Free ITIL practice test. By Accelerated Ideas.

Free ITIL practice test. By Accelerated Ideas.

1.
Which of the following levels is described in the passage below:

A level covering all the generic Service Level Management issues appropriate to every customer throughout the organisation.

Service-based SLA

None of these

Custom-based SLA

Corporate level of a Multi-Level SLA Corporate level of a Multi-Level SLA That was the correct answer, well done! 2. Change Management is a process used to ensure that overall business risk is minimized by responding to customers business requirements while minimizing value and reducing incidents, disruption and re-work. Which of the following is NOT one of the seven R?s of Change Management? What is the financial cost of the change Who raised the change What is the reason for the change What are the risks involved in the change Change Management is a process used to ensure that overall business risk is minimized by responding to customers business requirements while minimizing value and reducing incidents, disruption and re-work. Which of the following is NOT one of the seven R?s of Change Management? What is the financial cost of the change That was the correct answer, well done! 3. As part of ISPL, the tendering process aims to select a supplier and a proposal for the considered services and systems and to agree with the chosen supplier on a contract in which both parties? deliveries and responsibilities are defined. A very important aspect of such a contract is the planning of the decision points. Put the tendering process steps in the correct order: 1. response preparation 2. preparation of request for proposal 3. supplier selection 4. contract preparation and signing 1234 2134 1324 1432 2134 That was the correct answer, well done! 4. Change management is an important part of ITIL. Using Change Management, organisations can respond to customer requirements while minimizing value and reducing incidents and disruption. Which type of body exists to support the authorization of changes, particularly the assessment and prioritization of changes? CAB CMB CAT CAS CMB Sorry, that was the wrong answer CAB CAB - Change Advisory Board Question 4 of 155 5. A Change Request is a document containing a call for an adjustment of a system. The Change Request procedure is an important part of the change management process. Typically a request states what needs to be accomplished, the customer ID requesting the change and a possible deadline. It's then up to the service provider to respond with timescales, costs and estimated delivery dates. Which of the following actions occurs first when a Change Request is received? Prioritize Evaluate Test Plan Plan Sorry, that was the wrong answer Requests are evaluated before they can be prioritized, planned and finally tested. 6. Which of the following are key activities for SLM: Log and manage all complaints and compliments Collate, measure and improve customer satisfaction Produce service reports All of the these All of the these That was the correct answer, well done! 7. The SACM plan contains references to the configuration information and data. This usually includes the attributes that are to be recorded for each type of asset or CI. Which of the following attributes is part of a CI record? All of these Unique Identifier CI Type Source CI Type Sorry, that was the wrong answer SACM stands for Service Asset and Configuration Management. A CI is a Configuration Item. 8. The Service Desk is a functional unit made up of dedicated staff, who are responsible for dealing with a variety of events, often via telephone calls or a web interface. Which of the following levels of support, not commonly used, is reserved for issues which need to be dealt with outside of the organisation? Tier 4 Tier 1 Tier 2 Tier 3 Tier 4 That was the correct answer, well done! 9. The ITIL Service Lifecycle embraces and enhances the more traditional Deming Quality Cycle which ensures continuous quality control and consolidation. Which 4 stages are part of the Deming lifecycle? Plan-Do-Change-Action Planning-Doing-Checking-Auditing Plan-Do-Check-Action Plan-Do-Check-Act Plan-Do-Change-Action Sorry, that was the wrong answer Plan-Do-Check-Act 10. A flowchart is a common type of chart, that represents an algorithm or process, showing the steps as boxes of various kinds, and their order by connecting these with arrows. Flowcharts are used in analyzing, designing, documenting or managing a process or program in various fields. What is the name of a software product which is commonly used to construct and edit flowcharts? Chart Flow Visio Visual Flow Easy Flow Chart Flow Sorry, that was the wrong answer Visio is the most popular tool, but others such as ConceptDraw, SmartDraw and OmniGraffle are also widely used.   11. Policies are typically used as a deliberate plan of action to guide decisions and achieve rational outcomes. In ITIL the Release Policy defines the attributes the release must adhere to and the associated mechanism, roles and responsibilities. What information would you NOT attach to a Release Policy? Type of release (minor, major, beta, alpha etc) Budget costs associated with the release Unique identification for the release Criteria for acceptance of the release into various environments Criteria for acceptance of the release into various environments Sorry, that was the wrong answer Budget costs associated with the release 12. The Information Services Procurement Library (ISPL) is a best practice library for the management of IT related acquisition processes. Which of the following is a benefit of using ISPL? All of these The customer can take advantage of the competitive market Proposals of suppliers become comparable The use of a strategy that really fits the situation All of these That was the correct answer, well done! 13. Which of the following levels is described in the passage below: A level covering all the generic Service Level Management issues appropriate to every customer throughout the organisation. Service-based SLA None of these Custom-based SLA Corporate level of a Multi-Level SLA Sorry, that was the wrong answer Corporate level of a Multi-Level SLA 14. A service level agreement is a part of a service contract where the level of service is formally defined. This usually occurs via negotiation between two parties where one is the customer and the other the service provider. In the real world, the term SLA is commonly used to bind a contract to a delivery time or performance. Which of the following is NOT a type of SLA? Service based SLA Just in Time SLA Multi level SLA Customer based SLA Just in Time SLA That was the correct answer, well done! 15. This term is at the heart of ITIL practices. Read the paragraph below and select the correct missing word from the list: A ___ is a means of delivery value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Survey Sigma Society Service Service That was the correct answer, well done! Good Service Design ensures that a organisation can deliver quality, cost-effective services, and achieve business requirements. Which of the following is NOT a result of good Service Design practice? Reduced total cost of ownership Increased complexity of changed services Improved IT governance Improved quality of service Increased complexity of changed services That was the correct answer, well done! Results: ITIL Time taken: 7 minutes Score: 53 % Your score was a little lower than the required pass mark. Why not try taking another practice exam to improve your knowledge of the subject area.