Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
What is a RACI model used for?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
uestion>
A. Defining roles and responsibilities
Which of the following statements is INCORRECT?
Databases (CMDB)
D. The SKMS can include user skill levels
A. The SKMS is part of the Configuration Management System (CMS)
The group that authorizes changes that must be installed faster than the normal process is called
the?
C. Emergency CAB (ECAB)
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Design
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 minimise 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 minimise 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
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
Which of the following statements is INCORRECT?
D. The SKMS is part of the Configuration Management System (CMS)
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
D. Resources and Capabilities
Which of the following is NOT one of the five individual aspects of Service Design?
B. The design of Market Spaces
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that information within the Service Pipeline is accurate
D. Ensuring that information within the Service Pipeline is accurate
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Supplier Manager
A plan for managing the end of a supplier contract should be created when?
C. The contract is being negotiated
Which of the following sentences BEST describes a Standard Change?
C. A pre-authorised change that has an accepted and established procedure
Which of the following sentences BEST describes a Standard Change?
A. A pre-authorised change that has an accepted and established procedure
The BEST description of the purpose of Service Operation is?
A. To deliver and support IT Services at agreed levels to business users and customers
1.The only phase of the Service Management: Lifecycle where value can be mesured is Service Operation
2.All the phases of the lifecycle are concerned with the value of IT service
Which of the statements is CORRECT for every process?
A. 1 only
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
skilltominimise the cost of training them
B. 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
C. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training requirements
are low and this helps to minimise salaries
C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
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)?
D. All of the above
Effective release and deployment management enables the service provider to add value to the business by?
B. Delivering change, faster and at optimum cost and minimized risk
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 singlePlan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan andDo,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
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did
we get there?"
D. Service Operation
Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing the service so it can meet the targets
3. Ensuring all needed contracts and agreements are in place
A. 1 and 3 only
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 Manager
B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager;Configuration Analyst;Configuration control board; CMS/tools Administrator
In many organisations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Which of the following statements is CORRECT?
A. The KEDB and the CMS form part of the larger SKMS
The MAIN purpose of the Service Portfolio is to describe services in terms of?
C. Business Value
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
C. Whether to buy an application or build it
What is the entry point or the first level of the V model?
D. Customer / Business Needs
What is the entry point or the first level of the V model?
D. Customer / Business Needs
Service Acceptance criteria are used to?
A. Ensure delivery and support of a service
Contracts relating to an outsourced Data Centre would be managed by?
D. Facilities Management
Which of the following are Service Desk organisational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
C. 1, 2 and 4 only
"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?
B. Functions and Processes
Which of the following is NOT a valid objective of Request Fulfilment?
A. To update the Service Catalogue with services that may be requested through the Service Desk
Effective release and deployment management enables the service provider to add value to the business by?
D. Delivering change, faster and at optimum cost and minimized risk
Which process is responsible for discussing reports with customers showing whether services have met their targets?
C. Service Level Management
What are the three Service Provider business models?
B. Internal Service provider, External Service provider, Shared Service Provider
Which of the following CANNOT be stored and managed by a tool?
C. Wisdom
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Requestfulfilment
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
C. 2 only
The BEST description of the purpose of Service Operation is?
B. To deliver and support IT Services at agreed levels to business users and customers
Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimised
B. Standardised methods and procedures are used for efficient and prompt handling of all
Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration
Management system
C. All budgets and expenditures are accounted for
How does Problem Management work with Change Management?
C. By issuing RFCs for permanent solutions
Which of the following statements is CORRECT?
D. The KEDB and the CMS form part of the larger SKMS
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
B. Demand Management
Which is NOT a purpose of Service Transition?
D. Provide training and certification in project management.
Which of the following is the BEST definition of an Incident?
A. Loss of ability to operate to specification, or to deliver the required output
B. A change of state which has significance for the management of a Configuration Item or IT
Service
C. A warning that a threshold has been reached, something has changed, or a failure has
occurred
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
The BEST description of the guidance provided by Service Design is?
D. The design and development of services and service management processes
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 andDo,then Check and Act should be carried out multiple times
to implement Continual Improvement
C. The entire cycle should be repeated multiple times to implement Continual Improvement
D. There should be a singlePlan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. The entire cycle should be repeated multiple times to implement Continual Improvement
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Requestfulfilment
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Intervene
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
A. Vision and Strategy, Tactical Goals and Operational Goals
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
B. 1 only
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
D. Resources and Capabilities
Which of the following sentences BEST describes a Standard Change?
A. A pre-authorised change that has an accepted and established procedure
What is the definition of an Alert?
A. A warning that a threshold has been reached or that something has changed
Which of the following would NOT be a task carried out by the Request Fulfilment process?
A. The sourcing and delivering of the components of requested standard services (e.g. licenses
and software media)
B. Provision of a channel for users to request and receive standard services for which a predefined
approval and qualification process exists
C. Provision of information used to compare actual performance against design standards
D. Provision of information to users and customers about the availability of services and the
procedure for obtaining them
C. Provision of information used to compare actual performance against design standards
The group that authorizes changes that must be installed faster than the normal process is called the?
C. Emergency CAB (ECAB)
Which of the following CANNOT be stored and managed by a tool?
C. Wisdom
Which of the following is NOT a characteristic of a process?
B. A method of structuring an organization
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
C. Supplier Manager
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
C. Ensuring that information in the Service Catalogue is accurate
D. Ensuring that information within the Service Pipeline is accurate
D. Ensuring that information within the Service Pipeline is accurate
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. Service metrics measure the end to end service; Technology metrics measure individual components
The term 'Service Management' is best used to describe?
A. Units oforganisations with roles to perform certain activities
B. A set of specialized organizational capabilities for providing value to customers in the form of
services
C. The management of functions withinanorganisation to perform certain activities
D. A setofspecialised organisational capabilities for providing functions to customers in the form of
services
B. A set of specialized organizational capabilities for providing value to customers in the form of services
Which of the following is the BEST definition of an Incident?
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
B. TheRequestFulfilment Process Owner
Which Service Design process makes the most use of data supplied by Demand Management?
A. Capacity Management
Which of the following statements is CORRECT?
B. The KEDB and the CMS form part of the larger SKMS
The group that authorizes changes that must be installed faster than the normal process is called
the?
B. Emergency CAB (ECAB)
What is a RACI model used for?
D. Defining roles and responsibilities
Which of the following statements about processes is INCORRECT?
A. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
Which of the following sentences BEST describes a Standard Change?
C. A pre-authorised change that has an accepted and established procedure
What are the three Service Provider business models?
D. Internal Service provider, External Service provider, Shared Service Provider
Which of the following statements about processes is INCORRECT?
D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
A Service Level Agreement is?
B. An agreement between the Service Provider and their customer
One of the five major aspects of Service Design is the design of the service solutions. It includes?
B. Requirements, resources and capabilities needed and agreed
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
C. TheRequestFulfilment Process Owner
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
C. Produce and maintain all necessary Service Transition packages
Which is the correct combination of Service Management terms across the Lifecycle?
1. Service Portfolio design
2. Value Creation Trhough Service
3. Service V model
4. Plan Do Check Act Model
A. 1C, 2B, 3A, 4D
B. 1A, 2B, 3C, 4D
C. 1C, 2D, 3A, 4B
D. 1B, 2C, 3D, 4A
A. 1C, 2B, 3A, 4D
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?
B. Extreme internal focus
Which is the first step in the 7 Step Improvement Process?
C. Define what you should measure
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce and maintain all necessary Service Transition packages
B. 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 organisation
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
A. Produce and maintain all necessary Service Transition packages
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
D. Service Design
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
B. TheRequestFulfilment Process Owner
Which Service Design process makes the most use of data supplied by Demand Management?
A. Capacity Management
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure electronic library that contains all copies of softwareandlicences
C. A secure library where definitiveauthorised versions of all software and back-ups are stored and
protected
D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are
stored and protected
D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
The BEST description of the purpose of Service Operation is?
D. To deliver and support IT Services at agreed levels to business users and customers
Which of the following is NOT an aim of the Change Management process?
C. All budgets and expenditures are accounted for
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
What is a RACI model used for?
B. Defining roles and responsibilities
Which is the first step in the 7 Step Improvement Process?
B. Define what you should measure
What is the definition of an Alert?
D. A warning that a threshold has been reached or that something has changed
Which one of the following statements about Incident reporting and logging is correct?
A. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk
activity
B. Incidents reported by technical staff must be logged as problems because technical staff
manage infrastructure devices not services
C. Incident can only be reported by users, since they are only the only people who know when a
service has been disrupted
D. Incidents can be reported by anyone who detects a disruptions or potential disruption to normal
service. This includes technical staff
B. Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Intervene
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome
be in terms of responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
C. There is only likely to be a positive outcome from improved stability - the customers must be
made fully aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may sufferandcustomers needs may not be met within business timescales
D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales
Which of the following CANNOT be stored and managed by a tool?
C. Wisdom
Major Incidents require?
C. Separate procedures
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of Market Spaces
Which of the following is NOT an objective of Problem Management?
B. Restoring normal service operation as quickly as possible and minimizing adverse impact on the business
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library wheredefinitiveauthorised versions of all software and back-ups are stored and
protected
C. A secure electronic library that contains all copies of softwareandlicences
D. A secure library where definitive authorised versions of all media Configuration Items (CIs) are
stored and protected
D. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
Which of the following BEST describes a 'Major Incident'?
C. An Incident which has a high impact on the business
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 organiation
B. Take the overall Service Strategies and ensure they are reflected 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
C. Produce and maintain all necessary Service Transition packages
Contracts relating to an outsourced Data Centre would be managed by?
B. Facilities Management
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
C. Excessive focus on cost
Which of the following is NOT a valid objective of Request Fulfilment?
B. To update the Service Catalogue with services that may be requested through the Service Desk
What is the definition of an Alert?
D. A warning that a threshold has been reached or that something has changed
"Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of
the following?
D. Functions and Processes
Which process is responsible for discussing reports with customers showing whether services have met their targets?
B. Service Level Management
Which of the following statements about processes is INCORRECT?
D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
How is the Service Catalogue used to add value to the service provider organization?
D. Providing a central source of information on the IT services delivered
Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
B. Performance Management
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Manage Incidents effectively through 1st, 2nd and 3rd line
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
D. Whether to buy an application or build it
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)?
C. All of the above
Removing or restricting rights to use an IT Service is the responsibility of which process?
B. Access Management
Which of the following is NOT a characteristic of a process?
A. Delivers specific results
B. A method of structuring an organization C. Responds to specific events
D. It is measurable
B. A method of structuring an organization
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
D. Resources and Capabilities
Staff in an IT department areexperts in managing specific technology, but none of them know what
services are offered to the business. What imbalance does this represent?
D. Extreme internal focus
Which of the following is NOT a characteristic of a process?
D. A method of structuring an organization
Which Function would provide staff to monitor events in a Network Operations Centre?
B. IT Operations Management
Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of Service Level Agreements.
Which of the following areas would not be supported by a Service Design tool?
C. Process design
Which of the following is concerned with fairness and transparency?
B. Service Level Management
Which Function would provide staff to monitor events in an Operations Bridge?
A. Technical Management
Who is responsible for defining Key Performance Indicators for Change Management?
B. The Service Owner
The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:
D. An SLA is legally binding, an OLA is a best efforts agreement
Which of the following is one of the primary objectives of Service Strategy?
C. To provide detailed specifications for the design of IT services
Which of the following best describes a Service Request?
C. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
Which of the following are the main objectives of incident Management? Select all that apply
C. To minimize adverse impacts on business operations
What are the categories of event described in the ITIL Service Operation book?
A. Informational, Warning, Exception
Which processes review Underpinning Contracts on a regular basis?
C. Supplier Management and Service Level Management
Which process is responsible for managing relationships with vendors?
D. Supplier Management
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
B. Continual Service Improvement
Which process is responsible for low risk, frequently occurring, low cost changes?
D. RequestFulfilment
Within Service Design, what is the key output handed over to Service Transition?
B. Service Design Package
Which of the following is NOT an objective of Continual Service Improvement?
A. Conduct activities to deliver and manage services at agreed levels to business users
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
C. Both of the above
Access Management is closely related to which other processes?
A. Information Security Management and Availability Management
Which process will regularly analyze incident data to identify discernable trends?
C. Problem Management
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
C. Corporate, Customer, Service
Which of these is the correct set of steps for the Continual Service Improvement Model?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly imlemented;Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
B. 4 Plan, 3 Do, 1 Check, 2 Act
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround
has been found. Is this a valid approach?
B. Yes
Which of the following is NOT a Service Desk type recognised in the Service Operation volume of
ITIL?
D. Holistic
Customer perceptions and business outcomes help to define what?
B. The value of a service
Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
D. Products
Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision?
A. Where do we want to be?
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
B. All of the above
In which of the following situations should a Problem Record be created?
A. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
D. Service Transition
Which of the following defines the level of protection in Information Security Management?
B. The Business
Which of these would fall outside the scope of a typical service change management process
B. A change to a business process that depends on IT Services
Hierarchic escalation is best described as?
satisfaction
D. Failing to meet the Incident resolution times specified in a Service Level Agreement
A. Notifying more senior levels of management about an Incident
Which of the following is NOT a valid objective of Problem Management?
B. To restore service to a user
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1. Progress
2. Effectiveness
3. Efficiency
4. ?
B. Compliance
The information that is passed to Service Transition to enable them to implement a new service is
called:
C. A Service Design Package
Which of the following can help determine the level of impact of a problem?
A. Configuration Management System (CMS)
You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?
D. Better balance of technical skills to support live services
Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT 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
What is the objective of Access Management?
B. To manage the right to use a service or group of services
Which of the following is NOT a benefit of using public frameworks and standards?
B. They are always free ensuring they can be implemented quickly
Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. The output from monitoring tools
D. All of the above
Which of the following is the BEST description of a relationship in Service Asset and Configuration
Management?
D. Describes how the Configuration Items (CIs) work together to deliver the services
"Planning and managing the resources required to deploy a release into production" is a purpose
of which part of the Service Lifecycle?
D. Service Transition
Which of the following statements about Service Asset and Configuration Management is/are
CORRECT?
1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time
2. Choosing the right CI level is a matter of achieving a balance between information availability
and the right level of control
C. Both of the above
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST
CORRECT?
A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
B. The Service Catalogue has information about all services; the Service Portfolio only has
information about services which are being considered for future development
C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment D. Service Catalogue and Service Portfolio are different names for the same thing
C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
Data used to support the capacity management process should be stored in:
D. A capacity management information system (CMIS)
A consultant has made two recommendations to you in a report:
1. To include legal terminology in your Service Level Agreements (SLAs)
2. It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?
D. Neither of the above
Availability Management is responsible for availability of the:
D. Services and Components
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
C. Service Operation
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
D. The ECAB will be used for emergency changes where there may not be time to call a full CAB
Which of the following statements is INCORRECT? The Service Owner:
A. Is responsible for the day-to-day monitoring and operation of the service they own
B. Is responsible for continual improvement and the management of change affecting the service
they own
C. Is a primary stakeholder in all of the underlying IT processes which support the service theyown
D. Is accountable for a specific service within an organization
A. Is responsible for the day-to-day monitoring and operation of the service they own
Which of these statements about Resources and Capabilities is CORRECT?
B. Resources and Capabilities are both types of Service Asset
The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?
C. Service Strategy
What guidance does ITIL give on the frequency of production of service reporting?
A. Service reporting intervals must be defined and agreed with the customers
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
B. IT Operations Management
Which of the following BEST describes the goal of Access Management?
C. Provides the rights for users to be able to use a service or group of services
Identity and Rights are two major concepts involved in which one of the following processes?
C. Access Management
A risk is:
B. Something that might happen
What are the publications that provide guidance specific to industry sectors and organization types
known as?
C. The ITIL Complementary Guidance
A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be
expected of them?
A. Be kept up to date on the progress of an activity
Which of the following statements correctly states the relationship between urgency, priority and
impact?
D. Priority should be based on impact and urgency
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 specified by Service Design and
that will accomplish the stakeholders requirements and deliver the intended objectives
B. To ensure that each Release package specified by Service Design consists of a set of related
assets and service components that are compatible with each other
C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified
and/or uninstalled or backed out if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives
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
Which statement about Service Level Agreements (SLAs) is CORRECT?
D. The wording must be clear and concise to allow no room for ambiguity
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
B. All of the above
What does a service always deliver to customers?
A. Value
Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design
C. 1, 2 and 3 only
Which of the following do Service Metrics measure?
C. The end to end service
Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?
B. An agreement that covers one service for all users of that service
Which of the following statements about processes is CORRECT?
1. A process is always organized around a set of objectives
2. A process should be documented
C. Both of the above
Which role is accountable for a specific service within an organization?
B. The Service Owner
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
B. 1 and 2 only
Which of the following is the BEST description of a centralised Service Desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk
locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
D. There is a single desk in one location serving the whole organization
What would be the next step in the Continual Service Improvement (CSI) Model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
B. How do we keep the momentum going?
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
C. Remediation Planning
Which of the following is NOT a purpose of Service Transition?
B. To provide training and certification in project management
Which of the following is NOT an objective of the Operations Management function?
D. First line Incident investigation and diagnosis logged by users
Which of these is the BEST description of a release unit?
A. The portion of a service or IT infrastructure that is normally released together
Which of the following BEST describes Technical Management?
A. A Function responsible 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 responsible for all staff within the technical support Function
D. A Function that includes the groups, departments or teamsthat provide technical expertise and
overal management of the IT Infrastructure
D. A Function that includes the groups, departments or teamsthat provide technical expertise and
overal management of the IT Infrastructure
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. 2, 3 and 4 only
Which of these is a reason for categorizing incidents?
A. To establish trends for use in Problem Management and other IT Service Management (ITSM)
activities
B. To ensure that the correct priority is assigned to the incident
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
A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
Which of the following activities are responsibilities of a Supplier Manager?
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
Who is responsible for ensuring that the Request Fulfilment process is being performed according
to the agreed and documented process?
D. The Process Owner
When should tests for a new service be designed?
A. At the same time as the service is designed
Defining the processes needed to operate a new service is part of:
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
A. Service Design: Design the processes
Reliability is a measure of:
D. How long a service or component can perform its function with out failing
What is most likely to cause a loss of faith in the Service Level Management process?
D. Inclusion of items in the SLA that cannot be effectively measured
Which Functions are included in IT Operations Management?
A. IT Operations Control and Facilities 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
What type of improvement should be achieved by using the Deming Cycle?
A. Rapid, one-off improvement
B. Return on investment within 12 months C. Quick wins
D. Steady, ongoing improvement
D. Steady, ongoing improvement
The MAIN objective of Service Level Management is:
A. To ensure that an agreed level of IT service is provided for all current IT services
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
B. Service Asset and Configuration Management
What is the Service Pipeline?
D. All services that are at a conceptual or development stage
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. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
A. The Service Knowledge Management System
Where should details of a Workaround always be documented?
B. The Problem Record
What are Request Models used for?
A. Capacity Management
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as
local or remote
D. Identifying frequently received user requests and defining how they should be handled
D. Identifying frequently received user requests and defining how they should be handled
Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?
A. The SLA covers one service, for all the customers of that service
In terms of adding value to the business, which of the following describes Service Operation's contribution?
C. Service value is actually seen by customers
A single Release unit, or a structured set of Release units can be defined within:
D. A Release Package
Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?
C. Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
Which of the following are types of communication you could expect the functions within Service
Operation to perform?
1. Communication between Data Centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
D. All of the above
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
C. Continual Service Improvement
Which statement BEST represents the guidance on incident logging?
C. All incidents must be fully logged
In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?
D. Service and process improvements
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
B. The Supplier Manager
Which of the following should NOT be a concern of Risk Management?
C. To ensure only the change requests with mitigated risks are approved for implementation
Which of the following is the CORRECT definition of a Release Unit?
D. The portion of a service or IT infrastructure that is normally released together
Which process lists "Understanding patterns of business activity" as a major role?
C. Demand Management
Which of the following statements is CORRECT?
C. Service owners are as important to service management as process owners
Where would you expect incident resolution targets to be documented?
A. A Service Level Agreement (SLA)
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
A. The utility of a service
What are the two major processes in Problem Management?
C. Proactive and Reactive
Which of the following BEST describes a Change Authority?
D. A role, person or a group of people that provides formal authorization for a particular type of change
Ensuring that the confidentiality, 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 Information Security Manager
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
B. Service Strategy
Identify the input to the Problem Management process
B. Incident Records
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
D. Early Life Support
The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?
B. Ensuring that the information within the Service Catalogue is adequately protected and backedup.
Customer perceptions and business outcomes help to define what?
A. The value of a service
Which process contains the Business, Service and Component sub-processes?
A. Capacity Management
Which of the following should be considered when designing measurement systems, methods and metrics?:
1. The services
2. The architectures
3. The configuration items
4. The processes
D. All of the above
Service Design emphasises the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?
B. People, Process, Products, Partners
With which process is Problem Management likely to share categorization and impact coding systems?
D. Incident Management
In which document would you expect to see an overview of actual service achievements against targets?
D. SLA Monitoring Chart (SLAM)
Which of the following statements is CORRECT?
D. The Configuration Management System is part of the Service Knowledge Management system
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The ITIL Complementary Guidance
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
Who owns the specific costs and risks associated with providing a service?
C. The Service Provider
Which of the following would a Major Problem Review examine?
1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
D. All of the above
What is the name of the area where the definitive authorised versions of all media Configuration Items(Cls) are stored and protected?
A. Definitive Media Library
Which of the following options is a hierarchy that is used in Knowledge Management?
D. Data - Information - Knowledge - Wisdom
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
C. Service Operation
Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics
D. All of the above
Which is the BEST definition of a Configuration Item (CI)?
C. An asset, service component or other item that is, or will be, under the control of Configuration Management
Which model delivers a view of the services, assets and infrastructure?
B. Configuration Model
The BEST processes to automate are those that are:
A. Simple and well understood
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
B. 1 and 2 only
What is the BEST description of an Operational Level Agreement (OLA)?
D. An agreement between the service provider and another part of the same organization
How many people should be accountable for a process as defined in the RACI model?
B. Only one - the process owner
Which of the following statements about processes is INCORRECT?
C. They are units of organizations designed to perform certain types of work
Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
D. 1, 2 and 4 only
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service
requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
C. All of the above
Which of the following is MOST concerned with the design of new or changed services?
C. Service Design
Which Problem Management activity helps to ensure that the true nature of the problem can be
easily traced and meaningful management information can be obtained?
D. Categorization
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
D. 1, 2 and 4 only
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A. Technology, process and service
Which of the following are the two primary elements that create value for customers?
D. Utility and Warranty
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
D. Do
A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required train
B. All of the above
In the phrase "People, Processes, Products and Partners". Products refers to:
A. Services, technology and tools
Service Transition contains detailed descriptions of which processes?
A. Change Management, Service Asset and Configuration Management, Release and Deployment
Management
B. Change Management, Capacity Management Event Management, Service Request
Management
C. Service Level Management, Service Portfolio Management, Service Asset and Configuration
Management
D. Service Asset and Configuration Management, Release and Deployment Management,
RequestFulfilment
A. Change Management, Service Asset and Configuration Management, Release and Deployment
Management
Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
C. People, Process, Products, Partners
Which of the following is the BEST definition of an Event?
D. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
Which process is responsible for sourcing and delivering components of requested standard services?
A. RequestFulfilment
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?