What is the Service Pipeline?
All services that are at a conceptual or development stage
All services except those that have been retired
All services that are contained within the Service Level Agreement (SLA)
All complex multi-user services
Which of the following statements BEST describes a Definitive Media Library (DML)?
A secure location where definitive hardware spares are held
A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
A database that contains definitions of all media CIs
A secure library where definitive authorised versions of all software and back-ups are stored and protected
In the phrase "People, Processes, Products and Partners". Products refers to:
Service Design: Design the processes
Service Strategy: Develop the offerings
Service Transition: Plan and prepare for deployment
Service Operation: IT Operations Management
Which Service Design process makes the most use of data supplied by Demand Management?
Service Catalogue Management
Service Level Management
IT Service Continuity Management
Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the Service Provider could operate in
1, 2 and 3 only
1 and 2 only
1, 2 and 4 only
All of the above
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Continual Service Improvement
Business Relationship Management
Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
1 and 3 only
Reliability is a measure of:
The availability of a service or component
The level of risk that could impact a service or process
How long a service or component can perform its function without failing
A measure of how quickly a service or component can be restored to normal working
Which process is responsible for managing relationships with vendors?
Service Portfolio Management
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
Data used to support the capacity management process should be stored in:
A configuration management database (CMDB)
A capacity database (CDB)
A configuration management system (CMS)
A capacity management information system (CMIS)
Which process contains the Business, Service and Component sub-processes?
IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment
2, 3 and 4 only
1, 3 and 4 only
A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures
1,2 and 3 only
1,2 and 4 only
Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. 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 change
Which of these would fall outside the scope of a typical service change management process
A. A change to a contract with a supplier
B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
C. An urgent need to replace a CPU to restore a service during an incident
D. A change to a business process that depends on IT Services
Which of the following statements BEST describes the aims of Release and Deployment Management?
A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives
B. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other
C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
Which of the following BEST describes Technical Management?
A. A Function responsible for Facilities Management and building control systems
B. A Function that provides hardware repair services for technology involved in the delivery of service to customers
C. Senior managers responsible for all staff within the technical support Function
D. A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure
Which of the following functions would be responsible for management of a data centre?
A. Technical Management
B. Service Desk
C. IT Operations Control
D. Facilities Management
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
A risk is:
A. Something that won't happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
A Service Level Agreement (SLA) is:
A. The part of a contract that specifies 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
The information that is passed to Service Transition to enable them to implement a new service is called:
A. A Service Level Package
B. A Service Transition Package
C. A Service Design Package
D. A New Service Package
When should tests for a new service be designed?
A. At the same time as the service is designed
B. After the service has been designed, before the service is handed over to Service Transition
C. As part of Service Transition
D. Before the service is designed
Which of these is the correct set of steps for the Continual Service Improvement Model?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve
B. 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 solution
D. 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?
Which of the following activities are helped by recording relationships between Configuration Items
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
A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
What are Request Models used for?
A. Capacity Management
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Identifying frequently received user requests and defining how they should be handled
What is the objective of Access Management?
A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services
Identity and Rights are two major concepts involved in which one of the following processes?
A. Access Management
B. Facilities Management
C. Event Management
D. Demand Management
Which of these is the BEST description of a release unit?
A. The portion of a service or IT infrastructure that is normally released together
B. The smallest part of a service or IT infrastructure that can be independently changed
C. The portion of a service or IT infrastructure that is changed by a particular release
D. A metric for measuring the effectiveness of the Release and Deployment Management process
Which of these is a reason for categorizing incidents?
A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
B. To ensure that the correct priority is assigned to the incident
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
A. Service Asset and Configuration Management
B. Event Management
C. Service Level Management
D. Performance Management
Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand Management
B. Incident Management
C. Release and Deployment Management
D. Request Fulfilment
Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?
A. The Change Management Process Owner
B. The Change Advisory Board (CAB)
C. The Service Owner
D. The Continual Service Improvement Manager
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
A. The IT Director
B. The Process Owner
D. The Customer
Which role is accountable for a specific service within an organization?
A. The Service Level Manager
B. The Business Relationship Manager
D. The Service Continuity Manager
The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be ?
A. Negotiating and agreeing Service Level Agreement
B. Negotiating and agreeing Operational Level Agreements
C. Ensuring that the information within the Service Catalogue is adequately protected and backed-up.
D. Only ensure that adequate technical resources are available.
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of new or changed services
C. The design of Market Spaces
D. The design of the technology architecture and management systems
One of the five major aspects of Service Design is the design of service solutions.
Which of the following does this include?
A. Only capabilities needed and agreed
B. Only resources and capabilities needed
C. Only requirements needed and agreed
D. Requirements, resources and capabilities needed and agreed
A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
A. 1, 3 and 4 only
C. 1, 2 and 3 only
D. 1, 2 and 4 only
Which of the following statements is CORRECT?
A. Process owners are more important to service management than service owners
B. Service owners are more important to service management than process owners
C. Service owners are as important to service management as process owners
D. Process owners and service owners are not required within the same organization
Which of the following statements is INCORRECT?
The Service Owner:
A. Is responsible for the day-to-day monitoring and operation of the service they own
B. Is responsible for continual improvement and the management of change affecting the service they own
C. Is a primary stakeholder in all of the underlying IT processes which support the service they own
D. Is accountable for a specific service within an organization
A 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 activity
B. Perform an activity
C. Be kept up to date on the progress of an activity
D. Manage an activity
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Process Manager
B. Service Catalogue Manager
C. Supplier Manager
D. IT Designer/Architect
A Service Design Package should be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An Emergency Change to an IT service
4. An IT service retirement
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. All of the above