ITIL Pre-Exam Practice Tests | (Updated 505 Questions)
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NEW QUESTION # 115
Which of the following should be documented in an Incident Model?
1) Details of the Service Level Agreement (SLA) pertaining to the incident
2) Chronological order of steps to resolve the incident
- A. 1 only
- B. 2 only
- C. Neither of the above
- D. Both of the above
Answer: B
NEW QUESTION # 116
Which statement about service offerings is CORRECT?
- A. Service offerings describe how providers and consumers cooperate to co-create value
- B. Service offerings include the transfer of goods from the consumer to the prowler
- C. The same product can be used as a basis for more than one service offering
- D. Each service should be described to consumers as a single service offering
Answer: C
NEW QUESTION # 117
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. A current state assessment that is carried out at the start of an improvement initiative
- B. An assessment of how all the parts of an organization will affect an improvement initiative
- C. The identification of all interested parts at the start of an improvement initiative
- D. An improvement initiative that is broken into a number of manageable sections
Answer: D
NEW QUESTION # 118
The multi-level SLA' is a three-layer structure. Which one of thefollowing layers is NOT part of this type of SLA?
- A. Corporate level
- B. Configuration level
- C. Customer level
- D. Service level
Answer: B
NEW QUESTION # 119
Which one of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service - B. All calls to the service desk must be logged as incidents
- C. Incidents reported by technical staff must also be logged as problems
- D. Incidents can only be reported by users
Answer: A
NEW QUESTION # 120
What is typically needed to assign complex incidents to support groups?
- A. A change schedule
- B. The incident category
- C. A self-help tool
- D. The incident priority
Answer: B
NEW QUESTION # 121
Which of the following is the goal or purpose of service level management?
- A. To ensure that an agreed level of IT service is provided for all current IT services
- B. To carry out the service operations activities needed to support current IT services
- C. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- D. To create and populate a service catalogue
Answer: A
NEW QUESTION # 122
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
- A. skills of people
- B. configuration of services
- C. authorization of changes
- D. relationships with suppliers
Answer: B
Explanation:
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/
NEW QUESTION # 123
What can a change schedule be used for?
- A. Speeding up the planning and authorization of emergency changes
- B. Providing a way to initiate normal changes
- C. Tracking and managing improvement ideas from identification through to final action
- D. Providing information about deployed changes to help manage incidents and problems.
Answer: D
Explanation:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used, problem%20management%2C%20and%20improvement%20planning.
NEW QUESTION # 124
Which is an example o' a service request?
- A. A request for normal operation to be restored
- B. A request to investigate the cause of an incident
- C. A request to implement a security patch
- D. A request tor access to a file
Answer: D
NEW QUESTION # 125
Which of the following activities is NOT a part of the Deming Cycle?
- A. Coordinate
- B. Act
- C. Plan
- D. Do
Answer: A
NEW QUESTION # 126
Which of the following is an example of workaround?
- A. An email server is restored after an incident is reported
- B. A server is restarted to resolve an incident
- C. Server memory is increased when the server is unresponsive
- D. A defective network switch is replaced with a new one
Answer: B
NEW QUESTION # 127
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?
- A. No, a Known Error must be raised at the same time as a problem
- B. No, the workaround must be found before a Known Error is created
- C. Yes
- D. No, a Known Error can only be raised after the permanent resolution has been implemented
Answer: C
NEW QUESTION # 128
What is the BEST description of an Operational Level Agreement (OLA)?
- A. An agreement between the service provider and another part of the same organization
- B. An agreement between the service provider and an external organization
- C. A document that describes business services to operational staff
- D. A document that describes to a customer how services will be operated on a day-to-day basis
Answer: A
NEW QUESTION # 129
Where are the details of core and enhancing service provided?
- A. The configuration management system.
- B. The definitive media library.
- C. The service portfolio.
- D. The service catalogue.
Answer: C
NEW QUESTION # 130
What is the expected outcome from using a service value chain?
- A. The application of practices
- B. Value realization
- C. Customer engagement
- D. Service value streams
Answer: B
NEW QUESTION # 131
Which process is responsible for managing all service requests from users?
- A. Request fulfilment
- B. Event management
- C. Change fulfilment
- D. Incident management
Answer: A
NEW QUESTION # 132
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Service Level Management
- B. Continual Service Improvement
- C. Business Relationship Management
- D. Availability Management
Answer: A
NEW QUESTION # 133
Which guiding principle recommends coordinating all dimensions of service management?
- A. Progress iteratively with feedback
- B. Start where you are
- C. Keep it simple and practical
- D. Think and work holistically
Answer: D
NEW QUESTION # 134
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By paying for the service
- C. By communicating constraints
- D. By managing server hardware
Answer: C
NEW QUESTION # 135
Which practice balance management of risk with maximizing throughput?
- A. Continual improvement
- B. Change enablement
- C. Incident management
- D. Problem management
Answer: B
Explanation:
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
NEW QUESTION # 136
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