1.Which of the following questions does guidance in Service Strategy help answer?
1:What services should we offer and to whom?
2:How do we differentiate ourselves from competing alternatives?
3:How do we truly create value for our customers?
A.1 only
B.2only C.3 only
D. Allof the above
Answer:D
2.Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B. Producequality, secure and resilient designs for new or improved services, technologyarchitecture, processes or measurement systems that meet all the agreed currentand future IT requirements of the organization
C. Takethe overall Service Strategies and ensure they are reflected in the ServiceDesign process and the service designs that are produced
D. Measuringthe effectiveness and efficiency of Service Design and the supporting processes
Answer:A
3.Which of the following are valid examples of business value measures?
1:Customer retention
2:Time to market
3:Service Architecture
4:Market share
A.1and 2 only
B.2and 4 only
C. Allof the above
D.1,2 and 4 only
Answer: D
4.Understanding customer usage of services and how this varies over time is partof which process?
A. ServicePortfolio Management
B. ServiceLevel Management
C. ComponentCapacity Management
D. DemandManagement
Answer:D
5.The MAIN objective of Service Level Management is:
A. Tocarry out the Service Operations activities needed to support current ITservices
B. Toensure that sufficient capacity is provided to deliver the agreed performanceof services
C.To create and populate a Service Catalogue
D. Toensure that an agreed level of IT service is provided for all current ITservices
Answer:D
6.Which of the following are responsibilities of a Service Level Manager?
1:Agreeing targets in Service Level Agreements (SLAs)
2:Designing technology architectures to support the service
3:Ensuring required contracts and agreements are in place
A. Allof the above
B.2and 3 only
C.1and 2 only
D.1and 3 only
Answer:D
7.Which of the following is a good metric for measuring the effectiveness ofService Level Management?
A.Customersatisfaction score
B.Averagenumber of daily Incidents managed by each service agent
C.Numberof services in the Service Portfolio
D.Numberof services deployed within agreed times
Answer: A
8.Major Incidents require:
A.Separateprocedures
B.Lessurgency
C.Longertimescales
D.Lessdocumentation
Answer:A
9.Which of the following should be done when closing an Incident?
1:Check the Incident categorization and correct it if necessary
2:Decide whether a Problem needs to be logged
A.1only
B.Bothof the above
C.2only
D.Noneof the above
Answer: B
10.Which of the following is NOT a valid objective of Request Fulfilment?
A.Toprovide information to users about what services are available and how torequest them
B.To update the Service Catalogue with services that may berequested through the Service Desk
C.Toprovide a channel for users to request and receive standard services
D.Tosource and deliver the components of standard services that have been requested
Answer:B
11.Which of the following would NOT be a task carried out by the RequestFulfilment process?
A.Thesourcing and delivering of the components of requested standard services (e.g.licenses and software media)
B.Provisionof a channel for users to request and receive standard services for which apre-defined approval and qualification process exists
C.Provisionof information to users and customers about the availability of services andthe procedure for obtaining them
D.Provisionof information used to compare actual performance against design standards
Answer:D
12.How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer:A
13.Which Functions are included in IT Operations Management?
A.NetworkManagement and Application Management
B.TechnicalManagement and Application Management
C.ITOperations Control and Facilities Management
D.FacilitiesManagement and Technical Management
Answer: C
14.The ITIL CORE publications are structured around the Service Lifecycle. Whichof the following statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.Itis also structured around the Service Lifecycle
B.Itprovides guidance to specific industry sectors and types of organization
C.Itconsists of five publications
D.Itprovides the guidance necessary for an integrated approach as required byISO/IEC 20000
Answer:B
15.Which of the following should be supported by technology?
1:Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3:Creation and use of diagnostic scripts
4: Visibility of overall IT Serviceperformance
A.2,3 and 4 only
B.1,2 and 3 only
C.1,3 and 4 only
D.Allof the above
Answer:D
16.Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer:C
17.The BEST Processes to automate are those that are:
A.Carriedout by Service Operations
B.Carriedout by lots of people
C.Criticalto the success of the business mission
D.Simpleand well understood
Answer:D
18.Which of the following areas would technology help to support during theService Operation phase of the Lifecycle?
1:Identifying configuration of user desktop PCs when Incidents are logged
2:Control of user desk-top PCs
3:Create and use diagnostic scripts
4:Dashboard type technology
A.1,2 and 3 only
B.Allof the above
C.1,3 and 4 only
D.2,3 and 4 only
Answer:B
19.Which of the following are the two primary elements that create value forcustomers?
A.Valueon Investment (VOI), Return on Investment (ROI)
B.Customerand User satisfaction
C.UnderstandingService Requirements and Warranty
D.Utilityand Warranty
Answer:D
20.What is the Service Pipeline?
A.Allservices that are at a conceptual or development stage, or are undergoingtesting
B.Allservices except those that have been retired
C.Allservices that are contained within the Service Level Agreement (SLA)
D.Allcomplex multi-user services
Answer:A
21.What are the types of activity within Demand Management?
A.Activitybased, Access Management
B.Activitybased, Business activity patterns and user profiles
C. Analyticalbased, Business activity patterns and user profiles
D. Analyticalbased, Shaping userbehavior
Answer:B
22.Which of the following is NOT a purpose of Service Transition?
A.Toensure that a service can be managed, operated and supported
B.Toprovide training and certification in project management
C.Toprovide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resourcerequirements to manage a Release
Answer:B
23.Which of the following statements BEST describes a Definitive Media Library(DML)?
A.Asecure location where definitive hardware spares are held
B.Asecure library where definitive authorised versions of all media ConfigurationItems (CIs) are stored and protected
C.A databasethat contains definitions of all media CIs
D.Asecure library where definitive authorised versions of all software andback-ups are stored and protected
Answer:B
24.One organisation provides and manages an entire business process or functionfor another organisation. This is know as:
A.BusinessProcess Management
B.BusinessFunction Outsourcing
C.BusinessProcess Outsourcing
D.KnowledgeProcess Outsourcing
Answer: C
25.Which Service Design process makes the most use of data supplied by DemandManagement?
A.ServiceCatalogue Management
B.ServiceLevel Management
C.ITService Continuity Management
D.CapacityManagement
Answer:D
26.What is the BEST description of the purpose of Service Operation?
A.Todecide how IT will engage with suppliers during the Service ManagementLifecycle
B.Toproactively prevent all outages to IT Services
C.Todesign and build processes that will meet business needs
D.Todeliver and manage IT Services at agreed levels to business users and customers
Answer:D
27.Availability Management is responsible for availability the of:
A.Servicesand Components
B.Servicesand Business Processes
C.Componentsand Business Processes
D.Services,Components and Business Processes
Answer: A
28.Which of the following is a sub-process of Capacity Management?
A.ComponentCapacity Management
B.ProcessCapacity Management
C.Technology Capacity Management
D.Capability Capacity Management
Answer:A
29.The group that authorises Changes that must be installed faster than the normalprocess is called the:
A.TechnicalManagement
B.EmergencyChange Advisory Board (ECAB)
C.UrgentChange Board (UCB)
D.UrgentChange Authority (UCA)
Answer: B
30.Which of the following statements BEST describes the aims of Release andDeployment Management?
A.Tobuild, test and deliver the capability to provide the services specified byService Design and that will accomplish the stakeholders requirements anddeliver the intended objectives
B.Toensure that each Release package specified by Service Design consists of a setof related assets and service components that are compatible with each other
C.Toensure that all Release and Deployment packages can be tracked, installed,tested, verified and/or uninstalled or backed out if appropriate
D.Torecord and manage deviations, risks and issues related to the new or changedservice
Answer:A
31.Which of the following is step 1 in the 7 Step Improvement Process?
A.Preparefor action
B.Definewhat you should measure
C.Whereare we now?
D.Identifygaps in Service Level Agreement (SLA) achievement
Answer: B
32.Which of the following is NOT a FUNCTION?
A.ApplicationManagement
B.ServiceDesk
C.IncidentManagement
D.TechnicalManagement
Answer:C
33. Whichof the following BEST describes a Service Desk?
A.Aprocess within Service Operation providing a single point of contact
B.A dedicated number of staff handling servicerequests
C.A dedicated number of staff answeringquestions from users
D.Adedicated number of staff handling Incidents and service requests
Answer: D
34.Which of these activities would you expect to be performed by a Service Desk?
1:Logging details of Incidents and service requests
2:Providing first-line investigation and diagnosis
3:Restoring service
4:Diagnosing the root-cause of problems
A.Allof the above
B.1,2 and 3 only
C.1,2 and 4 only
D.2,3 and 4 only
Answer: B
35.Which of the following functions would be responsible for management of a datacentre?
A.TechnicalManagement
B.ServiceDesk
C.ITOperations Control
D.FacilitiesManagement
Answer:D
36.Governance is concerned with:
A.Measuringand improving the efficiency and effectiveness of processes
B.Ensuringthat defined strategy is actually followed
C.Reducingthe total cost of providing services
D.Ensuring that agreed Service LevelRequirements are met
Answer:B
37. Arisk is:
A.Somethingthat won't happen
B.Somethingthat will happen
C.Something that has happened
D.Somethingthat might happen
Answer:D
38.Which of the following BEST describes when a Known Error record should beraised?
A.AKnown Error should not be raised until a temporary resolution or workaround hasbeen found
B.A Known Error should be raised at any time that it would be usefulto do so
C.Assoon as it becomes obvious that a quick resolution of the Problem will not befound
D.Immediately following the Problem resolution, so a permanent historicalrecord of all actions is retained in case of a recurrence
Answer:B
39.IT Operations Management have been asked by a customer to carry out anon-standard activity, that will cause them to miss an agreed service leveltarget. How should they respond?
A.Refusethe request because they must operate the service to meet the agreed servicelevels
B.Make a decision based on balancing stability and responsiveness
C.Acceptthe request as they must support customer business outcomes
D.Theyshould escalate this decision to Service Strategy
Answer: B
40.Which process is responsible for recording relationships between servicecomponents?
A.ServiceLevel Management
B.ServicePortfolio Management
C.ServiceAsset and Configuration Management
D.IncidentManagement
Answer:C
41. Asingle Release unit, or a structured set of Release units can be definedwithin:
A.TheRACI Model
B.ARelease Package
C.A Request Model
D.ThePlan, Do, Check, Act (PDCA) cycle
Answer:B
42.Which of the following might be used to define how a future Problem or Incidentcould be managed?
1:Incident Model
2:Known Error Record
A.1only
B.2only
C.Bothof the above
D.Neitherof the above
Answer: C
43.Which process is responsible for low risk, frequently occurring, low costchanges?
A.DemandManagement
B.IncidentManagement
C.Releaseand Deployment Management
D.RequestFulfilment
Answer:D
44.Which role is accountable for a specific service within an organisation?
A.TheService Level Manager
B.TheBusiness Relationship Manager
C.TheService Owner
D.TheService Continuity Manager
Answer:C
45.Which of the following is NOT an aim of the Change Management process?
A.Overallbusiness risk is optimised
B.Standardisedmethods and procedures are used for efficient and prompt handling of allChanges
C.All changes to Service Assets andConfiguration Items (CIs) are recorded in the Configuration Management System(CMS)
D.Allbudgets and expenditures are accounted for
Answer:D
46.Which of the following is NOT one of the five individual aspects of ServiceDesign?
A.Thedesign of the Service Portfolio, including the Service Catalogue
B.Thedesign of new or changed services
C.Thedesign of Market Spaces
D.Thedesign of the technology architecture and management systems
Answer:C
47.One of the five major aspects of Service Design is the design of servicesolutions. Which of the following does this include?
A.Onlycapabilities needed and agreed
B.Onlyresources and capabilities needed
C.Onlyrequirements needed and agreed
D.Requirements,resources and capabilities needed and agreed
Answer:D
48.Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B
49.What is a RACI model used for?
A.Performanceanalysis
B.RecordingConfiguration Items
C.Monitoring services
D.Definingroles and responsibilities
Answer:D
50.Which of the following models would be most useful in helping to define anorganisational structure?
A.RACIModel
B.ServiceModel
C.ContinualService Improvement (CSI) Model
D.Plan,Do, Check, Act (PDCA) Model
Answer: A
51.Which of the following is NOT the responsibility of the Service CatalogueManager?
A.Ensuringthat information in the Service Catalogue is accurate
B.Ensuringthat information within the Service Pipeline is accurate
C.Ensuringthat information in the Service Catalogue is consistent with information in theService Portfolio
D.Ensuring that all operational services arerecorded in the Service Catalogue
Answer:B
52.Which of the following delivery strategies is described as, "Formalarrangements between two or more organisations to work together to design, developtransition, maintain, operate and/or support IT services"?
A.Outsourcing
B.ApplicationService Provision
C.Multi-sourcing
D.KnowledgeProcess Outsourcing
Answer:C
53.To add value to the business, what are the four reasons to monitor and measure?
A.Validate;Direct; Justify; Intervene
B.Report;Manage; Improve; Extend
C.Manage;Monitor; Diagnose; Intervene
D.Plan;Predict; Report; Justify
Answer: A
54.Which of the following provides resources to resolve operational and supportissues during Release and Deployment?
A.EarlyLife Support
B.Service Test Manager
C.Evaluation
D.ReleasePackaging and Build Manager
Answer: A
55.What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer:C
56.Who owns the specific costs and risks associated with providing a service?
A.The Service Provider
B.TheService Level Manager
C.TheCustomer
D.Resources
Answer: A
57.Which stage of the Service Lifecycle is MOST concerned with defining policiesand objectives?
A.ServiceDesign
B.ServiceTransition
C.Service Strategy
D.Service Operation
Answer:C
58.Which of the following is MOST concerned with the design of new or changedservices?
A.ChangeManagement
B.ServiceTransition
C.Service Strategy
D.ServiceDesign
Answer: D
59.Which of the following are benefits that implementing Service Transition couldprovide to the business?
1:Ability to adapt quickly to new requirements
2:Reduced cost to design new services
3:Improved success in implementing changes
A.1and 2 only
B.2and 3 only
C.1and 3 only
D.Allthe above
Answer: C
60.Which of the following sentences BEST describes a Standard Change?
A.AChange to the service provider's established policies and guidelines
B.AChange that correctly follows the required Change process
C.Apre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of anaudit
Answer:C
61.Which of the following are activities that would be carried out by SupplierManagement?
1:Management and review of Organisational Level Agreements (OLAs)
2:Evaluation and selection of suppliers
3:Ongoing management of suppliers
A.1 and 2 only
B.1and 3 only
C.2and 3 only
D.Allof the above
Answer: C
62.Which stages of the Service Lifecycle does the 7 Step Improvement Process applyto?
A.ServiceOperation
B.ServiceTransition and Service Operation
C.ServiceDesign, Service Transition and Service Operation
D.ServiceStrategy, Service Design, Service Transition, Service Operation and Continual ServiceImprovement
Answer:D
63.Which of the following is the CORRECT description of the Seven R's of ChangeManagement?
A.A set of questions that should be asked tohelp understand the impact of Changes
B.A seven step process for releasing Changesinto production
C.Aset of questions that should be asked when reviewing the success of a recentChange
D.A definition of the roles andresponsibilities required for Change Management
Answer:A
64.Which of the following statements is CORRECT? An Event could be caused by:
1: Anexception to normal operation, such as a device exceeding a threshold or anunauthorized Configuration Item (CI) being detected on the network
2:Normal operation, such as a user logging into an application or an email reachingits intended recipient
A.2 only
B.1only
C.Bothof the above
D.Neitherof the above
Answer: C
65.Which of the following is the BEST definition of the term Service Management?
A.Aset of specialised organisational capabilities for providing value to customersin the form of services
B.Agroup of interacting, interrelated, or independent components that form aunified whole, operating together for a common purpose
C.Themanagement of functions within an organisation to perform certain activities
D.Unitsof organisations with roles to perform certain activities
Answer: A
66.Implementation of ITIL Service Management requires preparing and planning theeffective and efficient use of:
A.People, Process, Partners, Suppliers
B.People,Process, Products, Technology
C.People,Process, Products, Partners
D.People,Products, Technology, Partners
Answer:C
67."Service Management is a set of specialised organisational capabilitiesfor providing value to customers in the form of services".
Thesespecialised organisational capabilities include which of the following?
A.Applicationsand Infrastructure
B.Functionsand Processes
C.ServicePipeline and Service Catalogue
D.Marketsand Customers
Answer:B
68.The left-hand side of the Service V Model represents requirements andspecifications. What does the right-hand side of the Service V Model represent?
A.Validationand Testing
B.Thebusiness value that can be expected from a given service
C.Performanceand capacity requirements of services and IT infrastructure
D.Rolesand responsibilities required for an effective Service Managementimplementation
Answer:A
69.An IT department is under pressure to cut costs. As a result, the quality ofservices has started to suffer. What imbalance does this represent?
A.Extremefocus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer:A
70.What would be the next step in the Continual Service Improvement (CSI) Modelafter:
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: ?
A.Whatis the Return On Investment (ROI)?
B.Howmuch did it cost?
C.Howdo we keep the momentum going?
D.Whatis the Value On Investment (VOI)?
Answer: C
71.Order the following Continual Service Improvement (CSI) implementation stepsinto 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 beingachieved
3:Identify the scope, objectives and requirements for CSI
4:Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A
72.Which activities are carried out in the "Where do we want to be?"step of the Continual Service Improvement (CSI) Model?
A.Implementingservice and process improvements
B.Aligning the business and IT strategies
C.Creatinga baseline
D.Definingmeasurable targets
Answer:D
