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 ITIL Certification Questions

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Q:

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

Explanation:

The_MAIN_objective_of_Service_Level_Management_is1539325718.jpg image

The main objective of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services.

 

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

3 15193
Q:

The BEST definition of an event is?

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
 
Answer & Explanation Answer: B) An occurrence that is significant for the management of the IT infrastructure or delivery of services

Explanation:
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Q:

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
 
Answer & Explanation Answer: B) A Service Lifecycle

Explanation:
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Q:

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
 
Answer & Explanation Answer: A) They are used to create value in the form of goods and services

Explanation:
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Q:

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
 
Answer & Explanation Answer: C) Contributing to the reduction of impact

Explanation:
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4 11898
Q:

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

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Q:

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
 
Answer & Explanation Answer: A) To validate, direct, justify and intervene

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Q:

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
 
Answer & Explanation Answer: D) Each stage should be carried out once in the order Plan-Do-Check-Act

Explanation:
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