2024 ITIL Exam Prep: Practice Tests & Study Materials, ITIL 4 Foundation Exam

Question #1

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

A. Access management

B. Request Fulfillment C

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Correct Answer: B

Question #2

When can a known error record be raised? 1.At any time it would be useful to do so 2.After a workaround has been found

A. 2 only

B. 1 only C

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Correct Answer: D

Question #3

Which of the following would be examined by a major problem review? 1.Things that were done correctly 2.Things that were done incorrectly 3.How to prevent recurrence 4.What could be done better in the future

A. 1 only

B. 2 and 3 only C

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Correct Answer: D

Question #4

The success of Service Operation phase is based on some important Critical Success Factors. From the options below, which would be the most important for Service Operation?

A. Management support for using phase Business support to ensure users use Service Desk as little as possible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools – especially Incident Management Measurement and reporting of capacity

B. Management support for setting up phase Business support to ensure users call Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools Measurement and reporting of usage

C. Management support for setting up SD Business support to ensure users call Service Desk Champions to lead Service Support Staffing and retention of Service Desk Service management understanding Suitable tools – especially Service Desk Measurement and reporting

D. Management support for setting up phase Business support to ensure users use Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools – especially Service Desk Measurement and reporting

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Correct Answer: D

Question #5

Which of the following would NOT be contained in a release policy?

A. Naming and numbering conventions

B. Entry and exit criteria of the release into testing C

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Correct Answer: D

Question #6

Which statement is CORRECT?

A. A function is a set of responsibilities allocated to a service manager

B. A process is a team or group of people and the tools they use to perform one or more activities C

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Correct Answer: D

Question #7

Which of the following provide value to the business from service strategy? 1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 2.Enabling the service provider to respond quickly and effectively to changes in the business environment 3.Reduction in the duration and frequency of service outages

A. All of the above

B. 1 and 3 only C

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Correct Answer: C

Question #8

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:

A. Only manage Incidents effectively through 1 st and 2nd line

B. Only manage Incidents effectively through the 1 st line C

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Correct Answer: D

Question #9

Which of the following provide value to the business from service strategy? 1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 2.Enabling the service provider to respond quickly and effectively to changes in the business environment 3.Support the creation of a portfolio of quantified services

A. All of the above

B. 1 and 3 only C

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Correct Answer: A

Question #10

Scenario You are the CIO of a large stock broking firm, based in Hong Kong. Recently this company has acquired two other major firms in London and New York. Total Company staff now exceeds 800 people. Each Firm currently has their own Service Desk. Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff London has 3 SD staff to 140 employees with 3 2nd level support staff New York has 5 SD staff to 250 employees with 5 2nd level support staff With this new merger comes new support issues.

A. By implementing a follow the sun SD, you use current data to determine minimum staffing requirements in each location to support its own location and the expected support levels in other locations

B. By implementing a follow the sun SD, you use current data to determine minimum staffing requirements in each location to support its own location and the expected support levels in other locations

C. By implementing a follow the sun SD, you will start by investigating if the current infrastructure is capable of supporting a global service desk, including use of VOIP technology (this is possible)

D. By implementing a follow the sun SD, location

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Correct Answer: C

Question #11

Which of the following statements is CORRECT for every process? 1.It delivers its primary results to a customer or stakeholder 2.It defines activities that are executed by a single function

A. Both of the above

B. 1 only C

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Correct Answer: B

Question #12

Which one of the following is the BEST definition of reliability?

A. The availability of a service or component

B. The level of risk that affects a service or process C

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Correct Answer: C

Question #13

Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C. Emergency changes should be authorized and implemented as service requests

D. Emergency changes must be fully documented before authorization and implementation

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Correct Answer: D

Question #14

What is the Service Pipeline?

A. All services that are at a conceptual or development stage

B. All services except those that have been retired C

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Correct Answer: A

Question #15

Which of the following are goals of Service Operation? (1)To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business (2)The successful release of services into the live environment

A. 1 only

B. 2 only C

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Correct Answer: A

Question #16

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 procedures. (4)Handover activities and responsibilities

A. 1,2 and 3 only

B. 2,3 and 4 only

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Correct Answer: C

Question #17

Which process would maintain policies, standards and models for service transition activities and processes?

A. Change management

B. Capacity management C

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Correct Answer: C

Question #18

What is used to control a process?

A. Inputs

B. Functions C

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Correct Answer: C

Question #19

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

A. An SLA is legally binding, an OLA is a best efforts agreement

B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service C

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Correct Answer: D

Question #20

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. A service option

B. A service transition package (STP) C

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Correct Answer: C

Question #21

Which one of the following is an objective of service transition?

A. To negotiate service levels for new services

B. To ensure that service changes create the expected business value C

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Correct Answer: B

Question #22

Scenario Vision Media is an international media organization, operating various lines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now is comprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates al

A. The design of a quality Access Management process will need to consider the current state of IT Service Management that exists within the IT department, as well as the organizational requirements of Vision Media in general

B. The design of an efficient Access Management process will need to account for the existing IT Service Management processes already implemented within the IT department, as well as the Human Resource requirements of Vision Media in general

C. It is important that the implementation of Access Management considers a number of key interfaces with existing IT Service Management processes, as well as other business processes, to ensure success and satisfaction of its defined objectives

D. Access Management will need to be implemented in isolation from existing IT Service Management processes already in place at Vision Media so that its’ integrity can be ensured

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Correct Answer: C

Question #23

Scenario Vision Media is an international media organization, operating various lines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now is comprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates al

A. I

B. I

C. I

D. I

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Correct Answer: B

Question #24

Which ITIL process is used to restore normal service operation as quickly as possible?

A. Service level management

B. Incident management C

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Correct Answer: B

Question #25

Which of the following statements about standard changes are CORRECT? 1.The approach is pre-authorized 2.The risk is usually low and well understood 3.Details of the change will be recorded 4.Some standard changes will be triggered by the request fulfilment process

A. 1 only

B. 2 and 3 only C

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Correct Answer: D

Question #26

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. Change proposal

B. Change policy C

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Correct Answer: A

Question #27

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

A. The design and development of new services

B. The design and development of service improvements C

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Correct Answer: C

Question #28

Which of the following should IT service continuity strategy be based on? 1.Design of the service metrics 2.Business continuity strategy 3.Business impact analysis (BIA) 4.Risk assessment

A. 1,2 and 4 only

B. 1,2 and 3 only C

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Correct Answer: C

Question #29

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A. Transition planning and support

B. Design co-ordination C

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Correct Answer: A

Question #30

Which of the following statements about processes is INCORRECT?

A. The output from a process has to conform to operational norms derived from business objectives

B. The objective of any IT process should be expressed in terms of business benefits and goals C

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Correct Answer: D

Question #31

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 competing alternatives? (3)How do we create value for our customers?

A. 1 only

B. 2 only C

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Correct Answer: D

Question #32

What should a release policy include?

A. Roles and responsibilities across all the service transition processes

B. Roles and responsibilities for updating the configuration management database (CMDB) C

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Correct Answer: C

Question #33

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services C

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Correct Answer: D

Question #34

Which of the following do Service Metrics measure?

A. Processes and functions

B. Maturity and cost C

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Correct Answer: C

Question #35

Which of the following is NOT one of the five individual aspects of service design?

A. The design of the service portfolio, including the service catalogue

B. The design of new or changed services C

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Correct Answer: C

Question #36

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)Ensuring all needed contracts and agreements are in place

A. 1 and 3 only

B. All of the above C

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Correct Answer: B

Question #37

What BEST describes the value of service transition to the business?

A. It supports the creation of a catalogue of services

B. It leads to gradual and continual improvement in service quality C

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Correct Answer: B

Question #38

Which role is accountable for the operational management of a process?

A. Process practitioner

B. Process manager C

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Correct Answer: B

Question #39

Which of the following is NOT an objective of Service Operation?

A. Thorough testing, to ensure that services are designed to meet business needs

B. To deliver and support IT Services

C. To manage the technology used to deliver services

D. To monitor the performance of technology and processes

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Correct Answer: A

Question #40

Scenario Brewster’s is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children’s collectable novelty erasers. Brewster’s IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti

A. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident

B. % of calls resolved by Service Desk Average time to resolve incident Average time to escalate incident % of customer updates conducted within target times Customer feedback Average Service Desk cost of handling incident

C. o % of calls answered by Service Desk Average time to escalate incident % of customer updates conducted within Service Desk hours Customer feedback Average cost of handling incident

D. % of calls answered by Service Desk Average time to resolve problems Average time to escalate problem % of customer updates conducted within Service Desk times Customer feedback Average cost of handling problem

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Correct Answer: B

Question #41

Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)

B. The SKMS can include data on the performance of the organization C

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Correct Answer: A

Question #42

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. Describes the topography of the hardware

B. Describes how the configuration items (Cis) work together to deliver the services C

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Correct Answer: B

Question #43

Which of the following BEST describes the purpose of Event Management?

A. To detect events, make sense of them and determine the appropriate control action

B. To monitor interactions and exceptions within the infrastructure

C. To monitor and control the activities of technical staff

D. To detect and escalate exceptions to normal service operation

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Correct Answer: A

Question #44

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A. Knowledge Management

B. Availability Management C

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Correct Answer: A

Question #45

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?

A. Extreme focus on cost

B. Extreme focus on responsiveness C

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Correct Answer: D

Question #46

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A. Availability management

B. Capacity management C

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Correct Answer: C

Question #47

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

A. Design coordination and service level management

B. Supplier management and service level management C

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Correct Answer: B

Question #48

Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packages

B. Producing quality, secure and resilient designs for new or improved services C

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Correct Answer: A

Question #49

Scenario Brewster’s is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children’s collectable novelty erasers. Brewster’s IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti

A. You decide to recommend implementation of the Event Management process to formalize the event monitoring, planning and overall management

B. You are not concerned with the lack of skill sharing between the Operational Support departments and Service Design as they are two separate entities of the Service Lifecycle with their own objectives

C. You are not concerned with the lack of skill sharing between the Operational Support departments and Service Design as they are two separate entities of the Service Lifecycle with their own objectives

D. Implement the Problem Management process, to ensure there are both reactive and proactive activities taking place with regards to Problems, a knowledge bank of information including known errors, workarounds, problems and incident records is produced and maintained

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Correct Answer: A

Question #50

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 question "Did we get there?"

A. Service Strategy

B. Service Design C

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Correct Answer: C

Question #51

Which of the following identify the purpose of business relationship management? 1.To establish and maintain a business relationship between service provider and customer 2.To identify customer needs and ensure that the service provider is able to meet

A. Both of the above

B. 1 only C

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Correct Answer: A

Question #52

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1.Providing an understanding of what strategy is 2.Ensuring a working relationship between the customer and service provider 3.Defining how value is created

A. 1 only

B. 2 only C

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Correct Answer: D

Question #53

What is the primary focus of component capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management C

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Correct Answer: C

Question #54

Which of the following is NOT an objective of request fulfillment?

A. To provide information to users about what services are available and how to request them

B. To update the service catalogue with services that may be requested through the service desk C

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Correct Answer: B

Question #55

The configuration management system is part of which system?

A. The availability management information system

B. The capacity management information system C

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Correct Answer: D

Question #56

Which of the following BEST describes a problem?

A. An issue reported by a user

B. The cause of two or more incidents C

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Correct Answer: D

Question #57

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services C

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Correct Answer: C

Question #58

Which of the following are valid parts of the service portfolio? 1.Service pipeline 2.Service knowledge management system (SKMS) 3.Service catalogue

A. 1 and 2 only

B. 3 only C

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Correct Answer: C

Question #59

Which statement BEST describes the stakeholders in service management?

A. A stakeholder can only be the customer of a service

B. A stakeholder is any individual or group that has invested their money and time in the services C

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Correct Answer: D

Question #60

Which of the following should be considered when designing measurement systems, methods and metrics? 1.The services 2.The architectures 3.The configuration items 4.The processes

A. 1,2 and 3 only

B. 1,3 and 4 only C

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Correct Answer: D

Question #61

Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its’ multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in

A. You understand the need to review current practices, so you compare current practices against those described in the ITIL volume of Service Operation

B. You communicate the need to review the situation, inviting various stakeholders from the IT departments and other business units to discuss the issues at hand

C. You understand the need for compliance to the defined processes, as currently many staff do not follow prescribed guidelines and procedures

D. You communicate the need to understand more about the current issues, so you invite the Service Desk, Incident, Problem and Release & Deployment managers to a meeting to review the situation

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Correct Answer: B

Question #62

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A. A capacity database

B. A definitive media library C

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Correct Answer: D

Question #63

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

A. Business Objectives, IT Objectives, Process Metrics

B. Process Models, Goals and Objectives C

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Correct Answer: C

Question #64

Remediation planning is a key part of which process?

A. Capacity management

B. Change management C

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Correct Answer: B

Question #65

In which of the following situations should a Problem Record be created?

A. An event indicates that a redundant network segment has failed but it has not impacted any users

B. An Incident is passed to second-level support C

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Correct Answer: C

Question #66

Which is one of the five aspects of service design?

A. Management information systems and tools

B. Risk analysis and management approach C

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Correct Answer: A

Question #67

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

A. Early Life Support

B. Service Test Manager C

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Correct Answer: A

Question #68

Which of the following is NOT a benefit of using public frameworks and standards?

A. Knowledge of public frameworks is more likely to be widely distributed

B. They are always free ensuring they can be implemented quickly C

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Correct Answer: B

Question #69

What is the BEST definition of a definitive media library?

A. It is a secure library in which the latest versions of authorized software items are stored and protected

B. It is a structured document with definitive information regarding all live IT services, including those available for deployment

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Correct Answer: C

Question #70

Which stage of the change management process deals with what should be done if the change is unsuccessful?

A. Remediation planning

B. Categorization C

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Correct Answer: A

Question #71

Scenario Brewster’s is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children’s collectable novelty erasers. Brewster’s IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti

A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment

B. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment

C. The results of this initial assessment are better than you had expected, you do not see any need to change things yet

D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet

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Correct Answer: B

Question #72

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A. Service level management

B. Service catalogue management C

View answer

Correct Answer: B

Question #73

Scenario NEB is a financial management company that specializes in lending money for substantial property investments. They have a large IT department that is currently using the following ITSM processes: Service Level Management Availability Management IT Service Continuity Management Information Security Management Incident Management Problem Management. Each of these processes have been implemented within the planned target time and are working effectively and efficiently. Staff have adapted to the chang

A. Your first recommendation is to implement the Access Management process as soon as possible

B. Your first recommendation is to implement the Access Management process as soon as possible

C. Your first recommendation is to implement the Access Management process as soon as possible

D. Your first recommendation is to implement the Access Management process as soon as possible

View answer

Correct Answer: B

Question #74

Why is ITIL successful?

A. It always guarantees cost savings

B. Its practices are applicable to any IT organization C

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Correct Answer: B

Question #75

Which of the following statement about the service owner is INCORRECT?

A. Carries out the day-to-day monitoring and operation of the service they own

B. Contributes to continual improvement affecting the service they own C

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Correct Answer: A

Question #76

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

A. Applications Management

B. Service Desk C

View answer

Correct Answer: D

Question #77

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

A. 2 only

B. 1 only C

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Correct Answer: C

Question #78

Which of the following statements is CORRECT?

A. IT Service Continuity Management can only take place once Business Continuity Management has been established

B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management C

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Correct Answer: B

Question #79

Which process will regularly analOyse incident data to identify discernible trends?

A. Service level management

B. Problem management C

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Correct Answer: B

Question #80

Hierarchic escalation is BEST described as?

A. Notifying more senior levels of management about an incident

B. Passing an incident to people with a greater level of technical skill C

View answer

Correct Answer: A

Question #81

Which of the following is concerned with fairness and transparency?

A. Capacity management

B. Governance C

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Correct Answer: B

Question #82

What is the primary focus of the business management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management C

View answer

Correct Answer: D

Question #83

How are groups, teams, departments and divisions classified?

A. Processes

B. Functions C

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Correct Answer: B

Question #84

Which of the following statements about processes is INCORRECT?

A. They are units of organizations

B. They are measurable C

View answer

Correct Answer: A

Question #85

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A. The Service Level Manager

B. The IT Service Continuity Manager C

View answer

Correct Answer: D

Question #86

Which of the following is NOT an aim of the Change Management process?

A. Overall business risk is optimized

B. Standardized methods and procedures are used for efficient and prompt handling of all Changes C

View answer

Correct Answer: C

Question #87

Where are the details of core and enhancing service provided?

A. The definitive media library

B. The configuration management system

View answer

Correct Answer: D

Question #88

Which of the following should NOT be a concern of Risk Management?

A. To ensure that the organization can continue to operate in the event of a major disruption or disaster

B. To ensure that the workplace is a safe environment for its employees and customers C

View answer

Correct Answer: D

Question #89

What guidance does ITIL give on the frequency of production of service reporting?

A. Service reporting intervals must be defined and agreed with the customers

B. Reporting intervals should be set by the service provider C

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Correct Answer: A

Question #90

Which of the following is service transition planning and support NOT responsible for?

A. Prioritizing conflicts for service transition resources

B. Coordinating the efforts required to manage multiple simultaneous transitions C

View answer

Correct Answer: D

Question #91

Which of the following are sources of best practice? 1.Academic research 2.Internal experience 3.Industry practices

A. All of the above

B. 1 and 3 only C

View answer

Correct Answer: A

Question #92

Which of the following CANNOT be provided by a tool?

A. Knowledge

B. Information C

View answer

Correct Answer: C

Question #93

What does the continual service improvement (CSI) approach enable a business to achieve?

A. It keeps the communication going within the business

B. It helps the business in making decisions on improvement initiatives C

View answer

Correct Answer: B

Question #94

Which of the following BEST describes an operational level agreement (OLA)?

A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity

B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services

View answer

Correct Answer: B

Question #95

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

A. Software design

B. Process design C

View answer

Correct Answer: D

Question #96

What BEST describes an important principle of communication in service operation?

A. It is efficient, effective and economical for all IT services

B. It has an intended purpose or a resultant action C

View answer

Correct Answer: D

Question #97

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 which role?

A. The Service Level Manager

B. The Configuration Manager C

View answer

Correct Answer: D

Question #98

Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its’ multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in

A. You realize a coordinated approach is the best method, including: The development of the ITS Service Desk to be the single point of contact for ALL end user (internal) queries

B. You realize a phased approach is the best method, including four phases: Phase 1 – Build or purchase a service management tool that will be used by all IT departments for managing incidents, problems and service requests Phase 2 – Standardize the use of ITIL processes used by the ITS department across all IT departments at Vericom Phase 3 – Deliver training and awareness sessions for staff regarding the importance of the processes and how they should be used

C. You realize a coordinated approach is the best method, including: Developing a telephone system that will route calls to the appropriate Service Desk based on the user’s input

D. You realize that improving the business awareness of IT is most important, and address the issues by: Identifying the training requirements of end users to improve their use of IT service Implement an online Service Catalogue for all IT Services, with self-help capabilities to log and track incidents, problems and service requests Assist Service Level Management in improving the visibility of the IT organization in general, and identify areas of customer satisfaction that need improving Build or purchase a service management tool that will be used by all IT departments and end users for managing incidents, problems, Known Errors and service requests

View answer

Correct Answer: A

Question #99

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

A. Continual service improvement

B. Service operation C

View answer

Correct Answer: A

Question #100

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A. An agreement with an individual customer group, covering all the services that they use

B. An agreement that covers one service for a single customer C

View answer

Correct Answer: D

Question #101

Identity and Rights are two major concepts involved in which one of the following processes?

A. Access Management

B. Facilities Management C

View answer

Correct Answer: A

Question #102

Which describes a proactive trigger for problem management?

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

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

View answer

Correct Answer: D

Question #103

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

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

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

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Correct Answer: B

Question #104

Which of the following BEST describes technical management?

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers C

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Correct Answer: D

Question #105

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

A. Service strategy

B. Service transition C

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Correct Answer: C

Question #106

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

A. External Customers

B. Suppliers C

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Correct Answer: B

Question #107

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

A. A functional escalation

B. A service level escalation C

View answer

Correct Answer: D

Question #108

What BEST describes the value of continual service improvement to the business?

A. It supports the creation of a portfolio of quantified services

B. It results in gradual improvement in cost effectiveness C

View answer

Correct Answer: B

Question #109

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

A. People, Products, Partners, Profit

B. People, Process, Products, Partners C

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Correct Answer: B

Question #110

What would be the next step in the continual service improvement (CSI) model after? 1.What is the vision? 2.Where are we now? 3.Where do we want to be? 4.How do we get there? 5.Did we get there? 6.?

A. What is the return on investment (ROI)?

B. How much did it cost? C

View answer

Correct Answer: C

Question #111

What is the best definition of an Incident Model?

A. A type of incident involving an authorized Configuration Item (CI)

B. The template used by Service Desk analysts to record incidents

C. A set of pre-defined steps to be followed when dealing with a known type of incident

D. An Incident that is easy is solved at first contact

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Correct Answer: C

Question #112

Which one of the following includes four stages called Plan, Do, Check and Act?

A. The Deming Cycle

B. The continual service improvement approach C

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Correct Answer: A

Question #113

A plan for managing the end of a supplier contract should be created when?

A. The contract is being negotiated

B. The contract is about to be ended C

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Correct Answer: A

Question #114

Which of the following is NOT an objective of service transition?

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

B. To provide training and certification in project management C

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Correct Answer: B

Question #115

Which is responsible for the production of the service design package (SDP)?

A. Service portfolio management

B. Service catalogue management C

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Correct Answer: D

Question #116

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement(OLA)

B. Capacity plan C

View answer

Correct Answer: D

Question #117

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services

B. It is mandatory that all changes are subject to design coordination activity C

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Correct Answer: D

Question #118

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom C

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Correct Answer: B

Question #119

Which process includes business, service and component sub-processes?

A. Capacity management

B. Incident management C

View answer

Correct Answer: A

Question #120

Scenario Brewster’s is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children’s collectable novelty erasers. Brewster’s IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti

A. Organize a meeting with the managers of each IT department and form a Communication Plan

B. Organize a meeting with the managers of each IT department and form a Communication Plan

C. Recommend to the Business that a new staff training program needs to be implemented that will include one service desk member per week shadowing a member of staff in each of the Business Process areas to learn how they do things and what the business objectives are

D. No immediate action required

View answer

Correct Answer: A

Question #121

Technical Management is NOT responsible for?

A. Maintenance of the technical Infrastructure

B. Documenting and maintaining the technical skills required to manage and support the IT Infrastructure

C. Defining the Operational Level Agreements for the various technical teams

D. Diagnosis of, and recovery from, technical failures

View answer

Correct Answer: C

Question #122

Which of the following is NOT an example of a Service Request?

A. A user calls the Service Desk to order a toner cartridge

B. A user calls the Service Desk because they would like to change the functionality of an application

C. A Manager submits a request for a new employee to be given access to an application

D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options

View answer

Correct Answer: B

Question #123

Which one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that service level agreements are maintained C

View answer

Correct Answer: B

Question #124

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)Monitoring of component availability

A. All of the above

B. 1 and 2 only C

View answer

Correct Answer: B

Question #125

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. Service operation

B. Service transition C

View answer

Correct Answer: C

Question #126

What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

A. an emergency change

B. an alert C

View answer

Correct Answer: B

Question #127

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 dependencies

A. 1 and 2 only

B. 1 and 3 only C

View answer

Correct Answer: C

Question #128

Which of the following is NOT a source of best practice?

A. Standards

B. Technology C

View answer

Correct Answer: B

Question #129

Which of these would fall outside the scope of a typical service change management process?

A. A change to a contract with a supplier

B. A firmware upgrade to a server that is only used for IT Service Continuity purposes C

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Correct Answer: D

Question #130

What service could include a differentiation as an "excitement factor"?

A. A core service

B. An enabling service C

View answer

Correct Answer: D

Question #131

What is defined as the ability of a service, component or configuration item (Cl) to perform its agreed function when required?

A. Serviceability

B. Availability C

View answer

Correct Answer: B

Question #132

Which is the CORRECT description of an outcome?

A. The result of carrying out an activity, following a process, or delivering an IT service

B. The inputs that trigger an action for an activity, process or IT service C

View answer

Correct Answer: A

Question #133

Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its’ multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in

A. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits

B. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits

C. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits

D. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits

View answer

Correct Answer: B

Question #134

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A. Suppliers, manufacturers and vendors

B. Customers C

View answer

Correct Answer: A

Question #135

Which one of the following is it the responsibility of supplier management to negotiate and agree?

A. Service level agreements (SLAs)

B. Third-party contracts C

View answer

Correct Answer: B

Question #136

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. The change authorization board

B. The change advisory board C

View answer

Correct Answer: B

Question #137

Which document shows a detailed analysis of business impact and benefits?

A. A return on investment

B. Service level requirements C

View answer

Correct Answer: C

Question #138

Which service lifecycle stage provides the following values to the business?

A. Service transition

B. Service strategy C

View answer

Correct Answer: C

Question #139

What term describes actions taken to recover after a failed change or release?

A. Remediation

B. Restoration C

View answer

Correct Answer: A

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