[Q163-Q186] Real Exam Questions ITIL Dumps Exam Questions in here [Dec-2025]

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Real Exam Questions ITIL Dumps Exam Questions in here [Dec-2025]

Get Latest Dec-2025 Conduct effective penetration tests using ITIL

NEW QUESTION 163
Which practices is MOST associate with the use of empathy to understand users?

Service desk

Continual improvement

Service level management

Change enablement

NEW QUESTION 164
Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual Cis
4.Approving finance for the purchase of software to support service asset and configuration management

1, 2 and 3 only

All of the above

1, 2 and 4 only

3 and 4 only

NEW QUESTION 165
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

Return On Investment (ROI), Value On Investment (VOI), quality

Strategic, tactical and operational

Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

Technology, process and service

NEW QUESTION 166
Which statement isCORRECT?

A function is a set of responsibilities allocated to a service manager

A process is a team or group of people and the tools they use to perform one or more activities

A function is a set of specialised organisational capabilities

A process is a structured set of activities designed to accomplish a specific objective

NEW QUESTION 167
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

An agreement with an individual customer group, covering all the services that they use

An agreement that covers one service for a single customer

An agreement that covers service specific issues in a multi-level SLA structure

An agreement that covers one service for all customers of that service

NEW QUESTION 168
Which of the following are benefits to the business of implementing Service Transition?
1.Ability to adapt quickly to new requirements
2.Reduced cost to design new services
3.Improved success in implementing changes

1 and 2 only

2 and 3 only

1 and 3 only

None of the above

NEW QUESTION 169
Which is theBESTdefinition of a supplier?

It is a third party responsible for supplying goods or services that are required to deliver IT services

It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services

It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement

It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

NEW QUESTION 170
Order the following continual service improvement (CSI) implementation steps into the correct
sequence in alignment with the plan, Do, Check, Act (PDCA) model.
-Allocate roles and responsibilities to work on CSI initiatives.
-Measure and review that the CSI plan is executed and its objectives are being achieved.
-Identify the scope, objectives and requirements for CSI.
-Decision on implementation of further enhancement.

3-1-2-4

3-4-2-1

1-3-2-4

2-3-4-1

NEW QUESTION 171
What type of change is MOST likely to be managed as a service request?

A standard change

A normal change

An emergency change

An organizational change

NEW QUESTION 172
Which is an important principle of communication in service operation?

Information should always be communicated

It has an intended purpose or a resultant action
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Meetings are always the best method of communication

It is stored in the configuration management system

NEW QUESTION 173
Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Local

Centralized

Outsourced

Virtual

NEW QUESTION 174
Which of the following are included within Release and Deployment Models?
-Roles and responsibilities -Template release and deployment -Supporting systems, tools and procedures. -Handover activities and responsibilities

1, 2 and 3 only.

2, 3 and 4 only.

All of the above

1 and 4 only.

NEW QUESTION 175
What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes

Value

Utility

Warranty

NEW QUESTION 176
Which of the following is NOT an objective of Continual Service Improvement?

Review and analyze Service Level Achievement results

Identify activities to improve the efficiency of service management processes

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

Conduct activities to deliver and manage services at agreed levels to business users

NEW QUESTION 177
In terms of adding value to the business, which one of the following describes service operation s contribution?

The cost of the service is designed, predicted and validated

Measures for optimization are identified

Service value is modeled

Service value is visible to customers

NEW QUESTION 178
Which one of the following are the two primary elements that create value for customers?

Value on investment (VOI) and return on investment (ROI)

Customer and user satisfaction

Service requirements and warranty

Resources andcapabilities

NEW QUESTION 179
What are the categories of event described in the UIL service operation book?

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

NEW QUESTION 180
In service design, which term describes services, technologies and tools?

People

Partners

Products

Processes

NEW QUESTION 181
Howis a service delivered between departmentsofsame organizationclassified?

Internal Service

External Service

Mission Critical service

Organizational service.

NEW QUESTION 182
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Service desk

Service request management

Service level management

Service configuration management

NEW QUESTION 183
What is the purpose of the ‘incident management’ practice?

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To capture demand for incident resolution and service requests

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To support the agreed service quality by effective handling of all agreed user-initiated service requests

NEW QUESTION 184
Which of the following activities is be performed by access management?

Providing physical security for staff data centers and other buildings

Managing access to computer rooms and other secure locations

Managing access to the service desk

Managing the rights to use a service or group of services

NEW QUESTION 185
What is the objective of Access Management?

To provide security staff for Data Centers and other buildings

To manage accessto computer rooms and other secure locations

To manage access to the Service Desk

To manage the right to use a service or group of services

NEW QUESTION 186
Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A standard change

A change model

An emergency change

A normal change

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[Q163-Q186] Real Exam Questions ITIL Dumps Exam Questions in here [Dec-2025]

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