ITIL Practice Exam 1 by CP ACTUAL
QUESTIONS AND CORRECT ANSWERS
What types of changes are NOT usually included withing the scope of service
change
A. changes to a mainframe computer
B. changes to business strategy
C. changes to a service level agreement (SLA)
D. the retirement of a service - CORRECT ANSWERS B. changes to
business strategy
Which of the following is NOT an objective of service operation?
A. thorough testing to ensure that services are designed to meet business needs
B. to deliver and manage IT services
C. to manage the technology used to deliver services
D. to monitor the performance of technology and processes - CORRECT
ANSWERS A. thorough testing to ensure that services are designed to
meet business needs
What does the term operations control refer to?
A. Managing the Technical and Applications Management functions
B. Overseeing the execution and monitoring of operational activities and events.
C. It is the tools used to monitor and display the status of the IT industry and
applications
D. it is a service task of monitoring the status of the infrastructure when
operators are not available - CORRECT ANSWERS B. overseeing the
execution and monitoring of operational activities and events
Which processes responsible for recording relationships between service
components?
, A. service level management
B. service portfolio management
C. service asset and configuration management
D. incident management - CORRECT ANSWERS C. Service asset and
configuration management
What is the RACI model used for?
A. documenting the roles and relationships of stakeholders in a process or
activity
B. defining requirements for a new service or process
C. analyzing the business impact of an incident
D. creating a balanced scorecard showing the overall status of service
management - CORRECT ANSWERS A. documenting the roles and
relationships of stakeholders in a process or activity
Which of the following is the BEST description of an operational level
agreement (OLA)?
A. an agreement between an IT service provider and another part of the same
organization that assists in the provision of the service
B. a written agreement between IT service provider and our customers defining
key targets and responsibilities of both parties
C. an agreement between two service providers about the levels of service
required by the customer
D. an agreement between a third-party service desk and IT customer about fix
and response times. - CORRECT ANSWERS A. an agreement between
an IT service provider and another part of the same organization that assists in
the provision of services
What is the MAIN goal of availability management?
A. to monitor and report availability of components
B. to ensure that all targets in the service level agreement (SLAs) are met
QUESTIONS AND CORRECT ANSWERS
What types of changes are NOT usually included withing the scope of service
change
A. changes to a mainframe computer
B. changes to business strategy
C. changes to a service level agreement (SLA)
D. the retirement of a service - CORRECT ANSWERS B. changes to
business strategy
Which of the following is NOT an objective of service operation?
A. thorough testing to ensure that services are designed to meet business needs
B. to deliver and manage IT services
C. to manage the technology used to deliver services
D. to monitor the performance of technology and processes - CORRECT
ANSWERS A. thorough testing to ensure that services are designed to
meet business needs
What does the term operations control refer to?
A. Managing the Technical and Applications Management functions
B. Overseeing the execution and monitoring of operational activities and events.
C. It is the tools used to monitor and display the status of the IT industry and
applications
D. it is a service task of monitoring the status of the infrastructure when
operators are not available - CORRECT ANSWERS B. overseeing the
execution and monitoring of operational activities and events
Which processes responsible for recording relationships between service
components?
, A. service level management
B. service portfolio management
C. service asset and configuration management
D. incident management - CORRECT ANSWERS C. Service asset and
configuration management
What is the RACI model used for?
A. documenting the roles and relationships of stakeholders in a process or
activity
B. defining requirements for a new service or process
C. analyzing the business impact of an incident
D. creating a balanced scorecard showing the overall status of service
management - CORRECT ANSWERS A. documenting the roles and
relationships of stakeholders in a process or activity
Which of the following is the BEST description of an operational level
agreement (OLA)?
A. an agreement between an IT service provider and another part of the same
organization that assists in the provision of the service
B. a written agreement between IT service provider and our customers defining
key targets and responsibilities of both parties
C. an agreement between two service providers about the levels of service
required by the customer
D. an agreement between a third-party service desk and IT customer about fix
and response times. - CORRECT ANSWERS A. an agreement between
an IT service provider and another part of the same organization that assists in
the provision of services
What is the MAIN goal of availability management?
A. to monitor and report availability of components
B. to ensure that all targets in the service level agreement (SLAs) are met
