ITIL 4 Sample Paper 1 Pt. 1 Exam
Questions with Correct Answers
1) Which practice is responsible for moving components to live environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management - Answer-D. Deployment management
2) Which practice includes the classification and ownership of queries and requests
from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management - Answer-A. Service desk
3) Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - Answer-C. Service level management
4) What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes - Answer-C. To plan changes and help avoid conflicts
5) Which service management dimension is focused on activities and how these are
coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer-D. Value streams and processes
6) How does categorization of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
Questions with Correct Answers
1) Which practice is responsible for moving components to live environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management - Answer-D. Deployment management
2) Which practice includes the classification and ownership of queries and requests
from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management - Answer-A. Service desk
3) Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management - Answer-C. Service level management
4) What is the PRIMARY use of a change schedule?
A. To support 'incident management' and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes - Answer-C. To plan changes and help avoid conflicts
5) Which service management dimension is focused on activities and how these are
coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes - Answer-D. Value streams and processes
6) How does categorization of incidents assist the 'incident management' practice?
A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
