ITILF PDF Download Exam

Author: Dennisng Ng

Question: 1

Access management is responsible for implementing policies defined in which process?

A. Service portfolio management

B. Information security management

C. Change management

D. Problem management

Answer: B

Question: 2

What BEST describes the value of service design to the business?

A. It supports the creation of a portfolio of quantified services

B. It reduces total cost of ownership (TCO) of services

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

Answer: B

Question: 3

Third parties responsible for supplying goods or services that are required to deliver IT services is a

description of which stakeholder?

A. External Customers

B. Suppliers

C. Operations

D. External Consultants

Answer: B

Question: 4

What service could include a differentiation as an "excitement factor"?

A. A core service

B. An enabling service

C. A packaged service

D. An enhancing service

Answer: D

Question: 5

What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measureable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger

Answer: B

Question: 6

Which document shows a detailed analysis of business impact and benefits?

A. A return on investment

B. Service level requirements

C. A business case

D. A service level agreement

Answer: C

Question: 7

Which of the following are reasons why ITIL is successful?

  1. ITIL is vendor neutral
  2. It does not prescribe actions
  3. ITIL represents best practice

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Answer: A

Question: 8

Which of the following is an enabler of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

Answer: B

Question: 9

Which is the correct definition of a customer facing service?

A. One which directly supports the business processes of customers

B. A service that cannot be allowed to fail

C. One which is not covered by a service level agreement

D. A service not directly used by the business

Answer: A

Question: 10

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

Answer: B

Question: 11

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

Answer: A

Question: 12

What should a service always deliver to customers?

A. Applications

B. Infrastructure

C. Value

D. Resources

Answer: C

Question: 13

Which one of the following is NOT a characteristic of a process?

A. It is measurable

B. It delivers specific results

C. It responds to specific events

D. It structures an organization

Answer: D

Question: 14

What are customers of IT services who work in the same organization as the service provider known as?

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

Answer: D

Question: 15

Which of the following is best definition of IT service management?

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

Answer: D

Question: 16

Which one of the following would NOT be defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

Answer: C

Question: 17

What are customers of IT services who do NOT work in the same organization as the service provider known as?

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

Answer: B

Question: 18

What is a service delivered between two business units in the same organization known as?

A. Strategic service

B. Delivered service

C. Internal service

D. External service

Answer: C

Question: 19

What is the act of transforming resources and capabilities into valuable service better known as?

A. Service management

B. Incident management

C. Resource management

D. Service support

Answer: A

Question: 20

Which of the following are sources of best practice?

  1. Academic research
  2. Internal experience
  3. Industry practices

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Answer: A