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Posted on July 22, 2018

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Posted on June 16, 2018

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Posted on February 21, 2018

Q11. Where should the following information be stored? 1. The experience of staff 2. Records of user behaviour 3. Supplier's abilities and requirements 4. User skill levels A. The forward schedule of change B. The service portfolio C. A configuration management database (CMDB) D. The service knowledge management system (SKMS) Answer: D Q12. In which core ITIL publication can you fi


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Posted on February 5, 2018

Q31. Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management A. All of the above B. 3 and 4 only C. 2 and 4 only D. 2 only Answer: C Q32. What are underpinning contracts used to document? A. The provision of IT services or business services by a service provider B. The provision


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Posted on February 4, 2018

Q71. Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations A. 1 and 2 only B. 2 and 3 only C. 1 and 3 only D. All of the above Answer: B Q72. Consider the following list: 1. Change authority 2. Change m


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Posted on February 2, 2018

Q81. Which reason describes why ITIL is so successful? 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 Answer: B Q82. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an


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Posted on January 29, 2018

Q91. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA? A. Customer level B. Service level C. Corporate level D. Configuration level Answer: D Q92. Which one of the following does service metrics measure? A. Functions B. Maturity and cost C. The end-to-end service D. Infrastructure availability Answer: C Q93. Whic


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Posted on December 24, 2017

Q101. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'? A. Service transition planning and support B. Design coordination C. Service level management D. Change management Answer: B Q102. Which process is responsible for sourcing and delivering components of requested standard services? A. Request fulf