Question 1

What BEST describes the purpose of analyzing risk?

Accepted Answer

A)  To assess impact and urgency 
B)  To assess impact and probability 
C)  To review remediation planning 
D)  To review transition planning 
A)  To assess impact and urgency 
B)  To assess impact and probability 
C)  To review remediation planning 
D)  To review transition planning

Question 2

What is the pre-authorized change known as?

Accepted Answer

A)  A normal change 
B)  A retrospective change 
C)  A standard change 
D)  An ordinary change 
A)  A normal change 
B)  A retrospective change 
C)  A standard change 
D)  An ordinary change

Question 3

Customer perceptions and business outcomes help lo define what?

Accepted Answer

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

Question 4

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder
2) It defines activities that are executed by a single function

Accepted Answer

A)  Both of the above 
B)  1 only 
C)  Neither of the above 
D)  2 only 
A)  Both of the above 
B)  1 only 
C)  Neither of the above 
D)  2 only

Question 5

Which of the following is the best definition of service management?

Accepted Answer

A)  The ability to keep services highly available to meet the business needs 
B)  A set of specialized organizational capabilities for providing value to customers in the form of services 
C)  A complete set of all the documentation required to deliver world class services to customers 
D)  An internationally recognized methodology to provide valuable services to customers 
A)  The ability to keep services highly available to meet the business needs 
B)  A set of specialized organizational capabilities for providing value to customers in the form of services 
C)  A complete set of all the documentation required to deliver world class services to customers 
D)  An internationally recognized methodology to provide valuable services to customers

Question 6

What BEST defines serviceability?

Accepted Answer

A)  How quickly a service or component can be restored to normal working order 
B)  How long a service or component can perform its agreed function without failure 
C)  The ability of a third-party supplier to meet the terms of its contract 
D)  The part of the business process that is critical to providing the service 
A)  How quickly a service or component can be restored to normal working order 
B)  How long a service or component can perform its agreed function without failure 
C)  The ability of a third-party supplier to meet the terms of its contract 
D)  The part of the business process that is critical to providing the service

Question 7

Which one of the following would NOT involve event management?

Accepted Answer

A)  Intrusion detection 
B)  Recording and monitoring environmental conditions in the data centre 
C)  Recording service desk staff absence 
D)  Monitoring the status of configuration items 
A)  Intrusion detection 
B)  Recording and monitoring environmental conditions in the data centre 
C)  Recording service desk staff absence 
D)  Monitoring the status of configuration items

Question 8

Which of the following would NOT be contained in a release policy?

Accepted Answer

A)  Naming and numbering conventions 
B)  Entry and exit criteria of the release into testing 
C)  Roles and responsibilities for the release 
D)  The risk register for the release 
A)  Naming and numbering conventions 
B)  Entry and exit criteria of the release into testing 
C)  Roles and responsibilities for the release 
D)  The risk register for the release

Question 9

Which of the following provide value to the business from service strategy?
1) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2) Enabling the service provider to respond quickly and effectively to changes in the business environment
3) Support the creation of a portfolio of quantified services

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 10

Which of the following statements is CORRECT?

Accepted Answer

A)  The CMS is part of the Configuration Management Data Base (CMD
B)  
B)  The KEDB and the CMS form part of the larger SKMS 
C)  The Service Knowledge Management System (SKMS) is part of the CMS 
D)  The Configuration Management System (CMS) is part of the Known Error Data Base (KED
B)  
A)  The CMS is part of the Configuration Management Data Base (CMD
B)  
B)  The KEDB and the CMS form part of the larger SKMS 
C)  The Service Knowledge Management System (SKMS) is part of the CMS 
D)  The Configuration Management System (CMS) is part of the Known Error Data Base (KED
B)

Question 11

What is most likely to cause a loss of faith in the Service Level Management process?

Accepted Answer

A)  Measurements that match the customer's perception of the service 
B)  Clear, concise, unambiguous wording in the Service Level Agreements(SLAs) 
C)  Inclusion of items in the SLA that cannot be effectively measured 
D)  Involving customers in drafting Service Level Requirements 
A)  Measurements that match the customer's perception of the service 
B)  Clear, concise, unambiguous wording in the Service Level Agreements(SLAs) 
C)  Inclusion of items in the SLA that cannot be effectively measured 
D)  Involving customers in drafting Service Level Requirements

Question 12

Which of the following models would be MOST useful in helping to define an organizational structure?

Accepted Answer

A)  RACI model 
B)  Service Model 
C)  Continual Service improvement (CSI) model. 
D)  The Deming Cycle 
A)  RACI model 
B)  Service Model 
C)  Continual Service improvement (CSI) model. 
D)  The Deming Cycle

Question 13

Which of the following activities are helped by recording relationships between Configuration Items (Cis)? (1) Assessing the impact and cause of Incidents and Problems (2) Assessing the impact of proposed Changes (3) Planning and designing a Change to an existing service (4) Planning a technology refresh or software upgrade

Accepted Answer

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

Question 14

Which of these is NOT a responsibility of Application Management?

Accepted Answer

A)  Ensuring that the correct skills are available to manage the infrastructure 
B)  Providing guidance to IT Operations about how best to manage the application 
C)  Deciding whether to buy or build an application 
D)  Assisting in the design of the application 
A)  Ensuring that the correct skills are available to manage the infrastructure 
B)  Providing guidance to IT Operations about how best to manage the application 
C)  Deciding whether to buy or build an application 
D)  Assisting in the design of the application

Question 15

Which one of the following can help determine the level of impact of a problem?

Accepted Answer

A)  Definitive media library (DML) 
B)  Configuration management system (CMS) 
C)  Statement of requirements (SOR) 
D)  Standard operating procedures (SOP) 
A)  Definitive media library (DML) 
B)  Configuration management system (CMS) 
C)  Statement of requirements (SOR) 
D)  Standard operating procedures (SOP)

Question 16

Which describes an interface of incident management with service level management?

Accepted Answer

A)  Incident workarounds 
B)  Creating a problem record 
C)  Incident response times 
D)  The status of faulty Cis 
A)  Incident workarounds 
B)  Creating a problem record 
C)  Incident response times 
D)  The status of faulty Cis

Question 17

Which term is used to describe the prediction and control of income and expenditure within an organization?

Accepted Answer

A)  Charging 
B)  Governance 
C)  Budgeting 
D)  Accounting 
A)  Charging 
B)  Governance 
C)  Budgeting 
D)  Accounting

Question 18

Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?

Accepted Answer

A)  Service strategy 
B)  Service design 
C)  Service transition 
D)  Service operation 
A)  Service strategy 
B)  Service design 
C)  Service transition 
D)  Service operation

Question 19

Which one of the following includes four stages called Plan, Do, Check and Act?

Accepted Answer

A)  The Deming Cycle 
B)  The continual service improvement approach 
C)  The seven-step improvement process 
D)  The service lifecycle 
A)  The Deming Cycle 
B)  The continual service improvement approach 
C)  The seven-step improvement process 
D)  The service lifecycle

Question 20

What is an objective of event management?

Accepted Answer

A)  To maintain user satisfaction with the quality of IT services 
B)  To detect changes of state that have significance for management of an IT service 
C)  To provide a channel for users to receive standard services that they are expecting 
D)  To minimize the impact of incidents due to service failures that cannot be prevented 
A)  To maintain user satisfaction with the quality of IT services 
B)  To detect changes of state that have significance for management of an IT service 
C)  To provide a channel for users to receive standard services that they are expecting 
D)  To minimize the impact of incidents due to service failures that cannot be prevented

What BEST describes the purpose of analyzing risk?

What is the pre-authorized change known as?

Customer perceptions and business outcomes help lo define what?

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2) It defines activities that are executed by a single function

Which of the following is the best definition of service management?

What BEST defines serviceability?

Which one of the following would NOT involve event management?

Which of the following would NOT be contained in a release policy?

Which of the following statements is CORRECT?

What is most likely to cause a loss of faith in the Service Level Management process?

Which of the following models would be MOST useful in helping to define an organizational structure?

Which of these is NOT a responsibility of Application Management?

Which one of the following can help determine the level of impact of a problem?

Which describes an interface of incident management with service level management?

Which term is used to describe the prediction and control of income and expenditure within an organization?

Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?

Which one of the following includes four stages called Plan, Do, Check and Act?

What is an objective of event management?

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

What BEST describes the purpose of analyzing risk?

What is the pre-authorized change known as?

Customer perceptions and business outcomes help lo define what?

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2) It defines activities that are executed by a single function

Which of the following is the best definition of service management?

What BEST defines serviceability?

Which one of the following would NOT involve event management?

Which of the following would NOT be contained in a release policy?

Which of the following statements is CORRECT?

What is most likely to cause a loss of faith in the Service Level Management process?

Which of the following models would be MOST useful in helping to define an organizational structure?

Which of these is NOT a responsibility of Application Management?

Which one of the following can help determine the level of impact of a problem?

Which describes an interface of incident management with service level management?

Which term is used to describe the prediction and control of income and expenditure within an organization?

Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?

Which one of the following includes four stages called Plan, Do, Check and Act?

What is an objective of event management?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters