Question 1

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Accepted Answer

A)  An agreement with an individual customer group, covering all the services that they use 
B)  An agreement that covers one service for a single customer 
C)  An agreement that covers service specific issues in a multi-level SLA structure 
D)  An agreement that covers one service for all customers of that service 
A)  An agreement with an individual customer group, covering all the services that they use 
B)  An agreement that covers one service for a single customer 
C)  An agreement that covers service specific issues in a multi-level SLA structure 
D)  An agreement that covers one service for all customers of that service

Question 2

Which are the elements of process control?

Accepted Answer

A)  Inputs, outputs and triggers 
B)  Work instructions, procedures and roles 
C)  Resources, capabilities and metrics 
D)  Process owner, policy and objectives 
A)  Inputs, outputs and triggers 
B)  Work instructions, procedures and roles 
C)  Resources, capabilities and metrics 
D)  Process owner, policy and objectives

Question 3

Which of the following statements about processes is INCORRECT?

Accepted Answer

A)  They are units of organizations designed to perform certain types of work 
B)  We must be able to measure them in a relevant manner 
C)  They deliver specific results 
D)  They respond to specific events 
A)  They are units of organizations designed to perform certain types of work 
B)  We must be able to measure them in a relevant manner 
C)  They deliver specific results 
D)  They respond to specific events

Question 4

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Accepted Answer

A)  Where are we now? 
B)  Where do we want to be? 
C)  How do we get there? 
D)  Did we get there? 
A)  Where are we now? 
B)  Where do we want to be? 
C)  How do we get there? 
D)  Did we get there?

Question 5

Which statement about the known error database (KEDB) is CORRECT?

Accepted Answer

A)  It is maintained by the service desk and updated with the details of each new incident 
B)  It is a part of the configuration management database (CMD
B)  and contains workarounds 
C)  It is maintained by problem management and is used by the service desk to help resolve incidents 
D)  It is maintained by incident management and contains solutions to be implemented by problem management 
A)  It is maintained by the service desk and updated with the details of each new incident 
B)  It is a part of the configuration management database (CMD
B)  and contains workarounds 
C)  It is maintained by problem management and is used by the service desk to help resolve incidents 
D)  It is maintained by incident management and contains solutions to be implemented by problem management

Question 6

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Accepted Answer

A)  Availability management 
B)  Capacity management 
C)  Design coordination 
D)  Release management 
A)  Availability management 
B)  Capacity management 
C)  Design coordination 
D)  Release management

Question 7

A process owner is responsible for which of the following? 1. Defining the process strategy
2) Assisting with process design
3) Improving the process
4) Performing all activities involved in a process

Accepted Answer

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

Question 8

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Accepted Answer

A)  Outcome 
B)  Incident 
C)  Change 
D)  Problem 
A)  Outcome 
B)  Incident 
C)  Change 
D)  Problem

Question 9

What BEST describes the value of service design to the business?

Accepted Answer

A)  It supports the creation of a portfolio of quantified services 
B)  It reduces total cost of ownership (TCO) of services 
C)  It improves the control of service assets and configurations 
D)  It provides quick and effective access to standard services 
A)  It supports the creation of a portfolio of quantified services 
B)  It reduces total cost of ownership (TCO) of services 
C)  It improves the control of service assets and configurations 
D)  It provides quick and effective access to standard services

Question 10

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Accepted Answer

A)  Continual Service Improvement 
B)  Service Transition 
C)  Service Design 
D)  Service Operation 
A)  Continual Service Improvement 
B)  Service Transition 
C)  Service Design 
D)  Service Operation

Question 11

Which is NOT within the scope of service transition?

Accepted Answer

A)  Managing major changes or new services into the operational environment. 
B)  Defining how the service provider will meet the customer's required business outcomes. 
C)  Ensuring that emergency changes are assessed for impact before implementation. 
D)  Creating a logical model between the individual components and the overall service. 
A)  Managing major changes or new services into the operational environment. 
B)  Defining how the service provider will meet the customer's required business outcomes. 
C)  Ensuring that emergency changes are assessed for impact before implementation. 
D)  Creating a logical model between the individual components and the overall service.

Question 12

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is
2) Ensuring a working relationship between the customer and service provider
3) Defining how value is created

Accepted Answer

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

Question 13

What can be used to help determine the impact level 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 14

IT Service Continuity strategy should be based on: (1) Design of the service technology (2) Business continuity strategy (3) Business Impact Analysis (4) Risk assessment

Accepted Answer

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

Question 15

Remediation planning is a key part of which process?

Accepted Answer

A)  Capacity management 
B)  Change management 
C)  Financial management for IT services 
D)  Availability management 
A)  Capacity management 
B)  Change management 
C)  Financial management for IT services 
D)  Availability management

Question 16

Which service lifecycle stage provides the following values to the business?

Accepted Answer

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

Question 17

Which one of the following is an objective of release and deployment management?

Accepted Answer

A)  To standardize methods and procedures used for efficient and prompt handling of all changes 
B)  To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS) 
C)  To ensure that the overall business risk of change is optimized 
D)  To define and agree release and deployment plans with customers and stakeholders 
A)  To standardize methods and procedures used for efficient and prompt handling of all changes 
B)  To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS) 
C)  To ensure that the overall business risk of change is optimized 
D)  To define and agree release and deployment plans with customers and stakeholders

Question 18

Which statement about the 'four Ps" of service design is CORRECT?

Accepted Answer

A)  Processes refers to skills and training 
B)  Partners refers to suppliers and vendors 
C)  People refers to technology and tools 
D)  Products refers to procedures and metrics 
A)  Processes refers to skills and training 
B)  Partners refers to suppliers and vendors 
C)  People refers to technology and tools 
D)  Products refers to procedures and metrics

Question 19

Which stage of the change management process deals with what should be done if the change is unsuccessful?

Accepted Answer

A)  Remediation planning 
B)  Categorization 
C)  Prioritization 
D)  Review and close 
A)  Remediation planning 
B)  Categorization 
C)  Prioritization 
D)  Review and close

Question 20

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Accepted Answer

A)  Customer level 
B)  Service level 
C)  Corporate level 
D)  Configuration level 
A)  Customer level 
B)  Service level 
C)  Corporate level 
D)  Configuration level

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Which are the elements of process control?

Which of the following statements about processes is INCORRECT?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Which statement about the known error database (KEDB) is CORRECT?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A process owner is responsible for which of the following? 1. Defining the process strategy 2) Assisting with process design 3) Improving the process 4) Performing all activities involved in a process

What is the result of carrying out an activity, following a process or delivering an IT service known as?

What BEST describes the value of service design to the business?

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Which is NOT within the scope of service transition?

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2) Ensuring a working relationship between the customer and service provider 3) Defining how value is created

What can be used to help determine the impact level of a problem?

IT Service Continuity strategy should be based on: (1) Design of the service technology (2) Business continuity strategy (3) Business Impact Analysis (4) Risk assessment

Remediation planning is a key part of which process?

Which service lifecycle stage provides the following values to the business?

Which one of the following is an objective of release and deployment management?

Which statement about the 'four Ps" of service design is CORRECT?

Which stage of the change management process deals with what should be done if the change is unsuccessful?

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

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 one of the following is the BEST description of a service-based service level agreement (SLA)?

Which are the elements of process control?

Which of the following statements about processes is INCORRECT?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Which statement about the known error database (KEDB) is CORRECT?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A process owner is responsible for which of the following? 1. Defining the process strategy 2) Assisting with process design 3) Improving the process 4) Performing all activities involved in a process

What is the result of carrying out an activity, following a process or delivering an IT service known as?

What BEST describes the value of service design to the business?

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Which is NOT within the scope of service transition?

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2) Ensuring a working relationship between the customer and service provider 3) Defining how value is created

What can be used to help determine the impact level of a problem?

IT Service Continuity strategy should be based on: (1) Design of the service technology (2) Business continuity strategy (3) Business Impact Analysis (4) Risk assessment

Remediation planning is a key part of which process?

Which service lifecycle stage provides the following values to the business?

Which one of the following is an objective of release and deployment management?

Which statement about the 'four Ps" of service design is CORRECT?

Which stage of the change management process deals with what should be done if the change is unsuccessful?

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters