ITIL Practice Questions
547 real ITIL exam questions with expert-verified answers and explanations. Page 10 of 11.
- Question #451The ITIL service lifecycle
What BEST describes the value of service operation to the business?
service operationbusiness valueservice outagesITIL lifecycle - Question #452Processes
Which process analyses services that are no longer viable and when they should be retired?
service portfolio managementservice retirementservice strategyservice viability - Question #453Roles
What BEST defines roles and responsibilities in relation to process and activities?
RACI matrixroles and responsibilitiesprocess activitiesaccountability - Question #454The ITIL service lifecycle
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?
service transitiontool deploymentprocess toolstransition activities - Question #455Processes
Which three types of metric support Continual Service Improvement (CSI) activities?
CSI metricstechnology metricsprocess metricsservice metrics - Question #456The ITIL service lifecycle
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 technolog...
service design aspectsservice solutionsprocess requirementstechnology architecture - Question #457The ITIL service lifecycle
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
service lifecycleservice retirementservice design scopeservice transfer - Question #458Generic concepts and definitions
What is the BEST definition of a definitive media library?
definitive media libraryDMLauthorized softwareconfiguration items - Question #459Processes
Which is an objective of the design coordination process?
design coordinationservice design packagesservice transition handoverservice design - Question #460Generic concepts and definitions
What BEST defines IT service management?
IT service managementITSM definitionquality IT servicesbusiness needs - Question #461Roles
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
process ownerprocess governanceprocess metricsroles and responsibilities - Question #462Processes
What are the two MAJOR activities in problem management?
problem managementproactive problem managementreactive problem management - Question #463The ITIL service lifecycle
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
CSI approachbaseline assessmentcontinual service improvementservice improvement phases - Question #464Processes
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?
incident managementhierarchic escalationescalation typesresource escalation - Question #465Processes
Which statement about service review meetings is FALSE?
service level managementservice review meetingsSIPservice achievement - Question #466Service management as a practice
Which statement BEST describes the value of service strategy to the business?
service strategybusiness valuecustomer service levelsservice provider - Question #467Processes
Remediation planning is a key part of which process?
change managementremediation planningchange process - Question #468Generic concepts and definitions
What term describes assurance that a product or service will meet its agreed requirements?
warrantyutilityservice qualityagreed requirements - Question #469Service management as a practice
What are sources of best practice?
best practice sourcesindustry practicesacademic researchknowledge sources - Question #470The ITIL service lifecycle
Which is an objective of the service design lifecycle stage?
service design objectivesCSI integrationservice design lifecycledesign activities - Question #471Functions
Which is NOT a service desk type described in the ITIL service operation guidance?
service desk typeslocal service deskvirtual service deskcentralized service desk - Question #472Technology and architecture
Which is an example of improving service utility using service management automation?
service automationservice utilityresource allocationautomation benefits - Question #473The ITIL service lifecycle
Which is the CORRECT list of metrics to support CSI activities?
CSI metricsprocess metricstechnology metricsservice metrics - Question #474Generic concepts and definitions
Which is an example of an internal customer?
internal customercustomer typesIT departmentorganizational customer - Question #475Processes
Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
multi-level SLAservice level agreementcorporate levelcustomer level - Question #476Key principles and models
What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
DIKW modelwisdomknowledge managementdata to wisdom - Question #477Key principles and models
What BEST describes the purpose of analyzing risk?
risk analysisrisk assessmentimpact and probabilityrisk management - Question #478Processes
Which ITIL process is used to restore normal service operation as quickly as possible?
incident managementservice restorationnormal service operation - Question #479The ITIL service lifecycle
Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
continual service improvementCSI purposeservice lifecycle stagebusiness alignment - Question #480Processes
Which statement about the known error database (KEDB) is CORRECT?
known error databaseKEDBproblem managementworkarounds - Question #481Processes
Where should all master copies of controlled software and documentation be stored?
definitive media librarycontrolled softwareconfiguration managementservice asset management - Question #482The ITIL service lifecycle
Which is one of the five aspects of service design?
service designfive aspectsmanagement information systemsservice design lifecycle - Question #483Key principles and models
Which tool helps with defining accountability and responsibility within processes?
RACI modelaccountabilityresponsibilityprocess governance - Question #484Processes
Which statement about change management is CORRECT?
change managementCABchange authorizationchange advisory board - Question #485Generic concepts and definitions
What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?
alertevent managementthreshold notificationmonitoring - Question #486Processes
Which of the following is an example of proactive problem management?
problem managementproactive problem managementincident analysisunderlying cause - Question #487Processes
Which is a reason why incident management interfaces with service level management?
incident managementservice level managementSLA alignmentprocess interface - Question #488Generic concepts and definitions
What is a characteristic of a process?
process characteristicsmeasurable performanceprocess definitionprocess trigger - Question #489Generic concepts and definitions
Which statement about stakeholders is TRUE?
stakeholderscustomersuserssuppliers - Question #490Processes
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
capacity managementservice capacity managementend-to-end performancecapacity sub-process - Question #491Functions
Which function is responsible for the closure of an incident record?
service deskincident closureincident managementfunction responsibility - Question #492Processes
What is the primary focus of component capacity management?
component capacity managementcapacity sub-processperformance predictioncapacity management - Question #493Processes
Which describes a proactive trigger for problem management?
problem managementproactive triggerincident trendinghistorical analysis - Question #494Processes
What should the IT service continuity process primarily support?
IT service continuitybusiness continuity strategyITSCMcontinuity alignment - Question #495Generic concepts and definitions
What BEST describes the customers and users of an IT service provider?
customersusersIT service providerservice definitions - Question #496The ITIL service lifecycle
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service Improvement approach?
CSI approachcontinual service improvementseven-step improvementservice improvement - Question #497Generic concepts and definitions
Which is the BEST definition of a supplier?
supplier definitionthird partyunderpinning contractssupplier management - Question #498Generic concepts and definitions
Which is the correct combination of items that makes up an IT service?
IT service definitionpeople processes technologyservice componentsservice composition - Question #499Processes
What is the pre-authorized change known as?
standard changepre-authorized changechange managementchange types - Question #500Processes
What is the BEST description of a change proposal?
change proposalchange managementcost and risk justificationRFC