ITIL Service Design Quiz

 



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



1. Which ITIL® process analyses threats and dependencies to IT Services as part of the decision regarding “countermeasures” to be implemented?
a) Availability Management
b) IT Service Continuity Management
c) Problem Management
d) Service Asset & Configuration Management
 
2. What is the name of the activity within the Capacity Management process whose purpose is to predict the future capacity requirements of new and changed services?
a) Application Sizing
b) Demand Management
c) Modeling
d) Tuning
 
3. In which ITIL® process are negotiations held with the customer about the availability and capacity levels to be provided?
a) Availability Management
b) Capacity Management
c) Financial Management for IT Services
d) Service Level Management
 
4. Which of the following BEST describes a Virtual Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak one language
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could be in any physical location but uses telecommunications and systems to make it appear that they are in the same location
 
5. Which of the following activities is Service Level Management responsible for?
a) Informing users of available services
b) Identifying customer needs
c) Overseeing service release schedule
d) Keeping accurate records of all configuration items
 
6. Which process reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Management
b) Service Level Management
c) Service Portfolio Management
d) Contract Management
 
7. What is another term for Uptime?
a) Mean Time Between Failures (MTBF)
b) Mean Time to Restore Service (MTRS)
c) Mean Time Between System Incidents (MTBSI)
d) Relationship between MTBF and MTBSI
 
8. Which of the following is an activity of IT Service Continuity Management?
a) advising end users of a system failure
b) documenting the fallback arrangements
c) reporting regarding availability
d) guaranteeing that the Configuration Items are constantly kept up-to-date.
 
9. Information security must consider the following four perspectives:
I. Organizational
II. Physical
III. Technical, and
IV. …
a) Process
b) Security
c) Procedural
d) Firewalls
 
10. The 3 types of Service Level Agreements structures are:
a) Customer based, Service based, Corporate based
b) Corporate level, customer level, service level
c) Service based, customer based, user based
d) Customer based, service base, multi-level based