ITIL Exam Questions
541 real ITIL exam questions with expert-verified answers and explanations. Page 9 of 11.
- Question #406The ITIL service lifecycle
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
Service DesignITIL publicationsservice lifecycleSLM - Question #407Functions
Which of these statements about Service Desk staff is CORRECT?
service deskstaff managementcareer developmenthuman resources - Question #408Generic concepts and definitions
Which of the following statements is INCORRECT?
SKMSCMSknowledge managementconfiguration management - Question #409Generic concepts and definitions
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
service assetsresourcescapabilitiesservice value - Question #410The ITIL service lifecycle
Which is the correct combination of Service Management terms across the Lifecycle?
service lifecycleservice management termslifecycle stagesterminology mapping - Question #411Processes
A plan for managing the end of a supplier contract should be created when?
supplier managementcontract managementsupplier contractsrisk management - Question #412Processes
Which of the following sentences BEST describes a Standard Change?
standard changechange managementchange typespre-authorized change - Question #413The ITIL service lifecycle
The BEST description of the purpose of Service Operation is?
service operationIT service deliveryITIL lifecycleservice support - Question #414Key principles and models
Which of the following models would be MOST useful in helping to define an organizational structure?
RACI modelorganizational structureroles and responsibilitiesaccountability - Question #415Processes
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
demand managementpatterns of business activitycustomer usagebusiness lifecycle - Question #416The ITIL service lifecycle
Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to who...
service strategyservice portfoliopatterns of business activityinvestment prioritization - Question #417Processes
Effective release and deployment management enables the service provider to add value to the business by?
release managementdeployment managementvalue deliveryrisk management - Question #418Key principles and models
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
PDCA cycleDeming cyclecontinual improvementCSI - Question #419Processes
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the ques...
CSI7-step improvement processservice operationmeasurement - Question #420Roles
Which of the following are responsibilities of a Service Level Manager? (1) Agreeing targets in Service Level Agreements (2) Designing the service so it can meet the targets (3) En...
service level managerSLMSLAroles and responsibilities - Question #421Roles
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
SACM rolesConfiguration ManagerService Asset ManagerConfiguration Administrator - Question #422Roles
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
Incident ManagerauthorityIncident ManagementService Desk - Question #423Key principles and models
Which of the following statements is CORRECT?
CMSSKMSKEDBCMDB - Question #424Processes
The MAIN purpose of the Service Portfolio is to describe services in terms of?
Service Portfoliobusiness valueService Strategy - Question #425Functions
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
Application Managementbuy vs buildIT functions - Question #426Key principles and models
What is the entry point or the first level of the V model?
V modelcustomer needsService Transitionvalidation and testing - Question #427Generic concepts and definitions
Which of the following is the BEST definition of an Incident?
Incidentdefinitionservice interruptionservice quality - Question #428Processes
Service Acceptance criteria are used to?
Service Acceptance Criteriaservice deliveryService Transition - Question #429Functions
Which of the following are Service Desk organizational structures? (1) Local Service Desk (2) Virtual Service Desk (3) IT Help Desk (4) Follow the Sun
Service Deskorganizational structurevirtual service deskfollow the sun - Question #430Key principles and models
Which of the following CANNOT be stored and managed by a tool?
DIKW modelwisdomknowledge managementSKMS - Question #431Processes
Which process is responsible for frequently occurring changes where risk and cost are low?
Request Fulfillmentstandard changeslow riskservice requests - Question #432The ITIL service lifecycle
Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the l...
service lifecyclevalue measurementCSIservice phases - Question #433Processes
Which of the following is NOT an aim of the Change Management process?
Change Managementobjectivesfinancial managementCIs - Question #434Processes
How does Problem Management work with Change Management?
Problem ManagementChange ManagementRFCprocess integration - Question #435Key principles and models
What does the continual service improvement (CSI) approach enable a business to achieve?
CSIcontinual service improvementimprovement decisions - Question #436Generic concepts and definitions
Which of the following BEST describes an operational level agreement (OLA)?
OLAoperational level agreementservice agreementsunderpinning contracts - Question #437Functions
Which of the following is NOT an objective of the operations management function?
IT Operations ManagementDMLoperations objectivesfunctions - Question #438Generic concepts and definitions
What is the BEST description of an external customer?
external customercustomer typesservice providerorganization boundary - Question #439Generic concepts and definitions
How is a service delivered between departments of the same organization classified?
internal serviceservice classificationservice provider typesdepartments - Question #440The ITIL service lifecycle
What BEST describes the value of service transition to the business?
Service Transitionbusiness valuechange successlifecycle value - Question #441Processes
Which is an objective of access management?
access managementservice operationuser access controlIT security - Question #442Processes
What should be documented as part of every process?
process documentationprocess managementwork instructionsprocess policy - Question #443Generic concepts and definitions
What BEST defines serviceability?
serviceabilityavailability managementsupplier managementservice definitions - Question #444Key principles and models
In service design, which term describes services, technologies and tools?
4 Ps of service designproductsservice design frameworkpeople partners processes - Question #445Processes
What should a release policy include?
release policyrelease managementearly life supportservice transition - Question #446Processes
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
service catalogue managementlive environmentservice informationservice transition - Question #447Key principles and models
What BEST describes an important principle of communication in service operation?
service operationcommunication principlesIT operations management - Question #448Processes
What is an objective of event management?
event managementchange of state detectionservice operationIT monitoring - Question #449Generic concepts and definitions
Where are the details of core and enhancing services provided?
service cataloguecore servicesenhancing servicesservice portfolio - Question #450Processes
Which is used to assess business demand for services?
patterns of business activitydemand managementservice strategybusiness demand - Question #451The ITIL service lifecycle
What BEST describes the value of service operation to the business?
service operationbusiness valueservice outagesITIL lifecycle - Question #452Processes
Which process analyses services that are no longer viable and when they should be retired?
service portfolio managementservice retirementservice strategyservice viability - Question #453Roles
What BEST defines roles and responsibilities in relation to process and activities?
RACI matrixroles and responsibilitiesprocess activitiesaccountability - Question #454The ITIL service lifecycle
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
service transitiontool deploymentprocess toolstransition activities - Question #455Processes
Which three types of metric support Continual Service Improvement (CSI) activities?
CSI metricstechnology metricsprocess metricsservice metrics