ITIL EXAMS QUESTION 11 TO QUESTION 20 WITH ANSWERS

11. What should a release policy include?
A. Roles and responsibilities across all the service transition processes
B. Roles and responsibilities for updating the configuration management database (CMDB)
C. Criteria and authorization to exit early life support and handover to the service operation function
D. How request for changes (RFCs) are approved for software releases in the IT production environment

ANSWER.   C. Criteria and authorization to exit early life support and handover to the service operation function

12. Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
A. Service portfolio management
B. Service level management
C. Service catalogue management
D. Service capacity management

ANSWER. C. Service catalogue management

13. What BEST describes an important principle of communication in service operation?
A. It is efficient, effective and economical for all IT services
B. It has an intended purpose or a resultant action
C. It focuses on creating a relationship between processes and products
D. It has responsibility for creating policies

ANSWER. B. It has an intended purpose or a resultant action

14. What is an objective of event management?
A. To maintain user satisfaction with the quality of IT services
B. To detect changes of state that have significance for management of an IT service
C. To provide a channel for users to receive standard services that they are expecting
D. To minimize the impact of incidents due to service failures that cannot be prevented

ANSWER. B. To detect changes of state that have significance for management of an IT service

15. Where are the details of core and enhancing services provided?
A. The definitive media library
B. The configuration management system
C. The service portfolio
D. The service catalogue

ANSWER. D. The service catalogue

16. Which is used to assess business demand for services?
A. Premium business assets
B. Patterns of business activity
C. Provider business assets
D. Predicted business architecture

ANSWER. B. Patterns of business activity

17. What BEST describes the value of service operation to the business?
A. It supports the creation of a portfolio of quantified services
B. It ensures IT services are continuously aligned to business requirements
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages 

ANSWER. C. It defines the control of service assets and configurations

18. Which process analyses services that are no longer viable and when they should be retired?
A. Change management
B. Service portfolio management
C. Service level management
D. Business relationship management

ANSWER. B. Service portfolio management

19. What BEST defines roles and responsibilities in relation to process and activities?
A. Human resource model
B. Configuration baseline
C. Service model
D. RACI matrix

ANSWER. D. RACI matrix

20. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A. Testing the tool and training process managers on using the process
B. Development or purchase of tools and deployment of the tools
C. Training tool administrators how to manage tools and monitoring tool performance in operational environment
D. Development or purchase of tools and deployment of the process

ANSWER. A. Testing the tool and training process managers on using the process

                    D. Development or purchase of tools and deployment of the process


a