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 ITIL Certification Questions

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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:

Which of the following is Not a Function?

A) Incident Management B) Technical Management
C) Service Desk D) Application Management
 
Answer & Explanation Answer: A) Incident Management

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

7 25154
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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Job Role: Project Manager , IT Trainer , Database Administration , Analyst

18 24214
Q:

Governance is concerned with

A) Ensuring that defined strategy is actually followed B) Reducing the total cost of providing services
C) Ensuring that agreed Service Level Requirements are met D) Measuring and improving the efficiency and effectiveness of processes
 
Answer & Explanation Answer: A) Ensuring that defined strategy is actually followed

Explanation:
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Exam Prep: Bank Exams

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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 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

14 20638
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 17436
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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