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Itil Certification Online Exam Quiz

Important questions about Itil Certification. Itil Certification MCQ questions with answers. Itil Certification exam questions and answers for students and interviews.

1. What is the main reason for establishing a baseline?


A : For knowing the cost of services provided

B : For roles and responsibility to be clear

C : To standardize operation

D : For later comparison

2. The ITIL V3 core is best described as?


A : An Operations Lifecycle

B : A Service Lifecycle

C : An IT Management Lifecycle

D : An Infrastructure Lifecycle

3. Which of the following is Not a Function?


A : Incident Management

B : Technical Management

C : Service Desk

D : Application Management

4. Incident Management has a value to the business by?


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

6. Why should monitoring and measuring be used when trying to improve services?


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

7. The Information Security Policy should be available to which groups of people?


A : Senior business managers and all IT staff

B : Information Security Management staff only

C : All customers, users and IT staff

D : Senior business managers, IT executives and the Security Manager

8. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?


A : Capacity Management

B : Change Management

C : Configuration Management

D : Financial Management for IT services

9. Of which ITIL process are Reliability, Serviceability and Maintainability components?


A : Service Level Management

B : Problem Management

C : Availability Management

D : IT Service Continuity Management

10. The main objective of Service Level Management is


A : To ensure that an agreed level of IT service is provided for all current IT services

B : To create and populate a Service Catalogue

C : To ensure that sufficient capacity is provided to deliver the agreed performance of services

D : To carry out the Service Operations activities needed to support current IT services

1. Availability Management is responsible for


A : Components and Business Processes

B : Services and Components

C : Services, Components and Business Processes

D : Services and Business Processes

2. The main objective of Availability Management is?


A : To monitor and report availability of services and components

B : To guarantee availability levels for services and components

C : To ensure that all targets in Service Level Agreements (SLAs) are met

D : To ensure that service availability matches or exceeds the agreed needs of the business

3. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?


A : They are likely to increase gradually

B : They are likely to gradually reduce

C : They are likely to increase dramatically

D : They are likely to reduce initially and then gradually return to current level

4. The four stages of the Deming Cycle are?


A : Plan, Measure, Monitor, Report

B : Plan, Check, Re-Act, Implement

C : Plan, Do, Act, Audit

D : Plan, Do, Check, Act

5. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?


A : Objectives, Metric, Desired outcome

B : People, Products, Technology

C : Business Objectives, IT objectives, Process metrics

D : Desired outcome, Supplier metrics, IT objectives

6. Which of the following is the most appropriate approach to carrying out Service Operations?


A : The internal IT view is most important as Service Operations has to monitor and manage the infrastructure

B : Service Operations should maintain a balance between an internal IT view and an external business view

C : IT Operations does not take an internal or external view as they execute processes defined by Service Design

D : The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services

7. How does an organization use Resources and Capabilities in creating value?


A : They are used to create value in the form of goods and services

B : They are used to create value to the IT organization for Service Support

C : They are used to create value to the IT organization for Service Delivery

D : They are used to create value in the form of output for production management

8. A benefit of using Service Design tools is?


A : To help ensure that events are detected as quickly as possible

B : To help ensure that standards and conventions are followed

C : To help enable different applications to work together

D : To help implement architectures that support the business strategy

9. Which of the following statements BEST describes the role of Communication during Service Operation?


A : Communication is a separate process that needs to be defined and executed with Service Operation

B : Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

C : Communication is more important in Service Operation than in any other stage of the Service Lifecycle

D : Communication is defined as part of all processes and is executed in Service Operation

10. The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?


A : Configuration Management

B : Incident Management

C : Problem Management

D : Release Management

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?


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

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