ITIL Practice Exam1 Flashcards
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