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SAMPLE 1 ITIL V3 QUESTIONS
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TOC of ITIL Questions (Module Wise)
1 Service Strategy..........................................................................................3 1.1 Generic...................................................................................................3 1.2 Financial Management..............................................................................4 1.3 Service Portfolio Management....................................................................5 1.4 Demand Management...............................................................................6 2 Service Design............................................................................................7 2.1 Generic...................................................................................................7 2.2 Service Catalogue Management.................................................................8 2.3 Service Level Management........................................................................9 2.4 Capacity Management.............................................................................12 2.5 Availability Management..........................................................................13 2.6 IT Service Continuity Management...........................................................14 2.7 Information Security Management............................................................16 2.8 Supplier Management.............................................................................17 3 Service Transition.....................................................................................18 3.1 Generic.................................................................................................18 3.2 Change Management..............................................................................18 3.3 Service Asset & Configuration Management...............................................22 3.4 Release & Deployment Management.........................................................24 4 Service Operation.....................................................................................26 1.1 Generic.................................................................................................26 4.2 Event Management.................................................................................29 4.3 Incident Management.............................................................................30 4.4 Request Fulfillment.................................................................................31 4.5 Problem Management.............................................................................32 4.6 Access Management...............................................................................34 5 Continual Service Improvement................................................................35 5.1 Generic.................................................................................................35 5.2 7-step Improvement Process...................................................................36 5.3 Service Measurement..............................................................................38 5.4 Service Reporting...................................................................................38 6 GENERIC...................................................................................................40
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1 Service Strategy
1. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?
a) Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy, Service Transition and Service Operation d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
2. “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, capacity, continuity and security
3. During the Service Strategy, which of the following are considered?
a) Resource and Components b) Requirements and Resources c) Components and Requirements d) Requirements, Resources and Components
4. Which of the following ITIL Core volumes covers the design principles and methods for converting strategic objectives in to portfolios of services and service assets?
a) Continual Service Improvement b) Service Transition
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which of the following will be a DIRECT benefit? a) Better value for money b) Clearer charging policies c) Improved financial forecasting d) Higher quality support 4.2 Financial Management 1. b) The resources needed for an application can be determined.c) Service Design d) Service Strategy 1. Which ITIL process is responsible for annually allocating the costs of underpinning contracts? a) Capacity Management b) Availability Management c) Financial Management for IT services d) Service Level Management 4 Page of 69 . By introducing budgeting and accounting for IT services. Which ITIL process is responsible for drawing up a charging system? a) Availability Management b) Service Level Management c) Capacity Management d) Financial Management for IT Services 3. 2. Give one reason why charging for IT services is an important element of Financial Management? a) The availability of an IT service can be measured. c) The use of IT services can be influenced. d) Scenarios for capacity planning can be investigated.
2. or as part of the Configuration Management System. The Application Portfolio contains key Attributes of all Applications. A database or structured Document is used to manage Applications throughout their Lifecycle. Application Portfolio 1.5. The Application Portfolio is sometimes implemented as part of the Service Portfolio. Which of the following questions is NOT answered by Service Portfolio Management? 5 Page of 69 . Which of the above statements is correct? a) 1 only b) 2 & 3only c) All of above d) 1 & 2 only 3. 3.3 Service Portfolio Management 1. 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 2. Which ITIL process is responsible for setting up the cost allocation system? a) Availability Management b) Financial Management for IT Services c) Capacity Management d) Service Level Management 1.
........4 Demand Management 1.. Differential charging is a technique used in..... 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 2..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? 1. Demand Management is primarily used to? a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost 3... a) FTA b) Status Accounting c) Demand Management d) Financial Management 6 Page of 69 .
Hardware and Software design 2. Positioning 3. 3 and 4 only b) 1. 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 7 Page of 69 . 3 and 4 only 3. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1.1 Generic 1. ??? a) People b) Product c) Patterns d) Partners 2. 2 and 3 only c) All of the above d) 2. Perspectives 2. Process design 4. Environmental design 3. Plan 4. Data design a) 1. Which of the following will complete the Four P's of Service Strategy? 1.2 Service Design 2.
1. 2 & 4 B. The design of services 2. None of them 2. Which aspect of Service Design is missing from the list below? 1. Consider the following activities: a) The analysis of raw data b) The identification of trends c) The definition of Service Management processes d) The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool? A. ? a) The design of Functions b) The design of Service Level Agreements c) The design of applications d) The design of measurement systems. What document will list the Services currently provided to the Customers? a) Service Level Agreement b) Service Level Requirements c) Services Catalogue d) Services Contract 8 Page of 69 . methods and metrics 5. The design of Service Management systems and tools 3. 2 & 3 C.4.2 Service Catalogue Management 1. The design of the processes required 5. All of them D. The design of technology architecture and management systems 4.
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 2. How can an organization determine the effectiveness of the Service Level Management process? a) By checking contracts with suppliers b) By measuring customer satisfaction c) By defining service levels d) By reporting on all incidents 2.2. a) Only the first b) Only the second c) Both d) Neither 3. Which of these statements is correct? A. Which of the following best describes the goal of the Service Level Management? a) To maintain and improve IT service quality in line with business requirements b) To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets 9 Page of 69 . An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his computer.3 Service Level Management 1. A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer. B.
Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management 6. d) A paragraph of the SLA with additional specifications required to execute the SLA. c) The conditions required for the Service Level Agreement (SLA). 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 5. 4. Which statement best describes what these Service Level Requirements represent? a) The amount of defined IT service that the customer requires. Which of the following statements is true? a) Service Level Agreements are between user departments and technical support providers and are written in business language b) Operational Level Agreements are between internal service providers and may be written in technical language 10 Page of 69 . Service Level Requirements are used in the Service Level Management process. b) What the IT organization expects of the customer.c) To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability d) To ensure that IT delivers the same standard of service at the least cost 3.
All of them 11 Page of 69 . A customer-based Service Level Agreement structure includes: a) An SLA covering all Customer groups and all the services they use b) SLAs for each service that are Customer-focused and written in business language c) An SLA for each service type. 2 & 4 C. 3 & 5 B. There are strong links between Service Level Management and: a) Incident Management b) Availability Management c) Configuration Management d) IT Service Continuity Management e) Change Management A. Contract relating to an outsourced data center would be managed by? a) Technical management b) Service Desk c) IT Operations d) Facilities Management 8. 1. 2. 3 & 5 D. covering all of the services they use 9. covering all those Customer groups that use that Service d) An SLA with each individual Customer group.c) Operational Level Agreements are between Service Level Management and external providers and are written in business language d) Service Level Agreements are between user departments and Service Level Management and are written in technical language 7.
so that they may be understood by IT professionals b) A mixture of business.10. along with the IT infrastructures of both companies will be combined. Which ITIL process is responsible for determining the hardware necessary in order to support an application? a) Capacity Management b) Configuration Management c) Change Management d) Availability Management 3. so that they can be understood by everyone c) Clear and concise. d) Legally worded as they must be contractually binding 2. Which of the following questions is NOT answered by Capacity Plan? a) Capacity Forecasts b) Recommendations c) Components and resource forecasts d) Countermeasures for risks 2.4 Capacity Management 1. leaving no room for ambiguity. technical and legal language. The IT departments. “ Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? a) c) d) Application Management Computer Operations Management Release Management b) Capacity Management 12 Page of 69 . “A steel company merges with a competitor. The wording of SLAs and OLAs should be: a) Technically focused.
Consider the following list: a) Modeling b) Risk Analysis c) Application Sizing d) DSL maintenance Which two from the above list are among the main responsibilities of Capacity Management? A. Which of the following would normally be included in a Capacity Plan? a) Options b) Management summary c) Business workload forecasts d) Back out plans A.5 Availability Management 1. 1. All of them C. 3 & 4 D. Which of the following is the process rather than a department? a) Application Management b) Operations Management c) Service Desk d) Availability Management 2. 1 & 3 C. 2 and3 5. Availability Management is responsible for availability of? 13 Page of 69 . 1 & 2 B. 2 & 4 2. 3 and 4 B. 2. 2 and 3 only D.4.
a) Services and Resources b) Services and Business Processes c) Resources and Business Processes d) Services.6 IT Service Continuity Management 14 Page of 69 . How is it best defined? a) The prevention of failure. Which of the following is NOT an element of Availability Management? a) Verification b) Security c) Reliability d) Maintainability 5. and the ability to keep services and components operable b) The ability to restore services or components back to normal operation c) The percentage of the agreed service hours for which the service is available d) The support which external suppliers can be contracted to provide for parts of the IT infrastructure 2. Serviceability is an element of Availability Management. Resources and Business Processes 3. 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 4.
Which of the following ITIL processes could also initiate this kind of measure? a) Availability Management b) Capacity management c) Change Management d) Incident Management 2.1. Which ITIL process has responsibility in preventing unauthorized access to data? a) IT service continuity management b) Availability management c) Release management d) Information Security management 15 Page of 69 . In IT Service Continuity Management various precautionary measures are taken. Which activity is NOT the responsibility of IT service continuity management? a) Drawing up back-out scenarios b) Analyzing risks c) Testing back-out arrangements d) Executing impact analyses of incidents related to the back-out facilities 4. Which if the following would you NOT expect to see in an IT Service Continuity Plan? a) Contact lists b) The version number c) Full Service Level Agreements d) Reference to change control procedures 3. for example using an emergency power provision.
Which ITIL process has responsibility in preventing unauthorized access to data? 16 Page of 69 . 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’. d) To provide the strategic direction for security activities and ensures objectives are achieved 2. Every time when Susan (the database administrator) checks the HR database. We seem to have a/an _____ issue. After some further investigation it looks like someone has been accessing the data without proper authorization.7 Information Security Management 1. a) Availability b) Integrity c) Stability d) Confidentiality 3. c) To provide a focus for all aspects of IT security and manage all IT security activities. Intermediate Recovery is initially concerned with which of the following time periods? a) 4 to 24 hours b) More than 72 hours c) 24 to 72 hours d) 4 to 8 hours 2. some records seem to be missing.5. b) To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly.
IT executives and the Security Manager c) All customers. The Information Security Policy should be available to which groups of people? a) Senior business managers and all IT staff b) Senior business managers.8 Supplier Management 1. users and IT staff d) Information Security Management staff only 2.a) IT service continuity management b) Availability management c) Release management d) Information Security management 4. from Strategy through Design and Transition to Operations and Improvement 17 Page of 69 . 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.
3 and 4 only C. Which ITIL process is responsible for having this user's PC replaced within three hours? 18 Page of 69 .1 Generic 1. 1. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue. 3 and 4 only D. Service Transition provides guidance on moving new and changed services into production 2. 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 2. 1. Service Transition provides guidance on testing 3. 2 and 3 only B. 2. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? a) b) c) d) Data mining and workflow tools Measurement and reporting systems Release and Deployment technology Process Design A.3 Service Transition 3. Consider the following statements: 1. All of the above 3.2 Change Management 1. the PC will be replaced within three hours. A user reports a PC problem to the Service Desk.
b) The speed with which the change is made c) The sequence in which the change is made d) The Request for Change number that the change is assigned 5. etc.a) Availability Management b) Change Management c) Configuration Management d) Service Level Management 2. Information is regularly exchanged between Problem Management and Change Management. on the basis of which Change Management can generate Requests for Change (RFCs) b) RFCs resulting from Known Errors c) RFCs from the users that Problem Management passes on to Change Management d) RFCs from the Service Desk that Problem Management passes on to Change Management 4. Which of the following statements is CORRECT? a) The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) b) The Service Knowledge Management System (SKMS) is part of the CMS c) The KEDB and the CMS form part of the larger SKMS d) The CMS is part of the Configuration Management Data Base (CMDB) 3. What is a request to replace something within the IT infrastructure called? a) Replacement Request b) Request for Change 19 Page of 69 . significant. What criterion defines a category for a change? a) The consequences of the change such as limited. What information is this? a) Known Errors from Problem Management. Changes are divided into categories. substantial.
which role is ultimately responsible for the entire process? a) Change Advisory Board b) IT Manager c) Change Manager d) Change Coordinator 7. is relatively common.. ". 20 Page of 69 . For which ITIL process is the determination of priorities based on impact and urgency an essential activity a) Change Management b) Configuration Management c) Financial Management for IT Services d) Service Level Management 9.a change to the infrastructure that follows an established path. 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. and is the accepted solution to a specific requirement or set of requirements. In the change management process.." Which change are we referring to? a) Standard Change b) Urgent Change c) Normal Change d) Service Request 8.c) Request for Release d) Service Request 6.
Reason. 7 R’s of Change Management is used for a) Change Analysis b) Evaluation c) Change Approval d) Change Authorization 21 Page of 69 . _________ a) Responsible and Remedy b) Responsible and Relationship c) Remove and Refurbish d) Remove and Remedy 13. _________. The objective of the Change Management process is most accurately described as? a) Ensuring that all changes are recorded. managed. Resources.10. 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 11. Return. What is missing in the 7 R’s of Change Management? Raised. The Change Management function is NOT responsible for: a) Scheduling a change to the network b) Ensuring that a change to an application is prioritized c) Ensuring that the impact of a change to hardware is fully assessed d) Implementing the release of a software change 12. Risks.
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 22 Page of 69 .3.3 Service Asset & Configuration Management 1. Which of the following best describes Fault Tolerance? a) The ability of an IT Service or Configuration Item to continue to operate correctly after Failure of a Component part. c) A measure of how quickly and effectively a service. b) The ability of a third-party supplier to meet the terms of their contract. 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. component or CI can perform its agreed function without interruption 4. 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 3. Often this contract will include agreed levels of availability. reliability and/or maintainability for a supporting service or component. component or CI can be restored to normal working after a failure. 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 2. d) A measure of how long a service.
IT configurations. Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item? a) Availability Manager b) Incident Manager c) Problem Manager d) Service Level Manager 7. The extent of CI information held in the CMDB should: a) Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money b) Be as high level as possible c) Match the organization’s requirement for information to be held d) Vary according to cost 23 Page of 69 .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 5. “Optimize the service assets. 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) Capacity Management b) Change Management c) Service Asset and Configuration Management d) Financial Management for IT services 6. capabilities and resources” is the goal of which process area a) IT Service Continuity Management b) Service Asset and Configuration Management c) Information Security Management d) Capacity Management 8.
Push and Pull 3. Automated vs. Manual a) Incident Management b) Release and Deployment Management c) Service Asset and Configuration Management d) Service Catalogue Management 2. Phased 2. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle? a) Develop Procedures and Initial Testing b) Education and Awareness c) Review.9. The following options are considered within which process? 1.4 Release & Deployment Management 1. Big bang vs. Audit and Assurance d) Ongoing Training and Testing 3. the main objective is to get the database loaded d) You should try to satisfy all the wishes of the IT staff 10. What is the first activity when implementing a release? a) Designing and building a release b) Testing a release c) Compiling the release schedule d) Communicating and preparing the release 24 Page of 69 . Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB? a) You should try to capture as much information as possible about all types of CIs b) You shouldn’t collect detailed information about CIs that are not under Change Control c) You shouldn’t worry too much about Change Control.
3 and 4 only 5. installed. and issues related to the new or changed service 4. and/or uninstalled or backed out if appropriate d) To record and manage deviations. risks. 2 and 3 only B. 1. All of the above C. Who provides the resources during the Release & Deployment? a) Release & Deployment Manager b) Evaluation c) Capacity Manager d) Early Life Support 25 Page of 69 . Which of the following statements fully describes the aim of Release and Deployment Management? a) To build.3. 1. tested. 1 and 3 only D. verified. 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) 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 c) To ensure that all release and deployment packages can be tracked. Which of the following are objectives of the Release and Deployment Management process? a) To ensure there are clear release and deployment plans b) To ensure that skills and knowledge are transferred to operations and support staff c) To ensure there is minimal unpredicted impact on production services d) To provide cost justifiable IT capacity that is matched to the needs of the business A.
1 Generic 1. Which of the following is NOT an objective of Service Operation? a) Thorough testing. What is the entry point or the first level of V model? a) Service Requirements b) Customers/Business needs c) Service Solution d) Service Release 7. ? 5. 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 2.6. The scope of a Release can best be defined by: a) The RFCs that it satisfies b) The number of updates to the OHS c) Service Level metrics d) The DSL configuration 4 Service Operation 1. ? a) Event management and Request Fulfillment 26 Page of 69 . Which are the missing Service Operation processes from the following? 1. Problem Management 3. Access Management 4. Incident Management 2.
Which of the following statements about the Service Desk are CORRECT? 1.b) Event Management and Service Desk c) Facilities Management and Event Management d) Change Management and Service Level Management 3. 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 27 Page of 69 . 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 4. 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 6. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. Which activity is NOT a Service Desk activity? a) Relating an incident to a Known Error b) Registering incidents c) Solving a problem d) Applying temporary fixes 5.
Consider the following: a) Incident diagnostic scripts b) A knowledge base of previously recorded incidents c) A Configuration Management Database covering the infrastructure supported 28 Page of 69 . 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 9.7. and recovery from. Which is a good metric to measure the performance of Service Desk a) Customer Satisfaction b) Number of incidents resolved c) Number of issues resolved to number of issues resolved per engineer d) Number of issues resolved within the agreed timelines 10. 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. technical failures 8.
1.d) A Forward Schedule of Change Which of the above should be available to the Service Desk? A. 3&4 C. Which of the following statements is true about the term Event? 29 Page of 69 . Which of the following BEST describes the purpose of Event Management? a) The ability to detect events. 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 2. 2 &3 D. 1&2 B. All four 4. 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 3.2 Event Management 1.
An Incident occurs when: a) A user is unable to access a service during service hours service hours c) A redundant network segment fails. c) Events typically require IT Operations personnel to take actions. and the user is not aware of any disruption to service b) An authorized IT staff member is unable to access a service during d) 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 c) 2 and 3 only d) None of the above 30 Page of 69 . and often lead to Incidents being logged d) All of above 4.a) A change of state which has significance for the management of a Configuration Item or IT service. b) The term Event is also used to mean an Alert or notification created by any IT Service. configuration Item or Monitoring tool.3 Incident Management 1. 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 2.
What activity takes place immediately after recording and registering an incident? a) Solving and restoring b) Analysis and diagnosis c) Matching d) Classification 4. Incident Management has a value to the business by? a) Helping to control infrastructure cost of adding new technology 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 5. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process? a) Improved user satisfaction b) Incident volume reduction c) Elimination of lost incidents d) Less disruption to both IT support staff and users 4. 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 31 Page of 69 .4 Request Fulfillment 1.3.
A user calls the Service Desk with a complaint that. an error always occurs that breaks his connection to the network. Which of these tasks is a task of Problem Management? 32 Page of 69 . What is the term for user requests which are classified as incidents. when using a particular application.5 Problem Management 1. but do not involve a failure in the IT infrastructure? a) Service Requests b) Non-standard Changes c) Error Reports d) Priority Requests 4. Which process has overall responsibility for tracing the underlying cause? a) Service Desk b) Network Management c) Problem Management d) System Management e) Incident Management 2.2. 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 3.
. Which ITIL process provides change proposals in order to eliminate structural errors? a) Availability management b) Problem Management c) IT service continuity management d) Security Management 33 Page of 69 . a) The category to which the problem belongs. Which of the following activities is NOT the responsibility of Problem Management? a) Co-ordinating major problem reviews b) Determining the root cause of incidents c) Providing management information on incidents. The sequence of dealing with problems must be based on. c) Classification of Requests for Change (RFCs). problems and known errors d) Implementing error resolutions 5. 4.a) Co-ordination of all changes to the IT infrastructure. d) Recognising user's requirements and subsequently implementing changes to the IT infrastructure. c) The priority of the problem. Which of the following is an example of proactive problem management? a) A trend analysis b) An urgent change c) A change request d) A report regarding the problem management process 6. b) Approval of all changes / modifications made to the Known-Error database.. 3. b) The impact of the problem. d) The urgency of the problem.
Defining security policies for system access 4. h) All of the above 2. Which of the following statements are NOT included in Access Management? 1. because without a mature Incident Management process in place there is no reliable information available b) No. or other Assets.6 Access Management 1. Does Problem Management depend entirely on having a mature Incident Management process in place? a) Yes. because the quality of Incident Management information is of little importance to proactive Problem Management c) No.7. Monitoring the availability of systems that users should have access to a) 3 and 4 b) 1 and 3 34 Page of 69 . because progress can still be made on solving long-standing Problems d) Yes. Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets. f) Access Management helps to protect the Confidentiality. Setting the rights or privileges of systems to allow access to authorized users 3. data. because trend analysis cannot be undertaken without a lot of accurate Incident Management information 4. Verifying the identity of users requesting access to services 2. g) Access Management is sometimes referred to as Rights Management or Identity Management. Which of the following statements is true about Access Management? e) The Process responsible for allowing Users to make use of IT Services.
Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy. Consider the following statements: 1. 2 and 3 only d) All of the above 3. Service Transition and Service Operation c) Service Operation and Continual Service Improvement d) Continual Service Improvement 35 Page of 69 . 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. CSI provides guidance on how to improve process efficiency and effectiveness 2. Service Operation and Continual Service Improvement b) Service Strategy. 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. Service Design. CSI provides guidance on the improvement of all phases of the service lifecycle 4. CSI provides guidance on how to improve services 3.c) 2 and 3 d) 1 and 2 5 Continual Service Improvement 5. Service Transition.1 Generic 1.
2 7-step Improvement Process 1. gathering the data. When planning and implementing a Continual Service Improvement (CSI) initiative. 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. 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 5.4. 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 2. processing the data and using it to take corrective action 36 Page of 69 . What activity happens as part of the “Where should we be” step of the CSI model a) Define Measurable targets to achieve b) Baseline c) Assign Resources d) Verify the measures 5.
gather data and process data b) Gather data. Plan how to achieve the outcomes. what do we want to be. Transition into production. process data. define what you should measure and define what you can measure 5. Implement the plan. analyze data and present data c) What is the vision. define what you can measure.Do .Act c) Plan . How do we get there?. where are we now.Plan . What is the right sequence of these stages? a) Plan . Did we get there?. process data.Check . How do we keep the momentum going? c) identifies the required business outcomes.Check .3. Check the plan has been properly implemented.Do . Deming . How do we keep the momentum going? 6. What is the CORRECT order of the first four activities in the 7 Step Improvement Process? a) Define what you should measure. improve the solution d) What is the vision?. how do we get there? d) Gather data.one of the people behind the philosophy of TQM (Total Quality Management) uses a cyclic model with four recognized stages.Review .Check . Design the solution. Which of the following is the 4th step for the Continual Service improvement (CSI) Model? a) What is the vision? 37 Page of 69 .Act d) Do . Where are we now?. continually improve b) Where do we want to be?. How do we check we arrived. How do we get there?. Operate the Solution.Act – Plan 4. Where do we want to be?. Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model? a) Devise a strategy.Check b) Do .
Service Design and Service Transition c) Continual Service Improvement d) Service Strategy. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. CSI is applicable during which of the Service Lifecycles a) Service Strategy and Service Design b) Service Strategy. 2 and 3 b) 2.4 Service Reporting 1. 4 and 5 c) 1. Business Metrics a) 1. Service Metrics 4. Process Metrics 2. Service Operations 5. What aspects would you NOT expect to see in a Service Level report designed for the customer? a) The average utilization level of the Service Desk b) The level of availability realized and the time not available per period c) The percentage of incidents that was resolved within the target 38 Page of 69 .3 Service Measurement 1. Service Transition. 3 and 4 d) 1. 2 and 4 5. Supplier Metrics 3. Service Design.b) Where are we now? c) Where do we want to be? d) How do we get there? 7. Technology Metrics 5.
d) The successful and reverted Changes during a specific period 39 Page of 69 .
Requirements. Requirements. Which is the correct sequence of events in the selection of a technology tool? a) Select Product. Selection Criteria. 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 2. Evaluate Product b) Selection Criteria. Select Product 4. Evaluate Product. Which of the following is NOT one of the ITIL core publications? a) Service Optimization b) Service Transition c) Service Design d) Service Strategy 3. Evaluate Product d) Requirements. Select Product c) Requirements. Select Product. 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 40 Page of 69 . Selection Criteria.6 GENERIC 1. Selection Criteria. Evaluate Product.
2 and 3 only B. Desired outcome b) Business Objectives. 1. If an organization is able to become more proactive in its ITSM processes. 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 8. IT objectives d) People. When analyzing an outcome for creation of value for customers. Products. Technology 6. All of the above D. Supplier metrics. IT objectives. None of the above 7. 2 and 4 only C. Which of the following statements are CORRECT about Functions? a) They provide structure and stability to organizations b) They are self-contained units with their own capabilities and resources c) They rely on processes for cross-functional coordination and control d) They are costlier to implement compared to processes A. what attributes of the service should be considered? a) Objectives. 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 41 Page of 69 . Metric.5. Process metrics c) Desired outcome. 1.
1. 4 and 5 only D. Which of the following is a characteristic of every process? a) It is measurable b) It is timely c) It delivers a specific result d) It responds to a specific event e) It delivers its primary result to a customer or stakeholder A. 1. 2.9. 3. 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 10. 1. 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 42 Page of 69 . 4 and 5 only C. All of the above 12. 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 11. 3 and 4 only B. 2.
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 17. 1 and 3 only C. 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 15.13. In which core publication can you find detailed descriptions of the following? a) Service Portfolio Management 43 Page of 69 . responsibilities. Which of the following Roles is responsible for identifying opportunities for improvement? a) Service Owner b) Continual Service Improvement (CSI) Manager c) Process Owner A. 1 and 2 only B. All of the above D. roles. Which of the following statements is CORRECT for all processes? a) They define activities. functions and metrics b) They create value for stakeholders c) They are carried out by a Service Provider in support of a Customer d) They are units of organizations responsible for specific outcomes 14. d) 2 and 3 only 16.
Service Strategy C. 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 20. Service Transition D. 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 19. Continual Service Improvement 18. Which of the following statements is CORRECT about ‘good practice’? a) It can be used to drive an organization forward 44 Page of 69 . If something cannot be measured. 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) 21. Service Operations B.b) Demand Management c) Financial Management A.
Consider the following statements: 1. justify and intervene b) To validate. act and improve d) To validate. Why should monitoring and measuring be used when trying to improve services? a) To validate. outsourcing relies on external organization(s) resources b) Insourcing relies on external organization(s) resources. outsourcing relies on application service provisioning 24. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) Insourcing relies on internal resources. 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 23. assign resources. A Process should be traceable to a specific trigger 2. outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing. plan. outsourcing relies on internal resources c) Insourcing relies on co-sourcing. purchase technology and train people 25. monitor and change c) To validate. A benefit of using Service Design tools is? a) To help ensure that standards and conventions are followed 45 Page of 69 .b) It is always documented in international standards c) It is something that is in wide industry use d) It is always based on ITIL 22. direct. measure.
The RACI model is beneficial to design a Function” Which of the above statements are CORRECT? a) 1 Only b) Both of the above c) Neither of the above d) 2 only 27. 4. 2. Consider the following statements: 1. “Processes” should be implemented in such a way that the “Role” and “Function” in an organization are defined 2.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 supports the business strategy 26. Which of the following may be defined in a process? 1. 2. Standards 6. 3 and 5 only b) All of the above c) 1. Activities 3. Guidelines 5. Governance Framework a) 1. and 5 only 28. Roles 2. A Service Provider is? a) An organization supplying services to one or more external customers b) An organization supplying services to one or more internal customers or external customers c) An organization supplying services to one or more internal customers d) An organization supplying IT services 46 Page of 69 . 2. 5 and 6 only d) 1. Functions 4.
b) A process is continuous and has no end date. whereas a project does not stop when the objective is met. whereas a project has a finite lifespan c) A process stops when the objective has been achieved. The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. technology architecture. whereas a process has a finite lifespan. 32. What is the meaning of the term Serviceability? a) The degree of availability of the IT services that can be offered b) The degree of support that the Service Desk provides to the customer c) The degree to which the provision of IT services can be supported by maintenance contracts d) The degree to which the services agreed in the Service Level Agreement (SLA) are complied with. What is the difference between a process and a project? a) A project is continuous and has no end date. whereas with a process the result is important 31. Which of the following are NOT responsibilities included In this role? a) Produce and maintain all necessary Service Transition Packages b) Produce quality. processes or measurement systems that meet all the agreed current and future IT requirements of the organization c) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced d) Measuring the effectiveness and efficiency of the Service Design and supporting processes 30. The PDCA cycle can be used to plan and implement Service Management Processes: 47 Page of 69 .29. d) In a project the focus is not on the result. secure and resilient designs for new or improved services.
c) Data Migration library 48 Page of 69 . such as a Data Center d) The procurement and maintenance of tools that are used by IT operations staff 34. Facilities Management refers to? a) The Management of “utilities”. Resources being used and any shortfall. such as printers or network access b) The Management of an Insourcing contract c) The Management of the physical IT environment. DML is a a) Data management library b) Secure library where software that has been properly reviewed and authorized is stored. service failures. creating and updating the service catalogue b) Non negotiation on SLA c) 3rd party suppliers are ignored d) negotiate with the co sourcing agency 35.How many times should each stage of the cycle be visited? a) There should be a single Plan and Do. total cost of providing the service. and then Check and Act should be carried out multiple times to Implement Continual Improvement b) Each stage should be carried out once in the order Plan-Do-CheckAct c) The entire cycle should be repeated hundred times to Implement Continual Improvement d) There should be a single and then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement 33. According to ITIL ‘The Service Level Management Process' has a responsibility to cover the following areas: a) Monitoring and Reporting on Targets being met .
Do. Service Operation and Continual Service Improvement 37. Measure. Re-Act. Identify the correct sequence of the CSI improvement cycle as per the PDCA a) Identify Resources to perform the tasks 49 Page of 69 . Report b) Plan. 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 38. Which of the following statement is CORRECT? 1. Audit d) Plan. Service Transition. Implement c) Plan.d) Data Multiplication Linguistic 36. Service Transition and Service Operation d) Service Strategy. Check. Service Design. Business drivers and requirements for new services 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 39. Monitor. Check. Do. The four stages of the Deming cycle are? a) Plan. Act. Setting policies and objectives is the primary concern of which of the following elements of Service Life Cycle a) Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy. Act 40.
Automation is best suited for which area a) Service Operation b) Release and Deployment c) Business critical mission tasks d) Desktop monitoring 44. It is called as a) Multi-sourcing 50 Page of 69 .3.2. Process.4 C. 1. Partners. Best Practices is a set of activities a) Which is followed at the organisation level b) Which is followed by multiple organisations c) Is easy to follow d) Which is followed by many people 43. 2. Products.1.b) Measure & Verify the performance c) Set the objectives d) Action on the CSI activities Correct sequence of activities as per PDCA is A. Partners. Two or more organizations come together to offer this service. 3. Technology b) People. Patterns 42. Process. The best way to get automation is by adopting a) People. Products.1.2. 3.4 41.3 B. Process. 1. Patterns.2. Partners d) People. An organization “CORP” is in need of a service from an external supplier.4.4 D. Technology c) People.
In ITIL V3. Staffs in an IT department are experts in managing specific technology. What imbalance does this represent? a) Extreme focus on responsiveness b) Extreme focus on cost c) Vendor focused d) Extreme internal focus 47. An IT department is seeking to set its prices to match those of external suppliers selling the same services. but none of them know what services are offered to the business. Which one of the following is the best description of this approach? a) The going rate that is agreed with Customers b) Market rate c) Cost-plus d) Profitable 51 Page of 69 .b) In-sourcing c) Co-sourcing d) Outsourcing 45. what statement below describing a customer is FALSE? a) A customer pays for the service on behalf of the user b) A customer cannot be the business itself c) A customer can also be a user d) A customer can be anyone who makes use of an IT service to achieve their specific outcomes 46.
The users are now complaining of slow responses and have heard that this is due to problems with capacity. A remote site has recently had its network upgraded. Which one of the following statements is NOT FALSE? a) Depreciation is used to calculate how maintenance can be offset against tax b) Staff costs are capital costs because of their high value c) Cost centers are used to measure ROCE (Return on Capital Employed) 52 Page of 69 .48. Who should they contact for assistance? a) Network Management b) The Service Desk c) Capacity Management d) Problem Management 50. Audit and Assurance d) Ongoing Training and Testing 49. An ‘unabsorbed’ cost is BEST described as: a) A capital cost b) A type of charging policy c) An uplift to allocated costs d) A revenue stream 51. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle? a) Develop Procedures and Initial Testing b) Education and Awareness c) Review.
processes or measurement systems that meet all the agreed current and future IT requirements of the organisation C.Measuring the effectiveness and efficiency of Service Design and the supporting processes Answer: A QUESTION :3. Which of the following is NOT a responsibility of the Service Design Manager? A.1 and 2 only 53 Page of 69 . secure and resilient designs for new or improved services.2 only C. technology architecture.Produce quality. service or activity 52.d) Direct costs can be allocated to a single customer.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced D.3 only D.1 only B.All of the above Answer: D QUESTION :2. Which of the following are valid examples of business value measures? 1: Customer retention 2: Time to market 3: Service Architecture 4: Market share A.Design and maintain all necessary Service Transition packages B. The activity that aims to identify the potential damage or loss to an organization resulting from disruption to critical business processes is: a) Root Cause Analysis b) Business Impact Analysis c) Service Outage Analysis d) Component Failure Impact Analysis QUESTION :1 Which of the following questions does guidance in Service Strategy help answer? 1: What services should we offer and to whom? 2: How do we differentiate ourselves from competing alternatives? 3: How do we truly create value for our customers? A.
Average number of daily Incidents managed by each service agent C.Customer satisfaction score B. Understanding customer usage of services and how this varies over time is part of which process? TestInside EX0-101 A. Which of the following are responsibilities of a Service Level Manager? 1: Agreeing targets in Service Level Agreements (SLAs) 2: Designing technology architectures to support the service 3: Ensuring required contracts and agreements are in place A.1 and 2 only D.Number of services in the Service Portfolio 54 Page of 69 .Service Level Management C.Service Portfolio Management B.To ensure that sufficient capacity is provided to deliver the agreed performance of services C. 2 and 4 only Answer: D QUESTION :4.2 and 4 only C.1. The MAIN objective of Service Level Management is: A.To carry out the Service Operations activities needed to support current IT services B.Demand Management Answer: D QUESTION :5.1 and 3 only Answer: D QUESTION :7.B.All of the above B. Which of the following is a good metric for measuring the effectiveness of Service Level Management? A.To ensure that an agreed level of IT service is provided for all current IT services Answer: D QUESTION :6.All of the above D.Component Capacity Management D.2 and 3 only C.To create and populate a Service Catalogue D.
1 only B.Separate procedures B.To provide a channel for users to request and receive standard services D.Longer timescales D.Provision of information to users and customers about the availability of services and the procedure for 55 Page of 69 .None of the above Answer: B QUESTION :10.Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists C.To update the Service Catalogue with services that may be requested through the Service Desk C.D.Less urgency C. Which of the following should be done when closing an Incident? 1: Check the Incident categorization and correct it if necessary 2: Decide whether a Problem needs to be logged A.g.Less documentation Answer: A QUESTION :9. licenses and software media) B.2 only D.Both of the above C.To source and deliver the components of standard services that have been requested Answer: B QUESTION :11.To provide information to users about what services are available and how to request them B. Which of the following would NOT be a task carried out by the Request Fulfilment process? A. Which of the following is NOT a valid objective of Request Fulfilment? A.Number of services deployed within agreed times Answer: A TestInside EX0-101 QUESTION :8. Major Incidents require: A.The sourcing and delivering of the components of requested standard services (e.
It is also structured around the Service Lifecycle B. How many numbered steps are in the Continual Service Improvement (CSI) process? A.Network Management and Application Management B. Which Functions are included in IT Operations Management? A. 3 and 4 only D. Which of the following should be supported by technology? 1: Verification of Configuration Management System (CMS) data 2: Control of user desk-tops 3: Creation and use of diagnostic scripts 4: Visibility of overall IT Service performance A.7 B.It consists of five publications D. Which of the following statements about the ITIL COMPLEMENTARY guidance is CORRECT? A. 2 and 3 only C.It provides guidance to specific industry sectors and types of organization C.Facilities Management and Technical Management Answer: C QUESTION :14.2. 3 and 4 only B.6 D.Provision of information used to compare actual performance against design standards Answer: D QUESTION :12. The ITIL CORE publications are structured around the Service Lifecycle.obtaining them D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000 Answer: B QUESTION :15.All of the above Answer: D 56 Page of 69 .IT Operations Control and Facilities Management D.Technical Management and Application Management C.1.4 C.1.11 Answer: A QUESTION :13.
1.Knowledge B.Simple and well understood Answer: D QUESTION :18.Information C.All services that are at a conceptual or development stage.Customer and User satisfaction C. Which of the following are the two primary elements that create value for customers? A.Critical to the success of the business mission D. Return on Investment (ROI) B. 3 and 4 only D.All services except those that have been retired C.All of the above C. 3 and 4 only Answer: B QUESTION :19. or are undergoing testing B. 2 and 3 only B.Wisdom D. Which of the following CANNOT be provided by a tool? A.Utility and Warranty Answer: D QUESTION :20.2. What is the Service Pipeline? A. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle? 1: Identifying configuration of user desktop PCs when Incidents are logged 2: Control of user desk-top PCs 3: Create and use diagnostic scripts 4: Dashboard type technology A. The BEST Processes to automate are those that are: A.All complex multi-user services Answer: A 57 Page of 69 .QUESTION :16.All services that are contained within the Service Level Agreement (SLA) D.Carried out by lots of people C.Data Answer: C QUESTION :17.Value on Investment (VOI).Understanding Service Requirements and Warranty D.1.Carried out by Service Operations B.
QUESTION :21. What are the types of activity within Demand Management? A.Activity based, Access Management B.Activity based, Business activity patterns and user profiles C.Analytical based, Business activity patterns and user profiles D.Analytical based, Shaping user behaviour Answer: B QUESTION :22. Which of the following is NOT a purpose of Service Transition? A.To ensure that a service can be managed, operated and supported B.To provide training and certification in project management C.To provide quality knowledge of Change, Release and Deployment Management D.To plan and manage the capacity and resource requirements to manage a Release Answer: B QUESTION :23. Which of the following statements BEST describes a Definitive Media Library (DML)? A.A secure location where definitive hardware spares are held B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected C.A database that contains definitions of all media CIs D.A secure library where definitive authorised versions of all software and back-ups are stored and protected Answer: B QUESTION :24. One organisation provides and manages an entire business process or function for another organisation. This is know as: A.Business Process Management B.Business Function Outsourcing C.Business Process Outsourcing D.Knowledge Process Outsourcing Answer: C QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
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A.Service Catalogue Management B.Service Level Management C.IT Service Continuity Management D.Capacity Management Answer: D QUESTION :26. 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 proactively prevent all outages to IT Services C.To design and build processes that will meet business needs D.To deliver and manage IT Services at agreed levels to business users and customers Answer: D QUESTION :27. Availability Management is responsible for availability the of: A.Services and Components B.Services and Business Processes C.Components and Business Processes D.Services, Components and Business Processes Answer: A QUESTION :28. Which of the following is a sub-process of Capacity Management? A.Component Capacity Management B.Process Capacity Management C.Technology Capacity Management D.Capability Capacity Management Answer: A QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the: A.Technical Management B.Emergency Change Advisory Board (ECAB) C.Urgent Change Board (UCB) D.Urgent Change Authority (UCA) Answer: B QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management? A.To build, test and deliver the capability to provide the
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services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives B.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 C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate D.To record and manage deviations, risks and issues related to the new or changed service Answer: A QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process? A.Prepare for action B.Define what you should measure C.Where are we now? D.Identify gaps in Service Level Agreement (SLA) achievement Answer: B QUESTION :32. Which of the following is NOT a FUNCTION? A.Application Management B.Service Desk C.Incident Management D.Technical Management Answer: C QUESTION :33. Which of the following BEST describes a Service Desk? A.A process within Service Operation providing a single point of contact B.A dedicated number of staff handling service requests C.A dedicated number of staff answering questions from users D.A dedicated number of staff handling Incidents and service requests Answer: D QUESTION :34. Which of these activities would you expect to be performed by a Service Desk? 1: Logging details of Incidents and service requests 2: Providing first-line investigation and diagnosis
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A Known Error should not be raised until a temporary resolution or workaround has been found B.Something that might happen Answer: D QUESTION :38. Which of the following BEST describes when a Known Error record should be raised? A.1.A Known Error should be raised at any time that it would be useful to do so C.Immediately following the Problem resolution.Technical Management B.Facilities Management Answer: D QUESTION :36. 2 and 3 only C. 2 and 4 only D.Something that will happen C.All of the above B.Ensuring that agreed Service Level Requirements are met Answer: B QUESTION :37.Something that has happened D.Reducing the total cost of providing services D.2.Something that won't happen B. A risk is: A.Measuring and improving the efficiency and effectiveness of processes B.Ensuring that defined strategy is actually followed C.3: Restoring service 4: Diagnosing the root-cause of problems A.Service Desk C. so a permanent historical record of all actions is retained in case of a recurrence Answer: B QUESTION :39.1. 3 and 4 only Answer: B QUESTION :35. IT Operations Management have been 61 Page of 69 . Which of the following functions would be responsible for management of a data centre? A.As soon as it becomes obvious that a quick resolution of the Problem will not be found D. Governance is concerned with: A.IT Operations Control D.
Neither of the above Answer: C QUESTION :43. Which process is responsible for low risk.asked by a customer to carry out a non-standard activity. frequently occurring.Service Portfolio Management C.2 only C. Which of the following might be used to define how a future Problem or Incident could be managed? 1: Incident Model 2: Known Error Record A.Make a decision based on balancing stability and responsiveness C.1 only B.Service Level Management B.A Request Model D.Incident Management Answer: C QUESTION :41.Refuse the request because they must operate the service to meet the agreed service levels B. Check. A single Release unit. that will cause them to miss an agreed service level target.They should escalate this decision to Service Strategy Answer: B QUESTION :40. low cost changes? A.Service Asset and Configuration Management D.A Release Package C.The Plan.The RACI Model B.Release and Deployment Management 62 Page of 69 .Both of the above D. How should they respond? A. or a structured set of Release units can be defined within: A.Accept the request as they must support customer business outcomes D.Demand Management B. Which process is responsible for recording relationships between service components? A.Incident Management C. Act (PDCA) cycle Answer: B QUESTION :42. Do.
Request Fulfilment Answer: D QUESTION :44.Only resources and capabilities needed C.The design of new or changed services C.D.The Business Relationship Manager C.Only capabilities needed and agreed B.The Service Level Manager B.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS) D.The design of the Service Portfolio.The design of the technology architecture and management systems Answer: C QUESTION :47.Only requirements needed and agreed D.The Service Continuity Manager Answer: C QUESTION :45. Which of the following is NOT an aim of the Change Management process? A.Standardised methods and procedures are used for efficient and prompt handling of all Changes C.Requirements. resources and capabilities needed and agreed Answer: D QUESTION :48.All budgets and expenditures are accounted for Answer: D QUESTION :46.The design of Market Spaces D.Overall business risk is optimised B. Which role is accountable for a specific service within an organisation? A.The Service Owner D. Which of the following does this include? A. Which of the following is a valid role in the RACI Authority Matrix? 63 Page of 69 . One of the five major aspects of Service Design is the design of service solutions. Which of the following is NOT one of the five individual aspects of Service Design? A. including the Service Catalogue B.
A. "Formal arrangements between two or more organisations to work together to design.Continual Service Improvement (CSI) Model D.Performance analysis B.Complex D.Outsourcing B. develop.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio D.Consulted C.Service Model C.Application Service Provision C. Which of the following delivery strategies is described as.Controlled Answer: B QUESTION :49. Act (PDCA) Model Answer: A QUESTION :51. Which of the following models would be most useful in helping to define an organisational structure? A.Defining roles and responsibilities Answer: D QUESTION :50. what are 64 Page of 69 .Recording Configuration Items C.Ensuring that information in the Service Catalogue is accurate B.Ensuring that information within the Service Pipeline is accurate C.Knowledge Process Outsourcing TestInside EX0-101 Answer: C QUESTION :53. Check. To add value to the business.Configuration B. Which of the following is NOT the responsibility of the Service Catalogue Manager? A.Multi-sourcing D. operate and/or support IT services"? A.Ensuring that all operational services are recorded in the Service Catalogue Answer: B QUESTION :52.Plan. Do. What is a RACI model used for? A.RACI Model B. transition.Monitoring services D. maintain.
Improve. Report.Service Transition C. Who owns the specific costs and risks associated with providing a service? A. Which of the following provides resources to resolve operational and support issues during Release and Deployment? A. Manage. Predict.Service Test Manager C.The Service Level Manager C.Manage. What does a service always deliver to customers? A.Validate.Service Operation Answer: C QUESTION :58.Plan.the four reasons to monitor and measure? A. Intervene D.Service Transition 65 Page of 69 .Release Packaging and Build Manager Answer: A QUESTION :55.Service Strategy D. Diagnose.Service Design B. Which of the following is MOST concerned with the design of new or changed services? A. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives? A.The Service Provider B.The Customer D.Resources Answer: C QUESTION :56. Justify Answer: A QUESTION :54.Early Life Support B.Report.Infrastructure C.Evaluation D. Direct. Monitor.Value D.Applications B.Resources Answer: A QUESTION :57. Intervene B.Change Management B. Justify. Extend C.
All the above Answer: C QUESTION :60. Which of the following sentences BEST describes a Standard Change? A.A Change that is made as the result of an audit Answer: C QUESTION :61.A pre-authorised Change that has an accepted and established procedure D. Service Transition. Which of the following are benefits that implementing Service Transition could provide to the business? 1: Ability to adapt quickly to new requirements 2: Reduced cost to design new services 3: Improved success in implementing changes A. Service Design.C.Service Design Answer: D QUESTION :59.Service Operation B.All of the above Answer: C QUESTION :62.2 and 3 only D.Service Strategy D. 66 Page of 69 .2 and 3 only C.1 and 3 only C.1 and 2 only B.A Change to the service provider's established policies and guidelines B.1 and 3 only D.Service Transition and Service Operation C.Service Strategy. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to? A.A Change that correctly follows the required Change process C.1 and 2 only B. Which of the following are activities that would be carried out by Supplier Management? 1: Management and review of Organisational Level Agreements (OLAs) 2: Evaluation and selection of suppliers 3: Ongoing management of suppliers A.Service Design. Service Transition and Service Operation D.
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of: 67 Page of 69 .A set of specialised organisational capabilities for providing value to customers in the form of services B.A definition of the roles and responsibilities required for Change Management Answer: A QUESTION :64.Units of organisations with roles to perform certain activities Answer: A QUESTION :66.A seven step process for releasing Changes into production C.A set of questions that should be asked when reviewing the success of a recent Change D.A group of interacting.1 only C. such as a user logging into an application or an email reaching its intended recipient A. or independent components that form a unified whole. Which of the following is the BEST definition of the term Service Management? A.Both of the above D. interrelated.Neither of the above Answer: C QUESTION :65. operating together for a common purpose C.2 only B.The management of functions within an organisation to perform certain activities D.A set of questions that should be asked to help understand the impact of Changes B.Service Operation and Continual Service Improvement Answer: D QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management? A. Which of the following statements is CORRECT? An Event could be caused by: 1: An exception to normal operation. such as a device exceeding a threshold or an unauthorized Configuration Item (CI) being detected on the network 2: Normal operation.
Performance and capacity requirements of services and IT infrastructure D. The left-hand side of the Service V Model represents requirements and specifications.Excessively proactive D. What does the right-hand side of the Service V Model represent? A. Products.The business value that can be expected from a given service C.People.Extreme focus on quality C.People.Markets and Customers Answer: B QUESTION :68.Service Pipeline and Service Catalogue D.Applications and Infrastructure B. Process.Excessively reactive Answer: A QUESTION :70. These specialised organisational capabilities include which of the following? A. the quality of services has started to suffer. Process. Partners.People. Technology C. "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". Partners Answer: C QUESTION :67. Products.Functions and Processes C. As a result.A.People.Extreme focus on cost B. Products. Partners D. An IT department is under pressure to cut costs.Roles and responsibilities required for an effective Service Management implementation Answer: A QUESTION :69. 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? 68 Page of 69 .Validation and Testing B. Technology. Suppliers B. What imbalance does this represent? A. Process.
Creating a baseline D.How do we keep the momentum going? D.What is the Return On Investment (ROI)? B.2-3-4-1 Answer: A QUESTION :72. Act (PDCA) model. Which activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model? A. Check.Implementing service and process improvements B.How much did it cost? C. Do.What is the Value On Investment (VOI)? Answer: C QUESTION :71. 1: Allocate roles and responsibilities to work on CSI initiatives 2: Measure and review that the CSI plan is executed and its objectives are being achieved 3: Identify the scope.Defining measurable targets Answer: D 69 Page of 69 . objectives and requirements for CSI 4: Implement CSI enhancement A. Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan.Aligning the business and IT strategies C.3-1-2-4 B.3-4-2-1 C.5: Did we get there? 6: ? A.1-3-2-4 D.
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