Certification Exam Prep Questions For ITIL Service Operation


QuickStartis now offering assessment questions for ITIL Service Operation. Whether you are deciding which exam to sign up for, or simply want to practice the materials necessary to complete certification for this course, we have provided a practice assessment to better aid in certification. 100% of the questions are real questions; from a recent version of the test you will take for ITIL Service Operation.


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1

The ability for Service Operation to perform effective operational monitoring and control depends on data and information from which of the following processes?

A. Incident Management
Incorrect.
B. Request Fulfilment
Incorrect.
C. Event Management
Correct!
D. Access Management
Incorrect.
2

Which of the following statements regarding a Known Error are correct?

1. A Known Error should be raised when the diagnosis of a problem is complete and there is a workaround available

2. A Known Error can be raised as soon as it becomes useful to do so

A. 1 only
Incorrect.
B. 2 only
Incorrect.
C. Both of the above
Correct!
D. Neither of the above
Incorrect.
3

“A warning that a threshold has been reached, something has changed, or a failure has occurred” describes which of the following?

A. An Incident
Incorrect.
B. An Alert
Correct!
C. A Warning
Incorrect.
D. A Change
Incorrect.
4

Which of the following is NOT a concept within the Access Management process?

A. Identity
Incorrect.
B. Rights
Incorrect.
C. Access
Incorrect.
D. Possession
Correct!
5

During the early stages of the Incident process the priority of the Incident is determined.

Which of the following statements regarding the initial priority is/are correct?

1. The initial priority of an Incident should not be changed once it has been assigned

2. The initial priority can be raised if a senior manager is adamant that it needs to be changed

3. If it appears that the Incident will not be resolved within the SLA target then the initial priority can be changed

A. 1 only
Incorrect.
B. 2 and 3 only
Correct!
C. 3 only
Incorrect.
D. None of the above
Incorrect.
6

In which of the following would the details of a workaround be documented?

7

Which process would normally be used to efficiently handle low-risk, frequently occurring, low-cost small changes?

A. Incident Management
Incorrect.
B. Request Fulfilment
Correct!
C. Demand Management
Incorrect.
D. Access Management
Incorrect.
8

Which of the following is most significant in determining the priority of an Incident?

9

An effective Request Fulfilment process can contribute to a reduction in workload for which two ITIL processes?

10

Access Management will facilitate which of the following benefits?

1. Controlled access to services to enable an organization to maintain the confidentiality of its information

2. Employees having the right level of access to execute their jobs effectively

3. An increase in the number of security breaches

A. 1 and 2 only
Correct!
B. 1 and 3 only
Incorrect.
C. 2 and 3 only
Incorrect.
D. All of the above
Incorrect.
11

Which of the following statements correctly describe the purpose of Service Operation?

1. To deliver and manage services at levels agreed with the business

2. To manage the technology used to deliver and support agreed services

A. 1 only
Incorrect.
B. 2 only
Incorrect.
C. Both of the above
Correct!
D. Neither of the above
Incorrect.
12

Good communication is essential for effective Service Management. According to ITIL guidance, which of the following statements is INCORRECT?

13

With which other ‘progressive’ phases of the lifecycle does Service Operation need to interface?

14

Which ITIL concept could be described as a “generic description for many varying types of demands that are placed upon the IT Department by the users”

A. Service Request
Correct!
B. Standard Change
Incorrect.
C. A customer requested event
Incorrect.
D. Service demand
Incorrect.
15

‘A server’s memory utilization is within 5% of its highest acceptable performance level.’

What would this typically be considered as?

A. An Incident
Incorrect.
B. An Event
Correct!
C. A Major Incident
Incorrect.
D. A Problem
Incorrect.
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Practice Exam - ITIL Service Operation


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Course Duration 1 Hour
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