Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
A. Technology, Customer, User
B. Corporate, Customer, Service
C. Corporate, Customer, Technology
D. Service, User, IT
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
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational Level Agreement (OLA)
B. Capacity Plan
C. Service Level Agreement (SLA)
D. SLA Monitoring Chart (SLAM)
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
A. Remediation Planning
D. Review and Close
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
A. The ECAB considers every high priority Request for Change
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT Director
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
A. Service Level Management
B. Change Management
C. Incident Management
D. Service Asset and Configuration Management
What 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 Baseline
B. Project Baseline
C. Change Baseline
D. Asset Baseline
Which 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 time
2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Which of the following is the BEST description of a relationship in Service Asset and Configuration
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
What is the name of the area where the definitive authorised versions of all media Configuration
Items(CIs) are stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
Which model delivers a view of the services, assets and infrastructure?
A. Incident Model
B. Problem Model
C. Configuration Model
D. Change Model
Where would you expect incident resolution targets to be documented?
A. A Service Level Agreement(SLA)
B. A Request for Change(RFC)
C. The Service Portfolio
D. A Service Description
Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the Service Desk can be logged
C. All incidents must be fully logged
D. The Service Desk decide which incidents to log
Which of the following would a Major Problem Review examine?
1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
Which of the following can help determine the level of impact of a problem?
A. Definitive Media Library (DML)
B. Configuration Management System (CMS)
C. Statement of Requirements (SOR)
D. Standard Operating Procedures (SOP)
Identify the input to the Problem Management process
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
B. Problem Management
C. Change Management
D. Event Management
With which process is Problem Management likely to share categorization and impact coding systems?
A. Incident Management
B. Service Asset and Configuration Management
C. Capacity Management
D. IT Service Continuity
Which process will regularly analyze incident data to identify discernable trends?
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A. Availability Management
B. Demand Management
C. Financial Management
D. Service Level Management
As a strategic tool for assessing the value of IT services, Financial Management applies to which of
the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Which of the following statements is CORRECT?
A. IT Service Continuity Management can only take place once Business Continuity Management has been established
B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
C. Business Continuity Management and IT Service Continuity Management must be established at the same time
D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
A. The Asset Register
B. The Service Knowledge Management System
C. The Known Error Database
D. The Information Management System
Which of the following is NOT an objective of Continual Service Improvement?
A. Review and analyse Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
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
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Customer satisfaction
C. Total Cost of Ownership (TCO)
D. Key Performance Indicators (KPIs)
What type of improvement should be achieved by using the Deming Cycle?
A. Rapid, one-off improvement
B. Return on investment within 12 months
C. Quick wins
D. Steady, ongoing improvement
"Planning and managing the resources required to deploy a release into production" is a purpose of
which part of the Service Lifecycle?
A. Service Operation
B. Service Strategy
C. Service Transition
D. Continual Service Improvement
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
A. Service Strategy
B. Continual Service Improvement
C. Service Operation
D. Service Design
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
A. Continual Service Improvement
C. Service Design
D. Service Transition
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
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
Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. Responds to specific events
D. A method of structuring an organization
Which of the following CANNOT be stored and managed by a tool?
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?
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