What do customer perceptions and business outcomes help to define?

Key performance indicators (KPIs)

What is the ITIL guidance relating to the closure of resolved incidents?

Only the service desk should close resolved incidents

Anyone can close an incident once it has been resolved

Only the technician that resolved the incident should close the incident

Only the person who raised the incident should close it once it is resolved

Why is ITIL successful?

Its practices are applicable to any IT organization

It always guarantees cost savings

It makes technology architecture easy to design

It can be fully implemented in 30 days

Which process works with change management to ensure only authorized components are used?

Service asset and configuration management

Financial management for IT services

Which process coordinates the resources to ensure the design of the service is realized in service operation?

Transition planning and support

Business relationship management

How can service automation benefit the warranty of a service?

It can monitor service performance and allocate resources based on demand.

It can prevent service capacity from being increased to keep up with demand

It can safely shut down a service that is in danger of exceeding demand

It can improve service quality more efficiently than service management staff

Which two units combine to form the IT operations management function?

IT operations control and facilities management

Facilities management and service desk

Technical management and IT operations control

Technical management and applications management

Which is an objective of information security management?

To ensure that information is complete, accurate and protected against unauthorized modification

To ensure there are sufficient information resources to enable recovery following a disaster

To ensure that risk reduction measures and resilience options are available to support the business

To pre-empt performance issues by taking the necessary actions before they occur

Which processes ensure the targets in the underpinning contracts are appropriate?

Supplier management and service level management

Design coordination and service level management

Service level management and availability management

Configuration management and service portfolio management

Which process is responsible for the maintenance of standard contracts, terms and conditions?

Financial management for IT services

Which is the BEST definition of IT service management?

The implementation and management of quality IT services that meet business needs

An organization supplying services to only external customers

The customer of an IT service provider who defines and agrees the service targets

The resources that are utilized to provide value to customers through services

Which is examined to discover the business demand for services?

Predicted business architecture

Which of the following is an example of proactive problem management?

Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

Suspicion or detection of a cause of one or more incidents by the service desk

Trending of historical incident records to identify one or more underlying causes

Which is NOT an objective of service transition?

To provide training and certification in project management

To ensure that a service can be managed, operated and supported

To provide quality knowledge and information about services and service assets

To plan and manage the capacity and resource requirements to manage a release

What is NOT within the scope of service catalog management?

Fulfillment of business service requests

Contribution to the definition of services

Interfaces between all services and supporting services

Interfaces between the service catalog and service portfolio

Which service transition process provides guidance about converting data into information?

Service asset and configuration management

Which is the CORRECT list of metrics to support CSI activities?

Process, technology and service

Technology, customer and business

Business, service and technology

What value does the continual service improvement (CSI) stage provide to the business

It ensures that IT services remain continuously aligned to business requirements

It provides quick and effective access to new standard services

It increases confidence that a new or changed service can be delivered to specification

It continually monitors services to identify thresholds that are met or service targets that are breached

What is within the scope of business relationship management?

Understanding the business outcomes the customer wants to achieve

Chairing the change advisory board (CAB) for important business changes

Communicating updates to service requests

Finding the underlying cause of business critical service outages

Which is NOT an objective of the change management process?

To deliver and manage IT services at agreed levels to business users

To ensure that all changes to configuration items are recorded in the configuration management system

To ensure that changes are recorded and evaluated

To respond to the business and IT requests for change that will align the services with the business needs

Which is a reason why incident management interfaces with service level management?

To ensure that incident resolution times are aligned with business needs

To ensure that problem records are circulated to all customers

To ensure that the status of faulty configuration items (CI) is recorded

To ensure that incident workarounds are acceptable to the customers

Which is an example of an internal customer?

The HR department whose payroll service is provided by their organization's IT department

A customer who has a contract with an internet service provider for a broadband connection

An IT department that uses a network service obtained from a supplier

A retail bank that outsources its infrastructure to a third-party supplier

ITIL Trial Exam

Authored by Omantel Ohi

Professional Development

Used 284+ times

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40 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which BEST describes a 'partner' from the 'four Ps'?

Vendor

Customer

Department

Business

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In which stage of the CSI seven-step improvement process is data transformed into information?

Gather the data

Define what you can measure

Implement improvements

Analyse the data

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the process owner accountable for?

Managing resources assigned to the process

Communicating process information to ensure awareness

Ensuring that all required activities are carried out throughout the

service life-cycle

Creating records to show that activities have been carried out

correctly

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which statement BEST describes the customers and users of an IT service?

Customers buy IT services; users use IT services

Customers design IT services; users test IT services

Customers sell IT services; users improve IT services

Customers agree the service levels; users buy IT services

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

Technology, customer, user

Corporate, customer, service

Corporate, customer, technology

Service, user, IT

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following are process enablers?

Activities and work instructions

Objectives and feedback

Policies and procedures

Resources and capabilities

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which statement about configuration items (CIs) is NOT true?

They are an asset required to deliver an IT service

They must be under the control of change management

They are managed by the deployment process

They can be a server or a software license

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ITIL Trial Exam

Which BEST describes a 'partner' from the 'four Ps'?

In which stage of the CSI seven-step improvement process is data transformed into information?

What is the process owner accountable for?

Which statement BEST describes the customers and users of an IT service?

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

Which of the following are process enablers?

Which statement about configuration items (CIs) is NOT true?

Which tool helps with defining accountability and responsibility within processes?

What do customer perceptions and business outcomes help to define?

What are the two MAIN types of activity in problem management?

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