ITIL4-2
Which of the following statements correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
Which of these activities would commonly be performed by a Service Desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Diagnosing the root cause of problems
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
The BEST description of an Incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
In which of the following should details of a workaround be documented?
A. The Service Level Agreement (SLA)
B. The problem record
C. The Availability Management Information System
D. The IT service continuity plan
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience
A. 1 only
B. 2 only
C. Both of the above
D. None of the above
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
Which of the following would a Major Problem Review examine? 1. Things that were done correctly 2. Those things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self-help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements 3 are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
A. Whether to buy an application or build it
B. Should application development be outsourced
C. Who the vendor of the storage devices will be
D. Where the vendor of an application is located
The BEST description of the purpose of Service Operation is?
A. To design and build processes that will meet business needs
B. To deliver and support IT Services at agreed levels to business users and customers
C. To decide how IT will engage with suppliers during the Service Management Lifecycle
D. To proactively prevent all outages to IT Services
How does Problem Management work with Change Management?
A. By installing changes to fix problems
B. By negotiating with Incident Management for changes in IT for Problem resolution
C. By issuing RFCs for permanent solutions
D. By working with users to change their IT configurations
Which is NOT a purpose of Service Transition?
A. Ensure that a service can be managed, operated and supported.
B. Provide quality knowledge of Change, Release and Deployment Mgmt.
C. Plan and manage the capacity and resource requirements to manage a release.
D. Provide training and certification in project management.
Which of the following is the BEST definition of an Incident?
A. Loss of ability to operate to specification, or to deliver the required output
B. A change of state which has significance for the management of a Configuration Item or IT Service
C. A warning that a threshold has been reached, something has changed, or a failure has occurred
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Which of the following would NOT be a task carried out by the Request Fulfillment process?
A. The sourcing and delivering of the components of requested standard services (e.g. Licenses and software media)
B. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
C. Provision of information used to compare actual performance against design standards
D. Provision of information to users and customers about the availability of services and the procedure for obtaining them
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a failure has occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT Service
D. Loss of ability to operate to specification, or to deliver the required output
Which of the following would a major problem review examine? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
What is the definition of an Alert?
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. IT Operations Control
C. Technical Management
D. Facilities Management
Which of the following is NOT a valid objective of Request Fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the Service Catalogue with services that may be requested through the Service Desk
C. To source and deliver the components of standard services that have been requested
D. To provide a channel for users to request and receive standard services
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively at the 3rd line
B. Manage Incidents effectively through 1st, 2nd and 3rd line
C. Only manage Incidents effectively through 1st and 2nd line
D. Only manage Incidents effectively through the 1st line
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
A. Whether to buy an application or build it
B. Should application development be outsourced
C. Who the vendor of the storage devices will be
D. Where the vendor of an application is located
Removing or restricting rights to use an IT Service is the responsibility of which process?
A. Access Management
B. Incident Management
C. Request Fulfillment
D. Change Management
Which Function would provide staff to monitor events in a Network Operations Centre?
A. IT Operations Management
B. Applications Management
C. Service Desk
D. Technical Management
What are the categories of event described in the ITIL Service Operation book?
A. Informational, Scheduled, Normal
B. Scheduled, Unscheduled, Emergency
C. Informational, Warning, Exception
D. Warning, Reactive, Proactive
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Which process will regularly analyze incident data to identify discernable trends?
A. Service Level Management
B. Problem Management
C. Change Management
D. Event Management
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?
A. Yes
B. No, the workaround must be found before a Known Error is created
C. No, a Known Error can only be raised after the permanent resolution has been implemented
D. No, a Known Error must be raised at the same time as a problem
Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?
A. Local
B. Centralized
C. Holistic
D. Virtual
In which of the following situations should a Problem Record be created?
A. An event indicates a redundant network segment has failed but it has not impacted users
B. An Incident is passed to second-level support
C. A Technical Management team identifies a permanent resolution to a number of recurring 53 Incidents
D. Incident Management has found a workaround but needs some assistance in implementing
Which process or function is responsible for monitoring activities and events in the IT Infrastructure?
A. IT Operations Management
B. Service Level Management
C. Capacity Management
D. Incident Management
When an incident should be closed?
A. When the user confirms that the service has been restored
B. When the technical staff members are confident that it will not recur
C. When the desktop support staff members say that the incident is over
D. When the target resolution time is reached
Many processes from other lifecycle stages also take place during the operational stage. Which of the following processes does not fall into this category??
A. Service Level Management
B. Design coordination
C. Availability management
D. IT service continuity management
Match the activities to the following functions: 1. Activity: Console management 2. Activity: Identifying functional and manageability requirements for application software 3. Activity: Providing single point of contact 4 Activity: Designing and managing the infrastructure a. Functions: Service Desk b. Functions: Technical management c. Functions: Application management d. Functions: Operations management
A. 1d, 2c, 3a, 4b
B. 1d, 2a, 3c, 4b
C. 1a, 2b, 3c, 4d
D. 1b, 2c, 3d, 4a
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