Sawaal

 ITIL Certification Questions

Popular Latest Rated
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

Explanation:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

0 9047
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:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

5 8619
Q:

Availability management is responsible for availability of

A) IT infrastructure B) Tools
C) Processes D) All of the above
 
Answer & Explanation Answer: D) All of the above

Explanation:

ITIL Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT services. It is is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.

Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification
Job Role: Database Administration , IT Trainer , Network Engineer

39 8514
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

Explanation:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

2 8080
Q:

When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

A) Objectives, Metric, Desired outcome B) People, Products, Technology
C) Business Objectives, IT objectives, Process metrics D) Desired outcome, Supplier metrics, IT objectives
 
Answer & Explanation Answer: C) Business Objectives, IT objectives, Process metrics

Explanation:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

0 8061
Q:

The four stages of the Deming Cycle are?

A) Plan, Measure, Monitor, Report B) Plan, Check, Re-Act, Implement
C) Plan, Do, Act, Audit D) Plan, Do, Check, Act
 
Answer & Explanation Answer: D) Plan, Do, Check, Act

Explanation:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

0 7948
Q:

Of which ITIL process are Reliability, Serviceability and Maintainability components?

A) Service Level Management B) Problem Management
C) Availability Management D) IT Service Continuity Management
 
Answer & Explanation Answer: C) Availability Management

Explanation:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

2 7347
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

Explanation:
Report Error

View Answer Report Error Discuss

Filed Under: ITIL Certification

0 6040