ITIL v3.pptx

ITIL V3 Foundation Workshop for
IT Service Management- Revisit Day 1

Quiz Day 1
Which of the following are the two primary elements that create
value for customers
A. Utility and Warranty
B. Understanding Service Requirements and Warranty
C. ROI and VOI
D. Customer and Customer Satisfaction
Correct Answer: A

Quiz Day 1
Which of the following is NOT a characteristic of a process
A. It is measurable
B. A method of structuring an organization
C. Responds to Specific Events
D. Delivers specific Results
Correct Answer: B

Quiz Day 1
A Process Owner is responsible for which of the following ?
1. Documenting the process
2. Defining process KPI
3. Improving the process
4. Ensuring process staff undertake the required training
A. 1, 3 and 4 only
B. All of the Above
C. 1, 2 and 3 only
D. 1, 2 and 4 Only
Correct Answer: B

Quiz Day 1
What are the publications that provide guidance specific to
industry sectors and organization types known as ?
A. The Service Strategy Book
B. The Service Support and Service Delivery Books
C. Raja Pocket Guides
D. The ITIL Complimentary Guidance
Correct Answer: D

Quiz Day 1
Which stage of service Lifecycle is MOST Concerned with
defining Goals and Objectives ?
A. Service Design
B. Service Transition
C. Service Strategy
D. Service Operations
Correct Answer: C

Quiz Day 1
maintaining “Status Quo” in the system ?
A. Service Design
C. Service Strategy
Correct Answer: D

Quiz Day 1
Which stage of service Lifecycle is MOST Concerned with Testing
A. Service Design
C. Service Strategy
Correct Answer: B

Quiz Day 1
Learning and Improvement as its Objectives ?
A. Service Design
C. Continual Service Improvement
Correct Answer: C

Quiz Day 1
defining How of the Service ?
A. Service Design
C. Service Strategy
Correct Answer: A

Quiz Day 1
Looking ways to improve process efficiency and cost
effectiveness is purpose of which stage of Service Lifecycle ?
A. Service Design
Correct Answer: C

Quiz Day 1
Which of the following is NOT a benefit of using PUBLIC
Framework and standards ?
A. They make collaboration between organizations better by giving a
common language
B. They are validated across organizations and in different
environments
C. They are always free and ensure they can be implemented
quickly
D. Knowledge of public frameworks is more likely to be widely
distributed.
Correct Answer: C

Quiz Day 1
Why are public frameworks and standards ( As ITIL ) better as
compared to propriety knowledge ?
A. Propriety Knowledge is deeply embedded in organization
therefore difficult to adopt and replicate
B. Public standards are cheap and cost effective
C. Propriety Knowledge is tested in wide range of environments
D. Public Frameworks are prescriptive and tell you what to do.
Correct Answer: D

Quiz Day 1
Which part of Service Lifecycle is concerned with ensuring Total
Cost of Ownership ( TCO ) is minimized in aspects of
service, tools, architecture, measurement and process which
are considered during development ?
A. Service Operations
B. Service Design
D. Service Strategy.
Correct Answer: B

Quiz Day 1
Which part of Service Lifecycle is concerned with looking into the
service with respect to Architectures, Technology, Service
Management Process and Metrics ?
B. Service Design
D. Service Strategy.
Correct Answer: B

Quiz Day 1
Service Assets in an organization refers to the following ?
B. Strategy and Design of Service
C. Resources and Capabilities
D. Only Resources
Correct Answer: C

Quiz Day 1
Which of the following is NOT one of the five aspects of Service
Design ?
A. The Design of Service Catalog
B. The Design of New and Changed Services
C. The Design of Technology and Management Systems
D. The Design of Market Spaces
Correct Answer: D

Quiz Day 1
What does a customer looking for in a Service that gives him
value ?
B. Customer Satisfaction
C. Utility of Service
D. Warranty of Service
Correct Answer: A

Quiz Day 1
Service Design Package should be produced for which of the
following ?
1. A New IT Service
2. A Change in IT Service
3. Emergency Change in IT Service
4. An IT Service Retirement
A. 1, 2 and 3 Only
B. All of the above
C. 2 and 3 Only
D. 2, 3 and 4 Only
Correct Answer: B

Quiz Day 1
Which of the following are important for the success of the
Service Management Process ?
1. Process Owner
2. Service Owner
A. 1 only
B. 2 only
C. Non of the Above
D. Both 1 and 2.
Correct Answer: D

Quiz Day 1
The Four P’s Considered during Service Design Phase of Service
Lifecycle ?
A. Public, People, Process, Partners
B. People, Process, Partners, Purchases
C. Public, Private, Partners, Processes
D. People, Process, Products , Partners
Correct Answer: D

Quiz Day 1
What is correct for all processes ?
1. It delivers specific results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. 1 only
B. 2 only
C. Non of the above
D. Both 1 and 2
Correct Answer: A

Quiz Day 1
Service Design includes which of the following ?
A. Only Capabilities needed and agreed
B. Only Resources and Capabilities needed
C. Only requirements needed and agreed
D. Requirements, Resources and Capabilities needed and agreed
Correct Answer: D

Quiz Day 1
Which of the following will be defined as part of every process ?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A. 1 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 2 and 4 only.
Correct Answer: C

Quiz Day 1
Customer Perception and Business Outcomes help define ?
A. Value of Service
B. KPI
C. Total Cost of Ownership ( TCO )
D. Customer Satisfaction
Correct Answer: A

Quiz Day 1
The BEST Processes to automate are those that are ?
A. Critical to Success of Business Operations
B. Carried out by lots of people
C. Simple and Well Understood
D. Carried out by Service Operations
Correct Answer: C

Quiz Day 1
What does service always deliver to the customer ?
A. Infrastructure
B. Resources
C. Applications
D. Value
Correct Answer:D

Quiz Day 1
Which part of ITIL Provides guidance in adapting good practice
for a specific business environments ?
A. The Service Strategy Book
B. The Service Support Book
C. The Service Delivery Book
D. The ITIL Complementary Guidance Book
Correct Answer: D

Quiz Day 1
Service Design looks into 4 P’s – People, Processes, Partners
and ?
A. Public
B. Private
C. Publish
D. Products
Correct Answer: D

Quiz Day 1
Which of the following is CORRECT ?
1. A process should be documented
2. A process should always have objectives
A. 1 only
B. 2 only
C. Neither 1 or 2
D. Both 1 and 2
Correct Answer: D

Quiz Day 1
What and Why to measure for improvement is part of which
Service Lifecycle Stage ?
A. Service Design
B. Continual Service Improvement
C. Service Operations
D. Service Strategy
Correct Answer: B

Quiz Day 1
The Most concerned with the design of new and changed
services
B. Service Strategy
C. Service Design
D. Continual Service Improvement
Correct Answer: C

Quiz Day 1
Implementing of ITIL Service Management requires preparing and
planning the effective and efficient use of
A. People, Processes, Products and Technology
B. People, Processes, Products and Suppliers
C. People, Products, Partners and Processes
D. People, Processes, Products and Vendors
Correct Answer: C

Quiz Day 1
The following Statement about service management “ A set of
specialized organizational capabilities for providing value to
customers in form of services “
A. Wrong Statement
B. Never Heard of it
C. Partially Agree Partially Disagree
D. Correct Statement
Correct Answer: D

Quiz Day 1
Defining the processes needed to operate a new service is a part
of :
A. Service Strategy : Develop the offering
B. Service Design : Design the process
C. Service Transition : Plan and Prepare for deployment
D. Service Operations : IT Operations Management
Correct Answer: B

Quiz Day 1
What is the Key output handed over to the Service Transition from
Service Design
A. Process Definition
B. Service Catalog
C. Service Design Package
D. Measurement Metrics
Correct Answer: C

Quiz Day 1
Processes can be defined as “Units of Organizations “
A. Wrong Statement
B. Depends on the organization
C. Some what correct
D. Functions are known as “units of organizations”
Correct Answer: A

Quiz Day 1
Who ensures that Request Fulfillment Process is performed as
documented ?
A. Process Owner
B. Service Owner
C. Service Desk
D. Incident Manager
Correct Answer: A

Quiz Day 1
Event Management, Access Management , Incident Management
, Problem Management and Request Fulfillment are part of
which Service Lifecycle.
A. Service Design
B. Service Operations
D. Service Strategy
Correct Answer: B

Quiz Day 1
Who owns the specific cost and risks associated with providing a
service
A. The Service Level Manager
B. The Customer
C. The Finance Department
D. The Service Provider
Correct Answer: D

Quiz Day 1
Which type of communication will you expect in Service
Operations
1. Performance Reporting
2. Communication between Data Centre Shifts
3. Routine Operational Communication
4. Communication related to changes
A. 1 and 2 only
B. 1, 2 and 3 only
C. 1 and 4 only
D. All of the above
Correct Answer: D

Quiz Day 1
Gathering Data, Monitoring Performance and Assessing metrics
in order to facilitate service improvements are activities
associated with which part of Service Lifecycle
A. Service Design
B. Capacity Management
C. Service Operations
D. Availability Management
Correct Answer: C

Quiz Day 1
What is the input Service Transition get from Service Design
A. Service Portfolio
B. Process Definition
C. Service Design Package
D. Service Level Agreement
Correct Answer: C

Quiz Day 1
Which of the following statements about communications with in
Service Operations is CORRECT
1. All communications must have an intended purpose or
resultant action
2. Communication should not take place without a clear
audience
A. 1 only
B. 2 only
C. Both 1 and 2
D. None of the above
Correct Answer: C

Quiz Day 1
True or False
While designing measurement systems, Methods and Metric the
following should be considered.
1. Services
2. Architecture
3. Processes
4. The Configuration Items
Correct Answer: True

Quiz Day 1
Which of the following will NOT trigger Service Level
Management Activity ?
A. Changes in Strategy or policy
B. Standard Changes
C. Service Review Meetings
D. Service Breaches
Correct Answer: B

Quiz Day 1
True or False
Is the statement about Knowledge Management :
“ To improve the quality of management decision making by
ensuring that reliable and secure information and data is
available throughout the lifecycle”

Quiz Day 2
True or False ?
Service Catalogue Management ensures that Information in
Service Pipeline is accurate
Correct Answer: False

Quiz Day 2
In the phrase “People, Process, Products and Partners”. Products
refers to :
A. Services, Technology and Tools
B. IT Infrastructure and Applications
C. Goods provided by third parties to support the IT Services
D. All Assets belonging to the Service Provider
Correct Answer: A

Quiz Day 2
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
A. 1 – Plan, 2 – Do, 3 - Check , 4 - Act
B. 3 – Plan, 2 – Do, 4 - Check , 1 - Act
C. 4 – Plan, 3 – Do, 1 - Check , 2 - Act
D. 2 – Plan, 3 – Do, 4 - Check, 1 - Act
Correct Answer: C

Quiz Day 2
Which process is responsible for managing relationship with
vendors
A. Change Management
B. Supplier Management
D. Demand Management
Correct Answer: B

Quiz Day 2
True or False
SLA is an agreement signed between the Service Provider and
their Customer

Quiz Day 2
The Main objective of Service level Management is
A. To carry out the Service Operation activities needed to support
current IT Services
B. To ensure Capacity Plans are in place
C. To Create and Populate a Service Catalogue
D. To ensure that an agreed level of IT Service is provided to all
current IT Services.
Correct Answer: D

Quiz Day 2
Which of the following is CORRECT
A. CMS is part of KEDB
B. SKMS is part of CMS
C. CMS is a part of CMDB
D. CMS is a part of SKMS
Correct Answer: D

Quiz Day 2
Which process is concerned with fairness and transparency
A. Capacity Management
B. Governance
C. Service Level Management
D. Service Strategy
Correct Answer: B

Quiz Day 2
True or False
Service Reporting intervals must be defined and agreed with the
customers

Quiz Day 2
CMDB and CMS are both elements of
A. The Asset Register
B. SKMS
C. KEDB
D. The Information Management System
Correct Answer: B

Quiz Day 2
Service Based - SLA is best described as :
A. An agreement with individual customer group covering all the
services that they use
B. Agreement that covers one service for one customer
C. Agreement that covers service specify issues in a multi level SLA
Structure
D. Agreement that covers one service for all users of that service
Correct Answer: D

Quiz Day 2
SLA can be of the following types
1. Service Based SLA
2. Customer Based SLA
3. Multi Level SLA
A. 1 only
B. 2 only
C. 1, 2 and 3
Correct Answer: C

Quiz Day 2
What type of improvement should be achieved using the Deming
Cycle
A. Rapid, One Time Improvement
B. ROI with 12 months
C. Quick Wins
D. Steady ongoing improvement
Correct Answer: D

Quiz Day 2
Change Management, Release and Deployment Management
and Service Asset and Configuration Management are part of
which Service Lifecycle
A. Service Strategy
B. Service Design
D. Service Transition
Correct Answer: D

Quiz Day 2
Which of the following process is concerned with fairness and
transparency
A. Governance
B. Demand Management
C. Service Level Management
D. Service Strategy
Correct Answer: A

Quiz Day 2
Which of the following does the Availability Management Process
Include
1. Ensure services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, with respect to availability
A. 1 Only
B. 2 Only
C. All of the above
D. 1 and 3 only
Correct Answer: C

Quiz Day 2
Service Design looks in the following
1. Improved quality of Service
2. Reduced total cost of ownership
3. Better Balance of technical skills to support live services
4. Improved Service alignment with Business Goals
A. 1 and 2 only
B. 1, 2 and 4 only
C. All of the Above
D. None of the Above
Correct Answer: B

Quiz Day 2
Supplier Management Process include :
1. Service Design : Ensure contracts will be able to meet
service requirements
2. Service Operations : To monitor and report supplier
achievements
3. Continual Service Improvement : Supplier continue to meet
and exceed the needs of the business
A. 1 and 2 only
B. 1 only
C. All of the above
D. 3 only
Correct Answer: C

Quiz Day 2
Which of the following are CORRECT
1. Service Catalogue : Contains information about all live
service and those prepared for deployment
2. Service Portfolio : Information only about products being
prepared for future development
A. 1 only
B. 2 only
C. Both 1 and 2
Correct Answer: A

Quiz Day 2
True or False
Underpinning contracts are reviewed on a regular bases by Supplier
Management and Demand Management
Correct Answer: False ( Supplier Management
and Service Level Management )

Quiz Day 2
Data used to support the capacity management process should
be stored in
A. CMDB ( Configuration Management Data Base )
B. DML ( Definitive Media Library )
C. CMS ( Configuration Management System )
D. CMIS ( Capacity Management Information System )
Correct Answer: D

Quiz Day 2
Which Process lists : “Understanding patterns of business
activity” as a major role
A. Demand Management
C. Availability Management
D. Supplier Management
Correct Answer: A

Quiz Day 2
Multi Levels of SLA have the following three layers
A. Corporate , Customer , User
B. Corporate, Customer , Service
C. Corporate, Customer, Supplier
D. Corporate, Customer, Finance
Correct Answer: B

Quiz Day 2
Business, Service and Component are 3 Sub processes of which
process
A. Demand Management
D. Information Security Management
Correct Answer: B

Quiz Day 2
Which of the following are main objectives of Service Level
Management
1. Defining, documenting and agreeing the levels of IT Service
to be provided.
2. Monitoring, measuring and reporting the actual level of
service provided
3. Monitor and improve customer satisfaction
4. Identify possible future markets that the Service Provider
could operate it
A. 1, 2 and 3 only
B. All of the Above
C. 1, 2 and 4 only
D. 4 only
Correct Answer: A

Quiz Day 2
True or False
SLA’s wordings must be clear and concise to allow no room for
ambiguity

Quiz Day 2
True or False
Service Pipeline has all the services that are at a conceptual stage

Quiz Day 2
Which of the following is CORRECT
1. ITSCM should be based on Business Continuity Plans
2. Business Continuity Plans depend on ITSCM
A. 1 only
B. 2 only
C. Both 1 and 2
Correct Answer: A

Quiz Day 2
True or False
OLA ( Operational Level Agreement ) is an agreement between the
service provider and other part of the same organization

Quiz Day 2
Reliability Means ;
A. The availability of service or component
B. How long a service or component can perform its function without
failing
C. It is a measure of RISK
D. Incident Management
Correct Answer: B

Quiz Day 2
True or False
SLA should contain only those service which can be effectively
measured, those items that cannot be measured should not be
mentioned in it at all.

Quiz Day 2
Which of the following Availability Management Activities are
proactive in nature
1. Risk Assessment
2. Testing of Resilient Mechanism
3. Monitoring of component availability
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Correct Answer: B

Quiz Day 2
Which Statement is CORRECT about Service Catalogue
Manager
1. Ensure information in Service Catalogue is accurate
2. Ensure information in Service Pipeline is accurate
A. 1 only
B. 2 only
C. Both 1 and 2
D. None of that above
Correct Answer: A

Quiz Day 2
Which of the following defines the level of protection in
Information Security Management
A. IT Executive Management
B. ISO 27001 Standard
C. The Business
D. The Service Level Manager
Correct Answer: A

Quiz Day 2
Who is responsible to carry out review and risk analysis of all
supplies and contracts on a regular basis
A. Availability Management
B. IT SCM Manager
C. Supplier Manager and Service Level Management
D. Service Catalogue Manager
Correct Answer: C

Quiz Day 2
Availability Management is responsible for the availability of
A. Service and Components
B. Service and Business Processes
C. Components and Business Processes
D. Service, Component and Business Processes
Correct Answer: A

Quiz Day 2
Ensuring Confidentiality, integrity and availability of services are
maintained to levels agreed on the SLA is responsibility of
which role
A. The Service Level Manager
B. Configuration Manager
C. Change Manager
D. Information Security Manager
Correct Answer: D

Quiz Day 2
Which of the following would you expect to find in a contract for
an underpinning service ?
1. Service Description and Scope
2. Responsibilities and Dependencies
3. Service Vision and Mission
4. Marketing Plans
A. 3 Only
B. 1 and 2 Only
C. 2 and 3 Only
D. All of the above
Correct Answer: B

Quiz Day 2
Contracts are used to define
A. The provision of IT Service or business services by a Service
Provider
B. The Provision of goods and or services by Suppliers
C. Service Levels agreed between 2 suppliers
D. Customer Satisfaction
Correct Answer: B

Quiz Day 2
Financial Management works closely with following Service
Providers
1. An Internal Service Provider embedded within a business
unit
2. An Internal Service Provider that provides shared IT Services
3. An External Service Provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Correct Answer: A

Quiz Day 2
True or False
One and Only One person is accountable for any activity ! ( RACI
Model )

Quiz Day 2
Which of the following are responsibilities of Supplier Manager
1. Negotiating and agreeing Contracts
2. Updating Supplier and Contract Database
3. Planning for possible closure, renewal / extension of contract
4. Managing relationship with internal suppliers
A. 1, 2 and 3 only
B. None of the Above
C. 2 , 3 and 4 only
D. 3 and 4 only
Correct Answer: A

Quiz Day 2
Which is the best description of a Business Case
A. A decision support and planning tool that projects the likely
consequences of a business action
B. Terms and conditions of contract
C. Complaints received by Service Level Manager
D. Needed to procure a security device
Correct Answer: A

Quiz Day 2
True or False
The three Service Provider Business Models are
1. Internal Service Provider
2. External Service Provider
3. Shared Service Provider

Quiz Day 2
Development, negotiations and agreements of contracts are
responsibility of
A. Service Level Management
D. Supplier Management
Correct Answer: D

Quiz Day 2
Consideration of business outcomes and value creation are
principles of which part of Service Lifecycle
A. Continual Service Improvement
B. Service Operations
C. Service Transition
D. Service Strategy
Correct Answer: D

Quiz Day 2
Which of the following is a PRIMARY Concern of IT Governance
A. Measuring and improving the efficiency and effectiveness of the
process
B. Ensuring agreed SLA’s are met
C. Reducing total cost of providing services
D. Ensuring that processes and procedures are correctly followed.
Correct Answer: D

Quiz Day 2
An ISMS :
A. IT Service Management System
B. IT Skills Management System
C. IT Security Management Service
D. Information Security Management System
Correct Answer: D

Quiz Day 2
In which document would you expect to see an overview of actual
service achievements against targets ?
A. Operational Level Agreement
B. Capacity Plan
C. Service Level Agreement
D. SLA Monitoring Chart
Correct Answer: D

Quiz Day 2
Which of the following processes contributes the MOST to
quantify the financial value of IT Services and Assets
A. Financial Management
B. Service Level Management
C. Demand Management
D. Risk Management
Correct Answer: A

Quiz Day 2
IT Governance is concerned with
A. Ensuring targets in SLA are met
B. Measuring and improving the efficiency and effectiveness of
IT Processes
C. Ensuring that IT Processes support the organisation
strategies and objectives
D. Reducing the total cost of providing services to the business.
Correct Answer: C

Quiz Day 2
Which of the following groups should have access to the change
Schedule
1. Service Desk
2. Business Management
3. All IT Staff
4. IT Management
A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. All of the Above
Correct Answer: D

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