Question 1

What MAIN factors are considered to assess the priority of an incident?

Accepted Answer

A)  The urgency and impact 
B)  The impact and complexity 
C)  The cost and urgency 
D)  The complexity and cost 
A)  The urgency and impact 
B)  The impact and complexity 
C)  The cost and urgency 
D)  The complexity and cost

Question 2

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Accepted Answer

A)  Return on investment (ROI), value on investment (VOI), quality 
B)  Strategic, tactical and operational 
C)  Critical success factors (CSFs), key performance indicators (KPIs), activities 
D)  Technology, process and service 
A)  Return on investment (ROI), value on investment (VOI), quality 
B)  Strategic, tactical and operational 
C)  Critical success factors (CSFs), key performance indicators (KPIs), activities 
D)  Technology, process and service

Question 3

How is a service delivered between departments of same organization classified?

Accepted Answer

A)  Internal Service 
B)  External Service 
C)  Mission Critical service 
D)  Organizational service. 
A)  Internal Service 
B)  External Service 
C)  Mission Critical service 
D)  Organizational service.

Question 4

Which one of the following statements about incident reporting and logging is CORRECT?

Accepted Answer

A)  Incidents can only be reported by users 
B)  Incidents can be reported by anyone who detects a disruption or potential disruption to normal service 
C)  All calls to the service desk must be logged as incidents 
D)  Incidents reported by technical staff must also be logged as problems 
A)  Incidents can only be reported by users 
B)  Incidents can be reported by anyone who detects a disruption or potential disruption to normal service 
C)  All calls to the service desk must be logged as incidents 
D)  Incidents reported by technical staff must also be logged as problems

Question 5

Which is the correct definition of a customer facing service?

Accepted Answer

A)  One which directly supports the business processes of customers 
B)  A service that cannot be allowed to fail 
C)  One which is not covered by a service level agreement 
D)  A service not directly used by the business 
A)  One which directly supports the business processes of customers 
B)  A service that cannot be allowed to fail 
C)  One which is not covered by a service level agreement 
D)  A service not directly used by the business

Question 6

In the phrase "People, Processes, Products and Partners". Products refers to:

Accepted Answer

A)  IT Infrastructure and Applications 
B)  Services, technology and tools 
C)  Goods provided by third parties to support the IT Services 
D)  All assets belonging to the Service Provider 
A)  IT Infrastructure and Applications 
B)  Services, technology and tools 
C)  Goods provided by third parties to support the IT Services 
D)  All assets belonging to the Service Provider

Question 7

Which of the following statements about incident reporting and logging is CORRECT?

Accepted Answer

A)  Incidents can only be reported by users, since they are the only people who know when a service has been disrupted 
B)  Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff 
C)  All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity 
D)  Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services 
A)  Incidents can only be reported by users, since they are the only people who know when a service has been disrupted 
B)  Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff 
C)  All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity 
D)  Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

Question 8

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Accepted Answer

A)  Event management, incident management, problem management, request fulfilment, and access management 
B)  Event management, incident management, change management, and access management 
C)  Incident management, problem management, service desk, request fulfilment, and event management 
D)  Incident management, service desk, request fulfilment, access management, and event management 
A)  Event management, incident management, problem management, request fulfilment, and access management 
B)  Event management, incident management, change management, and access management 
C)  Incident management, problem management, service desk, request fulfilment, and event management 
D)  Incident management, service desk, request fulfilment, access management, and event management

Question 9

Which is a reason why incident management interfaces with service level management?

Accepted Answer

A)  To ensure that problem records are circulated to all customers 
B)  To ensure that the status of faulty configuration items (CI) is recorded 
C)  To ensure that incident resolution times are aligned with business needs 
D)  To ensure that incident workarounds are acceptable to the customers 
A)  To ensure that problem records are circulated to all customers 
B)  To ensure that the status of faulty configuration items (CI) is recorded 
C)  To ensure that incident resolution times are aligned with business needs 
D)  To ensure that incident workarounds are acceptable to the customers

Question 10

Which of the following should NOT be a concern of Risk Management?

Accepted Answer

A)  To ensure that the organization can continue to operate in the event of a major disruption or disaster 
B)  To ensure that the workplace is a safe environment for its employees and customers 
C)  To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss 
D)  To ensure only the change requests with mitigated risks are approved for implementation 
A)  To ensure that the organization can continue to operate in the event of a major disruption or disaster 
B)  To ensure that the workplace is a safe environment for its employees and customers 
C)  To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss 
D)  To ensure only the change requests with mitigated risks are approved for implementation

Question 11

What is the PRIMARY process for strategic communication with the service provider's customers?

Accepted Answer

A)  Service catalogue management 
B)  Service portfolio management 
C)  Service desk 
D)  Business relationship management 
A)  Service catalogue management 
B)  Service portfolio management 
C)  Service desk 
D)  Business relationship management

Question 12

Which one of the following do major incidents require?

Accepted Answer

A)  Separate procedures 
B)  Less urgency 
C)  Longer timescales 
D)  Less documentation 
A)  Separate procedures 
B)  Less urgency 
C)  Longer timescales 
D)  Less documentation

Question 13

Which is the BEST definition of a supplier?

Accepted Answer

A)  It is a third party responsible for supplying goods or services that are required to deliver IT services 
B)  It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services 
C)  It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement 
D)  It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group 
A)  It is a third party responsible for supplying goods or services that are required to deliver IT services 
B)  It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services 
C)  It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement 
D)  It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

Question 14

Which Function would provide staff to monitor events in an Operations Bridge?

Accepted Answer

A)  Applications Management 
B)  Service Desk 
C)  Technical Management 
D)  IT Operations Management 
A)  Applications Management 
B)  Service Desk 
C)  Technical Management 
D)  IT Operations Management

Question 15

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Accepted Answer

A)  Service Level Management 
B)  Change Management 
C)  Incident Management 
D)  Service Asset and Configuration Management 
A)  Service Level Management 
B)  Change Management 
C)  Incident Management 
D)  Service Asset and Configuration Management

Question 16

Which one of the following is concerned with policy and direction?

Accepted Answer

A)  Capacity management 
B)  Governance 
C)  Service design 
D)  Service level management 
A)  Capacity management 
B)  Governance 
C)  Service design 
D)  Service level management

Question 17

The BEST description of the purpose of Service Operation is?

Accepted Answer

A)  To decide how IT will engage with suppliers during the Service Management Lifecycle 
B)  To proactively prevent all outages to IT Services 
C)  To deliver and support IT Services at agreed levels to business users and customers 
D)  To design and build processes that will meet business needs 
A)  To decide how IT will engage with suppliers during the Service Management Lifecycle 
B)  To proactively prevent all outages to IT Services 
C)  To deliver and support IT Services at agreed levels to business users and customers 
D)  To design and build processes that will meet business needs

Question 18

When tan a known error record tie raised? (1) At any time when it would be useful to do so (2) After a workaround has been found

Accepted Answer

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

Question 19

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

Accepted Answer

A)  Transition planning and support 
B)  Design co-ordination 
C)  Change management 
D)  Service transition management 
A)  Transition planning and support 
B)  Design co-ordination 
C)  Change management 
D)  Service transition management

Question 20

When can a known error record be raised? 1. At any time it would be useful to do so
2) After a workaround has been found

Accepted Answer

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

What MAIN factors are considered to assess the priority of an incident?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

How is a service delivered between departments of same organization classified?

Which one of the following statements about incident reporting and logging is CORRECT?

Which is the correct definition of a customer facing service?

In the phrase "People, Processes, Products and Partners". Products refers to:

Which of the following statements about incident reporting and logging is CORRECT?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Which is a reason why incident management interfaces with service level management?

Which of the following should NOT be a concern of Risk Management?

What is the PRIMARY process for strategic communication with the service provider's customers?

Which one of the following do major incidents require?

Which is the BEST definition of a supplier?

Which Function would provide staff to monitor events in an Operations Bridge?

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Which one of the following is concerned with policy and direction?

The BEST description of the purpose of Service Operation is?

When tan a known error record tie raised? (1) At any time when it would be useful to do so (2) After a workaround has been found

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

When can a known error record be raised? 1. At any time it would be useful to do so 2) After a workaround has been found

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

What MAIN factors are considered to assess the priority of an incident?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

How is a service delivered between departments of same organization classified?

Which one of the following statements about incident reporting and logging is CORRECT?

Which is the correct definition of a customer facing service?

In the phrase "People, Processes, Products and Partners". Products refers to:

Which of the following statements about incident reporting and logging is CORRECT?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Which is a reason why incident management interfaces with service level management?

Which of the following should NOT be a concern of Risk Management?

What is the PRIMARY process for strategic communication with the service provider's customers?

Which one of the following do major incidents require?

Which is the BEST definition of a supplier?

Which Function would provide staff to monitor events in an Operations Bridge?

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Which one of the following is concerned with policy and direction?

The BEST description of the purpose of Service Operation is?

When tan a known error record tie raised? (1) At any time when it would be useful to do so (2) After a workaround has been found

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

When can a known error record be raised? 1. At any time it would be useful to do so 2) After a workaround has been found

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters