EX0-101 TIL Foundation v.3QUESTION 1Which of the following do Service Metrics measure?A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availabilityAnswer: CQUESTION 2Which of the following BEST describes 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 can be approved by the Change Manager without a Change Advisory Board (CAB) meetingAnswer: AQUESTION 3Which of the following does the Availability Management process include?1 Ensuring services are able to meet availability targets2 Monitoring and reporting actual availability3 Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 onlyAnswer: BQUESTION 4What are Request Models used for?A. Assessing changes to understand their potential impactB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote2D. Defining how common types of service requests should be processedExplanation/Reference:QUESTION 5Which of the following is NOT the responsibility of Service Catalogue Management?A. Ensuring that information in the Service Catalogue is accurateB. Ensuring that information within the Service Pipeline is accurateC. 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 CatalogueAnswer: BQUESTION 6Which statement should NOT be part of the value proposition for Service Design?A. Reduced Total Cost of OwnershipB. Improved quality of serviceC. Improved Service alignment with business goals

D. Better balance of technical skills to support live servicesAnswer: DQUESTION 7Which of the following is NOT an objective of the Operations Management function?A. Swift application of skills to diagnose any IT Operations failures that occurB. Delivering improvements to achieve reduced costsC. First line Incident investigation and diagnosis logged by usersD. Maintenance of status quo to achieve stability of day to day processes and activitiesAnswer: CQUESTION 8What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?A. The Change Authorisation BoardB. The Change Advisory BoardC. The Change Implementer3D. The Change ManagerAnswer: BExplanation/Reference:QUESTION 9Which 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 purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 10"Service Management is a set of specialized organizational capabilities for providing value tocustomers in the form of services".These specialized organizational capabilities include which of the following?A. Applications and InfrastructureB. Functions and ProcessesC. Service Pipeline and Service CatalogueD. Markets and CustomersAnswer: BQUESTION 11Which of the following is NOT a characteristic of a process?A. Is measurableB. Delivers specific resultsC. Responds to specific eventsD. Structures an organizationAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1 It delivers its primary results to a customer or stakeholder2 It defines activities that are executed by a single function4

A. Both of the aboveB. 1 onlyC. Neither of the aboveAnswer: BExplanation/Reference:QUESTION 13What are the publications that provide guidance specific to industry sectors and organization types known as?A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment ManagementD. To plan and manage the capacity and resource requirements to manage a releaseAnswer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A. To decide how IT will engage with suppliers during the Service Management 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 customersAnswer: DQUESTION 16When can a Known Error record be raised?1 At any time it would be useful to do so52 After the permanent solution has been implementedA. 2 onlyC. Neither of the aboveD. Both of the aboveAnswer: BExplanation/Reference:QUESTION 17What 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 staffAnswer: AQUESTION 18Which of the following is the CORRECT definition of a Release Unit?A. A measurement of costB. A function described within Service Transition

C. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released togetherAnswer: DQUESTION 19The BEST description of an Incident is:A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or notAnswer: BQUESTION 20Which of the following BEST describes a Problem?6A. An issue reported by a userB. The cause of two or more incidentsC. A serious incident which has a critical impact to the businessD. The cause of one or more incidentsAnswer: DExplanation/Reference:QUESTION 21Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:A. People, Process, Partners, SuppliersB. People, Process, Products, TechnologyC. People, Process, Products, PartnersD. People, Products, Technology, PartnersAnswer: CQUESTION 22What would be the next step in the Continual Service Improvement (CSI) Model after:1 What is the vision?2 Where are we now?3 Where do we want to be?4 How do we get there?5 Did we get there?6 ?A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?Answer: CQUESTION 23Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model.1 Allocate roles and responsibilities to work on CSI initiatives72 Measure and review that the CSI plan is executed and its objectives are being achieved3 Identify the scope, objectives and requirements for CSI

4 Decision on implementation of further enhancementsA. 3-1-2-4B. 3-4-2-1C. 1-3-2-4D. 2-3-4-1Answer: AExplanation/Reference:QUESTION 24Which of the following activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?A. Implementing service and process improvementsB. Reviewing measurable improvementsC. Creating a baselineD. Defining measurable targetsAnswer: DQUESTION 25What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DQUESTION 26Understanding customer usage of services and how this varies over time is part of which process?A. Service Portfolio ManagementB. Service Level ManagementC. Component Capacity ManagementD. Demand Management8Answer: DExplanation/Reference:QUESTION 27Which of the following is the Goal 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 servicesAnswer: DQUESTION 28Which processes review Underpinning Contracts on a regular basis?A. Supplier Management and Service Level ManagementB. Supplier Management and Demand ManagementC. Demand Management and Service Level ManagementD. Supplier Management, Demand Management and Service Level ManagementAnswer: AQUESTION 29Which of the following statements about the Service Portfolio and Service Catalogue is the MOST

CORRECT?A. The Service Catalogue only has information about services that are live, or being prepared fordeployment; the Service Portfolio only has information about services which are being considered for future developmentB. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deploymentD. Service Catalogue and Service Portfolio are different names for the same thingAnswer: CQUESTION 30Which process or function is responsible for monitoring activities and events in the IT Infrastructure?A. Service Level Management9B. IT Operations ManagementC. Capacity ManagementD. Incident ManagementAnswer: BExplanation/Reference:QUESTION 31Consider the following list:1 Change Authority2 Change Manager3 Change Advisory Board (CAB)What are these BEST described as?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsAnswer: DQUESTION 32Service Transition contains detailed descriptions of which processes?A. Change Management, Service Asset and Configuration Management, Release and Deployment ManagementB. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset and Configuration ManagementD. Service Asset and Configuration Management, Release and Deployment Management, Request FulfilmentAnswer: AQUESTION 33Which 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 System 10D. The Configuration Management System is part of the Configuration Management Database Answer: CExplanation/Reference:QUESTION 34

Which of the following are included within Release and Deployment Models?1 Roles and responsibilities2 Template release and deployment schedules3 Supporting systems, tools and procedures4 Handover activities and responsibilitiesA. 1, 2 and 3 onlyB. 2, 3 and 4 onlyC. All of the aboveD. 1 and 4 onlyAnswer: CQUESTION 35Major Incidents require:A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AQUESTION 36Which of the following statements about Incident reporting and logging is CORRECT?A. Incidents can only be reported by users, since they are the only people who know when a service has been disruptedB. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staffC. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activityD. Incidents reported by technical staff must be logged as Problems because technical staff manageinfrastructure devices not servicesAnswer: BExplanation/Reference:11QUESTION 37What is the BEST description of a Major Incident?A. An Incident that 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 high impact on the businessAnswer: DQUESTION 38Which of the following statements correctly states the relationship between urgency, priority andimpact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DQUESTION 39Hierarchic escalation is best described as?A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD. Failing to meet the Incident resolution times specified in a Service Level AgreementAnswer: AQUESTION 40Which 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 possibleAnswer: DExplanation/Reference:12QUESTION 41Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service ImprovementAnswer: CQUESTION 42Which 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 IncidentsAnswer: CQUESTION 43Which of the following are Service Desk organizational structures?1 Local Service Desk2 Virtual Service Desk3 IT Help Desk4 Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyAnswer: AQUESTION 44Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities Management13D. Facilities Management and Release ManagementAnswer: CExplanation/Reference:QUESTION 45

Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataAnswer: CQUESTION 46Which of the following areas would technology help to support during the Service Lifecycle?1 Data mining and workflow2 Measurement and reporting3 Release and deployment4 Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: DQUESTION 47Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitionsAnswer: BQUESTION 48What are the three Service Provider business models?A. Internal Service provider, Outsourced 3rd party and Off-shore party 14B. Internal Service Operations provider, External Service Operations provider, Shared Service UnitC. Internal Service provider, External Service provider, Outsourced 3rd PartyD. Internal Service provider, External Service provider, Shared Service ProviderAnswer: DExplanation/Reference:QUESTION 49What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user servicesAnswer: AQUESTION 50What are the processes within Service Operation?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 Answer: A

QUESTION 51Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products andPartners"?A. Suppliers, manufacturers and vendorsB. CustomersC. Internal departmentsD. The Facilities Management functionAnswer: AExplanation/Reference:15QUESTION 52At which stage of the Service Lifecycle should the processes needed to operate a new service bedefined?A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations ManagementAnswer: AQUESTION 53Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity ManagementAnswer: DQUESTION 54Which of the following are objectives of Service Level Management?1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: AQUESTION 55Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship Management16C. Service Level ManagementD. Availability ManagementAnswer: CExplanation/Reference:QUESTION 56Availability Management is directly responsible for the availability of which of the following?

A. IT Services and ComponentsB. IT Services and Business ProcessesC. Components and Business ProcessesD. IT Services, Components and Business ProcessesAnswer: AQUESTION 57What is Reliability a measure of?A. The availability of a service or componentB. The level of risk that affects a service or processC. How long a service or component can perform its function without failingD. How quickly a service or component can be restored to normal working Answer: CQUESTION 58Which process is responsible for managing relationships with vendors?A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service ImprovementAnswer: CQUESTION 59Which process contains the Business, Service and Component sub-processes?A. Capacity ManagementB. Incident ManagementC. Service Level ManagementD. Financial Management17Answer: AExplanation/Reference:QUESTION 60IT Service Continuity strategy should be based on:1 Design of the service metrics2 Business continuity strategy3 Business Impact Analysis4 Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CQUESTION 61Which of these should a change model include?1 The steps that should be taken to handle the change2 Responsibilities; who should do what, including escalation3 Timescales and thresholds for completion of the actions4 Complaints proceduresA. 1, 2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 4 only

Answer: AQUESTION 62Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type of change.D. The Change Manager who provides formal authorisation for each changeAnswer: CExplanation/Reference:18QUESTION 63What is the name of the group that should review Changes that must be implemented faster than thenormal Change process?A. Technical Management (TM)B. Emergency Change Advisory Board (ECAB)C. Urgent Change Board (UCB)D. Urgent Change Authority (UCA)Answer: BQUESTION 64Which of the following statements BEST describes the aims of Release and DeploymentManagement?A. To build, test and deliver the capability to provide the services specified by Service DesignB. To ensure that each Release package specified by Service Design consists of a set of related assets and service componentsC. To ensure that all changes can be tracked, tested and verified if appropriateD. To record and manage deviations, risks and issues related to the new or changed service Answer: AQUESTION 65Which of these activities would commonly be performed by a Service Desk?1 Logging details of incidents and service requests2 Providing first-line investigation and diagnosis3 Restoring service4 Diagnosing the root cause of problemsA. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 onlyAnswer: BQUESTION 66Which of the following functions would be responsible for management of a data centre?19A. Technical ManagementB. Service DeskC. Applications ManagementD. Facilities ManagementAnswer: DExplanation/Reference:QUESTION 67What is IT Governance concerned with?

A. Measuring and improving the efficiency and effectiveness of IT processesB. Ensuring that IT processes support the organization's strategies and objectivesC. Reducing the total cost of providing services to the businessD. Ensuring that targets documented in Service Level Agreements (SLAs) are metAnswer: BQUESTION 68Which of the following is the BEST definition of a Risk?A. Something that will not happenB. Something that will happenC. Something that has happenedD. Something that might happenAnswer: DQUESTION 69The information that is passed to Service Transition to enable the implementation of a new service is called what?A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service PackageAnswer: CQUESTION 70Which process or function is responsible for the Definitive Media Library and Definitive Spares?A. Facilities Management20B. Access ManagementC. Request FulfilmentD. Service Asset and Configuration ManagementAnswer: DExplanation/Reference:QUESTION 71A single Release unit, or a structured set of Release units can be defined within:A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycleAnswer: BQUESTION 72Which process is responsible for dealing with complaints, comments, and general enquiries from users?A. Service Level ManagementB. Service Portfolio ManagementC. Request FulfilmentD. Demand ManagementAnswer: CQUESTION 73What is the objective of Access Management?A. To provide security staff for Data Centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To manage access to the Service Desk

D. To manage the right to use a service or group of servicesAnswer: DQUESTION 74A configuration model can be used to help1 Assess the impact and cause of incidents and problems2 Assess the impact of proposed changes213 Plan and design new or changed services4 Plan technology refresh and software upgradesA. 1, 2 and 3 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 3 and 4 onlyAnswer: BExplanation/Reference:QUESTION 75Which of these is the BEST description of a release unit?A. The portion of a service or IT infrastructure that is normally released togetherB. The smallest part of a service or IT infrastructure that can be independently changedC. The portion of a service or IT infrastructure that is changed by a particular releaseD. A metric for measuring the effectiveness of the Release and Deployment Management process Answer: AQUESTION 76Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?A. Service Asset and Configuration ManagementB. Event ManagementC. Service Catalogue ManagementD. Performance ManagementAnswer: BQUESTION 77Which of the following can include steps that will help to resolve an Incident?1 Incident Model2 Known Error RecordA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the above22Answer: CExplanation/Reference:QUESTION 78Which process is responsible for low risk, frequently occurring, low cost changes?A. Demand ManagementB. Incident ManagementC. Release and Deployment ManagementD. Request FulfilmentAnswer: D

QUESTION 79Who is responsible for defining Key Performance Indicators (KPIs) for the Change Management process?A. The Change Management process ownerB. The Change Advisory Board (CAB)C. The Service OwnerD. The Continual Service Improvement ManagerAnswer: AQUESTION 80Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?A. The IT DirectorB. The Process OwnerC. The Service OwnerD. The CustomerAnswer: BQUESTION 81Access Management is closely related to which other process?A. Capacity Management onlyB. 3rd line supportC. Information Security ManagementD. Change Management23Answer: CExplanation/Reference:QUESTION 82Which of the following is NOT one of the five individual aspects of Service Design?A. The design of the Service Portfolio, including the Service CatalogueB. The design of new or changed servicesC. The design of Market SpacesD. The design of the technology architecturesAnswer: CQUESTION 83Which of the following activities is NOT a part of the Deming Cycle?A. ActB. PlanC. DoD. CoordinateAnswer: DQUESTION 84A Process Owner is responsible for which of the following?1 Documenting the process2 Defining process Key Performance Indicators (KPIs)3 Improving the process4 Performing all activities involved in a processA. 1, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 only

Answer: CQUESTION 85Which of the following statements about the Service Owner is INCORRECT?A. Carries out the day-to-day monitoring and operation of the service they ownB. Contributes to continual improvement affecting the service they own 24C. Is a stakeholder in all of the IT processes which support the service they ownD. Is accountable for a specific service within an organizationAnswer: AExplanation/Reference:QUESTION 86A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?A. Tell others about the progress of an activityB. Perform an activityC. Be kept up to date on the progress of an activityD. Manage an activityAnswer: CQUESTION 87What is a RACI model used for?A. Performance analysisB. Recording Configuration ItemsC. Monitoring servicesD. Defining roles and responsibilitiesAnswer: DQUESTION 88Which of the following models would be MOST useful in helping to define an organizational structure?A. RACI modelB. Service modelC. Continual Service Improvement (CSI) modelD. The Deming CycleAnswer: AQUESTION 89Which process would you MOST expect to be involved in the management of Underpinning Contracts?A. Change ManagementB. Service Catalogue Management25C. Supplier ManagementD. Release and Deployment ManagementAnswer: CExplanation/Reference:QUESTION 90Which of the following are valid parts of the Service Portfolio?1 Service Pipeline2 Service Knowledge Management System (SKMS)3 Service CatalogueA. 1 and 2 onlyB. 3 onlyC. 1 and 3 only

D. All of the aboveAnswer: CQUESTION 91Which 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 managerAnswer: CQUESTION 92What should a service always deliver to customers?A. ApplicationsB. InfrastructureC. ValueD. ResourcesAnswer: CQUESTION 93Who owns the specific costs and risks associated with providing a service?26A. The Service ProviderB. The Service Level ManagerC. The CustomerD. The Finance departmentAnswer: AExplanation/Reference:QUESTION 94Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?A. Service DesignB. Service TransitionC. Service StrategyD. Service OperationAnswer: CQUESTION 95Which of the following is MOST concerned with the design of new or changed services?C. Service StrategyD. Service DesignAnswer: DQUESTION 96Which of the following are benefits to the business of implementing Service Transition?1 Ability to adapt quickly to new requirements2 Reduced cost to design new services3 Improved success in implementing changesA. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. None of the aboveAnswer: C

Explanation/Reference:27QUESTION 97Which of the following is concerned with fairness and transparency?A. Capacity ManagementB. GovernanceC. Service DesignD. Service Level ManagementAnswer: BQUESTION 98Which of the following is a responsibility of Supplier Management?A. Development, negotiation and agreement of Service Level Agreements (SLAs)B. Development, negotiation and agreement of contractsC. Development, negotiation and agreement of the Service PortfolioD. Development, negotiation and agreement of Operational Level Agreements (OLAs)Answer: BQUESTION 99Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?C. An agreement that covers service specific issues in a multi-level SLA structureD. An agreement that covers one service for all customers of that serviceAnswer: DQUESTION 100Which of the following would commonly be in a contract underpinning an IT service?1 Marketing information2 Contract description and scope3 Responsibilities and dependenciesA. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. None of the aboveAnswer: CExplanation/Reference:28QUESTION 101In which of the following should details of a workaround be documented?A. The Service Level Agreement (SLA)B. The problem recordC. The Availability Management Information SystemD. The IT service continuity planAnswer: BQUESTION 102Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumentedB. Public frameworks are always cheaper to adoptC. Public frameworks are prescriptive and tell you exactly what to doD. Proprietary knowledge has been tested in a wide range of environmentsAnswer: AQUESTION 103

Which of the following statements about processes is INCORRECT?C. They deliver specific resultsD. They respond to specific eventsAnswer: AQUESTION 104Which of the following are objectives of Service Design?1 Design services to satisfy business objectives2 Identify and manage risk3 Design effective and efficient processes4 Design a secure and resilient IT infrastructureA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 only29D. All of the aboveAnswer: DExplanation/Reference:QUESTION 105Which phase of the ITIL lifecycle provides the following benefit:'The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development'?A. Service DesignB. Service StrategyC. Service OperationD. Continual Service ImprovementAnswer: AQUESTION 106Which statement about Service Level Agreements (SLAs) is CORRECT?A. They must contain legal wording because of their importanceB. There should always be a separate SLA for each specific customerC. The wording must be clear and concise to allow no room for ambiguityD. Changes to the SLA can only be requested by the customerAnswer: CQUESTION 107The addition, modification or removal of an authorized, planned or supported service or servicecomponent and its associated documentation is a definition of what?A. A Service ChangeB. A Change ModelC. A Pre-approved ChangeD. A Change Advisory BoardAnswer: AQUESTION 108A known error has been created after diagnosis of a problem was complete but before a workaroundhas been found. Is this a valid approach?A. Yes: for ease of management, a known error record can be created at any time it is prudent to do so 30B. No: a known error record must only be created after a workaround has been foundC. No: a known error record is created when the original incident is raised

D. No: a known error record should be created with the next release of the serviceAnswer: AExplanation/Reference:QUESTION 109Which types of communication would the functions within Service Operation use?1 Communication between Data Centre shifts2 Communication related to changes3 Performance reporting4 Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 110Which of the following statements about communication within Service Operation are CORRECT?1 All communication must have an intended purpose or resultant action2 Communication should not take place without a clear audienceA. 1 onlyB. 2 onlyC. Both of the aboveD. None of the aboveAnswer: CQUESTION 111Which of the following BEST describes the goal of Access Management?A. To provide a channel for users to request and receive standard servicesB. Provides the rights for users to be able to use a service or group of servicesC. To prevent Problems and resulting Incidents from happeningD. To detect security events and make sense of them31Answer: BExplanation/Reference:QUESTION 112Which of the following is the BEST description of a centralised Service Desk?A. The desk is co-located within or physically close to the user community it servesB. The desk uses technology and other support tools to give the impression that multiple desk locations are in one placeC. The desk provides 24 hour global supportD. There is a single desk in one location serving the whole organizationAnswer: DQUESTION 113Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list ofthese 'Four Ps'?A. People, Products, Partners, ProfitB. People, Process, Products, PartnersC. Potential, Preparation, Performance, ProfitD. People, Potential, Products, PerformanceAnswer: B

QUESTION 114Which of the following should be considered when designing measurement systems, methods and metrics?1 The services2 The architectures3 The configuration items4 The processesA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2,3 and 4 onlyD. All of the aboveAnswer: DExplanation/Reference:32QUESTION 115Match the following activities with the Deming Cycle stages1 Monitor, Measure and Review2 Continual Improvement3 Implement Initiatives4 Plan for ImprovementA. 1 Plan, 2 Do, 3 Check, 4 ActB. 3 Plan, 2 Do, 4 Check, 1 ActC. 4 Plan, 3 Do, 1 Check, 2 ActD. 2 Plan, 3 Do, 4 Check, 1 ActAnswer: CQUESTION 116Which stage of the Continual Service Improvement (CSI) model is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?A. Where are we now?B. Where do we want to be?C. How do we get there?D. Did we get there?Answer: BQUESTION 117Which of the following are objectives of Supplier Management?1 Negotiating and agreeing Contracts2 Updating the Supplier and Contract database3 Planning for possible closure, renewal or extension of contracts4 Managing relationships with internal suppliersA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. None of the aboveAnswer: AExplanation/Reference:33QUESTION 118

Which is the BEST definition of a Configuration Item (CI)?A. An item of hardware or software registered in the asset databaseB. A collection of information used to describe a hardware or software itemC. An asset, service component or other item that is, or will be, under the control of ConfigurationManagementD. Information recorded by the Service Desk when an Incident is reportedAnswer: CQUESTION 119Which 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 overall business risk of change is optimizedD. To define and agree release and deployment plans with customers and stakeholdersAnswer: DQUESTION 120Which of the following should be available to the Service Desk?1 Known Error Data2 Change Schedules3 Service Knowledge Management System4 Diagnostic scripts and toolsA. 1, 2 and 3 onlyB. 1, 2 and 4 onlyC. 2, 3 and 4 onlyD. All of the aboveAnswer: DQUESTION 121How many people should be accountable for a process as defined in the RACI model? A. As many as necessary to complete the activity34B. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BExplanation/Reference:QUESTION 122Which areas of Service Management can benefit from automation?1 Design and Modelling2 Reporting3 Pattern Recognition and Analysis4 Detection and MonitoringA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the aboveAnswer: DQUESTION 123Which of the following do Technology metrics measure?

A. ComponentsB. ProcessesC. The end to end serviceD. Customer satisfactionAnswer: AQUESTION 124Remediation planning is BEST described in which of the following ways?A. Planning how to recover the cost of a changeB. Planning the steps required to be taken if a Change is unsuccessfulC. Planning how to compensate a user for a failed changeD. Planning how to advise the change requestor of a failed changeAnswer: BExplanation/Reference:35QUESTION 125Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?A. Service level requestsB. Changes and ReleasesC. Password resetsD. Incidents and ProblemsAnswer: BQUESTION 126Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?A. Continual Service ImprovementB. Service TransitionC. Service DesignD. Service OperationAnswer: DQUESTION 127Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?A. Service OperationB. Capacity ManagementC. Service DesignD. Availability ManagementAnswer: AQUESTION 128In terms of adding value to the business, which 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 modeledD. Service value is actually seen by customers36Answer: DExplanation/Reference:

QUESTION 129Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?A. Service OperationB. Service TransitionC. Continual Service ImprovementD. Service StrategyAnswer: CQUESTION 130Which of the following Availability Management activities are considered to be proactive as opposed to reactive?1 Risk assessment2 Testing of resilience mechanismsA. None of the aboveB. Both of the aboveC. 1 onlyD. 2 onlyAnswer: BCustomer perceptions and business outcomes help to define what?A. The value of a serviceB. Customer satisfactionC. Total cost of ownershipD. Key performance indicatorsAnswer: AQUESTION 132Which of these recommendations is good practice for Service Level Management?1 Include legal terminology in Service Level Agreements (SLAs)2 It is NOT necessary to be able to measure all the targets in an SLA37A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: DExplanation/Reference:QUESTION 133Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?A. The SLA covers one service, for all the customers of that serviceB. The SLA covers an individual customer group for all services they useC. An SLA that covers all customers for all servicesD. An SLA for a service with no customersAnswer: AQUESTION 134Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?A. Technology, Customer, UserB. Corporate, Customer, ServiceC. Corporate, Customer, TechnologyD. Service, User, IT

Answer: BIn which document would you expect to see an overview of actual service achievements against targets?A. Operational Level Agreement (OLA)B. Capacity PlanC. Service Level Agreement (SLA)D. SLA Monitoring Chart (SLAM)Answer: DQUESTION 136Which stage of the Change Management process deals with what should be done if the change is unsuccessful?38A. Remediation PlanningB. CategorizationC. PrioritizationD. Review and CloseAnswer: AExplanation/Reference:QUESTION 137Which 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 DirectorAnswer: CQUESTION 138What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?A. Configuration BaselineB. Project BaselineC. Change BaselineD. Asset BaselineAnswer: AQUESTION 139Which of the following statements about Service Asset and Configuration Management is/are CORRECT?1 A Configuration Item (CI) can exist as part of any number of other CIs at the same time2 Choosing which CIs to record will depend on the level of control an organization wishes to exertA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: CExplanation/Reference:39QUESTION 140Which 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 services

C. Defines which software should be installed on a particular piece of hardwareD. Defines how version numbers should be used in a releaseAnswer: BQUESTION 141Where should the definitive authorized versions of all media Configuration Items(CIs) be stored and protected?A. Definitive Media LibraryB. Definitive Software StoreC. Service Knowledge Management SystemD. Software Secure LibraryAnswer: AQUESTION 142Where would you expect incident resolution targets to be documented?A. A Service Level Agreement(SLA)B. A Request for Change(RFC)C. The Service PortfolioD. A Service DescriptionAnswer: AQUESTION 143Which of the following should be documented in an Incident Model?1 Details of the Service Level Agreement (SLA) pertaining to the incident2 Chronological order of steps to resolve the incidentA. 1 onlyB. 2 onlyC. Both of the above40D. Neither of the aboveAnswer: BExplanation/Reference:QUESTION 144Which of the following would a Major Problem Review examine?1 Things that were done correctly2 Those things that were done incorrectly3 How to prevent recurrence4 What could be done better in the futureA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DQUESTION 145Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?A. CategorizationB. DiagnosisC. Prioritization本文档下载自文档之家，www.doczj.com-免费文档分享平台，众多试卷、习题答案、公务员考试、英

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