Question 1

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

Accepted Answer

A)  Extreme focus on cost 
B)  Extreme focus on responsiveness 
C)  Vendor focused 
D)  Extreme internal focus 
A)  Extreme focus on cost 
B)  Extreme focus on responsiveness 
C)  Vendor focused 
D)  Extreme internal focus

Question 2

Which tool helps with defining accountability and responsibility within processes?

Accepted Answer

A)  A CSI register 
B)  A project charter 
C)  A RACI model 
D)  A communications plan 
A)  A CSI register 
B)  A project charter 
C)  A RACI model 
D)  A communications plan

Question 3

What are the three service provider business models?

Accepted Answer

A)  Internal service provider, outsourced 3rd party and off-shore party 
B)  Internal service operations provider, external service operations provider, shared service unit 
C)  Internal service provider, external service provider, outsourced 3rd party 
D)  Internal service provider, external service provider, shared service unit 
A)  Internal service provider, outsourced 3rd party and off-shore party 
B)  Internal service operations provider, external service operations provider, shared service unit 
C)  Internal service provider, external service provider, outsourced 3rd party 
D)  Internal service provider, external service provider, shared service unit

Question 4

What are sources of best practice?

Accepted Answer

A)  Customers, suppliers, advisors 
B)  Industry practices, academic research, training and education 
C)  Substitutes, regulators, customers 
D)  Competition, compliance, commitments 
A)  Customers, suppliers, advisors 
B)  Industry practices, academic research, training and education 
C)  Substitutes, regulators, customers 
D)  Competition, compliance, commitments

Question 5

How is a service delivered between departments of the same organization classified?

Accepted Answer

A)  Internal service 
B)  External service 
C)  Mission critical service 
D)  Organizational service 
A)  Internal service 
B)  External service 
C)  Mission critical service 
D)  Organizational service

Question 6

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

Accepted Answer

A)  The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development 
B)  The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development 
C)  The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment 
D)  Service Catalogue and Service Portfolio are different names for the same thing 
A)  The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development 
B)  The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development 
C)  The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment 
D)  Service Catalogue and Service Portfolio are different names for the same thing

Question 7

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Accepted Answer

A)  Whether to buy an application or build it 
B)  Should application development be outsourced 
C)  Who the vendor of the storage devices will be 
D)  Where the vendor of an application is located 
A)  Whether to buy an application or build it 
B)  Should application development be outsourced 
C)  Who the vendor of the storage devices will be 
D)  Where the vendor of an application is located

Question 8

Which statement should NOT be part of the value proposition for Service Design?

Accepted Answer

A)  Reduced total cost of ownership 
B)  Improved quality of service 
C)  Improved Service alignment with business goals 
D)  Better balance of technical skills to support live services 
A)  Reduced total cost of ownership 
B)  Improved quality of service 
C)  Improved Service alignment with business goals 
D)  Better balance of technical skills to support live services

Question 9

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

Accepted Answer

A)  A functional escalation 
B)  A service level escalation 
C)  An incident resolution 
D)  A hierarchic escalation 
A)  A functional escalation 
B)  A service level escalation 
C)  An incident resolution 
D)  A hierarchic escalation

Question 10

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Accepted Answer

A)  A service option 
B)  A service transition package (STP) 
C)  A service design package (SDP) 
D)  A service charter 
A)  A service option 
B)  A service transition package (STP) 
C)  A service design package (SDP) 
D)  A service charter

Question 11

What is the entry point or the first level of the V model?

Accepted Answer

A)  Service Solution 
B)  Customer / Business Needs 
C)  Service Release 
D)  Service Requirements 
A)  Service Solution 
B)  Customer / Business Needs 
C)  Service Release 
D)  Service Requirements

Question 12

What are the publications that provide guidance specific to industry sectors and organization types known as?

Accepted Answer

A)  The Service Strategy and Service Transition books 
B)  The ITIL Complementary Guidance 
C)  The Service Support and Service Delivery books 
D)  Pocket Guides 
A)  The Service Strategy and Service Transition books 
B)  The ITIL Complementary Guidance 
C)  The Service Support and Service Delivery books 
D)  Pocket Guides

Question 13

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Accepted Answer

A)  Availability Management 
B)  Demand Management 
C)  Financial Management 
D)  Service Level Management 
A)  Availability Management 
B)  Demand Management 
C)  Financial Management 
D)  Service Level Management

Question 14

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Accepted Answer

A)  Each stage should be carried out once in the order Plan-Do-Check-Act 
B)  There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement 
C)  There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement 
D)  The entire cycle should be repeated multiple times to implement Continual Improvement 
A)  Each stage should be carried out once in the order Plan-Do-Check-Act 
B)  There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement 
C)  There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement 
D)  The entire cycle should be repeated multiple times to implement Continual Improvement

Question 15

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Accepted Answer

A)  Service asset and configuration management 
B)  Event management 
C)  Service catalogue management 
D)  Problem management 
A)  Service asset and configuration management 
B)  Event management 
C)  Service catalogue management 
D)  Problem management

Question 16

A plan for managing the end of a supplier contract should be created when?

Accepted Answer

A)  The contract is being negotiated 
B)  The contract is about to be ended 
C)  The Supplier Manager decides that there is a risk the contract might need to end soon 
D)  The contract has been agreed 
A)  The contract is being negotiated 
B)  The contract is about to be ended 
C)  The Supplier Manager decides that there is a risk the contract might need to end soon 
D)  The contract has been agreed

Question 17

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

Accepted Answer

A)  The Service Desk Manager 
B)  The Service Manager 
C)  The Request Fulfillment Process Manager 
D)  The Request Fulfillment Process Owner 
A)  The Service Desk Manager 
B)  The Service Manager 
C)  The Request Fulfillment Process Manager 
D)  The Request Fulfillment Process Owner

Question 18

What BEST defines roles and responsibilities in relation to process and activities?

Accepted Answer

A)  Human resource model 
B)  Configuration baseline 
C)  Service model 
D)  RACI matrix 
A)  Human resource model 
B)  Configuration baseline 
C)  Service model 
D)  RACI matrix

Question 19

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Accepted Answer

A)  Service level management 
B)  Change management 
C)  Incident management 
D)  Service asset and configuration management 
A)  Service level management 
B)  Change management 
C)  Incident management 
D)  Service asset and configuration management

Question 20

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

Accepted Answer

A)  Operational contract 
B)  Underpinning contract 
C)  Serviceability contract 
D)  Service level contract 
A)  Operational contract 
B)  Underpinning contract 
C)  Serviceability contract 
D)  Service level contract

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

Which tool helps with defining accountability and responsibility within processes?

What are the three service provider business models?

What are sources of best practice?

How is a service delivered between departments of the same organization classified?

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Which statement should NOT be part of the value proposition for Service Design?

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

What is the entry point or the first level of the V model?

What are the publications that provide guidance specific to industry sectors and organization types known as?

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A plan for managing the end of a supplier contract should be created when?

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

What BEST defines roles and responsibilities in relation to process and activities?

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 2: ITIL Foundation

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

Which tool helps with defining accountability and responsibility within processes?

What are the three service provider business models?

What are sources of best practice?

How is a service delivered between departments of the same organization classified?

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Which statement should NOT be part of the value proposition for Service Design?

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

What is the entry point or the first level of the V model?

What are the publications that provide guidance specific to industry sectors and organization types known as?

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A plan for managing the end of a supplier contract should be created when?

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

What BEST defines roles and responsibilities in relation to process and activities?

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters