58 Online Practice Questions and Answers

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services

B. It is mandatory that all changes are subject to design coordination activity

C. Only changes to business critical systems

D. Any change that the organization believes could benefit

What BEST describes the value of service transition to the business?

A. It supports the creation of a catalogue of services

B. It leads to gradual and continual improvement in service quality

C. It provides quick and effective access to standard services

D. It results in higher volumes of successful change

Which ITIL process is used to restore normal service operation as quickly as possible?

A. Service level management

B. Incident management

C. Problem management

D. Availability management

The difference between service metrics and technology metrics is BEST described as?

A. Service metrics measure the end to end service; Technology metrics measure individual components

B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

One of the five major aspects of Service Design is the design of the service solutions. It includes?

A. Requirements, resources and capabilities needed and agreed

B. Only requirements needed and agreed

C. Only capabilities needed and agreed

D. Only resources and capabilities needed

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A. The Service Level Manager

B. The IT Service Continuity Manager

C. The Service Catalogue Manager

D. The Supplier Manager

Which is NOT a purpose of a Product Description?

A. Define the time and cost needed to produce the product

B. Define the quality skills required to check the product

C. Define the function and appearance of the product

D. Define the development skills required to produce the product

Which document shows a detailed analysis of business impact and benefits?

A. A return on investment

B. Service level requirements

C. A business case

D. A service level agreement

Which are the elements of process control?

A. Inputs, outputs and triggers

B. Work instructions, procedures and roles

C. Resources, capabilities and metrics

D. Process owner, policy and objectives