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السؤال #1
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
عرض الإجابة
اجابة صحيحة: B
السؤال #2
Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in
A. You understand the need to review current practices, so you compare current practices against those described in the ITIL volume of Service Operation
B. You communicate the need to review the situation, inviting various stakeholders from the IT departments and other business units to discuss the issues at hand
C. You understand the need for compliance to the defined processes, as currently many staff do not follow prescribed guidelines and procedures
D. You communicate the need to understand more about the current issues, so you invite the Service Desk, Incident, Problem and Release & Deployment managers to a meeting to review the situation
عرض الإجابة
اجابة صحيحة: B
السؤال #3
Which of these should be logged and managed as a problem?
A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. 'Continual improvement' needs to prioritize an improvement opportunity
عرض الإجابة
اجابة صحيحة: B
السؤال #4
What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations
عرض الإجابة
اجابة صحيحة: A
السؤال #5
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access management
D. Continual service improvement
عرض الإجابة
اجابة صحيحة: D
السؤال #7
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote
عرض الإجابة
اجابة صحيحة: D
السؤال #8
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As a change request
B. As a service request
C. As an event
D. As a problem
عرض الإجابة
اجابة صحيحة: D
السؤال #9
Which one of the following is a correct definition of a supplier category?
A. Strategic-for suppliers of operational products or services
B. Tactical-for relationships involving significant commercial activity and business interaction
C. Operational-for suppliers providing low value and/or readily available products and services
D. Commodity-for significant partnering relationships that involve senior managers
عرض الإجابة
اجابة صحيحة: A
السؤال #10
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Supplier management
B. Change enablement
C. Relationship management
D. Service desk
عرض الإجابة
اجابة صحيحة: C
السؤال #11
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement
B. Service level management
C. Service request management
D. Problem management
عرض الإجابة
اجابة صحيحة: C
السؤال #12
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A. Service level management
B. Service configuration management
C. Relationship management
D. Continual improvement
عرض الإجابة
اجابة صحيحة: B
السؤال #13
When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested
عرض الإجابة
اجابة صحيحة: B
السؤال #14
Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information
B. Use of shift working patterns
C. Fulfillment of service requests
D. Creation of a temporary team
عرض الإجابة
اجابة صحيحة: C
السؤال #15
What is the purpose of the ‘problem management’ practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
عرض الإجابة
اجابة صحيحة: C
السؤال #16
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier
عرض الإجابة
اجابة صحيحة: C
السؤال #17
Scenario Brewster's is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children's collectable novelty erasers. Brewster's IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti
A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment
B. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment
C. The results of this initial assessment are better than you had expected, you do not see any need to change things yet
D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet
عرض الإجابة
اجابة صحيحة: B
السؤال #18
Scenario Vision Media is an international media organization, operating various lines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now is comprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates al
A. The design of a quality Access Management process will need to consider the current state of IT Service Management that exists within the IT department, as well as the organizational requirements of Vision Media in general
B. The design of an efficient Access Management process will need to account for the existing IT Service Management processes already implemented within the IT department, as well as the Human Resource requirements of Vision Media in general
C. It is important that the implementation of Access Management considers a number of key interfaces with existing IT Service Management processes, as well as other business processes, to ensure success and satisfaction of its defined objectives
D. Access Management will need to be implemented in isolation from existing IT Service Management processes already in place at Vision Media so that its' integrity can be ensured
عرض الإجابة
اجابة صحيحة: C
السؤال #19
How should automation be implemented?
A. By replacing human intervention wherever possible
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By optimizing as much as possible first
عرض الإجابة
اجابة صحيحة: A
السؤال #20
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers
B. CIs
C. customers
D. assets
عرض الإجابة
اجابة صحيحة: C
السؤال #21
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement
عرض الإجابة
اجابة صحيحة: B
السؤال #22
Which statement is CORRECT?
A. A function is a set of responsibilities allocated to a service manager
B. A process is a team or group of people and the tools they use to perform one or more activities
C. A function is a set of specialized organizational capabilities
D. A process is a structured set of activities designed to accomplish a specific objective
عرض الإجابة
اجابة صحيحة: A
السؤال #23
Operations Control refers to?
A. The managers of the Event and Access Management Processes
B. Overseeing the monitoring and escalating of IT operational events and activities
C. The tools used to monitor the status of the IT Network
D. The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available
عرض الإجابة
اجابة صحيحة: B
السؤال #24
Which statement about a ‘continual improvement register’ is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented
عرض الإجابة
اجابة صحيحة: D
السؤال #25
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
عرض الإجابة
اجابة صحيحة: D
السؤال #26
Scenario Vision Media is an international media organization, operating various lines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now is comprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates al
A. I
B. I
C. I
D. I
عرض الإجابة
اجابة صحيحة: A
السؤال #27
Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
عرض الإجابة
اجابة صحيحة: C
السؤال #28
Scenario Brewster's is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children's collectable novelty erasers. Brewster's IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti
A. You decide to recommend implementation of the Event Management process to formalize the event monitoring, planning and overall management
B. You are not concerned with the lack of skill sharing between the Operational Support departments and Service Design as they are two separate entities of the Service Lifecycle with their own objectives
C. You are not concerned with the lack of skill sharing between the Operational Support departments and Service Design as they are two separate entities of the Service Lifecycle with their own objectives
D. Implement the Problem Management process, to ensure there are both reactive and proactive activities taking place with regards to Problems, a knowledge bank of information including known errors, workarounds, problems and incident records is produced and maintained
عرض الإجابة
اجابة صحيحة: A
السؤال #29
What includes governance as a component?
A. Practices
B. The service value chain
C. The service value system
D. The guiding principles
عرض الإجابة
اجابة صحيحة: C
السؤال #30
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To set user expectations for fulfillment times
عرض الإجابة
اجابة صحيحة: B
السؤال #31
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
عرض الإجابة
اجابة صحيحة: C
السؤال #32
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
عرض الإجابة
اجابة صحيحة: B
السؤال #33
Scenario NEB is a financial management company that specializes in lending money for substantial property investments. They have a large IT department that is currently using the following ITSM processes: Service Level Management Availability Management IT Service Continuity Management Information Security Management Incident Management Problem Management. Each of these processes have been implemented within the planned target time and are working effectively and efficiently. Staff have adapted to the chang
A. Your first recommendation is to implement the Access Management process as soon as possible
B. Your first recommendation is to implement the Access Management process as soon as possible
C. Your first recommendation is to implement the Access Management process as soon as possible
D. Your first recommendation is to implement the Access Management process as soon as possible
عرض الإجابة
اجابة صحيحة: B
السؤال #34
How is a service delivered between departments of same organization classified?
A. Internal Service
B. External ServiceC
D. Organizational service
عرض الإجابة
اجابة صحيحة: C
السؤال #35
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
عرض الإجابة
اجابة صحيحة: A
السؤال #36
Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
عرض الإجابة
اجابة صحيحة: B
السؤال #37
Which guiding principle focuses on reducing costs and human errors?
A. Focus and value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
عرض الإجابة
اجابة صحيحة: C
السؤال #38
What is an IT asset?
A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver a service
C. A request from a user mat initiates a service action
D. The removal of anything that could have a direct or indirect effect on services
عرض الإجابة
اجابة صحيحة: A
السؤال #39
Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in
A. You realize a coordinated approach is the best method, including: The development of the ITS Service Desk to be the single point of contact for ALL end user (internal) queries
B. You realize a phased approach is the best method, including four phases: Phase 1 Build or purchase a service management tool that will be used by all IT departments for managing incidents, problems and service requests Phase 2 Standardize the use of ITIL processes used by the ITS department across all IT departments at Vericom Phase 3 Deliver training and awareness sessions for staff regarding the importance of the processes and how they should be used
C. You realize a coordinated approach is the best method, including: Developing a telephone system that will route calls to the appropriate Service Desk based on the user's input
D. You realize that improving the business awareness of IT is most important, and address the issues by: Identifying the training requirements of end users to improve their use of IT service Implement an online Service Catalogue for all IT Services, with self-help capabilities to log and track incidents, problems and service requests Assist Service Level Management in improving the visibility of the IT organization in general, and identify areas of customer satisfaction that need improving Build or purchase a service management tool that will be used by all IT departments and end users for managing incidents, problems, Known Errors and service requests
عرض الإجابة
اجابة صحيحة: A
السؤال #40
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue
B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier
عرض الإجابة
اجابة صحيحة: B
السؤال #41
Which is an outcome of service design?
A. User training and awareness for the service is maximized
B. Services and operational quality are enhanced
C. Standard Services are provided quickly and efficiently across the business
D. Expectations setting of all stakeholders for the services improved
عرض الإجابة
اجابة صحيحة: A
السؤال #42
In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
عرض الإجابة
اجابة صحيحة: A
السؤال #43
Which processes ensure the targets in the underpinning contracts are appropriate?
A. Design coordination and service level management
B. Supplier management and service level management
C. Service level management and availability management
D. Configuration management and service portfolio management
عرض الإجابة
اجابة صحيحة: A
السؤال #44
Which statement about IT service management is CORRECT?
A. It is performed by customers using a mix of IT systems, services and processes
B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology
عرض الإجابة
اجابة صحيحة: D
السؤال #45
Scenario Brewster's is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children's collectable novelty erasers. Brewster's IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti
A. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident
B. % of calls resolved by Service Desk Average time to resolve incident Average time to escalate incident % of customer updates conducted within target times Customer feedback Average Service Desk cost of handling incident
C. o % of calls answered by Service Desk Average time to escalate incident % of customer updates conducted within Service Desk hours Customer feedback Average cost of handling incident
D. % of calls answered by Service Desk Average time to resolve problems Average time to escalate problem % of customer updates conducted within Service Desk times Customer feedback Average cost of handling problem
عرض الإجابة
اجابة صحيحة: A
السؤال #46
Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in
A. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits
B. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits
C. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits
D. The implementation of Event Management to complement existing ITIL processes within Verinet will have a number of significant benefits
عرض الإجابة
اجابة صحيحة: B
السؤال #47
What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)
عرض الإجابة
اجابة صحيحة: C
السؤال #48
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer
C. A configuration item (CI)
D. A user
عرض الإجابة
اجابة صحيحة: B
السؤال #49
Scenario Vision Media is an international media organization, operating various lines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now is comprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates al
A. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to enable service quality and reduce the overall expenditure on IT
B. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to further improve service quality, and to realize the value of the previous projects already completed (refer Service Design and Service Transition projects)
C. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to enable service quality and reduce the overall expenditure on IT
D. As part of the ongoing Service Management initiative within Vision Media, the implementation of Service Operation is a vital element necessary to achieve service quality and support the objectives defined for the IT department
عرض الإجابة
اجابة صحيحة: B
السؤال #50
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are
عرض الإجابة
اجابة صحيحة: C
السؤال #51
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 #52
Access management is responsible for implementing policies defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
عرض الإجابة
اجابة صحيحة: C
السؤال #53
Which service transition process provides guidance about converting data into information?
A. Change evaluation
B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management
عرض الإجابة
اجابة صحيحة: B
السؤال #54
Which statement about the ‘four Ps’ of service design is CORRECT?
A. Processes refers to skill and training
B. Partners refers to suppliers and vendors
C. People refers to technology and tools
D. Products refers to producers and metrics
عرض الإجابة
اجابة صحيحة: C
السؤال #55
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: A
السؤال #56
Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical
عرض الإجابة
اجابة صحيحة: A
السؤال #57
Which of the following is NOT an example of a Service Request?
A. A user calls the Service Desk to order a toner cartridge
B. A user calls the Service Desk because they would like to change the functionality of an application
C. A Manager submits a request for a new employee to be given access to an application
D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options
عرض الإجابة
اجابة صحيحة: B
السؤال #58
Which is included in the purpose of the ‘service level management’ practice?
A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately
عرض الإجابة
اجابة صحيحة: B
السؤال #59
Which is a purpose of the ‘service desk’ practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To be the entry point and single point of contact for the service provider with all of its users
C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
عرض الإجابة
اجابة صحيحة: B
السؤال #60
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
عرض الإجابة
اجابة صحيحة: B
السؤال #61
Scenario Brewster's is a toy factory that has been in business for 30 years. The company started with a small family run shop and has grown consistently over the years. They are now supplying toy stores nationwide and are considered to be the primary supplier of children's collectable novelty erasers. Brewster's IT department is relatively small (currently 15 staff) but efficient. They have recently employed an IT Manager in an attempt to improve the management of the infrastructure, as well as more effecti
A. Organize a meeting with the managers of each IT department and form a Communication Plan
B. Organize a meeting with the managers of each IT department and form a Communication Plan
C. Recommend to the Business that a new staff training program needs to be implemented that will include one service desk member per week shadowing a member of staff in each of the Business Process areas to learn how they do things and what the business objectives are
D. No immediate action required
عرض الإجابة
اجابة صحيحة: A
السؤال #62
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers
عرض الإجابة
اجابة صحيحة: C
السؤال #63
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
عرض الإجابة
اجابة صحيحة: D
السؤال #64
Scenario Vision Media is an international media organization, operating various lines of business including: Film Production Television (production and delivery of their own channel in the United States VisionOne) Print media (including newspapers in 15 countries) Online Advertising The organization has recently been restructured, and now is comprised of the following companies and departments: Vision Films (production of movies and television shows) VisionOne (television channel) VisionNews (coordinates al
A. Option A
B. Option B
C. Option C
D. Option D
عرض الإجابة
اجابة صحيحة: A
السؤال #65
Which term relates to service levels aligned with the needs of service consumers?
A. Service management
B. Warranty
C. Cost
D. Utility
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اجابة صحيحة: D
السؤال #66
What is the purpose of the 'relationship management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To align the organization's practices and services with changing business needs
C. To set clear business-based targets for service performance
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
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اجابة صحيحة: A
السؤال #67
Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
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اجابة صحيحة: B
السؤال #68
Which is a purpose of the 'service level management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization’s suppliers and their performance are managed appropriately
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
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اجابة صحيحة: B
السؤال #69
Which describes an interface of incident management with service level management?
A. Incident workarounds
B. Creating a problem record
C. Incident response times
D. The status of faulty Cis
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اجابة صحيحة: C
السؤال #70
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service strategy
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اجابة صحيحة: A
السؤال #71
Which of these activities is carried out as part of ‘problem management’?
A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records
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اجابة صحيحة: B
السؤال #72
Which groups of people would work according to an operational level agreement?
A. Business units
B. All stakeholders
C. External IT teams
D. Internal IT teams
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اجابة صحيحة: B
السؤال #73
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
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اجابة صحيحة: D
السؤال #74
Why is ITIL successful?
A. It always guarantees cost savings
B. Its practices are applicable to any IT organization
C. It makes technology architecture easy to design
D. It can be fully implemented in 30 days
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اجابة صحيحة: B
السؤال #75
Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
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اجابة صحيحة: B
السؤال #76
What is the purpose of the ‘deployment management’ practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
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اجابة صحيحة: D
السؤال #77
What are the three phases of 'problem management'?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution
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اجابة صحيحة: B
السؤال #78
Scenario Vericom is a leading provider of government, business and consumer telecommunication services, and is currently seeking ways in which to improve its utilization of IT services to drive growth across its' multiple lines of business. One of the largest organizations in the United Kingdom, Vericom is comprised of the following business units: Verinet (providing ADSL, cable, 3GSM, dialup and satellite services) Infrastructure Services (planning, installing and maintaining the PSTN and mobile network in
B.
C.
D.
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اجابة صحيحة: D
السؤال #79
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach
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اجابة صحيحة: C
السؤال #80
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
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اجابة صحيحة: B
السؤال #81
There have been multiple incidents recorded by the Service Desk. It appears that the network is congested due to multiple connections. What kind of actions should the Service Desk analyst take in this instance?
A. They should ask the Capacity Manager to expand the capacity of the network
B. They should ask the Problem Manager to look into the problem right away
C. They should ask the Security Manager to check whether too many authorizations may have been issued
D. They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target
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اجابة صحيحة: B
السؤال #82
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
عرض الإجابة
اجابة صحيحة: D
السؤال #83
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without automation
عرض الإجابة
اجابة صحيحة: A
السؤال #84
What is the difference between a Known Error and a Problem?
A. The underlying cause of a Known Error is known
B. A Known Error involves an error in the IT infrastructure, A
C. Problem does not involve such an error
D. A Known Error always originates from an Incident
E. With a Problem, the relevant Configuration Items have been identified
عرض الإجابة
اجابة صحيحة: A
السؤال #85
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved
عرض الإجابة
اجابة صحيحة: A

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