ITIL Practice Questions

What are customers of IT services who work in the same organization as the service provider known as?

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?

Which of the following BEST describes the purpose of access management?

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

Which one of the following includes four stages called Plan, Do, Check and Act?

The consideration of value creation is a principle of which stage of the service lifecycle?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

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 pr...

Service transition contains detailed descriptions of which processes?

Which statement should NOT be part of the value proposition for Service Design?

Which process would be used to compare the value that newer services have offered over those they have replaced?

Which of the following is NOT an objective of Continual Service Improvement?

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

Which of the following is NOT a purpose of Service Transition?

Which Service Design process makes the most use of data supplied by Demand Management?

In which of the following should details of a workaround be documented?

Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication...

The BEST description of an Incident is:

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

What is IT Governance concerned with?

Which process is responsible for managing relationships with vendors?

Which statement about Service Level Agreements (SLAs) is CORRECT?

Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for possible closure,...

Which of the following do Service Metrics measure?

Which statement about the service portfolio is TRUE?

Which of the following statements describes the objectives of service asset and configuration management? 1. To identify, control, report and verify service assets and configuratio...

Which of the following statements correctly states the relationship between urgency, priority and impact?

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Which of the following is NOT a benefit of using public frameworks and standards?

Which of the following statements about processes is INCORRECT?

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Which stage of the change management process deals with what should be done if the change is unsuccessful?

Which of the following is MOST concerned with the design of new or changed services?

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 m...

Which of the following statement about the service owner is INCORRECT?

Which Functions are included in IT operations management?

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

The definitive media library is the responsibility of:

What are the three service provider business models?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

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 complet...

Which of the following are types of service defined in ITIL? 1. Core 2. Enabling 3. Special

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?