1.

The generic roles involved within the service lifecycle include

a.Process owner
b.Developer
c.Service Owner
d.Process Practioner
2. A set of specialized organizational capabilities for providing value to customers in the form of
services is called :
a. Enchancing services
b. Enabling services
c. Service managemen
d. Core Services
3. Which of the following statements is correct?
1. All processes should have an owner
2. A process take one or more inputs and turns them into defined output , such as process
reports and reviews
3. All processes objectives must be defined in measurable terms
4. All processes must have an objective

Select one :
a. 1.2,4
b. 1 and 2
c. 2 and 4
d. all of the above

4. Which of the following is the correct description of a service?

a. investigates the underlying cause of issues
b. Monitors targets according to contractual obligations
c. delivers value to customers, without ownership of specific cost and risks
d. Restores normal operations as soon as possible

5. The result of carrying out and activity , following a process, or delivering an IT service , what is
this?
a. An outcome
b. A Work Instruction
c. A procedure
d. An Input

6. Warranty is an assurance that a product or service will meet its agreed requirements and can be
summarized as “fit for purpose” :
A. true
b. False
7. Wich one of the following is a team member responsible for managing the day-to-day
implementation of a process?
a. Process manager
b. Service owner
c. Service catalog
d. Process owner
8. What does a service provide to the customer?
a. value
b. capabilities
c. warranty
d. resources

9. What are the three services provider types?

a. shared service unit
b. internal service provider
c. critival service provider
d. external service provider
10. Which one of the following is NOT a stage of the servie lifecycle?
a. service optimization
b. service transition
c. Service strategy
d. service design
11. Which phase of IT service management ensures delivery and support of services to customers
and user at agreed upon levels?
a. service operation
b. service transition
c. Service strategy
d. service design
12. Any resoruces or capability used by a service provider to deliver services to a customer is called
a. inputs
b. services asset
c. skill
d. functions
13. Accoding to the “process model “ what are the three distinct sections that interact with each
other to produce process output?
a. process owner
b. process control
c. process
d. process enablers
14. Which of the following is not a recognized source of IT best practices according to ITIL?
a. industry standars
b. training
c. proprietary knowledge
d. Auditors
15. Which of these is not recognized type of service according to ITIl?
a. enabiling service
b. enchancing service
c. supplier service
d. core service
16. The benefits of IT service management to the IT organization are below :
a. All are wrong statement
b. the provision of IT services Becomes more customer focused and agreements about service
quality improve the relationship
c. managing service quality avaibility and reliability and service cost in improved
d. all are true statement
17. The term “warranty” refers to :
a. ability to provide required capacity
b. able to proved reliability in terms of continuity and security
c. all statements are correct
d. the availability of service when needed
18. What are the three types of services according to ITIL specifications?
a. enhancing services
b. Mandatory services
c. enabling services
d. core services
19. Below are the processes involved in the service design phase except :
a. design coordination
b. avability management
c. service validation
d. access management
20. Who are enablers for service management best practice?
a. customers
b. Techonologies
c. Employess
d. Legal Authorities
21. Which of the following are the correct Statement?
A. The pahse where the activity is for improving the effectiveness and efficiency of IT services to
meet the business requirement is the continual service improvement phase
b. the purpose of service design phase is for designing and developing appropriate IT services
c. service strategy are the pahse of defining the guidelines for creating business value and
achieving and maintaining a strategic advantage
d. The phase of managing and all activities to provide and support services in order to ensure
value for the customer and the service provies is called service design
22. Whih of these is not a characteristic of a process?
a.Responds to a trigger
b. delivers functional
c. is measurable
d. delivers a specific result
23. Which of these statement is /are correct?
1. Internal services are deliverd between departments or business units within the same
organization?
2. external services are those delivered to an external customer

select one :
a. 1 only
b. 2 only
3. Neither
4. Both

24. According to the RACI MODEL the owner of a task who ensures meeting the required standard is
considered which of the following?
a. consulted
b. accountable
c. responsible
d. informed
25. Processes comprise groups of activities excuted for a specific goal and has several characteristics
a. measurability
b. Responsiveness to specific triggers
c. specific result
d. users
26. What is an IT services made up of?
a. A combination of best practices inputs and outcomes
b. a combination of best practices information technology and outcomes
c. a combination of information techonology people and processes
d. a combination of inputs controls and outcomes

27. The RACI model is one of many useful models in achieving highly performance oganizations . the
RACI model consist of :
a. A consulted
b. Integrated
c. Responsible
d. Accountable
28. Several benefits of ITIl include :
a. improved savings from reduced rework or lost time and from improved resource
management and usage
b. improved service avaibility directly leading to increased business profits and revenue
c. improved time to market for new product products and services
d. improved decision making and reduced risk
29. A structured set of activites designed to accomplish a specific objective by taking one or more
inputs and turns them into defined outputs is called?
a. Capabilites
b. process
c. utility
d. function
30.