The ITIL (Information technology infrastructure library) practitioner
certification is one of the highly regarded certifications in the IT
industry. This certification covers the nine guiding principles like
Focus on value, Design for experience start where you are, work
holistically, progress iteratively, observe directly, be transparent,
collaborate, and keep it simple. It also covers three critical areas for
the success of any improvement:
Organizational Change Management
Measurement and Metrics.
the ITIL Practitioner certification is a significant achievement. It
demonstrates that you can take the ITIL framework and adapt it to
real-life situations. We have compiled a few ITIL practitioner sample
exam questions along with the answers with a relevant explanation to the
These ITIL practitioner exam questions and
answers will help you to quickly review your knowledge and improve
chances of pass rate while appearing for the certification test.
Considering attendee’s preparation and participation we have produced
these questions as a sample exam papers to test knowledge and
understanding of the subject. We would like to say that studying these
examinations question and the answer is for best practice and will
differ during the exam.
After finishing computer-based or
web-based multiple choice examination, the accredited training provider
that organized your examination will provide result immediately. When
passed an official certificate will be sent to the participant through
the training provider or examination institute.
Exam Name: ITIL Practitioner certification in IT service management
Exam Duration: 135 minutes
No. of questions: 40
Passing score: 70%
Validated against: AXELOS
Format: Open book, multiple choice questions
Exam fee: 300 USD
1. What are the most appropriate steps to start working on problem management?
Implement ITIL problem management, document responsibilities, and create a RACI model authority matrix.
Develop process documentation, train service desk, and implement a knowledge base.
Hire a problem manager, create a problem management team, and agree on targets.
Identify commonly recurring incidents, develop workarounds, and investigate root causes.
fundamental objective of problem management is to prevent problems that
lead to incidents. The happening of the incident is to be prevented and
recurring incidents also will be prevented.
2. The project manager needs to understand how the service desks are working. Which is the best action to take first?
Visit a representative sample of service desks and their customers; collect the same data from all of them.
Speak to all of the service desks and their customers on the telephone; collect the same data from all of them.
Send each service desk a questionnaire for staff and customers to complete and return.
Visit all service desks; document their current practices and KPIs and talk to their customers.
understand how the service desks work, the manager should visit a
sample of service desks and their customers and collect data from them.
03. Which of the following is NOT an output of the "What is the Vision?" step in the CSI approach?
A clear understanding of the current state of the improvement area of focus
A clear understanding of the meaning of the vision, mission and goals of your team
A clear understanding of one's position and role in the organization
A clear understanding of the overall organizational vision, mission and goals
The output of CSI is continuous improvement in the process with cost-effectiveness, efficiency and process effectiveness.
04. In the first set of improvements, which elements of the cloud services at GCITS are the MOST important to focus on?
Value and outcome.
Cost and outcome.
Value and risk.
Cost and risk.
GCITS focus on cost and risk elements of cloud services for an automated approach for deployment and software releases.
05. Which statement describes the purpose of sponsorship within an improvement initiative?
Achieve the identified goals by organizing and coordinating people efforts for efficiency maximization.
To ensure support from managers or business leaders to promote the initiative and authorize the change.
To analyze key stakeholders in order to assess their power, influence and interest in the improvement initiative.
To clarify the role played by managers or business leaders in
prioritizing changes during the lifecycle of the initiative.
improvement initiative, the purpose of sponsorship is to ensure support
from managers to promote initiative and authorize the change.
06. What is the MOST important reason for using a workshop and meeting action plan?
To make sure the equipment needed is available and working.
To ensure the workshop covers its objectives.
To demonstrate professionalism when planning the workshop.
To provide the exact agenda to the workshop delegates in advance.
workshop is usually conducted for 1-2 days. To ensure that the workshop
is successful there is a need for a robust workshop and meeting action
plan. This plan is designed to ensure the workshop covers all its
07. The local manager in KL
knows that the service desk analysts are very likely to resist the
change. What is the BEST tactic to overcome this resistance?
Work with the internal communications department to publish FAQs on the company intranet.
Email the service desk analysts explaining the importance of the improvement to the company.
Meet with the service desk analysts and explain how they will benefit from the improvement.
Monitor the situation and review in a months’ time to determine if it is still an issue for concern.
change management, there is always a fear of unknown. It is advised
that the manager meets the service desk analysts and explain how the
change would benefit them and why they should embrace the change.
08. Which is the BEST example of using the ITIL concept ‘adopt and adapt’ when delivering improvements?
Enhance GCITS processes using organization’s ITIL complaint toolset
Produce a best practice solution to reduce the cost of support by
combining GCITS and DriveYou.com service management processes
Align GCITS cloud services with ITIL guidance and other best practice frameworks.
GCITS processes based on a gap analysis between current delivery and
required benefits, taking ideas from best practices.
adopt means deciding the process you want to use. “Request fulfilment”
is a process that is intended to help IT organizations to provide
pre-defined services for users. The adopt and adapt concepts are very
flexible and work with existing and new business developments.
An ongoing communications plan includes emails, telephone calls,
face-to-face meetings and briefings with various different stakeholders.
Which communication principle does this BEST demonstrate?
‘Communication is a two-way process’.
‘We’re all communicating, all of the time’.
There is no single method of communication.
‘Timing and frequency matter’.
is to transmit information from one person to another. An effective
communication plan includes telephone calls, e-mails, face-to-face
meetings etc. “There is no single method of communication” principle
demonstrates that communication can flow in many ways.
10. Which activity is used to identify areas of weakness for the KL service desk analysts?
Analyzing training needs.
Creating a sense of urgency.
The areas of weakness are identified by training needs so that performance improvement can be shown.
The consolidation project involves bringing together a number of
complex systems, processes and ways of working. The project manager
needs to communicate progress clearly to the whole organization. Which
is the BEST approach?
Regular simple non-technical updates.
Ad-hoc detailed non-technical updates.
Ad-hoc detailed technical updates.
Regular simple technical updates.
best approach for the project manager to communicate to the entire
organization regarding the various complex systems processes and the
working methodologies can be communicated through regular simple
12. Six months after the merger, a few
NoImpact.com researchers have reverted to the old way of working. Which
is the BEST approach to reinforce the need to adopt the new working
Reward and recognize the researches that follow
Discipline researchers that do not follow the process
Review again in six months to establish whether new practices have been fully adopted
Ask project managers which researchers are not delivering on expectations
new working practices can be reinforced on the researchers by rewarding
and recognizing the researchers who follow the new working practices.
13. Which is the BEST example of the communication principle: ‘the message is in the medium’?
Business case documents that include detailed risk analysis.
A meeting agenda sent to all attendees before every meeting.
A selection of presentations and webinars to communicate new policies
An email requesting confirmation that information has been understood
The ‘message is in the medium’ is best represented by a selection of presentations and webinars to communicate new policies.
14. Which of the following BEST describes OCM?
An approach for managing service change
A standard for managing organizational change
A standard for managing service change
An approach for managing the people aspect of change
Organization change management is an approach to manage change in organizations with respect to people aspect.
15. Which is the most relevant quality metric for this service desk consolidation?
Incident resolution time
Cost of network bandwidth
Cost per incident
The most relevant quality metric is incident resolution time for incident resolution time.
Complaints have been made by customers about delays in resolving
incidents and lack of communication from IT about their status. When
assessing these complaints, what is the BEST approach to start with?
Track the time taken to resolve incidents by logging some dummy incidents.
Talk through the incidents with support staff to identify actions
Sit in the support operations and see how customers’ incidents are handled
Review incident management metrics to see if targets are being met
best way to handle customer complaints regarding delayed incidents is
to sit in the support operations and observe how these incidents are
17. There is currently a lack of team
cooperation at GCITS and this may affect the success of the
consolidation project. What is the BEST way for GCITS leaders to develop
a more collaborative culture? By defining a clear set of behavioral
principles that must be followed.
Reinforcing the new behavioral strategy through consistent leadership.
By mandating staff to be open and transparent with colleagues.
By defining a clear set of behavioral principles must be followed
By allowing staff to define their own criteria for acceptable behavior
The team cooperation can be reinforced with new behavioral strategy through consistent leadership and collaborative leadership.
18. Which of the following are put into place in ITSM to validate, direct, justify, or intervene?
Service development lifecycle
Return on Investment
Metrics and measurement
service development life-cycle considers data to improve the process.
The values of measurement considered are validated, direct, justify and
19. Which of the following is NOT one of the different types of metrics used in ITIL?
are three types of metrics followed in ITIL. Process metrics,
technology metrics and service metrics. Milestone is not a part of the
metrics in ITIL.
20. Which of the following is the best way to choose metric hierarchies?
The simplest metrics hierarchy
People-centric metric hierarchy
The most advanced metric hierarchy
Metric hierarchies that are a good fit for circumstances and organizational culture
best way to choose metric hierarchy is choosing the right fit depending
on the organization culture and situations. There are three types of
metrics; Process, service and technology.
21. Which of the following is an example of good communication?
Slow restoration of service
Speeding up the delivery of new services
Inability to improve services
The “black hole” syndrome
good communication will let the vision, mission, strategy flow across
the organization. A good communication will speed up the delivery of new
22. Sending an email containing an urgent
message to a colleague who has limited access to email is a violation of
which of the following communication principles?
There is no single method of communication
The message is in the medium
We are all communicating all the time
can be in different forms like verbal, non-verbal. Formal
communications also can take many forms. It is wise to choose the most
appropriate mode of communication from e-mail to telephone.
23. Which of the following is the biggest reason that people resist change?
Lack of reward for change
Fear of the unknown
Fear of additional work
brings unknown situations and risks. This creates a fear of unknown.
Hence the greatest fear is fear of unknown during the change.
24. Which of the following describes the best way to help people transition through change?
Open and frequent communication
best possible way to help people to transition smoothly during the
change is through open and frequent communication by the leadership to
remove the fear of unknown.
25. What is the name given to a
database or structured document used to record and manage improvement
opportunities throughout their lifecycle?
Vision and governance
A Continual service improvement (CSI) register is used to record and manage improvement opportunities throughout the lifecycle.
26. What is the primary reason for establishing a baseline?
To standardize the operations
To estimate the cost of services provided
For defining clear roles and responsibilities
For future comparisons
The main reason for establishing a baseline is for benchmarking and for further comparisons.
27. The priority of an Incident refers to?
The impact and urgency created by the incident
The speed with which the Incident needs to be resolved
Resolve the incident in-time with the help of the assigned staff.
The path of an escalation to be followed to resolve the incident.
incident is an unplanned disturbance to IT service. A configuration
item which has not impacted a service is also known as an incident. The
priority is determined based on the impact and urgency created by the
28. What are the service portfolio components within service Lifecycle?
Requirements Portfolio and Service Catalogue
Service Knowledge Management System and Service Catalogue
Service Knowledge Management System and Requirements Portfolio
Requirements Portfolio and Configuration Management System
service portfolio has three components in service lifecycle. Service
catalogue, service pipeline and requirements portfolio are the
29. The BEST definition of an event is?
Detect, understand the event and initiate an appropriate control action.
The event can implement and monitor tools
The activities of the technical staff are controlled by the event.
The event can successfully deliver services by checking the uptime of infrastructure devices
event is described as a deviation in the normal behavior of any system,
environment, process, workflow or a person which requires appropriate
30. What does the Service V model represent?
Service management projects are successfully completed with this strategy
A road to accomplish efficient and effective resource utilization for Service Delivery and Service Support
The testing and configuration levels needed to deliver a Service Capability
The perception of the customer and the service user about the business perspective
The V model service is a new concept that defines, designs build and tests a service package.