Question 1

Knowledge Management is usually displayed within the ____________ structure or model:

Accepted Answer

A) RACI 
B) SKDB 
C) CMDB 
D) DIKW 
A) RACI 
B) SKDB 
C) CMDB 
D) DIKW D

Question 2

Which phase brings together all the other aspects of the Service Lifecycle together?

Accepted Answer

A) IT Service Management 
B) Continual Service Improvement 
C) Continuous Service Improvement 
D) Centralized Service Management 
A) IT Service Management 
B) Continual Service Improvement 
C) Continuous Service Improvement 
D) Centralized Service Management B

Question 3

What is an agreement between internal groups designed to support the IT service provider's service delivery?

Accepted Answer

A) Operational Level Agreement (OL
A)  
B) Service Level Agreement (SL
A)  
C) Service Level Requirement (SLR) 
D) Underpinning Contract 
A) Operational Level Agreement (OL
A)  
B) Service Level Agreement (SL
A)  
C) Service Level Requirement (SLR) 
D) Underpinning Contract A

Question 4

What are the four phases of the Deming Cycle:

Accepted Answer

A) Plan, Do, Check, Act 
B) Plan, Do, Confirm, Act 
C) Planning, Doing, Confirming, Acting 
D) Plan, Do, Check, Action 
A) Plan, Do, Check, Act 
B) Plan, Do, Confirm, Act 
C) Planning, Doing, Confirming, Acting 
D) Plan, Do, Check, Action

Question 5

A baseline is a:

Accepted Answer

A) A point of reference for comparison 
B) A field on the Request for Change 
C) The most important aspect of IT Service Management 
D) The unmarked lane between any two baseball bases 
A) A point of reference for comparison 
B) A field on the Request for Change 
C) The most important aspect of IT Service Management 
D) The unmarked lane between any two baseball bases

Question 6

Who is responsible for providing oversight to performance and capacity monitoring activities?

Accepted Answer

A) Performance and Monitoring Team 
B) Capacity Manager 
C) Capacity and Performance Tuning Manager 
D) Performance and Monitoring Manager 
A) Performance and Monitoring Team 
B) Capacity Manager 
C) Capacity and Performance Tuning Manager 
D) Performance and Monitoring Manager

Question 7

Which Service Design process includes the planning and reporting of SLAs and the review of service achievements?

Accepted Answer

A) Service Level Management 
B) Operational Level Agreement 
C) Service Level Agreement 
D) Service Catalogue 
A) Service Level Management 
B) Operational Level Agreement 
C) Service Level Agreement 
D) Service Catalogue

Question 8

What contains the physical store of software master copies:

Accepted Answer

A) DML 
B) Software Asset Library 
C) CMDB 
D) RACI 
A) DML 
B) Software Asset Library 
C) CMDB 
D) RACI

Question 9

An incident that results in a major disruption of service is called a:

Accepted Answer

A) Major Impact 
B) Major Urgency 
C) Major Incident 
D) Major Escalation 
A) Major Impact 
B) Major Urgency 
C) Major Incident 
D) Major Escalation

Question 10

The categories of a Service Portfolio are:

Accepted Answer

A) Service Pipeline, Service Catalogue, and Discontinued Services 
B) Service Pipeline, Service Catalogue, and Retired Services 
C) Service Value, Service Utility, and Service Warranty 
D) Service Warranty, Service Value, and Service Management 
A) Service Pipeline, Service Catalogue, and Discontinued Services 
B) Service Pipeline, Service Catalogue, and Retired Services 
C) Service Value, Service Utility, and Service Warranty 
D) Service Warranty, Service Value, and Service Management

Question 11

An Operations Bridge or Network Operations Centre, and Event Management are all processes managed by:

Accepted Answer

A) Service Transition 
B) IT Operations Management 
C) IT Operations Control 
D) Continual Service Improvement 
A) Service Transition 
B) IT Operations Management 
C) IT Operations Control 
D) Continual Service Improvement

Question 12

Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as:

Accepted Answer

A) 7 Rs of Change Management 
B) 7 Rs of Service Improvement 
C) Seven Rs of Configuration Management 
D) 5 Rs short of a dozen 
A) 7 Rs of Change Management 
B) 7 Rs of Service Improvement 
C) Seven Rs of Configuration Management 
D) 5 Rs short of a dozen

Question 13

An outsourcer is considered a/an:

Accepted Answer

A) Internal Service Provider 
B) Shared Service Provider 
C) Matrix-Driven Service Provider 
D) External Service Provider 
A) Internal Service Provider 
B) Shared Service Provider 
C) Matrix-Driven Service Provider 
D) External Service Provider

Question 14

Which is a benefit of a Knowledge Management System?

Accepted Answer

A) Having all users use the system 
B) Wisdom 
C) Organizational growth and maturity 
D) Accurate chargeback records 
A) Having all users use the system 
B) Wisdom 
C) Organizational growth and maturity 
D) Accurate chargeback records

Question 15

In which phase of the Service Lifecycle is there a focus on designing, developing, and implementing service management?

Accepted Answer

A) Service Strategy 
B) Service Design 
C) Service Transition 
D) Service Operation 
A) Service Strategy 
B) Service Design 
C) Service Transition 
D) Service Operation

Question 16

What is the result of too few IT resources and capabilities?

Accepted Answer

A) Increased cost 
B) Decreased cost 
C) Decreased performance 
D) Increased performance 
A) Increased cost 
B) Decreased cost 
C) Decreased performance 
D) Increased performance

Question 17

Which phase of the Service Lifecycle is incorporated in all the other phases?

Accepted Answer

A) Service Strategy 
B) Service Design 
C) Service Transition 
D) Continual Service Improvement 
A) Service Strategy 
B) Service Design 
C) Service Transition 
D) Continual Service Improvement

Question 18

The main goal of Availability Management is to:

Accepted Answer

A) Ensure the level of service availability meets the agreed upon needs of the customer 
B) Ensure the IT organization will not have a operational failure 
C) Document the availability service levels 
D) Ensure everyone in IT has water and sodas available at all times 
A) Ensure the level of service availability meets the agreed upon needs of the customer 
B) Ensure the IT organization will not have a operational failure 
C) Document the availability service levels 
D) Ensure everyone in IT has water and sodas available at all times

Question 19

Which of the following is the counter balance to Stability when balancing Service Operation?

Accepted Answer

A) Responsiveness 
B) Quality of Service 
C) External Business View 
D) Cost of Service 
A) Responsiveness 
B) Quality of Service 
C) External Business View 
D) Cost of Service

Question 20

Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which document should be created first?

Accepted Answer

A) Operational Level Agreement (OL
A)  
B) Service Level Agreement (SL
A)  
C) Service Level Requirement (SLR) 
D) Service Catalogue 
A) Operational Level Agreement (OL
A)  
B) Service Level Agreement (SL
A)  
C) Service Level Requirement (SLR) 
D) Service Catalogue

Exam 1: Information Technology Infrastructure Library (ITIL)