ITIL Question Answer

Hello friends in this post we are going to discuss ITIL MCQ With answer | ITIL Multiple choice question with answer | ITIL Objective type question | ITIL Wipro Myskillz trendnxt

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1.ITIL is compliant to following ISO models:

None of the above

Ans – None of the above

2.To Support Continual Service Improvement (CSI) activities, organization needs to collect following types of metrics

Technology, Process and Service

3.Service Reporting is responsibility of.

Service Reporting Process
Service Level Management

4.What are various cost involved in Continual Service Improvement (CSI) implementation

Labor Cost and expertise cost
Tooling cost and training cost

5.Which of the following do Technology Metrics measure?


6.Which of the following do Service Metrics measure?

The end to end service

7.Which of these is the correct set of steps for the Continual Service Improvement Model?

What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?

8.An organization has undertaken the first two steps in the 7-Step Improvement Process, and has found a large gap between what it believes it SHOULD measure, and what it IS ABLE TO measure. The organization is in the process of drafting SLAs. What is the BEST way of dealing with this limited measurement capability in the short to medium term?

SLAs should include targets based on what should be measured; Monitoring
capabilities will then be gradually enhanced to allow the necessary monitoring and reporting to be

9. An important beginning point for highlighting Continual Service Improvement is perform


10.Continual Service Improvement is expected to identify faults or weaknesses in which of the following Lifecycle phases?

All phases of the Service Lifecycle

11. Which of the following is NOT an aim of the Change Management process?

To deliver and manage IT services at agreed levels to business users

12.Identify the processes covered as part of Service Transition?

Change Management, Service Asset and Configuration Management, Release and
Deployment Managemen

13.Most important activity of Change Management is

Change Impact Assessment

14.What are various types of change

Strategic Change
Tactical Change
Operational Change

15.MTRS is defined as

Mean time to restore service

16.Success of Change Management is measured during

During post implementation review

17.Ideally Change and Release Management should not be handled by same person

As there is conflict of interest

18.Change Impact Assessment is done based on

Technical Impact Assessment
Business Impact Assessment
Financial impact assessment

19.Key activities in Service Asset and Configuration Management process is

Planning – Identification – Control – Status Accounting – Verification and Audit

20. Which statement correctly describes the difference between Asset Management and Configuration Management?

Configuration Management goes much further than Asset Management because it also
specifies the relationships between assets

21.Which of the following is NOT a part of the Release Process?

Moving software from the live environment to the DML

22.Items of Information stored in the CMDB relating to a specific CI are known as?


23.which process is accountable to manage DML and definitive spares


24.DML is foundation for

Release Management

25.Which of the following statements is CORRECT?

The Configuration Management System is part of the Service Knowledge Management

26. In ITIL service lifecycle configuration levels and baseline points are represented by

Numbered Triangles

27.To define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and
infrastructure is objective of


28.Various release and deployment approach can be explained as

Big bang vs Phased
Push and pull
Automated vs manua

29.Release Window is same as Change Window


30.Release planning starts as soon as

Change is approved

31.Back-out plan is built and approved by.

None of them

32.The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A Service Change

33.Release Management should update KEDB for all error which is released during deployment


34.Service Validation and testing process is responsible for

Validation and testing of new or changed services

35.Transition management is all about

Communication management
Stakeholder managemen

36.Transition is defined as a change in state, corresponding to a movement of an IT service or other configuration item from lifecycle to another


37.It is important for the operation of a given application that the version of the software installed on each of the computers on the network is the same. Which process is responsible for this?

Release Management

38.Which of the following is a value that is a result of implementing best practices for Service Operation?

Meet the goals of the organization’s security policy

39.Which Service Design aspect would benefit the MOST by using a RACI model?

Design of process required

40.Which statement about Business Relationship Management (BRM) is NOT correct?

One of the purposes of BRM is to negotiate warranty terms with the

41.Which ITIL process aims to trace business-critical services for which supplementary emergency measures must be taken?

IT Service Continuity Management

42.What is the criterion used by Change Management in determining the category for a Request for Change?


43.Which of the following best describes ‘Reliability’?

The ability of a CI to remain functional under given conditions

44.Which of the following lists best describes the key attributes needed by Service Desk Staff?

Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills

45.What is the use of additional technical expertise in the Incident Management process called?

Functional Escalation

46.Consider the following statements: 1. A service level agreement is a written agreement between the service provider and the customers. 2. Negotiation of service levels must
involve the customers of the services involved 3. Underpinning contracts must be capable of supporting targets agreed in SLA’s. Which of the above are correct?

1 & 3 only
1 & 2 only


47.The name given to the document which outlines the responsibilities between internal functional areas with respect to assisting in the provision of an IT Service to the Customer/s

Operational Level Agreement

48.Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item

Availability Manager

49.The Ishikawa Diagram or Cause & Effect Analysis (Fishbone) is a technique employed by which ITIL Discipline?

Problem Management

50.Typically a Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names referring to the single point of contact


51.Which of the following is the BEST description of remediation

Involves the actions taken to recover after a failed change or release

52.Which of the following influences the scope of the initial Service Design?

Functional Requirements
Overall Design Constraints
Business Benefits
All of the above

ANSWER>All of the above

53.Which of the following BEST describes an outcome?

The result of carrying out an activity, following a process or delivering an IT

54.Which of the following is NOT an objective of Service Portfolio Management (SPM)?

Providing a clear service provision model that conveys how service assets are used to
supply services

55.Which of the following statements about Service Automation is CORRECT?

It is known to improve the Utility and Warranty of services

56.Which type of metric is used by Continual Service Improvement (CSI) and tracks the performance of end-to-end services?

Service Metrics

57.Ensuring that policies and strategy are actually implemented is an example of which of the following?


58.Which of the following is NOT a value that is a result of implementing best practices for Continual Service Improvement?

Improved control of Service Assets and Configurations

59.Which of the following terms means an unplanned interruption to an IT Service reduction in the quality of an IT Service


60.Which of the following is the BEST description of Service Management?

A set of specialized organizational capabilities for providing value to customers in the
form of services

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