FREE ITIL Practitioner Questions and Answers

Question 1

What benefits may organizational change management (OCM) provide to a company?

Accepted Answer

Cultural changes required as a result of adopting new business processes

Answer

The development of underpinning processes for a change management standard

Answer

The knowledge required to support the adoption of new technology platforms

Answer

Standard changes that are made to IT service assets and configuration items

Question 2

The project manager is writing a business case for the upgrade. ACCORDING TO THIS BUSINESS CASE, the CSI technique will help with the improvement efforts. Which of the following best sums up the goal of a CSI stage in this improvement work?

Accepted Answer

"Where are we now?" will document process issues that need to be resolved

Answer

Did we get there? will define measurable steps for the project

Answer

How do we get there?' will specify the objects and business case for the project

Answer

What is the vision?' will identify the best ITSM software tool use

Question 3

What are the BEST ways to begin practicing problem solving?

Accepted Answer

Identify commonly recurring incidents, develop work-arounds, and investigate root causes

Answer

Develop process documentation, train service desk, and implement a knowledge base

Answer

Implement ITIL problem management, document responsibilities, and create a RACI model authority matrix

Answer

Hire a problem manager, create a problem management team, and agree targets

Question 4

Which behavior is utilized to pinpoint the KL service desk analysts' weak points?

Accepted Answer

Analyzing training needs

Answer

Creating a sense of urgency

Answer

Managing stakeholders

Answer

Managing sponsors

Question 5

Emails, calls, in-person meetings, and briefings with various stakeholders are all part of a continuing communications strategy. Which of the following best exemplifies the communication principle?

Accepted Answer

‘There is no single method of communication’.

Answer

‘Timing and frequency matter’.

Answer

‘Communication is a two-way process’.

Answer

‘We’re all communicating, all of the time’.

Question 6

Which aspect of service offers is best exemplified by access to mobile networks?

Accepted Answer

Access to resources

Answer

Access to network

Answer

Access to services

Answer

Access to mobility

Question 7

Which of the following is included in the four-dimensional model that ITIL advises using to guarantee the adoption of a holistic approach?

Accepted Answer

Partners & Suppliers

Answer

Values and extreme processes

Answer

Supply from suppliers

Answer

Techniques to manage people