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Correct Answer: B Justification: “A Change Request is a formal communication seeking an
alteration to one or more configuration items”. The business strategy is not a configuration item

2. Correct Answer: A Justification: These objectives all appear in Service Operation section 2.4.1
except for “Thorough testing to ensure that services are designed to meet business needs” which is an objective of Service Transition.

. 3. Correct Answer: B Justification: “Operations Control, which oversees the execution and
monitoring of the operational activities and events in the IT Infrastructure.”.

4. Correct Answer: C Justification: “The purpose of SACM is to: … record … service assets and
configuration items including … their attributes and relationships”

5. Correct Answer: A Justification: “Whether RACI or some other tool or model is used, the
important thing is to not just leave the assignment of responsibilities to chance or leave it to the last minute to decide. Conflicts can be avoided and decisions can be made quickly if the roles are allocated in advance.””

6. Correct Answer: A Justification: A is the OLA, B is an SLA, C is nonsense, D is a contract. 7. Correct Answer: D Justification: “The goal of the Availability Management process is to ensure
that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business…”.

8. Correct Answer: C Justification: “The purpose of Service Transition is to:… Plan and manage
the capacity and resources required to package, build, test and deploy a release into production....” “Guidance is provided on transferring the control of services between customers and service providers”

Correct Answer: C Justification: “Functions are units of organizations specialized to perform certain types of work … They are self-contained …”. goal and objective.1 Purpose. 3 and 4 are both incorrect: 3 is IT Security Management.Service models are not used to justify services D . . The Change Schedule is none of these 13.9. Correct Answer: D Justification: Through CSI… “Organizations learn to realize incremental and large-scale improvements in service quality. Option 3 is a responsibility of the Change Management process 16. operational efficiency and business continuity”. 10. 12. 14. Correct Answer: D Justification: 1 and 2 are both correct: 1 refers to identity.4. 11. Correct Answer: B Justification: B is part of the main activities of the Configuration identification stage of Service Asset and Configuration Management. 2 refers to rights. they are not responsible for its implementation across the organisation. Correct Answer: A Justification: The two correct answers are included in the bulleted list in ST 4. Correct Answer: D Justification: “A process owner is responsible for ensuring that their process is being performed according to the agreed and documented process …” 15. 4 is Availability Management. Correct Answer: D Justification: “The DML contains master copies of all controlled software in an organization … along with licence documents or information”. Correct Answer: B Justification: “The Service Level Manager has responsibility for… Negotiating and agreeing OLAs”.Although at the heart of ITIL. A would be part of Financial Management C .

22. The value of a service can be financial or otherwise therefore B is wrong. Check and Act…”. Correct Answer: C Justification: Book answer. 3 is Deployment tool. Correct Answer: A Justification: D is wrong CUSTOMER preferences drive value perception. 23. Correct Answer: C Justification: “These policies should be widely available to all customers and users…”. Correct Answer: D Justification: “The four key stages of the Deming Cycle are Plan. 18. Delivering on Customer Outcomes is vital this rules C out. 24. They are all parts of Service Transition 21. 2 helps Change Management. Correct Answer: C Justification: 1 is part of the DML. 4 can help within Validation.”. Do. 19. Correct Answer: D Justification: Figure 3. . Correct Answer: D Justification: All the elements describe the holistic nature of Service Design and are included in the SDP 20. They are both valid statements. . Correct Answer: A Justification: “Request Fulfilment is the processes of dealing with Service Requests from the users.17.5 and “The areas that need to be considered within the design of the service solution should include: Analyse the agreed business requirements . this is clear from the context. although the book does not explicitly state that they should also be available to all IT staff.

Correct Answer: D Justification: The definition of a service starts “A service is a means of delivering value to customers…” 26. containing accurate information on all operational services”.25. 30. Correct Answer: C Justification: “…build relationships with your customers by meeting with them on a consistent basis. Correct Answer: D Justification: “The goal of the Service Catalogue Management process is to ensure that a Service Catalogue is produced and maintained. make sense of them and determine the appropriate control action” is provided by Event Management 28. 29. Correct Answer: C Justification: “An Incident Model is a way of pre-defining the steps that should be taken to handle a process…” . Correct Answer: A Justification: A workaround is the technique used to restore service based on an Incident that has been seen before. Correct Answer: A Justification: “The ability to detect events.”. and dependably in terms of continuity and security. 31. Correct Answer: D Justification: “Warranty is derived from the positive effect being available when needed. in sufficient capacity or magnitude. Share with them your Service Level Achievements. and discuss any future new services or requirements” 27.

3 is wrong. Although the Service Desk may own an Incident Management process it should not own the Problem Management process 39. 4 is wrong. this will be provided by the Emergency CAB (ECAB). Correct Answer: C Justification: “Where CAB approval is required. 37. 35. Correct Answer: B Justification: A is obviously wrong. C is wrong as the SKMS contains more info than the CMS.” 38. CSI contributes to ALL lifecycle phases.32. the Products and the Partners 40. D is wrong as the CMS is part of the SKMS. Correct Answer: A Justification: The correct order is given in the diagram and the headings in SO 4. the record must remain open as it hasn't . Correct Answer: B Justification: “…should be the single point of contact for IT users on a daybyday basis” makes option 1 correct. Correct Answer: A Justification: 1 and 2 are fine. Correct Answer: D Justification: The implementation of ITIL Service Management as a practice is about preparing and planning the effective and efficient use of the four Ps: the People. CSI does not contribute to updating international Standards . 34.2. Correct Answer: B Justification: A is the wrong way round. analyse and codify such patterns.5 Process activities. 33. Correct Answer: C Justification: Personnel metrics would be dealt with outside of the framework of the service 36. methods and techniques . the Processes. Correct Answer: B Justification: “Patterns of business activity (PBA) influence the demand patterns seen by the service providers …” It is very important to study the customer’s business to identify.

not the Incident record [C] nor RFC [D] .been resolved. B is correct with the workaround in the problem record.