TCS XPLORE ITIL Phase 5

ITIL Phase 5 Final Assessment

Q1. Which of the following is not a primary concern of Service Strategy?

Answer: Defining a Release plan

Q2. Which of the following is an objective of Problem Management?

Answer: All of the above

Q3. 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.

Answer: Roles people or groups

Q4. At what frequency is the inventory of assets taken ?

Answer: Once in Six months

Q5. Which is the following process is not part of Service Operation Lifecycle

Answer: Change Management

Q6. Which of the following is NOT an objective of service transition?

Answer: To provide training and certification in project management

Q7. What are the three elements of the Service Portfolio?

Answer: Service Pipeline Service Catalogue Retired Services

Q8. How Many phases are in the ITIL lifecycle

Answer: 5

Q9. What is ECAB?

Answer: Emergency Change Advisory Board

Q10. What is ITSCM?

Answer: IT Service Continuity Management

Q11. ITIL first Published by

Answer: Office of UK government

Q12. KPI stands for

Answer: Key Performance Indicator

Q13. Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Answer: Outsourced

Q14. BRM stands for

Answer: Business Relationship Management

Q15. Which of the following BEST describes a problem?

Answer: The cause of two or more incidents

Q16. The main objective of Change Management is to

Answer: Ensure that standardized methods and procedures are used for handling all changes

Q17. Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests 
2. Providing first-ine message diagnosis
3. Restoring service
4.Implementing all standard

Answer: 1, 2 and 3 only

Q18. Which is NOT an activity of Change Management Process?

Answer: Status Accounting

Q19. Demand Management is to Understand customer requirements for service and how these vary over the business cycle and Ensure the provision of approprite levels of service

Answer: TRUE

Q20. Sequence of activities combined to achieve a certain goal is called

Answer: Process