ITIL EXAMS QUESTION 101 TO 110 WITH ANSWERS

101. Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
A. 1 and 3 only
B. 3 only
C. 1 and 2 only
D. All of the above

ANSWER. A. 1 and 3 only

102. Which process would you MOST expect to be involved in the management of underpinning contracts?
A. Change management
B. Service catalogue management
C. Supplier management
D. Release and deployment management

ANSWER. C. Supplier management

103. Which of the following is NOT an objective of request fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the service catalogue with services that may be requested through the service desk
C. To provide a channel for users to request and receive standard services
D. To source and deliver the components of standard services that have been requested

ANSWER. B. To update the service catalogue with services that may be requested through the service desk

104. Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
A. 1 only
B. Neither of the above
C. 2 only
D. Both of the above

ANSWER. D. Both of the above

105. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 2 only
C. Neither of the above
D. 1 only

ANSWER. D. 1 only

106. Which role is accountable for the operational management of a process?
A. Process practitioner
B. Service manager
C. Process manager
D. Change manager

ANSWER. C. Process manager

107. Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only

ANSWER. A. All of the above

108. Which process has the following objective, ‘Produce service design packages (SDPs) based on service charters and change requests’?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management

ANSWER. B. Design coordination

109. Which of the following identifies the purpose of design coordination?
A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
B. Ensuring all service designs have availability designed into them
C. Designing of all the links between every service design process and all other processes in the service lifecycle
D. Control of all supplier relationships from design right through to the production environment

ANSWER. A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle

110. Which process would maintain policies, standards and models for service transition activities and processes?
A. Change management
B. Capacity management
C. Service transition planning and support
D. Release management

ANSWER. C. Service transition planning and support

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