What are the three types of metrics that an organization should collect to support Continual Service
Return On Investment (ROI), Value On Investment (VOI), quality
Strategic, tactical and operational
Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
Technology, process and service
Which of the following is NOT a valid objective of Problem Management?
To prevent Problems and their resultant Incidents
To manage Problems throughout their lifecycle
To restore service to a user
To eliminate recurring Incidents
Availability Management is responsible for availability of the:
Services and Components
Services and Business Processes
Components and Business Processes
Services, Components and Business Processes
Contracts are used to define:
The provision of IT services or business services by a Service Provider
The provision of goods and services by Suppliers
Service Levels that have been agreed between the Service Provider and their Customer
Metrics and Critical Success Factors (CSFs) in an external agreement
Which of the following is NOT an example of Self-Help capabilities?
Requirement to always call the Service Desk for service requests
Menu-driven range of self help and service requests
A direct interface into the back-end process-handling software
Who owns the specific costs and risks associated with providing a service?
The Service Provider
The Service Level Manager
The Finance department
Which of the following are types of communication you could expect the functions within Service
Operation to perform?
1. Communication between Data Centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
2 and 3 only
1, 2 and 4 only
All of the above
How many people should be accountable for a process as defined in the RACI model?
As many as necessary to complete the activity
Only one - the process owner
Two - the process owner and the process
Only one - the process architect
What guidance does ITIL give on the frequency of production of service reporting?
Service reporting intervals must be defined and agreed with the customers
Reporting intervals should be set by the Service Provider
Reports should be produced weekly
Service reporting intervals must be the same for all services
Which of the following is the BEST definition of the term Service Management?
A set of specialized organizational capabilities for providing value to customers in the form of services
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
The management of functions within an organization to perform certain activities
Units of organizations with roles to perform certain activities
Which of the following is NOT a characteristic of a process?
It is measurable
Delivers specific results
Responds to specific events
A method of structuring an organization
Which of the following would be defined as part of every process?
1 and 3 only
2 and 4 only
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
Both of the above
Neither of the above
What are the publications that provide guidance specific to industry sectors and organization types
The Service Strategy and Service Transition books
The ITIL Complementary Guidance
The Service Support and Service Delivery books
Which of the following is NOT a purpose of Service Transition?
To ensure that a service can be managed, operated and supported
To provide training and certification in project management
To provide quality knowledge of Change, Release and Deployment Management
To plan and manage the capacity and resource requirements to manage a release
What is the BEST description of the purpose of Service Operation?
To decide how IT will engage with suppliers during the Service Management Lifecycle
To proactively prevent all outages to IT Services
To design and build processes that will meet business needs
To deliver and manage IT Services at agreed levels to business users and customers
Which of the following should NOT be a concern of Risk Management?
To ensure that the organization can continue to operate in the event of a major disruption or disaster
To ensure that the workplace is a safe environment for its employees and customers
To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
To ensure only the change requests with mitigated risks are approved for implementation
What is the BEST description of an Operational Level Agreement (OLA)?
An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
Which of the following is the CORRECT definition of a Release Unit?
A measurement of cost
A function described within Service Transition
The team of people responsible for implementing a release
The portion of a service or IT infrastructure that is normally released together
The BEST definition of an Incident is:
An unplanned disruption of service unless there is a backup to that service
An unplanned interruption or reduction in the quality of an IT Service
Any disruption to service whether planned or unplanned
Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
In which of the following situations should a Problem Record be created?
An event indicates that a redundant network segment has failed but it has not impacted any users
An Incident is passed to second-level support
A Technical Management team identifies a permanent resolution to a number of recurring Incidents
Incident Management has found a workaround but needs some assistance in implementing it
Which of the following BEST describes a Problem?
A Known Error for which the cause and resolution are not yet known
The cause of two or more Incidents
A serious Incident which has a critical impact to the business
The cause of one or more Incidents
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
People, Process, Partners, Suppliers
People, Process, Products, Technology
People, Process, Products, Partners
People, Products, Technology, Partners
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?
What is the Return On Investment (ROI)?
How much did it cost?
How do we keep the momentum going?
What is the Value On Investment (VOI)?
Which of the following do Service Metrics measure?
Processes and functions
Maturity and cost
The end to end service
The MAIN objective of Service Level Management is:
To carry out the Service Operations activities needed to support current IT services
To ensure that sufficient capacity is provided to deliver the agreed performance of services
To create and populate a Service Catalogue
To ensure that an agreed level of IT service is provided for all current IT services
Which processes review Underpinning Contracts on a regular basis?
Supplier Management and Service Level Management
Supplier Management and Demand Management
Demand Management and Service Level Management
Supplier Management, Demand Management and Service Level Management
Which of the following statements about the Service Portfolio and Service Catalog is the MOST
The Service Catalogue only has information about services that are live, or being prepared for
deployment; the Service Portfolio only has information about services which are being considered for future development
The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
Service Catalogue and Service Portfolio are different names for the same thing
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
Service Level Management
IT Operations Management
Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB)
What are these BEST described as?
Roles, people or groups
Service Transition contains detailed descriptions of which processes?
Change Management, Service Asset and Configuration Management, Release and Deployment
Change Management, Capacity Management Event Management, Service Request Management
Service Level Management, Service Portfolio Management, Service Asset and Configuration
Service Asset and Configuration Management, Release and Deployment Management, Request
Which of the following statements is CORRECT?
The Configuration Management System is part of the Known Error Data Base
The Service Knowledge Management System is part of the Configuration Management system
The Configuration Management System is part of the Service Knowledge Management system
The Configuration Management System is part of the Configuration Management
Major Incidents require:
Which of the following statements about Incident reporting and logging is CORRECT?
Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
What is the BEST description of a Major Incident?
An Incident that is so complex that it requires root cause analysis before a workaround can be found
An Incident which requires a large number of people to resolve
An Incident logged by a senior manager
An Incident which has a high priority or high impact on the business
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome
Which of the following statements correctly states the relationship between urgency, priority and
Impact, priority and urgency are independent of each other
Urgency should be based on impact and priority
Impact should be based on urgency and
Priority should be based on impact and urgency
Hierarchic escalation is best described as?
Notifying more senior levels of management about an Incident
Passing an Incident to people with a greater level of technical skill
Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
Failing to meet the Incident resolution times specified in a Service Level Agreement
Which of the following BEST describes a Service Request?
A request from a User for information, advice or for a Standard Change
Anything that the customer wants and is prepared to pay for
Any request or demand that is entered by a user via a Self-Help web-based interface
Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
Continual Service Improvement
Which of the following is NOT a valid objective of Request Fulfilment?
To provide information to users about what services are available and how to request them
To update the Service Catalogue with services that may be requested through the Service Desk
To provide a channel for users to request and receive standard services
To source and deliver the components of standard services that have been requested
Which process is responsible for sourcing and delivering components of requested standard services?
Service Portfolio Management
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
2, 3 and 4 only
1, 3 and 4 only
1, 2 and 3 only
Which Functions are included in IT Operations Management?
Network Management and Application Management
Technical Management and Change Management
IT Operations Control and Facilities Management
Facilities Management and Release Management
Which of the following options is a hierarchy that is used in Knowledge Management?
Wisdom - Information - Data - Knowledge
Data - Information - Knowledge - Wisdom
Knowledge - Wisdom - Information - Data
Information - Data - Knowledge - Wisdom
Which of the following CANNOT be provided by a tool?
The BEST processes to automate are those that are:
Carried out by Service Operations
Carried out by lots of people
Critical to the success of the business mission
Simple and well understood
Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design
Which of the following are the two primary elements that create value for customers?
Value on Investment (VOI), Return on Investment (ROI)
Customer and User satisfaction
Understanding Service Requirements and Warranty
Utility and Warranty
Within Service Design, what is the key output handed over to Service Transition?
Measurement, methods and metrics
Service Design Package
Service Portfolio Design