Question1: What should be documented as part of every process?
Question2: A known IT service stops performing during normal business hours, then the user of the IT service calls
the service desk.
What should the service desk open?
Question3: 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
Question4: Which one of the following is an objective of service catalogue management?
Question5: Which one of the following is the BEST definition of the term service management?
Question6: 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
Question7: Which process analyses services that are no longer viable and when they should be retired?
Question8: From the perspective of the service provider, what is the person or group who defines or and agrees their
service targets known as?
Question9: Availability management is directly responsible for the availability of which of the following?
Question10: Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Question11: Which of the following do Service Metrics measure?
Question12: Which process analyzes services that are no longer viable and determines when they should be retired?
Question13: Which of the following are basic concepts used in access management?
Question14: 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'?
Question15: Access management is responsible for executing the policies that are defined in which process?
Question16: 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?
Question17: Event management, problem management, access management and request fulfillment are part of which
stage of the service lifecycle?
Question18: 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
Question19: 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
Question20: Which function or process would provide staff to monitor events in an operations bridge?
Question21: What should a service design package (SDP) be produced for?
1. A standard change
2. A minor change to a service
3. Removal of a service
4. A major change to a service
Question22: Which statement BEST describes the value of service strategy to the business?
Question23: Which stage of the service lifecycle includes catalogue management, information security management,
and supplier management?
Question24: Which of the following is NOT one of the five individual aspects of service design?
Question25: In service design, which term describes services, technologies and tools?
Question26: What should a service always deliver to customers?
Question27: Which is NOT an objective of the change management process?
Question28: Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
Question29: How is the Service Catalogue used to add value to the service provider organization?
Question30: What BEST describes the value of service transition to the business?
Question31: 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
Question32: To add value to the business, what are the four reasons to monitor and measure?
Question33: Which is the correct explanation of the 'R' role in a RACI matrix?
Question34: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question35: What are sources of best practice?
Question36: When should tests for a new service be designed?
Question37: Which one of the following is NOT the responsibility of service catalogue management?
Question38: Which one of the following would NOT involve event management?
Question39: Which of the following is the BEST reason for categorizing incidents?
Question40: What is the name of the group that should review changes that must be implemented faster than the
normal change process?
Question41: Which process is responsible for low risk, frequently occurring, low cost changes?
Question42: What are customers of IT services who work in the same organization as the service provider known as?
Question43: Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
Question44: Which is a responsibility of a customer within the service level management process?
Question45: Which Service Design process makes the most use of data supplied by Demand Management?
Question46: Which is one of the five aspects of service design?
Question47: Which of the following would be carried out as part of a post-project benefits review?
Question48: Which describes a proactive trigger for problem management?
Question49: When should a known error be raised?
Question50: With which process is problem management likely to share categorization and impact coding systems?
Question51: Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
Question52: Which of the following is the BEST description of a Business Case?
Question53: Which stage of the service lifecycle includes the scope of service retirement and transfer of services
between service providers?
Question54: 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?
Question55: Which of these statements about Service Desk staff is CORRECT?
Question56: Effective release and deployment management enables the service provider to add value to the business
by?
Question57: What guidance does ITIL give on the frequency of production of service reporting?
Question58: Which term is used to describe the prediction and control of income and expenditure within an
organization?
Question59: Which of the following is NOT an example of Self-Help capabilities?
Question60: Which statement about metrics is CORRECT?
Question61: Which of the following identifies the purpose of design coordination?
Question62: 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
Question63: Which of the following statements is CORRECT?
Question64: What is a service delivered between two business units in the same organization known as?
Question65: Which of the following CANNOT be provided by a tool?
Question66: 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
Question67: What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
Question68: Which of the following is a responsibility of Supplier Management?
Question69: Which one of the following functions would be responsible for the management of a data centre?
Question70: Which of the following statements is CORRECT?
Question71: ITSM concepts are often described in the context of only one of these type.
Type I, type II and type III
Question72: Which one of the following statements BEST describes a definitive media library (DML)?
Question73: Which are the elements of process control?
Question74: Which statement about Service Asset and Configuration Management (SACM) is FALSE?
Question75: 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
Question76: Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Question77: Which three types of metric support Continual Service Improvement (CSI) activities?
Question78: 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:
Question79: Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance
Question80: Which process would you MOST expect to be involved in the management of Underpinning Contracts?
Question81: Which is the first step in the 7 Step Improvement Process?
Question82: 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?
Question83: What is NOT within the scope of service catalogue management?
Question84: In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
Question85: What is the BEST description of an operational level agreement (OLA)?
Question86: The goal of which process is: "To improve the quality of management decision making by ensuring that
reliable and secure information and data is available throughout the lifecycle"?
Question87: Which statement about internal customers is CORRECT?
Question88: Which of the following BEST describes a Change Authority?
Question89: 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
Question90: Which one of the following does service metrics measure?
Question91: Which of the following is NOT an objective of the Operations Management function?
Question92: Which of the following sentences BEST describes a Standard Change?
Question93: 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
Question94: Which is the CORRECT list of metrics to support CSI activities?
Question95: What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?
Question96: Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Question97: Which is an objective of the design coordination process?
Question98: What are customers of an IT service provider who purchase services in terms of a legally binding contract
known as?
Question99: Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Question100: 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
Question101: Which reason describes why ITIL is so successful?
Question102: Which of the following BEST describes a problem?
Question103: Which one of the following answers shows two of the activities relating to tools that will take place during
the transition stage of the service lifecycle?
Question104: Which of the following defines the level of protection in Information Security Management?
Question105: Which of the following is NOT an objective of request fulfillment?
Question106: From the perspective of the service provider, who is the person or group that agrees their service targets?
Question107: What would you call the groups of people who have an interest in the activities, targets, resources and
deliverables from service management?
Question108: Understanding what to measure and why it is being measured are key contributors to which part of the
Service Lifecycle?
Question109: Which process is responsible to provide and maintain accurate information on all services that are being
transitioned or have been transitioned to the live environment?
Question110: Which of the following is NOT an objective of Continual Service Improvement?
Question111: What is the definition of an Alert?
Question112: Which is an outcome of service design?
Question113: Which stage of the change management process deals with what should be done if the change is
unsuccessful?
Question114: Which of the following is concerned with fairness and transparency?
Question115: Which process is responsible for managing relationships with vendors?
Question116: Which one of the following is NOT an objective of problem management?
Question117: 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"?
Question118: Which of the following is NOT an objective of the operations management function?
Question119: Which statement about the 'four Ps" of service design is CORRECT?
Question120: In which document would you expect to see an overview of actual service achievements against targets?
Question121: Effective Service Transition can significantly improve a service provider's ability to handle high volumes of
what?
Question122: Service Acceptance criteria are used to?
Question123: How many people should be accountable for a process as defined in the RACI model?
Question124: 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
Question125: Which of the following is MOST concerned with the design of new or changed services?
Question126: Which one of the following statements about incident reporting and logging is CORRECT?
Question127: Which process would ensure that utility and warranty requirements are properly addressed in service
designs?
Question128: Which of the following is NOT a benefit of using public frameworks and standards?
Question129: Which one of the following is the BEST description of a service request?
Question130: Which of the following BEST describes the purpose of access management?
Question131: Which is an example of improving service utility using service management automation?
Question132: Which role is accountable for a specific service within an organization?
Question133: Which of the following processes contributes MOST to quantifying the financial value of IT services to the
business?
Question134: Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Question135: The experiences, ideas, insights and values of individuals are examples of which level of understanding
within knowledge management?
Question136: 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
Question137: Which process would maintain policies, standards and models for service transition activities and
processes?
Question138: Which is NOT an example of a pattern of business activity (PBA)?
Question139: Which part of ITIL provides guidance in adapting good practice for specific business environments and
organizational strategies?
Question140: Which is NOT a service desk type described in the ITIL service operation guidance?
Question141: What is IT Governance concerned with?
Question142: In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in
terms of responsiveness to customer needs?
Question143: Which process is responsible for controlling, recording and reporting on versions, attributes and
relationships relating to components of the IT infrastructure?
Question144: Which role is responsible for carrying out the activities of a process?
Question145: Which of the following is the BEST definition of an event?
Question146: Customer perceptions and business outcomes help lo define what?
Question147: Service transition contains detailed descriptions of which processes?
Question148: Access management is responsible for implementing policies defined in which process?
Question149: What are the two MAIN types of activity in problem management?
Question150: Which service transition process provides guidance about converting data into information?
Question151: Which of the following statements about the Service Portfolio and Service Catalogue is the MOST
CORRECT?
Question152: The BEST description of an incident is:
Question153: Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
Question154: Which of these would fall outside the scope of a typical service change management process?
Question155: Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Question156: 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
Question157: Which is the correct combination of items that makes up an IT service?
Question158: What must a service level agreement (SLA) define?
Question159: Which describes an interface of incident management with service level management?
Question160: 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?
Question161: Which of the following is the BEST description of a service-based service level agreement (SLA)?
Question162: The BEST processes to automate are those that are:
Question163: Which one of the following is concerned with policy and direction?
Question164: 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
Question165: Which of the following statements correctly states the relationship between urgency, priority and impact?
Question166: 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
Question167: 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?
Question168: Which of the following statements is INCORRECT?
Question169: Which of the following is the best definition of service management?
Question170: Which is responsible for the production of the service design package (SDP)?
Question171: What does the 'C' in 'RACI' refer to?
Question172: Which of the following statements BEST describes the aims of release and deployment management?
Question173: Which tool helps with defining accountability and responsibility within processes?
Question174: What are the categories of event described in the UIL service operation book?
Question175: Which of the following are aspects of Service Design?
(1) Architectures
(2) Technology
(3) Service Management processes
(4) Metrics
Question176: Where should all master copies of controlled software and documentation be stored?
Question177: Which of the following is an example of proactive problem management?
Question178: What is a change of state that has significance for the management of a configuration item (CI) called?
Question179: What is the Service Pipeline?
Question180: Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business
requirements?
Question181: 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
Question182: What is the name given to the individual assigned to carry out a risk response action or actions to respond
to a particular risk or set of risks?
Question183: What BEST describes the value of service operation to the business?
Question184: What is the BEST definition of a definitive media library?
Question185: Which document shows a detailed analysis of business impact and benefits?
Question186: Which of the following is NOT an aim of the Change Management process?
Question187: Which process is responsible for frequently occurring changes where risk and cost are low?
Question188: 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
Question189: What should the IT service continuity process primarily support?
Question190: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Question191: Why is ITIL successful?
Question192: Which one of the following can help determine the level of impact of a problem?
Question193: 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
Question194: Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Question195: What are underpinning contracts used to document?
Question196: Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Question197: 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?
Question198: Which of the following provides the PRIMARY source of guidance on what needs to be protected by
information security management?
Question199: Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Question200: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that
cannot be prevented?
Question201: Which statement about IT service-management is CORRECT?
Question202: 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?"
Question203: A Service Level Agreement is?
Question204: What body exists to support the authorization of changes and to assist change management in the
assessment and prioritization of changes?
Question205: Which statement about change management is CORRECT?
Question206: What are the categories of event described in the ITIL service operation book?
Question207: What three elements make up the Service Portfolio?
Question208: Identify the input to the Problem Management process.
Question209: 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
Question210: Which process is responsible for the availability, confidentiality and integrity of data?
Question211: Which statement about Business Cases is TRUE?
Question212: How does Problem Management work with Change Management?
Question213: Which one of the following activities does application management perform?
Question214: Which of the following statements about processes is INCORRECT?
Question215: A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be
expected of them?
Question216: What is the ITIL guidance relating to the closure of resolved incidents?
Question217: Which process is responsible for ensuring that appropriate testing takes place?
Question218: Which of the following is NOT defined as part of every process?
Question219: 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
Question220: Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Question221: In terms of adding value to the business, which one of the following describes service operation s
contribution?
Question222: Which of the following BEST describes technical management?
Question223: Which of the following would NOT be contained in a release policy?
Question224: What MAIN factors are considered to assess the priority of an incident?
Question225: Which one of the following is an objective of service transition?
Question226: The BEST description of the purpose of Service Operation is?
Question227: What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question228: What are the processes within Service Operation?
Question229: Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Question230: What should a release policy include?
Question231: Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
Question232: Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
Question233: The value created by a service is defined in terms of business outcomes, customer preferences, and
which other element?
Question234: Which process is responsible for sourcing and delivering components of requested standard services?
Question235: Which of the following statements about incident reporting and logging is CORRECT?
Question236: In the phrase "People, Processes, Products and Partners". Products refers to:
Question237: How are groups, teams, departments and divisions classified?
Question238: Which is NOT a sub-process of capacity management?
Question239: An incident is proving difficult to resolve. A technician informs their manager that more resource is needed
to restore the service.
What has taken place?
Question240: Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
Question241: Which statement BEST describes the value of the service transition stage to the business?
Question242: Which one of the following is the BEST description of a major incident?
Question243: What is the BEST description of a change proposal?
Question244: 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
Question245: What is the objective of Access Management?
Question246: Which CSI step would define metrics be appropriate for?
Question247: Where are the details of core and enhancing services provided?
Question248: 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?
Question249: 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
Question250: Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are
both elements of what larger entity?
Question251: Which statement BEST describes the purpose of release and deployment management?
Question252: What are the three service provider business models?
Question253: 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
Question254: What is the definition of a service improvement plan (SIP)?
Question255: Which process lists "Understanding patterns of business activity" as a major role?
Question256: What BEST describes the customers and users of an IT service provider?
Question257: 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
Question258: Which one of the following is the BEST description of a relationship in service asset and configuration
management?
Question259: The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is
that:
Question260: Which of the following provides resources to resolve operational and support issues during Release and
Deployment?
Question261: Which of the following describes risk proximity?
Question262: What BEST describes the value of service design to the business?
Question263: Identity and Rights are two major concepts involved in which one of the following processes?
Question264: The positive effect that customers perceive a service can have on their business outcomes is referred to
as what?
Question265: Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
Question266: Which one of the following statements is CORRECT?
Question267: What type of improvement should be achieved by using the Deming Cycle?
Question268: What BEST describes the purpose of analyzing risk?
Question269: Which process works with incident management to ensure that security breaches are detected and
logged?
Question270: Which statement about the known error database (KEDB) is CORRECT?
Question271: Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Question272: Which statement about services is CORRECT?
Question273: What BEST describes the value of continual service improvement to the business?
Question274: Which one of the following is the purpose of service level management?
Question275: Which of the following is the correct definition of an outcome?
Question276: Which process is used to compare the value that new services offer with the value of the services they
have replaced?
Question277: 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
Question278: Can service operation improve efficiency in the business operation by automating common routines?
Question279: 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. ?
Question280: What is the CORRECT definition of service management?
Question281: Which one of the following includes four stages called Plan, Do, Check and Act?
Question282: Which process is responsible for discussing reports with customers showing whether services have met
their targets?
Question283: 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?
Question284: Which of the following should NOT be a concern of Risk Management?
Question285: Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services
and service management processes?
Question286: Which of the following is NOT an objective of service transition?
Question287: In which core ITIL publication can you find detailed descriptions of service catalogue management,
information security management, and supplier management?
Question288: Which one of the following is NOT part of the service design stage of the service lifecycle?
Question289: Implementation of ITIL Service Management requires preparing and planning the effective and efficient
use of:
Question290: Which is an important principle of communication in service operation?
Question291: Application Management plays a role in all applications. One of the key decisions to which they contribute
is?
Question292: Which of the following could BEST be described as "A decision support and planning tool that projects the
likely consequences of a business action"?
Question293: Which one of the following is the BEST definition of reliability?
Question294: Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?
Question295: Which one of the following is NOT a characteristic of a process?
Question296: What service could include a differentiation as an "excitement factor"?
Question297: Which is a recommended response type to respond to either a threat or an opportunity?
Question298: Which of the following options is a hierarchy that is used in knowledge management?
Question299: Which one of the following activities is NOT part of the Deming Cycle?
Question300: What is a RACI model used for?
Question301: Which of the following models would be MOST useful in helping to define an organizational structure?
Question302: 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
Question303: Defining the processes needed to operate a new service is part of:
Question304: Which one of the following do technology metrics measure?
Question305: Which of the following form part of the five major aspects of service design?
1. Service solutions for new or changed services
2. Management policies and guidelines
3. Business and governance requirements
4. Technology architectures and management architectures
Question306: What does the continual service improvement (CSI) approach enable a business to achieve?
Question307: Which statement BEST describes the stakeholders in service management?
Question308: Which of the following combinations covers all the roles in Service Asset and Configuration Management?
Question309: Which statement should NOT be part of the value proposition for Service Design?
Question310: Which of the following statements is CORRECT?
Question311: Which of the following BEST describes service strategies value to the business?
Question312: 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
Question313: Which is NOT a purpose of a Product Description?
Question314: How should entries in the CSI register be categorized?
Question315: Which process would seek to understand levels of customer satisfaction and communicate what action
plans have been put in place to deal with dissatisfaction?
Question316: 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.
Question317: What type of services are NOT directly used by the business but are required by the service provider to
deliver customer facing services?
Question318: Which statement about stakeholders is TRUE?
Question319: Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
Question320: "Planning and managing the resources required to deploy a release into production" is a purpose of which
part of the Service Lifecycle?
Question321: The group that authorizes changes that must be installed faster than the normal process is called the?
Question322: Which of the following statements about processes is INCORRECT?
Question323: Which is an objective of access management?
Question324: Which one of the following provides the CORRECT list of processes within the service operation stage of
the service lifecycle?
Question325: What processes represent the scope of financial management for IT services?