ITIL Practice Questions
547 real ITIL exam questions with expert-verified answers and explanations. Page 2 of 11.
- Question #51Generic concepts and definitions
What are underpinning contracts used to document?
underpinning contractsthird party supplierssupplier managementservice level management - Question #52Processes
In which document would you expect to see an overview of actual service achievements against targets?
SLAM chartSLA monitoringservice achievementsservice level management - Question #53Roles
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
process ownerrequest fulfillmentprocess governanceaccountability - Question #54Processes
Which process is responsible for ensuring that appropriate testing takes place?
release and deployment managementtestingservice transitionquality assurance - Question #55Processes
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 id...
business relationship managementcustomer needsservice providerBRM purpose - Question #56Generic concepts and definitions
Which of the following is the correct definition of an outcome?
outcomedefinitionprocess resultservice delivery - Question #57The ITIL service lifecycle
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
continual service improvementmeasurementCSI modelservice lifecycle - Question #58Processes
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
design coordinationutilitywarrantyservice design - Question #59Generic concepts and definitions
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
stakeholdersdefinitionservice managementinterests - Question #60The ITIL service lifecycle
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...
CSI modelcontinual service improvementmomentumimprovement steps - Question #61Processes
Which statement about the emergency change advisory board (ECAB) is CORRECT?
ECABemergency changeCABchange management - Question #62Generic concepts and definitions
Which of the following BEST describes a problem?
problem definitionincidentproblem management - Question #63Key principles and models
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
service provider typesinternalexternalshared services - Question #64Processes
Which one of the following statements about incident reporting and logging is CORRECT?
incident loggingincident reportingservice desk - Question #65Processes
Which process is responsible for providing the rights to use an IT service?
access managementIT service rightsservice operation - Question #66Generic concepts and definitions
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
supporting servicesservice typesservice definitions - Question #67Technology and architecture
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. Pr...
technology supportservice lifecycletoolsautomation - Question #68Key principles and models
How many people should be accountable for a process as defined in the RACI model?
RACI modelaccountabilityprocess ownergovernance - Question #69Generic concepts and definitions
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
change definitionchange managementservice component - Question #70Processes
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
SKMSknowledge managementdata storageCMDB - Question #71Processes
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...
standard changespre-authorizationchange managementrequest fulfilment - Question #72The ITIL service lifecycle
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
service operation processesservice lifecycleITIL processes - Question #73Processes
With which process is problem management likely to share categorization and impact coding systems?
problem managementincident managementcategorizationimpact coding - Question #74Processes
What guidance does ITIL give on the frequency of production of service reporting?
service reportingSLAservice level managementcustomer agreement - Question #75Key principles and models
Which one of the following does service metrics measure?
service metricsend-to-end servicemeasurementreporting - Question #76Processes
Which one of the following is NOT a valid purpose or objective of problem management?
problem management objectivesincident preventionservice restoration - Question #77Processes
Which process is responsible for low risk, frequently occurring, low cost changes?
request fulfilmentstandard changeslow risk changes - Question #78Functions
Which function or process would provide staff to monitor events in an operations bridge?
IT operations managementevent monitoringoperations bridgefunctions - Question #79Functions
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. Resto...
service desk activitiesincident loggingfirst-line supportstandard changes - Question #80Generic concepts and definitions
What are customers of IT services who work in the same organization as the service provider known as?
internal customersservice providercustomer types - Question #81Processes
Access management is closely related to which other process?
access managementinformation security managementprocess relationships - Question #82The ITIL service lifecycle
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
service designservice catalogue managementinformation security managementsupplier management - Question #83Processes
Which of the following is the BEST reason for categorizing incidents?
incident managementincident categorizationtrend analysisproblem management - Question #84Processes
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?
problem managementknown error recordworkaroundknown error database - Question #85The ITIL service lifecycle
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...
service strategybusiness valueservice portfoliobusiness environment - Question #86Processes
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 cou...
problem managementmajor problem reviewcontinual improvementroot cause analysis - Question #87Processes
Which one of the following is the BEST description of a relationship in service asset and configuration management?
service asset and configuration managementconfiguration itemsCI relationshipsCMDB - Question #88Generic concepts and definitions
Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices
best practiceindustry practicesacademic research - Question #89Processes
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...
change managementchange modelchange proceduresresponsibilities - Question #90Processes
Which one of the following is NOT an objective of problem management?
problem managementincident managementservice restorationobjectives - Question #91Processes
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 sa...
service asset and configuration managementconfiguration itemsCI scopecontrol levels - Question #92Generic concepts and definitions
Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer
service typescore serviceenabling serviceenhancing service - Question #93Processes
In which of the following should details of a workaround be documented?
problem managementworkaroundproblem recorddocumentation - Question #94Key principles and models
Which one of the following is NOT a characteristic of a process?
process characteristicsprocess definitionorganizational structure - Question #95The ITIL service lifecycle
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
service transitionservice designlifecycle responsibilitiescapabilities - Question #96Functions
Which of the following BEST describes technical management?
technical managementIT infrastructurefunctiontechnical expertise - Question #97Functions
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
service deskservice desk typeslocal service deskvirtual service desk - Question #98Processes
What is the primary focus of the business management?
capacity managementbusiness capacity managementfuture requirements - Question #99Processes
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 s...
IT service continuity managementrisk managementbusiness continuityminimum service levels - Question #100Processes
Which one of the following is the BEST description of a service request?
service requestrequest fulfillmentstandard changeincident management