ITIL

Question 1 of 200

Medal-premium 1

Which role is responsible for carrying out the activities of a process?

Select one of the following:

  • A. Process owner

  • B. Change manager

  • C. Service manager

  • D. Process practitioner

Question 2 of 200

Medal-premium 1

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Select one of the following:

  • A. Service level management

  • B. IT operations management

  • C. Capacity management

  • D. Incident management

Question 3 of 200

Medal-premium 1

Which of the following options is a hierarchy that is used in knowledge management?

Select one of the following:

  • A. Wisdom - Information - Data - Knowledge

  • B. Data - Information - Knowledge - Wisdom

  • C. Knowledge - Wisdom - Information - Data

  • D. Information - Data - Knowledge - Wisdom

Question 4 of 200

Medal-premium 1

At which stage of the service lifecycle should the processes necessary to operate a new servicebe
defined?

Select one of the following:

  • A. Service design: Design the processes

  • B. Service strategy: Develop the offerings

  • C. Service transition: Plan and prepare for deployment

  • D. Service operation: IT operations management

Question 5 of 200

Medal-premium 1

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Select one of the following:

  • A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

  • B. Public frameworks 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

Question 6 of 200

Medal-premium 1

Which of the following is an objective of business relationship management?

Select one of the following:

  • A. To identify patterns of business activity

  • B. To ensure high levels of customer satisfaction

  • C. To secure funding to manage the provision of services

  • D. To ensure strategic plans for IT services exist

Question 7 of 200

Medal-premium 1

The design of IT services requires the effective and efficient use of "the four Ps". What are these four
Ps?

Select one of the following:

  • A. People, process, partners, performance

  • B. Performance, process, products, plans

  • C. People, process, products, partners

  • D. People, products, plans, partners

Question 8 of 200

Medal-premium 1

Which of the following BEST describes service strategies value to the business?

Select one of the following:

  • A. Allows higher volumes of successful change

  • B. Reduction in unplanned costs through optimized handling of service outages

  • C. Reduction in the duration and frequency of service outages

  • D. Enabling the service provider to have a clear understanding of what levels of service will make
    their customers successful

Question 9 of 200

Medal-premium 1

Which two processes will contribute MOST to enabling effective problem detection?

Select one of the following:

  • A. Incident and financial management

  • B. Change and release and deployment management

  • C. Incident and event management

  • D. Knowledge and service level management

Question 10 of 200

Medal-premium 1

Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?

Select one of the following:

  • A. Change proposal

  • B. Change policy

  • C. Service request

  • D. Risk register

Question 11 of 200

Medal-premium 1

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

Select one of the following:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Question 12 of 200

Medal-premium 1

Why is it important for service providers to understand patterns of business activity (PBA)?

Select one of the following:

  • A. PBA are based on organizational roles and responsibilities

  • B. IT service providers CANNOT schedule changes until they understand PBA

  • C. Demand for the services delivered by service providers are directly influenced by PBA

  • D. Understanding PBA is the only way to enable accurate service level reporting

Question 13 of 200

Medal-premium 1

Which one of the following would NOT be defined as part of every process?

Select one of the following:

  • A. Roles

  • B. Inputs and outputs

  • C. Functions

  • D. Metrics

Question 14 of 200

Medal-premium 1

Which process is responsible for recording the current details, status, interfaces and dependencies of
all services that are being run or being prepared to run in the live environment?

Select one of the following:

  • A. Service level management

  • B. Service catalogue management

  • C. Demand management

  • D. Service transition

Question 15 of 200

Medal-premium 1

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be
expected of them?

Select one of the following:

  • 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

Question 16 of 200

Medal-premium 1

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT 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

Select one of the following:

  • A. 1, 2 and 3 only

  • B. 1 and 2 only

  • C. 1, 2 and 4 only

  • D. All of the above

Question 17 of 200

Medal-premium 1

Which one of the following do technology metrics measure?

Select one of the following:

  • A. Components

  • B. Processes

  • C. The end-to-end service

  • D. Customer satisfaction

Question 18 of 200

Medal-premium 1

Which process includes business, service and component sub-processes?

Select one of the following:

  • A. Capacity management

  • B. Incident management

  • C. Service level management

  • D. Financial management

Question 19 of 200

Medal-premium 1

Which one of the following is NOT part of the service design stage of the service life cycle?

Select one of the following:

  • A. Designing and maintaining all necessary service transition packages

  • B. Producing quality, secure and resilient designs for new or improved services

  • C. Taking service strategies and ensuring they are reflected in the service design processes and the
    service designs that are produced

  • D. Measuring the effectiveness and efficiency of service design and the supporting processes

Question 20 of 200

Medal-premium 1

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

Select one of the following:

  • A. Outcome

  • B. Incident

  • C. Change

  • D. Problem

Question 21 of 200

Medal-premium 1

Which process is responsible for managing relationships with vendors?

Select one of the following:

  • A. Change management

  • B. Service portfolio management

  • C. Supplier management

  • D. Continual service improvement

Question 22 of 200

Medal-premium 1

Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

Select one of the following:

  • A. 1, 2 and 4 only

  • B. 2, 3 and 4 only

  • C. 1, 3 and 4 only

  • D. 1, 2 and 3 only

Question 23 of 200

Medal-premium 1

What are the categories of event described in the UIL service operation book?

Select one of the following:

  • A. Informational, scheduled, normal

  • B. Scheduled, unscheduled, emergency

  • C. Informational, warning, exception

  • D. Warning, reactive, proactive

Question 24 of 200

Medal-premium 1

What would you call the groups of people who have an interest in the activities, targets, resources
and deliverables from service management?

Select one of the following:

  • A. Employers

  • B. Stakeholders

  • C. Regulators

  • D. Accreditors

Question 25 of 200

Medal-premium 1

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

Select one of the following:

  • A. 1 and 2 only

  • B. 2 and 3 only

  • C. 1 and 3 only

  • D. All of the above

Question 26 of 200

Medal-premium 1

What is the name of the group that should review changes that must be implemented faster than the
normal change process?

Select one of the following:

  • A. Technical management

  • B. Emergency change advisory board

  • C. Urgent change board

  • D. Urgent change authority

Question 27 of 200

Medal-premium 1

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

Select one of the following:

  • 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

Question 28 of 200

Medal-premium 1

Which of the following types of service should be included in the scope of service portfolio
management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service

Select one of the following:

  • A. 1 and 3 only

  • B. All of the above

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 29 of 200

Medal-premium 1

The BEST description of an incident is:

Select one of the following:

  • 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

Question 30 of 200

Medal-premium 1

Which one of the following is the CORRECT set of steps for the continual service improvement
approach?

Select one of the following:

  • 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?

Question 31 of 200

Medal-premium 1

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

Select one of the following:

  • A. 2 only

  • B. 1 only

  • C. Neither of the above

  • D. Both of the above

Question 32 of 200

Medal-premium 1

What body exists to support the authorization of changes and to assist change management in the
assessment and prioritization of changes?

Select one of the following:

  • A. The change authorization board

  • B. The change advisory board

  • C. The change implementer

  • D. The change manager

Question 33 of 200

Medal-premium 1

Which process is responsible for discussing reports with customers showing whether services have
met their targets?

Select one of the following:

  • A. Continual service improvement

  • B. Change management

  • C. Service level management

  • D. Availability management

Question 34 of 200

Medal-premium 1

What do customer perceptions and business outcomes help to define?

Select one of the following:

  • A. The value of a service

  • B. Governance

  • C. Total cost of ownership (TCO)

  • D. Key performance indicators (KPIs)

Question 35 of 200

Medal-premium 1

Which of the following are basic concepts used in access management?

Select one of the following:

  • A. Personnel, electronic, network, emergency, identity

  • B. Rights, access, identity, directory services, service/service components

  • C. Physical, personnel, network, emergency, service

  • D. Normal, temporary, emergency, personal, group

Question 36 of 200

Medal-premium 1

Which of these statements about resources and capabilities is CORRECT?

Select one of the following:

  • 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

Question 37 of 200

Medal-premium 1

Within service design, what is the key output handed over to service transition?

Select one of the following:

  • A. Measurement, methods and metrics

  • B. Service design package

  • C. Service portfolio design

  • D. Process definitions

Question 38 of 200

Medal-premium 1

What should a service always deliver to customers?

Select one of the following:

  • A. Applications

  • B. Infrastructure

  • C. Value

  • D. Resources

Question 39 of 200

Medal-premium 1

Which process is responsible for the availability, confidentiality and integrity of data?

Select one of the following:

  • A. Service catalog management

  • B. Service asset and configuration management

  • C. Change management

  • D. Information security management

Question 40 of 200

Medal-premium 1

Availability management is directly responsible for the availability of which of the following?

Select one of the following:

  • A. IT services and components

  • B. IT services and business processes

  • C. Components and business processes

  • D. IT services, components and business processes

Question 41 of 200

Medal-premium 1

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?

Select one of the following:

  • A. Configuration baseline

  • B. Project baseline

  • C. Change baseline

  • D. Asset baseline

Question 42 of 200

Medal-premium 1

Which of the following BEST describes the purpose of access management?

Select one of the following:

  • 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

Question 43 of 200

Medal-premium 1

Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

Select one of the following:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 44 of 200

Medal-premium 1

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

Select one of the following:

  • A. The Deming Cycle

  • B. The continual service improvement approach

  • C. The seven-step improvement process

  • D. The service lifecycle

Question 45 of 200

Medal-premium 1

The consideration of value creation is a principle of which stage of the service lifecycle?

Select one of the following:

  • A. Continual service improvement

  • B. Service strategy

  • C. Service design

  • D. Service transition

Question 46 of 200

Medal-premium 1

Which process is responsible for dealing with complaints, comments, and general inquiries from
users?

Select one of the following:

  • A. Service level management

  • B. Service portfolio management

  • C. Request fulfillment

  • D. Demand management

Question 47 of 200

Medal-premium 1

Which of the following BEST describes partners' in the phrase people, processes, products and
partners"?

Select one of the following:

  • A. Suppliers, manufacturers and vendors

  • B. Customers

  • C. Internal departments

  • D. The facilities management function

Question 48 of 200

Medal-premium 1

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Select one of the following:

  • A. The service level management

  • B. The IT service continuity management

  • C. The service catalogue management

  • D. The supplier management

Question 49 of 200

Medal-premium 1

The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?

Select one of the following:

  • A. Data

  • B. Information

  • C. Knowledge

  • D. Governance

Question 50 of 200

Medal-premium 1

Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?

Select one of the following:

  • A. A service option

  • B. A service transition package (STP)

  • C. A service design package (SDP)

  • D. A service charter

Question 51 of 200

Medal-premium 1

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

Select one of the following:

  • A. 1 and 2 only

  • B. 1 and 3 only

  • C. 2 and 3 only

  • D. All of the above

Question 52 of 200

Medal-premium 1

Service transition contains detailed descriptions of which processes?

Select one of the following:

  • 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

Question 53 of 200

Medal-premium 1

Which statement should NOT be part of the value proposition for Service Design?

Select one of the following:

  • 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

Question 54 of 200

Medal-premium 1

Which process would be used to compare the value that newer services have offered over those they
have replaced?

Select one of the following:

  • A. Availability management

  • B. Capacity management

  • C. Service portfolio management

  • D. Service catalogue management

Question 55 of 200

Medal-premium 1

Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

Select one of the following:

  • A. Job descriptions

  • B. Functions

  • C. Teams

  • D. Roles, people or groups

Question 56 of 200

Medal-premium 1

Hierarchic escalation is BEST described as?

Select one of the following:

  • A. Notifying more senior levels of management about an incident

  • B. Passing an incident to people with a greater level of technical skill

  • C. Using more senior specialists than necessary to resolve an Incident to maintain customer
    satisfaction

  • D. Failing to meet the incident resolution times specified in a service level agreement

Question 57 of 200

Medal-premium 1

Which one of the following functions would be responsible for the management of a data center?

Select one of the following:

  • A. Technical management

  • B. Service desk

  • C. Application management

  • D. Facilities management

Question 58 of 200

Medal-premium 1

Which one of the following would be the MOST useful in helping to define roles and responsibilities in
an organizational structure?

Select one of the following:

  • A. RACI model

  • B. Incident model

  • C. Continual service improvement (CSI) approach

  • D. The Deming Cycle

Question 59 of 200

Medal-premium 1

Which process will regularly analyse incident data to identify discernible trends?

Select one of the following:

  • A. Service level management

  • B. Problem management

  • C. Change management

  • D. Event management

Question 60 of 200

Medal-premium 1

Which is the correct definition of a customer facing service?

Select one of the following:

  • 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

Question 61 of 200

Medal-premium 1

Which one of the following is the BEST definition of the term service management?

Select one of the following:

  • 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

Question 62 of 200

Medal-premium 1

Which of the following is NOT a valid objective of problem management?

Select one of the following:

  • A. To prevent problems and their resultant Incidents

  • B. To manage problems throughout their lifecycle

  • C. To restore service to a user

  • D. To eliminate recurring incidents

Question 63 of 200

Medal-premium 1

Which one of the following is an objective of service catalogue management?

Select one of the following:

  • A. Negotiating and agreeing service level agreement

  • B. Negotiating and agreeing operational level agreements

  • C. Ensuring that the service catalogue is made available to those approved to access it

  • D. Only ensuring that adequate technical resources are available

Question 64 of 200

Medal-premium 1

Which of the following statements BEST describes the aims of release and deployment
management?

Select one of the following:

  • A. To build, test and deliver the capability to provide the services specified by service design

  • B. To ensure that each release package specified by service design consists of a set of related assets
    and service components

  • C. To ensure that all changes can be tracked, tested and verified if appropriate

  • D. To record and manage deviations, risks and issues related to the new or changed service

Question 65 of 200

Medal-premium 1

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?

Select one of the following:

  • A. Implementing service and process improvements

  • B. Reviewing measurements and metrics

  • C. Creating a baseline

  • D. Defining measurable targets

Question 66 of 200

Medal-premium 1

Which one of the following can help determine the level of impact of a problem?

Select one of the following:

  • A. Definitive media library (DML)

  • B. Configuration management system (CMS)

  • C. Statement of requirements (SOR)

  • D. Standard operating procedures (SOP)

Question 67 of 200

Medal-premium 1

The effective management of risk requires specific types of action. Which of the following pairs of
actions would be BEST to manage risk?

Select one of the following:

  • A. Training in risk management for all staff and identification of risks

  • B. Identification of risk, analysis and management of the exposure to risk

  • C. Control of exposure to risk and investment of capital

  • D. Training of all staff and investment of capital

Question 68 of 200

Medal-premium 1

Which of the following is an enabler of best practice?

Select one of the following:

  • A. Standards

  • B. Technology

  • C. Academic research

  • D. Internal experience

Question 69 of 200

Medal-premium 1

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include
Partners,People, Processes and one other "P". Which of the following is the additional "P"?

Select one of the following:

  • A. Profit

  • B. Preparation

  • C. Products

  • D. Potential

Question 70 of 200

Medal-premium 1

Which of the following is NOT one of the five individual aspects of service design?

Select one of the following:

  • 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 architectures

Question 71 of 200

Medal-premium 1

Where would you expect incident resolution targets to be documented?

Select one of the following:

  • A. A service level agreement (SLA)

  • B. A request for change (RFC)

  • C. The service portfolio

  • D. A service description

Question 72 of 200

Medal-premium 1

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Reduction in the duration and frequency of service outages

Select one of the following:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 73 of 200

Medal-premium 1

What are the categories of event described in the ITIL service operation book?

Select one of the following:

  • A. Informational, scheduled, normal

  • B. Scheduled, unscheduled, emergency

  • C. Informational, warning, exception

  • D. Warning, reactive, proactive

Question 74 of 200

Medal-premium 1

A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

Select one of the following:

  • A. 2, 3 and 4 only

  • B. All of the above

  • C. 1, 2 and 3 only

  • D. 1, 2 and 4 only

Question 75 of 200

Medal-premium 1

Which one of the following is concerned with policy and direction?

Select one of the following:

  • A. Capacity management

  • B. Governance

  • C. Service design

  • D. Service level management

Question 76 of 200

Medal-premium 1

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

Select one of the following:

  • A. 1, 2 and 3 only

  • B. 1, 3 and 4 only

  • C. 2, 3 and 4 only

  • D. All of the above

Question 77 of 200

Medal-premium 1

Which of the following is the best definition of IT service management?

Select one of the following:

  • A. An internal service provider that is embedded within a business unit

  • B. A complete set of all the documentation required to deliver world class services to customers

  • C. Technical implementation of supporting IT infrastructure components

  • D. The implementation and management of quality IT services that meet business needs

Question 78 of 200

Medal-premium 1

Which of the following is service transition planning and support NOT responsible for?

Select one of the following:

  • A. Prioritizing conflicts for service transition resources

  • B. Coordinating the efforts required to manage multiple simultaneous transitions

  • C. Maintaining policies, standards and models for service transition activities and processes

  • D. Detailed planning of the build and test of individual changes

Question 79 of 200

Medal-premium 1

What are underpinning contracts used to document?

Select one of the following:

  • A. The provision of IT services or business services by a service provider

  • B. The provision of goods and services by third party suppliers

  • C. Service levels that have been agreed between the internal service provider and their customer

  • D. Metrics and critical success factors (CSFs) for internal support teams

Question 80 of 200

Medal-premium 1

In which document would you expect to see an overview of actual service achievements again
sttargets?

Select one of the following:

  • A. Operational level agreement (OLA)

  • B. Capacity plan

  • C. Service level agreement (SLA)

  • D. SLA monitoring chart (SLAM)

Question 81 of 200

Medal-premium 1

Who is responsible for ensuring that the request fulfillment process is being performed according to
the agreed and documented standard?

Select one of the following:

  • A. The IT director

  • B. The process owner

  • C. The service owner

  • D. The customer

Question 82 of 200

Medal-premium 1

Which process is responsible for ensuring that appropriate testing takes place?

Select one of the following:

  • A. Knowledge management

  • B. Release and deployment management

  • C. Service asset and configuration management

  • D. Service level management

Question 83 of 200

Medal-premium 1

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

Select one of the following:

  • A. Both of the above

  • B. 1 only

  • C. 2 only

  • D. Neither of the above

Question 84 of 200

Medal-premium 1

Which of the following is the correct definition of an outcome?

Select one of the following:

  • A. The results specific to the clauses in a service level agreement (SLA)

  • B. The result of carrying out an activity, following a process or delivering an IT service

  • C. All the accumulated knowledge of the service provider

  • D. All incidents reported to the service desk

Question 85 of 200

Medal-premium 1

Understanding what to measure and why it is being measured are key contributors to which part of
the Service Lifecycle?

Select one of the following:

  • A. Service Strategy

  • B. Continual Service Improvement

  • C. Service Operation

  • D. Service Design

Question 86 of 200

Medal-premium 1

Which process would ensure that utility and warranty requirements are properly addressed in service
designs?

Select one of the following:

  • A. Availability management

  • B. Capacity management

  • C. Design coordination

  • D. Release management

Question 87 of 200

Medal-premium 1

What would you call the groups of people who have an interest in the activities, targets, resources
and deliverables from service management?

Select one of the following:

  • A. Employers

  • B. Stakeholders

  • C. Regulators

  • D. Accreditors

Question 88 of 200

Medal-premium 1

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. ?

Select one of the following:

  • 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)?

Question 89 of 200

Medal-premium 1

Which statement about the emergency change advisory board (ECAB) is CORRECT?

Select one of the following:

  • A. The ECAB considers every high priority request for change (RFC)

  • B. Amongt 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

Question 90 of 200

Medal-premium 1

Which of the following BEST describes a problem?

Select one of the following:

  • A. An issue reported by a user

  • B. The cause of two or more incidents

  • C. A serious incident which has a critical impact to the business

  • D. The cause of one or more incidents

Question 91 of 200

Medal-premium 1

Which of the following is NOT a recognized example of a service provider type within the ITIL
framework?

Select one of the following:

  • A. Internal

  • B. External

  • C. Service desk

  • D. Shared services unit

Question 92 of 200

Medal-premium 1

Which one of the following statements about incident reporting and logging is CORRECT?

Select one of the following:

  • A. Incidents can only be reported by users

  • B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
    service

  • C. All calls to the service desk must be logged as incidents

  • D. Incidents reported by technical staff must also be logged as problems

Question 93 of 200

Medal-premium 1

Which process is responsible for providing the rights to use an IT service?

Select one of the following:

  • A. Incident management

  • B. Access management

  • C. Change management

  • D. Request fulfillment

Question 94 of 200

Medal-premium 1

What type of services are NOT directly used by the business but are required by the service provider
to deliver customer facing services?

Select one of the following:

  • A. Business services

  • B. Component services

  • C. Supporting services

  • D. Customer services

Question 95 of 200

Medal-premium 1

Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

Select one of the following:

  • A. 2, 3 and 4 only

  • B. 1, 3 and 4 only

  • C. 1, 2 and 3 only

  • D. All of the above

Question 96 of 200

Medal-premium 1

How many people should be accountable for a process as defined in the RACI model?

Select one of the following:

  • A. As many as necessary to complete the activity

  • B. Only one - the process owner

  • C. Two - the process owner and the process enactor

  • D. Only one - the process architect

Question 97 of 200

Medal-premium 1

The addition, modification or removal of an authorized, planned or supported service or service
component and its associated documentation is a definition of what?

Select one of the following:

  • A. A change

  • B. A change model

  • C. A change request

  • D. A change advisory board

Question 98 of 200

Medal-premium 1

Where should the following information be stored?
1. The experience of staff
2. Records of user behavior
3. Supplier's abilities and requirements
4. User skill levels

Select one of the following:

  • A. The forward schedule of change

  • B. The service portfolio

  • C. A configuration management database (CMDB)

  • D. The service knowledge management system (SKMS)

Question 99 of 200

Medal-premium 1

Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process

Select one of the following:

  • A. 1 only

  • B. 2 and 3 only

  • C. 1, 2 and 4 only

  • D. All of the above

Question 100 of 200

Medal-premium 1

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Select one of the following:

  • A. Event management, incident management, problem management, request fulfillment, and access
    management

  • B. Event management, incident management, change management, and access management

  • C. Incident management, problem management, service desk, request fulfillment, and event
    management

  • D. Incident management, service desk, request fulfillment, access management, and event
    management

Question 101 of 200

Medal-premium 1

With which process is problem management likely to share categorization and impact coding
systems?

Select one of the following:

  • A. Incident management

  • B. Service asset and configuration management

  • C. Capacity management

  • D. IT service continuity management

Question 102 of 200

Medal-premium 1

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

Select one of the following:

  • 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

Question 103 of 200

Medal-premium 1

Which one of the following does service metrics measure?

Select one of the following:

  • A. Functions

  • B. Maturity and cost

  • C. The end-to-end service

  • D. Infrastructure availability

Question 104 of 200

Medal-premium 1

Which one of the following is NOT a valid purpose or objective of problem management?

Select one of the following:

  • A. To prevent problems and resultant incidents

  • B. To manage problems throughout their lifecycle

  • C. To restore service to a user

  • D. To eliminate recurring incidents

Question 105 of 200

Medal-premium 1

Which process is responsible for low risk, frequently occurring, low cost changes?

Select one of the following:

  • A. Demand management

  • B. Incident management

  • C. Release and deployment management

  • D. Request fulfillment

Question 106 of 200

Medal-premium 1

Which function or process would provide staff to monitor events in an operations bridge?

Select one of the following:

  • A. Technical management

  • B. IT operations management

  • C. Request fulfillment

  • D. Applications management

Question 107 of 200

Medal-premium 1

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

Select one of the following:

  • A. All of the above

  • B. 1, 2 and 3 only

  • C. 2 and 4 only

  • D. 3 and 4 only

Question 108 of 200

Medal-premium 1

Which of the following is NOT an objective of Continual Service Improvement?

Select one of the following:

  • A. Review and analyze 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

Question 109 of 200

Medal-premium 1

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Select one of the following:

  • A. Do

  • B. Perform

  • C. Implement

  • D. Measure

Question 110 of 200

Medal-premium 1

What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?

Select one of the following:

  • A. Return on investment (ROI), value on investment (VOI), quality

  • B. Strategic, tactical and operational

  • C. Critical success factors (CSFs), key performance indicators (KPIs), activities

  • D. Technology, process and service

Question 111 of 200

Medal-premium 1

Which of the following are classed as stakeholders in service management?
1. Customers
2. Users

Select one of the following:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 112 of 200

Medal-premium 1

From the perspective of the service provider, what is the person or group who defines or and agrees
their service targets known as?

Select one of the following:

  • A. User

  • B. Customer

  • C. Supplier

  • D. Administrator

Question 113 of 200

Medal-premium 1

Which process is responsible for sourcing and delivering components of requested standard
services?

Select one of the following:

  • A. Request fulfillment

  • B. Service portfolio management

  • C. Service desk

  • D. IT finance

Question 114 of 200

Medal-premium 1

Which of the following is the best definition of service management?

Select one of the following:

  • A. The ability to keep services highly available to meet the business needs

  • B. A set of specialized organizational capabilities for providing value to customers in the form of
    services

  • C. A complete set of all the documentation required to deliver world class services to customers

  • D. An internationally recognized methodology to provide valuable services to customers

Question 115 of 200

Medal-premium 1

Which of the following CANNOT be provided by a tool?

Select one of the following:

  • A. Knowledge

  • B. Information

  • C. Wisdom

  • D. Data

Question 116 of 200

Medal-premium 1

Which one of the following is the purpose of service level management?

Select one of the following:

  • 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

Question 117 of 200

Medal-premium 1

Which one of the following activities does application management perform?

Select one of the following:

  • A. Defining where the vendor of an application should be located

  • B. Ensuring that the required functionality is available to achieve the required business outcome

  • C. Deciding who the vendor of the storage devices will be

  • D. Agreeing the service levels for the service supported by the application

Question 118 of 200

Medal-premium 1

What is a RACI model used for?

Select one of the following:

  • A. Performance analysis

  • B. Recording configuration items

  • C. Monitoring services

  • D. Defining roles and responsibilities

Question 119 of 200

Medal-premium 1

The remediation plan should be evaluated at what point in the change lifecycle?

Select one of the following:

  • A. Before the change is approved

  • B. Immediately after the change has failed and needs to be backed out

  • C. After implementation but before the post implementation review

  • D. After the post implementation review has identified a problem with the change

Question 120 of 200

Medal-premium 1

Which of the following statements MOST correctly identifies the scope of design coordination
activities?

Select one of the following:

  • A. Only changes that introduce new services

  • B. It is mandatory that all changes are subject to design coordination activity

  • C. Only changes to business critical systems

  • D. Any change that the organization believes could benefit

Question 121 of 200

Medal-premium 1

What is the PRIMARY process for strategic communication with the service provider's customers?

Select one of the following:

  • A. Service catalogue management

  • B. Service portfolio management

  • C. Service desk

  • D. Business relationship management

Question 122 of 200

Medal-premium 1

Which one of the following is NOT an aim of the change management process?

Select one of the following:

  • A. To ensure the impact of changes are understood

  • B. To ensure that changes are recorded and evaluated

  • C. To ensure that all changes to configuration items (CIs) are recorded in the configuration
    management system (CMS)

  • D. To deliver and manage IT services at agreed levels to business users

Question 123 of 200

Medal-premium 1

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

Select one of the following:

  • A. Strategic customers

  • B. External customers

  • C. Valued customers

  • D. Internal customers

Question 124 of 200

Medal-premium 1

124. Access management is closely related to which other process?

Select one of the following:

  • A. Capacity management only

  • B. 3rd line support

  • C. Information security management

  • D. Change management

Question 125 of 200

Medal-premium 1

In which core ITIL publication can you find detailed descriptions of service catalogue
management,information security management, and supplier management?

Select one of the following:

  • A. Service strategy

  • B. Service design

  • C. Service transition

  • D. Service operation

Question 126 of 200

Medal-premium 1

Which of the following is the BEST reason for categorizing incidents?

Select one of the following:

  • A. To establish trends for use in problem management and other IT service management
    (ITSM)activities

  • B. To ensure service levels are met and breaches of agreements are avoided

  • 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

Question 127 of 200

Medal-premium 1

A known error has been created after diagnosis of a problem was complete but before a work around
has been found. Is this a valid approach?

Select one of the following:

  • A. Yes: for information purposes, a known error record can be created at any time it is prudent to do
    so

  • B. No: the Known Error should be created before the problem is logged

  • C. No: a known error record is created when the original incident is raised

  • D. No: a known error record should be created with the next release of the service

Question 128 of 200

Medal-premium 1

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Support the creation of a portfolio of quantified services

Select one of the following:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 129 of 200

Medal-premium 1

Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

Select one of the following:

  • A. 1 only

  • B. 2 and 3 only

  • C. 1, 2 and 4 only

  • D. All of the above

Question 130 of 200

Medal-premium 1

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

Select one of the following:

  • 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

Question 131 of 200

Medal-premium 1

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

Select one of the following:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 132 of 200

Medal-premium 1

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

Select one of the following:

  • A. 1, 2 and 3 only

  • B. All of the above

  • C. 1 and 3 only

  • D. 2 and 4 only

Question 133 of 200

Medal-premium 1

Which one of the following is NOT an objective of problem management?

Select one of the following:

  • A. Minimizing the impact of incidents that cannot be prevented

  • B. Preventing problems and resulting incidents from happening

  • C. Eliminating recurring incidents

  • D. Restoring normal service operation as quickly as possible

Question 134 of 200

Medal-premium 1

Which of the following statements about service asset and configuration management is/are
CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

Select one of the following:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Question 135 of 200

Medal-premium 1

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

Select one of the following:

  • A. 1, 3 and 4 only

  • B. 2, 3 and 4 only

  • C. 1, 2 and 4 only

  • D. 1, 2 and 3 only

Question 136 of 200

Medal-premium 1

In which of the following should details of a workaround be documented?

Select one of the following:

  • A. The service level agreement (SLA)

  • B. The problem record

  • C. The availability management information system

  • D. The IT service plan

Question 137 of 200

Medal-premium 1

Which one of the following is NOT a characteristic of a process?

Select one of the following:

  • A. It is measurable

  • B. It delivers specific results

  • C. It responds to specific events

  • D. It structure an organization

Question 138 of 200

Medal-premium 1

Which one of the following is NOT a responsibility of the service transaction stage of the service
lifecycle?

Select one of the following:

  • A. To ensure that a service managed and operated accordance with constraints specified during
    design

  • B. To design and develop capabilities for service management

  • C. To provide good-quality knowledge and information about services

  • D. To plan the resources required to manage a release

Question 139 of 200

Medal-premium 1

Which of the following BEST describes technical management?

Select one of the following:

  • A. A function responsibilities 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 responsibilities for all staff within the technical support function

  • D. A function that includes providing technical expertise and overall management of the IT

Question 140 of 200

Medal-premium 1

Which of the following is not a service desk type recognized in the service operation volume ofITIL?

Select one of the following:

  • A. Local

  • B. Centralized

  • C. Outsourced

  • D. Virtual

Question 141 of 200

Medal-premium 1

What is the primary focus of the business management?

Select one of the following:

  • A. Management, control and prediction of the performance, utilization and capacity of individual
    elements of IT technology

  • B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  • C. Management, control and prediction of the end-to-end performance and capacity of the
    live,operational IT services

  • D. Future business requirements for IT services are quantified, designed, planned and implemented
    in a timely fashion

Question 142 of 200

Medal-premium 1

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT
services, the IT service provider can always provide minimum agreed business-related service levels?

Select one of the following:

  • A. Change management

  • B. IT service continuity management

  • C. Financial management for IT services

  • D. Service catalog management

Question 143 of 200

Medal-premium 1

Which one of the following is the BEST description of a service request?

Select one of the following:

  • A. A request from a user for information, advice or for a standard change

  • B. Anything that the customer wants and is prepared to pay for

  • C. Any request or demand that is entered by a user via a self-help web-based interface

  • D. Any request for change (RFC) that is low-risk and which can be approved by the change manager
    without a change advisory board (CAB) meeting

Question 144 of 200

Medal-premium 1

Which process is involved in monitoring an IT service and detecting when the performance drops
below acceptable limits?

Select one of the following:

  • A. Service asset and configuration management

  • B. Event management

  • C. Service catalogue management

  • D. Problem management

Question 145 of 200

Medal-premium 1

Which one of the following do major incidents require?

Select one of the following:

  • A. Separate procedures

  • B. Less urgency

  • C. Longer timescales

  • D. Less documentation

Question 146 of 200

Medal-premium 1

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Select one of the following:

  • A. To decide how IT will engage with suppliers during the service lifecycle

  • B. To proactively prevent all outages to IT services

  • C. To design and build processes that will meet business needs

  • D. To deliver and manage IT services at agreed levels to business users and customers

Question 147 of 200

Medal-premium 1

In terms of adding value to the business, which one of the following describes service operations
contribution?

Select one of the following:

  • A. The cost of the service is designed, predicted and validated

  • B. Measures for optimization are identified

  • C. Service value is modeled

  • D. Service value is visible to customers

Question 148 of 200

Medal-premium 1

Which one of the following are the two primary elements that create value for customers?

Select one of the following:

  • A. Value on investment (VOI) and return on investment (ROI)

  • B. Customer and user satisfaction

  • C. Service requirements and warranty

  • D. Resources and capabilities

Question 149 of 200

Medal-premium 1

Which one of the following statements BEST describes a definitive media library (DML)?

Select one of the following:

  • A. A secure location where definitive hardware spares are held

  • B. A secure library where definitive authorized versions of all media configuration items (CIs)
    arestored and protected

  • C. A database that contains definitions of all media CIs

  • D. A secure library where definitive authorized versions of all software and back-ups are stored and
    protected

Question 150 of 200

Medal-premium 1

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Select one of the following:

  • A. Service level agreements (SLAs)

  • B. Third-party contracts

  • C. The service portfolio

  • D. Operational level agreements (OLAs)

Question 151 of 200

Medal-premium 1

Which one of the following is NOT a responsibility of the service transition stage of the service
lifecycle?

Select one of the following:

  • A. To ensure that a service can be managed and operated in accordance with constraints specified
    during design

  • B. To design and develop capabilities for service management

  • C. To provide good-quality knowledge and information about services

  • D. To plan the resources required to manage a release

Question 152 of 200

Medal-premium 1

Which of the following are managed by facilities management?
1. Hardware within a data center or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites

Select one of the following:

  • A. 1, 2 and 3 only

  • B. All of the above

  • C. 1, 3 and 4 only

  • D. 1 and 3 only

Question 153 of 200

Medal-premium 1

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Select one of the following:

  • A. Service design

  • B. Service transition

  • C. Continual service improvement

  • D. Service operation

Question 154 of 200

Medal-premium 1

Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

Select one of the following:

  • A. 1, 2 and 3 only

  • B. 1, 3 and 4 only

  • C. 2, 3 and 4 only

  • D. All of the above

Question 155 of 200

Medal-premium 1

Which one of the following is the BEST definition of reliability?

Select one of the following:

  • A. The availability of a service or component

  • B. The level of risk that affects a service or process

  • C. How long a service or configuration item (CI) can perform its function without failing

  • D. How quickly a service or component can be restored to normal working order

Question 156 of 200

Medal-premium 1

Which one of the following is NOT the responsibility of service catalogue management?

Select one of the following:

  • A. Ensuring that information in the service catalogue is accurate

  • B. Ensuring that service level agreements are maintained

  • 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

Question 157 of 200

Medal-premium 1

Which one of the following is an objective of release and deployment management?

Select one of the following:

  • 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 the overall business risk of change is optimized

  • D. To define and agree release and deployment plans with customers and stakeholders

Question 158 of 200

Medal-premium 1

Which one of the following statements is CORRECT?

Select one of the following:

  • A. The configuration management system is part of the known error database

  • B. The service knowledge management system is part of the configuration management system

  • C. The configuration management system is part of the service knowledge management system

  • D. The configuration management system is part of the configuration management database

Question 159 of 200

Medal-premium 1

Implementation of ITIL service management requires the preparation and planning of the effective
and efficient use of "the four Ps." What are these four Ps?

Select one of the following:

  • A. People, process, partners, performance

  • B. Performance, process, products, problems

  • C. People, process, products, partners

  • D. People, products, perspective, partners

Question 160 of 200

Medal-premium 1

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

Select one of the following:

  • A. 1, 2 and 4 only

  • B. 1, 2 and 3 only

  • C. 2, 3 and 4 only

  • D. 1, 3 and 4 only

Question 161 of 200

Medal-premium 1

What is the BEST description of an operational level agreement (OLA)?

Select one of the following:

  • A. An agreement between the service provider and another part of the same organization

  • B. An agreement between the service provider and an external organization

  • C. A document that describes to a customer how services will be operated on a day-to-day basis

  • D. A document that describes business services to operational staff

Question 162 of 200

Medal-premium 1

Which one of the following generates demand for services?

Select one of the following:

  • A. Infrastructure trends

  • B. Patterns of business activity (PBA)

  • C. Cost of providing support

  • D. Service level agreements (SLA)

Question 163 of 200

Medal-premium 1

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

Select one of the following:

  • 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

Question 164 of 200

Medal-premium 1

Which one of the following is the BEST definition of an event?

Select one of the following:

  • A. Any change of state that has significance for the management of a configuration item (CI) or IT
    service

  • B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  • C. The unknown cause of one or more incidents that have an impact on an IT service

  • D. Reducing or eliminating the cause of an incident or problem

Question 165 of 200

Medal-premium 1

Which one of the following is the BEST description of the purpose of the service operation stage of
the service lifecycle?

Select one of the following:

  • A. To decide how IT will engage with suppliers during the service lifecycle

  • B. To proactively prevent all outages to IT services

  • C. To design and build processes which will meet business needs

  • D. To deliver and manage IT services at agreed levels to business users and customers

Question 166 of 200

Medal-premium 1

Which one of the following is the BEST description of a major incident?

Select one of the following:

  • A. An incident which is so complex that it requires root cause analysis before a workaround can be
    found

  • B. An incident which requires a large number of people to resolve

  • C. An incident logged by a senior manager

  • D. An incident which has a high priority or a high impact on the business

Question 167 of 200

Medal-premium 1

Which of the following availability management activities is/are considered to be proactive as opposed
to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution

Select one of the following:

  • A. None of the above

  • B. Both of the above

  • C. 1 only

  • D. 2 only

Question 168 of 200

Medal-premium 1

Which one of the following would NOT involve event management?

Select one of the following:

  • A. Intrusion detection

  • B. Recording and monitoring environmental conditions in the data center

  • C. Recording service desk staff absence

  • D. Monitoring the status of configuration items

Question 169 of 200

Medal-premium 1

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this
type of SLA?

Select one of the following:

  • A. Customer level

  • B. Service level

  • C. Corporate level

  • D. Configuration level

Question 170 of 200

Medal-premium 1

Which processes are responsible for the regular review of underpinning contracts?

Select one of the following:

  • A. Supplier management and service level management

  • B. Supplier management and change management

  • C. Availability management and service level management

  • D. Supplier management and availability management

Question 171 of 200

Medal-premium 1

Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?

Select one of the following:

  • A. Service level management

  • B. Change management

  • C. Incident management

  • D. Service asset and configuration management

Question 172 of 200

Medal-premium 1

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

Select one of the following:

  • A. Act

  • B. Plan

  • C. Do

  • D. Co-ordinate

Question 173 of 200

Medal-premium 1

Which one of the following is the BEST description of a service level agreement (SLA)?

Select one of the following:

  • 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

Question 174 of 200

Medal-premium 1

Which of the following is an objective/are objectives of the service strategy stage of the service
lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

Select one of the following:

  • A. 1 only

  • B. 2 only

  • C. 3 only

  • D. All of the above

Question 175 of 200

Medal-premium 1

In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

Select one of the following:

  • A. Both of the above

  • B. Neither of the above

  • C. Option 1 only

  • D. Option 2 only

Question 176 of 200

Medal-premium 1

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Select one of the following:

  • 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 customers of that service

Question 177 of 200

Medal-premium 1

Which one of the following activities would be performed by access management?

Select one of the following:

  • A. Providing physical security for staff at data centers and other buildings

  • B. Managing access to computer rooms and other secure locations

  • C. Managing access to the service desk

  • D. Managing the rights to use a service or group of services

Question 178 of 200

Medal-premium 1

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Select one of the following:

  • A. Event management, incident management, problem management, request fulfillment, and access
    management

  • B. Event management, incident management, change management, and access management

  • C. Incident management, problem management, service desk, request fulfillment, and event
    management

  • D. Incident management, service desk, request fulfillment, access management, and
    eventmanagement

Question 179 of 200

Medal-premium 1

Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

Select one of the following:

  • A. All of the above

  • B. 1, 2 and 3 only

  • C. 2 and 4 only

  • D. 3 and 4 only

Question 180 of 200

Medal-premium 1

Who is responsible for defining metrics for change management?

Select one of the following:

  • A. The change management process owner

  • B. The change advisory board (CAB)

  • C. The service owner

  • D. The continual service improvement manager

Question 181 of 200

Medal-premium 1

Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration
management

Select one of the following:

  • A. 1, 2 and 3 only

  • B. All of the above

  • C. 1, 2 and 4 only

  • D. 3 and 4 only

Question 182 of 200

Medal-premium 1

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of
the service lifecycle?

Select one of the following:

  • A. Service operation

  • B. Service transition

  • C. Continual service improvement

  • D. Service strategy

Question 183 of 200

Medal-premium 1

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the
principles defined in the vision'?

Select one of the following:

  • A. Where are we now?

  • B. Where do we want to be?

  • C. How do we get there?

  • D. Did we get there?

Question 184 of 200

Medal-premium 1

Which of the following processes contributes MOST to quantifying the financial value of IT services to
the business?

Select one of the following:

  • A. Service level management

  • B. Financial management

  • C. Demand management

  • D. Risk management

Question 185 of 200

Medal-premium 1

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Select one of the following:

  • 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

Question 186 of 200

Medal-premium 1

Which of the following is NOT a source of best practice?

Select one of the following:

  • A. Standards

  • B. Technology

  • C. Academic research

  • D. Internal experience

Question 187 of 200

Medal-premium 1

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

Select one of the following:

  • A. Strategic service

  • B. Delivered service

  • C. Internal service

  • D. External service

Question 188 of 200

Medal-premium 1

What is the act of transforming resources and capabilities into valuable service better known as?

Select one of the following:

  • A. Service management

  • B. Incident management

  • C. Resource management

  • D. Service support

Question 189 of 200

Medal-premium 1

From the perspective of the service provider, who is the person or group that agrees their service
targets?

Select one of the following:

  • A. The user

  • B. The customer

  • C. The supplier

  • D. The administrator

Question 190 of 200

Medal-premium 1

Which of the following identifies the purpose of service transition planning and support?

Select one of the following:

  • A. Provide overall planning for service transitions and co-ordinate the resources they require

  • B. Ensure that all service transitions are properly authorized

  • C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and
    tracked

  • D. To define testing scripts to ensure service transitions are unlikely to ever fail

Question 191 of 200

Medal-premium 1

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

Select one of the following:

  • A. Change management

  • B. Capacity management

  • C. Service transition planning and support

  • D. Release management

Question 192 of 200

Medal-premium 1

Which of the following identifies the purpose of design coordination?

Select one of the following:

  • A. Provide a single point of control for all activities and processes within the service design stage of
    the lifecycle

  • B. Ensuring all service designs have availability designed into them

  • C. Designing of all the links between every service design process and all other processes in the
    service lifecycle

  • D. Control of all supplier relationships from design right through to the production environment

Question 193 of 200

Medal-premium 1

Which process has the following objective, 'Produce service design packages (SDPs) based on
service charters and change requests'?

Select one of the following:

  • A. Service transition planning and support

  • B. Design coordination

  • C. Service level management

  • D. Change management

Question 194 of 200

Medal-premium 1

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

Select one of the following:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Question 195 of 200

Medal-premium 1

Which role is accountable for the operational management of a process?

Select one of the following:

  • A. Process practitioner

  • B. Process manager

  • C. Service manager

  • D. Change manager

Question 196 of 200

Medal-premium 1

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

Select one of the following:

  • A. Both of the above

  • B. 1 only

  • C. Neither of the above

  • D. 2 only

Question 197 of 200

Medal-premium 1

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

Select one of the following:

  • A. 1 only

  • B. Both of the above

  • C. 2 only

  • D. Neither of the above

Question 198 of 200

Medal-premium 1

Which of the following is NOT an objective of request fulfillment?

Select one of the following:

  • A. To provide information to users about what services are available and how to request them

  • B. To update the service catalogue with services that may be requested through the service desk

  • C. To provide a channel for users to request and receive standard services

  • D. To source and deliver the components of standard services that have been requested

Question 199 of 200

Medal-premium 1

Which process would you MOST expect to be involved in the management of under pinning
contracts?

Select one of the following:

  • A. Change management

  • B. Service catalogue management

  • C. Supplier management

  • D. Release and deployment management

Question 200 of 200

Medal-premium 1

Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

Select one of the following:

  • A. 1 and 2 only

  • B. 3 only

  • C. 1 and 3 only

  • D. All of the above

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Diego Alejandro 8862
Quiz by , created about 1 year ago

ITIL

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Diego Alejandro 8862
Created by Diego Alejandro 8862 about 1 year ago
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