ITIL (4) questions and answers 100% correct

ITIL (4) questions and answers 100% correctWhich process is responsible for sourcing and delivering components of requested standard services? A. Request fulfillment B. Service portfolio management C. Service desk D. IT finance Correct Answer: A Which of the following is the best definition of service management? A. The ability to keep services highly available to meet the business needs B. A set of specialized organizational capabilities for providing value to customers in the form of services C. A complete set of all the documentation required to deliver world class services to customers D. An internationally recognized methodology to provide valuable services to customers Correct Answer: B Which of the following CANNOT be provided by a tool? A. Knowledge B. Information C. Wisdom D. Data C Which one of the following is the purpose of service level management? A. To carry out the service operations activities needed to support current IT services B. To ensure that sufficient capacity is provided to deliver the agreed performance of services C. To create and populate a service catalogue D. To ensure that an agreed level of IT service is provided for all current IT services D What is a RACI model used for? A. Performance analysis B. Recording configuration items C. Monitoring services D. Defining roles and responsibilities D 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 A Which of the following statements MOST ly 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. Only changes to business critical systems D. Any change that the organization believes could benefit D What is the PRIMARY process for strategic communication with the service provider's customers? A. Service catalogue management B. Service portfolio management C. Service desk D. Business relationship management D Which one of the following is NOT an aim of the change management process? A. To ensure the impact of changes are understood B. To ensure that changes are recorded and evaluated C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) D. To deliver and manage IT services at agreed levels to business users D What are customers of IT services who work in the same organization as the service provider known as? A. Strategic customers B. External customers C. Valued customers D. Internal customers D Access management is closely related to which other process? A. Capacity management only B. 3rd line support C. Information security management D. Change management C In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management? A. Service strategy B. Service design C. Service transition D. Service operation B Which of the following is the BEST reason for categorizing incidents? A. To establish trends for use in problem management and other IT service management (ITSM) activities B. To ensure service levels are met and breaches of agreements are avoided C. To enable the incident management database to be partitioned for greater efficiency D. To identify whether the user is entitled to log an incident for this particular service A Which of the following would be examined by a major problem review? 1. Things that were done ly 2. Things that were done inly 3. How to prevent recurrence 4. What could be done better in the future A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above D 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. Defines which software should be installed on a particular piece of hardware D. Defines how version numbers should be used in a release B 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. 1 and 2 only D. 2 and 3 only A 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. 2, 3 and 4 only D. All of the above D Which of the following is the best definition of IT service management? A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. Technical implementation of supporting IT infrastructure components D. The implementation and management of quality IT services that meet business needs D 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. Maintaining policies, standards and models for service transition activities and processes D. Detailed planning of the build and test of individual changes D