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 of the following is MOST concerned with the design of new or changed services?

A. Change management

B. Service transition

C. Service strategy

D. Service design

Which function is responsible for the closure of an incident record?

A. Event management

B. The service desk

C. Either the service desk or an appropriate third party engineer

D. Any appropriate function

Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management

A. All of the above

B. 3 and 4 only

C. 2 and 4 only

D. 2 only

Which is the BEST definition of a configuration Item (CI)?

A. An item of hardware or software registered in the asset database

B. A collection of information used to describe a hardware or software item

C. An asset, service component or other item that is, or will be, under the control of configuration Management

D. Information recorded by the Service Desk when an Incident is reported

Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Serviceability

B. Availability

C. Capacity

D. Continuity

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-Act

B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

D. The entire cycle should be repeated multiple times to implement Continual Improvement

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

Which groups of people would work according to an operational level agreement?

A. Business units

B. All stakeholders

C. External IT teams

D. Internal IT teams

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

Which of the following statements is CORRECT?
(1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the lifecycle are concerned with the value of IT services

A. Both of the above

B. Neither of the above

C. 2 only

D. 1 only

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

Which of the following BEST describes a problem?

A. An issue reported by a user

B. The cause of two or more incidents

C. A serious incident which has a critical impact to the business

D. The cause of one or more incidents

Which of the following BEST describes the purpose of access management?

A. To provide a channel for users to request and receive standard services

B. Provides the rights for users to be able to use a service or group of services

C. To prevent problems and resulting Incidents from happening

D. To detect security events and make sense of them

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

Who owns the specific costs and risks associated with providing a service?

A. The Service Provider

B. The Service Level Manager

C. The Customer

D. The Finance department

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

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 part of a configuration management system (CMS)?
1. configuration records
2. configuration management databases
3. Physical assets
4. Release plans

A. 1 and 2

B. 1 and 3

C. 2 and 4

D. 3 and 4

Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

A. Service portfolio management

B. Service level management

C. Service catalogue management

D. Service capacity management

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 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 role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner

B. The process owner

C. The service owner

D. The process manager

Which of the following is the BEST description of a Business Case?

A. A decision support and planning tool that projects the likely consequences of a business action

B. A portable device designed for the secure storage and transportation of important documents

C. A complaint by the business about a missed service level.

D. The terms and conditions in an IT outsource contract.

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. The change authorization board

B. The change advisory board

C. The change implementer

D. The change manager

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 is used to assess business demand for services?

A. Premium business assets

B. Patterns of business activity

C. Provider business assets

D. Predicted business architecture

Which reason describes why ITIL is so successful?

A. The five ITIL volumes are concise

B. It is not tied to any particular vendor platform

C. It tells service providers exactly how to be successful

D. It is designed to be used to manage projects

Which of the following is NOT an objective of the Operations Management function?

A. Swift application of skills to diagnose any IT Operations failures that occur

B. Regular scrutiny and improvements to achieve improved service at reduced costs

C. First line Incident investigation and diagnosis logged by users

D. Maintenance of status quo to achieve stability of day to day processes and activities C

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services

C. Supporting services

D. Customer services

Access management is responsible for implementing policies defined in which process?

A. Service portfolio management

B. Information security management

C. Change management

D. Problem management

IT Service Continuity strategy should be based on:
(1) Design of the service technology
(2) Business continuity strategy
(3) Business Impact Analysis
(4) Risk assessment

A. 1, 2 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. 1, 3 and 4 only

Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A. The ITIL Complementary Guidance

B. The Service Support book

C. Pocket Guides

D. The Service Strategy book

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. 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

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

Which one of the following statements is CORRECT?

A. The configuration management system is part of the known error database

B. The service knowledge management system is part of the configuration management system

C. The configuration management system is part of the service knowledge management system

D. The configuration management system is part of the configuration management database C

Which one of the following can help determine the level of impact of a problem?

A. De nitive media library (DML)

B. configuration management system (CMS)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. Creating a baseline

D. De ning measurable targets

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 of the following is NOT part of the Service Design phase of the Service Lifecycle?

A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

B. Take the overall Service Strategies and ensure they are re ected in the Service Design process and the service designs that are produced

C. Produce and maintain all necessary Service Transition packages

D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. A standard change

D. An ordinary change

Which of the following statements is CORRECT?

A. IT Service Continuity Management can only take place once Business Continuity Management has been established

B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

C. Business Continuity Management and IT Service Continuity Management must be established at the same time

D. IT Service Continuity Management is not required when IT is outsourced to a third party provider B

Which of the following BEST describes technical management?

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure D

Can service operation improve efficiency in the business operation by automating common routines?

A. No, automating common routines improves effectiveness but not efficiency

B. Yes, through automating common routines and introducing the service knowledge management System (SKMS)

C. Yes, through automating common routines, more productive work can be carried out

D. No, automating common routines only results in preventing common problems

What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

A. The complete collection of all data and data repositories in the organization

B. The knowledge to manage organization processes and people

C. The complete collection of all process management structures in the organization

D. The contextual awareness to provide strong common sense judgement

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

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

A. The Service Desk Manager

B. The Service Manager

C. The Request fulfillment Process Manager

D. The Request fulfillment Process Owner

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