ITIL EXAMS QUESTION 111 TO 120 WITH ANSWERS

111. Which of the following identifies the purpose of service transition planning and support?
A. Provide overall planning for service transitions and co-ordinate the resources they require
B. Ensure that all service transitions are properly authorized
C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D. To define testing scripts to ensure service transitions are unlikely to ever fail

ANSWER. A. Provide overall planning for service transitions and co-ordinate the resources they require

112.Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database

ANSWER. D. A known error database

113. Which of the following is the BEST description of a centralized service desk?

A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization

ANSWER. D. There is a single desk in one location serving the whole organization

114. What are the categories of events described in the ITIL service operation book?

A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive

ANSWER. C. Informational, warning, exception

115. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management

ANSWER. B. Problem management

116. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation

ANSWER. A. Categorization

117. Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change

ANSWER. B. Planning the steps required to be taken if a change is unsuccessful

118. Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the service desk can be logged
C. All incidents must be fully logged
D. The service desk decide which incidents to log

ANSWER. C. All incidents must be fully logged

119. Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only

ANSWER. C. 2 and 4 only

120. Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above

ANSWER. C. 1 and 3 only

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