Question1: 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
Question2: Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT 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
Question3: Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information
2) Contract description and scope
3) Responsibilities and dependencies
Question4: Where would you expect incident resolution targets to be documented?
Question5: Which of the following statements correctly states the relationship between urgency, priority and impact?
Question6: Which one of the following would NOT be defined as part of every process?
Question7: How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
Question8: Who owns the specific costs and risks associated with providing a service?
Question9: Which of the following would NOT be contained in a release policy?
Question10: The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
Question11: How is the Service Catalogue used to add value to the service provider organization?
Question12: Which is the correct combination of Service Management terms across the Lifecycle?
Question13: Which is the BEST definition of a Configuration Item (CI)?
Question14: Which one of the following statements is CORRECT?
Question15: A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Question16: Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
Question17: The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Question18: The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
Question19: Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
Question20: Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
Question21: Which of the following statements about processes is INCORRECT?
Question22: Which of the following combinations covers all the roles in Service Asset and Configuration Management?
Question23: Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Question24: Which process will regularly anal0yse incident data to identify discernible trends?
Question25: Which of the following are benefits to the business of implementing Service Transition?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
Question26: 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
Question27: Which process would you MOST expect to be involved in the management of Underpinning Contracts?
Question28: Which of the following options is a hierarchy that is used in knowledge management?
Question29: Availability Management is responsible for availability of the:
Question30: Which process will regularly analyze incident data to identify discernable trends?
Question31: Which one of the following functions would be responsible for the management of a data centre?
Question32: Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Question33: Which of the following is NOT an objective of service transition?
Question34: Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
Question35: Which process or function is responsible for the Definitive Media Library and Definitive Spares?
Question36: Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
Question37: What does a service always deliver to customers?
Question38: Which one of the following is it the responsibility of supplier management to negotiate and agree?
Question39: The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:
Question40: Which of the following activities is be performed by access management?
Question41: Which of the following defines the level of protection in Information Security Management?
Question42: Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?
Question43: The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Question44: 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
Question45: 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
Question46: Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Question47: Which Functions are included in IT operations management?
Question48: Which of the following is a responsibility of Supplier Management?
Question49: Which of the following statements about processes is INCORRECT?
Question50: Which model delivers a view of the services, assets and infrastructure?
Question51: Which of the following is the BEST definition of the term service management?
Question52: Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
Question53: Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
Question54: From the perspective of the service provider, who is the person or group that agrees their service targets?
Question55: Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Question56: Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
Question57: Which of the following is NOT the responsibility of Service Catalogue Management?
Question58: Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Question59: Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure.
Question60: What is the entry point or the first level of the V model?
Question61: What should a service always deliver to customers?
Question62: Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
Question63: Service Acceptance criteria are used to?
Question64: Which process is responsible for the availability, confidentiality and integrity of data?
Question65: Which of the following is NOT defined as part of every process?
Question66: 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
Question67: What are the categories of events described in the ITIL service operation book?
Question68: Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Question69: Major Incidents require:
Question70: Which one of the following is the BEST definition of reliability?
Question71: What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Question72: Which one of the following is the BEST description of a major incident?
Question73: Which function or process would provide staff to monitor events in an operations bridge?
Question74: Which of the following identifies the purpose of service transition planning and support?
Question75: Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Question76: How does Problem Management work with Change Management?
Question77: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Question78: Which process is responsible for providing the rights to use an IT service?
Question79: The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Question80: In which of the following should details of a workaround be documented?
Question81: Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Question82: In which of the following situations should a Problem Record be created?
Question83: Which of the following activities is NOT a part of the Derning Cycle?
Question84: Which statement should NOT be part of the value proposition for Service Design?
Question85: When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
Question86: Which one of the following does service metrics measure?
Question87: Which reason describes why ITIL is so successful?
Question88: Which one of the following activities would be performed by access management?
Question89: Which of the following is service transition planning and support NOT responsible for?
Question90: Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
Question91: Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Question92: Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
Question93: 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.
Question94: Which of the following is NOT an example of Self-Help capabilities?
Question95: Which is the correct definition of a customer facing service?
Question96: Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these
'Four Ps'?
Question97: 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
Question98: 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?
Question99: Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
Question100: Which of the following is MOST concerned with the design of new or changed services?
Question101: A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Question102: Which of the following is an enabler of best practice?
Question103: 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
Question104: When tan a known error record tie raised?
1. At any time when it would be useful to do so
2. After a workaround has been found
Question105: Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Question106: Which one of the following is NOT part of the service design stage of the service lifecycle?
Question107: Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Question108: Who is responsible for defining metrics for change management?
Question109: What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Question110: Which of the following is NOT a benefit of using public frameworks and standards?
Question111: 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
Question112: The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Question113: What are the two major processes in Problem Management?
Question114: Which two processes will contribute MOST to enabling effective problem detection?
Question115: Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Question116: Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Question117: Which Function would provide staff to monitor events in a Network Operations Centre?
Question118: Which one of the following can help determine the level of impact of a problem?
Question119: Which role is accountable for the operational management of a process?
Question120: One of the five major aspects of Service Design is the design of the service solutions. It includes?
Question121: Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
Question122: 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)?
Question123: Customer perceptions and business outcomes help to define what?
Question124: 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?
Question125: Why is it important for service providers to understand patterns of business activity (PBA)?
Question126: Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Question127: Which of the following statements is CORRECT?
Question128: The BEST processes to automate are those that are:
Question129: Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management
Question130: Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
Question131: Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
Question132: What is the name of the group that should review changes that must be implemented faster than the normal change process?
Question133: A plan for managing the end of a supplier contract should be created when?
Question134: Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Question135: Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
Question136: Which of the following is the BEST definition of a Risk?
Question137: Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
Question138: Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Question139: Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities
2) Template release and deployment
3) Supporting systems, tools and procedures.
4) Handover activities and responsibilities
Question140: Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties
Question141: Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Question142: Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
Question143: Which role is accountable for a specific service within an organization?
Question144: Which of these statements about resources and capabilities is CORRECT?
Question145: A Service Level Agreement is?
Question146: Which of the following is NOT an objective of Continual Service Improvement?
Question147: Identity and Rights are two major concepts involved in which one of the following processes?
Question148: Which process is responsible for discussing reports with customers showing whether services have met their targets?
Question149: Which of the following CANNOT be stored and managed by a tool?
Question150: What is the entry point or the first level of the V model?
Question151: Which of the following provides resources to resolve operational and support issues during Release and Deployment?
Question152: Which Function would provide staff to monitor events in an Operations Bridge?
Question153: Which one of the following activities is NOT part of the Deming Cycle?
Question154: Which of the following activities is NOT a part of the Deming Cycle?
Question155: Which of the following is one of the primary objectives of Service Strategy?
Question156: Which of the following are the two primary elements that create value for customers?
Question157: The BEST description of the purpose of Service Operation is?
Question158: Which process would be used to compare the value that newer services have offered over those they have replaced?
Question159: Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Question160: What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Question161: Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
Question162: What are Request Models used for?
Question163: Which of the following statements is INCORRECT?
Question164: Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
Question165: Which process is responsible for low risk, frequently occurring, low cost changes?
Question166: The remediation plan should be evaluated at what point in the change lifecycle?
Question167: Customer perceptions and business outcomes help lo define what?
Question168: Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?
Question169: Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
Question170: Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Question171: Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
Question172: In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Question173: The definitive media library is the responsibility of:
Question174: Which of the following is the goal or purpose of service level management?
Question175: 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
Question176: Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Question177: 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
Question178: 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?
Question179: Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Question180: What is the definition of an Alert?
Question181: 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?
Question182: Which one of the following statements about incident reporting and logging is CORRECT?
Question183: Which one of the following would NOT involve event management?
Question184: Which of the following CANNOT be provided by a tool?
Question185: Which one of the following is an objective of service transition?
Question186: In the phrase "People, Processes, Products and Partners". Products refers to:
Question187: What is the result of carrying out an activity, following a process or delivering an IT service known as?
Question188: 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
Question189: Which one of the following is the BEST description of a service request?
Question190: Which role is responsible for carrying out the activities of a process?
Question191: 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. ?
Question192: What do customer perceptions and business outcomes help to define?
Question193: With which process is problem management likely to share categorization and impact coding systems?
Question194: Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Question195: 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 fulfilment process
Question196: The BEST description of the guidance provided by Service Design is?
Question197: Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
Question198: 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
Question199: Which one of the following is NOT an aim of the change management process?
Question200: Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Question201: Which of the following CANNOT be stored and managed by a tool?
Question202: What is the Service Pipeline?
Question203: Which of the following statements describes the objectives of service asset and configuration management?
1. To identify, control, report and verify service assets and configuration items (CIs)
2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance
Question204: Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Question205: Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
Question206: Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
Question207: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Question208: Which of the following is the BEST description of a service-based service level agreement (SLA)?
Question209: The consideration of value creation is a principle of which stage of the service lifecycle?
Question210: Which of the following is NOT one of the five individual aspects of service design?
Question211: What is most likely to cause a loss of faith in the Service Level Management process?
Question212: What is the act of transforming resources and capabilities into valuable service better known as?
Question213: Which of the following are basic concepts used in access management?
Question214: What are the categories of event described in the ITIL service operation book?
Question215: What guidance does ITIL give on the frequency of production of service reporting?
Question216: What are the processes within Service Operation?
Question217: Contracts relating to an outsourced Data Centre would be managed by?
Question218: Which stage of the change management process deals with what should be done if the change is unsuccessful?
Question219: A single Release unit, or a structured set of Release units can be defined within:
Question220: Which one of the following do major incidents require?
Question221: Which one of the following do technology metrics measure?
Question222: Which one of the following is NOT an objective of problem management?
Question223: Which of the following is the BEST reason for categorizing incidents?
Question224: Within service design, what is the key output handed over to service transition?
Question225: The design of IT services requires the effective and efficient use of what?
Question226: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Question227: Which of the following is NOT a responsibility of service transition?
Question228: Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
Question229: 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?
Question230: Which of the following is NOT an objective of request fulfillment?
Question231: Which of the following sentences BEST describes a Standard Change?
Question232: What is the definition of an Alert?
Question233: Which one of the following is the purpose of service level management?
Question234: Which process includes business, service and component sub-processes?
Question235: Which of the following is the BEST definition of an event?
Question236: In terms of adding value to the business, which one of the following describes service operation s contribution?
Question237: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question238: Which of the following is an example of capabilities?
Question239: Which one of the following statements BEST describes a definitive media library (DML)?
Question240: What is the objective of Access Management?
Question241: 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
Question242: 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?
Question243: Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
Question244: Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Question245: Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"
Question246: What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Question247: Which of the following statements is CORRECT?
Question248: Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
Question249: What is the primary focus of the business management?
Question250: Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Question251: In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
Question252: Which of the following is the best definition of service management?
Question253: Which of the following BEST describes a problem?
Question254: Which process is responsible for ensuring that appropriate testing takes place?
Question255: 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?
Question256: Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
Question257: Which of the following do Technology metrics measure?
Question258: What type of improvement should be achieved by using the Deming Cycle?
Question259: Which is the first step in the 7 Step Improvement Process?
Question260: Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
Question261: Which of the following statement about the service owner is INCORRECT?
Question262: Which one of the following is an objective of service catalogue management?
Question263: Which of the following is the BEST description of a Business Case?
Question264: Which of the following statements is CORRECT?
Question265: Which of the following BEST describes technical management?
Question266: What is the BEST description of an operational level agreement (OLA)?
Question267: Availability management is directly responsible for the availability of which of the following?
Question268: Which one of the following is NOT a characteristic of a process?
Question269: Which one of the following is NOT a valid purpose or objective of problem management?
Question270: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question271: Which of the following is an objective of service transition?
Question272: Which of these recommendations is good practice for Service Level Management?
1) Include legal terminology in Service Level Agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA
Question273: In which document would you expect to see an overview of actual service achievements against targets?
Question274: Which one of the following is the BEST description of a relationship in service asset and configuration management?
Question275: What are the publications that provide guidance specific to industry sectors and organization types known as?
Question276: Which one of the following are the two primary elements that create value for customers?
Question277: Which of the following is the BEST description of a centralized service desk?
Question278: Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management
Question279: What is IT Governance concerned with?
Question280: Which of the following is NOT an aim of the Change Management process?
Question281: Which one of the following is NOT the responsibility of service catalogue management?
Question282: Which two elements of financial management for IT services are mandatory?
Question283: What is the PRIMARY process for strategic communication with the service provider's customers?
Question284: Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Question285: A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Question286: Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Question287: Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
Question288: Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
1) Allocate roles and responsibilities to work on CSI initiatives.
2) Measure and review that the CSI plan is executed and its objectives are being achieved.
3) Identify the scope, objectives and requirements for CSI.
4) Decision on implementation of further enhancement.
Question289: Access Management is closely related to which other processes?
Question290: Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Question291: Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
Question292: The MAIN purpose of the Service Portfolio is to describe services in terms of?
Question293: A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
Question294: "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
Question295: Which process is responsible for frequently occurring changes where risk and cost are low?
Question296: Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
Question297: Which of the following is NOT a purpose of Service Transition?
Question298: 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
Question299: Which statement about the service portfolio is TRUE?
Question300: Which of these would fall outside the scope of a typical service change management process?
Question301: Which one of the following includes four stages called Plan, Do, Check and Act?
Question302: Which process is responsible for sourcing and delivering components of requested standard services?
Question303: Which one of the following is the BEST definition of an event?
Question304: Which process lists "Understanding patterns of business activity" as a major role?
Question305: Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
Question306: What is the definition of an Alert?
Question307: The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
Question308: In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Question309: What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Question310: Which of the following statements about processes is INCORRECT?
Question311: Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
Question312: Effective release and deployment management enables the service provider to add value to the business by?
Question313: Which of these is NOT a responsibility of Application Management?
Question314: Service transition contains detailed descriptions of which processes?
Question315: Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
Question316: Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Question317: Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Question318: Which of these statements about Service Desk staff is CORRECT?
Question319: 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?
Question320: Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
Question321: What is the primary focus of business capacity management?
Question322: Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
Question323: Which of the following is the BEST definition of an Incident?
Question324: To add value to the business, what are the four reasons to monitor and measure?
Question325: A configuration model can be used to help
1) Assess the impact and cause of incidents and problems
2) Assess the impact of proposed changes
3) Plan and design new or changed services
4) Plan technology refresh and software upgrades
Question326: 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
Question327: Which of these statements about Service Desk staff is CORRECT?
Question328: Which of the following would NOT be a task carried out by the Request Fulfillment process?
Question329: Which of the following models would be MOST useful in helping to define an organizational structure?
Question330: Defining the processes needed to operate a new service is part of:
Question331: Identify the input to the Problem Management process.
Question332: Which one of the following is an objective of release and deployment management?
Question333: Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Question334: Which process would maintain policies, standards and models for service transition activities and processes?
Question335: 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
Question336: Which one of the following is the BEST description of a service level agreement (SLA)?
Question337: Which is the first step in the 7 Step Improvement Process?
Question338: Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
Question339: Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
Question340: Where would all the possible service improvement opportunities be recorded?
Question341: Which of the following questions does the guidance in service strategy help to answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we create value for our customers?
Question342: Which one of the following activities does application management perform?
Question343: Access management is closely related to which other process?
Question344: At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Question345: Which core publication will you find detailed descriptions of service catalog management, information security and support management?
Question346: Which process is responsible for frequently occurring changes where risk and cost are low?
Question347: What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Question348: Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
Question349: Which of the following is NOT a valid objective of problem management?
Question350: 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?
Question351: Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Question352: Which of the following is NOT an objective of problem management?
Question353: What is a service delivered between two business units in the same organization known as?
Question354: Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Question355: Which of the following is an objective of business relationship management?
Question356: Which of the following is the best definition of IT service management?
Question357: 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:
Question358: Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?
Question359: Which process would you MOST expect to be involved in the management of underpinning contracts?
Question360: Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question361: What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question362: From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Question363: Which of the following areas would not be supported by a Service Design tool?
Question364: Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record
Question365: Which processes are responsible for the regular review of underpinning contracts?
Question366: Which of the following is the BEST definition of an Incident?
Question367: 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 customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Question368: Which of the following is concerned with fairness and transparency?
Question369: 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
Question370: What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Question371: Which of the following identifies the purpose of design coordination?
Question372: Which one of the following is the BEST definition of the term service management?
Question373: "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?
Question374: The difference between service metrics and technology metrics is BEST described as?
Question375: Hierarchic escalation is BEST described as?
Question376: 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?
Question377: 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. ?
Question378: Which of the following statements about incident reporting and logging is CORRECT?
Question379: 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
Question380: Which of the following is NOT a source of best practice?
Question381: Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
Question382: Which of the following is an example of self-help capabilities?
Question383: To add value to the business, what are the four reasons to monitor and measure?
Question384: Which of the following BEST describes the purpose of access management?
Question385: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question386: Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
Question387: How many people should be accountable for a process as defined in the RACI model?
Question388: Which of the following statements is INCORRECT?
Question389: Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Question390: What are underpinning contracts used to document?
Question391: What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
Question392: Which process is responsible for managing relationships with vendors?
Question393: Which of the following is the CORRECT definition of a Release Unit?
Question394: Remediation planning is BEST described in which of the following ways?
Question395: Which of the following statements BEST describes the aims of release and deployment management?
Question396: Which statement about Service Level Agreements (SLAs) is CORRECT?
Question397: Which one of the following is concerned with policy and direction?
Question398: Which one of the following generates demand for services?
Question399: 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
Question400: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question401: Which of the following should NOT be a concern of Risk Management?
Question402: Which statement about the emergency change advisory board (ECAB) is CORRECT?
Question403: Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
Question404: What are the categories of event described in the UIL service operation book?
Question405: What are the three service provider business models?
Question406: The BEST description of an incident is:
Question407: Which of the following is the correct definition of an outcome?
Question408: Removing or restricting rights to use an IT Service is the responsibility of which process?
Question409: Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome