are delivered to the agreed targets.
Service Level Management
Service Asset Management
Service Catalogue Management
Incident Management
In Service Design, Availability means:
Ability to perform agreed function
Measure of service restoration after failure
Frequency of failures
Which term describes the following:
Actions taken to recover after a failed change or release.
Availability
Maintenance
Revert
Remediation
Which of the following tools are used by Service Asset & Configuration Management?
(Multiple correct answers)
CMDB
CMS
DML
To which group of people should the Information Security policy be available?
Only staff involved in IT Security Management
All customers, users and IT staff
Business unit managers and top IT Management
Business unit manager and IT staff
What type of change is being described:
A pre-authorised change that is low-risk, relatively common and follows procedure.
Standard Change
Normal Change
Emergency Change
What type of change is being described:
A change that should be implemented as fast as possible.
Standard Change
Normal Change
Emergency Change
A password reset is an example of:
Standard Change
Normal Change
Emergency Change
A broken HDMI cable is replaced to fix a defect computer screen.
This an example of:
Proactive problem management
Reactive problem management
Every few months, drivers are checked for available updates and updated on all computers to make sure they don't get outdated.
This an example of:
Proactive problem management
Reactive problem management
Service Catalogue Management belongs to:
Service Design
Service Transition
Service Operations
CSI
Supplier Management belongs to:
Service Design
Service Transition
Service Operations
CSI
Release & Deployment Management belongs to:
Service Design
Service Transition
Service Operations
CSI
Request Fulfilment belongs to:
Service Design
Service Transition
Service Operations
CSI
7-step Improvement Process belongs to:
CSI
Service Operations
Service Transition
Service Strategy
Application Management belongs to:
CSI
Service Operations
Service Transition
Service Strategy
Service Design
IT Service Continuity Management belongs to:
CSI
Service Operations
Service Transition
Service Strategy
Service Design
Knowledge Management belongs to:
CSI
Service Operations
Service Transition
Service Strategy
Service Design
Configuration Management belongs to:
CSI
Service Operations
Service Transition
Service Strategy
Service Design
What type of change is being described:
A change that does not have a pre-authorised procedure and also does not have an urgent priority.
Standard Change
Normal Change
Emergency Change
What is being described:
The minimum standard of service that is offered. Should be consistent throughout the organisation.
Performance Indicator
Baseline
Standard Change
Service Level Agreement
Which description best matches a Type I Service Provider?
An IT service provider within a function.
An IT service provider within an organisation that serves multiple functions.
An IT service provider which is a different organisation, offering their service to other organisations.
Which description best matches a Type II Service Provider?
An IT service provider within a function.
An IT service provider within an organisation that serves multiple functions.
An IT service provider which is a different organisation, offering their service to other organisations.
Which description best matches a Type III Service Provider?
An IT service provider within a function.
An IT service provider within an organisation that serves multiple functions.
An IT service provider which is a different organisation, offering their service to other organisations.
What is Step 1 in the 7-Step Improvement Process?
Identify the improvement strategy
Gather the data
Define what you will measure (KPIs)
Implement the improvement
What is Step 2 in the 7-Step Improvement Process?
Identify the improvement strategy
Gather the data
Define what you will measure (KPIs)
Implement the improvement
What is Step 3 in the 7-Step Improvement Process?
Identify the improvement strategy
Gather the data
Define what you will measure (KPIs)
Implement the improvement
What is the last step in the 7-Step Improvement Process?
Identify the improvement strategy
Analyse the data
Define what you will measure (KPIs)
Implement the improvement
