ITIL ASSESSMENT with Answer

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1. Which of the following is an objective of Problem Management? —– All of the above
2. At what frequency is the inventory of assets taken? —– once in a year
3. Consider the following list 1. Change authority 2. Change manager 3. Change advisory
   board (CAB Which one of the following is the BEST description of the items above. —–
   Role’s people or groups
4. Which is the following process is not part of Service Operation Lifecycle —– Change
   Management
5. what is CI? —– Configuration item
6. which one of the following generates demand for services? —– PBA (Patterns of
   business activity)
7. which of the following activities are performed by a service disk? 1.logging details of
   incidents and service request 2. providing first line investigation and diagnosis 3. restoring
   services 4. implementing all standard changes —– 1,2 and 3 only
8. which one of the following is the BEST definition of reliability? —– How long a service
   or configuration item can perform its function without failing
9. what are the three elements of the service portfolio? —– Service pipeline, service
   catalogue, retired services
10. which one the following statements about incident reporting and logging is CORRECT? —
    — incidents can be reported by anyone who detects a disruption or potential
    disruption to normal service.
11. 12.which one of the following is an objective of server catalogue management? —–
    Negotiating and agreeing service level agreement.
12. what is the weakest vulnerability in organization —– internal employees
13. the most suitable cloud deployment for a small group of organization with shared work —– community cloud

14. which is not a security threat —– unchanged default password
15. example of infrastructure as a service —– operating system
16. what is the number one concern about cloud computing —– security concerns
17. which of the following is not a primary concern of service strategy —– defining a release
    plan
18. what is SLA —– service-level agreement
19. 20.name the functions defined in service operations —– service desk, technical mgmt.,
    Application mgmt., IT operations mgmt.
20. _____is a weakness in the system which can be addressed using security path application –
    —– Vulnerability
21. an event that is generated when a service or device is approaching a threshold is called
    _ warning
22. What are the Two components of ITIL V3? —– The five core books and the
    complementary publications
23. What are customers of IT services who work in the same organization as the service
    provider known as? —– Internal customers
24. Sequence of activities combined to achieve a certain goal is called —– Process
25. Demand Management is to Understand customer requirements for service and how these
    vary over the business cycle and ensure the provision of appropriate levels of service —- TRUE
26. Which is NOT an activity of Change Management Process? —– Status Accounting

27. Which of the following activities are performed by a service desk? 1. Logging details of
    incidents and service requests 2. Providing first-in message diagnosis 3. Restoring service
28. Implementing all standard —– 1, 2 and 3 only
29. The main objective of Change Management is to —– Ensure that standardized methods
    and procedures are used for handling all changes
30. Which of the following BEST describes a problem? —– The cause of two or more
    incidents
31. BRM stands for —– Business Relationship Management
32. Which of the following is not a service desk type recognized in the service operation
    volume of ITIL? —– Outsourced
33. KPI stands for —– Key Performance Indicator
34. ITIL first Published by —– Office of UK government
35. What is ITSCM? —– IT Service Continuity Management
36. What is ECAB? —– Emergency Change Advisory Board
37. How Many phases are in the ITIL lifecycle —– 5
38. What are the three elements of the Service Portfolio? —– Service Pipeline Service
    Catalogue Retired Services
39. Which of the following is NOT an objective of service transition? —– To provide training
    and certification in project management