Question 1

Which of the following are types of service defined in ITIL? 1. Enabling
2) Core
3) Enhancing
4) Computer

Accepted Answer

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

Question 2

Why is it important for service providers to understand patterns of business activity (PBA)?

Accepted Answer

A)  PBA are based on organizational roles and responsibilities 
B)  IT service providers CANNOT schedule changes until they understand PBA 
C)  Demand for the services delivered by service providers are directly influenced by PBA 
D)  Understanding PBA is the only way to enable accurate service level reporting 
A)  PBA are based on organizational roles and responsibilities 
B)  IT service providers CANNOT schedule changes until they understand PBA 
C)  Demand for the services delivered by service providers are directly influenced by PBA 
D)  Understanding PBA is the only way to enable accurate service level reporting

Question 3

Where are the details of core and enhancing service provided?

Accepted Answer

A)  The definitive media library. 
B)  The configuration management system. 
C)  The service portfolio. 
D)  The service catalogue. 
A)  The definitive media library. 
B)  The configuration management system. 
C)  The service portfolio. 
D)  The service catalogue.

Question 4

Which of the following is NOT a purpose of Service Transition?

Accepted Answer

A)  To ensure that a service can be managed, operated and supported 
B)  To provide training and certification in project management 
C)  To provide quality knowledge of Change, Release and Deployment Management 
D)  To plan and manage the capacity and resource requirements to manage a release 
A)  To ensure that a service can be managed, operated and supported 
B)  To provide training and certification in project management 
C)  To provide quality knowledge of Change, Release and Deployment Management 
D)  To plan and manage the capacity and resource requirements to manage a release

Question 5

Which of the following processes are performed by the service desk? 1. Capacity management
2) Request fulfillment
3) Demand management
4) Incident management

Accepted Answer

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

Question 6

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Accepted Answer

A)  RACI model 
B)  Incident model 
C)  Continual service improvement (CSI) approach 
D)  The Deming Cycle 
A)  RACI model 
B)  Incident model 
C)  Continual service improvement (CSI) approach 
D)  The Deming Cycle

Question 7

Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

Accepted Answer

A)  Definitive Media Library 
B)  Definitive Software Store 
C)  Service Knowledge Management System 
D)  Software Secure Library 
A)  Definitive Media Library 
B)  Definitive Software Store 
C)  Service Knowledge Management System 
D)  Software Secure Library

Question 8

Service Acceptance criteria are used to?

Accepted Answer

A)  Ensure the design stage of the Lifecycle 
B)  Ensure Portfolio Management is in place 
C)  Ensure delivery and support of a service 
D)  Ensure service Key Performance Indicators (KPIs) are reported 
A)  Ensure the design stage of the Lifecycle 
B)  Ensure Portfolio Management is in place 
C)  Ensure delivery and support of a service 
D)  Ensure service Key Performance Indicators (KPIs) are reported

Question 9

Identify the input to the Problem Management process.

Accepted Answer

A)  Request for Change 
B)  Problem Resolution 
C)  Incident Records 
D)  New Known Errors 
A)  Request for Change 
B)  Problem Resolution 
C)  Incident Records 
D)  New Known Errors

Question 10

When should a known error be raised?

Accepted Answer

A)  Only when the root cause is found and a workaround exists 
B)  As soon as it becomes useful to do so 
C)  Only when the error in the IT Service is found 
D)  As soon as the major problem procedure is executed 
A)  Only when the root cause is found and a workaround exists 
B)  As soon as it becomes useful to do so 
C)  Only when the error in the IT Service is found 
D)  As soon as the major problem procedure is executed

Question 11

Which process would you MOST expect to be involved in the management of underpinning contracts?

Accepted Answer

A)  Change management 
B)  Service catalogue management 
C)  Supplier management 
D)  Release and deployment management 
A)  Change management 
B)  Service catalogue management 
C)  Supplier management 
D)  Release and deployment management

Question 12

Availability management is directly responsible for the availability of which of the following?

Accepted Answer

A)  IT services and components 
B)  IT services and business processes 
C)  Components and business processes 
D)  IT services, components and business processes 
A)  IT services and components 
B)  IT services and business processes 
C)  Components and business processes 
D)  IT services, components and business processes

Question 13

What processes represent the scope of financial management for IT services?

Accepted Answer

A)  Budgeting, costing and charging 
B)  Budgeting, accounting and charging 
C)  Cost models and invoicing 
D)  Charging, accounting and billing 
A)  Budgeting, costing and charging 
B)  Budgeting, accounting and charging 
C)  Cost models and invoicing 
D)  Charging, accounting and billing

Question 14

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

Accepted Answer

A)  To ensure that a service can be managed and operated in 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 can be managed and operated in 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

A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service
2) A major change to an IT service
3) An emergency change to an IT service
4) An IT service retirement

Accepted Answer

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

Question 16

Which types of communication would the functions within service operation use? 1. Communication between data centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication

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 17

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? (1) Risk assessment (2) Testing of resilience mechanisms (3) Monitoring of component availability

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 18

Which statement is CORRECT?

Accepted Answer

A)  A function is a set of responsibilities allocated to a service manager 
B)  A process is a team or group of people and the tools they use to perform one or more activities 
C)  A function is a set of specialized organizational capabilities 
D)  A process is a structured set of activities designed to accomplish a specific objective 
A)  A function is a set of responsibilities allocated to a service manager 
B)  A process is a team or group of people and the tools they use to perform one or more activities 
C)  A function is a set of specialized organizational capabilities 
D)  A process is a structured set of activities designed to accomplish a specific objective

Question 19

Which processes ensure the targets in the underpinning contracts are appropriate?

Accepted Answer

A)  Design coordination and service level management 
B)  Supplier management and service level management 
C)  Service level management and availability management 
D)  Configuration management and service portfolio management 
A)  Design coordination and service level management 
B)  Supplier management and service level management 
C)  Service level management and availability management 
D)  Configuration management and service portfolio management

Question 20

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

Accepted Answer

A)  The Asset Register 
B)  The Service Knowledge Management System 
C)  The Known Error Database 
D)  The Information Management System 
A)  The Asset Register 
B)  The Service Knowledge Management System 
C)  The Known Error Database 
D)  The Information Management System

Which of the following are types of service defined in ITIL? 1. Enabling 2) Core 3) Enhancing 4) Computer

Why is it important for service providers to understand patterns of business activity (PBA)?

Where are the details of core and enhancing service provided?

Which of the following is NOT a purpose of Service Transition?

Which of the following processes are performed by the service desk? 1. Capacity management 2) Request fulfillment 3) Demand management 4) Incident management

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

Service Acceptance criteria are used to?

Identify the input to the Problem Management process.

When should a known error be raised?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Availability management is directly responsible for the availability of which of the following?

What processes represent the scope of financial management for IT services?

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

A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2) A major change to an IT service 3) An emergency change to an IT service 4) An IT service retirement

Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2) Communication related to changes 3) Performance reporting 4) Routine operational communication

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? (1) Risk assessment (2) Testing of resilience mechanisms (3) Monitoring of component availability

Which statement is CORRECT?

Which processes ensure the targets in the underpinning contracts are appropriate?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 2: ITIL Foundation

Which of the following are types of service defined in ITIL? 1. Enabling 2) Core 3) Enhancing 4) Computer

Why is it important for service providers to understand patterns of business activity (PBA)?

Where are the details of core and enhancing service provided?

Which of the following is NOT a purpose of Service Transition?

Which of the following processes are performed by the service desk? 1. Capacity management 2) Request fulfillment 3) Demand management 4) Incident management

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

Service Acceptance criteria are used to?

Identify the input to the Problem Management process.

When should a known error be raised?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Availability management is directly responsible for the availability of which of the following?

What processes represent the scope of financial management for IT services?

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

A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2) A major change to an IT service 3) An emergency change to an IT service 4) An IT service retirement

Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2) Communication related to changes 3) Performance reporting 4) Routine operational communication

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? (1) Risk assessment (2) Testing of resilience mechanisms (3) Monitoring of component availability

Which statement is CORRECT?

Which processes ensure the targets in the underpinning contracts are appropriate?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters