ITIL Practice Questions

Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record

Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2. Communication related to changes 3. Performance report...

Where would all the possible service improvement opportunities be recorded?

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Which of the following is the BEST description of a Business Case?

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

The BEST description of the guidance provided by Service Design is?

Which process is responsible for frequently occurring changes where risk and cost are low?

To add value to the business, what are the four reasons to monitor and measure?

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

What is the definition of an Alert?

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Which of the following CANNOT be stored and managed by a tool?

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?

The difference between service metrics and technology metrics is BEST described as?

Which of the following describes risk proximity?

Which of the following is the BEST definition of an Incident?

Which of the following statements about processes is INCORRECT?

Which of the following statements about processes is INCORRECT?

A Service Level Agreement is?

One of the five major aspects of Service Design is the design of the service solutions. It includes?

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

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

Which is the first step in the 7 Step Improvement Process?

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

Which of these is NOT a responsibility of Application Management?

Which is the first step in the 7 Step Improvement Process?

What is the definition of an Alert?

To add value to the business, what are the four reasons to monitor and measure?

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Which of the following CANNOT be stored and managed by a tool?

Major Incidents require:

Which of the following is concerned with fairness and transparency?

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Contracts relating to an outsourced Data Centre would be managed by?

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

What is the definition of an Alert?

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities inc...

How is the Service Catalogue used to add value to the service provider organization?

Which of the following is the goal or purpose of service level management?

Removing or restricting rights to use an IT Service is the responsibility of which process?

Which is a recommended response type to respond to either a threat or an opportunity?

Which Function would provide staff to monitor events in a Network Operations Centre?

Which of the following is a responsibility of Supplier Management?

Which of the following areas would not be supported by a Service Design tool?

Which of the following would be carried out as part of a post-project benefits review?

Which Function would provide staff to monitor events in an Operations Bridge?

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

Which of the following is one of the primary objectives of Service Strategy?