ITIL Quiz 4 Exam With Questions and Answers
Services Themselves - ANSWER Includes all the activities required to deliver the
services consistently within the agreed service levels.
Service Management Process - ANSWER These include the service operation
processes of event, incident, problem and acess management, and request
fulfillment.
Technology - ANSWER Delivering IT services depends on the use of appropriate
technology.
People - ANSWER Despite automation, service operation depends on the actions
of the support staff members to ensure the service runs as it should.
Financial Management - ANSWER Service Operation Involvement in Service
Strategy
Capacity Management
Availability Management
IT Service Continuity Management - ANSWER Service Operation Involvement in
Service Design
Service Asset and Configuration Management
Change Management
Release and Deployment - ANSWER Service Operation Involvement in Service
Transition
D - ANSWER Service operation includes which of the following activities?
A. Testing the service
B. Rolling out the service
C. Deciding whether to retire the service
D. Optimizing the service
D - ANSWER Many processes from other lifecycle stages also take place during
the operation stage.
,Which of the following processes does not fall into this category?
A. IT service continuity management
B. Availability management
C. Service level management
D. Design coordination
C - ANSWER Which of the following is the correct list of functions described in
ITIL?
A. Technical management function, facilities management function, service desk
function
B. Infrastructure management function, desktop support function, application
manage-
ment function, service desk function
C. Technical management function, operations management function, application
man-
agement function, service desk function
D. Infrastructure management function, service desk function, application
development
function
B - ANSWER Which of these activities is facilities management not responsible
for?
A. Maintaining air conditioning to the required level in the server rooms
B. Defining the infrastructure requirements to support the services
C. Ensuring the power supply at any disaster recovery sites meets the requirement
D. Testing the UPS and generators
B - ANSWER Match the activities to the following functions.
1. Activity: Console management
2. Activity: Identifying functional and manageability requirements for application
,software
3. Activity: Providing a single point of contact
4. Activity: Designing and managing the infrastructure
a. Function: Service desk
b. Function: Technical management
c. Function: Application management
d. Function: Operations management
A. 1d, 2a, 3c, 4b
B. 1d, 2c, 3a, 4b
C. 1a, 2b, 3c, 4d
D. 1b, 2c, 3d, 4a
C - ANSWER The service desk is not responsible for which of the following?
A. Providing a first point of contact
B. Resolving straightforward incidents
C. Preventing incidents from recurring
D. Providing updates to users
B - ANSWER The service desk carries out two processes. What are they?
1. Incident management
2. Design coordination
3. Request fulfillment
4. Change management
A. 2 and 4
B. 1 and 3
C. All of the above
D. 3 and 4
, D - ANSWER Which of the following should service desk staff members possess?
1. Specialist technical knowledge
2. Customer service skills
3. Technical ability
4. Business knowledge
A. 1 and 2
B. 2 and 3
C. All of the above
D. 2, 3, and 4
D - ANSWER Operations management is split into two aspects. What are they
called?
A. Facilities management, operations development
B. Facilities ownership, operations control
C. Console management, facilities management
D. Facilities management, operations control
B - ANSWER Which of the following is not a service desk structure described in
ITIL?
A. Virtual
B. Matrix
C. Follow the sun
D. Local
C - ANSWER Which of the following can include steps that will help to resolve an
Incident?
1. Incident Model
2. Known Error Record
A. 1 only
Services Themselves - ANSWER Includes all the activities required to deliver the
services consistently within the agreed service levels.
Service Management Process - ANSWER These include the service operation
processes of event, incident, problem and acess management, and request
fulfillment.
Technology - ANSWER Delivering IT services depends on the use of appropriate
technology.
People - ANSWER Despite automation, service operation depends on the actions
of the support staff members to ensure the service runs as it should.
Financial Management - ANSWER Service Operation Involvement in Service
Strategy
Capacity Management
Availability Management
IT Service Continuity Management - ANSWER Service Operation Involvement in
Service Design
Service Asset and Configuration Management
Change Management
Release and Deployment - ANSWER Service Operation Involvement in Service
Transition
D - ANSWER Service operation includes which of the following activities?
A. Testing the service
B. Rolling out the service
C. Deciding whether to retire the service
D. Optimizing the service
D - ANSWER Many processes from other lifecycle stages also take place during
the operation stage.
,Which of the following processes does not fall into this category?
A. IT service continuity management
B. Availability management
C. Service level management
D. Design coordination
C - ANSWER Which of the following is the correct list of functions described in
ITIL?
A. Technical management function, facilities management function, service desk
function
B. Infrastructure management function, desktop support function, application
manage-
ment function, service desk function
C. Technical management function, operations management function, application
man-
agement function, service desk function
D. Infrastructure management function, service desk function, application
development
function
B - ANSWER Which of these activities is facilities management not responsible
for?
A. Maintaining air conditioning to the required level in the server rooms
B. Defining the infrastructure requirements to support the services
C. Ensuring the power supply at any disaster recovery sites meets the requirement
D. Testing the UPS and generators
B - ANSWER Match the activities to the following functions.
1. Activity: Console management
2. Activity: Identifying functional and manageability requirements for application
,software
3. Activity: Providing a single point of contact
4. Activity: Designing and managing the infrastructure
a. Function: Service desk
b. Function: Technical management
c. Function: Application management
d. Function: Operations management
A. 1d, 2a, 3c, 4b
B. 1d, 2c, 3a, 4b
C. 1a, 2b, 3c, 4d
D. 1b, 2c, 3d, 4a
C - ANSWER The service desk is not responsible for which of the following?
A. Providing a first point of contact
B. Resolving straightforward incidents
C. Preventing incidents from recurring
D. Providing updates to users
B - ANSWER The service desk carries out two processes. What are they?
1. Incident management
2. Design coordination
3. Request fulfillment
4. Change management
A. 2 and 4
B. 1 and 3
C. All of the above
D. 3 and 4
, D - ANSWER Which of the following should service desk staff members possess?
1. Specialist technical knowledge
2. Customer service skills
3. Technical ability
4. Business knowledge
A. 1 and 2
B. 2 and 3
C. All of the above
D. 2, 3, and 4
D - ANSWER Operations management is split into two aspects. What are they
called?
A. Facilities management, operations development
B. Facilities ownership, operations control
C. Console management, facilities management
D. Facilities management, operations control
B - ANSWER Which of the following is not a service desk structure described in
ITIL?
A. Virtual
B. Matrix
C. Follow the sun
D. Local
C - ANSWER Which of the following can include steps that will help to resolve an
Incident?
1. Incident Model
2. Known Error Record
A. 1 only
