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ITIL Exam Questions 2018

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[It delivers its primary results to a customer or stake holder]

Explanation
Processes are structured sets of activities designed to achieve a specific objective. The deliver results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.
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[It delivers its primary results to a customer or stake holder]

Explanation
Processes are structured sets of activities designed to achieve a specific objective. The deliver results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.
Which of the following statements is CORRECT for every process?

[It delivers its primary results to a customer or stake holder]

[It defines activities that are executed by a single function]

[Both of these]

[Neither of these]
[To Automatically detect service-affecting events]

Explanation
Incident management is designed to respond to events, minimize the negative impact to the business and restore operations as quickly as possible. It is not designed to automatically detect a service-affecting event.
Which of the following is NOT a MAIN objective of incident management?

[To restore normal service operation as quickly as possible]

[To Automatically detect service-affecting events]

[To minimize adverse impacts on business operations]
[Knowledge]

Explanation
Knowledge is information that has been processed and analyzed in a wide context. This include experiences, ideas, and insights of an individual.
Which level of understanding within knowledge management represents the experiences, ideas, insights and values of individuals?

[Knowledge]

[Governance]

[Data]

[Information]
[Service asset and configuration management]

Explanation
The Definitive Media Library (DML) is the responsibility of the Service Asset and Configruation Management (SACM) process.
The definitive media library is the responsibility of:

[Request fulfillment]

[Service asset and configuration management]

[Facilities management]

Access management]
[IT services and components]

Explanation
The Availability Management process is concerned with management and achievement of agreed availability requirements as established in Service Level Agreements. In ITIL®, availability is defined as the ability of a system, service, or configuration item to perform its function when required.
Availability management is directly responsible for the availability of which of the following?

[IT services and components]

[IT services, components and business processes]

[Components and business processes]

IT services and business processes]