Question 1

Access management is responsible for implementing policies defined in which process?

Accepted Answer

A)  Service portfolio management 
B)  Information security management 
C)  Change management 
D)  Problem management 
A)  Service portfolio management 
B)  Information security management 
C)  Change management 
D)  Problem management

Question 2

Which of the following statement about the service owner is INCORRECT?

Accepted Answer

A)  Carries out the day-to-day monitoring and operation of the service they own 
B)  Contributes to continual improvement affecting the service they own 
C)  Is a stakeholder in all of the IT processes which support the service they own 
D)  Is accountable for a specific service within an organization 
A)  Carries out the day-to-day monitoring and operation of the service they own 
B)  Contributes to continual improvement affecting the service they own 
C)  Is a stakeholder in all of the IT processes which support the service they own 
D)  Is accountable for a specific service within an organization

Question 3

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Accepted Answer

A)  Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented 
B)  Public frameworks are always cheaper to adopt 
C)  Public frameworks are prescriptive and tell you exactly what to do 
D)  Proprietary knowledge has been tested in a wide range of environments 
A)  Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented 
B)  Public frameworks are always cheaper to adopt 
C)  Public frameworks are prescriptive and tell you exactly what to do 
D)  Proprietary knowledge has been tested in a wide range of environments

Question 4

When is it confirmed if a project's objectives have been achieved?

Accepted Answer

A)  During the Closing a Project process 
B)  During the final end stage assessment 
C)  During the Controlling a Stage process 
D)  During the Managing Product Delivery process 
A)  During the Closing a Project process 
B)  During the final end stage assessment 
C)  During the Controlling a Stage process 
D)  During the Managing Product Delivery process

Question 5

Which is a responsibility of a customer within the service level management process?

Accepted Answer

A)  Negotiate third party contracts 
B)  Measure service availability 
C)  Supply good or services 
D)  Agree Service level targets 
A)  Negotiate third party contracts 
B)  Measure service availability 
C)  Supply good or services 
D)  Agree Service level targets

Question 6

What is part of a configuration management system (CMS)? 1. Configuration records
2) Configuration management databases
3) Physical assets
4) Release plans

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

Question 7

Which of the following statements about processes is INCORRECT?

Accepted Answer

A)  They are units of organizations 
B)  They are measurable 
C)  They deliver specific results 
D)  They respond to specific events 
A)  They are units of organizations 
B)  They are measurable 
C)  They deliver specific results 
D)  They respond to specific events

Question 8

Which of the following is NOT a valid objective of problem management?

Accepted Answer

A)  To prevent problems and their resultant Incidents 
B)  To manage problems throughout their lifecycle 
C)  To restore service to a user 
D)  To eliminate recurring incidents 
A)  To prevent problems and their resultant Incidents 
B)  To manage problems throughout their lifecycle 
C)  To restore service to a user 
D)  To eliminate recurring incidents

Question 9

Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes
2) Updates to the change schedule
3) Reviews of completed changes

Accepted Answer

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

Question 10

Which statement BEST describes the stakeholders in service management?

Accepted Answer

A)  A stakeholder can only be the customer of a service 
B)  A stakeholder is any individual or group that has invested their money and time in the services 
C)  A stakeholder can only be the provider of a service 
D)  A stakeholder is any individual or group who has an interest in the management of the services 
A)  A stakeholder can only be the customer of a service 
B)  A stakeholder is any individual or group that has invested their money and time in the services 
C)  A stakeholder can only be the provider of a service 
D)  A stakeholder is any individual or group who has an interest in the management of the services

Question 11

Which of the following statements 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 12

What are Request Models used for?

Accepted Answer

A)  Capacity Management 
B)  Modeling arrival rates and performance characteristics of service requests 
C)  Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote 
D)  Identifying frequently received user requests and defining how they should be handled 
A)  Capacity Management 
B)  Modeling arrival rates and performance characteristics of service requests 
C)  Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote 
D)  Identifying frequently received user requests and defining how they should be handled

Question 13

Which process analyses services that are no longer viable and when they should be retired?

Accepted Answer

A)  Change management 
B)  Service portfolio management 
C)  Service level management 
D)  Business relationship management 
A)  Change management 
B)  Service portfolio management 
C)  Service level management 
D)  Business relationship management

Question 14

What does the 'C' in 'RACI' refer to?

Accepted Answer

A)  Communicate 
B)  Configure 
C)  Customer 
D)  Consult 
A)  Communicate 
B)  Configure 
C)  Customer 
D)  Consult

Question 15

Which of the following statements is CORRECT?

Accepted Answer

A)  IT Service Continuity Management can only take place once Business Continuity Management has been established 
B)  Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management 
C)  Business Continuity Management and IT Service Continuity Management must be established at the same time 
D)  IT Service Continuity Management is not required when IT is outsourced to a third party provider 
A)  IT Service Continuity Management can only take place once Business Continuity Management has been established 
B)  Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management 
C)  Business Continuity Management and IT Service Continuity Management must be established at the same time 
D)  IT Service Continuity Management is not required when IT is outsourced to a third party provider

Question 16

Which statement about IT service-management is CORRECT?

Accepted Answer

A)  It is performed by customers using a mix of IT systems, services and processes 
B)  It is performed by IT service providers using a mix of suppliers and their products 
C)  It is performed by the service desk using a mix of people, process and technology 
D)  It is performed by IT service providers using a mix of people, process and technology 
A)  It is performed by customers using a mix of IT systems, services and processes 
B)  It is performed by IT service providers using a mix of suppliers and their products 
C)  It is performed by the service desk using a mix of people, process and technology 
D)  It is performed by IT service providers using a mix of people, process and technology

Question 17

What is the BEST definition of a definitive media library?

Accepted Answer

A)  It is a secure library in which the latest versions of authorized software items are stored and protected. 
B)  It is a structured document with definitive information regarding all live IT services, including those available for deployment. 
C)  It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected. 
D)  It is a set of tools and databases that is used to manage knowledge, information and data. 
A)  It is a secure library in which the latest versions of authorized software items are stored and protected. 
B)  It is a structured document with definitive information regarding all live IT services, including those available for deployment. 
C)  It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected. 
D)  It is a set of tools and databases that is used to manage knowledge, information and data.

Question 18

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? (1) An internal service provider embedded within a business unit (2) An internal service provider that provides shared IT services (3) An external service provider

Accepted Answer

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

Question 19

How does Problem Management work with Change Management?

Accepted Answer

A)  By installing changes to fix problems 
B)  By negotiating with Incident Management for changes in IT for Problem resolution 
C)  By issuing RFCs for permanent solutions 
D)  By working with users to change their IT configurations 
A)  By installing changes to fix problems 
B)  By negotiating with Incident Management for changes in IT for Problem resolution 
C)  By issuing RFCs for permanent solutions 
D)  By working with users to change their IT configurations

Question 20

Which reason describes why ITIL is so successful?

Accepted Answer

A)  The five ITIL volumes are concise 
B)  It is not tied to any particular vendor platform 
C)  It tells service providers exactly how to be successful 
D)  It is designed to be used to manage projects 
A)  The five ITIL volumes are concise 
B)  It is not tied to any particular vendor platform 
C)  It tells service providers exactly how to be successful 
D)  It is designed to be used to manage projects

Access management is responsible for implementing policies defined in which process?

Which of the following statement about the service owner is INCORRECT?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

When is it confirmed if a project's objectives have been achieved?

Which is a responsibility of a customer within the service level management process?

What is part of a configuration management system (CMS)? 1. Configuration records 2) Configuration management databases 3) Physical assets 4) Release plans

Which of the following statements about processes is INCORRECT?

Which of the following is NOT a valid objective of problem management?

Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes 2) Updates to the change schedule 3) Reviews of completed changes

Which statement BEST describes the stakeholders in service management?

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

What are Request Models used for?

Which process analyses services that are no longer viable and when they should be retired?

What does the 'C' in 'RACI' refer to?

Which of the following statements is CORRECT?

Which statement about IT service-management is CORRECT?

What is the BEST definition of a definitive media library?

How does Problem Management work with Change Management?

Which reason describes why ITIL is so successful?

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

Access management is responsible for implementing policies defined in which process?

Which of the following statement about the service owner is INCORRECT?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

When is it confirmed if a project's objectives have been achieved?

Which is a responsibility of a customer within the service level management process?

What is part of a configuration management system (CMS)? 1. Configuration records 2) Configuration management databases 3) Physical assets 4) Release plans

Which of the following statements about processes is INCORRECT?

Which of the following is NOT a valid objective of problem management?

Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes 2) Updates to the change schedule 3) Reviews of completed changes

Which statement BEST describes the stakeholders in service management?

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

What are Request Models used for?

Which process analyses services that are no longer viable and when they should be retired?

What does the 'C' in 'RACI' refer to?

Which of the following statements is CORRECT?

Which statement about IT service-management is CORRECT?

What is the BEST definition of a definitive media library?

How does Problem Management work with Change Management?

Which reason describes why ITIL is so successful?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters