Question 1

Which one of the following generates demand for services?

Accepted Answer

A)  Infrastructure trends 
B)  Patterns of business activity (PB
A)  
C)  Cost of providing support 
D)  Service level agreements (SL
A)  
A)  Infrastructure trends 
B)  Patterns of business activity (PB
A)  
C)  Cost of providing support 
D)  Service level agreements (SL
A)

Question 2

Which of the following are aspects of Service Design? (1) Architectures (2) Technology (3) Service Management processes (4) Metrics

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 3

Which of these should a change model include? 1. The steps that should be taken to handle the change
2) Responsibilities; who should do what, including escalation
3) Timescales and thresholds for completion of the actions
4) Complaints procedures

Accepted Answer

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

Question 4

What is NOT within the scope of service catalogue management?

Accepted Answer

A)  Contribution to the definition of services 
B)  Interfaces between all services and supporting services 
C)  Interfaces between the service catalogue and service portfolio 
D)  Fulfillment of business service requests 
A)  Contribution to the definition of services 
B)  Interfaces between all services and supporting services 
C)  Interfaces between the service catalogue and service portfolio 
D)  Fulfillment of business service requests

Question 5

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

Accepted Answer

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

Question 6

Which of the following is NOT a source 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 7

In which of the following should details of a workaround be documented?

Accepted Answer

A)  In a service level agreement (SL
A)  
B)  In a problem record 
C)  In the availability management information system 
D)  In the IT service plan 
A)  In a service level agreement (SL
A)  
B)  In a problem record 
C)  In the availability management information system 
D)  In the IT service plan

Question 8

Which of the following is one of the primary objectives of Service Strategy?

Accepted Answer

A)  To design and build processes that will meet business needs 
B)  To provide detailed specifications for the design of IT services 
C)  To transform Service Management into a strategic asset 
D)  To underscore the importance of services in the global economy 
A)  To design and build processes that will meet business needs 
B)  To provide detailed specifications for the design of IT services 
C)  To transform Service Management into a strategic asset 
D)  To underscore the importance of services in the global economy

Question 9

What guidance does ITIL give on the frequency of production of service reporting?

Accepted Answer

A)  Service reporting intervals must be defined and agreed with the customers 
B)  Reporting intervals should be set by the service provider 
C)  Reports should be produced weekly 
D)  Service reporting intervals must be the same for all services 
A)  Service reporting intervals must be defined and agreed with the customers 
B)  Reporting intervals should be set by the service provider 
C)  Reports should be produced weekly 
D)  Service reporting intervals must be the same for all services

Question 10

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

Accepted Answer

A)  Service transition 
B)  Service level management 
C)  Service operation 
D)  Service design 
A)  Service transition 
B)  Service level management 
C)  Service operation 
D)  Service design

Question 11

Which processes are responsible for the regular review of underpinning contracts?

Accepted Answer

A)  Supplier management and service level management 
B)  Supplier management and change management 
C)  Availability management and service level management 
D)  Supplier management and availability management 
A)  Supplier management and service level management 
B)  Supplier management and change management 
C)  Availability management and service level management 
D)  Supplier management and availability management

Question 12

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Accepted Answer

A)  The IT director 
B)  The process owner 
C)  The service owner 
D)  The customer 
A)  The IT director 
B)  The process owner 
C)  The service owner 
D)  The customer

Question 13

Which of the following is NOT an example of Self-Help capabilities?

Accepted Answer

A)  Requirement to always call the service desk for service requests 
B)  Menu-driven range of self help and service requests 
C)  Web front-end 
D)  A direct interface into the back end process handling software 
A)  Requirement to always call the service desk for service requests 
B)  Menu-driven range of self help and service requests 
C)  Web front-end 
D)  A direct interface into the back end process handling software

Question 14

What is the primary focus of the business management?

Accepted Answer

A)  Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 
B)  Review of all capacity supplier agreements and underpinning contracts with supplier management 
C)  Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 
D)  Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion 
A)  Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 
B)  Review of all capacity supplier agreements and underpinning contracts with supplier management 
C)  Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 
D)  Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Question 15

Which document shows a detailed analysis of business impact and benefits?

Accepted Answer

A)  A return on investment 
B)  Service level requirements 
C)  A business case 
D)  A service level agreement 
A)  A return on investment 
B)  Service level requirements 
C)  A business case 
D)  A service level agreement

Question 16

Which is NOT an objective of the change management process?

Accepted Answer

A)  To ensure that all changes to configuration items are recorded in the configuration management system 
B)  To ensure that changes are recorded and evaluated 
C)  To respond to the business and IT requests for change that will align the services with the business needs 
D)  To deliver and manage IT services at agreed levels to business users 
A)  To ensure that all changes to configuration items are recorded in the configuration management system 
B)  To ensure that changes are recorded and evaluated 
C)  To respond to the business and IT requests for change that will align the services with the business needs 
D)  To deliver and manage IT services at agreed levels to business users

Question 17

Which one of the following activities would be performed by access management?

Accepted Answer

A)  Providing physical security for staff at data centers and other buildings 
B)  Managing access to computer rooms and other secure locations 
C)  Managing access to the service desk 
D)  Managing the rights to use a service or group of services 
A)  Providing physical security for staff at data centers and other buildings 
B)  Managing access to computer rooms and other secure locations 
C)  Managing access to the service desk 
D)  Managing the rights to use a service or group of services

Question 18

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered
2) Those being delivered
3) Those that have been withdrawn from service

Accepted Answer

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

Question 19

Which function is responsible for the closure of an incident record?

Accepted Answer

A)  Event management 
B)  The service desk 
C)  Either the service desk or an appropriate third party engineer 
D)  Any appropriate function 
A)  Event management 
B)  The service desk 
C)  Either the service desk or an appropriate third party engineer 
D)  Any appropriate function

Question 20

In which of the following situations should a Problem Record be created?

Accepted Answer

A)  An event indicates that a redundant network segment has failed but it has not impacted any users 
B)  An Incident is passed to second-level support 
C)  A Technical Management team identifies a permanent resolution to a number of recurring Incidents 
D)  Incident Management has found a workaround but needs some assistance in implementing it 
A)  An event indicates that a redundant network segment has failed but it has not impacted any users 
B)  An Incident is passed to second-level support 
C)  A Technical Management team identifies a permanent resolution to a number of recurring Incidents 
D)  Incident Management has found a workaround but needs some assistance in implementing it

Which one of the following generates demand for services?

Which of the following are aspects of Service Design? (1) Architectures (2) Technology (3) Service Management processes (4) Metrics

Which of these should a change model include? 1. The steps that should be taken to handle the change 2) Responsibilities; who should do what, including escalation 3) Timescales and thresholds for completion of the actions 4) Complaints procedures

What is NOT within the scope of service catalogue management?

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

Which of the following is NOT a source of best practice?

In which of the following should details of a workaround be documented?

Which of the following is one of the primary objectives of Service Strategy?

What guidance does ITIL give on the frequency of production of service reporting?

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

Which processes are responsible for the regular review of underpinning contracts?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Which of the following is NOT an example of Self-Help capabilities?

What is the primary focus of the business management?

Which document shows a detailed analysis of business impact and benefits?

Which is NOT an objective of the change management process?

Which one of the following activities would be performed by access management?

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2) Those being delivered 3) Those that have been withdrawn from service

Which function is responsible for the closure of an incident record?

In which of the following situations should a Problem Record be created?

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 one of the following generates demand for services?

Which of the following are aspects of Service Design? (1) Architectures (2) Technology (3) Service Management processes (4) Metrics

Which of these should a change model include? 1. The steps that should be taken to handle the change 2) Responsibilities; who should do what, including escalation 3) Timescales and thresholds for completion of the actions 4) Complaints procedures

What is NOT within the scope of service catalogue management?

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

Which of the following is NOT a source of best practice?

In which of the following should details of a workaround be documented?

Which of the following is one of the primary objectives of Service Strategy?

What guidance does ITIL give on the frequency of production of service reporting?

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

Which processes are responsible for the regular review of underpinning contracts?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Which of the following is NOT an example of Self-Help capabilities?

What is the primary focus of the business management?

Which document shows a detailed analysis of business impact and benefits?

Which is NOT an objective of the change management process?

Which one of the following activities would be performed by access management?

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2) Those being delivered 3) Those that have been withdrawn from service

Which function is responsible for the closure of an incident record?

In which of the following situations should a Problem Record be created?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters