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 ITIL Certification Questions

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Q:

Which functions are included in IT Operations Management?

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
 
Answer & Explanation Answer: A) IT Operations Control and Facilities Management

Explanation:

IT Operations Control and Facilities Management are included in IT Operations Management. Those operations include ::

1. Technical Management
2. IT Operations Control
3. Application Management
4. Facilities Management
5. Standard Operating Procedures (SOP)
6. IT Operations Management
7. Service Desk
8. Operations Log

and more.

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Filed Under: ITIL Certification
Job Role: Project Manager , IT Trainer , Database Administration , Analyst

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Q:

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

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
 
Answer & Explanation Answer: B) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

Explanation:
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Q:

 What does Mean Time to Repair (MTTR) mean?

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
 
Answer & Explanation Answer: B) Average downtime of a service

Explanation:
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Q:

Which of the following BEST describes a Service Desk?

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
 
Answer & Explanation Answer: A) A dedicated number of staff handling Incidents and service requests

Explanation:

A dedicated number of staff handling Incidents and service requests best describes a Service Desk.

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Job Role: Analyst , Database Administration , IT Trainer , Network Engineer , Project Manager

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Q:

What is the best definition of an Incident Model?

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
 
Answer & Explanation Answer: B) A set of pre-defined steps to be followed when dealing with a known type of Incident

Explanation:
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Q:

Which entity owns ITIL now?

Answer

ITIL (Information Technology Infrastructure Library) is owned by Axelos since, 2013.

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Subject: ITIL Certification
Job Role: IT Trainer , Network Engineer , Project Manager , Software Architect

7 4871
Q:

Which of the following is NOT an objective of service transition ?

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
 
Answer & Explanation Answer: C) To provide training and certification in project management

Explanation:
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Job Role: Analyst , Database Administration , IT Trainer , Project Manager

7 5384
Q:

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

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.
 
Answer & Explanation Answer: D) It is an agreement between a supplier and another part of the same organization that assists with the provision of services.

Explanation:

An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties.

 

* For an example there be an OLA - between the IT service provider and a acquiring department to obtain hardware in discussed times - between the Service Desk and a support group to provide Incident resolution in accepted times.

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Filed Under: ITIL Certification
Job Role: IT Trainer , Database Administration , Analyst

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