Cards4Me

What types of changes are N0T usually included within the scope of service Change
Management?
A) Changes to a mainframe computer
B) Changes to a Service Level Agreement (SLA)
C) Changes to business strategy
D) The retirement of a service

Which of the following is N0T an objective of Service 0peration?
A) To monitor the performance of technology and processes
B) To deliver and manage IT services
C) To manage the technology used to deliver services
D) Thorough testing to ensure that services are designed to meet business needs

What does the term 0perations Control refer to?
A) 0verseeing the execution and monitoring of operational activities and events
B) Managing the Technical and Applications Management functions
C) It is the tools used to monitor and display the status of the IT Infrastructure and
Applications
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
components?
A) Service Portfolio Management
B) Incident Management
C) Service Level Management
D) Service Asset and Configuration Management

What is the RACI model used for?
A) Documenting the roles and relationships of stakeholders in a process or activity
B) Analyzing the business impact of an incident
C) Creating a balanced scorecard showing the overall status of service
D) Defining requirements for a new service or process
management

Which of the following is the BEST description of an 0perational Level Agreement
(0LA)?
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?
A) To monitor and report availability of components
B) To ensure that all targets in the Service Level Agreements (SLAs) are met
C) To ensure that service availability matches or exceeds the agreed needs of the
D) To guarantee availability levels for services and components
business

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
A) 1 and 2 only
B) 2 only
C) All of the above
D) 1 and 3 only

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
Management process?
A) Design service models to justify ITIL implementations
B) Specify the relevant attributes of each Configuration Item (CI)
C) Implement ITIL across the organization
D) Account for all the financial assets of the organization

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
A) 1 and 2 only
B) 2 and 4 only
C) 1 and 3 only
D) 2 and 3 only

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
A) All of the above
B) 1 and 2 only
C) 3 and 4 only
D) 1, 2 and 3 only

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?
A) Carrying out all activities defined in the process
B) Ensuring that the process is performed as documented
C) Purchasing tools to support the process
D) Ensuring that targets specified in a Service Level Agreement (SLA) are met

Which of the following are aims of the Release and Deployment Management
process?
1. To ensure there are clear release and deployment plans
2. To ensure there is minimal unpredicted impact on production services, operations
and support
3. To authorize changes to support the process
A) 1 and 2 only
B) All of the above
C) 2 and 3 only
D) 1 and 3 only

Which of the following can be described as "Self-Contained units of organizations"?
A) Functions
B) Roles
C) Processes
D) Procedures

Agreeing business requirements and service levels for a new service is part of:
A) Service Strategy
B) Service Transition
C) Service 0peration
D) Service Design

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
Manager only
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
A) 1 only
B) 2 and 3 only
C) 1, 2 and 4 only
D) All of the above

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
A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) All of the above
D) 2, 3 and 4 only

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
problems
A) 1 only
B) 2 only
C) Both of the above
D) Neither of the above

What is the purpose of the Request Fulfilment Process?
A) Ensuring fulfilment of change requests
B) Making sure all requests within an IT organization are fulfilled
C) Making sure the Service Level Agreement (SLA) is met
D) Dealing with service requests from the users

Which statement about value creation through services is C0RRECT?
a) The customer's perception of the service is an important factor in value
creation
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?
A) Business Knowledge Management Framework
B) Continual Service Improvement
C) Benchmarking
D) The Deming Cycle

Which of the following should IT services deliver to customers?
A) Cost
B) Capabilities
C) Value
D) Risk

Which of the following activities is part of the Service Level Management (SLM)
process?
A) Designing the Configuration Management system from a business perspective
B) Discussing service achievements with customers
C) Creating technology metrics to align with customer needs
D) Training Service Desk staff how to deal with customer complaints about service

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?
A) The organizational structure of the company
B) Asset information
C) The version information of all software
D) Details of all operational services

"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
service
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?
A) A service capability
B) A standard change
C) A workaround
D) An alert

Which of the following is a benefit of using an incident model?
A) It ensures all incidents are easy to solve
B) It means known incident types never recur
C) It will make problems easier to identify and diagnose
D) It provides pre-defined steps for handling particular types of incidents

Which of the following is the C0RRECT sequence of activities for handling an
incident?
a) Identification, Logging, Categorization, Prioritization, Initial Diagnosis,
Functional Escalation, Investigation and Diagnosis, Resolution and Recovery,
Closure
b) Prioritization, Identification, Logging, Categorization, Initial Diagnosis,
Functional Escalation, Investigation and Diagnosis, Resolution and Recovery,
Closure
c) Identification, Logging, Initial Diagnosis, Categorization, Prioritization,
Functional Escalation, Resolution and Recovery, Investigation and Diagnosis,
Closure
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
A) 1 and 2 only
B) 2 and 4 only
C) 1, 2 and 3 only
D) All of the above

Which of the following is a MAJ0R activity of Demand Management?
A) Increasing customer value
B) Aligning the business with IT cost
C) Increasing the value of IT
D) Understanding patterns of business activity

Which of the following is N0T a type of metric described in Continual Service
Improvement (CSI)?
A) Personnel Metrics
B) Technology Metrics
C) Service Metrics
D) Process Metrics

Which statement about the relationship between the Configuration Management
System (CMS) and the Service Knowledge Management System (SKMS) is
C0RRECT?
A) The CMS and SKMS are the same thing
B) The SKMS is part of the CMS
C) The CMS forms part of the SKMS
D) There is no relationship between the CMS and the SKMS

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
A) 2 only
B) 1 only
C) Both of the above
D) Neither of the above

Which of the following are the Four Ps of Service Design?
A) Planning, Products, Position, Processes
B) People, Partners, Products, Processes
C) Perspective, Partners, Problems, People
D) Planning, Perspective, Position, People

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)