There are four types of metrics that can be used to measure the capability and performance of
processes. Which of the four metrics is missing from the list below?
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
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
A. The Service Level Manager
B. The IT Service Continuity Manager
C. The Service Catalogue Manager
D. The Supplier Manager
Which of the following provides resources to resolve operational and support issues during Release
A. Early Life Support
B. Service Test Manager
D. Release Packaging and Build Manager
What does a service always deliver to customers?
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A. Service Design
B. Service Transition
C. Service Strategy
D. Service Operation
Which of the following is MOST concerned with the design of new or changed services?
A. Change Management
D. Service Design
Which of the following is concerned with fairness and transparency?
A. Capacity Management
D. Service Level Management
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all users of that service
Where should details of a Workaround always be documented?
A. The Service Level Agreement (SLA)
B. The Problem Record
C. The Availability Management Information System
D. The IT Service Continuity Plan
Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary
A. Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
B. Public standards are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
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
Which of the following statements about processes is CORRECT?
1. A process is always organized around a set of objectives
2. A process should be documented
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Which of the following statements about processes is INCORRECT?
A. They are units of organizations designed to perform certain types of work
B. We must be able to measure them in a relevant manner
C. They deliver specific results
D. They respond to specific events
Which of the following are aspects of Service Design?
3. Service Management processes
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?
A. Reduced Total Cost of Ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
B. Service Strategy
C. Service Operation
D. Continual Service Improvement
Which statement about Service Level Agreements(SLAs) is CORRECT?
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer
Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment
A. 1 only
Which of the following is the BEST definition of an Event?
A. Any detectable or discernable occurrence that has significance for the management of the IT
B. An unplanned interruption to an IT service
C. The unknown cause of one or more Incidents
D. Reducing or eliminating the cause of an Incident or Problem
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?
B. No, the workaround must be found before a Known Error is created
C. No, a Known Error can only be raised after the permanent resolution has been implemented
D. No, a Known Error must be raised at the same time as a problem
Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
D. None of the above
Which of the following BEST describes the goal of Access Management?
A. To provide a channel for users to request and receive standard services
B. Provides the rights for users to be able to use a service or group of services
C. To prevent Problems and resulting Incidents from happening
D. To detect security events and make sense of them
Which of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?
Which 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 serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Service Design emphasises the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?
A. People, Products, Partners, Profit
B. People, Process, Products, Partners
C. Potential, Preparation, Performance, Profit
D. People, Potential, Products, Performance
Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
Which of the following should be considered when designing measurement systems, methods and metrics?:
1. The services
2. The architectures
3. The configuration items
4. The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2,3 and 4 only
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
A. 1 Plan, 2 Do, 3 Check, 4 Act
B. 3 Plan, 2 Do, 4 Check, 1 Act
C. 4 Plan, 3 Do, 1 Check, 2 Act
D. 2 Plan, 3 Do, 4 Check, 1 Act
In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?
A. Baseline assessments
B. Service and process improvements
C. Taking measurements and recording metrics
D. Setting measurement targets
Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as
'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?
Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
C. 2, 3 and 4 only
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
Which 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 Changes
B. 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 optimized
D. To define and agree release and deployment plans with customers and stakeholders
What are the categories of event described in the ITIL Service Operation book?
A. Informational, Scheduled, Normal
B. Scheduled, Unscheduled, Emergency
C. Informational, Warning, Exception
D. Warning, Reactive, Proactive
Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. The output from monitoring tools
B. 1, 2 and 4 only
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
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The ITIL Complementary Guidance
B. The Service Support book
C. Pocket Guides
D. The Service Strategy book
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
Which process lists "Understanding patterns of business activity" as a major role?
A. Demand Management
B. Supplier Management
C. Service Desk
D. Request Fulfilment
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
Understanding the level of risk during and after change and providing confidence in the degree of
compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
A. Service Transition
B. Risk Management
C. IT Service Continuity Management
D. Availability Management
Which 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 Improvement
C. Service Design
In terms of adding value to the business, which of the following describes Service Operation's
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modelled
D. Service value is actually seen by customers
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A. Service Operation
C. Continual Service Improvement
D. Service Strategy
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Customer satisfaction
C. Total cost of ownership
D. Key performance indicators
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
A. The utility of a service
B. The warranty of a service
C. The economic value of a service
D. Return on investment
A consultant has made two recommendations to you in a report:
1. To include legal terminology in your Service Level Agreements(SLAs)
2. It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?
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