ITIL Quiz Quiz Please, enter your name and e-mail address before you take ITIL QUIZ . The results of this quiz are sent to your e-mail address. Each question in the quiz carries one point, Wish you all the best !!! Name Email 1. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity? Service Level Manager Capacity Manager Change Manager Financial Manager2. Intermediate Recovery is initially concerned with which of the following time periods? 4 to 24 hours More than 72 hours 24 to 72 hours 4 to 8 hours3. Consider the following activities: 1 The analysis of raw data 2 The identification of trends 3 The definition of Service Management processes 4 The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool? 1, 2 & 4 2 & 3 All of them None of them4. A customer-based Service Level Agreement structure includes: An SLA covering all Customer groups and all the services they use SLAs for each service that are Customer-focused and written in business language An SLA for each service type, covering all those Customer groups that use that Service An SLA with each individual Customer group, covering all of the services they use5. Which one of the following is NOT a major CI type? Documentation Software Purchase order Accommodation6. The activity that aims to identify the potential damage or loss to an organization resulting from disruption to critical business processes is: Root Cause Analysis Business Impact Analysis Service Outage Analysis Component Failure Impact Analysis7. The following activities are involved in implementing a Service Management function: 1 Tool selection 2 Tool specification 3 Process design 4 Functional requirements analysis In which order should the above activities be taken? 4 2 1 3 4 3 2 1 2 1 4 3 2 1 3 48. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach? The going rate that is agreed with Customers Market rate Cost-plus Profitable9. What is SOA within Availability Management? System Optimisation Approach Systematic Operational Adjustment Serviceability of Applications Service Outage Analysis10. Serviceability is an element of Availability Management. How is it best defined? The prevention of failure, and the ability to keep services and components operable The ability to restore services or components back to normal operation The percentage of the agreed service hours for which the service is available The support which external suppliers can be contracted to provide for parts of the IT infrastructure You Might Also Like Geography NCERT Class 8 Quiz Part 1 December 30, 2017 Linux Quiz Part 1 December 26, 2017 Linux Quiz part 2 December 27, 2017 Geography NCERT Class 7 Quiz Part 2 December 27, 2017 Leave a Reply Cancel replyYou must be logged in to post a comment.