Thursday, January 29, 2015

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.





















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?









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?









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













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?








Sorry, that was the wrong answer



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?












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:









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?













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?










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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?











Sorry, that was the wrong answer




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?













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?














Sorry, that was the wrong answer




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?









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.










Sorry, that was the wrong answer





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?











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.











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?











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.

1 comment:


  1. Practice Exam Results
    Results: ITIL
    Time taken: 5 minutes

    Score: 60 %

    ReplyDelete