| 1. What are the types of asset management? |
| A. IT Asset Management and software asset management. B. Operational and technical management. C. IT Asset Management and technical management. D. Operational management and IT Asset Management. |
| A |
| 2. Which is the purpose of the Monitoring and Event Management practice? |
| A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed. B. To systematically observe services and service components, and record and report selected changes of state. C. To protect the information needed by the organization to conduct its business. D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible. |
| B |
| 3. What is the purpose of the Information Security Management practice? |
| A. To protect the information needed by the organization to conduct its business. B. To observe services and service components. C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed. D. To plan and manage the full lifecycle of all IT assets. |
| A |
| 4. What are typically recognized through notifications created by an IT service, CI or Monitoring tool? |
| A. Incidents. B. Problems. C. Events. D. Requests. |
| C |
| 5. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? |
| A. Supplier Management. B. Change Control. C. Relationship Management. D. Service Desk. |
| C |
| 6. Which is a purpose of Release Management? |
| A. To protect the organization's information. B. To handle user-initiated service requests. C. To make new and changed services available for use. D. To move hardware and software to live environments. |
| C |
| 7. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? |
| A. Information security management. B. Continual Improvement. C. Monitoring and Event Management. D. Service Level Management. |
| A |
| 8. What is the purpose of the Relationship Management practice? |
| A. To establish and nurture the links between the organization and its stakeholders. B. To align the organization's practices and services with changing business needs. C. To set clear business-based targets for service performance. D. To support the agreed quality of a service handling all agreed, user-initiated service requests. |
| A |
| 9. Which practice makes new services available for use? |
| A. Change Control. B. Release Management. C. Deployment Management. D. IT Asset Management. |
| B |
| 10. The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed. |
| A. Suppliers. B. CIs. C. Customers. D. Assets. |
| B |
| 11. Which practice is responsible for moving new or changed components to live or other environments? |
| A. Release Management. B. Deployment Management. C. Change Enablement. D. Supplier Management. |
| B |
| 12. What is the purpose of the Deployment Management practice? |
| A. To ensure services achieve agreed and expected performance. B. To make new or changed services available for use. C. To move new or changed components to live environments. D. To set clear business-based targets for service performance. |
| C |
| 13. What is an IT asset? |
| A. Any financially valuable component that can contribute to delivery of an IT product or service. B. Any component that needs to be managed in order to deliver a service. C. A request from a user mat initiates a service action. D. The removal of anything that could have a direct or indirect effect on services. |
| A |
| 14. What is defined as any component that needs to be managed in order to deliver an IT service? |
| A. A service request. B. A configuration item (CI). C. An incident. D. An IT asset. |
| B |
| 15. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? |
| A. Release Management. B. Supplier Management. C. Service management. D. Relationship Management. |
| B |
| 16. Which practice has a purpose that includes observing a service to report selected changes of state identified as events? |
| A. Information security management. B. Monitoring and Event Management. C. Incident Management. D. Change Control. |
| B |
| 17. The purpose of the Supplier Management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. |
| A. Costs. B. Users. C. Value. D. Performances. |
| D |
| 18. What is defined as a change of state that has significance for the management of an IT service? |
| A. Event. B. Incident. C. Problem. D. Known error. |
| A |
| 19. Identify the missing word in the following sentence. The purpose of the Supplier Management practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services. |
| A. Measured. B. Rewarded. C. Defined. D. Managed. |
| D |
| 20. The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed. |
| A. Relationships with suppliers. B. Authorization of changes. C. Skills of people. D. Configuration of services. |
| D |
| 21. What is a configuration item? |
| A. Any financially valuable component that can contribute to the delivery of an IT product or service. B. Any change of state that has significance for the management of a service. C. Any component that needs to be managed in order to deliver an IT service. D. A problem that has been analyzed but has not been resolved. |
| C |
| 22. Which is a purpose of the Relationship Management practice? |
| A. To identify, analyze, monitor, and continually improve links with stakeholders. B. To systematically observe services and service components. C. To protect the information needed by the organization to conduct its business. D. To be the entry point and single point of contact for the service provider with all of its users. |
| A |
| 23. What is the purpose of the Monitoring and Event Management practice? |
| A. To systematically observe services and service components. B. To capture demand for Incident Resolution and service requests. C. To manage workarounds and known errors. D. To restore normal service operation as quickly as possible. |
| A |
| 24. Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability? |
| A. Information security management. B. Problem Management. C. Change Enablement. D. Service Configuration Management. |
| A |