Question 1

With which process is problem management likely to share categorization and impact coding systems?

Accepted Answer

A)  Incident management 
B)  Service asset and configuration management 
C)  Capacity management 
D)  IT service continuity management 
A)  Incident management 
B)  Service asset and configuration management 
C)  Capacity management 
D)  IT service continuity management

Question 2

Which of the following options is a hierarchy that is used in knowledge management?

Accepted Answer

A)  Wisdom - Information - Data - Knowledge 
B)  Data - Information - Knowledge - Wisdom 
C)  Knowledge - Wisdom - Information - Data 
D)  Information - Data - Knowledge - Wisdom 
A)  Wisdom - Information - Data - Knowledge 
B)  Data - Information - Knowledge - Wisdom 
C)  Knowledge - Wisdom - Information - Data 
D)  Information - Data - Knowledge - Wisdom

Question 3

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

Accepted Answer

A)  Service portfolio management 
B)  Service level management 
C)  Service catalogue management 
D)  Service capacity management 
A)  Service portfolio management 
B)  Service level management 
C)  Service catalogue management 
D)  Service capacity management

Question 4

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 customer's successful
2) Enabling the service provider to respond quickly and effectively to changes in the business environment
3) Reduction in the duration and frequency of service outages

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 5

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Accepted Answer

A)  A standard change 
B)  An emergency change 
C)  An internal change 
D)  A normal change 
A)  A standard change 
B)  An emergency change 
C)  An internal change 
D)  A normal change

Question 6

Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers

Accepted Answer

A)  1, 2 and 3 only 
B)  1, 3 and 4 only 
C)  2, 3 and 4 only 
D)  None of the above 
A)  1, 2 and 3 only 
B)  1, 3 and 4 only 
C)  2, 3 and 4 only 
D)  None of the above

Question 7

Which of the following is an example of proactive problem management?

Accepted Answer

A)  Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident 
B)  Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist 
C)  Suspicion or detection of a cause of one or more incidents by the service desk 
D)  Trending of historical incident records to identify one or more underlying causes 
A)  Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident 
B)  Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist 
C)  Suspicion or detection of a cause of one or more incidents by the service desk 
D)  Trending of historical incident records to identify one or more underlying causes

Question 8

Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral
2) It does not prescribe actions
3) ITIL represents best practice

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 9

Which of the following CANNOT be stored and managed by a tool?

Accepted Answer

A)  Data 
B)  Wisdom 
C)  Information 
D)  Knowledge 
A)  Data 
B)  Wisdom 
C)  Information 
D)  Knowledge

Question 10

Which of the following is NOT an objective of request fulfillment?

Accepted Answer

A)  To provide information to users about what services are available and how to request them 
B)  To update the service catalogue with services that may be requested through the service desk 
C)  To provide a channel for users to request and receive standard services 
D)  To source and deliver the components of standard services that have been requested 
A)  To provide information to users about what services are available and how to request them 
B)  To update the service catalogue with services that may be requested through the service desk 
C)  To provide a channel for users to request and receive standard services 
D)  To source and deliver the components of standard services that have been requested

Question 11

Which of the following is NOT an objective of the operations management function?

Accepted Answer

A)  Swift application of skills to diagnose any IT operations failures that occur 
B)  Delivering operational improvements to achieve reduced costs 
C)  Management of the definitive media library (DML) 
D)  Maintenance of status quo to achieve stability of day to day processes and activities 
A)  Swift application of skills to diagnose any IT operations failures that occur 
B)  Delivering operational improvements to achieve reduced costs 
C)  Management of the definitive media library (DML) 
D)  Maintenance of status quo to achieve stability of day to day processes and activities

Question 12

Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

Accepted Answer

A)  Business capacity management 
B)  Supplier capacity management 
C)  Service capacity management 
D)  Component capacity management 
A)  Business capacity management 
B)  Supplier capacity management 
C)  Service capacity management 
D)  Component capacity management

Question 13

Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient processes (4) Design a secure and resilient IT infrastructure.

Accepted Answer

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

Question 14

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action
2) Communication should not take place without a clear audience

Accepted Answer

A)  1 only 
B)  2 only 
C)  Both of the above 
D)  None of the above 
A)  1 only 
B)  2 only 
C)  Both of the above 
D)  None of the above

Question 15

Where should all master copies of controlled software and documentation be stored?

Accepted Answer

A)  In the definitive capacity library 
B)  In the definitive media library 
C)  In the definitive security library 
D)  In the definitive production library 
A)  In the definitive capacity library 
B)  In the definitive media library 
C)  In the definitive security library 
D)  In the definitive production library

Question 16

Which is NOT an example of a pattern of business activity (PBA)?

Accepted Answer

A)  The seasonal variation in customer purchases from a supermarket 
B)  The peak period usage of counter services in a retail bank 
C)  The capacity usage of the network supporting service 
D)  The tendency for a government agency to submit its regulatory reports just before the deadline 
A)  The seasonal variation in customer purchases from a supermarket 
B)  The peak period usage of counter services in a retail bank 
C)  The capacity usage of the network supporting service 
D)  The tendency for a government agency to submit its regulatory reports just before the deadline

Question 17

Which of the following BEST describes a problem?

Accepted Answer

A)  An issue reported by a user 
B)  The cause of two or more incidents 
C)  A serious incident which has a critical impact to the business 
D)  The cause of one or more incidents 
A)  An issue reported by a user 
B)  The cause of two or more incidents 
C)  A serious incident which has a critical impact to the business 
D)  The cause of one or more incidents

Question 18

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Accepted Answer

A)  Local 
B)  Centralized 
C)  Outsourced 
D)  Virtual 
A)  Local 
B)  Centralized 
C)  Outsourced 
D)  Virtual

Question 19

Which of the following is NOT an aim of the Change Management process?

Accepted Answer

A)  Overall business risk is optimized 
B)  Standardized methods and procedures are used for efficient and prompt handling of all Changes 
C)  All budgets and expenditures are accounted for 
D)  All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system 
A)  Overall business risk is optimized 
B)  Standardized methods and procedures are used for efficient and prompt handling of all Changes 
C)  All budgets and expenditures are accounted for 
D)  All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

Question 20

Which of the following BEST describes service strategies value to the business?

Accepted Answer

A)  Allows higher volumes of successful change 
B)  Reduction in unplanned costs through optimized handling of service outages 
C)  Reduction in the duration and frequency of service outages 
D)  Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 
A)  Allows higher volumes of successful change 
B)  Reduction in unplanned costs through optimized handling of service outages 
C)  Reduction in the duration and frequency of service outages 
D)  Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

With which process is problem management likely to share categorization and impact coding systems?

Which of the following options is a hierarchy that is used in knowledge management?

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2) Updating the Supplier and Contract database 3) Planning for possible closure, renewal or extension of contracts 4) Managing relationships with internal suppliers

Which of the following is an example of proactive problem management?

Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2) It does not prescribe actions 3) ITIL represents best practice

Which of the following CANNOT be stored and managed by a tool?

Which of the following is NOT an objective of request fulfillment?

Which of the following is NOT an objective of the operations management function?

Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient processes (4) Design a secure and resilient IT infrastructure.

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2) Communication should not take place without a clear audience

Where should all master copies of controlled software and documentation be stored?

Which is NOT an example of a pattern of business activity (PBA)?

Which of the following BEST describes a problem?

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Which of the following is NOT an aim of the Change Management process?

Which of the following BEST describes service strategies value to the business?

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

With which process is problem management likely to share categorization and impact coding systems?

Which of the following options is a hierarchy that is used in knowledge management?

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2) Updating the Supplier and Contract database 3) Planning for possible closure, renewal or extension of contracts 4) Managing relationships with internal suppliers

Which of the following is an example of proactive problem management?

Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2) It does not prescribe actions 3) ITIL represents best practice

Which of the following CANNOT be stored and managed by a tool?

Which of the following is NOT an objective of request fulfillment?

Which of the following is NOT an objective of the operations management function?

Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient processes (4) Design a secure and resilient IT infrastructure.

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2) Communication should not take place without a clear audience

Where should all master copies of controlled software and documentation be stored?

Which is NOT an example of a pattern of business activity (PBA)?

Which of the following BEST describes a problem?

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Which of the following is NOT an aim of the Change Management process?

Which of the following BEST describes service strategies value to the business?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters