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Question #1
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
A. Business Objectives, IT Objectives, Process Metrics
B. Process Models, Goals and Objectives
C. Vision and Strategy, Tactical Goals and Operational Goals
D. Business and IT Strategy and Process Definitions
View answer
Correct Answer: A

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Question #2
In service design, which term describes services, technologies and tools?
A. People
B. Partners
C. Products
D. Processes
View answer
Correct Answer: C
Question #3
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers
View answer
Correct Answer: D
Question #4
Which is NOT an objective of the change management process?
A. To ensure that all changes to configuration items are recorded in the configuration management system
B. To ensure that changes are recorded and evaluated
C. To respond to the business and IT requests for change that will align the services with the business needs
D. To deliver and manage IT services at agreed levels to business users
View answer
Correct Answer: A
Question #5
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
A. Service portfolio management
B. Service level management
C. Service catalogue management
D. Service capacity management
View answer
Correct Answer: B
Question #6
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Improve
B. Evaluate; Diagnose; Justify; Intervene
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
View answer
Correct Answer: C
Question #7
Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement
A. 1 Plan, 2 Do, 3 Check, 4 Act
B. 3 Plan, 2 Do, 4 Check, 1 Act
C. 4 Plan, 3 Do, 1 Check, 2 Act
D. 2 Plan, 3 Do, 4 Check, 1 Act
View answer
Correct Answer: B
Question #8
Where are the details of core and enhancing services provided?
A. The definitive media library
B. The configuration management system
C. The service portfolio
D. The service catalogue
View answer
Correct Answer: C
Question #9
Which statement BEST describes the stakeholders in service management?
A. A stakeholder can only be the customer of a service
B. A stakeholder is any individual or group that has invested their money and time in the services
C. A stakeholder can only be the provider of a service
D. A stakeholder is any individual or group who has an interest in the management of the services
View answer
Correct Answer: C
Question #10
In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
View answer
Correct Answer: D
Question #11
Access management is responsible for executing the policies that are defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
View answer
Correct Answer: A
Question #12
Which statement BEST describes the purpose of release and deployment management?
A. To deliver the functionality required by the business while protecting the integrity of existing services
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
View answer
Correct Answer: C
Question #13
Which statement about internal customers is CORRECT?
A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider
View answer
Correct Answer: C
Question #14
Which is used to assess business demand for services?
A. Premium business assets
B. Patterns of business activity
C. Provider business assets
D. Predicted business architecture
View answer
Correct Answer: C
Question #15
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
A. Plan
B. Do
C. Check
D. Act
View answer
Correct Answer: C
Question #16
What is IT Governance concerned with?
A. Measuring and improving the efficiency and effectiveness of IT processes
B. Ensuring that IT processes support the organization's strategies and objectives
C. Reducing the total cost of providing services to the business
D. Ensuring that targets documented in Service Level Agreements (SLAs) are met
View answer
Correct Answer: D
Question #17
Where would all the possible service improvement opportunities be recorded?
A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database
View answer
Correct Answer: B
Question #18
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
View answer
Correct Answer: D
Question #19
Which of the following statements correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
View answer
Correct Answer: B
Question #20
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
A. Service strategy
B. Service transition
C. Service operation
D. Continual service improvement
View answer
Correct Answer: B
Question #21
Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
View answer
Correct Answer: D
Question #22
Which three types of metric support Continual Service Improvement (CSI) activities?
A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
View answer
Correct Answer: D
Question #23
What BEST defines IT service management?
A. An organization supplying services to only external customers
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services
View answer
Correct Answer: AD
Question #24
Which of the following is the BEST reason for categorizing incidents?
A. To establish trends for use in problem management and other IT service management (ITSM) activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
View answer
Correct Answer: A
Question #25
Which of the following is NOT a benefit of using public frameworks and standards?
A. Knowledge of public frameworks is more likely to be widely distributed
B. They are always free ensuring they can be implemented quickly
C. They are validated across a wide range of environments making them more robust
D. They make collaboration between organizations easier by giving a common language
View answer
Correct Answer: D
Question #26
Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
View answer
Correct Answer: D
Question #27
Remediation planning is a key part of which process?
A. Capacity management
B. Change management
C. Financial management for IT services
D. Availability management
View answer
Correct Answer: B
Question #28
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
View answer
Correct Answer: A
Question #29
Which of the following would be examined by a major problem review? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
View answer
Correct Answer: D
Question #30
Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach?
A. Service and process improvement
B. Baseline assessments
C. Policy and governance review
D. Measurable targets
View answer
Correct Answer: A
Question #31
What is NOT within the scope of service catalogue management?
A. Contribution to the definition of services
B. Interfaces between all services and supporting services
C. Interfaces between the service catalogue and service portfolio
D. Fulfillment of business service requests
View answer
Correct Answer: B
Question #32
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
View answer
Correct Answer: B
Question #33
Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
View answer
Correct Answer: D
Question #34
Which of the following BEST describes an operational level agreement (OLA)?
A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity
B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services
C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers
View answer
Correct Answer: B
Question #35
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The process practitioner
B. The process owner
C. The service owner
D. The process manager
View answer
Correct Answer: C
Question #36
What BEST defines serviceability?
A. How quickly a service or component can be restored to normal working order
B. How long a service or component can perform its agreed function without failure
C. The ability of a third-party supplier to meet the terms of its contract
D. The part of the business process that is critical to providing the service
View answer
Correct Answer: C
Question #37
Which term describes if a service is fit for use?
A. Serviceability
B. Utility
C. Warranty
D. Availability
View answer
Correct Answer: D
Question #38
Which of the following is the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
View answer
Correct Answer: C
Question #39
Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for completion of the actions 4. Complaints procedures
A. 1, 2 and 3 only
B. All of the above
C. 1 and 3 only
D. 2 and 4 only
View answer
Correct Answer: A
Question #40
Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
View answer
Correct Answer: B
Question #41
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. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
View answer
Correct Answer: A
Question #42
The BEST description of the guidance provided by Service Design is?
A. The design and development of new services
B. The design and development of service improvements
C. The design and development of services and service management processes
D. The day-to-day operation and support of services
View answer
Correct Answer: C
Question #43
Which process analyzes services that are no longer viable and determines when they should be retired?
A. Change management
B. Service portfolio management
C. Service level management
D. Business relationship management
View answer
Correct Answer: C
Question #44
From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The user
B. The customer
C. The supplier
D. The administrator
View answer
Correct Answer: B
Question #45
Which CSI step would defining metrics be appropriate for?
A. Where do we want to be?
B. Did we get there?
C. How do we keep the momentum going?
D. Where are we now?
View answer
Correct Answer: D
Question #46
What is the primary focus of the business management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
View answer
Correct Answer: D
Question #47
What term describes actions taken to recover after a failed change or release?
A. Remediation
B. Restoration
C. Reactivation
D. Reassurance
View answer
Correct Answer: D
Question #48
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
View answer
Correct Answer: C
Question #49
What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?
A. Risk Manage
B. Risk Coordinator
C. Risk Actionee
D. Risk Owner
View answer
Correct Answer: C
Question #50
Which Service Design process makes the most use of data supplied by Demand Management?
A. Service Catalogue Management
B. Service Level Management
C. IT Service Continuity Management
D. Capacity Management
View answer
Correct Answer: D
Question #51
How is a service delivered between departments of the same organization classified?
A. Internal service
B. External service
C. Mission critical service
D. Organizational service
View answer
Correct Answer: B
Question #52
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Request Fulfillment
C. Release and Deployment Management
D. Incident Management
View answer
Correct Answer: A
Question #53
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 time 2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
View answer
Correct Answer: C
Question #54
Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing people to required roles
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
View answer
Correct Answer: C
Question #55
What BEST defines roles and responsibilities in relation to process and activities?
A. Human resource model
B. Configuration baseline
C. Service model
D. RACI matrix
View answer
Correct Answer: D
Question #56
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management
View answer
Correct Answer: A
Question #57
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation
D. Service design
View answer
Correct Answer: D

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