ITIL® Awareness Quiz

 



ITIL® Awareness Quiz contain set of 10 MCQ questions for ITIL® Awareness MCQ which will help you to clear beginner level quiz.



1) Which of the following is the BEST description of a service-based service level agreement (SLA)?
A.  The SLA covers one service, for all the customers of that service
B.  The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D  An SLA for a service with no customers
Ans – A
 
2) Which of the following is NOT a source of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Ans-B
 
3) What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. Internal service
D. External service
Ans- C
 
4) What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
Ans-A
 
5) What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Ans-C
 
6) Which of the following are objectives of service level management? – 1: Defining, documenting and agreeing the level of FT services to be provided – 2: Monitoring, measuring and reporting the actual level of services provided – 3: Monitoring and improving customer satisfaction – 4: Identifying possible future markets that the service provider could operate in
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
Ans-A
 
7) Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
Ans-B
 
8) Which of the following statements is CORRECT for every process? – 1. It delivers its primary results to a customer or stakeholder – 2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Ans-B
 
9) What is the result of carrying out an activity, following a process or delivering an IT service known as?
A. Outcome
B. Incident
C. Change
D. Problem
Ans – A
 
10) What is a RACI model used for?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Ans – A
 
11) Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Process Manager
D. Supplier Manager
Ans – D