Expertly Designed ITIL Exam Sample Questions & Answers, ITIL 4 Foundation Exam

Question #1

What is the pre-authorized change known as?

A. A normal change

B. A retrospective change

C. standard change

D. n ordinary change

View answer

Correct Answer: C

Question #2

Which of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C. ll calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

D. ncidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

View answer

Correct Answer: B

Question #3

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 City

B. Stakeholder who receives the report: Service desk staff Report content: Achievement of service response targets, Root cause of outages

C. Stakeholder who receives the report: Senior executives Report content: Customer satisfaction scores, Root cause of outages

D. Stakeholder who receives the report: Senior executives Report content: Achievement of service desk response targets, Achievement of service availability targets

View answer

Correct Answer: D

Question #4

Which is NOT a purpose of a Product Description?

A. Define the time and cost needed to produce the product

B. Define the quality skills required to check the product

C. efine the function and appearance of the product

D. efine the development skills required to produce the product

View answer

Correct Answer: B

Question #5

Which of the following is NOT defined as part of every process?

A. Roles

B. Inputs and outputs

C. unctions

D. etrics

View answer

Correct Answer: C

Question #6

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 City

B. Action: Devise a communication plan for each stakeholder Why: To understand the importance of each stakeholder to the initiative

C. Action: Prioritize stakeholders as ‘major’, ‘critical’, ‘significant’ or ‘minor’ Why: To understand the importance of each stakeholder to the initiative

D. Action: Prioritize stakeholders as ‘major’, ‘critical’, ‘significant’ or ‘minor’ Why: To understand how the new Optimsolv staff are likely to react, and win their support

View answer

Correct Answer: C

Question #7

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 City

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #8

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. nly capabilities needed and agreed

D. nly resources and capabilities needed

View answer

Correct Answer: A

Question #9

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

A. Service Operation

B. Service Strategy

C. ervice Transition

D. ontinual Service Improvement

View answer

Correct Answer: C

Question #10

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 City

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #11

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, 3 and 4

B. 1, 5 and 6

C. 2, 3 and 5

D. 2, 4 and 6

View answer

Correct Answer: C

Question #12

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. elivering change, faster and at optimum cost and minimized risk

D. erifying the accuracy of all items in the configuration management database

View answer

Correct Answer: C

Question #13

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

A. Availability Management

B. Demand Management

C. inancial Management

D. ervice Level Management

View answer

Correct Answer: B

Question #14

Which one of the following activities are carried out during the ' Where do we want to be?'' step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. reating a baseline

D. efining measurable targets

View answer

Correct Answer: D

Question #15

Which of the following statements is CORRECT?

A. The CMS is part of the Configuration Management Data Base (CMDB)

B. The KEDB and the CMS form part of the larger SKMS

C. he Service Knowledge Management System (SKMS) is part of the CMS

D. he Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

View answer

Correct Answer: B

Question #16

What can be used to help determine the impact level of a problem?

A. Definitive media library (DML)

B. Configuration management system (CMS)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

View answer

Correct Answer: A

Question #17

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. complaint by the business about a missed service level

D. he terms and conditions in an IT outsource contract

View answer

Correct Answer: A

Question #18

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. n agreement between a service provider and an external supplier

D. n agreement between the service provider and their customer

View answer

Correct Answer: D

Question #19

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. Adopt a job description that matches the example of the BRM role in the ITIL guidance

B. Appoint the BRMs and ask them to define their own role, based on ITIL guidance

C. Identify the expected outcomes and define the BRM role by building on the guidance in ITIL

D. Adopt the job descriptions of business analysts and ensure they focus on the customer aspect of their work

View answer

Correct Answer: C

Question #20

Which of the following processes are performed by the service desk? 1.Capacity management 2.Request fulfillment 3.Demand management 4.Incident management

A. All of the above

B. 3 and 4 only

C. and 4 only

D. only

View answer

Correct Answer: C

Question #21

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 City

A. During planning, to identify the key people who need to be influenced within Optimsolv

B. During process design, to prioritize stakeholders within GCITS

D. During testing, to measure the risk to achieving the ISO/IEC 20000 accreditation

View answer

Correct Answer: D

Question #22

Which CSI step would defining metrics be appropriate for?

A. Where do we want to be?

B. Did we get there?

C. ow do we keep the momentum going?

D. here are we now?

View answer

Correct Answer: D

Question #23

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. he ECAB will be used for emergency changes where there may not be time to call a full CAB

D. he ECAB will be chaired by the IT Director

View answer

Correct Answer: C

Question #24

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. ervice value is modeled

D. ervice value is visible to customers

View answer

Correct Answer: D

Question #25

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

View answer

Correct Answer: A

Question #26

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

C. roduce and maintain all necessary Service Transition packages

D. easuring the effectiveness and efficiency of Service Design and the supporting processes

View answer

Correct Answer: C

Question #27

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 City

A. A lower risk of overspending the IT budget, because this is aligned with the goal of the improvement

B. Fewer breaches of agreed service levels, because this will lead to improved business unit satisfaction

C. Provision of shared funding from many countries, because this will lead to improved business unit satisfaction

D. A reduction in the cost of service desks, because this is aligned with the goal of the improvement

View answer

Correct Answer: D

Question #28

What is NOT within the scope of service catalogue management?

A. Contribution to the definition of services

B. Interfaces between all services and supporting services C

View answer

Correct Answer: D

Question #29

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 City

A. During ‘where are we now?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute

B. During ‘where are we now?’ send an email to a selection of IT country organizations, requesting their involvement in the project

C. During ‘where do we want to be?’ send an email to all IT country organizations describing the benefits of the project and inviting them to contribute

D. During ‘where do we want to be?’ send an email selection of IT country organizations, requesting their involvement in the project

View answer

Correct Answer: B

Question #30

Why is stakeholder management an important part of any improvement initiative?

A. To identify the leader who will fund the change

B. To determine the level of resource allocated to the change

C. To determine risk levels presented by organizational culture

D. To identify whose support is needed for the change

View answer

Correct Answer: C

Question #31

Which term describes if a service is fit for use?

A. Serviceability

B. Utility

C. arranty

D. vailability

View answer

Correct Answer: C

Question #32

What are the categories of event described in the UIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. nformational, warning, exception

D. arning, reactive, proactive

View answer

Correct Answer: C

Question #33

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 City

A. Communications Approach: Critical Why: They are accountable for the project budget to build and support the new solution

B. Communications Approach: Significant Why: The data being shared on the new platform is critical to the technical team role

C. Communications Approach: Critical Why: Technical teams are the only people with the necessary skills to manage the new platform

D. Communications Approach: Significant Why: Continued support is required for the planning process and then support of the solution

View answer

Correct Answer: C

Question #34

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. o monitor service level targets as agreed in service level agreements

D. o create and maintain a portfolio of quantified services

View answer

Correct Answer: A

Question #35

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 City

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #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. Run a workshop to define the structure and value of IT services

B. Visit each customer in their normal place of work to see what they do

C. Issue a detailed questionnaire to all customers to discover their expectations

D. Establish current performance levels and match the new service to them

View answer

Correct Answer: D

Question #37

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 City

A. ‘Timing and frequency matter’ because ‘where are we now?’ requires that messages to all stakeholders are kept simple

B. ‘There is no single correct method of communication because ‘how do we get there?’ requires co-ordination from a diverse range of stakeholders

C. ‘Timing and frequency matter’ because ‘what is the vision?’ will need regular reinforcement to ensure the execution of the project is a success

D. ‘There is no single correct method of communication’ because ‘where do we want to be?’ is different for every stakeholder

View answer

Correct Answer: A

Question #38

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. document that describes to a customer how services will be operated on a day-to-day basis

D. document that describes business services to operational staff

View answer

Correct Answer: A

Question #39

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. ustomers who are not part of the same organization as the service provider

D. ustomers for whom the cost of the service is the primary driver

View answer

Correct Answer: C

Question #40

Which Functions are included in IT operations management?

A. Network management and application management

B. Technical management and change management

C. T operations control and facilities management

D. acilities management and release management

View answer

Correct Answer: C

Question #41

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 City

A. Key stakeholders: Central IT CIO Selected country CIOsBaseline value: Time taken to produce weekly reports = 1 day Expected result: Time taken to produce weekly reports = 0

B. Key stakeholders: Central IT CIO All country CIOs Baseline value: Number of incorrectly categorized incidents per month = 50 Expected result: Number of incorrectly categorized incidents per month = 30

C. Key stakeholders: Central IT CIO Selected country CIOs Baseline value: Total IT headcount = 470 Expected result: Total IT headcount = 500

D. Key stakeholders: Central IT CIO All country CIOs Baseline value: Average cost per incident = $12

View answer

Correct Answer: D

Question #42

Consider the following list: 1.Change authority 2.Change manager 3.Change advisory board (CAB) Which one of the following is the BEST description of the items above?

A. Job descriptions

B. Functions

C. eams

D. oles, people or groups

View answer

Correct Answer: D

Question #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 City

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

View answer

Correct Answer: A

Question #44

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 City

A. Run a workshop to define the structure and value of IT services

B. Visit each customer in their normal place of work to see what they do

C. Issue a detailed questionnaire to all customers to discover their expectations

D. Establish current performance levels and match the new service to them

View answer

Correct Answer: C

Question #45

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. Service level management

B. Service portfolio management

C. equest fulfilment

D. emand management

View answer

Correct Answer: C

Question #46

Which is the CORRECT list of metrics to support CSI activities?

A. Technology, customer and business

B. Business, service and technology

C. ustomer, business and process

D. rocess, technology and service

View answer

Correct Answer: D

Question #47

Which of the following correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other

B. Urgency should be based on impact and priority

C. mpact should be based on urgency and priority

D. riority should be based on impact and urgency

View answer

Correct Answer: D

Question #48

Which of the following activities are helped by recording relationships between Configuration Items (Cis)? (1)Assessing the impact and cause of Incidents and Problems (2)Assessing the impact of proposed Changes (3)Planning and designing a Change to an existing service (4)Planning a technology refresh or software upgrade

A. 1 and 2 only

B. All of the above

C. ,2 and 4 only

D. ,3 and 4 only

View answer

Correct Answer: B

Question #49

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. Services and Infrastructure

B. Applications and Infrastructure

C. esources and Capabilities

D. tility and Warranty

View answer

Correct Answer: C

Question #50

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, 2 and 5

B. 1, 3 and 6

C. 2, 4 and 6

D. 3, 4 and 5

View answer

Correct Answer: C

Question #51

What is organizational change management (OCM) MOST likely to contribute to in an organization?

A. The knowledge required to support the adoption of new technology platforms

B. Cultural changes required as a result of adopting new business processes

C. Standard changes that are made to IT service assets and configuration items

D. The development of underpinning processes for a change management standard

View answer

Correct Answer: B

Question #52

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 City

A. Hold a workshop with IT support staff and business process owners in all countries

B. Hold a workshop with a representative group of IT support staff and business management

C. Visit a representative group of IT management and IT support staff

D. Visit senior IT management and business management in all countries

View answer

Correct Answer: C

Question #53

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. ‘Timing and frequency matter’ because ‘where are we now?’ requires that messages to all stakeholders are kept simple

B. ‘There is no single correct method of communication because ‘how do we get there?’ requires co-ordination from a diverse range of stakeholders

C. ‘Timing and frequency matter’ because ‘what is the vision?’ will need regular reinforcement to ensure the execution of the project is a success

D. ‘There is no single correct method of communication’ because ‘where do we want to be?’ is different for every stakeholder

View answer

Correct Answer: B

Question #54

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 City

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

View answer

Correct Answer: A

Question #55

Which is the correct combination of Service Management terms across the Lifecycle?

A. 1-A, 2-B, 3-C, 4-D

B. 1 -C, 2-D, 3-A, 4-B

C. -C, 2-B, 3-A, 4-D

D. -B, 2-C, 3-D, 4-A

View answer

Correct Answer: C

Question #56

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A. Service Strategy

B. Continual Service Improvement

C. ervice Operation

D. ervice Design

View answer

Correct Answer: B

Question #57

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. and 3 only

D. and 3 only

View answer

Correct Answer: A

Question #58

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 City

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

View answer

Correct Answer: B

Question #59

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 City

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

View answer

Correct Answer: C

Question #60

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 City

A. A RACI model authority matrix, provided to the project manager when approving the design costs

B. A stakeholder map, provided to the project manager when approving the design costs

C. A RACI model authority matrix, provided to the service desk during deployment

D. A stakeholder map, provided to the service desk during deployment

View answer

Correct Answer: C

Question #61

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 City

A. By ensuring that action points and next steps are clarified and agreed during the session

B. By organizing face-to-face meetings in advance to build rapport and personal contact

C. By requesting that all parties listen closely to discussions and do not speak over each other

D. By creating a digital recording to ensure that all the discussions are captured and can be reviewed

View answer

Correct Answer: C

Question #62

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

A. Categorization

B. Logging

C. rioritization

D. losure

View answer

Correct Answer: A

Question #63

Access management is responsible for executing the policies that are defined in which process?

A. Service portfolio management

B. Information security management

C. hange management

D. roblem management

View answer

Correct Answer: B

Question #64

What BEST defines roles and responsibilities in relation to process and activities?

A. Human resource model

B. Configuration baseline

C. ervice model

D. ACI matrix

View answer

Correct Answer: D

Question #65

Which of the following is the BEST definition of a Risk?

A. Something that won't happen

B. Something that will happen

C. omething that has happened

D. omething that might happen

View answer

Correct Answer: D

Question #66

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A. A service object

B. An incident

C. change

D. known error

View answer

Correct Answer: D

Question #67

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. User

B. Customer

C. upplier

D. dministrator

View answer

Correct Answer: B

Question #68

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. o document the initial structure and relationship between services and customers

D. o handover new service level requirements to the service level management process

View answer

Correct Answer: A

Question #69

Who owns the specific costs and risks associated with providing a service?

A. The Service Provider

B. The Service Level Manager

C. he Customer

D. he Finance department

View answer

Correct Answer: A

Question #70

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 City

A. Create a new comprehensive communications plan for all stakeholders before engaging with the research teams

B. Use the existing communications plan and send all previous communications to the research teams

C. Make contact with the research teams and build a specific communications approach to address their needs

D. Include the named contacts immediately on the project email distribution list and ask them for feedback

View answer

Correct Answer: D

Question #71

What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

A. The complete collection of all data and data repositories in the organization

B. The knowledge to manage organization processes and people

C. he complete collection of all process management structures in the organization

D. he contextual awareness to provide strong common sense judgement

View answer

Correct Answer: D

Question #72

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 City

B. Collaborate with the service desk staff to design improvements to the new processes

C. Be transparent and explain that non-compliance to procedures will lead to disciplinary action

D. Observe directly in order to understand who is not using the new procedures and why

View answer

Correct Answer: D

Question #73

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. o ensure that all changes to configuration items (Cis) are recorded in the configuration management system (CMS)

D. o deliver and manage IT services at agreed levels to business users

View answer

Correct Answer: D

Question #74

Which is the BEST example of the communication principle ‘communication is a two-way process’?

A. Passing on key messages from a briefing to a colleague who was unable to attend

B. Setting a calendar appointment for a team member’s performance appraisal

C. Sending a meeting agenda to all attendees before every meeting

D. Capturing issues raised by attendees at the end of a company briefing

View answer

Correct Answer: D

Question #75

A number of service desk staff do not like the planned improvements and have offered alternative solutions. The project manager has decided to involve them in the design and review process. This is an example of using which tactic?

A. Prioritize the change against other changes

B. Be open and honest

C. Create and communicate quick wins

D. Resistance is not always necessarily negative

View answer

Correct Answer: D

Question #76

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 City

A. Create a sense of urgency for the change

B. Demonstrate enough value to business

D. Maintain a focus on continual improvement

View answer

Correct Answer: D

Question #77

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 City

B. Carry out stakeholder analysis to determine which Optimsolv employees to survey

C. Directly observe impacted Optimsolv employees in their roles

D. Create a resistance management plan for Optimsolv employees

View answer

Correct Answer: A

Question #78

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 City

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

View answer

Correct Answer: B

Question #79

The project manager is writing a business case for the improvement. This business case explains how following the CSI approach will contribute to the improvement work. Which is a correct description of the purpose of a CSI step in this improvement work?

A. “Where are we now?” will document process issues that need to be resolved

B. ‘How do we get there?’ will specify the objectives and business case for the project

C. ‘What is the vision?’ will identify the best ITSM software tool to use

D. ‘Did we get there?’ will define measurable steps for the project

View answer

Correct Answer: A

Question #80

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The IT director

B. The process owner C

View answer

Correct Answer: B

Question #81

Which is an example of using the communication principle ‘timing and frequency matter’?

A. Repeating a training video in a variety of languages because there are staff in different countries

B. Creating a multi-media briefing to update all staff on major changes to organizational structure

C. Repeating a presentation to allow for the hours of work in a global organization

D. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities

View answer

Correct Answer: D

Question #82

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 City

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

View answer

Correct Answer: B

Question #83

Which is a responsibility of a customer within the service level management process?

A. Negotiate third party contracts

B. Measure service availability

C. upply good or services

D. gree Service level targets

View answer

Correct Answer: D

Question #84

Which of the following defines the level of protection in Information Security Management?

A. The IT Executive

B. The ISO27001 Standard

C. he Business

D. he Service Level Manager

View answer

Correct Answer: C

Question #85

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

A. Service strategy

B. Service transition planning and support

C. ervice level management

D. hange management

View answer

Correct Answer: B

Question #86

Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request

B. Reducing the time to compile service data

C. Monitoring service availability

D. Faster resource allocation

View answer

Correct Answer: B

Question #87

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 City

A. 1, 3 and 4

B. 1, 5 and 6

C. 2, 3 and 5

D. 2, 4 and 6

View answer

Correct Answer: C

Question #88

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. only

D. only

View answer

Correct Answer: D

Question #89

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. tandard Services are provided quickly and efficiently across the business

D. xpectations setting of all stakeholders for the services improved

View answer

Correct Answer: B

Question #90

How is a service delivered between departments of the same organization classified?

A. Internal service

B. External service C

View answer

Correct Answer: A

Question #91

Which role is accountable for a specific service within an organization?

A. The Service Level Manager

B. The Business Relationship Manager

C. he Service Owner

D. he Service Continuity Manager

View answer

Correct Answer: C

Question #92

Which is a supplier category?

A. Technical

B. Commodity

C. Customer

D. Resource

View answer

Correct Answer: C

Question #93

Which of the following is NOT a recognized example of a service provider type within the IT IL framework?

A. Internal

B. External

C. ervice desk

D. hared services unit

View answer

Correct Answer: C

Question #94

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. ,2 and 4 only

D. ll of the above

View answer

Correct Answer: A

Question #95

Contracts relating to an outsourced Data Centre would be managed by?

A. Service Desk

B. IT Operations Control C

View answer

Correct Answer: D

Question #96

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand management

B. Incident management

C. elease and deployment management

D. equest fulfillment

View answer

Correct Answer: D

Question #97

What are sources of best practice?

A. Customers, suppliers, advisors

B. Industry practices, academic research, training and education

C. ubstitutes, regulators, customers

D. ompetition, compliance, commitments

View answer

Correct Answer: B

Question #98

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 City

A. The CSI register, to properly define the timescale for implementation

B. The CSI register, to define who the improvement would be actioned by

C. The orientation worksheet, to understand the organizational vision

D. The orientation worksheet, to measure the success of the improvement

View answer

Correct Answer: D

Question #99

Which of the following are aspects of Service Design? (1)Architectures (2)Technology (3)Service Management processes (4)Metrics

A. 1 only

B. 2 and 3 only

C. ,2 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #100

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. ervice transition: Plan and prepare for deployment

D. ervice operation: IT operations management

View answer

Correct Answer: A

Question #101

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A. Availability management

B. Capacity management

C. esign coordination

D. elease management

View answer

Correct Answer: C

Question #102

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. Communications Approach: Critical Why: They are accountable for the project budget to build and support the new solution

B. Communications Approach: Significant Why: The data being shared on the new platform is critical to the technical team role

C. Communications Approach: Critical Why: Technical teams are the only people with the necessary skills to manage the new platform

D. Communications Approach: Significant Why: Continued support is required for the planning process and then support of the solution

View answer

Correct Answer: D

Question #103

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner

B. The process owner

C. he service owner

D. he process manager

View answer

Correct Answer: B

Question #104

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 City

A. Customer satisfaction with operational services

B. Ability to respond rapidly to customer demand for change

C. Stability and availability of services delivered to customers

D. Ability to resolve customer incidents quickly and effectively

View answer

Correct Answer: C

Question #105

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1)Progress (2)Effectiveness (3)Efficiency (4)?

A. Cost

B. Conformance

C. ompliance

D. apacity

View answer

Correct Answer: C

Question #106

A configuration model can be used to help (1)Assess the impact and cause of incidents and problems (2)Assess the impact of proposed changes (3)Plan and design new or changed services (4)Plan technology refresh and software upgrades

A. 1,2 and 3 only

B. All of the above

C. ,2 and 4 only

D. and 4 only

View answer

Correct Answer: B

Question #107

What is the act of transforming resources and capabilities into valuable service better known as?

A. Service management

B. Incident management

C. esource management

D. ervice support

View answer

Correct Answer: A

Question #108

Which of the following are within the scope of service asset and configuration management? 1.Identification of configuration items (Cis) 2.Recording relationships between Cis 3.Recording and control of virtual Cis 4.Approving finance for the purchase of software to support service asset and configuration management

A. 1,2 and 3 only

B. All of the above

C. ,2 and 4 only

D. and 4 only

View answer

Correct Answer: A

Question #109

What is the primary focus of business capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. anagement, control and prediction of the end-to-end performance and capacity of the live, operational IT services

D. uture business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

View answer

Correct Answer: D

Question #110

Which is an example of an internal customer?

A. A customer who has a contract with an internet service provider for a broadband connection

B. The HR department whose payroll service is provided by their organization's IT department

C. n IT department that uses a network service obtained from a supplier

D. retail bank that outsources its infrastructure to a third-party supplier

View answer

Correct Answer: B

Question #111

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 City

A. Utilize the process flows already available in the ITSM toolset because this requires least rework and is the lowest cost option

B. Use the best of the current processes from each country because costs will be reduced if the same solution is accepted by all of them

C. Utilize the ITIL guidance as a framework for the new processes because this will improve support and achieve cost reduction

D. Replace all current processes with fully ITIL aligned versions because this will allow easy automation to cut costs

View answer

Correct Answer: C

Question #112

Which is the BEST example of the communication principle ‘communication is a two-way process’?

A. Passing on key messages from a briefing to a colleague who was unable to attend

B. Setting a calendar appointment for a team member’s performance appraisal

C. Sending a meeting agenda to all attendees before every meeting

D. Capturing issues raised by attendees at the end of a company briefing

View answer

Correct Answer: D

Question #113

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 operational services

B. Ability to respond rapidly to customer demand for change

C. Stability and availability of services delivered to customers

D. Ability to resolve customer incidents quickly and effectively

View answer

Correct Answer: C

Question #114

Which of the following does the Availability Management process include? (1)Ensuring services are able to meet availability targets (2)Monitoring and reporting actual availability (3)Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only

B. All of the above

C. and 2 only

D. and 3 only

View answer

Correct Answer: B

Question #115

What is NOT within the scope of service catalogue management?

A. Contribution to the definition of services

B. Interfaces between all services and supporting services

C. Interfaces between the service catalogue and service portfolio

D. Fulfilment of business service requests

View answer

Correct Answer: C

Question #116

Which function or process would provide staff to monitor events in an operations bridge?

A. Technical management

B. IT operations management

C. equest fulfillment

D. pplications management

View answer

Correct Answer: B

Question #117

Which of the following BEST describes a Change Authority?

A. The Change Advisory Board

B. A person that provides formal authorization for a particular type of change

C. role, person or a group of people that provides formal authorization for a particular type of change

D. he Change Manager who provides formal authorization for each change

View answer

Correct Answer: C

Question #118

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 City

A. “I am part of an important company initiative”

B. “I can use the opportunity to learn valuable new skills”

C. “Optimsolv gets ISO/IEC 20000 certification”

D. “GCITS achieves its corporate goals”

View answer

Correct Answer: C

Question #119

Which is an important principle of communication in service operation?

A. Information should always be communicated

B. It has an intended purpose or a resultant action

C. Meetings are always the best method of communication

D. It is stored in the configuration management system

View answer

Correct Answer: C

Question #120

Which process analyzes services that are no longer viable and determines when they should be retired?

A. Change management

B. Service portfolio management

C. ervice level management

D. usiness relationship management

View answer

Correct Answer: B

Question #121

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. o design and build processes which will meet business needs

D. o deliver and manage IT services at agreed levels to business users and customers

View answer

Correct Answer: D

Question #122

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. 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

View answer

Correct Answer: B

Question #123

What BEST describes the value of service design to the business?

A. It supports the creation of a portfolio of quantified services

B. It reduces total cost of ownership (TCO) of services

C. t improves the control of service assets and configurations

D. t provides quick and effective access to standard services

View answer

Correct Answer: B

Question #124

What should a release policy include?

A. The process owner and process manager for each type of release

B. The roles and responsibilities for incident and problem resolution

C. The naming convention and expected frequency of each type of release

D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

View answer

Correct Answer: A

Question #125

Which one of the following is NOT a characteristic of a process?

A. It is measureable

B. It delivers specific results

C. t responds to specific events

D. t structure an organization

View answer

Correct Answer: D

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