ITIL Practitioner Sample Exam Questions 2024

Question #1

The project manager is writing a business case for the improvement. This business case explains how following the CSI approach will contribute to the improvement work. Which is a correct description of the purpose of a CSI step in this improvement work?

A. "Where are we now?" will document process issues that need to be resolved

B. `How do we get there?' will specify the objectives and business case for the project

C. `What is the vision?' will identify the best ITSM software tool to use

D. `Did we get there?' will define measurable steps for the project

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Correct Answer: A

Question #2

CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS

A. Key stakeholders: Central IT CIO Selected country CIOs Baseline value: Time taken to produce weekly reports = 1 day Expected result: Time taken to produce weekly reports = 0

B. Key stakeholders: Central IT CIO All country CIOs Baseline value: Number of incorrectly categorized incidents per month = 50 Expected result: Number of incorrectly categorized incidents per month = 30

C. Key stakeholders: Central IT CIO Selected country CIOs Baseline value: Total IT headcount = 470 Expected result: Total IT headcount = 500

D. Key stakeholders: Central IT CIO All country CIOs Baseline value: Average cost per incident = $12

View answer

Correct Answer: D

Question #3

See the Scenario for additional information.CruiseAlong Cars -CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City I

A. lower risk of overspending the IT budget, because this is aligned with the goal of the improvement

B. ewer breaches of agreed service levels, because this will lead to improved business unit satisfaction

C. rovision of shared funding from many countries, because this will lead to improved business unit satisfaction

D. reduction in the cost of service desks, because this is aligned with the goal of the improvement

View answer

Correct Answer: D

Question #4

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. "I am part of an important company initiative"

B. "I can use the opportunity to learn valuable new skills"

C. "Optimsolv gets ISO/IEC 20000 certification"

D. "GCITS achieves its corporate goals"

View answer

Correct Answer: B

Question #5

See the Scenario for additional information.CruiseAlong Cars -CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City I

A. tilize the process flows already available in the ITSM toolset because this requires least rework and is the lowest cost option

B. se the best of the current processes from each country because costs will be reduced if the same solution is accepted by all of them

C. tilize the ITIL guidance as a framework for the new processes because this will improve support and achieve cost reduction

D. eplace all current processes with fully ITIL aligned versions because this will allow easy automation to cut costs

View answer

Correct Answer: C

Question #6

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. Grant application service: increases the number of successful grant applications by helping researchers to write effective grant proposals

B. User device access service: provides connectivity for phones, laptops and tablets

C. Exam administration service: increases productivity of administrative staff by reducing downtime of exam marking and grade tracking

D. Centralized email service: reduces overall costs for the university IT department by enabling retirement of many smaller email services

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Correct Answer: D

Question #7

CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS p

A. 1, 3 and 4

B. 1, 5 and 6

C. 2, 3 and 5

D. 2, 4 and 6

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Correct Answer: C

Question #8

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City

A. o, because one of them is not relevant to the project goals

B. o, because one of them is not time-bound

C. es, they are SMART KPIs

D. o, because one of them is not measurable

View answer

Correct Answer: C

Question #9

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. Customer satisfaction; Process maturity of incident management and request fulfilment

B. Process metrics; Organizational maturity of CruiseAlong Cars' business units

C. Customer satisfaction; Change readiness of CruiseAlong Cars' IT departments

D. Process metrics; SWOT analysis of all service management processes

View answer

Correct Answer: B

Question #10

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT

A. old a workshop with IT support staff and business process owners in all countries

B. old a workshop with a representative group of IT support staff and business management

C. isit a representative group of IT management and IT support staff

D. isit senior IT management and business management in all countries

View answer

Correct Answer: C

Question #11

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City

A. y ensuring that action points and next steps are clarified and agreed during the session

B. y organizing face-to-face meetings in advance to build rapport and personal contact

C. y requesting that all parties listen closely to discussions and do not speak over each other

D. y creating a digital recording to ensure that all the discussions are captured and can be reviewed

View answer

Correct Answer: A

Question #12

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. 1, 2 and 5

B. 1, 3 and 6

C. 2, 4 and 6

D. 3, 4 and 5

View answer

Correct Answer: C

Question #13

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. Communications Approach: Critical Why: They are accountable for the project budget to build and support the new solution

B. Communications Approach: Significant Why: The data being shared on the new platform is critical to the technical team role

C. Communications Approach: Critical Why: Technical teams are the only people with the necessary skills to manage the new platform

D. Communications Approach: Significant Why: Continued support is required for the planning process and then support of the solution

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Correct Answer: D

Question #14

See the scenario for additional informational. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America; It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Cit

A. Guiding principle: Keep it simple Why: The customers and users were not kept informed of the progress of the project resulting in negative perception of the results

B. Guiding principle: Progress iteratively Why: Everything the service provider does needs to map directly to value for the UoB customers and other stakeholders

C. Guiding principle: Design for experience Why: Even though functional requirements were met the UoB customer interaction with the service was ignored leading to dissatisfaction

D. Guiding principle: Collaborate Why: The wrong people were involved in the agreement of functional requirements when designing the solution

View answer

Correct Answer: C

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