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1. What is NOT an activity of IT Capacity and Performance Management?
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Service performance monitoring
Capacity & performance modelling
Capacity requirements analysis
Demand allocation & distribution
2. Which practice provides a singe source of consistent information on all IT services and service offerings, and to ensure that it is available to relevant audiences.
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Service Catalog Management
Service Desk
Service Level Management
Service Configuration Management
3. The purpose of this practice is to protect the information needed by the organization to conduct its business.
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Architecture Management
Service Design
Infrastructure Management
Information Security
4. What is NOT a form of information security control?
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Detection Control
Prevention Control
Correction Control
Interrogation Control
5. The purpose of this practice is to maximize the number of successful service or product changes by ensuring that risks have been assessed, authorizing changes and managing the change schedule.
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Deployment Management
Change Management
Risk Management
Release Management
6. Who is in the best position to approve change requests?
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Change Manager
Change Advisory Board
Change Authority
Change Requestor
7. What is the addition, modification or removal of anything that could have a direct or indirect effect on an IT services?
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Incident
Service Request
Configuration Item
Change
8. What is NOT a good practice when managing changes?
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Changes should be assessed by people who are able to understand the risk and expected benefits
Changes must be authorized before they are deployed
Changes in high-velocity organizations are commonly approved in a decentralized manner
Changes that require immediate implementation should be automatically authorized to avoid delays
9. The purpose of this practice is to minimize the negative impact of incidents by restoring normal service operations as quickly as possible?
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Risk Management
Change Management
Incident Management
Problem Management
10. Which of the following is the BEST definition of an Incident?
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It is a coordinated interruption to a service or reduction in the quality of a service
It is an unplanned interruption to a service or reduction in the quality of a service
It is an unplanned interruption to a service
It is a coordinated reduction in the quality of a service
11. Incidents should be (?), (?) and (?) withing agreed, documented and communicated target resolution time.
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identified, analyzed and evaluated
recorded, resolved and restored
logged, managed and resolved
restored, resolved and recovered
12. What type of incidents should be resolved first?
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Incidents that are easiest to resolve
Incidents chosen by resolving staff
Incidents requested by the user
Incidents with highest business impact
13. The following are various ways of resolving incidents, EXCEPT?
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Incidents may be resolved by Service Desk
Incidents may be escalated to partners and suppliers that offer support
Complex incidents may be escalated to users for resolution
Major incidents may be handled by a temporary team
14. The purpose of this practice is to plan and manage the full lifecycle of IT assets to help the organization manage value & risk, control cost, support decision making and meet regulatory & contractual requirements?
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Infrastructure & Platform Management
IT Asset Management
Deployment Management
Release Management
15. Which relates BEST to the guiding principle ‘think and work holistically’?
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Eliminate anything that fails to provide value or produce useful outcome
Understanding the big picture is important, but so is making progress
Establish an understanding of how all parts of the organization work together in an integrated way
Technical and Human Resources should be used to their best effect
16. The following are activities of IT Asset Management, EXCEPT?
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Defines, populates and maintains an IT Hardware Configuration Data Register
Provides current and historical information, and supports other practices about IT assets
Controls the Asset Lifecycle in collaboration with other practices
Audits assets, related media and conformity as well as drive improvements to address detected issues
17. The purpose of this practice is to systematically observe services and service components, and record & report events.
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Infrastructure & Platform Management
IT Asset Management
Service Configuration Management
Monitoring & Event Management
18. What is any change of state that has a significance for the management of a service or other configuration item?
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Change Record
Configuration Record
Event
Change Configuration
19. What is NOT an event type?
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Warning Event
Informational Event
Impact Event
Exception Event
20. The purpose of (?) is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors?
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Problem Management
Incident Management
Risk Management
Error Management
21. Which role is primarily responsible for managing IT service requests?
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IT Incident Managers
IT Infrastructure Engineers
IT Service Desk
IT Application Engineers
22. What is a cause or potential cause of one or more incidents?
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Known Error
Problem
Risk
Issue
23. What is a Known Error?
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The cause of one or more incidents
A problem that has been analyzed but has not been resolved
A reduction in the quality of the service
The uncertainty of an event
24. Which among the following about errors is INCORRECT?
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Every service has errors that may cause incidents
Many errors maybe identified before a service goes live
Errors may be a risk to live services if unresolved
Errors are addressed by the risk management practice
25. At which stage should a workaround be documented?
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During problem control
After root cause analysis
Before an incident record is created
At any stage
26. When can an incident workaround become a permanent way of dealing with problems?
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When there are not enough information about the problem
When resolving the problem is not viable or cost-effective
When the permanent solution creates inconvenience for users
When the workaround is very easy and convenient to implement
27. The following describes a release, EXCEPT?
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It may include documentation, training, updated processes or tools, that are required to demonstrate the expected functionality
It documents the timing for releases, and is negotiated & agreed with customers & stakeholders
May vary in size i.e. from a small changed feature to an entire service
It is a version of a service or other configuration item, or a collection of configuration items, that is made available for use
28. A (?) specifies the exact combination of components to be made available, and the timing of the release.
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Release Schedule
Release Post Implementation Review
Release Plan
Release Contract
29. The purpose of this practices is to ensure that accurate and reliable information about the configuration of services, and the configuration items that support them is available when and where it is needed.
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Deployment Management
Release Management
Service Configuration Management
Service Design
30. Which of the following is the BEST definition of an Incident?
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It is a coordinated interruption to a service or reduction in the quality of a service
It is an unplanned interruption to a service
It is an unplanned interruption to a service or reduction in the quality of a service
It is a coordinated reduction in the quality of a service
31. What is defined as any component that needs to be managed in order to deliver an IT service?
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Service Assets
Configuration Item
Component Record
IT Asset
32. What is an Informational Event?
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An event that do not require action even though a negative impact is experienced by the business
An event that do not require action when they occur but may be analyzed to uncover desirable steps that will benefit the service
An event that allow actions to be taken before a negative impact is experienced by the business
An event that require action even though its business impact has not yet been experienced
33. What is one way problems relate to incidents?
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Problems are controlled by incidents
Problems are the causes of incidents
Incidents offer solutions for problems
Incidents are the causes of problems
34. Configuration Management includes the following activities, EXCEPT?
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Audit applications and infrastructure to identify any that are not documented
Identify new configuration items and add them to the CMDB
Update configuration data when changes are deployed
Acquires, manages and disposes Configuration Items
35. Which contains the details of a configuration item and reflects the life cycle of a single CI?
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Configuration Item
Configuration Record
Configuration Management System
Configuration Management Database
36. The purpose of this practice is to capture demand for incident resolution and service requests and acts as entry point and single point of contact for the service provider with all users.
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Service Level Management
Service Desk
Service Request Management
Incident Management
37. What should service level management do to ensure that the current set of services continues to meet the needs of the organization and its customers?
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Service Enablement
Service Reviews
Service Reporting
Service Delivery
38. Which statement about Service Request is INCORRECT?
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Service Requests are not normal part of service delivery
Service Requests comes from users that initiate a service action
Service Requests are pre-determined and pre-agreed
Service Request must be formalized with clear standard procedure
39. The purpose of this practice is to move new or changed hardware, software, documentation, process or any other component to live environments, including testing and staging environments.
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Deployment Management
Release Management
Service Configuration Management
Service Design
40. Which statement about the Service Desk is CORRECT?
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It acts as entry point and single point of contact for the service provider with all users
It resolves all user related incidents and technical issues
It is always outsourced to an external team of technical experts
It captures and authorizes all change requests raised by users
41. The purpose of this practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored and managed against these targets?
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Service Level Management
Relationship Management
Supplier Management
Strategy Management
42. How is Service Level Agreement defined?
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One or more metrics that define expected or achieved service quality
Documented agreement between a service provider and a customer that identifies both services required and expected level of service
A formal description of one or more services designed to address the needs of a target consumer group
A set of specialized organizational capabilities for enabling value for customers in the form of services
43. SLAs have long been used as a tool to measure the service performance from the point of view of (?)
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Customer and Users
IT Service Delivery Team
Business Owners
Service Desk
44. The purpose of this practice is to support the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner?
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Service Level Management
Service Desk
Service Request Management
Service Continuity Management
45. Which is NOT a good guideline for Service Request Management?
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Service Request fulfillment should be standardized and automated to the best possible degree
There should be policies that indicate which service requests require approval
There should be policies around documenting and re-directing service request that should actually be managed as incidents
User expectations about fulfillment duration should be set based on what users demand and not simply on what can be delivered
46. Which is NOT true about Deployment Management?
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It works closely with Release Management and Change Control
It relates to a number of approaches that can be used for deployment
It may involve deploying components to other environments for testing or staging
It establishes the deployment & release management acceptance criteria
47. What does NOT relate to IT Service Continuity Management?
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Defining the recovery point objective of an IT service
Conducting a business impact analysis of an IT service
Developing an IT disaster recovery plan
Ensuring that changes do not result to a service interruption
48. Which practice defines the Service Acceptance Criteria
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Service Validation and Testing
Service Level Management
Service Design
Service Catalog Management
49. Which practice analyzes a business or its elements, define its needs and recommends solutions to address the needs or solve a business problem which must facilitate value creation?
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Strategy Management
Business Analysis
Problem Management
Change Management
50. Which practice determines and analyzes the Mean Time to Restore Service (MTRS) of an IT Service?
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Service Continuity Management
Incident Management
Availability Management
Risk Management
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