Which stage of the service lifecycle is MOST concerned with de ning policies and objectives?

A. Service design

B. Service transition

C. Continual service improvement

D. Service operation

Which of the following would be defined as part of every process?
(1) Roles
(2) Activities
(3) Functions
(4) Responsibilities

A. 1 and 3 only

B. All of the above

C. 2 and 4 only

D. 1, 2 and 4 only

What are the categories of event described in the ITIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

In which of the following situations should a Problem Record be created?

A. An event indicates that a redundant network segment has failed but it has not impacted any users

B. An Incident is passed to second-level support

C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents

D. Incident Management has found a workaround but needs some assistance in implementing it

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand management

B. Incident management

C. Release and deployment management

D. Request fulfillment

Which list includes information that would be collected when any incident is first logged?

A. Unique reference number, escalation activity, incident priority

B. Unique reference number, incident priority, description of symptoms

C. Escalation activity, closure category, resolution date and time

D. Closure category, description of symptoms, resolution date and time

A single Release unit, or a structured set of Release units can be defined within:

A. The RACI Model

B. A Release Package

C. A Request Model

D. The Plan, Do, Check, Act (PDCA) cycle

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. Outcome

B. Incident

C. Change

D. Problem
xplanation:
Explanation:

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A. Service Strategy

B. Continual Service Improvement

C. Service Operation

D. Service Design

Which one of the following is NOT an aim of the change management process?

A. To ensure the impact of changes are understood

B. To ensure that changes are recorded and evaluated

C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

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

Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

Which one of the following includes four stages called Plan, Do, Check and Act?

A. The Deming Cycle

B. The continual service improvement approach

C. The seven-step improvement process

D. The service lifecycle

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

A. Continual service improvement

B. Service operation

C. Service strategy

D. Service design

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

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only
eferences:
References:

Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?

A. Service-based SLA view

B. Wholesale customer view

C. Retail customer view

D. Supporting services view

Which one of the following do major incidents require?

A. Separate procedures

B. Less urgency

C. Longer timescales

D. Less documentation

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. Pro t

B. Preparation

C. Products

D. Potential

Which of the following is NOT a purpose of Service Transition?

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

B. To provide training and certi cation in project management

C. To provide quality knowledge of Change, Release and Deployment Management

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

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA

A. 1 only

B. 2only

C. Both of the above

D. Neither of the above

Ensuring that the con dentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A. The Service Level Manager

B. The configuration Manager

C. The Change Manager

D. The Information Security Manager

What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. A standard change

D. An ordinary change

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Which function or process would provide staff to monitor events in an operations bridge?

A. Technical management

B. IT operations management

C. Request fulfillment

D. Applications management

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?

A. A functional escalation

B. A service level escalation

C. An incident resolution

D. A hierarchic escalation

What is the primary focus of business capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

D. Future business requirements for IT services are quanti ed, designed, planned and implemented in a timely fashion D

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 process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A. Availability management

B. Capacity management

C. Business relationship management

D. Service catalogue management

Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?

A. Service and process improvement

B. Baseline assessments

C. Policy and governance review

D. Measurable targets

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

A. Service Operation

B. Service Strategy

C. Service Transition

D. Continual Service Improvement

Which of the following identifies the purpose of service transition planning and support?

A. Provide overall planning for service transitions and co-ordinate the resources they require

B. Ensure that all service transitions are properly authorized

C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D. To define testing scripts to ensure service transitions are unlikely to ever fail A

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 the following does the Availability Management process include?
(1) Ensuring services are able to meet availability targets
(2) Monitoring and reporting actual availability
(3) Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only

B. All of the above

C. 1 and 2 only

D. 1 and 3 only

Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Which processes ensure the targets in the underpinning contracts are appropriate?

A. Design coordination and service level management

B. Supplier management and service level management

C. Service level management and availability management

D. configuration management and service portfolio management

Which of these would fall outside the scope of a typical service change management process?

A. A change to a contract with a supplier

B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

C. An urgent need to replace a CPU to restore a service during an incident

D. A change to a business process that depends on IT Services

Which is the CORRECT list of metrics to support CSI activities?

A. Technology, customer and business

B. Business, service and technology

C. Customer, business and process

D. Process, technology and service

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

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Which process is responsible for ensuring that appropriate testing takes place?

A. Knowledge management

B. Release and deployment management

C. Service asset and configuration management

D. Service level management

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

The difference between service metrics and technology metrics is BEST described as?

A. Service metrics measure the end to end service; Technology metrics measure individual components

B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure A

Which of the following statement about the service owner is INCORRECT?

A. Carries out the day-to-day monitoring and operation of the service they own

B. Contributes to continual improvement affecting the service they own

C. Is a stakeholder in all of the IT processes which support the service they own

D. Is accountable for a specific service within an organization

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

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. None of the above

Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Which one of the following is the BEST description of a service level agreement (SLA)?

A. The part of a contract that speci es the responsibilities of each party

B. An agreement between the service provider and an internal organization

C. An agreement between a service provider and an external supplier

D. An agreement between the service provider and their customer

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A. Service level management

B. Financial management

C. Demand management

D. Risk management

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

Contracts relating to an outsourced Data Centre would be managed by?

A. Service Desk

B. IT Operations Control

C. Technical Management

D. Facilities Management