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Section-4 Quiz

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95 views

Section-4 Quiz

Uploaded by

Eithu Thutun
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ITIL® Foundation: Complete ITIL® Foundation Exam Course-Master of Project Academy

QUIZ for SECTION #4


1-) Which of the following does NOT represent a stage in the Service Lifecycle?
a. Continual Service Improvement
b. Service Operation
c. Service Architecture
d. Service Strategy

2. Which of the following requirements are adequate for an integrated set of Service
Management technology?
1. The tool should have an integrated Configuration Management System to allow
the organization’s IT infrastructure assets, components and services to be held
together with all relevant attributes and to allow relationships between each to
be stored and maintained.
2. The tool should be able to plan changes and assess the impact of changes to
minimize the likelihood of post-production problems.
3. The tool should contain a workflow or process control engine to allow the
predefinition
and control of defined processes such as an Incident Lifecycle, Request
Fulfilment Lifecycle, Problem Lifecycle, Change Model etc.
4. The tool should ensure that all of the information within the Service Catalogue
is accurate and up to date.
a. 1 only
b. 1 and 3 only
c. 1, 3 and 4 only
d. All of the above

3. Which of the following should be considered when automating Service


Management?
1. Simplify the service processes before automating them.
2. Clarify the flow of activities, allocation of tasks, need for information and
interactions.
3. In self-service situations, reduce the surface area of the contact users have with
the underlying systems and processes.
4. Do not be in a hurry to automate tasks and interactions that are neither simple
nor routine.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above

1
Not for distribution, sale or reproduction. Cannot be used without permission of the Author.
ITIL® Foundation: Complete ITIL® Foundation Exam Course-Master of Project Academy

4. Which of the following characterizes a function?


1. It is specialized to perform a certain type of work.
2. It is self-contained with capabilities and resources for its performance.
3. It is responsible for specific outcomes.
4. It can be repeated and becomes manageable.
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above

5. Which of the following are characteristics of a process


1. Measurable
2. Responds to a specific Event
3. Has customers
4. Leads to specific results
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above

2
Not for distribution, sale or reproduction. Cannot be used without permission of the Author.
ITIL® Foundation: Complete ITIL® Foundation Exam Course-Master of Project Academy

SOLUTIONS

1-) Which of the following does NOT represent a stage in the Service Lifecycle?
a. Continual Service Improvement
b. Service Operation
c. Service Architecture
d. Service Strategy

Answer: C
Explanation: Options (a), (b) and (d) are all stages of the lifecycle. Two other lifecycle
stages not mentioned in the question are ‘Service Design’ and ‘Service Transition’.

2. Which of the following requirements are adequate for an integrated set of Service
Management technology?
1. The tool should have an integrated Configuration Management System to allow
the organization’s IT infrastructure assets, components and services to be held
together with all relevant attributes and to allow relationships between each to
be stored and maintained.
2. The tool should be able to plan changes and assess the impact of changes to
minimize the likelihood of post-production problems.
3. The tool should contain a workflow or process control engine to allow the
predefinition
and control of defined processes such as an Incident Lifecycle, Request
Fulfilment Lifecycle, Problem Lifecycle, Change Model etc.
4. The tool should ensure that all of the information within the Service Catalogue
is accurate and up to date.
a. 1 only
b. 1 and 3 only
c. 1, 3 and 4 only
d. All of the above

Answer: B
Explanation: Option (2) and (4) are requirements for the processes and roles and not the
tool.

3
Not for distribution, sale or reproduction. Cannot be used without permission of the Author.
ITIL® Foundation: Complete ITIL® Foundation Exam Course-Master of Project Academy

3. Which of the following should be considered when automating Service


Management?
1. Simplify the service processes before automating them.
2. Clarify the flow of activities, allocation of tasks, need for information and
interactions.
3. In self service situations, reduce the surface area of the contact users have with
the underlying systems and processes.
4. Do not be in a hurry to automate tasks and interactions that are neither simple
nor routine.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above

Answer: D
Explanation: All these guidelines should be considered when applying automation.

4. Which of the following characterizes a function?


1. It is specialized to perform a certain type of work.
2. It is self-contained with capabilities and resources for its performance.
3. It is responsible for specific outcomes.
4. It can be repeated and becomes manageable.
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above

Answer: C
Explanation: Option 4 (it can be repeated and becomes manageable) is a characteristic
of a process.

4
Not for distribution, sale or reproduction. Cannot be used without permission of the Author.
ITIL® Foundation: Complete ITIL® Foundation Exam Course-Master of Project Academy

5. Which of the following are characteristics of a process


1. Measurable
2. Responds to a specific Event
3. Has customers
4. Leads to specific results
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above

Answer: D
Explanation: All the four options are process characteristics.

5
Not for distribution, sale or reproduction. Cannot be used without permission of the Author.

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