ITIL QUIZ 2
ITIL Quiz Challenge
Test your knowledge of ITIL Framework with our comprehensive quiz designed for IT professionals and enthusiasts! This quiz covers various processes, stages, and objectives crucial to understanding IT service management.
Key Features:
- Multiple-choice and checkbox questions.
- Focused on ITIL best practices.
- Instant feedback on answers.
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. Service option
B. Service transition package (STP)
C. Service design package (SDP)
D. Service charter
Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer
Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
Which of the following are objectives of Service Design? 1. Design services to satisfy business objectives 2. Identify and manage risk 3. Design effective and efficient processes 4. Design a secure and resilient IT infrastructure
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 the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Which of the following would commonly be in a contract underpinning an IT service? 1. Marketing information 2. Contract description and scope 3. Responsibilities and dependencies
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. None of the above
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development'?
A. Service Design
B. Service Strategy
C. Service Operation
D. Continual Service Improvement
Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The Facilities Management function
Which of the following would BEST be used to record all third party contract details together with details of the type of services each contractor provides?
A. An underpinning contract
B. A Configuration Management Database (CMDB)
C. A Supplier and Contract
D. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
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