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

A. Local

B. Centralized

C. Outsourced

D. Virtual

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

A. An initial baseline assessment

B. The production of a detailed CSI plan

C. Verifying that improvement targets have been achieved

D. Understanding priorities for improvement

What should the IT service continuity process primarily support?

A. Critical IT processes

B. All the services in the service portfolio

C. Business continuity strategy

D. Mission critical services at peak business periods

Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio?
(2) What services to offer and to whom?
(3) What are the Patterns of Business Activity (PBA)?

A. 3 only

B. 1 only

C. 2 only

D. All of the above

Which is NOT within the scope of service transition?

A. Managing major changes or new services into the operational environment.

B. De ning how the service provider will meet the customer’s required business outcomes.

C. Ensuring that emergency changes are assessed for impact before implementation.

D. Creating a logical model between the individual components and the overall service.

Which process would be used to compare the value that newer services have offered over those they have replaced?

A. Availability management

B. Capacity management

C. Service portfolio management

D. Service catalogue management

The remediation plan should be evaluated at what point in the change lifecycle?

A. Before the change is approved

B. Immediately after the change has failed and needs to be backed out

C. After implementation but before the post implementation review

D. After the post implementation review has identified a problem with the change

From the perspective of the service provider, who is the person or group that agrees their service targets?

A. The user

B. The customer

C. The supplier

D. The administrator

Which of the following are objectives of service level management?
1: De ning, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only

B. 1 and 2 only

C. 1, 2 and 4 only

D. All of the above

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The IT director

B. The process owner

C. The service owner

D. The customer

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 one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that service level agreements are maintained

C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

D. Ensuring that all operational services are recorded in the service catalogue B

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. Continual service improvement

B. Change management

C. Service level management

D. Availability management

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

A. Business relationship management

B. Service level management

C. Availability management

D. Change management

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

Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement

A. 1 Plan, 2 Do, 3 Check, 4 Act

B. 3 Plan, 2 Do, 4 Check, 1 Act

C. 4 Plan, 3 Do, 1 Check, 2 Act

D. 2 Plan, 3 Do, 4 Check, 1 Act

Which process is responsible for managing all service requests from users?

A. Change fulfillment

B. Incident management

C. Request fulfillment

D. Event management

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? (1) An internal service provider embedded within a business unit
(2) An internal service provider that provides shared IT services
(3) An external service provider

A. All of the above

B. 1 and 2 only

C. 1 and 3 only

D. 2 and 3 only

A Service Level Agreement is?

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

B. An agreement between the Service Provider and their customer

C. An agreement between a Service Provider and an external supplier

D. An agreement between the Service Provider and an internal organization

Which document shows a detailed analysis of business impact and benefits?

A. A return on investment

B. Service level requirements

C. A business case

D. A service level agreement

Which statement about the emergency change advisory board (ECAB) is CORRECT

A. The ECAB considers every high priority request for change (RFC)

B. Amongst the duties of the ECAB is the review of completed emergency changes

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. The ECAB will be chaired by the IT Director

What service could include a differentiation as an "excitement factor"?

A. A core service

B. An enabling service

C. A packaged service

D. An enhancing service

Which stage of the change management process deals with what should be done if the change is unsuccessful?

A. Remediation planning

B. Categorization

C. Prioritization

D. Review and close

Which one of the following activities does application management perform?

A. De ning where the vendor of an application should be located

B. Ensuring that the required functionality is available to achieve the required business outcome

C. Deciding who the vendor of the storage devices will be

D. Agreeing the service levels for the service supported by the application

What are customers of IT services who work in the same organization as the service provider known as?

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

configuration Management Databases (CMDBs) and the configuration Management System (CMS) are both elements of what larger entity?

A. The Asset Register

B. The Service Knowledge Management System

C. The Known Error Database

D. The Information Management System

Which one of the following statements BEST describes a de nitive media library (DML)?

A. A secure location where de nitive hardware spares are held

B. A secure library where de nitive authorized versions of all media configuration items (CIs) are stored and protected

C. A database that contains definitions of all media CIs

D. A secure library where de nitive authorized versions of all software and back-ups are stored and protected

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 statement about the service portfolio is TRUE?

A. The service portfolio includes ail services except those managed by third parties

B. It is an integral part of the service catalogue

C. It allows the organization unlimited resources when planning for new service deployments

D. It represents all resources presently engaged or being released in various stages of the service lifecycle D
eferences:
References:

Where would all the possible service improvement opportunities be recorded?

A. CSI register

B. Known error database

C. Capacity management information system

D. configuration management database

Who is responsible for de ning metrics for change management?

A. The change management process owner

B. The change advisory board (CAB)

C. The service owner

D. The continual service improvement manager

Which of the following are objectives of Supplier Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. None of the above

Which process is responsible for sourcing and delivering components of requested standard services?

A. Request fulfillment

B. Service portfolio management

C. Service desk

D. IT finance

Which is a definition of a risk cause?

A. The impact of a risk on the stage and project tolerance

B. The source of a risk

C. The overall effect of a risk on the Business Case

D. How likely a risk is to occur in a given project situation

What BEST describes the purpose of analyzing risk?

A. To assess impact and urgency

B. To assess impact and probability

C. To review remediation planning

D. To review transition planning

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

What is the primary focus of the business 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
References:

Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request

B. Reducing the time to compile service data

C. Monitoring service availability

D. Faster resource allocation

What is a characteristic of a process?

A. It requires a specific tool

B. It is performance driven and measurable

C. It provides generic technical skills and resources

D. It does not react to a specific trigger

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

Which is a responsibility of a customer within the service level management process?

A. Negotiate third party contracts

B. Measure service availability

C. Supply good or services

D. Agree Service level targets

Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider’s established policies and guidelines

B. A pre-authorized change that has an accepted and established procedure

C. A change that is made as the result of an audit

D. A change that correctly follows the required change process

What BEST describes an important principle of communication in service operation?

A. It is efficient, effective and economical for all IT services

B. It has an intended purpose or a resultant action

C. It focuses on creating a relationship between processes and products

D. It has responsibility for creating policies

Which of the following statements about processes is INCORRECT?

A. They are units of organizations designed to perform certain types of work

B. We must be able to measure them in a relevant manner

C. They deliver specific results

D. They respond to specific events

Which of the following correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other

B. Urgency should be based on impact and priority

C. Impact should be based on urgency and priority

D. Priority should be based on impact and urgency

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

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 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 is the correct combination of items that makes up an IT service?

A. Customers, providers and documents

B. Information technology, people and processes

C. Information technology, networks and people

D. People, processes and customers

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. Describes the topography of the hardware

B. Describes how the configuration items (CIs) work together to deliver the services

C. defines which software should be installed on a particular piece of hardware

D. defines how version numbers should be used in a release