Question1: Which one of the following activities is NOT part of the Deming Cycle?
Question2: Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?
Question3: 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
Question4: Which is an objective of the design coordination process?
Question5: Which of the following BEST describes the purpose of access management?
Question6: Which one of the following would NOT be defined as part of every process?
Question7: Which one of the following is an objective of service catalogue management?
Question8: Which of the following statement about the service owner is INCORRECT?
Question9: What is an objective of event management?
Question10: Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
Question11: What should a service always deliver to customers?
Question12: 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
Question13: Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Question14: What are the categories of event described in the UIL service operation book?
Question15: Which role is accountable for the operational management of a process?
Question16: Which Functions are included in IT operations management?
Question17: What is the act of transforming resources and capabilities into valuable service better known as?
Question18: Why is it important for service providers to understand patterns of business activity (PBA)?
Question19: Which one of the following is concerned with policy and direction?
Question20: Which process is responsible for the availability, confidentiality and integrity of data?
Question21: Which statement about the known error database (KEDB) is CORRECT?
Question22: Which of the following statements correctly states the relationship between urgency, priority and impact?
Question23: Which process will regularly anal0yse incident data to identify discernible trends?
Question24: In which document would you expect to see an overview of actual service achievements against targets?
Question25: How many people should be accountable for a process as defined in the RACI model?
Question26: Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Question27: The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Question28: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Question29: What should a release policy include?
Question30: With which process is problem management likely to share categorization and impact coding systems?
Question31: 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.
Question32: Where would you expect incident resolution targets to be documented?
Question33: 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
Question34: 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
Question35: Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Question36: Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Question37: Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Question38: Which one of the following are the two primary elements that create value for customers?
Question39: Which of the following is NOT an objective of service transition?
Question40: Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
Question41: Which one of the following includes four stages called Plan, Do, Check and Act?
Question42: 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?
Question43: What BEST defines IT service management?
Question44: Which process analyses services that are no longer viable and when they should be retired?
Question45: Remediation planning is a key part of which process?
Question46: What is the primary focus of business capacity management?
Question47: Which of the following is the best definition of service management?
Question48: Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Question49: Which of the following is MOST concerned with the design of new or changed services?
Question50: The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Question51: Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Question52: Which is NOT a service desk type described in the ITIL service operation guidance?
Question53: Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Question54: What should be documented as part of every process?
Question55: 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
Question56: Which one of the following is the BEST description of a major incident?
Question57: Service transition contains detailed descriptions of which processes?
Question58: Which is an example of an internal customer?
Question59: What term describes assurance that a product or service will meet its agreed requirements?
Question60: 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
Question61: In which of the following should details of a workaround be documented?
Question62: Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
Question63: What is the BEST description of an external customer?
Question64: 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?
Question65: Which of the following is the correct definition of an outcome?
Question66: Which of the following identifies the purpose of service transition planning and support?
Question67: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Question68: 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
Question69: Which of the following is an objective of business relationship management?
Question70: Which capacity management sub-process focuses on the management, control and prediction of the end- to-end performance?
Question71: Which one of the following is the BEST description of a service request?
Question72: Where would all the possible service improvement opportunities be recorded?
Question73: Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Question74: Which is one of the five aspects of service design?
Question75: What BEST describes the value of service transition to the business?
Question76: What BEST defines serviceability?
Question77: 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
Question78: Which statement should NOT be part of the value proposition for Service Design?
Question79: 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?
Question80: Which statement about the emergency change advisory board (ECAB) is CORRECT
Question81: Which of the following BEST describes service strategies value to the business?
Question82: Which ITIL process is used to restore normal service operation as quickly as possible?
Question83: Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
Question84: What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question85: Availability management is directly responsible for the availability of which of the following?
Question86: 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
Question87: Which one of the following is an objective of release and deployment management?
Question88: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question89: Where should all master copies of controlled software and documentation be stored?
Question90: Which one of the following statements is CORRECT?
Question91: Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Question92: 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
Question93: What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
Question94: Which process would you MOST expect to be involved in the management of underpinning contracts?
Question95: 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
Question96: Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
Question97: Access management is closely related to which other process?
Question98: Which of the following is NOT one of the five individual aspects of service design?
Question99: Which stage of the change management process deals with what should be done if the change is unsuccessful?
Question100: What is the name of the group that should review changes that must be implemented faster than the normal change process?
Question101: The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Question102: Which one of the following is it the responsibility of supplier management to negotiate and agree?
Question103: 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
Question104: Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Question105: 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
Question106: Which statement BEST describes the value of service strategy to the business?
Question107: Which is an objective of access management?
Question108: Which process would maintain policies, standards and models for service transition activities and processes?
Question109: Which statement about stakeholders is TRUE?
Question110: Which of the following BEST describes a problem?
Question111: What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Question112: Which of the following statements BEST describes the aims of release and deployment management?
Question113: What are underpinning contracts used to document?
Question114: Which one of the following is NOT a characteristic of a process?
Question115: What are the categories of events described in the ITIL service operation book?
Question116: What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Question117: Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Question118: 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
Question119: What is the BEST description of an operational level agreement (OLA)?
Question120: Which one of the following do major incidents require?
Question121: A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Question122: Which of the following BEST describes an operational level agreement (OLA)?
Question123: 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?
Question124: What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
Question125: Which of the following is an enabler of best practice?
Question126: Which statement about the service portfolio is TRUE?
Question127: Which of the following is service transition planning and support NOT responsible for?
Question128: Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Question129: Which of the following is NOT an objective of the operations management function?
Question130: Which one of the following is NOT an objective of problem management?
Question131: Which statement BEST represents the guidance on incident logging?
Question132: 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
Question133: Which one of the following is the BEST definition of the term service management?
Question134: At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Question135: Which reason describes why ITIL is so successful?
Question136: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question137: Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Question138: Which of the following is NOT a valid objective of problem management?
Question139: Which one of the following do technology metrics measure?
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: What is a RACI model used for?
Question142: Which two elements of financial management for IT services are mandatory?
Question143: Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Question144: 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
Question145: From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Question146: Which one of the following generates demand for services?
Question147: What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Question148: Which one of the following statements about incident reporting and logging is CORRECT?
Question149: The BEST description of an incident is:
Question150: 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?
Question151: In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Question152: Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Question153: 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
Question154: Which one of the following would NOT involve event management?
Question155: Which of the following is NOT a benefit of using public frameworks and standards?
Question156: 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?
Question157: Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management
Question158: Which is used to assess business demand for services?
Question159: Which role is responsible for sponsoring, designing and change managing a process and its metrics?
Question160: Which one of the following activities would be performed by access management?
Question161: What BEST describes an important principle of communication in service operation?
Question162: Which is the correct definition of a customer facing service?
Question163: Which process is responsible for discussing reports with customers showing whether services have met their targets?
Question164: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Question165: Which of the following CANNOT be provided by a tool?
Question166: Which of the following is NOT a source of best practice?
Question167: What is the result of carrying out an activity, following a process or delivering an IT service known as?
Question168: 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
Question169: What is a characteristic of a process?
Question170: Which two processes will contribute MOST to enabling effective problem detection?
Question171: Which of the following would NOT be contained in a release policy?
Question172: 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
Question173: What BEST describes the purpose of analyzing risk?
Question174: What is the primary focus of the business management?
Question175: 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
Question176: Remediation planning is BEST described in which of the following ways?
Question177: Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
Question178: What BEST describes the value of service operation to the business?
Question179: The definitive media library is the responsibility of:
Question180: Which is a reason why incident management interfaces with service level management?
Question181: Which process is responsible for low risk, frequently occurring, low cost changes?
Question182: What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Question183: Who is responsible for defining metrics for change management?
Question184: What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Question185: Which process is responsible for ensuring that appropriate testing takes place?
Question186: Where are the details of core and enhancing services provided?
Question187: Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
Question188: Which statement about change management is CORRECT?
Question189: From the perspective of the service provider, who is the person or group that agrees their service targets?
Question190: Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
Question191: Which of the following is the BEST description of a service-based service level agreement (SLA)?
Question192: 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
Question193: Which process is responsible for sourcing and delivering components of requested standard services?
Question194: In service design, which term describes services, technologies and tools?
Question195: What are customers of IT services who work in the same organization as the service provider known as?
Question196: Which one of the following functions would be responsible for the management of a data centre?
Question197: Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Question198: The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Question199: 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
Question200: What do customer perceptions and business outcomes help to define?
Question201: 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?
Question202: The remediation plan should be evaluated at what point in the change lifecycle?
Question203: 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
Question204: What is the BEST definition of a definitive media library?
Question205: Which of the following is NOT an objective of request fulfillment?
Question206: Which one of the following is NOT part of the service design stage of the service lifecycle?
Question207: Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Question208: Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
Question209: Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
Question210: 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'?
Question211: Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Question212: What are the categories of event described in the ITIL service operation book?
Question213: Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Question214: Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
Question215: Which is the CORRECT list of metrics to support CSI activities?
Question216: Which is an objective of the service design lifecycle stage?
Question217: Which of the following statements about processes is INCORRECT?
Question218: Which of the following is the BEST reason for categorizing incidents?
Question219: 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
Question220: 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
Question221: Which one of the following statements BEST describes a definitive media library (DML)?
Question222: Which of these statements about resources and capabilities is CORRECT?
Question223: 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
Question224: 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
Question225: Which of the following is the BEST description of a centralized service desk?
Question226: Which one of the following is the BEST description of a relationship in service asset and configuration management?
Question227: Which one of the following can help determine the level of impact of a problem?
Question228: Which one of the following is NOT an aim of the change management process?
Question229: Which one of the following does service metrics measure?
Question230: Which of the following options is a hierarchy that is used in knowledge management?
Question231: Which processes are responsible for the regular review of underpinning contracts?
Question232: Which one of the following is the BEST description of a service level agreement (SLA)?
Question233: Which one of the following activities does application management perform?
Question234: 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. ?
Question235: Which one of the following is the purpose of service level management?
Question236: 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?
Question237: Which role is responsible for carrying out the activities of a process?
Question238: What are the three service provider business models?
Question239: The consideration of value creation is a principle of which stage of the service lifecycle?
Question240: 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
Question241: Which one of the following is an objective of service transition?
Question242: What guidance does ITIL give on the frequency of production of service reporting?
Question243: Which of the following are basic concepts used in access management?
Question244: Which of the following BEST describes technical management?
Question245: How is a service delivered between departments of the same organization classified?
Question246: 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
Question247: 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
Question248: 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
Question249: In terms of adding value to the business, which one of the following describes service operation s contribution?
Question250: What are the two MAJOR activities in problem management?
Question251: The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
Question252: What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?
Question253: Which process includes business, service and component sub-processes?
Question254: Which process would be used to compare the value that newer services have offered over those they have replaced?
Question255: Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Question256: Which statement about service review meetings is FALSE?
Question257: Which one of the following is NOT the responsibility of service catalogue management?
Question258: 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?
Question259: Which of the following is NOT an objective of Continual Service Improvement?
Question260: Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question261: 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
Question262: 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?
Question263: Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
Question264: Which process is responsible for managing relationships with vendors?
Question265: Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Question266: Which one of the following is the BEST definition of an event?
Question267: 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"?
Question268: What are sources of best practice?
Question269: 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
Question270: What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Question271: Which function or process would provide staff to monitor events in an operations bridge?
Question272: Which three types of metric support Continual Service Improvement (CSI) activities?
Question273: What does the continual service improvement (CSI) approach enable a business to achieve?
Question274: What is a service delivered between two business units in the same organization known as?
Question275: Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
Question276: What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Question277: Which of the following is the best definition of IT service management?
Question278: Which of the following identifies the purpose of design coordination?
Question279: Which one of the following is the BEST definition of reliability?
Question280: Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Question281: Within service design, what is the key output handed over to service transition?
Question282: Which of the following is an example of proactive problem management?
Question283: Which process is responsible for providing the rights to use an IT service?
Question284: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question285: 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
Question286: What BEST defines roles and responsibilities in relation to process and activities?
Question287: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question288: Which is an example of improving service utility using service management automation?
Question289: Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
Question290: Which tool helps with defining accountability and responsibility within processes?
Question291: Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Question292: What is the PRIMARY process for strategic communication with the service provider's customers?
Question293: Hierarchic escalation is BEST described as?