Question 1

What are the categories of events described in the ITIL service operation book?

Accepted Answer

A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive 
A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive

Question 2

Which of the following statements is INCORRECT?

Accepted Answer

A)  The SKMS is part of the Configuration Management System (CMS) 
B)  The SKMS can include data on the performance of the organization 
C)  The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMD
B)  
D)  The SKMS can include user skill levels 
A)  The SKMS is part of the Configuration Management System (CMS) 
B)  The SKMS can include data on the performance of the organization 
C)  The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMD
B)  
D)  The SKMS can include user skill levels

Question 3

Which of the following are the two primary elements that create value for customers?

Accepted Answer

A)  Value on investment (VOI) and return on investment (ROI) 
B)  Customer and user satisfaction 
C)  Service requirements and warranty 
D)  Resources and capabilities 
A)  Value on investment (VOI) and return on investment (ROI) 
B)  Customer and user satisfaction 
C)  Service requirements and warranty 
D)  Resources and capabilities

Question 4

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Accepted Answer

A)  The ECAB considers every high priority request for change (RF
C)  
B)  Amongst the duties of the ECAB is the review of completed emergency changes 
C)  The ECAB will be used for emergency changes where there may not be time to call a full CAB 
D)  The ECAB will be chaired by the IT Director 
A)  The ECAB considers every high priority request for change (RF
C)  
B)  Amongst the duties of the ECAB is the review of completed emergency changes 
C)  The ECAB will be used for emergency changes where there may not be time to call a full CAB 
D)  The ECAB will be chaired by the IT Director

Question 5

Which of the following areas would technology help to support during the service lifecycle?
1) Data mining and workflow
2) Measurement and reporting
3) Release and deployment
4) Process design

Accepted Answer

A)  2, 3 and 4 only 
B)  1, 3 and 4 only 
C)  1, 2 and 3 only 
D)  All of the above 
A)  2, 3 and 4 only 
B)  1, 3 and 4 only 
C)  1, 2 and 3 only 
D)  All of the above

Question 6

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

Accepted Answer

A)  The utility of a service 
B)  The warranty of a service 
C)  The economic value of a service 
D)  Return on investment 
A)  The utility of a service 
B)  The warranty of a service 
C)  The economic value of a service 
D)  Return on investment

Question 7

Which reason describes why ITIL is so successful?

Accepted Answer

A)  The five ITIL volumes are concise 
B)  It is not tied to any particular vendor platform 
C)  It tells service providers exactly how to be successful 
D)  It is designed to be used to manage projects 
A)  The five ITIL volumes are concise 
B)  It is not tied to any particular vendor platform 
C)  It tells service providers exactly how to be successful 
D)  It is designed to be used to manage projects

Question 8

Which one of the following generates demand for services?

Accepted Answer

A)  Infrastructure trends 
B)  Patterns of business activity (PB
A)  
C)  Cost of providing support 
D)  Service level agreements (SL
A)  
A)  Infrastructure trends 
B)  Patterns of business activity (PB
A)  
C)  Cost of providing support 
D)  Service level agreements (SL
A)

Question 9

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Accepted Answer

A)  Profit 
B)  Preparation 
C)  Products 
D)  Potential 
A)  Profit 
B)  Preparation 
C)  Products 
D)  Potential

Question 10

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

Accepted Answer

A)  Technology, Customer, User 
B)  Corporate, Customer, Service 
C)  Corporate, Customer, Technology 
D)  Service, User, IT 
A)  Technology, Customer, User 
B)  Corporate, Customer, Service 
C)  Corporate, Customer, Technology 
D)  Service, User, IT

Question 11

Which one of the following statements BEST describes a definitive media library (DML)?

Accepted Answer

A)  A secure location where definitive hardware spares are held 
B)  A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected 
C)  A database that contains definitions of all media CIs 
D)  A secure library where definitive authorized versions of all software and back-ups are stored and protected 
A)  A secure location where definitive hardware spares are held 
B)  A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected 
C)  A database that contains definitions of all media CIs 
D)  A secure library where definitive authorized versions of all software and back-ups are stored and protected

Question 12

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Accepted Answer

A)  Describes the topography of the hardware 
B)  Describes how the configuration items (CIs) work together to deliver the services 
C)  Defines which software should be installed on a particular piece of hardware 
D)  Defines how version numbers should be used in a release 
A)  Describes the topography of the hardware 
B)  Describes how the configuration items (CIs) work together to deliver the services 
C)  Defines which software should be installed on a particular piece of hardware 
D)  Defines how version numbers should be used in a release

Question 13

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1) Progress
2) Effectiveness
3) Efficiency
4) ?

Accepted Answer

A)  Cost 
B)  Conformance 
C)  Compliance 
D)  Capacity 
A)  Cost 
B)  Conformance 
C)  Compliance 
D)  Capacity

Question 14

Customer perceptions and business outcomes help to define what?

Accepted Answer

A)  The value of a service 
B)  Governance 
C)  Total cost of ownership (TCO) 
D)  Key performance indicators (KPIs) 
A)  The value of a service 
B)  Governance 
C)  Total cost of ownership (TCO) 
D)  Key performance indicators (KPIs)

Question 15

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Accepted Answer

A)  Categorization 
B)  Detection 
C)  Prioritization 
D)  Escalation 
A)  Categorization 
B)  Detection 
C)  Prioritization 
D)  Escalation

Question 16

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Accepted Answer

A)  Whether to buy an application or build it 
B)  Should application development be outsourced 
C)  Who the vendor of the storage devices will be 
D)  Where the vendor of an application is located 
A)  Whether to buy an application or build it 
B)  Should application development be outsourced 
C)  Who the vendor of the storage devices will be 
D)  Where the vendor of an application is located

Question 17

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Accepted Answer

A)  Event management, incident management, problem management, request fulfilment, and access management 
B)  Event management, incident management, change management, and access management 
C)  Incident management, problem management, service desk, request fulfilment, and event management 
D)  Incident management, service desk, request fulfilment, access management, and event management 
A)  Event management, incident management, problem management, request fulfilment, and access management 
B)  Event management, incident management, change management, and access management 
C)  Incident management, problem management, service desk, request fulfilment, and event management 
D)  Incident management, service desk, request fulfilment, access management, and event management

Question 18

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Accepted Answer

A)  Service Portfolio Management 
B)  Service Level Management 
C)  Component Capacity Management 
D)  Demand Management 
A)  Service Portfolio Management 
B)  Service Level Management 
C)  Component Capacity Management 
D)  Demand Management

Question 19

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

Accepted Answer

A)  The Asset Register 
B)  The Service Knowledge Management System 
C)  The Known Error Database 
D)  The Information Management System 
A)  The Asset Register 
B)  The Service Knowledge Management System 
C)  The Known Error Database 
D)  The Information Management System

Question 20

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Accepted Answer

A)  Continual Service Improvement 
B)  Service Transition 
C)  Service Design 
D)  Service Operation 
A)  Continual Service Improvement 
B)  Service Transition 
C)  Service Design 
D)  Service Operation

What are the categories of events described in the ITIL service operation book?

Which of the following statements is INCORRECT?

Which of the following are the two primary elements that create value for customers?

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Which of the following areas would technology help to support during the service lifecycle? 1) Data mining and workflow 2) Measurement and reporting 3) Release and deployment 4) Process design

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

Which reason describes why ITIL is so successful?

Which one of the following generates demand for services?

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

Which one of the following statements BEST describes a definitive media library (DML)?

Which one of the following is the BEST description of a relationship in service asset and configuration management?

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1) Progress 2) Effectiveness 3) Efficiency 4) ?

Customer perceptions and business outcomes help to define what?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

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ITIL Foundation (syllabus 2011)

Information Security Management Professional based on ISO/IEC

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Exam 5: Information Security Foundation (based on ISO/IEC 27002

What are the categories of events described in the ITIL service operation book?

Which of the following statements is INCORRECT?

Which of the following are the two primary elements that create value for customers?

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Which of the following areas would technology help to support during the service lifecycle? 1) Data mining and workflow 2) Measurement and reporting 3) Release and deployment 4) Process design

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

Which reason describes why ITIL is so successful?

Which one of the following generates demand for services?

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

Which one of the following statements BEST describes a definitive media library (DML)?

Which one of the following is the BEST description of a relationship in service asset and configuration management?

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1) Progress 2) Effectiveness 3) Efficiency 4) ?

Customer perceptions and business outcomes help to define what?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

EXIN Agile Scrum Foundation (EX0-008)

EXIN Cloud Computing Foundation

EXIN DevOps Foundation

ITIL Foundation (syllabus 2011)

Information Security Management Professional based on ISO/IEC

Filters