ITIL Practice Exam UPDATED Study
Guide QUESTIONS AND CORRECT
ANSWERS
Which of the following is the purpose of change management? - CORRECT
ANSWERS To enable beneficial changes to be made with minimum
disruption to IT services
Which of the following best describes availability? - CORRECT ANSWERS
The ability of an IT service or other Configuration Item (CI) to perform
its agreed function when required
Which of the following resources can be used to indicate a breach to a service
level target? - CORRECT ANSWERS Service Level Agreement
Monitoring (SLAM) chart
What is the purpose of continual service improvement (CSI)? - CORRECT
ANSWERS To ensure that IT services are aligned with changing
business needs by identifying and implementing enhancements to IT services
that support business processes
Which of the following statements about the scope of request fulfillment is
NOT correct? - CORRECT ANSWERS Requests can be reported to the
service desk and can include any event that disrupts or could disrupt a service
Which of the following is a value that is a result of implementing good service
transition? - CORRECT ANSWERS Improved control of service assets
and configuration
What determines the effect that a loss of service would have on a business and
when the loss of service is most harmful? - CORRECT ANSWERS
Business Impact Analysis
, Which service design aspect would benefit the MOST by using a RACI model?
- CORRECT ANSWERS Design of processes required
Which type of metric is used by CSI and tracks the performance of end-to-end
services? - CORRECT ANSWERS Service Metrics
Which type of external stakeholder of an IT service provider is the person or
group who defines and agrees to the service level targets? - CORRECT
ANSWERS Customers
Which sub process of capacity management focuses on the future business
requirements? - CORRECT ANSWERS Business Capacity Management
Which type of service change is BEST described as a pre-authorized change
that is low risk, relatively common, and follows a procedure or work
instruction? - CORRECT ANSWERS Standard Change
Which of the following is a major service design aspect? - CORRECT
ANSWERS Management Information System & Tools
Which of the following is NOT a characteristic of value as created through
services? - CORRECT ANSWERS Value is defined by the service
provider
The general term "underpinning agreement" refers to
_________________________________________ - CORRECT ANSWERS
Operational Level Agreement (OLA)
Which of the following is the purpose of service portfolio management? -
CORRECT ANSWERS To ensure that the service provider has the right
Guide QUESTIONS AND CORRECT
ANSWERS
Which of the following is the purpose of change management? - CORRECT
ANSWERS To enable beneficial changes to be made with minimum
disruption to IT services
Which of the following best describes availability? - CORRECT ANSWERS
The ability of an IT service or other Configuration Item (CI) to perform
its agreed function when required
Which of the following resources can be used to indicate a breach to a service
level target? - CORRECT ANSWERS Service Level Agreement
Monitoring (SLAM) chart
What is the purpose of continual service improvement (CSI)? - CORRECT
ANSWERS To ensure that IT services are aligned with changing
business needs by identifying and implementing enhancements to IT services
that support business processes
Which of the following statements about the scope of request fulfillment is
NOT correct? - CORRECT ANSWERS Requests can be reported to the
service desk and can include any event that disrupts or could disrupt a service
Which of the following is a value that is a result of implementing good service
transition? - CORRECT ANSWERS Improved control of service assets
and configuration
What determines the effect that a loss of service would have on a business and
when the loss of service is most harmful? - CORRECT ANSWERS
Business Impact Analysis
, Which service design aspect would benefit the MOST by using a RACI model?
- CORRECT ANSWERS Design of processes required
Which type of metric is used by CSI and tracks the performance of end-to-end
services? - CORRECT ANSWERS Service Metrics
Which type of external stakeholder of an IT service provider is the person or
group who defines and agrees to the service level targets? - CORRECT
ANSWERS Customers
Which sub process of capacity management focuses on the future business
requirements? - CORRECT ANSWERS Business Capacity Management
Which type of service change is BEST described as a pre-authorized change
that is low risk, relatively common, and follows a procedure or work
instruction? - CORRECT ANSWERS Standard Change
Which of the following is a major service design aspect? - CORRECT
ANSWERS Management Information System & Tools
Which of the following is NOT a characteristic of value as created through
services? - CORRECT ANSWERS Value is defined by the service
provider
The general term "underpinning agreement" refers to
_________________________________________ - CORRECT ANSWERS
Operational Level Agreement (OLA)
Which of the following is the purpose of service portfolio management? -
CORRECT ANSWERS To ensure that the service provider has the right
