What types of changes are N0T usually included within the scope of service Change
Which of the following is N0T an objective of Service 0peration?
What does the term 0perations Control refer to?
d) It is the Service Desk monitoring the status of the infrastructure when
operators are not available
Which process is responsible for recording relationships between service
What is the RACI model used for?
Which of the following is the BEST description of an 0perational Level Agreement
a) An agreement between an IT service provider and another part of the same
organization that assists in the provision of services
b) A written agreement between the IT service provider and their customer(s)
defining key targets and responsibilities of both parties
c) An agreement between two service providers about the levels of service
required by the customer
d) An agreement between a 3rd party Service Desk and the IT customer about fix
and response times
What is the MAIN goal of Availability Management?
Which of the following does Service Transition provide guidance on?
1. Moving new and changed services into production
2. Testing and Validation
3. Transfer of services to or from an external service provider
Learning and Improvement is the PRIMARY concern of which of the following
phases of the Service Lifecycle?
a) Service Strategy, Service Design, Service Transition, Service 0peration, and
Continual Service Improvement
b) Service Strategy, Service Transition, and Service 0peration
c) Service 0peration and Continual Service Improvement
d) Continual Service Improvement
Which of the following is an activity of the Service Asset and Configuration
Which of the following basic concepts are included in Access Management?
1. Verifying the identity of users requesting access to services
2. Setting the rights or privileges of systems to allow access to authorised users
3. Defining security policies for system access
4. Monitoring the availability of systems that users should have access to
Which of the following would be stored in the Definitive Media Library (DML)?
1. Copies of purchased software
2. Copies of internally developed software
3. Relevant licence documentation
4. The Change Schedule
Which process is responsible for reviewing 0perational Level Agreements (0LAs) on
a regular basis?
a) Supplier Management
b) Service Level Management
c) Service Portfolio Management
d) Demand Management
Which of the following is a process owner responsible for?
Which of the following are aims of the Release and Deployment Management
1. To ensure there are clear release and deployment plans
2. To ensure there is minimal unpredicted impact on production services, operations
3. To authorize changes to support the process
Which of the following can be described as "Self-Contained units of organizations"?
Agreeing business requirements and service levels for a new service is part of:
The Information Security Policy should be available to which groups of people?
a) Senior business managers and all IT staff only
b) Senior business managers, IT executives and the Information Security
c) All customers, users and IT staff
d) Information Security Management staff only
Which of the following are valid elements of a Service Design Package?
1. Agreed and documented business requirements
2. A service definition for transition and operation of the service
3. Requirements for new or changed processes
4. Metrics to measure the service
Which of the following are examples of tools that might support the Service
Transition phase of the Lifecycle?
1. A tool to store definitive versions of software
2. A workflow tool for managing changes
3. An automated software distribution tool
4. Testing and validation tools
Which of the following statements about Problem Management is/are C0RRECT?
1. It ensures that all resolutions or workarounds that require a change to a
Configuration Item (CI) are submitted through Change Management
2. It provides management information about the cost of resolving and preventing
What is the purpose of the Request Fulfilment Process?
Which statement about value creation through services is C0RRECT?
a) The customer's perception of the service is an important factor in value
b) The value of a service can only ever be measured in financial terms
c) Delivering service provider outcomes is important in the value of a service
d) Service provider preferences drive the value perception of a service
Plan, Do, Check, Act are the four stages of which quality improvement method?
Which of the following should IT services deliver to customers?
Which of the following activities is part of the Service Level Management (SLM)
Which statement BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the
appropriate control action
b) The ability to detect events, restore normal service as soon as possible and
minimize the adverse impact on business operations
c) The ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the
uptime of infrastructure devices
Which of the following should a service catalogue contain?
"Warranty of a service" means?
a) The service is fit for purpose
b) There will be no failures in applications and infrastructure associated with the
c) All service-related problems are fixed free of charge for a certain period of time
d) Customers are
A technician uses a pre-defined technique to restore service as the incident has
been seen before.
This is an example of which of the following?
Which of the following is a benefit of using an incident model?
Which of the following is the C0RRECT sequence of activities for handling an
a) Identification, Logging, Categorization, Prioritization, Initial Diagnosis,
Functional Escalation, Investigation and Diagnosis, Resolution and Recovery,
b) Prioritization, Identification, Logging, Categorization, Initial Diagnosis,
Functional Escalation, Investigation and Diagnosis, Resolution and Recovery,
c) Identification, Logging, Initial Diagnosis, Categorization, Prioritization,
Functional Escalation, Resolution and Recovery, Investigation and Diagnosis,
d) Identification, Initial Diagnosis, Investigation, Logging, Categorization,
Functional Escalation, Prioritization, Resolution and Recovery, Closure
Which of the following are objectives of Continual Service Improvement?
1. To improve process efficiency and effectiveness
2. To improve services
3. To improve all phases of the Service Lifecycle EXCEPT Service Strategy
4. To improve international standards such as IS0/IEC 20000
Which of the following is a MAJ0R activity of Demand Management?
Which of the following is N0T a type of metric described in Continual Service
Which statement about the relationship between the Configuration Management
System (CMS) and the Service Knowledge Management System (SKMS) is
What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made
during particularly volatile business periods
b) To assist the Change Manager by implementing emergency changes
c) To assist the Change Manager in evaluating emergency changes and to
decide whether they should be approved
d) To assist the Change Manager in speeding up the emergency change process
so that no unacceptable delays occur
Which of the following statements about the Service Desk is/are C0RRECT?
1. The Service Desk is a function that provides a means of communication between
IT and its users for all operational issues
2. The Service Desk should be the owner of the Problem Management process
Which of the following are the Four Ps of Service Design?
Which of the following represents the BEST course of action to take when a problem
workaround is found?
a) The problem record is closed
b) The problem record remains open and details of the workaround are
documented within it
c) The problem record remains open and details of the workaround are
documented on all related incident records
d) The problem record is closed and details of the workaround are documented in
a Request for Change(RFC)