Service Design MCQ PDF

What does ITIL stand for? 2. Which of the following is NOT a core service management process in ITIL? 3. What is the primary goal of IT Service Management (ITSM)? 4. Which phase of the service lifecycle involves transitioning new or changed services into operation? 5. What does the a...

What does ITIL stand for? 2. Which of the following is NOT a core service management process in ITIL? 3. What is the primary goal of IT Service Management (ITSM)? 4. Which phase of the service lifecycle involves transitioning new or changed services into operation? 5. What does the acronym RACI stand for in process management? A. Responsible, Accountable, Consulted, Informed B. Responsible, Active, Consulted, Informed C. Reactive, Accountable, Consulted, Informed D. Responsible, Accountable, Coordinated, Informed\ Correct Answer: A 6. What is the primary purpose of ITIL? 7. Which of the following is a component of ITIL\'s service lifecycle? 8. What does the term \"Service Level Agreement (SLA)\" refer to in ITIL? 9. Which of the following processes is involved in ITIL Service Transition? 10. What is meant by \"Service Continuity Management\" in ITIL? 11. In the context of ITIL, what does \"Capacity Management\" focus on? 12. Which role is responsible for ensuring that a process is fit for purpose in ITIL? 13. What does the acronym PDCA stand for in ITIL\'s continuous improvement model? a. A\) Plan, Do, Check, Act b. B\) Prepare, Develop, Control, Assess c. C\) Plan, Develop, Communicate, Adapt d. D\) Prepare, Do, Check, Act\ Correct Answer: A 14. Which of the following best describes an \"IT Service\"? e. A\) A physical product provided to customers f. B\) A combination of technology, people, and processes delivering value to customers g. C\) A financial transaction between departments h. D\) An internal tool used by IT staff\ Correct Answer: B 15. What is a key benefit of having a common language as described in ITIL? i. A\) Reducing training costs for staff j. B\) Facilitating communication between IT and business partners k. C\) Increasing the complexity of processes l. D\) Limiting interaction with external vendors\ Correct Answer: B 16. What is the primary purpose of Service Catalogue Management in ITIL? m. A\) To manage service costs n. B\) To provide a single source of information on all live services o. C\) To ensure compliance with regulations p. D\) To monitor service performance\ Correct Answer: B 17. Which of the following best describes a service catalogue? q. A\) A list of all IT assets r. B\) A detailed description of all services offered by an organization s. C\) A document outlining service level agreements t. D\) A record of incidents and problems\ Correct Answer: B 3. What is the main objective of Service Level Management (SLM)? - A\) To ensure that services are delivered at the lowest cost - B\) To negotiate service level agreements with customers - C\) To manage the technical aspects of IT services - D\) To monitor and report on service performance\ Correct Answer: B 4. Which document outlines the agreed-upon service levels between a service provider and a customer? - A\) Service Portfolio - B\) Service Level Agreement (SLA) - C\) Operational Level Agreement (OLA) - D\) Underpinning Contract\ Correct Answer: B 5. What is the primary focus of Capacity Management in ITIL? - A\) Ensuring services are available 24/7 - B\) Managing the capacity of IT resources to meet business demands - C\) Reducing operational costs - D\) Improving user satisfaction\ Correct Answer: B 6. Which of the following is NOT a component of Capacity Management? - A\) Business Capacity Management - B\) Service Capacity Management - C\) Resource Capacity Management - D\) Incident Capacity Management\ Correct Answer: D 7. What does Availability Management aim to achieve? - A\) Maximum uptime for services and systems - B\) Minimization of operational costs - C\) Compliance with security regulations - D\) Efficient resource allocation\ Correct Answer: A 8. Which metric is commonly used to measure availability? - A\) Mean Time to Repair (MTTR) - B\) Mean Time Between Failures (MTBF) - C\) Service Level Agreement (SLA) - D\) Return on Investment (ROI)\ Correct Answer: B 9. What is the primary goal of IT Service Continuity Management? - A\) To ensure that IT services can be restored after a disaster - B\) To improve overall service quality - C\) To manage service costs effectively - D\) To monitor user satisfaction levels\ Correct Answer: A 10. Which document outlines how an organization will respond to a disaster affecting IT services? - A\) Business Impact Analysis (BIA) - B\) Disaster Recovery Plan (DRP) - C\) Service Level Agreement (SLA) - D\) Configuration Management Database (CMDB)\ Correct Answer: B 11. What does Information Security Management focus on in ITIL? - A\) Protecting information assets against threats and vulnerabilities - B\) Ensuring compliance with financial regulations - C\) Managing user access rights to systems - D\) Monitoring network performance\ Correct Answer: A 12. Which of the following is NOT a principle of Information Security Management? - A\) Confidentiality - B\) Integrity - C\) Availability - D\) Profitability\ Correct Answer: D 13. What is the main purpose of Supplier Management in ITIL? - A\) To manage relationships with vendors and suppliers effectively - B\) To negotiate contracts with customers - C\) To monitor internal service delivery performance - D\) To ensure compliance with industry standards\ Correct Answer: A 14. Which document is essential for managing supplier performance? - A\) Supplier Performance Report - B\) Service Level Agreement (SLA) - C\) Underpinning Contract (UC) - D\) Operational Level Agreement (OLA)\ Correct Answer: C 15. What is the primary purpose of Service Catalogue Management in ITIL? - A\) To manage service costs - B\) To provide a single source of information on all live services - C\) To ensure compliance with regulations - D\) To monitor service performance\ Correct Answer: B 16. Which of the following best describes a service catalogue? - A\) A list of all IT assets - B\) A detailed description of all services offered by an organization - C\) A document outlining service level agreements - D\) A record of incidents and problems\ Correct Answer: B 17. What is the main objective of Service Level Management (SLM)? - A\) To ensure that services are delivered at the lowest cost - B\) To negotiate service level agreements with customers - C\) To manage the technical aspects of IT services - D\) To monitor and report on service performance\ Correct Answer: B 3. Which document outlines the agreed-upon service levels between a service provider and a customer? - A\) Service Portfolio - B\) Service Level Agreement (SLA) - C\) Operational Level Agreement (OLA) - D\) Underpinning Contract\ Correct Answer: B 5. What is the primary focus of Capacity Management in ITIL? - A\) Ensuring services are available 24/7 - B\) Managing the capacity of IT resources to meet business demands - C\) Reducing operational costs - D\) Improving user satisfaction\ Correct Answer: B 6. 7. Which of the following is NOT a component of Capacity Management? - A\) Business Capacity Management - B\) Service Capacity Management - C\) Resource Capacity Management - D\) Incident Capacity Management\ Correct Answer: D 7. What does Availability Management aim to achieve? - A\) Maximum uptime for services and systems - B\) Minimization of operational costs - C\) Compliance with security regulations - D\) Efficient resource allocation\ Correct Answer: A 8. Which metric is commonly used to measure availability? - A\) Mean Time to Repair (MTTR) - B\) Mean Time Between Failures (MTBF) - C\) Service Level Agreement (SLA) - D\) Return on Investment (ROI)\ Correct Answer: B 9. What is the primary goal of IT Service Continuity Management? - A\) To ensure that IT services can be restored after a disaster - B\) To improve overall service quality - C\) To manage service costs effectively - D\) To monitor user satisfaction levels\ Correct Answer: A 10. Which document outlines how an organization will respond to a disaster affecting IT services? - A\) Business Impact Analysis (BIA) - B\) Disaster Recovery Plan (DRP) - C\) Service Level Agreement (SLA) - D\) Configuration Management Database (CMDB)\ Correct Answer: B 11. What does Information Security Management focus on in ITIL? - A\) Protecting information assets against threats and vulnerabilities - B\) Ensuring compliance with financial regulations - C\) Managing user access rights to systems - D\) Monitoring network performance\ Correct Answer: A 12. Which of the following is NOT a principle of Information Security Management? - A\) Confidentiality - B\) Integrity - C\) Availability - D\) Profitability\ Correct Answer: D 13. What is the main purpose of Supplier Management in ITIL? - A\) To manage relationships with vendors and suppliers effectively - B\) To negotiate contracts with customers - C\) To monitor internal service delivery performance - D\) To ensure compliance with industry standards\ Correct Answer: A 14. Which document is essential for managing supplier performance? - A\) Supplier Performance Report - B\) Service Level Agreement (SLA) - C\) Underpinning Contract (UC) - D\) Operational Level Agreement (OLA)\ Correct Answer: C 15. What is a primary benefit of maintaining an up-to-date service catalogue? - A\) It reduces operational costs - B\) It provides a clear overview of available services - C\) It eliminates the need for SLAs - D\) It automates service delivery\ Correct Answer: B 16. Which type of service is included in the service catalogue? - A\) Only customer-facing services - B\) Only supporting services - C\) Both customer-facing and supporting services - D\) Only retired services\ Correct Answer: C 17. What does SLM primarily focus on? - A\) Managing technical infrastructure - B\) Negotiating service level agreements - C\) Monitoring user satisfaction - D\) Conducting training for staff\ Correct Answer: B 18. Which document defines specific metrics for measuring service performance? - A\) Service Portfolio - B\) SLA - C\) OLA - D\) DRP\ Correct Answer: B 19. What is the main goal of Capacity Management? - A\) To reduce costs associated with IT infrastructure - B\) To ensure sufficient capacity to meet business demands - C\) To monitor user satisfaction levels - D\) To manage supplier relationships\ Correct Answer: B 20. Which component of Capacity Management focuses on future business requirements? - A\) Resource Capacity Management - B\) Business Capacity Management - C\) Service Capacity Management - D\) Performance Capacity Management\ Correct Answer: B 21. What does Availability Management aim to minimize? - A\) Costs associated with IT operations - B\) Downtime of IT services - C\) Complexity of IT systems - D\) User complaints\ Correct Answer: B 22. Which metric is often used to measure availability? - A\) Mean Time Between Failures (MTBF) - B\) Mean Time to Repair (MTTR) - C\) Return on Investment (ROI) - D\) Service Level Agreement (SLA)\ Correct Answer: A 23. What is a key activity in ITSCM? - A\) Monitoring daily operations - B\) Conducting Business Impact Analysis (BIA) - C\) Managing supplier contracts - D\) Creating user documentation\ Correct Answer: B 24. Which plan outlines procedures for restoring IT services after a disaster? - A\) SLA - B\) DRP - C\) OLA - D\) RACI matrix\ Correct Answer: B 25. What is the primary focus of Information Security Management? - A\) Reducing operational costs - B\) Protecting information assets from threats - C\) Improving customer satisfaction - D\) Enhancing system performance\ Correct Answer: B 26. Which principle is NOT part of Information Security Management? - A\) Confidentiality - B\) Integrity - C\) Availability - D\) Profitability\ Correct Answer: D 27. What is a primary responsibility of Supplier Management? - A\) Managing internal team performance - B\) Evaluating supplier performance against SLAs - C\) Conducting user training sessions - D\) Developing new IT products\ Correct Answer: B 28. Which document formalizes expectations between an organization and its suppliers? - A\) SLA - B\) OLA - C\) Underpinning Contract - D\) DRP\ Correct Answer: C