Question 1

How many phases are there in the Service Lifecycle:

Accepted Answer

A) 4 
B) 5 
C) 6 
D) 4 Required plus 1 Optional 
A) 4 
B) 5 
C) 6 
D) 4 Required plus 1 Optional

Question 2

Configuration Management activities include all of the following except:

Accepted Answer

A) Management & Planning 
B) Security 
C) Identification 
D) Reporting 
A) Management & Planning 
B) Security 
C) Identification 
D) Reporting

Question 3

Of the following, which is responsible for managing the lifecycle of problems?

Accepted Answer

A) Incident Management 
B) Problem Management 
C) CAB 
D) KEDG 
A) Incident Management 
B) Problem Management 
C) CAB 
D) KEDG

Question 4

Satisfying requests from end users using standardized and repeatable processes is the goal of:

Accepted Answer

A) Continual Service Improvement 
B) Request Fulfillment 
C) Advisory Board 
D) Project Management 
A) Continual Service Improvement 
B) Request Fulfillment 
C) Advisory Board 
D) Project Management

Question 5

A benefit of Continual Service Improvement is a/an:

Accepted Answer

A) Decreased VOI 
B) Increased ROI 
C) Decreased ROI 
D) Paycheck bonuses 
A) Decreased VOI 
B) Increased ROI 
C) Decreased ROI 
D) Paycheck bonuses

Question 6

You are ready to release a new service into production. Which of the following is not an appropriate option in accordance with the release and deployment process:

Accepted Answer

A) Pull 
B) Pilot 
C) Phased 
D) Big bang 
A) Pull 
B) Pilot 
C) Phased 
D) Big bang

Question 7

In general, the benefits of IT Service Management (ITSM) include ensuring the IT services are aligned with the needs of the organization, that there are integrated and centralized processes, and the quality of the service is continuously monitored and improved. Which of the follow is not generally a benefit of ITSM?

Accepted Answer

A) Metrics are collected to demonstrate how well the IT service is being delivered 
B) Helps cost-justify the services 
C) Satisfies the pre-requisite for an official ITSM Maturity Assessment 
D) Ensures that there are clear roles and responsibilities in provisioning the service 
A) Metrics are collected to demonstrate how well the IT service is being delivered 
B) Helps cost-justify the services 
C) Satisfies the pre-requisite for an official ITSM Maturity Assessment 
D) Ensures that there are clear roles and responsibilities in provisioning the service

Question 8

A Configuration Management Database:

Accepted Answer

A) Is created by Problem Management 
B) Is used by Problem Management 
C) Stores configuration items (CIs) 
D) Also referred to as the Known Error Database 
A) Is created by Problem Management 
B) Is used by Problem Management 
C) Stores configuration items (CIs) 
D) Also referred to as the Known Error Database

Question 9

You are the owner of an internet services provider (ISP) company. You have just launched a new Service Package that includes: a) internet connection and email; b) SPAM filtering; and c) a guaranteed download speed. The contents of the service package are defined as:

Accepted Answer

A) a) Service Portfolio; b) Portfolio Enhancements; and c) Portfolio Guarantee 
B) a) Service Package Contents; b) Package Enhancements; and c) Package Guarantee 
C) a) Core Service Package; b) Supporting Services Package; and c) Service Level Package 
D) a) Core Portfolio; b) Core Portfolio Enhancements; and c) Core Portfolio Guarantee 
A) a) Service Portfolio; b) Portfolio Enhancements; and c) Portfolio Guarantee 
B) a) Service Package Contents; b) Package Enhancements; and c) Package Guarantee 
C) a) Core Service Package; b) Supporting Services Package; and c) Service Level Package 
D) a) Core Portfolio; b) Core Portfolio Enhancements; and c) Core Portfolio Guarantee

Question 10

Trend Analysis is an activity of which process?

Accepted Answer

A) Proactive Problem Management 
B) Proactive Incident Management 
C) Reactive Problem Management 
D) Reactive Incident Management 
A) Proactive Problem Management 
B) Proactive Incident Management 
C) Reactive Problem Management 
D) Reactive Incident Management

Question 11

TTB, GTB, and RTB are all categories of:

Accepted Answer

A) Services Investments 
B) Services Pipeline 
C) Services Catalogue 
D) Services Requirements 
A) Services Investments 
B) Services Pipeline 
C) Services Catalogue 
D) Services Requirements

Question 12

An event is defined as:

Accepted Answer

A) An indicator that a response is needed 
B) The result of a change request 
C) A threshold warning 
D) A change of a CIs state that holds importance with IT management 
A) An indicator that a response is needed 
B) The result of a change request 
C) A threshold warning 
D) A change of a CIs state that holds importance with IT management

Question 13

Which volume of ITIL provides guidance on achieving efficiency in the delivery and support of services?

Accepted Answer

A) Service Design 
B) Service Strategy 
C) Service Transition 
D) Service Operation 
A) Service Design 
B) Service Strategy 
C) Service Transition 
D) Service Operation

Question 14

Which of the following is not a category of the Service Portfolio?

Accepted Answer

A) Retired Services 
B) Service Pipeline 
C) Service Catalogue 
D) Service Requirements 
A) Retired Services 
B) Service Pipeline 
C) Service Catalogue 
D) Service Requirements

Question 15

What role does the CIO play in Service Portfolio Management when refreshing the portfolio?

Accepted Answer

A) Approves new team structure 
B) Defines scope 
C) Monitor, measure, reassess, and rebalance investments 
D) Approves RACI 
A) Approves new team structure 
B) Defines scope 
C) Monitor, measure, reassess, and rebalance investments 
D) Approves RACI

Question 16

Which of the following definitions best describes the Call Centre service desk type?

Accepted Answer

A) Moderate first-time resolution rate 
B) High first-time resolution rate 
C) Low fist-time resolution rate 
D) A wide variety of services offered 
A) Moderate first-time resolution rate 
B) High first-time resolution rate 
C) Low fist-time resolution rate 
D) A wide variety of services offered

Question 17

How do Problem Management and Incident Management differ?

Accepted Answer

A) Problem Management focuses on root cause and Incident Management focuses on the symptoms 
B) Incident Management focuses on root cause and Problem Management focuses on the symptoms 
C) Problem Management focuses on issue priority and Incident Management focuses issue urgency 
D) There is no difference, they mean the same thing. 
A) Problem Management focuses on root cause and Incident Management focuses on the symptoms 
B) Incident Management focuses on root cause and Problem Management focuses on the symptoms 
C) Problem Management focuses on issue priority and Incident Management focuses issue urgency 
D) There is no difference, they mean the same thing.

Question 18

Application sizing, modeling, and demand management are all considerations for:

Accepted Answer

A) Service Level Management 
B) Capacity Management 
C) Service Catalogue Management 
D) Supplier Management 
A) Service Level Management 
B) Capacity Management 
C) Service Catalogue Management 
D) Supplier Management

Question 19

Confidentiality, integrity, and availability are all terms associated with:

Accepted Answer

A) IT Service Recovery Management 
B) IT Service Continuity Management 
C) Information Security Management 
D) Business Operations Data Targets (BODT) 
A) IT Service Recovery Management 
B) IT Service Continuity Management 
C) Information Security Management 
D) Business Operations Data Targets (BODT)

Question 20

The three fundamental Financial Management activities for IT Services are:

Accepted Answer

A) Funding, IT Accounting, and Chargeback 
B) Investments, Accounting & Finance, and Chargeback 
C) Cost Elements, Cost Types, and Cost Units 
D) Funding, IT Accounting, and Demand Modeling 
A) Funding, IT Accounting, and Chargeback 
B) Investments, Accounting & Finance, and Chargeback 
C) Cost Elements, Cost Types, and Cost Units 
D) Funding, IT Accounting, and Demand Modeling

Exam 1: Information Technology Infrastructure Library (ITIL)