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Latest ITIL Exam Questions


Question # 1



How does customer engagement contribute to the 'service level management' practice?
  • It captures information that metrics can be based on
  • It ensures the organization meets defined service levels
  • It defines the workflows for service requests
  • It supports progress discussions
A. 1 and 4
B. 3 and 4
C. 2 and 3
D. 1 and 2



A.   1 and 4




Question # 2



Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A. Relationship management
B. IT asset management
C. Release management
D. Service desk



B.   IT asset management




Question # 3



How should an organization adopt continual improvement methods?
A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles



B.   Select a few key methods for the types of improvement that the organization handles




Question # 4



Which process works with change management to ensure only authorized components are
used?

A.

Knowledge management

B.

Service portfolio management

C.

Service asset and configuration management

D.

Financial management for IT services




C.   

Service asset and configuration management






Question # 5



The configuration management system is part of which system?

A.

The availability management information system

B.

 The capacity management information system

C.

The information security management system

D.

The service knowledge management system




D.   

The service knowledge management system






Question # 6



Which is a responsibility of a customer within the service level management process?

A.

Negotiate third party contracts

B.

Measure service availability

C.

Supply good or services

D.

Agree Service level targets




D.   

Agree Service level targets






Question # 7



Which statement about service review meetings isFALSE?

A.

Actions from service review meetings should only be assigned to the service provider

B.

Meetings should be held on a regular basis to review service achievement

C.

Issues for the upcoming period should be discussed at the meetings

D.

Progress and success of the service improvement programme (SIP) should be reviewed




A.   

Actions from service review meetings should only be assigned to the service provider






Question # 8



What is the primary focus of component capacity management?

A.

Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B.

Review of all capacity supplier agreements and underpinning contracts with supplier
management

C.

Management, control and prediction of the end-to-end performance and capacity
of the live,
operational IT services

D.

Future business requirements for IT services are quantified, designed, planned and
implemented in a timely fashion




C.   

Management, control and prediction of the end-to-end performance and capacity
of the live,
operational IT services






Question # 9



Which term describes if a service is fit for use?

A.

Serviceability

B.

Utility

C.

Warranty

D.

Availability




C.   

Warranty






Question # 10



Which statement about services isCORRECT?

A.

External services are provided to business units in the same organisation

B.

Internal services are provided by suppliers to the internal IT department

C.

External services are delivered to external customers

D.

Internal services are delivered to external customers




B.   

Internal services are provided by suppliers to the internal IT department





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