ITIL Practice Questions
547 real ITIL exam questions with expert-verified answers and explanations. Page 4 of 11.
- Question #151Roles
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...
process managerprocess performanceimprovementroles - Question #152Roles
Which role is accountable for the operational management of a process?
process manageroperational managementaccountability - Question #153Processes
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 sing...
process characteristicsstakeholdersprocess activities - Question #154Processes
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 outcom...
incident managementincident closureuser satisfaction - Question #155Processes
Which of the following is NOT an objective of request fulfillment?
request fulfillmentservice cataloguestandard services - Question #156Processes
Which process would you MOST expect to be involved in the management of underpinning contracts?
supplier managementunderpinning contractsthird-party suppliers - Question #157Generic concepts and definitions
Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue
service portfolioservice pipelineservice catalogueSKMS - Question #158Processes
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...
service design packageSDPservice changesservice retirement - Question #159The ITIL service lifecycle
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 desig...
service transition benefitschange successasset reuse - Question #160Functions
Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management
service desk functionsrequest fulfillmentincident management - Question #161Processes
Remediation planning is BEST described in which of the following ways?
remediation planningchange managementfailed changerollback - Question #162Processes
Which statement BEST represents the guidance on incident logging?
incident loggingincident managementservice deskall incidents - Question #163Processes
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
problem categorizationproblem managementproblem trackingmanagement information - Question #164Processes
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
problem managementrecurring incidentsincident preventionprocess purpose - Question #165Processes
What are the categories of events described in the ITIL service operation book?
event categoriesevent managementinformational warning exceptionservice operation - Question #166Functions
Which of the following is the BEST description of a centralized service desk?
centralized service deskservice desk structureservice desk typessingle location - Question #167Processes
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
known error databaseworkaroundproblem managementKEDB - Question #168Processes
Which of the following would NOT be contained in a release policy?
release policyrelease managementnaming conventionsroles and responsibilities - Question #169Service management as a practice
Which reason describes why ITIL is so successful?
ITIL adoptionvendor neutralitybest practices frameworkpublic framework - Question #170Processes
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
known error recordproblem managementworkaround availableproblem diagnosis - Question #171Processes
Which two elements of financial management for IT services are mandatory?
financial managementbudgetingaccountingcharging - Question #172Processes
What is the primary focus of business capacity management?
business capacity managementcapacity planningfuture business requirementscapacity sub-processes - Question #173Roles
Which role is responsible for carrying out the activities of a process?
process practitionerprocess rolesprocess activitiesITIL roles - Question #174Functions
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
IT operations managementinfrastructure monitoringevent monitoringservice operation functions - Question #175Key principles and models
Which of the following options is a hierarchy that is used in knowledge management?
DIKW modelknowledge managementdata information knowledge wisdomknowledge hierarchy - Question #176The ITIL service lifecycle
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
service designservice lifecycleprocess design stageoperational processes - Question #177Service management as a practice
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
public frameworksproprietary knowledgeITIL adoptionundocumented knowledge - Question #178Processes
Which of the following is an objective of business relationship management?
business relationship managementcustomer satisfactionBRM objectivesservice provider - Question #179Key principles and models
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
four Psservice designpeople process products partnersdesign framework - Question #180The ITIL service lifecycle
Which of the following BEST describes service strategies value to the business?
service strategybusiness valueservice provider understandingservice levels - Question #181Processes
Which two processes will contribute MOST to enabling effective problem detection?
incident managementevent managementproblem detectionproblem management - Question #182Processes
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?
change managementchange proposalmajor changerisk assessment - Question #183Processes
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 reso...
incident managementincident modelSLAresolution steps - Question #184Key principles and models
Why is it important for service providers to understand patterns of business activity (PBA)?
demand managementpatterns of business activitycapacity planningservice strategy - Question #185Generic concepts and definitions
Which one of the following would NOT be defined as part of every process?
process definitionfunctionsprocess componentsroles - Question #186Processes
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 environm...
service catalogue managementservice cataloguelive environmentservice records - Question #187Key principles and models
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Deming CyclePDCAcontinual improvementCSI - Question #188Processes
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
continual service improvementmetricstechnology metricsprocess metrics - Question #189Generic concepts and definitions
Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers
stakeholderscustomersuserssuppliers - Question #190Roles
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
customerservice targetsrolesservice provider perspective - Question #191Processes
Which process is responsible for sourcing and delivering components of requested standard services?
request fulfilmentstandard servicesservice requestsservice operation - Question #192Service management as a practice
Which of the following is the best definition of service management?
service management definitionorganizational capabilitiesvalue creationservices - Question #193Generic concepts and definitions
Which of the following CANNOT be provided by a tool?
DIKW modelwisdomknowledge managementdata hierarchy - Question #194Processes
Which one of the following is the purpose of service level management?
service level managementSLAservice targetsprocess purpose - Question #195Functions
Which one of the following activities does application management perform?
application managementfunctionsbusiness outcomesservice operation - Question #196Generic concepts and definitions
What is a RACI model used for?
RACI modelroles and responsibilitiesaccountabilitygovernance - Question #197Processes
The remediation plan should be evaluated at what point in the change lifecycle?
change managementremediation planchange lifecyclechange approval - Question #198Processes
Which of the following statements MOST correctly identifies the scope of design coordination activities?
design coordinationservice designchange scopedesign activities - Question #199Processes
What is the PRIMARY process for strategic communication with the service provider's customers?
business relationship managementcustomer communicationstrategic communicationservice strategy - Question #200Processes
Which one of the following is NOT an aim of the change management process?
change managementprocess objectivesservice level managementprocess scope