Question 1

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Accepted Answer

A)  Plan 
B)  Do 
C)  Check 
D)  Act 
A)  Plan 
B)  Do 
C)  Check 
D)  Act

Question 2

Which one of the following is NOT a characteristic of a process?

Accepted Answer

A)  It is measureable 
B)  It delivers specific results 
C)  It responds to specific events 
D)  It structure an organization 
A)  It is measureable 
B)  It delivers specific results 
C)  It responds to specific events 
D)  It structure an organization

Question 3

Which of the following are benefits to the business of implementing service transition? 1. Better reuse and sharing of assets across projects and resources
2) Reduced cost to design new services
3) Result in higher volume of successful changes

Accepted Answer

A)  1 and 2 only 
B)  2 and 3 only 
C)  1 and 3 only 
D)  None of the above 
A)  1 and 2 only 
B)  2 and 3 only 
C)  1 and 3 only 
D)  None of the above

Question 4

Which role is accountable for the operational management of a process?

Accepted Answer

A)  Process practitioner 
B)  Process manager 
C)  Service manager 
D)  Change manager 
A)  Process practitioner 
B)  Process manager 
C)  Service manager 
D)  Change manager

Question 5

Which statement about stakeholders is TRUE?

Accepted Answer

A)  Customers, users and suppliers are examples of stakeholders, who may be external to the service provider organization 
B)  External customers are those who work for the same organization as the IT service provider 
C)  Internal customers are always charged for the IT services they receive from the IT service provider organization 
D)  Internal customers purchase services from third-party suppliers by means of a legally binding contract or agreement 
A)  Customers, users and suppliers are examples of stakeholders, who may be external to the service provider organization 
B)  External customers are those who work for the same organization as the IT service provider 
C)  Internal customers are always charged for the IT services they receive from the IT service provider organization 
D)  Internal customers purchase services from third-party suppliers by means of a legally binding contract or agreement

Question 6

Service transition contains detailed descriptions of which processes?

Accepted Answer

A)  Change management, service asset and configuration management, release and deployment management 
B)  Change management, capacity management event management, service request management 
C)  Service level management, service portfolio management, service asset and configuration management 
D)  Service asset and configuration management, release and deployment management, request fulfillment 
A)  Change management, service asset and configuration management, release and deployment management 
B)  Change management, capacity management event management, service request management 
C)  Service level management, service portfolio management, service asset and configuration management 
D)  Service asset and configuration management, release and deployment management, request fulfillment

Question 7

Which of the following is the correct definition of an outcome?

Accepted Answer

A)  The results specific to the clauses in a service level agreement (SL
A)  
B)  The result of carrying out an activity, following a process or delivering an IT service 
C)  All the accumulated knowledge of the service provider 
D)  All incidents reported to the service desk 
A)  The results specific to the clauses in a service level agreement (SL
A)  
B)  The result of carrying out an activity, following a process or delivering an IT service 
C)  All the accumulated knowledge of the service provider 
D)  All incidents reported to the service desk

Question 8

Which of the following CANNOT be provided by a tool?

Accepted Answer

A)  Knowledge 
B)  Information 
C)  Wisdom 
D)  Data 
A)  Knowledge 
B)  Information 
C)  Wisdom 
D)  Data

Question 9

Which of the following is the BEST reason for categorizing incidents?

Accepted Answer

A)  To establish trends for use in problem management and other IT service management (ITSM) activities 
B)  To ensure service levels are met and breaches of agreements are avoided 
C)  To enable the incident management database to be partitioned for greater efficiency 
D)  To identify whether the user is entitled to log an incident for this particular service 
A)  To establish trends for use in problem management and other IT service management (ITSM) activities 
B)  To ensure service levels are met and breaches of agreements are avoided 
C)  To enable the incident management database to be partitioned for greater efficiency 
D)  To identify whether the user is entitled to log an incident for this particular service

Question 10

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

Accepted Answer

A)  Service Operation 
B)  Capacity Management 
C)  Service Design 
D)  Availability Management 
A)  Service Operation 
B)  Capacity Management 
C)  Service Design 
D)  Availability Management

Question 11

Which is the correct combination of Service Management terms across the Lifecycle?

Accepted Answer

A)  1-A, 2-B, 3-C, 4-D 
B)  1-C, 2-D, 3-A, 4-B 
C)  1-C, 2-B, 3-A, 4-D 
D)  1-B, 2-C, 3-D, 4-A 
A)  1-A, 2-B, 3-C, 4-D 
B)  1-C, 2-D, 3-A, 4-B 
C)  1-C, 2-B, 3-A, 4-D 
D)  1-B, 2-C, 3-D, 4-A

Question 12

Which one of the following activities does application management perform?

Accepted Answer

A)  Defining where the vendor of an application should be located 
B)  Ensuring that the required functionality is available to achieve the required business outcome 
C)  Deciding who the vendor of the storage devices will be 
D)  Agreeing the service levels for the service supported by the application 
A)  Defining where the vendor of an application should be located 
B)  Ensuring that the required functionality is available to achieve the required business outcome 
C)  Deciding who the vendor of the storage devices will be 
D)  Agreeing the service levels for the service supported by the application

Question 13

Which statement about Service Level Agreements (SLAs) is CORRECT?

Accepted Answer

A)  They must contain legal wording because of their importance 
B)  There should always be a separate SLA for each specific customer 
C)  The wording must be clear and concise to allow no room for ambiguity 
D)  Changes to the SLA can only be requested by the customer 
A)  They must contain legal wording because of their importance 
B)  There should always be a separate SLA for each specific customer 
C)  The wording must be clear and concise to allow no room for ambiguity 
D)  Changes to the SLA can only be requested by the customer

Question 14

What do customer perceptions and business outcomes help to define?

Accepted Answer

A)  The value of a service 
B)  Governance 
C)  Total cost of ownership (TCO) 
D)  Key performance indicators (KPIs) 
A)  The value of a service 
B)  Governance 
C)  Total cost of ownership (TCO) 
D)  Key performance indicators (KPIs)

Question 15

What are the two MAJOR activities in problem management?

Accepted Answer

A)  Technical and service 
B)  Resource and proactive 
C)  Reactive and technical 
D)  Proactive and reactive 
A)  Technical and service 
B)  Resource and proactive 
C)  Reactive and technical 
D)  Proactive and reactive

Question 16

Which of these statements about resources and capabilities is CORRECT?

Accepted Answer

A)  Resources are types of service asset and capabilities are not 
B)  Resources and capabilities are both types of service asset 
C)  Capabilities are types of service asset and resources are not 
D)  Neither capabilities nor resources are types of service asset 
A)  Resources are types of service asset and capabilities are not 
B)  Resources and capabilities are both types of service asset 
C)  Capabilities are types of service asset and resources are not 
D)  Neither capabilities nor resources are types of service asset

Question 17

Which statement BEST describes the value of the service transition stage to the business?

Accepted Answer

A)  It supports the creation of a catalogue of services? 
B)  It leads to gradual and continual improvement in service quality 
C)  It ensures the production of more successful service designs 
D)  It results in higher volumes of successful change 
A)  It supports the creation of a catalogue of services? 
B)  It leads to gradual and continual improvement in service quality 
C)  It ensures the production of more successful service designs 
D)  It results in higher volumes of successful change

Question 18

Which of the following is an enabler of best practice?

Accepted Answer

A)  Standards 
B)  Technology 
C)  Academic research 
D)  Internal experience 
A)  Standards 
B)  Technology 
C)  Academic research 
D)  Internal experience

Question 19

Which of the following are sources of best practice? 1. Academic research
2) Internal experience
3) Industry practices

Accepted Answer

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

Question 20

Which of the following would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencies

Accepted Answer

A)  1 and 2 only 
B)  1 and 3 only 
C)  2 and 3 only 
D)  None of the above 
A)  1 and 2 only 
B)  1 and 3 only 
C)  2 and 3 only 
D)  None of the above

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Which one of the following is NOT a characteristic of a process?

Which of the following are benefits to the business of implementing service transition? 1. Better reuse and sharing of assets across projects and resources 2) Reduced cost to design new services 3) Result in higher volume of successful changes

Which role is accountable for the operational management of a process?

Which statement about stakeholders is TRUE?

Service transition contains detailed descriptions of which processes?

Which of the following is the correct definition of an outcome?

Which of the following CANNOT be provided by a tool?

Which of the following is the BEST reason for categorizing incidents?

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

Which is the correct combination of Service Management terms across the Lifecycle?

Which one of the following activities does application management perform?

Which statement about Service Level Agreements (SLAs) is CORRECT?

What do customer perceptions and business outcomes help to define?

What are the two MAJOR activities in problem management?

Which of these statements about resources and capabilities is CORRECT?

Which statement BEST describes the value of the service transition stage to the business?

Which of the following is an enabler of best practice?

Which of the following are sources of best practice? 1. Academic research 2) Internal experience 3) Industry practices

Which of the following would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencies

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

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Which one of the following is NOT a characteristic of a process?

Which of the following are benefits to the business of implementing service transition? 1. Better reuse and sharing of assets across projects and resources 2) Reduced cost to design new services 3) Result in higher volume of successful changes

Which role is accountable for the operational management of a process?

Which statement about stakeholders is TRUE?

Service transition contains detailed descriptions of which processes?

Which of the following is the correct definition of an outcome?

Which of the following CANNOT be provided by a tool?

Which of the following is the BEST reason for categorizing incidents?

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

Which is the correct combination of Service Management terms across the Lifecycle?

Which one of the following activities does application management perform?

Which statement about Service Level Agreements (SLAs) is CORRECT?

What do customer perceptions and business outcomes help to define?

What are the two MAJOR activities in problem management?

Which of these statements about resources and capabilities is CORRECT?

Which statement BEST describes the value of the service transition stage to the business?

Which of the following is an enabler of best practice?

Which of the following are sources of best practice? 1. Academic research 2) Internal experience 3) Industry practices

Which of the following would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencies

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters