ITIL Certification problems
- 1. The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited?
Options- A. There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement
- B. There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement
- C. The entire cycle should be repeated multiple times to Implement Continual Improvement
- D. Each stage should be carried out once in the order Plan-Do-Check-Act Discuss
Correct Answer: Each stage should be carried out once in the order Plan-Do-Check-Act
- 2. What is the difference between a process and a project?
Options- A. A process is continuous and has no end date, whereas a project has a finite lifespan.
- B. A project is continuous and has no end date, whereas a process has a finite lifespan.
- C. A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.
- D. In a project the focus is not on the result, whereas with a process the result is important Discuss
Correct Answer: A process is continuous and has no end date, whereas a project has a finite lifespan.
- 3. What is the meaning of the term Serviceability?
Options- A. The degree of availability of the IT services that can be offered
- B. The degree of support that the Service Desk provides to the customer
- C. The degree to which the provision of IT services can be supported by maintenance contracts
- D. The degree to which the services agreed in the Service Level Agreement (SLA) are complied with Discuss
Correct Answer: The degree to which the provision of IT services can be supported by maintenance contracts
- 4. How can an organization determine the effectiveness of the Service Level Management process?
Options- A. By checking contracts with suppliers
- B. By measuring customer satisfaction
- C. By defining service levels
- D. By reporting on all incidents Discuss
Correct Answer: By measuring customer satisfaction
- 5. Governance is concerned with
Options- A. Ensuring that defined strategy is actually followed
- B. Reducing the total cost of providing services
- C. Ensuring that agreed Service Level Requirements are met
- D. Measuring and improving the efficiency and effectiveness of processes Also asked in: Bank Exams
Correct Answer: Ensuring that defined strategy is actually followed
- 6. Availability management is responsible for availability of
Options- A. IT infrastructure
- B. Tools
- C. Processes
- D. All of the above Also asked in: Database Administrator, IT Trainer, Network Engineer
Correct Answer: All of the above
Explanation:
ITIL Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT services. It is is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.
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