Reviewer 1-3

1. Which of the following is NOT one of the ITIL core publications?

Service Optimization

Service Transition

Service Design

Service Strategy

2. Which of these is NOT a recognised Service Desk structure?

Remedial Service Desk

Virtual Service Desk

Local Service Desk

Central Service Desk

3. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

What is the vision?

Did we get there?

Is there budget?

Where are we now?

4. The four stages of the Deming Cycle are?

Plan, Measure, Monitor, Report

Plan, Check, Re-Act, Implement

Plan, Do, Act, Audit

Plan, Do, Check, Act

5. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?

Insourcing relies on internal resources; outsourcing relies on external organization(s) resources

Insourcing relies on external organization(s) resources; outsourcing relies on internal resources

Insourcing relies on co-sourcing; outsourcing relies on partnerships

Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

6. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?

The going rate that is agreed with Customers

Market rate

Cost-plus

Profitable

7. Which of the following is not an element of Availability Management?

Verification

Security

Reliability

Maintainability

8. The priority of an Incident refers to?

The relative importance of the Incident based on impact and urgency

The speed with which the Incident needs to be resolved

The number of staff that will be assigned to work on the Incident so that it is resolved in time

The escalation path that will be followed to ensure resolution of the incident

9. Which are the missing Service Operation processes from the following? 1. Incident Management 2. Problem Management 3. Access Management 4. ? 5. ?

Event management and Request Fulfillment

Event Management and Service Desk

Facilities Management and Event Management

Change Management and Service Level Management

10. Which of the following BEST describes the purpose of Event Management?

The ability to detect events, make sense of them and determine the appropriate control action

The ability to implement monitoring tools

The ability to monitor and control the activities of technical staff

The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

11. Which of the following is a good use of a baseline?

The desired end state of a project

A marker or starting point for later comparison

The current desktop models in use

The type of testing to be done for a release

12. What is the RACI model used for?

Documenting the roles and relationships of stakeholders in a process or activity

Defining requirements for a new service or process

Analyzing the business impact of an incident

Creating a balanced scorecard showing the overall status of Service Management

13. Which of the following statements BEST describes the role of Communication during Service Operation?

Communication is defined as part of all processes and is executed in Service Operation

Communication is a separate process that needs to be defined and executed with Service Operation

Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

Communication is more important in Service Operation than in any other stage of the Service Lifecycle

14. Which of the following are likely to be members of the CAB? 1 Problem Manager 2 Customer representatives 3 Change Manager 4 Senior IT technical managers

2 and 3 only

All of them

1, 2 &4

1, 3 &4

15. What is SOA within Availability Management?

System Optimisation Approach

Systematic Operational Adjustment

Serviceability of Applications

Service Outage Analysis

16. Where would the information relating to software release components be stored?

DSL

CMDB

AMDB

CDB

17. The wording of SLAs and OLAs should be

Technically focused, so that they may be understood by IT professionals

A mixture of business, technical and legal language, so that they can be understood by everyone

Clear and concise, leaving no room for ambiguity.

Legally worded as they must be contractually binding

18. There are strong links between Service Level Management and: 1 Incident Management 2 Availability Management 3 Configuration Management 4 IT Service Continuity Management 5 Change Management

1, 3 & 5

2 & 4

2, 3 & 5

All of them

19. Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity

All of the above

1 only

2 only

None of the above

20. The following options are considered within which process? 1. Big bang vs. Phased 2. Push and Pull 3. Automated vs. Manual

Incident Management

Release and Deployment Management

Service Asset and Configuration Management

Service Catalogue Management

21. Which of the following BEST describes a Local Service Desk structure?

A Service Desk that also provides onsite technical support to its users

A Service Desk where analysts only speak one language

A Service Desk that is situated in the same location as the users it serves

22. Intermediate Recovery is initially concerned with which of the following time periods?

4 to 24 hours

More than 72 hours

24 to 72 hours

4 to 8 hours

23. The scope of a Release can best be defined by:

The RFCs that it satisfies

The number of updates to the OHS

Service Level metrics

The DSL configuration

24. What is the main reason for establishing a baseline?

To standardize operation

For knowing the cost of services provided

For roles and responsibility to be clear

For later comparison

25. Which of the following is NOT an objective of Service Operation?

Through testing, to ensure that services are designed to meet business needs

To deliver and support IT services

To manage the technology used to deliver services

To monitor the performance of technology and processes

26. Which of the following statements is CORRECT about patterns of demand generated by the customer's business?

They are driven by patterns of business activity

It is impossible to predict how they behave

It is impossible to influence demand patterns

They are driven by the delivery schedule generated by capacity management

27. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

They are likely to increase gradually

They are likely to increase dramatically

They are likely to gradually reduce

They are likely to reduce initially and then gradually return to current level

28. Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner

1 and 2 only

1 and 3 only

All of the above

2 and 3 only

29. Functions are best described as?

Without their own body of knowledge

Closed loop systems

Self-Contained units of organizations

Focusing on transformation to a goal

30. What is the best definition of an Incident Model?

The template used to define the Incident logging form used to report Incidents

A type of Incident involving a standard (or model) type of Configuration Item (CI)

A set of pre-defined steps to be followed when dealing with a known type of Incident

An Incident that is easy to solve

31. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

Improved user satisfaction

Incident volume reduction

Elimination of lost incidents

Less disruption to both IT support staff and users

32. Which one of the following statements is NOT FALSE?

Depreciation is used to calculate how maintenance can be offset against tax

Staff costs are capital costs because of their high value

Cost centres are used to measure ROCE (Return on Capital Employed)

Direct costs can be allocated to a single customer, service or activity

33. Which one of the following is NOT a major CI type?

Documentation

Software

Purchase order

Accommodation

34. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?

Network Management

The Service Desk

Capacity Management

Problem Management

35. Within a CMDB, which relationships are most likely to exist between Incidents and Problems? 1 One Incident to one Problem 2 One Incident to many Problems 3 Many Incidents to one Problem

1 & 2only

2 & 3 only

1 & 3 only

All of them

36. Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?

The number of Problems raised

The number of Known Errors identified

The number of Problems correctly categorised

The number of RFCs raised

37. Which of these is a DIRECT benefit of having a Service Desk?

Customer Service Level Requirements are established

Changes taking place are properly coordinated

All the information in the CMDB is kept up to date.

Technical support staff are less likely to be interrupted to deal with user’s calls

38. The goal of Service Asset and Configuration Management is to?

Account for all financial assets of the organization

Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services

Build service models to justify the ITIL implementations

Implement ITIL across the organization

39. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?

Service Strategy

Service Strategy and Continual Service Improvement

Service Strategy, Service Transition and Service Operation

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

40. How does an organization use Resources and Capabilities in creating value?

They are used to create value in the form of output for production management

They are used to create value in the form of goods and services

They are used to create value to the IT organization for Service Support

They are used to create value to the IT organization for Service Delivery

41. Facilities Management refers to?

The Management of IT services that are viewed as “utilities”, such as printers or network access

The Management of an outsourcing contract

The Management of the physical IT environment, such as a Data Center

The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure

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

Senior business managers and all IT staff

Senior business managers, IT executives and the Security Manager

All customers, users and IT staff

Information Security Management staff only

43. The following activities are involved in implementing a Service Management function: 1 Tool selection 2 Tool specification 3 Process design 4 Functional requirements analysisIn which order should the above activities be taken?

4 2 1 3

4 3 2 1

2 1 4 3

2 1 3 4

44. For which of these activities is the Change Manager responsible?

Chairing the CAB

Establishing the root cause of a Capacity Incident which has led to an RFC being raised

Devising the backout plan for a significant Change

Ensuring a Release has reached the target CIs

45. The ITIL V3 core is best described as?

An Operations Lifecycle

An IT Management Lifecycle

A Service Lifecycle

An Infrastructure Lifecycle

46. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Service Strategy, Service Transition and Service Operation

Service Operation and Continual Service Improvement

Continual Service Improvement

47. A Service Catalogue should contain which of the following?

The version information of all software

The organizational structure of the company

Asset information

Details of all operational services

48. Why should monitoring and measuring be used when trying to improve services?

To validate, direct, justify and intervene

To validate, measure, monitor and change

To validate, plan, act and improve

To validate, assign resources, purchase technology and train people

49. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?

Service Level Manager

Capacity Manager

Change Manager

Financial Manager

50. Possible problems with Change Management include:

Lack of ownership of impacted services

Increased visibility and communication of changes

Better alignment of IT services to actual business needs

The ability to absorb a larger volume of change

51. Operations Control refers to?

The managers of the Technical and Applications Management functions

Overseeing the execution and monitoring of IT operational events and activities

The tools used to monitor and display the status of the IT Infrastructure and Applications

The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

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

Master copies of software

Backups of application data

Software licenses

Master copies of controlled documentation

53. Which of the following would normally be included in a Capacity Plan? 1 Options 2 Management summary 3 Business workload forecasts 4 Backout plans

2, 3 and 4

All of them

2 and 3 only

1, 2 and 3

54. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:

Root Cause Analysis

Business Impact Analysis

Service Outage Analysis

Component Failure Impact Analysis

55. At what point does an Incident turn into a Problem?

When it is urgent

When it is a Major Incident

If the person reporting the incident is very senior

Never

56. Which is the correct sequence of events in the selection of a technology tool?

Select Product, Requirements, Selection Criteria, Evaluate Product

Selection Criteria, Requirements, Evaluate Product, Select Product

Requirements, Selection Criteria, Select Product, Evaluate Product

Requirements, Selection Criteria, Evaluate Product, Select Product

57. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics

1, 2 and 3

2, 4 and 5

1, 3 and 4

1, 2 and 4

58. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design

1, 3 and 4 only

1, 2 and 3 only

All of the above

2, 3 and 4 only

59. Business drivers and requirements for a new service should be considered during?

Review of the router operating system patches

Review of the current capabilities of IT service delivery

The Post Implementation Review (PIR) of a change

Decommissioning legacy servers

60. Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes

1, 2 and 3 only

1, 2 and 4 only

All of the above

None of the above

61. Which off the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder

1, 2, 3 and 4 only

1, 2, 4 and 5 only

1, 3, 4 and 5 only

All of the above

62. Which of the following is NOT an example of a Service Request?

A user calls the Service Desk to order a toner cartridge

A user calls the Service Desk because they would like to change the functionality of an application

A Manager submits a request for a new employee to be given access to an application

A user logs onto an internal website to download a licensed copy of software from a list of approved options

63. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

Supplier Management

Service Level Management

Service Portfolio Management

Contract Management

64. Configuration Management plans should be integrated with those of:

Change & Release Management

Service Level Management

IT Service Financial & Continuity Management.

Change & Capacity Management

65. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?

Develop Procedures and Initial Testing

Education and Awareness

Review, Audit and Assurance

Ongoing Training and Testing

66. Which of the following statements is true?

An urgent release is always a delta release

A full release may contain package and delta releases

Package release may contain full and delta releases

A full release may contain several delta releases

67. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

Requirements Portfolio and Service Catalogue

Service Knowledge Management System and Service Catalogue

Service Knowledge Management System and Requirements Portfolio

Requirements Portfolio and Configuration Management System

68. Consider the following statements: 1. CSI provides guidance on how to improve process efficiency and effectiveness 2. CSI provides guidance on how to improve services 3. CSI provides guidance on the improvement of all phases of the service lifecycle 4. CSI provides guidance on the measurement of processes and servicesWhich of the above statements is CORRECT?

1 and 2 only

2 only

1, 2 and 3 only

All of the above

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

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

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

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

70. If something cannot be measured, it should not be documented within which of the following?

The Glossary of Terms

A Service Level Agreement

An Incident Management record

A Configuration Item (CI)

71. Which of the following statements is CORRECT about 'good practice'?

It can be used to drive an organization forward

It is something that is in wide industry use

It is always documented in international standards

It is always based on ITIL

72. "Warranty of a service" means which of the following?

The service is fit for purpose

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

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

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

73. An Incident occurs when: 1. A user is unable to access a service during service hours 2. An authorized IT staff member is unable to access a service during service hours 3. A redundant network segment fails, and the user is not aware of any disruption to service 4. A user contacts the Service Desk about slow performance of an applicationWhich of the above statements is CORRECT?

All of the above

1 and 4 only

2 and 3 only

None of the above

74. Consider the following list: 1 Modelling 2 Risk Analysis 3 Application Sizing 4 DSL maintenanceWhich two from the above list are among the main responsibilities of Capacity Management?

1 & 2

1 & 3

3 & 4

2 & 4

75. An 'unabsorbed' cost is best described as:

A capital cost

A type of charging policy

An uplift to allocated costs

A revenue stream

76. What is the role of the Emergency Change Advisory Board (ECAB)?

To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods

To assist the Change Manager in implementing emergency changes

To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.

77. Which of the following questions is NOT answered by Service Portfolio Management?

How should our resources and capabilities be allocated?

What opportunities are there in the market?

Why should a customer buy these services?

What are the pricing or chargeback models?

78. When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?

Reduce technology investment by $5m due to more accurate capacity and performance modeling processes

Reduce support manpower demand by 30% due to automated incident and problem management processes

Improve employee morale and therefore create better relationships between IT and business units

Reduce Problem resolution by 50% and minimize critical system outages

79. Which of the following is the CORRECT description of the Four P's of Service Design?

A four step process for the design of effective Service Management

A definition of the people and products required for successful design

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

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

80. A customer-based Service Level Agreement structure includes:

An SLA covering all Customer groups and all the services they use

SLAs for each service that are Customer-focused and written in business language

An SLA for each service type, covering all those Customer groups that use that Service

An SLA with each individual Customer group, covering all of the services they use

81. Which of the following best describes the goal of Service Level Management?

To maintain and improve IT service quality in line with business requirements

To ensure that IT delivers the same standard of service at the least cost

82. Which of the following statements is CORRECT for all processes?

They define activities, roles, responsibilities, functions and metrics

They create value for stakeholders

They are carried out by a Service Provider in support of a Customer

They are units of organizations responsible for specific outcomes

83. Which of these best describes the purpose of Capacity Management?

To reduce costs and performance levels to a minimum

To ensure that there is always sufficient capacity available to meet all customer demands

To ensure that business demands are affordable and achievable

To provide cost-effective IT capacity to meet agreed service levels

84. The main objective of Availability Management is?

To monitor and report availability of services and components

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

To guarantee availability levels for services and components

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

85. The extent of CI information held in the CMDB should:

Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money

Be as high level as possible

Match the organisation’s requirement for information to be held

Vary according to cost

86. The process to implement SLAs comprises of the following activities in sequence:

Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs

Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,

Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs

Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs

87. The Service Desk can act as the focal point for: 1 Receiving Incidents & Service Requests from users 2 Recording Change Requests from users 3 Handling complaints and queries

1 Only

2 Only

1 & 3

1, 2 & 3

88. Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB?

You should try to capture as much information as possible about all types of CIs

You shouldn’t collect detailed information about CIs that are not under Change Control

You shouldn’t worry too much about Change Control; the main objective is to get the database loaded

You should try to satisfy all the wishes of the IT staff

89. Which aspect of Service Design is missing from the list below? 1. The design of services 2. The design of Service Management systems and tools 3. The design of technology architecture and management systems 4. The design of the processes required 5. ?

The design of Functions

The design of Service Level Agreements

The design of applications

The design of measurement systems, methods and metrics

90. Consider the following: 1 Incident diagnostic scripts 2 A knowledge base of previously recorded incidents 3 A Configuration Management Database covering the infrastructure supported 4 A Forward Schedule of ChangeWhich of the above should be available to the Service Desk?

All four

1&2

3&4

1, 2 &3

91. Does Problem Management depend entirely on having a mature Incident Management process in place?

Yes, because without a mature Incident Management process in place there is no reliable information available

No, because the quality of Incident Management information is of little importance to proactive Problem Management

No, because progress can still be made on solving long-standing Problems

Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information

92. A Service owner is responsible for which of the following?

Recommending improvements

Designing and documenting a Service

Carrying out the Service Operations activities needed to support a Service

Producing a balanced scorecard showing the overall status of all Services

93. Which of the following statements are NOT included in Access Management? 1. Verifying the identity of users requesting access to services 2. Setting the rights or privileges of systems to allow access to authorized users 3. Defining security policies for system access 4. Monitoring the availability of systems that users should have access to

3 and 4 only

1 and 3 only

2 and 3 only

1 and 2 only

94. Consider the following statements: 1. A Process should be traceable to a specific trigger 2. A characteristic of the "Process" is that it is performance driven and able to be measuredWhich of the above statements are CORRECT?

1 only

All of the above

None of the above

2 only

95. The objective of the Change Management process is most accurately described as?

Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner

Ensuring that changes to IT infrastructure are managed efficiently and effectively

Ensuring that all changes have appropriate back-out plans in the event of failure

Protecting services by not allowing changes to be made

96. What does the Service V model represent?

A strategy for the successful completion of all Service Management projects

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

Levels of Configuration and testing required to deliver a Service Capability

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

97. Incident Management has a value to the business by?

Helping to control infrastructure cost of adding new technology

Enabling users to resolve Problems

Helping to align people and process for the delivery of service

Contributing to the reduction of impact

98. In which core publication can you find detailed descriptions of the following? 1. Service Portfolio Management 2. Demand Management 3. Financial Management

Service Operations

Service Strategy

Service Transition

Continual Service Improvement

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

Objectives, Metric, Desired outcome

Business Objectives, IT objectives, Process metrics

Desired outcome, Supplier metrics, IT objectives

People, Products, Technology

100. A Process owner is responsible for which of the following?

Purchasing tools to support the Process

Ensuring that targets specified in an SLA are met

Carrying out activities defined in the Process

Monitoring and improving the Process

101. Serviceability is an element of Availability Management. How is it best defined?

The prevention of failure, and the ability to keep services and components operable

The ability to restore services or components back to normal operation

The percentage of the agreed service hours for which the service is available

The support which external suppliers can be contracted to provide for parts of the IT infrastructure

102. Technical Management is NOT responsible for?

Maintenance of the technical infrastructure

Documenting and maintaining the technical skills required to manage and support the IT infrastructure

Defining the Operational Level Agreements for the technical teams

Diagnosis of, and recovery from, technical failures

103. Demand Management is primarily used to?

Increase customer value

Eliminate excess capacity needs

Increase the value of IT

Align business with IT cost

104. What is the purpose of the Request Fulfillment Process?

Dealing with Service Requests from the users

Making sure all requests within an IT Organization is fulfilled

Ensuring fulfillment of Change Requests

Making sure the Service Level Agreement is met

105. Consider the following statements: 1. Service Transition provides guidance on moving new and changed services into production 2. Service Transition provides guidance on testing 3. Service Transition provides guidance on the transfer of services to or from an external service providerWhich of the above statements is CORRECT?

1 and 2 only

1 only

All of the above

1 and 3 only

106. Which of the following activities is Service Level Management responsible for?

Design the configuration management system from a business perspective

Create technology metrics to align with customer needs

Create a customer facing service catalogue

Train service desk on how to deal with customer complaints about service

107. A Service Level Package is best described as?

A definite level of utility and warranty associated with a core service package

A description of customer requirements used to negotiate a Service Level Agreement

A description of the value that the customer wants and for which they are willing to pay

A document showing the Service Levels achieved during an agreed reporting period

108. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

Define what you should measure, define what you can measure, gather data and process data

Gather data, process data, analyze data and present data

What is the vision, where are we now, what do we want to be, how do we get there?

Gather data, process data, define what you should measure and define what you can measure

109. The BEST definition of an event is?

An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted

An occurrence that is significant for the management of the IT infrastructure or delivery of services

A known system defect that generates multiple incident reports

A planned meeting of customers and IT staff to announce a new service or improvement program

110. Which of the following statements about Supplier Management is INCORRECT?

Supplier Management negotiates internal and external agreements to support the delivery of services

Supplier Management ensures that suppliers meet business expectations

Supplier Management maintains information in a Supplier and Contracts Database

111. The 7 Step Improvement Process can most accurately be described as?

The Seven P’s of Continual Service Improvement (CSI)

A service improvement methodology based on the Deming Cycle

A set of roles and responsibilities for managing service improvements

112. A benefit of using Service Design tools is?

To help ensure that standards and conventions are followed

To help ensure that events are detected as quickly as possible

To help enable different applications to work together

To help implement architectures that supports the business strategy

113. Consider the following activities: 1 The analysis of raw data2 The identification of trends3 The definition of Service Management processes4 The implementation of preventive measuresWhich of the above should be easier after implementing a good IT Service Management software tool?

1, 2 & 4

2 & 3

All of them

None of them

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

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

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

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

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

115. Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services 4. To provide cost justifiable IT capacity that is matched to the needs of the business

1, 2 and 3 only

All of the above

1 and 3 only

1, 3 and 4 only

116. Which is the first activity of the Continual Service Improvement (CSI) model?

Assess the current business situation

Understand high-level business requirements

Agree on priorities for improvement

Create and verify a plan

117. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and Deployment technology 4. Process Design

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

118. Application Management is NOT responsible for?

Documenting and maintaining the technical skills required to manage and support Applications

Managing applications through their lifecycle

Assisting in the decision to build or buy new software

Developing operational functionality required by the business

119. Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process

2 only

1 only

All of the above

None of the above

120. The objective of Service Asset and Configuration Management is most accurately described as?

To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels

To manage service assets and CIs from an operational perspective

To ensure that assets and CIs deliver the business outcomes they were designed to achieve

To define and control the components of services and infrastructure and maintain accurate configuration records

Reviewer 1-3

1. Which of the following is NOT one of the ITIL core publications?

2.

What first name or nickname would you like us to use?

2. Which of these is NOT a recognised Service Desk structure?

3. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

4. The four stages of the Deming Cycle are?

5. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?

6. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?

7. Which of the following is not an element of Availability Management?

8. The priority of an Incident refers to?

9. Which are the missing Service Operation processes from the following? 1. Incident Management 2. Problem Management 3. Access Management 4. ? 5. ?

10. Which of the following BEST describes the purpose of Event Management?

11. Which of the following is a good use of a baseline?

12. What is the RACI model used for?

13. Which of the following statements BEST describes the role of Communication during Service Operation?

14. Which of the following are likely to be members of the CAB? 1 Problem Manager 2 Customer representatives 3 Change Manager 4 Senior IT technical managers

15. What is SOA within Availability Management?

16. Where would the information relating to software release components be stored?

17. The wording of SLAs and OLAs should be

18. There are strong links between Service Level Management and: 1 Incident Management 2 Availability Management 3 Configuration Management 4 IT Service Continuity Management 5 Change Management

19. Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity

20. The following options are considered within which process? 1. Big bang vs. Phased 2. Push and Pull 3. Automated vs. Manual

21. Which of the following BEST describes a Local Service Desk structure?

22. Intermediate Recovery is initially concerned with which of the following time periods?

23. The scope of a Release can best be defined by:

24. What is the main reason for establishing a baseline?

25. Which of the following is NOT an objective of Service Operation?

26. Which of the following statements is CORRECT about patterns of demand generated by the customer's business?

27. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

28. Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner

29. Functions are best described as?

30. What is the best definition of an Incident Model?

31. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

32. Which one of the following statements is NOT FALSE?

33. Which one of the following is NOT a major CI type?

34. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?

35. Within a CMDB, which relationships are most likely to exist between Incidents and Problems? 1 One Incident to one Problem 2 One Incident to many Problems 3 Many Incidents to one Problem

36. Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?

37. Which of these is a DIRECT benefit of having a Service Desk?

38. The goal of Service Asset and Configuration Management is to?

39. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?

40. How does an organization use Resources and Capabilities in creating value?

41. Facilities Management refers to?

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

43. The following activities are involved in implementing a Service Management function: 1 Tool selection 2 Tool specification 3 Process design 4 Functional requirements analysisIn which order should the above activities be taken?

44. For which of these activities is the Change Manager responsible?

45. The ITIL V3 core is best described as?

46. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

47. A Service Catalogue should contain which of the following?

48. Why should monitoring and measuring be used when trying to improve services?

49. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?

50. Possible problems with Change Management include:

51. Operations Control refers to?

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

53. Which of the following would normally be included in a Capacity Plan? 1 Options 2 Management summary 3 Business workload forecasts 4 Backout plans

54. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:

55. At what point does an Incident turn into a Problem?

56. Which is the correct sequence of events in the selection of a technology tool?

57. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics 2. Supplier Metrics 3. Service Metrics 4. Technology Metrics 5. Business Metrics

58. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design

59. Business drivers and requirements for a new service should be considered during?

61. Which off the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder

62. Which of the following is NOT an example of a Service Request?

63. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

64. Configuration Management plans should be integrated with those of:

65. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?

66. Which of the following statements is true?

67. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

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

70. If something cannot be measured, it should not be documented within which of the following?

71. Which of the following statements is CORRECT about 'good practice'?

72. "Warranty of a service" means which of the following?

74. Consider the following list: 1 Modelling 2 Risk Analysis 3 Application Sizing 4 DSL maintenanceWhich two from the above list are among the main responsibilities of Capacity Management?

75. An 'unabsorbed' cost is best described as:

76. What is the role of the Emergency Change Advisory Board (ECAB)?

77. Which of the following questions is NOT answered by Service Portfolio Management?

78. When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case?

79. Which of the following is the CORRECT description of the Four P's of Service Design?

80. A customer-based Service Level Agreement structure includes: