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السؤال #1
Which of the following is NOT an objective of Continual Service Improvement?
A. Review and analyze Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
عرض الإجابة
اجابة صحيحة: B
السؤال #2
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
A. External Customers
B. Suppliers
C. Operations
D. External Consultants
عرض الإجابة
اجابة صحيحة: C
السؤال #3
Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the service desk can be logged
C. All incidents must be fully logged
D. The service desk decide which incidents to log
عرض الإجابة
اجابة صحيحة: B
السؤال #4
Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities
A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
عرض الإجابة
اجابة صحيحة: B
السؤال #5
Which of the following BEST describes a problem?
A. An issue reported by a user
B. The cause of two or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of one or more incidents
عرض الإجابة
اجابة صحيحة: C
السؤال #6
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
A. 1, 2 and 3 only
B. 2, 3 and 4 only
C. All of the above
D. 1 and 4 only
عرض الإجابة
اجابة صحيحة: D
السؤال #7
In which of the following should details of a workaround be documented?
A. In a service level agreement (SLA)
B. In a problem record
C. In the availability management information system
D. In the IT service plan
عرض الإجابة
اجابة صحيحة: A
السؤال #8
Which statement about services is CORRECT?
A. External services are provided to business units in the same organization
B. Internal services are provided by suppliers to the internal IT department
C. External services are delivered to external customers
D. Internal services are delivered to external customers
عرض الإجابة
اجابة صحيحة: A
السؤال #9
What is most likely to cause a loss of faith in the Service Level Management process?
A. Measurements that match the customer's perception of the service
B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
C. Inclusion of items in the SLA that cannot be effectively measured
D. Involving customers in drafting Service Level Requirements
عرض الإجابة
اجابة صحيحة: D
السؤال #10
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A. Availability Management
B. Demand Management
C. Financial Management
D. Service Level Management
عرض الإجابة
اجابة صحيحة: B
السؤال #11
Which is an objective of the design coordination process?
A. To ensure service design packages are handed over to service transition
B. To ensure that all changes are assessed for their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To handover new service level requirements to the service level management process
عرض الإجابة
اجابة صحيحة: D
السؤال #12
Which of the following are objectives of Supplier Management? 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
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #13
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?
A. Continual Service Improvement
B. Service TransitionC
D. Service Operation
عرض الإجابة
اجابة صحيحة: C
السؤال #14
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
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
عرض الإجابة
اجابة صحيحة: A
السؤال #15
What BEST describes the value of service operation to the business?
A. It supports the creation of a portfolio of quantified services
B. It ensures IT services are continuously aligned to business requirements
C. It defines the control of service assets and configurations
D. It reduces the duration and frequency of service outages
عرض الإجابة
اجابة صحيحة: A
السؤال #16
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management
عرض الإجابة
اجابة صحيحة: B
السؤال #17
Which of the following are CORRECT Service Design Aspects? 1. Service Solutions for new or changed services 2. Management policies and guidelines 3. Business requirements technology and management architectures 4. Process requirements technology and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: D
السؤال #18
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
عرض الإجابة
اجابة صحيحة: A
السؤال #19
Remediation planning is a key part of which process?
A. Capacity management
B. Change management
C. Financial management for IT services
D. Availability management
عرض الإجابة
اجابة صحيحة: C
السؤال #20
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
عرض الإجابة
اجابة صحيحة: D
السؤال #21
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Identity and Rights are two major concepts involved in which one of the following processes?
A. Access Management
B. Facilities Management
C. Event Management
D. Demand Management
عرض الإجابة
اجابة صحيحة: A
السؤال #23
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
A. Local
B. Centralized
C. Outsourced
D. Virtual
عرض الإجابة
اجابة صحيحة: D
السؤال #24
Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
عرض الإجابة
اجابة صحيحة: B
السؤال #25
Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data
عرض الإجابة
اجابة صحيحة: B
السؤال #26
Where are the details of core and enhancing services provided?
A. The definitive media library
B. The configuration management system
C. The service portfolio
D. The service catalogue
عرض الإجابة
اجابة صحيحة: B
السؤال #27
What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
B. Event Management, Incident Management
C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
عرض الإجابة
اجابة صحيحة: B
السؤال #28
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?
A. A problem record
B. A service request
C. An incident record
D. An emergency request
عرض الإجابة
اجابة صحيحة: A
السؤال #29
What are the three service provider business models?
A. Internal service provider, outsourced 3rd party and off-shore party
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit
عرض الإجابة
اجابة صحيحة: B
السؤال #30
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
عرض الإجابة
اجابة صحيحة: A
السؤال #31
Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users
عرض الإجابة
اجابة صحيحة: A
السؤال #32
Which is a reason why incident management interfaces with service level management?
A. To ensure that problem records are circulated to all customers
B. To ensure that the status of faulty configuration items (CI) is recorded
C. To ensure that incident resolution times are aligned with business needs
D. To ensure that incident workarounds are acceptable to the customers
عرض الإجابة
اجابة صحيحة: D
السؤال #33
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
عرض الإجابة
اجابة صحيحة: D
السؤال #34
Which statement BEST describes the value of service strategy to the business?
A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages
C. It reduces the duration and frequency of service outages
D. It enables the service provider to understand what levels of service will make their customers successful
عرض الإجابة
اجابة صحيحة: B
السؤال #35
What is the BEST description of an external customer?
A. Someone who works in the same organization but in a different business unit to the service provider
B. Anyone who gets charged for the delivered services
C. Customers who are not part of the same organization as the service provider
D. Customers for whom the cost of the service is the primary driver
عرض الإجابة
اجابة صحيحة: D
السؤال #36
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
A. Business capacity management
B. Supplier capacity management
C. Service capacity management
D. Component capacity management
عرض الإجابة
اجابة صحيحة: AD
السؤال #37
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?
A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
عرض الإجابة
اجابة صحيحة: D
السؤال #38
Which is an objective of the service design lifecycle stage?
A. To embed continual service improvement (CSI) in all service design activities
B. To ensure that all service design activities use the minimum amount of resources
C. To monitor service level targets as agreed in service level agreements
D. To create and maintain a portfolio of quantified services
عرض الإجابة
اجابة صحيحة: B
السؤال #39
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Service Desk Manager
B. The Service Manager
C. The Request Fulfillment Process Manager
D. The Request Fulfillment Process Owner
عرض الإجابة
اجابة صحيحة: A
السؤال #40
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
A. Serviceability
B. Availability
C. Capacity
D. Continuity
عرض الإجابة
اجابة صحيحة: C
السؤال #41
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a failure has occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT Service
D. Loss of ability to operate to specification, or to deliver the required output
عرض الإجابة
اجابة صحيحة: C
السؤال #42
Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer
عرض الإجابة
اجابة صحيحة: D
السؤال #43
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
عرض الإجابة
اجابة صحيحة: D
السؤال #44
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
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #45
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation
D. Service design
عرض الإجابة
اجابة صحيحة: B
السؤال #46
What is the objective of Access Management?
A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services
عرض الإجابة
اجابة صحيحة: C
السؤال #47
Which statement about Service Level Agreements (SLAs) is CORRECT?
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer
عرض الإجابة
اجابة صحيحة: B
السؤال #48
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
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
عرض الإجابة
اجابة صحيحة: C
السؤال #49
Which of the following is the BEST description of a centralized service desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
عرض الإجابة
اجابة صحيحة: C
السؤال #50
Which of the following defines the level of protection in Information Security Management?
A. The IT Executive
B. The ISO27001 Standard
C. The Business
D. The Service Level Manager
عرض الإجابة
اجابة صحيحة: C
السؤال #51
One of the five major aspects of Service Design is the design of the service solutions. It includes?
A. Requirements, resources and capabilities needed and agreed
B. Only requirements needed and agreed
C. Only capabilities needed and agreed
D. Only resources and capabilities needed
عرض الإجابة
اجابة صحيحة: A
السؤال #52
Which role is accountable for the operational management of a process?
A. Process practitioner
B. Process manager
C. Service manager
D. Change manager
عرض الإجابة
اجابة صحيحة: C
السؤال #53
What is the ITIL guidance relating to the closure of resolved incidents?
A. Anyone can close an incident once it has been resolved
B. Only the technician that resolved the incident should close the incident
C. Only the service desk should close resolved incidents
D. Only the person who raised the incident should close it once it is resolved
عرض الإجابة
اجابة صحيحة: C
السؤال #54
What BEST describes an important principle of communication in service operation?
A. It is efficient, effective and economical for all IT services
B. It has an intended purpose or a resultant action
C. It focuses on creating a relationship between processes and products
D. It has responsibility for creating policies
عرض الإجابة
اجابة صحيحة: C
السؤال #55
Which of the following statements about processes is INCORRECT?
A. They are units of organizations
B. They are measurable
C. They deliver specific results
D. They respond to specific events
عرض الإجابة
اجابة صحيحة: A
السؤال #56
Where would all the possible service improvement opportunities be recorded?
A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database
عرض الإجابة
اجابة صحيحة: D
السؤال #57
Which of the following is NOT an objective of the operations management function?
A. Swift application of skills to diagnose any IT operations failures that occur
B. Delivering operational improvements to achieve reduced costs
C. Management of the definitive media library (DML)
D. Maintenance of status quo to achieve stability of day to day processes and activities
عرض الإجابة
اجابة صحيحة: C
السؤال #58
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?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
عرض الإجابة
اجابة صحيحة: D
السؤال #59
What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
عرض الإجابة
اجابة صحيحة: C
السؤال #60
Which model delivers a view of the services, assets and infrastructure?
A. Incident Model
B. Problem Model
C. Configuration Model
D. Change Model
عرض الإجابة
اجابة صحيحة: D
السؤال #61
In the phrase "People, Processes, Products and Partners". Products refers to:
A. IT Infrastructure and Applications
B. Services, technology and tools
C. Goods provided by third parties to support the IT Services
D. All assets belonging to the Service Provider
عرض الإجابة
اجابة صحيحة: C
السؤال #62
Which is NOT an example of a pattern of business activity (PBA)?
A. The seasonal variation in customer purchases from a supermarket
B. The peak period usage of counter services in a retail bank
C. The capacity usage of the network supporting service
D. The tendency for a government agency to submit its regulatory reports just before the deadline
عرض الإجابة
اجابة صحيحة: C
السؤال #63
A Service Level Agreement is?
A. The part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and their customer
C. An agreement between a Service Provider and an external supplier
D. An agreement between the Service Provider and an internal organization
عرض الإجابة
اجابة صحيحة: C
السؤال #64
Which process would you MOST expect to be involved in the management of Underpinning Contracts?
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
عرض الإجابة
اجابة صحيحة: D
السؤال #65
Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Wisdom
C. Information
D. Knowledge
عرض الإجابة
اجابة صحيحة: A
السؤال #66
A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
عرض الإجابة
اجابة صحيحة: C
السؤال #67
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
عرض الإجابة
اجابة صحيحة: B
السؤال #68
Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
A. Continual service improvement
B. Service operation
C. Service strategy
D. Service design
عرض الإجابة
اجابة صحيحة: A
السؤال #69
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management
عرض الإجابة
اجابة صحيحة: A
السؤال #70
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
A. Business Objectives, IT Objectives, Process Metrics
B. Process Models, Goals and Objectives
C. Vision and Strategy, Tactical Goals and Operational Goals
D. Business and IT Strategy and Process Definitions
عرض الإجابة
اجابة صحيحة: D
السؤال #71
What are the two MAJOR activities in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
عرض الإجابة
اجابة صحيحة: D
السؤال #72
Which of the following is the BEST reason for categorizing incidents?
A. To establish trends for use in problem management and other IT service management (ITSM) activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
عرض الإجابة
اجابة صحيحة: D
السؤال #73
Which process analyses services that are no longer viable and when they should be retired?
A. Change management
B. Service portfolio management
C. Service level management
D. Business relationship management
عرض الإجابة
اجابة صحيحة: C
السؤال #74
Defining the processes needed to operate a new service is part of:
A. Service Design: Design the processes
B. Service Strategy: Develop the offerings
C. Service Transition: Plan and prepare for deployment
D. Service Operation: IT Operations Management
عرض الإجابة
اجابة صحيحة: C
السؤال #75
What should be documented as part of every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions
عرض الإجابة
اجابة صحيحة: C
السؤال #76
What are customers of IT services who work in the same organization as the service provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
عرض الإجابة
اجابة صحيحة: D
السؤال #77
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management
عرض الإجابة
اجابة صحيحة: A
السؤال #78
What are the publications that provide guidance specific to industry sectors and organization types known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
عرض الإجابة
اجابة صحيحة: B
السؤال #79
Which statement about service review meetings is FALSE?
A. Actions from service review meetings should only be assigned to the service provider
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement program (SIP) should be reviewed
عرض الإجابة
اجابة صحيحة: B
السؤال #80
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
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: C
السؤال #81
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
A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. None of the above
D. All of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #82
Which one of the following is the BEST description of a relationship in service asset and configuration management?
A. Describes the topography of the hardware
B. Describes how the configuration items (CIs) work together to deliver the services
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release
عرض الإجابة
اجابة صحيحة: B
السؤال #83
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
عرض الإجابة
اجابة صحيحة: C
السؤال #84
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
A. 1 only
B. 2 only
C. Both of the above
D. None of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #85
What is the Service Pipeline?
A. All services that are at a conceptual or development stage
B. All services except those that have been retired
C. All services that are contained within the Service Level Agreement (SLA)
D. All complex multi-user services
عرض الإجابة
اجابة صحيحة: D
السؤال #86
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level
D. The terms and conditions in an IT outsource contract
عرض الإجابة
اجابة صحيحة: A
السؤال #87
Which of the following are types of service defined in ITIL? 1. Core 2. Enabling 3. Special
A. 1 and 3only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: C
السؤال #88
Which of the following is the best definition of service management?
A. The ability to keep services highly available to meet the business needs
B. A set of specialized organizational capabilities for providing value to customers in the form of services
C. A complete set of all the documentation required to deliver world class services to customers
D. An internationally recognized methodology to provide valuable services to customers
عرض الإجابة
اجابة صحيحة: A
السؤال #89
When is it confirmed if a project's objectives have been achieved?
A. During the Closing a Project process
B. During the final end stage assessment
C. During the Controlling a Stage process
D. During the Managing Product Delivery process
عرض الإجابة
اجابة صحيحة: C
السؤال #90
Which is the CORRECT list of metrics to support CSI activities?
A. Technology, customer and business
B. Business, service and technology
C. Customer, business and process
D. Process, technology and service
عرض الإجابة
اجابة صحيحة: C
السؤال #91
Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
عرض الإجابة
اجابة صحيحة: B
السؤال #92
What should be documented as part of every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions
عرض الإجابة
اجابة صحيحة: B
السؤال #93
Which of the following identifies the purpose of design coordination?
A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
B. Ensuring all service designs have availability designed into them
C. Designing of all the links between every service design process and all other processes in the service lifecycle
D. Control of all supplier relationships from design right through to the production environment
عرض الإجابة
اجابة صحيحة: B
السؤال #94
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfilment
B. Service portfolio management
C. Service desk
D. IT finance
عرض الإجابة
اجابة صحيحة: D
السؤال #95
What BEST describes the value of service transition to the business?
A. It supports the creation of a catalogue of services
B. It leads to gradual and continual improvement in service quality
C. It provides quick and effective access to standard services
D. It results in higher volumes of successful change
عرض الإجابة
اجابة صحيحة: B
السؤال #96
What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
عرض الإجابة
اجابة صحيحة: A
السؤال #97
Which of the following statements is CORRECT?
A. IT Service Continuity Management can only take place once Business Continuity Management has been established
B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
C. Business Continuity Management and IT Service Continuity Management must be established at the same time
D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
عرض الإجابة
اجابة صحيحة: C
السؤال #98
Which of the following is NOT a benefit of using public frameworks and standards?
A. Knowledge of public frameworks is more likely to be widely distributed
B. They are always free ensuring they can be implemented quickly
C. They are validated across a wide range of environments making them more robust
D. They make collaboration between organizations easier by giving a common language
عرض الإجابة
اجابة صحيحة: D
السؤال #99
Which is an objective of access management?
A. To efficiently respond to requests for granting access to services
B. To detect changes of state that have significance for management of an IT service
C. To assist with general information, complaints or comments
D. To minimize the impact of incidents that cannot be prevented
عرض الإجابة
اجابة صحيحة: A
السؤال #100
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
A. Serviceability
B. Availability
C. Capacity
D. Continuity
عرض الإجابة
اجابة صحيحة: C
السؤال #101
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
A. 1 and 2 only
B. 1 only
C. All of the above
D. 1 and 3 only
عرض الإجابة
اجابة صحيحة: C
السؤال #102
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy
عرض الإجابة
اجابة صحيحة: C
السؤال #103
Which is NOT a service desk type described in the ITIL service operation guidance?
A. Local
B. Centralized
C. Outsourced
D. Virtual
عرض الإجابة
اجابة صحيحة: A
السؤال #104
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
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #105
Which one of the following is the BEST definition of reliability?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or configuration item (CI) can perform its function without failing
D. How quickly a service or component can be restored to normal working order
عرض الإجابة
اجابة صحيحة: B
السؤال #106
Which one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
عرض الإجابة
اجابة صحيحة: A
السؤال #107
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
A. The forward schedule of change
B. The service portfolio
C. A configuration management database (CMDB)
D. The service knowledge management system (SKMS)
عرض الإجابة
اجابة صحيحة: D
السؤال #108
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
A. 1 only
B. 2 only
C. 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #109
What should a service design package (SDP) be produced for? 1. A standard change 2. A minor change to a service3. Removal of a service 4. A major change to a service
A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4
عرض الإجابة
اجابة صحيحة: B
السؤال #110
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
عرض الإجابة
اجابة صحيحة: C
السؤال #111
What are sources of best practice?
A. Customers, suppliers, advisors
B. Industry practices, academic research, training and education
C. Substitutes, regulators, customers
D. Competition, compliance, commitments
عرض الإجابة
اجابة صحيحة: A
السؤال #112
Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?
A. A Problem model
B. A Service Improvement Plan (SIP)
C. A Request for Change (RFC)
D. A Business Case
عرض الإجابة
اجابة صحيحة: D
السؤال #113
What does the continual service improvement (CSI) approach enable a business to achieve?
A. It keeps the communication going within the business
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers
عرض الإجابة
اجابة صحيحة: C
السؤال #114
Which process would maintain policies, standards and models for service transition activities and processes?
A. Change management
B. Capacity management
C. Service transition planning and support
D. Release management
عرض الإجابة
اجابة صحيحة: B
السؤال #115
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
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
عرض الإجابة
اجابة صحيحة: A
السؤال #116
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?
A. Service Design
B. Service Strategy
C. Service Operation
D. Continual Service Improvement
عرض الإجابة
اجابة صحيحة: C
السؤال #117
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
A. All of the above
B. 1 and 2only
C. 2 and 3 only
D. 1 and 3 only
عرض الإجابة
اجابة صحيحة: C
السؤال #118
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
عرض الإجابة
اجابة صحيحة: B
السؤال #119
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
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
عرض الإجابة
اجابة صحيحة: C
السؤال #120
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?
A. Testing the tool and training process managers on using the process
B. Development or purchase of tools and deployment of the tools
C. Training tool administrators how to manage tools and monitoring tool performance in operational environment
D. Development or purchase of tools and deployment of the process
عرض الإجابة
اجابة صحيحة: C

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