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Service Management as a Practive

Terms in this set (206)

Good Practices come from
*Public Framework, ISO Standards/laws/regulatins, Industry Practices, Academic research, Training and Education/ Internal experience
Is ITIL owned by a company
No it's non-proprietary model
Will companies that use ITIL be aligned with be ready for ISO/IEC 20000
yes
Which of the following can include steps that will help to resolve an Incident?
1. Incident Model
2. Known Error Record

A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: C
Which of the following statements about Service Asset and Configuration Management is/are CORRECT?
1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
C
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
A. 1, 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 4 only
A
Which of the following is MOST concerned with the design of new or changed services?
A. Change Management
B. Service Transition
C. Service Strategy
D. Service Design
D
Which of the following is a responsibility of Supplier Management?
A. Development, negotiation and agreement of Service Level Agreements (SLAs)
B. Development, negotiation and agreement of contracts
C. Development, negotiation and agreement of the Service Portfolio
D. Development, negotiation and agreement of Operational Level Agreements (OLAs)
B
Which of the following activities are carried out in the "Where do we want to be?" step of the Continual
Service Improvement (CSI) Model?
A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets
D
QUESTION 8
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
A
Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
A
Which of the following is concerned with fairness and transparency?
A. Capacity Management
B. Governance
C. Service Design
D. Service Level Management
B
Which Problem Management activity helps to ensure that the true nature of the problem can be easily
traced and meaningful management information can be obtained?
A. Categorization
B. Diagnosis
C. Prioritization
D. Closure
A
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of new or changed services
C. The design of Market Spaces
D. The design of the technology architectures
C
A known error has been created after diagnosis of a problem was complete but before a workaround has
been found. Is this a valid approach?
6
A. Yes: for ease of management, a known error record can be created at any time it is prudent to do so
B. No: a known error record must only be created after a workaround has been found
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
A
Which process would you MOST expect to be involved in the management of Underpinning Contracts?
A. Change Management
B. Service Catalogue Management
C. Supplier Management
D. Release and Deployment Management
C
Within Service Design, what is the key output handed over to Service Transition?
A. Measurement, methods and metrics
B. Service Design Package
C. Service Portfolio Design
D. Process definitions
B
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Service Level Manager
C. The Customer
D. The Finance department
A
IT Service Continuity strategy should be based on:
1. Design of the service metrics
2. Business continuity strategy
3. Business Impact Analysis
4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
7
D. 1, 3 and 4 only
C
Access Management is closely related to which other process?
A. Capacity Management only
B. 3rd line support
C. Information Security Management
D. Change Management
C
What are the publications that provide guidance specific to industry sectors and organization types known
as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
B
Availability Management is directly responsible for the availability of which 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
A
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
C
Which of the following are managed by facilities management?
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1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1,3 and 4 only
D. 1and 3 only
C
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
A
Which one of the following is the BEST definition of the term service management?
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
A
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
D
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Requestfulfillment
B
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
A. 1, 2 and 4 only
B. 2, 3 and 4 only
A
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be
expected of them?
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
C
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?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
D
Which one of the following is NOT an objective of problem management?

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
D
Which one of the following includes four stages called Plan, Do, Check and Act?
A. The Deming cycle
B. The continual service improvement approach
C. The seven-step improvement process
D. The service lifecycle
A
Which one of the following does service metrics measure?
A. Functions
B. Maturity and cost
C. The end-to-end service
D. Infrastructure availability
C
Which one of the following is the BEST definition of reliability?
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
C
Which one of the following is NOT the responsibility of service catalogue management?
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
B
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration
management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
D
Which one of the following statements is CORRECT?
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
C
Which one of the following is NOT part of the service design stage of the service lifecycle?
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
A
Which one of the following is concerned with policy and direction?
A. Capacity management
B. Governance
C. Service design
D. Service level management
B
Implementation of IT1L service management requires the preparation and planning of the effective and
efficient use of "the four Ps."
What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
C
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
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
C
What is the BEST description of an operational level agreement (OLA)?
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
A
Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
B
Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value 13
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue
B
Which one of the following is the BEST definition of an event?
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
A
Which one of the following activities does application management perform?
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
B
Which one of the following is the BEST description of the purpose of the service operation stage of the
service lifecycle?
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
D
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can befound
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
D
Which statement about the emergency change advisory board (ECAB) is CORRECT?
A. The ECAB considers every high priority request for change
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT director
C
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
A. None of the above
B. Both of the above
C. 1 only
D. 2 only
D
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
A. 1 only
B. 2 and 3 only f
C. 1, 2 and 4 only
D. All of the above
D
Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items
C
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
C
Which one of the following statements about incident reporting and logging is CORRECT?
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
B
Which process is responsible for ensuring that appropriate testing takes place?
A. Knowledge management
B. Release and deployment management
C. Service asset and configuration management
D. Service level management
B
In which core UIL publication can you find detailed descriptions of service catalogue management,
information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
B
Which one of the following is the CORRECT set of steps for the continual service improvement approach?

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?
D
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of
SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
D
Which processes are responsible for the regular review of underpinning contracts?
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
A
Which one of the following functions would be responsible for the management of a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
D
Which process is responsible for sourcing and delivering components of requested standard services?
A. Requestfulfillment
B. Service portfolio management
C. Service desk
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D. IT finance
A
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
D
Which one of the following is NOT a valid purpose or objective of problem management?
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
C
Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
D
Which one of the following is NOT an aim of the change management process?
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
D
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
A. 1 only
B. 2 only
C. 3 only
D. All of the above
D
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
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
A
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
A
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an
organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
A
Which one of the following do technology metrics measure?

A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
A
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service
D
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
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
D
What is the objective of Access Management?
A. To Provide physical security for staff at data centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To Manage access to the service desk
D. To Manage the rights to use a service or group of services
D
Which one of the following provides the CORRECT list of processes within the service operation stage of
the service lifecycle?
A. Event management, incident management, problem management, requestfulfillment, and 20
access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, requestfulfillment, and event management
D. Incident management, service desk, requestfulfillment, access management, and event management
A
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
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
B
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
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
D
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
A
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
C
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
D
Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
D
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
A. 1,2 and 3 only
B. All of the above
C. 1,2 and 4 only
D. 3 and 4 only
A
Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change 22
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
A
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
A
At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
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
A
Which process is involved in monitoring an IT service and detecting when the performance drops below
acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
B
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
A
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?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
D
Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
C
Which one of the following is the purpose of service level management?
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
D
Which one of the following is the BEST description of a relationship in service asset and configuration
management?
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
B
Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
B
Which one of the following is the BEST description of a service level agreement (SLA)?
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
D
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
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
D
In terms of adding value to the business, which one of the following describes service operation s
contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value ismodeled
D. Service value is visible to customers
D
Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
D
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
A. 1 and 2 only
B. 2 and 3 only C
C. 1 and 3 only
D. All of the above
B
Which one of the following statements BEST describes a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored
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
B
What is the name of the group that should review changes that must be implemented faster than the
normal change process?
A. Technical management
B. Emergency change advisory board
C. Urgent change board
D. Urgent change authority
B
Which one of the following is it the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
B
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
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
B
Which process is responsible for discussing reports with customers showing whether services have met
their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
C
What type of improvement should be achieved by using the Deming Cycle?
A. Rapid, one-off improvement
B. Return on investment within 12 months
C. Quick wins
D. Steady, ongoing improvement
D
What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities
D
"Planning and managing the resources required to deploy a release into production" is a purpose of which
part of the Service Lifecycle?
27
A. Service Operation
B. Service Strategy
C. Service Transition
D. Continual Service Improvement
C
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand Management
B. Incident Management
C. Release and Deployment Management
D. Request Fulfilment
D
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements
are all activities associated with which part of the service lifecycle?
A. Service Operation
B. Capacity Management
C. Service Design
D. Availability Management
A
Which of the following functions would be responsible for management of a data centre?
A. Technical Management
B. Service Desk
C. Applications Management
D. Facilities Management
D
Which of the following BEST describes a Problem?
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
D
Event Management, Problem Management, Access Management and Request Fulfilment are part of which
stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
C
Which of the following could BEST be described as "A decision support and planning tool that projects the
likely consequences of a business action"?
A. A problem model
B. A Service Improvement Plan (SIP)
C. A Request for Change (RFC)
D. A business case
D
Which stage of the Change Management process deals with what should be done if the change is
unsuccessful?
A. Remediation Planning
B. Categorization
C. Prioritization
D. Review and Close
A
Hierarchic escalation is best described as?
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
A
Which of the following statements about processes is INCORRECT?
A. They are units of organizations
B. They are measurable
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C. They deliver specific results
D. They respond to specific events
A
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level
D. The terms and conditions in an IT outsource contract
A
Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
B
Which of the following are objectives of Service Design?
1. Design services to satisfy business objectives
2. Identify and manage risk
3. Design effective and efficient processes
4. Design a secure and resilient IT infrastructure
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
D
A Process Owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Performing all activities involved in a process
30
A. 1, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
C
Which of the following is the BEST description of a centralised Service Desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations
are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
D
The information that is passed to Service Transition to enable the implementation of a new service is called
what?
A. A Service Level Package
B. A Service Transition Package
C. A Service Design Package
D. A New Service Package
C
Which of the following is NOT a valid objective of Problem Management?
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
C
Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. A person that provides formal authorisation for a particular type of change.
C. A role, person or a group of people that provides formal authorisation for a particular type of change.
D. The Change Manager who provides formal authorisation for each change 31
C
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A. Service Level Management
B. Service Portfolio Management
C. Request Fulfilment
D. Demand Management
C
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
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
A
In terms of adding value to the business, which of the following describes Service Operation's contribution?
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 actually seen by customers
D
What are the three Service Provider business models?
A. Internal Service provider, Outsourced 3rd party and Off-shore party
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, External Service provider, Outsourced 3rd Party
D. Internal Service provider, External Service provider, Shared Service Provider
D
A configuration model can be used to help
32
1. Assess the impact and cause of incidents and problems
2. Assess the impact of proposed changes
3. Plan and design new or changed services
4. Plan technology refresh and software upgrades
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
B
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and
processes required to deliver and manage services at agreed levels to business users and customers?
A. Continual Service Improvement
B. Service Transition
C. Service Design
D. Service Operation
D
Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
B
Which of the following is the BEST definition of a Risk?
A. Something that will not happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
D
Which of the following would commonly be in a contract underpinning an IT service?
1. Marketing information
2. Contract description and scope
33
3. Responsibilities and dependencies
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. None of the above
C
Which of the following are included within Release and Deployment Models?
1. Roles and responsibilities
2. Template release and deployment schedules
3. Supporting systems, tools and procedures
4. Handover activities and responsibilities
A. 1, 2 and 3 only
B. 2, 3 and 4 only
C. All of the above
D. 1 and 4 only
C
Which Functions are included in IT Operations Management?
A. Network Management and Application Management
B. Technical Management and Change Management
C. IT Operations Control and Facilities Management
D. Facilities Management and Release Management
C
Major Incidents require:
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
A
Which of the following models would be MOST useful in helping to define an organizational structure?
A. RACI model
B. Service model
34
C. Continual Service Improvement (CSI) model
D. The Deming Cycle
A
What are the three types of metrics that an organization should collect to support Continual Service
Improvement (CSI)?
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
D
Which of these recommendations is good 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
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
D
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a
service can be minimized if all aspects of the service, the processes and the technology are considered
during development'?
A. Service Design
B. Service Strategy
C. Service Operation
D. Continual Service Improvement
A
Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and
Partners"?
A. Suppliers, manufacturers and vendors
B. Customers
C. Internal departments
D. The Facilities Management function
A
Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence
in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI
4. Decision on implementation of further enhancements
A. 3-1-2-4
B. 3-4-2-1
C. 1-3-2-4
D. 2-3-4-1
A
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
A. 2, 3 and 4 only
B. 1, 3 and 4 only
C. 1, 2 and 3 only
D. All of the above
D
Which of the following would BEST be used to record all third party contract details together with details of
the type of services each contractor provides?
A. An underpinning contract
B. A Configuration Management Database (CMDB)
C. A Supplier and Contracts Database (SCD)
D. An asset register
C
What is the Service Pipeline?
A. All services that are at a conceptual or development stage
B. All services except those that have been retired
C. All services that are contained within the Service Level Agreement (SLA) 36
D. All complex multi-user services
A
Understanding customer usage of services and how this varies over time is part of which process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
D
Which of these is the BEST description of a release unit?
A. The portion of a service or IT infrastructure that is normally released together
B. The smallest part of a service or IT infrastructure that can be independently changed
C. The portion of a service or IT infrastructure that is changed by a particular release
D. A metric for measuring the effectiveness of the Release and Deployment Management process
A
Which types of communication would the functions within Service Operation use?
1. Communication between Data Centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
D
What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfilment and Access
Management
B. Event Management, Incident Management, Change Management and Access Management
C. Incident Management, Problem Management, Service Desk, Request Fulfilment and Event
Management
D. Incident Management, Service Desk, Request Fulfilment, Access Management and Event 37
Management
A
Which of the following are benefits to the business of implementing Service Transition?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
C
Which of the following are objectives of Supplier Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
A
Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
C
Which of the following are valid parts of the Service Portfolio?
1. Service Pipeline
2. Service Knowledge Management System (SKMS)
3. Service Catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
C
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
A. Facilities Management
B. Access Management
C. Request Fulfilment
D. Service Asset and Configuration Management
D
Which of the following is NOT an objective of the Operations Management function?
A. Swift application of skills to diagnose any IT Operations failures that occur
B. Delivering improvements to achieve reduced costs
C. First line Incident investigation and diagnosis logged by users
D. Maintenance of status quo to achieve stability of day to day processes and activities
C
The addition, modification or removal of an authorized, planned or supported service or service component
and its associated documentation is a definition of what?
A. A Service Change
B. A Change Model
C. A Pre-approved Change
D. A Change Advisory Board
A
A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
B
What is Reliability a measure of?
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 component can perform its function without failing
D. How quickly a service or component can be restored to normal working
C
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST
CORRECT?
A. The Service Catalogue only has information about services that are live, or being prepared for
deployment; the Service Portfolio only has
information about services which are being considered for future development
B. The Service Catalogue has information about all services; the Service Portfolio only has information
about services which are being considered for future development
C. The Service Portfolio has information about all services; the Service Catalogue only has information
about services which are live, or being prepared for deployment
D. Service Catalogue and Service Portfolio are different names for the same thing
C
Where should the definitive authorized versions of all media Configuration Items(CIs) be stored and
protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
A
Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
40
B. Planning the steps required to be taken if a Change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
B
Which is the BEST definition of a Configuration Item (CI)?
A. An item of hardware or software registered in the asset database
B. A collection of information used to describe a hardware or software item
C. An asset, service component or other item that is, or will be, under the control of Configuration
Management
D. Information recorded by the Service Desk when an Incident is reported
C
Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data
C
When can a Known Error record be raised?
1. At any time it would be useful to do so
2. After the permanent solution has been implemented
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
B
Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. Diagnostic scripts and tools
A. 1, 2 and 3 only
41
B. 1, 2 and 4 only
C. 2, 3 and 4 only
D. All of the above
D
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are
both elements of what larger entity?
A. The Asset Register
B. The Service Knowledge Management System
C. The Known Error Database
D. The Information Management System
B
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational Level Agreement (OLA)
B. Capacity Plan
C. Service Level Agreement (SLA)
D. SLA Monitoring Chart (SLAM)
D
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
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
B
What is the BEST description of a Major Incident?
A. An Incident that 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 high impact on the business 42
D
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
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
B
Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB) What are these BEST described as?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
D
Identify the input to the Problem Management process.
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
C
The consideration of value creation is a principle of which stage of the Service Lifecycle?
A. Continual Service Improvement
B. Service Strategy
C. Service Design
D. Service Transition
B
How many people should be accountable for a process as defined in the RACI model?
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
B
Which of the following statements about the Service Owner is INCORRECT?
A. Carries out the day-to-day monitoring and operation of the service they own
B. Contributes to continual improvement affecting the service they own
C. Is a stakeholder in all of the IT processes which support the service they own
D. Is accountable for a specific service within an organization
A
What body exists to support the authorisation of changes and to assist Change Management in the
assessment and prioritization of changes?
A. The Change Authorisation Board
B. The Change Advisory Board
C. The Change Implementer
D. The Change Manager
B
What type of baseline captures the structure, contents and details of the infrastructure and represents a
set of items that are related to each other?
A. Configuration Baseline
B. Project Baseline
C. Change Baseline
D. Asset Baseline
A
Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these
'Four Ps'?
A. People, Products, Partners, Profit
B. People, Process, Products, Partners
C. Potential, Preparation, Performance, Profit
D. People, Potential, Products, Performance
B
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of
what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
B
Which statement should NOT be part of the value proposition for Service Design?
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
D
What are Request Models used for?
A. Assessing changes to understand their potential impact
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or
remote
D. Defining how common types of service requests should be processed
D
Where would you expect incident resolution targets to be documented?
A. A Service Level Agreement(SLA)
B. A Request for Change(RFC)
C. The Service Portfolio
A
Which of the following statements correctly states the relationship between urgency, priority and impact?
A. Impact, priority and urgency are independent of each other
B. Urgency should be based on impact and priority
C. Impact should be based on urgency and priority
D. Priority should be based on impact and urgency
D
Which of the following should be considered when designing measurement systems, methods and
metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2,3 and 4 only
D. All of the above
D
The goal of which process is: "To improve the quality of management decision making by ensuring that
reliable and secure information and data is available throughout the lifecycle"?
A. Knowledge Management
B. Availability Management
C. Service Asset and Configuration Management
D. Change Management
A
Which of these activities would commonly be performed by a Service Desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Diagnosing the root cause of problems
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
B
Which of the following is the CORRECT definition of a Release Unit?
A. A measurement of cost
B. A function described within Service Transition
C. The team of people responsible for implementing a release
D. The portion of a service or IT infrastructure that is normally released together
D
Which of the following provides the PRIMARY source of guidance on what needs to be protected by
Information Security Management?
A. IT Management
B. Service Desk Manager
C. Business Management
D. The Change manager
C
The BEST description of an Incident is:
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
B
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the
service lifecycle?
A. Service Operation
B. Service Transition
C. Continual Service Improvement
D. Service Strategy
C
What is IT Governance concerned with?

A. Measuring and improving the efficiency and effectiveness of IT processes
B. Ensuring that IT processes support the organization's strategies and objectives
C. Reducing the total cost of providing services to the business
D. Ensuring that targets documented in Service Level Agreements (SLAs) are met
B
Which process is responsible for managing relationships with vendors?
A. Change Management
B. Service Portfolio Management
C. Supplier Management
D. Continual Service Improvement
C
Service Transition contains detailed descriptions of which processes?
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
Fulfilment
A
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. ?
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)?
C
Which of the following statements BEST describes the aims of Release and Deployment Management?
A. To build, test and deliver the capability to provide the services specified by Service Design
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
A
"Service Management is a set of specialized organizational capabilities for providing value to customers in
the form of services". These specialized organizational capabilities include which of the following?
A. Applications and Infrastructure
B. Functions and Processes
C. Service Pipeline and Service Catalogue
D. Markets and Customers
B
In which of the following should details of a workaround be documented?
A. The Service Level Agreement (SLA)
B. The problem record
C. The Availability Management Information System
D. The IT service continuity plan
B
Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?
A. Technology, Customer, User
B. Corporate, Customer, Service
C. Corporate, Customer, Technology
D. Service, User, IT
B
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
A. 1 Plan, 2 Do, 3 Check, 4 Act
B. 3 Plan, 2 Do, 4 Check, 1 Act
C. 4 Plan, 3 Do, 1 Check, 2 Act
D. 2 Plan, 3 Do, 4 Check, 1 Act
C
Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
A. 1 only
B. 2 only
C. Both of the above
D. None of the above
C
Identifying possible future markets that the Service Provider could operate in
A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
A
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
D
Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management 50
D. To plan and manage the capacity and resource requirements to manage a release
B
Which Service Design process makes the most use of data supplied by Demand Management?
A. Service Catalogue Management
B. Service Level Management
C. IT Service Continuity Management
D. Capacity Management
D
Which of the following would a Major Problem Review examine?
1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
D
Understanding what to measure and why it is being measured are key contributors to which part of the
Service Lifecycle?
A. Service Strategy
B. Continual Service Improvement
C. Service Operation
D. Service Design
B
Which stage of the Continual Service Improvement (CSI) model 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'?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
B
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the
agreed and documented process?
A. The IT Director
B. The Process Owner
C. The Service Owner
D. The Customer
B
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