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Updated: Jul 23, 2026
Q & A: 370 Questions and Answers
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| Section | Objectives |
|---|---|
| Topic 1: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Topic 2: Service Lifecycle | - Continual Service Improvement - Service Design - Service Operation - Service Transition - Service Strategy |
| Topic 3: Service Management as a Practice | - Definition of services and customers - Concept of best practices in service management - Role of service management |
1. Customer perceptions and business outcomes help to define what?
A) The value of a service
B) Total cost of ownership
C) Key performance indicators
D) Customer satisfaction
2. Which of the following activities is be performed by access management?
A) Managing the rights to use a service or group of services
B) Managing access to computer rooms and other secure locations
C) Providing physical security for staff data centers and other buildings
D) Managing access to the service desk
3. What is the definition of an Alert?
A) An error message to the user of an application
B) A warning that a threshold has been reached or that something has changed
C) An audit report that indicates areas where IT is not performing according to agreed procedures
D) A type of Incident
4. How does Problem Management work with Change Management?
A) By installing changes to fix problems
B) By issuing RFCs for permanent solutions
C) By working with users to change their IT configurations
D) By negotiating with Incident Management for changes in IT for Problem resolution
5. Hierarchic escalation is best described as?
A) Notifying more senior levels of management about an Incident
B) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
C) Passing an Incident to people with a greater level of technical skill
D) Failing to meet the Incident resolution times specified in a Service Level Agreement
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |
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