ITILQuestion Bank

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4.3 Sample Questions

1. Which of the following statements is NOT an objective of Service Design?

a. To design services to satisfy business objectives.

b. To identify and manage risks.

c. To plan and manage the resources to successfully establish a new or changed

service into production with the predicted cost, quality and time estimates.

d. To design efficient and effective processes for the design, transition, operationand improvement of high-quality IT services.

2. Which of the following statements are CORRECT?

a. A Service Provider is an organization supplying services to one or more external

customers.

b. A Service Provider is an organization supplying services to one or more internal

customers or external customers.

c. A Service Provider is a third party responsible for supplying goods or underpinning

services that are required to deliver IT services.

d. A Service Provider is a role that has responsibility for ensuring that all newservices are designed to deliver the levels of availability required by the business

and validation of the final design to meet the minimum levels of availability as

agreed by the business for IT services.

3. Which of the following are the five major aspects of Service Design?

1. Service Portfolio design

2. Technology and architectural design

3. Design of services

4. Strategy design

5. Process design

6. Measurement design

a. 1, 2, 3, 4 and 5

b. 1, 2, 4, 5 and 6

c. 1, 2, 3, 5 and 6

d. 2, 3, 4, 5 and 6

4. Which of the following is NOT a sourcing approach?

a. Insourcing

b. Co-sourcing

c. Rightsourcing

d. Application Service Provision

5. Which of the following activities is an activity in the Service Level Management

process?

a. Collate, measure and improve customer satisfaction

b. Status reporting

c. Deploy Service Component

d. Resolution and Recovery

6. Which of the following metrics is BEST used to judge the efficiency and effectiveness

of the Service Level Management process?

a. Number and percentage of major incidents.

b. The number and severity of service breaches.

c. Reduction in the number of disruptions to services caused by inaccurate impact

assessment.d. Reduction in the costs of handling printer incidents.

7. Consider the following roles and responsibilities:


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A. Availability Manager

B. Service Catalogue Manager

C. Supplier Manager

D. Capacity Manager

1. Analysis of usage and performance data, and reporting on performance against

targets contained in Service Level Agreements.

2. Ensuring that all of the information within the Service Catalog is consistent withthe information within the Service Portfolio.

3. Performing contract or Service Level Agreement reviews at least annually and

ensuring that all contracts are consistent with organizational requirements and

standard terms and conditions wherever possible.

4. Ensuring that all existing services deliver the levels of availability agreed with the

business in Service Level Agreements.

Which of the following pairings between the roles and responsibilities is

CORRECT?

a. A-1, B-3, C-2 and D-4

b. A-1, B-2, C-3 and D-4c. A-2, B-3, C-4 and D-1

d. A-4, B-2, C-3 and D-1

8. Which of the following is NOT a sub-process of the Capacity Management

process?

a. Component Capacity Management

b. Configuration Capacity Management

c. Business Capacity Management

d. Service Capacity Management

9. In the RACI authority matrix the letter ‘C’ stands for:

a. Classified

b. Configured

c. Consulted

d. Communication

12 Defining the functional requirements for a new service is part of:

a) Service Operation: Application Management

b) Service Strategy: Service Portfolio Management

c) Service Design: Design the technology architecture

d) Service Design: Design the service solutions

15 There are 7 different sourcing strategies that a company can use. What is the newest

form of outsourcing?

a) Knowledge Process Outsourcing

b) Partnership or multi-sourcing

c) Business Process Outsourcing (BPO)

d) Application Service Provision

16 Which of the following identifies two Service Portfolio components within the Service

Lifecycle?a) Service Pipeline and Service Catalogue

b) Service Knowledge Management System and Service Catalogue


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c) Service Knowledge Management System and Service Pipeline

d) Service Pipeline and Configuration Management System

22 What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity

b) Defining requirements for a new service or processc) Analysing the business impact of an Incident

d) Creating a Balanced Scorecard showing the overall status of service

management

24 Which of the following statements is CORRECT?

1. Only one person can be responsible for an activity

2. Only one person can be accountable for an activity

a) Both of the above

b) 1 only

c) 2 onlyd) Neither of the above

33 Which of the following areas would technology help to support during the Service

Design phase of the Lifecycle?

1. Hardware and Software design

2. Environmental design

3. Process design

4. Data design

a) 1, 3 and 4 only

b) 1, 2 and 3 only

c) All of the above

d) 2, 3 and 4 only

35 The Service Level Manager has responsibility for ensuring that the aims of Service

Level Management are met. The Service Level Manager is NOT responsible for?

a) Negotiating and agreeing Operational Level Agreements

b) Ensuring that all non-operational service are recorded within the Service

Catalogue

c) Negotiating and agreeing Service Level Agreement

d) Assisting with the production and maintenance of an accurate Service

Catalogue

A customer has requested a review of charges for services provided under an SLA.

Who will review this with the customer?

A The IT Finance Manager

B The Service Level ManagerC The Change Manager

D The Configuration Manager


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What is a Service Catalogue?

A An arrangement with an external supplier covering delivery of contracted

services

B A description of the services provided to customers

C An agenda for the regular service review meetings with customersD A set of actions to address Problems in CIs that have registered a high failure

rate

When establishing a new SLA or amending an existing one, which of the following

should the Service Level Manager consider?

1 That the new, or revised, SLA can meet the targets agreed with the customer

2 That the conditions in other SLAs can continue to be met

3 That the possible impact of changes to the SLA can be identified

A 2 and 3B 1 and 3

C 1, 2 and 3

D 1 and 2

Should an SLA specify how changes to customer requirements can be implemented

before the planned SLA review date?

A Yes, because the customer may ask for changes at any time

B Yes, but only if the customer pays for the change

C No, the SLA is reviewed periodically so that any changes can be introduced in a

controlled manner

D No, IT have budgeted for the agreed level of service and it would be

unreasonable to change that mid-term

The main objective of Availability Management is to…

A Maximise service times provided by the IT department

B Ensure services meet availability targets

C Identify unreliable components

D Measure the performance of suppliers

The production of an SLR is usually the starting point for whom in the SLM process?

A The Service Provider

B The IT services legal representative

C The Customer

D The Change Manager

When should the Capacity Management process be reviewed for effectiveness and

efficiency?

A RegularlyB When the process is being planned

C Not unless there is a negative issue arising


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D Immediately after the process has been implemented

Which of these is NOT the responsibility of Availability Management?

A Monitoring a Service Quality Plan

B Producing the Availability Plan

C Contributing to a Service Improvement Programme

D Defining targets for reliability and maintainability

Which of the following are possible problems associated with availability metrics?

1 Not measuring availability at the point of service delivery

2 Producing measures of availability that are meaningless to the business

3 Dependence on suppliers for serviceability data

4 Lack of suitable software

A All of them

B 1 and 2

C 3 and 4D 2 and 4

The Requirements and Strategy phase of the IT Service Continuity life-cycle consists

of:

A Organisation, implementation planning and risk reduction measures

B Education and awareness, review and audit

C Business Impact Analysis, risk assessment and business continuity strategy

D Initial testing, education and awareness, assurance

6. Which of the following are goals and objectives for the Service Level Management

process?

1. To provide and improve the relationship and communication with the business

and customers.

2. To produce and maintain an appropriate and up-to-date Capacity Plan which

reflects the current and future needs of the business.

3. To ensure that proactive measures to improve the levels of service delivered and

implemented.

4. To support efficient and effective business and Service Management processes by

providing accurate information about assets.

a. 1 only

b. 1 and 3 only

c. 1, 2 and 3 only

d. All of the above

9. Which of the following statements BEST describes the difference between an

Operational Level Agreement and an Underpinning Contract?

a. Only the Operational Level Agreement is an underpinning agreement between

an IT Service Provider and another part of the same organization that assists

with the provision of services.

b. Only the Service Level Agreement defined the goods or services to be providedand the responsibilities of both parties.

c. Only the Underpinning Contract defines targets and responsibilities that are


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required to meet agreed Service Level Targets in a Service Level Agreement.

d. Only the Underpinning Contract support the IT Service Provider’s delivery of IT

services to customers.

22. Which of the following statements are CORRECT regarding the RACI authority

matrix?1. The ‘R’ in RACI stands for ‘Responsible’.

2. The RACI chart shows the activities down the left-hand side and the functional

roles across the top.

3. More than one person can be accountable for each task.

4. The ‘I’ in RACI stands for ‘Initiator’.

a. 1 only

b. 1 and 2 only

c. 1, 2 and 3 only

d. All of the above

26. Which of the following statements BEST describes the goals of Supplier

Management?

1. To ensure that underpinning contracts and agreements with suppliers are aligned

to business needs and managed through their lifecycle.

2. To manage relationships with suppliers.

3. To ensure that the information security risks are appropriately managed and

enterprise information resources are used responsibly.

4. To maintain a supplier policy and a supporting Supplier and Contract Database.

a. 1 only

b. 1 and 2 only

c. 1, 2 and 3 only

d. All of the above

27. Which of the following activities BEST help an organization managing and

developing Service Management as a strategic asset?

1 Identification of critical services across the Service Portfolio for a given customer

of market space.

2. Establishment of the right mix of service to offer to customers.

3. Tagging all service assets with the name of the service to which they add service

potential.

4 Creation of diagnostic scripts for diagnosis of incidents.

a. 1 only

b. 1 and 2 only

c. 1, 2 and 3 only

d. All the above

29. When should a Service Design Package be produced?

a. During the strategy stage, for each time a new service is added to the Service

Portfolio.

b. During the design stage, for each change to a service or removal of a service.c. When a new or changed service is passed from Service Design to Service

Transition.


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d. During the design stage, for each new service, major change to a service or

removal of a service.

30. Which of the following benefits is NOT primarily the result of good Service Design

practises?

a. Reduced total costs of ownership.b. More effective Service Management processes.

c. Increased success rate of changes and releases for the business.

d. Improve quality and consistency of service.

37. Good Service Design is dependent on effective and efficient use of the four Ps -

people, processes, partners and:

a. plans

b. products

c. practices

d. policies

38. Which is the best description of a Service Catalogue?

a. A document defining all aspects of an IT Service and its requirements through

each stage of its lifecycle.

b. The complete set of services that are managed by a Service Provider.

c. A database or structured document with information about all live IT services,

including those available for deployment.

d. An agreement between and IT Service Provider and the IT customer(s).

Availability Management is responsible for ………..

1 understanding the reliability of components to carry out a required function under give

2 the ease with which maintenance of service components can be carried out

3 negotiating availability levels with customers

Which of these is correct?

A Only 2 & 3

B Only 1 & 2

C 1, 2 & 3

D Only 1 & 3

Application Sizing is a technique used by Capacity Management. Why is Application Sizing

Important?

A The availability of an IT service can be measured

B The use of an IT application can be controlled


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C The maintenance of technical skills is important to application developers

D The resources needed for an application and its performance can be predicted

In which two Service Management processes would you be most likely to use a risk analysis

and management method?

A Change & Cost Management

B Availability Management & IT Service Continuity Management

C Incident & Change Management

D Service Level Management & IT Service Continuity Management

Percentage availability is calculated as:

A Downtime x 100 C (Agreed Service Time –

---------------------------- ---------------------------------- Agreed Service Time Agreed Service

B Agreed Service Time x 100 D Agreed Service

------------------------------------ ----------------------------------

Downtime (Agreed Service Time – D

Which of the following are direct advantages of entering into Service Level Agreements?

1 The expectations of both the IT customer and the provider should be aligned

2 Fewer incidents will occur

3 Unambiguous measurements of service provision will be provided

4 The number of changes that have to be backed out will decrease

A 2 & 4

B 1 & 2

C 3 & 4

D 1 & 3

Consider the following statements about IT Service Continuity Planning:

1 The intermediate recovery external option offers a remote installation, fully equipped

2 The intermediate recovery external option is often shared between multiple customer

Are these statements correct?

A Both

B Neither

C Only 1

D Only 2


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In Availability Management terms, what do the letters CIA stand for?

A Component Impact Analysis

B Confidentiality, Integrity and Availability

C Configuration Item Availability

D Central Intelligence Agency

Your organisation has just entered into a Gradual Recovery IT Service Continuity

agreement. Within the ITIL definition, which of the following lists is INCORRECT for what you

could find at the contingency site?

A A building, electricity, telecommunications equipment, office space for technical staff

B Stand-by generator, telecommunications equipment, system manuals, support staff,

C A building, telecommunications equipment, a computer, support staff, docume

D A building, electricity, water, support staff, system manuals

Which if the following would you NOT expect to see in an IT Service Continuity Plan?

A Contact lists

B The version number

C Reference to change control procedures

D Full Service Level Agreements

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2. What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity

b) Defining requirements for a new service or process

c) Analyzing the business impact of an incident

d) Creating a balanced scorecard showing the overall status of Service Management


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33

45

45


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37

Service Design

Service Design

Service Design


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37 Service Design

37 Service Design

Service Design

Service Deign

Service Desing


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strategy / Desing

Design

desing

design

Design

Design


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design

Service Design

Service Stratgety

Service Design

Continual Service Improvement.

Service Design

Service Design


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Service Design

Service Design

Service Design

Service Design


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Service Design

Service Design

Service Design

n conditions over a certain period of time

Service Design

Service Design


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Service Design

owntime) x 100

--------------------Time

Service Design

ime

--------------------

owntime) x 100

Service Design

ith all the required hardware, software, communications and environmental control equipment

s and in the event of a disaster may not be available due to over- subscription

Service Design


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Service Design

Service Design

ater

ntation

Service Design

Service Design

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