ITIL TRAINING COURSE

ITIL TRAINING COURSE

Sample Questions :

1. Which of the following is NOT an objective of Service Operation?

a) Through testing, to ensure that services are designed to meet business needs

b) To deliver and support IT services

c) To manage the technology used to deliver services

d) To monitor the performance of technology and processes

2. Which of the following is NOT one of the ITIL core publications?

a) Service Optimization

b) Service Transition

c) Service Design

d) Service Strategy

3. The priority of an Incident refers to?

a) The relative importance of the Incident based on impact and urgency

b) The speed with which the Incident needs to be resolved

c) The number of staff that will be assigned to work on the Incident so that it is resolved in time

d) The escalation path that will be followed to ensure resolution of the incident

4. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

a) Requirements Portfolio and Service Catalogue

b) Service Knowledge Management System and Service Catalogue

c) Service Knowledge Management System and Requirements Portfolio

d) Requirements Portfolio and Configuration Management System

5. Which of the following activities is Service Level Management responsible for?

a) Design the configuration management system from a business perspective

b) Create technology metrics to align with customer needs

c) Create a customer facing service catalog

d) Train service desk on how to deal with customer complaints about service