ITIL

Having worked at one of the largest ITIL compliant ITSM companies in the world for eight years I’ve worked with hundreds of customers implementing world class ITIL processes and systems. The questions offered below are intended to help you prepare for your ITIL Foundation certification exam. I would also recommend SimpliLearn, the leading technology training organization, for your ITIL training preparation.

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What are the two functions in IT Operations Management?

1. IT Operations and Facilities Management
2. Technical Management and Application Management

3. Service Desk and Facilities Management
4. Technical Management and Facilities Management

Answer

× A. IT Operations Management is responsible for console management, job scheduling, backup & restore procedures, printout and output management as well as the maintenance work for various technologies. IT Facilities Management which involves the data centers, recovery sites and includes managing HVAC (Heating, Ventilation and Air-Conditioning), power, facilities access, etc.

A server has gone down in a server group but the IT service it supports has not been affected. What is the best way to manage this?

1. Create an incident
2. Create a Change Request

3. Submit a work order to assign a resource to repair the server
4. Submit a work order to assign a resource to repair the server

Answer

× A. Although service has not been affected ITIL still classifies this as an incident ” Failure of a configuration item that has not yet affected service is also an incident “. The other answers (Create a Change Request, Submit a Word Order or create a Task) would occur after the Incident is created.

Configuration Item (CI) can be defined as?

1. All hardware, software and infrastructure elements, required to deliver a service
2. The attributes of all components listed within the CMS

3. Any service component, infrastructure element, or other item that needs to be managed in order to ensure the successful delivery of services
4. An entry within the CMDB

Answer

× C. Configuration items are anything that is required to manage a service successfully. It includes the hardware, software and infrastructure identified in answer A but also includes people, documentation and locations as well. CIs are maintained in the CMDB and each CI will have its own attributes.

What is the definition of a Standard Change: ?

1. A change that is performed frequently (like replacing a printer cartridge) and does not require a change request
2. Any low risk, well documented and frequently performed change that is automatically approved and does not require a Change Advisory Board review

3. A regular part of IT Operations that should be submitted through a Request For Change and reviewed during the Change Advisory Board meeting
4. A change that is low risk and can be performed outside of regular maintenance windows

Answer

× B. Standard changes do not need to be reviewed by the CAB as they are low risk, performed frequently and well documented. Normal changes will need to be reviewed by the CAB. All changes must be documented regardless of their type.

What are the four phases of Release Management?

1. Plan, Build, Deploy, Close
2. Plan, Build, Test, Deploy

3. Build, Test, Deploy, Close
4. Plan, Do, Check, Act

Answer

× A. Releases must be planned, built, deployed and closed. Deployments can be in phases, deployed as a ‘big bang’ or using a push/pull deployment approach.