ITIL EXAMS QUESTION 91 TO 100 WITH ANSWERS

91. 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

92. From the perspective of the service provider, who is the person or group that agrees their service targets?
A The customer
B. The user
C. The supplier
D. The administrator

ANSWER. A The customer

93. What is the act of transforming resources and capabilities into valuable service better known as?
A. Service support
B. Incident management
C. Resource management
D. Service management

ANSWER. D. Service management

94. What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. External service
D. Internal service

ANSWER. D. Internal service

95. Which of the following is NOT a source of best practice?
A. Technology
B. Standards
C. Academic research
D. Internal experience

ANSWER. A. Technology

96. Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers

ANSWER. A. The SLA covers one service, for all the customers of that service

97. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management

ANSWER. B. Financial management

98. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase ‘Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision’?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?

ANSWER. B. Where do we want to be?

99. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A. Service operation
B. Service transition
C. Service strategy
D. Continual service improvement

ANSWER. D. Continual service improvement

100. Who is responsible for defining metrics for change management?

A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager

ANSWER. A. The change management process owner

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