Conquer the ITIL 4 Foundation Exam with Comprehensive Study Materials

Question #1

What are customers of IT services who work in the same organization as the service provider known as?

A. trategic customers

B. xternal customers

C. alued customers

D. nternal customers

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Correct Answer: D

Question #2

The BEST description of an incident is:

A. n unplanned disruption of service unless there is a backup to that service

B. n unplanned interruption to service or a reduction in the quality of service

C. ny disruption to service whether planned or unplanned

D. ny disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

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Correct Answer: B

Question #3

Which of the following is NOT a purpose of Service Transition?

A. o ensure that a service can be managed, operated and supported

B. o provide training and certification in project management

C. o provide quality knowledge of Change, Release and Deployment Management

D. o plan and manage the capacity and resource requirements to manage a release

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Correct Answer: B

Question #4

Which statement about the 'optimize and automate' guiding principle is CORRECT?

A. Activities should be automated before they are optimized

B. Automation is best applied to non-standard tasks

C. Technology eliminates the need for human intervention

D. Automation frees human resources for more complex activities

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Correct Answer: D

Question #5

To add value to the business, what are the four reasons to monitor and measure?

A. Validate; Direct; Justify; Improve

B. Evaluate; Diagnose; Justify; Intervene

C. Validate; Direct; Justify; Intervene

D. Evaluate; Direct; Justify; Improve

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Correct Answer: C

Question #6

What is the primary focus of business capacity management?

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

B. eview 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

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Correct Answer: D

Question #7

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

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Correct Answer: D

Question #8

What varies in size and complexity, and uses functions to achieve its objectives?

A. A risk

B. An organization

C. A practice

D. An outcome

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Correct Answer: B

Question #9

Which of the following CANNOT be stored and managed by a tool?

A. nowledge

B. ata

C. nformation

D. isdom

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Correct Answer: D

Question #10

What is the PRIMARY use of a change schedule?

A. To support the 'incident management' practice and improvement planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

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Correct Answer: C

Question #11

Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the service desk for service requests

B. Web front-end

C. Menu-driven range of self-help and service requests

D. A direct interface into the back-end process-handling software

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Correct Answer: A

Question #12

Which of the following actions are you likely to take when closing a problem?1. Close any related incident records2. Check that the problem record contains a full historical description of all events

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

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Correct Answer: C

Question #13

Which is included in the purpose of the 'deliver and support' value chain activity?

A. Meeting stakeholder expectations for time to market

B. Understanding the organization's service vision

C. Understanding stakeholder needs

D. Providing services to agreed specifications

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Correct Answer: D

Question #14

Which of the following is the best definition of service management?

A. The ability to keep services highly available to meet the business needs

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. A complete set of all the documentation required todeliver world class services to customers

D. An internationally recognized methodology to provide valuable services to customers

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Correct Answer: B

Question #15

In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?

A. Setting measurement targets

B. Taking measurements and recording metrics

C. Baseline assessments

D. Service and process improvements

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Correct Answer: D

Question #16

One of the five major aspects of Service Design is the design of the service solutions. It includes?

A. equirements, resources and capabilities needed and agreed

B. nly requirements needed and agreed

C. nly capabilities needed and agreed

D. nly resources and capabilities needed

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Correct Answer: A

Question #17

Which of these statements about Service Desk staff is CORRECT?

A. ervice Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. ervice Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

C. he Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

D. he Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

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Correct Answer: C

Question #18

Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Reduction in the duration and frequency of service outages

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

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Correct Answer: C

Question #19

Which of the following would be defined as part of every process?1 Roles2 Activities3 Functions4 Responsibilities

A. 1, 2 and 4 only

B. All of the other alternatives apply

C. 2 and 4 only

D. 1 and 3 only

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Correct Answer: A

Question #20

Which of the following statements describes the objectives of service asset and configuration management?1. To identify, control, report and verify service assets and configuration items (CIs) 2. To account for, manage and protect the integrity of service assets and configuration items3. To establish and maintain an accurate and complete configuration management system4. To document all security controls together with their operation and maintenance

A. and 2 only

B. , 2, and 3 only

C. , 3 and 4 only

D. ll of the above

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Correct Answer: A

Question #21

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

A. ser

B. ustomer

C. upplier

D. dministrator

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Correct Answer: B

Question #22

Availability management is directly responsible for the availability of which of the following?

A. T services and components

B. T services and business processes

C. omponents and business processes

D. T services, components and business processes

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Correct Answer: A

Question #23

Which practice recommends using tools for collaboration and the automated matching of symptoms?

A. Problem management

B. Service level management

C. Incident management

D. Service request management

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Correct Answer: C

Question #24

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. he service level management

B. he IT service continuity management

C. he service catalogue management

D. he supplier management

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Correct Answer: D

Question #25

Which statement about service relationship management is CORRECT?

A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service provider

C. It requires co-operation of both the service provider and service consumer

D. It focuses on the fulfilment of the agreed service actions

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Correct Answer: C

Question #26

Which one of the following do technology metrics measure?

A. omponents

B. rocesses

C. he end-to-end service

D. ustomer satisfaction

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Correct Answer: A

Question #27

Which of the following activities are performed by a service desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changes

A. ll of the above

B. , 2 and 3 only

C. and 4 only

D. and 4 only

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Correct Answer: B

Question #28

Which Service Design process makes the most use of data supplied by Demand Management?

A. IT Service Continuity Management

B. Service Level Management

C. Service Catalogue Management

D. Capacity Management

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Correct Answer: D

Question #29

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

A. Demand Management

B. Availability Management

C. Financial Management

D. Service Level Management

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Correct Answer: A

Question #30

Which two elements of financial management for IT services are mandatory?

A. udgeting and charging

B. ccounting and charging

C. udgeting and accounting

D. osting and charging

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Correct Answer: C

Question #31

Identify the missing words in the following sentence:A user is [?] that uses services.

A. an organization

B. a role

C. a team

D. a supplier

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Correct Answer: B

Question #32

Which describes the utility of a service?

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

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Correct Answer: D

Question #33

Why is Service Management so important to IT service providers?

A. The success of many businesses depends upon the quality of their IT

B. It’s the only way to manage IT in the Internet age

C. It’s contained within the IT Infrastructure Library

D. It’s the first non-proprietary initiative for the management of IT systems

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Correct Answer: A

Question #34

Which of the following is the BEST reason for categorizing incidents?

A. o establish trends for use in problem management and other IT service management(ITSM) activities

B. o ensure service levels are met and breaches of agreements are avoided

C. o enable the incident management database to be partitioned for greater efficiency

D. o identify whether the user is entitled to log an incident for this particular service

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Correct Answer: A

Question #35

An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.Which technique can be used to overcome this challenge?

A. larifying definition of done

B. ntroducing a push system

C. ncreasing batch sizes

D. imiting work-in-progress

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Correct Answer: D

Question #36

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. ategorization

B. etection

C. rioritization

D. scalation

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Correct Answer: A

Question #37

Which statement about the 'change enablement' practice is CORRECT?

A. Service requests are usually normal changes that can be implemented quickly without authorization

B. Emergency changes are changes that must be fully tested and fully documented prior to implementation

C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

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Correct Answer: D

Question #38

What guidance does ITIL give on the frequency of production of service reporting?

A. ervice reporting intervals must be defined and agreed with the customers

B. eporting intervals should be set by the service provider

C. eports should be produced weekly

D. ervice reporting intervals must be the same for all services

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Correct Answer: A

Question #39

Exhibit: * Missing*Which is the correct combination of Service Management terms across the Lifecycle?

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

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

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

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

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Correct Answer: C

Question #40

Which one of the following is concerned with policy and direction?

A. Capacity management

B. Governance

C. Service design

D. Service level management

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Correct Answer: B

Question #41

Which of the following service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun

A. , 2 and 4 only

B. , 3 and 4 only

C. , 3 and 4 only

D. , 2and 3 only

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Correct Answer: A

Question #42

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

A. The Information Management System

B. The Known Error Database

C. The Asset Register

D. The Service Knowledge Management System

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Correct Answer: D

Question #43

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. Supplier

D. Administrator

View answer

Correct Answer: B

Question #44

Which of the following is NOT an objective of problem management?

A. inimizing the impact of incidents that cannot be prevented

B. reventing problems and resulting incidents from happening

C. liminating recurring incidents

D. estoring normal service operation as quickly as possible

View answer

Correct Answer: D

Question #45

How many numbered steps are in the continual service improvement (CSI) process?

A. 11

B. 4

C. 7

D. 6

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Correct Answer: C

Question #46

Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Support the creation of a portfolio of quantified services

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #47

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. A service option

B. A service transition package (STP)

C. A service design package (SDP)

D. A service charter

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Correct Answer: C

Question #48

See the Scenario for additional information.

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 #49

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

A. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

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Correct Answer: B

Question #50

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A. Information security management

B. Continual improvement

C. Monitoring and event management

D. Service level management

View answer

Correct Answer: A

Question #51

Which one of the following functions would be responsible for the management of a data centre?

A. echnical management

B. ervice desk

C. pplication management

D. acilities management

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Correct Answer: D

Question #52

How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe

B. Assess the availability of the appropriate support team

C. Use an agreed classification which is based on the business impact of the incident

D. Create an order of incidents based on the dates and times when they were logged

View answer

Correct Answer: C

Question #53

Which process would maintain policies, standards and models for service transition activities and processes?

A. hange management

B. apacity management

C. ervice transition planning and support

D. elease management

View answer

Correct Answer: C

Question #54

In service relationships what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

B. It provides shared service expectations

C. It removes constraints from the customer

D. It enables a common definition of value

View answer

Correct Answer: A

Question #55

Which is a purpose of release management?

A. To protect the organization's information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

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Correct Answer: C

Question #56

See the Scenario for additional information.

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: C

Question #57

Which process is responsible for ensuring that appropriate testing takes place?

A. nowledge management

B. elease and deployment management

C. ervice asset and configuration management

D. ervice level management

View answer

Correct Answer: B

Question #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

View answer

Correct Answer: C

Question #59

Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

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Correct Answer: B

Question #60

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

A. nly manage Incidents effectively through 1st and 2nd line

B. nly manage Incidents effectively through the 1st line

C. nly manage Incidents effectively at the 3rd line

D. anage Incidents effectively through 1st, 2nd and 3rd line

View answer

Correct Answer: D

Question #61

Which practice includes management of workarounds and known errors?

A. Monitoring and event management

B. Service configuration management

C. Problem management

D. Incident management

View answer

Correct Answer: C

Question #62

Which of the following BEST describes a Service Request?

A. A request from a User for information or advice, or for a Standard Change

B. Anything that the customer wants and is prepared to pay for

C. Any request or demand that is entered by a user via a Self-Help web-based interface

D. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting

View answer

Correct Answer: A

Question #63

Which of the following should be considered when designing measurement systems, methods and metrics?1. The services2. The architectures3. The configuration items4. The processes

A. , 2 and 3 only

B. , 3 and 4 only

C. , 3 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #64

Which statement BEST represents the guidance on incident logging?

A. ncidents must only be logged if a resolution is not immediately available

B. nly incidents reported to the service desk can be logged

C. ll incidents must be fully logged

D. he service desk decide which incidents to log

View answer

Correct Answer: C

Question #65

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

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

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

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

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

View answer

Correct Answer: C

Question #66

Which value chain activity ensures that service components meet agreed specifications?

A. Plan

B. Design and transition

C. Obtain/build

D. Deliver and support

View answer

Correct Answer: C

Question #67

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

View answer

Correct Answer: B

Question #68

Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?

A. Service Strategy

B. Service Transition

C. Service Operation

D. Continual Service Improvement

View answer

Correct Answer: C

Question #69

In terms of adding value to the business, which of the following describes Service Operation's contribution?

A. The cost of the service is designed, predicted and validated

B. Service value is modelled

C. Service value is actually seen by customers

D. Measures for optimization are identified

View answer

Correct Answer: C

Question #70

What is the PRIMARY process for strategic communication with the service provider's customers?

A. ervice catalogue management

B. ervice portfolio management

C. ervice desk

D. usiness relationship management

View answer

Correct Answer: D

Question #71

Which is an example of a business related measurement?

A. The number of passengers checked in

B. The average time to respond to change requests

C. The average resolution time for incidents

D. The number of problems resolved

View answer

Correct Answer: A

Question #72

Which of the following areas would technology help to support during the service lifecycle?1.Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process design

A. 2, 3 and 4 only

B. 1, 3 and 4 only

C. 1, 2 and 3 only

D. All of the above

View answer

Correct Answer: D

Question #73

Which process is responsible for the availability, confidentiality and integrity of data?

A. ervice catalogue management

B. ervice asset and configuration management

C. hange management

D. nformation security management

View answer

Correct Answer: D

Question #74

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.Which guiding principle recommends that the unnecessary work should be eliminated?

A. Keep it simple and practical

B. Think and work holistically

C. Start where you are

D. Progress iteratively with feedback

View answer

Correct Answer: A

Question #75

Which is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers

C. Providing good-quality updates when expected

D. Automating service requests to the greatest degree possible

View answer

Correct Answer: C

Question #76

The BEST description of the purpose of Service Operation is?

A. To design and build processes that will meet business needs

B. To deliver and support IT Services at agreed levels to business users and customers

C. To decide how IT will engage with suppliers during the Service Management Lifecycle

D. To proactively prevent all outages to IT Services

View answer

Correct Answer: B

Question #77

Which of the following are managed by facilities management?1. Hardware within a data centre or computer room2. Applications 3. Power and cooling equipment4. Recovery sites

A. , 2 and 3 only

B. ll of the above

C. , 3 and 4 only

D. and 3 only

View answer

Correct Answer: C

Question #78

Which of the following is NOT one of the five individual aspects of service design?

A. The design of the service portfolio, including the service catalogue

B. The design of new or changed services

C. The design of market spaces

D. The design of the technology architectures

View answer

Correct Answer: C

Question #79

What can be described as an operating model for the creation and management of products and services?

A. Governance

B. Service value chain

C. Guiding principles

D. Practices

View answer

Correct Answer: B

Question #80

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United Statesof 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 I

A. ustomer satisfaction with operational services

B. bility to respond rapidly to customer demand for change

C. tability and availability of services delivered to customers

D. bility to resolve customer incidents quickly and effectively

View answer

Correct Answer: C

Question #81

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 fulfilment workflow

D. To set user expectations for fulfilment times

View answer

Correct Answer: C

Question #82

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

B. Ensure that risks have been properly assessed

C. Record and report selected changes of state

D. Plan and manage the full lifecycle of all IT assets

View answer

Correct Answer: B

Question #83

Which of the following are sources of best practice?1. Academic research2. Internal experience3. Industry practices

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #84

Which of the following BEST describes partners'in the phrase people, processes, products and partners"?

A. uppliers, manufacturers and vendors

B. ustomers

C. nternal departments

D. he facilities management function

View answer

Correct Answer: A

Question #85

Which of the following should be documented in an incident model?1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incident

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: B

Question #86

What can be used to determine if a service is 'fit for purpose'?

A. Availability

B. Warranty

C. Outcome

D. Utility

View answer

Correct Answer: D

Question #87

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A. Extreme focus on cost

B. Extreme focus on quality

C. Excessively proactive

D. Excessively reactive

View answer

Correct Answer: A

Question #88

Which of the following are responsibilities of a Service Level Manager?1. Agreeing targets in Service Level Agreements2. Designing the service so it can meet the targets3. Ensuring all needed contracts and agreements are in place

A. and 3 only

B. ll of the above

C. and 3 only

D. and 2 only

View answer

Correct Answer: A

Question #89

Which of the following are responsibilities of a Service Level Manager? 1. Agreeing targets in Service Level Agreements2. Designing technology architectures to support the service3. Ensuring required contracts and agreements are in place

A. All of the above

B. 2 and 3 only

C. 1 and 2 only

D. 1 and 3 only

View answer

Correct Answer: D

Question #90

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

A. t is measureable

B. t delivers specific results

C. t responds to specific events

D. t structure an organization

View answer

Correct Answer: D

Question #91

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 visibility

View answer

Correct Answer: B

Question #92

Typically the decision on what should be the lowest level of CI recorded is influenced mostly by:

A. The reliability of the CIs

B. The level at which components will be independently changed

C. The suitability of the available software to hold the information

D. The availability of spares for CIs

View answer

Correct Answer: B

Question #93

The difference between service metrics and technology metrics is BEST describes as?

A. service metrics measure each of the service management processes; technology metrics measure the infrastructure

B. service metrics measure maturity and cost; technology metrics measure efficiency and effectiveness

C. service metrics measure the end to end service; technology metrics measure individual components

D. Service metrics measure processes and functions; technology metrics measure server and network availability

View answer

Correct Answer: C

Question #94

Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs

B. It is a value chain activity

C. It integrates practices for a specific scenario

D. It is used to provide governance

View answer

Correct Answer: C

Question #95

Which of the following identifies the purpose of design coordination?

A. rovide a single point of control for all activities and processes within the service design stage of the lifecycle

B. nsuring all service designs have availability designed into them

C. esigning of all the links between every service design process and all other processes in the service lifecycle

D. ontrol of all supplier relationships from design right through to the production environment

View answer

Correct Answer: A

Question #96

Which TWO statements about the guiding principles are CORRECT?1. The guiding principles support continual improvement2. Each guiding principle applies to a selection of the available stakeholder groups3. Organizations should decide which one of the guiding principles is relevant to them4. Organizations should consider how the guiding principles interact with each other

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #97

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. onfiguration baseline

B. roject baseline

C. hange baseline

D. sset baseline

View answer

Correct Answer: A

Question #98

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A. n agreement with an individual customer group, covering all the services that they use

B. n agreement that covers one service for a single customer

C. n agreement that covers service specific issues in a multi-level SLA structure

D. n agreement that covers one service for all customers of that service

View answer

Correct Answer: D

Question #99

Which of the following is MOST concerned with the design of new or changed services?

A. hange management

B. ervice transition

C. ervice strategy

D. ervice design

View answer

Correct Answer: D

Question #100

An organization is designing a survey to assess the needs and expectations of its staff. What is this an example of?

A. CI/CD

B. Integration and data sharing

C. Customer-orientation

D. Employee satisfaction management

View answer

Correct Answer: D

Question #101

How should the seven guiding principles be combined when an organization is making a decision?

A. By using all the guiding principles equally when making any decision

B. By using the one or two guiding principles that are most relevant to the specific decision

C. By using the focus on value' principle and one or two others that are relevant to the specific decision

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

View answer

Correct Answer: D

Question #102

Why is a meeting notes template used?

A. o record meeting objectives while the meeting is in progress

B. o help the meeting chairperson to capture key details

C. o ensure that the meeting runs to planned timings

D. o ensure the correct participants attend the meeting

View answer

Correct Answer: A

Question #103

Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?1. Identifying configuration of user desktop PCs when Incidents are logged2. Control of user desk-top PCs3. Create and use diagnostic scripts4. Dashboard type technology

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 2, 3 and 4 only

View answer

Correct Answer: B

Question #104

Which value chain activity ensures that products deliver stakeholder expectations for quality?

A. esign and transition

B. ngage

C. btain/build

D. lan

View answer

Correct Answer: A

Question #105

Which is a risk that might be removed from a service consumer by an IT service?

A. Service provider ceasing to trade

B. Security breach

C. Failure of server hardware

D. Cost of purchasing servers

View answer

Correct Answer: C

Question #106

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A. The ECAB considers every high priority Request for Change

B. Amongst the duties of the ECAB is the review of completed emergency changes

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

D. The ECAB will be chaired by the IT Director

View answer

Correct Answer: C

Question #107

Which of the following models would be MOST useful in helping to define an organizational structure?

A. ACI model

B. ervice Model

C. ontinual Service improvement (CSI) model

D. he Deming Cycle

View answer

Correct Answer: A

Question #108

Which dimension considers the application of artificial intelligence to service management?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #109

Which of the following does the Availability Management process include:1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only

B. All of the above

C. 1 and 2 only

D. 1 and 3 only

View answer

Correct Answer: B

Question #110

Which of the following statements is CORRECT?1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation2. All of the phases of the lifecycle are concerned with the value of IT services

A. oth of the above

B. either of the above

C. only

D. only

View answer

Correct Answer: C

Question #111

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 fulfilment workflow

D. To set user expectations for fulfilment times

View answer

Correct Answer: C

Question #112

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?1. Details of failed changes2. Updates to the change schedule3. Reviews of completed changes

A. ll of the above

B. and 2only

C. and 3 only

D. and 3 only

View answer

Correct Answer: A

Question #113

Which skill is required by the 'service level management' practice?

A. Supplier management

B. Technical expertise

C. Event monitoring

D. Problem management

View answer

Correct Answer: A

Question #114

Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single function

A. oth of the above

B. only

C. either of the above

D. only

View answer

Correct Answer: B

Question #115

Which role approves the cost of services?

A. User

B. Change authority

C. Sponsor

D. Customer

View answer

Correct Answer: C

Question #116

See the Scenario for additional information.CruiseAlong CarsCruiseAlong 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 IT

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

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

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

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

View answer

Correct Answer: C

Question #117

What is a service?

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C. A tangible or intangible deliverable of an activity

D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

View answer

Correct Answer: B

Question #118

A process owner is responsible for which of the following?1. Defining the process strategy2. Assisting with process design3. Improving the process4. Performing all activities involved in a process

A. , 3 and 4 only

B. ll of the above

C. , 2 and 3 only

D. , 2 and 4 only

View answer

Correct Answer: C

Question #119

Which process is responsible for ensuring that appropriate testing takes place?

A. nowledge management

B. elease and deployment management

C. ervice asset and configuration management

D. ervice level management

View answer

Correct Answer: B

Question #120

Which Function would provide staff to monitor events in a Network Operations Centre?

A. T Operations Management

B. pplications Management

C. ervice Desk

D. echnical Management

View answer

Correct Answer: A

Question #121

Which process is responsible for providing the rights to use an IT service?

A. ncident management

B. ccess management

C. hange management

D. equest fulfillment

View answer

Correct Answer: B

Question #122

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

View answer

Correct Answer: B

Question #123

What is the purpose of the 'deployment management' practice?

A. To make new and changed services and features available for use

B. To move new or changed components to live environments

C. To plan and manage the full lifecycle of all IT assets

D. To protect the information needed by the organization to conduct its business

View answer

Correct Answer: B

Question #124

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A. Restricting information about the improvement to essential stakeholders only

B. Increasing collaboration and visibility for the improvement

C. Involving customers after all planning has been completed

D. Engaging every stakeholder group in the same way, with the same communication

View answer

Correct Answer: B

Question #125

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A. ervice transition planning and support

B. esign coordination

C. ervice level management

D. hange management

View answer

Correct Answer: B

Question #126

Which of the following would you expect to find documented in an Incident Model?1. The Service Level Agreement pertaining to the incident2. Chronological order of steps to resolve the incident

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

View answer

Correct Answer: B

Question #127

Which is a purpose of the 'relationship management' practice?

A. To systematically observe services and service components

B. To protect the information needed by the organization to conduct its business

C. To be the entry point and single point of contact for the service provider with all of its users

D. To identify, analyze, monitor, and continually improve links with stakeholders

View answer

Correct Answer: D

Question #128

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A. ervice level management

B. inancial management

C. emand management

D. isk management

View answer

Correct Answer: B

Question #129

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

A. ervice Strategy

B. ontinual Service Improvement

C. ervice Operation

D. ervice Design

View answer

Correct Answer: B

Question #130

Scenario -Vision Media is an international media organization, operating variouslines of business including:-> Film Production-> Television (production and delivery of their own channel in the United StatesVisionOne)-> Print media (including newspapers in 15 countries)-> Online AdvertisingThe organization has recently been restructured, and now iscomprised of the following companies and departments:-> Vision Films (production of movies and television shows)-> VisionOne (television channel)-> VisionNews (coo

A. The design of a quality Access Management process will need toconsider the current state of IT Service Management that exists withinthe IT department, as well as the organizational requirements ofVision Media in general

B. The design of an efficient Access Management process will need toaccount for the existing IT Service Management processes alreadyimplemented within the IT department, as well as the HumanResource requirements of Vision Media in general

C. It is important that the implementation of Access Managementconsiders a number of key interfaces with existing IT ServiceManagement processes, as well as other business processes, toensure success and satisfaction of its defined objectives

D. Access Management will need to be implemented in isolation fromexisting IT Service Management processes already in place at VisionMedia so that its integrity can be ensured

View answer

Correct Answer: C

Question #131

Which two elements of financial management for IT services are mandatory?

A. udgeting and charging

B. ccounting and charging

C. udgeting and accounting

D. osting and charging

View answer

Correct Answer: C

Question #132

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A. Incidents

B. Problems

C. Events

D. Requests

View answer

Correct Answer: C

Question #133

Which of the following statements is INCORRECT?

A. he Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

B. he SKMS is part of the Configuration Management System (CMS)

C. he SKMS can include data on the performance of the organization

D. he SKMS can include user skill levels

View answer

Correct Answer: B

Question #134

Which TWO are considered part of the 'organizations and people' dimension of service management?1. Systems of authority2. Culture3. Relationships between organizations4. Workflows

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #135

A Service design package (SDP) would normally be produced for which of the following?1. A new IT service2. A major change to an IT service3. An emergency change to an IT service4. An IT service retirement

A. , 3 and 4 only

B. , 2 and 4 only

C. one of the above

D. ll of the above

View answer

Correct Answer: B

Question #136

Which Functions are included in IT Operations Management?

A. Network Management and Application Management

B. Technical Management and Application Management

C. IT Operations Control and Facilities Management

D. Facilities Management and Technical Management

View answer

Correct Answer: C

Question #137

Which one of the following is concerned with policy and direction?

A. Capacity management

B. Governance

C. Service design

D. Service level management

View answer

Correct Answer: B

Question #138

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. vent management, incident management, problem management, request fulfilment, and access management

B. vent management, incident management, change management, and access management

C. ncident management, problem management, service desk, request fulfilment, and event management

D. ncident management, service desk, request fulfilment, access management, and event management

View answer

Correct Answer: A

Question #139

Which describes the utility of a service?

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

View answer

Correct Answer: D

Question #140

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

A. t should always be used to support direct observation

B. t should always be used instead of direct observation

C. easured data is always more accurate than direct observation

D. he act of measuring always positively impacts results

View answer

Correct Answer: A

Question #141

What is a change schedule PRIMARILY used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

View answer

Correct Answer: D

Question #142

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

View answer

Correct Answer: B

Question #143

Which of the following BEST describes a service request?

A. anything that the customer wants and is prepared to pay for

B. a request from a user for information, advice of for a standard change

C. any request or demand that is entered by a user via a self-help web-based interface

D. any request for change (RFC) that is low risk and can be approved by the change manager without a change advisory board (CAB) meeting

View answer

Correct Answer: B

Question #144

Which of the following statements about standard changes are CORRECT?1. The approach is pre-authorized2. The risk is usually low and well understood3. Details of the change will be recorded4. Some standard changes will be triggered by the request fulfillment process

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

View answer

Correct Answer: D

Question #145

Which of the following should be documented in an incident model?1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incident

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: B

Question #146

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A. Define measurable targets

B. Perform baseline assessments

C. Execute improvement actions

D. Evaluate measurements and metrics

View answer

Correct Answer: D

Question #147

Exhibit:Which of the following should be supported by technology?Please refer to the exhibit.

A. 1, 3 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. all of the alternatives apply

View answer

Correct Answer: D

Question #148

Which of the following is NOT a valid objective of Request Fulfillment?

A. To provide a channel for users to request and receive standard services

B. To update the Service Catalogue with services that may be requested through the Service Desk

C. To provide information to users about what services are available and how to request them

D. To source and deliver the components of standard services that have been requested

View answer

Correct Answer: B

Question #149

Which of the following is NOT a valid objective of problemmanagement?

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

View answer

Correct Answer: C

Question #150

Which process will regularly anal0yse incident data to identify discernible trends?

A. ervice level management

B. roblem management

C. 0hange management

D. vent management

View answer

Correct Answer: B

Question #151

Which one of the following is NOT an aim of the change management process?

A. o ensure the impact of changes are understood

B. o 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 #152

Which one of the following are the two primary elements that create value for customers?

A. alue on investment (VOI) and return on investment (ROI)

B. ustomer and user satisfaction

C. ervice requirements and warranty

D. esources and capabilities

View answer

Correct Answer: D

Question #153

Which of the following is NOT a valid attribute of a hardware CI?

A. A supplier’s part number

B. The cost of the item

C. A manufacturer’s serial number

D. The number of items held

View answer

Correct Answer: D

Question #154

Which of the following are basic concepts used in access management?

A. ersonnel, electronic, network, emergency, identity

B. ights, access, identity, directory services, service/service components

C. hysical, personnel, network, emergency, service

D. ormal, temporary, emergency, personal, group

View answer

Correct Answer: B

Question #155

Which practice would help a user gain access to an application that they need to use?

A. Service configuration management

B. Change enablement

C. Service request management

D. Service level management

View answer

Correct Answer: C

Question #156

Which is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers

C. Providing good-quality updates when expected

D. Automating service requests to the greatest degree possible

View answer

Correct Answer: C

Question #157

Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

C. Each value chain activity identifies a requirement for resources from an external supplier

D. The service value chain uses value streams to describe a combination of consumers and providers

View answer

Correct Answer: B

Question #158

To add value to the business, what are the four reasons to monitor and measure?

A. Validate; Direct; Justify; Intervene

B. Report; Manage; Improve; Extend

C. Manage; Monitor; Diagnose; Intervene

D. Plan; Predict; Report; Justify

View answer

Correct Answer: A

Question #159

Which process would you MOST expect to be involved in the management of underpinning contracts?

A. hange management

B. ervice catalogue management

C. upplier management

D. elease and deployment management

View answer

Correct Answer: C

Question #160

An insurance company generates sales from its website, from agents in a call center, and from third parties working for other financial service organizations. The product is very product is very popular and users are generally satisfied. The organization regularly collects and analysis data about service consumers, and this shows users have different levels of satisfaction, depending on how the product was sold.What should the insurance company consider NEXT to help resolve the situation?

A. Market relevance

B. Omnichannel delivery

C. Customer analytics

D. Customer feedback

View answer

Correct Answer: D

Question #161

Where would all the possible service improvement opportunities be recorded?

A. SI register

B. nown error database

C. apacity management information system

D. onfiguration management database

View answer

Correct Answer: A

Question #162

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

A. emand management

B. ncident management

C. elease and deployment management

D. equest fulfillment

View answer

Correct Answer: D

Question #163

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

A. Service Desk

B. Facilities Management

C. Technical Management

D. IT Operations Control

View answer

Correct Answer: B

Question #164

Which one of the following generates demand for services?

A. nfrastructure trends

B. atterns of business activity (PBA)

C. ost of providing support

D. ervice level agreements (SLA)

View answer

Correct Answer: B

Question #165

Which practice recommends using tools for collaboration and the automated matching of symptoms?

A. Problem management

B. Service level management

C. Incident management

D. Service request management

View answer

Correct Answer: C

Question #166

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. Resources and Capabilities

D. Utility and Warranty

View answer

Correct Answer: C

Question #167

When should a workaround be created?

A. As soon as possible, once the incident is logged

B. After the resolution of a problem

C. When a problem cannot be resolved quickly

D. When a potential permanent solution has been identified

View answer

Correct Answer: C

Question #168

Which statement about the 'incident management' practice is CORRECT?

A. It identifies the cause of major incidents

B. It authorizes changes to resolve incidents

C. It maintains detailed procedures for diagnosing incidents

D. It resolves the highest impact incidents first

View answer

Correct Answer: D

Question #169

Which are elements of the service value system?

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization

View answer

Correct Answer: B

Question #170

Which is NOT a purpose of Service Transition?

A. Ensure that a service can be managed, operated and supported

B. Provide quality knowledge of Change, Release and Deployment Mgmt

C. Plan and manage the capacity and resource requirements to manage a release

D. Provide training and certification in project management

View answer

Correct Answer: D

Question #171

Which one of the following is the BEST definition ofthe term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together fora common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

View answer

Correct Answer: A

Question #172

Which of the following BEST describes the purpose of access management?

A. o provide a channel for users to request and receive standard services

B. rovides the rights for users to be able to use a service or group of services

C. o prevent problems and resulting Incidents from happening

D. o detect security events and make sense of them

View answer

Correct Answer: B

Question #173

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. echnical management

B. mergencychange advisory board

C. rgent change board

D. rgent change authority

View answer

Correct Answer: B

Question #174

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 support the agreed quality of a service by handling all agreed, user-initiated service requests

D. To set clear business-based targets for service levels

View answer

Correct Answer: D

Question #175

One of the five major aspects of Service Design is the design of the service solutions. It includes?

A. equirements, resources and capabilities needed and agreed

B. nly requirements needed and agreed

C. nly capabilities needed and agreed

D. nly resources and capabilities needed

View answer

Correct Answer: A

Question #176

Which of the following CANNOT be stored and managed by a tool?

A. nowledge

B. ata

C. nformation

D. isdom

View answer

Correct Answer: D

Question #177

Which of the following would be examined by a major problem review?1. Things that were done correctly2. Things that were done incorrectly 3. How to prevent recurrence4. What could be done better in the future

A. only

B. and 3 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #178

A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

A. High Utility and Low Warranty

B. High Utility and High Warranty

C. Low Utility and High Warranty

D. Low Utility and Low Warranty

View answer

Correct Answer: A

Question #179

Which of the following is NOT an objective of service transition?

A. o ensure that a service can be operated, managed and supported

B. o providetraining and certification in project management

C. o provide quality knowledge and information about services and service assets

D. o plan and manage the capacity and resource requirements to manage a release

View answer

Correct Answer: B

Question #180

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

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

B. o proactively prevent all outages to IT services

C. o design and build processes that 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 #181

What is the definition of an Alert?

A. type of Incident

B. warning that a threshold has been reached or that something has changed

C. n error message to the user of an application

D. n audit report that indicates areas where IT is not performing according to agreed procedures

View answer

Correct Answer: B

Question #182

Which of these statements about resources and capabilities is CORRECT?

A. esources are types of service asset and capabilities are not

B. esources and capabilities are both types of service asset

C. apabilities are types of service asset and resources are not

D. either capabilities nor resources are types of service asset

View answer

Correct Answer: B

Question #183

Identity and Rights are two major concepts involved in which one of the following processes?

A. Access Management

B. Demand Management

C. Facilities Management

D. Event Management

View answer

Correct Answer: A

Question #184

Which is an activity of 'problem identification'?

A. Analyzing information from software developers

B. Establishing problem workarounds

C. Analyzing the cause of problems

D. Establishing potential permanent solutions

View answer

Correct Answer: C

Question #185

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A. Plan

B. Improve

C. Design and transition

D. Deliver and support

View answer

Correct Answer: A

Question #186

Scenario -Brewsters is a toy factory that has been in business for 30 years.The company started with a small family run shop and has grownconsistently over the years. They are now supplying toy storesnationwide and are considered to be the primary supplier of childrenscollectable novelty erasers.Brewsters IT department is relatively small (currently 15 staff) butefficient. They have recently employed an IT Manager in an attemptto improve the management of the infrastructure, as well as moreeffective use of

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 Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident

C. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident

D. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem

View answer

Correct Answer: B

Question #187

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. ontinual service improvement

B. hange management

C. ervice level management

D. vailability management

View answer

Correct Answer: C

Question #188

Which statement about change authorities is CORRECT?

A. Change authorities are only required for authorizing emergency changes

B. Change authorities are assigned when each change is deployed

C. Change authorities are only required for authorizing normal changes

D. Change authorities are assigned for each type of change and change model

View answer

Correct Answer: D

Question #189

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A. Start where you are

B. Collaborate and promote visibility

C. Progress iteratively with feedback

D. Think and work holistically

View answer

Correct Answer: C

Question #190

Which practice provides a communications point for users to report operational issues, queries and requests?

A. Incident management

B. Continual improvement

C. Service desk

D. Relationship management

View answer

Correct Answer: C

Question #191

What can be described as an operating model for the creation and management of products and services?

A. Governance

B. Service value chain

C. Guiding principles

D. Practices

View answer

Correct Answer: B

Question #192

Which of the following is the BEST definition of an Incident?

A. warning that a threshold has been reached, something has changed, or a failure has occurred

B. n unplanned interruption to an IT service or reduction in the quality of an IT service

C. change of state which has significance for the management of a Configuration Item or IT Service

D. oss of ability to operate to specification, or to deliver the required output

View answer

Correct Answer: B

Question #193

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

A. o identify the leader who will fund the change

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

C. o determine risk levels presented by organizational culture

D. o identify whose support is needed for the change

View answer

Correct Answer: D

Question #194

Which are elements of the service value system?

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization

View answer

Correct Answer: B

Question #195

What are the categories of event described in the ITIL Service Operation book?

A. Informational, Warning, Exception

B. Informational, Scheduled,Normal

C. Scheduled, Unscheduled, Emergency

D. Warning, Reactive, Proactive

View answer

Correct Answer: A

Question #196

Within service design, what is the key outputhanded over to service transition?

A. easurement, methods and metrics

B. ervice design package

C. ervice portfolio design

D. rocess definitions

View answer

Correct Answer: B

Question #197

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.Which guiding principle recommends that the unnecessary work should be eliminated?

A. Keep it simple and practical

B. Think and work holistically

C. Start where you are

D. Progress iteratively with feedback

View answer

Correct Answer: A

Question #198

Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

A. Change enablement

B. Problem management

C. Information security management

D. Service configuration management

View answer

Correct Answer: C

Question #199

What do customer perceptions and business outcomes help to define?

A. he value of a service

B. overnance

C. otal cost of ownership (TCO)

D. ey performance indicators (KPIs)

View answer

Correct Answer: A

Question #200

Which one of the following do technology metrics measure?

A. omponents

B. rocesses

C. he end-to-end service

D. ustomer satisfaction

View answer

Correct Answer: A

Question #201

Which of the following statements is CORRECT?

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

B. he 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 #202

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. hange proposal

B. hange policy

C. ervice request

D. isk register

View answer

Correct Answer: A

Question #203

What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize

B. Diagnose, investigate, resolve

C. Initiate, approve, fulfil

D. Acknowledge, classify, own

View answer

Correct Answer: D

Question #204

The MAIN objective of Service Level Management is:

A. To carry out the Service Operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a Service Catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

View answer

Correct Answer: D

Question #205

A Service Level Agreement is?

A. he part of a contract that specifies responsibilities of each party

B. n agreement between the Service Provider and their customer

C. n agreement between a Service Provider and an external supplier

D. n agreement between the Service Provider and an internal organization

View answer

Correct Answer: B

Question #206

What can be used to determine if a service is 'fit for purpose'?

A. Availability

B. Warranty

C. Outcome

D. Utility

View answer

Correct Answer: D

Question #207

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

A. ervice strategy

B. ervice transition planning and support

C. ervice level management

D. hange management

View answer

Correct Answer: B

Question #208

The MAIN purpose of the service portfolio is to describe services in terms of?

A. business value

B. IT assets

C. service level requirements

D. functionality

View answer

Correct Answer: A

Question #209

What is the entry point or the first level of the V model?

A. ustomer / Business Needs

B. ervice Release

C. ervice Requirements

D. ervice Solution

View answer

Correct Answer: A

Question #210

What should a service always deliver to customers?

A. pplications

B. nfrastructure

C. alue

D. esources

View answer

Correct Answer: C

Question #211

Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk4. Follow the Sun

A. , 3 and 4 only

B. ,2 and 4 only

C. , 2 and 3 only

D. , 3 and 4 only

View answer

Correct Answer: B

Question #212

Which practice forms a link between the service provider and the users of services?

A. Change enablement

B. Service level management

C. Problem management

D. Service desk

View answer

Correct Answer: D

Question #213

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

A. ervices and Infrastructure

B. pplications and Infrastructure

C. esources and Capabilities

D. tility and Warranty

View answer

Correct Answer: C

Question #214

For an organization implementing the ITIL IT Service Management processes which of the following statements is most accurate?

A. The full benefits will only be realized if all IT staff are fully qualified in IT Service Management

B. The full benefits will only be realized if Incident & Problem Management processes are implemented first

C. The full benefits will only be realized if the business requirements are first ascertained and then the processes are implemented in an integrated way

D. The full benefits will only be realized if regular reviews are undertaken with customers

View answer

Correct Answer: C

Question #215

Which of these is a reason for categorizing incidents?

A. To identify whether the user is entitled to log an incident for this particular service

B. To ensure that the correct priority is assigned to the incident

C. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

D. To enable the incident management database to be partitioned for greater efficiency

View answer

Correct Answer: C

Question #216

Which of the following can include steps that will help to resolve an incident?1. Incident model2. Known error record

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: C

Question #217

Which role would you MOST expect to be involved in the management of underpinning contracts?

A. process manager

B. supplier manager

C. IT designer / architect

D. service catalogue manager

View answer

Correct Answer: B

Question #218

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

A. ervice Transition

B. ervice Design

C. ervice Strategy

D. ervice Operation

View answer

Correct Answer: B

Question #219

Which of the following statements BEST describes the aims of release and deployment management?

A. o build, test and deliver the capability to provide the services specified by service design

B. o ensure that each release package specified by service design consists of a set of related assets and service components

C. o ensure that all changes can be tracked, tested and verified if appropriate

D. o record and manage deviations, risks and issues related to the new or changed service

View answer

Correct Answer: A

Question #220

From the perspective of a service provider how does the digital product lifecycle start?

A. With the onboard mg of customers

B. With the exploration of market opportunities

C. With the co creation of value

D. With the offboarding of customers

View answer

Correct Answer: B

Question #221

The BEST description of the purpose of Service Operation is?

A. To decide how IT will engage with suppliers during the Service Management Lifecycle

B. To proactively prevent all outages to IT Services

C. To deliver and support IT Services at agreed levels to business users and customers

D. To design and build processes that will meet business needs

View answer

Correct Answer: C

Question #222

Which of the following identify the purpose of business relationship management?1. Toestablish and maintain a business relationship between service provider and customer2. To identify customer needs and ensure that the service provider is able to meet

A. Both of the above

B. 1 only

C. 2 only

D. Neither of the above

View answer

Correct Answer: A

Question #223

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. he service level management

B. he IT service continuity management

C. he service catalogue management

D. he supplier management

View answer

Correct Answer: D

Question #224

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?

A. e accountable for the outcome of an activity

B. erform an activity

C. e kept up-to-date on the progress of an activity

D. anage an activity

View answer

Correct Answer: C

Question #225

Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand

C. Continual improvement

D. Governance

View answer

Correct Answer: B

Question #226

What is a change schedule PRIMARILY used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

View answer

Correct Answer: D

Question #227

Which statement about standard changes is CORRECT?

A. A full assessment should be completed each time the change is implemented

B. The change can be implemented with less testing if necessary

C. The appropriate change authority should be assigned to each type of change

D. The change does not require additional authorization

View answer

Correct Answer: D

Question #228

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A. Process Manager

B. Service Catalogue Manager

C. Supplier Manager

D. IT Designer/Architect

View answer

Correct Answer: C

Question #229

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

View answer

Correct Answer: D

Question #230

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: A

Question #231

Which of the following is NOT an objective of Problem Management?

A. Minimising the impact of Incidents that cannot be prevented

B. Preventing Problems and resulting Incidents from happening

C. Eliminating recurring Incidents

D. Restoring normal service operation as quickly as possible and minimizing adverse impact on the business

View answer

Correct Answer: D

Question #232

Which of the following statement about the service owner is INCORRECT?

A. arries out the day-to-day monitoring and operation of the service they own

B. ontributes to continual improvement affecting the service they own

C. s a stakeholder in all of the IT processes which support the service they own

D. s accountable for a specific service within an organization

View answer

Correct Answer: A

Question #233

Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management

C. Problem management and incident management

D. Incident management and continual improvement

View answer

Correct Answer: C

Question #234

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services

B. It is mandatory that all changes are subject to design coordination activity

C. Only changes to business critical systems

D. Any change that the organization believes could benefit

View answer

Correct Answer: D

Question #235

In which document will the customers' initial service targets be documented before the Service Level Agreement (SLA) is produced?

A. Operational Level Agreement (OLA)

B. Service Level Requirements (SLR)

C. Service Catalogue

D. Configuration Management Database (CMDB)

View answer

Correct Answer: B

Question #236

A process owner is responsible for which of the following?1. Defining the process strategy2. Assisting with process design3. Improving the process4. Performing all activities involved in a process

A. , 3 and 4 only

B. ll of the above

C. , 2 and 3 only

D. , 2 and 4 only

View answer

Correct Answer: C

Question #237

Which guiding principle discourages 'silo activity'?

A. Focus on value

B. Start where you are

C. Collaborate and promote visibility

D. Keep it simple and practical

View answer

Correct Answer: C

Question #238

Which is considered by the 'partners and suppliers' dimension?

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities

D. Working with an integrator to manage relationships

View answer

Correct Answer: D

Question #239

See the Scenario for additional information.

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 #240

What is a RACI model used for?

A. Defining roles and responsibilities

B. Monitoring services

C. Performance analysis

D. Recording Configuration Items

View answer

Correct Answer: A

Question #241

Which is an activity of 'problem identification'?

A. Analyzing information from software developers

B. Establishing problem workarounds

C. Analyzing the cause of problems

D. Establishing potential permanent solutions

View answer

Correct Answer: C

Question #242

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

View answer

Correct Answer: C

Question #243

Which of the following questions does guidance in Service Strategy help answer?1. What services should we offer and to whom?2. How do we differentiate ourselves from competing alternatives?3. How do we truly create value for our customers?

A. 1 only

B. 2 only

C. 3 only

D. All of the above

View answer

Correct Answer: D

Question #244

Which of the following is the BEST definition of an Incident?

A. oss of ability to operate to specification, or to deliver the required output

B. change of state which has significance for the management of a Configuration Item or IT Service

C. warning that a threshold has been reached, something has changed, or a failure has occurred

D. n unplanned interruption to an IT service or reduction in the quality of an IT service

View answer

Correct Answer: D

Question #245

What is the PRIMARY use of a change schedule?

A. To support the 'incident management' practice and improvement planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

View answer

Correct Answer: C

Question #246

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

A. Evaluation

B. Early Life Support

C. Release Packaging and Build Manager

D. Service Test Manager

View answer

Correct Answer: B

Question #247

Which of the following options is a hierarchy that is used in knowledge management?

A. isdom - Information - Data - Knowledge

B. ata - Information - Knowledge - Wisdom

C. nowledge - Wisdom - Information - Data

D. nformation - Data - Knowledge - Wisdom

View answer

Correct Answer: B

Question #248

What can be described as an operating model for the creation and management of products and services?

A. Governance

B. Service value chain

C. Guiding principles

D. Practices

View answer

Correct Answer: B

Question #249

Which practice makes new services available for use?

A. Change enablement

B. Release management

C. Deployment management

D. IT asset management

View answer

Correct Answer: B

Question #250

See the scenario for additional informational.CruiseAlong CarsCruiseAlong 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 I

A. takeholder who receives the report: Service desk staffReport content: Customer satisfaction scores, Achievement of service availability targets

B. takeholder who receives the report: Service desk staffReport content: Achievement of service response targets, Root cause of outages

C. takeholder who receives the report: Senior executivesReport content: Customer satisfaction scores, Root cause of outages

D. takeholder who receives the report: Senior executivesReport content: Achievement of service desk response targets, Achievement of service availability targets

View answer

Correct Answer: D

Question #251

One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A. Only capabilities needed and agreed

B. Only resources and capabilities needed

C. Only requirements needed and agreed

D. Requirements, resources and capabilities needed and agreed

View answer

Correct Answer: D

Question #252

Which of the following sentences BEST describes a Standard Change?

A. change to the service provider's established policies and guidelines

B. pre-authorized change that has an accepted and established procedure

C. change that is made as the result of an audit

D. change that correctly follows the required change process

View answer

Correct Answer: B

Question #253

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational silos

C. Interfaces among practices

D. Organizational agility

View answer

Correct Answer: B

Question #254

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

A. Service Strategy

B. Service Transition

C. Service Design

D. Continual Service Improvement

View answer

Correct Answer: A

Question #255

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. change

B. change model

C. change request

D. change advisory board

View answer

Correct Answer: A

Question #256

Which will help solve incidents more quickly?

A. Target resolution times

B. Escalating all incidents to support teams

C. Collaboration between teams

D. Detailed procedural steps for incident investigation

View answer

Correct Answer: C

Question #257

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A. Incidents

B. Problems

C. Events

D. Requests

View answer

Correct Answer: C

Question #258

Which is a use of the change schedule?

A. Assigning resources to changes

B. Deciding the approval authority for changes

C. Automating the change process

D. Creating change models

View answer

Correct Answer: A

Question #259

IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A. Refuse the request because they must operate the service to meet the agreed service levels

B. Make a decision based on balancing stability and responsiveness

C. Accept the request as they must support customer business outcomes

D. They should escalate this decision to Service Strategy

View answer

Correct Answer: B

Question #260

What is recommended by the guiding principle 'progress iteratively with feedback'?

A. A current state assessment that is carried out at the start of an improvement initiative

B. The identification of all interested parts at the start of an improvement initiative

C. An improvement initiative that is broken into a number of manageable sections

D. An assessment of how all the parts of an organization will affect an improvement initiative

View answer

Correct Answer: C

Question #261

Which one of the following would NOT be defined as part of every process?

A. oles

B. nputs and outputs

C. unctions

D. etrics

View answer

Correct Answer: C

Question #262

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A. he Service Desk Manager

B. he Service Manager

C. he Request Fulfillment Process Manager

D. he Request Fulfillment Process Owner

View answer

Correct Answer: D

Question #263

Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

View answer

Correct Answer: A

Question #264

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change

B. A change model

C. A change request

D. A change advisory board

View answer

Correct Answer: A

Question #265

Which statement about the 'service request management' practice is CORRECT?

A. Service requests are fulfilled using simple workflows

B. A new workflow is created for each type of request

C. Additional approval is sometimes needed for restoration of service

D. Financial authorization is sometimes required for service requests

View answer

Correct Answer: D

Question #266

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 #267

Which is the correct definition of a customer facing service?

A. ne which directly supports the business processes of customers

B. service that cannot be allowed to fail

C. ne which is not covered by a service level agreement

D. service not directly used by the business

View answer

Correct Answer: A

Question #268

Which of the following statements is CORRECT?1) The only phase of the Service Management Lifecycle where value can be measured is ServiceOperation2) All of the phases of the lifecycle are concerned with the value of IT services

A. Both of the above

B. Neither of the above

C. 2 only

D. 1 only

View answer

Correct Answer: C

Question #269

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?1. Providing an understanding of what strategy is2. Ensuring a working relationship between the customer and service provider3. Defining how value is created

A. only

B. only

C. only

D. ll of the above

View answer

Correct Answer: D

Question #270

Consider the following list:1. Change authority2. Change manager3. Change advisory board (CAB)Which one of the following is the BEST description of the items above?

A. ob descriptions

B. unctions

C. eams

D. oles, people or groups

View answer

Correct Answer: D

Question #271

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

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

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

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

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

View answer

Correct Answer: B

Question #272

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. nly changes that introduce new services

B. t is mandatory that all changes are subject to design coordination activity

C. nly changes to business critical systems

D. ny change that the organization believes could benefit

View answer

Correct Answer: D

Question #273

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

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

B. rgency 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 #274

Which of the following is the correct definition of an outcome?

A. he results specific to the clauses in a service level agreement (SLA)

B. he result of carrying out an activity, following a process or delivering an IT service

C. ll the accumulated knowledge of the service provider

D. ll incidents reported to the service desk

View answer

Correct Answer: B

Question #275

Which of the following is NOT an objective of problem management?

A. minimizing the impact of incidents that cannot be prevented

B. eliminating recurring incidents

C. preventing problems and resulting incidents from happening

D. restoring normal service operation as quickly as possible and minimizing adverse impact on business

View answer

Correct Answer: D

Question #276

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A. Deployment management

B. Release management

C. Change control

D. Service configuration management

View answer

Correct Answer: C

Question #277

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

A. Collaborate and promote visibility

B. Start where you are

C. Focus on value

D. Keep it simple and practical

View answer

Correct Answer: A

Question #278

An organization identified activities that are performed by many different people who follow detailed procedures to ensure they carry out all the steps. The procedures are very clear, and if staff follow the exact steps in the procedure then the results are always good, but this takes a lot of time.

A. Simple automation

B. Complex automation

C. Intelligent automation

D. Technology replacement modernization

View answer

Correct Answer: A

Question #279

What is a change schedule PRIMARILY used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

View answer

Correct Answer: D

Question #280

Which statement about the 'service request management' practice is CORRECT?

A. Service requests are fulfilled using simple workflows

B. A new workflow is created for each type of request

C. Additional approval is sometimes needed for restoration of service

D. Financial authorization is sometimes required for service requests

View answer

Correct Answer: D

Question #281

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A. Focus on value

B. Start where you are

C. Think and work holistically

D. Keep it simple and practical

View answer

Correct Answer: C

Question #282

Which of the following is NOT an aim of the change management process?

A. Overall business risk is optimized

B. standardized methods and procedures are used for efficient and prompt handling of all changes

C. all budgets and expenditures are accounted for

D. all changes to service assets and configuration items (CIs) are recorded in the configuration management system

View answer

Correct Answer: C

Question #283

Which of the following is the BEST description of a centralised Service Desk?

A. There is a single desk in one location serving the whole organization

B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

C. The desk provides 24 hour global support

D. The desk is co-located within or physically close to the user community it serves

View answer

Correct Answer: A

Question #284

Which is a purpose of release management?

A. To protect the organization's information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

View answer

Correct Answer: C

Question #285

Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #286

What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize

B. Diagnose, investigate, resolve

C. Initiate, approve, fulfil

D. Acknowledge, classify, own

View answer

Correct Answer: D

Question #287

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

View answer

Correct Answer: B

Question #288

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

A. Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs

B. Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving

C. Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance

D. Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them

View answer

Correct Answer: C

Question #289

Which one of the following is it the responsibility of supplier management to negotiate and agree?

A. ervice level agreements (SLAs)

B. hird-party contracts

C. he service portfolio

D. perational level agreements (OLAs)

View answer

Correct Answer: B

Question #290

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Implement

B. Measure

C. Perform

D. Do

View answer

Correct Answer: D

Question #291

How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe

B. Assess the availability of the appropriate support team

C. Use an agreed classification which is based on the business impact of the incident

D. Create an order of incidents based on the dates and times when they were logged

View answer

Correct Answer: C

Question #292

What is an incident?

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

D. A service interruption resolved by the use of self-help tools

View answer

Correct Answer: D

Question #293

Which one of the following would NOT be defined as part of every process?

A. oles

B. nputs and outputs

C. unctions

D. etrics

View answer

Correct Answer: C

Question #294

Which Function would provide staff to monitor events in a Network Operations Centre?

A. T Operations Management

B. pplications Management

C. ervice Desk

D. echnical Management

View answer

Correct Answer: A

Question #295

What does 'change enablement' PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services

C. Changes to organizational structure

D. Changes to skills and competencies

View answer

Correct Answer: B

Question #296

Staff in an IT departmentare experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A. xtreme focus on cost

B. xtreme focus on responsiveness

C. endor focused

D. xtreme internal focus

View answer

Correct Answer: D

Question #297

What is a RACI model used for?

A. Performance analysis

B. Recording Configuration Items

C. Monitoring services

D. Defining roles and responsibilities

View answer

Correct Answer: D

Question #298

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

View answer

Correct Answer: A

Question #299

Which of the following processes are performed by the service desk?1 capacity management2 request management3 demand management4 incident management

A. 2 and 4 only

B. all of the alternatives apply

C. 2 only

D. 2, 3 and 4 only

View answer

Correct Answer: A

Question #300

Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. Availability Management

B. Service Level Management

C. Continual Service Improvement

D. Business Relationship Management

View answer

Correct Answer: B

Question #301

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

A. Resources and Capabilities

B. Services and Infrastructure

C. Utility and Warranty

D. Applications and Infrastructure

View answer

Correct Answer: A

Question #302

Consider the following list:1. Change authority2. Change manager3. Change advisory board (CAB)Which one of the following is the BEST description of the items above?

A. ob descriptions

B. unctions

C. eams

D. oles, people or groups

View answer

Correct Answer: D

Question #303

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A. Service request management

B. Service level management

C. Incident management

D. Change enablement

View answer

Correct Answer: C

Question #304

Which of the following are benefits to the business of implementingservice transition?1. Better reuse and sharing of assets across projects and resources2. Reduced cost to design new services3. Result in higher volume of successful changes

A. and 2 only

B. and 3 only

C. and 3 only

D. one of the above

View answer

Correct Answer: C

Question #305

Which of the following is step 1 in the 7 step improvement process?

A. Prepare for action

B. define what you should measure

C. where are we now?

D. Identify gaps in Service Level Agreement (SLA achievement)

View answer

Correct Answer: B

Question #306

Which value chain activity ensures that service components meet agreed specifications?

A. Plan

B. Design and transition

C. Obtain/build

D. Deliver and support

View answer

Correct Answer: C

Question #307

In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

B. It provides shared service expectations

C. It removes constraints from the customer

D. It enables a common definition of value

View answer

Correct Answer: A

Question #308

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

A. T Designer/Architect

B. rocess Manager

C. ervice Catalogue Manager

D. upplier Manager

View answer

Correct Answer: D

Question #309

Identify the missing word in the following sentence:A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A. utility

B. warranty

C. outcomes

D. outputs

View answer

Correct Answer: C

Question #310

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

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

View answer

Correct Answer: B

Question #311

What is defined as a change of state that has significance for the management of an IT service?

A. Event

B. Incident

C. Problem

D. Known error

View answer

Correct Answer: A

Question #312

Availability Management is responsible for availability of the:

A. ervices and Components

B. ervices and Business Processes

C. omponents and Business Processes

D. ervices, Components and Business Processes

View answer

Correct Answer: A

Question #313

Which processes review Underpinning Contracts on a regular basis?

A. Supplier Management and Service Level Management

B. Supplier Management and Demand Management

C. Demand Management and Service Level Management

D. Supplier Management, Demand Management and Service Level Management

View answer

Correct Answer: A

Question #314

The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:

A. Initial testing, Education and Awareness and Assurance

B. Education and Awareness, Review and Audit

C. Organization and Implementation Planning and Risk Reduction Measures

D. Business Impact Analysis, Risk Assessment and Business Continuity Strategy

View answer

Correct Answer: D

Question #315

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

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

B. o 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 #316

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. he change authorization board

B. he change advisory board

C. he change implementer

D. he change manager

View answer

Correct Answer: B

Question #317

Which costs are included in the value proposition of a service?

A. Additional expense that the service consumer has because they are using the service

B. Money that the service consumer no longer needs to spend because they are using the service

C. Tangible or intangible results for the service consumer because they are using the service

D. The benefits, usefulness, and importance of the service that are perceived by the service consumer

View answer

Correct Answer: B

Question #318

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-Act

B. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

C. There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement

D. The entire cycle should be repeated multiple times to implement Continual Improvement

View answer

Correct Answer: D

Question #319

Major Incidents require:

A. separate procedures

B. longer timescales

C. less urgency

D. less documentation

View answer

Correct Answer: A

Question #320

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A. Service desk

B. Service request management

C. Service level management

D. Service configuration management

View answer

Correct Answer: C

Question #321

Which of the following is NOT an objective of request fulfillment?

A. o provide information to users about what services are available and how to request them

B. o update the service catalogue with services that may be requested through the service desk

C. o provide a channel for users to request and receive standard services

D. o source and deliver the components of standard services that have been requested

View answer

Correct Answer: B

Question #322

Which of the following BEST describes technical management?

A. function responsibilities for facilities management and building control systems

B. function that provides hardware repair services for technology involved in the delivery of service to customers

C. enior managers responsibilities for all staff within the technical support function

D. function that includes providing technical expertise and overall management of the IT infrastructure

View answer

Correct Answer: D

Question #323

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 satisfaction4: Identifying possible future markets that the service provider could operate in

A. , 2 and 3 only

B. and 2 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: A

Question #324

Which of the following service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun

A. , 2 and 4 only

B. , 3 and 4 only

C. , 3 and 4 only

D. , 2and 3 only

View answer

Correct Answer: A

Question #325

How are target resolution times used in the 'incident management' practice?

A. They are agreed, documented, and communicated to help set user expectations

B. They are established, reviewed, and reported to ensure that customers are happy with the service

C. They are initiated, approved, and managed to ensure that predictable responses are achieved

D. They are scheduled, assessed and authorized to reduce the risk of service failures

View answer

Correct Answer: A

Question #326

Which practice is MOST likely to benefit from the use of chatbots?

A. Service level management

B. Change enablement

C. Continual improvement

D. Service desk

View answer

Correct Answer: D

Question #327

Which statement is CORRECT when considering a transformation to high velocity IT?

A. All organizations benefit from high velocity

B. High performance is usually part of the change

C. High-velocity IT should be applied throughout the organization

D. Customer-facing systems should be excluded from the change

View answer

Correct Answer: B

Question #328

Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request

B. Authorizing an emergency change

C. Logging a new problem

D. Investigating a major incident

View answer

Correct Answer: D

Question #329

Which of the following is NOT the responsibility of the Service Catalogue Manager?

A. Ensuring that information in the Service Catalogue is accurate

B. Ensuring that information within the Service Pipeline is accurate

C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

D. Ensuring that all operational services are recorded in the Service Catalogue

View answer

Correct Answer: B

Question #330

Which of these is NOT a responsibility of Application Management?

A. nsuring that the correct skills are available to manage the infrastructure

B. roviding guidance to IT Operations about how best to manage the application

C. eciding whether to buy or build an application

D. ssisting in the design of the application

View answer

Correct Answer: A

Question #331

Which of the following options is a hierarchy that is used in knowledge management?

A. isdom - Information - Data - Knowledge

B. ata - Information - Knowledge - Wisdom

C. nowledge -Wisdom - Information - Data

D. nformation - Data - Knowledge - Wisdom

View answer

Correct Answer: B

Question #332

Which of the following is NOT an objective of Service Operation?

A. Thorough testing, to ensure that services are designed to meet business needs

B. To deliver and support IT Services

C. To manage the technology used to deliver services

D. To monitor the performance of technology and processes

View answer

Correct Answer: A

Question #333

The leaders of an organization ate defining an approach to optimize its value streams and processes to create a more efficient way of working. What should this approach focus on?

A. Organizational agility

B. Organizational resilience

C. Elimination of waste

D. Uninterrupted delivery

View answer

Correct Answer: C

Question #334

Identify the missing words in the following sentence:The 'incident management' practice should maintain [?] for logging and managing incidents.

A. a dedicated team

B. a formal process

C. detailed procedures

D. a value chain activity

View answer

Correct Answer: B

Question #335

Check, Act and Plan are three of the stages of the Deming Cycle.Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

View answer

Correct Answer: A

Question #336

Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs

B. It is a value chain activity

C. It integrates practices for a specific scenario

D. It is used to provide governance

View answer

Correct Answer: C

Question #337

Which practice provides a communications point for users to report operational issues, queries and requests?

A. Incident management

B. Continual improvement

C. Service desk

D. Relationship management

View answer

Correct Answer: C

Question #338

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A. Service desk

B. Monitoring and event management

C. Service level management

D. Continual improvement

View answer

Correct Answer: D

Question #339

Scenario -The IT organization of a manufacturing company is carrying out an annual review of its service portfolio. There is limited budget available for the next year and some projects may be delayed or cancelled. The company has control of most of its IT services, however some are mandated by the company's corporate owners.The following services are under review:? Service 1: Web ordering service. This is a new service that will enable the company to fulfill its strategy to sell products on-line and increa

A. ervice 1 - invest

B. ervice 1 - promote to the service catalogue, project Service 2 - retain

C. ervice 1 - invest

D. ervice 1 - promote to the service catalogue

View answer

Correct Answer: C

Question #340

Which is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers

C. Providing good-quality updates when expected

D. Automating service requests to the greatest degree possible

View answer

Correct Answer: C

Question #341

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

A. nformational, scheduled, normal

B. cheduled, unscheduled, emergency

C. nformational, warning, exception

D. arning, reactive, proactive

View answer

Correct Answer: C

Question #342

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

A. Collaborate and promote visibility

B. Start where you are

C. Focus on value

D. Keep it simple and practical

View answer

Correct Answer: A

Question #343

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

View answer

Correct Answer: B

Question #344

Which of the following are responsibilities of a Service Level Manager?1. Agreeing targets in Service Level Agreements2. Designing the service so it can meet the targets3. Ensuring all needed contracts and agreements are in place

A. and 3 only

B. ll of the above

C. and 3 only

D. and 2 only

View answer

Correct Answer: A

Question #345

Which of the following are the MAIN objectives of incident management?1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operations

A. and 2 only

B. and 3 only

C. and 3 only

D. ll of the above

View answer

Correct Answer: B

Question #346

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

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

View answer

Correct Answer: B

Question #347

Which of the following would NOT be contained in a release policy?

A. aming and numbering conventions

B. ntry and exit criteria of the release into testing

C. oles and responsibilities for the release

D. he risk register for the release

View answer

Correct Answer: D

Question #348

Which types of communication would the functions within service operation use?1. Communication between data centre shifts 2.Communication related to changes3. Performance reporting4. Routine operational communication

A. only

B. and 3 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #349

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 visibility

View answer

Correct Answer: B

Question #350

What is defined as an unplanned interruption or reduction in the quality of a service?

A. An incident

B. A problem

C. A change

D. An event

View answer

Correct Answer: A

Question #351

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

A. usiness Objectives, IT Objectives, Process Metrics

B. rocess Models, Goals and Objectives

C. ision and Strategy, Tactical Goals and Operational Goals

D. usiness and IT Strategy and Process Definitions

View answer

Correct Answer: C

Question #352

Which is an external input to the service value chain?

A. The 'improve' value chain activity

B. An overall plan

C. Customer requirements

D. Feedback loops

View answer

Correct Answer: C

Question #353

Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible

B. Prioritization of problems based on the risk that they pose

C. Authorization of changes to resolve the cause of problems

D. Resolution of incidents in a time that meets customer expectations

View answer

Correct Answer: B

Question #354

Which of the following is the best definition of ITservice management?

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

View answer

Correct Answer: D

Question #355

Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary

B. The 'incident management' practice should use a single process regardless of the impact of the incident

C. Low impact incidents should be resolved efficiently so the resource required is reduced

D. Incidents with the lowest impact should be resolved first

View answer

Correct Answer: C

Question #356

Which of the following are reasons why ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practice

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #357

Which of the following BEST describes a Problem?

A. A serious Incident which has a critical impact to the business

B. A Known Error for which the cause and resolution are not yet known

C. The cause of one or more Incidents

D. The cause of two or more Incidents

View answer

Correct Answer: C

Question #358

Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information

B. Use of shift working patterns

C. Fulfilment of service requests

D. Creation of a temporary team

View answer

Correct Answer: A

Question #359

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

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

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

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

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

View answer

Correct Answer: C

Question #360

Where are the details of the required performance outcomes of a service defined?

A. Service level agreements

B. Service requests

C. Service components

D. Service offerings

View answer

Correct Answer: A

Question #361

Which of the following is the best definition of service management?

A. he ability to keep services highly available to meet the business needs

B. set of specialized organizational capabilities for providing value to customers in the form of services

C. complete set of all the documentation required to deliver world class services to customers

D. n internationally recognized methodology to provide valuable services to customers

View answer

Correct Answer: B

Question #362

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

A. nformational, scheduled, normal

B. cheduled, unscheduled, emergency

C. nformational, warning, exception

D. arning, reactive, proactive

View answer

Correct Answer: C

Question #363

During the release planning stage you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?

A. Full Release

B. Package Release

C. Emergency

D. Delta Release

View answer

Correct Answer: B

Question #364

Which statement about problems is CORRECT?

A. Problems are not related to incidents

B. Problems must be resolved quickly in order to restore normal business activity

C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

D. Problem prioritization involves risk assessment

View answer

Correct Answer: D

Question #365

To add value to the business, what are the four reasons to monitor and measure?

A. manage; monitor; diagnose; intervene

B. Validate; Direct; Justify; Intervene

C. report; manage; improve; extend

D. plan; predict; report; justify

View answer

Correct Answer: B

Question #366

A single release unit, or a structured set of release units can be defined within:

A. a request model

B. the release package

C. the RACI model

D. the plan, do, check, act (PDCA) cycle

View answer

Correct Answer: B

Question #367

Which process is responsible for sourcing and delivering components of requested standard services?

A. equest fulfilment

B. ervice portfolio management

C. ervice desk

D. T finance

View answer

Correct Answer: A

Question #368

Which one of the following is the BEST description of a service level agreement (SLA)?

A. he part of a contract that specifies the responsibilities of each party

B. n 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 #369

A service will be unavailable for the next two hours for unplanned maintenance.Which practice is MOST LIKELY to be involved in managing this?

A. Incident management

B. Problem management

C. Change enablement

D. Service request management

View answer

Correct Answer: A

Question #370

Availability Management is responsible for availability of the:

A. ervices and Components

B. ervices and Business Processes

C. omponents and Business Processes

D. ervices, Components and Business Processes

View answer

Correct Answer: A

Question #371

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. nly changes that introduce new services are included

B. ll changes are mandated to be included

C. nly changes to business critical systems are included

D. ny changes that would benefit the organization are included

View answer

Correct Answer: D

Question #372

Which of the following statements BEST describes a Definitive Media Library (DML)?

A. A secure location where definitive hardware spares are held

B. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

C. A database that contains definitions of all media Configuration Items (CIs)

D. A secure library where definitive authorised versions of all software and back-ups are stored and protected

View answer

Correct Answer: B

Question #373

In which of the following areas would ITIL complementary guidance provide assistance?1. Adapting best practice for specific industry sectors2. Integrating ITIL with other operating models

A. oth of the above

B. either of the above

C. ption 1 only

D. ption 2 only

View answer

Correct Answer: A

Question #374

What is an incident?

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

D. A service interruption resolved by the use of self-help tools

View answer

Correct Answer: D

Question #375

Exhibit:Which of the following are Service Desk organizational structures?Please refer to the exhibit.

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. 1, 2 and 3 only

D. 1, 3 and 4 only

View answer

Correct Answer: B

Question #376

Which of the following are sources of best practice?1. Academic research2. Internal experience3. Industry practices

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #377

A service level agreement (SLA) is:

A. an agreement between a service provider and an external supplier

B. the part of a contract that specifies responsibilities of each party

C. an agreement between the service provider and an internal organization

D. an agreement between the service provider and their customer

View answer

Correct Answer: D

Question #378

Which value chain activity ensures that service components meet agreed specifications?

A. Plan

B. Design and transition

C. Obtain/build

D. Deliver and support

View answer

Correct Answer: C

Question #379

Which is an external input to the service value chain?

A. The 'improve' value chain activity

B. An overall plan

C. Customer requirements

D. Feedback loops

View answer

Correct Answer: C

Question #380

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

A. Deployment management

B. Continual improvement

C. Monitoring and event management

D. IT asset management

View answer

Correct Answer: D

Question #381

Which of the following activities are performed by a service desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changes

A. ll of the above

B. , 2 and 3 only

C. and 4 only

D. and 4 only

View answer

Correct Answer: B

Question #382

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

View answer

Correct Answer: B

Question #383

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

View answer

Correct Answer: B

Question #384

Which one of the following is the BEST description of a major incident?

A. n incident which is so complex that it requires root cause analysis before a workaround can be found

B. n incident which requires a large number of people to resolve

C. n incident logged by a senior manager

D. n incident which has a high priority or a high impact on the business

View answer

Correct Answer: D

Question #385

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A. he Service Desk Manager

B. he Service Manager

C. he Request Fulfillment Process Manager

D. he Request Fulfillment Process Owner

View answer

Correct Answer: D

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