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1.

A set of specialized organizational capabilities for providing value to customers in the form of services is
the official definition of:

A. ITIL

B. ITSM

C. RACI

D. Service Quality

Answer: B - A set of specialized organizational capabilities for providing value to customers in the
form of services is the official definition of IT Service Management.

Key Takeaway: There are many other definitions for ITSM but in essence they all include a
component for the description of services required to deliver and support IT services in support of
technology or products required by the business. It also includes a description of roles and
responsibilities for the people involved and provides a means to manage external suppliers or
partners. Regardless, all of these factors are constantly adjusting along with the needs of the
customer.
2. What are the four perspectives or attributes of IT Service Management (ITSM)?

A. Protocols, People, Process, & Products/Technology

B. Partners/Suppliers, Process, People, & Products/Technology

C. Procurement, Policies, People, & Production Support

D. Services Transition, Service Design, Service Strategy, & Service Operation
Answer: B - Partners/Suppliers, Process, People, & Products/Technology are the four perspectives
or attributes of IT Service Management (ITSM).

Key Takeaway: Often referred to as the four Ps these perspectives or attributes are the
cornerstones that comprise quality service delivery within an IT organization. If an organization
provides IT services today then these provide for a foundation for continuous process improvement.
For those organizations that are just starting out building an IT service delivery organization all four
have to be considered as critical to success.
3. Which perspective of ITSM takes into consideration the soft side of IT?

A. Partners/Suppliers Perspective

B. Products/Technology Perspective

C. People Perspective

D. Process Perspective
Answer: C - The People Perspective of ITSM takes into consideration the soft side of IT.

Key Takeaway: The soft side of IT includes the people side, including IT staff members, customers,
and other stakeholders to ensure they have the skills needed to do their job. The Partner/Supplier
Perspective is focused on the relationship with partners and suppliers; the Products/Technology
Perspective considers software, hardware, IT services, tools, etc.; and the Process Perspective is
focused on the overall delivery of process-driven services.
n general, the benefits of IT Service Management (ITSM) include ensuring the IT services are aligned with the
needs of the organization, that there are integrated and centralized processes, and the quality of the service is
continuously monitored and improved. Which of the follow is not generally a benefit of ITSM?

A. Metrics are collected to demonstrate how well the IT service is being delivered

B. Helps cost-justify the services

C. Satisfies the pre-requisite for an official ITSM Maturity Assessment

D. Ensures that there are clear roles and responsibilities in provisioning the service

Answer: C - Satisfies the pre-requisite for an official ITSM Maturity Assessment is not a benefit of IT
Service Management (ITSM).

Key Takeaway: Unlike a Capability Maturity Model (CMM/CMMI) appraisal from the Software
Engineering Institute, there are no organizational assessments or certifications an organization can
achieve as a result of implementing ITSM. Certifications are achieved on an individual person basis
as a result of knowledge and capabilities of ITSM.
5. ITIL stands for the Information Technology Infrastructure Library. Which are the five volumes that comprise ITIL?

A. Service Strategy, Service Catalog Management, Service Transition, Service Operation, & Continual Service
Improvement

B. Service Strategy, Service Design, Service Transition, Service Operation, & Service Continuity Management

C. Service Strategy, Service Design, Service Transition, Service Security, & Continual Service Improvement

D. Service Strategy, Service Design, Service Transition, Service Operation, & Continual Service
Improvement
Answer: D - Service Strategy, Service Design, Service Transition, Service Operation, & Continual
Service Improvement comprise the five volumes within the library.

Key Takeaway: The five volumes that comprise ITIL are just one of several sources that clients
should use to establish best practices for IT services. ITIL should be used hand-in-hand with other
frameworks such as COBIT and the CMMI, as well as established standards such as ISO 20000 and
BS 15000.
6. A means of delivering value to Customers by facilitating outcomes customers want to achieve without the
ownership of specific costs or risks is the definition for which of the following?

A. Services

B. Process

C. Functions

D. Utopia
Answer: A - Services is defined as a means of delivering value to Customers by facilitating
outcomes customers want to achieve without the ownership of specific costs or risks.

Key Takeaway: Was it really tough not to select D since the idea of helping drive valuable outcomes
for customers would be an ideal, utopian world? Being able to understand the concept of Service is
very important. Consider the difference between planning your own wedding or hiring a wedding
planner. Sure, you could plan your own wedding but its not what you do on a day-to-day basis
whereas thats what a wedding planner does as a service to its customers. When you judge the
quality of the service you are going to measure your satisfaction based on the whole event and not
just how good the band was. The band is just one component of many and the entire event is
the service.
7. You were on a conference call on Tuesday where your boss stated that you will be leading the development of a
new Service. He mentioned that you will be adopting a Service oriented approach. What did your boss mean by
that?

A. I dont have a clue

B. We will use software as a service (SaaS) and cloud computing to drive customer satisfaction

C. Effective communication, the IT organization will be transparent, we maintain appropriate
response times for inquiries, and we will identify issues in a proactive manner.

D. We will establish formal arrangements with an external organization that will be responsible for
delivering high customer-focused services.
Answer: C - Effective communication, IT organizational transparency, maintaining appropriate
response times for inquiries, and identifying issues in a proactive manner all contribute to taking a
Service oriented approach.

Key Takeaway: When we develop and deliver a service it is imperative that we take a holistic view.
Consider the issues if an IT organization only focused on the hardware aspect of the environment
and didnt take into consideration the software or the needs of the users or customers. How do you
think that would impact your customer satisfaction? The net/net is that a broader view is required in
order to ensure you are delivering a quality service.
8. Who is responsible for ensuring the process fits the desired purpose?

A. Process Owner

B. Service Owner

C. Process Manager

D. Internal Service Provider
Answer: A - A Process Owner is responsible for ensuring the process fits the desired purpose.

Key Takeaway: Not only is the Process Owner responsible for the process, they are accountable for
the outputs of the process. The Process Owner differs from the Service Owner in that the Service
Owner is held responsible and accountable for the actual delivery of the IT Service. The Service
Owner is also responsible for ensuring that the process is continually improving and changes to the
process is managed effectively. There may be one or more Process Managers responsible for the
operational aspects of a process. The Process Managers report into the Process Owner
9. An outsourcer is considered a/an:

A. Internal Service Provider

B. Shared Service Provider

C. Matrix-Driven Service Provider

D. External Service Provider
Answer: D - An outsourcer is considered an External Service Provider.

Key Takeaway: An External Service Provider is focused on providing IT services to external
customers. Contrast that role to an Internal Service Provider that is contained within a particular
business unit and a Shared Service Provider that provides shared IT services to more than one
business unit. An Internal Service Provider delivers a service that provides the business unit a
competitive advantage whereas a Shared Service Provider is focused on supporting an effective and
efficient business processes.
10. The basic services outcomes desired by customers are called:

A. Basic services

B. Core services

C. RACI

D. Service Quality

E. Supporting services
Answer: B - Core services deliver the basic outcomes desired by customers.

Key Takeaway: There two service types: core and supporting. Core services represent the value that
the customer needs or wants and for which they are willing to pay a fee. These can be contrasted to
support services, which enable or enhance the value of the service. Enabling services include those
basic factors that allow a provider to deliver the service whereas enhancing services are the factors
that differentiate the service and lead to excitement.
11. Which of the following describes a Process?

A. Contains all the details of the IT services delivered to a customer

B. Activities that take in one or more inputs and produce established outputs

C. A table included in the ITIL Service library containing the steps required to request an IT service

D. The most important aspect of Availability Management
Answer: B - A process is the related set of activities that take in one or more inputs and produce
established outputs designed to provide value to customers or stakeholders.

Key Takeaway: Its important to understand that processes should be measured and these
measurements used to drive the overall performance of the service; that the processes are
themselves considered an asset because they are what sets a company apart from another in a
competitive manner; and finally, processes are flexible such that they may or may not include areas
such as roles and responsibilities, policies and procedures, and detailed instructions on how to
perform work activities.
12. Who is responsible for making sure that the process meets the needs of its purpose and that it produces the
right outcomes?

A. Process owner

B. Process manager

C. Process architect

D. The person in the cubicle next to me
Answer: A - The process owner is responsible for making sure that the process meets the needs of
its purpose and that it produces the right outcomes.

Key Takeaway: Although answer D could be correct in your particular office setting the answer we
are looking for is A. The process owner should not be confused with the process manager who is
responsible for the day-to-day management operations of the process. Process architect is not a
valid ITIL term
13. When defining a process it is important to consider the following?

A. Process owner and process manager relationships

B. Timeline for implementation

C. IT operational management demands

D. Physical and behavioral aspects
Answer: D - When defining a process it is important to consider both the physical and behavioral
aspects that are present.

Key Takeaway: The physical aspects of a process (process documentation, process owner, process
activities, etc.) normally garner the most attention but it is important to also consider the intangible
behavioral aspects (e.g. communication needs, training requirements, etc.) within an organization
when developing processes. This can be accomplished by making sure all the key stakeholders are
involved in the design process.
14. What purpose does an IT Function serve?

A. It acts as the glue within ITSM

B. Determines the importance of a Service

C. To rhyme with conjunction

D. To define the roles and responsibilities required for IT Services design, delivery, and
management.***
Answer: D - An IT Function defines the roles and responsibilities required for IT Services design,
delivery, and management.

Key Takeaway: The logical grouping is needed within Service Operation to ensure a steady state
operation can be maintained. An IT Function ensures that each person knows their own role in the
overall strategy of the team. Consider what would happen to a football team if the players didnt
know what to do or where to go for each play? It would be utter chaos. The same applies to an IT
service organization. An IT Function is the play book for the team.
15. The RACI model is at the core of ensuring the integration of Processes and Functions. What does RACI
abbreviation stand for?

A. Responsive, Accountable, Coordinated, & Informed

B. Responsible, Actionable, Coordinated, & Integrated

C. Responsibility, Accountability, Consult, & Inform

D. Reasonable, Accommodating, Cooperative, & Inquisitive
Answer: C - The RACI model is at the core of ensuring the integration of Processes and Functions.
The RACI abbreviation stands for Responsibility, Accountability, Consult, & Inform.

Key Takeaway: The RACI Model is a helpful tool to document the roles and responsibilities of the
different activities across the IT Functions. Displayed in the form of a table whereas the columns
define the Functions and the rows define the activities within the Function. Where the cells intersect
an R, A, C, and/or I is entered. Viewed by rows, it is possible to have the same letter in more than
one cell to denote a shared responsibility. The exceptions to this are: only one A is allowed in a row
(otherwise there would be confusion over who is accountable); and at least one R is required in a
row (a Function needs to be responsible for each activity so work gets done).
16. How many phases are there in the Service Lifecycle?

A. 4

B. 5

C. 6

D. 4 Plus 1 Optional
Answer: B - There are five phases in the Service Lifecycle.

Key Takeaway: The same five volumes that comprise the Information Technology Infrastructure
Library (ITIL) are what comprise the Service Lifecycle: Service Strategy, Service Design, Service
Transition, Service Operation, and Continual Service Improvement. Keep in mind that there is a
holistic integration of all phases and each phase will affect the other. The result is a continuous cycle.
17. In which phase of the Service Lifecycle is there a focus on designing, developing, and implementing service
management?

A. Service Strategy***

B. Service Design

C. Service Transition

D. Service Operation
Answer: A - Focusing on service management design, development, and implementation is one
objective of Service Strategy.

Key Takeaway: In addition, Service Strategy is focused on enabling the IT organizations ability to
manage costs and risks in the service portfolio and establishing the IT organizations strategic
objectives. By accomplishing all of these goals, the IT organization will be positioned to support the
companys growth and help drive overall improvements and efficiencies.
18. The two factors of creating Service Value are:

A. Service Utility and Service Stability

B. Service Stability and Service Affordability

C. Service Affordability and Service Warranty

D. Service Utility and Service Warranty
Answer: D - Service Utility and Service Warranty are the two factors that lead to Service Value.

Key Takeaway: Before an IT organization can assign a cost for its services it has to establish a value
for those services. Service Utility, the services positive impact on the business operations, and
Service Warranty, how well the positive impact is delivered, together enable the organization to
establish a value for the service.
19. A Service Package contains all of the following except:

A. Service Level Packages

B. Core Services Package

C. Supporting Services Package

D. Service Strategy Packages***
Answer: D - A Service Package contains the Core Services Package, any Supporting Services
Packages, and the Service Level Packages. Service Strategy Packages is not a valid ITIL term.

Key Takeaway: The Service Package is the detailed description of the collection of services
available for delivery to customers. The Core Services Package is the heart of the service,
Supporting Services Packages help differentiate the Core Services, and Service Level Packages
define the Service Utility and Service Warranty
20. You are the owner of an internet services provider (ISP) company. You have just launched a new Service
Package that includes: a) internet connection and email; b) SPAM filtering; and c) a guaranteed download speed.
The contents of the service package are defined as:

A. a) Service Portfolio; b) Portfolio Enhancements; and c) Portfolio Guarantee

B. a) Service Package Contents; b) Package Enhancements; and c) Package Guarantee

C. a) Core Service Package; b) Supporting Services Package; and c) Service Level Package

D. a) Core Portfolio; b) Core Portfolio Enhancements; and c) Core Portfolio Guarantee
Answer: C - For this example the internet connection is the Core Service Package, the SPAM
filtering is the Supporting Services Package, and the guaranteed download speed is the Service
Level Package.

Key Takeaway: Combined, the Core Service Package, the Supporting Services Package, and the
Service Level Package comprise the Service Package. As you would expect, this Service Package
contains a variety of components (e.g. shared services, software, hardware, infrastructure, etc.).
This approach helps reduce costs and minimize complexity
21. Which of the following processes is not included in the Service Strategy lifecycle phase?

A. Demand Management

B. Service Portfolio Management

C. Package Delivery Management

D. Financial Management
Answer: C - Demand Management, Service Portfolio Management, and Financial Management
comprise the Service Strategy lifecycle phase. Package Delivery Management is not a valid ITIL
term.

Key Takeaway: Demand Management, Service Portfolio Management, and Financial Management
together are used to facilitate a customers value realization of the services being provided to
customers. Collectively the information can be used to drive IT investment decisions.
22. The main goal of _________ is/are to provide IT Service Management with strategies for future initiatives and
investment management to ensure an effective portfolio of services are being delivered:

A. Demand Management

B. Service Portfolio Management

C. Service Strategy Processes

D. Financial Management
Answer: B - The basic goal of Service Portfolio Management is to provide IT Service Management
with strategies for future initiatives and investment management guidance to ensure an effective
portfolio of services are being delivered.

Key Takeaway: Additionally, Service Portfolio Management help identify the value the business
gains from IT services, assist with supporting and improving services, and keeping track of all
services regardless of status (e.g. current, planned, and retired).
23. Which of the following is not a category of the Service Portfolio?

A. Retired Services

B. Service Pipeline

C. Service Catalogue

D. Service Requirements
Answer: D - Service Requirements is not a category in the Service Portfolio.

Key Takeaway: The Service Pipeline (proposed and planned services), the Service Catalogue
(active services), and Retired Services (no longer available) together make up the Service Portfolio.
As expected, this information may come from different places within the organization so its
important to carefully manage and control this information.
24. TTB, GTB, and RTB are all categories of:

A. Services Investments***

B. Services Pipeline

C. Services Catalogue

D. Services Requirements
Answer: A - Transform the Business (TTB), Grow the Business (GTB), and Run the Business (RTB)
are all categories of Services Investments.

Key Takeaway: Transform the Business investments are for new capabilities or new markets, Grow
the Business investments are designed to help grow the current business, and Run the Business
(RTB) are investments to keep the current services operating.
25. The three fundamental Financial Management activities for IT Services are:

A. Funding, IT Accounting, and Chargeback

B. Investments, Accounting & Finance, and Chargeback

C. Cost Elements, Cost Types, and Cost Units

D. Funding, IT Accounting, and Demand Modeling
Answer: A - Funding, IT Accounting, and Chargeback are the three fundamental Financial
Management activities for IT Services.

Key Takeaway: These three activities ensure that future funding requirements are predictable, that
the organization can account for all its spending, and optionally to charge customers for the IT
Services they use.
26. The main goal of _________ is/are to foster understanding of a customers requirements for Services and
determine what is needed to satisfy the requirements:

A. Demand Portfolio Management

B. Service Portfolio Management

C. Demand Management

D. Requirements Management
Answer: C - The main goal of Demand Management is to foster understanding of a customers
requirements for Services and determine what is needed to satisfy the requirements.

Key Takeaway: Additionally, Demand Management is designed to identify and analyze the Patterns
of Business Activity (PBA) that drives demand, and to use methods to effectively manage the
demand itself. Ideally Demand Management will eventually be able to forecast the demand based on
patterns in the business activities.
27. Fit for use is related to ____________ and fit for purpose is related to_____________.

A. Service Warranty, Service Utility

B. Service Utility, Service Warranty

C. Service Value, Service Utility

D. Service Warranty, Service Value
Answer: A - Fit for use is related to Service Warranty and fit for purpose is related to Service Utility.

Key Takeaway: Before an IT organization can assign a cost for its services it has to establish a value
for those services. Service Warranty, how well the positive impact is delivered, and Service Utility,
the services positive impact on the business operations, together enable the organization to
establish a price for the service.
28. Why would an organization use Service Portfolio Management?

A. To reduce the number of RFCs

B. To help define the value IT services provide to the business

C. To clarify supplier contract provisions

D. Service Portfolio Management is not a valid ITIL process
Answer: B - An organization would use Service Portfolio Management to help define the value IT
services provide to the business.

Key Takeaway: Service Portfolio Management defines the reasons why (value) a customer would
buy the services, why they should be procured for their group, how pricing for the services are
defined, and how resources are aligned to meet the demands of the services. Depending on the
customers it has, it is possible for a service provider to have multiple Service Portfolios.
29. The categories of a Service Portfolio are:

A. Service Pipeline, Service Catalogue, and Discontinued Services

B. Service Pipeline, Service Catalogue, and Retired Services

C. Service Value, Service Utility, and Service Warranty

D. Service Warranty, Service Value, and Service Management
Answer: B - The categories of a Service Portfolio are Service Pipeline, Service Catalogue, and
Retired Services.

Key Takeaway: Before an IT organization can assign a cost for its services it has to establish a value
for those services. Service Warranty, how well the positive impact is delivered, and Service Utility,
the services positive impact on the business operations, together enable the organization to
establish a price for the service. The Service Pipeline (proposed and planned services), the Service
Catalogue (active services), and Retired Services (no longer available) together make up the
Service Portfolio. As expected, this information may come from different places within the
organization so its important to carefully manage and control this information
30. Which of the following is the correct set of methods for Service Portfolio Management?

A. Define, Analyze, Approve, and Control

B. Define, Analyze, Approve, and Charter

C. Definition, Analysis, Approvals, and Consolidation

D. Define, Analyze, Approve, and Consolidate
Answer: B - Define, Analyze, Approve, and Charter is the correct set of methods for Service Portfolio
Management.

Key Takeaway: Since Service Portfolio Management is a dynamic process it requires a set of
methods to ensure senior management has the right information to make decisions. Define
assesses and validates the portfolio data, Analyze helps ensure with business alignment and value
through proper prioritization and demand, Approve ensures the needed services are authorized for
use in the final portfolio, and Charter keeps track of what services are being implemented and the
investment made in services.
31. In the process of performing Service Portfolio Management you realize there are several services that are
redundant. What would be your decision outcome?

A. Renew

B. Retain

C. Refactor

D. Replace***
Answer: D - When there are redundant services you should replace them.

Key Takeaway: There are six outcomes of an analysis of service portfolios: Renew (meets functional
needs but falls short in technology), Replace (overlapping, redundant), Retain (working well and
aligned to business), Refactor (needs clarity of focus or primary functional role), Retire (fail to meet
the needs both technically and functionally), and Rationalize (needs standardization or
consolidation).
32. What role does the CIO play in Service Portfolio Management when refreshing the portfolio?

A. Approves new team structure

B. Defines scope

C. Monitor, measure, reassess, and rebalance investments

D. Approves RACI

Answer: C - The CIO monitors, reassess, and rebalances the investments when refreshing the
portfolio.

Key Takeaway: Refreshing the portfolio serves to ensure there is balance between the amount of
investment and the cost for those investments. A refresh process is generally continuous but can
also be triggered by other events such as mergers and acquisitions, changes in the competitive
landscape, changes in internal or external legal, compliance, or legislative demands.
33. Which of the following is not an objective of Service Design?

A. Turn strategic goals into Services and Service Portfolios

B. Verify new Services have funding

C. Take a holistic approach to designing Services

D. Ensure standards are used when designing Services and Processes
Answer: B - Verifying new Services have funding is not an objective of Service Design.

Key Takeaway: When creating new Services or modifying existing ones the most important factor is
to support business needs. Its important that every new Service developed is compared to the
existing Service Portfolio to ensure it will integrate and interface with the other Services.
34. Which Service Design process includes the planning and reporting of SLAs and the review of service
achievements?

A. Service Level Management

B. Operational Level Agreement

C. Service Level Agreement

D. Service Catalogue
Answer: A - Service Level Management is the Service Design process that includes planning and
reporting of SLAs and the review of service achievements.

Key Takeaway: In addition, Service Level Management includes the process of planning,
coordinating, documenting, agreeing, monitoring, and reporting of SLAs. It also is tasked with the
ongoing review of service achievements to ensure that the quality of services being provided are
cost-justifiable. The key activities of Service Level Management are designing the SLA frameworks,
negotiating Service Level Requirements for new and changed services, monitoring service
achievements through the SLAs, measuring and improving customer satisfaction, producing service
reports, and performing service reviews
35. What is an agreement between internal groups designed to support the IT service providers service delivery?

A. Operational Level Agreement (OLA)

B. Service Level Agreement (SLA)

C. Service Level Requirement (SLR)

D. Underpinning Contract
Answer: A - Operational Level Agreement (OLA) is an agreement between internal groups designed
to support the IT service providers service delivery.

Key Takeaway: Service Level Management is responsible for negotiating SLAs and OLAs whereas
Supplier Management is responsible for negotiating UCs with the external suppliers. Its important
for there to be communication between the two processes to ensure the UCs align to and support
the SLAs
36. Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which
document should be created first?

A. Operational Level Agreement (OLA)

B. Service Level Agreement (SLA)

C. Service Level Requirement (SLR)

D. Service Catalogue***
Answer: D - The Service Catalogue is the first document that should be created by a company that is
already delivering IT Services but wants to adopt the ITIL framework.

Key Takeaway: The Service Catalogue defines the IT Services that are being provided and will be
used as a baseline when comparing what is being delivered to the customers requirements. This will
expose any gaps that can be filled and any duplicate services.
37. What is the most important aspect of a Service Level Agreement (SLA)?

A. Clear Scope

B. Measurable

C. Security

D. Reliability
Answer: B - The most important aspect of a Service Level Agreement (SLA) is that it is measurable.

Key Takeaway: A Service Level Agreement (SLA) is important to ensure that all parties understand
its contents. Avoiding unnecessary language and technical details helps reduce confusion. With joint
understanding the SLA can be used to manage quality and not just for determining penalties for non-
performance. This puts the SLA in the middle of fostering a strong relationship between the IT
Service provider and customers.
38. Your supplier agreement calls for an informal combination of insourcing and outsourcing suppliers. Which
type of supplier agreement is this?

A. Application Service Provision

B. Multi-Sourcing

C. Partnering

D. Co-sourcing

Answer: D - Co-sourcing is the supplier agreement that calls for an informal combination of
insourcing and outsourcing suppliers.

Key Takeaway: Co-sourcing is one of five different types of supplier agreements including co-
sourcing, partnering or multi-sourcing, business process outsourcing, knowledge process
outsourcing, and application service provision
39. What is the relationship between the SCD and a CMS?

A. Trick question, there is no relationship

B. The CMS feeds into the SCD

C. The SCD is integrated into the CMS

D. Configuration items are missing in both the SCD and CMS

Answer: C - The relationship between the Supplier and Contract Database (SCD) and the
Configuration Management System (CMS) is that the SCD should be integrated into the CMS.

Key Takeaway: By integrating the SCD with the CMS it provides the ability to document the details
about the suppliers and the contracts with the service types and products from each of the suppliers.
Additionally, relationships with Configuration Items (CIs) is also recorded.
40. Congratulations! You have landed a new job as manager of application development for a major insurance
company. You need to get a new laptop for yourself. Where do you find the scope of service offerings within IT?

A. Service Catalogue

B. Service Menu

C. Catalogue of Services

D. Menu of Services
Answer: A - The Service Catalogue provides the scope of services offered by the various groups
within IT.

Key Takeaway: Service Catalogues are maintained as part of the Service Catalogue Management
process. The Service Catalogue Management process is the single source of information on what
services are available and who has the authority to the Service Catalogue. If there were no Service
Catalogues then the functions the management of Service Portfolios, Service Level Agreements,
and IT budgets would be made more challenging.
41. What is the result of too few IT resources and capabilities?

A. Increased cost

B. Decreased cost

C. Decreased performance

D. Increased performance
Answer: C - Too few IT resources and capabilities results in decreased performance.

Key Takeaway: In contrast, too many IT resources and capabilities will increase costs. Capacity
Management is a key function with an IT organization and is responsible for ensuring the correct
amount of capacity is maintained at the correct location when needed for each customer for the
correct cost.
42. Who is responsible for providing oversight to performance and capacity monitoring activities?

A. Performance and Monitoring Team

B. Capacity Manager

C. Capacity and Performance Tuning Manager

D. Performance and Monitoring Manager
Answer: B - The Capacity Manager is responsible for providing oversight to performance and
capacity monitoring.

Key Takeaway: The Capacity Manager needs to be the sort of person who is technically aware but is
also familiar with the needs of the business, can analyze information, and interact in a consultative
manner with others.
43. The main goal of Availability Management is to:

A. Ensure the level of service availability meets the agreed upon needs of the customer

B. Ensure the IT organization will not have a operational failure

C. Document the availability service levels

D. Ensure everyone in IT has water and sodas available at all times
Answer: A - The main goal of Availability Management is to ensure the level of service availability
meets the agreed upon needs of the customer.

Key Takeaway: How effective Availability Management is can have a direct impact on a customers
happiness and satisfaction with IT Services. If there is an outage in the middle of the work day or
during an urgent issue then the customer could be very unhappy. However, if the outage occurs over
the weekend or over a holiday then there would be minimal impact on their happiness
44. What role does Availability play with Incident Management:

A. To define the relationship between MTBSI and MTRS

B. To minimize the duration and effect of incidents

C. To increase the MTBF

D. To decrease the MTBF

Answer: B - The role of Availability Management with Incident Management is to minimize the
duration and effect of incidents.

Key Takeaway: When an incident occurs Availability Management must ensure the business
operations are brought up and functional as soon as possible. There are several Availability
Management metrics: mean time between failures (MTBF); mean time to restore service (MTRS);
and mean time between system incidents (MTBSI). If there are is a high ratio between MTBF to
MTBSI it means there are a lot of small issues whereas a low ratio between MTBF and MTBSI
means there just a few major issues.
45. Disaster Recovery Planning is another term for:

A. IT Service Recovery Management

B. IT Service Continuity Management

C. IT Service Recovery and Continuity Management

D. CYA
Answer: B - Disaster Recovery Planning is another term for IT Service Continuity Management.

Key Takeaway: To recover during a disaster requires a separate system. As part of overall Business
Continuity Management, IT Service Continuity Management is tasked with ensuring the IT
infrastructure and services are recovered within the agreed to amount of time. IT Service Continuity
Management takes a broad view in this respect and covers everything from hardware, software, IT
staff, telephone and office services, utilities, and all other aspects to permit the business to continue
or restore operations
46. Performing a Business Impact Analysis (BIA) is an activity of:

A. IT Service Continuity Management

B. IT Recovery Management

C. IT Business Continuity Management

D. Recovery and Risk Reduction Measures
Answer: A - Performing a Business Impact Analysis (BIA) is an activity of IT Service Continuity
Management.

Key Takeaway: The purpose of the Business Impact Analysis (BIA) is to identify mission critical
business processes and functions, identify any damage or loss caused by a interruption, identify any
escalations as a result of damage or loss, determine the resources needed to restore mission critical
processes, and determine the time frames for both minimal and full recovery
47. Confidentiality, integrity, and availability are all terms associated with:

A. IT Service Recovery Management

B. IT Service Continuity Management

C. Information Security Management

D. Business Operations Data Targets (BODT)
Answer: C - Confidentiality, integrity, and availability are all terms associated with Information
Security Management.

Key Takeaway: Information Security Management has to ensure that security is managed across all
IT Service Management areas. Specifically, Information Security Management is tasked with making
sure information is protected, accurate, complete, and available. Information Security Management
should be a contributing consideration of an organizations governance model
48. Application sizing, modeling, and demand management are all considerations for:

A. Service Level Management

B. Capacity Management

C. Service Catalogue Management

D. Supplier Management
Answer: B - Application sizing, modeling, and demand management are all considerations for
Capacity Management.

Key Takeaway: Application sizing is an activity designed to determine the hardware or network
capacity needed; modeling is used to forecast the infrastructures behavior under a set of conditions;
and demand management are the short-term responses to meet current demand. Additional
considerations are performance monitoring, tuning, storage of capacity management data, capacity
planning, and reporting.
49. Supplier Service Improvement Plans (SSIP) are used to:

A. Document improvement plans agreed to between service providers and suppliers

B. Collect feedback from suppliers

C. Provide input to a supplier and contract review

D. Document the co-sourcing arrangements
Answer: A - Supplier Service Improvement Plans are used to document improvement plans agreed
to between service providers and suppliers.

Key Takeaway: Supplier Survey Reports are used to collect feedback from anyone who works
directly with suppliers on a day-to-day basis so the information can be reviewed to ensure the
services are of the quality agreed to. Supplier and Contract Performance Reports are primarily used
as in reviews with suppliers when discussing contracts and quality of service.
50. Which of the following is not a sub-process of Capacity Management?

A. Business Capacity Management

B. Service Capability Management

C. Component Capacity Management

D. Supplier Capacity Management
Answer: D - Supplier Capacity Management is not a sub-process of Capacity Management. Supplier
Capacity Management is not a valid ITIL term.

Key Takeaway: The three sub-processes of Capacity Management are Business Capacity
Management (ensures capacity meets future business needs), Service Capacity Management
(manages on-going service delivery per SLAs), and Component Capacity Management (manages
the individual components of the IT infrastructure. All three of these sub-processes consolidate
information and feed it into both Service Level Management and Financial Management
51. Which lifecycle phase is focused on the period between Service Design and Service Operation?

A. Service Transition

B. Change Management

C. Service Validation and Testing

D. Knowledge Management
Answer: A - Service Transition is the lifecycle phase that is focused on the period between Service
Design and Service Operation.

Key Takeaway: This is an important phase because it any functional or technical errors that slip
through will have a much greater impact to the infrastructure and/or customer. As result, there will
normally be a much higher cost associated with fixing the problem once it is in operation. Service
Transition also ensures that any new or changed services meet the customers requirements, works
to reduce differences in actual versus forecast costs, and builds, tests, and implements releases into
operation with minimal impact to the organization.
52. Which is a benefit of a Knowledge Management System?

A. Having all users use the system

B. Wisdom

C. Organizational growth and maturity

D. Accurate chargeback records
Answer: C - Organizational growth and maturity is a benefit of using a Knowledge Management
System.

Key Takeaway: The additional benefits and organization can expect to realize are greater reuse and
more effective use of resources. As with most system implementations there are challenges
expected including trying to get users to use the system, having adequate time to enter information
into the system, keeping the information current, and ensuring it is flexible and scalable to meets the
current and future needs of the organization.
53. A Configuration Management Database:

A. Is created by Problem Management

B. Is used by Problem Management

C. Stores configuration items (CIs)

D. Also referred to as the Known Error Database
Answer: C - A Configuration Management Database stores configuration items (CIs).

Key Takeaway: The CMDB also shows the relationship between CIs as well as provides a logical
model of the IT infrastructure. Configuration Items can include software, documentation, and
attributes of the CIs such as the amount of disk space on a computer. Items that are not controlled
by Change Management wouldnt normally go into the CMDB
54. Configuration Management activities include all of the following except:

A. Management & Planning

B. Security

C. Identification

D. Reporting
Answer: B - Configuration Management activities do not include Security.

Key Takeaway: Management & Planning is at the center of Configuration Management. Additional
activities include Identification (selection, labeling and registration of CIs), Status Accounting
(reporting of current and historical data for each CI), Reporting, Verification & Audit (integrity of the
CI in CMDB), and Control (only authorized CIs are in the CMDB).
55. A server upgrade is planned for the weekend. Which Service Transition process below would be used to
ensure standardized methods and procedures are used?

A. IT Service Continuity Management

B. Continual Service Improvement

C. Knowledge Management

D. Change Management
Answer: D - Change Management is the Service Transition process that would be used to ensure
standardized methods and procedures are used during the server upgrade.

Key Takeaway: Knowledge Management, the only other Service Transition process listed as a
possible answer, is focused on ensuring the organization has quality data for decision making.
Change Management ensures changes are controlled and follow a defined set of procedures to
minimize the impact of change-related incidents.
56. Which of the following changes is pre-approved and does not require an RFC?

A. Standard Change

B. Normal Change

C. Emergency Change

D. VIP Change
Answer: A - A Standard Change is pre-approved and does not require a Request for Change (RFC).

Key Takeaway: A Standard Change is a low risk change that is common (e.g. a new employees
laptop), which is typically captured as a Service Request. A Normal Change is one that follows all
the steps of the process and is assessed by the Change Advisory Board (CAB). An Emergency
Change is one that needs to be implemented urgently; however, there is still a process to handle this
type of request.
57. Raised, reason, return, risks, resources, responsible, and relationship are commonly referred to as:

A. 7 Rs of Change Management

B. 7 Rs of Service Improvement

C. Seven Rs of Configuration Management

D. 5 Rs short of a dozen
Answer: A - Raised, reason, return, risks, resources, responsible, and relationship are commonly
referred to as the 7 Rs of Change Management.

Key Takeaway: The 7 Rs refer to questions that must be answered before any change is made.
They ask who raised the change, whats the reason for the change; what return is required for the
change, what risks are there, what resources are needed for the change, who is responsible for
building, testing and installing the change, and what (if any) relationship does this change have with
other changes?
58. What would you refer to if you wanted to measure the effectiveness and efficiency of the Change
Management process?

A. CMDB

B. CAB

C. KPIs

D. EIEIO
Answer: C - You would refer to the Key Performance Indicators (KPIs) of Change Management if
you wanted to measure the effectiveness and efficiency of the Change Management process.

Key Takeaway: There are a number of metrics that can be used to gain insight into how well the
Change Management process is working. These include: the number of RFCs, number of successful
changes, the number of emergency changes, how many changes are waiting to be implemented,
what kind of backlog there is, the business impact of changes, and how frequent changes occur to
CIs.
59. A group of authorized changes is referred to as:

A. Package

B. Container

C. Release

D. Bundle
Answer: C - A group of authorized changes is referred to as a Release.

Key Takeaway: The deployment of Releases can be executed in a variety of methods including: Big
Bang (all users at once), Phased (some now, some later), Push (deployed locally then out to other
locations), Pull (made available from a centralized locations where users can access as needed),
Automated (use of technology to deploy), and Manual (manual steps to distributing the release).
60. The underlying concept behind Service Validation and Testing is:

A. Release Efficiency

B. Quality Assurance

C. Business Impact

D. Requirements Traceability
Answer: B - The underlying concept behind Service Validation and Testing is Quality Assurance.

Key Takeaway: Service Validation and Testing ensures that the implementation of releases will
result in new or changed services that meet the customers requirements. This is a crucial function
within Service Management and without an effective means to validate and test it results in
inefficient processes. Inefficient Service Validation and Testing result in incidents, unused services,
higher costs, problems, and more demand for Service Desk help.
61. A baseline of a configuration that has been formally agreed to and managed through the Change Management
process is called:

A. Configuration Item

B. Configuration Baseline

C. Baseline of Configuration (BOC)

D. Service Baseline
Answer: B - The Configuration Baseline is a baseline of a configuration that has been formally
agreed to and managed through the Change Management process.

Key Takeaway: A Configuration Baseline is used as the basis for future builds, releases, and
changes. It provides a means to signal a milestone in the development of a service, allows the build
of a service from a known set of inputs, allows for changing or rebuilding in the future, is a means to
bring together all relevant components ready for a change or release, and provides a basis for
backing out a change.
62. The system that contains the entire set of repositories used to manage knowledge and information is called the:

A. SKMS

B. CMS

C. SKDB

D. CMMS
Answer: A - The system that contains the entire set of repositories used to manage knowledge and
information is called the Service Knowledge Management System (SKMS).

Key Takeaway: The SKMS is a set of tools and databases that are used to manage knowledge and
information. The SKMS stores, manages, updates, and presents all information that a service
provider needs to manage the full lifecycle of services. It contains the Configuration Management
System (CMS) information and the Configuration Management Databases (CMDB) data.
63. Knowledge Management is usually displayed within the ____________ structure or model:

A. RACI

B. SKDB

C. CMDB

D. DIKW
Answer: D - Knowledge Management is usually displayed within the Data, Information, Knowledge,
Wisdom structure or model.

Key Takeaway: Data includes the discrete facts about events, Information is derived by applying
context to the data and usually requires data from more than one source, Knowledge is the
combination of experiences , ideas, values, and judgments from staff members, and Wisdom is the
common sense judgment that leads to organizational strategies after applying context.
64. What contains the physical store of software master copies:

A. DML

B. Software Asset Library

C. CMDB

D. RACI
Answer: A - The Definitive Media Library (DML) contains the physical store of software master
copies.

Key Takeaway: The Definitive Media Library (DML) is one or more locations in which the approved
versions of all software CIs are stored securely. The DML will also contain the licenses for the
software CIs along with the documentation. All software in the DML falls under Change Management
and Release Management control and recorded in the Configuration Management System (CMS).
65. A _________________ is any component that needs to be managed in order to provide an IT Service:

A. Asset

B. Baseline

C. CI

D. RACI
Answer: C - A Configuration Item (CI) is any component that needs to be managed in order to
provide an IT Service.

Key Takeaway: Information regarding each CI is contained within the Configuration Management
System (CMS) and each CIs lifecycle is managed by the Configuration Management process. Any
changes to CIs are controlled by Change Management. There can be a variety of CIs: Service Level
CIs, Service CIs, Organizational CIs, Internal CIs, and External CIs. Each CI can vary in size, type,
and complexity ranging from an entire system to a single module.
66. A business value of Service Transition is:

A. Enables a high volume of changes and releases

B. Quantifies the impact of a loss of service

C. Protects the interests of those relying on information

D. Ensures security risks are effectively managed
Answer: A - A business value of Service Transition is that it enables a high volume of changes and
releases.

Key Takeaway: Effective Service Transition has additional value to the business such as providing
an understanding to the level of risk during and after a change, it aligns the new or changed service
to the business requirements, and end users can use the new or changed service effectively.
67. A Release Unit is:

A. A collection of an IT services components normally released together***

B. A collection of RFCs for a particular service

C. Where DML data is stored

D. What contains a release package
Answer: A - A Release Unit is a collection of an IT services components normally released together.

Key Takeaway: Together, the components within a Release Unit generally are adequate to perform
a successful function (e.g. a desktop PC that contains all the hardware and software). The unit may
include various types of assets; however, the ideal release unit is dependent on the service or asset
itself. It may be most appropriate to release an entire application to ensure nothing is missed in
testing or it may simply be more granular such as a single page of a website update.
68. You are ready to release a new service into production. Which of the following is not an appropriate option in
accordance with the release and deployment process:

A. Pull

B. Pilot

C. Phased

D. Big bang
Answer: B - A Pilot is not an appropriate option for releasing a new service into production in
accordance with the release and deployment process.

Key Takeaway: A Pilot is a state for a service after it is first deployed and prior to a rollout. Valid
release deployment options include Big Bang (all users at once), Phased (some now, some later),
Push (deployed locally then out to other locations), Pull (made available from a centralized locations
where users can access as needed), Automated (use of technology to deploy), and Manual (manual
steps to distributing the release).
69. Effective and efficient delivery and support of IT Services is a function of:

A. Service Strategy

B. Service Operation

C. Service Transition

D. Continual Service Improvement

Answer: B - Effective and efficient delivery and support of IT Services is a function of Service
Operation.

Key Takeaway: The success if Service Operation is hinged on the coordination and execution of the
various activities and processes that must be delivered to meet the service level agreements. An
important aspect of Service Operation is to manage any conflicts between the current operational
status and the future changes and priorities.
70. Which of the following is the counter balance to Stability when balancing Service Operation?

A. Responsiveness

B. Quality of Service

C. External Business View

D. Cost of Service
Answer: A - Responsiveness is the counter balance to Stability when balancing Service Operation.

Key Takeaway: Service Operation has to understand that business needs are constantly changing
and if there is too much focus on Responsiveness IT may make too many changes that lead to
infrastructure instability. Stability is of importance but with too much focus on it will lead to a
reluctance to adopt needed changes. As a result, this is a balancing act. Other factors that have to
be balanced are Internal IT View vs. External IT View, Cost of Service vs. Quality of Service, and
being Reactive vs. Proactive.
71. Which of the following definitions best describes the Call Centre service desk type?

A. Moderate first-time resolution rate

B. High first-time resolution rate

C. Low fist-time resolution rate

D. A wide variety of services offered
Answer: B - High first-time resolution rate best describes the Call Centre service desk type.

Key Takeaway: A service desk type is referred to by its skill level and first-time resolution rate. A Call
Centre is also characterized by a high call volume. A Help Desk service desk type has a moderate
first-time resolution rate and handles is designed with managing incidents. A Service Desk service
desk type has a high first-time resolution rate and provides a wide range of services.
72. Technical Management is comprised of the following staff:

A. Transition specialists and support staff

B. Technical architects and support staff

C. Technical architects and transition staff

D. Technical architects

Answer: B - Technical Management is comprised of technical architects and support staff.

Key Takeaway: One or more technical support teams are required to provide Technical
Management and support for the customers infrastructure. The technical architects and designers
are primarily engaged in Service Design while the maintenance and support staff are engaged in
Service Operation, together they comprise Technical Management. Technical Management has the
goal of ensuring the infrastructure is stable as a result of careful planning, implementation and
ongoing operations.
73. IT Operations Management is tasked with performing the day-to-day activities to keep the infrastructure
operational. Where are the performance standards defined?

A. Service Design

B. Service Operation

C. Service Transition

D. IT Operations Management
Answer: A - The performances standards used by IT Operations Management to perform the day-to-
day activities to keep the infrastructure operational are defined in Service Design.

Key Takeaway: IT Operations Management role includes maintaining the status quo, constantly
assessing operations to seek ways to improve services while lowering costs, and ensuring the
correct technical resources are engaged quickly to diagnose and resolve any failures. IT Operations
Management also provides IT Operations Control (staffing and execution) and Facilities
Management (the physical IT environment).
74. An Operations Bridge or Network Operations Centre, and Event Management are all processes managed by:

A. Service Transition

B. IT Operations Management

C. IT Operations Control

D. Continual Service Improvement
Answer: C - An Operations Bridge or Network Operations Centre (NOC), and Event Management
are all processes managed by IT Operations Control. Although answer B is technically correct
because IT Operations Control is a function of IT Operations Management answer C is the BEST
answer.

Key Takeaway: IT Operations Control also consists of activities such as console management, job
scheduling, backups & restores, and printing. The other function of IT Operations Management is
Facilities Management and this consists of activities such as managing data centers, disaster
recovery sites, facilities consolidations, and facilities contracts.
75. The Service Operation function that is primarily responsible for helping design, implement, and maintain
applications is:

A. Business Application Management

B. Application Operations Management

C. Application Service Management

D. Application Management***
Answer: D - Application Management is the Service Operation function that is primarily responsible
for helping design, implement, and maintain applications.

Key Takeaway: Application Management, the Service Desk, Technical Management, and IT
Operations Management are the four functions of Service Operation. Application Management is
also responsible for managing applications through their entire life cycle, helps identify functional
requirements for software, helps make the build vs. buy decisions, and helps define what skills are
needed by staff to support the applications.
76. At the core of Operational Monitoring and Control is:

A. Event Management

B. Service Operation

C. Service Transition

D. IT Service Management
Answer: A - Event Management is at the core of Operational Monitoring Control.

Key Takeaway: Event Management is tasked with detecting events, understanding them, and
defining the appropriate method to control it. Event Management detects and communicates
operational information in addition to warnings and exceptions so this information can be fed into
reporting. The information from Event Management may also be used to automate routine
processing, assist with demand balancing, and across the infrastructure to improve performance.
77. An event is defined as:

A. An indicator that a response is needed

B. The result of a change request

C. A threshold warning

D. A change of a CIs state that holds importance with IT management
Answer: D - An event is a change of a CIs state that holds importance with IT management.

Key Takeaway: The event may be something as simple as the completion of a batch processing job
completed successfully, that a backup failed, or a situation that warrants closer monitoring. An event
differs from an alert (a threshold warning) and a trigger (a response to an event may be needed).
Events can be monitored automatically so detection by staff is simplified.
77. An event is defined as:

A. An indicator that a response is needed

B. The result of a change request

C. A threshold warning

D. A change of a CIs state that holds importance with IT management
Answer: D - An event is a change of a CIs state that holds importance with IT management.

Key Takeaway: The event may be something as simple as the completion of a batch processing job
completed successfully, that a backup failed, or a situation that warrants closer monitoring. An event
differs from an alert (a threshold warning) and a trigger (a response to an event may be needed).
Events can be monitored automatically so detection by staff is simplified.
79. How do Problem Management and Incident Management differ?

A. Problem Management focuses on root cause and Incident Management focuses on the symptoms

B. Incident Management focuses on root cause and Problem Management focuses on the symptoms

C. Problem Management focuses on issue priority and Incident Management focuses issue urgency

D. There is no difference, they mean the same thing.

Answer: A - The difference between Problem Management and Incident Management is that
Problem Management focuses on root cause and Incident Management focuses on the symptoms.

Key Takeaway: Incident Management is focused on restoring normal service operation as quickly
as possible while reducing the impact to the business. This focus results in the highest levels of
service quality and availability. Normal service operation is defined as operating within the limits of
established Service Level Agreements (SLAs).
80. Categorization is the unemotional/statistical aspect of Incident Prioritization whereas ___________________ is
the human element of Incident Prioritization.

A. Incident Management

B. Impact

C. Urgency

D. Escalation
Answer: D - Escalation is the human element of Incident Prioritization.

Key Takeaway: A major concept of Incident Management is the difference between Categorization
and Escalation. Within Categorization, Impact + Urgency = Priority. Impact is the measure of how
much the business is affected. Urgency is measure of how long the fix can be delayed. The human
element of Escalation helps with determining which incidents should be moved up or down in priority.
81. An incident that results in a major disruption of service is called a:

A. Major Impact

B. Major Urgency

C. Major Incident

D. Major Escalation
Answer: C - A Major Incident is an incident that results in a major disruption of service.

Key Takeaway: In order to accommodate the importance for quick action, a major incident should
have a separate set of procedures, with abbreviated timelines and a higher urgency. Its important
for an organization to have a clear, agreed to set of criteria as to what comprises a major incident.
Ideally, this process feeds into Problem Management so root cause analysis can lead to preventing
the incident in the future.
82. ______________ is responsible for managing the lifecycle of problems:

A. Incident Management

B. Problem Management

C. CAB

D. KEDG
Answer: B - Problem Management is responsible for managing the lifecycle of problems.

Key Takeaway: Problem Management is focused on preventing problems, eliminating recurring
incidents, and minimizing the impact of incidents. However, when a problem occurs it utilizes
Reactive Problem Management to manage them. A problem is incident where the underlying cause
is unknown. Although the activities of Reactive Problem Management are similar to Incident
Management for logging the incident, the differ afterwards because root cause analysis and updates
to the Known Error Database (KEDB) are made in Reactive Problem Management.
83. Trend Analysis is an activity of which process?

A. Proactive Problem Management

B. Proactive Incident Management

C. Reactive Problem Management

D. Reactive Incident Management
Answer: A - Trend Analysis is an activity of Proactive Problem Management.

Key Takeaway: There are two key activities of Proactive Problem Management: Trend Analysis, and
Targeting Preventative Action. Trend Analysis activities include reviewing reports from other
processes to find trends worth attention. Targeting Preventative Action activities include conducting
cost-benefit analysis for any investments in preventing problems, focusing on areas that are
consuming the most support resources, and focusing on other vulnerable areas of the infrastructure
by working with Availability Management and Capacity Management.
84. Satisfying requests from end users using standardized and repeatable processes is the goal of:

A. Continual Service Improvement

B. Request Fulfillment

C. Advisory Board

D. Project Management
Answer: B - A Satisfying requests from end users using standardized and repeatable processes is
the goal of Request Fulfillment.

Key Takeaway: Request Fulfillment is designed to provide a conduit for users to request services,
communicate the availability of services, source and deliver the components of the requested
services, and manage with general information requests or complaints. Change Management has a
direct impact on Request Fulfillment since it determines the types of changes that are pre-approved
and those that can be effectively controlled and implemented by IT.
85. Your area of responsibility has just been expanded to manage the TANGO system; however, you have been
denied access to the system. Which process is responsible for managing your access to TANGO?

A. Access Management

B. Change Management

C. Access Validation Team

D. Service Operation
Answer: A - Access Management is responsible for managing access.

Key Takeaway: Access Management is the function that ensures users are authorized to use a
service. Access Management is coordinated by Service Desk but depending on the request may
also call on Technical Management and Application Management. The activity lifecycle of an access
request is as follows: Requesting Access --> Verification --> Providing Rights --> Monitoring Identity
Status --> Logging & Tracking Access --> Removing or Restricting Access.
86. Which phase brings together all the other aspects of the Service Lifecycle together?

A. IT Service Management

B. Continual Service Improvement

C. Continuous Service Improvement

D. Centralized Service Management
Answer: B - Continual Service Improvement is the phase that brings together all the other aspects of
the Service Lifecycle together.

Key Takeaway: In addition to bringing all the others aspects together Continual Service
Improvement (CSI) ensures that there is a continual improvement in the services and capabilities of
them. The following graphic shows the interrelationships - See more at:
87. Service Level Management is a process of which phases of the ITIL Service Model?

A. Continual Service Improvement

B. Service Design

C. Service Operation

D. Service Strategy
Answer: A - Service Level Management is a process of the Service Design phase of the ITIL Service
Model.

Key Takeaway: Service Level Management is focused on ensuring that the agreed upon service
levels are delivered for all services by identifying potential service improvements. Service Level
Management is constantly analyzing Service Operation data, reporting, evaluating, and ultimately,
improving. Service Level Management uses Service Improvement Plans to formally plan the
implementation of improvements to processes and services
88. Asking whether service levels are improving is a function of:

A. Service Level Management

B. Service Transition Management

C. Service Operations Management

D. Service Strategy
Answer: A - Asking whether service levels are improving is a function of Service Level Management.

Key Takeaway: In addition to statistics around the number and percentage of services covered by
SLAs, SLAs supported by UCs and OLAs, and service targets being met, there are questions that
need to be asked and answered to round out the Key Performance Indicators (KPIs) of Service
Level Management.

Questions such as are the service levels improving, are customers perceptions improving, and are
IT costs reducing for stable processes, round out the KPIs. If any of these questions are answered
with a no then there needs to be an investigation to determine why and a plan developed to make
improvements that lead to a yes.
89. As a Service Level Manager, which of the following is not a challenge you would typically expect to be
concerned with?

A. Deciding where to being pre-SLA achievements

B. That underpinning contracts are being ignored

C. Requests for Change volume

D. Improvement activities not being followed
Answer: C - As a Service Level Manager, you would not expect to be concerned of the volume of
Requests for Changes.

Key Takeaway: Service Level Management offers plenty of challenges but being concerned with the
volume of changes is not one of them.

Other challenges facing Service Level Management are determining service level targets that are
realistic and achievable, a shortage of time, resources, and focus, not having equal representation
on the senior management team, and dealing with SLA that are too wordy, contain an excess of
technical wording, and are not focused on the customers needs.
90. The four reasons to monitor and measure within Service Measurement and Reporting are Validate, Direct,
Justify, and _____________:

A. Improve

B. Design

C. Strategize

D. Intervene***
Answer: D - The four reasons to monitor and measure within Service Measurement and Reporting
are Validate, Direct, Justify, and Intervene.

Key Takeaway: Coordinating the metrics, data collection, and reporting activities of the other
processes and functions is the primary goal of Service Measurement and Reporting. The reasons for
monitoring and measuring include: validate (is there alignment with the organizational vision and
strategy), direct (using facts to drive change), justify (ensure the targets and metrics are correct),
and intervene (drive improvements through corrective action).
91. The type of metrics that are associated with performance and availability of infrastructure components is:

A. Service Metrics

B. Technology Metrics***

C. Process Metrics

D. CI Metrics

Answer: B - Technology Metrics are the type of metrics that are associated with performance and
availability of infrastructure components.

Key Takeaway: Technology Metrics are typically designed by the various technology specialists and
architects within IT.

The other two types of metrics are Process Metrics and Service Metrics. Process Metrics determine
the overall health of a given process by measuring key performance indicators (KPIs) and activity
metrics for the service management processes.

Service Metrics are the responsibility of the Service Level Managers and Service Owners and
defines the results of the end-to-end service by taking into consideration component metrics.
92. A baseline is a:

A. A point of reference for comparison

B. A field on the Request for Change

C. The most important aspect of IT Service Management

D. The unmarked lane between any two baseball bases
Answer: A - A baseline is a point of reference for comparison.

Key Takeaway: Baselines are important because the document the agreed upon starting point within
an organization for which future comparisons will occur. They can be used as a starting point against
which to measure future improvement initiatives, a way to measure the performance over time, and,
in the case of a Configuration Management baseline, can be used as a restore point by acting as a
last-known good configuration.
93. What are the four phases of the Deming Cycle:

A. Plan, Do, Check, Act

B. Plan, Do, Confirm, Act

C. Planning, Doing, Confirming, Acting

D. Plan, Do, Check, Action
Answer: A - The four phases of the Deming Cycle are Plan, Do, Check, Act.

Key Takeaway: Plan, Do, Check, Act (PDCA) was introduced by Edward Deming, an American
statistician. Deming is best known for his post-World War II work in Japan where he worked closely
with executive managers on how to improve product quality. Deming is frequently considered a key
factor for Japans reputation today as a high-quality producer of products.




94. The first step in the CSI Improvement Process is:

A. Define what can be measured

B. Analyze the data

C. Define what you should measure***

D. Gather the data
Answer: C - The first step in the CSI Improvement Process is to define what you should measure.

Key Takeaway: There are seven steps in the CSI Improvement Process is based on the Deming
Cycle of Plan, Do, Check, Act. However, the Deming Cycle has more detailed steps when used to
improve IT services and processes.
The steps include:
1. Define what should be measured
2. Define what you can measure
3. Gather the data
4. Process the data
5. Analyze the data
6. Use the data
7. Take corrective action.
95. A benefit of Continual Service Improvement is a/an:

A. Decreased VOI

B. Increased ROI

C. Decreased ROI

D. Paycheck bonuses
Answer: B - A benefit of Continual Service Improvement is an increased Return on Investment (ROI).

Key Takeaway: In addition to an increased ROI, Continual Service Improvement can lead to
increased market growth, gaining a competitive advantage over competition, and an increased Value
on Investment (VOI). A ROI is identified by the difference between savings achieved and the cost
spent to realize the savings; typically represented in a percentage. A VOI is the additional value
resulting from the creation of benefits. A Return on Investment is a component of Value on
Investment.
96. How many phases are there in the Service Lifecycle:

A. 4

B. 5

C. 6

D. 4 Required plus 1 Optional
Answer: B - There are five phases in the Service Lifecycle.

Key Takeaway: The same five volumes that comprise the Information Technology Infrastructure
Library (ITIL) are what comprise the Service Lifecycle: Service Strategy, Service Design, Service
Transition, Service Operation, and Continual Service Improvement. Keep in mind that there is a
holistic integration of all phases and each phase will affect the other. The result is a continuous cycle.
97. Which ITIL Service Lifecycle phase provides guidance for the design and development of services?

A. Service Design***

B. Service Strategy

C. Service Transition

D. Service Operation
Answer: A - Service Design is the ITIL Service Lifecycle phase that provides guidance for the design
and development of services.

Key Takeaway: Service Design includes the principles for design and the methods for converting an
organizations strategic objectives into service portfolios and service assets. Service Design is not
limited to only new services. Service Design also includes any changes or improvements to existing
services needed to increase or maintain value for the customer.
98. Which phases of the Service Lifecycle is incorporated in all the other phases?

A. Service Strategy

B. Service Design

C. Service Transition

D. Continual Service Improvement
Answer: D - Continual Service Improvement is the Service Lifecycle phases that is incorporated in all
other phases.

Key Takeaway: Continual Service Improvement contains the guidance in how to create and maintain
value for customers through improved design, implementation, and operation of services.

Service quality and performance data, knowledge, and information all come together under
Continual Service Improvement. Additional guidance is provided on linking improvement outcomes
with Service Strategy, Service Design, and Service Transition.

99. Which volume of ITIL provides guidance on achieving efficiency in the delivery and support of services?

A. Service Design

B. Service Strategy

C. Service Transition

D. Service Operation
Answer: D - Service Operation is the ITIL volume that provides guidance on achieving efficiency in
the delivery and support of services.

Key Takeaway: Service Operation is the conduit for achieving strategic objectives as a result of
delivering value for customers through service delivery and support. The main goal of Service
Operation is to achieve effectiveness and efficiency while maintaining stability and flexibility. The key
principle of Service Operation is effective communication, which includes routine operational
communications, shift turnover communications, communications during projects, communications
related to changes, exceptions, and emergencies, and training resources on new or changed
processes and Service Designs.