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ITIL MCQs and Answers with Explanation | ITIL

Quiz

2023-05-06

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ITIL MCQs and Answers with Explanation – The Information

Technology Infrastructure Library (ITIL) is a framework that provides
best practices for IT service management. It outlines a set of
guidelines and procedures for managing IT services, from planning
and design to delivery and support. ITIL is widely used by
organizations around the world to ensure that their IT services are
aligned with the needs of their business and customers, and to
improve the quality and efficiency of their IT operations. ITIL Multiple
Choice Questions cover a range of topics, such as service strategy,
service design, and continual service improvement.

ITIL Multiple Choice Questions

To test your knowledge and understanding of ITIL, you can take an
ITIL MCQ quiz. These quizzes consist of ITIL MCQ questions, which
require you to select the correct answer from a set of multiple
choices. By taking an ITIL Quiz, you can assess your understanding of
the framework and identify areas where you may need to improve
your knowledge. Additionally, many ITIL MCQ quizzes also provide
answers and explanations, allowing you to learn from any mistakes
you make.

Table of Contents

ITIL MCQs and Answers

Name ITIL

Exam Type MCQ (Multiple Choice Questions)

Category Technical Quiz

Mode of Quiz Online

Top 27 ITIL Multiple Choice Questions | ITIL

Quiz

1. Which ITIL process is responsible for managing requests from

users?

A. Incident Management
B. Problem Management
C. Change Management
D. Request Fulfilment

Answer: D. Request Fulfilment

Explanation: Request Fulfilment is the ITIL process responsible for

managing requests from users. This process aims to provide a
channel for users to request and receive standard services or access
to other IT services.
2. Which ITIL process is responsible for restoring normal service
operation as quickly as possible?

A. Problem Management
B. Change Management
C. Incident Management
D. Service Level Management

Answer: C. Incident Management

Explanation: Incident Management is the ITIL process responsible for

restoring normal service operation as quickly as possible. It is
concerned with the management of all incidents, including those
related to hardware, software, and networks.

3. Which ITIL process is responsible for managing the availability of IT

services?

A. Capacity Management
B. Availability Management
C. Incident Management
D. Problem Management

Answer: B. Availability Management

Explanation: Availability Management is the ITIL process responsible

for managing the availability of IT services. It ensures that IT services
are available to users at the agreed-upon levels and that the service
level targets are met.

4. Which ITIL process is responsible for managing the capacity of IT

services?

A. Incident Management
B. Problem Management
C. Capacity Management
D. Change Management

Answer: C. Capacity Management

Explanation: Capacity Management is the ITIL process responsible for
managing the capacity of IT services. It ensures that IT resources are
available to meet current and future business requirements.

5. Which ITIL process is responsible for managing the risks

associated with changes?

A. Change Management
B. Problem Management
C. Incident Management
D. Service Level Management

Answer: A. Change Management

Explanation: Change Management is the ITIL process responsible for

managing the risks associated with changes. It aims to minimize the
impact of changes on IT services while ensuring that changes are
made in a controlled and consistent manner.

6. Which ITIL process is responsible for managing the lifecycle of IT

services?

A. Service Strategy
B. Service Design
C. Service Transition
D. Service Operation

Answer: C. Service Transition

Explanation: Service Transition is the ITIL process responsible for

managing the lifecycle of IT services. It ensures that new and
changed IT services are delivered into production in a controlled and
coordinated manner.

7. Which ITIL process is responsible for ensuring that IT services are

aligned with business needs?

A. Service Level Management

B. Service Strategy
C. Service Design
D. Service Operation
Answer: B. Service Strategy

Explanation: Service Strategy is the ITIL process responsible for

ensuring that IT services are aligned with business needs. It defines
the strategies that IT services should follow to meet business
objectives.

8. Which ITIL process is responsible for managing the relationships

between the IT service provider and its customers?

A. Service Level Management

B. Service Catalog Management
C. Demand Management
D. Supplier Management

Answer: A. Service Level Management

Explanation: Service Level Management is the ITIL process

responsible for managing the relationships between the IT service
provider and its customers. It ensures that IT services are delivered to
meet the agreed-upon service level targets.

9. Which ITIL process is responsible for managing the configuration

of IT services?

A. Change Management
B. Incident Management
C. Configuration Management
D. Problem Management

Answer: C. Configuration Management

Explanation: Configuration Management is the ITIL process

responsible for managing the configuration of IT services. It ensures
that accurate and reliable information about the configuration of IT
services is available to support other ITIL processes.

10. Which ITIL process is responsible for managing the relationships

between the IT service provider and its suppliers?
A. Service Level Management
B. Service Catalog Management
C. Demand Management
D. Supplier Management

Answer: D. Supplier Management

Explanation: Supplier Management is the ITIL process responsible for

managing the relationships between the IT service provider and its
suppliers. It ensures that suppliers are able to deliver goods and
services that meet the needs of the IT service provider.

11. What is the purpose of Service Design in the ITIL framework?

A. To ensure that IT services are delivered to meet business

objectives.
B. To ensure that IT services are aligned with business needs.
C. To design and develop IT services that meet business
requirements.
D. To ensure that IT services are delivered to meet service level
targets.

Answer: C. To design and develop IT services that meet business

requirements.

Explanation: The purpose of Service Design in the ITIL framework is to

design and develop IT services that meet business requirements. It
focuses on designing and developing IT services that are effective,
efficient, and cost-effective.

12. Which ITIL process is responsible for managing the risks

associated with IT services?

A. Service Level Management

B. Service Catalog Management
C. Risk Management
D. Change Management

Answer: C. Risk Management

Explanation: Risk Management is the ITIL process responsible for
managing the risks associated with IT services. It aims to identify,
assess, and manage risks to ensure that IT services are delivered in a
secure and reliable manner.

13. Which ITIL process is responsible for identifying the root cause of
incidents?

A. Problem Management
B. Incident Management
C. Change Management
D. Capacity Management

Answer: A. Problem Management

Explanation: Problem Management is the ITIL process responsible for

identifying the root cause of incidents. It aims to prevent incidents
from recurring by addressing the underlying problems that cause
them.

14. What is the purpose of the ITIL framework?

A. To ensure that IT services are delivered to meet business

objectives.
B. To ensure that IT services are aligned with business needs.
C. To improve the quality of IT services.
D. To ensure that IT services are delivered to meet service level
targets.

Answer: C. To improve the quality of IT services.

Explanation: The purpose of the ITIL framework is to improve the

quality of IT services. It provides a framework for managing IT
services that is based on best practices and standards.

15. Which ITIL process is responsible for managing the costs

associated with IT services?

A. Financial Management for IT Services

B. Capacity Management
C. Availability Management
D. Service Level Management

Answer: A. Financial Management for IT Services

Explanation: Financial Management for IT Services is the ITIL process

responsible for managing the costs associated with IT services. It
ensures that the costs of IT services are understood and controlled.

16. Which ITIL process is responsible for managing the lifecycle of

incidents?

A. Incident Management
B. Problem Management
C. Change Management
D. Service Level Management

Answer: A. Incident Management

Explanation: Incident Management is the ITIL process responsible for

managing the lifecycle of incidents. It aims to restore normal service
operation as quickly as possible.

17. What is the purpose of Service Operation in the ITIL framework?

A. To ensure that IT services are delivered to meet business

objectives.
B. To ensure that IT services are aligned with business needs.
C. To manage the day-to-day operation of IT services.
D. To ensure that IT services are delivered to meet service level
targets.

Answer: C. To manage the day-to-day operation of IT services.

Explanation: The purpose of Service Operation in the ITIL framework

is to manage the day-to–day operation of IT services. It focuses on
ensuring that IT services are delivered efficiently and effectively on a
day-to-day basis.

18. Which ITIL process is responsible for managing the lifecycle of

changes?
A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management

Answer: A. Change Management

Explanation: Change Management is the ITIL process responsible for

managing the lifecycle of changes. It aims to minimize the impact of
changes on the IT infrastructure while ensuring that the changes meet
business requirements.

19. Which ITIL process is responsible for ensuring that IT services are
available when needed?

A. Service Level Management

B. Service Catalog Management
C. Availability Management
D. Capacity Management

Answer: C. Availability Management

Explanation: Availability Management is the ITIL process responsible

for ensuring that IT services are available when needed. It focuses on
ensuring that the availability of IT services meets business
requirements.

20. What is the purpose of Continual Service Improvement in the ITIL

framework?

A. To ensure that IT services are delivered to meet business

objectives.
B. To ensure that IT services are aligned with business needs.
C. To continuously improve the quality of IT services.
D. To ensure that IT services are delivered to meet service level
targets.

Answer: C. To continuously improve the quality of IT services.

Explanation: The purpose of Continual Service Improvement in the

ITIL framework is to continuously improve the quality of IT services. It
focuses on identifying and implementing improvements to IT services
to meet changing business requirements.

21. Which ITIL process is responsible for ensuring that changes are
assessed and authorized before they are implemented?

A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management

Answer: A. Change Management

Explanation: Change Management is the ITIL process responsible for

ensuring that changes are assessed and authorized before they are
implemented. It aims to minimize the impact of changes on the IT
infrastructure while ensuring that the changes meet business
requirements.

22. Which ITIL process is responsible for managing the performance

of IT services?

A. Service Level Management

B. Service Catalog Management
C. Capacity Management
D. Availability Management

Answer: A. Service Level Management

Explanation: Service Level Management is the ITIL process

responsible for managing the performance of IT services. It ensures
that IT services are delivered to meet the agreed-upon service level
targets.

23. Which ITIL process is responsible for ensuring that IT services are
delivered to meet business objectives?

A. Service Level Management

B. Service Catalog Management
C. Demand Management
D. Capacity Management
Answer: A. Service Level Management

Explanation: Service Level Management is the ITIL process

responsible for ensuring that IT services are delivered to meet
business objectives. It ensures that IT services are delivered to meet
the agreed-upon service level targets.

24. Which ITIL process is responsible for managing the relationships

between the IT service provider and its suppliers?

A. Service Level Management

B. Supplier Management
C. Service Catalog Management
D. Capacity Management

Answer: B. Supplier Management

Explanation: Supplier Management is the ITIL process responsible for

managing the relationships between the IT service provider and its
suppliers. It aims to establish and maintain positive relationships with
suppliers to ensure that the IT service provider can deliver high-quality
IT services.

25. Which ITIL process is responsible for managing the knowledge

and information used in the delivery of IT services?

A. Knowledge Management
B. Service Catalog Management
C. Demand Management
D. Capacity Management

Answer: A. Knowledge Management

Explanation: Knowledge Management is the ITIL process responsible

for managing the knowledge and information used in the delivery of IT
services. It aims to ensure that the knowledge and information used
in the delivery of IT services is accurate, relevant, and up-to-date.

26. Which ITIL process is responsible for managing the relationships

between the IT service provider and its business customers?
A. Service Level Management
B. Business Relationship Management
C. Service Catalog Management
D. Availability Management

Answer: B. Business Relationship Management

Explanation: Business Relationship Management is the ITIL process

responsible for managing the relationships between the IT service
provider and its business customers. It aims to establish and
maintain a positive relationship with customers and to understand
their business needs and priorities.

27. Which ITIL process is responsible for managing the security of IT

services?

A. Service Level Management

B. Service Catalog Management
C. Demand Management
D. Information Security Management

Answer: D. Information Security Management

Explanation: Information Security Management is the ITIL process

responsible for managing the security of IT services. It aims to
protect the confidentiality, integrity, and availability of information
used in the delivery of IT services.

ITIL MCQs offer an effective way for IT professionals to evaluate their

knowledge and understanding of the ITIL framework. By taking an ITIL
MCQs and Answers quiz, you can identify areas where you need to
improve your knowledge and gain a deeper understanding of the ITIL
concepts and techniques. For more updates on technical quizzes,
including ITIL MCQs, you can follow our Freshersnow website.

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