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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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Filed Under: ITIL Certification

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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Filed Under: ITIL Certification

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:

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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Filed Under: ITIL Certification

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

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Filed Under: ITIL Certification

Q:

The Information Security Policy should be available to which groups of people?

A) Senior business managers and all IT staff B) Information Security Management staff only
C) All customers, users and IT staff D) Senior business managers, IT executives and the Security Manager
 
Answer & Explanation Answer: C) All customers, users and IT staff

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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

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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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Filed Under: ITIL Certification