Boost Your Performance in the ITIL 4 Foundation Exam with Practice Tests

Question #1

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

A. ervice Solution

B. ustomer / Business Needs

C. ervice Release

D. ervice Requirements

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Correct Answer: B

Question #2

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

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Correct Answer: D

Question #3

Why should some service requests be fulfilled with no additional approvals?

A. o ensure that spending is properly accounted for

B. o ensure that information security requirements are met

C. o streamline the fulfilment workflow

D. o set user expectations for fulfilment times

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Correct Answer: C

Question #4

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

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Correct Answer: D

Question #5

Which practice is MOST associated with the use of empathy to understand users?

A. Service desk

B. Continual improvement

C. Service level management

D. Change enablement

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Correct Answer: A

Question #6

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A. A normal change

B. An emergency change

C. A standard change

D. A change model

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Correct Answer: C

Question #7

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?

A. Service Strategy

B. Service Design

C. Service Operation

D. Service Transition

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Correct Answer: C

Question #8

Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. measured

B. rewarded

C. managed

D. defined

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Correct Answer: C

Question #9

Remediation planning is BEST described in which of the following ways?

A. lanning how to recover the cost of a change

B. lanning the steps required to be taken if a change is unsuccessful

C. lanning how to compensate a user for a failed change

D. lanning how to advise the change requestor of a failed change

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Correct Answer: B

Question #10

Which is included in onboarding?1. Negotiating service targets with customers2. Building awareness of the new consumer3. Ensuring resources are prepared for service provision4. Designing the service components and infrastructure

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

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Correct Answer: B

Question #11

Which one of the following is an objective of service catalogue management?

A. egotiating and agreeing service level agreement

B. egotiating and agreeing operational level agreements

C. nsuring that the service catalogue is made available to those approved to access it

D. nly ensuring that adequate technical resources are available

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Correct Answer: C

Question #12

A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods. Which is the BEST approach for validating service value?

A. Perform ad-hoc service reviews and produce reports of service outputs

B. Work together to identify methods of checking service value and check that value propositions are still valid

C. Produce service level reports and an analysis of the cost and risks of service delivery

D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

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Correct Answer: D

Question #13

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. evise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B. here do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C. dentify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D. hat is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

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Correct Answer: D

Question #14

Which role is responsible for carrying out the activities of a process?

A. rocess owner

B. hange manager

C. ervice manager

D. rocess practitioner

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Correct Answer: D

Question #15

The BEST process to automate are those that are?

A. carried out by service operations

B. simple and well understood

C. carried out by lots of people

D. critical to the success of the business mission

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Correct Answer: B

Question #16

What are Request Models used for?

A. Modelling arrival rates and performance characteristics of service requests

B. Capacity Management

C. Identifying frequently received user requests and defining how they should be handled

D. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

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Correct Answer: C

Question #17

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

A. Evaluation

B. Service Test Manager

C. Release Packaging and Build Manager

D. Early Life Support

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Correct Answer: D

Question #18

What is used to link activities within the service value chain?

A. Service level agreements

B. Inputs, outputs and triggers

C. Opportunity, demand and value

D. Service desk

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Correct Answer: B

Question #19

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 #20

Which is a recommendation of the guiding principle 'think and work holistically'?

A. Conduct a review of existing service management practices and decide what to keep and what to discard

B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

C. Review service management practices and remove any unnecessary complexity

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

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Correct Answer: D

Question #21

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. o, because one of them is not relevant to the project goals

B. o, because one of them is not time-bound

C. es, they are SMART KPIs

D. o, because one of them is not measurable

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Correct Answer: C

Question #22

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

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To capture demand for incident resolution and service requests

C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

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Correct Answer: A

Question #23

From a well-informed User’s perspective, which of the following is a likely sequence in the management of a service failure?

A. Incident Management, Problem Management, Release Management, Change Management

B. Incident Management, Problem Management, Change Management, Release Management

C. Change Management, Incident Management, Problem Management, Release Management

D. Incident Management, Change Management, Release Management, Problem Management

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Correct Answer: B

Question #24

Which processes are responsible for the regular review of underpinning contracts?

A. upplier management and service level management

B. upplier management and change management

C. vailability management and service level management

D. upplier management and availability management

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Correct Answer: A

Question #25

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

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

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

C. Web front-end

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

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Correct Answer: A

Question #26

Which describes the value driven approach to service design?

A. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders

B. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation

C. A process improvement philosophy that prioritizes flow efficiency over resource efficiency

D. Designing just enough features to satisfy early customers, and providing feedback for future development

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Correct Answer: A

Question #27

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?1 Risk assessment2 Testing of resilience mechanisms3 Monitoring of component availability

A. 1 and 3 only

B. All of the other alternatives apply

C. 2 and 3 only

D. 1 and 2 only

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Correct Answer: D

Question #28

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

A. nsuring that all operational services are recorded in the Service Catalogue

B. nsuring that information in the Service Catalogue is consistent with information in the Service Portfolio

C. nsuring that information in the Service Catalogue is accurate

D. nsuring that information within the Service Pipeline is accurate

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Correct Answer: D

Question #29

Which one of the following activities does application management perform?

A. efining where the vendor of an application should be located

B. nsuring that the required functionality is available to achieve the required business outcome

C. eciding who the vendor of the storage devices will be

D. greeing the service levels for the service supported by the application

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Correct Answer: B

Question #30

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

C. 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

D. 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

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Correct Answer: B

Question #31

Which of the following would commonly be found in a contract underpinning an IT service?1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties

A. and 2 only

B. and 3 only

C. and 3 only

D. ll of the above

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Correct Answer: D

Question #32

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

A. o

B. erform

C. mplement

D. easure

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Correct Answer: A

Question #33

Which practice has a strong influence on the user experience and perception of the service provider?

A. Service desk

B. Change enablement

C. Service level management

D. Supplier management

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Correct Answer: A

Question #34

How does Problem Management work with Change Management?

A. By installing changes to fix problems

B. By negotiating with Incident Management for changes in IT for Problem resolution

C. By issuing RFCs for permanent solutions

D. By working with users to change their IT configurations

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Correct Answer: C

Question #35

What are the three service provider business models?

A. nternal service provider, outsourced 3rd party and off-shore party

B. nternal service operations provider, external service operations provider, shared service unit

C. nternal service provider, external service provider, outsourced 3rd party

D. nternal service provider, external service provider, shared service unit

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Correct Answer: D

Question #36

What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are removed from the CIR

D. Improvement ideas are tested, funded and agreed

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Correct Answer: A

Question #37

Which statement about managing incidents is CORRECT?

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

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

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

D. ncidents with the lowest impact should be resolved first

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Correct Answer: C

Question #38

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A. Service offering

B. Service provision

C. Service management

D. Service consumption

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Correct Answer: C

Question #39

Which of the following is NOT a valid objective of problem management?

A. to restore service to a user

B. to manage problems throughout their lifecycle

C. to prevent problems and their resultant incidents

D. to minimize the impact of incidents that cannot be prevented

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Correct Answer: A

Question #40

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

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Correct Answer: A

Question #41

Which of the following is the BEST description of a centralized service desk?

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

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

C. he desk provides 24 hour global support

D. here is a single desk in one location serving the whole organization

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Correct Answer: D

Question #42

Which statement about Service Level Agreements (SLAs) is CORRECT?

A. The wording must be clear and concise to allow no room for ambiguity

B. They must contain legal wording because of their importance

C. There should always be a separateSLA for each specific customer

D. Changes to theSLA can only be requested by the customer

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Correct Answer: A

Question #43

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

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Correct Answer: B

Question #44

The consideration of value creation is a principle of which stageof the service lifecycle?

A. ontinual service improvement

B. ervice strategy

C. ervice design

D. ervice transition

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Correct Answer: B

Question #45

Which role is responsible for carrying out the activities of a process?

A. rocess owner

B. hange manager

C. ervice manager

D. rocess practitioner

View answer

Correct Answer: D

Question #46

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

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Correct Answer: D

Question #47

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

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Correct Answer: C

Question #48

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A. ervice asset and configuration management

B. vent management

C. ervice catalogue management

D. roblem management

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Correct Answer: B

Question #49

Which of the following is NOT a responsibility of the Service design manager?

A. Design and maintain all necessary service transition packages

B. take the overall service strategies and ensure they are reflected in the service design process and the service designs that are produced

C. measuring the effectiveness and efficiency of service design and the supporting processes

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

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Correct Answer: A

Question #50

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

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Correct Answer: C

Question #51

Which BEST describes the purpose of the 'improve' value chain activity?

A. To organize a major improvement initiative into several smaller initiatives

B. To make new and improved services and features available for use

C. To ensure a shared understanding of the vision and improvement direction for all products and services

D. To continually improve all products and services across all value chain activities

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Correct Answer: D

Question #52

Which of the following is NOT a source of best practice?

A. tandards

B. echnology

C. cademic research

D. nternal experience

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Correct Answer: B

Question #53

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. ction: Devise a communication plan for each stakeholderWhy: To understand how the new Optimsiolv staff are likely to react, and win their support

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

C. ction: Prioritize stakeholders as `major', `critical', `significant' or `minor' Why: To understand the importance of each stakeholder to the initiative

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

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Correct Answer: C

Question #54

Which one of the following does service metrics measure?

A. unctions

B. aturity and cost

C. he end-to-end service

D. nfrastructure availability

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Correct Answer: C

Question #55

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 #56

Which is the first step in the 7 Step Improvement Process?

A. here are we now?

B. dentify gaps in Service Level Agreement (SLA) achievement

C. repare for action

D. efine what you should measure

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Correct Answer: D

Question #57

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 minimise adverse impacts on business operations

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

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Correct Answer: B

Question #58

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers

B. They allow service consumers to achieve a desired result

C. They provide products to service providers based on outputs

D. They co-create value for service providers by reducing costs and risks

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Correct Answer: B

Question #59

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

A. apacity management

B. overnance

C. ervice design

D. ervice level management

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Correct Answer: B

Question #60

A service-based (rather than a customer-based) SLA:

A. Covers all services for a particular customer

B. Covers a set of similar services, for a single customer

C. Covers all services

D. Covers a single service, for all of the customers of that service

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Correct Answer: D

Question #61

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

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Correct Answer: D

Question #62

What is the primary focus of the business 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 #63

Which of the following activities are performed by a 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 #64

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A. ervice asset and configuration management

B. vent management

C. ervice catalogue management

D. roblem management

View answer

Correct Answer: B

Question #65

Consider the following activities:1 The analysis of raw data2 The identification of trends3 The definition of Service Management processes4 The implementation of preventive measuresWhich of the above should be easier after implementing a good IT Service Management software tool?

A. All of them

B. 2 and 3

C. None of them

D. 1, 2 and 4

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Correct Answer: D

Question #66

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills

C. Demonstration of emotional intelligence

D. Knowledge of telephony technology

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Correct Answer: C

Question #67

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

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Correct Answer: B

Question #68

In the phrase "People, Processes, Products and Partners". Products refers to:

A. Services, technology and tools

B. IT Infrastructure and Applications

C. Goods provided by third parties to support the IT Services

D. All assets belonging to the Service Provider

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Correct Answer: A

Question #69

Which of the following BEST describes a service request?

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

B. any request for change that is low risk and can be approved by the change manager without a CAB meeting

C. A request from a user for information or advice or for a standard change

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

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Correct Answer: C

Question #70

The stages in the Incident Management process are:

A. Logging, allocation, classification, initial support, communication, resolution

B. Logging, initial support, detection, recording, classification, investigation, recovery and closure

C. Detection, classification, investigation, recording, recovery, resolution and closure

D. Detection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure

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Correct Answer: D

Question #71

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

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Correct Answer: A

Question #72

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?1. Progress2. Effectiveness3. Efficiency 4. ?

A. ost

B. onformance

C. ompliance

D. apacity

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Correct Answer: C

Question #73

Which is a key requirement for a successful service level agreement (SLA)?

A. Using individual metrics that relate to the service catalogue

B. Using bundled metrics to relate performance to outcomes

C. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service supplier

View answer

Correct Answer: B

Question #74

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A. Supplier management

B. Change control

C. Relationship management

D. Service desk

View answer

Correct Answer: C

Question #75

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

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To capture demand for incident resolution and service requests

C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

View answer

Correct Answer: A

Question #76

Which of these would fall outside the scope of a typical service change management process

A. An urgent need to replace a CPU to restore a service during an incident

B. A change to a contract with a supplier

C. A change to a business process that depends on IT Services

D. A firmware upgrade to a server that is only used for IT Service Continuity purposes

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Correct Answer: C

Question #77

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Service configuration management

B. Service desk

C. Problem management

D. Deployment management

View answer

Correct Answer: B

Question #78

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. ervice design

B. ervice transition

C. ontinual service improvement

D. ervice operation

View answer

Correct Answer: A

Question #79

See the Scenario for additional information.CruiseAlong Cars -CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of Americ

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

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

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

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

View answer

Correct Answer: C

Question #80

Which of the following would NOT be a task carried out by the Request Fulfillment process?

A. he sourcing and delivering of the components of requested standard services (e

B. rovision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists

C. rovision of information used to compare actual performance against design standards

D. rovision of information to users and customers about the availability of services and the procedure for obtaining them

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Correct Answer: C

Question #81

Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?

A. Suppliers, manufacturers and vendors

B. Customers

C. Internal departments

D. The Facilities Management function

View answer

Correct Answer: A

Question #82

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

A. Supplier management

B. Technical expertise

C. Event monitoring

D. Problem management

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Correct Answer: A

Question #83

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

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

B. to design and build processes that will meet business needs

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

D. to proactively prevent all outages to IT services

View answer

Correct Answer: C

Question #84

Which one of the following is NOT a valid purpose or objective of problem management?

A. o prevent problems and resultant incidents

B. o manage problems throughout their lifecycle

C. o restore service to a user

D. o eliminate recurring incidents

View answer

Correct Answer: C

Question #85

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 #86

What can a service remove from the consumer and impose on the consumer?

A. Utility

B. Asset

C. Cost

D. Outcome

View answer

Correct Answer: C

Question #87

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. ervice level management

B. roblem management

C. hange management

D. vent management

View answer

Correct Answer: B

Question #88

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 #89

Which guiding principle says that it is not usually necessary to build something new?

A. Focus on value

B. Start where you are

C. Progress iteratively with feedback

D. Think and work holistically

View answer

Correct Answer: B

Question #90

An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.How can managers use Toyota Kata to help employees adjust to these different ways of working?

A. y encouraging the practicing of routines to unlearn old habits and learn new ones

B. y creating detailed plans that predetermine how to approach large changes

C. y making hard decisions for the teams and providing step-by-step guidance

D. y encouraging widespread changes that involve the teams starting from scratch

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Correct Answer: A

Question #91

Which of the following is NOT the responsibility of the service catalogue manager?

A. ensuring that all the operational services are recorded in the service catalogue

B. ensuring that the information in the service catalogue is consistent with the information in the service portfolio

C. ensuring that the information in the service catalogue is accurate

D. ensuring that the information within the service pipeline is accurate

View answer

Correct Answer: D

Question #92

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

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

B. Ensuring that information in the Service Catalogue is accurate

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

D. Ensuring that information within the Service Pipeline is accurate

View answer

Correct Answer: D

Question #93

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 #94

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

View answer

Correct Answer: A

Question #95

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

A. o ensure that a service managed and operated accordance with constraints specified during design

B. o design and develop capabilities for service management

C. o provide good-quality knowledge and information about services

D. o plan the resources required to manage a release

View answer

Correct Answer: B

Question #96

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

A. a method of structuring an organization

B. delivers specific results

C. responds to specific events

D. it is measurable

View answer

Correct Answer: A

Question #97

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

View answer

Correct Answer: C

Question #98

The BEST processes to automate are those that are:

A. Critical to the success of the business mission

B. Carried out by lots of people

C. Simple and well understood

D. Carried out by Service Operations

View answer

Correct Answer: C

Question #99

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

A. The RACI Model

B. A Release Package

C. A Request Model

D. The Plan, Do, Check, Act (PDCA) cycle

View answer

Correct Answer: B

Question #100

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge

C. The provision of a laptop

D. A complaint about a support team

View answer

Correct Answer: A

Question #101

Which of the following BEST describes a problem?

A. n issue reported by a user

B. he cause of two or more incidents

C. serious incident which has a critical impact to the business

D. he cause of one or more incidents

View answer

Correct Answer: D

Question #102

What is the MOST important reason for prioritizing incidents?

A. To ensure that user expectations are realistic

B. To ensure that incidents with highest impact are resolved first

C. To help information-sharing and learning

D. To provide links to related changes and known errors

View answer

Correct Answer: B

Question #103

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

A. ncidents can only be reported by users

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

C. ll calls to the service desk must be logged as incidents

D. ncidents reported by technical staff must also be logged as problems

View answer

Correct Answer: B

Question #104

What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience

B. Increased phone contact and a reduced ability to focus on user experience

C. Ability to work from multiple locations, geographically dispersed

D. Ability to work from a single centralized location

View answer

Correct Answer: A

Question #105

An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?

A. By encouraging the practicing of routines to unlearn old habits and learn new ones

B. By creating detailed plans that predetermine how to approach large changes

C. By making hard decisions for the teams and providing step-by-step guidance

D. By encouraging widespread changes that involve the teams starting from scratch

View answer

Correct Answer: A

Question #106

Which describes a 'change authority'?

A. A model used to determine who will assess a change

B. A person who approves a change

C. A tool used to help plan changes

D. A way to manage the people aspects of change

View answer

Correct Answer: B

Question #107

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 #108

Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals

B. Creating new workflows for every service request

C. Separating requests relating to service failures from the degradation of services

D. Eliminating service requests which have complex workflows

View answer

Correct Answer: A

Question #109

Which of the following processes are performed by the service desk?1. Capacity management2. Request fulfillment3. Demand management4. Incident management

A. ll of the above

B. and 4 only

C. and 4 only

D. only

View answer

Correct Answer: C

Question #110

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

A. ervice metrics measure the end to end service; Technology metrics measure individual components

B. ervice metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. ervice metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. ervice metrics measure each of the service management processes; Technology metrics measure the infrastructure

View answer

Correct Answer: A

Question #111

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

C. 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

D. 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

View answer

Correct Answer: B

Question #112

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

View answer

Correct Answer: D

Question #113

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business Value

B. Functionality

C. IT Assets

D. Service Level Requirements

View answer

Correct Answer: A

Question #114

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

A. ervice strategy

B. ervice transition

C. ervice operation

D. ontinual service improvement

View answer

Correct Answer: C

Question #115

Which step of the continual improvement model includes baseline assessments?

A. Did we get there?

B. Where are we now?

C. What is the vision?

D. Where do we want to be?

View answer

Correct Answer: B

Question #116

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of which of:

A. People, Process, Partners, Suppliers

B. People, Process, Products, Technology

C. People, Process, Products, Partners

D. People, Products, Technology, Partners

View answer

Correct Answer: C

Question #117

Which areas of service management can benefit from automation?1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoring

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 #118

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

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

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

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

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

View answer

Correct Answer: D

Question #119

Which activity is part of the 'continual improvement' practice?

A. Handling compliments and complaints from users to identify improvements

B. Improving relationships with and between stakeholders

C. Prioritizing and creating business cases for improvement initiatives

D. Identifying the cause of unplanned interruptions to service

View answer

Correct Answer: C

Question #120

Which of the following statements is CORRECT?

A. Process owners and service owners are not required within the same organization

B. Service owners are as important to service management as process owners

C. Process owners are more important to service management than service owners

D. Service owners are more important to service management than process owners

View answer

Correct Answer: B

Question #121

When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been logged

B. After the problem has been prioritized

C. After the problem has been analyzed

D. After the problem has been resolved

View answer

Correct Answer: A

Question #122

Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific combination of service value chain activities

B. Service value chain activities have pre-determined dependencies on ITIL practices

C. A value stream is an operating model for creating value through products and services

D. Organizations should ensure that each value stream is applicable to many scenarios

View answer

Correct Answer: A

Question #123

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 #124

Which one of the following is the BEST description of a service request?

A. request from a user for information, advice or for a standard change

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

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

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

View answer

Correct Answer: A

Question #125

Service transition contains detailed descriptions of which processes?

A. hange management, service asset and configuration management, release and deployment management

B. hange management, capacity management event management, service request management

C. ervice level management, service portfolio management, service asset and configuration management

D. ervice asset and configuration management, release and deployment management, request fulfillment

View answer

Correct Answer: A

Question #126

What is a RACI model used for?

A. erformance analysis

B. ecording configuration items

C. onitoring services

D. efining roles and responsibilities

View answer

Correct Answer: D

Question #127

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 #128

Which process is responsible for providing the right to use an IT Service?

A. Incident Management

B. Access Management

C. Change Management

D. Request Fulfilment

View answer

Correct Answer: B

Question #129

Which of the following is NOT one of thefive 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 #130

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 fulfillment, and access management

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

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

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

View answer

Correct Answer: A

Question #131

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 #132

Which of the following statements about processes is INCORRECT?

A. hey are units of organizations

B. hey are measurable

C. hey deliver specific results

D. hey respond to specific events

View answer

Correct Answer: A

Question #133

Which of the following is one of the PRIMARY objectives of Service Strategy?

A. To provide detailed specifications for the design of IT services

B. To underscore the importance of services in the global economy

C. To transform Service Management into a strategic asset

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

View answer

Correct Answer: C

Question #134

Scenario -Vision Media is an international media organization, operating variouslines of business including:-> Film Production-> Television (production and delivery of their own channel in theUnited 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 (coor

A. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to enable service quality and reduce theoverall expenditure on IT

B. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is avital element necessary to further improve service quality, andto realize the value of the previous projects already completed(refer Service Design and Service Transition projects)

C. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to enable service quality and reduce theoverall expenditure on IT

D. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to achieve service quality and support theobjectives defined for the IT department

View answer

Correct Answer: B

Question #135

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A. Release management

B. Supplier management

C. Service management

D. Relationship management

View answer

Correct Answer: B

Question #136

Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. Profit

B. Preparation

C. Potential

D. Products

View answer

Correct Answer: D

Question #137

A plan for managing the end of a supplier contract should be created when?

A. he contract is being negotiated

B. he contract is about to be ended

C. he Supplier Manager decides that there is a risk the contract might need to end soon

D. he contract has been agreed

View answer

Correct Answer: A

Question #138

How many people should be accountable for a process as defined in the RACI model?

A. s many as necessary to complete the activity

B. nly one - the process owner

C. wo - the process owner and the process enactor

D. nly one - the process architect

View answer

Correct Answer: B

Question #139

Which of the following is an objective of business relationship management?

A. o identify patterns of business activity

B. o ensure high levels of customer satisfaction

C. o secure funding to manage the provision of services

D. o ensure strategic plans for IT services exist

View answer

Correct Answer: B

Question #140

Which of the following activities are NOT part of IT Accounting?

A. Calculation of the costs of IT services

B. Budgeting

C. Identification of costs by customer, service or activity

D. Performing cost-benefit analyses to support decision making

View answer

Correct Answer: B

Question #141

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 #142

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 #143

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A. vailability management

B. apacity management

C. usiness relationship management

D. ervice catalogue management

View answer

Correct Answer: C

Question #144

Which dimension of service management considers the workflows and controls needed to deliver services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: D

Question #145

Which of these activities is carried out as part of 'problem management'?

A. Creating incident records

B. Diagnosing and resolving incidents

C. Escalating incidents to a support team for resolution

D. Trend analysis of incident records

View answer

Correct Answer: D

Question #146

Which ITIL process ensures that the IT Services are restored as soonas possible in the case of a malfunction?

A. Change Management

B. Incident Management

C. Problem Management

D. Service Level Management

View answer

Correct Answer: B

Question #147

The BEST Processes to automate are those that are?

A. Carried out by Service Operations

B. Carried out by lots of people

C. Critical to the success of the business mission

D. Simple and well understood

View answer

Correct Answer: D

Question #148

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 fulfilment process

A. only

B. and 3 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #149

Which describes a CORRECT approach to change authorization?

A. Changes included in the change schedule are pre-authorized and do not need additional authorization

B. Normal changes should be assessed and authorized before they are deployed

C. Emergency changes should be authorized by as many people as possible to reduce risk

D. Normal changes are typically implemented as service requests and authorized by the service desk

View answer

Correct Answer: B

Question #150

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 #151

What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience

B. Increased phone contact and a reduced ability to focus on user experience

C. Ability to work from multiple locations, geographically dispersed

D. Ability to work from a single centralized location

View answer

Correct Answer: A

Question #152

What is the definition of warranty?

A. A means of identifying events that could cause harm or loss

B. A means of determining whether a service is fit for purpose

C. A means of identifying a result for a stakeholder

D. A means of determining whether a service is fit for use

View answer

Correct Answer: D

Question #153

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

A. The Request Fulfillment Process Manager

B. The Request Fulfillment Process Owner

C. The Service Desk Manager

D. The Service Manager

View answer

Correct Answer: B

Question #154

Which of the following are types of service defined in ITIL?1. Enabling2. Core3. Enhancing4. Computer

A. , 3 and 4 only

B. , 3 and 4 only

C. , 2 and 4 only

D. , 2 and 3 only

View answer

Correct Answer: D

Question #155

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

A. ervice Portfolio Management

B. ervice Level Management

C. omponent Capacity Management

D. emand Management

View answer

Correct Answer: D

Question #156

What are underpinning contracts used to document?

A. he provision of IT services or business services by a service provider

B. he provision of goods and services by third party suppliers

C. ervice levels that have been agreed between the internal service provider and their customer

D. etrics and critical success factors (CSFs) for internal support teams

View answer

Correct Answer: B

Question #157

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 #158

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 #159

Which of the following processes are performed by the service desk?1. Capacity management2. Request fulfillment3. Demand management4. Incident management

A. ll of the above

B. and 4 only

C. and 4 only

D. only

View answer

Correct Answer: C

Question #160

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 #161

What must always be done before an activity is automated?

A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased

C. Ensure that DevOps has been successfully implemented

D. Ensure the solution removes the need for human intervention

View answer

Correct Answer: A

Question #162

What is included in the purpose of the 'relationship management' practice?

A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

B. Setting clear business-based targets so that the delivery of a service can be properly assessed

C. Creating collaborative relationships with key suppliers to uncover and realize new value

D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

View answer

Correct Answer: A

Question #163

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

A. Service Portfolio Management

B. Service Level Management

C. Component Capacity Management

D. Demand Management

View answer

Correct Answer: D

Question #164

Which one of the following do major incidents require?

A. eparate procedures

B. ess urgency

C. onger timescales

D. ess documentation

View answer

Correct Answer: A

Question #165

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 #166

Service transition contains detailed descriptions of which processes?

A. hange management, service asset and configuration management, release and deployment management

B. hange management, capacity management event management, service request management

C. ervice level management, service portfolio management, service asset and configuration management

D. ervice asset and configuration management, release and deployment management, request fulfillment

View answer

Correct Answer: A

Question #167

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 #168

Which statement about the 'continual improvement' practice is CORRECT?

A. Continual improvement participation should be limited to a small dedicated team

B. It is the role of senior management to authorize improvement initiatives

C. Training should be provided to those involved in continual improvement

D. A single continual improvement register should be maintained by senior management

View answer

Correct Answer: B

Question #169

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

B. Focus on value

C. Optimize and automate

D. Start where you are

View answer

Correct Answer: B

Question #170

Potential benefits from managing IT Service Continuity are:1 Lower insurance premiums2 Fulfillment of mandatory or regulatory requirements3 Reduced business disruption in the event of a disaster4 Better management of risk and the consequent reduction of the impact of failure

A. 2 and 4

B. 2, 3 and 4

C. All of them

D. 1, 2 and 4

View answer

Correct Answer: C

Question #171

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

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

B. he design of new or changed services

C. he design of market spaces

D. he design of the technology architectures

View answer

Correct Answer: C

Question #172

Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. measured

B. rewarded

C. managed

D. defined

View answer

Correct Answer: C

Question #173

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

View answer

Correct Answer: A

Question #174

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

A. he Asset Register

B. he Service Knowledge Management System

C. he Known Error Database

D. he Information Management System

View answer

Correct Answer: B

Question #175

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 #176

Which of the following are valid parts of the service portfolio?1. Service pipeline2. Service knowledge management system (SKMS)3. Service catalogue

A. 1 and 2 only

B. 3 only

C. 1 and 3 only

D. All of the above

View answer

Correct Answer: C

Question #177

See the Scenario for additional information.CruiseAlong Cars -CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of Americ

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

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

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

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

View answer

Correct Answer: D

Question #178

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 #179

Which process is responsible for managing relationships with vendors?

A. hange management

B. ervice portfolio management

C. upplier management

D. ontinual service improvement

View answer

Correct Answer: C

Question #180

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 #181

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

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

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

C. All the accumulated knowledge of the service provider

D. All incidents reported to the service desk

View answer

Correct Answer: B

Question #182

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

View answer

Correct Answer: D

Question #183

What is the purpose of the 'monitoring and event management' practice?

A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors

C. To capture demand for incident resolution and service requests

D. To systematically observe services and service components

View answer

Correct Answer: D

Question #184

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A. ustomer level

B. ervice level

C. orporate level

D. onfiguration level

View answer

Correct Answer: D

Question #185

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A. vailability management

B. apacity management

C. usiness relationship management

D. ervice catalogue management

View answer

Correct Answer: C

Question #186

The left-hand side of the service V model represents requirements and specifications. What does the right-hand side of the service V model represent?

A. Performance and capacity requirements of services and IT infrastructure

B. The business value that can be expected from a given service

C. Validation and Testing

D. roles and responsibilities for an effective service management implementation

View answer

Correct Answer: C

Question #187

Which process is responsible for frequently occurring changes where risk and cost are low?

A. Incident Management

B. Request Fulfillment

C. Release and Deployment Management

D. Access management

View answer

Correct Answer: B

Question #188

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 #189

When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been logged

B. After the problem has been prioritized

C. After the problem has been analyzed

D. After the problem has been resolved

View answer

Correct Answer: A

Question #190

Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk employees

B. Measuring and reporting the number of supplier-related interruptions to a service

C. Measuring and reporting the customer satisfaction with closed incidents

D. Measuring and reporting the cost of providing a service to customers and users

View answer

Correct Answer: C

Question #191

Which stage of the change management process deals with what should be done if the change is unsuccessful?

A. emediation planning

B. ategorization

C. rioritization

D. eview and close

View answer

Correct Answer: A

Question #192

Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk employees

B. Measuring and reporting the number of supplier-related interruptions to a service

C. Measuring and reporting the customer satisfaction with closed incidents

D. Measuring and reporting the cost of providing a service to customers and users

View answer

Correct Answer: C

Question #193

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 #194

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 #195

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A. ervice level management

B. ervice catalogue management

C. emand management

D. ervice transition

View answer

Correct Answer: B

Question #196

Identify the missing word in the following sentence:A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

A. problem

B. risk

C. change

D. configuration item

View answer

Correct Answer: C

Question #197

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

A. ervice design: Design the processes

B. ervice strategy: Develop the offerings

C. ervice transition: Plan and prepare for deployment

D. ervice operation: IT operations management

View answer

Correct Answer: A

Question #198

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. escribes the topography of the hardware

B. escribes how the configuration items (CIs) work together to deliver the services

C. efines which software should be installed on a particular piece of hardware

D. efines how version numbers should be used in a release

View answer

Correct Answer: B

Question #199

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A. Service providers are able to respond more quickly to customer needs

B. Bottlenecks in the service provider's workflow are identified

C. The complexities of the service provider's IT systems are identified

D. The service provider gains a better understanding of the customer experience

View answer

Correct Answer: A

Question #200

What would be the next step in the continual service improvement (CSI) model after?1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there? 6.?

A. hat is the return on investment (ROI)?

B. ow much did it cost?

C. ow do we keep the momentum going?

D. hat is the value on investment (VOI)?

View answer

Correct Answer: C

Question #201

Availability management is responsible for availability of:

A. services and components

B. services and business processes

C. services, components and business processes

D. components and business processes

View answer

Correct Answer: A

Question #202

Which one of the following is an objective of release and deployment management?

A. o standardize methods and procedures used for efficient and prompt handling of all changes

B. o ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C. o ensure that the overall business risk of change is optimized

D. o define and agree release and deployment plans with customers and stakeholders

View answer

Correct Answer: D

Question #203

Which of the following statements BEST describes the aims of Release and Deployment Management?

A. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

B. To record and manage deviations, risks and issues related to the new or changed service

C. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

D. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

View answer

Correct Answer: C

Question #204

Which of the questions does Service Strategy help answer with its guidance?1) How do we prioritize investments across a portfolio?2) What services to offer and to whom?3) What are the Patterns of Business Activity (PBA)?

A. 3 only

B. 1 only

C. 2 only

D. 1, 2 and 3 are all true

View answer

Correct Answer: D

Question #205

Which of the following would NOT be a task carried out by the Request Fulfillment process?

A. he sourcing and delivering of the components of requested standard services (e

B. rovision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists

C. rovision of information used to compare actual performance against design standards

D. rovision of information to users and customers about the availability of services and the procedure for obtaining them

View answer

Correct Answer: C

Question #206

Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #207

Which of the following is a valid role in the RACI Authority Matrix?

A. Controlled

B. Configuration

C. Consulted

D. Complex

View answer

Correct Answer: C

Question #208

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans

B. Swarming

C. Target resolution times

D. Self-help

View answer

Correct Answer: B

Question #209

Which of the following are classed as stakeholders in service management?1. Customers2. Users3. Suppliers

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #210

Which of the following statements is INCORRECT?

A. Urgent and non-urgent changes follow the same Change Management process

B. High risk, urgent changes should be considered by the CAB Emergency Committee

C. Urgent changes need not necessarily be reviewed, unless there is time to do so

D. The justification for urgent changes should always be based on sound business reasons

View answer

Correct Answer: C

Question #211

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

View answer

Correct Answer: B

Question #212

Functions are best described as?

A. elf-Contained units of organizations

B. nter-related activities with a defined goal or output

C. losed loop control systems

D. team of IT staff who provide a single point of contact for all user communication

View answer

Correct Answer: B

Question #213

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 #214

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

A. he IT director

B. he process owner

C. he service owner

D. he customer

View answer

Correct Answer: B

Question #215

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. usiness services

B. omponent services

C. upporting services

D. ustomer services

View answer

Correct Answer: C

Question #216

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. Profit

B. Preparation

C. Products

D. Potential

View answer

Correct Answer: C

Question #217

Which of the following is the BEST description of a centralized service desk?

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

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

C. he desk provides 24 hour global support

D. here is a single desk in one location serving the whole organization

View answer

Correct Answer: D

Question #218

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 #219

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 #220

Which of the following is concerned with fairness and transparency?

A. Capacity Management

B. Governance

C. Service Strategy

D. Service Level Management

View answer

Correct Answer: B

Question #221

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 #222

Hierarchic escalation is best described as?

A. Notifying more senior levels of management about an Incident

B. Passing an Incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D. Failing to meet the Incident resolution times specified in a Service Level Agreement

View answer

Correct Answer: A

Question #223

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A. onfiguration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

B. onfiguration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

C. onfiguration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. onfiguration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

View answer

Correct Answer: B

Question #224

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A. here are we now?

B. here do we want to be?

C. ow dowe get there?

D. id we get there?

View answer

Correct Answer: B

Question #225

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 #226

What are the categories of events 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 #227

Which term relates to service levels aligned with the needs of service consumers?

A. Service management

B. Warranty

C. Cost

D. Utility

View answer

Correct Answer: B

Question #228

Which one of the following is the BEST definition of an event?

A. ny change of state that has significance for the management of a configuration item (CI) or IT service

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

C. he unknown cause of one or more incidents that have an impact on an IT service

D. educing or eliminating the cause of an incident or problem

View answer

Correct Answer: A

Question #229

Which step of the continual improvement model includes baseline assessments?

A. Did we get there?

B. Where are we now?

C. What is the vision?

D. Where do we want to be?

View answer

Correct Answer: B

Question #230

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 #231

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

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

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

View answer

Correct Answer: B

Question #232

What should be considered as part of the 'partners and suppliers' dimension?

A. The level of integration and formality involved in the relationships between organizations

B. The activities, workflows, controls and procedures needed to achieve the agreed objectives

C. The information created, managed and used in the course of service provision and consumption

D. The required skills and competencies of teams and individual members of the organization

View answer

Correct Answer: A

Question #233

Which of these recommendations is best practice for service level management?1. Include legal terminology in service level agreements (SLAs)2. It is NOT necessary to be able to measure all the targets in an SLA

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: D

Question #234

What term is used to describe whether a service will meet availability, capacity and security requirements?

A. Outcomes

B. Value

C. Utility

D. Warranty

View answer

Correct Answer: D

Question #235

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 reactive

D. excessively proactive

View answer

Correct Answer: A

Question #236

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 #237

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

A. rioritize the change against other changes

B. e open and honest

C. reate and communicate quick wins

D. esistance is not always necessarily negative

View answer

Correct Answer: D

Question #238

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. usiness services

B. omponent services

C. upporting services

D. ustomer services

View answer

Correct Answer: C

Question #239

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 #240

The success of Service Operation phase is based on some importantCritical SuccessFactors. From the options below, which would bethe most important for Service Operation?

A. Management support for using phase Business support to ensure users use Service Desk as little aspossible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools especially Incident Management Measurement and reporting of capacity

B. Management support for setting up phase Business support to ensure users call Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools Measurement and reporting of usage

C. Management support for setting up SD Business support to ensure users call Service Desk Champions to lead Service Support Staffing and retention of Service Desk Service management understanding Suitable tools especially Service Desk Measurement and reporting

D. Management support for setting up phase Business support to ensure users use Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools especially Service Desk Measurement and reporting

View answer

Correct Answer: D

Question #241

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

View answer

Correct Answer: B

Question #242

What do design thinking and service-dominant logic have in common?

A. Both require clearly defined requirements and acceptance criteria

B. Both involve collaborating with customers to ensure their needs are met

C. Both focus on product functionality and on building new features

D. Both focus solely on the needs and problems of the consumers

View answer

Correct Answer: B

Question #243

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

A. ata

B. isdom

C. nformation

D. nowledge

View answer

Correct Answer: B

Question #244

Why are public frameworks, such as 1TIL, attractive when compared to proprietaryknowledge?

A. roprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. ublic frameworks are always cheaper to adopt

C. ublic frameworks are prescriptive and tell you exactly what to do

D. roprietaryknowledge has been tested in a wide range of environments

View answer

Correct Answer: A

Question #245

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

D. Recommendations that help an organization when adopting a service management approach

View answer

Correct Answer: D

Question #246

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

A. Service reporting intervals must be the same for all services

B. Reporting intervals should be set by the Service Provider

C. Reports should be produced weekly

D. Service reporting intervals must be defined and agreed with the customers

View answer

Correct Answer: D

Question #247

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a WiFi network

C. A license allows a user to install a software product

D. A service desk agent provides support to a user

View answer

Correct Answer: D

Question #248

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

A. omething that won't happen

B. omething that will happen

C. omething that has happened

D. omething that might happen

View answer

Correct Answer: D

Question #249

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

A. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

B. Strategic, tactical and operational

C. Technology, process and service

D. Return On Investment (ROI), Value On Investment (VOI), quality

View answer

Correct Answer: C

Question #250

Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with as incidents

C. Service requests require workflows that should use manual procedures and avoid automation

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfillment

View answer

Correct Answer: D

Question #251

Which of the following is an objective of business relationship management?

A. o identify patterns of business activity

B. o ensure high levels of customer satisfaction

C. o secure funding to manage the provision of services

D. o ensure strategic plans for IT services exist

View answer

Correct Answer: B

Question #252

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: C

Question #253

What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are removed from the CIR

D. Improvement ideas are tested, funded and agreed

View answer

Correct Answer: A

Question #254

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. rofit

B. reparation

C. roducts

D. otential

View answer

Correct Answer: C

Question #255

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 #256

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A. ustomers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

B. rom the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

C. here is only likely to be a positive outcome from improved stability - the customersmust be made fully aware of this and their expectations regarding responsiveness must be managed

D. t is possible that responsiveness may suffer and customers needs may not be met within business timescales

View answer

Correct Answer: D

Question #257

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 #258

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 #259

Which of the following CANNOT be provided by a tool?

A. nowledge

B. nformation

C. isdom

D. ata

View answer

Correct Answer: C

Question #260

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. and 2

B. and 3

C. and 4

D. and 4

View answer

Correct Answer: D

Question #261

Scenario -Vericom is a leading provider of government, business and consumertelecommunication services, and is currently seeking ways in which toimprove its utilization of IT services to drive growth across its multiplelines of business. One of the largest organizations in theUnitedKingdom, Vericom is comprised of the following business units:-> Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)-> Infrastructure Services (planning, installing and maintaining the PSTN and mobile network inf

A. You realize a coordinated approach is the best method,including: The development of the ITS Service Desk to be the singlepoint of contact for ALL end user (internal) queries

B. You realize a phased approach is the best method, includingfour phases: Phase 1 Build or purchase a service management tool thatwill be used by all IT departments for managing incidents,problems and service requests Phase 2 Standardize the use of ITIL processes used by theITS department across all IT departments at Vericom Phase 3 Deliver training and awareness sessions for staffregarding the importance of the processes and how theyshould be used

C. You realize a coordinated approach is the best method,including: Developing a telephone system that will route calls to theappropriate Service Desk based on the users input

D. You realize that improving the business awareness of IT ismost important, and address the issues by: Identifying the training requirements of end users to improvetheir use of IT service Implement an online Service Catalogue for all IT Services,with self-help capabilities to log and track incidents, problemsand service requests Assist Service Level Management in improving the visibility ofthe IT organization in general, and identify areas of customersatisfaction that need improving Build or purch

View answer

Correct Answer: A

Question #262

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

View answer

Correct Answer: D

Question #263

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 #264

Which phase of problem management includes analyzing incidents to look for patterns and trends?

A. Problem identification

B. Problem control

C. Error control

D. Post-implementation review

View answer

Correct Answer: A

Question #265

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

View answer

Correct Answer: D

Question #266

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 #267

Which 'service level management' activity helps staff to deliver a more business-focused service?

A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers

C. Using complex technical terminology in service level agreements (SLAs)

D. Measuring low-level operational activities

View answer

Correct Answer: B

Question #268

Which functions are included in IT Operations management?

A. network management and application management

B. facilities management and technical management

C. IT operations control and facilities management

D. technical management and application management

View answer

Correct Answer: C

Question #269

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 #270

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Executing improvement actions

B. Performing baseline assessments

C. Defining the improvement plan

D. Understanding the business mission

View answer

Correct Answer: B

Question #271

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A. Incident Management

B. Service Asset and Configuration Management

C. Service Level Management

D. Change Management

View answer

Correct Answer: B

Question #272

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from service

A. and 3 only

B. ll of the above

C. and 2 only

D. and 3 only

View answer

Correct Answer: B

Question #273

Which of the following statements about processes is INCORRECT?

A. hey are units of organizations

B. hey are measurable

C. hey deliver specific results

D. hey respond to specific events

View answer

Correct Answer: A

Question #274

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value

C. Start where you are

D. Keep it simple and practical

View answer

Correct Answer: B

Question #275

Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption

C. Ensuring access to agreed resources

D. Receiving of the agreed goods

View answer

Correct Answer: C

Question #276

Which practice establishes a channel between the service provider and its users?

A. Relationship management

B. Change enablement

C. Supplier management

D. Service desk

View answer

Correct Answer: D

Question #277

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a vendor security issue

C. The installation of a software application in response to a service request

D. The replacement of a component in response to a major incident

View answer

Correct Answer: C

Question #278

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

A. Request fulfilment

B. Service portfolio management

C. Service desk

D. IT finance

View answer

Correct Answer: A

Question #279

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

A. he SLA covers one service, for all the customers of that service

B. he SLA covers an individual customer group for all services they use

C. n SLA that covers all customers for all services

D. n SLA for a service with no customers

View answer

Correct Answer: A

Question #280

In which core publication can you find detailed descriptions of Service Catalogue Management, Information Security Management and Supplier Management?

A. Service Strategy

B. Service Design

C. Service Transition

D. Service Operation

View answer

Correct Answer: B

Question #281

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

A. Data

B. Knowledge

C. Wisdom

D. Information

View answer

Correct Answer: C

Question #282

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 #283

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

A. ervice level management

B. ervice portfolio management

C. equest fulfilment

D. emand management

View answer

Correct Answer: C

Question #284

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. ervice level management

B. roblem management

C. hange management

D. vent management

View answer

Correct Answer: B

Question #285

Why is it important for service providers to understand patterns of business activity (PBA)?

A. BA are based on organizational roles and responsibilities

B. T service providers CANNOT schedule changes until they understand PBA

C. emand for the services delivered by service providers are directly influenced by PBA

D. nderstanding PBA is the only way to enable accurate service level reporting

View answer

Correct Answer: C

Question #286

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 I

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

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

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

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

View answer

Correct Answer: D

Question #287

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management

B. Service request management and deployment management

C. Deployment management and change enablement

D. Change enablement and incident management

View answer

Correct Answer: A

Question #288

As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?

A. The Forward Schedule of Change, produced by Change Management

B. A Service Catalogue plus an understanding of the business criticality of each of the services

C. A list of Services and Operational Level Agreements

D. A report produced by Incident Management detailing the incidents affecting IT Services over the last month

View answer

Correct Answer: B

Question #289

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. ata

B. nformation

C. nowledge

D. overnance

View answer

Correct Answer: C

Question #290

Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related improvements

B. Authorizing changes to implement improvements

C. Logging and managing incidents that result in improvement opportunities

D. Making business cases for improvement action

View answer

Correct Answer: D

Question #291

An organization is continually changing to maintain customer and market relevant. The changes adopting new technologies, expanding to new markets, and adjusting the service portfolio. Which is the BEST approach to ensure that suppliers and partners support these changes?

A. Technology replacement modernization

B. Uninterrupted delivery

C. Sourcing strategy

D. Organizational resilience

View answer

Correct Answer: C

Question #292

The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?

A. eople, process, partners, performance

B. erformance, process, products, plans

C. eople, process, products, partners

D. eople, products, plans, partners

View answer

Correct Answer: C

Question #293

Which of the following are aspects of Service Design?1 Architectures2 Technology3 Service Management processes4 Metrics

A. All of the other alternatives apply

B. 1, 2 and 4 only

C. 1 only

D. 2 and 3 only

View answer

Correct Answer: A

Question #294

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 #295

Which of the following identifies the purpose of service transition planning and support?

A. rovide overall planning for service transitions and co-ordinate the resources they require

B. nsure that all service transitions are properly authorized

C. rovide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D. o define testing scripts to ensure service transitions are unlikely to ever fail

View answer

Correct Answer: A

Question #296

Which of these should a change model include?1. The steps that should be taken to handle the change2. Responsibilities; who should do what, including escalation3. Timescales and thresholds for completion of the actions4. Complaints procedures

A. , 2 and 3 only

B. ll of the above

C. and 3 only

D. and 4 only

View answer

Correct Answer: A

Question #297

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 #298

A software development team makes many hundreds of small changes every week.Who can BEST make the decision of whether to accept each change?

A. The IT change manager

B. The software development manager

C. The sponsor in the service consumer organization

D. The other members of the software development team

View answer

Correct Answer: D

Question #299

In which of the following should details of a workaround be documented?

A. he service level agreement (SLA)

B. he problem record

C. he availability management information system

D. he IT service plan

View answer

Correct Answer: B

Question #300

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. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment

B. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment

C. The results of this initial assessment are better than you had expected, you do not see any need to change things yet

D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet

View answer

Correct Answer: B

Question #301

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

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

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

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

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

View answer

Correct Answer: D

Question #302

Which reason describes why ITIL is so successful?

A. he five ITIL volumes are concise

B. t is not tied to any particular vendor platform

C. t tells service providers exactly how to be successful

D. t is designed to be used to manage projects

View answer

Correct Answer: B

Question #303

Which statement about the service portfolio is TRUE?

A. he service portfolio includes ail services except those managed by third parties

B. t is an integral part of the service catalogue

C. t allows the organization unlimited resources when planning for new service deployments

D. t represents all resources presently engaged or being released in various stages of the service lifecycle

View answer

Correct Answer: D

Question #304

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 #305

Which should be handled by 'service request management'?

A. A request to implement a security patch

B. A request to provide a laptop

C. A request to resolve an error in a service

D. A request to change a target in a service level agreement

View answer

Correct Answer: B

Question #306

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

A. Service Desk

B. Request Fulfilment

C. Service Portfolio Management

D. IT Finance

View answer

Correct Answer: B

Question #307

See the Scenario for additional information.

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

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

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

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

View answer

Correct Answer: C

Question #308

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 #309

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 #310

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 #311

An organization cannot afford the loss that comes from taking risks that go wrong, but they suffer big losses because they often take these risks anyway. What combination of risk capacity and risk appetite this situation?

A. Low risk capacity, high risk appetite

B. High risk capacity, high risk appetite

C. Low risk capacity, low risk appetite

D. High risk capacity, low risk appetite

View answer

Correct Answer: A

Question #312

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

A. ata

B. nowledge

C. isdom

D. nformation

View answer

Correct Answer: C

Question #313

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

View answer

Correct Answer: A

Question #314

Service Acceptance criteria are used to?

A. nsure the design stage of the Lifecycle

B. nsure Portfolio Management is in place

C. nsure delivery and support of a service

D. nsure service Key Performance Indicators (KPIs) are reported

View answer

Correct Answer: C

Question #315

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

A. ocal

B. entralized

C. utsourced

D. irtual

View answer

Correct Answer: C

Question #316

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans

B. Swarming

C. Target resolution times

D. Self-help

View answer

Correct Answer: B

Question #317

Which 'service level management' activity helps staff to deliver a more business-focused service?

A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers

C. Using complex technical terminology in service level agreements (SLAs)

D. Measuring low-level operational activities

View answer

Correct Answer: B

Question #318

Which statement about outputs is CORRECT?

A. They consist of several outcomes

B. They capture customer demand for services

C. They contribute to the achievement of outcomes

D. They describe how the service performs

View answer

Correct Answer: C

Question #319

A plan for managing the end of a supplier contract should be created when?

A. he contract is being negotiated

B. he contract is about to be ended

C. he Supplier Manager decides that there is a risk the contract might need to end soon

D. he contract has been agreed

View answer

Correct Answer: A

Question #320

The term 'Service Management' is best used to describe?

A. Units of organizations with roles to perform certain activities

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

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

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

View answer

Correct Answer: B

Question #321

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Service request management

B. Service configuration management

C. Deployment management

D. Change enablement

View answer

Correct Answer: A

Question #322

Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management

B. Change enablement

C. Service request management

D. Problem management

View answer

Correct Answer: A

Question #323

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.

B. High Impact II

C.

D. High Impact II

E.

F. Major Incident II

G.

H. High Impact II

View answer

Correct Answer: B

Question #324

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Service configuration management

B. Service desk

C. Problem management

D. Deployment management

View answer

Correct Answer: B

Question #325

Which one of the following statements is CORRECT?

A. he configuration management system is part of the known error database

B. he service knowledge management system is part of the configuration management system

C. he configuration management system is part of the service knowledge management system

D. he configuration management system is part of the configuration management database

View answer

Correct Answer: C

Question #326

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

A. Design and transition

B. Engage

C. Obtain/build

D. Plan

View answer

Correct Answer: A

Question #327

The remediation plan should be evaluated at what point in the change lifecycle?

A. efore the change is approved

B. mmediately after the change has failed and needs to be backed out

C. fter implementation but before the post implementation review

D. fter the post implementation review has identified a problem with the change

View answer

Correct Answer: A

Question #328

Which gives a user access to a system?

A. Service requirement

B. Service agreement

C. Service consumption

D. Service provision

View answer

Correct Answer: D

Question #329

Which of the following would NOT be a task carried out by the Request Fulfillment Process?

A. The sourcing and delivering of the components of requested standard serviced (e

B. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists

C. Provision of information used to compare actual performance against design standards

D. Provision of information to users and customers about the availability of services and the procedure for obtaining them

View answer

Correct Answer: C

Question #330

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. Configuration baseline

B. Project baseline

C. Change baseline

D. Asset baseline

View answer

Correct Answer: A

Question #331

Identify the missing words in the following sentence.When an organization has decided to improve a service, it should start by considering [?].

A. existing information

B. new methods

C. additional measurements

D. revised processes

View answer

Correct Answer: A

Question #332

Which of the following statements about service asset and configuration management is/are CORRECT?1. A configuration item (CI) can exits as part of any numbers other CIs at the same time2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: C

Question #333

Which of these statements reflect the activities of IT Financial Management?1 IT Financial Management may calculate the prices to be charged for IT services2 IT Financial Management ensures that the IT department charges those who benefit from IT

A. Only 1

B. Only 2

C. Neither

D. 1 and 2

View answer

Correct Answer: A

Question #334

The group that authorizes changes that must be installed faster than the normal process is called the?

A. mergency CAB (ECAB)

B. rgent Change Authority (UCA)

C. rgent Change Board (UCB)

D. AB Emergency Committee (CAB/EC)

View answer

Correct Answer: A

Question #335

Which statement about outputs is CORRECT?

A. They consist of several outcomes

B. They capture customer demand for services

C. They contribute to the achievement of outcomes

D. They describe how the service performs

View answer

Correct Answer: C

Question #336

Which of the following should IT service continuity strategy be based on?1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)4. Risk assessment

A. , 2 and 4 only

B. , 2 and 3 only

C. , 3 and 4 only

D. , 3 and 4 only

View answer

Correct Answer: C

Question #337

Which is part of the 'focus on value' guiding principle?

A. Understanding what services help the service consumer

B. Reducing the number of steps in the customer experience

C. Assessing services to identify parts that can be reused

D. Identifying activities that can be achieved in smaller iterations

View answer

Correct Answer: A

Question #338

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 #339

Which one of the following is NOT the responsibility of a Service Level Manager?

A. Analyzing and reviewing agreed service levels

B. Maintaining the service catalogue

C. Negotiating requests for service

D. Assessing the full impact of proposed changes to services

View answer

Correct Answer: D

Question #340

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

View answer

Correct Answer: C

Question #341

What can a service remove from the consumer and impose on the consumer?

A. Utility

B. Asset

C. Cost

D. Outcome

View answer

Correct Answer: C

Question #342

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?1 Progress2 Effectiveness3 Efficiency4 ?

A. Cost

B. Compliance

C. Conformance

D. Capacity

View answer

Correct Answer: B

Question #343

What is the primary focus of the business 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

View answer

Correct Answer: D

Question #344

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. ata

B. nformation

C. nowledge

D. overnance

View answer

Correct Answer: C

Question #345

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

A. Focus on value

B. Start where you are

C. Think and work holistically

D. Optimize and automate

View answer

Correct Answer: D

Question #346

Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption

C. Ensuring access to agreed resources

D. Receiving of the agreed goods

View answer

Correct Answer: C

Question #347

Which of the following definitions best describes the IT Infrastructure Library (ITIL)?

A. A documented framework of proven best practices in Service Management

B. A prescriptive process for managing Service Improvement Projects

C. A methodology for supporting and delivering IT services

D. A quality standard in managing customer relationships

View answer

Correct Answer: A

Question #348

Identify the missing word in the following sentence:A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.

A. requirements

B. resources

C. suppliers

D. products

View answer

Correct Answer: A

Question #349

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A. A normal change

B. An emergency change

C. A standard change

D. A change model

View answer

Correct Answer: C

Question #350

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 #351

Which areas of service management can benefit from automation?1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoring

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 #352

Even Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle?

A. Service Transition

B. Service Operation

C. Service strategy

D. Continual Service Improvement

View answer

Correct Answer: B

Question #353

What is the RACI model used for?

A. recording configuration items

B. defining roles and responsibilities

C. performance analysis

D. monitoring services

View answer

Correct Answer: B

Question #354

Which one of the following is an objective of service catalogue management?

A. egotiating and agreeing service level agreement

B. egotiating and agreeing operational level agreements

C. nsuring that the service catalogue is made available to those approved to access it

D. nly ensuring that adequate technical resources are available

View answer

Correct Answer: C

Question #355

What is a configuration item?

A. Any financially valuable component that can contribute to the delivery of an IT product or service

B. Any change of state that has significance for the management of a service

C. Any component that needs to be managed in order to deliver an IT service

D. A problem that has been analyzed but has not been resolved

View answer

Correct Answer: C

Question #356

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 #357

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

A. only capabilities needed and agreed

B. only requirements needed and agreed

C. only resources and capabilities needed

D. requirements, resources and capabilities needed and agreed

View answer

Correct Answer: D

Question #358

Why is a meeting notes template used?

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

B. To help the meeting chairperson to capture key details

C. To ensure that the meeting runs to planned timings

D. To ensure the correct participants attend the meeting

View answer

Correct Answer: A

Question #359

Which is provided by the 'engage' value chain activity?

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization

C. Ensuring that service components are available when needed

D. Ensuring that services are operated to meet agreed specifications

View answer

Correct Answer: B

Question #360

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. eople, process, partners, performance

B. erformance, process, products, plans

C. eople, process, products, partners

D. eople, products, plans, partners

View answer

Correct Answer: C

Question #361

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 #362

What is defined as any financially valuable component that can contribute to the delivery of a service?

A. Configuration item

B. Product

C. IT asset

D. Event

View answer

Correct Answer: C

Question #363

Which one of the following is NOT the responsibility of service catalogue management?

A. nsuring that information in the service catalogue is accurate

B. nsuring that service level agreements are maintained

C. nsuring that information in the service catalogue is consistent with information in the service portfolio

D. nsuring that all operational services are recorded in the service catalogue

View answer

Correct Answer: B

Question #364

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 #365

Which process is responsible for recording relationships between service components?

A. Service Level Management

B. Service Portfolio Management

C. Service Asset and Configuration Management

D. Incident Management

View answer

Correct Answer: D

Question #366

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from service

A. and 3 only

B. ll of the above

C. and 2 only

D. and 3 only

View answer

Correct Answer: B

Question #367

Which statement about the emergency change advisory board (ECAB) is CORRECT?

A. he ECAB considers every high priority request for change (RFC)

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

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

D. he ECAB will be chaired by the IT Director

View answer

Correct Answer: C

Question #368

Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.These specialized organizational capabilities include which of the following?

A. applications and infrastructure

B. service pipelines and service catalogue

C. functions and processes

D. markets and customers

View answer

Correct Answer: C

Question #369

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. only

B. ll of the above

C. and 2 only

D. and 3 only

View answer

Correct Answer: B

Question #370

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 #371

Where should the following information be stored?1. The experience of staff2. Records of user behaviour3. Supplier's abilities and requirements4. User skill levels

A. he forward schedule of change

B. he service portfolio

C. configuration management database (CMDB)

D. he service knowledge management system (SKMS)

View answer

Correct Answer: D

Question #372

Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

A. Organizational structure

B. Employee satisfaction measurement

C. Working to a customer oriented mindset

D. The value of positive communications

View answer

Correct Answer: A

Question #373

Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

View answer

Correct Answer: C

Question #374

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A. Continual improvement

B. Service value chain

C. Practices

D. Guiding principles

View answer

Correct Answer: D

Question #375

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. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: C

Question #376

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 #377

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 #378

Which one 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 #379

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

A. Service metrics measure the end to end service; Technology metrics measure individual components

B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

View answer

Correct Answer: A

Question #380

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

View answer

Correct Answer: D

Question #381

Which dimension includes the knowledge needed for the management of services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #382

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 #383

Which of the following is a responsibility of Supplier Management?

A. Development, negotiation and agreement of Service Level Agreements

B. Development, negotiation and agreement of contracts

C. Development, negotiation and agreement of the Service Portfolio

D. Development, negotiation and agreement of Organisational Level Agreements

View answer

Correct Answer: B

Question #384

Possible problems with Change Management include:

A. Greater ability to absorb a large volume of change

B. Increased visibility and communication of changes

C. Lack of ownership of impacted services

D. Better alignment of IT services to actual business needs

View answer

Correct Answer: C

Question #385

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. ervice operation

B. ervice transition

C. ontinual service improvement

D. ervice strategy

View answer

Correct Answer: C

Question #386

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 #387

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A. Training in risk management for all staff and identification of risks

B. Identification of risk, analysis and management of the exposure to risk

C. Control of exposure to risk and investment of capital

D. Training of all staff and investment of capital

View answer

Correct Answer: B

Question #388

Which activity is part of the 'continual improvement' practice?

A. Handling compliments and complaints from users to identify improvements

B. Improving relationships with and between stakeholders

C. Prioritizing and creating business cases for improvement initiatives

D. Identifying the cause of unplanned interruptions to service

View answer

Correct Answer: C

Question #389

Which practice establishes a channel between the service provider and its users?

A. Relationship management

B. Change enablement

C. Supplier management

D. Service desk

View answer

Correct Answer: D

Question #390

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. erviceability

B. vailability

C. apacity

D. ontinuity

View answer

Correct Answer: B

Question #391

Which statement about 'continual improvement' is CORRECT?

A. All improvement ideas should be logged in a single 'continual improvement register'

B. A single team should carry out 'continual improvement' across the organization

C. 'Continual improvement' should have minimal interaction with other practices

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

View answer

Correct Answer: D

Question #392

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 #393

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

A. The Service Level Manager

B. The Business Relationship Manager

C. The Service Owner

D. The Service Continuity Manager

View answer

Correct Answer: C

Question #394

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

A. nternal

B. xternal

C. ervice desk

D. hared services unit

View answer

Correct Answer: C

Question #395

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 #396

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 #397

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 #398

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. 2, 3 and 4 only

B. All of the above

C. 1, 2 and 3 only

D. 1, 2 and 4 only

View answer

Correct Answer: C

Question #399

Which of the following statements is INCORRECTLY assigned to its book?

A. contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION

B. ensures that organization are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY

C. provides guidance for the development of services and service management processes: SERVICE DESIGN

D. contains guidance on supporting operations through new models and architectures, such as shares services: CONTINUAL SERVICE IMPROVEMENT

View answer

Correct Answer: D

Question #400

Which statement about the 'continual improvement model' is CORRECT?

A. Organizations should work through the steps of the model in the sequence in which they are presented

B. The flow of the model helps organizations to link improvements to its goals

C. The model is applicable to only certain parts of the service value system

D. Organizations should use an additional model or method to link improvements to customer value

View answer

Correct Answer: B

Question #401

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 #402

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

View answer

Correct Answer: B

Question #403

What is defined as any financially valuable component that can contribute to the delivery of a service?

A. Configuration item

B. Product

C. IT asset

D. Event

View answer

Correct Answer: C

Question #404

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 #405

How does Problem Management work with Change Management?

A. y installing changes to fix problems

B. y negotiating with Incident Management for changes in IT for Problem resolution

C. y issuing RFCs for permanent solutions

D. y working with users to change their IT configurations

View answer

Correct Answer: C

Question #406

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

A. Service metrics measure processes and functions; Technology metrics measure server and network availability

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 each of the service management processes; Technology metrics measure the infrastructure

View answer

Correct Answer: C

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