ITIL Practice Questions

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

What are the two major processes in Problem Management?

Which of the following BEST describes a Change Authority?

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of whic...

Which is NOT a purpose of a Product Description?

Identify the input to the Problem Management process.

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

Who owns the specific costs and risks associated with providing a service?

Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?

Which of the following are aspects of Service Design? (1) Architectures (2) Technology (3) Service Management processes (4) Metrics

Which is the BEST definition of a Configuration Item (CI)?

Which model delivers a view of the services, assets and infrastructure?

The BEST processes to automate are those that are:

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? (1) Risk assessment (2) Testing of resilience mechanisms (3) Monito...

Which of the following statements about processes is INCORRECT?

Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities

The Supplier Management process includes: (1) Service Design activities, to ensure that contracts will be able to support the service requirements (2) Service Operation activities,...

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Which of the following might be used to manage an Incident? (1) Incident Model (2) Known Error Record

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and t...

In the phrase "People, Processes, Products and Partners". Products refers to:

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

When is it confirmed if a project's objectives have been achieved?

Which is a definition of a risk cause?

Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment (3) Supporting systems, tools and proce...

Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient proces...

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles a...

Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3)...

What are the processes within Service Operation?

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

Which of the following activities is NOT a part of the Deming Cycle?

Which of the following is an example of capabilities?

Which of the following models would be MOST usefulin helping to define roles andresponsibilities in an organization structure?

A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed ser...

Which of the following is NOT defined as part of every process?

Customer perceptions and business outcomes help lo define what?

Which of the following questions does the guidance in service strategy help to answer? (1) What services should we offer and to whom? (2) How do we differentiate ourselves from com...

Which core publication will you find detailed descriptions of service catalog management, information security and support management?

Which of the following would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencie...

Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

When tan a known error record tie raised? (1) At any time when it would be useful to do so (2) After a workaround has been found

Which of the following activities is NOT a part of the Derning Cycle?

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

Which of the following statements about incident reporting and logging is CORRECT?

Which of the following is an example of self-help capabilities?