Question 1

Which role is accountable for a specific service within an organization?

Accepted Answer

A)  The Service Level Manager 
B)  The Business Relationship Manager 
C)  The Service Owner 
D)  The Service Continuity Manager 
A)  The Service Level Manager 
B)  The Business Relationship Manager 
C)  The Service Owner 
D)  The Service Continuity Manager

Question 2

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Accepted Answer

A)  User 
B)  Customer 
C)  Supplier 
D)  Administrator 
A)  User 
B)  Customer 
C)  Supplier 
D)  Administrator

Question 3

Which of the following correctly states the relationship between urgency, priority and impact?

Accepted Answer

A)  Impact, priority and urgency are independent of each other 
B)  Urgency should be based on impact and priority 
C)  Impact should be based on urgency and priority 
D)  Priority should be based on impact and urgency 
A)  Impact, priority and urgency are independent of each other 
B)  Urgency should be based on impact and priority 
C)  Impact should be based on urgency and priority 
D)  Priority should be based on impact and urgency

Question 4

Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in

Accepted Answer

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

Question 5

What is the act of transforming resources and capabilities into valuable service better known as?

Accepted Answer

A)  Service management 
B)  Incident management 
C)  Resource management 
D)  Service support 
A)  Service management 
B)  Incident management 
C)  Resource management 
D)  Service support

Question 6

Which Service Design process makes the most use of data supplied by Demand Management?

Accepted Answer

A)  Service Catalogue Management 
B)  Service Level Management 
C)  IT Service Continuity Management 
D)  Capacity Management 
A)  Service Catalogue Management 
B)  Service Level Management 
C)  IT Service Continuity Management 
D)  Capacity Management

Question 7

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Accepted Answer

A)  Do 
B)  Perform 
C)  Implement 
D)  Measure 
A)  Do 
B)  Perform 
C)  Implement 
D)  Measure

Question 8

Which of the following BEST describes an operational level agreement (OLA)?

Accepted Answer

A)  It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity. 
B)  It is an agreement between a supplier and another part of the same organization that assists with the provision of services. 
C)  It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties. 
D)  It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers. 
A)  It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity. 
B)  It is an agreement between a supplier and another part of the same organization that assists with the provision of services. 
C)  It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties. 
D)  It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.

Question 9

What is the definition of an Alert?

Accepted Answer

A)  An error message to the user of an application 
B)  A warning that a threshold has been reached or that something has changed 
C)  A type of Incident 
D)  An audit report that indicates areas where IT is not performing according to agreed procedures 
A)  An error message to the user of an application 
B)  A warning that a threshold has been reached or that something has changed 
C)  A type of Incident 
D)  An audit report that indicates areas where IT is not performing according to agreed procedures

Question 10

In which document would you expect to see an overview of actual service achievements against targets?

Accepted Answer

A)  Operational level agreement(OL
A)  
B)  Capacity plan 
C)  Service level agreement(SL
A)  
D)  SLA monitoring chart(SLAM) 
A)  Operational level agreement(OL
A)  
B)  Capacity plan 
C)  Service level agreement(SL
A)  
D)  SLA monitoring chart(SLAM)

Question 11

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Accepted Answer

A)  Categorization 
B)  Logging 
C)  Prioritization 
D)  Closure 
A)  Categorization 
B)  Logging 
C)  Prioritization 
D)  Closure

Question 12

Which of the following is a responsibility of Supplier Management?

Accepted Answer

A)  Development, negotiation and agreement of contracts. 
B)  Development, negotiation and agreement of Organizational Level Agreements 
C)  Development, negotiation and agreement of Service Level Agreements. 
D)  Development, negotiation and agreement of Service Portfolio 
A)  Development, negotiation and agreement of contracts. 
B)  Development, negotiation and agreement of Organizational Level Agreements 
C)  Development, negotiation and agreement of Service Level Agreements. 
D)  Development, negotiation and agreement of Service Portfolio

Question 13

In service design, which term describes services, technologies and tools?

Accepted Answer

A)  People 
B)  Partners 
C)  Products 
D)  Processes 
A)  People 
B)  Partners 
C)  Products 
D)  Processes

Question 14

Which process is responsible for ensuring that appropriate testing takes place?

Accepted Answer

A)  Knowledge management 
B)  Release and deployment management 
C)  Service asset and configuration management 
D)  Service level management 
A)  Knowledge management 
B)  Release and deployment management 
C)  Service asset and configuration management 
D)  Service level management

Question 15

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

Accepted Answer

A)  Knowledge Management 
B)  Availability Management 
C)  Service Asset and Configuration Management 
D)  Change Management 
A)  Knowledge Management 
B)  Availability Management 
C)  Service Asset and Configuration Management 
D)  Change Management

Question 16

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Accepted Answer

A)  Event management, incident management, problem management, request fulfillment, and access management 
B)  Event management, incident management, change management, and access management 
C)  Incident management, problem management, service desk, request fulfillment, and event management 
D)  Incident management, service desk, request fulfillment, access management, and event management 
A)  Event management, incident management, problem management, request fulfillment, and access management 
B)  Event management, incident management, change management, and access management 
C)  Incident management, problem management, service desk, request fulfillment, and event management 
D)  Incident management, service desk, request fulfillment, access management, and event management

Question 17

A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk. What should the service desk open?

Accepted Answer

A)  A problem record 
B)  A service request 
C)  An incident record 
D)  An emergency request 
A)  A problem record 
B)  A service request 
C)  An incident record 
D)  An emergency request

Question 18

Which is the CORRECT list of metrics to support CSI activities?

Accepted Answer

A)  Technology, customer and business 
B)  Business, service and technology 
C)  Customer, business and process 
D)  Process, technology and service 
A)  Technology, customer and business 
B)  Business, service and technology 
C)  Customer, business and process 
D)  Process, technology and service

Question 19

What is a characteristic of a process?

Accepted Answer

A)  It requires a specific tool 
B)  It is performance driven and measurable 
C)  It provides generic technical skills and resources 
D)  It does not react to a specific trigger 
A)  It requires a specific tool 
B)  It is performance driven and measurable 
C)  It provides generic technical skills and resources 
D)  It does not react to a specific trigger

Question 20

What should a service design package (SDP) be produced for? 1. A standard change
2) A minor change to a service
3) Removal of a service
4) A major change to a service

Accepted Answer

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

Which role is accountable for a specific service within an organization?

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which of the following correctly states the relationship between urgency, priority and impact?

What is the act of transforming resources and capabilities into valuable service better known as?

Which Service Design process makes the most use of data supplied by Demand Management?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Which of the following BEST describes an operational level agreement (OLA)?

What is the definition of an Alert?

In which document would you expect to see an overview of actual service achievements against targets?

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Which of the following is a responsibility of Supplier Management?

In service design, which term describes services, technologies and tools?

Which process is responsible for ensuring that appropriate testing takes place?

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk. What should the service desk open?

Which is the CORRECT list of metrics to support CSI activities?

What is a characteristic of a process?

What should a service design package (SDP) be produced for? 1. A standard change 2) A minor change to a service 3) Removal of a service 4) A major change to a service

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 role is accountable for a specific service within an organization?

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which of the following correctly states the relationship between urgency, priority and impact?

What is the act of transforming resources and capabilities into valuable service better known as?

Which Service Design process makes the most use of data supplied by Demand Management?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Which of the following BEST describes an operational level agreement (OLA)?

What is the definition of an Alert?

In which document would you expect to see an overview of actual service achievements against targets?

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Which of the following is a responsibility of Supplier Management?

In service design, which term describes services, technologies and tools?

Which process is responsible for ensuring that appropriate testing takes place?

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk. What should the service desk open?

Which is the CORRECT list of metrics to support CSI activities?

What is a characteristic of a process?

What should a service design package (SDP) be produced for? 1. A standard change 2) A minor change to a service 3) Removal of a service 4) A major change to a service

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters