BUSINESS OF IT - APPLICATIONS - D336 QUESTIONS AND
ANSWERS WITH COMPLETE SOLUTIONS 100% CORRECT |
NEW UPDATE 2025
Question 1
What is the term for a list of minimum requirements that a service or service component must meet
for it to be acceptable to key stakeholders?
A) Service Level Agreement (SLA)
B) Business Case
C) Acceptance Criteria
D) Baseline
E) Change Model
Correct Answer: C) Acceptance Criteria
Rationale: This is the definition of acceptance criteria. It is a predefined list of conditions that
must be met before a service or component is accepted as complete and fit for use by the
customer or stakeholders.
Question 2
Which term describes a collection of frameworks and techniques enabling teams to work with
collaboration, prioritization, iterative delivery, and timeboxing?
A) Waterfall Method
B) DevOps
C) Agile
D) ITIL
E) Lean
Correct Answer: C) Agile
Rationale: Agile is an umbrella term for methodologies (like Scrum and Kanban) that are
characterized by iterative development, collaboration with customers, and the ability to adapt
to change, all of which are mentioned in the definition.
Question 3
What is the purpose of the architecture management practice?
A) To plan and manage the full lifecycle of all IT assets.
B) To provide an understanding of all the different elements that make up an organization and how
they relate to one another.
C) To oversee the infrastructure and platforms used by an organization.
D) To formulate the goals of an organization and adopt courses of action.
E) To design products and services that are fit for purpose.
Correct Answer: B) To provide an an understanding of all the different elements that make up
an organization and how they relate to one another.
Rationale: Architecture management provides a holistic view of the organization,
,encompassing business, technology, information, and service architectures to support
strategic planning and ensure all components work together effectively.
Question 4
A database or list of assets that captures key attributes such as ownership and financial value is
known as a(n):
A) Configuration Management Database (CMDB)
B) Asset Register
C) Service Catalogue
D) Change Schedule
E) Known Error Database
Correct Answer: B) Asset Register
Rationale: An asset register is a key component of IT Asset Management. Its primary function
is to list all IT assets and track their key attributes, particularly financial information like
purchase price, depreciation, and ownership for accounting purposes.
Question 5
What is the definition of "availability" in the context of an IT service?
A) The ability of an IT service to be restored after a failure.
B) The ease with which an IT service can be repaired or modified.
C) The ability of an IT service to perform its agreed function when required.
D) The practice of ensuring that services achieve agreed performance levels.
E) The maximum acceptable period of time a service can be disrupted.
Correct Answer: C) The ability of an IT service to perform its agreed function when required.
Rationale: This is the core definition of availability. It is a measure of a service's uptime and
its ability to function as agreed upon during the times it is expected to be available.
Question 6
Which ITIL practice is responsible for ensuring that services deliver agreed levels of availability to
meet the needs of customers and users?
A) Service Continuity Management Practice
B) Capacity and Performance Management Practice
C) Availability Management Practice
D) Service Level Management Practice
E) Incident Management Practice
Correct Answer: C) Availability Management Practice
Rationale: The purpose of the availability management practice is to define, analyze, plan,
measure, and improve all aspects of the availability of IT services, ensuring they meet the
business's current and future needs.
,Question 7
What is a "baseline"?
A) A report or metric that serves as a starting point against which progress or change can be
assessed.
B) A necessary precondition for the achievement of intended results.
C) The minimum viable features of a new product.
D) The point to which information must be restored to enable an activity.
E) A justification for the expenditure of organizational resources.
Correct Answer: A) A report or metric that serves as a starting point against which progress or
change can be assessed.
Rationale: A baseline is a snapshot of performance at a specific point in time. It is used in
continual improvement and service level management to measure whether performance has
improved, degraded, or stayed the same over time.
Question 8
In ITIL, what is "best practice"?
A) A mandatory requirement that must be followed by all organizations.
B) A way of working that has been proven to be successful by multiple organizations.
C) A theoretical model that has not yet been implemented.
D) A repeatable approach for managing a specific type of change.
E) A set of organizational resources for performing work.
Correct Answer: B) A way of working that has been proven to be successful by multiple
organizations.
Rationale: ITIL itself is a body of best practice. The term refers to methods and techniques
that have been shown to be effective in real-world scenarios across a wide range of
organizations, rather than being just a theory or a rigid standard.
Question 9
What is a key activity in the service continuity management practice that identifies vital business
functions and their dependencies?
A) Business Case
B) Business Impact Analysis (BIA)
C) Risk Assessment
D) Post-Implementation Review (PIR)
E) Capacity Planning
Correct Answer: B) Business Impact Analysis (BIA)
Rationale: A BIA is a foundational activity for service continuity. It helps the organization to
understand its most critical business functions, the impact a disruption would have on them,
and what resources and dependencies they have, which informs the creation of recovery
plans.
, Question 10
Which role is responsible for maintaining good relationships with one or more customers, ensuring
their needs are understood and met?
A) Service Owner
B) Business Relationship Manager (BRM)
C) Supplier Manager
D) Project Manager
E) Change Authority
Correct Answer: B) Business Relationship Manager (BRM)
Rationale: The BRM role focuses on the strategic and tactical relationship between the service
provider and the customer. Their job is to understand the customer's business, identify their
needs, and ensure that the provider is delivering services that create value for them.
Question 11
What is the definition of a "change" in ITIL?
A) The addition, modification, or removal of anything that could have a direct or indirect effect on
services.
B) An unplanned interruption to a service.
C) A request from a user that initiates a service action.
D) A cause, or potential cause, of one or more incidents.
E) The movement of a service component into a live environment.
Correct Answer: A) The addition, modification, or removal of anything that could have a direct
or indirect effect on services.
Rationale: This is the broad, official definition of a change. It covers not just technology but
also processes, documentation, and anything else that could impact the delivery of services.
Question 12
What is the primary purpose of the change enablement practice?
A) To implement all changes as quickly as possible.
B) To minimize the number of changes made to services.
C) To ensure that risks are properly assessed, authorizing changes to proceed, and managing a
change schedule.
D) To restore normal service operation after an incident.
E) To move new hardware and software to live environments.
Correct Answer: C) To ensure that risks are properly assessed, authorizing changes to
proceed, and managing a change schedule.
Rationale: The goal of change enablement (formerly change management) is to maximize the
number of successful changes by balancing the need for speed with the need to protect the
live environment. This is done through proper risk assessment, authorization, and
scheduling.
ANSWERS WITH COMPLETE SOLUTIONS 100% CORRECT |
NEW UPDATE 2025
Question 1
What is the term for a list of minimum requirements that a service or service component must meet
for it to be acceptable to key stakeholders?
A) Service Level Agreement (SLA)
B) Business Case
C) Acceptance Criteria
D) Baseline
E) Change Model
Correct Answer: C) Acceptance Criteria
Rationale: This is the definition of acceptance criteria. It is a predefined list of conditions that
must be met before a service or component is accepted as complete and fit for use by the
customer or stakeholders.
Question 2
Which term describes a collection of frameworks and techniques enabling teams to work with
collaboration, prioritization, iterative delivery, and timeboxing?
A) Waterfall Method
B) DevOps
C) Agile
D) ITIL
E) Lean
Correct Answer: C) Agile
Rationale: Agile is an umbrella term for methodologies (like Scrum and Kanban) that are
characterized by iterative development, collaboration with customers, and the ability to adapt
to change, all of which are mentioned in the definition.
Question 3
What is the purpose of the architecture management practice?
A) To plan and manage the full lifecycle of all IT assets.
B) To provide an understanding of all the different elements that make up an organization and how
they relate to one another.
C) To oversee the infrastructure and platforms used by an organization.
D) To formulate the goals of an organization and adopt courses of action.
E) To design products and services that are fit for purpose.
Correct Answer: B) To provide an an understanding of all the different elements that make up
an organization and how they relate to one another.
Rationale: Architecture management provides a holistic view of the organization,
,encompassing business, technology, information, and service architectures to support
strategic planning and ensure all components work together effectively.
Question 4
A database or list of assets that captures key attributes such as ownership and financial value is
known as a(n):
A) Configuration Management Database (CMDB)
B) Asset Register
C) Service Catalogue
D) Change Schedule
E) Known Error Database
Correct Answer: B) Asset Register
Rationale: An asset register is a key component of IT Asset Management. Its primary function
is to list all IT assets and track their key attributes, particularly financial information like
purchase price, depreciation, and ownership for accounting purposes.
Question 5
What is the definition of "availability" in the context of an IT service?
A) The ability of an IT service to be restored after a failure.
B) The ease with which an IT service can be repaired or modified.
C) The ability of an IT service to perform its agreed function when required.
D) The practice of ensuring that services achieve agreed performance levels.
E) The maximum acceptable period of time a service can be disrupted.
Correct Answer: C) The ability of an IT service to perform its agreed function when required.
Rationale: This is the core definition of availability. It is a measure of a service's uptime and
its ability to function as agreed upon during the times it is expected to be available.
Question 6
Which ITIL practice is responsible for ensuring that services deliver agreed levels of availability to
meet the needs of customers and users?
A) Service Continuity Management Practice
B) Capacity and Performance Management Practice
C) Availability Management Practice
D) Service Level Management Practice
E) Incident Management Practice
Correct Answer: C) Availability Management Practice
Rationale: The purpose of the availability management practice is to define, analyze, plan,
measure, and improve all aspects of the availability of IT services, ensuring they meet the
business's current and future needs.
,Question 7
What is a "baseline"?
A) A report or metric that serves as a starting point against which progress or change can be
assessed.
B) A necessary precondition for the achievement of intended results.
C) The minimum viable features of a new product.
D) The point to which information must be restored to enable an activity.
E) A justification for the expenditure of organizational resources.
Correct Answer: A) A report or metric that serves as a starting point against which progress or
change can be assessed.
Rationale: A baseline is a snapshot of performance at a specific point in time. It is used in
continual improvement and service level management to measure whether performance has
improved, degraded, or stayed the same over time.
Question 8
In ITIL, what is "best practice"?
A) A mandatory requirement that must be followed by all organizations.
B) A way of working that has been proven to be successful by multiple organizations.
C) A theoretical model that has not yet been implemented.
D) A repeatable approach for managing a specific type of change.
E) A set of organizational resources for performing work.
Correct Answer: B) A way of working that has been proven to be successful by multiple
organizations.
Rationale: ITIL itself is a body of best practice. The term refers to methods and techniques
that have been shown to be effective in real-world scenarios across a wide range of
organizations, rather than being just a theory or a rigid standard.
Question 9
What is a key activity in the service continuity management practice that identifies vital business
functions and their dependencies?
A) Business Case
B) Business Impact Analysis (BIA)
C) Risk Assessment
D) Post-Implementation Review (PIR)
E) Capacity Planning
Correct Answer: B) Business Impact Analysis (BIA)
Rationale: A BIA is a foundational activity for service continuity. It helps the organization to
understand its most critical business functions, the impact a disruption would have on them,
and what resources and dependencies they have, which informs the creation of recovery
plans.
, Question 10
Which role is responsible for maintaining good relationships with one or more customers, ensuring
their needs are understood and met?
A) Service Owner
B) Business Relationship Manager (BRM)
C) Supplier Manager
D) Project Manager
E) Change Authority
Correct Answer: B) Business Relationship Manager (BRM)
Rationale: The BRM role focuses on the strategic and tactical relationship between the service
provider and the customer. Their job is to understand the customer's business, identify their
needs, and ensure that the provider is delivering services that create value for them.
Question 11
What is the definition of a "change" in ITIL?
A) The addition, modification, or removal of anything that could have a direct or indirect effect on
services.
B) An unplanned interruption to a service.
C) A request from a user that initiates a service action.
D) A cause, or potential cause, of one or more incidents.
E) The movement of a service component into a live environment.
Correct Answer: A) The addition, modification, or removal of anything that could have a direct
or indirect effect on services.
Rationale: This is the broad, official definition of a change. It covers not just technology but
also processes, documentation, and anything else that could impact the delivery of services.
Question 12
What is the primary purpose of the change enablement practice?
A) To implement all changes as quickly as possible.
B) To minimize the number of changes made to services.
C) To ensure that risks are properly assessed, authorizing changes to proceed, and managing a
change schedule.
D) To restore normal service operation after an incident.
E) To move new hardware and software to live environments.
Correct Answer: C) To ensure that risks are properly assessed, authorizing changes to
proceed, and managing a change schedule.
Rationale: The goal of change enablement (formerly change management) is to maximize the
number of successful changes by balancing the need for speed with the need to protect the
live environment. This is done through proper risk assessment, authorization, and
scheduling.
