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السؤال #1
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. Guiding principle: Keep it simple Why: The customers and users were not kept informed of the progress of the project resulting in negative perception of the results
B. Guiding principle: Progress iteratively Why: Everything the service provider does needs to map directly to value for the UoB customers and other stakeholders
C. Guiding principle: Design for experience Why: Even though functional requirements were met the UoB customer interaction with the service was ignored leading to dissatisfaction
D. Guiding principle: Collaborate Why: The wrong people were involved in the agreement of functional requirements when designing the solution
عرض الإجابة
اجابة صحيحة: C
السؤال #2
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
D. Accreditors
عرض الإجابة
اجابة صحيحة: A
السؤال #3
Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for completion of the actions 4. Complaints procedures
A. 1, 2 and 3 only
B. All of the above
C. 1 and 3 only
D. 2 and 4 only
عرض الإجابة
اجابة صحيحة: A
السؤال #4
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
A. Both of the above
B. 1 only
C. 2 only
D. Neither of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #5
Which process is responsible for managing relationships with vendors?
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
عرض الإجابة
اجابة صحيحة: A
السؤال #6
What are underpinning contracts used to document?
A. The provision of IT services or business services by a service provider
B. The provision of goods and services by third party suppliers
C. Service levels that have been agreed between the internal service provider and their customer
D. Metrics and critical success factors (CSFs) for internal support teams
عرض الإجابة
اجابة صحيحة: D
السؤال #7
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business
عرض الإجابة
اجابة صحيحة: C
السؤال #9
Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Which one of the following is the BEST definition of the term service management?
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
عرض الإجابة
اجابة صحيحة: A
السؤال #11
Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application
عرض الإجابة
اجابة صحيحة: A
السؤال #12
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
عرض الإجابة
اجابة صحيحة: C
السؤال #13
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: A
السؤال #14
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
عرض الإجابة
اجابة صحيحة: A
السؤال #15
Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2. Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only
عرض الإجابة
اجابة صحيحة: C
السؤال #16
The remediation plan should be evaluated at what point in the change lifecycle?
A. Before the change is approved
B. Immediately after the change has failed and needs to be backed out
C. After implementation but before the post implementation review
D. After the post implementation review has identified a problem with the change
عرض الإجابة
اجابة صحيحة: B
السؤال #17
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. Service desk issue: Inconsistent engagement in the project OCM activity: Create a plan for regular measurement and reporting
B. Service desk issue: Poorly defined roles and responsibilities for the new procedures OCM activity: Conduct a training needs analysis
C. Service desk issue: Resistance to using new procedures OCM activity: Invite users to share success stories
D. Service desk issue: Lack of training for the new service and procedures OCM activity: Implement a staff reward scheme
عرض الإجابة
اجابة صحيحة: A
السؤال #18
In which of the following should details of a workaround be documented?
A. The service level agreement (SLA)
B. The problem record
C. The availability management information system
D. The IT service plan
عرض الإجابة
اجابة صحيحة: D
السؤال #19
Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
عرض الإجابة
اجابة صحيحة: A
السؤال #20
In terms of adding value to the business, which one of the following describes service operation s contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers
عرض الإجابة
اجابة صحيحة: C
السؤال #21
Which one of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
عرض الإجابة
اجابة صحيحة: B
السؤال #22
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
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #23
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A. Service level management
B. Service portfolio management
C. Request fulfilment
D. Demand management
عرض الإجابة
اجابة صحيحة: A
السؤال #24
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
A. Service level management
B. Service catalogue management
C. Demand management
D. Service transition
عرض الإجابة
اجابة صحيحة: B
السؤال #25
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
A. To ensure that a service managed and operated accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release
عرض الإجابة
اجابة صحيحة: A
السؤال #26
What is the PRIMARY process for strategic communication with the service provider's customers?
A. Service catalogue management
B. Service portfolio management
C. Service desk
D. Business relationship management
عرض الإجابة
اجابة صحيحة: D
السؤال #27
Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
A. Change management
B. IT service continuity management
C. Financial management for IT services
D. Service catalog management
عرض الإجابة
اجابة صحيحة: D
السؤال #28
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment
عرض الإجابة
اجابة صحيحة: C
السؤال #29
Which function or process would provide staff to monitor events in an operations bridge?
A. Technical management
B. IT operations management
C. Request fulfillment
D. Applications management
عرض الإجابة
اجابة صحيحة: A
السؤال #30
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global C
A. No, because one of them is not relevant to the project goals
B. No, because one of them is not time-bound
C. Yes, they are SMART KPIs
D. No, because one of them is not measurable
عرض الإجابة
اجابة صحيحة: C
السؤال #31
Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
عرض الإجابة
اجابة صحيحة: D
السؤال #32
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. Customer satisfaction with mobile services is higher than 90%
B. Network availability for mobile services is maintained at 99
C. Incident turnaround time for mobile services is improved by 15%
D. Cost per incident for mobile services is within 2% of target
عرض الإجابة
اجابة صحيحة: A
السؤال #33
Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
عرض الإجابة
اجابة صحيحة: B
السؤال #34
Which one of the following includes four stages called Plan, Do, Check and Act?
A. The Deming Cycle
B. The continual service improvement approach
C. The seven-step improvement process
D. The service lifecycle
عرض الإجابة
اجابة صحيحة: B
السؤال #35
Which of the following statements BEST describes the aims of release and deployment management?
A. To build, test and deliver the capability to provide the services specified by service design
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
عرض الإجابة
اجابة صحيحة: A
السؤال #36
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: A
السؤال #37
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
عرض الإجابة
اجابة صحيحة: B
السؤال #38
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. Customer satisfaction; Process maturity of incident management and request fulfilment
B. Process metrics; Organizational maturity of CruiseAlong Cars’ business units
C. Customer satisfaction; Change readiness of CruiseAlong Cars’ IT departments
D. Process metrics; SWOT analysis of all service management processes
عرض الإجابة
اجابة صحيحة: B
السؤال #39
Which process will regularly anal0yse incident data to identify discernible trends?
A. Service level management
B. Problem management
C. C0hange management
D. Event management
عرض الإجابة
اجابة صحيحة: A
السؤال #40
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. ?
A. What is the return on investment (ROI)?
B. How much did it cost?
C. How do we keep the momentum going?
D. What is the value on investment (VOI)?
عرض الإجابة
اجابة صحيحة: B
السؤال #41
Why is it important for service providers to understand patterns of business activity (PBA)?
A. PBA are based on organizational roles and responsibilities
B. IT service providers CANNOT schedule changes until they understand PBA
C. Demand for the services delivered by service providers are directly influenced by PBA
D. Understanding PBA is the only way to enable accurate service level reporting
عرض الإجابة
اجابة صحيحة: C
السؤال #42
Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer
A. 1, 3 and 4 only
B. 2, 3 and 4 only
C. 1, 2 and 4 only
D. 1, 2 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #43
See the Scenario for additional information. CruiseAlong Cars CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global Ci
A. Grant application service: increases the number of successful grant applications by helping researchers to write effective grant proposals
B. User device access service: provides connectivity for phones, laptops and tablets
C. Exam administration service: increases productivity of administrative staff by reducing downtime of exam marking and grade tracking
D. Centralized email service: reduces overall costs for the university IT department by enabling retirement of many smaller email services
عرض الإجابة
اجابة صحيحة: D
السؤال #44
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
عرض الإجابة
اجابة صحيحة: D
السؤال #45
Which of the following is service transition planning and support NOT responsible for?
A. Prioritizing conflicts for service transition resources
B. Coordinating the efforts required to manage multiple simultaneous transitions
C. Maintaining policies, standards and models for service transition activities and processes
D. Detailed planning of the build and test of individual changes
عرض الإجابة
اجابة صحيحة: B
السؤال #46
Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The facilities management function
عرض الإجابة
اجابة صحيحة: B
السؤال #47
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
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
عرض الإجابة
اجابة صحيحة: A
السؤال #48
Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
عرض الإجابة
اجابة صحيحة: C
السؤال #49
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A. Return on investment (ROI), value on investment (VOI), quality
B. Strategic, tactical and operational
C. Critical success factors (CSFs), key performance indicators (KPIs), activities
D. Technology, process and service
عرض الإجابة
اجابة صحيحة: B
السؤال #50
Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
عرض الإجابة
اجابة صحيحة: C
السؤال #51
Which statement should NOT be part of the value proposition for Service Design?
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
عرض الإجابة
اجابة صحيحة: C
السؤال #52
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 #53
Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
عرض الإجابة
اجابة صحيحة: A
السؤال #54
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
عرض الإجابة
اجابة صحيحة: B
السؤال #55
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment
عرض الإجابة
اجابة صحيحة: C
السؤال #56
What are the categories of event described in the UIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
عرض الإجابة
اجابة صحيحة: C
السؤال #57
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
عرض الإجابة
اجابة صحيحة: B
السؤال #58
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: A
السؤال #59
Which statement about the emergency change advisory board (ECAB) is CORRECT
A. The ECAB considers every high priority request for change (RFC)
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT Director
عرض الإجابة
اجابة صحيحة: C
السؤال #60
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A. Internal
B. External
C. Service desk
D. Shared services unit
عرض الإجابة
اجابة صحيحة: B
السؤال #61
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?
A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B. No: the Known Error should be created before the problem is logged
C. No: a known error record is created when the original incident is raised
D. No: a known error record should be created with the next release of the service
عرض الإجابة
اجابة صحيحة: D
السؤال #62
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
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
عرض الإجابة
اجابة صحيحة: D

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