IT in Service Management - Practice MCQ Questions

Multiple Choice Questions 6 Pages

APJ Abdul Kalam Technological University

Bachelor of Science in Information Technology

HDM

Contributed by

Himanshu David Mody

Sr No.
Question
Answer1
Answer2
Answer3
Answer4
1
The rigid ‘plan and deploy’ model is giving way to the dynamic
which model?
plain and collaborate engage and collaborate engage and deploy plain and deploy
2
Which among the following is a set of specialized organizational
capabilities for providing value to customers in the form of
services?
Service management Service Process management Process
3
Which among the following is a means of delivering value to
customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks?
Activity Function Service Process
4
Which of the following combination is fitness for purpose and
fitness for use?
Warranty , Utility Utility, Safety Performance warranty Utility, Warranty
5
What can span organizational and geographic boundaries, often in
complex variants creating unique designs and patterns of
execution?
service process Business processes agent process application process
6
Which among the following is a set of coordinated activities
combining and implementing resources and capabilities in order to
produce an outcome, which, directly or indirectly, creates value for
an external customer or stakeholder?
A Function A System A Process A service
7
Which among the following is a necessary condition for
developing organizational capabilities?
Specialization Generalization Encapsulation Coordination
8
Which among the following hides what is not the customer’s
concern and exposes as a service what is useful and usable to
them?
Coordination Specialization Generalization Encapsulation
9
With which among the following, it is easier to make changes
internal to the resource without adversely affecting utilization?
tight coupling loose coupling semi loose coupling semi tight coupling
10
Which among the following is a group of interacting, interrelated,
or interdependent components that form a unified whole, operating

together for a common purpose?
A Service A Function A process A system
11
Select the appropriate Control processes in which the value of the
outcome has no influence on the process input.
open loop intermediate loop closed loop embedded loop
12
Select the appropriate Control processes in which the value of the
outcome has influence on the process input.
open loop intermediate loop closed loop embedded loop
13
Which of the following are considered intangible assets of an
organization that cannot be purchased, but must be developed and
matured over time?
Resources Capabilities Services Processes
14
Which among the following is simply a bundle of assets meant to
create value for customers
in the form of goods and services?
service unit market space business unit service desk
15
Resources are considered to be what type of assets of an
organization?
intangible tangible strategic incorporeal
16
What does A in RACI model stand for? Aim Accountability Arbitrary Allowable
17
Which of the following perspectives of ITIL focuses on vision and
direction for the services?
Perspective Position Plan Pattern
TYBScIT Sem VI Subject :IT in Service Management
Sample Questions For Self Practice
Page 1
Sr No.
Question
Answer1
Answer2
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Answer4
TYBScIT Sem VI Subject :IT in Service Management
Sample Questions For Self Practice
18
Which of the following perspectives of ITIL represents consistent
decisions and actions over time?
Perspective Position Plan Pattern
19
Which among the following focusses on carrying out the activity in
the same way because the things are going well?
Crisis management Extrapolation management Managing by hope
Subjective
management
20
Which of the following is NOT a type of service provider? Internal external shared hybrid
21
What are the 4 P's of Service Design?
People, Products,
Processes and
Partners
Public, Processes, Products
and Partners
Private, Processes,
Partners, Products
People, Partners,
Public, Products
22
Which among the following defines the level of service expected
by a customer from a supplier?
Service level
Acceleration Service level Customer Service level Associate
Service level
Agreement
23
A structured along with which approach to design activities should
be adopted? holistic unrealistic intermittent historical
24
Which of the following is not a part of tendering process? RFI RFP RFQ RFB
25
Which of the following service management aligns service
provisions with business goals and objectives?
Business Service
Management
Business Security
Management Business Set Management Business tree chart
26
Which among the following service catalogue contains
information on supplies ,prices, point of contact, ordering and
request processes? ITIC ITIS ITIL ITIP
27
Which among the following is an structured approach to
identifying causes service interruptions?
Service Failure
Analysis Service cause Analysis Service Structure Analysis Set Failure Analysis
28
Which among the following provides a summary of testing and
assessment activities performed by any ITSM process? test plan test points test case test report
29
Which of the following is not an sub process of information
security management?
security validation
and testing design of security controls personal review
management of
security incidents
30
Which among the following is a legal binding agreement between
a service provider and the customer to supply or receive certain
services? denial Contract illegitimate adjournment
31
Which of the following pertaining to performance is required to
Identifying Service Requirements?
measurements and
metrics maintenance Skill Ability
32
An additional evaluation stage may be necessary if one of the
following services and solutions are involved. external supplier internal supplier existence internet
33
Development Manager works with which of the following three
things?
Technology, Man
power, System
Functionality, Resources
and Schedule
Resources, Technology,
Products
Technology,
Resources and
Schedule
34
Which among the following is a subset of the overall Service
Portfolio and contains details of all the business requirements that
have not yet become serviced released to the live environment? Service catalouge Service operation Service Pipeline Service strategy
35
In balanced design which of the following refers to people,
technology and money available? resources schedule functionality hiring
36
Fullform of SOA:
Software oriented
architecture
Service oriented
Architecture
Software oriented aspect
Service oriented
aspect
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TYBScIT Sem VI Subject :IT in Service Management
Sample Questions For Self Practice
37
Which of the following is not a service design process?
Service catalouge
management
Service level management Supplier management
Verification and
validation
management
38
Which of the following catalouge contains details of all the IT
service from customer's view of the service catalouge?
Business service
catalouge
technical service catalouge Access service catalouge
Software service
catalouge
39
OLA stands for:
OLAP level
agreement
Overall level agreement
Operational level
agreement
Objective level
agreement
40
Which of the following refers to confidentiality ,integrityand
authentication?
Serviceability Resilience Availability Security
41
Service Transition Process module ensures that all change in
service management processes are implemented in which manner? mismatch co-ordinated Improper compatible
42
Benefit of service transition process model is to increase What
rate of business changes and releases? non adaptable failure decline success
43
What leads to changes in hardware and software maintenance
contracts?
decommissioning of
components
commissioning of
components preserving of components
restoring of
components
44
In Service Transition Process module CI stands for: Control item Configuration indent Configuration item Complex item
45
All attributes of CI are tracked by Which among the following? CMTB CMDB CMRB CMMB
46
It is very much important to do which of the following to the
policies with regards to the overall framework for governance and
service management.? breakdown mismatch misalign align
47
SKMS in Service transition stands for:
Service Knowledge
Meet System
System Knowledge
Management System
Service Knowledge
Management System
Service Knowledge
Mode System
48
It is the duty of competent decision makers to provide which
among the following?
right people at right
time with quality
data.
right people at right time
with inefficient data.
right people at right time
with insufficient data.
right people at right
time with vile data.
49
Resources are utilized in what manner throughout service
transition to reduce costs? overlooked degenerated degraded optimized
50
KPI means which among the following?
key performance
indicator key problem indicator key plan information
key problem
information
51
The service transition process and activities depends on which
among the following?
effective service
transition
change management,
evaluation resources cost
52
All release standard should have unique identifier that can be used
by which of the following?
configuration
management and
documentation
standard major release minor release emergency releases
53
CSF in service transition stands for:
Critical System
Factor Critical Set Factor Critical Success Factor
Critical Sequence
Factor
54
Select the correct action to be taken beforehand so that mitigating
measures can be taken.
anticipating
difficulties decline the difficulties ignore the difficulties
unpredicted the
difficulties
55
The provision of services in all organization must be which of the
following with respect to the currently changing business
requirement? inline deteriorated degraded infix
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TYBScIT Sem VI Subject :IT in Service Management
Sample Questions For Self Practice
56
RFC stands for: Request for code Request for change Request for Control
Request for
configuration
57
Which of the following is not an approach to Release and
deployment management? Big bang pull virtual push
58
What does I in DIKW stand for? Information Integrity Influence Induction
59
Which of the following is NOT a sub process of validaton and
testing process?
Service acceptance
testing Unit testing integration testing Elimination testing
60
Assets are managed by which of the following service transition
process? SACM change management knowledge management
validation
management
61
The objective of which among the following is to make sure all
configuration items or services are monitored constantly?
Event Management Incident Management Request Fulfilment Access Management
62
Which among the following deals with granting rights to
authorized user to use the service?
Event Management Incident Management Request Fulfilment Access Management
63
Which among the following process of service operation deals
with finding root cause of the problem?
Event Management Problem Management Request Fulfilment Incident Management
64
Which among the following function of service operation
coordinates activities between end user & the IT service provider
team?
Service desk Application Management Technical Management
IT operation
Management
65
Which among the following process deals with handling requests
such as change password, create new user etc.?
Event Management Request Fulfilment Incident Management Access Management
66
What concentrates on restoring the service to users as quickly as
possible, in order to minimize business impact? Event Management Request Fulfilment Problem Management Incident Management
67
Which of the following is NOT a category of significance of
events? Informational Warning Exception Correlation
68
Which among the following is a method of documenting causes
and effects which can be useful in helping identify where
something may be going wrong, or be improved?
Chronological
Analysis Brainstorming Ishikawa Diagrams Pareto Analysis
69
CMS stands for?
Chance management
systems
Confidentiality
management system
Control management
system
Configuration
management system
70
Which among the following is a situation where the user will
probably use the same set of services, but will need access to
different levels of functionality or data? Job changes Promotions or demotions Transfers. Retirement.
71
Which among the following describes best practice for managing
services in supported environment?
Service Transition Service Strategy
Service
Operation CSI
72
Which among the following focuses on the way in which IT
components and systems are managed to deliver the services? Internal IT View External IT View Group Department
73
Which among the following have a hierarchical reporting structure
with managers who are usually responsible for the execution of the
activities? Groups Teams Functions Departments
74
The Operations meeting is usually chaired by the Which among the
following? Availability Manager IT Operations Manager
IT Service Continuity
Manager Capacity Manager
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TYBScIT Sem VI Subject :IT in Service Management
Sample Questions For Self Practice
75
The purpose of Which among the following is to communicate
effectively to a group of people about a common set of objectives
or activities? Meetings Notices Document-sharing utilities. Pagers
76
Which of the following is not a successful factor for successful
meeting?
Developing clear
communication
agenda Documentation
Ensure the objectives of the
meetig are achieved
Ensuring the rules are
understood
77
Which of the following status means that the service desk has
received the incident but has not assigned it to any service desk
agent? Assigned New On-hold Resolved
78
Which of the following status means that the incident has been
assigned to an agent and he/she is actively working to diagnose
and resolve the incident? Assigned In-progress On-hold Resolved
79
Which of the following status that the incident has been assigned
to an agent and he/she is actively working to diagnose and resolve
the incident? Assigned In-progress On-hold Resolved
80
Which of the following status that the incident requires some more
information or response form a third party? Assigned In-progress On-hold Resolved
81
What are the 4 phases of Deming Cycle ?
Plan, Assess, Check,
Report
Plan, Check, Revise,
Improve Plan, Do, Check, Act Plan, Do, Act, Assess
82
What are the Key benefits of the Continual Service Improvement
phase?
Increased growth,
Decrease in Return
On Investment,
Competitive
Advantage, Increased
Value On Investment
Increased growth, Increased
Return On Investment,
Competitive Advantage,
Increased Value On
Investment
Decrease growth, Increased
Return On Investment,
Competitive Advantage,
Increased Value On
Investment
Increased Return On
Investment,
Competitive
Advantage, Decrease
Value On Investment,
Decrease growth
83
What does SIP refers to?
Software
Implementation Plan Service Improvement Plan
Software Improvement
Plan Software In Pipeline
84
Where are all the improvement initiatives recorded? KMS CMS SKMS CSI register
85
Purchase, licenses, installation and configuration, maintenance
costs of hardware, software and other equipment comes under
which type of cost ? Labour Tooling Training Expertise
86
What type of analysis is a business assessment tool enabling an
organization to compare where it is currently and where it wants to
go in the future? Predictive Gap Descriptive Prescriptive
87
Which among the following is a process used in management, in
which organizations evaluate various aspects of their processes in
relation to best practice? Benchmarking Threshold Convention Criterion
88
Which among the following are a prime input to CSI enabling an
understanding of the Issues that are affecting the overall service
provision that capture the CI affected? Errors Events Problems Incidents
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TYBScIT Sem VI Subject :IT in Service Management
Sample Questions For Self Practice
89
Salaries of the organization’s staff who are involved in
implementing the measurement framework comes under which
type of cost? Labour Tooling Training Expertise
90
Which among the following are status messages that are generated
from systems, network and application management platforms? Errors Events Problems Incidents
91
Which of the following is a business evaluation tool that allows an
organization to compare its current location and future destination? Benchmarking Gap analysis Assessment Criterion
92
SWOT Analysis means strength, weakness, opportunities and Test Threats Timelines tardiness
93
The objective of which of the following management is to
permanently identify and remove errors that impact infrastructure
services? Assess Supply Problem Acess
94
Which of the following management tools allow for the collection
of availability, capacity and performance data from a multitude of
domains and platforms within the IT infrastructure environment? Service Performance Strategy Incident
95
Which of the following cost includes travel- and accommodation-
related expenses for team members who need to travel to the site? Labour Visit Training Expertise
96
Which of the following are NOT the reasons to monitor and
measure? To validate To direct To justify To deliver
97
PRINCE stands for
Projects in controlled
environment
Projects in combined
environment
products in controlled
environment
products in combined
environment
98
CMMI stands for:
Capability maturity
model integration
Combined maturity model
integration
Combined maturity method
integration
consolidated maturity
model integration
99
Which of the following attributes help achieve the goals
according to SWOT? Strengths Weakness Opportunities Threats
100
Which of the following attributesare the external conditions
harmful to achieveing the goal according to SWOT? Strengths Weakness Opportunities Threats
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