1. What is NOT a benefit of ITIL?
Answer: (3) Smoother project management by using agile
2. Which of the following best describes the ITIL service lifecycle?
Answer: (2) The Business/Customer initiates a change -> Service Strategy -> Service Design -> Service Transition -> Service Operation -> Continual Service Improvement (may go back to the customer/business at this stage for other changes)
3. Which service is at the core of the ITIL v3 lifecycle?
Answer: (1) Service Strategy
4. Which from the below is the correct set of inputs for Service Strategy?
Answer: (4) Strategies, Policies, Resource and Constraints, SLPs from Requirements
5. What does CSO stand for according to ITIL Service Strategy?
Answer: (3) Chief Sourcing Officer
6. What are the 4 Ps of ITIL Service Design?
Answer: (1) people, processes, products, partners
7. What is the Purpose of the Service Catalogue Management (SCM)?
Answer: (2) Create a single, consistent repository of all the agreed services easily accessible by approved personnel.
8.What are the specific Roles and Responsibilities in the ITIL Service Transition? (Choose all that apply)
Answer: Both (1) & (4)
9. What is the correct course of action when incidents (in ITIL terms) are not resolved quickly?
Answer: (2) Escalate to a technical support team or to the corresponding levels of management
What is the difference between Functional and Hierarchical Escalation?
Answer: (1) Functional Escalation is about escalating the incident to the technical support team, Hierarchical Escalation is about escalating to the corresponding level of management.