ITIL-QUIZ 5 14 123456789101112131415 Created by aboozarkordi ITIL-QUIZ 5 1 / 15 1. The concept of “service level requirements” is most crucial in: A) Service Level Management B) Capacity and Performance Management C) Incident Management D) Service Catalog Management Service level requirements, defining the needs and expectations of the business, are most crucial in Service Level Management for establishing appropriate agreements. 2 / 15 2. The “vital business functions” concept is most closely associated with: A) Service Design B) Availability Management C) Service Catalog Management D) Service Request Management Vital business functions, which are critical to business operations, are most closely associated with Availability Management to ensure these functions are consistently accessible. 3 / 15 3. The primary purpose of Service Level Management is to: A) Design new services B) Ensure services meet agreed quality levels C) Maximize profit from services D) Minimize the number of incidents Service Level Management aims to set clear quality expectations and ensure services meet the agreed-upon levels of performance and quality. 4 / 15 4. In Availability Management, what does the term “MTBF” stand for? A) Minimum Time Between Functions B) Mean Time Between Failures C) Maximum Time Before Fixing D) Measured Total Business Functionality MTBF (Mean Time Between Failures) is a key metric in Availability Management, measuring the average time between system failures. 5 / 15 5. In Availability Management, what does the term “resilience” primarily refer to? A) The overall uptime of a service B) The frequency of system backups C) The speed of incident resolution D) A system’s ability to maintain service levels despite challenges Resilience in Availability Management refers to a system’s ability to maintain acceptable service levels in the face of faults and challenges. 6 / 15 6. Capacity and Performance Management primarily focuses on: A) Increasing storage capacity of all systems B) Reducing the overall IT infrastructure C) Ensuring services can meet performance requirements cost-effectively D) Maximizing system performance at all times This practice ensures that services have sufficient capacity to meet agreed performance levels, balancing cost and resources with demand. 7 / 15 7. A key responsibility of the Service Desk that sets it apart from other practices is: A) Developing new services B) Conducting root cause analysis C) Managing supplier relationships D) Serving as the primary point of contact for users The Service Desk serves as the primary point of contact for users, distinguishing it from other IT service management practices. 8 / 15 8. Service Request Management differs from Incident Management in that it deals with: A) Security breaches B) Emergency changes to IT systems C) User requests for standard changes or information D) Major system outages Service Request Management handles user requests for standard changes or information, not service disruptions or failures. 9 / 15 9. In Service Design, what does the term “warranty” refer to? A) How the service is delivered and its fitness for use B) The functionality of a service C) The cost of maintaining a service D) The legal guarantee of a service In Service Design, warranty refers to how the service is delivered and its fitness for use, including aspects like availability and security. 10 / 15 10. The main purpose of a Service Catalog is to: A) List all technical specifications of IT systems B) Track service level agreement violations C) Provide a single source of information on available IT services D) Document internal IT processes A Service Catalog provides a central source of information on IT services available to customers and users. 11 / 15 11. The concept of “service hours” is most relevant to which ITIL practice? A) Service Level Management B) Service Catalog Management C) Availability Management D) Capacity and Performance Management Service hours, defining when a service should be available, is most relevant to Availability Management. 12 / 15 12. Which of the following is NOT typically a function of a Service Desk? A) Logging and categorizing incidents B) Managing service requests C) Providing first-line support D) Developing new IT services While Service Desks handle various tasks, developing new services is typically not one of their primary functions. 13 / 15 13. The “service blueprint” is a tool most commonly used in: A) Availability Management B) Service Design C) Incident Management D) Service Catalog Management A service blueprint, which visually represents the components and interactions involved in service delivery, is most commonly used in Service Design. 14 / 15 14. The primary purpose of categorizing services in a Service Catalog is to: A) Help users easily find and understand available services B) Determine the cost of each service C) Prioritize service development efforts D) Assign services to specific IT teams Categorizing services in a Service Catalog helps users and customers easily find and understand the services available to them. 15 / 15 15. In Service Design, what does the term “utility” refer to? A) The functionality offered by a service B) The availability of a service C) The cost-effectiveness of a service D) The reliability of a service Utility in Service Design refers to the functionality of a service to meet customer needs – what the service does. Your score is LinkedIn Facebook Twitter VKontakte Restart quiz
