ITIL Practice Exam1 Flashcards
(40 cards)
1) Which practice is responsible for moving components to live environments?
D. Deployment management
2) Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
3) Which practice identifies metrics that reflect the customer’s experience of a service?
C. Service level management
4) What is the PRIMARY use of a change schedule?
C. To plan changes and help avoid conflicts
5) Which service management dimension is focused on activities and how these are coordinated?
D. Value streams and processes
6) How does categorization of incidents assist the ‘incident management’ practice?
A. It helps direct the incident to the correct support area
7) Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
B. outcomes
8) Which is a recommendation of the ‘continual improvement’ practice?
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
9) Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
B. It may provide automated matching of incidents to problems or known errors
10) Which role submits service requests?
A. The user, or their authorized representative
11) Which practice provides a single point of contact for users?
C. Service desk
12) Which guiding principle recommends that the four dimensions of service management are considered?
A. Think and work holistically
13) Which would be supported by the ‘service request management’ practice?
B. A request from a user for something which is a normal part of service delivery
14) Which practice is the responsibility of everyone in the organization?
D. Continual improvement
15) Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.
D. protect
16) Which guiding principle recommends collecting data before deciding what can be re-used?
B. Start where you are
17) Which is NOT usually included as part of incident management?
C. Detailed procedures for the diagnosis of incidents
18) Which describes the nature of the guiding principles?
A. Guiding principles can guide an organization in all circumstances
19) Which statement about a change authority is CORRECT?
B. A change authority should be assigned for each type of change and change model
20) Which practice has the purpose of making new and changed services and features available for use?
C. Release management
21) Which value chain activity ensures people understand the organization’s vision?
B. Plan
22) Which statement about the value chain activities is CORRECT?
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
23) What is the purpose of the ‘supplier management’ practice?
A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
24) What are the two types of cost that a service consumer should evaluate?
B. The costs removed by the service, and the costs imposed by the service
