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- Question
What is the main reason for establishing a baseline?
Options- A. For knowing the cost of services provided
- B. For roles and responsibility to be clear
- C. To standardize operation
- D. For later comparison
- Correct Answer
- For later comparison
- 1. The BEST definition of an event is?
Options- A. An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
- B. An occurrence that is significant for the management of the IT infrastructure or delivery of services
- C. A known system defect that generates multiple incident reports
- D. A planned meeting of customers and IT staff to announce a new service or improvement program Discuss
- 2. 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?
Options- A. Availability Management
- B. Change Management
- C. Configuration Management
- D. Service Level Management Discuss
- 3. What is the best definition of an Incident Model?
Options- A. A type of Incident involving a standard (or model) type of Configuration Item (CI)
- B. A set of pre-defined steps to be followed when dealing with a known type of Incident
- C. The template used to define the Incident logging form used to report Incidents
- D. An Incident that is easy to solve Discuss
- 4. Customer Perceptions and Business Outcomes help to define what ?
Options- A. Key Performance Indicators (KPI's)
- B. Service Value
- C. Total Cost of Ownership (TCO)
- D. Governance Discuss
- 5. Which of the following is NOT an objective of service transition ?
Options- A. To plan and manage the capacity and resource requirements to manage a release
- B. To provide quality knowledge and information about services and service assets
- C. To provide training and certification in project management
- D. To ensure that a service can be operated, managed and supported Discuss
- 6. The ITIL V3 core is best described as?
Options- A. An Operations Lifecycle
- B. A Service Lifecycle
- C. An IT Management Lifecycle
- D. An Infrastructure Lifecycle Discuss
- 7. Which of the following is Not a Function?
Options- A. Incident Management
- B. Technical Management
- C. Service Desk
- D. Application Management Discuss
- 8. Incident Management has a value to the business by?
Options- A. Helping to control infrastructure cost of adding new technology
- B. Helping to align people and process for the delivery of service
- C. Contributing to the reduction of impact
- D. Enabling users to resolve Problems Discuss
- 9. Which entity owns ITIL now? Discuss
- 10. Why should monitoring and measuring be used when trying to improve services?
Options- A. To validate, direct, justify and intervene
- B. To validate, measure, monitor and change
- C. To validate, plan, act and improve
- D. To validate, assign resources, purchase technology and train people Discuss
ITIL Certification problems
Search Results
Correct Answer: An occurrence that is significant for the management of the IT infrastructure or delivery of services
Correct Answer: Change Management
Correct Answer: A set of pre-defined steps to be followed when dealing with a known type of Incident
Correct Answer: Service Value
Correct Answer: To provide training and certification in project management
Correct Answer: A Service Lifecycle
Correct Answer: Incident Management
Correct Answer: Contributing to the reduction of impact
Correct Answer: ITIL (Information Technology Infrastructure Library) is owned by Axelos since, 2013
Correct Answer: To validate, direct, justify and intervene
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