ITIL Practice Questions
547 real ITIL exam questions with expert-verified answers and explanations. Page 11 of 11.
- Question #501Generic concepts and definitions
What is a change of state that has significance for the management of a configuration item (CI) called?
eventconfiguration itemCI state changeITIL terminology - Question #502The ITIL service lifecycle
Which is responsible for the production of the service design package (SDP)?
service design packageSDPservice designdesign outputs - Question #503Generic concepts and definitions
Which term describes if a service is fit for use?
warrantyfitness for useutilityservice quality - Question #504Service management as a practice
What is the CORRECT definition of service management?
service management definitionorganizational capabilitiesvalue deliverycustomers - Question #505Functions
How are groups, teams, departments and divisions classified?
functionsteamsdepartmentsorganizational structure - Question #506Processes
What is a characteristic of a process?
process characteristicsmeasurableperformance-drivenprocess definition - Question #507Processes
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?
transition planning and supportprocess objectivesservice transitioncost time resources - Question #508Roles
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
suppliersstakeholdersthird partiesgoods and services - Question #509The ITIL service lifecycle
Can service operation improve efficiency in the business operation by automating common routines?
service operationautomationefficiencyservice knowledge management - Question #510Generic concepts and definitions
What is the BEST definition of an internal service?
internal serviceservice typesdepartmentsbusiness units - Question #511Service management as a practice
Which statements about best practice is MOST correct?
best practiceITILknowledge sourcesvalidated practice - Question #512Generic concepts and definitions
Which statement about services is CORRECT?
internal serviceexternal serviceservice classificationservice types - Question #513Processes
Which areas are NOT measured by process KPIs? 1. Technology 2. Performance 3. Value 4. Compliance
process KPIsprocess measurementkey performance indicatorsprocess areas - Question #514Processes
Which is an objective of access management?
access managementprocess objectivesaccess requestsservice operation - Question #515Processes
Which one of the following is a correct definition of a supplier category?
supplier categoriesoperational supplierssupplier managementcommodity suppliers - Question #516Generic concepts and definitions
Which groups of people would work according to an operational level agreement?
operational level agreementOLAinternal IT teamsagreements - Question #517Processes
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
transition planning and supportservice transitionperformance monitoringlifecycle management - Question #518Generic concepts and definitions
How is a service delivered between departments of same organization classified?
internal serviceservice classificationdepartmentssame organization - Question #519Processes
Which processes ensure the targets in the underpinning contracts are appropriate?
underpinning contractssupplier managementservice level managementcontract targets - Question #520Processes
What is used to control a process?
process controlobjectivesprocess managementprocess characteristics - Question #521Processes
Which describes an interface of incident management with service level management?
incident managementservice level managementprocess interfacesresponse times - Question #522Generic concepts and definitions
Which statement is CORRECT?
process definitionfunction definitionorganizational concepts - Question #523Processes
What is the BEST description of the CSI register?
CSI registercontinual service improvementimprovement opportunities - Question #524Technology and architecture
The configuration management system is part of which system?
configuration management systemservice knowledge management systemCMSSKMS - Question #525The ITIL service lifecycle
Which is an outcome of service design?
service designlifecycle outcomesoperational quality - Question #526The ITIL service lifecycle
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
service designservice lifecyclebusiness alignmentIT solution - Question #527Service management as a practice
Why is ITIL successful?
ITIL frameworkbest practicesapplicabilityIT organizations - Question #528Processes
What processes represent the scope of financial management for IT services?
financial managementbudgetingaccountingcharging - Question #529The ITIL service lifecycle
What BEST describes the value of service design to the business?
service designbusiness valuetotal cost of ownershipTCO - Question #530The ITIL service lifecycle
What BEST describes the value of continual service improvement to the business?
continual service improvementbusiness valuecost effectivenessCSI - Question #531Key principles and models
Which statement about Business Cases is TRUE?
business casefinancial impactnon-financial impactservice strategy - Question #532Generic concepts and definitions
What service could include a differentiation as an "excitement factor" ?
enhancing serviceservice typesexcitement factorKano model - Question #533Processes
Access management is responsible for implementing policies defined in which process?
access managementinformation security managementprocess interfacepolicies - Question #534Generic concepts and definitions
Which document shows a detailed analysis of business impact and benefits?
business casebusiness impactbenefits analysis - Question #535Processes
Where are the details of core and enhancing service provided?
service portfoliocore serviceenhancing serviceservice types - Question #536Processes
When should a known error be raised?
known errorproblem managementKEDBerror lifecycle - Question #537Processes
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
change managementcustomer environmentprocess objectivesservice impact - Question #538Generic concepts and definitions
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
underpinning contractsupplier managementexternal supplierformal agreements - Question #539Generic concepts and definitions
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III
service provider typesType IType IIType III - Question #540Processes
How should entries in the CSI register be categorized?
CSI registerimprovement categorizationimprovement sizingcontinual service improvement - Question #541Generic concepts and definitions
Which of the following correctly states the relationship between urgency, priority and impact?
urgencypriorityimpactincident prioritization - Question #542The ITIL service lifecycle
Which service lifecycle stage provides the following values to the business?
service operationservice lifecyclebusiness value - Question #543Roles
Which is a responsibility of a customer within the service level management process?
service level managementcustomer responsibilitiesservice level targetsSLA - Question #544Processes
Which process is responsible for managing all service requests from users?
request fulfillmentservice requestsusersprocess scope - Question #545Generic concepts and definitions
Which is the CORRECT description of an outcome?
outcomedefinitionsservice result - Question #546Processes
Which process works with change management to ensure only authorized components are used?
service asset and configuration managementchange managementauthorized componentsCMDB - Question #547Generic concepts and definitions
Which statement about stakeholders is TRUE?
stakeholderscustomersuserssuppliers