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 ITIL Certification Questions

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Q:

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
 
Answer & Explanation Answer: B) Services and Components

Explanation:

Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.

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Job Role: Database Administration , IT Trainer

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Q:

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
 
Answer & Explanation Answer: D) Release Management

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Q:

 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
 
Answer & Explanation Answer: D) To ensure that service availability matches or exceeds the agreed needs of the business

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Q:

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

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Q:

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
 
Answer & Explanation Answer: B) To help ensure that standards and conventions are followed

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Q:

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
 
Answer & Explanation Answer: C) Configuration Management

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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 & Explanation Answer: B) By measuring customer satisfaction

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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

Explanation:
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