Question 1

Which process is responsible for managing relationships with vendors?

Accepted Answer

A)  Change management 
B)  Service portfolio management 
C)  Supplier management 
D)  Continual service improvement 
A)  Change management 
B)  Service portfolio management 
C)  Supplier management 
D)  Continual service improvement

Question 2

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Accepted Answer

A)  To decide how IT will engage with suppliers during the service lifecycle 
B)  To proactively prevent all outages to IT services 
C)  To design and build processes that will meet business needs 
D)  To deliver and manage IT services at agreed levels to business users and customers 
A)  To decide how IT will engage with suppliers during the service lifecycle 
B)  To proactively prevent all outages to IT services 
C)  To design and build processes that will meet business needs 
D)  To deliver and manage IT services at agreed levels to business users and customers

Question 3

Which of the following is an objective of business relationship management?

Accepted Answer

A)  To identify patterns of business activity 
B)  To ensure high levels of customer satisfaction 
C)  To secure funding to manage the provision of services 
D)  To ensure strategic plans for IT services exist 
A)  To identify patterns of business activity 
B)  To ensure high levels of customer satisfaction 
C)  To secure funding to manage the provision of services 
D)  To ensure strategic plans for IT services exist

Question 4

Which one of the following is the BEST description of a service request?

Accepted Answer

A)  A request from a user for information, advice or for a standard change 
B)  Anything that the customer wants and is prepared to pay for 
C)  Any request or demand that is entered by a user via a self-help web-based interface 
D)  Any request for change (RF
C)  that is low-risk and which can be approved by the change manager without a change advisory board (CA
B)  meeting 
A)  A request from a user for information, advice or for a standard change 
B)  Anything that the customer wants and is prepared to pay for 
C)  Any request or demand that is entered by a user via a self-help web-based interface 
D)  Any request for change (RF
C)  that is low-risk and which can be approved by the change manager without a change advisory board (CA
B)  meeting

Question 5

Which one of the following is NOT an aim of the change management process?

Accepted Answer

A)  To ensure the impact of changes are understood 
B)  To ensure that changes are recorded and evaluated 
C)  To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) 
D)  To deliver and manage IT services at agreed levels to business users 
A)  To ensure the impact of changes are understood 
B)  To ensure that changes are recorded and evaluated 
C)  To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) 
D)  To deliver and manage IT services at agreed levels to business users

Question 6

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Accepted Answer

A)  Employers 
B)  Stakeholders 
C)  Regulators 
D)  Accreditors 
A)  Employers 
B)  Stakeholders 
C)  Regulators 
D)  Accreditors

Question 7

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Accepted Answer

A)  Service level agreements (SLAs) 
B)  Third-party contracts 
C)  The service portfolio 
D)  Operational level agreements (OLAs) 
A)  Service level agreements (SLAs) 
B)  Third-party contracts 
C)  The service portfolio 
D)  Operational level agreements (OLAs)

Question 8

Which of the following can include steps that will help to resolve an incident? 1. Incident model
2) Known error record

Accepted Answer

A)  1 only 
B)  2only 
C)  Both of the above 
D)  Neither of the above 
A)  1 only 
B)  2only 
C)  Both of the above 
D)  Neither of the above

Question 9

The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:

Accepted Answer

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 
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

Question 10

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?

Accepted Answer

A)  Service and process improvement 
B)  Baseline assessments 
C)  Policy and governance review 
D)  Measurable targets 
A)  Service and process improvement 
B)  Baseline assessments 
C)  Policy and governance review 
D)  Measurable targets

Question 11

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2) Choosing which CIs to record will depend on the level of control an organization wishes to exert.

Accepted Answer

A)  1 only 
B)  2 only 
C)  Both of the above 
D)  Neither of the above 
A)  1 only 
B)  2 only 
C)  Both of the above 
D)  Neither of the above

Question 12

What should a service always deliver to customers?

Accepted Answer

A)  Applications 
B)  Infrastructure 
C)  Value 
D)  Resources 
A)  Applications 
B)  Infrastructure 
C)  Value 
D)  Resources

Question 13

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Accepted Answer

A)  Customers needs 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 suffer and customers needs may not be met within business timescales 
A)  Customers needs 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 suffer and customers needs may not be met within business timescales

Question 14

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Accepted Answer

A)  A capacity database 
B)  A definitive media library 
C)  A request for change 
D)  A known error database 
A)  A capacity database 
B)  A definitive media library 
C)  A request for change 
D)  A known error database

Question 15

How many people should be accountable for a process as defined in the RACI model?

Accepted Answer

A)  As many as necessary to complete the activity 
B)  Only one - the process owner 
C)  Two - the process owner and the process enactor 
D)  Only one - the process architect 
A)  As many as necessary to complete the activity 
B)  Only one - the process owner 
C)  Two - the process owner and the process enactor 
D)  Only one - the process architect

Question 16

Which statement about the service portfolio is TRUE?

Accepted Answer

A)  The service portfolio includes ail services except those managed by third parties 
B)  It is an integral part of the service catalogue 
C)  It allows the organization unlimited resources when planning for new service deployments 
D)  It represents all resources presently engaged or being released in various stages of the service lifecycle 
A)  The service portfolio includes ail services except those managed by third parties 
B)  It is an integral part of the service catalogue 
C)  It allows the organization unlimited resources when planning for new service deployments 
D)  It represents all resources presently engaged or being released in various stages of the service lifecycle

Question 17

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Accepted Answer

A)  Service operation 
B)  Service transition 
C)  Continual service improvement 
D)  Service strategy 
A)  Service operation 
B)  Service transition 
C)  Continual service improvement 
D)  Service strategy

Question 18

Which is an outcome of service design?

Accepted Answer

A)  User training and awareness for the service is maximized 
B)  Services and operational quality are enhanced 
C)  Standard Services are provided quickly and efficiently across the business 
D)  Expectations setting of all stakeholders for the services improved 
A)  User training and awareness for the service is maximized 
B)  Services and operational quality are enhanced 
C)  Standard Services are provided quickly and efficiently across the business 
D)  Expectations setting of all stakeholders for the services improved

Question 19

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Accepted Answer

A)  Service Operation 
B)  Service Strategy 
C)  Service Transition 
D)  Continual Service Improvement 
A)  Service Operation 
B)  Service Strategy 
C)  Service Transition 
D)  Continual Service Improvement

Question 20

Which statement BEST represents the guidance on incident logging?

Accepted Answer

A)  Incidents must only be logged if a resolution is not immediately available 
B)  Only incidents reported to the service desk can be logged 
C)  All incidents must be fully logged 
D)  The service desk decide which incidents to log 
A)  Incidents must only be logged if a resolution is not immediately available 
B)  Only incidents reported to the service desk can be logged 
C)  All incidents must be fully logged 
D)  The service desk decide which incidents to log

Which process is responsible for managing relationships with vendors?

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Which of the following is an objective of business relationship management?

Which one of the following is the BEST description of a service request?

Which one of the following is NOT an aim of the change management process?

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Which of the following can include steps that will help to resolve an incident? 1. Incident model 2) Known error record

The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the same time 2) Choosing which CIs to record will depend on the level of control an organization wishes to exert.

What should a service always deliver to customers?

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

How many people should be accountable for a process as defined in the RACI model?

Which statement about the service portfolio is TRUE?

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Which is an outcome of service design?

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Which statement BEST represents the guidance on incident logging?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

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Exam 2: ITIL Foundation

Which process is responsible for managing relationships with vendors?

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Which of the following is an objective of business relationship management?

Which one of the following is the BEST description of a service request?

Which one of the following is NOT an aim of the change management process?

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Which of the following can include steps that will help to resolve an incident? 1. Incident model 2) Known error record

The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the same time 2) Choosing which CIs to record will depend on the level of control an organization wishes to exert.

What should a service always deliver to customers?

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

How many people should be accountable for a process as defined in the RACI model?

Which statement about the service portfolio is TRUE?

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Which is an outcome of service design?

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Which statement BEST represents the guidance on incident logging?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters