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ITIL Practice Test 1

ITIL Practice Test 1

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Published by DJ

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Published by: DJ on Sep 30, 2010
Copyright:Attribution Non-commercial


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ITIL Practice Questions
What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
Define what you should measure, define what you can measure, gather data and process data
A benefit of using Service Design tools is?
To help ensure that standards and conventions are followed
Application Management is NOT responsible for?
Developing functionality required by the business
Which of the following statements are CORRECT?1. A Process responds to specific events2. A process is performance driven and able to be measured
Both of the above
Which of the following is the CORRECT description of the Four Ps of Service Design?
The four major areas that need to be considered in the design of effective service management
Which of the following statements are CORRECT?1. Service Transition provides guidance on moving new and changed services into production2. Service Transition provides guidance on testing3. Service Transition provides guidance on the transfer of services to or from an external serviceprovider 
All of the above
Which of the following would NOT be stored in the Definitive Media Library (DML)?
Backups of application data
Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery modeloptions?
Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources
Which of the following is the most appropriate approach to carrying out Service Operations?
Service Operations should maintain a balance between an internal IT view and an externalbusiness view
Which of the following are aims of the Release and Deployment Management process?1. To ensure there are clear release and deployment plans2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services, operations and support4. To provide cost justifiable IT capacity that is matched to the needs of the business
1, 2 and 3 only
What is the purpose of the Request Fulfilment Process?
Dealing with Service Requests from the users
A Process Owner is responsible for which of the following?
Monitoring and improving the process
The main objective of Availability Management is?
To ensure that service availability matches or exceeds the agreed needs of the business
Which of the following identifies two Service Portfolio components within the Service Lifecycle?
Service Pipeline and Service Catalogue
Which of these is NOT a type of change?
Urgent Change
Why should monitoring and measuring be used when trying to improve services?
To validate, direct, justify and intervene
What is the RACI model used for?
Documenting the roles and relationships of stakeholders in a process or activity
Which is the CORRECT sequence of events in choosing a technology tool?
Requirements; Selection Criteria; Evaluate; Select.
The following options are considered within which process?1. Big Bang vs Phased2. Push and Pull3. Automated vs Manual
Release and Deployment Management

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