Question 1

What is the result of too few IT resources and capabilities?
A)Increased cost
B)Decreased cost
C)Decreased performance
D)Increased performance

Accepted Answer

Too few IT resources and capabilities results in decreased performance.
Key Takeaway: In contrast, too many IT resources and capabilities will increase costs. Capacity Management is a key function with an IT organization and is responsible for ensuring the correct amount of capacity is maintained at the correct location when needed for each customer for the correct cost.

Question 2

Who is responsible for providing oversight to performance and capacity monitoring activities?
A)Performance and Monitoring Team
B)Capacity Manager
C)Capacity and Performance Tuning Manager
D)Performance and Monitoring Manager

Accepted Answer

The Capacity Manager is responsible for providing oversight to performance and capacity monitoring.
Key Takeaway: The Capacity Manager needs to be the sort of person who is technically aware but is also familiar with the needs of the business, can analyze information, and interact in a consultative manner with others.

Question 3

The main goal of Availability Management is to:
A)Ensure the level of service availability meets the agreed upon needs of the customer
B)Ensure the IT organization will not have a operational failure
C)Document the availability service levels
D)Ensure everyone in IT has water and sodas available at all times

Accepted Answer

The main goal of Availability Management is to ensure the level of service availability meets the agreed upon needs of the customer.
Key Takeaway: How effective Availability Management is can have a direct impact on a customer's happiness and satisfaction with IT Services. If there is an outage in the middle of the work day or during an urgent issue then the customer could be very unhappy. However, if the outage occurs over the weekend or over a holiday then there would be minimal impact on their happiness.

Question 4

What role does Availability play with Incident Management:
A)To define the relationship between MTBSI and MTRS
B)To minimize the duration and effect of incidents
C)To increase the MTBF
D)To decrease the MTBF

Accepted Answer

The role of Availability Management with Incident Management is to minimize the duration and effect of incidents.
Key Takeaway: When an incident occurs Availability Management must ensure the business operations are brought up and functional as soon as possible. There are several Availability Management metrics: mean time between failures (MTBF); mean time to restore service (MTRS); and mean time between system incidents (MTBSI). If there are is a high ratio between MTBF to MTBSI it means there are a lot of small issues whereas a low ratio between MTBF and MTBSI means there just a few major issues.

Question 5

Disaster Recovery Planning is another term for:
A)IT Service Recovery Management
B)IT Service Continuity Management
C)IT Service Recovery and Continuity Management
D)CYA

Accepted Answer

Disaster Recovery Planning is another term for IT Service Continuity Management.
Key Takeaway: To recover during a disaster requires a separate system. As part of overall Business Continuity Management, IT Service Continuity Management is tasked with ensuring the IT infrastructure and services are recovered within the agreed to amount of time. IT Service Continuity Management takes a broad view in this respect and covers everything from hardware, software, IT staff, telephone and office services, utilities, and all other aspects to permit the business to continue or restore operations.

Question 6

Performing a Business Impact Analysis (BIA) is an activity of:
A)IT Service Continuity Management
B)IT Recovery Management
C)IT Business Continuity Management
D)Recovery and Risk Reduction Measures

Accepted Answer

Performing a Business Impact Analysis (BIA) is an activity of IT Service Continuity Management.
Key Takeaway: The purpose of the Business Impact Analysis (BIA) is to identify mission critical business processes and functions, identify any damage or loss caused by a interruption, identify any escalations as a result of damage or loss, determine the resources needed to restore mission critical processes, and determine the time frames for both minimal and full recovery.

Question 7

Confidentiality, integrity, and availability are all terms associated with:
A)IT Service Recovery Management
B)IT Service Continuity Management
C)Information Security Management
D)Business Operations Data Targets (BODT)

Accepted Answer

Confidentiality, integrity, and availability are all terms associated with Information Security Management.
Key Takeaway: Information Security Management has to ensure that security is managed across all IT Service Management areas. Specifically, Information Security Management is tasked with making sure information is protected, accurate, complete, and available. Information Security Management should be a contributing consideration of an organization's governance model.

Question 8

Application sizing, modeling, and demand management are all considerations for:
A)Service Level Management
B)Capacity Management
C)Service Catalogue Management
D)Supplier Management

Accepted Answer

Application sizing, modeling, and demand management are all considerations for Capacity Management.
Key Takeaway: Application sizing is an activity designed to determine the hardware or network capacity needed; modeling is used to forecast the infrastructure's behavior under a set of conditions; and demand management are the short-term responses to meet current demand. Additional considerations are performance monitoring, tuning, storage of capacity management data, capacity planning, and reporting.

Question 9

Supplier Service Improvement Plans (SSIP) are used to:
A)Document improvement plans agreed to between service providers and suppliers
B)Collect feedback from suppliers
C)Provide input to a supplier and contract review
D)Document the co-sourcing arrangements

Accepted Answer

Supplier Service Improvement Plans are used to document improvement plans agreed to between service providers and suppliers.
Key Takeaway: Supplier Survey Reports are used to collect feedback from anyone who works directly with suppliers on a day-to-day basis so the information can be reviewed to ensure the services are of the quality agreed to. Supplier and Contract Performance Reports are primarily used as in reviews with suppliers when discussing contracts and quality of service.

Question 10

Which of the following is not a sub-process of Capacity Management?
A)Business Capacity Management
B)Service Capacity Management
C)Component Capacity Management
D)Supplier Capacity Management

Accepted Answer

Supplier Capacity Management is not a sub-process of Capacity Management. Supplier Capacity Management is not a valid ITIL term.
Key Takeaway: The three sub-processes of Capacity Management are Business Capacity Management (ensures capacity meets future business needs), Service Capacity Management (manages on-going service delivery per SLAs), and Component Capacity Management (manages the individual components of the IT infrastructure. All three of these sub-processes consolidate information and feed it into both Service Level Management and Financial Management.

Question 11

Which lifecycle phase is focused on the period between Service Design and Service Operation?
A)Service Transition
B)Change Management
C)Service Validation and Testing
D)Knowledge Management

Accepted Answer

Service Transition is the lifecycle phase that is focused on the period between Service Design and Service Operation.
Key Takeaway: This is an important phase because it any functional or technical errors that slip through will have a much greater impact to the infrastructure and/or customer. As result, there will normally be a much higher cost associated with fixing the problem once it is in operation. Service Transition also ensures that any new or changed services meet the customer's requirements, works to reduce differences in actual versus forecast costs, and builds, tests, and implements releases into operation with minimal impact to the organization.

Question 12

Which is a benefit of a Knowledge Management System?
A)Having all users use the system
B)Wisdom
C)Organizational growth and maturity
D)Accurate chargeback records

Accepted Answer

Organizational growth and maturity is a benefit of using a Knowledge Management System.
Key Takeaway: The additional benefits and organization can expect to realize are greater reuse and more effective use of resources. As with most system implementations there are challenges expected including trying to get users to use the system, having adequate time to enter information into the system, keeping the information current, and ensuring it is flexible and scalable to meets the current and future needs of the organization.

Question 13

A Configuration Management Database:
A)Is created by Problem Management
B)Is used by Problem Management
C)Stores configuration items (CIs)
D)Also referred to as the Known Error Database

Accepted Answer

A Configuration Management Database stores configuration items (CIs).
Key Takeaway: The CMDB also shows the relationship between CIs as well as provides a logical model of the IT infrastructure. Configuration Items can include software, documentation, and attributes of the CIs such as the amount of disk space on a computer. Items that are not controlled by Change Management wouldn't normally go into the CMDB.

Question 14

Configuration Management activities include all of the following except:
A)Management & Planning
B)Security
C)Identification
D)Reporting

Accepted Answer

Configuration Management activities do not include Security.
Key Takeaway: Management & Planning is at the center of Configuration Management. Additional activities include Identification (selection, labeling and registration of CIs), Status Accounting (reporting of current and historical data for each CI), Reporting, Verification & Audit (integrity of the CI in CMDB), and Control (only authorized CIs are in the CMDB).

Question 15

A server upgrade is planned for the weekend. Which Service Transition process below would be used to ensure standardized methods and procedures are used?
A)IT Service Continuity Management
B)Continual Service Improvement
C)Knowledge Management
D)Change Management

Accepted Answer

Change Management is the Service Transition process that would be used to ensure standardized methods and procedures are used during the server upgrade.
Key Takeaway: Knowledge Management, the only other Service Transition process listed as a possible answer, is focused on ensuring the organization has quality data for decision making. Change Management ensures changes are controlled and follow a defined set of procedures to minimize the impact of change-related incidents.

Question 16

Which of the following changes is pre-approved and does not require an RFC?
A)Standard Change
B)Normal Change
C)Emergency Change
D)VIP Change

Accepted Answer

A Standard Change is pre-approved and does not require a Request for Change (RFC).
Key Takeaway: A Standard Change is a low risk change that is common (e.g. a new employee's laptop), which is typically captured as a Service Request. A Normal Change is one that follows all the steps of the process and is assessed by the Change Advisory Board (CAB). An Emergency Change is one that needs to be implemented urgently; however, there is still a process to handle this type of request.

Question 17

Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as:
A)7 Rs of Change Management
B)7 Rs of Service Improvement
C)Seven Rs of Configuration Management
D)5 Rs short of a dozen

Accepted Answer

Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as the 7 Rs of Change Management.
Key Takeaway: The 7 Rs refer to questions that must be answered before any change is made. They ask who raised the change, what's the reason for the change; what return is required for the change, what risks are there, what resources are needed for the change, who is responsible for building, testing and installing the change, and what (if any) relationship does this change have with other changes?

Question 18

What would you refer to if you wanted to measure the effectiveness and efficiency of the Change Management process?
A)CMDB
B)CAB
C)KPIs
D)EIEIO

Accepted Answer

You would refer to the Key Performance Indicators (KPIs) of Change Management if you wanted to measure the effectiveness and efficiency of the Change Management process.
Key Takeaway: There are a number of metrics that can be used to gain insight into how well the Change Management process is working. These include: the number of RFCs, number of successful changes, the number of emergency changes, how many changes are waiting to be implemented, what kind of backlog there is, the business impact of changes, and how frequent changes occur to CIs.

Question 19

A group of authorized changes is referred to as:
A)Package
B)Container
C)Release
D)Bundle

Accepted Answer

A group of authorized changes is referred to as a Release.
Key Takeaway: The deployment of Releases can be executed in a variety of methods including: Big Bang (all users at once), Phased (some now, some later), Push (deployed locally then out to other locations), Pull (made available from a centralized locations where users can access as needed), Automated (use of technology to deploy), and Manual (manual steps to distributing the release).

Question 20

The underlying concept behind Service Validation and Testing is:
A)Release Efficiency
B)Quality Assurance
C)Business Impact
D)Requirements Traceability

Accepted Answer

The underlying concept behind Service Validation and Testing is Quality Assurance.
Key Takeaway: Service Validation and Testing ensures that the implementation of releases will result in new or changed services that meet the customer's requirements. This is a crucial function within Service Management and without an effective means to validate and test it results in inefficient processes. Inefficient Service Validation and Testing result in incidents, unused services, higher costs, problems, and more demand for Service Desk help.

Quiz 1: Information Technology Infrastructure Library (ITIL)

What is the result of too few IT resources and capabilities?

Who is responsible for providing oversight to performance and capacity monitoring activities?

The main goal of Availability Management is to:

What role does Availability play with Incident Management:

Disaster Recovery Planning is another term for:

Performing a Business Impact Analysis (BIA) is an activity of:

Confidentiality, integrity, and availability are all terms associated with:

Application sizing, modeling, and demand management are all considerations for:

Supplier Service Improvement Plans (SSIP) are used to:

Which of the following is not a sub-process of Capacity Management?

Which lifecycle phase is focused on the period between Service Design and Service Operation?

Which is a benefit of a Knowledge Management System?

A Configuration Management Database:

Configuration Management activities include all of the following except:

A server upgrade is planned for the weekend. Which Service Transition process below would be used to ensure standardized methods and procedures are used?

Which of the following changes is pre-approved and does not require an RFC?

Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as:

What would you refer to if you wanted to measure the effectiveness and efficiency of the Change Management process?

A group of authorized changes is referred to as:

The underlying concept behind Service Validation and Testing is: