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 ITIL Certification Questions

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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

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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

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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:

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

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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

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Q:

 What is the difference between a process and a project?

A) A process is continuous and has no end date, whereas a project has a finite lifespan. B) A project is continuous and has no end date, whereas a process has a finite lifespan.
C) A process stops when the objective has been achieved, whereas a project does not stop when the objective is met. D) In a project the focus is not on the result, whereas with a process the result is important
 
Answer & Explanation Answer: A) A process is continuous and has no end date, whereas a project has a finite lifespan.

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Q:

Which of the following is NOT an objective of service transition ?

A) To plan and manage the capacity and resource requirements to manage a release B) To provide quality knowledge and information about services and service assets
C) To provide training and certification in project management D) To ensure that a service can be operated, managed and supported
 
Answer & Explanation Answer: C) To provide training and certification in project management

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Job Role: Analyst , Database Administration , IT Trainer , Project Manager

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Q:

 If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

A) They are likely to increase gradually B) They are likely to gradually reduce
C) They are likely to increase dramatically D) They are likely to reduce initially and then gradually return to current level
 
Answer & Explanation Answer: B) They are likely to gradually reduce

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