Question 1

A baseline of a configuration that has been formally agreed to and managed through the Change Management process is called:
A)Configuration Item
B)Configuration Baseline
C)Baseline of Configuration (BOC)
D)Service Baseline

Accepted Answer

The Configuration Baseline is a baseline of a configuration that has been formally agreed to and managed through the Change Management process.
Key Takeaway: A Configuration Baseline is used as the basis for future builds, releases, and changes. It provides a means to signal a milestone in the development of a service, allows the build of a service from a known set of inputs, allows for changing or rebuilding in the future, is a means to bring together all relevant components ready for a change or release, and provides a basis for backing out a change.

Question 2

The system that contains the entire set of repositories used to manage knowledge and information is called the:
A)SKMS
B)CMS
C)SKDB
D)CMMS

Accepted Answer

The system that contains the entire set of repositories used to manage knowledge and information is called the Service Knowledge Management System (SKMS).
Key Takeaway: The SKMS is a set of tools and databases that are used to manage knowledge and information. The SKMS stores, manages, updates, and presents all information that a service provider needs to manage the full lifecycle of services. It contains the Configuration Management System (CMS) information and the Configuration Management Databases (CMDB) data.

Question 3

Knowledge Management is usually displayed within the ____________ structure or model:
A)RACI
B)SKDB
C)CMDB
D)DIKW

Accepted Answer

Knowledge Management is usually displayed within the Data, Information, Knowledge, Wisdom structure or model.
Key Takeaway: Data includes the discrete facts about events, Information is derived by applying context to the data and usually requires data from more than one source, Knowledge is the combination of experiences , ideas, values, and judgments from staff members, and Wisdom is the common sense judgment that leads to organizational strategies after applying context.

Question 4

What contains the physical store of software master copies:
A)DML
B)Software Asset Library
C)CMDB
D)RACI

Accepted Answer

The Definitive Media Library (DML) contains the physical store of software master copies.
Key Takeaway: The Definitive Media Library (DML) is one or more locations in which the approved versions of all software CIs are stored securely. The DML will also contain the licenses for the software CIs along with the documentation. All software in the DML falls under Change Management and Release Management control and recorded in the Configuration Management System (CMS).

Question 5

A _________________ is any component that needs to be managed in order to provide an IT Service:
A)Asset
B)Baseline
C)CI
D)RACI

Accepted Answer

A Configuration Item (CI) is any component that needs to be managed in order to provide an IT Service.
Key Takeaway: Information regarding each CI is contained within the Configuration Management System (CMS) and each CI's lifecycle is managed by the Configuration Management process. Any changes to CIs are controlled by Change Management. There can be a variety of CIs: Service Level CIs, Service CIs, Organizational CIs, Internal CIs, and External CIs. Each CI can vary in size, type, and complexity ranging from an entire system to a single module.

Question 6

A business value of Service Transition is:
A)Enables a high volume of changes and releases
B)Quantifies the impact of a loss of service
C)Protects the interests of those relying on information
D)Ensures security risks are effectively managed

Accepted Answer

A business value of Service Transition is that it enables a high volume of changes and releases.
Key Takeaway: Effective Service Transition has additional value to the business such as providing an understanding to the level of risk during and after a change, it aligns the new or changed service to the business requirements, and end users can use the new or changed service effectively.

Question 7

A Release Unit is:
A)A collection of an IT service's components normally released together
B)A collection of RFCs for a particular service
C)Where DML data is stored
D)What contains a release package

Accepted Answer

A Release Unit is a collection of an IT service's components normally released together.
Key Takeaway: Together, the components within a Release Unit generally are adequate to perform a successful function (e.g. a desktop PC that contains all the hardware and software). The unit may include various types of assets; however, the ideal release unit is dependent on the service or asset itself. It may be most appropriate to release an entire application to ensure nothing is missed in testing or it may simply be more granular such as a single page of a website update.

Question 8

You are ready to release a new service into production. Which of the following is not an appropriate option in accordance with the release and deployment process:
A)Pull
B)Pilot
C)Phased
D)Big bang

Accepted Answer

A Pilot is not an appropriate option for releasing a new service into production in accordance with the release and deployment process.
Key Takeaway: A Pilot is a state for a service after it is first deployed and prior to a rollout. Valid release deployment options include 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 9

Effective and efficient delivery and support of IT Services is a function of:
A)Service Strategy
B)Service Operation
C)Service Transition
D)Continual Service Improvement

Accepted Answer

Effective and efficient delivery and support of IT Services is a function of Service Operation.
Key Takeaway: The success if Service Operation is hinged on the coordination and execution of the various activities and processes that must be delivered to meet the service level agreements. An important aspect of Service Operation is to manage any conflicts between the current operational status and the future changes and priorities.

Question 10

Which of the following is the counter balance to Stability when balancing Service Operation?
A)Responsiveness
B)Quality of Service
C)External Business View
D)Cost of Service

Accepted Answer

Responsiveness is the counter balance to Stability when balancing Service Operation.
Key Takeaway: Service Operation has to understand that business needs are constantly changing and if there is too much focus on Responsiveness IT may make too many changes that lead to infrastructure instability. Stability is of importance but with too much focus on it will lead to a reluctance to adopt needed changes. As a result, this is a balancing act. Other factors that have to be balanced are Internal IT View vs. External IT View, Cost of Service vs. Quality of Service, and being Reactive vs. Proactive.

Question 11

Which of the following definitions best describes the Call Centre service desk type?
A)Moderate first-time resolution rate
B)High first-time resolution rate
C)Low fist-time resolution rate
D)A wide variety of services offered

Accepted Answer

High first-time resolution rate best describes the Call Centre service desk type.
Key Takeaway: A service desk type is referred to by its skill level and first-time resolution rate. A Call Centre is also characterized by a high call volume. A Help Desk service desk type has a moderate first-time resolution rate and handles is designed with managing incidents. A Service Desk service desk type has a high first-time resolution rate and provides a wide range of services.

Question 12

Technical Management is comprised of the following staff:
A)Transition specialists and support staff
B)Technical architects and support staff
C)Technical architects and transition staff
D)Technical architects

Accepted Answer

Technical Management is comprised of technical architects and support staff.
Key Takeaway: One or more technical support teams are required to provide Technical Management and support for the customer's infrastructure. The technical architects and designers are primarily engaged in Service Design while the maintenance and support staff are engaged in Service Operation, together they comprise Technical Management. Technical Management has the goal of ensuring the infrastructure is stable as a result of careful planning, implementation and ongoing operations.

Question 13

IT Operations Management is tasked with performing the day-to-day activities to keep the infrastructure operational. Where are the performance standards defined?
A)Service Design
B)Service Operation
C)Service Transition
D)IT Operations Management

Accepted Answer

The performances standards used by IT Operations Management to perform the day-to-day activities to keep the infrastructure operational are defined in Service Design.
Key Takeaway: IT Operations Management role includes maintaining the "status quo", constantly assessing operations to seek ways to improve services while lowering costs, and ensuring the correct technical resources are engaged quickly to diagnose and resolve any failures. IT Operations Management also provides IT Operations Control (staffing and execution) and Facilities Management (the physical IT environment).

Question 14

An Operations Bridge or Network Operations Centre, and Event Management are all processes managed by:
A)Service Transition
B)IT Operations Management
C)IT Operations Control
D)Continual Service Improvement

Accepted Answer

An Operations Bridge or Network Operations Centre (NOC), and Event Management are all processes managed by IT Operations Control. Although answer B is technically correct because IT Operations Control is a function of IT Operations Management answer C is the BEST answer.
Key Takeaway: IT Operations Control also consists of activities such as console management, job scheduling, backups & restores, and printing. The other function of IT Operations Management is Facilities Management and this consists of activities such as managing data centers, disaster recovery sites, facilities consolidations, and facilities contracts.

Question 15

The Service Operation function that is primarily responsible for helping design, implement, and maintain applications is:
A)Business Application Management
B)Application Operations Management
C)Application Service Management
D)Application Management

Accepted Answer

Application Management is the Service Operation function that is primarily responsible for helping design, implement, and maintain applications.
Key Takeaway: Application Management, the Service Desk, Technical Management, and IT Operations Management are the four functions of Service Operation. Application Management is also responsible for managing applications through their entire life cycle, helps identify functional requirements for software, helps make the build vs. buy decisions, and helps define what skills are needed by staff to support the applications.

Question 16

At the core of Operational Monitoring and Control is:
A)Event Management
B)Service Operation
C)Service Transition
D)IT Service Management

Accepted Answer

Event Management is at the core of Operational Monitoring Control.
Key Takeaway: Event Management is tasked with detecting events, understanding them, and defining the appropriate method to control it. Event Management detects and communicates operational information in addition to warnings and exceptions so this information can be fed into reporting. The information from Event Management may also be used to automate routine processing, assist with demand balancing, and across the infrastructure to improve performance.

Question 17

An event is defined as:
A)An indicator that a response is needed
B)The result of a change request
C)A threshold warning
D)A change of a CIs state that holds importance with IT management

Accepted Answer

An event is a change of a CIs state that holds importance with IT management.
Key Takeaway: The event may be something as simple as the completion of a batch processing job completed successfully, that a backup failed, or a situation that warrants closer monitoring. An event differs from an alert (a threshold warning) and a trigger (a response to an event may be needed). Events can be monitored automatically so detection by staff is simplified.

Question 18

Which of the following is a correct chain of activities of Event Management?
A)Event Occurs --> Event Detection --> Event Correlation -->Alert
B)Event Occurs --> Event Detection --> Event Filtering --> Alert
C)Event Occurs --> Event Detection --> Alert --> Event Correlation
D)Eenie --> Meenie --> Miney --> Moe

Accepted Answer

Event Occurs --> Event Detection --> Alert --> Event Correlation is the correct chain of activities of Event Management.
Key Takeaway: Event Occurs --> Event Detection --> Alert --> Event Correlation are the first four activities for Event Management followed by Significance of Events --> Event Filtering --> Trigger --> Response Selection --> Review Actions --> Close Event. It is likely that within an organization's IT infrastructure there would a high volume of events so it is important to ensure an appropriate set of triggers are in place to ensure the right events are getting the attention they need.

Question 19

How do Problem Management and Incident Management differ?
A)Problem Management focuses on root cause and Incident Management focuses on the symptoms
B)Incident Management focuses on root cause and Problem Management focuses on the symptoms
C)Problem Management focuses on issue priority and Incident Management focuses issue urgency
D)There is no difference, they mean the same thing.

Accepted Answer

The difference between Problem Management and Incident Management is that Problem Management focuses on root cause and Incident Management focuses on the symptoms.
Key Takeaway: Incident Management is focused on restoring normal service operation as quickly as possible while reducing the impact to the business. This focus results in the highest levels of service quality and availability. Normal service operation is defined as operating within the limits of established Service Level Agreements (SLAs).

Question 20

Categorization is the unemotional/statistical aspect of Incident Prioritization whereas ___________________ is the human element of Incident Prioritization.
A)Incident Management
B)Impact
C)Urgency
D)Escalation

Accepted Answer

Escalation is the human element of Incident Prioritization.
Key Takeaway: A major concept of Incident Management is the difference between Categorization and Escalation. Within Categorization, Impact + Urgency = Priority. Impact is the measure of how much the business is affected. Urgency is measure of how long the fix can be delayed. The human element of Escalation helps with determining which incidents should be moved up or down in priority.

Quiz 1: Information Technology Infrastructure Library (ITIL)

A baseline of a configuration that has been formally agreed to and managed through the Change Management process is called:

The system that contains the entire set of repositories used to manage knowledge and information is called the:

Knowledge Management is usually displayed within the ____________ structure or model:

What contains the physical store of software master copies:

A _________________ is any component that needs to be managed in order to provide an IT Service:

A business value of Service Transition is:

A Release Unit is:

You are ready to release a new service into production. Which of the following is not an appropriate option in accordance with the release and deployment process:

Effective and efficient delivery and support of IT Services is a function of:

Which of the following is the counter balance to Stability when balancing Service Operation?

Which of the following definitions best describes the Call Centre service desk type?

Technical Management is comprised of the following staff:

IT Operations Management is tasked with performing the day-to-day activities to keep the infrastructure operational. Where are the performance standards defined?

An Operations Bridge or Network Operations Centre, and Event Management are all processes managed by:

The Service Operation function that is primarily responsible for helping design, implement, and maintain applications is:

At the core of Operational Monitoring and Control is:

An event is defined as:

Which of the following is a correct chain of activities of Event Management?

How do Problem Management and Incident Management differ?

Categorization is the unemotional/statistical aspect of Incident Prioritization whereas ___________________ is the human element of Incident Prioritization.