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ITIL Certification (Certification) Question and Answers-Page first

ITIL Certification problems


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  • 1. What does Mean Time to Repair (MTTR) mean?

  • Options
  • A. Average uptime of a service
  • B. Average downtime of a service
  • C. Average time between two consecutive incidents
  • D. Average time of the breakdown-free period within a measured period

  •           Discuss     

  • 2. Which of the following BEST describes a Service Desk?

  • Options
  • A. A dedicated number of staff handling Incidents and service requests
  • B. A process within Service Operation providing a single point of contact
  • C. A dedicated number of staff handling service requests
  • D. A dedicated number of staff answering questions from users

  • Tags: Analyst, Database Administrator, IT Trainer, Network Engineer, Project Manager

  •           Discuss     

  • 3. Which functions are included in IT Operations Management?

  • Options
  • A. IT Operations Control and Facilities Management
  • B. Network Management and Application Management
  • C. Facilities Management and Release Management
  • D. Technical Management and Change Management

  • Tags: Project Manager, IT Trainer, Database Administrator, Analyst

  •           Discuss     

  • 4. What is the role of the Emergency Change Advisory Board (ECAB)?

  • Options
  • A. To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods
  • B. To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
  • C. To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.
  • D. To assist the Change Manager in implementing emergency changes

  •           Discuss     

  • 5. How can you describe an operational level agreement (OLA) ?

  • Options
  • A. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
  • B. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
  • C. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
  • D. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.

  • Tags: IT Trainer, Database Administrator, Analyst

  •           Discuss     

  • 6. 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

  • Tags: Analyst, Database Administrator, IT Trainer, Project Manager

  •           Discuss     

  • 7. 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

  • Tags: IT Trainer, Software Architect

  •           Discuss     

  • 8. 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     

  • 9. 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     

  • 10. 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     


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