Q: Which of these statements describes an IT service provider? 

A business unit responsible for IT processes 

A third-party service provider delivering components of services 

A service provider that provides IT services to internal or external customers 

A function that provides controls for IT infrastructure 

Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives? 

Service Desk 

Service Transition 

Service Strategy 

Service Design 

Q: Which of the followings are the TWO main components of ITIL Service Management? 

Service Support and Service Delivery 

Service Operation and Service Support 

Service Support and Service Desk 

Service Support and Service Provider 

Q: Functions are BEST described as? 

Projects focusing on makeover 

Self-Contained units of organizations 

Closed loop systems 

An organization of knowledge 

Q: Which of the following is the implementation and management of quality IT services meeting the requirements of the business? 

IT service continuity management 

IT operations management 

IT service management 

IT service management forum 

Q: Which of the following is NOT a goal of ITIL Service Management? 

It ensures that IT services are aligned to the needs of users. 

It improves availability and stability of services. 

It improves communication within IT and with users. 

It improves efficiency of external processes. 

Q: Which of the following is NOT a key characteristic of ITIL? 

Non-proprietary 

Non-prescriptive 

Good practice 

Non-management 

Q: Which of the following is the difference between the benefit achieved and the amount expended to achieve that benefit? 

EOI 

POI 

ROI 

VOI 

Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives? 

Service Strategy 

Service Transition 

Service Desk 

Service Design 

Q: Which of the following is the CORE of the Service Lifecycle? 

Service Operation 

Service Transition 

Service Strategy 

Service Design 

Q: Which of the following is the core structure of ITIL? 

A Service Lifecycle 

An Infrastructure Lifecycle 

An IT Management Lifecycle 

An IT Lifecycle 

Q: What are the names of people who have an interest in an organization, project, IT service, etc? 

Process owner 

User profile 

Customer care 

Stakeholder 

Q: Which of the following works for a different business to the IT service provider? 

External customer 

Internal customer 

Public customer 

Private customer 

Q: Which of the following may have both internal and external customers? 

Infrastructure service 

IT service provider 

Facility provider 

External sourcing 

Q: Which of the following works for the same business as the IT service provider? 

In-sourcing agent 

IT service manager 

Internal customer 

Internal manager 

Q: Which of the following refers to outsourcing? 

External service provider 

Shared service provider 

Business service provider 

Internal service provider 

Q: Which of the following uses an internal service provider to manage IT services? 

Internal case 

Internal sourcing 

Internal user 

Internal customer 

Q: Which of the following includes metrics about actual service levels and trends? 

Decision reports 

Management reports 

Choice reports 

Test reports 

Q: Which of the following activities is NOT handled by IT Operations Management? 

Facility management 

Maintenance of a technical infrastructure 

Output management 

Console management 

Q: Which of the following statements about ITIL Services is NOT true? 

It is description of management processes. 

It is technical recommendations. 

It is assessment guidelines. 

It is recommendation of their implementation. 

Q: Which of the following is not a recognized source of IT best practices according to ITIL? 

Proprietary knowledge 

Industry standards 

Training 

Auditors 

Q: Which of the following is a reason an organization might want to adopt ITIL best practices? 

Advice on the technical specification of infrastructure 

Advice on business strategy 

Development of programming techniques 

Management of IT services and budgetary controls 

Q: Which of the following is the correct description of a service? 

Restores normal operations as soon as possible 

Delivers value to customers, without ownership of specific costs and risks 

Investigates the underlying cause of issues 

Monitors targets according to contractual obligations 

Q: What is this? “The result of carrying out an activity, following a process, or delivering an IT service.” 

A procedure 

A work instruction 

An outcome 

An input 

Q: What is an IT service made up of? 

combination of information technology, people, and processes 

A combination of best practices, information technology, and outcomes 

A combination of best practices, outcomes, and inputs 

A combination of controls, outcomes, and inputs 

Q: Which of these is not a recognized type of service according to ITIL? 

Core service 

Supplier service 

Enabling service 

Enhancing service 

Q: Which of these statements is/are correct?

1. Internal services are delivered between departments or business units within the same organization.

2. External services are those delivered to an external customer. 

1 only 

2 only 

Both 

Neither 

Q: Which of these statements describes an IT service provider? 

A third-party service provider delivering components of services 

A business unit responsible for IT processes 

A function that provides controls for IT infrastructure 

A service provider that provides IT services to internal or external customers 

Q: How many service provider types does ITIL identify? 

1 

2 

3 

4 

Q: Which of these is not a characteristic of a process? 

Delivers functions 

Responds to a trigger 

Delivers a specific result 

Is measurable 

Q: What is ITIL? 

Rules for achieving recognized IT standards 

Good advice about how to manage IT services 

Advice on managing projects 

Advice on the technical requirements for infrastructure 

Q: What is an IT service provider? 

An internal IT department 

An external outsourced IT department 

Either an internal IT department or an external IT department 

A business unit 

Q: Who “owns” ITIL? 

The U.S. government 

Microsoft 

The U.K. government 

The Open Group 

Q: Which of these is not a stage in the ITIL service lifecycle? 

Service design 

Service implementation 

Continual service improvement 

Service operation 

Q: A service must provide which of the following to deliver business value? 

Sufficient capacity, the agreed level of security, and alignment to the organization’s project management methodology 

Sufficient capacity and the agreed level of security 

The agreed level of security and alignment to the organization’s project management methodology 

The agreed level of security