Question1: Which is an objective of the service design lifecycle stage?
Question2: Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
Question3: The consideration of value creation is a principle of which stage of the service lifecycle?
Question4: What BEST describes an important principle of communication in service operation?
Question5: Which process is responsible for the availability, confidentiality and integrity of data?
Question6: In terms of adding value to the business, which one of the following describes service operation s contribution?
Question7: Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Question8: Hierarchic escalation is BEST described as?
Question9: The definitive media library is the responsibility of:
Question10: Which process is responsible for low risk, frequently occurring, low cost changes?
Question11: Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Question12: In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Question13: Which process is responsible for providing the rights to use an IT service?
Question14: Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Question15: Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Question16: Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Question17: Which role is accountable for the operational management of a process?
Question18: What is the primary focus of business capacity management?
Question19: Which of the following would NOT be contained in a release policy?
Question20: What BEST defines roles and responsibilities in relation to process and activities?
Question21: Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
Question22: Access management is closely related to which other process?
Question23: Which of the following is an objective of business relationship management?
Question24: What are the two MAJOR activities in problem management?
Question25: Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Question26: Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
Question27: What is the primary focus of the business management?
Question28: What are the three service provider business models?
Question29: Which of the following is the best definition of IT service management?
Question30: The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
Question31: What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Question32: Which process is responsible for ensuring that appropriate testing takes place?
Question33: An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
Question34: Which is a reason why incident management interfaces with service level management?
Question35: Which two processes will contribute MOST to enabling effective problem detection?
Question36: Which is NOT a service desk type described in the ITIL service operation guidance?
Question37: Which of the following BEST describes technical management?
Question38: Which one of the following is the BEST description of a service request?
Question39: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Question40: What is an objective of event management?
Question41: Which one of the following is an objective of service catalogue management?
Question42: What should a release policy include?
Question43: Which one of the following is an objective of release and deployment management?
Question44: In service design, which term describes services, technologies and tools?
Question45: Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Question46: Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
Question47: Which process is responsible for managing relationships with vendors?
Question48: Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Question49: Which one of the following functions would be responsible for the management of a data centre?
Question50: Which processes are responsible for the regular review of underpinning contracts?
Question51: What are customers of IT services who work in the same organization as the service provider known as?
Question52: Which of the following identifies the purpose of design coordination?
Question53: Which of the following is an example of proactive problem management?
Question54: A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Question55: Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Question56: Which of the following BEST describes an operational level agreement (OLA)?
Question57: Which of the following is NOT an objective of Continual Service Improvement?
Question58: Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Question59: What is the result of carrying out an activity, following a process or delivering an IT service known as?
Question60: Which of the following BEST describes a problem?
Question61: 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
Question62: What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question63: Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Question64: Which is the CORRECT list of metrics to support CSI activities?
Question65: What guidance does ITIL give on the frequency of production of service reporting?
Question66: The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Question67: Which process is responsible for discussing reports with customers showing whether services have met their targets?
Question68: What BEST defines serviceability?
Question69: Which one of the following is the purpose of service level management?
Question70: The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Question71: Which one of the following is an objective of service transition?
Question72: Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
Question73: Which of the following is the BEST description of a centralized service desk?
Question74: What term describes assurance that a product or service will meet its agreed requirements?
Question75: Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Question76: Which one of the following do technology metrics measure?
Question77: What are sources of best practice?
Question78: Where would you expect incident resolution targets to be documented?
Question79: Which statement about stakeholders is TRUE?
Question80: Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Question81: Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
Question82: Which one of the following activities would be performed by access management?
Question83: Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
Question84: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question85: Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Question86: Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
Question87: What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
Question88: Which one of the following activities does application management perform?
Question89: Which tool helps with defining accountability and responsibility within processes?
Question90: Which statement about the service portfolio is TRUE?
Question91: In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Question92: Which of the following statement about the service owner is INCORRECT?
Question93: Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
Question94: Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Question95: Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Question96: Which of the following is NOT a valid objective of problem management?
Question97: Which is used to assess business demand for services?
Question98: Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
Question99: Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management
Question100: Who is responsible for defining metrics for change management?
Question101: Which one of the following statements is CORRECT?
Question102: What are the categories of event described in the UIL service operation book?
Question103: What do customer perceptions and business outcomes help to define?
Question104: What should a service always deliver to customers?
Question105: Which of the following is the best definition of service management?
Question106: Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Question107: Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Question108: Which is an objective of access management?
Question109: Which one of the following is concerned with policy and direction?
Question110: What BEST defines IT service management?
Question111: What is the BEST description of an external customer?
Question112: 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 customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Question113: Which one of the following is the BEST description of a service level agreement (SLA)?
Question114: Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management
Question115: 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?
Question116: 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
Question117: What is the PRIMARY process for strategic communication with the service provider's customers?
Question118: At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Question119: Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
Question120: Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
Question121: Which of the following is the correct definition of an outcome?
Question122: What is the BEST definition of a definitive media library?
Question123: What are the categories of events described in the ITIL service operation book?
Question124: 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
Question125: Which statement should NOT be part of the value proposition for Service Design?
Question126: Which statement about the known error database (KEDB) is CORRECT?
Question127: What BEST describes the purpose of analyzing risk?
Question128: What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Question129: What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Question130: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question131: Which ITIL process is used to restore normal service operation as quickly as possible?
Question132: Which one of the following is the BEST description of a relationship in service asset and configuration management?
Question133: Which of the following is NOT one of the five individual aspects of service design?
Question134: Which one of the following is NOT an objective of problem management?
Question135: From the perspective of the service provider, who is the person or group that agrees their service targets?
Question136: What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
Question137: In which document would you expect to see an overview of actual service achievements against targets?
Question138: Which of the following BEST describes the purpose of access management?
Question139: Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
Question140: Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
Question141: Which of the following statements correctly states the relationship between urgency, priority and impact?
Question142: What is a service delivered between two business units in the same organization known as?
Question143: Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Question144: Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
Question145: Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Question146: Which one of the following generates demand for services?
Question147: Which role is responsible for carrying out the activities of a process?
Question148: Which of the following is the BEST description of a service-based service level agreement (SLA)?
Question149: Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
Question150: Remediation planning is BEST described in which of the following ways?
Question151: Which of the following identifies the purpose of service transition planning and support?
Question152: Which one of the following is NOT a characteristic of a process?
Question153: Which one of the following statements about incident reporting and logging is CORRECT?
Question154: Which three types of metric support Continual Service Improvement (CSI) activities?
Question155: Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
Question156: Which statement about the emergency change advisory board (ECAB) is CORRECT
Question157: What is the act of transforming resources and capabilities into valuable service better known as?
Question158: Where are the details of core and enhancing services provided?
Question159: Which one of the following includes four stages called Plan, Do, Check and Act?
Question160: Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Question161: Which one of the following are the two primary elements that create value for customers?
Question162: Which one of the following is NOT an aim of the change management process?
Question163: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Question164: Which one of the following is the BEST description of a major incident?
Question165: Where would all the possible service improvement opportunities be recorded?
Question166: Which process includes business, service and component sub-processes?
Question167: Which one of the following can help determine the level of impact of a problem?
Question168: Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Question169: Which of the following CANNOT be provided by a tool?
Question170: What BEST describes the value of service transition to the business?
Question171: 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
Question172: Which one of the following would NOT involve event management?
Question173: Which of the following is NOT an objective of the operations management function?
Question174: Which one of the following activities is NOT part of the Deming Cycle?
Question175: The remediation plan should be evaluated at what point in the change lifecycle?
Question176: What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?
Question177: Which one of the following is the BEST definition of an event?
Question178: What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Question179: What is a characteristic of a process?
Question180: How is a service delivered between departments of the same organization classified?
Question181: From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Question182: Which of the following is NOT a source of best practice?
Question183: Which is an example of improving service utility using service management automation?
Question184: What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
Question185: Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?
Question186: Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
Question187: Which process would you MOST expect to be involved in the management of underpinning contracts?
Question188: Which of the following is NOT a benefit of using public frameworks and standards?
Question189: Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Question190: Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question191: Which of the following BEST describes service strategies value to the business?
Question192: Which statement BEST represents the guidance on incident logging?
Question193: Which reason describes why ITIL is so successful?
Question194: Which one of the following does service metrics measure?
Question195: Which process would be used to compare the value that newer services have offered over those they have replaced?
Question196: Service transition contains detailed descriptions of which processes?
Question197: The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Question198: What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Question199: What is the name of the group that should review changes that must be implemented faster than the normal change process?
Question200: In which of the following should details of a workaround be documented?
Question201: Which two elements of financial management for IT services are mandatory?
Question202: Why is it important for service providers to understand patterns of business activity (PBA)?
Question203: Which one of the following is the BEST definition of the term service management?
Question204: What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Question205: Where should all master copies of controlled software and documentation be stored?
Question206: Which one of the following do major incidents require?
Question207: Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Question208: Availability management is directly responsible for the availability of which of the following?
Question209: Which function or process would provide staff to monitor events in an operations bridge?
Question210: Which process would maintain policies, standards and models for service transition activities and processes?
Question211: Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Question212: Which of the following is an enabler of best practice?
Question213: Which statement about change management is CORRECT?
Question214: Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Question215: Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
Question216: Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Question217: Which process analyses services that are no longer viable and when they should be retired?
Question218: Which of the following statements BEST describes the aims of release and deployment management?
Question219: Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
Question220: Which statement BEST describes the value of service strategy to the business?
Question221: Which of the following statements describes the objectives of service asset and configuration management?
1. To identify, control, report and verify service assets and configuration items (CIs)
2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance
Question222: Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
Question223: Which of the following options is a hierarchy that is used in knowledge management?
Question224: What is a RACI model used for?
Question225: 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
Question226: What should be documented as part of every process?
Question227: What are the categories of event described in the ITIL service operation book?
Question228: Which of the following is service transition planning and support NOT responsible for?
Question229: Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
Question230: 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'?
Question231: Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
Question232: Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
Question233: Which process is responsible for sourcing and delivering components of requested standard services?
Question234: What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
Question235: Within service design, what is the key output handed over to service transition?
Question236: What BEST describes the value of service operation to the business?
Question237: Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Question238: Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
Question239: Which one of the following is NOT the responsibility of service catalogue management?
Question240: Which one of the following would NOT be defined as part of every process?
Question241: How many people should be accountable for a process as defined in the RACI model?
Question242: 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
Question243: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question244: Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Question245: Remediation planning is a key part of which process?
Question246: Which of the following are CORRECT Service Design Aspects?
1. Service Solutions for new or changed services
2. Management policies and guidelines
3. Business requirements technology and management architectures
4. Process requirements technology and management architectures
Question247: Which of the following is NOT an objective of request fulfillment?
Question248: Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
Question249: 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
Question250: Which is one of the five aspects of service design?
Question251: Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
Question252: Which is the correct definition of a customer facing service?
Question253: Which of the following are basic concepts used in access management?
Question254: Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Question255: 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
Question256: Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Question257: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question258: Which one of the following is it the responsibility of supplier management to negotiate and agree?
Question259: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Question260: What is the BEST description of an operational level agreement (OLA)?
Question261: Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
Question262: Which capacity management sub-process focuses on the management, control and prediction of the end- to-end performance?
Question263: Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
Question264: Which one of the following is NOT part of the service design stage of the service lifecycle?
Question265: Which is an objective of the design coordination process?
Question266: Which of the following is the BEST reason for categorizing incidents?
Question267: What does the continual service improvement (CSI) approach enable a business to achieve?
Question268: Which one of the following statements BEST describes a definitive media library (DML)?
Question269: 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
Question270: Which of the following statements about processes is INCORRECT?
Question271: Which process will regularly anal0yse incident data to identify discernible trends?
Question272: Which of the following is NOT an objective of service transition?
Question273: With which process is problem management likely to share categorization and impact coding systems?
Question274: 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
Question275: Which stage of the change management process deals with what should be done if the change is unsuccessful?
Question276: What are underpinning contracts used to document?
Question277: What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Question278: Which of these statements about resources and capabilities is CORRECT?
Question279: Which one of the following is the BEST definition of reliability?