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Question 1

Single choice

Which of the following is an example of self-help capabilities?

A
Menu-driven range of facilities used to access service requests
B
Calls to the service desk to register standard changes
C
A software update downloaded automatically to all laptops in an organization
D
Software to allow programmers to debug code

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Correct answerA

Question 2

Single choice

Which 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 service
B
The SLA covers an individual customer group for all services they use
C
An SLA that covers all customers for all services
D
An SLA for a service with no customers

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Correct answerA

Question 3

Single choice

Which one of the following is an objective of service transition?

A
To negotiate service levels for new services
B
To ensure that service changes create the expected business value
C
To minimize the impact of service outages on day-to-day business activities
D
To plan and manage entries in the service catalogue

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Correct answerB

Question 4

Single choice

What guidance does ITIL give on the frequency of production of service reporting?

A
Service reporting intervals must be defined and agreed with the customers
B
Reporting intervals should be set by the service provider
C
Reports should be produced weekly
D
Service reporting intervals must be the same for all services

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Correct answerA

Question 5

Single choice

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A
A capacity database
B
A definitive media library
C
A request for change
D
A known error database

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Correct answerD

Question 6

Single choice

Which of the following defines the level of protection in Information Security Management?

A
The IT Executive
B
The ISO27001 Standard
C
The Business
D
The Service Level Manager

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Correct answerC

Question 7

Single choice

Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary

2. Check that the user is satisfied with the outcome

A
1 only
B
Both of the above
C
2 only
D
Neither of the above

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Correct answerB

Question 8

Single choice

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

A
All of the above
B
1, 2 and 3 only
C
2 and 4 only
D
3 and 4 only

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Correct answerB

Question 9

Single choice

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

A
All of the above
B
1 and 3 only
C
1 and 2 only
D
2 and 3 only

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Correct answerA

Question 10

Single choice

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A
Outcome
B
Incident
C
Change
D
Problem

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Correct answerA

Question 11

Single choice

Which role is accountable for a specific service within an organization?

A
The Service Level Manager
B
The Business Relationship Manager
C
The Service Owner
D
The Service Continuity Manager

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Correct answerC

Question 12

Single choice

Which one of the following includes four stages called Plan, Do, Check and Act?

A
The Deming Cycle
B
The continual service improvement approach
C
The seven-step improvement process
D
The service lifecycle

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Correct answerA

Question 13

Single choice

Which of the following is an example of capabilities?

A
Menu driven range of facilities used to access service requests
B
Calls to the service desk to register standard changes
C
A software update downloaded automatically to all laptops in an organization
D
Software to allow programmers to debug code

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Correct answerB

Question 14

Single choice

Which 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 services
B
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 activities
D
Units of organizations with roles to perform certain activities

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Correct answerA

Question 15

Single choice

Which is the correct definition of a customer facing service?

A
One which directly supports the business processes of customers
B
A service that cannot be allowed to fail
C
One which is not covered by a service level agreement
D
A service not directly used by the business

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Correct answerA

Question 16

Single choice

Which is the first step in the 7 Step Improvement Process?

A
Prepare for action
B
Define what you should measure
C
Identify gaps in Service Level Agreement (SLA) achievement
D
Where are we now?

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Correct answerB

Question 17

Single choice

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 activity
B
Perform an activity
C
Be kept up-to-date on the progress of an activity
D
Manage an activity

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Correct answerC

Question 18

Single choice

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 services
B
To ensure that sufficient capacity is provided to deliver the agreed performance of services
C
To create and populate a service catalogue
D
To ensure that an agreed level of IT service is provided for all current IT services

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Correct answerD

Question 19

Single choice

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

A
Service strategy
B
Service transition planning and support
C
Service level management
D
Change management

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Correct answerB

Question 20

Single choice

Which of the following statements about processes is INCORRECT?

A
The output from a process has to conform to operational norms derived from business objectives
B
The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
C
The objective of any IT process should be expressed in terms of business benefits and goals
D
A process may define policies, standards and guidelines

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Correct answerB

Question 21

Single choice

Which of the following availability management activities are considered to be proactive as opposed to reactive?

1. Monitoring system availability

2. Designing availability into a proposed solution

A
Neither of the above
B
Both of the above
C
1 only
D
2 only

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Correct answerD

Question 22

Single choice

Which one of the following do technology metrics measure?

A
Components
B
Processes
C
The end-to-end service
D
Customer satisfaction

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Correct answerA

Question 23

Single choice

Which of the following statements correctly states the relationship between urgency, priority and impact?

A
Impact, priority and urgency are independent of each other
B
Urgency should be based on impact and priority
C
Impact should be based on urgency and priority
D
Priority should be based on impact and urgency

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Correct answerD

Question 24

Single choice

What is a service delivered between two business units in the same organization known as?

A
Strategic service
B
Delivered service
C
Internal service
D
External service

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Correct answerC

Question 25

Single choice

Which of the following is NOT a benefit of using public frameworks and standards?

A
Knowledge of public frameworks is more likely to be widely distributed
B
They are always free ensuring they can be implemented quickly
C
They are validated across a wide range of environments making them more robust
D
They make collaboration between organizations easier by giving a common language

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Correct answerB

Question 26

Single choice

The BEST processes to automate are those that are:

A
Carried out by Service Operations
B
Carried out by lots of people
C
Critical to the success of the business mission
D
Simple and well understood

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Correct answerD

Question 27

Single choice

Which of the following is concerned with fairness and transparency?

A
Capacity management
B
Governance
C
Service design
D
Service level management

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Correct answerB

Question 28

Single choice

Which of the following is NOT a responsibility of service transition?

A
To ensure that a service can be managed, operated and supported within constraints specified by design
B
To design and develop capabilities for service management
C
To provide quality knowledge of change and release and deployment management
D
To plan the resource requirements to manage a release

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Correct answerB

Question 29

Single choice

Which of the following CANNOT be provided by a tool?

A
Knowledge
B
Information
C
Wisdom
D
Data

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Correct answerC

Question 30

Single choice

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A
Serviceability
B
Availability
C
Capacity
D
Continuity

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Correct answerB

Question 31

Single choice

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

A
Service Transition
B
Service Design
C
Service Strategy
D
Service Operation

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Correct answerB

Question 32

Single choice

What are customers of IT services who work in the same organization as the service provider known as?

A
Strategic customers
B
External customers
C
Valued customers
D
Internal customers

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Correct answerD

Question 33

Single choice

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

A
Strategic customers
B
External customers
C
Valued customers
D
Internal customers

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Correct answerB

Question 34

Single choice

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?

1. Assessing the impact and cause of Incidents and Problems

2. Assessing the impact of proposed Changes

3. Planning and designing a Change to an existing service

4. Planning a technology refresh or software upgrade

A
1 and 2 only
B
All of the above
C
1, 2 and 4 only
D
1, 3 and 4 only

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Correct answerB

Question 35

Single choice

Service transition contains detailed descriptions of which processes?

A
Change management, service asset and configuration management, release and deployment management
B
Change management, capacity management event management, service request management
C
Service level management, service portfolio management, service asset and configuration management
D
Service asset and configuration management, release and deployment management, request fulfillment

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Correct answerA

Question 36

Single choice

Which of the following is NOT an objective of service transition?

A
To ensure that a service can be operated, managed and supported
B
To provide training and certification in project management
C
To provide quality knowledge and information about services and service assets
D
To plan and manage the capacity and resource requirements to manage a release

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Correct answerB

Question 37

Single choice

What is most likely to cause a loss of faith in the Service Level Management process?

A
Measurements that match the customer's perception of the service
B
Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
C
Inclusion of items in the SLA that cannot be effectively measured
D
Involving customers in drafting Service Level Requirements

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Correct answerC

Question 38

Single choice

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 only
B
2 only
C
3onfy
D
All of the above

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Correct answerD

Question 39

Single choice

What 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)?

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Correct answerC

Question 40

Single choice

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 party
B
An agreement between the service provider and an internal organization
C
An agreement between a service provider and an external supplier
D
An agreement between the service provider and their customer

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Correct answerD

Question 41

Single choice

Which of the following is NOT an objective of the Operations Management function?

A
Swift application of skills to diagnose any IT Operations failures that occur
B
Regular scrutiny and improvements to achieve improved service at reduced costs
C
First line Incident investigation and diagnosis logged by users
D
Maintenance of status quo to achieve stability of day to day processes and activities

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Correct answerC

Question 42

Single choice

What is the definition of an Alert?

A
A type of Incident
B
A warning that a threshold has been reached or that something has changed
C
An error message to the user of an application
D
An audit report that indicates areas where IT is not performing according to agreed procedures

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Correct answerB

Question 43

Single choice

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A
The Service Desk Manager
B
The Service Manager
C
The Request Fulfillment Process Manager
D
The Request Fulfillment Process Owner

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Correct answerD

Question 44

Single choice

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A
Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
B
From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
C
There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
D
It is possible that responsiveness may suffer and customers needs may not be met within business timescales

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Correct answerD

Question 45

Single choice

In many organizations the role of Incident Manager is assigned to the Service Desk.

It is important that the Incident Manager is given the authority to:

A
Only manage Incidents effectively through 1st and 2nd line
B
Only manage Incidents effectively through the 1st line
C
Only manage Incidents effectively at the 3rd line
D
Manage Incidents effectively through 1st, 2nd and 3rd line

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Correct answerD

Question 46

Single choice

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

A
Continual Service Improvement
B
Service Strategy
C
Service Design
D
Service Transition

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Correct answerB

Question 47

Single choice

What are the three service provider business models?

A
Internal service provider, outsourced 3rd party and off-shore party
B
Internal service operations provider, external service operations provider, shared service unit
C
Internal service provider, external service provider, outsourced 3rd party
D
Internal service provider, external service provider, shared service unit

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Correct answerD

Question 48

Single choice

Which of these statements about Service Desk staff is CORRECT?

A
Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them
B
Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
C
The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
D
The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

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Correct answerC

Question 49

Single choice

Effective release and deployment management enables the service provider to add value to the business by?

A
Ensuring that all assets are accounted for
B
Ensures that the fastest servers are purchased
C
Delivering change, faster and at optimum cost and minimized risk
D
Verifying the accuracy of all items in the configuration management database

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Correct answerC

Question 50

Single choice

Which of the following should NOT be a concern of Risk Management?

A
To ensure that the organization can continue to operate in the event of a major disruption or disaster
B
To ensure that the workplace is a safe environment for its employees and customers
C
To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
D
To ensure only the change requests with mitigated risks are approved for implementation

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Correct answerD

Question 51

Single choice

Which of the following activities is NOT a part of the Deming Cycle?

A
Act
B
Plan
C
Do
D
Coordinate

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Correct answerD

Question 52

Single choice

Which of the following is an enabler of best practice?

A
Standards
B
Technology
C
Academic research
D
Internal experience

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Correct answerB

Question 53

Single choice

Which of the following would be defined as part of every process?

1. Roles

2. Activities

3. Functions

4. Responsibilities

A
1 and 3 only
B
All of the above
C
2 and 4 only
D
1, 2 and 4 only

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Correct answerD

Question 54

Single choice

The BEST description of an incident is:

A
An unplanned disruption of service unless there is a backup to that service
B
An unplanned interruption to service or a reduction in the quality of service
C
Any disruption to service whether planned or unplanned
D
Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

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Correct answerB

Question 55

Single choice

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A
Describes the topography of the hardware
B
Describes how the configuration items (CIs) work together to deliver the services
C
Defines which software should be installed on a particular piece of hardware
D
Defines how version numbers should be used in a release

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Correct answerB

Question 56

Single choice

Which process would maintain policies, standards and models for service transition activities and processes?

A
Change management
B
Capacity management
C
Service transition planning and support
D
Release management

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Correct answerC

Question 57

Single choice

Which is the BEST definition of a Configuration Item (CI)?

A
An item of hardware or software registered in the asset database
B
A collection of information used to describe a hardware or software item
C
An asset, service component or other item that is, or will be, under the control of Configuration Management
D
Information recorded by the Service Desk when an Incident is reported

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Correct answerC

Question 58

Single choice

Which of the following is the BEST definition of an Incident?

A
Loss of ability to operate to specification, or to deliver the required output
B
A change of state which has significance for the management of a Configuration Item or IT Service
C
A warning that a threshold has been reached, something has changed, or a failure has occurred
D
An unplanned interruption to an IT service or reduction in the quality of an IT service

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Correct answerD

Question 59

Single choice

Which of these statements about resources and capabilities is CORRECT?

A
Resources are types of service asset and capabilities are not
B
Resources and capabilities are both types of service asset
C
Capabilities are types of service asset and resources are not
D
Neither capabilities nor resources are types of service asset

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Correct answerB

Question 60

Single choice

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

A
Both of the above
B
1 only
C
Neither of the above
D
2 only

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Correct answerB

Question 61

Single choice

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 improvements
B
Reviewing measurements and metrics
C
Creating a baseline
D
Defining measurable targets

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Correct answerD

Question 62

Single choice

One of the five major aspects of Service Design is the design of the service solutions.
It includes?

A
Requirements, resources and capabilities needed and agreed
B
Only requirements needed and agreed
C
Only capabilities needed and agreed
D
Only resources and capabilities needed

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Correct answerA

Question 63

Single choice

Which of the following are managed by facilities management?

1. Hardware within a data centre or computer room

2. Applications

3. Power and cooling equipment

4. Recovery sites

A
1, 2 and 3 only
B
All of the above
C
1, 3 and 4 only
D
1 and 3 only

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Correct answerC

Question 64

Single choice

Which of the following is the BEST description of a Business Case?

A
A decision support and planning tool that projects the likely consequences of a business action
B
A portable device designed for the secure storage and transportation of important documents
C
A complaint by the business about a missed service level.
D
The terms and conditions in an IT outsource contract.

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Correct answerA