Question 1

Which is the CORRECT description of an outcome?

Accepted Answer

A)  The result of carrying out an activity, following a process, or delivering an IT service 
B)  The inputs that trigger an action for an activity, process or IT service 
C)  The prediction of the future demand requirements for an activity, process or IT service 
D)  The design and development of the activities that make up a process or IT service 
A)  The result of carrying out an activity, following a process, or delivering an IT service 
B)  The inputs that trigger an action for an activity, process or IT service 
C)  The prediction of the future demand requirements for an activity, process or IT service 
D)  The design and development of the activities that make up a process or IT service

Question 2

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

Accepted Answer

A)  People, Process, Partners, Suppliers 
B)  People, Process, Products, Technology 
C)  People, Process, Products, Partners 
D)  People, Products, Technology, Partners 
A)  People, Process, Partners, Suppliers 
B)  People, Process, Products, Technology 
C)  People, Process, Products, Partners 
D)  People, Products, Technology, Partners

Question 3

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Accepted Answer

A)  Business services 
B)  Component services 
C)  Supporting services 
D)  Customer services 
A)  Business services 
B)  Component services 
C)  Supporting services 
D)  Customer services

Question 4

To add value to the business, what are the four reasons to monitor and measure?

Accepted Answer

A)  Validate; Direct; Justify; Improve 
B)  Evaluate; Diagnose; Justify; Intervene 
C)  Validate; Direct; Justify; Intervene 
D)  Evaluate; Direct; Justify; Improve 
A)  Validate; Direct; Justify; Improve 
B)  Evaluate; Diagnose; Justify; Intervene 
C)  Validate; Direct; Justify; Intervene 
D)  Evaluate; Direct; Justify; Improve

Question 5

Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Accepted Answer

A)  People, process, partners, performance 
B)  Performance, process, products, problems 
C)  People, process, products, partners 
D)  People, products, perspective, partners 
A)  People, process, partners, performance 
B)  Performance, process, products, problems 
C)  People, process, products, partners 
D)  People, products, perspective, partners

Question 6

Which statement about internal customers is CORRECT?

Accepted Answer

A)  Services are provided to internal customers under contractual agreements 
B)  Internal customers have different organizational objectives from their service provider 
C)  Agreed levels of service are not as important to internal customers 
D)  Internal customers are part of the same organization as the service provider 
A)  Services are provided to internal customers under contractual agreements 
B)  Internal customers have different organizational objectives from their service provider 
C)  Agreed levels of service are not as important to internal customers 
D)  Internal customers are part of the same organization as the service provider

Question 7

Which Functions are included in IT operations management?

Accepted Answer

A)  Network management and application management 
B)  Technical management and change management 
C)  IT operations control and facilities management 
D)  Facilities management and release management 
A)  Network management and application management 
B)  Technical management and change management 
C)  IT operations control and facilities management 
D)  Facilities management and release management

Question 8

What are customers of IT services who work in the same organization as the service provider known as?

Accepted Answer

A)  Strategic customers 
B)  External customers 
C)  Valued customers 
D)  Internal customers 
A)  Strategic customers 
B)  External customers 
C)  Valued customers 
D)  Internal customers

Question 9

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Accepted Answer

A)  Configuration baseline 
B)  Project baseline 
C)  Change baseline 
D)  Asset baseline 
A)  Configuration baseline 
B)  Project baseline 
C)  Change baseline 
D)  Asset baseline

Question 10

Which statement BEST describes the purpose of release and deployment management?

Accepted Answer

A)  To deliver the functionality required by the business while protecting the integrity of existing services 
B)  To ensure that each release package specified by service design consists of a set of related assets and service components 
C)  To ensure that all changes can be tracked, tested and verified if appropriate. 
D)  To record and manage deviations, risks and issues related to the new or changed service 
A)  To deliver the functionality required by the business while protecting the integrity of existing services 
B)  To ensure that each release package specified by service design consists of a set of related assets and service components 
C)  To ensure that all changes can be tracked, tested and verified if appropriate. 
D)  To record and manage deviations, risks and issues related to the new or changed service

Question 11

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles and responsibilities to work on CSI initiatives. (2) Measure and review that the CSI plan is executed and its objectives are being achieved. (3) Identify the scope, objectives and requirements for CSI. (4) Decision on implementation of further enhancement.

Accepted Answer

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

Question 12

Which of the following are CORRECT Service Design Aspects? Service Solutions for new or changed services Management policies and guidelines Business requirements technology and management architectures Process requirements technology 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 13

Which of the following would be examined by a major problem review?
1) Things that were done correctly
2) Things that were done incorrectly
3) How to prevent recurrence
4) What could be done better in the future

Accepted Answer

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

Question 14

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

Accepted Answer

A)  People, Products, Partners, Profit 
B)  People, Process, Products, Partners 
C)  Potential, Preparation, Performance, Profit 
D)  People, Potential, Products, Performance 
A)  People, Products, Partners, Profit 
B)  People, Process, Products, Partners 
C)  Potential, Preparation, Performance, Profit 
D)  People, Potential, Products, Performance

Question 15

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Accepted Answer

A)  Service level management 
B)  Problem management 
C)  Change management 
D)  Event management 
A)  Service level management 
B)  Problem management 
C)  Change management 
D)  Event management

Question 16

What BEST describes an important principle of communication in service operation?

Accepted Answer

A)  It is efficient, effective and economical for all IT services 
B)  It has an intended purpose or a resultant action 
C)  It focuses on creating a relationship between processes and products 
D)  It has responsibility for creating policies 
A)  It is efficient, effective and economical for all IT services 
B)  It has an intended purpose or a resultant action 
C)  It focuses on creating a relationship between processes and products 
D)  It has responsibility for creating policies

Question 17

Which of the following is the BEST description of a centralized service desk?

Accepted Answer

A)  The desk is co-located within or physically close to the user community it serves 
B)  The desk uses technology and other support tools to give the impression that multiple desk locations are in one place 
C)  The desk provides 24 hour global support 
D)  There is a single desk in one location serving the whole organization 
A)  The desk is co-located within or physically close to the user community it serves 
B)  The desk uses technology and other support tools to give the impression that multiple desk locations are in one place 
C)  The desk provides 24 hour global support 
D)  There is a single desk in one location serving the whole organization

Question 18

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Accepted Answer

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

Question 19

Which of the following is NOT defined as part of every process?

Accepted Answer

A)  Roles 
B)  Inputs and outputs 
C)  Functions 
D)  Metrics 
A)  Roles 
B)  Inputs and outputs 
C)  Functions 
D)  Metrics

Question 20

Which statement about the emergency change advisory board (ECAB) is CORRECT

Accepted Answer

A)  The ECAB considers every high priority request for change (RF
C)  
B)  Amongst the duties of the ECAB is the review of completed emergency changes 
C)  The ECAB will be used for emergency changes where there may not be time to call a full CAB 
D)  The ECAB will be chaired by the IT Director 
A)  The ECAB considers every high priority request for change (RF
C)  
B)  Amongst the duties of the ECAB is the review of completed emergency changes 
C)  The ECAB will be used for emergency changes where there may not be time to call a full CAB 
D)  The ECAB will be chaired by the IT Director

Which is the CORRECT description of an outcome?

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

To add value to the business, what are the four reasons to monitor and measure?

Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Which statement about internal customers is CORRECT?

Which Functions are included in IT operations management?

What are customers of IT services who work in the same organization as the service provider known as?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which statement BEST describes the purpose of release and deployment management?

Which of the following are CORRECT Service Design Aspects? Service Solutions for new or changed services Management policies and guidelines Business requirements technology and management architectures Process requirements technology and management architectures

Which of the following would be examined by a major problem review? 1) Things that were done correctly 2) Things that were done incorrectly 3) How to prevent recurrence 4) What could be done better in the future

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

What BEST describes an important principle of communication in service operation?

Which of the following is the BEST description of a centralized service desk?

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Which of the following is NOT defined as part of every process?

Which statement about the emergency change advisory board (ECAB) is CORRECT

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 is the CORRECT description of an outcome?

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

To add value to the business, what are the four reasons to monitor and measure?

Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Which statement about internal customers is CORRECT?

Which Functions are included in IT operations management?

What are customers of IT services who work in the same organization as the service provider known as?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which statement BEST describes the purpose of release and deployment management?

Which of the following are CORRECT Service Design Aspects? Service Solutions for new or changed services Management policies and guidelines Business requirements technology and management architectures Process requirements technology and management architectures

Which of the following would be examined by a major problem review? 1) Things that were done correctly 2) Things that were done incorrectly 3) How to prevent recurrence 4) What could be done better in the future

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

What BEST describes an important principle of communication in service operation?

Which of the following is the BEST description of a centralized service desk?

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Which of the following is NOT defined as part of every process?

Which statement about the emergency change advisory board (ECAB) is CORRECT

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters