ITIL Practice Questions

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

A.  

To ensure that agreements are written simply and are easy to understand

B.  

To collect information about service consumer goals and objectives

C.  

To capture information about service issues and performance against agreed goals

D.  

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

A.  

To ensure that user expectations are realistic

B.  

To ensure that incidents with highest impact are resolved first

C.  

To help information-sharing are learning

D.  

To provide links to related changes and known errors

A.  

Did we get there?

B.  

Where are we now?

C.  

What is the vision?

D.  

Where do we want to be?

A.  

Supplier management

B.  

Relationship management

C.  

Continual improvement

D.  

Service level management

A.  

Monitoring and event management

B.  

Service configuration management

C.  

Problem management

D.  

Incident management

A.  

Change authorities are only required for authorizing emergency changes

B.  

Change authorities are assigned when each change is deployed

C.  

Change authorities are only required for authorizing normal changes

D.  

Change authorities are assigned for each type of change and change model

A.  

IT asset management and software asset management

B.  

Operational and technical management

C.  

IT asset management and technical management

D.  

Operational management and IT asset management

A.  

Supplier management

B.  

Service desk

C.  

Problem management

D.  

Relationship management

A.  

Change control

B.  

Problem management

C.  

Service desk

D.  

Service catalogue management