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ITIL® Awareness | ITIL V3 Question and Answers

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ITIL® Awareness | ITIL V3 Mock Test

In ITIL online test, we will cover these topics such as itil, itil foundation, what is itil, itil
framework, itil v4, information technology infrastructure libray, itil framework, what is itil,
itil processes, software itil, it service, what is itil processes, service management framework
itil, itil service management, itil structure, why itil and so on.

ITIL stands for Information Technology Infrastructure Library. It is a set of proven IT

processes and common practices for IT Service Management (ITSM). ITIL V2 and ITIL V3 are
standards in the field of ITSM.

Which sub process of Capacity Management focuses on the IT Infrastructure that is used to
support provision?

a. Business Capacity Management

b. Component Capacity Management

c. Service Capacity Management

d. All of the above

Show Answer

Answer : Component Capacity Management

The information security policy should include all of the following policies EXCEPT

a. A charging policy

b. A record retention policy

c. A E-mail policy

d. An asset disposal policy

Show Answer

Answer : A charging policy

What is the purpose of Service Design?

a. To define the perspective, position, plans, and patterns that a service provider needs to
execute to meet an organization’s business outcomes

b. To ensure that new, modified, or retired services meet the expectations of the business as
documented in the service strategy and service design stages of the lifecycle

c. To coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels to business users and customers

d. To plan out the services, governing practices, processes and policies required to realize the
service provider’s strategy and to facilitate the introduction of services into supported
environments

Show Answer

Answer : To plan out the services, governing practices, processes and policies required to
realize the service provider’s strategy and to facilitate the introduction of services into
supported environments

Which of the following is NOT a purpose of the Service Asset and Configuration Management
(SCAM) process?

a. To determine the most appropriate release-unit level for each asset or component

b. To ensure that accurate and reliable information about assets is available when and
where it is needed

c. To include details of how assets have been configured and the relationships between
assets

d. To ensure that the assets required to deliver services are properly controlled

Show Answer

Answer : To determine the most appropriate release-unit level for each asset or component

Which statement about IT Operations Management is CORRECT?

a. It is responsible for ensuring that business and IT services provider strategies and plans
are closely aligned

b. It is responsible for performing the daily activities needed to manage IT services and the
supporting IT infrastructure

c. It is responsible for managing risks that could seriously impact IT services

d. It is responsible for allowing users to make use of IT services, data or other assets

Show Answer

Answer : It is responsible for performing the daily activities needed to manage IT services
and the supporting IT infrastructure

Which statement about the scope of Access Management is CORRECT?

a. It involves the implementation of the policies from Information Security Management

b. It is applied to any facet of service management that needs to be closely managed and that
can be automated

c. It allows users to make use of IT services, data, or other assets

d. It ensures that access to services is available at the times that were agreed upon

Show Answer

Answer : It involves the implementation of the policies from Information Security

Management

Which stages of the ITIL framework represent the revolving lifecycle stages of the lifecycle
hub-and-spoke design?

a. Service Design, Service Transition and Continual Service Improvement

b. Service Strategy, Service Operation and Continual Service Improvement

c. Service Design, Service Transition and Service Operation

d. Service Strategy, Service Design, and Service Operation

Show Answer

Answer : Service Design, Service Transition and Service Operation

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Which aspect of service design is reviewed to make sure that existing roles and
responsibilities have the ability to support a new service?

a. Design of Service Solutions

b. Design of management information system and tools

c. Design of required processes

d. Design of measurement methods and metrics

Show Answer

Answer : Design of required processes

Your organization is in the process of developing multi-level service agreements. Which of

the following is NOT a layer within a multi-layer service level agreement?

a. Customer Level

b. Corporate Level

c. Service Level

d. Strategic Level

Show Answer

Answer : Strategic Level

10

Which of the following is an example of the management information systems and tools
aspect of Service Design?

a. Customer and User Satisfaction Survey

b. Service Catalogue

c. Financial Information and Budgets

d. Service Level Agreements

Show Answer

Answer : Service Catalogue

11

Which aspect of Availability is a measure of how long an IT service can perform its agreed
function without interruption?

a. Maintainability

b. Reliability

c. Availability

d. Serviceability

Show Answer

Answer : Reliability

12

Which of the following is the BEST description of a service?

a. A structured collection of activities that are intended to achieve a specific goal

b. A way of delivering value to customers by helping to bring about results customers want
to accomplish without owning the specific costs and risks

c. Any capability or resource used by a service provider to provide utility and warranty to a
customer

d. Any capability or resource used by a customer to accomplish a business result

Show Answer

Answer : A way of delivering value to customers by helping to bring about results customers
want to accomplish without owning the specific costs and risks

13

Which of the following resource can be used to indicate a breach to a service level target?

a. Authority Matrix

b. RACI Matrix

c. Pareto Chart

d. Service Level Agreement Monitoring (SLAM) chart

Show Answer

Answer : Service Level Agreement Monitoring (SLAM) chart

14

Which type of service change is BEST described as a pre-authorized change that is low risk,
relatively common, and follows a procedure or work instruction?

a. Standard Change

b. Minor Change

c. Normal Change

d. Emergency Change

Show Answer

Answer : Standard Change

15

Which design feature for vital business functions (VBF) refers to an approach used to
provide maximum availability of an IT service?

a. Fault Tolerance

b. Continuous Availability

c. High Availability

d. Continuous Operation

Show Answer

Answer : Continuous Availability

16

Which of the following is a major Service Design aspect?

a. Strategies and Strategic Plans

b. Request for Changes (RFCs) to resolve operational issues

c. Management Information System and Tools

d. Service Level Agreements (SLA)

Show Answer

Answer : Management Information System and Tools

17

Which of the following Service Design aspects specifically include the Service Catalogue?

a. Design of Technology and Management Architectures

b. Design of Measurement Methods and Metrics

c. Design of Management Information System and Tools

d. Design of Service Solutions

Show Answer

Answer : Design of Service Solutions

18

Which of the following activities are included in IT Operations Management?

a. Access Management and IT Service Continuity Management (ITSCM)

b. Application Service Provider (ASP) and Facilities Management

c. IT Service Management (ITSM) and Release and Deployment Management

d. IT Operations Control and Facilities Management

Show Answer

Answer : IT Operations Control and Facilities Management

19

Which of the following BEST describes an alert?

a. A design flaw or malfunction that causes a failure of one or more IT services or other
configuration items (CIs)

b. A notification that a threshold has been reached, something has changed, or a failure has
occurred

c. An unplanned interruption to an IT service or a reduction in the quality of an IT service

d. A change of state that has significance for the management of an IT service or other
configuration item (CI)

Show Answer

Answer : A notification that a threshold has been reached, something has changed, or a
failure has occurred

20

Which of the following is responsible for negotiating agreements between the service
provider and customer, as well as ensuring that these agreements are met?

a. Supplier Management

b. Service Level Agreement (SLA)

c. Demand Management

d. Service Level Management (SLM)

Show Answer

Answer : Service Level Management (SLM)

21

Which of the following is the BEST description of a function?

a. A team or group of people and the tools they use to carry out one or more processes or
activities

b. A structured set of activities designed to accomplish a specific objective

c. A temporary organization, with people and other assets required to achieve an objective
or other outcome

d. A connection or interaction between the IT service provider and the business

Show Answer

Answer : A team or group of people and the tools they use to carry out one or more
processes or activities

22

Which of the following is one of the five major Service Design aspects?

a. Measurement Methods and Metrics

b. Standard Operating Procedures

c. Vital Business Function

d. Shared Service Unit

Show Answer

Answer : Measurement Methods and Metrics

23

What do the four P’s of Service Design represent?

a. People, Process, Principles and Profit

b. People, Process, Products, and Projects

c. People, Process, Products and Partners

d. People, Process, Principles and Partners

Show Answer

Answer : People, Process, Products and Partners

24

What is the purpose of Service Operation?

a. To ensure that new, modified, or retired services meet the expectations of the business as
documented in the service strategy and service design stages of the lifecycle

b. To plan out the services, governing practices, processes, and policies required to realize
the service provider’s strategy and to facilitate the introduction of services into supported
environments

c. To define the perspective, position, plans, and patterns that a service provider needs to
execute to meet an organization’s business outcomes

d. To coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels to business users and customers

Show Answer

Answer : To coordinate and carry out the activities and processes required to deliver and
manage services at agreed levels to business users and customers

25

Which of the following is used to manage the lifecycle of a single change?

a. Request for Change (RFC)

b. Standard Change

c. Change Model

d. Change Record

Show Answer

Answer : Change Record

26

Which of the following does NOT describe Application Management?

a. It helps to decide if an application will be bought or built

b. It is the software that provides functions that are required by an IT service

c. Any department, group or team that is involved in managing and supporting operational
applications can execute this function

d. It is the function that is responsible for managing applications throughout their lifecycle

Show Answer

Answer : It is the software that provides functions that are required by an IT service
27

Which of the following aspects of Service Management would be included in the scope of
Event Management?

a. Configuration items (CIs)

b. Environmental conditions

c. Security

d. All of the above

Show Answer

Answer : All of the above

28

Which of the following is an interface with Incident Management from the Service Design
stage of the Service lifecycle?

a. Service Level Management (SLM)

b. Access Management

c. Problem Management

d. Change Management

Show Answer

Answer : Service Level Management (SLM)

29

What is the purpose of Continual Service Improvement (CSI)?

a. To ensure that new, modified or retired services meet the expectations of the business as
documented in the Service Strategy and Service Design stages of the lifecycle

b. To plan out the services, governing practices, processes and policies required to realize the
service provider’s strategy and to facilitate the introduction of service into supported
environments

c. To coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels to business users and customers

d. To ensure that IT services are aligned with changing business needs by identifying and
implementing enhancements to IT services that support business processes

Show Answer

Answer : To ensure that IT services are aligned with changing business needs by identifying
and implementing enhancements to IT services that support business processes
30

Which of the following statements about Serviceability is CORRECT?

a. Customers require Service Level Agreements (SLAs) containing reliability targets

b. Maintainability is the primary service target within SLAs for the business and customers
availability

c. Reliability and Maintainability targets within Operational Level Agreements (OLAs) should
refer to the end-to-end service

d. All of the above

Show Answer

Answer : Reliability and Maintainability targets within Operational Level Agreements (OLAs)
should refer to the end-to-end service

31

Which of the following is MOST strategically focused on achieving service levels?

a. IT Operations Management

b. Release and Deployment Management

c. Business Relationship Management

d. Service Level Management (SLM)

Show Answer

Answer : Business Relationship Management

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32

Which type of external stakeholder of an IT service provider is the person or group who
defines and agrees to the service level targets?

a. Suppliers

b. Customers

c. Vendor

d. Users

Show Answer

Answer : Customers

33

Which of the following is a value that is a result of implementing good Service Transition?

a. Reduced frequency and duration of service outages

b. Allows the service provider to promptly and effectively respond to changes in the business
environment

c. Improved quality of service

d. Improved control of service assets and configurations

Show Answer

Answer : Improved control of service assets and configurations

34

Service desks can be structured in many ways. How would a Centralized Service Desk be
described?

a. Several Service Desks merged into a single location

b. A Service Desk that gives the impression that it is a single centralized Service Desk, but in
fact the personnel are scattered or located in any number (or type) of geographical locations

c. A Service Desk that includes two or more geographically dispersed Service Desks and
provides 24-hour follow-the-sun service

d. A Service Desk that is co-located within, or that is physically located to, the users it serves

Show Answer

Answer : Several Service Desks merged into a single location

35

Which step of the Continual Service Improvement (CSI) approach involves implementing IT
Service Management (ITSM) processes?

a. Where are we now?

b. How do we get there?

c. Where do we want to be?

d. How do we keep the momentum going?

Show Answer
Answer : How do we get there?

36

What can Service Automation improve?

a. Accounting and Agreement

b. Environment and Partnership

c. Input and Output

d. Utility and Warranty

Show Answer

Answer : Utility and Warranty

37

Which of the following is a responsibility of the process practitioner?

a. Creating or updating records to prove that activities have been carried out correctly

b. Supplying goods or services that are required to deliver IT Services

c. Managing the lifecycle of all incidents

d. Appointing people to the required roles

Show Answer

Answer : Creating or updating records to prove that activities have been carried out
correctly

38

Which statements about the Service Knowledge Management System (SKMS) are CORRECT?

a. Configuration data is stored in the configuration Management Database (CMDB), which is

fed through the Configuration Management System (CMS) to the SKMS.

b. The CMS is part of the SKMS

c. The SKMS provides support for making informed decision and delivering services

d. All of the above

Show Answer

Answer : All of the above

39

Which of the following is the purpose of Change Management?

a. To ensure that changes are documented and analyzed.

b. To make effective use of overall risk by accepting potentially beneficial risks