Review Questions

You can find the answers in Appendix A.

1. Service operation includes which of the following activities?

A. Testing the service

B. Rolling out the service

C. Deciding whether to retire the service

D. Optimizing the service

2. Many processes from other lifecycle stages also take place during the operation stage. Which of the following processes does not fall into this category?

A. IT service continuity management

B. Availability management

C. Service level management

D. Design coordination

3. Which of the following is the correct list of functions described in ITIL?

A. Technical management function, facilities management function, service desk function

B. Infrastructure management function, desktop support function, application management function, service desk function

C. Technical management function, operations management function, application management function, service desk function

D. Infrastructure management function, service desk function, application development function

4. Which of these activities is facilities management not responsible for?

A. Maintaining air conditioning to the required level in the server rooms

B. Defining the infrastructure requirements to support the services

C. Ensuring the power supply at any disaster recovery sites meets the requirement

D. Testing the UPS and generators

5. Match the activities to the following functions.

1. Activity: Console management

2. Activity: Identifying functional and manageability requirements for application software

3. Activity: Providing a single point of contact

4. Activity: Designing and managing the infrastructure

A. 1d, 2a, 3c, 4b

B. 1d, 2c, 3a, 4b

C. 1a, 2b, 3c, 4d

D. 1b, 2c, 3d, 4a

6. The service desk is not responsible for which of the following?

A. Providing a first point of contact

B. Resolving straightforward incidents

C. Preventing incidents from recurring

D. Providing updates to users

7. The service desk carries out two processes. What are they?

1. Incident management

2. Design coordination

3. Request fulfillment

4. Change management

8. Which of the following should service desk staff members possess?

1. Specialist technical knowledge

2. Customer service skills

3. Technical ability

4. Business knowledge

9. Operations management is split into two aspects. What are they called?

A. Facilities management, operations development

B. Facilities ownership, operations control

C. Console management, facilities management

D. Facilities management, operations control

10. Which of the following is not a service desk structure described in ITIL?

A. Virtual

B. Matrix

C. Follow the sun

D. Local