ITIL D (51-100)

1. Which of the following activities is NOT a part of the Deming Cycle?

Act

Plan

Do

Coordinate

2. The group that reviews Changes that must be installed faster than the normal Change process is called the:

Technical Management (TM)

Emergency Change Advisory Board (ECAB)

Urgent Change Board (UCB)

Urgent Change Authority (UCA)

3. Which of the following is the BEST definition of a Risk?

Something that will not happen

Something that will happen

Something that has happened

Something that might happen

4. What is the objective of Access Management?

To provide security staff for Data Centers and other buildings

To manage access to computer rooms and other secure locations

To manage access to the Service Desk

To manage the right to use a service or group of services

5. Which of the following can include steps that will help to resolve an Incident? 1. Incident Model 2. Known Error Record

1 only

2 only

Both of the above

Neither of the above

6. Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

The IT Director

The Process Owner

The Service Owner

The Customer

7. Which of the following is NOT one of the five individual aspects of Service Design?

The design of the Service Portfolio, including the Service Catalogue

The design of new or changed services

The design of Market Spaces

The design of the technology architecture and management systems

8. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

Tell others about the progress of an activity

Perform an activity

Be kept up to date on the progress of an activity

Manage an activity

9. Which process is responsible for managing relationships with vendors?

Change Management

Service Portfolio Management

Supplier Management

Continual Service Improvement

10. Access Management is closely related to which other process?

Capacity Management only

3rd line support

Information Security Management

Change Management

11. Which process would you MOST expect to be involved in the management of Underpinning Contracts?

Change Management

Service Catalogue Management

Supplier Management

Release and Deployment Management

12. What does a service always deliver to customers?

Applications

Infrastructure

Value

Resources

13. At which stage of the Service Lifecycle should the processes needed to operate a new service be defined?

Service Design: Design the processes

Service Strategy: Develop the offerings

Service Transition: Plan and prepare for deployment

Service Operation: IT Operations Management

14. A Service Level Agreement (SLA) is:

The part of a contract that specifies responsibilities of each party

An agreement between the Service Provider and an internal organization

An agreement between a Service Provider and an external supplier

An agreement between the Service Provider and their customer

15. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Service Level Management

Service Portfolio Management

Request Fulfilment

Demand Management

16. Which of the following functions would be responsible for management of a data centre?

Technical Management

Service Desk

Applications Management

Facilities Management

17. Which of the following is concerned with fairness and transparency?

Capacity Management

Governance

Service Design

Service Level Management

18. Which of these should a change model include? l. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for completion of the actions 4. Complaints procedures

1,2 and 3 only

All of the above

1 and 2 only

2 and 4 only

19. Which of the following models would be most useful in helping to define an organizational structure?

RACI Model

Service Model

Continual Service Improvement (CSI) Model

Plan, Do, Check, Act (PDCA) Model

20. Which of the following is NOT the responsibility of Service Catalogue Management?

Ensuring that information in the Service Catalogue is accurate

Ensuring that information within the Service Pipeline is accurate

Ensuring that information in the Service Catalogue is consistent with information in the ServicePortfolio

Ensuring that all operational services are recorded in the Service Catalogue

21. Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and Service Requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Diagnosing the root-cause of Problems

All of the above

1, 2 and 3 only

1, 2 and 4 only

2, 3 and 4 only

22. Which Service Design process makes the most use of data supplied by Demand Management?

Service Catalogue Management

Service Level Management

IT Service Continuity Management

Capacity Management

23. Which of the following BEST describes a Change Authority?

The Change Advisory Board

A person that provides formal authorisation for a particular type of change

A role, person or a group of people that provides formal authorisation for a particular type of change.

The Change Manager who provides formal authorisation for each change

24. What are underpinning contracts used to document?

The provision of IT services or business services by a Service Provider

The provision of goods and services by Suppliers

Service Levels that have been agreed between the Service Provider and their Customer

Metrics and Critical Success Factors (CSFs) in an external agreement

25. Availability Management is directly responsible for the availability of which of the following?

IT Services and Components

IT Services and Business Processes

Components and Business Processes

IT Services, Components and Business Processes

26. Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability *3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

1 only

All of the above

1 and 2 only

1 and 3 only

27. Which of these is the BEST description of a release unit?

The portion of a service or IT infrastructure that is normally released together

The smallest part of a service or IT infrastructure that can be independently changed

The portion of a service or IT infrastructure that is changed by a particular release

A metric for measuring the effectiveness of the Release and Deployment Management process

28. Who owns the specific costs and risks associated with providing a service?

The Service Provider

The Service Level Manager

The Customer

The Finance department

29. Which process contains the Business, Service and Component sub-processes?

Capacity Management

Incident Management

Service Level Management

Financial Management

30. Which of the following statements about the Service Owner is INCORRECT?

Is responsible for the day-to-day monitoring and operation of the service they own

Is responsible for contributing to continual improvement affecting the service they own

Is a primary stakeholder in all of the underlying IT processes which support the service they own

Is accountable for a specific service within an organization

31. Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The Service Level Management

The IT Service Continuity Management

The Service Catalogue Management

The Supplier Management

32. Which of the following is MOST concerned with the design of new or changed services?

Change Management

Service Transition

Service Strategy

Service Design

33. IT Service Continuity strategy should be based on: 1. Design of the service metrics 2. Business continuity strategy 3. Business Impact Analysis 4. Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

34. Which of the following is a PRIMARY concern of IT Governance?

Measuring and improving the efficiency and effectiveness of processes

Ensuring that processes and procedures are correctly followed

Reducing the total cost of providing services

Ensuring that agreed Service Level Requirements are met

35. Which of the following statements BEST describes the aims of Release and Deployment Management?

To build, test and deliver the capability to provide the services specified by Service Design

To ensure that each Release package specified by Service Design consists of a set of related assets and service components

To ensure that all changes can be tracked, tested and verified if appropriate

To record and manage deviations, risks and issues related to the new or changed service

36. What are Request Models used for?

Assessing changes to understand their potential impact

Modeling arrival rates and performance characteristics of service requests

Comparing the advantages and disadvantages of different Service Desk approaches such as local orremote

Defining how frequently received user requests should be handled

37. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

Service Asset and Configuration Management

Event Management

Service Catalogue Management

Performance Management

38. Which of the following are valid parts of the Service Portfolio? 1. Service Pipeline 2. Service Knowledge Management System (SKMS) *3. Service Catalogue

1 and 2 only

3 only

1 and 3 only

All of the above

39. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

Service Design

Service Transition

Service Strategy

Service Operation

40. A configuration model can be used to help 1. Assess the impact and cause of incidents and problems 2. Assess the impact of proposed changes 3. Plan and design new or changed services 4. Plan technology refresh and software upgrades

1, 2, and 3 only

All of the above

1, 2 and 4 only

3 and 4 only

41. Which of the following are objectives of Service Level Management? 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in

1, 2 and 3 only

1 and 2 only

1, 2 and 4 only

All of the above

42. Which process is responsible for discussing reports with customers showing whether services have met

Continual Service Improvement

Business Relationship Management

Service Level Management

Availability Management

43. Where should performance information that supports the Capacity Management process be stored?

A configuration management database (CMDB)

A capacity management database (CMDB)

A configuration management system (CMS)

A capacity management information system (CMIS)

44. Which process is responsible for low risk, frequently occurring, low cost changes?

Demand Management

Incident Management

Release and Deployment Management

Request Fulfilment

45. Which of these would fall outside the scope of a typical service change management process?

A change to a contract with a supplier

A firmware upgrade to a server that is only used for IT Service Continuity purposes

An urgent need to replace a CPU to restore a service during an incident

A change to a business process

46. Which of the following provides the primary guidance on what protection Information Security Management should provide for each asset?

The IT Executive

The ISO27001 Standard

The Business

The Service Level Manager

47. Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?

The Change Management Process Owner

The Change Advisory Board (CAB)

The Service Owner

The Continual Service Improvement Manager

48. A Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Performing all activities involved in a process

1, 3 and 4 only

All of the above

1, 2 and 3 only

1, 2 and 4 only

49. Which of the following are benefits that implementing Service Transition could provide to the business? 1. Ability to adapt quickly to new requirements 2. Reduced cost to design new services *3. Improved success in implementing changes

1 and 2 only

2 and 3 only

1 and 3 only

All of the above

50. The Definitive Media Library and Definitive Spares are the responsibility of:

Facilities Management

Access Management

Request Fulfilment

ITIL D (51-100)

1. Which of the following activities is NOT a part of the Deming Cycle?

2.

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

2. The group that reviews Changes that must be installed faster than the normal Change process is called the:

3. Which of the following is the BEST definition of a Risk?

4. What is the objective of Access Management?

5. Which of the following can include steps that will help to resolve an Incident? *1. Incident Model *2. Known Error Record

6. Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

7. Which of the following is NOT one of the five individual aspects of Service Design?

8. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

9. Which process is responsible for managing relationships with vendors?

10. Access Management is closely related to which other process?

11. Which process would you MOST expect to be involved in the management of Underpinning Contracts?

12. What does a service always deliver to customers?

13. At which stage of the Service Lifecycle should the processes needed to operate a new service be defined?

14. A Service Level Agreement (SLA) is:

15. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

16. Which of the following functions would be responsible for management of a data centre?

17. Which of the following is concerned with fairness and transparency?

18. Which of these should a change model include? *l. The steps that should be taken to handle the change *2. Responsibilities; who should do what, including escalation *3. Timescales and thresholds for completion of the actions *4. Complaints procedures

19. Which of the following models would be most useful in helping to define an organizational structure?

20. Which of the following is NOT the responsibility of Service Catalogue Management?

21. Which of these activities would you expect to be performed by a Service Desk? *1. Logging details of Incidents and Service Requests *2. Providing first-line investigation and diagnosis *3. Restoring service *4. Diagnosing the root-cause of Problems

22. Which Service Design process makes the most use of data supplied by Demand Management?

23. Which of the following BEST describes a Change Authority?

24. What are underpinning contracts used to document?

25. Availability Management is directly responsible for the availability of which of the following?

26. Which of the following does the Availability Management process include? *1. Ensuring services are able to meet availability targets *2. Monitoring and reporting actual availability *3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

27. Which of these is the BEST description of a release unit?

28. Who owns the specific costs and risks associated with providing a service?

29. Which process contains the Business, Service and Component sub-processes?

30. Which of the following statements about the Service Owner is INCORRECT?

31. Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

32. Which of the following is MOST concerned with the design of new or changed services?

33. IT Service Continuity strategy should be based on: *1. Design of the service metrics *2. Business continuity strategy *3. Business Impact Analysis *4. Risk assessment

34. Which of the following is a PRIMARY concern of IT Governance?

35. Which of the following statements BEST describes the aims of Release and Deployment Management?

36. What are Request Models used for?

37. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

38. Which of the following are valid parts of the Service Portfolio? *1. Service Pipeline *2. Service Knowledge Management System (SKMS) *3. Service Catalogue

39. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

40. A configuration model can be used to help *1. Assess the impact and cause of incidents and problems *2. Assess the impact of proposed changes *3. Plan and design new or changed services *4. Plan technology refresh and software upgrades

42. Which process is responsible for discussing reports with customers showing whether services have met

43. Where should performance information that supports the Capacity Management process be stored?

44. Which process is responsible for low risk, frequently occurring, low cost changes?

45. Which of these would fall outside the scope of a typical service change management process?

46. Which of the following provides the primary guidance on what protection Information Security Management should provide for each asset?

47. Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?

48. A Process Owner is responsible for which of the following? *1. Documenting the process *2. Defining process Key Performance Indicators (KPIs) *3. Improving the process *4. Performing all activities involved in a process

49. Which of the following are benefits that implementing Service Transition could provide to the business? *1. Ability to adapt quickly to new requirements *2. Reduced cost to design new services *3. Improved success in implementing changes

50. The Definitive Media Library and Definitive Spares are the responsibility of:

5. Which of the following can include steps that will help to resolve an Incident? 1. Incident Model 2. Known Error Record

18. Which of these should a change model include? l. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for completion of the actions 4. Complaints procedures

21. Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and Service Requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Diagnosing the root-cause of Problems

26. Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability *3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

33. IT Service Continuity strategy should be based on: 1. Design of the service metrics 2. Business continuity strategy 3. Business Impact Analysis 4. Risk assessment

38. Which of the following are valid parts of the Service Portfolio? 1. Service Pipeline 2. Service Knowledge Management System (SKMS) *3. Service Catalogue

40. A configuration model can be used to help 1. Assess the impact and cause of incidents and problems 2. Assess the impact of proposed changes 3. Plan and design new or changed services 4. Plan technology refresh and software upgrades

48. A Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Performing all activities involved in a process

49. Which of the following are benefits that implementing Service Transition could provide to the business? 1. Ability to adapt quickly to new requirements 2. Reduced cost to design new services *3. Improved success in implementing changes