FREE ITIL Practitioner MCQ Questions and Answers

Question 1

The project manager must be familiar with how service desks operate. Which should be done first, and why?

Accepted Answer

Visit a representative sample of service desks and their customers; collect the same data from all of them

Answer

Visit all service desks; document their current practices and KPIs and talk to their customers

Answer

Speak to all of the service desks and their customers on the telephone; collect the same data from all of them

Answer

Send each service desk a questionnaire for staff and customers to complete and return

Question 2

Which issue is more important, and why?

Accepted Answer

The keycard management problem because it will result in significant risk to the university

Answer

The WiFi connection problem because it will result in significant cost to the university

Answer

The keycard management problem because it will result in significant cost to the university

Question 3

Which GCITS cloud services are the MOST crucial to concentrate on in the initial round of improvements?

Accepted Answer

Cost and risk

Answer

Value and outcome

Answer

Cost and outcome

Answer

Value and risk

Question 4

Which of the following BEST sums up a sponsorship's role in an improvement initiative?

Accepted Answer

To ensure support from managers or business leaders to promote the initiative and authorize the change

Answer

To clarify the role played by managers or business leaders in prioritizing changes during the lifecycle of the initiative

Answer

To organize and coordinate people's efforts and the allocation of resources to maximize efficiency in achieving identified goals

Answer

To analyze key stakeholders in order to assess their power, influence and interest in the improvement initiative

Question 5

Which of the following justifies the use of an action plan for workshops and meetings the MOST?

Accepted Answer

To ensure the workshop covers its objectives

Answer

To make sure the equipment needed is available and working

Answer

To provide the exact agenda to the workshop delegates in advance

Answer

To demonstrate professionalism when planning the workshop

Question 6

The local manager in KL is aware of the likelihood of resistance to the modification on the part of the service desk analysts. What is the BEST strategy to get through this opposition?

Accepted Answer

Meet with the service desk analysts and explain how they will benefit from the improvement

Answer

Monitor the situation and review in a months’ time to determine if it is still an issue for concern

Answer

Work with the internal communications department to publish FAQs on the company intranet

Answer

Email the service desk analysts explaining the importance of the improvement to the company

Question 7

What is the BEST illustration of implementing changes utilizing the ITIL idea of "adopt and adapt"?

Accepted Answer

Enhance GCITS processes based on a gap analysis between current delivery and required benefits, taking ideas from best practices

Answer

Use the organization’s ITIL compliant toolset to enhance GCITS processes based on improvement priorities

Answer

Combine both GCITS and DriveYou.com service management processes to produce a best practice solution that reduces the cost of support

Answer

Modify GCITS cloud services to align with ITIL guidance and other best practice frameworks