Quiz
ITIL For US
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Questions in this quiz (180)
1Which process or function is responsible for monitoring activities and events in the IT infrastructure?
- AService level management
- BIT operations management
- CCapacity management
- DIncident management
2Which of the following options is a hierarchy that is used in knowledge management?
- AWisdom - Information - Data - Knowledge
- BData - Information - Knowledge - Wisdom
- CKnowledge - Wisdom - Information - Data
- DInformation - Data - Knowledge - Wisdom
3At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
- AService design: Design the processes
- BService strategy: Develop the offerings
- CService transition: Plan and prepare for deployment
- DService operation: IT operations management
4Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
- AProprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
- BPublic frameworks are always cheaper to adopt
- CPublic frameworks are prescriptive and tell you exactly what to do
- DProprietary knowledge has been tested in a wide range of environments
5Which of the following is an objective of business relationship management?
- ATo identify patterns of business activity
- BTo ensure high levels of customer satisfaction
- CTo secure funding to manage the provision of services
- DTo ensure strategic plans for IT services exist
6The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
- APeople, process, partners, performance
- BPerformance, process, products, plans
- CPeople, process, products, partners
- DPeople, products, plans, partners
7Which of the following BEST describes service strategies value to the business?
- AAllows higher volumes of successful change
- BReduction in unplanned costs through optimized handling of service outages
- CReduction in the duration and frequency of service outages
- DEnabling the service provider to have a clear understanding of what levels of service will make their customers successful
8Which two processes will contribute MOST to enabling effective problem detection?
- AIncident and financial management
- BChange and release and deployment management
- CIncident and event management
- DKnowledge and service level management
9Which 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?
- AChange proposal
- BChange policy
- CService request
- DRisk register
10Why is it important for service providers to understand patterns of business activity (PBA)?
- APBA are based on organizational roles and responsibilities
- BIT service providers CANNOT schedule changes until they understand PBA
- CDemand for the services delivered by service providers are directly influenced by PBA
- DUnderstanding PBA is the only way to enable accurate service level reporting
11Which one of the following would NOT be defined as part of every process?
- ARoles
- BInputs and outputs
- CFunctions
- DMetrics
12Which process is responsible for managing relationships with vendors?
- AChange management
- BService portfolio management
- CSupplier management
- DContinual service improvement
13What are the categories of event described in the ITIL service operation book?
- AInformational, scheduled, normal
- BScheduled, unscheduled, emergency
- CInformational, warning, exception
- DWarning, reactive, proactive
14What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- AEmployers
- BStakeholders
- CRegulators
- DAccreditors
15Which 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- A1 and 2 only
- B2 and 3 only
- C1 and 3 only
- DAll of the above
16What is the name of the group that should review changes that must be implemented faster than the normal change process?
- ATechnical management
- BEmergency change advisory board
- CUrgent change board
- DUrgent change authority
17Which of the following is NOT an objective of service transition?
- ATo ensure that a service can be operated, managed and supported
- BTo provide training and certification in project management
- CTo provide quality knowledge and information about services and service assets
- DTo plan and manage the capacity and resource requirements to manage a release
18Which of the following types of service should be included in the scope of service portfolio manage- ment?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service- A1 and 3 only
- BAll of the above
- C1 and 2 only
- D2 and 3 only
19The BEST description of an incident is:
- AAn unplanned disruption of service unless there is a backup to that service
- BAn unplanned interruption to service or a reduction in the quality of service
- CAny disruption to service whether planned or unplanned
- DAny disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
20When 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- A2 only
- B1 only
- CNeither of the above
- DBoth of the above
21What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- AThe change authorization board
- BThe change advisory board
- CThe change implementer
- DThe change manager
22Which process is responsible for discussing reports with customers showing whether services have met their targets?
- AContinual service improvement
- BChange management
- CService level management
- DAvailability management
23What do customer perceptions and business outcomes help to define?
- AThe value of a service
- BGovernance
- CTotal cost of ownership (TCO)
- DKey performance indicators (KPIs)
24Which of the following are basic concepts used in access management?
- APersonnel, electronic, network, emergency, identity
- BRights, access, identity, directory services, service/service components
- CPhysical, personnel, network, emergency, service
- DNormal, temporary, emergency, personal, group
25Which of these statements about resources and capabilities is CORRECT?
- AResources are types of service asset and capabilities are not
- BResources and capabilities are both types of service asset
- CCapabilities are types of service asset and resources are not
- DNeither capabilities nor resources are types of service asset
26Within service design, what is the key output handed over to service transition?
- AMeasurement, methods and metrics
- BService design package
- CService portfolio design
- DProcess definitions
27What should a service always deliver to customers?
- AApplications
- BInfrastructure
- CValue
- DResources
28Which process is responsible for the availability, confidentiality and integrity of data?
- AService catalogue management
- BService asset and configuration management
- CChange management
- DInformation security management
29Availability management is directly responsible for the availability of which of the following?
- AIT services and components
- BIT services and business processes
- CComponents and business processes
- DIT services, components and business processes
30Which of the following BEST describes the purpose of access management?
- ATo provide a channel for users to request and receive standard services
- BProvides the rights for users to be able to use a service or group of services
- CTo prevent problems and resulting Incidents from happening
- DTo detect security events and make sense of them
31Which 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- AAll of the above
- B1 and 3 only
- C1 and 2 only
- D2 and 3 only
32Which one of the following includes four stages called Plan, Do, Check and Act?
- AThe Deming Cycle
- BThe continual service improvement approach
- CThe seven-step improvement process
- DThe service lifecycle
33The consideration of value creation is a principle of which stage of the service lifecycle?
- AContinual service improvement
- BService strategy
- CService design
- DService transition
34Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- AService level management
- BService portfolio management
- CRequest fulfilment
- DDemand management
35Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
- ASuppliers, manufacturers and vendors
- BCustomers
- CInternal departments
- DThe facilities management function
36Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
- AThe service level management
- BThe IT service continuity management
- CThe service catalogue management
- DThe supplier management
37The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
- AData
- BInformation
- CKnowledge
- DGovernance
38Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
- AA service option
- BA service transition package (STP)
- CA service design package (SDP)
- DA service charter
39Which 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- A1 and 2 only
- B1 and 3 only
- C2 and 3 only
- DAll of the above
40Which statement should NOT be part of the value proposition for Service Design?
- AReduced total cost of ownership
- BImproved quality of service
- CImproved Service alignment with business goals
- DBetter balance of technical skills to support live services
41Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
- AImplementing service and process improvements
- BReviewing measurements and metrics
- CCreating a baseline
- DDefining measurable targets
42Which one of the following can help determine the level of impact of a problem?
- ADefinitive media library (DML)
- BConfiguration management system (CMS)
- CStatement of requirements (SOR)
- DStandard operating procedures (SOP)
43The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
- ATraining in risk management for all staff and identification of risks
- BIdentification of risk, analysis and management of the exposure to risk
- CControl of exposure to risk and investment of capital
- DTraining of all staff and investment of capital
44Which of the following is an enabler of best practice?
- AStandards
- BTechnology
- CAcademic research
- DInternal experience
45Service 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"?
- AProfit
- BPreparation
- CProducts
- DPotential
46Which of the following is NOT one of the five individual aspects of service design?
- AThe design of the service portfolio, including the service catalogue
- BThe design of new or changed services
- CThe design of market spaces
- DThe design of the technology architectures
47Where would you expect incident resolution targets to be documented?
- AA service level agreement (SLA)
- BA request for change (RFC)
- CThe service portfolio
- DA service description
48Which 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- AAll of the above
- B1 and 3 only
- C1 and 2 only
- D2 and 3 only
49What are the categories of event described in the ITIL service operation book?
- AInformational, scheduled, normal
- BScheduled, unscheduled, emergency
- CInformational, warning, exception
- DWarning, reactive, proactive
50Which one of the following is concerned with policy and direction?
- ACapacity management
- BGovernance
- CService design
- DService level management
51Which 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- A1, 2 and 3 only
- B1, 3 and 4 only
- C2, 3 and 4 only
- DAll of the above
52Which of the following is the best definition of IT service management?
- AAn internal service provider that is embedded within a business unit
- BA complete set of all the documentation required to deliver world class services to customers
- CTechnical implementation of supporting IT infrastructure components
- DThe implementation and management of quality IT services that meet business needs
53Which of the following is service transition planning and support NOT responsible for?
- APrioritizing conflicts for service transition resources
- BCoordinating the efforts required to manage multiple simultaneous transitions
- CMaintaining policies, standards and models for service transition activities and processes
- DDetailed planning of the build and test of individual changes
54What are underpinning contracts used to document?
- AThe provision of IT services or business services by a service provider
- BThe provision of goods and services by third party suppliers
- CService levels that have been agreed between the internal service provider and their customer
- DMetrics and critical success factors (CSFs) for internal support teams
55In which document would you expect to see an overview of actual service achievements against targets?
- AOperational level agreement(OLA)
- BCapacity plan
- CService level agreement(SLA)
- DSLA monitoring chart(SLAM)
56Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
- AThe IT director
- BThe process owner
- CThe service owner
- DThe customer
57Which process is responsible for ensuring that appropriate testing takes place?
- AKnowledge management
- BRelease and deployment management
- CService asset and configuration management
- DService level management
58Which 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- ABoth of the above
- B1 only
- C2 only
- DNeither of the above
59Which of the following is the correct definition of an outcome?
- AThe results specific to the clauses in a service level agreement (SLA)
- BThe result of carrying out an activity, following a process or delivering an IT service
- CAll the accumulated knowledge of the service provider
- DAll incidents reported to the service desk
60Which process would ensure that utility and warranty requirements are properly addressed in service designs?
- AAvailability management
- BCapacity management
- CDesign coordination
- DRelease management
61What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- AEmployers
- BStakeholders
- CRegulators
- DAccreditors
62What 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. ?- AWhat is the return on investment (ROI)?
- BHow much did it cost?
- CHow do we keep the momentum going?
- DWhat is the value on investment (VOI)?
63Which statement about the emergency change advisory board (ECAB) is CORRECT
- AThe ECAB considers every high priority request for change (RFC)
- BAmongst the duties of the ECAB is the review of completed emergency changes
- CThe ECAB will be used for emergency changes where there may not be time to call a full CAB
- DThe ECAB will be chaired by the IT Director
64Which of the following BEST describes a problem?
- AAn issue reported by a user
- BThe cause of two or more incidents
- CA serious incident which has a critical impact to the business
- DThe cause of one or more incidents
65Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
- AInternal
- BExternal
- CService desk
- DShared services unit
66Which one of the following statements about incident reporting and logging is CORRECT?
- AIncidents can only be reported by users
- BIncidents can be reported by anyone who detects a disruption or potential disruption to normal service
- CAll calls to the service desk must be logged as incidents
- DIncidents reported by technical staff must also be logged as problems
67Which process is responsible for providing the rights to use an IT service?
- AIncident management
- BAccess management
- CChange management
- DRequest fulfillment
68What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- ABusiness services
- BComponent services
- CSupporting services
- DCustomer services
69Which 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- A2, 3 and 4 only
- B1, 3 and 4 only
- C1, 2 and 3 only
- DAll of the above
70The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
- AA change
- BA change model
- CA change request
- DA change advisory board
71Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels- AThe forward schedule of change
- BThe service portfolio
- CA configuration management database (CMDB)
- DThe service knowledge management system (SKMS)
72Which 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 fulfilment process- A1 only
- B2 and 3 only
- C1, 2 and 4 only
- DAll of the above
73Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- AEvent management, incident management, problem management, request fulfilment, and access management
- BEvent management, incident management, change management, and access management
- CIncident management, problem management, service desk, request fulfilment, and event management
- DIncident management, service desk, request fulfilment, access management, and event management
74With which process is problem management likely to share categorization and impact coding systems
- AIncident management
- BService asset and configuration management
- CCapacity management
- DIT service continuity management
75What guidance does ITIL give on the frequency of production of service reporting?
- AService reporting intervals must be defined and agreed with the customers
- BReporting intervals should be set by the service provider
- CReports should be produced weekly
- DService reporting intervals must be the same for all services
76Which one of the following does service metrics measure?
- AFunctions
- BMaturity and cost
- CThe end-to-end service
- DInfrastructure availability
77Which one of the following is NOT a valid purpose or objective of problem management?
- ATo prevent problems and resultant incidents
- BTo manage problems throughout their lifecycle
- CTo restore service to a user
- DTo eliminate recurring incidents
78Which process is responsible for low risk, frequently occurring, low cost changes?
- ADemand management
- BIncident management
- CRelease and deployment management
- DRequest fulfillment
79Which function or process would provide staff to monitor events in an operations bridge?
- ATechnical management
- BIT operations management
- CRequest fulfillment
- DApplications management
80Which of the following is NOT an objective of Continual Service Improvement?
- AReview and analyze Service Level Achievement results
- BIdentify activities to improve the efficiency of service management processes
- CImprove the cost effectiveness of IT services without sacrificing customer satisfaction
- DConduct activities to deliver and manage services at agreed levels to business users
81Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- ADo
- BPerform
- CImplement
- DMeasure
82Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers- AAll of the above
- B1 and 3 only
- C1 and 2 only
- D2 and 3 only
83From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- AUser
- BCustomer
- CSupplier
- DAdministrator
84Which process is responsible for sourcing and delivering components of requested standard services?
- ARequest fulfilment
- BService portfolio management
- CService desk
- DIT finance
85Which of the following is the best definition of service management?
- AThe ability to keep services highly available to meet the business needs
- BA set of specialized organizational capabilities for providing value to customers in the form of services
- CA complete set of all the documentation required to deliver world class services to customers
- DAn internationally recognized methodology to provide valuable services to customers
86Which of the following CANNOT be provided by a tool?
- AKnowledge
- BInformation
- CWisdom
- DData
87Which one of the following is the purpose of service level management?
- ATo carry out the service operations activities needed to support current IT services
- BTo ensure that sufficient capacity is provided to deliver the agreed performance of services
- CTo create and populate a service catalogue
- DTo ensure that an agreed level of IT service is provided for all current IT services
88Which one of the following activities does application management perform?
- ADefining where the vendor of an application should be located
- BEnsuring that the required functionality is available to achieve the required business outcome
- CDeciding who the vendor of the storage devices will be
- DAgreeing the service levels for the service supported by the application
89What is a RACI model used for?
- APerformance analysis
- BRecording configuration items
- CMonitoring services
- DDefining roles and responsibilities
90Which of the following statements MOST correctly identifies the scope of design coordination activities?
- AOnly changes that introduce new services
- BIt is mandatory that all changes are subject to design coordination activity
- COnly changes to business critical systems
- DAny change that the organization believes could benefit
91What is the PRIMARY process for strategic communication with the service provider's customers?
- AService catalogue management
- BService portfolio management
- CService desk
- DBusiness relationship management
92Which one of the following is NOT an aim of the change management process?
- ATo ensure the impact of changes are understood
- BTo ensure that changes are recorded and evaluated
- CTo ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
- DTo deliver and manage IT services at agreed levels to business users
93What are customers of IT services who work in the same organization as the service provider known as?
- AStrategic customers
- BExternal customers
- CValued customers
- DInternal customers
94Access management is closely related to which other process?
- ACapacity management only
- B3rd line support
- CInformation security management
- DChange management
95A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
- AYes: for information purposes, a known error record can be created at any time it is prudent to do so
- BNo: the Known Error should be created before the problem is logged
- CNo: a known error record is created when the original incident is raised
- DNo: a known error record should be created with the next release of the service
96Which 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- AAll of the above
- B1 and 3 only
- C1 and 2 only
- D2 and 3 only
97Which 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- A1 only
- B2 and 3 only
- C1, 2 and 4 only
- DAll of the above
98Which one of the following is the BEST description of a relationship in service asset and configuration management?
- ADescribes the topography of the hardware
- BDescribes how the configuration items (CIs) work together to deliver the services
- CDefines which software should be installed on a particular piece of hardware
- DDefines how version numbers should be used in a release
99Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices- AAll of the above
- B1 and 3 only
- C1 and 2 only
- D2 and 3 only
100Which 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.- A1 only
- B2 only
- CBoth of the above
- DNeither of the above
101Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer- A1, 3 and 4 only
- B2, 3 and 4 only
- C1, 2 and 4 only
- D1, 2 and 3 only
102In which of the following should details of a workaround be documented?
- AThe service level agreement (SLA)
- BThe problem record
- CThe availability management information system
- DThe IT service plan
103Which one of the following is NOT a characteristic of a process?
- AIt is measureable
- BIt delivers specific results
- CIt responds to specific events
- DIt structure an organization
104Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
- ATo ensure that a service managed and operated accordance with constraints specified during design
- BTo design and develop capabilities for service management
- CTo provide good-quality knowledge and information about services
- DTo plan the resources required to manage a release
105Which of the following BEST describes technical management?
- AA function responsibilities for facilities management and building control systems
- BA function that provides hardware repair services for technology involved in the delivery of service to customers
- CSenior managers responsibilities for all staff within the technical support function
- DA function that includes providing technical expertise and overall management of the IT infrastructure
106Which of the following is not a service desk type recognized in the service operation volume of ITIL?
- ALocal
- BCentralized
- COutsourced
- DVirtual
107What is the primary focus of the business management?
- AManagement, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- BReview of all capacity supplier agreements and underpinning contracts with supplier management
- CManagement, control and prediction of the end-to-end performance and capacity of the live, opera- tional IT services
- DFuture business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
108Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the
IT service provider can always provide minimum agreed business-related service levels?- AChange management
- BIT service continuity management
- CFinancial management for IT services
- DService catalog management
109Which one of the following is the BEST description of a service request?
- AA request from a user for information, advice or for a standard change
- BAnything that the customer wants and is prepared to pay for
- CAny request or demand that is entered by a user via a self-help web-based interface
- DAny request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
110Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
- AService asset and configuration management
- BEvent management
- CService catalogue management
- DProblem management
111Which one of the following do major incidents require?
- ASeparate procedures
- BLess urgency
- CLonger timescales
- DLess documentation
112What is the BEST description of the purpose of the service operation stage of the service lifecycle?
- ATo decide how IT will engage with suppliers during the service lifecycle
- BTo proactively prevent all outages to IT services
- CTo design and build processes that will meet business needs
- DTo deliver and manage IT services at agreed levels to business users and customers
113In terms of adding value to the business, which one of the following describes service operation s contribution?
- AThe cost of the service is designed, predicted and validated
- BMeasures for optimization are identified
- CService value is modeled
- DService value is visible to customers
114Which one of the following are the two primary elements that create value for customers?
- AValue on investment (VOI) and return on investment (ROI)
- BCustomer and user satisfaction
- CService requirements and warranty
- DResources and capabilities
115Which one of the following statements BEST describes a definitive media library (DML)?
- AA secure location where definitive hardware spares are held
- BA secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
- CA database that contains definitions of all media CIs
- DA secure library where definitive authorized versions of all software and back-ups are stored and protected
116Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
- APeople, process, partners, performance
- BPerformance, process, products, problems
- CPeople, process, products, partners
- DPeople, products, perspective, partners
117Which 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- A1, 2 and 4 only
- B1, 2 and 3 only
- C2, 3 and 4 only
- D1, 3 and 4 only
118What is the BEST description of an operational level agreement (OLA)?
- AAn agreement between the service provider and another part of the same organization
- BAn agreement between the service provider and an external organization
- CA document that describes to a customer how services will be operated on a day-to-day basis
- DA document that describes business services to operational staff
119Which one of the following generates demand for services?
- AInfrastructure trends
- BPatterns of business activity (PBA)
- CCost of providing support
- DService level agreements (SLA)
120Which one of the following is the BEST definition of an event?
- AAny change of state that has significance for the management of a configuration item (CI) or IT service
- BAn unplanned interruption to an IT service or a reduction in the quality of an IT service
- CThe unknown cause of one or more incidents that have an impact on an IT service
- DReducing or eliminating the cause of an incident or problem
121Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
- ATo decide how IT will engage with suppliers during the service lifecycle
- BTo proactively prevent all outages to IT services
- CTo design and build processes which will meet business needs
- DTo deliver and manage IT services at agreed levels to business users and customers
122Which one of the following is the BEST description of a major incident?
- AAn incident which is so complex that it requires root cause analysis before a workaround can be found
- BAn incident which requires a large number of people to resolve
- CAn incident logged by a senior manager
- DAn incident which has a high priority or a high impact on the business
123Which 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- ANone of the above
- BBoth of the above
- C1 only
- D2 only
124Which one of the following would NOT involve event management?
- AIntrusion detection
- BRecording and monitoring environmental conditions in the data center
- CRecording service desk staff absence
- DMonitoring the status of configuration items
125The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of
SLA?- ACustomer level
- BService level
- CCorporate level
- DConfiguration level
126Which processes are responsible for the regular review of underpinning contracts?
- ASupplier management and service level management
- BSupplier management and change management
- CAvailability management and service level management
- DSupplier management and availability management
127Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
- AService level management
- BChange management
- CIncident management
- DService asset and configuration management
128Which one of the following activities is NOT part of the Deming Cycle?
- AAct
- BPlan
- CDo
- DCo-ordinate
129Which one of the following is the BEST description of a service level agreement (SLA)?
- AThe part of a contract that specifies the responsibilities of each party
- BAn agreement between the service provider and an internal organization
- CAn agreement between a service provider and an external supplier
- DAn agreement between the service provider and their customer
130In 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- ABoth of the above
- BNeither of the above
- COption 1 only
- DOption 2 only
131Which one of the following is the BEST description of a service-based service level agreement (SLA)?
- AAn agreement with an individual customer group, covering all the services that they use
- BAn agreement that covers one service for a single customer
- CAn agreement that covers service specific issues in a multi-level SLA structure
- DAn agreement that covers one service for all customers of that service
132Which one of the following activities would be performed by access management?
- AProviding physical security for staff at data centers and other buildings
- BManaging access to computer rooms and other secure locations
- CManaging access to the service desk
- DManaging the rights to use a service or group of services
133Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- AEvent management, incident management, problem management, request fulfillment, and access management
- BEvent management, incident management, change management, and access management
- CIncident management, problem management, service desk, request fulfillment, and event management
- DIncident management, service desk, request fulfillment, access management, and event manage- ment
134Which 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- AAll of the above
- B1, 2 and 3 only
- C2 and 4 only
- D3 and 4 only
135Who is responsible for defining metrics for change management?
- AThe change management process owner
- BThe change advisory board (CAB)
- CThe service owner
- DThe continual service improvement manager
136Which 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- A1, 2 and 3 only
- BAll of the above
- C1, 2 and 4 only
- D3 and 4 only
137Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- AService operation
- BService transition
- CContinual service improvement
- DService strategy
138Which 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'?- AWhere are we now?
- BWhere do we want to be?
- CHow do we get there?
- DDid we get there?
139Which of the following is the BEST description of a service-based service level agreement (SLA)?
- AThe SLA covers one service, for all the customers of that service
- BThe SLA covers an individual customer group for all services they use
- CAn SLA that covers all customers for all services
- DAn SLA for a service with no customers
140Which of the following is NOT a source of best practice?
- AStandards
- BTechnology
- CAcademic-research
- DInternal-experience
141Which role is accountable for the operational management of a process?
- AProcess practitioner
- BProcess manager
- CService manager
- DChange manager
142Which 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- ABoth of the above
- B1 only
- CNeither of the above
- D2 only
143Which 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- A1 only
- BBoth of the above
- C2 only
- DNeither of the above
144Which of the following is NOT an objective of request fulfillment?
- ATo provide information to users about what services are available and how to request them
- BTo update the service catalogue with services that may be requested through the service desk
- CTo provide a channel for users to request and receive standard services
- DTo source and deliver the components of standard services that have been requested
145Which process would you MOST expect to be involved in the management of underpinning contracts?
- AChange management
- BService catalogue management
- CSupplier management
- DRelease and deployment management
146Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue- A1 and 2 only
- B3 only
- C1 and 3 only
- DAll of the above
147A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement- A2, 3 and 4 only
- B1, 2 and 4 only
- CNone of the above
- DAll of the above
148Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes- A1 and 2 only
- B2 and 3 only
- C1 and 3 only
- DNone of the above
149Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management- AAll of the above
- B3 and 4 only
- C2 and 4 only
- D2 only
150Remediation planning is BEST described in which of the following ways?
- APlanning how to recover the cost of a change
- BPlanning the steps required to be taken if a change is unsuccessful
- CPlanning how to compensate a user for a failed change
- DPlanning how to advise the change requestor of a failed change
151Which statement BEST represents the guidance on incident logging?
- AIncidents must only be logged if a resolution is not immediately available
- BOnly incidents reported to the service desk can be logged
- CAll incidents must be fully logged
- DThe service desk decide which incidents to log
152Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- ACategorization
- BDetection
- CPrioritization
- DEscalation
153Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
- AService level management
- BProblem management
- CChange management
- DEvent management
154What are the categories of events described in the ITIL service operation book?
- AInformational, scheduled, normal
- BScheduled, unscheduled, emergency
- CInformational, warning, exception
- DWarning, reactive, proactive
155Which of the following is the BEST description of a centralized service desk?
- AThe desk is co-located within or physically close to the user community it serves
- BThe desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- CThe desk provides 24 hour global support
- DThere is a single desk in one location serving the whole organization
156Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- AA capacity database
- BA definitive media library
- CA request for change
- DA known error database
157Which of the following would NOT be contained in a release policy?
- ANaming and numbering conventions
- BEntry and exit criteria of the release into testing
- CRoles and responsibilities for the release
- DThe risk register for the release
158Which reason describes why ITIL is so successful?
- AThe five ITIL volumes are concise
- BIt is not tied to any particular vendor platform
- CIt tells service providers exactly how to be successful
- DIt is designed to be used to manage projects
159What type of record should you raise when a problem diagnosis is complete and a workaround is available?
- AA service object
- BAn incident
- CA change
- DA known error
160Which two elements of financial management for IT services are mandatory?
- ABudgeting and charging
- BAccounting and charging
- CBudgeting and accounting
- DCosting and charging
161What is the primary focus of business capacity management?
- AManagement, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- BReview of all capacity supplier agreements and underpinning contracts with supplier management
- CManagement, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- DFuture business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
162Which statement about the service portfolio is TRUE?
- AThe service portfolio includes ail services except those managed by third parties
- BIt is an integral part of the service catalogue
- CIt allows the organization unlimited resources when planning for new service deployments
- DIt represents all resources presently engaged or being released in various stages of the service lifecycle
163Which of the following statements describes the objectives of service asset and configuration management?
1. To identify, control, report and verify service assets and configuration items (CIs)
2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance- A1 and 2 only
- B1, 2, and 3 only
- C1, 3 and 4 only
- DAll of the above
164Which stage of the change management process deals with what should be done if the change is unsuccessful?
- ARemediation planning
- BCategorization
- CPrioritization
- DReview and close
165Which of the following is MOST concerned with the design of new or changed services?
- AChange management
- BService transition
- CService strategy
- DService design
166Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA- A1 only
- B2 only
- CBoth of the above
- DNeither of the above
167Which of the following statement about the service owner is INCORRECT?
- ACarries out the day-to-day monitoring and operation of the service they own
- BContributes to continual improvement affecting the service they own
- CIs a stakeholder in all of the IT processes which support the service they own
- DIs accountable for a specific service within an organization
168Which Functions are included in IT operations management?
- ANetwork management and application management
- BTechnical management and change management
- CIT operations control and facilities management
- DFacilities management and release management
169Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
- AAvailability management
- BCapacity management
- CBusiness relationship management
- DService catalogue management
170What are the three service provider business models?
- AInternal service provider, outsourced 3rd party and off-shore party
- BInternal service operations provider, external service operations provider, shared service unit
- CInternal service provider, external service provider, outsourced 3rd party
- DInternal service provider, external service provider, shared service unit
171Which of the following statements MOST correctly identifies the scope of design coordination activities?
- AOnly changes that introduce new services are included
- BAll changes are mandated to be included
- COnly changes to business critical systems are included
- DAny changes that would benefit the organization are included
172Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes- AAll of the above
- B1 and 2 only
- C2 and 3 only
- D1 and 3 only
173Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special- A1 and 3 only
- BAll of the above
- C1 and 2 only
- D2 and 3 only
174What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
- AServiceability
- BAvailability
- CCapacity
- DContinuity
175Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record- A1 only
- B2 only
- CBoth of the above
- DNeither of the above
176Which types of communication would the functions within service operation use?
1. Communication between data center shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication- A1 only
- B2 and 3 only
- C1, 2 and 4 only
- DAll of the above
177Where would all the possible service improvement opportunities be recorded?
- ACSI register
- BKnown error database
- CCapacity management information system
- DConfiguration management database
178Which of the following statements correctly states the relationship between urgency, priority and impact?
- AImpact, priority and urgency are independent of each other
- BUrgency should be based on impact and priority
- CImpact should be based on urgency and priority
- DPriority should be based on impact and urgency
179Which of the following is NOT a benefit of using public frameworks and standards?
- AKnowledge of public frameworks is more likely to be widely distributed
- BThey are always free ensuring they can be implemented quickly
- CThey are validated across a wide range of environments making them more robust
- DThey make collaboration between organizations easier by giving a common language
180Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?
- AService strategy
- BService transition planning and support
- CService level management
- DChange management
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- Sean DeLuca
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