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Question 1:
Which statement about outcomes is CORRECT?
A. They are deliverables provided to service consumers.
B. They allow service consumers to achieve a desired result.
C. They provide products to service providers based on outputs.
D. The co-create value for service providers by reducing costs and risks.
Correct Answer: B
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomesin-itsm
Question 2:
Which activity contributes to the `where are we now?\’ step of the `continual improvement\’ model?
A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
Correct Answer: B
Question 3:
What BEST describes the customers and users of an IT service provider?
A. Customers buy IT services; users use IT services
B. Customers design IT services; users test IT services
C. Customers sell IT services; users improve IT services
D. Customers agree the service levels; users buy IT services
Correct Answer: A
Question 4:
Which ITIL process is used to restore normal service operation as quickly as possible?
A. Service level management
B. Incident management
C. Problem management
D. Availability management
Correct Answer: B
Reference: http://www.bmc.com/guides/itil-incident-management.html
Question 5:
Which two elements of financial management for IT services are mandatory?
A. Budgeting and charging
B. Accounting and charging
C. Budgeting and accounting
D. Costing and charging
Correct Answer: C
Question 6:
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Keep it simple and practical
C. Start where you are
D. Progress interactively with feedback
Correct Answer: C
Question 7:
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Correct Answer: D
Question 8:
Which practice provides visibility of the organization\’s services by capturing and reporting on service performance?
A. Service desk
B. Service level management
C. Service request management
D. Service configuration management
Correct Answer: B
Question 9:
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business
Correct Answer: D
Question 10:
Which is NOT a sub-process of capacity management?
A. People capacity management
B. Component capacity management
C. Business capacity management
D. Service capacity management
Correct Answer: A
Question 11:
In service design, which term describes services, technologies and tools?
A. People
B. Partners
C. Products
D. Processes
Correct Answer: C
Many designs, plans and projects fail through a lack of preparation and management. The implementation of ITIL service management as a practice is about preparing and planning the effective and efficient use of the four Ps: the People, the Processes, the Products (services, technology and tools) and the Partners (suppliers, manufacturers and vendors). Reference: https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicedesign/ITIL_Introducing% 20Service%20Design%20pdf.ashx
Question 12:
In which case would a problem be logged?
A. When the cause is identified but not resolved
B. After analysis of error information from a supplier
C. When a user reports an unplanned service interruption
D. Alter a workaround is identified and documented
Correct Answer: A
Question 13:
When should tests for a new service be designed?
A. At the same time as the service is designed
B. After the service has been designed, before the service is handed over to Service Transition
C. As part of Service Transition
D. Before the service is designed
Correct Answer: A
Question 14:
Which process is responsible for ensuring that appropriate testing takes place?
A. Knowledge management
B. Release and deployment management
C. Service asset and configuration management
D. Service level management
Correct Answer: B
Question 15:
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Correct Answer: A