ITIL Certification MCQ

Test your knowledge with important ITIL Certification MCQ and their applications. These MCQs are beneficial for competitive exams too. Explore 30 + more ITIL Certification MCQs at Bissoy

Availability Management is responsible for

ক
Components and Business Processes

খ
Services and Components

গ
Services, Components and Business Processes

ঘ
Services and Business Processes
The main objective of Service Level Management is

ক
To ensure that an agreed level of IT service is provided for all current IT services

খ
To create and populate a Service Catalogue

গ
To ensure that sufficient capacity is provided to deliver the agreed performance of services

ঘ
To carry out the Service Operations activities needed to support current IT services
Governance is concerned with

ক
Ensuring that defined strategy is actually followed

খ
Reducing the total cost of providing services

গ
Ensuring that agreed Service Level Requirements are met

ঘ
Measuring and improving the efficiency and effectiveness of processes
Which of the following is NOT an objective of service transition ?

ক
To plan and manage the capacity and resource requirements to manage a release

খ
To provide quality knowledge and information about services and service assets

গ
To provide training and certification in project management

ঘ
To ensure that a service can be operated, managed and supported
Customer Perceptions and Business Outcomes help to define what ?

ক
Key Performance Indicators (KPI's)

খ
Service Value

গ
Total Cost of Ownership (TCO)

ঘ
Governance
How can you describe an operational level agreement (OLA) ?

ক
It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.

খ
It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.

গ
It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.

ঘ
It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
Which of the following BEST describes a Service Desk?

ক
A dedicated number of staff handling Incidents and service requests

খ
A process within Service Operation providing a single point of contact

গ
A dedicated number of staff handling service requests

ঘ
A dedicated number of staff answering questions from users
Which of the following is Not a Function?

ক
Incident Management

খ
Technical Management

গ
Service Desk

ঘ
Application Management
How can an organization determine the effectiveness of the Service Level Management process?

ক
By checking contracts with suppliers

খ
By measuring customer satisfaction

গ
By defining service levels

ঘ
By reporting on all incidents
What does Mean Time to Repair (MTTR) mean?

ক
Average uptime of a service

খ
Average downtime of a service

গ
Average time between two consecutive incidents

ঘ
Average time of the breakdown-free period within a measured period
A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours?

ক
Availability Management

খ
Change Management

গ
Configuration Management

ঘ
Service Level Management
What is the meaning of the term Serviceability?

ক
The degree of availability of the IT services that can be offered

খ
The degree of support that the Service Desk provides to the customer

গ
The degree to which the provision of IT services can be supported by maintenance contracts

ঘ
The degree to which the services agreed in the Service Level Agreement (SLA) are complied with
What is the difference between a process and a project?

ক
A process is continuous and has no end date, whereas a project has a finite lifespan.

খ
A project is continuous and has no end date, whereas a process has a finite lifespan.

গ
A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.

ঘ
In a project the focus is not on the result, whereas with a process the result is important
Of which ITIL process are Reliability, Serviceability and Maintainability components?

ক
Service Level Management

খ
Problem Management

গ
Availability Management

ঘ
IT Service Continuity Management
Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?

ক
Capacity Management

খ
Change Management

গ
Configuration Management

ঘ
Financial Management for IT services
The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes:<br />How many times should each stage of the cycle be visited?

ক
There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement

খ
There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement

গ
The entire cycle should be repeated multiple times to Implement Continual Improvement

ঘ
Each stage should be carried out once in the order Plan-Do-Check-Act
The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?

ক
Configuration Management

খ
Incident Management

গ
Problem Management

ঘ
Release Management
Which of the following statements BEST describes the role of Communication during Service Operation?

ক
Communication is a separate process that needs to be defined and executed with Service Operation

খ
Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

গ
Communication is more important in Service Operation than in any other stage of the Service Lifecycle

ঘ
Communication is defined as part of all processes and is executed in Service Operation
What is the best definition of an Incident Model?

ক
A type of Incident involving a standard (or model) type of Configuration Item (CI)

খ
A set of pre-defined steps to be followed when dealing with a known type of Incident

গ
The template used to define the Incident logging form used to report Incidents

ঘ
An Incident that is easy to solve
The Information Security Policy should be available to which groups of people?

ক
Senior business managers and all IT staff

খ
Information Security Management staff only

গ
All customers, users and IT staff

ঘ
Senior business managers, IT executives and the Security Manager
A benefit of using Service Design tools is?

ক
To help ensure that events are detected as quickly as possible

খ
To help ensure that standards and conventions are followed

গ
To help enable different applications to work together

ঘ
To help implement architectures that support the business strategy
Why should monitoring and measuring be used when trying to improve services?

ক
To validate, direct, justify and intervene

খ
To validate, measure, monitor and change

গ
To validate, plan, act and improve

ঘ
To validate, assign resources, purchase technology and train people
How does an organization use Resources and Capabilities in creating value?

ক
They are used to create value in the form of goods and services

খ
They are used to create value to the IT organization for Service Support

গ
They are used to create value to the IT organization for Service Delivery

ঘ
They are used to create value in the form of output for production management
Which of the following is the most appropriate approach to carrying out Service Operations?

ক
The internal IT view is most important as Service Operations has to monitor and manage the infrastructure

খ
Service Operations should maintain a balance between an internal IT view and an external business view

গ
IT Operations does not take an internal or external view as they execute processes defined by Service Design

ঘ
The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services
The ITIL V3 core is best described as?

ক
An Operations Lifecycle

খ
A Service Lifecycle

গ
An IT Management Lifecycle

ঘ
An Infrastructure Lifecycle
What is the main reason for establishing a baseline?

ক
For knowing the cost of services provided

খ
For roles and responsibility to be clear

গ
To standardize operation

ঘ
For later comparison
The BEST definition of an event is?

ক
An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted

খ
An occurrence that is significant for the management of the IT infrastructure or delivery of services

গ
A known system defect that generates multiple incident reports

ঘ
A planned meeting of customers and IT staff to announce a new service or improvement program
When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

ক
Objectives, Metric, Desired outcome

খ
People, Products, Technology

গ
Business Objectives, IT objectives, Process metrics

ঘ
Desired outcome, Supplier metrics, IT objectives
If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

ক
They are likely to increase gradually

খ
They are likely to gradually reduce

গ
They are likely to increase dramatically

ঘ
They are likely to reduce initially and then gradually return to current level
What is the role of the Emergency Change Advisory Board (ECAB)?

ক
To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods

খ
To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

গ
To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.

ঘ
To assist the Change Manager in implementing emergency changes