Certification Topics of ITIL Exam PDF Recently Updated Questions [Q13-Q28]

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Certification Topics of ITIL Exam PDF Recently Updated Questions

ITIL Exam Prep Guide: Prep guide for the ITIL Exam

Q13. Which of the following is the BEST definition of an event?

Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

An unplanned interruption to an IT service or a reduction in the quality of an IT service

The unknown cause of one or more incidents that have an impact on an IT service

Reducing or eliminating the cause of an incident or problem

Q14. Which practice makes use of methods from Lean. Agile and DevOps?

Service desk

Continual improvement

Problem management

Incident management

Q15. Which process will regularly analyze incident data to identify discernable trends?

Service Level Management

Problem Management

Change Management

Event Management

Q16. Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Whether to buy an application or build it

Should application development be outsourced

Who the vendor of the storage devices will be

Where the vendor of an application is located

Q17. Which BEST describe the focus of the ‘think and work holistically’ principle?

Considering the existing organizational assets before building something new

Integrating an organization’s activities to deliver value

Eliminating unnecessary steps to deliver valuable outcomes

Breaking down large initiative into smaller pieces of work

Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.

Q18. Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?

Relationship management

Continual improvement

Service configuration management

Service level management

Q19. Which is intended to help an organization adopt and adapt ITIL guidance?

The four dimensions of service

Practices

The service value chain

The guiding principles

Q20. Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Q21. Which of the following best describes a Service Request?

Any request or demand that is entered by a user via a Self-Help web-based interface

A request from a User for information, advice or for a Standard Change

Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting

Anything that the customer wants and is prepared to pay for

Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

Q22. Which statement about service review meetings isFALSE?

Actions from service review meetings should only be assigned to the service provider

Meetings should be held on a regular basis to review service achievement

Issues for the upcoming period should be discussed at the meetings

Progress and success of the service improvement programme (SIP) should be reviewed

Q23. Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

The Asset Register

The Service Knowledge Management System

The Known Error Database

The Information Management System

Q24. What should be done for every problem?

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

Q25. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Continual improvement

Monitoring and event management

Service level management

To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/

Q26. Which one of the following do technology metrics measure?

Components

Processes

The end-to-end service

Customer satisfaction

Q27. Which guiding principle says that services and processes should NOT provide a solution for every exception?

Keep it simple and practical

Think and work holistically

Optimize and automate

Collaborate and promote visibility

Q28. Which three types of metric support Continual Service Improvement (CSI) activities?

Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics