q 1-4
DESCRIPTION
TRANSCRIPT
1. Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)2. Recording relationships between CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of software to support service asset and configuration management
a.1, 2 and 3 onlyb. All of the abovec. 1, 2 and 4 onlyd. 3 and 4 only
2. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
a. To decide how IT will engage with suppliers during the service lifecycleb. To proactively prevent all outages to IT servicesc. To design and build processes which will meet business needsd. To deliver and manage IT services at agreed levels to business users and customers
3. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is2. Ensuring a working relationship between the customer and service provider3. Defining how value is created
a. 1 onlyb. 2 onlyc. 3 onlyd. All of the above
4. Which process is responsible for ensuring that appropriate testing takes place?
a. Knowledge managementb. Release and deployment managementc. Service asset and configuration managementd. Service level management
5. Which one of the following would NOT involve event management?
a. Intrusion detectionb. Recording and monitoring environmental conditions in the data centrec. Recording service desk staff absence
d. Monitoring the status of configuration items
6. Which one of the following activities would be performed by access management?
a. Providing physical security for staff at data centres and other buildingsb. Managing access to computer rooms and other secure locationsc. Managing access to the service deskd. Managing the rights to use a service or group of services
7. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
a. Event management, incident management, problem management, request fulfillment, and access managementb. Event management, incident management, change management, and access managementc. Incident management, problem management, service desk, request fulfillment, and event managementd. Incident management, service desk, request fulfillment, access management, and event management
8. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
a. Service strategyb. Service designc. Service transitiond. Service operation
9. Which one of the following is an objective of service transition?
a. To negotiate service levels for new servicesb. To ensure that service changes create the expected business valuec. To minimize the impact of service outages on day-to-day business activitiesd. To plan and manage entries in the service catalogue
10. Which one of the following generates demand for services?a. Infrastructure trendsb. Patterns of business activity (PBA)c. Cost of providing supportd. Service level agreements (SLA)
11. When can a known error record be raised?
1. At any time it would be useful to do so2. After a workaround has been found
a. 2 onlyb. 1 onlyc. Neither of the aboved. Both of the above
12. Which one of the following would NOT be defined as part of every process?
a. Rolesb. Inputs and outputsc. Functionsd. Metrics
13. Which processes are responsible for the regular review of underpinning contracts?
a. Supplier management and service level managementb. Supplier management and change managementc. Availability management and service level managementd. Supplier management and availability management
14. What do customer perceptions and business outcomes help to define?
a. The value of a serviceb. Governancec. Total cost of ownership (TCO)d. Key performance indicators (KPIs)
15. Which one of the following do technology metrics measure?
a. Componentsb. Processesc. The end-to-end serviced. Customer satisfaction
16. Which one of the following is NOT an aim of the change management process?
a. To ensure the impact of changes are understoodb. To ensure that changes are recorded and evaluatedc. To ensure that all changes to configuration items (CIs) are recorded in the configuration
management system (CMS)d. To deliver and manage IT services at agreed levels to business users
17. Which one of the following is the BEST definition of an event?
a. Any change of state that has significance for the management of a configuration item (CI) or IT serviceb. An unplanned interruption to an IT service or a reduction in the quality of an IT servicec. The unknown cause of one or more incidents that have an impact on an IT serviced. Reducing or eliminating the cause of an incident or problem
18. Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
a. Service level managementb. Change managementc. Incident managementd. Service asset and configuration management19. What is the BEST description of an operational level agreement (OLA)?
a. An agreement between the service provider and another part of the same organizationb. An agreement between the service provider and an external organizationc. A document that describes to a customer how services will be operated on a day-to-day basisd. A document that describes business services to operational staff
20. In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors2. Integrating ITIL with other operating models
a. Both of the aboveb. Neither of the abovec. Option 1 onlyd. Option 2 only
21. Which one of the following functions would be responsible for the management of a data centre?
a. Technical managementb. Service deskc. Application managementd. Facilities management
22. Which process is responsible for the availability, confidentiality and integrity of data?
a. Service catalogue managementb. Service asset and configuration managementc. Change managementd. Information security management
23. Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties
a. 1 and 2 onlyb. 1 and 3 onlyc. 2 and 3 onlyd. All of the above
24. Which one of the following is the CORRECT set of steps for the continual service improvement approach?
a. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveb. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?c. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutiond. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
25. Which one of the following is the BEST description of a major incident?
a. An incident which is so complex that it requires root cause analysis before a workaround can be foundb. An incident which requires a large number of people to resolvec. An incident logged by a senior managerd. An incident which has a high priority or a high impact on the business
26. Which process is responsible for sourcing and delivering components of requested standard services?
a. Request fulfilmentb. Service portfolio managementc. Service deskd. IT finance
27. Which one of the following activities is NOT part of the Deming Cycle?
a. Actb. Planc. Dod. Co-ordinate
28. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability2. Designing availability into a proposed solution
a. None of the aboveb. Both of the abovec. 1 onlyd. 2 only
29. Which one of the following is NOT a characteristic of a process?
a. It is measurableb. It delivers specific resultsc. It responds to specific eventsd. It structures an organization
30. Which one of the following activities does application management perform?
a. Defining where the vendor of an application should be locatedb. Ensuring that the required functionality is available to achieve the required business outcomec. Deciding who the vendor of the storage devices will bed. Agreeing the service levels for the service supported by the application
31. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
a. People, process, partners, performance
b. Performance, process, products, plansc. People, process, products, partnersd. People, products, plans, partners
32. Which of the following would be examined by a major problem review?
1. Things that were done correctly2. Things that were done incorrectly3. How to prevent recurrence4. What could be done better in the future
a. 1 onlyb. 2 and 3 onlyc. 1, 2 and 4 onlyd. All of the above
33. Which one of the following is NOT a valid purpose or objective of problem management?
a. To prevent problems and resultant incidentsb. To manage problems throughout their lifecyclec. To restore service to a userd. To eliminate recurring incidents
34. Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changes
a. All of the aboveb. 1, 2 and 3 onlyc. 2 and 4 onlyd. 3 and 4 only
35. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
a. RACI modelb. Incident modelc. Continual service improvement (CSI) approachd. The Deming Cycle
36. Which statement about the emergency change advisory board (ECAB) is CORRECT?
a. The ECAB considers every high priority request for changeb. Amongst the duties of the ECAB is the review of completed emergency changesc. The ECAB will be used for emergency changes where there may not be time to call a full CABd. The ECAB will be chaired by the IT director
37. The "multi-level SLA" is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
a. Customer levelb. Service levelc. Corporate leveld. Configuration level
38. Which one of the following is the BEST description of a service-based service level agreement (SLA)?
a. An agreement with an individual customer group, covering all the services that they useb. An agreement that covers one service for a single customerc. An agreement that covers service specific issues in a multi-level SLA structured. An agreement that covers one service for all customers of that service
39. Who is responsible for defining metrics for change management?
a. The change management process ownerb. The change advisory board (CAB)c. The service ownerd. The continual service improvement manager
40. Which one of the following statements about incident reporting and logging is CORRECT?
a. Incidents can only be reported by usersb. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servicec. All calls to the service desk must be logged as incidentsd. Incidents reported by technical staff must also be logged as problems__
1. Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)2. Recording relationships between CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of software to support service asset and configuration management
a. 1, 2, and 3 onlyb. All of the abovec. 1, 2 and 4 onlyd. 3 and 4 only
2. What is the BEST description of the purpose of service operation?
a. To decide how IT will engage with suppliers during the service lifecycleb. To proactively prevent all outages to IT servicesc. To design and build processes that will meet business needsd. To deliver and manage IT services at agreed levels to business users and customers
3. Which of the following questions does the guidance in service strategy help to answer?
1. What services should we offer and to whom?2. How do we differentiate ourselves from competing alternatives?3. How do we create value for our customers?
a. 1 onlyb. 2 onlyc. 3 onlyd. All of the above
4. Which process is responsible for ensuring that appropriate testing of a service or application takes place?
a. Knowledge managementb. Release and deployment managementc. Service asset and configuration managementd. Service level management
5. Which of the following is event management NOT used for?
a. Intrusion detection in the data centreb. Recording and monitoring environmental conditions in the data centrec. Recording service desk staff absenced. Monitoring the status of configuration items
6. Which of the following activities is be performed by access management?
a. Providing physical security for staff at data centres and other buildingsb. Managing access to computer rooms and other secure locationsc. Managing access to the service deskd. Managing the rights to use a service or group of services
7. What are the processes within service operation?
a. Event management, incident management, problem management, request fulfillment and access managementb. Event management, incident management, change management and access managementc. Incident management, problem management, service desk, request fulfillment and event managementd. Incident management, service desk, request fulfillment, access management and event management
8. In which core publication will you find detailed descriptions of service catalogue management, information security management, and supplier management?
a. Service strategyb. Service designc. Service transitiond. Service operation
9. Which of the following is an objective of service transition?
a. To negotiate service levels for new servicesb. To plan and manage the resource requirements for releasesc. To provide quality knowledge of incident and problem managementd. To plan and manage entries in the service catalogue
10. Which of the following drives demand for services?
a. Infrastructure trendsb. Patterns of business activity (PBA)c. Cost of providing supportd. Service level agreements (SLA)
11. When can a known error record be raised?
1. At any time when it would be useful to do so2. After a workaround has been found
a. 2 onlyb. 1 onlyc. Neither of the aboved. Both of the above
12. Which of the following is NOT defined as part of every process?
a. Rolesb. Inputs and outputsc. Functionsd. Metrics
13. Which processes review underpinning contracts on a regular basis?
a. Supplier management and service level managementb. Supplier management and change managementc. Availability management and service level managementd. Supplier management and availability management
14. Customer perceptions and business outcomes help to define what?
a. The value of a serviceb. Governancec. Total cost of ownership (TCO)d. Key performance indicators (KPIs)
15. What do technology metrics measure?
a. Componentsb. Processesc. The end to end serviced. Customer satisfaction
16. Which of the following is NOT an aim of the change management process?
a. To ensure the impact of changes is better understoodb. To ensure standardized methods and procedures are used for efficient and prompt handling of changesc. To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)d. To deliver and manage IT services at agreed levels to business users
17. Which of the following is the BEST definition of an event?
a. Any detectable or discernible occurrence that has significance for the management of the IT infrastructureb. An unplanned interruption to an IT service or a reduction in the quality of an IT servicec. The unknown cause of one or more incidents that have an impact on an IT serviced. Reducing or eliminating the cause of an incident or problem
18. Which process is responsible for controlling, recording and reporting on the relationships relating to components of the IT infrastructure?
a. Service level management
b. Change managementc. Incident managementd. Service asset and configuration management
19. What is the BEST description of an operational level agreement (OLA)?
a. An agreement between the service provider and another part of the same organizationb. An agreement between the service provider and an external organizationc. A document that describes to a customer how services will be operated on a day-to-day basisd. A document that describes business services to operational staff
20. In which of the following areas would the ITIL complementary guidance be of assistance?
1. Adapting best practice for specific industry sectors2. Integrating ITIL with other operating models
a. Both of the aboveb. Neither of the abovec. 1 onlyd. 2 only
21. Which of the following is an example of self-help capabilities?
a. Menu-driven range of facilities used to access service requestsb. Calls to the service desk to register standard changesc. A software update downloaded automatically to all laptops in an organizationd. Software to allow programmers to debug code
22. Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
a. IT managementb. Service desk managerc. Business managementd. The change manager
23. Which of the following is commonly found in a contract underpinning an IT service?
1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties
a. 1 and 2 only
b. 1 and 3 onlyc. 2 and 3 onlyd. All of the above
24. Which of the following is the correct set of steps for the continual service improvement model/approach?
a. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveb. Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keep the momentum going?c. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutiond. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
25. What is the BEST description of a major incident?
a. An incident which is so complex that it requires root cause analysis before a workaround can be foundb. An incident which requires a large number of people to resolvec. An incident logged by a senior managerd. An incident with a high priority or which has high impact on the business
26. Which process is responsible for sourcing and delivering components of requested standard services?
a. Request fulfillmentb. Service portfolio managementc. Service deskd. IT finance
27. Which of the following activities is NOT a part of the Deming Cycle?
a. Actb. Planc. Dod. Co-ordinate
28. Which of the following availability management activities are considered to be proactive as opposed to reactive?
1. Monitoring system availability2. Designing availability into a proposed solution
a. Neither of the aboveb. Both of the abovec. 1 onlyd. 2 only
29. Which of the following is NOT a characteristic of a process?
a. It is measurableb. It delivers specific resultsc. It responds to specific eventsd. It structures an organization
30. Which of the following activities is performed by application management?
a. Defining where the vendor of an application should be locatedb. Ensuring that the required functionality is available to achieve the required business outcomec. Deciding who the vendor of the storage devices will bed. Agreeing the service levels for the service supported by the application
31. The design of IT services requires the effective and efficient use of what?
a. People, process, partners, performanceb. Performance, process, products, plansc. People, process, products, partnersd. People, products, plans, partners
32. Which of the following would a major problem review examine?
1. Things that were done correctly2. Things that were done incorrectly3. How to prevent recurrence4. What could be done better in the future
a. 1 onlyb. 2 and 3 onlyc. 1, 2 and 4 onlyd. All of the above
33. Which of the following is NOT a valid objective of problem management?
a. To prevent problems and their resultant incidentsb. To manage problems throughout their lifecyclec. To restore service to a userd. To eliminate recurring incidents
34. Which of these activities would be performed by a service desk?
1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service
4. Implementing all standard changes
a. All of the aboveb. 1, 2 and 3 onlyc. 2 and 4 onlyd. 3 and 4 only
35. Which of the following models would be MOST useful in helping to define roles and responsibilities in an organizational structure?
a. RACI modelb. Incident modelc. Continual service improvement (CSI) modeld. The Deming Cycle
36. Which statement about the emergency change advisory board (ECAB) is CORRECT?
a. The ECAB considers every high priority request for changeb. Amongst the duties of the ECAB is the review of completed emergency changesc. The ECAB will be used for emergency changes where there may not be time to call a full CABd. The ECAB will be chaired by the IT director
37. The "multi-level SLA" is a three-layer structure. Which of the following layers is NOT part of this type of SLA?
a. Customer levelb. Service levelc. Corporate leveld. Configuration level
38. Which of the following is the BEST description of a service-based service level agreement (SLA)?
a. An agreement with an individual customer group, covering all the services that they useb. An agreement that covers one service for a single customerc. An agreement that covers service specific issues in a multi-level SLA structured. An agreement that covers one service for all customers of that service
39. Who is responsible for defining key performance indicators (KPIs) for change management?
a. The change management process ownerb. The change advisory board (CAB)c. The service ownerd. The continual service improvement manager
40. Which of the following statements about incident reporting and logging is CORRECT?
a. Incidents can only be reported by usersb. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servicec. All calls to the service desk must be logged as incidentsd. Incidents reported by technical staff must also be logged as problems
1. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
a. People, process, partners, performanceb. Performance, process, products, problemsc. People, process, products, partnersd. People, products, perspective, partners
2. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
a. Be accountable for the outcome of an activityb. Perform an activityc. Be kept up-to-date on the progress of an activityd. Manage an activity
3. Which one of the following is it the responsibility of supplier management to negotiate and agree?
a. Service level agreements (SLAs)b. Third-party contractsc. The service portfoliod. Operational level agreements (OLAs)
4. Which one of the following does service metrics measure?
a. Functionsb. Maturity and costc. The end-to-end serviced. Infrastructure availability
5. Which of the following service desk organizational structures are described in service operation?
1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun
a. 1, 2 and 4 onlyb. 2, 3 and 4 onlyc. 1, 3 and 4 onlyd. 1, 2 and 3 only
6. Which one of the following do major incidents require?
a. Separate proceduresb. Less urgencyc. Longer timescalesd. Less documentation7. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
a. Implementing service and process improvementsb. Reviewing measurements and metricsc. Creating a baselined. Defining measurable targets
8. Which one of the following is concerned with policy and direction?
a. Capacity managementb. Governancec. Service designd. Service level management
9. Which one of the following is the purpose of service level management?
a. To carry out the service operations activities needed to support current IT servicesb. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesc. To create and populate a service catalogued. To ensure that an agreed level of IT service is provided for all current IT services
10. Which one of the following can help determine the level of impact of a problem?
a. Definitive media library (DML)b. Configuration management system (CMS)c. Statement of requirements (SOR)d. Standard operating procedures (SOP)
11. Which one of the following is NOT an objective of problem management?
a. Minimizing the impact of incidents that cannot be preventedb. Preventing problems and resulting incidents from happeningc. Eliminating recurring incidentsd. Restoring normal service operation as quickly as possible
12. Which process includes business, service and component sub-processes?
a. Capacity managementb. Incident managementc. Service level managementd. Financial management
13. What should a service always deliver to customers?
a. Applicationsb. Infrastructurec. Valued. Resources
14. Which process is responsible for discussing reports with customers showing whether services have met their targets?
a. Continual service improvementb. Change managementc. Service level managementd. Availability management
15. Which one of the following is NOT the responsibility of service catalogue management?
a. Ensuring that information in the service catalogue is accurateb. Ensuring that service level agreements are maintainedc. Ensuring that information in the service catalogue is consistent with information in the service portfoliod. Ensuring that all operational services are recorded in the service catalogue
16. What is the BEST description of the purpose of the service operation stage of the service lifecycle?
a. To decide how IT will engage with suppliers during the service lifecycleb. To proactively prevent all outages to IT servicesc. To design and build processes that will meet business needsd. To deliver and manage IT services at agreed levels to business users and customers
17. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
a. To ensure that a service can be managed and operated in accordance with constraints specified during designb. To design and develop capabilities for service managementc. To provide good-quality knowledge and information about servicesd. To plan the resources required to manage a release
18. Which one of the following statements is CORRECT?
a. The configuration management system is part of the known error databaseb. The service knowledge management system is part of the configuration management systemc. The configuration management system is part of the service knowledge management systemd. The configuration management system is part of the configuration management database
19. Which one of the following includes four stages called Plan, Do, Check and Act?
a. The Deming cycleb. The continual service improvement approachc. The seven-step improvement processd. The service lifecycle
20. Which one of the following statements BEST describes a definitive media library (DML)?
a. A secure location where definitive hardware spares are heldb. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protectedc. A database that contains definitions of all media CIsd. A secure library where definitive authorized versions of all software and back-ups are stored and protected
21. Which one of the following is an objective of release and deployment management?
a. To standardize methods and procedures used for efficient and prompt handling of all changesb. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)c. To ensure that the overall business risk of change is optimizedd. To define and agree release and deployment plans with customers and stakeholders
22. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
a. Service asset and configuration managementb. Event managementc. Service catalogue managementd. Problem management
23. Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operations
a. 1 and 2 onlyb. 2 and 3 onlyc. 1 and 3 onlyd. All of the above
24. Which one of the following is NOT part of the service design stage of the service lifecycle?
a. Designing and maintaining all necessary service transition packagesb. Producing quality, secure and resilient designs for new or improved servicesc. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are producedd. Measuring the effectiveness and efficiency of service design and the supporting processes
25. Which one of the following is the BEST definition of the term "service management"?
a. A set of specialized organizational capabilities for providing value to customers in the form of servicesb. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
c. The management of functions within an organization to perform certain activitiesd. Units of organizations with roles to perform certain activities
26. Which one of the following are the two primary elements that create value for customers?
a. Value on investment (VOI) and return on investment (ROI)b. Customer and user satisfactionc. Service requirements and warrantyd. Resources and capabilities
27. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
a. Service design: Design the processesb. Service strategy: Develop the offeringsc. Service transition: Plan and prepare for deploymentd. Service operation: IT operations management
28. Which one of the following is the BEST description of a service level agreement (SLA)?
a. The part of a contract that specifies the responsibilities of each partyb. An agreement between the service provider and an internal organizationc. An agreement between a service provider and an external supplierd. An agreement between the service provider and their customer
29. What is the name of the group that should review changes that must be implemented faster than the normal change process?
a. Technical managementb. Emergency change advisory boardc. Urgent change boardd. Urgent change authority
30. In terms of adding value to the business, which one of the following describes service operation's contribution?
a. The cost of the service is designed, predicted and validatedb. Measures for optimization are identifiedc. Service value is modelledd. Service value is visible to customers
31. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
a. Service designb. Service transitionc. Continual service improvement
d. Service operation
32. Which one of the following is the BEST description of a service request?
a. A request from a user for information, advice or for a standard changeb. Anything that the customer wants and is prepared to pay forc. Any request or demand that is entered by a user via a self-help web-based interfaced. Any request for change (RFC) that is low-risk and which can be approved by the change manager without change advisory board (CAB) meeting
33. Consider the following list:
1. Change authority2. Change manager3. Change advisory board (CAB)Which one of the following is the BEST description of the items above?
a. Job descriptionsb. Functionsc. Teamsd. Roles, people or groups
34. Which areas of service management can benefit from automation?
1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoring
a. 1, 2 and 3 onlyb. 1, 3 and 4 onlyc. 2, 3 and 4 onlyd. All of the above
35. Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)4. Risk assessment
a. 1, 2 and 4 onlyb. 1, 2 and 3 onlyc. 2, 3 and 4 onlyd. 1, 3 and 4 only
36. Which process is responsible for providing the rights to use an IT service?
a. Incident managementb. Access managementc. Change managementd. Request fulfilment
37. Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room2. Applications3. Power and cooling equipment4. Recovery sites
a. 1, 2 and 3 onlyb. All of the abovec. 1, 3 and 4 onlyd. 1 and 3 only
38. Which one of the following is the BEST description of a relationship in service asset and configuration management?
a. Describes the topography of the hardwareb. Describes how the configuration items (CIs) work together to deliver the servicesc. Defines which software should be installed on a particular piece of hardwared. Defines how version numbers should be used in a release
39. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
a. A service optionb. A service transition package (STP)c. A service design package (SDP)d. A service charter
40. Which one of the following is the BEST definition of reliability?
a. The availability of a service or componentb. The level of risk that affects a service or processc. How long a service or configuration item (CI) can perform its function without failingd. How quickly a service or component can be restored to normal working order
1. Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)2. Recording relationships between CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of software to support service asset and configuration management
a. 1, 2 and 3 onlyb. All of the abovec. 1, 2 and 4 onlyd. 3 and 4 only
2. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
a. To decide how IT will engage with suppliers during the service lifecycleb. To proactively prevent all outages to IT servicesc. To design and build processes which will meet business needsd. To deliver and manage IT services at agreed levels to business users and customers
3. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is2. Ensuring a working relationship between the customer and service provider3. Defining how value is created
a. 1 onlyb. 2 onlyc. 3 onlyd. All of the above
4. Which process is responsible for ensuring that appropriate testing takes place?
a. Knowledge managementb. Release and deployment managementc. Service asset and configuration managementd. Service level management
5. Which one of the following would NOT involve event management?
a. Intrusion detectionb. Recording and monitoring environmental conditions in the data centre
c. Recording service desk staff absenced. Monitoring the status of configuration items
6. Which one of the following activities would be performed by access management?
a. Providing physical security for staff at data centres and other buildingsb. Managing access to computer rooms and other secure locationsc. Managing access to the service deskd. Managing the rights to use a service or group of services
7. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
a. Event management, incident management, problem management, request fulfilment, and access managementb. Event management, incident management, change management, and access managementc. Incident management, problem management, service desk, request fulfilment, and event managementd. Incident management, service desk, request fulfilment, access management, and event management
8. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
a. Service strategyb. Service designc. Service transitiond. Service operation
9. Which one of the following is an objective of service transition?
a. To negotiate service levels for new servicesb. To ensure that service changes create the expected business valuec. To minimize the impact of service outages on day-to-day business activitiesd. To plan and manage entries in the service catalogue
10. Which one of the following generates demand for services?
a. Infrastructure trendsb. Patterns of business activity (PBA)c. Cost of providing supportd. Service level agreements (SLA)
11. When can a known error record be raised?
1. At any time it would be useful to do so2. After a workaround has been found
a. 2 onlyb. 1 onlyc. Neither of the aboved. Both of the above
12. Which one of the following would NOT be defined as part of every process?
a. Rolesb. Inputs and outputsc. Functionsd. Metrics
13. Which processes are responsible for the regular review of underpinning contracts?
a. Supplier management and service level managementb. Supplier management and change managementc. Availability management and service level managementd. Supplier management and availability management
14. What do customer perceptions and business outcomes help to define?
a. The value of a serviceb. Governancec. Total cost of ownership (TCO)d. Key performance indicators (KPIs)
15. Which one of the following do technology metrics measure?
a. Componentsb. Processesc. The end-to-end serviced. Customer satisfaction
16. Which one of the following is NOT an aim of the change management process?
a. To ensure the impact of changes are understoodb. To ensure that changes are recorded and evaluatedc. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)d. To deliver and manage IT services at agreed levels to business users
17. Which one of the following is the BEST definition of an event?
a. Any change of state that has significance for the management of a configuration item (CI) or IT serviceb. An unplanned interruption to an IT service or a reduction in the quality of an IT servicec. The unknown cause of one or more incidents that have an impact on an IT serviced. Reducing or eliminating the cause of an incident or problem
18. Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
a. Service level managementb. Change managementc. Incident managementd. Service asset and configuration management19. What is the BEST description of an operational level agreement (OLA)?
a. An agreement between the service provider and another part of the same organizationb. An agreement between the service provider and an external organizationc. A document that describes to a customer how services will be operated on a day-to-day basisd. A document that describes business services to operational staff
20. In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors2. Integrating ITIL with other operating models
a. Both of the aboveb. Neither of the abovec. Option 1 onlyd. Option 2 only
21. Which one of the following functions would be responsible for the management of a data centre?
a. Technical managementb. Service deskc. Application managementd. Facilities management
22. Which process is responsible for the availability, confidentiality and integrity of data?
a. Service catalogue managementb. Service asset and configuration managementc. Change managementd. Information security management
23. Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties
a. 1 and 2 onlyb. 1 and 3 onlyc. 2 and 3 onlyd. All of the above
24. Which one of the following is the CORRECT set of steps for the continual service improvement approach?
a. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveb. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?c. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutiond. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
25. Which one of the following is the BEST description of a major incident?
a. An incident which is so complex that it requires root cause analysis before a workaround can be foundb. An incident which requires a large number of people to resolvec. An incident logged by a senior managerd. An incident which has a high priority or a high impact on the business
26. Which process is responsible for sourcing and delivering components of requested standard services?
a. Request fulfillmentb. Service portfolio managementc. Service deskd. IT finance
27. Which one of the following activities is NOT part of the Deming Cycle?
a. Actb. Planc. Dod. Co-ordinate
28. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability2. Designing availability into a proposed solution
a. None of the aboveb. Both of the abovec. 1 onlyd. 2 only
29. Which one of the following is NOT a characteristic of a process?
a. It is measurableb. It delivers specific resultsc. It responds to specific eventsd. It structures an organization
30. Which one of the following activities does application management perform?
a. Defining where the vendor of an application should be locatedb. Ensuring that the required functionality is available to achieve the required business outcomec. Deciding who the vendor of the storage devices will bed. Agreeing the service levels for the service supported by the application
31. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
a. People, process, partners, performanceb. Performance, process, products, plansc. People, process, products, partnersd. People, products, plans, partners
32. Which of the following would be examined by a major problem review?
1. Things that were done correctly2. Things that were done incorrectly3. How to prevent recurrence4. What could be done better in the future
a. 1 onlyb. 2 and 3 onlyc. 1, 2 and 4 onlyd. All of the above
33. Which one of the following is NOT a valid purpose or objective of problem management?
a. To prevent problems and resultant incidentsb. To manage problems throughout their lifecyclec. To restore service to a userd. To eliminate recurring incidents
34. Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changes
a. All of the aboveb. 1, 2 and 3 onlyc. 2 and 4 onlyd. 3 and 4 only
35. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
a. RACI modelb. Incident modelc. Continual service improvement (CSI) approachd. The Deming Cycle
36. Which statement about the emergency change advisory board (ECAB) is CORRECT?
a. The ECAB considers every high priority request for changeb. Amongst the duties of the ECAB is the review of completed emergency changesc. The ECAB will be used for emergency changes where there may not be time to call a full CABd. The ECAB will be chaired by the IT director
37. The "multi-level SLA" is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
a. Customer levelb. Service levelc. Corporate leveld. Configuration level
38. Which one of the following is the BEST description of a service-based service level agreement (SLA)?
a. An agreement with an individual customer group, covering all the services that they useb. An agreement that covers one service for a single customerc. An agreement that covers service specific issues in a multi-level SLA structured. An agreement that covers one service for all customers of that service
39. Who is responsible for defining metrics for change management?
a. The change management process ownerb. The change advisory board (CAB)c. The service ownerd. The continual service improvement manager
40. Which one of the following statements about incident reporting and logging is CORRECT?
a. Incidents can only be reported by usersb. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servicec. All calls to the service desk must be logged as incidentsd. Incidents reported by technical staff must also be logged as problems