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Question 1:

How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe.

B. Assess the availability of the appropriate support team.

C. Use an agreed classification which is based on the business impact of the incident.

D. Create an order of incidents based on the dates and times when they were logged.

Correct Answer: C

Question 2:

Which describes normal changes?

A. Changes that are low-risk and pre-authorized

B. Changes that need to be scheduled and assessed following a process

C. Changes that are typically initiated as service requests

D. Changes that must be implemented as soon as possible

Correct Answer: B

Question 3:

Which one of the following is an objective of release and deployment management?

A. To standardize methods and procedures used for efficient and prompt handling of all changes

B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C. To ensure that the overall business risk of change is optimized

D. To define and agree release and deployment plans with customers and stakeholders

Correct Answer: D

Question 4:

Which guiding principle helps to ensure that better information is available for decision making?

A. Keep it simple and practical

B. Think and work holistically

C. Optimize and automate

D. Collaborate and promote visibility

Correct Answer: D

Question 5:

What term is used to describe whether a service will meet availability, capacity and security requirements?

A. Outcomes

B. Value

C. Utility

D. Warranty

Correct Answer: D

Question 6:

Which process is responsible for sourcing and delivering components of requested standard services?

A. Request fulfilment

B. Service portfolio management

C. Service desk

D. IT finance

Correct Answer: A

Question 7:

Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

Correct Answer: A

Question 8:

The remediation plan should be evaluated at what point in the change lifecycle?

A. Before the change is approved

B. Immediately after the change has failed and needs to be backed out

C. After implementation but before the post implementation review

D. After the post implementation review has identified a problem with the change

Correct Answer: A

Question 9:

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A. Change control

B. IT asset management

C. Service desk

D. Service request management

Correct Answer: D

Question 10:

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

A. Reduced total cost of ownership

B. Improved quality of service

C. Improved Service alignment with business goals

D. Better balance of technical skills to support live services

Correct Answer: D

Question 11:

Which is a purpose of release management?

A. To protect the organization\’s information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

Correct Answer: C

Question 12:

What is the purpose of the `monitoring and event management\’ practice?

A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors

C. To capture demand for incident resolution and service requests

D. To systematically observe services and service components

Correct Answer: D

Question 13:

Which of the following are types of service defined in ITIL?

1.

Enabling

2.

Core

3.

Enhancing

4.

Computer

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only

Correct Answer: D

References:

Question 14:

Which is the addition, modification or removal of anything that could have an effect on services?

A. A change

B. An event

C. An incident

D. A problem

Correct Answer: A

Question 15:

Which is a use of a change schedule?

A. Speeding up the planning and authorization of emergency changes

B. Providing information about deployed changes to help manage incidents and problems

C. Tracking and managing improvement ideas from identification through to final action

D. Providing a means of initiating and assessing normal changes

Correct Answer: B