Question 1

Which is an example of an internal customer?

Accepted Answer

A)  A customer who has a contract with an internet service provider for a broadband connection 
B)  The HR department whose payroll service is provided by their organization's IT department 
C)  An IT department that uses a network service obtained from a supplier 
D)  A retail bank that outsources its infrastructure to a third-party supplier 
A)  A customer who has a contract with an internet service provider for a broadband connection 
B)  The HR department whose payroll service is provided by their organization's IT department 
C)  An IT department that uses a network service obtained from a supplier 
D)  A retail bank that outsources its infrastructure to a third-party supplier

Question 2

Which service transition process provides guidance about converting data into information?

Accepted Answer

A)  Change evaluation 
B)  Knowledge management 
C)  Service validation and testing 
D)  Service asset and configuration management 
A)  Change evaluation 
B)  Knowledge management 
C)  Service validation and testing 
D)  Service asset and configuration management

Question 3

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

Accepted Answer

A)  Service strategy 
B)  Service transition planning and support 
C)  Service level management 
D)  Change management 
A)  Service strategy 
B)  Service transition planning and support 
C)  Service level management 
D)  Change management

Question 4

What three elements make up the Service Portfolio?

Accepted Answer

A)  Customer portfolio, service catalogue and retired services 
B)  Customer portfolio, configuration management system and service catalogue 
C)  Service pipeline, service catalogue and retired services 
D)  Service pipeline, configuration management system and service catalogue 
A)  Customer portfolio, service catalogue and retired services 
B)  Customer portfolio, configuration management system and service catalogue 
C)  Service pipeline, service catalogue and retired services 
D)  Service pipeline, configuration management system and service catalogue

Question 5

Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment (3) Supporting systems, tools and procedures. (4) Handover activities and responsibilities

Accepted Answer

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

Question 6

Which one of the following 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 which 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 which will meet business needs 
D)  To deliver and manage IT services at agreed levels to business users and customers

Question 7

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Accepted Answer

A)  A service object 
B)  An incident 
C)  A change 
D)  A known error 
A)  A service object 
B)  An incident 
C)  A change 
D)  A known error

Question 8

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

Accepted Answer

A)  A Problem model 
B)  A Service Improvement Plan (SIP) 
C)  A Request for Change (RF
C)  
D)  A Business Case 
A)  A Problem model 
B)  A Service Improvement Plan (SIP) 
C)  A Request for Change (RF
C)  
D)  A Business Case

Question 9

Which of the following is NOT an objective of the Operations Management function?

Accepted Answer

A)  Swift application of skills to diagnose any IT Operations failures that occur 
B)  Regular scrutiny and improvements to achieve improved service at reduced costs 
C)  First line Incident investigation and diagnosis logged by users 
D)  Maintenance of status quo to achieve stability of day to day processes and activities 
A)  Swift application of skills to diagnose any IT Operations failures that occur 
B)  Regular scrutiny and improvements to achieve improved service at reduced costs 
C)  First line Incident investigation and diagnosis logged by users 
D)  Maintenance of status quo to achieve stability of day to day processes and activities

Question 10

What does the continual service improvement (CSI) approach enable a business to achieve?

Accepted Answer

A)  It keeps the communication going within the business 
B)  It helps the business in making decisions on improvement initiatives 
C)  It helps the stakeholders understand their customers 
D)  It dictates the way the business interacts with external suppliers 
A)  It keeps the communication going within the business 
B)  It helps the business in making decisions on improvement initiatives 
C)  It helps the stakeholders understand their customers 
D)  It dictates the way the business interacts with external suppliers

Question 11

Which ITIL process is used to restore normal service operation as quickly as possible?

Accepted Answer

A)  Service level management 
B)  Incident management 
C)  Problem management 
D)  Availability management 
A)  Service level management 
B)  Incident management 
C)  Problem management 
D)  Availability management

Question 12

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Accepted Answer

A)  Suppliers, manufacturers and vendors 
B)  Customers 
C)  Internal departments 
D)  The facilities management function 
A)  Suppliers, manufacturers and vendors 
B)  Customers 
C)  Internal departments 
D)  The facilities management function

Question 13

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow
2) Measurement and reporting
3) Release and deployment
4) Process design

Accepted Answer

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

Question 14

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Accepted Answer

A)  The SLA covers one service, for all the customers of that service 
B)  The SLA covers an individual customer group for all services they use 
C)  An SLA that covers all customers for all services 
D)  An SLA for a service with no customers 
A)  The SLA covers one service, for all the customers of that service 
B)  The SLA covers an individual customer group for all services they use 
C)  An SLA that covers all customers for all services 
D)  An SLA for a service with no customers

Question 15

Which statement about change management is CORRECT?

Accepted Answer

A)  It optimizes overall business risk 
B)  It optimizes financial exposure 
C)  It ensures that all changes are authorized by the change advisory board (CA
B)  
D)  It ensures that service requests follow the normal change management process 
A)  It optimizes overall business risk 
B)  It optimizes financial exposure 
C)  It ensures that all changes are authorized by the change advisory board (CA
B)  
D)  It ensures that service requests follow the normal change management process

Question 16

Which of the following identifies the purpose of design coordination?

Accepted Answer

A)  Provide a single point of control for all activities and processes within the service design stage of the lifecycle 
B)  Ensuring all service designs have availability designed into them 
C)  Designing of all the links between every service design process and all other processes in the service lifecycle 
D)  Control of all supplier relationships from design right through to the production environment 
A)  Provide a single point of control for all activities and processes within the service design stage of the lifecycle 
B)  Ensuring all service designs have availability designed into them 
C)  Designing of all the links between every service design process and all other processes in the service lifecycle 
D)  Control of all supplier relationships from design right through to the production environment

Question 17

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

Accepted Answer

A)  Technology, customer, user 
B)  Corporate, customer, service 
C)  Corporate, customer, technology 
D)  Service, user, IT 
A)  Technology, customer, user 
B)  Corporate, customer, service 
C)  Corporate, customer, technology 
D)  Service, user, IT

Question 18

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Accepted Answer

A)  A change 
B)  A change model 
C)  A change request 
D)  A change advisory board 
A)  A change 
B)  A change model 
C)  A change request 
D)  A change advisory board

Question 19

Which of the following is the BEST definition of an Incident?

Accepted Answer

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 
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

Question 20

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Accepted Answer

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

Which is an example of an internal customer?

Which service transition process provides guidance about converting data into information?

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

What three elements make up the Service Portfolio?

Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment (3) Supporting systems, tools and procedures. (4) Handover activities and responsibilities

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

Which of the following is NOT an objective of the Operations Management function?

What does the continual service improvement (CSI) approach enable a business to achieve?

Which ITIL process is used to restore normal service operation as quickly as possible?

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2) Measurement and reporting 3) Release and deployment 4) Process design

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Which statement about change management is CORRECT?

Which of the following identifies the purpose of design coordination?

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Which of the following is the BEST definition of an Incident?

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

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 is an example of an internal customer?

Which service transition process provides guidance about converting data into information?

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

What three elements make up the Service Portfolio?

Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment (3) Supporting systems, tools and procedures. (4) Handover activities and responsibilities

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

Which of the following is NOT an objective of the Operations Management function?

What does the continual service improvement (CSI) approach enable a business to achieve?

Which ITIL process is used to restore normal service operation as quickly as possible?

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2) Measurement and reporting 3) Release and deployment 4) Process design

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Which statement about change management is CORRECT?

Which of the following identifies the purpose of design coordination?

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Which of the following is the BEST definition of an Incident?

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters