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EXNIQ uesoitns& A nswersJ U S T A N O T H E R A L L I N O N E T E S T K I N G S I T E SSearchSEARCHHome Membership SubscribeE X A M I N F O R M A T I O NRSS feed for this sectionThis category contains238 postsExam EX0-117: ITILFoundation (Syllabus 2011)(updated February 15, 2015)

Which role is responsible for carrying out the activities of a process?W hich role is responsible for carrying out the activities of a process?A.Process ow nerB.Change managerC.Service managerD.Process practitionerExplanation:

Which process or function is responsible for monitoring activities and events in the ITinfrastructure?W hich process or function is responsible for monitoring activities and events in the ITinfrastructure?A.Service level managementB.IT operations managementC.Capacity managementD.Incident managementExplanation:

Which of the following options is a hierarchy that is used in knowledge management?W hich of the follow ing options is a hierarchy that is used in know ledge management?A.W isdom – Information – Data – Know ledgeB.Data – Information – Knowledge – WisdomC.Know ledge – W isdom – Information – DataD.Information – Data – Know ledge – W isdomExplanation:

which stage of the service lifecycle should the processes necessary to operate a new service bedefined?At w hich stage of the service lifecycle should the processes necessary to operate a new servicebe defined?A.Service design: Design the processesB.Service strategy: Develop the offeringsC.Service transition: Plan and prepare for deploymentPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsD.Service operation: IT operations managementExplanation:

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?W hy are public framew orks, such as 1TIL, attractive w hen compared to proprietary know ledge?A.Proprietary knowledge may be difficult to adopt, replicate or transfer since it is oftenundocumented

B.Public framew orks are alw ays cheaper to adoptC.Public framew orks are prescriptive and tell you exactly w hat to doD.Proprietary know ledge has been tested in a w ide range of environmentsExplanation:

Which of the following is an objective of business relationship management?W hich of the follow ing is an objective of business relationship management?A.To identify patterns of business activityB.To ensure high levels of customer satisfactionC.To secure funding to manage the provision of servicesD.To ensure strategic plans for IT services existExplanation:

What are these four Ps?The design of IT services requires the effective and efficient use of “the four Ps”. W hat are thesefour Ps?A.People, process, partners, performanceB.Performance, process, products, plansC.People, process, products, partnersD.People, products, plans, partnersExplanation:

Which of the following BEST describes service strategies value to the business?W hich of the follow ing BEST describes service strategies value to the business?A.Allow s higher volumes of successful changeB.Reduction in unplanned costs through optimized handling of service outagesC.Reduction in the duration and frequency of service outagesD.Enabling the service provider to have a clear understanding of what levels of service will maketheir customers successfulExplanation:Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No comments

Which two processes will contribute MOST to enabling effective problem detection?W hich tw o processes w ill contribute MOST to enabling effective problem detection?A.Incident and financial managementB.Change and release and deployment managementC.Incident and event managementD.Know ledge and service level managementExplanation:

Which of the following would be used to communicate a high level description of a major changethat involved significant cost and risk to the organization?W hich of the follow ing w ould be used to communicate a high level description of a major changethat involved significant cost and risk to the organization?A.Change proposalB.Change policyC.Service requestD.Risk registerExplanation:

Which of the following should be documented in an incident model?W hich of the follow ing should be documented in an incident model?1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incident

A.1 onlyB.2 onlyC.Both of the aboveD.Neither of the aboveExplanation:

Why is it important for service providers to understand patterns of business activity (PBA)?W hy is it important for service providers to understand patterns of business activity (PBA)?A.PBA are based on organizational roles and responsibilitiesB.IT service providers CANNOT schedule changes until they understand PBAC.Demand for the services delivered by service providers are directly influenced by PBAD.Understanding PBA is the only w ay to enable accurate service level reportingExplanation:

Which one of the following would NOT be defined as part of every process?Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsW hich one of the follow ing w ould NOT be defined as part of every process?A.RolesB.Inputs and outputsC.FunctionsD.MetricsExplanation:

Which process is responsible for recording the current details, status, interfaces anddependencies of all services…?W hich process is responsible for recording the current details, status, interfaces anddependencies of all services that are being run or being prepared to run in the live environment?A.Service level managementB.Service catalogue managementC.Demand managementD.Service transitionExplanation:

Which one of the following would be expected of them?A process ow ner has been identified w ith an “I” in a RACI matrix. W hich one of the follow ing w ouldbe expected of them?A.Be accountable for the outcome of an activityB.Perform an activityC.Be kept up-to-date on the progress of an activityD.Manage an activityExplanation:

Which of the following are objectives of service level management?W hich of the follow ing are objectives of service level management?1: Defining, documenting and agreeing the level of FT services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate inA.1, 2 and 3 onlyB.1 and 2 onlyC.1, 2 and 4 onlyD.All of the above

Explanation:

Which one of the following do technology metrics measure?Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsW hich one of the follow ing do technology metrics measure?A.ComponentsB.ProcessesC.The end-to-end serviceD.Customer satisfactionExplanation:

Which process includes business, service and component sub-processes?W hich process includes business, service and component sub-processes?A.Capacity managementB.Incident managementC.Service level managementD.Financial managementExplanation:

Which one of the following is NOT part of the service design stage of the service lifecycle?W hich one of the follow ing is NOT part of the service design stage of the service lifecycle?A.Designing and maintaining all necessary service transition packagesB.Producing quality, secure and resilient designs for new or improved servicesC.Taking service strategies and ensuring they are reflected in the service design processes andthe service designs that are producedD.Measuring the effectiveness and efficiency of service design and the supporting processesExplanation:

What is the result of carrying out an activity, following a process or delivering an IT service knownas?W hat is the result of carrying out an activity, follow ing a process or delivering an IT service know nas?A.OutcomeB.IncidentC.ChangeD.ProblemExplanation:

Which process is responsible for managing relationships with vendors?W hich process is responsible for managing relationships w ith vendors?A.Change managementPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsB.Service portfolio managementC.Supplier managementD.Continual service improvementExplanation:

Which of the following service desk organizational structures are described in service operation?W hich of the follow ing service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk

4. Follow the sunA.1, 2 and 4 onlyB.2, 3 and 4 onlyC.1, 3 and 4 onlyD.1, 2 and 3 onlyExplanation:

What are the categories of event described in the UIL service operation book?W hat are the categories of event described in the UIL service operation book?A.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactiveExplanation:

What would you call the groups of people who have an interest in the activities, targets, resourcesand deliverables from service management?W hat w ould you call the groups of people w ho have an interest in the activities, targets, resourcesand deliverables from service management?A.EmployersB.StakeholdersC.RegulatorsD.AccreditorsExplanation:

Which of the following are the MAIN objectives of incident management?W hich of the follow ing are the MAIN objectives of incident management?1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operationsA.Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No comments1 and 2 onlyB.2 and 3 onlyC.1 and 3 onlyD.All of the aboveExplanation:

What is the name of the group that should review changes that must be implemented faster thanthe normal change process?W hat is the name of the group that should review changes that must be implemented faster thanthe normal change process?A.Technical managementB.Emergency change advisory boardC.Urgent change boardD.Urgent change authorityExplanation:

Which of the following is NOT an objective of service transition?W hich of the follow ing is NOT an objective of service transition?A.To ensure that a service can be operated, managed and supportedB.To provide training and certification in project managementC.To provide quality know ledge and information about services and service assets

D.To plan and manage the capacity and resource requirements to manage a releaseExplanation:

Which of the following types of service should be included in the scope of service portfoliomanagement?W hich of the follow ing types of service should be included in the scope of service portfoliomanagement?1. Those planned to be delivered2. Those being delivered3. Those that have been w ithdraw n from serviceA.1 and 3 onlyB.All of the aboveC.1 and 2 onlyD.2 and 3 onlyExplanation:

The BEST description of an incident is:The BEST description of an incident is:A.Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsAn unplanned disruption of service unless there is a backup to that serviceB.An unplanned interruption to service or a reduction in the quality of serviceC.Any disruption to service w hether planned or unplannedD.Any disruption to service that is reported to the service desk, regardless of w hether the serviceis impacted or notExplanation:

Which one of the following is the CORRECT set of steps for the continual service improvementapproach?W hich one of the follow ing is the CORRECT set of steps for the continual service improvementapproach?A.Devise a strategy; Design the solution; Transition into production; Operate the solution;Continually improveB.W here do w e w ant to be?; How do w e get there?; How do w e check w e arrived?; How do w ekeep the momentum going?C.Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Check the plan has been properly implemented; Improve the solutionD.What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Didwe get there?; How do we keep the momentum going?Explanation:

When can a known error record be raised?W hen can a know n error record be raised?1. At any time it w ould be useful to do so2. After a w orkaround has been foundA.2 onlyB.1 onlyC.Neither of the aboveD.Both of the aboveExplanation:

What body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?W hat body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?A.The change authorization board

B.The change advisory boardC.The change implementerD.The change managerExplanation:

Which process is responsible for discussing reports with customers showing whether serviceshave met their targets?Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsW hich process is responsible for discussing reports w ith customers show ing w hether serviceshave met their targets?A.Continual service improvementB.Change managementC.Service level managementD.Availability managementExplanation:

What do customer perceptions and business outcomes help to define?W hat do customer perceptions and business outcomes help to define?A.The value of a serviceB.GovernanceC.Total cost of ow nership (TCO)D.Key performance indicators (KPIs)Explanation:

Which of the following are basic concepts used in access management?W hich of the follow ing are basic concepts used in access management?A.Personnel, electronic, netw ork, emergency, identityB.Rights, access, identity, directory services, service/service componentsC.Physical, personnel, netw ork, emergency, serviceD.Normal, temporary, emergency, personal, groupExplanation:

Which of these statements about resources and capabilities is CORRECT?W hich of these statements about resources and capabilities is CORRECT?A.Resources are types of service asset and capabilities are notB.Resources and capabilities are both types of service assetC.Capabilities are types of service asset and resources are notD.Neither capabilities nor resources are types of service assetExplanation:

what is the key output handed over to service transition?W ithin service design, w hat is the key output handed over to service transition?A.Measurement, methods and metricsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsB.Service design packageC.Service portfolio designD.Process definitionsExplanation:

What should a service always deliver to customers?W hat should a service alw ays deliver to customers?

A.ApplicationsB.InfrastructureC.ValueD.ResourcesExplanation:

Which process is responsible for the availability, confidentiality and integrity of data?W hich process is responsible for the availability, confidentiality and integrity of data?A.Service catalogue managementB.Service asset and configuration managementC.Change managementD.Information security managementExplanation:

which of the following?Availability management is directly responsible for the availability of w hich of the follow ing?A.IT services and componentsB.IT services and business processesC.Components and business processesD.IT services, components and business processesExplanation:

What type of baseline captures the structure, contents and details of the infrastructure andrepresents a set of items that are related to each other?W hat type of baseline captures the structure, contents and details of the infrastructure andrepresents a set of items that are related to each other?A.Configuration baselineB.Project baselineC.Change baselinePosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsD.Asset baselineExplanation:

Which of the following BEST describes the purpose of access management?W hich of the follow ing BEST describes the purpose of access management?A.To provide a channel for users to request and receive standard servicesB.Provides the rights for users to be able to use a service or group of servicesC.To prevent problems and resulting Incidents from happeningD.To detect security events and make sense of themExplanation:

Which of the following are reasons why ITIL is successful?W hich of the follow ing are reasons w hy ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practiceA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyExplanation:

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

W hich one of the follow ing includes four stages called Plan, Do, Check and Act?A.The Deming CycleB.The continual service improvement approachC.The seven-step improvement processD.The service lifecycleExplanation:

which stage of the service lifecycle?The consideration of value creation is a principle of w hich stage of the service lifecycle?A.Continual service improvementB.Service strategyC.Service designD.Service transitionExplanation:Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No comments

Which process is responsible for dealing with complaints, comments, and general enquiries fromusers?W hich process is responsible for dealing w ith complaints, comments, and general enquiries fromusers?A.Service level managementB.Service portfolio managementC.Request fulfilmentD.Demand managementExplanation:

Which of the following BEST describes partners’ in the phrase people, processes, products andpartners"?W hich of the follow ing BEST describes partners’ in the phrase people, processes, products andpartners”?A.Suppliers, manufacturers and vendorsB.CustomersC.Internal departmentsD.The facilities management functionExplanation:

Which process will perform risk analysis and review of all suppliers and contracts on a regularbasis?W hich process w ill perform risk analysis and review of all suppliers and contracts on a regularbasis?A.The service level managementB.The IT service continuity managementC.The service catalogue managementD.The supplier managementExplanation:

which level of understanding within knowledge management?The experiences, ideas, insights and values of individuals are examples of w hich level ofunderstanding w ithin know ledge management?A.DataB.Information

C.KnowledgeD.GovernanceExplanation:Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No comments

Which one of the following contains information that is passed to service transition to enable theimplementation of a new service?W hich one of the follow ing contains information that is passed to service transition to enable theimplementation of a new service?A.A service optionB.A service transition package (STP)C.A service design package (SDP)D.A service charterExplanation:

Which of the following would commonly be found in a contract underpinning an IT service?W hich of the follow ing w ould commonly be found in a contract underpinning an IT service?1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both partiesA.1 and 2 onlyB.1 and 3 onlyC.2 and 3 onlyD.All of the aboveExplanation:

which processes?Service transition contains detailed descriptions of w hich processes?A.Change management, service asset and configuration management, release and deploymentmanagementB.Change management, capacity management event management, service request managementC.Service level management, service portfolio management, service asset and configurationmanagementD.Service asset and configuration management, release and deployment management, requestfulfillmentExplanation:

Which statement should NOT be part of the value proposition for Service Design?W hich statement should NOT be part of the value proposition for Service Design?A.Reduced total cost of ow nershipB.Improved quality of serviceC.Improved Service alignment w ith business goalsD.Better balance of technical skills to support live servicesExplanation:Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No comments

Which process would be used to compare the value that newer services have offered over thosethey have replaced?W hich process w ould be used to compare the value that new er services have offered over thosethey have replaced?A.Availability managementB.

Capacity managementC.Service portfolio managementD.Service catalogue managementExplanation:

Which one of the following is the BEST description of the items above?Consider the follow ing list:1. Change authority2. Change manager3. Change advisory board (CAB)W hich one of the follow ing is the BEST description of the items above?A.Job descriptionsB.FunctionsC.TeamsD.Roles, people or groupsExplanation:

Hierarchic escalation is BEST described as?Hierarchic escalation is BEST described as?A.Notifying more senior levels of management about an incidentB.Passing an incident to people w ith a greater level of technical skillC.Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD.Failing to meet the incident resolution times specified in a service level agreementExplanation:

Which one of the following functions would be responsible for the management of a data centre?W hich one of the follow ing functions w ould be responsible for the management of a data centre?A.Technical managementB.Service deskC.Application managementD.Facilities managementExplanation:Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No comments

Which one of the following would be the MOST useful in helping to define roles and responsibilitiesin an organizational structure?W hich one of the follow ing w ould be the MOST useful in helping to define roles andresponsibilities in an organizational structure?A.RACI modelB.Incident modelC.Continual service improvement (CSI) approachD.The Deming CycleExplanation:

Which process will regularly anal0yse incident data to identify discernible trends?W hich process w ill regularly anal0yse incident data to identify discernible trends?A.Service level managementB.Problem managementC.C0hange managementD.Event managementExplanation:

Which is the correct definition of a customer facing service?

W hich is the correct definition of a customer facing service?A.One which directly supports the business processes of customersB.A service that cannot be allow ed to failC.One w hich is not covered by a service level agreementD.A service not directly used by the businessExplanation:

Which one of the following is the BEST definition of the term service management?W hich one of the follow ing is the BEST definition of the term service management?A.A set of specialized organizational capabilities for providing value to customers in the form ofservicesB.A group of interacting, interrelated, or independent components that form a unified w hole,operating together for a common purposeC.The management of functions w ithin an organization to perform certain activitiesD.Units of organizations w ith roles to perform certain activitiesExplanation:

Which of the following is NOT a valid objective of problem management?Posted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 3, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsW hich of the follow ing is NOT a valid objective of problem management?A.To prevent problems and their resultant IncidentsB.To manage problems throughout their lifecycleC.To restore service to a userD.To eliminate recurring incidentsExplanation:

Which one of the following is an objective of service catalogue management?W hich one of the follow ing is an objective of service catalogue management?A.Negotiating and agreeing service level agreementB.Negotiating and agreeing operational level agreementsC.Ensuring that the service catalogue is made available to those approved to access itD.Only ensuring that adequate technical resources are availableExplanation:

Which of the following statements BEST describes the aims of release and deploymentmanagement?W hich of the follow ing statements BEST describes the aims of release and deploymentmanagement?A.To build, test and deliver the capability to provide the services specified by service designB.To ensure that each release package specified by service design consists of a set of relatedassets and service componentsC.To ensure that all changes can be tracked, tested and verified if appropriateD.To record and manage deviations, risks and issues related to the new or changed serviceExplanation:

Which one of the following activities are carried out during the "Where do we want to be?" step ofthe continual service improvement (CSI) approach?W hich one of the follow ing activities are carried out during the “W here do w e w ant to be?” step ofthe continual service improvement (CSI) approach?A.Implementing service and process improvementsB.Review ing measurements and metricsC.Creating a baseline

D.Defining measurable targetsExplanation:

Which one of the following can help determine the level of impact of a problem?W hich one of the follow ing can help determine the level of impact of a problem?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsA.Definitive media library (DML)B.Configuration management system (CMS)C.Statement of requirements (SOR)D.Standard operating procedures (SOP)Explanation:

Which of the following pairs of actions would be BEST to manage risk?The effective management of risk requires specific types of action. W hich of the follow ing pairs ofactions w ould be BEST to manage risk?A.Training in risk management for all staff and identification of risksB.Identification of risk, analysis and management of the exposure to riskC.Control of exposure to risk and investment of capitalD.Training of all staff and investment of capitalExplanation:

Which of the following is an enabler of best practice?W hich of the follow ing is an enabler of best practice?A.StandardsB.TechnologyC.Academic researchD.Internal experienceExplanation:

Which of the following is the additional "P"?Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include Partners,People, Processes and one other “P”. W hich of the follow ing is the additional “P”?A.ProfitB.PreparationC.ProductsD.PotentialExplanation:

Which of the following is NOT one of the five individual aspects of service design?W hich of the follow ing is NOT one of the five individual aspects of service design?A.The design of the service portfolio, including the service catalogueB.The design of new or changed servicesPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsC.The design of market spacesD.The design of the technology architecturesExplanation:

Where would you expect incident resolution targets to be documented?W here w ould you expect incident resolution targets to be documented?A.A service level agreement (SLA)B.A request for change (RFC)C.The service portfolio

D.A service descriptionExplanation:

Which of the following provide value to the business from service strategy?W hich of the follow ing provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of w hat levels of service w ill maketheir customer’s successful2. Enabling the service provider to respond quickly and effectively to changes in the businessenvironment3. Reduction in the duration and frequency of service outagesA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyExplanation:

What are the categories of event described in the ITIL service operation book?W hat are the categories of event described in the ITIL service operation book?A.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactiveExplanation:

which of the following?A process ow ner is responsible for w hich of the follow ing?1. Defining the process strategy2. Assisting w ith process design3. Improving the process4. Performing all activities involved in a processA.2, 3 and 4 onlyB.All of the abovePosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsC.1, 2 and 3 onlyD.1, 2 and 4 onlyExplanation:

Which one of the following is concerned with policy and direction?W hich one of the follow ing is concerned w ith policy and direction?A.Capacity managementB.GovernanceC.Service designD.Service level managementExplanation:

Which of the following should be considered when designing measurement systems, methods andmetrics?W hich of the follow ing should be considered w hen designing measurement systems, methods andmetrics?1. The services2. The architectures3. The configuration items4. The processesA.1, 2 and 3 onlyB.1, 3 and 4 onlyC.2, 3 and 4 onlyD.

All of the aboveExplanation:

Which of the following is the best definition of IT service management?W hich of the follow ing is the best definition of IT service management?A.An internal service provider that is embedded w ithin a business unitB.A complete set of all the documentation required to deliver w orld class services to customersC.Technical implementation of supporting IT infrastructure componentsD.The implementation and management of quality IT services that meet business needsExplanation:

Which of the following is service transition planning and support NOT responsible for?W hich of the follow ing is service transition planning and support NOT responsible for?A.Prioritizing conflicts for service transition resourcesB.Coordinating the efforts required to manage multiple simultaneous transitionsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsC.Maintaining policies, standards and models for service transition activities and processesD.Detailed planning of the build and test of individual changesExplanation:

What are underpinning contracts used to document?W hat are underpinning contracts used to document?A.The provision of IT services or business services by a service providerB.The provision of goods and services by third party suppliersC.Service levels that have been agreed betw een the internal service provider and their customerD.Metrics and critical success factors (CSFs) for internal support teamsExplanation:

which document would you expect to see an overview of actual service achievements againsttargets?In w hich document w ould you expect to see an overview of actual service achievements againsttargets?A.Operational level agreement (OLA)B.Capacity planC.Service level agreement (SLA)D.SLA monitoring chart (SLAM)Explanation:

Who is responsible for ensuring that the request fulfillment process is being performed accordingto the agreed and documented standard?W ho is responsible for ensuring that the request fulfillment process is being performed accordingto the agreed and documented standard?A.The IT directorB.The process ownerC.The service ow nerD.The customerExplanation:

Which process is responsible for ensuring that appropriate testing takes place?W hich process is responsible for ensuring that appropriate testing takes place?A.Know ledge managementB.Release and deployment managementC.

Service asset and configuration managementPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsD.Service level managementExplanation:

Which of the following identify the purpose of business relationship management?W hich of the follow ing identify the purpose of business relationship management?1. To establish and maintain a business relationship betw een service provider and customer2. To identify customer needs and ensure that the service provider is able to meetA.Both of the aboveB.1 onlyC.2 onlyD.Neither of the aboveExplanation:

Which of the following is the correct definition of an outcome?W hich of the follow ing is the correct definition of an outcome?A.The results specific to the clauses in a service level agreement (SLA)B.The result of carrying out an activity, following a process or delivering an IT serviceC.All the accumulated know ledge of the service providerD.All incidents reported to the service deskExplanation:

what to measure and why it is being measured are key contributors to which part of the ServiceLifecycle?Understanding w hat to measure and w hy it is being measured are key contributors to w hich part ofthe Service Lifecycle?A.Service StrategyB.Continual Service ImprovementC.Service OperationD.Service DesignExplanation:

Which process would ensure that utility and warranty requirements are properly addressed inservice designs?W hich process w ould ensure that utility and w arranty requirements are properly addressed inservice designs?A.Availability managementB.Capacity managementC.Design coordinationPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsD.Release managementExplanation:

What would you call the groups of people who have an interest in the activities, targets, resourcesand deliverables from service management?W hat w ould you call the groups of people w ho have an interest in the activities, targets, resourcesand deliverables from service management?A.EmployersB.StakeholdersC.

RegulatorsD.AccreditorsExplanation:

What would be the next step in the continual service improvement (CSI) model after?W hat w ould be the next step in the continual service improvement (CSI) model after?1. W hat is the vision?2. W here are w e now ?3. W here do w e w ant to be?4. How do w e get there?5. Did w e get there?6. ?A.W hat is the return on investment (ROI)?B.How much did it cost?C.How do we keep the momentum going?D.W hat is the value on investment (VOI)?Explanation:

Which statement about the emergency change advisory board (ECAB) is CORRECT?W hich statement about the emergency change advisory board (ECAB) is CORRECT?A.The ECAB considers every high priority request for change (RFC)B.Amongst the duties of the ECAB is the review of completed emergency changesC.The ECAB will be used for emergency changes where there may not be time to call a full CABD.The ECAB w ill be chaired by the IT DirectorExplanation:

Which of the following BEST describes a problem?W hich of the follow ing BEST describes a problem?A.An issue reported by a userB.The cause of tw o or more incidentsC.A serious incident w hich has a critical impact to the businessPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsD.The cause of one or more incidentsExplanation:

Which of the following is NOT a recognized example of a service provider type within the ITILframework?W hich of the follow ing is NOT a recognized example of a service provider type w ithin the ITILframew ork?A.InternalB.ExternalC.Service deskD.Shared services unitExplanation:

Which one of the following statements about incident reporting and logging is CORRECT?W hich one of the follow ing statements about incident reporting and logging is CORRECT?A.Incidents can only be reported by usersB.Incidents can be reported by anyone who detects a disruption or potential disruption to normalserviceC.All calls to the service desk must be logged as incidentsD.Incidents reported by technical staff must also be logged as problemsExplanation:

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

W hich process is responsible for providing the rights to use an IT service?A.Incident managementB.Access managementC.Change managementD.Request fulfillmentExplanation:

What type of services are NOT directly used by the business but are required by the serviceprovider to deliver customer facing services?W hat type of services are NOT directly used by the business but are required by the serviceprovider to deliver customer facing services?A.Business servicesB.Component servicesC.Supporting servicesD.Customer servicesPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsExplanation:

Which of the following areas would technology help to support during the service lifecycle?W hich of the follow ing areas w ould technology help to support during the service lifecycle?1. Data mining and w orkflow2. Measurement and reporting3. Release and deployment4. Process designA.2, 3 and 4 onlyB.1, 3 and 4 onlyC.1, 2 and 3 onlyD.All of the aboveExplanation:

How many people should be accountable for a process as defined in the RACI model?How many people should be accountable for a process as defined in the RACI model?A.As many as necessary to complete the activityB.Only one – the process ownerC.Tw o – the process ow ner and the process enactorD.Only one – the process architectExplanation:

The addition, modification or removal of an authorized, planned or supported service or servicecomponent …?The addition, modification or removal of an authorized, planned or supported service or servicecomponent and its associated documentation is a definition of w hat?A.A changeB.A change modelC.A change requestD.A change advisory boardExplanation:

Where should the following information be stored?W here should the follow ing information be stored?1. The experience of staff2. Records of user behaviour3. Supplier’s abilities and requirements4. User skill levels

A.The forw ard schedule of changeB.The service portfolioC.A configuration management database (CMDB)Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsD.The service knowledge management system (SKMS)Explanation:

Which of the following statements about standard changes are CORRECT?W hich of the follow ing statements about standard changes are CORRECT?1. The approach is pre-authorized2. The risk is usually low and w ell understood3. Details of the change w ill be recorded4. Some standard changes w ill be triggered by the request fulfilment processA.1 onlyB.2 and 3 onlyC.1, 2 and 4 onlyD.All of the aboveExplanation:

Which one of the following provides the CORRECT list of processes within the service operationstage of the service lifecycle?W hich one of the follow ing provides the CORRECT list of processes w ithin the service operationstage of the service lifecycle?A.Event management, incident management, problem management, request fulfilment, andaccess managementB.Event management, incident management, change management, and access managementC.Incident management, problem management, service desk, request fulfilment, and eventmanagementD.Incident management, service desk, request fulfilment, access management, and eventmanagementExplanation:

which process is problem management likely to share categorization and impact coding systems?W ith w hich process is problem management likely to share categorization and impact codingsystems?A.Incident managementB.Service asset and configuration managementC.Capacity managementD.IT service continuity managementExplanation:

What guidance does ITIL give on the frequency of production of service reporting?W hat guidance does ITIL give on the frequency of production of service reporting?A.Service reporting intervals must be defined and agreed with the customersB.Reporting intervals should be set by the service providerPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsC.Reports should be produced w eeklyD.Service reporting intervals must be the same for all servicesExplanation:

Which one of the following does service metrics measure?W hich one of the follow ing does service metrics measure?

A.FunctionsB.Maturity and costC.The end-to-end serviceD.Infrastructure availabilityExplanation:

Which one of the following is NOT a valid purpose or objective of problem management?W hich one of the follow ing is NOT a valid purpose or objective of problem management?A.To prevent problems and resultant incidentsB.To manage problems throughout their lifecycleC.To restore service to a userD.To eliminate recurring incidentsExplanation:

Which process is responsible for low risk, frequently occurring, low cost changes?W hich process is responsible for low risk, frequently occurring, low cost changes?A.Demand managementB.Incident managementC.Release and deployment managementD.Request fulfillmentExplanation:

Which function or process would provide staff to monitor events in an operations bridge?W hich function or process w ould provide staff to monitor events in an operations bridge?A.Technical managementB.IT operations managementC.Request fulfillmentD.Applications managementExplanation:Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments

Which of the following activities are performed by a service desk?W hich of the follow ing activities are performed by a service desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changesA.All of the aboveB.1, 2 and 3 onlyC.2 and 4 onlyD.3 and 4 onlyExplanation:

Which of the following is NOT an objective of Continual Service Improvement?W hich of the follow ing is NOT an objective of Continual Service Improvement?A.Review and analyze Service Level Achievement resultsB.Identify activities to improve the efficiency of service management processesC.Improve the cost effectiveness of IT services w ithout sacrificing customer satisfactionD.Conduct activities to deliver and manage services at agreed levels to business usersExplanation:

Which is the fourth?

Check, Act and Plan are three of the stages of the Deming Cycle. W hich is the fourth?A.DoB.PerformC.ImplementD.MeasureExplanation:

What are the three types of metrics that an organization should collect to support continual serviceimprovement (CSI)?W hat are the three types of metrics that an organization should collect to support continual serviceimprovement (CSI)?A.Return on investment (ROI), value on investment (VOI), qualityB.Strategic, tactical and operationalC.Critical success factors (CSFs), key performance indicators (KPIs), activitiesD.Technology, process and serviceExplanation:Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments

Which of the following are classed as stakeholders in service management?W hich of the follow ing are classed as stakeholders in service management?1. Customers2. Users3. SuppliersA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyExplanation:

what is the person or group who defines or and agrees their service targets known as?From the perspective of the service provider, w hat is the person or group w ho defines or andagrees their service targets know n as?A.UserB.CustomerC.SupplierD.AdministratorExplanation:

Which process is responsible for sourcing and delivering components of requested standardservices?W hich process is responsible for sourcing and delivering components of requested standardservices?A.Request fulfilmentB.Service portfolio managementC.Service deskD.IT financeExplanation:

Which of the following is the best definition of service management?W hich of the follow ing is the best definition of service management?A.The ability to keep services highly available to meet the business needsB.A set of specialized organizational capabilities for providing value to customers in the form ofservices

C.A complete set of all the documentation required to deliver w orld class services to customersD.An internationally recognized methodology to provide valuable services to customersExplanation:Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments

Which of the following CANNOT be provided by a tool?W hich of the follow ing CANNOT be provided by a tool?A.Know ledgeB.InformationC.WisdomD.DataExplanation:

Which one of the following is the purpose of service level management?W hich one of the follow ing is the purpose of service level management?A.To carry out the service operations activities needed to support current IT servicesB.To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC.To create and populate a service catalogueD.To ensure that an agreed level of IT service is provided for all current IT servicesExplanation:

Which one of the following activities does application management perform?W hich one of the follow ing activities does application management perform?A.Defining w here the vendor of an application should be locatedB.Ensuring that the required functionality is available to achieve the required business outcomeC.Deciding w ho the vendor of the storage devices w ill beD.Agreeing the service levels for the service supported by the applicationExplanation:

What is a RACI model used for?W hat is a RACI model used for?A.Performance analysisB.Recording configuration itemsC.Monitoring servicesD.Defining roles and responsibilitiesExplanation:

what point in the change lifecycle?The remediation plan should be evaluated at w hat point in the change lifecycle?A.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsBefore the change is approvedB.Immediately after the change has failed and needs to be backed outC.After implementation but before the post implementation reviewD.After the post implementation review has identified a problem w ith the changeExplanation:

Which of the following statements MOST correctly identifies the scope of design coordinationactivities?W hich of the follow ing statements MOST correctly identifies the scope of design coordinationactivities?A.

Only changes that introduce new servicesB.It is mandatory that all changes are subject to design coordination activityC.Only changes to business critical systemsD.Any change that the organization believes could benefitExplanation:

What is the PRIMARY process for strategic communication with the service provider’s customers?W hat is the PRIMARY process for strategic communication w ith the service provider’s customers?A.Service catalogue managementB.Service portfolio managementC.Service deskD.Business relationship managementExplanation:

Which one of the following is NOT an aim of the change management process?W hich one of the follow ing is NOT an aim of the change management process?A.To ensure the impact of changes are understoodB.To ensure that changes are recorded and evaluatedC.To ensure that all changes to configuration items (CIs) are recorded in the configurationmanagement system (CMS)D.To deliver and manage IT services at agreed levels to business usersExplanation:

What are customers of IT services who work in the same organization as the service providerknown as?W hat are customers of IT services w ho w ork in the same organization as the service providerknow n as?A.Strategic customersPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsB.External customersC.Valued customersD.Internal customersExplanation:

which other process?Access management is closely related to w hich other process?A.Capacity management onlyB.3rd line supportC.Information security managementD.Change managementExplanation:

which core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?In w hich core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?A.Service strategyB.Service designC.Service transitionD.Service operationExplanation:

Which of the following is the BEST reason for categorizing incidents?W hich of the follow ing is the BEST reason for categorizing incidents?A.To establish trends for use in problem management and other IT service management (ITSM)activitiesB.To ensure service levels are met and breaches of agreements are avoidedC.To enable the incident management database to be partitioned for greater efficiencyD.To identify w hether the user is entitled to log an incident for this particular serviceExplanation:

Is this a valid approach?A know n error has been created after diagnosis of a problem w as complete but before aw orkaround has been found. Is this a valid approach?A.Yes: for information purposes, a known error record can be created at any time it is prudent todo soB.No: the Know n Error should be created before the problem is loggedPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsC.No: a know n error record is created w hen the original incident is raisedD.No: a know n error record should be created w ith the next release of the serviceExplanation:

Which of the following provide value to the business from service strategy?W hich of the follow ing provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of w hat levels of service w ill maketheir customers successful2. Enabling the service provider to respond quickly and effectively to changes in the businessenvironment3. Support the creation of a portfolio of quantified servicesA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyExplanation:

Which of the following would be examined by a major problem review?W hich of the follow ing w ould be examined by a major problem review ?1. Things that w ere done correctly2. Things that w ere done incorrectly3. How to prevent recurrence4. W hat could be done better in the futureA.1 onlyB.2 and 3 onlyC.1, 2 and 4 onlyD.All of the aboveExplanation:

Which one of the following is the BEST description of a relationship in service asset andconfiguration management?W hich one of the follow ing is the BEST description of a relationship in service asset andconfiguration management?A.Describes the topography of the hardw areB.Describes how the configuration items (CIs) work together to deliver the servicesC.Defines w hich softw are should be installed on a particular piece of hardw areD.Defines how version numbers should be used in a releaseExplanation:

Which of the following are sources of best practice?

W hich of the follow ing are sources of best practice?1. Academic research2. Internal experience3. Industry practicesPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyExplanation:

Which of these should a change model include?W hich of these should a change model include?1. The steps that should be taken to handle the change2. Responsibilities; w ho should do w hat, including escalation3. Timescales and thresholds for completion of the actions4. Complaints proceduresA.1, 2 and 3 onlyB.All of the aboveC.1 and 3 onlyD.2 and 4 onlyExplanation:

Which one of the following is NOT an objective of problem management?W hich one of the follow ing is NOT an objective of problem management?A.Minimizing the impact of incidents that cannot be preventedB.Preventing problems and resulting incidents from happeningC.Eliminating recurring incidentsD.Restoring normal service operation as quickly as possibleExplanation:

Which of the following statements about service asset and configuration management is/areCORRECT?W hich of the follow ing statements about service asset and configuration management is/areCORRECT?1. A configuration item (CI) can exits as part of any numbers other CIs at the same time2. Choosing w hich CIs to record w ill depend on the level of control an organization w ishes to exert.A.1 onlyB.2 onlyC.Both of the aboveD.Neither of the aboveExplanation:

Which of the following are types of service defined in ITIL?W hich of the follow ing are types of service defined in ITIL?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments1. Enabling2. Core3. Enhancing4. ComputerA.1, 3 and 4 onlyB.2, 3 and 4 onlyC.1, 2 and 4 onlyD.

1, 2 and 3 onlyExplanation:http://books.google.com.pk/books?id=xeDemWEIspQC&pg=PA14&lpg=PA14&dq=ITIL+types+of+services+enabling+core+enhancing&source=bl&ots=BD_PYvN87y&sig=dZ6y0vHgkLbXPiHdG0fCvH_D9Eg&hl=en&sa=X&ei=qjQUe3SO4SHParWgYAH&redir_esc=y#v=onepage&q=ITIL%20types%20of%20services%20enabling%20core%20enhancing&f=false

which of the following should details of a workaround be documented?In w hich of the follow ing should details of a w orkaround be documented?A.The service level agreement (SLA)B.The problem recordC.The availability management information systemD.The IT service planExplanation:

Which one of the following is NOT a characteristic of a process?W hich one of the follow ing is NOT a characteristic of a process?A.It is measureableB.It delivers specific resultsC.It responds to specific eventsD.It structure an organizationExplanation:

Which one of the following is NOT a responsibility of the service transaction stage of the servicelifecycle?W hich one of the follow ing is NOT a responsibility of the service transaction stage of the servicelifecycle?A.To ensure that a service managed and operated accordance w ith constraints specified duringdesignB.To design and develop capabilities for service managementC.To provide good-quality know ledge and information about servicesD.To plan the resources required to manage a releaseExplanation:

Which of the following BEST describes technical management?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsW hich of the follow ing BEST describes technical management?A.A function responsibilities for facilities management and building control systemsB.A function that provides hardw are repair services for technology involved in the delivery ofservice to customersC.Senior managers responsibilities for all staff w ithin the technical support functionD.A function that includes providing technical expertise and overall management of the IT infrastructureExplanation:

Which of the following is not a service desk type recognized in the service operation volume ofITIL?W hich of the follow ing is not a service desk type recognized in the service operation volume ofITIL?A.LocalB.CentralizedC.OutsourcedD.VirtualExplanation:

What is the primary focus of the business management?W hat is the primary focus of the business management?

A.Management, control and prediction of the performance, utilization and capacity of individualelements of IT technologyB.Review of all capacity supplier agreements and underpinning contracts w ith suppliermanagementC.Management, control and prediction of the end-to-end performance and capacity of the live,operational IT servicesD.Future business requirements for IT services are quantified, designed, planned andimplemented in a timely fashionExplanation:https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=5&cad=rja&ved=0CE0QFjAE&url=http%3A%2F%2Fregions.cmg.org%2Fregions%2Frmcmg%2F2010Fall%2FCMG%2520CM%2C%2520DM%2C%2520and%2520PE%2520Integration.ppt&ei=c0AUc7eDMeqO9ibgOAN&usg=AFQjCNFgdYh4ouidwk-Zlw-9Nk1pmXJRtw&bvm=bv.43287494,d.ZWU(slide 3)

which could seriously affect IT services, the IT service provider can always provide minimumagreed business-related service levels?W hich process has the purpose to ensure that, by managing the risks w hich could seriously affectIT services, the IT service provider can alw ays provide minimum agreed business-related servicelevels?A.Change managementB.IT service continuity managementC.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsFinancial management for IT servicesD.Service catalog managementExplanation:http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Design(See IT servicecontinuity management)

Which one of the following is the BEST description of a service request?W hich one of the follow ing is the BEST description of a service request?A.A request from a user for information, advice or for a standard changeB.Anything that the customer w ants and is prepared to pay forC.Any request or demand that is entered by a user via a self-help w eb-based interfaceD.Any request for change (RFC) that is low -risk and w hich can be approved by the changemanager w ithout a change advisory board (CAB) meetingExplanation:

Which process is involved in monitoring an IT service and detecting when the performance dropsbelow acceptable limits?W hich process is involved in monitoring an IT service and detecting w hen the performance dropsbelow acceptable limits?A.Service asset and configuration managementB.Event managementC.Service catalogue managementD.Problem managementExplanation:

Which one of the following do major incidents require?W hich one of the follow ing do major incidents require?A.Separate proceduresB.Less urgencyC.Longer timescalesD.Less documentation

Explanation:

What is the BEST description of the purpose of the service operation stage of the service lifecycle?W hat is the BEST description of the purpose of the service operation stage of the servicelifecycle?A.To decide how IT w ill engage w ith suppliers during the service lifecycleB.To proactively prevent all outages to IT servicesC.To design and build processes that w ill meet business needsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsD.To deliver and manage IT services at agreed levels to business users and customersExplanation:

which one of the following describes service operation s contribution?In terms of adding value to the business, w hich one of the follow ing describes service operation scontribution?A.The cost of the service is designed, predicted and validatedB.Measures for optimization are identifiedC.Service value is modeledD.Service value is visible to customersExplanation:

Which one of the following are the two primary elements that create value for customers?W hich one of the follow ing are the tw o primary elements that create value for customers?A.Value on investment (VOI) and return on investment (ROI)B.Customer and user satisfactionC.Service requirements and w arrantyD.Resources and capabilitiesExplanation:

Which one of the following statements BEST describes a definitive media library (DML)?W hich one of the follow ing statements BEST describes a definitive media library (DML)?A.A secure location w here definitive hardw are spares are heldB.A secure library where definitive authorized versions of all media configuration items (CIs) arestored and protectedC.A database that contains definitions of all media CIsD.A secure library w here definitive authorized versions of all softw are and back-ups are storedand protectedExplanation:

Which one of the following is it the responsibility of supplier management to negotiate and agree?W hich one of the follow ing is it the responsibility of supplier management to negotiate and agree?A.Service level agreements (SLAs)B.Third-party contractsC.The service portfolioD.Operational level agreements (OLAs)Explanation:Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments

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

lifecycle?W hich one of the follow ing is NOT a responsibility of the service transition stage of the servicelifecycle?A.To ensure that a service can be managed and operated in accordance w ith constraintsspecified during designB.To design and develop capabilities for service managementC.To provide good-quality know ledge and information about servicesD.To plan the resources required to manage a releaseExplanation:

Which of the following are managed by facilities management?W hich of the follow ing are managed by facilities management?1. Hardw are w ithin a data centre or computer room2. Applications3. Pow er and cooling equipment4. Recovery sitesA.1, 2 and 3 onlyB.All of the aboveC.1, 3 and 4 onlyD.1 and 3 onlyExplanation:

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?W hich stage of the service lifecycle is MOST concerned w ith defining policies and objectives?A.Service designB.Service transitionC.Continual service improvementD.Service operationExplanation:

Which areas of service management can benefit from automation?W hich areas of service management can benefit from automation?1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoringA.1, 2 and 3 onlyB.1, 3 and 4 onlyC.2, 3 and 4 onlyD.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsAll of the aboveExplanation:

Which one of the following is the BEST definition of reliability?W hich one of the follow ing is the BEST definition of reliability?A.The availability of a service or componentB.The level of risk that affects a service or processC.How long a service or configuration item (CI) can perform its function without failingD.How quickly a service or component can be restored to normal w orking orderExplanation:

Which one of the following is NOT the responsibility of service catalogue management?W hich one of the follow ing 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 maintainedC.Ensuring that information in the service catalogue is consistent w ith information in the serviceportfolioD.Ensuring that all operational services are recorded in the service catalogueExplanation:

Which one of the following is an objective of release and deployment management?W hich one of the follow ing is an objective of release and deployment management?A.To standardize methods and procedures used for efficient and prompt handling of all changesB.To ensure all changes to service assets and configuration items (CIs) are recorded in theconfiguration management system (CMS)C.To ensure that the overall business risk of change is optimizedD.To define and agree release and deployment plans with customers and stakeholdersExplanation:

Which one of the following statements is CORRECT?W hich one of the follow ing statements is CORRECT?A.The configuration management system is part of the know n error databaseB.The service know ledge management system is part of the configuration management systemC.The configuration management system is part of the service knowledge management systemD.The configuration management system is part of the configuration management databaseExplanation:

What are these four Ps?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsImplementation of ITIL service management requires the preparation and planning of the effectiveand efficient use of “the four Ps.” W hat are these four Ps?A.People, process, partners, performanceB.Performance, process, products, problemsC.People, process, products, partnersD.People, products, perspective, partnersExplanation:

Which of the following should IT service continuity strategy be based on?W hich of the follow ing should IT service continuity strategy be based on?1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)4. Risk assessmentA.1, 2 and 4 onlyB.1, 2 and 3 onlyC.2, 3 and 4 onlyD.1, 3 and 4 onlyExplanation:

What is the BEST description of an operational level agreement (OLA)?W hat is the BEST description of an operational level agreement (OLA)?A.An agreement between the service provider and another part of the same organizationB.An agreement betw een the service provider and an external organizationC.A document that describes to a customer how services w ill be operated on a day-to-day basisD.A document that describes business services to operational staffExplanation:

Which one of the following generates demand for services?W hich one of the follow ing generates demand for services?A.

Infrastructure trendsB.Patterns of business activity (PBA)C.Cost of providing supportD.Service level agreements (SLA)Explanation:

Which one of the following is an objective of service transition?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsW hich one of the follow ing is an objective of service transition?A.To negotiate service levels for new servicesB.To ensure that service changes create the expected business valueC.To minimize the impact of service outages on day-to-day business activitiesD.To plan and manage entries in the service catalogueExplanation:

Which one of the following is the BEST definition of an event?W hich one of the follow ing is the BEST definition of an event?A.Any change of state that has significance for the management of a configuration item (CI) or ITserviceB.An unplanned interruption to an IT service or a reduction in the quality of an IT serviceC.The unknow n cause of one or more incidents that have an impact on an IT serviceD.Reducing or eliminating the cause of an incident or problemExplanation:

Which one of the following is the BEST description of the purpose of the service operation stage ofthe service lifecycle?W hich one of the follow ing is the BEST description of the purpose of the service operation stage ofthe service lifecycle?A.To decide how IT w ill engage w ith suppliers during the service lifecycleB.To proactively prevent all outages to IT servicesC.To design and build processes w hich w ill meet business needsD.To deliver and manage IT services at agreed levels to business users and customersExplanation:

Which one of the following is the BEST description of a major incident?W hich one of the follow ing is the BEST description of a major incident?A.An incident w hich is so complex that it requires root cause analysis before a w orkaround can befoundB.An incident w hich requires a large number of people to resolveC.An incident logged by a senior managerD.An incident which has a high priority or a high impact on the businessExplanation:

Which of the following availability management activities is/are considered to be proactive asopposed to reactive?W hich of the follow ing availability management activities is/are considered to be proactive asopposed to reactive?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments1. Monitoring system availability2. Designing availability into a proposed solutionA.None of the above

B.Both of the aboveC.1 onlyD.2 onlyExplanation:

Which one of the following would NOT involve event management?W hich one of the follow ing w ould NOT involve event management?A.Intrusion detectionB.Recording and monitoring environmental conditions in the data centreC.Recording service desk staff absenceD.Monitoring the status of configuration itemsExplanation:

Which one of the following layers is NOT part of this type of SLA?The multi-level SLA’ is a three-layer structure. W hich one of the follow ing layers is NOT part of thistype of SLA?A.Customer levelB.Service levelC.Corporate levelD.Configuration levelExplanation:

Which processes are responsible for the regular review of underpinning contracts?W hich processes are responsible for the regular review of underpinning contracts?A.Supplier management and service level managementB.Supplier management and change managementC.Availability management and service level managementD.Supplier management and availability managementExplanation:

Which process is responsible for controlling, recording and reporting on the relationships betweencomponents of the IT infrastructure?W hich process is responsible for controlling, recording and reporting on the relationships betw eencomponents of the IT infrastructure?A.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsService level managementB.Change managementC.Incident managementD.Service asset and configuration managementExplanation:

Which one of the following activities is NOT part of the Deming Cycle?W hich one of the follow ing activities is NOT part of the Deming Cycle?A.ActB.PlanC.DoD.Co-ordinateExplanation:

Which one of the following is the BEST description of a service level agreement (SLA)?W hich one of the follow ing is the BEST description of a service level agreement (SLA)?A.The part of a contract that specifies the responsibilities of each partyB.

An agreement betw een the service provider and an internal organizationC.An agreement betw een a service provider and an external supplierD.An agreement between the service provider and their customerExplanation:

Which of the following is an objective/are objectives of the service strategy stage of the servicelifecycle?W hich of the follow ing is an objective/are objectives of the service strategy stage of the servicelifecycle?1. Providing an understanding of w hat strategy is2. Ensuring a w orking relationship betw een the customer and service provider3. Defining how value is createdA.1 onlyB.2 onlyC.3 onlyD.All of the aboveExplanation:

which of the following areas would ITIL complementary guidance provide assistance?In w hich of the follow ing areas w ould ITIL complementary guidance provide assistance?1. Adapting best practice for specific industry sectors2. Integrating ITIL w ith other operating modelsA.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsBoth of the aboveB.Neither of the aboveC.Option 1 onlyD.Option 2 onlyExplanation:

Which one of the following is the BEST description of a service-based service level agreement(SLA)?W hich one of the follow ing is the BEST description of a service-based service level agreement(SLA)?A.An agreement w ith an individual customer group, covering all the services that they useB.An agreement that covers one service for a single customerC.An agreement that covers service specific issues in a multi-level SLA structureD.An agreement that covers one service for all customers of that serviceExplanation:

Which one of the following activities would be performed by access management?W hich one of the follow ing activities w ould be performed by access management?A.Providing physical security for staff at data centers and other buildingsB.Managing access to computer rooms and other secure locationsC.Managing access to the service deskD.Managing the rights to use a service or group of servicesExplanation:

Which one of the following provides the CORRECT list of processes within the service operationstage of the service lifecycle?W hich one of the follow ing provides the CORRECT list of processes w ithin the service operationstage of the service lifecycle?A.Event management, incident management, problem management, request fulfillment, andaccess managementB.

Event management, incident management, change management, and access managementC.Incident management, problem management, service desk, request fulfillment, and eventmanagementD.Incident management, service desk, request fulfillment, access management, and eventmanagementExplanation:

Which of the following activities are performed by a desk?W hich of the follow ing activities are performed by a desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosisPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments3. Restoring service4. Implementing all standard changesA.All of the aboveB.1, 2 and 3 onlyC.2 and 4 onlyD.3 and 4 onlyExplanation:

Who is responsible for defining metrics for change management?W ho is responsible for defining metrics for change management?A.The change management process ownerB.The change advisory board (CAB)C.The service ow nerD.The continual service improvement managerExplanation:

Which of the following are within the scope of service asset and configuration management?W hich of the follow ing are w ithin the scope of service asset and configuration management?1. Identification of configuration items (CIs)2. Recording relationships betw een CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of softw are to support service asset and configurationmanagementA.1, 2 and 3 onlyB.All of the aboveC.1, 2 and 4 onlyD.3 and 4 onlyExplanation:

which part of the service lifecycle?Looking for w ays to improve process efficiency and cost effectiveness is a purpose of w hich partof the service lifecycle?A.Service operationB.Service transitionC.Continual service improvementD.Service strategyExplanation:

Which stage of the continual service improvement (CSI) approach is BEST described by thephrase…?Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsW hich stage of the continual service improvement (CSI) approach is BEST described by thephrase ‘Understand and agree on the priorities for improvement based on a deeper development

of the principles defined in the vision’?A.W here are w e now ?B.Where do we want to be?C.How do w e get there?D.Did w e get there?Explanation:

Which of the following processes contributes MOST to quantifying the financial value of IT servicesto the business?W hich of the follow ing processes contributes MOST to quantifying the financial value of ITservices to the business?A.Service level managementB.Financial managementC.Demand managementD.Risk managementExplanation:

Which of the following is the BEST description of a service-based service level agreement (SLA)?W hich of the follow ing is the BEST description of a service-based service level agreement (SLA)?A.The SLA covers one service, for all the customers of that serviceB.The SLA covers an individual customer group for all services they useC.An SLA that covers all customers for all servicesD.An SLA for a service w ith no customersExplanation:

Which of the following is NOT a source of best practice?W hich of the follow ing is NOT a source of best practice?A.StandardsB.TechnologyC.Academic researchD.Internal experienceExplanation:

What is a service delivered between two business units in the same organization known as?W hat is a service delivered betw een tw o business units in the same organization know n as?A.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsStrategic serviceB.Delivered serviceC.Internal serviceD.External serviceExplanation:

What is the act of transforming resources and capabilities into valuable service better known as?W hat is the act of transforming resources and capabilities into valuable service better know n as?A.Service managementB.Incident managementC.Resource managementD.Service supportExplanation:

From the perspective of the service provider, who is the person or group that agrees their servicetargets?From the perspective of the service provider, w ho is the person or group that agrees their servicetargets?A.The userB.The customerC.The supplierD.The administratorExplanation:

Which of the following identifies the purpose of service transition planning and support?W hich of the follow ing identifies the purpose of service transition planning and support?A.Provide overall planning for service transitions and co-ordinate the resources they requireB.Ensure that all service transitions are properly authorizedC.Provide the resources to allow all infrastructure elements of a service transition to be recordedand trackedD.To define testing scripts to ensure service transitions are unlikely to ever failExplanation:

Which process would maintain policies, standards and models for service transition activities andprocesses?W hich process w ould maintain policies, standards and models for service transition activities andprocesses?A.Change managementPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsB.Capacity managementC.Service transition planning and supportD.Release managementExplanation:

Which of the following identifies the purpose of design coordination?W hich of the follow ing identifies the purpose of design coordination?A.Provide a single point of control for all activities and processes within the service design stageof the lifecycleB.Ensuring all service designs have availability designed into themC.Designing of all the links betw een every service design process and all other processes in theservice lifecycleD.Control of all supplier relationships from design right through to the production environmentExplanation:

Which process has the following objective, ‘Produce service design packages (SDPs) based onservice charters and change requests’?W hich process has the follow ing objective, ‘Produce service design packages (SDPs) based onservice charters and change requests’?A.Service transition planning and supportB.Design coordinationC.Service level managementD.Change managementExplanation:

Which of the following activities would be performed by a process manager?W hich of the follow ing activities w ould be performed by a process manager?

1. Monitoring and reporting on process performance2. Identifying improvement opportunities3. Appointing people to required rolesA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyExplanation:

Which role is accountable for the operational management of a process?W hich role is accountable for the operational management of a process?A.Process practitionerPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsB.Process managerC.Service managerD.Change managerExplanation:

Which of the following statements is CORRECT for every process?W hich of the follow ing statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA.Both of the aboveB.1 onlyC.Neither of the aboveD.2 onlyExplanation:

Which of the following should be done when closing an incident?W hich of the follow ing should be done w hen closing an incident?1. Check the incident categorization and correct it if necessary2. Check that the user is satisfied w ith the outcomeA.1 onlyB.Both of the aboveC.2 onlyD.Neither of the aboveExplanation:

Which of the following is NOT an objective of request fulfillment?W hich of the follow ing is NOT an objective of request fulfillment?A.To provide information to users about w hat services are available and how to request themB.To update the service catalogue with services that may be requested through the service deskC.To provide a channel for users to request and receive standard servicesD.To source and deliver the components of standard services that have been requestedExplanation:

Which process would you MOST expect to be involved in the management of underpinningcontracts?W hich process w ould you MOST expect to be involved in the management of underpinningcontracts?A.Change managementB.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments

Service catalogue managementC.Supplier managementD.Release and deployment managementExplanation:

Which of the following are valid parts of the service portfolio?W hich of the follow ing are valid parts of the service portfolio?1. Service pipeline2. Service know ledge management system (SKMS)3. Service catalogueA.1 and 2 onlyB.3 onlyC.1 and 3 onlyD.All of the aboveExplanation:

which of the following?A Service design package (SDP) w ould normally be produced for w hich of the follow ing?1. A new IT service2. A major change to an IT service3. An emergency change to an IT service4. An IT service retirementA.2, 3 and 4 onlyB.1, 2 and 4 onlyC.None of the aboveD.All of the aboveExplanation:

Which of the following are benefits to the business of implementing service transition?W hich of the follow ing are benefits to the business of implementing service transition?1. Better reuse and sharing of assets across projects and resources2. Reduced cost to design new services3. Result in higher volume of successful changesA.1 and 2 onlyB.2 and 3 onlyC.1 and 3 onlyD.None of the aboveExplanation:

Which of the following processes are performed by the service desk?W hich of the follow ing processes are performed by the service desk?1. Capacity management2. Request fulfillment3. Demand managementPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments4. Incident managementA.All of the aboveB.3 and 4 onlyC.2 and 4 onlyD.2 onlyExplanation:

which of the following ways?Remediation planning is BEST described in w hich of the follow ing w ays?A.Planning how to recover the cost of a changeB.Planning the steps required to be taken if a change is unsuccessfulC.

Planning how to compensate a user for a failed changeD.Planning how to advise the change requestor of a failed changeExplanation:

Which statement BEST represents the guidance on incident logging?W hich statement BEST represents the guidance on incident logging?A.Incidents must only be logged if a resolution is not immediately availableB.Only incidents reported to the service desk can be loggedC.All incidents must be fully loggedD.The service desk decide w hich incidents to logExplanation:

Which problem management activity ensures that a problem can be easily tracked andmanagement information can be obtained?W hich problem management activity ensures that a problem can be easily tracked andmanagement information can be obtained?A.CategorizationB.DetectionC.PrioritizationD.EscalationExplanation:

Which process is responsible for eliminating recurring incidents and minimizing the impact ofincidents that cannot be prevented?W hich process is responsible for eliminating recurring incidents and minimizing the impact ofincidents that cannot be prevented?A.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsService level managementB.Problem managementC.Change managementD.Event managementExplanation:

What are the categories of events described in the ITIL service operation book?W hat are the categories of events described in the ITIL service operation book?A.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactiveExplanation:

Which of the following is the BEST description of a centralized service desk?W hich of the follow ing is the BEST description of a centralized service desk?A.The desk is co-located w ithin or physically close to the user community it servesB.The desk uses technology and other support tools to give the impression that multiple desklocations are in one placeC.The desk provides 24 hour global supportD.There is a single desk in one location serving the whole organizationExplanation:

Which of the following would be most useful in helping to implement a workaround as quickly aspossible?W hich of the follow ing w ould be most useful in helping to implement a w orkaround as quickly aspossible?

A.A capacity databaseB.A definitive media libraryC.A request for changeD.A known error databaseExplanation:

Which of the following would NOT be contained in a release policy?W hich of the follow ing w ould NOT be contained in a release policy?A.Naming and numbering conventionsB.Entry and exit criteria of the release into testingPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsC.Roles and responsibilities for the releaseD.The risk register for the releaseExplanation:

Which reason describes why ITIL is so successful?W hich reason describes w hy ITIL is so successful?A.The five ITIL volumes are conciseB.It is not tied to any particular vendor platformC.It tells service providers exactly how to be successfulD.It is designed to be used to manage projectsExplanation:

What type of record should you raise when a problem diagnosis is complete and a workaround isavailable?W hat type of record should you raise w hen a problem diagnosis is complete and a w orkaround isavailable?A.A service objectB.An incidentC.A changeD.A known errorExplanation:

Which two elements of financial management for IT services are mandatory?W hich tw o elements of financial management for IT services are mandatory?A.Budgeting and chargingB.Accounting and chargingC.Budgeting and accountingD.Costing and chargingExplanation:

What is the primary focus of business capacity management?W hat is the primary focus of business capacity management?A.Management, control and prediction of the performance, utilization and capacity of individualelements of IT technologyB.Review of all capacity supplier agreements and underpinning contracts w ith suppliermanagementC.Management, control and prediction of the end-to-end performance and capacity of the live,operational IT servicesPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsD.

Future business requirements for IT services are quantified, designed, planned andimplemented in a timely fashionExplanation:

Which statement about the service portfolio is TRUE?W hich statement about the service portfolio is TRUE?A.The service portfolio includes ail services except those managed by third partiesB.It is an integral part of the service catalogueC.It allow s the organization unlimited resources w hen planning for new service deploymentsD.It represents all resources presently engaged or being released in various stages of the servicelifecycleExplanation:http://docs.livetime.com/LiveTime61/ServiceManager/service_portfolio_management.htm (Second para)

Which of the following statements describes the objectives of service asset and configurationmanagement?W hich of the follow ing statements describes the objectives of service asset and configurationmanagement?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 items3. To establish and maintain an accurate and complete configuration management system4. To document all security controls together w ith their operation and maintenanceA.1 and 2 onlyB.1, 2, and 3 onlyC.1, 3 and 4 onlyD.All of the aboveExplanation:http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/service_asset/ITIL_guide%20to%20SA%20and%20CM%20management%20pdf (see ‘The purpose andobjectives of service asset and configuration management; first and second bullet)New Questions

what should be done if the change is unsuccessful?W hich stage of the change management process deals w ith w hat should be done if the change isunsuccessful?A.Remediation planningB.CategorizationC.PrioritizationD.Review and closeExplanation:

Which of the following is MOST concerned with the design of new or changed services?W hich of the follow ing is MOST concerned w ith the design of new or changed services?A.Change managementPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsB.Service transitionC.Service strategyD.Service designExplanation:

Which of these recommendations is best practice for service level management?W hich 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 SLAA.1 onlyB.2onlyC.

Both of the aboveD.Neither of the aboveExplanation:

Which of the following statement about the service owner is INCORRECT?W hich of the follow ing statement about the service ow ner is INCORRECT?A.Carries out the day-to-day monitoring and operation of the service they ownB.Contributes to continual improvement affecting the service they ow nC.Is a stakeholder in all of the IT processes w hich support the service they ow nD.Is accountable for a specific service w ithin an organizationExplanation:

Which Functions are included in IT operations management?W hich Functions are included in IT operations management?A.Netw ork management and application managementB.Technical management and change managementC.IT operations control and facilities managementD.Facilities management and release managementExplanation:

what action plans have been put in place to deal with dissatisfaction?W hich process w ould seek to understand levels of customer satisfaction and communicate w hataction plans have been put in place to deal w ith dissatisfaction?A.Availability managementB.Capacity managementC.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsBusiness relationship managementD.Service catalogue managementExplanation:

The definitive media library is the responsibility of:The definitive media library is the responsibility of:A.Facilities managementB.Access managementC.Request fulfillmentD.Service asset and configuration managementExplanation:

What are the three service provider business models?W hat are the three service provider business models?A.Internal service provider, outsourced 3rd party and off-shore partyB.Internal service operations provider, external service operations provider, shared service unitC.Internal service provider, external service provider, outsourced 3rd partyD.Internal service provider, external service provider, shared service unitExplanation:

Which of the following statements MOST correctly identifies the scope of design coordinationactivities?W hich of the follow ing statements MOST correctly identifies the scope of design coordinationactivities?A.Only changes that introduce new services are includedB.All changes are mandated to be includedC.Only changes to business critical systems are included

D.Any changes that would benefit the organization are includedExplanation:

Which of the following items would commonly be on the agenda for a change advisory board(CAB)?W hich of the follow ing items w ould commonly be on the agenda for a change advisory board(CAB)?1. Details of failed changes2. Updates to the change schedule3. Review s of completed changesA.All of the aboveB.1 and 2onlyC.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments2 and 3 onlyD.1 and 3 onlyExplanation:

Which of the following are types of service defined in ITIL?W hich of the follow ing are types of service defined in ITIL?1. Core2. Enabling3. SpecialA.1 and 3onlyB.All of the aboveC.1 and 2 onlyD.2 and 3 onlyExplanation:

What is defined as the ability of a service, component or configuration item (CI) to perform itsagreed function when required?W hat is defined as the ability of a service, component or configuration item (CI) to perform itsagreed function w hen required?A.ServiceabilityB.AvailabilityC.CapacityD.ContinuityExplanation:

Which of the following can include steps that will help to resolve an incident?W hich of the follow ing can include steps that w ill help to resolve an incident?1. Incident model2. Know n error recordA.1 onlyB.2onlyC.Both of the aboveD.Neither of the aboveExplanation:

Which types of communication would the functions within service operation use?W hich types of communication w ould the functions w ithin service operation use?1. Communication betw een data centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA.1 onlyPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No comments

Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsB.2 and 3 onlyC.1, 2 and 4 onlyD.All of the aboveExplanation:

Where would all the possible service improvement opportunities be recorded?W here w ould all the possible service improvement opportunities be recorded?A.CSI registerB.Know n error databaseC.Capacity management information systemD.Configuration management databaseExplanation:

Which of the following statements correctly states the relationship between urgency, priority andimpact?W hich of the follow ing statements correctly states the relationship betw een urgency, priority andimpact?A.Impact, priority and urgency are independent of each otherB.Urgency should be based on impact and priorityC.Impact should be based on urgency and priorityD.Priority should be based on impact and urgencyExplanation:

which stage of the service lifecycle?Event management, problem management, access management and request fulfillment are partof w hich stage of the service lifecycle?A.Service strategyB.Service transitionC.Service operationD.Continual service improvementExplanation:

Which of the following is NOT a benefit of using public frameworks and standards?W hich of the follow ing is NOT a benefit of using public framew orks and standards?A.Know ledge of public framew orks is more likely to be w idely distributedB.They are always free ensuring they can be implemented quicklyC.Posted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsPosted by seenagape on April 2, 2015 No commentsThey are validated across a w ide range of environments making them more robustD.They make collaboration betw een organizations easier by giving a common languageExplanation:

Which of the following statements about processes is INCORRECT?W hich of the follow ing statements about processes is INCORRECT?A.They are units of organizationsB.They are measurableC.They deliver specific resultsD.They respond to specific eventsExplanation:

Which process has the following objective “Establish new or changed services into supportedenvironments within the predicted cost, time and resource estimates”?

W hich process has the follow ing objective “Establish new or changed services into supportedenvironments w ithin the predicted cost, time and resource estimates”?A.Service strategyB.Service transition planning and supportC.Service level managementD.Change managementExplanation:

What are customers of an IT service provider who purchase services in terms of a legally bindingcontract known as?W hat are customers of an IT service provider w ho purchase services in terms of a legally bindingcontract know n as?A.Strategic customersB.External customersC.Valued customersD.Internal customersExplanation:Questions & Answ er collectionCheckPoint Cisco CIW CompTIA CWNP EC-Council ISC2 Juniper Linux Microsoft Oracle Sun VMWare EMC Exin Isilon PMI HP IBM ISACA

EXNIQ uesoitns& A nswersJ U S T A N O T H E R A L L I N O N E T E S T K I N G S I T E SSearchSEARCHHome Membership SubscribeE X A M I N F O R M A T I O NRSS feed for this sectionThis category contains131 postsExam EX0-117: ITILFoundation (Syllabus 2011)(updated February 15, 2013)

Which role is responsible for carrying out the activities of a process?W hich role is responsible for carrying out the activities of a process?A.Process ow nerB.Change managerC.Service managerD.Process practitionerWhich process or function is responsible for monitoring activities and events in the ITinfrastructure?W hich process or function is responsible for monitoring activities and events in the ITinfrastructure?A.Service level managementB.IT operations managementC.Capacity managementD.Incident management

Which of the following options is a hierarchy that is used in knowledge management?W hich of the follow ing options is a hierarchy that is used in know ledge management?A.W isdom – Information – Data – Know ledgeB.Data – Information – Knowledge – WisdomC.Know ledge – W isdom – Information – DataD.Information – Data – Know ledge – W isdom

which stage of the service lifecycle should the processes necessary to operate a new service be

defined?At w hich stage of the service lifecycle should the processes necessary to operate a new servicebe defined?A.Service design: Design the processesB.Service strategy: Develop the offeringsC.Service transition: Plan and prepare for deploymentD.Service operation: IT operations management

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsW hy are public framew orks, such as 1TIL, attractive w hen compared to proprietary know ledge?A.Proprietary knowledge may be difficult to adopt, replicate or transfer since it is oftenundocumentedB.Public framew orks are alw ays cheaper to adoptC.Public framew orks are prescriptive and tell you exactly w hat to doD.Proprietary know ledge has been tested in a w ide range of environments

Which of the following is an objective of business relationship management?W hich of the follow ing is an objective of business relationship management?A.To identify patterns of business activityB.To ensure high levels of customer satisfactionC.To secure funding to manage the provision of servicesD.To ensure strategic plans for IT services exist

What are these four Ps?The design of IT services requires the effective and efficient use of “the four Ps”. W hat are thesefour Ps?A.People, process, partners, performanceB.Performance, process, products, plansC.People, process, products, partnersD.People, products, plans, partners

Which of the following BEST describes service strategies value to the business?W hich of the follow ing BEST describes service strategies value to the business?A.Allow s higher volumes of successful changeB.Reduction in unplanned costs through optimized handling of service outagesC.Reduction in the duration and frequency of service outagesD.Enabling the service provider to have a clear understanding of what levels of service will maketheir customers successfulWhich two processes will contribute MOST to enabling effective problem detection?W hich tw o processes w ill contribute MOST to enabling effective problem detection?A.Incident and financial managementB.Change and release and deployment managementC.Incident and event managementPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsD.Know ledge and service level management

Which of the following would be used to communicate a high level description of a major changethat involved significant cost and risk to the organization?W hich of the follow ing w ould be used to communicate a high level description of a major changethat involved significant cost and risk to the organization?A.Change proposalB.Change policyC.Service requestD.Risk register

Which of the following should be documented in an incident model?W hich of the follow ing should be documented in an incident model?1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incidentA.1 onlyB.2 onlyC.Both of the aboveD.Neither of the above

Why is it important for service providers to understand patterns of business activity (PBA)?W hy is it important for service providers to understand patterns of business activity (PBA)?A.PBA are based on organizational roles and responsibilitiesB.IT service providers CANNOT schedule changes until they understand PBAC.Demand for the services delivered by service providers are directly influenced by PBAD.Understanding PBA is the only w ay to enable accurate service level reporting

Which one of the following would NOT be defined as part of every process?W hich one of the follow ing w ould NOT be defined as part of every process?A.RolesB.Inputs and outputsC.FunctionsD.Metrics

Which process is responsible for recording the current details, status, interfaces anddependencies of all services…?W hich process is responsible for recording the current details, status, interfaces anddependencies of all services that are being run or being prepared to run in the live environment?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsA.Service level managementB.Service catalogue managementC.Demand managementD.Service transition

Which one of the following would be expected of them?A process ow ner has been identified w ith an I in a RACI matrix. W hich one of the follow ing w ouldbe expected of them?A.Be accountable for the outcome of an activityB.Perform an activityC.Be kept up-to-date on the progress of an activityD.Manage an activity

Which of the following are objectives of service level management?W hich of the follow ing are objectives of service level management?1: Defining, documenting and agreeing the level of FT services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate inA.1, 2 and 3 onlyB.1 and 2 onlyC.1, 2 and 4 onlyD.All of the above

Which one of the following do technology metrics measure?W hich one of the follow ing do technology metrics measure?A.ComponentsB.ProcessesC.The end-to-end serviceD.Customer satisfaction

Which process includes business, service and component sub-processes?W hich process includes business, service and component sub-processes?A.Capacity managementB.Incident managementC.Service level managementD.Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsFinancial management

Which one of the following is NOT part of the service design stage of the service lifecycle?W hich one of the follow ing is NOT part of the service design stage of the service lifecycle?A.Designing and maintaining all necessary service transition packagesB.Producing quality, secure and resilient designs for new or improved servicesC.Taking service strategies and ensuring they are reflected in the service design processes andthe service designs that are producedD.Measuring the effectiveness and efficiency of service design and the supporting processes

What is the result of carrying out an activity, following a process or delivering an IT service knownas?W hat is the result of carrying out an activity, follow ing a process or delivering an IT service know nas?A.OutcomeB.IncidentC.ChangeD.Problem

Which process is responsible for managing relationships with vendors?W hich process is responsible for managing relationships w ith vendors?A.Change managementB.Service portfolio managementC.Supplier managementD.Continual service improvement

Which of the following service desk organizational structures are described in service operation?W hich of the follow ing service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sunA.1, 2 and 4 onlyB.2, 3 and 4 onlyC.1, 3 and 4 onlyD.1, 2 and 3 only

What are the categories of event described in the UIL service operation book?W hat are the categories of event described in the UIL service operation book?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsA.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactive

What would you call the groups of people who have an interest in the activities, targets, resourcesand deliverables from service management?W hat w ould you call the groups of people w ho have an interest in the activities, targets, resourcesand deliverables from service management?A.EmployersB.StakeholdersC.RegulatorsD.Accreditors

Which of the following are the MAIN objectives of incident management?W hich of the follow ing are the MAIN objectives of incident management?1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operationsA.1 and 2 onlyB.2 and 3 onlyC.1 and 3 onlyD.All of the above

What is the name of the group that should review changes that must be implemented faster thanthe normal change process?W hat is the name of the group that should review changes that must be implemented faster thanthe normal change process?A.Technical managementB.Emergency change advisory boardC.Urgent change boardD.Urgent change authority

Which of the following is NOT an objective of service transition?W hich of the follow ing is NOT an objective of service transition?A.To ensure that a service can be operated, managed and supportedB.

To provide training and certification in project managementC.To provide quality know ledge and information about services and service assetsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsD.To plan and manage the capacity and resource requirements to manage a release

Which of the following types of service should be included in the scope of service portfoliomanagement?W hich of the follow ing types of service should be included in the scope of service portfoliomanagement?1. Those planned to be delivered2. Those being delivered3. Those that have been w ithdraw n from serviceA.1 and 3 onlyB.All of the aboveC.1 and 2 onlyD.2 and 3 only

The BEST description of an incident is:The BEST description of an incident is:A.An unplanned disruption of service unless there is a backup to that serviceB.An unplanned interruption to service or a reduction in the quality of serviceC.Any disruption to service w hether planned or unplannedD.Any disruption to service that is reported to the service desk, regardless of w hether the serviceis impacted or not

Which one of the following is the CORRECT set of steps for the continual service improvementapproach?W hich one of the follow ing is the CORRECT set of steps for the continual service improvementapproach?A.Devise a strategy; Design the solution; Transition into production; Operate the solution;Continually improveB.W here do w e w ant to be?; How do w e get there?; How do w e check w e arrived?; How do w ekeep the momentum going?C.Identify the required business outcomes; Plan how to achieve the outcomes; Implement theplan; Check the plan has been properly implemented; Improve the solutionD.What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Didwe get there?; How do we keep the momentum going?When can a known error record be raised?W hen can a know n error record be raised?1. At any time it w ould be useful to do so2. After a w orkaround has been foundA.2 onlyB.1 onlyC.Neither of the abovePosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsD.Both of the aboveWhat body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?W hat body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?

A.The change authorization boardB.The change advisory boardC.The change implementerD.The change manager

Which process is responsible for discussing reports with customers showing whether serviceshave met their targets?W hich process is responsible for discussing reports w ith customers show ing w hether serviceshave met their targets?A.Continual service improvementB.Change managementC.Service level managementD.Availability management

What do customer perceptions and business outcomes help to define?W hat do customer perceptions and business outcomes help to define?A.The value of a serviceB.GovernanceC.Total cost of ow nership (TCO)D.Key performance indicators (KPIs)

Which of the following are basic concepts used in access management?W hich of the follow ing are basic concepts used in access management?A.Personnel, electronic, netw ork, emergency, identityB.Rights, access, identity, directory services, service/service componentsC.Physical, personnel, netw ork, emergency, serviceD.Normal, temporary, emergency, personal, group

Which of these statements about resources and capabilities is CORRECT?W hich of these statements about resources and capabilities is CORRECT?A.Resources are types of service asset and capabilities are notPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsB.Resources and capabilities are both types of service assetC.Capabilities are types of service asset and resources are notD.Neither capabilities nor resources are types of service asset

what is the key output handed over to service transition?W ithin service design, w hat is the key output handed over to service transition?A.Measurement, methods and metricsB.Service design packageC.Service portfolio designD.Process definitions

What should a service always deliver to customers?W hat should a service alw ays deliver to customers?A.ApplicationsB.InfrastructureC.ValueD.

Resources

Which process is responsible for the availability, confidentiality and integrity of data?W hich process is responsible for the availability, confidentiality and integrity of data?A.Service catalogue managementB.Service asset and configuration managementC.Change managementD.Information security managementwhich of the following?Availability management is directly responsible for the availability of w hich of the follow ing?A.IT services and componentsB.IT services and business processesC.Components and business processesD.IT services, components and business processes

What type of baseline captures the structure, contents and details of the infrastructure andrepresents a set of items that are related to each other?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsW hat type of baseline captures the structure, contents and details of the infrastructure andrepresents a set of items that are related to each other?A.Configuration baselineB.Project baselineC.Change baselineD.Asset baseline

Which of the following BEST describes the purpose of access management?W hich of the follow ing BEST describes the purpose of access management?A.To provide a channel for users to request and receive standard servicesB.Provides the rights for users to be able to use a service or group of servicesC.To prevent problems and resulting Incidents from happeningD.To detect security events and make sense of them

Which of the following are reasons why ITIL is successful?W hich of the follow ing are reasons w hy ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practiceA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 only

Which one of the following includes four stages called Plan, Do, Check and Act?W hich one of the follow ing includes four stages called Plan, Do, Check and Act?A.The Deming CycleB.The continual service improvement approachC.The seven-step improvement processD.The service lifecycle

which stage of the service lifecycle?The consideration of value creation is a principle of w hich stage of the service lifecycle?A.

Continual service improvementB.Service strategyC.Service designPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsD.Service transition

Which process is responsible for dealing with complaints, comments, and general enquiries fromusers?W hich process is responsible for dealing w ith complaints, comments, and general enquiries fromusers?A.Service level managementB.Service portfolio managementC.Request fulfilmentD.Demand management

Which of the following BEST describes partners’ in the phrase people, processes, products andpartners"?W hich of the follow ing BEST describes partners’ in the phrase people, processes, products andpartners”?A.Suppliers, manufacturers and vendorsB.CustomersC.Internal departmentsD.The facilities management function

Which process will perform risk analysis and review of all suppliers and contracts on a regularbasis?W hich process w ill perform risk analysis and review of all suppliers and contracts on a regularbasis?A.The service level managementB.The IT service continuity managementC.The service catalogue managementD.The supplier managementwhich level of understanding within knowledge management?The experiences, ideas, insights and values of individuals are examples of w hich level ofunderstanding w ithin know ledge management?A.DataB.InformationC.KnowledgeD.Governance

Which one of the following contains information that is passed to service transition to enable theimplementation of a new service?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsW hich one of the follow ing contains information that is passed to service transition to enable theimplementation of a new service?A.A service optionB.A service transition package (STP)

C.A service design package (SDP)D.A service charter

Which of the following would commonly be found in a contract underpinning an IT service?W hich of the follow ing w ould commonly be found in a contract underpinning an IT service?1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both partiesA.1 and 2 onlyB.1 and 3 onlyC.2 and 3 onlyD.All of the abovewhich processes?Service transition contains detailed descriptions of w hich processes?A.Change management, service asset and configuration management, release and deploymentmanagementB.Change management, capacity management event management, service request managementC.Service level management, service portfolio management, service asset and configurationmanagementD.Service asset and configuration management, release and deployment management, requestfulfillment

Which statement should NOT be part of the value proposition for Service Design?W hich statement should NOT be part of the value proposition for Service Design?A.Reduced total cost of ow nershipB.Improved quality of serviceC.Improved Service alignment w ith business goalsD.Better balance of technical skills to support live servicesWhich process would be used to compare the value that newer services have offered over thosethey have replaced?W hich process w ould be used to compare the value that new er services have offered over thosethey have replaced?A.Availability managementPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsB.Capacity managementC.Service portfolio managementD.Service catalogue management

Which one of the following is the BEST description of the items above?Consider the follow ing list:1. Change authority2. Change manager3. Change advisory board (CAB)W hich one of the follow ing is the BEST description of the items above?A.Job descriptionsB.FunctionsC.TeamsD.Roles, people or groupsHierarchic escalation is BEST described as?Hierarchic escalation is BEST described as?

A.Notifying more senior levels of management about an incidentB.Passing an incident to people w ith a greater level of technical skillC.Using more senior specialists than necessary to resolve an Incident to maintain customersatisfactionD.Failing to meet the incident resolution times specified in a service level agreement

Which one of the following functions would be responsible for the management of a data centre?W hich one of the follow ing functions w ould be responsible for the management of a data centre?A.Technical managementB.Service deskC.Application managementD.Facilities managementWhich one of the following would be the MOST useful in helping to define roles and responsibilitiesin an organizational structure?W hich one of the follow ing w ould be the MOST useful in helping to define roles andresponsibilities in an organizational structure?A.RACI modelB.Incident modelC.Continual service improvement (CSI) approachPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsD.The Deming Cycle

Which process will regularly analyse incident data to identify discernible trends?W hich process w ill regularly analyse incident data to identify discernible trends?A.Service level managementB.Problem managementC.Change managementD.Event management

Which is the correct definition of a customer facing service?W hich is the correct definition of a customer facing service?A.One which directly supports the business processes of customersB.A service that cannot be allow ed to failC.One w hich is not covered by a service level agreementD.A service not directly used by the business

Which one of the following is the BEST definition of the term service management?W hich one of the follow ing is the BEST definition of the term service management?A.A set of specialized organizational capabilities for providing value to customers in the form ofservicesB.A group of interacting, interrelated, or independent components that form a unified w hole,operating together for a common purposeC.The management of functions w ithin an organization to perform certain activitiesD.Units of organizations w ith roles to perform certain activities

Which of the following is NOT a valid objective of problem management?W hich of the follow ing is NOT a valid objective of problem management?A.To prevent problems and their resultant IncidentsB.To manage problems throughout their lifecycle

C.To restore service to a userD.To eliminate recurring incidents

Which one of the following is an objective of service catalogue management?W hich one of the follow ing is an objective of service catalogue management?A.Negotiating and agreeing service level agreementB.Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsNegotiating and agreeing operational level agreementsC.Ensuring that the service catalogue is made available to those approved to access itD.Only ensuring that adequate technical resources are available

Which of the following statements BEST describes the aims of release and deploymentmanagement?W hich of the follow ing statements BEST describes the aims of release and deploymentmanagement?A.To build, test and deliver the capability to provide the services specified by service designB.To ensure that each release package specified by service design consists of a set of relatedassets and service componentsC.To ensure that all changes can be tracked, tested and verified if appropriateD.To record and manage deviations, risks and issues related to the new or changed service

Which one of the following activities are carried out during the "Where do we want to be?" step ofthe continual service improvement (CSI) approach?W hich one of the follow ing activities are carried out during the “W here do w e w ant to be?” step ofthe continual service improvement (CSI) approach?A.Implementing service and process improvementsB.Review ing measurements and metricsC.Creating a baselineD.Defining measurable targetsWhich one of the following can help determine the level of impact of a problem?W hich one of the follow ing 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)

Which of the following pairs of actions would be BEST to manage risk?The effective management of risk requires specific types of action. W hich of the follow ing pairs ofactions w ould be BEST to manage risk?A.Training in risk management for all staff and identification of risksB.Identification of risk, analysis and management of the exposure to riskC.Control of exposure to risk and investment of capitalD.Training of all staff and investment of capitalPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No comments

Which of the following is an enabler of best practice?W hich of the follow ing is an enabler of best practice?A.StandardsB.

TechnologyC.Academic researchD.Internal experience

Which of the following is the additional "P"?Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include Partners,People, Processes and one other “P”. W hich of the follow ing is the additional “P”?A.ProfitB.PreparationC.ProductsD.Potential

Which of the following is NOT one of the five individual aspects of service design?W hich of the follow ing is NOT one of the five individual aspects of service design?A.The design of the service portfolio, including the service catalogueB.The design of new or changed servicesC.The design of market spacesD.The design of the technology architectures

Where would you expect incident resolution targets to be documented?W here w ould you expect incident resolution targets to be documented?A.A service level agreement (SLA)B.A request for change (RFC)C.The service portfolioD.A service description

Which of the following provide value to the business from service strategy?W hich of the follow ing provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of w hat levels of service w ill maketheir customer’s successful2. Enabling the service provider to respond quickly and effectively to changes in the businessenvironment3. Reduction in the duration and frequency of service outagesA.All of the abovePosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 only

What are the categories of event described in the ITIL service operation book?W hat are the categories of event described in the ITIL service operation book?A.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactive

which of the following?A process ow ner is responsible for w hich of the follow ing?1. Defining the process strategy2. Assisting w ith process design3. Improving the process4. Performing all activities involved in a processA.2, 3 and 4 onlyB.All of the above

C.1, 2 and 3 onlyD.1, 2 and 4 only

Which one of the following is concerned with policy and direction?W hich one of the follow ing is concerned w ith policy and direction?A.Capacity managementB.GovernanceC.Service designD.Service level management

Which of the following should be considered when designing measurement systems, methods andmetrics?W hich of the follow ing should be considered w hen designing measurement systems, methods andmetrics?1. The services2. The architectures3. The configuration items4. The processesA.1, 2 and 3 onlyB.1, 3 and 4 onlyC.2, 3 and 4 onlyPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsD.All of the aboveWhich of the following is the best definition of IT service management?W hich of the follow ing is the best definition of IT service management?A.An internal service provider that is embedded w ithin a business unitB.A complete set of all the documentation required to deliver w orld class services to customersC.Technical implementation of supporting IT infrastructure componentsD.The implementation and management of quality IT services that meet business needsWhich of the following is service transition planning and support NOT responsible for?W hich of the follow ing is service transition planning and support NOT responsible for?A.Prioritizing conflicts for service transition resourcesB.Coordinating the efforts required to manage multiple simultaneous transitionsC.Maintaining policies, standards and models for service transition activities and processesD.Detailed planning of the build and test of individual changesWhat are underpinning contracts used to document?W hat are underpinning contracts used to document?A.The provision of IT services or business services by a service providerB.The provision of goods and services by third party suppliersC.Service levels that have been agreed betw een the internal service provider and their customerD.Metrics and critical success factors (CSFs) for internal support teams

which document would you expect to see an overview of actual service achievements againsttargets?In w hich document w ould you expect to see an overview of actual service achievements againsttargets?A.Operational level agreement(OLA)B.Capacity planC.

Service level agreement(SLA)D.SLA monitoring chart(SLAM)Who is responsible for ensuring that the request fulfillment process is being performed accordingto the agreed and documented standard?W ho is responsible for ensuring that the request fulfillment process is being performed accordingto the agreed and documented standard?A.The IT directorPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsB.The process ownerC.The service ow nerD.The customer

Which process is responsible for ensuring that appropriate testing takes place?W hich process is responsible for ensuring that appropriate testing takes place?A.Know ledge managementB.Release and deployment managementC.Service asset and configuration managementD.Service level management

Which of the following identify the purpose of business relationship management?W hich of the follow ing identify the purpose of business relationship management?1. To establish and maintain a business relationship betw een service provider and customer2. To identify customer needs and ensure that the service provider is able to meetA.Both of the aboveB.1 onlyC.2 onlyD.Neither of the above

Which of the following is the correct definition of an outcome?W hich of the follow ing is the correct definition of an outcome?A.The results specific to the clauses in a service level agreement (SLA)B.The result of carrying out an activity, following a process or delivering an IT serviceC.All the accumulated know ledge of the service providerD.All incidents reported to the service desk

what to measure and why it is being measured are key contributors to which part of the ServiceLifecycle?Understanding w hat to measure and w hy it is being measured are key contributors to w hich part ofthe Service Lifecycle?A.Service StrategyB.Continual Service ImprovementC.Service OperationD.Service DesignPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No comments

Which process would ensure that utility and warranty requirements are properly addressed inservice designs?W hich process w ould ensure that utility and w arranty requirements are properly addressed in

service designs?A.Availability managementB.Capacity managementC.Design coordinationD.Release management

What would you call the groups of people who have an interest in the activities, targets, resourcesand deliverables from service management?W hat w ould you call the groups of people w ho have an interest in the activities, targets, resourcesand deliverables from service management?A.EmployersB.StakeholdersC.RegulatorsD.Accreditors

What would be the next step in the continual service improvement (CSI) model after?W hat w ould be the next step in the continual service improvement (CSI) model after?1. W hat is the vision?2. W here are w e now ?3. W here do w e w ant to be?4. How do w e get there?5. Did w e get there?6. ?A.W hat is the return on investment (ROI)?B.How much did it cost?C.How do we keep the momentum going?D.W hat is the value on investment (VOI)?

Which statement about the emergency change advisory board (ECAB) is CORRECTW hich statement about the emergency change advisory board (ECAB) is CORRECTA.The ECAB considers every high priority request for change (RFC)B.Amongst the duties of the ECAB is the review of completed emergency changesC.The ECAB will be used for emergency changes where there may not be time to call a full CABD.The ECAB w ill be chaired by the IT Director

Which of the following BEST describes a problem?W hich of the follow ing BEST describes a problem?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsA.An issue reported by a userB.The cause of tw o or more incidentsC.A serious incident w hich has a critical impact to the businessD.The cause of one or more incidentsWhich of the following is NOT a recognized example of a service provider type within the ITILframework?W hich of the follow ing is NOT a recognized example of a service provider type w ithin the ITILframew ork?A.InternalB.ExternalC.Service deskD.

Shared services unit

Which one of the following statements about incident reporting and logging is CORRECT?W hich one of the follow ing statements about incident reporting and logging is CORRECT?A.Incidents can only be reported by usersB.Incidents can be reported by anyone who detects a disruption or potential disruption to normalserviceC.All calls to the service desk must be logged as incidentsD.Incidents reported by technical staff must also be logged as problems

Which process is responsible for providing the rights to use an IT service?W hich process is responsible for providing the rights to use an IT service?A.Incident managementB.Access managementC.Change managementD.Request fulfilment

What type of services are NOT directly used by the business but are required by the serviceprovider to deliver customer facing services?W hat type of services are NOT directly used by the business but are required by the serviceprovider to deliver customer facing services?A.Business servicesB.Component servicesC.Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsSupporting servicesD.Customer services

Which of the following areas would technology help to support during the service lifecycle?W hich of the follow ing areas w ould technology help to support during the service lifecycle?1. Data mining and w orkflow2. Measurement and reporting3. Release and deployment4. Process designA.2, 3 and 4 onlyB.1, 3 and 4 onlyC.1, 2 and 3 onlyD.All of the aboveHow many people should be accountable for a process as defined in the RACI model?How many people should be accountable for a process as defined in the RACI model?A.As many as necessary to complete the activityB.Only one – the process ownerC.Tw o – the process ow ner and the process enactorD.Only one – the process architect

The addition, modification or removal of an authorized, planned or supported service or servicecomponent…?The addition, modification or removal of an authorized, planned or supported service or servicecomponent and its associated documentation is a definition of w hat?A.A changeB.A change model

C.A change requestD.A change advisory board

Where should the following information be stored?W here should the follow ing information be stored?1. The experience of staff2. Records of user behaviour3. Supplier’s abilities and requirements4. User skill levelsA.The forw ard schedule of changeB.The service portfolioC.A configuration management database (CMDB)D.The service knowledge management system (SKMS)Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No comments

Which of the following statements about standard changes are CORRECT?W hich of the follow ing statements about standard changes are CORRECT?1. The approach is pre-authorized2. The risk is usually low and w ell understood3. Details of the change w ill be recorded4. Some standard changes w ill be triggered by the request fulfilment processA.1 onlyB.2 and 3 onlyC.1, 2 and 4 onlyD.All of the aboveWhich one of the following provides the CORRECT list of processes within the service operationstage of the service lifecycle?W hich one of the follow ing provides the CORRECT list of processes w ithin the service operationstage of the service lifecycle?A.Event management, incident management, problem management, request fulfilment, andaccess managementB.Event management, incident management, change management, and access managementC.Incident management, problem management, service desk, request fulfilment, and eventmanagementD.Incident management, service desk, request fulfilment, access management, and eventmanagement

which process is problem management likely to share categorization and impact coding systems?W ith w hich process is problem management likely to share categorization and impact codingsystems?A.Incident managementB.Service asset and configuration managementC.Capacity managementD.IT service continuity management

What guidance does ITIL give on the frequency of production of service reporting?W hat guidance does ITIL give on the frequency of production of service reporting?A.Service reporting intervals must be defined and agreed with the customersB.Reporting intervals should be set by the service providerC.Reports should be produced w eeklyD.Service reporting intervals must be the same for all services

Which one of the following does service metrics measure?

W hich one of the follow ing does service metrics measure?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsA.FunctionsB.Maturity and costC.The end-to-end serviceD.Infrastructure availability

Which one of the following is NOT a valid purpose or objective of problem management?W hich one of the follow ing is NOT a valid purpose or objective of problem management?A.To prevent problems and resultant incidentsB.To manage problems throughout their lifecycleC.To restore service to a userD.To eliminate recurring incidents

Which process is responsible for low risk, frequently occurring, low cost changes?W hich process is responsible for low risk, frequently occurring, low cost changes?A.Demand managementB.Incident managementC.Release and deployment managementD.Request fulfilmentWhich function or process would provide staff to monitor events in an operations bridge?W hich function or process w ould provide staff to monitor events in an operations bridge?A.Technical managementB.IT operations managementC.Request fulfilmentD.Applications management

Which of the following activities are performed by a service desk?W hich of the follow ing activities are performed by a service desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changesA.All of the aboveB.1, 2 and 3 onlyC.2 and 4 onlyD.3 and 4 onlyPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No comments

Which of the following is NOT an objective of Continual Service Improvement?W hich of the follow ing is NOT an objective of Continual Service Improvement?A.Review and analyze Service Level Achievement resultsB.Identify activities to improve the efficiency of service management processesC.Improve the cost effectiveness of IT services w ithout sacrificing customer satisfactionD.Conduct activities to deliver and manage services at agreed levels to business usersWhich is the fourth?

Check, Act and Plan are three of the stages of the Deming Cycle. W hich is the fourth?A.DoB.PerformC.ImplementD.Measure

What are the three types of metrics that an organization should collect to support continual serviceimprovement (CSI)?W hat are the three types of metrics that an organization should collect to support continual serviceimprovement (CSI)?A.Return on investment (ROI), value on investment (VOI), qualityB.Strategic, tactical and operationalC.Critical success factors (CSFs), key performance indicators (KPIs), activitiesD.Technology, process and serviceWhich of the following are classed as stakeholders in service management?W hich of the follow ing are classed as stakeholders in service management?1. Customers2. Users3. SuppliersA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 only

what is the person or group who defines or and agrees their service targets known as?From the perspective of the service provider, w hat is the person or group w ho defines or andagrees their service targets know n as?A.UserPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsB.CustomerC.SupplierD.Administrator

Which process is responsible for sourcing and delivering components of requested standardservices?W hich process is responsible for sourcing and delivering components of requested standardservices?A.Request fulfilmentB.Service portfolio managementC.Service deskD.IT finance

Which of the following is the best definition of service management?W hich of the follow ing is the best definition of service management?A.The ability to keep services highly available to meet the business needsB.A set of specialized organizational capabilities for providing value to customers in the form ofservicesC.A complete set of all the documentation required to deliver w orld class services to customersD.An internationally recognized methodology to provide valuable services to customers

Which of the following CANNOT be provided by a tool?W hich of the follow ing CANNOT be provided by a tool?A.Know ledgeB.InformationC.WisdomD.Data

Which one of the following is the purpose of service level management?W hich one of the follow ing is the purpose of service level management?A.To carry out the service operations activities needed to support current IT servicesB.To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC.To create and populate a service catalogueD.To ensure that an agreed level of IT service is provided for all current IT servicesWhich one of the following activities does application management perform?Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsW hich one of the follow ing activities does application management perform?A.Defining w here the vendor of an application should be locatedB.Ensuring that the required functionality is available to achieve the required business outcomeC.Deciding w ho the vendor of the storage devices w ill beD.Agreeing the service levels for the service supported by the application

What is a RACI model used for?W hat is a RACI model used for?A.Performance analysisB.Recording configuration itemsC.Monitoring servicesD.Defining roles and responsibilitieswhat point in the change lifecycle?The remediation plan should be evaluated at w hat point in the change lifecycle?A.Before the change is approvedB.Immediately after the change has failed and needs to be backed outC.After implementation but before the post implementation reviewD.After the post implementation review has identified a problem w ith the change

Which of the following statements MOST correctly identifies the scope of design coordinationactivities?W hich of the follow ing statements MOST correctly identifies the scope of design coordinationactivities?A.Only changes that introduce new servicesB.It is mandatory that all changes are subject to design coordination activityC.Only changes to business critical systemsD.Any change that the organization believes could benefitWhat is the PRIMARY process for strategic communication with the service provider’s customers?W hat is the PRIMARY process for strategic communication w ith the service provider’s customers?A.Service catalogue managementB.Service portfolio management

C.Service deskD.Posted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsPosted by seenagape on February 15, 2013 No commentsBusiness relationship managementWhich one of the following is NOT an aim of the change management process?W hich one of the follow ing is NOT an aim of the change management process?A.To ensure the impact of changes are understoodB.To ensure that changes are recorded and evaluatedC.To ensure that all changes to configuration items (CIs) are recorded in the configurationmanagement system (CMS)D.To deliver and manage IT services at agreed levels to business usersWhat are customers of IT services who work in the same organization as the service providerknown as?W hat are customers of IT services w ho w ork in the same organization as the service providerknow n as?A.Strategic customersB.External customersC.Valued customersD.Internal customerswhich other process?Access management is closely related to w hich other process?A.Capacity management onlyB.3rd line supportC.Information security managementD.Change management

which core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?In w hich core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?A.Service strategyB.Service designC.Service transitionD.Service operation

Which of the following is the BEST reason for categorizing incidents?W hich of the follow ing is the BEST reason for categorizing incidents?A.To establish trends for use in problem management and other IT service management (ITSM)Posted by seenagape on February 14, 2013 No commentsPosted by seenagape on February 14, 2013 No commentsPosted by seenagape on February 14, 2013 No commentsPosted by seenagape on February 14, 2013 1 commentPosted by seenagape on February 14, 2013 No commentsactivitiesB.To ensure service levels are met and breaches of agreements are avoidedC.To enable the incident management database to be partitioned for greater efficiencyD.To identify w hether the user is entitled to log an incident for this particular service

Is this a valid approach?A know n error has been created after diagnosis of a problem w as complete but before aw orkaround has been found. Is this a valid approach?

A.Yes: for information purposes, a known error record can be created at any time it is prudent todo soB.No: the Know n Error should be created before the problem is loggedC.No: a know n error record is created w hen the original incident is raisedD.No: a know n error record should be created w ith the next release of the service

Which of the following provide value to the business from service strategy?W hich of the follow ing provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of w hat levels of service w ill maketheir customers successful2. Enabling the service provider to respond quickly and effectively to changes in the businessenvironment3. Support the creation of a portfolio of quantified servicesA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 only

Which of the following would be examined by a major problem review?W hich of the follow ing w ould be examined by a major problem review ?1. Things that w ere done correctly2. Things that w ere done incorrectly3. How to prevent recurrence4. W hat could be done better in the futureA.1 onlyB.2 and 3 onlyC.1, 2 and 4 onlyD.All of the aboveWhich one of the following is the BEST description of a relationship in service asset andconfiguration management?W hich one of the follow ing is the BEST description of a relationship in service asset andconfiguration management?A.Describes the topography of the hardw arePosted by seenagape on February 14, 2013 2 commentsPosted by seenagape on February 14, 2013 No commentsPosted by seenagape on February 14, 2013 No commentsPosted by seenagape on February 14, 2013 No commentsB.Describes how the configuration items (CIs) work together to deliver the servicesC.Defines w hich softw are should be installed on a particular piece of hardw areD.Defines how version numbers should be used in a release

Which of the following are sources of best practice?W hich of the follow ing are sources of best practice?1. Academic research2. Internal experience3. Industry practicesA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 onlyQuestions & Answ er collectionPosted by seenagape on February 14, 2013 No commentsCheckPoint Cisco CIW CompTIA CWNP EC-Council ISC2 Juniper Linux Microsoft Oracle Sun VMWare EMC Exin Isilon PMI HP IBM ISACA

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SearchSEARCHHome Membership SubscribeE X A M I N F O R M A T I O NRSS feed for this sectionThis category contains106 postsExam EX0-117: ITILFoundation (Syllabus 2011)

Which one of the following would be the MOST useful in helping to define roles and responsibilitiesin an organizational structure?W hich one of the follow ing w ould be the MOST useful in helping to define roles and responsibilities in an organizationalstructure?A.RACI modelB.Incident modelC.Continual service improvement (CSI) approachD.The Deming Cycle

Which of the following BEST describes the purpose of access management?W hich of the follow ing BEST describes the purpose of access management?A.To provide a channel for users to request and receive standard servicesB.Provides the rights for users to be able to use a service or group of servicesC.To prevent problems and resulting Incidents from happeningD.To detect security events and make sense of them

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?W hy are public framew orks, such as 1TIL, attractive w hen compared to proprietary know ledge?A.Proprietary knowledge may be difficult to adopt, replicate or transfer since it is oftenundocumentedB.Public framew orks are alw ays cheaper to adoptC.Public framew orks are prescriptive and tell you exactly w hat to doD.Proprietary know ledge has been tested in a w ide range of environments

Which one of the following is the BEST definition of an event?W hich one of the follow ing 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 serviceB.An unplanned interruption to an IT service or a reduction in the quality of an IT serviceC.The unknow n cause of one or more incidents that have an impact on an IT serviceD.Reducing or eliminating the cause of an incident or problem

Which one of the following is the BEST definition of the term service management?Posted by seenagape on August 18, 2012 2 commentsPosted by seenagape on August 18, 2012 1 commentPosted by seenagape on August 18, 2012 1 commentPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsW hich one of the follow ing 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 servicesB.A group of interacting, interrelated, or independent components that form a unified w hole, operating together for acommon purposeC.The management of functions w ithin an organization to perform certain activitiesD.Units of organizations w ith roles to perform certain activities

Which is the correct definition of a customer facing service?W hich is the correct definition of a customer facing service?A.One which directly supports the business processes of customersB.A service that cannot be allow ed to fail

C.One w hich is not covered by a service level agreementD.A service not directly used by the business

Which process will regularly analyse incident data to identify discernible trends?W hich process w ill regularly analyse incident data to identify discernible trends?A.Service level managementB.Problem managementC.Change managementD.Event management

Which one of the following would be the MOST useful in helping to define roles and responsibilitiesin an organizational structure?W hich one of the follow ing w ould be the MOST useful in helping to define roles and responsibilities in an organizationalstructure?A.RACI modelB.Incident modelC.Continual service improvement (CSI) approachD.The Deming Cycle

Which one of the following functions would be responsible for the management of a data centre?W hich one of the follow ing functions w ould be responsible for the management of a data centre?A.Technical managementB.Service deskC.Application managementD.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsFacilities managementThe consideration of value creation is a principle of which stage of the service lifecycle?The consideration of value creation is a principle of w hich stage of the service lifecycle?A.Continual service improvementB.Service strategyC.Service designD.Service transition

Which one of the following includes four stages called Plan, Do, Check and Act?W hich one of the follow ing includes four stages called Plan, Do, Check and Act?A.The Deming CycleB.The continual service improvement approachC.The seven-step improvement processD.The service lifecycle

Which of the following are reasons why ITIL is successful?W hich of the follow ing are reasons w hy ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practiceA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.

2 and 3 only

Which of the following BEST describes the purpose of access management?W hich of the follow ing BEST describes the purpose of access management?A.To provide a channel for users to request and receive standard servicesB.Provides the rights for users to be able to use a service or group of servicesC.To prevent problems and resulting Incidents from happeningD.To detect security events and make sense of them

What type of baseline captures the structure, contents and details of the infrastructure andrepresents a set of items that are related to each other?W hat type of baseline captures the structure, contents and details of the infrastructure and represents a set of itemsthat are related to each other?A.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsConfiguration baselineB.Project baselineC.Change baselineD.Asset baseline

Which of the following are the MAIN objectives of incident management?W hich of the follow ing are the MAIN objectives of incident management?1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operationsA.1 and 2 onlyB.2 and 3 onlyC.1 and 3 onlyD.All of the above

What would you call the groups of people who have an interest in the activities, targets, resourcesand deliverables from service management?W hat w ould you call the groups of people w ho have an interest in the activities, targets, resources and deliverablesfrom service management?A.EmployersB.StakeholdersC.RegulatorsD.Accreditors

What are the categories of event described in the UIL service operation book?W hat are the categories of event described in the UIL service operation book?A.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactive

Which of the following service desk organizational structures are described in service operation?W hich of the follow ing service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sunA.1, 2 and 4 only

B.2, 3 and 4 onlyPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsC.1, 3 and 4 onlyD.1, 2 and 3 only

Which process is responsible for managing relationships with vendors?W hich process is responsible for managing relationships w ith vendors?A.Change managementB.Service portfolio managementC.Supplier managementD.Continual service improvement

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?W hy are public framew orks, such as 1TIL, attractive w hen compared to proprietary know ledge?A.Proprietary knowledge may be difficult to adopt, replicate or transfer since it is oftenundocumentedB.Public framew orks are alw ays cheaper to adoptC.Public framew orks are prescriptive and tell you exactly w hat to doD.Proprietary know ledge has been tested in a w ide range of environments

At which stage of the service lifecycle should the processes necessary to operate a new service bedefined?At w hich stage of the service lifecycle should the processes necessary to operate a new service be defined?A.Service design: Design the processesB.Service strategy: Develop the offeringsC.Service transition: Plan and prepare for deploymentD.Service operation: IT operations management

Which of the following options is a hierarchy that is used in knowledge management?W hich of the follow ing options is a hierarchy that is used in know ledge management?A.W isdom – Information – Data – Know ledgeB.Data – Information – Knowledge – WisdomC.Know ledge – W isdom – Information – DataD.Information – Data – Know ledge – W isdom

Which process or function is responsible for monitoring activities and events in the ITinfrastructure?W hich process or function is responsible for monitoring activities and events in the IT infrastructure?A.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsService level managementB.IT operations managementC.Capacity managementD.Incident management

Which role is responsible for carrying out the activities of a process?W hich role is responsible for carrying out the activities of a process?A.Process ow nerB.Change manager

C.Service managerD.Process practitionerWhat are the categories of event described in the ITIL service operation book?W hat are the categories of event described in the ITIL service operation book?A.Informational, scheduled, normalB.Scheduled, unscheduled, emergencyC.Informational, warning, exceptionD.W arning, reactive, proactive

Which of the following provide value to the business from service strategy?W hich of the follow ing provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of w hat levels of service w ill make their customer’ssuccessful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Reduction in the duration and frequency of service outagesA.All of the aboveB.1 and 3 onlyC.1 and 2 onlyD.2 and 3 only

Where would you expect incident resolution targets to be documented?W here w ould you expect incident resolution targets to be documented?A.A service level agreement (SLA)B.A request for change (RFC)C.The service portfolioD.A service descriptionPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No comments

Which of the following is NOT one of the five individual aspects of service design?W hich of the follow ing is NOT one of the five individual aspects of service design?A.The design of the service portfolio, including the service catalogueB.The design of new or changed servicesC.The design of market spacesD.The design of the technology architectures

Which one of the following is concerned with policy and direction?W hich one of the follow ing is concerned w ith policy and direction?A.Capacity managementB.GovernanceC.Service designD.Service level management

A process owner is responsible for which of the following?A process ow ner is responsible for w hich of the follow ing?1. Defining the process strategy2. Assisting w ith process design3. Improving the process4. Performing all activities involved in a processA.2, 3 and 4 onlyB.All of the aboveC.1, 2 and 3 onlyD.1, 2 and 4 only

Which of the following is the additional "P"?Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include Partners, People, Processes andone other “P”. W hich of the follow ing is the additional “P”?A.ProfitB.PreparationC.ProductsD.Potential

Which one of the following activities does application management perform?W hich one of the follow ing activities does application management perform?A.Defining w here the vendor of an application should be locatedPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsB.Ensuring that the required functionality is available to achieve the required business outcomeC.Deciding w ho the vendor of the storage devices w ill beD.Agreeing the service levels for the service supported by the application

Which one of the following is the BEST definition of an event?W hich one of the follow ing 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 serviceB.An unplanned interruption to an IT service or a reduction in the quality of an IT serviceC.The unknow n cause of one or more incidents that have an impact on an IT serviceD.Reducing or eliminating the cause of an incident or problem

Which one of the following is an objective of service transition?W hich one of the follow ing is an objective of service transition?A.To negotiate service levels for new servicesB.To ensure that service changes create the expected business valueC.To minimize the impact of service outages on day-to-day business activitiesD.To plan and manage entries in the service catalogue

Which one of the following generates demand for services?W hich one of the follow ing generates demand for services?A.Infrastructure trendsB.Patterns of business activity (PBA)C.Cost of providing supportD.Service level agreements (SLA)

Which of the following is an enabler of best practice?W hich of the follow ing is an enabler of best practice?A.StandardsB.TechnologyC.Academic researchD.Internal experience

Which of the following pairs of actions would be BEST to manage risk?The effective management of risk requires specific types of action. W hich of the follow ing pairs of actions w ould beBEST to manage risk?Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsA.Training in risk management for all staff and identification of risks

B.Identification of risk, analysis and management of the exposure to riskC.Control of exposure to risk and investment of capitalD.Training of all staff and investment of capital

Which one of the following can help determine the level of impact of a problem?W hich one of the follow ing 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)

Which one of the following activities are carried out during the "Where do we want to be?" step ofthe continual service improvement (CSI) approach?W hich one of the follow ing activities are carried out during the “W here do w e w ant to be?” step of the continualservice improvement (CSI) approach?A.Implementing service and process improvementsB.Review ing measurements and metricsC.Creating a baselineD.Defining measurable targetsWhich of the following statements BEST describes the aims of release and deploymentmanagement?W hich of the follow ing 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 designB.To ensure that each release package specified by service design consists of a set of related assets and servicecomponentsC.To ensure that all changes can be tracked, tested and verified if appropriateD.To record and manage deviations, risks and issues related to the new or changed service

Which one of the following is an objective of service catalogue management?W hich one of the follow ing is an objective of service catalogue management?A.Negotiating and agreeing service level agreementB.Negotiating and agreeing operational level agreementsC.Ensuring that the service catalogue is made available to those approved to access itD.Only ensuring that adequate technical resources are availablePosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No comments

Which of the following is NOT a valid objective of problem management?W hich of the follow ing is NOT a valid objective of problem management?A.To prevent problems and their resultant IncidentsB.To manage problems throughout their lifecycleC.To restore service to a userD.To eliminate recurring incidents

What is the BEST description of an operational level agreement (OLA)?W hat is the BEST description of an operational level agreement (OLA)?A.An agreement between the service provider and another part of the same organizationB.An agreement betw een the service provider and an external organizationC.A document that describes to a customer how services w ill be operated on a day-to-day basisD.A document that describes business services to operational staff

Which of the following should IT service continuity strategy be based on?W hich of the follow ing should IT service continuity strategy be based on?1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)4. Risk assessmentA.1, 2 and 4 onlyB.1, 2 and 3 onlyC.2, 3 and 4 onlyD.1, 3 and 4 only

" What are these four Ps?Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of“the four Ps.” W hat are these four Ps?A.People, process, partners, performanceB.Performance, process, products, problemsC.People, process, products, partnersD.People, products, perspective, partners

Which one of the following is concerned with policy and direction?W hich one of the follow ing is concerned w ith policy and direction?A.Capacity managementPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsB.GovernanceC.Service designD.Service level management

Which one of the following is NOT part of the service design stage of the service lifecycle?W hich one of the follow ing is NOT part of the service design stage of the service lifecycle?A.Designing and maintaining all necessary service transition packagesB.Producing quality, secure and resilient designs for new or improved servicesC.Taking service strategies and ensuring they are reflected in the service design processes and the service designs thatare producedD.Measuring the effectiveness and efficiency of service design and the supporting processes

Hierarchic escalation is BEST described as?Hierarchic escalation is BEST described as?A.Notifying more senior levels of management about an incidentB.Passing an incident to people w ith a greater level of technical skillC.Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD.Failing to meet the incident resolution times specified in a service level agreement

Which one of the following is the BEST description of the items above?Consider the follow ing list:1. Change authority2. Change manager3. Change advisory board (CAB)W hich one of the follow ing is the BEST description of the items above?A.Job descriptionsB.FunctionsC.TeamsD.Roles, people or groups

Which process would be used to compare the value that newer services have offered over thosethey have replaced?W hich process w ould be used to compare the value that new er services have offered over those they have replaced?A.Availability managementB.Capacity managementC.Service portfolio managementD.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsService catalogue management

Which statement should NOT be part of the value proposition for Service Design?W hich statement should NOT be part of the value proposition for Service Design?A.Reduced total cost of ow nershipB.Improved quality of serviceC.Improved Service alignment w ith business goalsD.Better balance of technical skills to support live servicesService transition contains detailed descriptions of which processes?Service transition contains detailed descriptions of w hich processes?A.Change management, service asset and configuration management, release and deploymentmanagementB.Change management, capacity management event management, service request managementC.Service level management, service portfolio management, service asset and configurationmanagementD.Service asset and configuration management, release and deployment management, requestfulfillment

Which of the following would commonly be found in a contract underpinning an IT service?W hich of the follow ing w ould commonly be found in a contract underpinning an IT service?1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both partiesA.1 and 2 onlyB.1 and 3 onlyC.2 and 3 onlyD.All of the aboveWhich of these statements about resources and capabilities is CORRECT?W hich of these statements about resources and capabilities is CORRECT?A.Resources are types of service asset and capabilities are notB.Resources and capabilities are both types of service assetC.Capabilities are types of service asset and resources are notD.Neither capabilities nor resources are types of service asset

What is the name of the group that should review changes that must be implemented faster thanthe normal change process?W hat is the name of the group that should review changes that must be implemented faster than the normal changeprocess?Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsA.Technical managementB.

Emergency change advisory boardC.Urgent change boardD.Urgent change authority

Which one of the following would NOT be defined as part of every process?W hich one of the follow ing w ould NOT be defined as part of every process?A.RolesB.Inputs and outputsC.FunctionsD.Metrics

What are these four Ps?The design of IT services requires the effective and efficient use of “the four Ps”. W hat are these four Ps?A.People, process, partners, performanceB.Performance, process, products, plansC.People, process, products, partnersD.People, products, plans, partners

Which one of the following contains information that is passed to service transition to enable theimplementation of a new service?W hich one of the follow ing contains information that is passed to service transition to enable the implementation of anew service?A.A service optionB.A service transition package (STP)C.A service design package (SDP)D.A service charter

The experiences, ideas, insights and values of individuals are examples of which level ofunderstanding within knowledge management?The experiences, ideas, insights and values of individuals are examples of w hich level of understanding w ithinknow ledge management?A.DataB.InformationC.KnowledgeD.GovernancePosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No comments

Which process will perform risk analysis and review of all suppliers and contracts on a regularbasis?W hich process w ill perform risk analysis and review of all suppliers and contracts on a regular basis?A.The service level managementB.The IT service continuity managementC.The service catalogue managementD.The supplier managementWhich of the following BEST describes partners’ in the phrase people, processes, products andpartners"?W hich of the follow ing BEST describes partners’ in the phrase people, processes, products and partners”?A.Suppliers, manufacturers and vendors

B.CustomersC.Internal departmentsD.The facilities management function

Which process is responsible for dealing with complaints, comments, and general enquiries fromusers?W hich process is responsible for dealing w ith complaints, comments, and general enquiries from users?A.Service level managementB.Service portfolio managementC.Request fulfilmentD.Demand management

Which one of the following statements is CORRECT?W hich one of the follow ing statements is CORRECT?A.The configuration management system is part of the know n error databaseB.The service know ledge management system is part of the configuration management systemC.The configuration management system is part of the service knowledge management systemD.The configuration management system is part of the configuration management database

Which one of the following is an objective of release and deployment management?W hich one of the follow ing is an objective of release and deployment management?A.To standardize methods and procedures used for efficient and prompt handling of all changesB.Posted by seenagape on August 18, 2012 3 commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsTo ensure all changes to service assets and configuration items (CIs) are recorded in the configuration managementsystem (CMS)C.To ensure that the overall business risk of change is optimizedD.To define and agree release and deployment plans with customers and stakeholdersWhich one of the following is NOT the responsibility of service catalogue management?W hich one of the follow ing is NOT the responsibility of service catalogue management?A.Ensuring that information in the service catalogue is accurateB.Ensuring that service level agreements are maintainedC.Ensuring that information in the service catalogue is consistent w ith information in the service portfolioD.Ensuring that all operational services are recorded in the service catalogue

Which one of the following is the BEST definition of reliability?W hich one of the follow ing is the BEST definition of reliability?A.The availability of a service or componentB.The level of risk that affects a service or processC.How long a service or configuration item (CI) can perform its function without failingD.How quickly a service or component can be restored to normal w orking order

Which process is responsible for providing the rights to use an IT service?W hich process is responsible for providing the rights to use an IT service?A.Incident managementB.Access managementC.Change managementD.Requestfulfillment

Availability management is directly responsible for the availability of which of the following?Availability management is directly responsible for the availability of w hich of the follow ing?A.IT services and componentsB.IT services and business processesC.Components and business processesD.IT services, components and business processes

Which process is responsible for the availability, confidentiality and integrity of data?W hich process is responsible for the availability, confidentiality and integrity of data?A.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsService catalogue managementB.Service asset and configuration managementC.Change managementD.Information security managementWhat should a service always deliver to customers?W hat should a service alw ays deliver to customers?A.ApplicationsB.InfrastructureC.ValueD.Resources

Within service design, what is the key output handed over to service transition?W ithin service design, w hat is the key output handed over to service transition?A.Measurement, methods and metricsB.Service design packageC.Service portfolio designD.Process definitions

Which of these statements about resources and capabilities is CORRECT?W hich of these statements about resources and capabilities is CORRECT?A.Resources are types of service asset and capabilities are notB.Resources and capabilities are both types of service assetC.Capabilities are types of service asset and resources are notD.Neither capabilities nor resources are types of service asset

Which of the following are basic concepts used in access management?W hich of the follow ing are basic concepts used in access management?A.Personnel, electronic, netw ork, emergency, identityB.Rights, access, identity, directory services, service/service componentsC.Physical, personnel, netw ork, emergency, serviceD.Normal, temporary, emergency, personal, group

What do customer perceptions and business outcomes help to define?Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsW hat do customer perceptions and business outcomes help to define?A.The value of a service

B.GovernanceC.Total cost of ow nership (TCO)D.Key performance indicators (KPIs)

Which process is responsible for discussing reports with customers showing whether serviceshave met their targets?W hich process is responsible for discussing reports w ith customers show ing w hether services have met their targets?A.Continual service improvementB.Change managementC.Service level managementD.Availability management

What body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?W hat body exists to support the authorization of changes and to assist change management in the assessment andprioritization of changes?A.The change authorization boardB.The change advisory boardC.The change implementerD.The change manager

When can a known error record be raised?W hen can a know n error record be raised?1. At any time it w ould be useful to do so2. After a w orkaround has been foundA.2 onlyB.1 onlyC.Neither of the aboveD.Both of the aboveWhich one of the following is the CORRECT set of steps for the continual service improvementapproach?W hich one of the follow ing 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 improveB.W here do w e w ant to be?; How do w e get there?; How do w e check w e arrived?; How do w e keep the momentumPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsgoing?C.Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan hasbeen properly implemented; Improve the solutionD.What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we getthere?; How do we keep the momentum going?The BEST description of an incident is:The BEST description of an incident is:A.An unplanned disruption of service unless there is a backup to that serviceB.An unplanned interruption to service or a reduction in the quality of serviceC.Any disruption to service w hether planned or unplannedD.Any disruption to service that is reported to the service desk, regardless of w hether the service is impacted or not

Which of the following types of service should be included in the scope of service portfolio

management?W hich of the follow ing types of service should be included in the scope of service portfolio management?1. Those planned to be delivered2. Those being delivered3. Those that have been w ithdraw n from serviceA.1 and 3 onlyB.All of the aboveC.1 and 2 onlyD.2 and 3 only

Which of the following is NOT an objective of service transition?W hich of the follow ing is NOT an objective of service transition?A.To ensure that a service can be operated, managed and supportedB.To provide training and certification in project managementC.To provide quality know ledge and information about services and service assetsD.To plan and manage the capacity and resource requirements to manage a release

What is the name of the group that should review changes that must be implemented faster thanthe normal change process?W hat is the name of the group that should review changes that must be implemented faster than the normal changeprocess?A.Technical managementB.Emergency change advisory boardC.Urgent change boardD.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsUrgent change authority

What is the result of carrying out an activity, following a process or delivering an IT service knownas?W hat is the result of carrying out an activity, follow ing a process or delivering an IT service know n as?A.OutcomeB.IncidentC.ChangeD.Problem

Which areas of service management can benefit from automation?W hich areas of service management can benefit from automation?1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoringA.1, 2 and 3 onlyB.1, 3 and 4 onlyC.2, 3 and 4 onlyD.All of the aboveWhich of the following are managed by facilities management?W hich of the follow ing are managed by facilities management?1. Hardw are w ithin a data centre or computer room2. Applications3. Pow er and cooling equipment4. Recovery sitesA.1, 2 and 3 onlyB.

All of the aboveC.1,3 and 4 onlyD.1and 3 only

What are the publications that provide guidance specific to industry sectors and organizationtypes known as?W hat are the publications that provide guidance specific to industry sectors and organization types know n as?A.The Service Strategy and Service Transition booksB.The ITIL Complementary GuidanceC.The Service Support and Service Delivery booksD.Pocket GuidesPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No comments

Is this a valid approach?A know n error has been created after diagnosis of a problem w as complete but before a w orkaround has been found.Is this a valid approach?A.Yes: for ease of management, a known error record can be created at any time it is prudent to do soB.No: a know n error record must only be created after a w orkaround has been foundC.No: a know n error record is created w hen the original incident is raisedD.No: a know n error record should be created w ith the next release of the service

Which Problem Management activity helps to ensure that the true nature of the problem can beeasily traced and meaningful management information can be obtained?W hich Problem Management activity helps to ensure that the true nature of the problem can be easily traced andmeaningful management information can be obtained?A.CategorizationB.DiagnosisC.PrioritizationD.Closure

Which one of the following is NOT part of the service design stage of the service lifecycle?W hich one of the follow ing is NOT part of the service design stage of the service lifecycle?A.Designing and maintaining all necessary service transition packagesB.Producing quality, secure and resilient designs for new or improved servicesC.Taking service strategies and ensuring they are reflected in the service design processes and the service designs thatare producedD.Measuring the effectiveness and efficiency of service design and the supporting processes

Which process includes business, service and component sub-processes?W hich process includes business, service and component sub-processes?A.Capacity managementB.Incident managementC.Service level managementD.Financial management

Which one of the following do technology metrics measure?W hich one of the follow ing do technology metrics measure?A.ComponentsB.ProcessesPosted by seenagape on August 18, 2012 No comments

Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsC.The end-to-end serviceD.Customer satisfaction

Which of the following are objectives of service level management?W hich of the follow ing are objectives of service level management?1: Defining, documenting and agreeing the level of FT services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate inA.1, 2 and 3 onlyB.1 and 2 onlyC.1, 2 and 4 onlyD.All of the above

Which one of the following would be expected of them?A process ow ner has been identified w ith an “I” in a RACI matrix. W hich one of the follow ing w ould be expected ofthem?A.Be accountable for the outcome of an activityB.Perform an activityC.Be kept up-to-date on the progress of an activityD.Manage an activity

Which one of the following would NOT be defined as part of every process?W hich one of the follow ing w ould NOT be defined as part of every process?A.RolesB.Inputs and outputsC.FunctionsD.Metrics

Why is it important for service providers to understand patterns of business activity (PBA)?W hy is it important for service providers to understand patterns of business activity (PBA)?A.PBA are based on organizational roles and responsibilitiesB.IT service providers CANNOT schedule changes until they understand PBAC.Demand for the services delivered by service providers are directly influenced by PBAD.Understanding PBA is the only w ay to enable accurate service level reporting

Which of the following should be documented in an incident model?Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsW hich of the follow ing should be documented in an incident model?1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incidentA.1 onlyB.2 onlyC.Both of the aboveD.Neither of the above

Which of the following would be used to communicate a high level description of a major changethat involved significant cost and risk to the organization?W hich of the follow ing w ould be used to communicate a high level description of a major change that involved

significant cost and risk to the organization?A.Change proposalB.Change policyC.Service requestD.Risk register

Which two processes will contribute MOST to enabling effective problem detection?W hich tw o processes w ill contribute MOST to enabling effective problem detection?A.Incident and financial managementB.Change and release and deployment managementC.Incident and event managementD.Know ledge and service level management

Which of the following BEST describes service strategies value to the business?W hich of the follow ing BEST describes service strategies value to the business?A.Allow s higher volumes of successful changeB.Reduction in unplanned costs through optimized handling of service outagesC.Reduction in the duration and frequency of service outagesD.Enabling the service provider to have a clear understanding of what levels of service will make theircustomers successfulWhat are these four Ps?The design of IT services requires the effective and efficient use of “the four Ps”. W hat are these four Ps?A.People, process, partners, performanceB.Performance, process, products, plansC.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPeople, process, products, partnersD.People, products, plans, partners

Which of the following is an objective of business relationship management?W hich of the follow ing is an objective of business relationship management?A.To identify patterns of business activityB.To ensure high levels of customer satisfactionC.To secure funding to manage the provision of servicesD.To ensure strategic plans for IT services exist

Which of the following is concerned with fairness and transparency?W hich of the follow ing is concerned w ith fairness and transparency?A.Capacity ManagementB.GovernanceC.Service DesignD.Service Level Management

Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?W hich of the follow ing is the BEST description of a Service-based Service Level Agreement(SLA)?A.The SLA covers one service, for all the customers of that serviceB.The SLA covers an individual customer group for all services they useC.An SLA that covers all customers for all servicesD.An SLA for a service w ith no customers

Which of the following is a responsibility of Supplier Management?W hich of the follow ing is a responsibility of Supplier Management?A.Development, negotiation and agreement of Service Level Agreements (SLAs)B.Development, negotiation and agreement of contractsC.Development, negotiation and agreement of the Service PortfolioD.Development, negotiation and agreement of Operational Level Agreements (OLAs)

Which of the following is MOST concerned with the design of new or changed services?W hich of the follow ing is MOST concerned w ith the design of new or changed services?A.Change ManagementB.Posted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsPosted by seenagape on August 18, 2012 No commentsService TransitionC.Service StrategyD.Service DesignWhich of these should a change model include?W hich of these should a change model include?1. The steps that should be taken to handle the change2. Responsibilities; w ho should do w hat, including escalation3. Timescales and thresholds for completion of the actions4. Complaints proceduresA.1, 2 and 3 onlyB.All of the aboveC.1 and 2 onlyD.2 and 4 onlyQuestions & Answ er collectionPosted by seenagape on August 18, 2012 1 comment