The Up To Date Guide To ITILF Samples

NEW QUESTION 1
Service transition contains detailed descriptions of which processes?

• A. Change management, service asset and configuration management, release and deployment management
• B. Change management, capacity management event management, service request management
• C. Service level management, service portfolio management, service asset and configuration management
• D. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

NEW QUESTION 2
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

• A. To ensure that a service can be managed and operated in accordance with constraints specified during design
• B. To design and develop capabilities for service management
• C. To provide good-quality knowledge and information about services
• D. To plan the resources required to manage a release

Answer: B

NEW QUESTION 3
What type of improvement should be achieved by using the Deming Cycle?

• A. Rapid, one-off improvement
• B. Return on investment within 12 months
• C. Quick wins
• D. Steady, ongoing improvement

Answer: D

NEW QUESTION 4
Which of these recommendations is best practice for service level management?
1: Include legal terminology in service level agreements (SLAs)
2: It is NOT necessary to be able to measure all the targets in an SLA

• A. 1 only
• B. 2only
• C. Both of the above
• D. Neither of the above

Answer: D

NEW QUESTION 5
Which one of the following is the BEST definition of the term service management?

• A. A set of specialized organizational capabilities for providing value to customers in the form of services
• B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
• C. The management of functions within an organization to perform certain activities
• D. Units of organizations with roles to perform certain activities

Answer: A

NEW QUESTION 6
Defining the processes needed to operate a new service is part of:

• A. Service Design: Design the processes
• B. Service Strategy: Develop the offerings
• C. Service Transition: Plan and prepare for deployment
• D. Service Operation: IT Operations Management

Answer: A

NEW QUESTION 7
Which statement about Service Level Agreements (SLAs) is CORRECT?

• A. They must contain legal wording because of their importance
• B. There should always be a separate SLA for each specific customer
• C. The wording must be clear and concise to allow no room for ambiguity
• D. Changes to the SLA can only be requested by the customer

Answer: C

NEW QUESTION 8
Which process is responsible for providing the rights to use an IT service?

• A. Incident management
• B. Access management
• C. Change management
• D. Request fulfillment

Answer: B

NEW QUESTION 9
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

• A. People, Process, Partners, Suppliers
• B. People, Process, Products, Technology
• C. People, Process, Products, Partners
• D. People, Products, Technology, Partners

Answer: C

NEW QUESTION 10
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. All services that are contained within the Service Level Agreement (SLA)
• D. All complex multi-user services

Answer: A

NEW QUESTION 11
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

• A. Service level management
• B. Change management
• C. Incident management
• D. Service asset and configuration management

Answer: D

NEW QUESTION 12
Which one of the following does service metrics measure?

• A. Functions
• B. Maturity and cost
• C. The end-to-end service
• D. Infrastructure availability

Answer: C

NEW QUESTION 13
Which of the following CANNOT be stored and managed by a tool?

• A. Data
• B. Wisdom
• C. Information
• D. Knowledge

Answer: B

NEW QUESTION 14
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

• A. Data
• B. Information
• C. Knowledge
• D. Governance

Answer: C

NEW QUESTION 15
Which of the following is the correct definition of an outcome?

• A. The results specific to the clauses in a service level agreement (SLA)
• B. The result of carrying out an activity, following a process or delivering an IT service
• C. All the accumulated knowledge of the service provider
• D. All incidents reported to the service desk

Answer: B

NEW QUESTION 16
What are the processes within Service Operation?

• A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
• B. Event Management, Incident Managemen
• C. Change Management and Access Management
• D. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
• E. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

Answer: A

NEW QUESTION 17
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. 2 and 3 only
• D. None of the above

Answer: C

NEW QUESTION 18
What are the two major processes in Problem Management?

• A. Technical and Service
• B. Resource and Proactive
• C. Reactive and Technical
• D. Proactive and Reactive

Answer: D

NEW QUESTION 19
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