Which one of the following is it the responsibility of supplier management to negotiate and agree?

A. Service level agreements (SLAs)

B. Third-party contracts

C. The service portfolio

D. Operational level agreements (OLAs)

Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services speci ed by service design

B. To ensure that each release package speci ed by service design consists of a set of related assets and service components

C. To ensure that all changes can be tracked, tested and verified if appropriate

D. To record and manage deviations, risks and issues related to the new or changed service A

Which of the following activities are helped by recording relationships between configuration Items (Cis)? (1) Assessing the impact and cause of Incidents and Problems
(2) Assessing the impact of proposed Changes
(3) Planning and designing a Change to an existing service
(4) Planning a technology refresh or software upgrade

A. 1 and 2 only

B. All of the above

C. 1, 2 and 4 only

D. 1, 3 and 4 only

Which is an example of how service automation assists service automation assists service management?

A. Customers can employ more sales staff during peak business periods

B. The capacity of services can be adjusted to respond to respond to variations in demand

C. Requests for new services can be authorized by anyone in service management

D. The capacity of the service desk can be reduced to prevent users contacting it at busy times

What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services

B. Customers design IT services; users test IT services

C. Customers sell IT services; users improve IT services

D. Customers agree the service levels; users buy IT services

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A. The Service Level Manager

B. The IT Service Continuity Manager

C. The Service Catalogue Manager

D. The Supplier Manager

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

A. an emergency change

B. an alert

C. an emergency event

D. a request for change

Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. Whether to buy an application or build it

B. Should application development be outsourced

C. Who the vendor of the storage devices will be

D. Where the vendor of an application is located

Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

A. External Customers

B. Suppliers

C. Operations

D. External Consultants

Which is the correct explanation of the `R' role in a RACI matrix?

A. This role ensures that activities are executed correctly

B. This role has ownership of the end result

C. This role is involved in providing knowledge and input

D. This role ensures the flow of information to stakeholders

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. Delivering change, faster and at optimum cost and minimized risk

D. Verifying the accuracy of all items in the configuration management database

Which is a supplier category?

A. Technical

B. Commodity

C. Customer

D. Resource

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A. Service transition planning and support

B. Design coordination

C. Service level management

D. Change management

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

Identity and Rights are two major concepts involved in which one of the following processes?

A. Access Management

B. Facilities Management

C. Event Management

D. Demand Management

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes which will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers D

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. configuration baseline

B. Project baseline

C. Change baseline

D. Asset baseline

Which statement BEST describes a service request?

A. A request from a customer for a new service

B. A generic description for the many types of request for change (RFC) that are received by the IT organization

C. A high priority RFC from a senior manager

D. A generic description for the many different types of demands that are placed upon the IT organization by the users D

Which are the elements of process control?

A. Inputs, outputs and triggers

B. Work instructions, procedures and roles

C. Resources, capabilities and metrics

D. Process owner, policy and objectives

Which statement about the `four Ps" of service design is CORRECT?

A. Processes refers to skills and training

B. Partners refers to suppliers and vendors

C. People refers to technology and tools

D. Products refers to procedures and metrics

Which of these is NOT a responsibility of Application Management?

A. Ensuring that the correct skills are available to manage the infrastructure

B. Providing guidance to IT Operations about how best to manage the application

C. Deciding whether to buy or build an application

D. Assisting in the design of the application

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

A. Business Objectives, IT Objectives, Process Metrics

B. Process Models, Goals and Objectives

C. Vision and Strategy, Tactical Goals and Operational Goals

D. Business and IT Strategy and Process definitions

What is the BEST description of an external customer?

A. Someone who works in the same organization but in a different business unit to the service provider

B. Anyone who gets charged for the delivered services

C. Customers who are not part of the same organization as the service provider

D. Customers for whom the cost of the service is the primary driver

Which of the following is NOT a source of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

Which is the BEST definition of a supplier?

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

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

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

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

What term describes assurance that a product or service will meet its agreed requirements?

A. Underpinning contract

B. Warranty

C. Service level agreement

D. Utility

Which process is responsible for the availability, con dentiality and integrity of data?

A. Service catalogue management

B. Service asset and configuration management

C. Change management

D. Information security management

Which one of the following activities is NOT part of the Deming Cycle?

A. Act

B. Plan

C. Do

D. Co-ordinate

What is an objective of event management?

A. To maintain user satisfaction with the quality of IT services

B. To detect changes of state that have signi cance for management of an IT service

C. To provide a channel for users to receive standard services that they are expecting

D. To minimize the impact of incidents due to service failures that cannot be prevented B

What is the BEST description of the CSI register?

A. It is a record of all authorized changes and their planned implementation dates

B. It is a record of proposed improvement opportunities and the benefits that will be achieved

C. It is a record of new services to be approved by a customer, including proposed implementation dates

D. It is a record of completed improvements and the relevant customer satisfaction metric B

What is the Service Pipeline?

A. All services that are at a conceptual or development stage

B. All services except those that have been retired

C. All services that are contained within the Service Level Agreement (SLA)

D. All complex multi-user services

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

A. Early Life Support

B. Service Test Manager

C. Evaluation

D. Release Packaging and Build Manager

Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

What BEST describes the value of service design to the business?

A. It supports the creation of a portfolio of quanti ed services

B. It reduces total cost of ownership (TCO) of services

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

Which statement about internal customers is CORRECT?

A. Services are provided to internal customers under contractual agreements

B. Internal customers have different organizational objectives from their service provider

C. Agreed levels of service are not as important to internal customers

D. Internal customers are part of the same organization as the service provider

Understanding the level of risk during and after change and providing con dence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

A. Service Transition

B. Risk Management

C. IT Service Continuity Management

D. Availability Management

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
(1) Risk assessment
(2) Testing of resilience mechanisms
(3) Monitoring of component availability

A. All of the above

B. 1 and 2 only

C. 1 and 3 only

D. 2 and 3 only

When tan a known error record tie raised?
(1) At any time when it would be useful to do so
(2) After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

Which two elements of financial management for IT services are mandatory?

A. Budgeting and charging

B. Accounting and charging

C. Budgeting and accounting

D. Costing and charging

Which of the following combinations covers all the roles in Service Asset and configuration Management?

A. configuration Administrator/Librarian; configuration Manager; Service Desk Manager; configuration Analyst; CMS/tools Administrator

B. configuration Administrator/Librarian; Service Asset Manager; configuration Manager; configuration Analyst; configuration control board; CMS/tools Administrator

C. configuration Manager; configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. configuration Administrator/Librarian; configuration Manager; configuration Analyst; configuration control board; CMS/tools Administrator; Financial Asset

What should a release policy include?

A. Roles and responsibilities across all the service transition processes

B. Roles and responsibilities for updating the configuration management database (CMDB)

C. Criteria and authorization to exit early life support and handover to the service operation function

D. How request for changes (RFCs) are approved for software releases in the IT production environment

Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

A. Testing the tool and training process managers on using the process

B. Development or purchase of tools and deployment of the tools

C. Training tool administrators how to manage tools and monitoring tool performance in operational environment

D. Development or purchase of tools and deployment of the process

Which of the following are included within Release and Deployment Models?
(1) Roles and responsibilities
(2) Template release and deployment
(3) Supporting systems, tools and procedures.
(4) Handover activities and responsibilities

A. 1, 2 and 3 only.

B. 2, 3 and 4 only.

C. All of the above

D. 1 and 4 only.

Which of the following are goals of Service Operation?
(1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business (2) The successful release of services into the live environment

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Which of the following is NOT an objective of service transition?

A. To ensure that a service can be operated, managed and supported

B. To provide training and certi cation in project management

C. To provide quality knowledge and information about services and service assets

D. To plan and manage the capacity and resource requirements to manage a release

Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metrics

B. Service design package

C. Service portfolio design

D. Process definitions

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A. Service Level Management

B. Change Management

C. Incident Management

D. Service Asset and configuration Management