Question 1

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Accepted Answer

A)  Internal 
B)  External 
C)  Service desk 
D)  Shared services unit 
A)  Internal 
B)  External 
C)  Service desk 
D)  Shared services unit

Question 2

Effective release and deployment management enables the service provider to add value to the business by?

Accepted Answer

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 
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

Question 3

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

Accepted Answer

A)  Service level requests 
B)  Changes and Releases 
C)  Password resets 
D)  Incidents and Problems 
A)  Service level requests 
B)  Changes and Releases 
C)  Password resets 
D)  Incidents and Problems

Question 4

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Accepted Answer

A)  Service strategy 
B)  Service design 
C)  Service transition 
D)  Service operation 
A)  Service strategy 
B)  Service design 
C)  Service transition 
D)  Service operation

Question 5

Hierarchic escalation is BEST described as?

Accepted Answer

A)  Notifying more senior levels of management about an incident 
B)  Passing an incident to people with a greater level of technical skill 
C)  Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction 
D)  Failing to meet the incident resolution times specified in a service level agreement 
A)  Notifying more senior levels of management about an incident 
B)  Passing an incident to people with a greater level of technical skill 
C)  Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction 
D)  Failing to meet the incident resolution times specified in a service level agreement

Question 6

Access management is closely related to which other process?

Accepted Answer

A)  Capacity management only 
B)  3rd line support 
C)  Information security management 
D)  Change management 
A)  Capacity management only 
B)  3rd line support 
C)  Information security management 
D)  Change management

Question 7

What are the categories of events described in the ITIL 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

Question 8

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

Accepted Answer

A)  Facilities Management 
B)  Access Management 
C)  Request Fulfillment 
D)  Service Asset and Configuration Management 
A)  Facilities Management 
B)  Access Management 
C)  Request Fulfillment 
D)  Service Asset and Configuration Management

Question 9

Which process is responsible for low risk, frequently occurring, low cost changes?

Accepted Answer

A)  Demand management 
B)  Incident management 
C)  Release and deployment management 
D)  Request fulfillment 
A)  Demand management 
B)  Incident management 
C)  Release and deployment management 
D)  Request fulfillment

Question 10

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Accepted Answer

A)  Service level management 
B)  Financial management 
C)  Demand management 
D)  Risk management 
A)  Service level management 
B)  Financial management 
C)  Demand management 
D)  Risk management

Question 11

Which of the following BEST describes the purpose of access management?

Accepted Answer

A)  To provide a channel for users to request and receive standard services 
B)  Provides the rights for users to be able to use a service or group of services 
C)  To prevent problems and resulting Incidents from happening 
D)  To detect security events and make sense of them 
A)  To provide a channel for users to request and receive standard services 
B)  Provides the rights for users to be able to use a service or group of services 
C)  To prevent problems and resulting Incidents from happening 
D)  To detect security events and make sense of them

Question 12

Who is responsible for defining metrics for change management?

Accepted Answer

A)  The change management process owner 
B)  The change advisory board (CA
B)  
C)  The service owner 
D)  The continual service improvement manager 
A)  The change management process owner 
B)  The change advisory board (CA
B)  
C)  The service owner 
D)  The continual service improvement manager

Question 13

Which is the BEST definition of a Configuration Item (CI)?

Accepted Answer

A)  An item of hardware or software registered in the asset database 
B)  A collection of information used to describe a hardware or software item 
C)  An asset, service component or other item that is, or will be, under the control of Configuration Management 
D)  Information recorded by the Service Desk when an Incident is reported 
A)  An item of hardware or software registered in the asset database 
B)  A collection of information used to describe a hardware or software item 
C)  An asset, service component or other item that is, or will be, under the control of Configuration Management 
D)  Information recorded by the Service Desk when an Incident is reported

Question 14

Which of the following statements about processes is INCORRECT?

Accepted Answer

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" 
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"

Question 15

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics
2) Business continuity strategy
3) Business impact analysis (BIA)
4) Risk assessment

Accepted Answer

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

Question 16

Which process includes business, service and component sub-processes?

Accepted Answer

A)  Capacity management 
B)  Incident management 
C)  Service level management 
D)  Financial management 
A)  Capacity management 
B)  Incident management 
C)  Service level management 
D)  Financial management

Question 17

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Accepted Answer

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? 
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?

Question 18

Which is NOT a sub-process of capacity management?

Accepted Answer

A)  People capacity management 
B)  Component capacity management 
C)  Business capacity management 
D)  Service capacity management 
A)  People capacity management 
B)  Component capacity management 
C)  Business capacity management 
D)  Service capacity management

Question 19

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

Accepted Answer

A)  Service level management 
B)  Service catalogue management 
C)  Demand management 
D)  Service transition 
A)  Service level management 
B)  Service catalogue management 
C)  Demand management 
D)  Service transition

Question 20

What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?

Accepted Answer

A)  Risk Manage 
B)  Risk Coordinator 
C)  Risk Actionee 
D)  Risk Owner 
A)  Risk Manage 
B)  Risk Coordinator 
C)  Risk Actionee 
D)  Risk Owner

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

Effective release and deployment management enables the service provider to add value to the business by?

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Hierarchic escalation is BEST described as?

Access management is closely related to which other process?

What are the categories of events described in the ITIL service operation book?

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

Which process is responsible for low risk, frequently occurring, low cost changes?

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Which of the following BEST describes the purpose of access management?

Who is responsible for defining metrics for change management?

Which is the BEST definition of a Configuration Item (CI)?

Which of the following statements about processes is INCORRECT?

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2) Business continuity strategy 3) Business impact analysis (BIA) 4) Risk assessment

Which process includes business, service and component sub-processes?

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Which is NOT a sub-process of capacity management?

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?

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 of the following is NOT a recognized example of a service provider type within the ITIL framework?

Effective release and deployment management enables the service provider to add value to the business by?

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Hierarchic escalation is BEST described as?

Access management is closely related to which other process?

What are the categories of events described in the ITIL service operation book?

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

Which process is responsible for low risk, frequently occurring, low cost changes?

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Which of the following BEST describes the purpose of access management?

Who is responsible for defining metrics for change management?

Which is the BEST definition of a Configuration Item (CI)?

Which of the following statements about processes is INCORRECT?

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2) Business continuity strategy 3) Business impact analysis (BIA) 4) Risk assessment

Which process includes business, service and component sub-processes?

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Which is NOT a sub-process of capacity management?

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters