IT Infrastructure Library (ITIL) Exam – Sample

Which of the following statements is correct? 1. All processes should have an owner. 2. A process takes one or more inputs and turns them into defined outputs, such as process reports and reviews. 3. All processes’ objectives must be defined in measurable terms. 4. All processes must have an objective.

For which of the following is the Service Catalogue Manager responsible? 1. Ensuring that information within the Service Pipeline is accurate and up to date. 2. Ensuring that information in the Service Catalogue is consistent with information in the Service Pipeline. 3. Ensuring that all operational services are recorded in the Service Catalogue. 4. Ensuring that the information in the Service Catalogue is accurate and backed up.

What are the three elements of the Service Portfolio?

True or False? A customer’s perceptions, customer’s pre-established preferences, and actual business outcomes all influence the value of a service.

Which of the following is not an element of Availability Management?

Which of the following list is a valid type of SLA?

“Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.” Which entity owns the risks?

Which of the following statements is incorrect about patterns of demand generated by the customer’s business?

Which of the following is not a primary concern of Service Strategy?

Which of the following does service transition provide guidance on? 1. Introducing new services 2. Decommissioning services 3. Transfer of services between service providers