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Q:

How can an organization determine the effectiveness of the Service Level Management process?

A) By checking contracts with suppliers B) By measuring customer satisfaction
C) By defining service levels D) By reporting on all incidents

Answer:   B) By measuring customer satisfaction

Explanation:
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

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Q:

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? 

A) Availability Management B) Change Management
C) Configuration Management D) Service Level Management
 
Answer & Explanation Answer: B) Change Management

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Q:

 What is the meaning of the term Serviceability?

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
 
Answer & Explanation Answer: C) The degree to which the provision of IT services can be supported by maintenance contracts

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Q:

 What is the difference between a process and a project?

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
 
Answer & Explanation Answer: A) A process is continuous and has no end date, whereas a project has a finite lifespan.

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Q:

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
 
Answer & Explanation Answer: C) Availability Management

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