Question 1

One of the five major aspects of Service Design is the design of the service solutions. It includes?

Accepted Answer

A)  Requirements, resources and capabilities needed and agreed 
B)  Only requirements needed and agreed 
C)  Only capabilities needed and agreed 
D)  Only resources and capabilities needed 
A)  Requirements, resources and capabilities needed and agreed 
B)  Only requirements needed and agreed 
C)  Only capabilities needed and agreed 
D)  Only resources and capabilities needed

Question 2

Which CSI step would defining metrics be appropriate for?

Accepted Answer

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

Question 3

Removing or restricting rights to use an IT Service is the responsibility of which process?

Accepted Answer

A)  Access Management 
B)  Incident Management 
C)  Request Fulfillment 
D)  Change Management 
A)  Access Management 
B)  Incident Management 
C)  Request Fulfillment 
D)  Change Management

Question 4

When should tests for a new service be designed?

Accepted Answer

A)  At the same time as the service is designed 
B)  After the service has been designed, before the service is handed over to Service Transition 
C)  As part of Service Transition 
D)  Before the service is designed 
A)  At the same time as the service is designed 
B)  After the service has been designed, before the service is handed over to Service Transition 
C)  As part of Service Transition 
D)  Before the service is designed

Question 5

Which is the correct explanation of the 'R' role in a RACI matrix?

Accepted Answer

A)  This role ensures that activities are executed correctly 
B)  This role has ownership of the end result 
C)  This role is involved in providing knowledge and input 
D)  This role ensures the flow of information to stakeholders 
A)  This role ensures that activities are executed correctly 
B)  This role has ownership of the end result 
C)  This role is involved in providing knowledge and input 
D)  This role ensures the flow of information to stakeholders

Question 6

Which one of the following is a correct definition of a supplier category?

Accepted Answer

A)  Strategic-for suppliers of operational products or services 
B)  Tactical-for relationships involving significant commercial activity and business interaction 
C)  Operational-for suppliers providing low value and/or readily available products and services 
D)  Commodity-for significant partnering relationships that involve senior managers 
A)  Strategic-for suppliers of operational products or services 
B)  Tactical-for relationships involving significant commercial activity and business interaction 
C)  Operational-for suppliers providing low value and/or readily available products and services 
D)  Commodity-for significant partnering relationships that involve senior managers

Question 7

Access Management is closely related to which other processes?

Accepted Answer

A)  Availability Management only 
B)  Information Security Management and 3rd line support 
C)  Information Security Management and Availability Management 
D)  Information Security Management only 
A)  Availability Management only 
B)  Information Security Management and 3rd line support 
C)  Information Security Management and Availability Management 
D)  Information Security Management only

Question 8

Where should the following information be stored? 1. The experience of staff
2) Records of user behaviour
3) Supplier's abilities and requirements
4) User skill levels

Accepted Answer

A)  The forward schedule of change 
B)  The service portfolio 
C)  A configuration management database (CMD
B)  
D)  The service knowledge management system (SKMS) 
A)  The forward schedule of change 
B)  The service portfolio 
C)  A configuration management database (CMD
B)  
D)  The service knowledge management system (SKMS)

Question 9

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Accepted Answer

A)  Service level management 
B)  IT operations management 
C)  Capacity management 
D)  Incident management 
A)  Service level management 
B)  IT operations management 
C)  Capacity management 
D)  Incident management

Question 10

Which is a definition of a risk cause?

Accepted Answer

A)  The impact of a risk on the stage and project tolerance 
B)  The source of a risk 
C)  The overall effect of a risk on the Business Case 
D)  How likely a risk is to occur in a given project situation 
A)  The impact of a risk on the stage and project tolerance 
B)  The source of a risk 
C)  The overall effect of a risk on the Business Case 
D)  How likely a risk is to occur in a given project situation

Question 11

Which of the following BEST describes technical management?

Accepted Answer

A)  A function responsibilities for facilities management and building control systems 
B)  A function that provides hardware repair services for technology involved in the delivery of service to customers 
C)  Senior managers responsibilities for all staff within the technical support function 
D)  A function that includes providing technical expertise and overall management of the IT infrastructure 
A)  A function responsibilities for facilities management and building control systems 
B)  A function that provides hardware repair services for technology involved in the delivery of service to customers 
C)  Senior managers responsibilities for all staff within the technical support function 
D)  A function that includes providing technical expertise and overall management of the IT infrastructure

Question 12

Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident
2) Chronological order of steps to resolve the incident

Accepted Answer

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

Question 13

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Accepted Answer

A)  The service level management 
B)  The IT service continuity management 
C)  The service catalogue management 
D)  The supplier management 
A)  The service level management 
B)  The IT service continuity management 
C)  The service catalogue management 
D)  The supplier management

Question 14

Which function or process would provide staff to monitor events in an operations bridge?

Accepted Answer

A)  Technical management 
B)  IT operations management 
C)  Request fulfillment 
D)  Applications management 
A)  Technical management 
B)  IT operations management 
C)  Request fulfillment 
D)  Applications management

Question 15

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

Accepted Answer

A)  External Customers 
B)  Suppliers 
C)  Operations 
D)  External Consultants 
A)  External Customers 
B)  Suppliers 
C)  Operations 
D)  External Consultants

Question 16

Which are objectives of problem management? 1. Eliminate recurring incidents
2) Minimize the impact of incidents that cannot be prevented
3) Increase visibility and communication of incidents
4) Provide a trigger for the raising of incidents

Accepted Answer

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

Question 17

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Accepted Answer

A)  The Service Level Manager 
B)  The IT Service Continuity Manager 
C)  The Service Catalogue Manager 
D)  The Supplier Manager 
A)  The Service Level Manager 
B)  The IT Service Continuity Manager 
C)  The Service Catalogue Manager 
D)  The Supplier Manager

Question 18

Which of the following is NOT a benefit of using public frameworks and standards?

Accepted Answer

A)  Knowledge of public frameworks is more likely to be widely distributed 
B)  They are always free ensuring they can be implemented quickly 
C)  They are validated across a wide range of environments making them more robust 
D)  They make collaboration between organizations easier by giving a common language 
A)  Knowledge of public frameworks is more likely to be widely distributed 
B)  They are always free ensuring they can be implemented quickly 
C)  They are validated across a wide range of environments making them more robust 
D)  They make collaboration between organizations easier by giving a common language

Question 19

Which of the following sentences BEST describes a Standard Change?

Accepted Answer

A)  A change to the service provider's established policies and guidelines 
B)  A pre-authorized change that has an accepted and established procedure 
C)  A change that is made as the result of an audit 
D)  A change that correctly follows the required change process 
A)  A change to the service provider's established policies and guidelines 
B)  A pre-authorized change that has an accepted and established procedure 
C)  A change that is made as the result of an audit 
D)  A change that correctly follows the required change process

Question 20

Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary
2) Check that the user is satisfied with the outcome

Accepted Answer

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

One of the five major aspects of Service Design is the design of the service solutions. It includes?

Which CSI step would defining metrics be appropriate for?

Removing or restricting rights to use an IT Service is the responsibility of which process?

When should tests for a new service be designed?

Which is the correct explanation of the 'R' role in a RACI matrix?

Which one of the following is a correct definition of a supplier category?

Access Management is closely related to which other processes?

Where should the following information be stored? 1. The experience of staff 2) Records of user behaviour 3) Supplier's abilities and requirements 4) User skill levels

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Which is a definition of a risk cause?

Which of the following BEST describes technical management?

Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2) Chronological order of steps to resolve the incident

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Which function or process would provide staff to monitor events in an operations bridge?

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

Which are objectives of problem management? 1. Eliminate recurring incidents 2) Minimize the impact of incidents that cannot be prevented 3) Increase visibility and communication of incidents 4) Provide a trigger for the raising of incidents

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Which of the following is NOT a benefit of using public frameworks and standards?

Which of the following sentences BEST describes a Standard Change?

Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2) Check that the user is satisfied with the outcome

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

One of the five major aspects of Service Design is the design of the service solutions. It includes?

Which CSI step would defining metrics be appropriate for?

Removing or restricting rights to use an IT Service is the responsibility of which process?

When should tests for a new service be designed?

Which is the correct explanation of the 'R' role in a RACI matrix?

Which one of the following is a correct definition of a supplier category?

Access Management is closely related to which other processes?

Where should the following information be stored? 1. The experience of staff 2) Records of user behaviour 3) Supplier's abilities and requirements 4) User skill levels

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Which is a definition of a risk cause?

Which of the following BEST describes technical management?

Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2) Chronological order of steps to resolve the incident

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Which function or process would provide staff to monitor events in an operations bridge?

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

Which are objectives of problem management? 1. Eliminate recurring incidents 2) Minimize the impact of incidents that cannot be prevented 3) Increase visibility and communication of incidents 4) Provide a trigger for the raising of incidents

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Which of the following is NOT a benefit of using public frameworks and standards?

Which of the following sentences BEST describes a Standard Change?

Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2) Check that the user is satisfied with the outcome

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters