1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model? a) What is the vision?

b) Did we get there? c) Is there budget? d) Where are we now?

2. What is the RACI model used for? a) Documenting the roles and relationships of stakeholders in a process or activity b) Defining requirements for a new service or process c) Analyzing the business impact of an incident d) Creating a balanced scorecard showing the overall status of Service Management

3. What is the main reason for establishing a baseline? a) To standardize operation b) For knowing the cost of services provided c) For roles and responsibility to be clear d) For later comparison

4. Which of the following is NOT an objective of Service Operation? a) Through testing, to ensure that services are designed to meet business needs b) To deliver and support IT services c) To manage the technology used to deliver services d) To monitor the performance of technology and processes

5. Which of the following statements is CORRECT about patterns of demand generated by the customer s business? a) They are driven by patterns of business activity b) It is impossible to predict how they behave c) It is impossible to influence demand patterns d) They are driven by the delivery schedule generated by capacity management

6. Which of the following is NOT one of the ITIL core publications? a) Service Optimization b) Service Transition c) Service Design d) Service Strategy

7. Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity a) All of the above b) 1 only c) 2 only d) None of the above

8. Which is the correct sequence of events in the selection of a technology tool? a) Select Product, Requirements, Selection Criteria, Evaluate Product b) Selection Criteria, Requirements, Evaluate Product, Select Product c) Requirements, Selection Criteria, Select Product, Evaluate Product d) Requirements, Selection Criteria, Evaluate Product, Select Product

9. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics a) 1, 2 and 3 b) 2, 4 and 5 c) 1, 3 and 4 d) 1, 2 and 4

10. The priority of an Incident refers to? a) The relative importance of the Incident based on impact and urgency b) The speed with which the Incident needs to be resolved c) The number of staff that will be assigned to work on the Incident so that it is resolved in time d) The escalation path that will be followed to ensure resolution of the incident

11. The goal of Service Asset and Configuration Management is to? a) Account for all financial assets of the organization b) Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services c) Build service models to justify the ITIL implementations d) Implement ITIL across the organization

Incident Management 2. Access Management 4. Environmental design 3. Hardware and Software design 2. Problem Management 3. 2 and 3 only c) All of the above d) 2. ? a) Event management and Request Fulfillment b) Event Management and Service Desk c) Facilities Management and Event Management d) Change Management and Service Level Management 13. 3 and 4 only . Data design a) 1. Process design 4.12. 3 and 4 only b) 1. Which are the missing Service Operation processes from the following? 1. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. ? 5. Which of the following identifies two Service Portfolio components within the Service Lifecycle? a) Requirements Portfolio and Service Catalogue b) Service Knowledge Management System and Service Catalogue c) Service Knowledge Management System and Requirements Portfolio d) Requirements Portfolio and Configuration Management System 14.

What does the Service V model represent? a) A strategy for the successful completion of all Service Management projects b) The path to Service Delivery and Service Support for efficient and effective utilization of resources c) Levels of Configuration and testing required to deliver a Service Capability d) The business perspective as perceived by the customer and the user of services 18. Business drivers and requirements for a new service should be considered during? a) Review of the router operating system patches b) Review of the current capabilities of IT service delivery c) The Post Implementation Review (PIR) of a change d) Decommissioning legacy servers 16. Technical Management is NOT responsible for? a) Maintenance of the technical infrastructure b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure c) Defining the Operational Level Agreements for the technical teams d) Diagnosis of.15. technical failures . The BEST definition of an event is? a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted b) An occurrence that is significant for the management of the IT infrastructure or delivery of services c) A known system defect that generates multiple incident reports d) A planned meeting of customers and IT staff to announce a new service or improvement program 17. and recovery from.

Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy . The following options are considered within which process? 1.19. Manual a) Incident Management b) Release and Deployment Management c) Service Asset and Configuration Management d) Service Catalogue Management 20. Automated vs. Supplier metrics. what attributes of the service should be considered? a) Objectives. Which of the following activities is Service Level Management responsible for? a) Design the configuration management system from a business perspective b) Create technology metrics to align with customer needs c) Create a customer facing service catalogue d) Train service desk on how to deal with customer complaints about service 21. IT objectives. Big bang vs. Metric. Push and Pull 3. Phased 2. When analyzing an outcome for creation of value for customers. Process metrics c) Desired outcome. Products. Technology 22. Desired outcome b) Business Objectives. IT objectives d) People.

Service Transition and Service Operation d) Service Strategy. Consider the following statements: 1. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control . Service Operation and Continual Service Improvement 23. CSI provides guidance on how to improve process efficiency and effectiveness 2. 2 and 3 only d) All of the above 25. CSI provides guidance on the improvement of all phases of the service lifecycle 4. CSI provides guidance on the measurement of processes and services Which of the above statements is CORRECT? a) 1 and 2 only b) 2 only c) 1. Which of the following statements are CORRECT about Functions? 1. CSI provides guidance on how to improve services 3. They provide structure and stability to organizations 2. Service Transition. Which of the following BEST describes the purpose of Event Management? a) The ability to detect events.b) Service Strategy and Continual Service Improvement c) Service Strategy. Service Design. make sense of them and determine the appropriate control action b) The ability to implement monitoring tools c) The ability to monitor and control the activities of technical staff d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices 24.

from Strategy through Design and Transition to Operations and Improvement 28. If an organization is able to become more proactive in its ITSM processes. 2 and 3 only b) 1.4. Which of the following statements about Supplier Management is INCORRECT? a) Supplier Management negotiates internal and external agreements to support the delivery of services b) Supplier Management ensures that suppliers meet business expectations c) Supplier Management maintains information in a Supplier and Contracts Database d) Supplier Management should be involved in all stages of the service lifecycle. 2 and 4 only c) All of the above d) None of the above 26. They are costlier to implement compared to processes a) 1. what is likely to happen to support costs? a) They are likely to increase gradually b) They are likely to increase dramatically c) They are likely to gradually reduce d) They are likely to reduce initially and then gradually return to current level 27. Which of the following BEST describes a Local Service Desk structure? a) A Service Desk that also provides onsite technical support to its users b) A Service Desk where analysts only speak one language c) A Service Desk that is situated in the same location as the users it serves d) A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location .

What is the role of the Emergency Change Advisory Board (ECAB)? a) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods b) To assist the Change Manager in implementing emergency changes c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved d) To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur. Operations Control refers to? a) The managers of the Technical and Applications Management functions b) Overseeing the execution and monitoring of IT operational events and activities c) The tools used to monitor and display the status of the IT Infrastructure and Applications d) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available . 30. The main objective of Availability Management is? a) To monitor and report availability of services and components b) To ensure that all targets in Service Level Agreements (SLAs) are met c) To guarantee availability levels for services and components d) To ensure that service availability matches or exceeds the agreed needs of the business 32.29. Which of the following is a good use of a baseline? a) The desired end state of a project b) A marker or starting point for later comparison c) The current desktop models in use d) The type of testing to be done for a release 31.

It responds to a specific event 5. A Service Level Package is best described as? a) A definite level of utility and warranty associated with a core service package b) A description of customer requirements used to negotiate a Service Level Agreement c) A description of the value that the customer wants and for which they are willing to pay d) A document showing the Service Levels achieved during an agreed reporting period 36. Which off the following is a characteristic of every process? 1. It is measurable 2. 2. It delivers its primary result to a customer or stakeholder a) 1. Incident Management has a value to the business by? a) Helping to control infrastructure cost of adding new technology . Which of the following is NOT an example of a Service Request? a) A user calls the Service Desk to order a toner cartridge b) A user calls the Service Desk because they would like to change the functionality of an application c) A Manager submits a request for a new employee to be given access to an application d) A user logs onto an internal website to download a licensed copy of software from a list of approved options 35. 3 and 4 only b) 1.33. It is timely 3. 4 and 5 only c) 1. 3. 2. It delivers a specific result 4. 4 and 5 only d) All of the above 34.

what do we want to be. Check. Do. Measure. responsibilities. The four stages of the Deming Cycle are? a) Plan. Re-Act. Audit d) Plan. Which of the following statements is CORRECT for all processes? a) They define activities. define what you can measure. Act. Do. Monitor.b) Enabling users to resolve Problems c) Helping to align people and process for the delivery of service d) Contributing to the reduction of impact 37. Implement c) Plan. Act 39. gather data and process data b) Gather data. What is the CORRECT order of the first four activities in the 7 Step Improvement Process? a) Define what you should measure. roles. how do we get there? d) Gather data. analyze data and present data c) What is the vision. functions and metrics b) They create value for stakeholders c) They are carried out by a Service Provider in support of a Customer . process data. define what you should measure and define what you can measure 40. where are we now. Check. Report b) Plan. A Service owner is responsible for which of the following? a) Recommending improvements b) Designing and documenting a Service c) Carrying out the Service Operations activities needed to support a Service d) Producing a balanced scorecard showing the overall status of all Services 38. process data.

Which aspect of Service Design is missing from the list below? 1. Service Owner . Which of the following Roles is responsible for identifying opportunities for improvement? 1. ? a) The design of Functions b) The design of Service Level Agreements c) The design of applications d) The design of measurement systems. The design of technology architecture and management systems 4. The design of the processes required 5. The ITIL V3 core is best described as? a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle 2. The design of services 2.d) They are units of organizations responsible for specific outcomes Free ITIL Dumps Exam Questions Version-3 Paper 2 1. The design of Service Management systems and tools 3. methods and metrics 3.

2. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy. Service Transition and Service Operation c) Service Operation and Continual Service Improvement d) Continual Service Improvement 5. Which of the following is the most appropriate approach to carrying out Service Operations? a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure b) Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services d) IT Operations does not take an internal or external view as they execute processes defined by Service Design . Service Design. Service Transition. Continual Service Improvement (CSI) Manager 3. Process Owner a) 1 and 2 only b) 1 and 3 only c) All of the above d) 2 and 3 only 4. Service Operation and Continual Service Improvement b) Service Strategy.

How does an organization use Resources and Capabilities in creating value? a) They are used to create value in the form of output for production management b) They are used to create value in the form of goods and services c) They are used to create value to the IT organization for Service Support d) They are used to create value to the IT organization for Service Delivery 8. Demand Management 3. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2.6. Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is always the owner of the Incident Management process a) 2 only b) 1 only c) All of the above d) None of the above 7. Financial Management a) Service Operations b) Service Strategy . Service Portfolio Management 2. In which core publication can you find detailed descriptions of the following? 1.

Demand Management is primarily used to? a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT . A Process owner is responsible for which of the following? a) Purchasing tools to support the Process b) Ensuring that targets specified in an SLA are met c) Carrying out activities defined in the Process d) Monitoring and improving the Process 11. just as it is for any other phase of the Lifecycle d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle 10.c) Service Transition d) Continual Service Improvement 9. Which of the following statements BEST describes the role of Communication during Service Operation? a) Communication is defined as part of all processes and is executed in Service Operation b) Communication is a separate process that needs to be defined and executed with Service Operation c) Good communication is essential for successful Service Operation.

Which of the following are objectives of the Release and Deployment Management process? 1. 3 and 4 only 14.d) Align business with IT cost 12. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model? a) Facilitates clear communication and workflow practice across all parties involved in the CSI program b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI d) Provides a clear focus for matching the CSI processes to financial planning 13. To ensure that skills and knowledge are transferred to operations and support staff 3. To provide cost justifiable IT capacity that is matched to the needs of the business a) 1. Which of the following questions is NOT answered by Service Portfolio Management? . To ensure there is minimal unpredicted impact on production services 4. To ensure there are clear release and deployment plans 2. 2 and 3 only b) All of the above c) 1 and 3 only d) 1.

Which of the following statements are NOT included in Access Management? 1.a) How should our resources and capabilities be allocated? b) What opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models? 15. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to a) 3 and 4 only b) 1 and 3 only c) 2 and 3 only d) 1 and 2 only 16. Setting the rights or privileges of systems to allow access to authorized users 3. Verifying the identity of users requesting access to services 2. Application Management is NOT responsible for? a) Documenting and maintaining the technical skills required to manage and support Applications b) Managing applications through their lifecycle c) Assisting in the decision to build or buy new software d) Developing operational functionality required by the business .

it should not be documented within which of the following? a) The Glossary of Terms b) A Service Level Agreement c) An Incident Management record d) A Configuration Item (CI) 18. Release and Deployment technology 4. 3 and 4 only d) All of the above . Data mining and workflow tools 2. 3 and 4 only c) 2. Measurement and reporting systems 3. 2 and 3 only b) 1. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Process Design a) 1. What is the purpose of the Request Fulfillment Process? a) Dealing with Service Requests from the users b) Making sure all requests within an IT Organization is fulfilled c) Ensuring fulfillment of Change Requests d) Making sure the Service Level Agreement is met 19.17. If something cannot be measured.

Consider the following statements: 1.20. Warranty of a service means which of the following? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability. A Process should be traceable to a specific trigger 2. capacity. A characteristic of the Process is that it is performance driven and able to be measured Which of the above statements are CORRECT? a) 1 only b) All of the above c) None of the above d) 2 only 22. continuity and security . Which of the following statements is CORRECT about good practice ? a) It can be used to drive an organization forward b) It is something that is in wide industry use c) It is always documented in international standards d) It is always based on ITIL 21.

The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve d) To define and control the components of services and infrastructure and maintain accurate configuration records 24. such as printers or network access b) The Management of an outsourcing contract c) The Management of the physical IT environment. Facilities Management refers to? a) The Management of IT services that are viewed as utilities . A Service Catalogue should contain which of the following? a) The version information of all software b) The organizational structure of the company c) Asset information d) Details of all operational services 25.23. such as a Data Center d) The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure .

managed. which of the following benefits is LEAST useful in supporting a business case? a) Reduce technology investment by $5m due to more accurate capacity and performance modeling processes b) Reduce support manpower demand by 30% due to automated incident and problem management processes c) Improve employee morale and therefore create better relationships between IT and business units d) Reduce Problem resolution by 50% and minimize critical system outages 27. Which of the following would NOT be stored in the Definitive Media Library (DML)? a) Master copies of software b) Backups of application data c) Software licenses d) Master copies of controlled documentation 28.26. tested and implemented in a controlled manner b) Ensuring that changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing changes to be made . The objective of the Change Management process is most accurately described as? a) Ensuring that all changes are recorded. When planning and implementing a Continual Service Improvement (CSI) initiative.

Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) Insourcing relies on internal resources. outsourcing relies on application service provisioning . What is the best definition of an Incident Model? a) The template used to define the Incident logging form used to report Incidents b) A type of Incident involving a standard (or model) type of Configuration Item (CI) c) A set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that is easy to solve 31. outsourcing relies on external organization(s) resources b) Insourcing relies on external organization(s) resources. Functions are best described as? a) Without their own body of knowledge b) Closed loop systems c) Self-Contained units of organizations d) Focusing on transformation to a goal 30. outsourcing relies on internal resources c) Insourcing relies on co-sourcing. outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing.29.

act and improve d) To validate. assign resources. Which of the following is the CORRECT description of the Four P s of Service Design? a) A four step process for the design of effective Service Management b) A definition of the people and products required for successful design c) A set of questions that should be asked when reviewing design specifications d) The four major areas that need to be considered in the design of effective Service Management 35. Service Transition provides guidance on testing .32. monitor and change c) To validate. A benefit of using Service Design tools is? a) To help ensure that standards and conventions are followed b) To help ensure that events are detected as quickly as possible c) To help enable different applications to work together d) To help implement architectures that support the business strategy 34. justify and intervene b) To validate. Consider the following statements: 1. measure. Service Transition provides guidance on moving new and changed services into production 2. Why should monitoring and measuring be used when trying to improve services? a) To validate. plan. direct. purchase technology and train people 33.

An Incident occurs when: 1.3. A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT? a) All of the above b) 1 and 4 only . Service Transition provides guidance on the transfer of services to or from an external service provider Which of the above statements is CORRECT? a) 1 and 2 only b) 1 only c) All of the above d) 1 and 3 only 36. A redundant network segment fails. and the user is not aware of any disruption to service 4. Which is the first activity of the Continual Service Improvement (CSI) model? a) Assess the current business situation b) Understand high-level business requirements c) Agree on priorities for improvement d) Create and verify a plan 37. A user is unable to access a service during service hours 2. An authorized IT staff member is unable to access a service during service hours 3.

users and IT staff d) Information Security Management staff only Answers to ITIL V3 Sample Paper 2: . gathering the data. processing the data and using it to take corrective action 40.c) 2 and 3 only d) None of the above 38. The Information Security Policy should be available to which groups of people? a) Senior business managers and all IT staff b) Senior business managers. Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management 39. IT executives and the Security Manager c) All customers. The 7 Step Improvement Process can most accurately be described as? a) The Seven P s of Continual Service Improvement (CSI) b) A service improvement methodology based on the Deming Cycle c) A set of roles and responsibilities for managing service improvements d) A process for defining what is to be measured.

21. c. 16. 23. 38. 25. 28. 36. b. c. c. c. 03. a. d. 35. c 04. 29. 10. b. a. a. a. 32. 27. b. a. c. a. d. 17. 13. d. 30. 15. d. 02. c. b. 05. b. b. 08.01. 37. 18. a. d. c 31. 11. 39. 26. 40. d. 24. 06. . d. 07. d. 33. b. a. b. a. 20. b. d. 22. 34. b. 14. d. c. 19. 12. 09. d. b.

Data 4. The spell check module of a word-processing software package contains a number of errors. Managed Services 2. Which of the following CANNOT be stored and managed by a tool? A. The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited? . External Sourcing C. Separate procedures B. Major Incidents require? A. Which process is responsible for ensuring this updated version is tested? A. Configuration Management B. The Development department has corrected these errors in a new version. Wisdom D. Less urgency C. Co-Sourcing D. Longer timescales D. Knowledge B. Less documentation 3. Internal Sourcing-. Release Management 5. Which of the following best means Combination of Internal & External Sourcing? A. B. Information C.1. Problem Management D. Incident Management C.

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 . 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 B. Application Management B. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement 6. The RACI model Is beneficial to design Function Which of the above statements are CORRECT? A. There should be a single %n. Consider the following statements: 1. 2 only 7. Each stage should be carried out once in the order Plan-Do-Check-Act C. To build. There should be a single Plan and Do. Processes should be implemented in such a way that the Role and Function in an organization are defined 2. Service Desk D. Neither of the above D. Both of the above C. Availability Management 8. The entire cycle should be repeated multiple times to Implement Continual Improvement D. Operations Management C. and then Check and Act should be carried out multiple times to Implement Continual Improvement B. 1 Only B. Which of the following is the process rather than a department? A. Which of the following statements fully describes the aim of Release and Deployment Management? A.A.

4. 1. 1. and 5 only 10. 3 and 5 only B. and issues related to the new or changed service 9. installed. Roles 2. An organization supplying services to one or more internal customers D. An organization supplying services to one or more external customers B. 2. tested. Change Management C. An organization supplying services to one or more internal customers or external customers C. 5 and 6 only D. To ensure that all release and deployment packages can be tracked. Activities 3. Financial Management for IT services . Capacity Management B. Configuration Management D.C. Guidelines 5. 2. 1. An organization supplying IT services 11. A Service Provider is? A. Governance Framework A. and/or uninstalled or backed out if appropriate D. Which of the following may be defined in a process? 1. All of the above C. To record and manage deviations. 2. verified. Standards 6. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services? A. Functions 4. risks.

The successful and reverted Changes during a specific period 16. Which of the following statements is true about Access Management? A. Access Management is sometimes referred to as Rights Management or Identity Management. processes or measurement systems that meet all the agreed current and future IT requirements of the organization C. Which of the following are NOT responsibilities included In this role? A. technology architecture. Measuring the effectiveness and efficiency of the Service Design and supporting processes 13. Problem Management D.12. Produce and maintain all necessary Service Transition Packages B. The percentage of incidents that was resolved within the target D. The Process responsible for allowing Users to make use of IT Services. The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. IT Service Continuity Management B. Of which ITIL process are Reliability. data. Produce quality. or other Assets. Service Level Management C. Availability Management is responsible for availability of? . B. Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets. D. secure and resilient designs for new or improved services. All of above 15. The average utilization level of the Service Desk B. The level of availability realized and the time not available per period C. Serviceability and Maintainability components? A. Availability Management 14. Access Management helps to protect the Confidentiality. What aspects would you not expect to see in a Service Level report designed for the customer? A. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced D. C.

How do we keep the momentum going? C. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue. Resources and Business Processes D. In a project the focus is not on the result. continually improve B. What is the meaning of the term Serviceability? A. The degree of availability of the IT services that can be offered B. Check the plan has been properly implemented. A process stops when the objective has been achieved. whereas a project has a finite lifespan. Services and Business Processes C. Did we get there?. the PC will be replaced . improve the solution D. whereas a project does not stop when the objective is met. How do we get there?. The degree to which the services agreed in the Service Level Agreement (SLA) are complied with 20. What is the vision?. A process is continuous and has no end date. How do we check we arrived. whereas with a process the result is important 18. Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model? A. Plan how to achieve the outcomes. The degree to which the provision of IT services can be supported by maintenance contracts D. Services. identifies the required business outcomes. How do we keep the momentum going? 19. A user reports a PC problem to the Service Desk. Where do we want to be?. Design the solution. B. Operate the Solution. A project is continuous and has no end date. Transition into production. How do we get there?. whereas a process has a finite lifespan. What is the difference between a process and a project? A. Where do we want to be?. Services and Resources B.A. Implement the plan. D. The degree of support that the Service Desk provides to the customer C. Resources and Business Processes 17. C. Devise a strategy. Where are we now?.

Knowledge Process Outsourcing D. The KEDB and the CMS form part of the larger SKMS D. RFCs from the Service Desk that Problem Management passes on to Change Management 23. Application Service Provision B. on the basis of which Change Management can generate Requests for Change (RFCs) B. The Service Knowledge Management System (SKMS) is part of the CMS C. Which form of outsourcing provides domain based business expertise? A. Information is regularly exchanged between Problem Management and Change Management. Business Process Outsourcing C. RFCs from the users that Problem Management passes on to Change Management D. Change Management C. Known Errors from Problem Management. RFCs resulting from Known Errors C. Configuration Management D. Availability Management B. Service Catalogue . Where are activities documented with the aim of improving an IT service? A.within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours? A. What information is this? A. The CMS is partof the Configuration Management Data Base (CMDB) 22. Service Level Management 21. Co-Sourcing 24. Which of the following statements is CORRECT? A The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) B.

for example using an emergency power provision. Request for Change C. Replacement Request B. The consequences of the change such as limited. Change Management D. Request for Release D. The speed with which the change is made C. In IT Service Continuity Management various precautionary measures are taken. Incident Manager . Incident Management 27. Service Quality Plan (SQP) 25. Which of the following ITIL processes could also initiate this kind of measure? A. Changes are divided into categories. The sequence in which the change is made D. Service Level Agreement (SLA) D. Availability Management B. B. substantial. Service Request 28. etc. What is a request to replace something within the IT infrastructure called? A. Service Improvement Program C.B. Availability Manager B. The Request for Change number that the change is assigned 26. significant. Capacity management C. What criterion defines a category for a change? A. Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item? A.

C. B. A database or structured Document used to manage Supplier Contracts throughout their Lifecycle. How do we get there? 5. To provide the strategic direction for security activities and ensures objectives are achieved 31. Did we get there? 6. C. To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly. Which of the following best describes the goal of Information Security Management Process? A. To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities . Where are we now? 3. D. D. Service Level Manager 29. To provide a focus for all aspects of IT security and manage all IT security activities. What is the ROI B. What Is the vision? 2. Where do we want to be? 4. What is the VOI? 30. Which of the following steps from the continual improvement Model is missing? 1. Which of the following statements about Supplier and Contract Database (SCD) are correct? 1.? A. Problem Manager D. The SCD contains key Attributes of all Contracts with Suppliers 3. Its never part of the Service Knowledge Management System. Maintaining it is responsibility of Supplier management process . C. 4. How much did it cost. How do we keep the momentum going. 2.

Positioning 3. 1 & 2 only B. A change of state which has significance for the management of a Configuration Item or IT service. configuration Item or Monitoring tool. Which of the following statements is true about the term Event? A. All of above . Patterns D. Events typically require IT Operations personnel to take actions. B. Plan 4. What does Mean Time to Repair (MTTR) mean? A. Partners 33. All of above 32. 1. Average time between two consecutive incidents D. Average uptime of a service B. 2 & 4 D. People B.A. Which of the following will complete the Four P's of Service Design? 1. Product C. 2 & 3 C. C. ??? A. 1. Perspectives 2. and often lead to Incidents being logged D. Average time of the breakdown-free period within a measured period 34. Average downtime of a service C. The term Event is also used to mean an Alert or notification created by any IT Service.

Which of the above statements is correct? A. 2. or as part of the Configuration Management System. Application Portfolio 1. 2 & 3only C. Software awaiting user acceptance testing 36. component or CI can be restored to normal working after a failure. C. A measure of how quickly and effectively a service. Which of the following best describes Fault Tolerance? A. A database or structured Document used to manage Applications throughout their Lifecycle. D. All of above D.35. The Application Portfolio contains key Attributes of all Applications. Often this contract will include agreed levels of availability. The ability of an IT Service or Configuration Item to continue to operate correctly after Failure of a Component part. Authorized versions of all software used on the infrastructure D. reliability and/or maintainability for a supporting service or component. 3. 1 only B. A measure of how long a service. Copies of all live software programs C. B. Copies of all software versions that are needed B. The ability of a third-party supplier to meet the terms of their contract. 1 & 2 only 37. The Application Portfolio is sometimes implemented as part of the Service Portfolio. Which of the following questions is NOT answered by Capacity Plan? . component or CI can perform its agreed function without interruption 38. Which of the following is the best description of the contents of the Definitive Media Library (DML)? A.

Compiling the release schedule D. By reporting on all incidents 40. Components and resource forecasts D. Testing a release C. By defining service levels D. Capacity Forecasts B. How can an organization determine the effectiveness of the Service Level Management process? A. By measuring customer satisfaction C. What is the first activity when implementing a release? A. Recommendations C. By checking contracts with suppliers B. Countermeasures for risks 39. Designing and building a release B.A. Communicating and preparing the release .

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