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Question 1 of 45
1. Question
Which of the following is NOT an objective of service transition?
Correct
Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. This includes objectives that aid in determining service supportability.
Incorrect
Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. This includes objectives that aid in determining service supportability.
Unattempted
Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. This includes objectives that aid in determining service supportability.
Question 2 of 45
2. Question
Which one of the following is the CORRECT set of steps for the Continual Service Improvement model?
Correct
The Continual Sevice Improvement model is a simple set of guiding questions which can be used to organize and perpetuate an improvement program. It closely mirrors the basic approach also used in the ITIL 7-Step Improvement Process.
Incorrect
The Continual Sevice Improvement model is a simple set of guiding questions which can be used to organize and perpetuate an improvement program. It closely mirrors the basic approach also used in the ITIL 7-Step Improvement Process.
Unattempted
The Continual Sevice Improvement model is a simple set of guiding questions which can be used to organize and perpetuate an improvement program. It closely mirrors the basic approach also used in the ITIL 7-Step Improvement Process.
Question 3 of 45
3. Question
Which of the following should your IT service continuity strategy NOT be based on?
Correct
You metric design should not influence your IT service continuity strategy. Instead, your IT Service Continuity Strategy should support the overall business continuity management (BCM) arrangements by managing risks that affect critical IT services.
Incorrect
You metric design should not influence your IT service continuity strategy. Instead, your IT Service Continuity Strategy should support the overall business continuity management (BCM) arrangements by managing risks that affect critical IT services.
Unattempted
You metric design should not influence your IT service continuity strategy. Instead, your IT Service Continuity Strategy should support the overall business continuity management (BCM) arrangements by managing risks that affect critical IT services.
Question 4 of 45
4. Question
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
Correct
Service Asset and Configuration Management is responsible for planning, indentifying, controling, the status accountiong, and the verification/audit of components of the IT infrastructure.
Incorrect
Service Asset and Configuration Management is responsible for planning, indentifying, controling, the status accountiong, and the verification/audit of components of the IT infrastructure.
Unattempted
Service Asset and Configuration Management is responsible for planning, indentifying, controling, the status accountiong, and the verification/audit of components of the IT infrastructure.
Question 5 of 45
5. Question
Which of the following identifies the purpose of service transition planning and support?
Correct
Service Transition Planning and Support provides overall planning for service transitions and coordinates the resources that they will require.
Incorrect
Service Transition Planning and Support provides overall planning for service transitions and coordinates the resources that they will require.
Unattempted
Service Transition Planning and Support provides overall planning for service transitions and coordinates the resources that they will require.
Question 6 of 45
6. Question
Which of the following is NOT a service desk organizational structures are described in service operation?
Correct
IT Help Desk is a generic term and not a organizational structure like the Local Service Desk, Virtual Service Desk, and Follow-the-Sun models.
Incorrect
IT Help Desk is a generic term and not a organizational structure like the Local Service Desk, Virtual Service Desk, and Follow-the-Sun models.
Unattempted
IT Help Desk is a generic term and not a organizational structure like the Local Service Desk, Virtual Service Desk, and Follow-the-Sun models.
Question 7 of 45
7. Question
What is a RACI model used for?
Correct
RACI model is a generic tool for reviewing and assigning four key roles to any important task or activity. Role assignments are defined and ensures that roles are appropriately filled or covered within processes.
Incorrect
RACI model is a generic tool for reviewing and assigning four key roles to any important task or activity. Role assignments are defined and ensures that roles are appropriately filled or covered within processes.
Unattempted
RACI model is a generic tool for reviewing and assigning four key roles to any important task or activity. Role assignments are defined and ensures that roles are appropriately filled or covered within processes.
Question 8 of 45
8. Question
Which one of the following is the BEST definition of reliability?
Correct
Reliability is how long a service or component can perform its function without interruption. In other words, how long before something breaks?
Incorrect
Reliability is how long a service or component can perform its function without interruption. In other words, how long before something breaks?
Unattempted
Reliability is how long a service or component can perform its function without interruption. In other words, how long before something breaks?
Question 9 of 45
9. Question
What activities would be performed by access management?
Correct
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy.
Incorrect
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy.
Unattempted
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy.
Question 10 of 45
10. Question
Which role is responsible for carrying out the activities of a process?
Correct
A Process Practioner carries out one or more activities of a process and works with other stakeholders to ensure all contributions to the process are effective.
Incorrect
A Process Practioner carries out one or more activities of a process and works with other stakeholders to ensure all contributions to the process are effective.
Unattempted
A Process Practioner carries out one or more activities of a process and works with other stakeholders to ensure all contributions to the process are effective.
Question 11 of 45
11. Question
Which of the following DOES NOT provide value to the business from service strategy?
Correct
Incorrect
Unattempted
Question 12 of 45
12. Question
What is the BEST description of an incident?
Correct
An incident is any occurrence which causes or may cause interruption or degradation to an IT Service.
Incorrect
An incident is any occurrence which causes or may cause interruption or degradation to an IT Service.
Unattempted
An incident is any occurrence which causes or may cause interruption or degradation to an IT Service.
Question 13 of 45
13. Question
Which of the following processes are performed by the service desk?
Correct
The service desk acts as the first level of support for Request Fulfillment and Incident Management functions. They are the most common touch point for customers needing assistance.
Incorrect
The service desk acts as the first level of support for Request Fulfillment and Incident Management functions. They are the most common touch point for customers needing assistance.
Unattempted
The service desk acts as the first level of support for Request Fulfillment and Incident Management functions. They are the most common touch point for customers needing assistance.
Question 14 of 45
14. Question
Which one of the following is an objective of service catalog management?
Correct
Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. Service Catalog Management also controls who has access to its information.
Incorrect
Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. Service Catalog Management also controls who has access to its information.
Unattempted
Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. Service Catalog Management also controls who has access to its information.
Question 15 of 45
15. Question
Why is it important for service providers to understand patterns of business activity (PBA)?
Correct
Patterns of Business Activity which represent the way that users in different user profiles access a service over the course of a given time period. This is useful to understand in Demand Management in order to provide the best service to your customers.
Incorrect
Patterns of Business Activity which represent the way that users in different user profiles access a service over the course of a given time period. This is useful to understand in Demand Management in order to provide the best service to your customers.
Unattempted
Patterns of Business Activity which represent the way that users in different user profiles access a service over the course of a given time period. This is useful to understand in Demand Management in order to provide the best service to your customers.
Question 16 of 45
16. Question
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Correct
IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.
Incorrect
IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.
Unattempted
IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management.
Question 17 of 45
17. Question
Which of the following IS NOT a valid part of the service portfolio?
Correct
Incorrect
Unattempted
Question 18 of 45
18. Question
Which one of the following would NOT involve event management?
Correct
Service desk staff absense is an issues for a personnel system, not for an ITIL process. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Incorrect
Service desk staff absense is an issues for a personnel system, not for an ITIL process. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Unattempted
Service desk staff absense is an issues for a personnel system, not for an ITIL process. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Question 19 of 45
19. Question
Which role is accountable for the operational management of a process?
Correct
The process manager is acountable for the management and oversight of a given process.
Incorrect
The process manager is acountable for the management and oversight of a given process.
Unattempted
The process manager is acountable for the management and oversight of a given process.
Question 20 of 45
20. Question
Which of the following activities are NOT performed by a service desk?
Correct
Standard changes are handled by Service Request Fulfillment, not the Service Desk.
Incorrect
Standard changes are handled by Service Request Fulfillment, not the Service Desk.
Unattempted
Standard changes are handled by Service Request Fulfillment, not the Service Desk.
Question 21 of 45
21. Question
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Correct
Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.
Incorrect
Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.
Unattempted
Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.
Question 22 of 45
22. Question
What are the three service provider business models?
Correct
There are three types of service providers. Type I (internal service provider embeded in the business unit), Type II (internal srveice provider shared among the business units), and Type III (external service provider).
Incorrect
There are three types of service providers. Type I (internal service provider embeded in the business unit), Type II (internal srveice provider shared among the business units), and Type III (external service provider).
Unattempted
There are three types of service providers. Type I (internal service provider embeded in the business unit), Type II (internal srveice provider shared among the business units), and Type III (external service provider).
Question 23 of 45
23. Question
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Correct
A service-based service level agreement (SLA) is a singular agreement for all users of a given service.
Incorrect
A service-based service level agreement (SLA) is a singular agreement for all users of a given service.
Unattempted
A service-based service level agreement (SLA) is a singular agreement for all users of a given service.
Question 24 of 45
24. Question
What is the two primary elements that create value for customers?
Correct
Resources and Capacbilities are process enablers that support the service or process in order to create value for customers.
Incorrect
Resources and Capacbilities are process enablers that support the service or process in order to create value for customers.
Unattempted
Resources and Capacbilities are process enablers that support the service or process in order to create value for customers.
Question 25 of 45
25. Question
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Correct
Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.
Incorrect
Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.
Unattempted
Service Design focuses on the design and planning of all aspects of the lifecycle including its processes. This include defining the policies and objectives to be used during Service Transition, Service Operations, & Continual Service Improvement phases.
Question 26 of 45
26. Question
Which of the following would commonly be found in a contract underpinning an IT service?
Correct
Underpinning contracts (UC) are legally binding agreements between a third-party and its customers. All of these items should be found in the UC.
Incorrect
Underpinning contracts (UC) are legally binding agreements between a third-party and its customers. All of these items should be found in the UC.
Unattempted
Underpinning contracts (UC) are legally binding agreements between a third-party and its customers. All of these items should be found in the UC.
Question 27 of 45
27. Question
A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?
Correct
Those in a RACI matrix with a “I” should be INFORMED and receive updates as the task or activity progresses.
Incorrect
Those in a RACI matrix with a “I” should be INFORMED and receive updates as the task or activity progresses.
Unattempted
Those in a RACI matrix with a “I” should be INFORMED and receive updates as the task or activity progresses.
Question 28 of 45
28. Question
Which of the following is NOT a service desk type recognized in the Service Operation volume of ITIL?
Correct
Outsources is not a type of sevice desk recognized by ITIL. Valid types of service desks are Local Servce Desk, Virtual Service Desk, Centralized Service Desk, and Follow-the-Sun Service Desks.
Incorrect
Outsources is not a type of sevice desk recognized by ITIL. Valid types of service desks are Local Servce Desk, Virtual Service Desk, Centralized Service Desk, and Follow-the-Sun Service Desks.
Unattempted
Outsources is not a type of sevice desk recognized by ITIL. Valid types of service desks are Local Servce Desk, Virtual Service Desk, Centralized Service Desk, and Follow-the-Sun Service Desks.
Question 29 of 45
29. Question
What is a service delivered between two business units in the same organization known as?
Correct
This is called an internal service, and the service provider is called a Type I or Type II service provider.
Incorrect
This is called an internal service, and the service provider is called a Type I or Type II service provider.
Unattempted
This is called an internal service, and the service provider is called a Type I or Type II service provider.
Question 30 of 45
30. Question
Service transition contains detailed descriptions of which processes?
Correct
Service Transition phase contains Change Management, Service Asset & Configuration Management, Release & Deployment Management, Transition Planning & Support, Service Validation & Testing, Evaluation, and Knowledge Management.
Incorrect
Service Transition phase contains Change Management, Service Asset & Configuration Management, Release & Deployment Management, Transition Planning & Support, Service Validation & Testing, Evaluation, and Knowledge Management.
Unattempted
Service Transition phase contains Change Management, Service Asset & Configuration Management, Release & Deployment Management, Transition Planning & Support, Service Validation & Testing, Evaluation, and Knowledge Management.
Question 31 of 45
31. Question
The effective management of risk requires specific types of action. Which of the following actions would be BEST to manage risk?
Correct
The identification of risk and its analysis and management of risk exposure is important to effectively managing risk in servce delivery.
Incorrect
The identification of risk and its analysis and management of risk exposure is important to effectively managing risk in servce delivery.
Unattempted
The identification of risk and its analysis and management of risk exposure is important to effectively managing risk in servce delivery.
Question 32 of 45
32. Question
Who is responsible for defining metrics for change management?
Correct
The Change Management Process Owner is accountable for the overall design, performance, integration, improvement, and management of a the change management process, including the metrics.
Incorrect
The Change Management Process Owner is accountable for the overall design, performance, integration, improvement, and management of a the change management process, including the metrics.
Unattempted
The Change Management Process Owner is accountable for the overall design, performance, integration, improvement, and management of a the change management process, including the metrics.
Question 33 of 45
33. Question
Which process is responsible for providing the rights to use an IT service?
Correct
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Incorrect
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Unattempted
The Access Management process is charged with is providing authorized parties with appropriate access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Question 34 of 45
34. Question
Which of the following is the best definition of service management?
Correct
Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
Incorrect
Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
Unattempted
Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
Question 35 of 45
35. Question
Which are the three levels of a multi-level service level agreement (SLA)?
Correct
The Service Level Agreement (SLA) is between the service provider and the customer. If you have to choose a third option, then corporate would be accurate, since it is between the service provider’s corporate entity, as well.
Incorrect
The Service Level Agreement (SLA) is between the service provider and the customer. If you have to choose a third option, then corporate would be accurate, since it is between the service provider’s corporate entity, as well.
Unattempted
The Service Level Agreement (SLA) is between the service provider and the customer. If you have to choose a third option, then corporate would be accurate, since it is between the service provider’s corporate entity, as well.
Question 36 of 45
36. Question
What should a service always deliver to customers?
Correct
A service is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. It is about delivering value to the customers!
Incorrect
A service is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. It is about delivering value to the customers!
Unattempted
A service is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. It is about delivering value to the customers!
Question 37 of 45
37. Question
Which of the following is the process owner NOT responsible for doing?
Correct
The Process Practioner is the person responsible for performing all the activities involved in a given process.
Incorrect
The Process Practioner is the person responsible for performing all the activities involved in a given process.
Unattempted
The Process Practioner is the person responsible for performing all the activities involved in a given process.
Question 38 of 45
38. Question
Which one of the following statements about incident reporting and logging is CORRECT?
Correct
Incorrect
Unattempted
Question 39 of 45
39. Question
Which of the following BEST describes partners’ in the phrase people, processes, products and partners”?
Correct
Partners are third-parties who provide services required to support the services. These include suppliers, manufacturers, and vendors.
Incorrect
Partners are third-parties who provide services required to support the services. These include suppliers, manufacturers, and vendors.
Unattempted
Partners are third-parties who provide services required to support the services. These include suppliers, manufacturers, and vendors.
Question 40 of 45
40. Question
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Correct
The incident is categorized according to predefined criteria for the purpose of facilitating diagnosis and prioritizing its handling relative to other incidents.
Incorrect
The incident is categorized according to predefined criteria for the purpose of facilitating diagnosis and prioritizing its handling relative to other incidents.
Unattempted
The incident is categorized according to predefined criteria for the purpose of facilitating diagnosis and prioritizing its handling relative to other incidents.
Question 41 of 45
41. Question
Which of the following can include steps that will help to resolve an incident?
Correct
The incident model and the known error record can be useful during troubleshooting and support efforts.
Incorrect
The incident model and the known error record can be useful during troubleshooting and support efforts.
Unattempted
The incident model and the known error record can be useful during troubleshooting and support efforts.
Question 42 of 45
42. Question
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Correct
Service level management works with the customer to prove that the SLAs have been met or achieved.
Incorrect
Service level management works with the customer to prove that the SLAs have been met or achieved.
Unattempted
Service level management works with the customer to prove that the SLAs have been met or achieved.
Question 43 of 45
43. Question
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Correct
The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business.
Incorrect
The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business.
Unattempted
The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business.
Question 44 of 45
44. Question
In which core ITIL publication can you find detailed descriptions of service catalog management, information security management, and supplier management?
Correct
Service Design contains Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, and Supplier Management.
Incorrect
Service Design contains Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, and Supplier Management.
Unattempted
Service Design contains Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, and Supplier Management.
Question 45 of 45
45. Question
Which of the following is the correct definition of an outcome?
Correct
The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.
Incorrect
The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.
Unattempted
The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.
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