Online Access Free ITIL Exam Questions

Which usually requires a team of representatives from many stakeholder groups?

• A.Investigating a major incident
• B.Logging a new problem
• C.Fulfilling a service request
• D.Authorizing an emergency change

What do customer perceptions and business outcomes help to define?

• A.Service metrics
• B.Key performance indicators (KPIs)
• C.The total cost of a service
• D.The value of a service

Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

• A.1 and 3
• B.3 and 4
• C.1 and 2
• D.2 and 4

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

• A.IT asset management
• B.Monitoring and event management
• C.Deployment management
• D.Continual management

Which practice ensures that a variety of access channels are available for users to report issues?

• A.Incident management
• B.Service desk
• C.Service level management
• D.Change enablement