1.What is the first activity when implementing a release?

A. Designing and building a release

B. Testing a release

C. Compiling the release schedule

D. Communicating and preparing the release

2.Which of the following will complete the Four P's of Service Design?

1. Perspectives

2. Positioning

3. Plan

4. ???

A. People

B. Product

C. Patterns

D. Partners

3.Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?

A. Availability Manager

B. Incident Manager

C. Problem Manager

D. Service Level Manager

4.Changes are divided into categories.

What criterion defines a category for a change?

A. The consequences of the change such as limited, substantial, significant, etc.

B. The speed with which the change is made

C. The sequence in which the change is made

D. The Request for Change number that the change is assigned

5.Which form of outsourcing provides domain based business expertise?

A. Application Service Provision

B. Business Process Outsourcing

C. Knowledge Process Outsourcing

D. Co-Sourcing

6.What aspects would you not expect to see in a Service Level report designed for the customer?

A. The average utilization level of the Service Desk

B. The level of availability realized and the time not available per period

C. The percentage of incidents that was resolved within the target

D. The successful and reverted Changes during a specific period

7.Of which ITIL process are Reliability, Serviceability and Maintainability components?

A. IT Service Continuity Management

B. Service Level Management

C. Problem Management

D. Availability Management

8.The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. Which of the following are NOT responsibilities included In this role?

A. Produce and maintain all necessary Service Transition Packages

B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

D. Measuring the effectiveness and efficiency of the Service Design and supporting processes

9. Which of the following Roles is responsible for identifying opportunities for improvement?

1. Service Owner

2. Continual Service Improvement (CSI) Manager

3. Process Owner

a) 1 and 2 only

b) 1 and 3 only

c) All of the above

d) 2 and 3 only

10.The Information Security Policy should be available to which groups of people?

a) Senior business managers and all IT staff

b) Senior business managers, IT executives and the Security Manager

c) All customers, users and IT staff

d) Information Security Management staff only

11.Consider the following statements:

1. Service Transition provides guidance on moving new and changed services into production

2. Service Transition provides guidance on testing

3. Service Transition provides guidance on the transfer of services to or from an external service provider

Which of the above statements is CORRECT?

a) 1 and 2 only

b) 1 only

c) All of the above

d) 1 and 3 only

12.Which of the following is the CORRECT description of the Four P’s of Service Design?

a) A four step process for the design of effective Service Management

b) A definition of the people and products required for successful design

c) A set of questions that should be asked when reviewing design specifications

d) The four major areas that need to be considered in the design of effective Service Management

13.Which of the following would NOT be stored in the Definitive Media Library (DML)?

a) Master copies of software

b) Backups of application data

c) Software licenses

d) Master copies of controlled documentatio

14.“Warranty of a service” means which of the following?

a) The service is fit for purpose

b) There will be no failures in applications and infrastructure associated with the service

c) All service-related problems are fixed free of charge for a certain period of time

d) Customers are assured of certain levels of availability, capacity, continuity and security

15.Which of the following statements are NOT included in Access Management?

1. Verifying the identity of users requesting access to services

2. Setting the rights or privileges of systems to allow access to authorized users

3. Defining security policies for system access

4. Monitoring the availability of systems that users should have access to

a) 3 and 4 only

b) 1 and 3 only

c) 2 and 3 only

d) 1 and 2 only

16.Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

a) Facilitates clear communication and workflow practice across all parties involved in the CSI program

b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing

c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI

d) Provides a clear focus for matching the CSI processes to financial planning

17.Which of the following is the most appropriate approach to carrying out Service Operations?

a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure

b) Service Operations should maintain a balance between an internal IT view and an external business view

c) The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services

d) IT Operations does not take an internal or external view as they execute processes defined by Service Design

18. Service owner is responsible for which of the following?

a) Recommending improvements

b) Designing and documenting a Service

c) Carrying out the Service Operations activities needed to support a Service

d) Producing a balanced scorecard showing the overall status of all Services.

19.The main objective of Availability Management is?

a) To monitor and report availability of services and components

b) To ensure that all targets in Service Level Agreements (SLAs) are met

c) To guarantee availability levels for services and components

d) To ensure that service availability matches or exceeds the agreed needs of the business.

20.When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

a) Objectives, Metric, Desired outcome

b) Business Objectives, IT objectives, Process metrics

c) Desired outcome, Supplier metrics, IT objectives

d) People, Products, Technology

21.What does the Service V model represent?

a) A strategy for the successful completion of all Service Management projects

b) The path to Service Delivery and Service Support for efficient and effective utilization of resources

c) Levels of Configuration and testing required to deliver a Service Capability

d) The business perspective as perceived by the customer and the user of services

Answers:--> 1.c,2.c,3.a,4.a,5.c,6.a,7.d,8.b,9.c,10.c,11.c,12.d,13.b,14.d,15.a,16.d,17.b,18.a,19.d,20.b,21.b

22.Which of the following statements BEST describes the role of the Service Desk asthe single point of contact?a. All requests, such as incidents, Service Requests and Service Level Requirementsform users and customers must pass through the Service Desk.b. To provide a single point of contact to the users, an organization can only haveone centralized Service Desk.c. As a user I have one single point of contact for all incidents and Service Requestsbut other users in the organization may have other point of contact.d. The Service Desk is on offer for the users in an organization. But they are ofcourse allowed to contact anybody within the IT organization with their incidentsand Service Requests.

23.Which of the following is NOT an activity in the Change Management process?

a. Review the Request for Changeb. Plan updatesc. Change Designd. Assess and evaluate change

24. Which of the following are goals and objectives for the Service Level Management

process?

1. To provide and improve the relationship and communication with the businessand customers.2. To produce and maintain an appropriate and up-to-date Capacity Plan whichreflects the current and future needs of the business.3. To ensure that proactive measures to improve the levels of service delivered andimplemented.4. To support efficient and effective business and Service Management processes byproviding accurate information about assets.a. 1 onlyb. 1 and 3 onlyc. 1, 2 and 3 onlyd. All of the above

25. Which of the following goals are the primary goals for Service Operations?

1. To allow for changes and improvement.2. To design processes for the operation of IT services.3. To achieve effectiveness and efficiency in the delivery and support of services.4. To maintain stability.a. 3 onlyb. 3 and 4 onlyc. 1, 3 and 4 onlyd. All the above

26. Consider the following types of technological support of Service Management and

the corresponding descriptions.

A Technology-assistedB Technology-facilitatedC Technology-mediatedD Technology-generated (self-service)1. The Service Provider is represented entirely by technology.2. The Service Provider and the customer are not in physical proximity.3. Only the Service Provider has access to the technology.4. Both the Service Provider and the customer have access to the same technology.Which of the following pairings between roles and responsibilities is CORRECT?a. A-3, B-1, C-2 and D-4b. A-1, B-2, C-3 and D-4c. A-3, B-4, C-2 and D-1d. A-4, B-3, C-2 and D-1

27. Which of the following roles may be involved in the Continual Service Improvement

process?

1. The Continual Service Improvement Manager

2. The customer3. The Service Manager4. The Process Ownersa. 1 onlyb. 1 and 3 onlyc. 1, 3 and 4 onlyd. All of the above

28. Which of the following questions is NOT one of the 7 Rs that must be answered for

all changes as part of the impact assessment?

a. What RESOURCES are required to deliver the change?b. Who RAISED the change?c. What is the RELATIONSHIP between this change and other changes?d. Who is going to REVIEW the change when it has been implemented?

29. The BEST way to define the services in the Service Portfolio is to base the definitions

on:

a. The resources needed to deliver the service.b. The business outcome of the service.c. The capabilities needed to deliver the service.d. The composition of the service.

30. Which of the following statements is the CORRECT description of the ‘Act’ stage in

the Deming Cycle for quality improvement?

a. At this stage goals and measures are established.b. At this stage the implemented improvements are compared to the measures ofsuccess.c. At this stage it is determined to keep the status quo, close the gap or add necessaryresources.d. At this stage a project to close identified gaps is developed and implemented.

31. Which of the following questions helps identifying what a customer values?1. Who is our customer?2. Who depends on our services?3. How does the customer use our services?4. What do we provide?a. 1 onlyb. 1 and 3 onlyc. 1, 2 and 3 onlyd. All of the above

32. Which of the following are generic elements of a process?1. Process activities2. Process policy3. Process roles4. Process metricsa. 1 onlyb. 1 and 3 onlyc. 1, 2 and 3 onlyd. All of the above

33. Which of the following statements are CORRECT regarding the RACI authoritymatrix?1. The ‘R’ in RACI stands for ‘Responsible’.2. The RACI chart shows the activities down the left-hand side and the functionalroles across the top.3. More than one person can be accountable for each task.4. The ‘I’ in RACI stands for ‘Initiator’.a. 1 onlyb. 1 and 2 onlyc. 1, 2 and 3 onlyd. All of the above

34. Assume that IT Operations is separated from Technical and ApplicationManagement. Which of the following roles does Technical and ApplicationManagement normally NOT play in the Event Management process?a. Participating in the instrumentation of the service.b. Testing the services to ensure that Events are properly generated.c. Ensuring that any auto response are defined.d. Monitoring Events.

35. Which of the following statements are CORRECT about Service Asset andConfiguration Management?1. Configuration Management delivers a logical model of the services, assets andthe infrastructure.2. Information about each Configuration items is recorded in a configurationrecord in the Configuration Management System.3. The Service Knowledge Management System includes the ConfigurationManagement System and databases as well as other tools and databases.4. Status Accounting and Reporting is an activity in the Service Asset andConfiguration Management Process.a. 1 onlyb. 1 and 2 onlyc. 1, 2 and 3 onlyd. All of the above

36. When should a Service Design Package be produced?a. During the strategy stage, for each time a new service is added to the ServicePortfolio.b. During the design stage, for each change to a service or removal of a service.c. When a new or changed service is passed from Service Design to ServiceTransition.d. During the design stage, for each new service, major change to a service orremoval of a service.

37. Which of the following benefits is NOT primarily the result of good Service Designpractises?a. Reduced total costs of ownership.b. More effective Service Management processes.c. Increased success rate of changes and releases for the business.d. Improve quality and consistency of service.

38. Which of the following is the CORRECT order of the activities in the 7-StepImprovement Process (first activity first)?a. 1- Define what you should measure. 2- Define what you can measure. 3-Gather

data. 4- Process data. 5- Analyse data. 6- Present information. 7-Implementcorrective action.b. 1- Define what you can measure. 2- Define what you should measure. 3- Gatherdata. 4- Analyse data. 5- Process data. 6- Present information. 7- implementcorrective action.c. 1- Define what you should measure. 2- Define what you can measure. 3-Gatherdata. 4- Analyse data. 5- Process data. 6- Present information. 7- Implementcorrective action.d. 1- Define what you can measure. 2- Define what you should measure. 3- Gatherdata. 4- Process data.

39. Which of the following methods is NOT a development approach?a. Big-bangb. Phasedc. Pulld. Request

40. To answer the question: ‘Where do we want to be?’ In the Continual ServiceImprovement model, we need to know:1. The vision of the organization2. The mission of the business3. The current baseline4. The metricsa. 1 onlyb. 1 and 2 onlyc. 1, 2 and 3 onlyd. All of the above

41. Which of the following statements are CORRECT about utility and warranty?1. Utility can be described as what the customer gets.2. Warranty can be defined as ‘fitness for use’.3. Utility increases the average performance.4. Warranty reduces the variation in performancea. 1 onlyb. 1 and 2 onlyc. 1, 2, and 3 onlyd. All of the above

42. The Service Portfolio is the single integrated source of information on the status,interfaces and dependencies of each service used by activities within the followingstages in the Service Lifecycle:1. Service Strategy2. Service Transition3. Service Design4. Service Operationa. 1 onlyb. 1 and 2 onlyc. 1, 2 and 3 onlyd. All of the above.

43. Which of the following statements BEST describes the goals of SupplierManagement?1. To ensure that underpinning contracts and agreements with suppliers are alignedto business needs and managed though their lifecycle.2. To manage relationships with suppliers.

3. To ensure that the information security risks are appropriately managed andenterprise information resources are used responsibly.4. To maintain a supplier policy and a supporting Supplier and Contract Database.a. 1 onlyb. 1 and 2 onlyc. 1, 2 and 3 onlyd. All of the above

22.c,23.c,24.b,25.c,26.c,27.d,28.d,29.b,30.c,31.c,32.d,33.b,34.d,35.d,36.d,37.c,38.a,39.d,40.c,41.d,42.d,43.c