ITIL Foundation v.3 Exam and interview related Questions and Answers Part one

ITIL Foundation Q&A

QUESTION NO: 1
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A

QUESTION NO: 2
What is a RACI model used for?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Answer: A

QUESTION NO: 3
Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management
Databases (CMDB)
D. The SKMS can include user skill levels
Answer: A

QUESTION NO: 4
The group that authorizes changes that must be installed faster than the normal process is called
the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A

QUESTION NO: 5
In which core publication can you find detailed descriptions of Service Level Management,
Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B

QUESTION NO: 6
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical
skilltominimise the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements
are low and this helps to minimise salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost
effective to keep them in the role where they have been trained
Answer: B

QUESTION NO: 7
Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management
Databases (CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B

QUESTION NO: 8
Service Assets are used to create value. Which of the following are the MAJOR types of Service
Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

QUESTION NO: 9
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B

QUESTION NO: 10
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that information within the Service Pipeline is accurate
Answer: D

QUESTION NO: 11
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Process Manager
D. Supplier Manager
Answer: D

QUESTION NO: 12
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C

QUESTION NO: 13
A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A

QUESTION NO: 14
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorised change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B

QUESTION NO: 15
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs

Answer: C

QUESTION NO: 16
Exhibit:
Please refer to the exhibit:
A. 1 only
B. Neither of the above
C. 2 only
D. Both of the above
Which of the statements is CORRECT for every process?
Answer: A

QUESTION NO: 17
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical
skilltominimise the cost of training them
B. Service Desk staff should be discouraged from applying for other roles as it is more cost
effective to keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training requirements
are low and this helps to minimise salaries
Answer: C

QUESTION NO: 18
Which of the following questions does Service Strategy help answer with its guidance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above
Answer: D

QUESTION NO: 19
Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C

QUESTION NO: 20
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a singlePlan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan andDo,then Check and Act should be carried out multiple times
to implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D

QUESTION NO: 21
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be
gathered and analysed from which other area of the lifecycle in order to answer the question "Did
we get there?"?
A. Service Strategy
B. Service Design
C. Service Operation
D. Service Transition
Answer: C

QUESTION NO: 22
Which of the following are responsibilities of a Service Level Manager?
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
1. Agreeing targets in Service Level Agreements
2. Designing the service so it can meet the targets
3. Ensuring all needed contracts and agreements are in place
Answer: A

QUESTION NO: 23
Which of the following combinations covers all the roles in Service Asset and Configuration
Management?
A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager;
Configuration Analyst; CMS/tools Administrator
B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager;
Configuration Analyst; Configuration control board; CMS/tools Administrator
C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change
Manager
D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst;
Configuration control board; CMS/tools Administrator; Financial Asset Manager
Answer: B

QUESTION NO: 24
In many organisations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Answer: D

QUESTION NO: 25
Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The KEDB and the CMS form part of the larger SKMS
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
Answer: B

QUESTION NO: 26
The MAIN purpose of the Service Portfolio is to describe services in terms of?
A. Business Value
B. Functionality
C. IT Assets
D. Service Level Requirements
Answer: A

QUESTION NO: 27
Application Management plays a role in all applications. One of the key decisions to which they
contribute is?
A. Whether to buy an application or build it
B. Should application developmentbeoutsourced
C. Who the vendor of the storage devices will be
D. Where the vendor of an applicationislocated
Answer: A

QUESTION NO: 28
What is the entry point or the first level of the V model?
A. Service Solution
B. Customer / Business Needs
C. Service Release
D. Service Requirements
Answer: B

QUESTION NO: 29
What is the entry point or the first level of the V model?
A. Customer / Business Needs
B. Service Release
C. Service Requirements
D. Service Solution
Answer: A

QUESTION NO: 30
Service Acceptance criteria are used to?
A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported
Answer: C

QUESTION NO: 31
Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. Facilities Management
C. Technical Management
D. IT Operations Control
Answer: B

QUESTION NO: 32
Which of the following are Service Desk organisational structures?
A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. 1, 2 and 3 only
D. 1, 3 and 4 only
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
Answer: B

QUESTION NO: 33
"Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services". These specialised organisational capabilities include which of
the following?
A. Markets and Customers
B. Functions and Processes
C. People, products and technology
D. Applications and Infrastructure
Answer: B

QUESTION NO: 34
Which of the following is NOT a valid objective of Request Fulfilment?
A. To provide a channel for users to request and receive standard services
B. To update the Service Catalogue with services that may be requested through the Service Desk
C. To provide information to users about what services are available and how to request them
D. To source and deliver the components of standardservicesthat have been requested
Answer: B

QUESTION NO: 35
Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensures that the fastest servers are purchased
B. Delivering change, faster and at optimum cost and minimized risk
C. Verifying the accuracy of all items in the configuration management database
D. Ensuring that all assets are accounted for
Answer: B

QUESTION NO: 36
Which process is responsible for discussing reports with customers showing whether services
have met their targets?
A. Availability Management
B. Service Level Management
C. Continual Service Improvement
D. Business Relationship Management
Answer: B

QUESTION NO: 37
What are the three Service Provider business models?
A. Internal Service provider, External Service provider, Outsourced 3rd Party
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, Outsourced 3rd party and Off-shore party
D. Internal Service provider, External Service provider, Shared Service Provider
Answer: D

QUESTION NO: 38
Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Knowledge
C. Wisdom
D. Information
Answer: C

QUESTION NO: 39
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Incident Management
B. Requestfulfilment
C. Release and Deployment Management
D. Access management
Answer: B

QUESTION NO: 40
Which of the following statements is CORRECT?
1. The only phase of the Service Management Lifecycle where value can be measured is Service
Operation
2. All of the phases of the lifecycle are concerned with the value of IT services
A. Both of the above
B. Neither of the above
C. 2 only
D. 1 only
Answer: C

QUESTION NO: 41
The BEST description of the purpose of Service Operation is?
A. To design and build processes that will meet business needs
B. To deliver and support IT Services at agreed levels to business users and customers
C. To decide how IT will engage with suppliers during the Service Management Lifecycle
D. To proactively prevent all outages to IT Services
Answer: B

QUESTION NO: 42
Which of the following is NOT an aim of the Change Management process?
A. Overall business riskisoptimised
B. Standardised methods and procedures are used for efficient and prompt handling of all
Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration
Management system
Answer: C

QUESTION NO: 43
How does Problem Management work with Change Management?
A. By installing changes to fix problems
B. By negotiating with Incident Management for changes in IT for Problem resolution
C. ByissuingRFCs for permanent solutions
D. By working with users to change their IT configurations
Answer: C

QUESTION NO: 44
Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The KEDB and the CMS form part of the larger SKMS
Answer: D

QUESTION NO: 45
Understanding customer usage of services and how this varies over the Business Lifecycle is part
of which process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
Answer: D

QUESTION NO: 46
Which is NOT a purpose of Service Transition?
A. Ensure that a service can be managed, operated and supported.
B. Provide quality knowledge of Change, Release and Deployment Mgmt.
C. Plan and manage the capacity and resource requirements to manage a release.
D. Provide training and certification in project management.
Answer: D

QUESTION NO: 47
Which of the following is the BEST definition of an Incident?
A. Loss of ability to operate to specification, or to deliver the required output
B. A change of state which has significance for the management of a Configuration Item or IT
Service
C. A warning that a threshold has been reached, something has changed, or a failure has
occurred
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Answer: D

QUESTION NO: 48
The BEST description of the guidance provided by Service Design is?
A. The design and development of new services
B. The design and development of service improvements
C. The design and development of services and service management processes
D. The day-to-day operation and support of services
Answer: C

QUESTION NO: 49
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan andDo,then Check and Act should be carried out multiple times
to implement Continual Improvement
C. The entire cycle should be repeated multiple times to implement Continual Improvement
D. There should be a singlePlan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
Answer: C

QUESTION NO: 50
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Requestfulfilment
C. Release and Deployment Management
D. Incident Management
Answer: B

QUESTION NO: 51
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Improve
B. Evaluate; Diagnose; Justify; Intervene
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
Answer: C

QUESTION NO: 52
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the
following items need to be identified?
A. BusinessObjectives,IT Objectives, Process Metrics
B. Process Models, Goals and Objectives
C. Vision and Strategy, Tactical Goals and Operational Goals
D. BusinessandIT Strategy and Process Definitions
Answer: C

QUESTION NO: 53
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
Answer: B

QUESTION NO: 54
Service Assets are used to create value. Which of the following are the MAJOR types of Service
Asset?
A. Resources and Capabilities
B. Services and Infrastructure
C. Utility and Warranty
D. Applications and Infrastructure
Answer: A

QUESTION NO: 55
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A change that correctly follows the required change process
C. A change that is made as the result of an audit
D. A pre-authorised change that has an accepted and established procedure
Answer: D

QUESTION NO: 56
What is the definition of an Alert?
A. An error message to the user of an application
B. A warning that a threshold has been reached or that something has changed
C. A type of Incident
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B

QUESTION NO: 57
Which of the following would NOT be a task carried out by the Request Fulfilment process?
A. The sourcing and delivering of the components of requested standard services (e.g. licenses
and software media)
B. Provision of a channel for users to request and receive standard services for which a pre-
defined approval and qualification process exists
C. Provision of information used to compare actual performance against design standards
D. Provision of information to users and customers about the availability of services and the
procedure for obtaining them
Answer: C

QUESTION NO: 58
The group that authorizes changes that must be installed faster than the normal process is called
the?
A. Urgent Change Board (UCB)
B. CAB Emergency Committee (CAB/EC)
C. Emergency CAB (ECAB)
D. Urgent Change Authority (UCA)
Answer: C

QUESTION NO: 59
Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Wisdom
C. Information
D. Knowledge
Answer: B

QUESTION NO: 60
Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. A method of structuring an organization
D. Responds to specific events
Answer: C

QUESTION NO: 61
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
Answer: D

QUESTION NO: 62
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
C. Ensuring that information in the Service Catalogue is accurate
D. Ensuring that information within the Service Pipeline is accurate
Answer: D

QUESTION NO: 63
The difference between service metrics and technology metrics is BEST described as?
A. Service metrics measure the end to end service; Technology metrics measure individual
components
B. Service metrics measure maturity and cost; Technology metrics measure efficiency and
effectiveness
C. Service metrics include critical success factors and Key Performance Indicators; Technology
metrics include availability and capacity
D. Service metrics measure each of the service management processes; Technology metrics
measure the infrastructure
Answer: A

QUESTION NO: 64
The term 'Service Management' is best used to describe?
A. Units oforganisations with roles to perform certain activities
B. A set of specialized organizational capabilities for providing value to customers in the form of
services
C. The management of functions withinanorganisation to perform certain activities
D. A setofspecialised organisational capabilities for providing functions to customers in the form of
services
Answer: B

QUESTION NO: 65
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a failure has
occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT
Service
D. Loss of ability to operate to specification, or to deliver the required output
Answer: B

QUESTION NO: 66
A. TheRequestFulfilment Process Manager
B. TheRequestFulfilment Process Owner
C. The Service Desk Manager
D. The Service Manager
Answer: B

QUESTION NO: 67
Who is responsible for ensuring that the Request Fulfilment process is being performed according
to the agreed and documented process?
Which Service Design process makes the most use of data supplied by Demand Management?
A. IT Service Continuity Management
B. Service Level Management
C. Service Catalogue Management
D. Capacity Management
Answer: D

QUESTION NO: 68
Which of the following statements is CORRECT?
A. The KEDB and the CMS form part of the larger SKMS
B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The CMS is part of the Configuration Management Data Base (CMDB)
Answer: A

QUESTION NO: 69
The group that authorizes changes that must be installed faster than the normal process is called
the?
A. CAB Emergency Committee (CAB/EC)
B. Emergency CAB (ECAB)
C. Urgent Change Board (UCB)
D. Urgent Change Authority (UCA)
Answer: B

QUESTION NO: 70
What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Defining roles and responsibilities
D. Monitoring services
Answer: C

QUESTION NO: 71
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business
objectives
B. The objective of any IT process should be expressed in terms of business benefits and goals
C. A process may define policies, standards and guidelines
D. The definition of Process Control is "The activity of planning and regulating a process, with the
objective of achieving Best Practice"
Answer: D

QUESTION NO: 72
Which of the following sentences BEST describes a Standard Change?
A. A pre-authorised change that has an accepted and established procedure
B. A change that is made as the result of an audit
C. A change that correctly follows the required change process
D. A change to the service provider's established policies and guidelines
Answer: A

QUESTION NO: 73
What are the three Service Provider business models?
A. Internal Service provider, External Service provider, Shared Service Provider
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, External Service provider, Outsourced 3rd Party
D. Internal Service provider, Outsourced 3rd party and Off-shore party
Answer: A

QUESTION NO: 74
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business
objectives
B. The definition of Process Control is "The activity of planning and regulating a process, with the
objective of achieving Best Practice"
C. The objective of any IT process should be expressed in terms of business benefits and goals
D. A process may define policies, standards and guidelines
Answer: B

QUESTION NO: 75
A Service Level Agreement is?
A. The part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and their customer
C. An agreement between a Service Provider and an external supplier
D. An agreement between the Service Provider and aninternalorganisation
Answer: B

QUESTION NO: 76
One of the five major aspects of Service Design is the design of the service solutions. It includes?
A. Requirements, resources and capabilities needed and agreed
B. Only requirements needed and agreed
C. Only capabilities needed and agreed
D. Only resources and capabilities needed
Answer: A

QUESTION NO: 77
Who is responsible for ensuring that the Request Fulfilment process is being performed according
to the agreed and documented process?
A. The Service Desk Manager
B. The Service Manager
C. TheRequestFulfilment Process Manager
D. TheRequestFulfilment Process Owner
Answer: D

QUESTION NO: 78
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce quality, secure and resilient designs for new or improved services, technology
architecture, processes or measurement systems that meet all the agreed current and future IT
requirements oftheorganisation
B. Produce and maintain all necessary Service Transition packages
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process
and the service designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: B

QUESTION NO: 79
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1C, 2B, 3A, 4D
B. 1A, 2B, 3C, 4D
C. 1C, 2D, 3A, 4B
D. 1B, 2C, 3D, 4A
Answer: A

QUESTION NO: 80
Staff in an IT department areexperts in managing specific technology, but none of them know what
services are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
Answer: D

QUESTION NO: 81
Which is the first step in the 7 Step Improvement Process?
A. Where are we now?
B. Identify gaps in Service Level Agreement (SLA) achievement
C. Prepare for action
D. Define what you should measure
Answer: D

QUESTION NO: 82
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce and maintain all necessary Service Transition packages
B. Produce quality, secure and resilient designs for new or improved services, technology
architecture, processes or measurement systems that meet all the agreed current and future IT
requirements oftheorganisation
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process
and the service designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A

QUESTION NO: 83
In which core publication can you find detailed descriptions of Service Level Management,
Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Operation
B. Service Transition
C. Service Strategy
D. Service Design
Answer: D

QUESTION NO: 84
Who is responsible for ensuring that the Request Fulfilment process is being performed according
to the agreed and documented process?
A. TheRequestFulfilment Process Manager
B. TheRequestFulfilment Process Owner
C. The Service Manager
D. The Service Desk Manager
Answer: B

QUESTION NO: 85
Which Service Design process makes the most use of data supplied by Demand Management?
A. IT Service Continuity Management
B. Service Catalogue Management
C. Capacity Management
D. Service Level Management
Answer: C

QUESTION NO: 86
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure electronic library that contains all copies of softwareandlicences
C. A secure library where definitiveauthorised versions of all software and back-ups are stored and
protected
D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are
stored and protected
Answer: D

QUESTION NO: 87
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To design and build processes that will meet business needs
C. To proactively prevent all outages to IT Services
D. To deliver and support IT Services at agreed levels to business users and customers
Answer: D

QUESTION NO: 88
Which of the following is NOT an aim of the Change Management process?
A. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration
Management system
B. Overall business riskisoptimised
C. Standardised methods and procedures are used for efficient and prompt handling of all
Changes
D. All budgets and expenditures are accounted for
Answer: D

QUESTION NO: 89
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
Answer: A

QUESTION NO: 90
What is a RACI model used for?
A. Defining roles and responsibilities
B. Performance analysis
C. Recording Configuration Items
D. Monitoring services
Answer: A

QUESTION NO: 91
Which is the first step in the 7 Step Improvement Process?
A. Prepare for action
B. Define what you should measure
C. Identify gaps in Service Level Agreement (SLA) achievement
D. Where are we now?
Answer: B

QUESTION NO: 92
What is the definition of an Alert?
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B

QUESTION NO: 93
Which one of the following statements about Incident reporting and logging is correct?
A. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk
activity
B. Incidents reported by technical staff must be logged as problems because technical staff
manage infrastructure devices not services
C. Incident can only be reported by users, since they are only the only people who know when a
service has been disrupted
D. Incidents can be reported by anyone who detects a disruptions or potential disruption to normal
service. This includes technical staff
Answer: B

QUESTION NO: 94
To add value to the business, what are the four reasons to monitor and measure?
A. Evaluate; Diagnose; Justify; Intervene
B. Validate; Direct; Justify; Improve
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
Answer: C

QUESTION NO: 95
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome
be in terms of responsiveness to customer needs?
A. Customersneeds will be met more easily because of the improved stability of the services with
fewer failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on
responsiveness of over-emphasis on stability
C. There is only likely to be a positive outcome from improved stability - the customers must be
made fully aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may sufferandcustomers needs may not be met within
business timescales
Answer: D

QUESTION NO: 96
Which of the following CANNOT be stored and managed by a tool?
A. Knowledge
B. Data
C. Information
D. Wisdom
Answer: D

QUESTION NO: 97
Major Incidents require?
A. Less documentation
B. Longer timescales
C. Less urgency
D. Separate procedures
Answer: D

QUESTION NO: 98
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of the technology architecture and management systems
C. The design of Market Spaces
D. The design of new or changed services
Answer: C

QUESTION NO: 99
Which of the following is NOT an objective of Problem Management?
A. Eliminating recurring Incidents
B. Minimising the impact of Incidents that cannot be prevented
C. Preventing Problems and resulting Incidents from happening
D. Restoring normal service operation as quickly as possibleandminimising adverse impact on the
business
Answer: D

QUESTION NO: 100
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library wheredefinitiveauthorised versions of all software and back-ups are stored and
protected
C. A secure electronic library that contains all copies of softwareandlicences
D. A secure library wheredefinitiveauthorised versions of all media Configuration Items (CIs) are
stored and protected
Answer: D

QUESTION NO: 101
Which of the following BEST describes a 'Major Incident'?
A. An Incident that is so complex that the Service Desk takes longer than five times the normal
time to log it
B. An Incident which requires a large number of people to resolve
C. An Incident which has a high impact on the business
D. An Incident that is so complex that it requires root cause analysis before any workaround can
be found
Answer: C

QUESTION NO: 102
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce quality, secure and resilient designs for new or improved services, technology
architecture, processes or measurement systems that meet all the agreed current and future IT
requirements oftheorganisation
B. Take the overall Service Strategies and ensure they are reflected in the Service Design process
and the service designs that are produced
C. Produce and maintain all necessary Service Transition packages
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: C

QUESTION NO: 103
Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. IT Operations Control
C. Technical Management
D. Facilities Management
Answer: D

QUESTION NO: 104
An IT department is under pressure to cut costs. As a result, the quality of services has started to
suffer. What imbalance does this represent?
A. Excessive focus on quality
B. Excessively reactive
C. Excessively proactive
D. Excessive focus on cost
Answer: D

QUESTION NO: 105
Which of the following is NOT a valid objective of Request Fulfilment?
A. To provide information to users about what services are available and how to request them
B. To update the Service Catalogue with services that may be requested through the Service Desk
C. To source and deliver the components of standardservicesthat have been requested
D. To provide a channel for users to request and receive standard services
Answer: B

QUESTION NO: 106
What is the definition of an Alert?
A. An error message to the user of an application
B. An audit report that indicates areas where IT is not performing according to agreed procedures
C. A warning that a threshold has been reached or that something has changed
D. A type of Incident
Answer: C

QUESTION NO: 107
"Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services". These specialised organisational capabilities include which of
the following?
A. Functions and Processes
B. Markets and Customers
C. Applications and Infrastructure
D. People, products and technology
Answer: A

QUESTION NO: 108
Which process is responsible for discussing reports with customers showing whether services
have met their targets?
A. Business Relationship Management
B. Continual Service Improvement
C. Service Level Management
D. Availability Management
Answer: C

QUESTION NO: 109
Which of the following statements about processes is INCORRECT?
A. The objective of any IT process should be expressed in terms of business benefits and goals
B. A process may define policies, standards and guidelines
C. The definition of Process Control is "The activity of planning and regulating a process, with the
objective of achieving Best Practice"
D. The output from a process has to conform to operational norms derived from business
objectives
Answer: C

QUESTION NO: 110
How is the Service Catalogue used to add value to the service provider organisation?
A. Providing a central source of information on the IT services delivered
B. Showing the business impact of a change
C. Displaying the relationships between configuration items
D. To predict the root cause of issues in the IT infrastructure
Answer: A

QUESTION NO: 111
Which process is responsible for monitoring an IT Service and detecting when the performance
drops below acceptable limits?
A. Service Level Management
B. Performance Management
C. Capacity Management
D. Event Management
Answer: B

QUESTION NO: 112
In many organisations the role of Incident Manager is assigned to the Service Desk. It is important
that the Incident Manager is given the authority to:
A. Only manage Incidents effectively at the 3rd line
B. Manage Incidents effectively through 1st, 2nd and 3rd line
C. Only manage Incidents effectively through 1st and 2nd line
D. Only manage Incidents effectively through the 1st line
Answer: B

QUESTION NO: 113
Application Management plays a role in all applications. One of the key decisions to which they
contribute is?
A. Whether to buy an application or build it
B. Should application developmentbeoutsourced
C. Who the vendor of the storage devices will be
D. Where the vendor of an applicationislocated
Answer: A

QUESTION NO: 114
Which of the following questions does Service Strategy help answer with its guidance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)?
A. 2 only
B. 1 only
C. All of the above
D. 3 only
Answer: C

QUESTION NO: 115
Removing or restricting rights to use an IT Service is the responsibility of which process?
A. Access Management
B. Incident Management
C. RequestFulfilment
D. Change Management
Answer: A

QUESTION NO: 116
Which of the following is NOT a characteristic of a process?
A. Delivers specific results
B. A method of structuringanorganisation
C. Responds to specific events
D. It is measurable
Answer: B

QUESTION NO: 117
Service Assets are used to create value. Which of the following are the MAJOR types of Service
Asset?
A. Applications and Infrastructure
B. Services and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

QUESTION NO: 118
Staff in an IT department areexperts in managing specific technology, but none of them know what
services are offered to the business. What imbalance does this represent?
A. Extreme internal focus
B. Extreme focus on cost
C. Extreme focus on responsiveness
D. Vendor focused
Answer: A

QUESTION NO: 119
Which of the following is NOT a characteristic of a process?
A. Delivers specific results
B. Responds to specific events
C. It is measurable
D. A method of structuringanorganisation
Answer: D

QUESTION NO: 120
Which Function would provide staff to monitor events in a Network Operations Centre?
A. IT Operations Management
B. Applications Management
C. Service Desk
D. Technical Management
Answer: A

QUESTION NO: 121
Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of contracts.
B. Development, negotiation and agreement of Organisational Level Agreements
C. Development, negotiation and agreement of Service Level Agreements.
D. Development, negotiation and agreement of Service Portfolio
Answer: C

QUESTION NO: 122
Which of the following areas would not be supported by a Service Design tool?
A. Software design
B. Process design
C. Environment design
D. Strategy design
Answer: B

QUESTION NO: 123
Which of the following is concerned with fairness and transparency?
A. Governance
B. Service Level Management
C. Capacity Management
D. Service Strategy
Answer: B

QUESTION NO: 124
Which Function would provide staff to monitor events in an Operations Bridge?
A. Applications Management
B. Service Desk
C. Technical Management
D. IT Operations Management
Answer: C

QUESTION NO: 125
Who is responsible for defining Key Performance Indicators for Change Management?
A. The Service Owner
B. The Continual Service Improvement Manager
C. The Change Advisory Board (CAB)
D. The Change Management Process Owner
Answer: A

QUESTION NO: 126
The difference between a Service Level Agreement (SLA) and an Operional Level Agreement
(OLA) is that:
A. An SLA is legally binding, an OLA is a best efforts agreement
B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver
the service
C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D. An SLA is with an external customer, an OLA is with an internal customer
Answer: A

QUESTION NO: 127
Which of the following is one of the primary objectives of Service Strategy?
A. To design and build processes that will meet business needs
B. To provide detailed specifications for the design of IT services
C. To transform Service Management into a strategic asset
D. To underscore the importance of services in the global economy
Answer: B

QUESTION NO: 128
Which of the following best describes a Service Request?
A. Any request or demand that is entered by a user via a Self-Help web-based interface
B. A request from a User for information or advice, or for a Standard Change
C. Any request for change that is low risk and can be approved by the Change Manager without a
CAB meeting
D. Anything that the customer wants and is prepared to pay for
Answer: C

QUESTION NO: 129
Which of the following are the main objectives of incident Management? Select all that apply
A. To minimize adverse impacts on business operations
B. To automatically detect service affecting Events
C. The restore normal service operation as quickly as possible
Answer: A

QUESTION NO: 130
What are the categories of event described in the ITIL Service Operation book?
A. Informational, Scheduled, Normal
B. Scheduled, Unscheduled, Emergency
C. Informational, Warning, Exception
D. Warning, Reactive, Proactive
Answer: C

QUESTION NO: 131
Which processes review Underpinning Contracts on a regular basis?
A. Supplier Management and Service Level Management
B. Supplier Management and Demand Management
C. Demand Management and Service Level Management
D. Supplier Management, Demand Management and Service Level Management
Answer: A

QUESTION NO: 132
Which process is responsible for managing relationships with vendors?
A. Change Management
B. Service Portfolio Management
C. Supplier Management
D. Continual Service Improvement
Answer: C

QUESTION NO: 133
Understanding what to measure and why it is being measured are key contributors to which part of
the Service Lifecycle?
A. Service Strategy
B. Continual Service Improvement
C. Service Operation
D. Service Design
Answer: B

QUESTION NO: 134
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand Management
B. Incident Management
C. Release and Deployment Management
D. RequestFulfilment
Answer: D

QUESTION NO: 135
Within Service Design, what is the key output handed over to Service Transition?
A. Measurement, methods and metrics
B. Service Design Package
C. Service Portfolio Design
D. Process definitions
Answer: B

QUESTION NO: 136
Which of the following is NOT an objective of Continual Service Improvement?
A. Review andanalyse Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
Answer: D

QUESTION NO: 137
Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
A. 1 only
B. 2 only
C. Bothofthe above
D. Noneofthe above
Answer: C

QUESTION NO: 138
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Answer: C

QUESTION NO: 139
Which process will regularly analyze incident data to identify discernable trends?
A. Service Level Management
B. Problem Management
C. Change Management
D. Event Management
Answer: B

QUESTION NO: 140
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
A. Technology, Customer, User
B. Corporate, Customer, Service
C. Corporate, Customer, Technology
D. Service, User, IT
Answer: B

QUESTION NO: 141
Which of these is the correct set of steps for the Continual Service Improvement Model?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we
keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the
plan; Check the plan has been properly implemented;Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did
we get there?; How do we keep the momentum going?
Answer: D

QUESTION NO: 143
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
A. 1 Plan, 2 Do, 3 Check, 4 Act
B. 3 Plan, 2 Do, 4 Check, 1 Act
C. 4 Plan, 3 Do, 1 Check, 2 Act
D. 2 Plan, 3 Do, 4 Check, 1 Act
Answer: C

QUESTION NO: 142
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround
has been found. Is this a valid approach?
A. Yes
B. No, the workaround must be found before a Known Error is created
C. No, a Known Error can only be raised after the permanent resolution has been implemented
D. No, a Known Error must be raised at the same time as a problem
Answer: A

QUESTION NO: 144
Which of the following is NOT a Service Desk type recognised in the Service Operation volume of
ITIL?
A. Local
B. Centralised
C. Holistic
D. Virtual
Answer: C

QUESTION NO: 145
Customer perceptions and business outcomes help to define what?

A. The value of a service
B. Customer satisfaction
C. Total cost of ownership
D. Key performance indicators
Answer: A

QUESTION NO: 146
Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Preparation
C. Products
D. Potential
Answer: C

QUESTION NO: 147
Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as
'Understand and agree on the priorities for improvement based on a deeper development of the
principles defined in the vision?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
Answer: B

QUESTION NO: 148
Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability
goals
A. 1 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
Answer: B

QUESTION NO: 149
In which of the following situations should a Problem Record be created?
A. An event indicates that a redundant network segment has failed but it has not impacted any
users
B. An Incident is passed to second-level support
C. A Technical Management team identifies a permanent resolution to a number of recurring
Incidents
D. Incident Management has found a workaround but needs some assistance in implementing it
Answer: C

QUESTION NO: 150
Understanding the level of risk during and after change and providing confidence in the degree of
compliance with governance requirements during change are both ways of adding business value
through which part of the service lifecycle?
A. Service Transition
B. Risk Management
C. IT Service Continuity Management
D. Availability Management
Answer: A

Frequently asked team lead questions with example answers

What steps must a team leader take to motivate the team?

A team leader should:
1.  Encourage the team to reach the target.
2.  Inspire them to work as a team and teach them, 1 + 1 = 3 (synergey).
3.  Appreciate the team as an when the days targets are met.
4.  Give few inspiratinal quotes on a daily basis when team meeting is held.
5.  Tell the team that our team is second to none and we shall not take help from other team, but we will help them when requested.

How do you evaluate your team member performance and what are the parameters you are going to take in this scenario? (server or network or desktop or storage team member)
               
In this case I would see the following things
1) Output of task assigned to team member
2) Communication skills
3) Self initiative or not
4) Flexibility
5) Technical skills
6) Responsibility

How will you control attrition when you are a team lead?   

Having a good understanding with the team members and good Rapport will do...

As per my understanding periodic counseling with individual team members, can help to reduce the attrition and keep the resources bound to the organization.
1. Understand the pulse of the resource, any intention of job change.
2. Find out their requirements and explain how organization can help them.
3. Explain the future plans on the resource.
4. How much he/she is involved in the current role, how best they can contribute.
What are the Core skills needed for Team Lead?
Good technical skills
Supportive
Approachable
Offers advice
Praises a job well done

A team leader should possess calmness with right attitude maintain friendship rather than being bossy with his/her team members. He should make a practice to record for himself about the team performance so that during performance appraisal he will be at ease to express and portray his team in better way.
An executive in the team is absconding for 10 days and did not inform his team leader. He text his leader on 11th day that he is unwell but when TL tried calling him back, he did not respond. After 1 week, he came back to office with a medical certificate. How should the TL handle this situation?
Its the primary concern for any peer to inform TL about his whereabouts. In this scenario, TL first would need to cross verify the employee with his Manager. According to the company Absenteeism Policy the executive details would go to ABSCONDING already.

Hence with proper One-on-One with HR and Reporting Manager, the genuinity of the scenario with executive would be judged and he again would be referred his employment for Start from the Scratch. He cannot be allowed to direct productive team as he has not informed and he would lack the process updates. This would be the best suggestion.

Why Are You Leaving Your Job?

 I am interested in a job with more responsibility, and I am very ready for a new challenge.
 I am interested in a new challenge and an opportunity to use my technical skills and experience in a different capacity than I have in the past.

What Can You Contribute to the Company?

I can contribute my organizational skills and my ability to work well in a group.
I have the experience, contacts, and knowledge to contribute to the rapid growth of this business.

How Will Your Greatest Strength Help You Perform?

 
I am a quick learner. I have great problem-solving skills and am willing to learn new things to get the job done
One of my biggest strengths is my communication skills, I always communicate well with others:
I always maintain good communication with my team members, manager and client.
I am quick learner and I am flexible to adjust any kind of environment.

What is Your Greatest Weakness?

I tend to argue with wrong decisions
I want so much time to take decisions.

How Do You Handle Stress / Pressure?

If the people I am managing are contributing to my stress level, I discuss options for better handling difficult situations with them.
I'm the kind of person who stays calm under pressure, and handles stress fairly easily
"I evaluate success based on not only my work, but the work of my team. In order for me to be considered successful, the team needs to achieve both our individual and our team goals."

How do you motivate your team members?

 
I motivate my team members by two things acknowledgement and attention. acknowledgement of the minutest thing gives team member enough motivation for his work being further recognized, while attention gives him enough confidence to put forth his thinking that his suggestions wont go unattented ;)
Recognising their wo

In your team one member is very rude how do you handle this guy?

 One to one meeting has done three times, till the guy is very rude, what

 is your next step.
Well in such case if you have taken many one to one meetings with that rude guy to make him convince to work property.

Then next step is to talk with him as a friend and try to get the matter because of which he is behaving like this. If you can get the problem that why his behaving like this then there may be a many solutions. If his reason of behaving like this is correct then you can try to resolve the issue according to him.

But the reason you get by the rude guy is not proper or correct then you can explain him the draw backs of his behavior. If it is his tendency to behave like this then you can explain him about his future with this attitude.

And finally if he is not able to understand your language...then warn him once or two and after that just sit with him against the managing team and try to get the solution from management regarding his rude behavior.

How you are going to be a or become a role model of you team?

By your friendly leadership skills.
                       
You can be a role model for your team by following the 4 basic principles i.e :-

 Responsible: Be a responsible person. If you say that you will get back to a team member on a particular topic then make sure you do it.

 Be Calm: You might have many problems but your team is not responsible for that. So make sure you maintain your calm.

 Honesty: No need to stress on this point. You lose your right of leadership once you lose your honest.

 Be humble with everyone in the team regardless of their designation/ranks.

Expertise : As a role model first of all he must be expert in his field. It is very necessary because he must be able to resolve the technical issues which cannot be able to solved by his team members.

Supervision : Team leader is responsible for the planning of project and long term out put of the project. He has to think big and broad. He must be able to find out the long term output of the steps he is taking to develop the project.

Hard Work: Team leader must be hard worker. In stress time he must have the dedication toward his work... because if he do hard work then his team will the same.

Friendly: In free time he should be a friend not a team leader. He must be familiar with everyone as a close friend. This attitude helps him to know each and every person in a team closely.

Problem solver: He must be able to solve his team member’s problems weather they are related to work or personal. In a work hi must be a team leader and in free time he must be a close friend.

Good communicator: He must be able to explain his view and ideas in a effective way. Good communication help him to handle client and explain him what hi is exception with us and what he can extra give to him..

What is service quality? How do you improve your team member’s service quality? 

 
Excellent communication on timely manner.
Working according to the SLA
diplomatically handling (never say no)
Service is related to the outcome of a group effort. To provide a good service a complete team needs to work accordingly to get the desired target within time provided by client.

Up to some extent team leader has the responsibility to make a team or to manage a team in such a way that everyone in the team work as a responsible person. If everyone in the team knows his responsibility and fulfills them then automatically the output will be desired and service will be good one.

Team lead must have the one to one correspondence in a team. He must know his team member’s capabilities and behaviors... then only hi can assign the task to them accordingly. Team leader’s main responsibility to achieve the desired target with in deadline without stressing the team members. He has to decide who can in his team perform which task successfully and with responsibility and without having much stress to complete the task. If he can do so then it is sure that he is a good team leader and the service will be up to the mark.

What tactics you apply to develop the leadership skills?
ensure that you are communicating the vision of your management and organization properly to your team at the same time you should understand what your employees want from the organization and try to help them achieve it in a proper method this shows them that they can trust you and that you will look out for them.

Delegate more responsibility to the team.
Be an active listener to problems and suggestions.
Develop professional and personal rapport in the team.
Do not forward the pressure to the subbordinates until you explain to them why such pressure is needed and what is the benefit to the company and themselves..
Gain their confidence on you


1. Never think that x no of people are working under me. they are never under you. instead develop a thinking that those employees are working with me for the same goal.
2. Try not to be biased to any one in team. Act neutral.
3. Active listening.

How do you resolve team conflicts in your team?

 
Conflict isn't necessarily a bad thing, though. Healthy and constructive conflict is a component of high functioning teams. Conflict arises from differences between people; the same differences that often make diverse teams more effective than those made up of people with similar experience. When people with varying viewpoints, experiences, skills, and opinions are tasked with a project or challenge, the combined effort can far surpass what any group of similar individual could achieve. Team members must be open to these differences and not let them rise into full-blown disputes.
Understanding and appreciating the various viewpoints involved in conflict are key factors in its resolution. These are key skills for all team members to develop. The important thing is to maintain a healthy balance of constructive difference of opinion, and avoid negative conflict that's destructive and disruptive.
Getting to, and maintaining, that balance requires well-developed team skills, particularly the ability to resolve conflict when it does happens, and the ability to keep it healthy and avoid conflict in the day-to-day course of team working.
As a team lead How will you handle a situation where an employee frequently takes unplanned leaves?

 
I shall talk to the candidate personally 1st and try to understand the problem behind his unplanned leaves. If possible i will suggest him to rectify his problem asap. This would be done for once or twice and if the same is repeating from his end.. then next level of escalations would be taken care…
The main 2 reasons will be
a) That member is not interested in the work that he/she is doing.
b) He/she is not happy with the immediate supervisor.
Best way to solve this is by face to face talk.  Always it should be a gain - gain situation for anyone who is working.both the individual and the project should be benefited by the work that he/she is doing.
Another reason can be personal. A good lead should be able to identiy this too. It should be like professional at work and personal friend.

How does a team lead identify performance problems and solve the same among their team members?

 
Assuming performance problems refers to individual job performance problems ...A successful team lead will have laid out clearly defined objectives for each member of his team and therefore held accountable for reaching those individual goals. Team leads should periodically review the level of effort put forth by each team member. This makes it easier to identify and efficiently rectify performance problems. Periodic feedback to members is crucial in ensuring that any concerns are promptly resolved.

How can a team lead keep the team organized to meet deadlines or goals?

Team members have to be provided access to the bigger picture. This not only assists them in attaining their goals but is also a moral booster when they realize the overall impact of their contribution.- Periodic feedback to members allows them to gauge their progress and mitigate any issues before they go out of control- Nip it in the bud: conflict resolution skills are vital. Organize the team to ensure that sub-teams members respect each other i.e do not have personality conflicts

What are the attributes a team leader must look for while selecting members for their team?

 
Zeal to learn. As the technologies are changing everyday a person who has a zeal to learn new things will learn it fast
2. Good team player. Person should not have an attitude of his/her knowledge
3. Flexibility
4. Sincerity
5. Honesty
Describe a situation where you had a conflict with another individual, and how you dealt with it. What was the outcome?
The interviewer needs to know about your managerial talents and skills, but also whether you are a realist. No workplace is ever free of conflict, and any type of Utopian response will be seen as slightly delusional.

Sample Response:

I feel it is always best to first address the source of any conflict whenever possible. I believe that a majority of conflicts come as result of misunderstanding and /or mis-communication, and these issues are most quickly cleared-up when working directly with the individual involved. Although I am, by nature, rather non-confrontational, I find that by being direct, open and honest, not only is resolution most quickly achieved, but I feel better for having dealt with the problem. Once, when dealing with an issue regarding personal property, I realized that there was no tip-toeing around the subject. Initially, both I and the other individual were uncomfortable. When I had the opportunity to state my position, and then ask for feedback from the other individual, we realized that we had a common goal... the resolution of the issue. The situation was taken care of, and both us felt as though the solution was mutually beneficial.

Team members do not like you
What will you do if your team members do not like you ?

Not everyone has a same perspective. If a team lead is new to the orginization, he is definately treated with respect. However if a person from same orginization is been promoted, his nature of work, his overall attitiude is already know. To gauge the above question, I would spend quality time with team members asking questions about their work, and other issues related to office and try and build a approachable attitue within team members.
By-Pass the Team Leader
One of the team member trying to by-pass the team leader for becoming team leader? How will you handle him?
The best way to tackle this issue is to counter attack.
Try to bring more innovative solutions to all the problems of your boss.
This would be in the +VE JEALOUSLY category please.No hard feelings for that guy. Don't foget WE WORK & ACHIEVE AS A 1 TEAM.
Some facts: People usually by-pass another only when they think it is ok if I can by-pass him. :) So make sure you make others feel that NO, IT IS NOT SO.
I think if someone is having a talent to become team lead, then you should be more happy. You can train them or teach them what you can do so and allow him to become team lead. Talent is what matters to the company.

Team Management
At a time two high priority (S1) tickets in you bin, only one engineer is available in this situations , what is your solutions for in this situation?

  (Here no chance to call other engineer and you are not at all technical guy)
In this case importance to be given to the one which can be resolved in less time. So that you can answer to the  superiors and give some confidence that the other will also resolve quickly even though the other will take more time at least you can reduce the stress of alone engineers to concentrate on the other.
Leadership Challenges

What are the challenges you face while leading the team?

 
- Team attitude problem.
- Different views
- Cultural problems
- They understanding problems and so on...
All these challenges can be handled if we get friendly with them and try to understand their problem.

Unplanned Leaves
As a team lead How will you handle a situation where an employee frequently takes unplanned leaves?

 
Every company has some leave policy. Usually the person can take 6 or 8 unplanned leave which may either be called as sick leave. The rest of the leaves have to be informed atleast two day before.
In my first meeting with the team, I will inform the group to let me know about your leave a week ahead. usually in those meeting your manager will be present and inform in front of him so that the team member will say ahhh... we will deal with manager at last moments.
The main 2 reasons will be
a) That member is not interested in the work that he/she is doing.
b) He/she is not happy with the immediate supervisor.
Best way to solve this is by face to face talk.  Always it should be a gain - gain situation for anyone who is working.both the individual and the project should be benefited by the work that he/she is doing.
Another reason can be personal. A good lead should be able to identiy this too. It should be like professional at work and personal friend.
Leadership Skills Tactics

What tactics you apply to develop the leadership skills?

Actually both the below answers are good but they miss a key point which is to ensure that you are communicating the vision of your management and orginisation properly to your team at the same time you should understand what your employees want from the orginisation and try to help them achieve it in a proper method this shows them that they can trust you and that you will look out for them.
Deligate more responsibility to the team.
Be an active listener to problems and suggestions.
Develope professional and personal rapport in the team.
Do not forward the pressure to the subbordinates until you explain to them why such pressure is needed and what is the benefit to the company and themselves..
Gain their confidence on you
1. Never think that x no of people are working under me. they are never under you. instaed develop a thinking that those employees are working with me for the same goal.
2.  Try not to be biased to any one in team. Act neutral.
3. Active listening.

What is RCA (Root Cause Analysis ) when you are going to ask RCA from Your team member? Explain the process?

 
RCA is problem solving methods aimed at identifying the root causes of problems predicated on the belief that problems are best solved by attempting to correct or eliminate root causes, as opposed to merely addressing the immediate symptoms.

Service Quality
What is service quality? How do you improve your team members service quality?

 
This is related to the Customer Relation Management the way you handle client.
Excellent communication on timely manner.
Working according to the SLA
Diplomatically handling (never say no)
Critical Issue
Ticket is Severity 1 and it is very critical one, your team members they not able to resolve the issue and you are the least person to solve a problem? How do you resolve the issue?
 In case of critical issue if no one in the team can resolve the issue.... then here the role of team leader starts.
As a team lead he first need to understand what the issue is about. If he can able to get the problem then of course he must have several options to resolve problem.
In most cases what happen we cannot understand the problem and working hard to get answer or solution.. which is of course not up to the mark.
In such condition once team lead understand the issue his first responsibility is to explain it to the other related peoples in the team. Instead of finding solution alone there is always beneficial that to take other peoples to get the solution. Everyone has its own knowledge and issue solving techniques. So every one can get the answer in their different ways and solution will find easily.

What are the weakest qualities or attributes a team leader should avoid definitely?

 
The team lead must avoid these attributes of his/her personality:
He/she always have greater understanding of project they should never ask about the project plan or anything which they are supposed to know because this degrade them in eye of other Team members.
This is basic fact that all leading position doesn't matter he is project manager or team lead are very sensitive there are always other people who want to jump on those positions so be always loaded with extra knowledge, skills and discipline.
During lack of right person in team (let's say QA) the team lead should be able to work instead.
Be critical about your performance before somebody else become.
What are the communication methods you followed within team and to client ?
Within Team: Team meeting,Email,One-on-One meeting,Free talk
To Client: Conf meeting,IM,Email

What is Self-managed team leadership?

Self-managed team leadership is different from traditional leadership and provides an alternative to traditional leader’s role. Self-managed team leaders lead without positional authority. Self-managed team leadership is moving inside one’s subordinate work group to lead. Self-managed team leadership defines a different role for the leader. The leader is not responsible for making decisions, developing action plans or giving orders. In these situations, the team is given the responsibility, authority and accountability for managing a defined area of responsibility. When the work group is given control over one or more defined areas of team responsibility, it is the leader’s role to use self-managed leadership skills and systematic processes to help the team to operate effectively and efficiently.

What steps must a team lead take to focus the skills of team members to higher authorities?

 
One of the good quality of a leader is to search the leadership qualities in his team, if he find the qualities in one of the team member then it should not be kept within himself but to exposed to other higher authorities, some of the points which he needs to taken care while explaning the qualitites to authorities. The team lead should test the memeber in all situation, all the recognization should be on paper and if the authority ask to prove his talent or give the scenario were he has explicit himself on document, that is the reason that documents are very important.
 

Explain how you estimate your project / task end dates and then monitor them to ensure that dead lines are met.

 Assign the tasks to the team members. Ask then to break the task into sub tasks so that each sub task’s completion time is round a day or two and ask him to estimate the time. Once they have estimated sit with the team members and review the task/ sub tasks time and review the time lines and make adjustments if needed.  Once this is done, you can meet every morning for 10-15 minutes to track the tasks/sub tasks. Since the tasks are now granular the tracking of the tasks completion are easy. Even if you are slipping and if there are any bottle necks it is easy to track it very early so that you take appropriate action/decision.
Use bottom up method -- break work in smaller units based on its complexity. then prepare estimate of what is required and how much time it would take and also who would do it.if this estimate is accurate you come to the accurate estimate for the project.based on this then monitor the work and take regular reports for completion of work.Do a PERT analysis and using tools like MS Project keep track of the work to meet dead lines.

What are vital Contingency plans a team lead must take care?

 
TL should be able to foresee Project loopholes and based on the same should make the contingency plan.
Vital contingency plans are -- resource allocation plan: what if a resource is absent -- who will replace.
in case more time is needed to complete the work -- how to handle the project support contingency risk budget - how much

How can a team lead keep the team organized to meet deadlines or goals?

 
 Team members have to be provided access to the bigger picture. This not only assists them in attaining their goals but is also a moral booster when they realize the overall impact of their contribution.- Periodic feedback to members allows them to gauge their progress and mitigate any issues before they go out of control- Nip it in the bud: conflict resolution skills are vital. Organize the team to ensure that sub-teams members respect each other i.e do not have personality conflicts
1. by having PSR (Project status Review)
2. status call to set goals and sub goals, address issues and monitor the status
3. Equip team to prioritize their task.
4. Sharingpressure in constructive manner.

Team Appraisals :
For team appraisals first the following needs to be done :
clarification of roles and responsibilities
constructive feedback to team members
discovery of unknown and unresolved issues
development of individual training plan
establishment of specific goals for future.
then a feedback as a standard form should be taken from individuals of the team:
recognition and rewards for the desirable behavior, team efforts etc