ITIL - Exam D
Which of the following examples is a source of best practice?
a) A hardware supplier
b) A service management tool
c) ISO / IEC 20000
d) A consultancy organization
c) ISO / IEC 20000
Which is the CORRECT explanation of how a service facilitates an outcome?
a) By enhancing the performance of associated tasks and reducing the effect of
constraints
b) By comparing service value with service cost to ensure there is an equal ratio
c) By ensuring data is translated directly into wisdom allowing better business
decisions to be made
d) By allowing the achievement of contractual obligations and avoiding financial
penalties
a) By enhancing the performance of associated tasks and reducing the effect of
constraints
What ITIL term is used for customers of IT services who do NOT work in the same
organization as the service provider?
a) Strategic customers
b) External customers
c) Valued customers
d) Internal customers
b) External customers
What should be defined for every process?
a) The process owner, process policy and set of process activities
b) The service owner, service level agreement and set of process procedures
c) The policy owner, operational level agreement and set of process steps
d) The service manager, service contract and set of work instructions
a) The process owner, process policy and set of process activities
All of the stages of the ITIL lifecycle have a role to play in ensuring the delivery of
high quality IT services at optimum cost.
Which of these has the BEST opportunity to prevent difficulties as early as
possible and minimize the cost of any remedial work?
a) Service transition
b) Continual service improvement (CSI)
c) Service design
d) Service operation
c) Service design
Which is NOT part of the service transition stage of the service lifecycle?
a) Successfully deploying service releases into supported environments
b) Designing and developing capabilities for service management
c) Ensuring that service changes create the expected business value
d) Planning the resources required to manage a release
b) Designing and developing capabilities for service management
, Which is an objective of service operation?
a) To coordinate and carry out the activities and processes required to deliver
services to the business and manage them at agreed levels
b) To successfully release services into a live or supported environment
c) To identify opportunities to provide services and exploit them
d) To define the capability required to deliver the IT strategy
a) To coordinate and carry out the activities and processes required to deliver services
to the business and manage them at agreed levels
Which is the BEST description of a business case?
a) A decision support and planning tool that details the likely consequences of a
business action
b) A document that details the terms of a service for particular customers in the
same company
c) A complaint by the business about a missed service level
d) The terms and conditions in an IT outsource contract
a) A decision support and planning tool that details the likely consequences of a
business action
Which of these statements about service asset and configuration management is
CORRECT?
1. A configuration item (CI) can be a component part of one or more other CIs
2. How an organization groups components into configuration items will depend
on the level of control they wish to exert
3. A single configuration management database (CMDB) is the objective for an
organization
4. All CMDB audits should be conducted by external auditors using a CMDB
standard
a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4
a) 1 and 2
Which BEST defines availability?
a) How quickly a service or component can be restored after failure
b) The ability of a third party supplier to meet the terms of its contract
c) The ability of a service desk to restore service to configuration items (CIs) and
infrastructure components
d) The ability of a service, component or CI to perform its agreed function when
required
d) The ability of a service, component or CI to perform its agreed function when required
The definitive media library is the responsibility of:
a) Facilities management
b) Access management
c) Request fulfilment
d) Service asset and configuration management
d) Service asset and configuration management
Which of the following examples is a source of best practice?
a) A hardware supplier
b) A service management tool
c) ISO / IEC 20000
d) A consultancy organization
c) ISO / IEC 20000
Which is the CORRECT explanation of how a service facilitates an outcome?
a) By enhancing the performance of associated tasks and reducing the effect of
constraints
b) By comparing service value with service cost to ensure there is an equal ratio
c) By ensuring data is translated directly into wisdom allowing better business
decisions to be made
d) By allowing the achievement of contractual obligations and avoiding financial
penalties
a) By enhancing the performance of associated tasks and reducing the effect of
constraints
What ITIL term is used for customers of IT services who do NOT work in the same
organization as the service provider?
a) Strategic customers
b) External customers
c) Valued customers
d) Internal customers
b) External customers
What should be defined for every process?
a) The process owner, process policy and set of process activities
b) The service owner, service level agreement and set of process procedures
c) The policy owner, operational level agreement and set of process steps
d) The service manager, service contract and set of work instructions
a) The process owner, process policy and set of process activities
All of the stages of the ITIL lifecycle have a role to play in ensuring the delivery of
high quality IT services at optimum cost.
Which of these has the BEST opportunity to prevent difficulties as early as
possible and minimize the cost of any remedial work?
a) Service transition
b) Continual service improvement (CSI)
c) Service design
d) Service operation
c) Service design
Which is NOT part of the service transition stage of the service lifecycle?
a) Successfully deploying service releases into supported environments
b) Designing and developing capabilities for service management
c) Ensuring that service changes create the expected business value
d) Planning the resources required to manage a release
b) Designing and developing capabilities for service management
, Which is an objective of service operation?
a) To coordinate and carry out the activities and processes required to deliver
services to the business and manage them at agreed levels
b) To successfully release services into a live or supported environment
c) To identify opportunities to provide services and exploit them
d) To define the capability required to deliver the IT strategy
a) To coordinate and carry out the activities and processes required to deliver services
to the business and manage them at agreed levels
Which is the BEST description of a business case?
a) A decision support and planning tool that details the likely consequences of a
business action
b) A document that details the terms of a service for particular customers in the
same company
c) A complaint by the business about a missed service level
d) The terms and conditions in an IT outsource contract
a) A decision support and planning tool that details the likely consequences of a
business action
Which of these statements about service asset and configuration management is
CORRECT?
1. A configuration item (CI) can be a component part of one or more other CIs
2. How an organization groups components into configuration items will depend
on the level of control they wish to exert
3. A single configuration management database (CMDB) is the objective for an
organization
4. All CMDB audits should be conducted by external auditors using a CMDB
standard
a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4
a) 1 and 2
Which BEST defines availability?
a) How quickly a service or component can be restored after failure
b) The ability of a third party supplier to meet the terms of its contract
c) The ability of a service desk to restore service to configuration items (CIs) and
infrastructure components
d) The ability of a service, component or CI to perform its agreed function when
required
d) The ability of a service, component or CI to perform its agreed function when required
The definitive media library is the responsibility of:
a) Facilities management
b) Access management
c) Request fulfilment
d) Service asset and configuration management
d) Service asset and configuration management
