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Question 1 of 45
1. Question
Which one of the following is the BEST description of a relationship in service asset and configuration management?
Correct
The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.
Incorrect
The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.
Unattempted
The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.
Question 2 of 45
2. Question
What should be documented in an incident model?
Correct
An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.
Incorrect
An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.
Unattempted
An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.
Question 3 of 45
3. 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 4 of 45
4. Question
Which process is responsible for ensuring that appropriate testing takes place?
Correct
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.
Incorrect
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.
Unattempted
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.
Question 5 of 45
5. 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 6 of 45
6. Question
Which one of the following is the purpose of service level management?
Correct
Service Level Management is one of the processes within the Service Design phase, it shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.
Incorrect
Service Level Management is one of the processes within the Service Design phase, it shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.
Unattempted
Service Level Management is one of the processes within the Service Design phase, it shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.
Question 7 of 45
7. Question
Which one of the following is an objective of release and deployment management?
Correct
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed upon deployment plan has been established with customers and stakeholders.
Incorrect
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed upon deployment plan has been established with customers and stakeholders.
Unattempted
Release and Deployment Management would focus more exclusively on deployment/release logistics and testing. Release should occur once an agreed upon deployment plan has been established with customers and stakeholders.
Question 8 of 45
8. Question
What BEST describes service strategy’s value to the business?
Correct
Service strategy allows a service provider to determine what servcies is will offer to its customers to provide the most value to those customers.
Incorrect
Service strategy allows a service provider to determine what servcies is will offer to its customers to provide the most value to those customers.
Unattempted
Service strategy allows a service provider to determine what servcies is will offer to its customers to provide the most value to those customers.
Question 9 of 45
9. Question
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Correct
In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Incorrect
In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Unattempted
In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Question 10 of 45
10. 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 11 of 45
11. 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.
Question 12 of 45
12. Question
Which two processes will contribute MOST to enabling effective problem detection?
Correct
Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Incorrect
Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Unattempted
Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Question 13 of 45
13. Question
What does NOT need to be defined as part of EVERY process?
Correct
Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.
Incorrect
Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.
Unattempted
Functions are self-contained subsets of an organization that are intended to accomplish specific tasks. They are not required for EVERY process.
Question 14 of 45
14. Question
Which one of the following can help determine the level of impact of a problem?
Correct
The configuration management system (CMS) can be used to determine what other services, systems, or components are affected by a given component, and aids in detemining the level of impoact of a problem.
Incorrect
The configuration management system (CMS) can be used to determine what other services, systems, or components are affected by a given component, and aids in detemining the level of impoact of a problem.
Unattempted
The configuration management system (CMS) can be used to determine what other services, systems, or components are affected by a given component, and aids in detemining the level of impoact of a problem.
Question 15 of 45
15. Question
What BEST describes the purpose of access management?
Correct
Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Incorrect
Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Unattempted
Access Management process is charged with providing authorized parties with access to service and information as specified in the Information Security Policy. Access Management executes the Information Security Policy.
Question 16 of 45
16. Question
In terms of adding value to the business, which one of the following describes service operation’s contribution?
Correct
During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.
Incorrect
During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.
Unattempted
During Service Operation, the importance and criticality of communication is especially important. It is during this time that customers must see and realize the value received from the given service.
Question 17 of 45
17. Question
Which of the following statements is CORRECT for every process?
Correct
Processes are structured sets of activities designed to achieve a specific objective. The delvier results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.
Incorrect
Processes are structured sets of activities designed to achieve a specific objective. The delvier results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.
Unattempted
Processes are structured sets of activities designed to achieve a specific objective. The delvier results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.
Question 18 of 45
18. Question
Which of the following options is a hierarchy that is used in knowledge management?
Correct
The data-information-knowledge-wisdom (DIKW) model is a common one in knowledge management. This model takes data, converts it to information, then creates knowledge, and hopefully helps leadership to find wisdom.
Incorrect
The data-information-knowledge-wisdom (DIKW) model is a common one in knowledge management. This model takes data, converts it to information, then creates knowledge, and hopefully helps leadership to find wisdom.
Unattempted
The data-information-knowledge-wisdom (DIKW) model is a common one in knowledge management. This model takes data, converts it to information, then creates knowledge, and hopefully helps leadership to find wisdom.
Question 19 of 45
19. Question
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Correct
Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs. Concerned with the consistent application of quality management methods to the service.
Incorrect
Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs. Concerned with the consistent application of quality management methods to the service.
Unattempted
Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs. Concerned with the consistent application of quality management methods to the service.
Question 20 of 45
20. Question
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of “the four Ps.” What are these four Ps?
Correct
People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.
Incorrect
People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.
Unattempted
People (Human resources), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which support the service.
Question 21 of 45
21. Question
Which one of the following is NOT the responsibility of service catalog management?
Correct
SLAs are maintained by the Service Level Agreement Managemet process, not the Service Catalog Management process.
Incorrect
SLAs are maintained by the Service Level Agreement Managemet process, not the Service Catalog Management process.
Unattempted
SLAs are maintained by the Service Level Agreement Managemet process, not the Service Catalog Management process.
Question 22 of 45
22. 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 23 of 45
23. Question
Which stage of the change management process deals with what should be done if the change is unsuccessful?
Correct
If a change is unsuccessful, then a branch plan must be executed. This could involve remediation planning (how to work around the issues until a new solution can be created), or a redesign of the service.
Incorrect
If a change is unsuccessful, then a branch plan must be executed. This could involve remediation planning (how to work around the issues until a new solution can be created), or a redesign of the service.
Unattempted
If a change is unsuccessful, then a branch plan must be executed. This could involve remediation planning (how to work around the issues until a new solution can be created), or a redesign of the service.
Question 24 of 45
24. Question
Which of the following is an enabler of best practice?
Correct
Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!
Incorrect
Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!
Unattempted
Standards, academic research, and internal experience can be good sources of best practices, but technology is an enable of best practices!
Question 25 of 45
25. Question
What are the categories of event described in the ITIL Service Operations book?
Correct
Events are classified as Informational (no action required), Warning (item is approaching a performance or capacity limitation), or Exception (item has exceeded a threshold).
Incorrect
Events are classified as Informational (no action required), Warning (item is approaching a performance or capacity limitation), or Exception (item has exceeded a threshold).
Unattempted
Events are classified as Informational (no action required), Warning (item is approaching a performance or capacity limitation), or Exception (item has exceeded a threshold).
Question 26 of 45
26. Question
Which process is responsible for the availability, confidentiality and integrity of data?
Correct
The Information Security Management (ISyM) process is concerned with the three tenants of information systems security: Confidentifality, Integrity, and Availability.
Incorrect
The Information Security Management (ISyM) process is concerned with the three tenants of information systems security: Confidentifality, Integrity, and Availability.
Unattempted
The Information Security Management (ISyM) process is concerned with the three tenants of information systems security: Confidentifality, Integrity, and Availability.
Question 27 of 45
27. Question
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Correct
Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.
Incorrect
Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.
Unattempted
Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.
Question 28 of 45
28. Question
What is the BEST description of a service request?
Correct
Service requests can be anything request by a user, inlcuding service, help, advice, guidance, a standard change, or even a continual service improvement suggestion.
Incorrect
Service requests can be anything request by a user, inlcuding service, help, advice, guidance, a standard change, or even a continual service improvement suggestion.
Unattempted
Service requests can be anything request by a user, inlcuding service, help, advice, guidance, a standard change, or even a continual service improvement suggestion.
Question 29 of 45
29. Question
Which of the following is NOT an objective of request fulfillment?
Correct
Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved. It provides a means for common user requests for non-incident support, new equipment, training, etc.
Incorrect
Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved. It provides a means for common user requests for non-incident support, new equipment, training, etc.
Unattempted
Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved. It provides a means for common user requests for non-incident support, new equipment, training, etc.
Question 30 of 45
30. 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 31 of 45
31. Question
Which function or process would provide staff to monitor events in an operation’s bridge or network operations center?
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 32 of 45
32. Question
Which of the following are types of service are NOT defined in ITIL?
Correct
ITIL covers three types of services: core, enabling, and enhancing.
Incorrect
ITIL covers three types of services: core, enabling, and enhancing.
Unattempted
ITIL covers three types of services: core, enabling, and enhancing.
Question 33 of 45
33. Question
Which of the following statements BEST describes a definitive media library (DML)?
Correct
Although the DML is a single logical store, it can comprise of a number of physical locations including electronic storage areas. Its contents must be recorded in the CMDB and it is used heavily in Release and Deployment Management.
Incorrect
Although the DML is a single logical store, it can comprise of a number of physical locations including electronic storage areas. Its contents must be recorded in the CMDB and it is used heavily in Release and Deployment Management.
Unattempted
Although the DML is a single logical store, it can comprise of a number of physical locations including electronic storage areas. Its contents must be recorded in the CMDB and it is used heavily in Release and Deployment Management.
Question 34 of 45
34. Question
The definitive media library is the responsibility of:
Correct
The Definitive Media Library (DML) is the responsibility of the Service Asset and Configruation Management (SACM) process.
Incorrect
The Definitive Media Library (DML) is the responsibility of the Service Asset and Configruation Management (SACM) process.
Unattempted
The Definitive Media Library (DML) is the responsibility of the Service Asset and Configruation Management (SACM) process.
Question 35 of 45
35. 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 36 of 45
36. Question
Which one of the following is NOT an aim of the change management process?
Correct
Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items. All changes involve risk.
Incorrect
Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items. All changes involve risk.
Unattempted
Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items. All changes involve risk.
Question 37 of 45
37. Question
Which process would maintain policies, standards and models for service transition activities and processes?
Correct
Service Transition Planning and Support process maintains the policies, standards, and models for the sevice transition activities.
Incorrect
Service Transition Planning and Support process maintains the policies, standards, and models for the sevice transition activities.
Unattempted
Service Transition Planning and Support process maintains the policies, standards, and models for the sevice transition activities.
Question 38 of 45
38. Question
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
Correct
Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.
Incorrect
Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.
Unattempted
Configuration Baseline refers to the documented and validated configuration of a component, system, service, etc. and is used to provide a roll-back point useful in managing risk around changes in the environment.
Question 39 of 45
39. 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 40 of 45
40. Question
Which of the following items would NOT commonly be on the agenda for a change advisory board (CAB)?
Correct
The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.
Incorrect
The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.
Unattempted
The Change Advisory Board or CAB is a group of experts convened by the Change Manager to advise on the approval/rejection and planning for a specific change. The membership of the CAB usually varies with the change under consideration.
Question 41 of 45
41. Question
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Correct
Since ITIL is a public framework, it is well-documented, tested across a wide variety of organixations, and overall is easier to implement.
Incorrect
Since ITIL is a public framework, it is well-documented, tested across a wide variety of organixations, and overall is easier to implement.
Unattempted
Since ITIL is a public framework, it is well-documented, tested across a wide variety of organixations, and overall is easier to implement.
Question 42 of 45
42. 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 43 of 45
43. Question
Which statement about the service portfolio is TRUE?
Correct
The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.
Incorrect
The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.
Unattempted
The Service Portfolio is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.
Question 44 of 45
44. Question
At which stage of the lifecycle is value creation a driving principle?
Correct
Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determing how best to provide value to a service provider’s customers.
Incorrect
Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determing how best to provide value to a service provider’s customers.
Unattempted
Service Strategy is about the selection of services a Service Provider will offer to customers. This is focused on determing how best to provide value to a service provider’s customers.
Question 45 of 45
45. 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.
X
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