ITIL Certification Exam Questions

Which of the following is NOT a stage in the ITIL service lifecycle?

1. a) Service Strategy
   b) Service Design
   c) Service Implementation
   d) Service Operation

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Rationale : The ITIL service lifecycle ITIL Certification Exam consists of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Service Implementation is not a recognized stage in the ITIL lifecycle.

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What is the primary objective of Incident Management?

1. a) To prevent problems and resulting incidents
   b) To restore normal service operation as quickly as possible
   c) To manage changes to the IT infrastructure
   d) To ensure the availability of IT services

Correct Answer : b) To restore normal service operation as quickly as possible

Rationale : The primary objective of Incident Management is to restore normal service operation as quickly as possible to minimize the impact on business operations.

Question 3:

Which process is responsible for ensuring that the organization is aware of new and changing technologies?

1. Change Management
   b) Knowledge Management
   c) Service Level Management
   d) Service Portfolio Management
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