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ITIL Practice Questions

Question # 1

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only



C.

2, 3 and 4 only



Question # 2

The remediation plan should be evaluated at what point in the change lifecycle?

A.

Before the change is approved

B.

Immediately after the change has failed and needs to be backed out

C.

After implementation but before the post implementation review

D.

After the post implementation review has identified a problem with the change



A.

Before the change is approved



Question # 3

Application Management plays a role in all applications. One of the key decisions to which
they contribute is?

A.

Whether to buy an application or build it

B.

Should application development be outsourced

C.

Who the vendor of the storage devices will be

D.

Where the vendor of an application is located



A.

Whether to buy an application or build it



Question # 4

Which one of the following is an objective of service catalogue management?

A.

Negotiating and agreeing service level agreement

B.

Negotiating and agreeing operational level agreements

C.

Ensuring that the service catalogue is made available to those approved to access it

D.

Only ensuring that adequate technical resources are available



C.

Ensuring that the service catalogue is made available to those approved to access it



Question # 5

Which three types of metric support Continual Service Improvement (CSI) activities?

A.

Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

B.

Process metrics, software metrics and financial metrics

C.

Technology metrics, process metrics and service metrics

D.

Service metrics, technology metrics and Key Performance Indicator (KPI) metrics



C.

Technology metrics, process metrics and service metrics



Question # 6

What are Request Models used for?

A.

Capacity Management

B.

Modelling arrival rates and performance characteristics of service requests

C.

Comparing the advantages and disadvantages of different Service Desk approaches
such as local or remote

D.

Identifying frequently received user requests and defining how they should be handled



D.

Identifying frequently received user requests and defining how they should be handled



Question # 7

What is the PRIMARY process for strategic communication with the service provider's
customers?

A.

Service catalogue management

B.

Service portfolio management

C.

Service desk

D.

Business relationship management



D.

Business relationship management



Question # 8

Which of the following areas would not be supported by a Service Design tool?

A.

Software design

B.

Process design

C.

Environment design

D.

Strategy design



B.

Process design



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