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
