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 phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

A. Service Design

B. Service Strategy

C. Service Operation

D. Continual Service Improvement

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

A. Standards

B. Technology

C. Academic research

D. Internal experience

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. Service level management

B. Problem management

C. Change management

D. Event management

Which statement BEST describes the purpose of release and deployment management?

A. To deliver the functionality required by the business while protecting the integrity of existing services

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

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 of the following is a responsibility of Supplier Management?

A. Development, negotiation and agreement of contracts.

B. Development, negotiation and agreement of Organizational Level Agreements

C. Development, negotiation and agreement of Service Level Agreements.

D. Development, negotiation and agreement of Service Portfolio

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

A. Service operation

B. Service transition

C. Continual service improvement

D. Service strategy

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

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 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

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

What is a change of state that has signi cance for the management of a configuration item (CI) called?

A. An event

B. A baseline

C. A change to a service level agreement

D. A request for change (RFC)

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A. Availability management

B. Capacity management

C. Design coordination

D. Release management

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

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 of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

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 process lists "Understanding patterns of business activity" as a major role?

A. Demand Management

B. Supplier Management

C. Service Desk

D. Request fulfillment

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

Which of the following areas would not be supported by a Service Design tool?

A. Software design

B. Process design

C. Environment design

D. Strategy design

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A. Local

B. Centralized

C. Outsourced

D. Virtual

Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?

A. Service strategy

B. Service design

C. Service transition

D. Service operation

Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience

A. 1 only

B. 2 only

C. Both of the above

D. None of the above

Which of the following is the BEST reason for categorizing incidents?

A. To establish trends for use in problem management and other IT service management (ITSM) activities

B. To ensure service levels are met and breaches of agreements are avoided

C. To enable the incident management database to be partitioned for greater efficiency

D. To identify whether the user is entitled to log an incident for this particular service

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A. Functions and Processes

B. Markets and Customers

C. Applications and Infrastructure

D. People, products and technology

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

Which of the following is one of the primary objectives of Service Strategy?

A. To design and build processes that will meet business needs

B. To provide detailed specifications for the design of IT services

C. To transform Service Management into a strategic asset

D. To underscore the importance of services in the global economy

Where are the details of core and enhancing services provided?

A. The de nitive media library

B. The configuration management system

C. The service portfolio

D. The service catalogue

What BEST defines roles and responsibilities in relation to process and activities?

A. Human resource model

B. configuration baseline

C. Service model

D. RACI matrix

What is the definition of an Alert?

A. An error message to the user of an application

B. A warning that a threshold has been reached or that something has changed

C. A type of Incident

D. An audit report that indicates areas where IT is not performing according to agreed procedures

Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

A. 1, 2 and 4 only

B. 2, 3 and 4 only

C. 1, 3 and 4 only

D. 1, 2 and 3 only

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom – Information – Data – Knowledge

B. Data – Information – Knowledge – Wisdom

C. Knowledge – Wisdom – Information – Data

D. Information – Data – Knowledge – Wisdom

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. The service level management

B. The IT service continuity management

C. The service catalogue management

D. The supplier management

Which statement about metrics is CORRECT?

A. Process metrics can be used to measure end-to-end service performance

B. Technology metrics can be used to measure component performance and availability

C. Process metrics can be used to measure the utilization of a supplier’s network

D. Technology metrics can be used to determine the overall health of a process

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A. Extreme focus on cost

B. Extreme focus on responsiveness

C. Vendor focused

D. Extreme internal focus

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 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

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

Which of the following is the best definition of service management?

A. The ability to keep services highly available to meet the business needs

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. A complete set of all the documentation required to deliver world class services to customers

D. An internationally recognized methodology to provide valuable services to customers B

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

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:

Which one of the following functions would be responsible for the management of a data centre?

A. Technical management

B. Service desk

C. Application management

D. Facilities management

What 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 that will meet business needs

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

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

A. Service strategy

B. Service transition

C. Service operation

D. Continual service improvement

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

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 is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Technology, customer, user

B. Corporate, customer, service

C. Corporate, customer, technology

D. Service, user, IT

Which of the following identifies the purpose of design coordination?

A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle

B. Ensuring all service designs have availability designed into them

C. Designing of all the links between every service design process and all other processes in the service lifecycle

D. Control of all supplier relationships from design right through to the production environment