Question 1

Which process lists "Understanding patterns of business activity" as a major role?

Accepted Answer

A)  Demand Management 
B)  Supplier Management 
C)  Service Desk 
D)  Request Fulfillment 
A)  Demand Management 
B)  Supplier Management 
C)  Service Desk 
D)  Request Fulfillment A

Question 2

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Accepted Answer

A)  Change proposal 
B)  Change policy 
C)  Service request 
D)  Risk register 
A)  Change proposal 
B)  Change policy 
C)  Service request 
D)  Risk register A

Question 3

Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities

Accepted Answer

A)  1 and 3 only 
B)  All of the above 
C)  2 and 4 only 
D)  1, 2 and 4 only 
A)  1 and 3 only 
B)  All of the above 
C)  2 and 4 only 
D)  1, 2 and 4 only D

Question 4

Which of the following is the CORRECT definition of a Release Unit?

Accepted Answer

A)  A measurement of cost 
B)  A function described within Service Transition 
C)  The team of people responsible for implementing a release 
D)  The portion of a service or IT infrastructure that is normally released together 
A)  A measurement of cost 
B)  A function described within Service Transition 
C)  The team of people responsible for implementing a release 
D)  The portion of a service or IT infrastructure that is normally released together

Question 5

What should a release policy include?

Accepted Answer

A)  Roles and responsibilities across all the service transition processes 
B)  Roles and responsibilities for updating the configuration management database (CMD
B)  
C)  Criteria and authorization to exit early life support and handover to the service operation function 
D)  How request for changes (RFCs) are approved for software releases in the IT production environment 
A)  Roles and responsibilities across all the service transition processes 
B)  Roles and responsibilities for updating the configuration management database (CMD
B)  
C)  Criteria and authorization to exit early life support and handover to the service operation function 
D)  How request for changes (RFCs) are approved for software releases in the IT production environment

Question 6

What is the ITIL guidance relating to the closure of resolved incidents?

Accepted Answer

A)  Anyone can close an incident once it has been resolved 
B)  Only the technician that resolved the incident should close the incident 
C)  Only the service desk should close resolved incidents 
D)  Only the person who raised the incident should close it once it is resolved 
A)  Anyone can close an incident once it has been resolved 
B)  Only the technician that resolved the incident should close the incident 
C)  Only the service desk should close resolved incidents 
D)  Only the person who raised the incident should close it once it is resolved

Question 7

In terms of adding value to the business, which one of the following describes service operation s contribution?

Accepted Answer

A)  The cost of the service is designed, predicted and validated 
B)  Measures for optimization are identified 
C)  Service value is modeled 
D)  Service value is visible to customers 
A)  The cost of the service is designed, predicted and validated 
B)  Measures for optimization are identified 
C)  Service value is modeled 
D)  Service value is visible to customers

Question 8

Which term describes if a service is fit for use?

Accepted Answer

A)  Serviceability 
B)  Utility 
C)  Warranty 
D)  Availability 
A)  Serviceability 
B)  Utility 
C)  Warranty 
D)  Availability

Question 9

Which process works with incident management to ensure that security breaches are detected and logged?

Accepted Answer

A)  Change management 
B)  Service level management 
C)  Access management 
D)  Continual service improvement 
A)  Change management 
B)  Service level management 
C)  Access management 
D)  Continual service improvement

Question 10

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability
2) Designing availability into a proposed solution

Accepted Answer

A)  None of the above 
B)  Both of the above 
C)  1 only 
D)  2 only 
A)  None of the above 
B)  Both of the above 
C)  1 only 
D)  2 only

Question 11

Which of the following questions does the guidance in service strategy help to answer? 
(1) What services should we offer and to whom? 
(2) How do we differentiate ourselves from competing alternatives? 
(3) How do we create value for our customers?

Accepted Answer

A)  1 only 
B)  2 only 
C)  3 only 
D)  All of the above 
A)  1 only 
B)  2 only 
C)  3 only 
D)  All of the above

Question 12

Which is an important principle of communication in service operation?

Accepted Answer

A)  Information should always be communicated 
B)  It has an intended purpose or a resultant action 
C)  Meetings are always the best method of communication 
D)  It is stored in the configuration management system 
A)  Information should always be communicated 
B)  It has an intended purpose or a resultant action 
C)  Meetings are always the best method of communication 
D)  It is stored in the configuration management system

Question 13

What are the processes within Service Operation?

Accepted Answer

A)  Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management 
B)  Event Management, Incident Management. Change Management and Access Management 
C)  Incident Management, Problem Management, Service Desk, Request Fulfillment and Management 
D)  Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management 
A)  Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management 
B)  Event Management, Incident Management. Change Management and Access Management 
C)  Incident Management, Problem Management, Service Desk, Request Fulfillment and Management 
D)  Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

Question 14

The difference between service metrics and technology metrics is BEST described as?

Accepted Answer

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 
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

Question 15

Which process is responsible for managing all service requests from users?

Accepted Answer

A)  Change fulfillment 
B)  Incident management 
C)  Request fulfillment 
D)  Event management 
A)  Change fulfillment 
B)  Incident management 
C)  Request fulfillment 
D)  Event management

Question 16

Which of the following form part of the five major aspects of service design? 1. Service solutions for new or changed services
2) Management policies and guidelines
3) Business and governance requirements
4) Technology architectures and management architectures

Accepted Answer

A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4 
A)  1 and 2 
B)  2 and 3 
C)  3 and 4 
D)  1 and 4

Question 17

What is the BEST description of an operational level agreement (OLA)?

Accepted Answer

A)  An agreement between the service provider and another part of the same organization 
B)  An agreement between the service provider and an external organization 
C)  A document that describes to a customer how services will be operated on a day-to-day basis 
D)  A document that describes business services to operational staff 
A)  An agreement between the service provider and another part of the same organization 
B)  An agreement between the service provider and an external organization 
C)  A document that describes to a customer how services will be operated on a day-to-day basis 
D)  A document that describes business services to operational staff

Question 18

What must a service level agreement (SLA) define?

Accepted Answer

A)  Legally binding contractual responsibilities or both parties 
B)  Legally binding contractual responsibilities of just the IT service provider 
C)  Key service targets and responsibilities of both the IT service provider and customer 
D)  Key service targets and responsibilities of just the IT service provider 
A)  Legally binding contractual responsibilities or both parties 
B)  Legally binding contractual responsibilities of just the IT service provider 
C)  Key service targets and responsibilities of both the IT service provider and customer 
D)  Key service targets and responsibilities of just the IT service provider

Question 19

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Accepted Answer

A)  Yes: for information purposes, a known error record can be created at any time it is prudent to do so 
B)  No: the Known Error should be created before the problem is logged 
C)  No: a known error record is created when the original incident is raised 
D)  No: a known error record should be created with the next release of the service 
A)  Yes: for information purposes, a known error record can be created at any time it is prudent to do so 
B)  No: the Known Error should be created before the problem is logged 
C)  No: a known error record is created when the original incident is raised 
D)  No: a known error record should be created with the next release of the service

Question 20

What are the categories of event described in the UIL service operation book?

Accepted Answer

A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive 
A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive

Which process lists "Understanding patterns of business activity" as a major role?

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities

Which of the following is the CORRECT definition of a Release Unit?

What should a release policy include?

What is the ITIL guidance relating to the closure of resolved incidents?

In terms of adding value to the business, which one of the following describes service operation s contribution?

Which term describes if a service is fit for use?

Which process works with incident management to ensure that security breaches are detected and logged?

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2) Designing availability into a proposed solution

Which of the following questions does the guidance in service strategy help to answer? (1) What services should we offer and to whom? (2) How do we differentiate ourselves from competing alternatives? (3) How do we create value for our customers?

Which is an important principle of communication in service operation?

What are the processes within Service Operation?

The difference between service metrics and technology metrics is BEST described as?

Which process is responsible for managing all service requests from users?

Which of the following form part of the five major aspects of service design? 1. Service solutions for new or changed services 2) Management policies and guidelines 3) Business and governance requirements 4) Technology architectures and management architectures

What is the BEST description of an operational level agreement (OLA)?

What must a service level agreement (SLA) define?

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

What are the categories of event described in the UIL service operation book?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 2: ITIL Foundation

Which process lists "Understanding patterns of business activity" as a major role?

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities

Which of the following is the CORRECT definition of a Release Unit?

What should a release policy include?

What is the ITIL guidance relating to the closure of resolved incidents?

In terms of adding value to the business, which one of the following describes service operation s contribution?

Which term describes if a service is fit for use?

Which process works with incident management to ensure that security breaches are detected and logged?

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2) Designing availability into a proposed solution

Which of the following questions does the guidance in service strategy help to answer? (1) What services should we offer and to whom? (2) How do we differentiate ourselves from competing alternatives? (3) How do we create value for our customers?

Which is an important principle of communication in service operation?

What are the processes within Service Operation?

The difference between service metrics and technology metrics is BEST described as?

Which process is responsible for managing all service requests from users?

Which of the following form part of the five major aspects of service design? 1. Service solutions for new or changed services 2) Management policies and guidelines 3) Business and governance requirements 4) Technology architectures and management architectures

What is the BEST description of an operational level agreement (OLA)?

What must a service level agreement (SLA) define?

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

What are the categories of event described in the UIL service operation book?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters