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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

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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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Filed Under: ITIL Certification

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:

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:

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:

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:

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