Question 1

Which of the following is MOST concerned with the design of new or changed services?

Accepted Answer

A)  Change management 
B)  Service transition 
C)  Service strategy 
D)  Service design 
A)  Change management 
B)  Service transition 
C)  Service strategy 
D)  Service design

Question 2

Which areas of service management can benefit from automation? 1. Design and modeling
2) Reporting
3) Pattern recognition and analysis
4) Detection and monitoring

Accepted Answer

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

Question 3

The BEST processes to automate are those that are:

Accepted Answer

A)  Carried out by Service Operations 
B)  Carried out by lots of people 
C)  Critical to the success of the business mission 
D)  Simple and well understood 
A)  Carried out by Service Operations 
B)  Carried out by lots of people 
C)  Critical to the success of the business mission 
D)  Simple and well understood

Question 4

Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?

Accepted Answer

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

Question 5

Which of the following areas would not be supported by a Service Design tool?

Accepted Answer

A)  Software design 
B)  Process design 
C)  Environment design 
D)  Strategy design 
A)  Software design 
B)  Process design 
C)  Environment design 
D)  Strategy design

Question 6

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Accepted Answer

A)  Only changes that introduce new services 
B)  It is mandatory that all changes are subject to design coordination activity 
C)  Only changes to business critical systems 
D)  Any change that the organization believes could benefit 
A)  Only changes that introduce new services 
B)  It is mandatory that all changes are subject to design coordination activity 
C)  Only changes to business critical systems 
D)  Any change that the organization believes could benefit

Question 7

Which is used to assess business demand for services?

Accepted Answer

A)  Premium business assets 
B)  Patterns of business activity 
C)  Provider business assets 
D)  Predicted business architecture 
A)  Premium business assets 
B)  Patterns of business activity 
C)  Provider business assets 
D)  Predicted business architecture

Question 8

The definitive media library is the responsibility of:

Accepted Answer

A)  Facilities management 
B)  Access management 
C)  Request fulfillment 
D)  Service asset and configuration management 
A)  Facilities management 
B)  Access management 
C)  Request fulfillment 
D)  Service asset and configuration management

Question 9

Which of the following statements describes the objectives of service asset and configuration management? 1. To identify, control, report and verify service assets and configuration items (CIs)
2) To account for, manage and protect the integrity of service assets and configuration items
3) To establish and maintain an accurate and complete configuration management system
4) To document all security controls together with their operation and maintenance

Accepted Answer

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

Question 10

Which is NOT a purpose of a Product Description?

Accepted Answer

A)  Define the time and cost needed to produce the product 
B)  Define the quality skills required to check the product 
C)  Define the function and appearance of the product 
D)  Define the development skills required to produce the product 
A)  Define the time and cost needed to produce the product 
B)  Define the quality skills required to check the product 
C)  Define the function and appearance of the product 
D)  Define the development skills required to produce the product

Question 11

What is the CORRECT definition of service management?

Accepted Answer

A)  A set of specialized assets for transitioning services into the live operational environment 
B)  A set of specialized organizational capabilities for delivering value to customers in the form of services 
C)  A group of events that meet the demand from customers for services that they receive 
D)  A group of people that manages services to fulfill the needs of users and customers 
A)  A set of specialized assets for transitioning services into the live operational environment 
B)  A set of specialized organizational capabilities for delivering value to customers in the form of services 
C)  A group of events that meet the demand from customers for services that they receive 
D)  A group of people that manages services to fulfill the needs of users and customers

Question 12

Which statement BEST describes the value of service strategy to the business?

Accepted Answer

A)  It allows higher volumes of successful change 
B)  It reduces unplanned costs through optimized handling of service outages 
C)  It reduces the duration and frequency of service outages 
D)  It enables the service provider to understand what levels of service will make their customers successful 
A)  It allows higher volumes of successful change 
B)  It reduces unplanned costs through optimized handling of service outages 
C)  It reduces the duration and frequency of service outages 
D)  It enables the service provider to understand what levels of service will make their customers successful

Question 13

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Accepted Answer

A)  Categorization 
B)  Detection 
C)  Prioritization 
D)  Escalation 
A)  Categorization 
B)  Detection 
C)  Prioritization 
D)  Escalation

Question 14

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

Accepted Answer

A)  To ensure that a service managed and operated accordance with constraints specified during design 
B)  To design and develop capabilities for service management 
C)  To provide good-quality knowledge and information about services 
D)  To plan the resources required to manage a release 
A)  To ensure that a service managed and operated accordance with constraints specified during design 
B)  To design and develop capabilities for service management 
C)  To provide good-quality knowledge and information about services 
D)  To plan the resources required to manage a release

Question 15

What service could include a differentiation as an "excitement factor"?

Accepted Answer

A)  A core service 
B)  An enabling service 
C)  A packaged service 
D)  An enhancing service 
A)  A core service 
B)  An enabling service 
C)  A packaged service 
D)  An enhancing service

Question 16

Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring tools

Accepted Answer

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

Question 17

Which statement about Business Cases is TRUE?

Accepted Answer

A)  Business cases should focus on both the financial and non-financial impacts of the proposed project or service 
B)  Business cases should only focus on the financial impacts of the proposed project to secure support and funding 
C)  Business cases should only focus on the non-financial business impacts of the proposed project to secure proper high-level management support 
D)  Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets 
A)  Business cases should focus on both the financial and non-financial impacts of the proposed project or service 
B)  Business cases should only focus on the financial impacts of the proposed project to secure support and funding 
C)  Business cases should only focus on the non-financial business impacts of the proposed project to secure proper high-level management support 
D)  Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets

Question 18

Which one of the following is the purpose of service level management?

Accepted Answer

A)  To carry out the service operations activities needed to support current IT services 
B)  To ensure that sufficient capacity is provided to deliver the agreed performance of services 
C)  To create and populate a service catalogue 
D)  To ensure that an agreed level of IT service is provided for all current IT services 
A)  To carry out the service operations activities needed to support current IT services 
B)  To ensure that sufficient capacity is provided to deliver the agreed performance of services 
C)  To create and populate a service catalogue 
D)  To ensure that an agreed level of IT service is provided for all current IT services

Question 19

Which is an objective of the service design lifecycle stage?

Accepted Answer

A)  To embed continual service improvement (CSI) in all service design activities 
B)  To ensure that all service design activities use the minimum amount of resources 
C)  To monitor service level targets as agreed in service level agreements 
D)  To create and maintain a portfolio of quantified services 
A)  To embed continual service improvement (CSI) in all service design activities 
B)  To ensure that all service design activities use the minimum amount of resources 
C)  To monitor service level targets as agreed in service level agreements 
D)  To create and maintain a portfolio of quantified services

Question 20

What do customers NOT have ownership of when receiving value from services?

Accepted Answer

A)  Specific costs and outcomes 
B)  Specific costs and risks 
C)  Specific risks and impacts 
D)  Specific outcomes and impacts 
A)  Specific costs and outcomes 
B)  Specific costs and risks 
C)  Specific risks and impacts 
D)  Specific outcomes and impacts

Which of the following is MOST concerned with the design of new or changed services?

Which areas of service management can benefit from automation? 1. Design and modeling 2) Reporting 3) Pattern recognition and analysis 4) Detection and monitoring

The BEST processes to automate are those that are:

Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?

Which of the following areas would not be supported by a Service Design tool?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Which is used to assess business demand for services?

The definitive media library is the responsibility of:

Which is NOT a purpose of a Product Description?

What is the CORRECT definition of service management?

Which statement BEST describes the value of service strategy to the business?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

What service could include a differentiation as an "excitement factor"?

Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring tools

Which statement about Business Cases is TRUE?

Which one of the following is the purpose of service level management?

Which is an objective of the service design lifecycle stage?

What do customers NOT have ownership of when receiving value from services?

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 of the following is MOST concerned with the design of new or changed services?

Which areas of service management can benefit from automation? 1. Design and modeling 2) Reporting 3) Pattern recognition and analysis 4) Detection and monitoring

The BEST processes to automate are those that are:

Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?

Which of the following areas would not be supported by a Service Design tool?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Which is used to assess business demand for services?

The definitive media library is the responsibility of:

Which is NOT a purpose of a Product Description?

What is the CORRECT definition of service management?

Which statement BEST describes the value of service strategy to the business?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

What service could include a differentiation as an "excitement factor"?

Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring tools

Which statement about Business Cases is TRUE?

Which one of the following is the purpose of service level management?

Which is an objective of the service design lifecycle stage?

What do customers NOT have ownership of when receiving value from services?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters