16.) ITIL works only with in the following situations.
Large, multi-national organizations
Smaller business that have the flexibility to adopt quickly
New businesses building IT from the ground up
Like any good methodology ITIL is totally scalable. The practices and principles of the framework apply equally to any of the other answers
17.) When you are going to introduce ITIL into your organization, you should just rush into it without any planning or thought
Planning is only required for major implementations
This is a correct statement
This is an incorrect statement
The level of planning is not my concern
18.) There are two examination agencies that provide exams in IT Service Management - EXIN and ISEB.
True
False
19.) The _____ business function is the most critical thing that a particular process delivers
crucial
vital
main
critical
20.) Of the following which best suits the following phrase? The _____ is a strategic concept that stipulates the future direction of the company
outline
goals
plan
vision
21.) What is the name of the Global user community that brings people together to talk about IT Service Management?
ISACA
ISO
itSMF
Microsoft
22.) The owner of the ITIL framework is the Office of Government Commerce (OGC) in England
True
False
23.) Which of the following is not an ITIL process within the Service Delivery set?
Service Level Management
IT Service Continuity Management
Availability Management
Service Capacity Management
24.) When you put ITIL processes in place you need to change the way that the organization is arranged
True
False
25.) Would you agree that the following set of words is a fair description of the elements that define a process? Goal, Inputs, Activities, Outputs, Metrics
True
False
26.) On a file server, what is the name of the average amount of time between the recovery point of one incident until the next incident occurs?
MTBSI
MTBF
MTTR
Response Time
27.) Of the following which is most likely NOT to be an input for the Change Management process?
Forward Schedule of Changes
RFC
CMDB information
Incident Information
28.) Which of the following is NOT a sub-process of the Capacity Management process?
Business Capacity Management
Financial Capacity Management
Resource Capacity Management
Service Capacity Management
29.) What should be the first point of contact for end users when trying to get help from the IT support people?
Service Desk Process
Incident Management Function
Service Desk Function
Problem Management Process
