NEW QUESTION 1
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

• A. All of the above
• B. 1 and 3 only
• C. 1 and 2 only
• D. 2 and 3 only

Answer: A

NEW QUESTION 2
Which process is responsible for the availability, confidentiality and integrity of data?

• A. Service catalogue management
• B. Service asset and configuration management
• C. Change management
• D. Information security management

Answer: D

NEW QUESTION 3
Which one of the following is the BEST definition of the term 'service management'?

• A. A set of specialized organizational capabilities for providing value to customers in the form of services
• B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
• C. The management of functions within an organization to perform certain activities
• D. Units of organizations with roles to perform certain activities

Answer: A

NEW QUESTION 4
Which term describes if a service is fit for use?

• A. Serviceability
• B. Utility
• C. Warranty
• D. Availability

Answer: C

NEW QUESTION 5
In which document would you expect to see an overview of actual service achievements against targets?

• A. Operational level agreement (OLA)
• B. Capacity plan
• C. Service level agreement (SLA)
• D. SLA monitoring chart (SLAM)

Answer: D

NEW QUESTION 6
Which one of the following is NOT an objective of problem management?

• A. Minimizing the impact of incidents that cannot be prevented
• B. Preventing problems and resulting incidents from happening
• C. Eliminating recurring incidents
• D. Restoring normal service operation as quickly as possible

Answer: D

NEW QUESTION 7
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

• A. The service level management
• B. The IT service continuity management
• C. The service catalogue management
• D. The supplier management

Answer: D

NEW QUESTION 8
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

• A. Service level management
• B. Problem management
• C. Change management
• D. Event management

Answer: B

NEW QUESTION 9
Where should all master copies of controlled software and documentation be stored?

• A. In the definitive software library
• B. In the definitive media library
• C. In the definitive security library
• D. In the definitive production library

Answer: B

NEW QUESTION 10
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

• A. Internal
• B. External
• C. Service desk
• D. Shared services unit

Answer: C

NEW QUESTION 11
Which of the following is an enabler of best practice?

• A. Standards
• B. Technology
• C. Academic research
• D. Internal experience

Answer: B

NEW QUESTION 12
In service design, which term describes services, technologies and tools?

• A. People
• B. Partners
• C. Products
• D. Processes

Answer: C

NEW QUESTION 13
Which of the following would NOT be contained in a release policy?

• A. Naming and numbering conventions
• B. Entry and exit criteria of the release into testing
• C. Roles and responsibilities for the release
• D. The risk register for the release

Answer: D

NEW QUESTION 14
Which one of the following is a correct definition of a supplier category?

• A. Strategic - for suppliers of operational products or services
• B. Tactical - for relationships involving significant commercial activity and business interaction
• C. Operational–for suppliers providing low value and/or readily available products and services
• D. Commodity–for significant partnering relationships that involve senior managers

Answer: C

NEW QUESTION 15
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

• A. Suppliers, manufacturers and vendors
• B. Customers
• C. Internal departments
• D. The facilities management function

Answer: A

NEW QUESTION 16
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

• A. Service transition planning and support
• B. Design coordination
• C. Service level management
• D. Change management

Answer: B

NEW QUESTION 17
Which groups of people would work according to an operational level agreement?

• A. Business units
• B. All stakeholders
• C. External IT teams
• D. Internal IT teams

Answer: D

NEW QUESTION 18
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

• A. External Customers
• B. Suppliers
• C. Operations
• D. External Consultants

Answer: B

NEW QUESTION 19
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

• A. User
• B. Customer
• C. Supplier
• D. Administrator

Answer: B

NEW QUESTION 20
Which of the following identifies the purpose of design coordination?

• A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
• B. Ensuring all service designs have availability designed into them
• C. Designing of all the links between every service design process and all other processes in the service lifecycle
• D. Control of all supplier relationships from design right through to the production environment

Answer: A

NEW QUESTION 21
What service could include a differentiation as an“excitement factor”?

• A. A core service
• B. An enabling service
• C. A packaged service
• D. An enhancing service

Answer: D

NEW QUESTION 22
Which of the following statements BEST describes the aims of release and deployment management?

• A. To build, test and deliver the capability to provide the services specified by service design
• B. To ensure that each release package specified by service design consists of a set of related assets and service components
• C. To ensure that all changes can be tracked, tested and verified if appropriate
• D. To record and manage deviations, risks and issues related to the new or changed service

Answer: A

NEW QUESTION 23
Which one of the following do major incidents require?

• A. Separate procedures
• B. Less urgency
• C. Longer timescales
• D. Less documentation

Answer: A

NEW QUESTION 24
How many people should be accountable for a process as defined in the RACI model

• A. As many as necessary to complete the activity
• B. Only one - the process owner
• C. Two - the process owner and the process enactor
• D. Only one - the process architect

Answer: B

NEW QUESTION 25
What BEST defines serviceability?

• A. How quickly a service or component can be restored to normal working order
• B. How long a service or component can perform its agreed function without failure
• C. The ability of a third-party supplier to meet the terms of its contract
• D. The part of the business process that is critical to providing the service

Answer: C

NEW QUESTION 26
Which process would you MOST expect to be involved in the management of underpinning contracts?

• A. Change management
• B. Service catalogue management
• C. Supplier management
• D. Release and deployment management

Answer: C

NEW QUESTION 27
Which is the correct combination of items that makes up an IT service?

• A. Customers, providers and documents
• B. Information technology, people and processes
• C. Information technology, networks and people
• D. People, process and customers

Answer: B

NEW QUESTION 28
Which one of the following is NOT a characteristic of a process?

• A. It is measurable
• B. It delivers specific results
• C. It responds to specific events
• D. It structures an organization

Answer: D

NEW QUESTION 29
Which process monitors and improves the performance of the service transition stage of the service life cycle?

• A. Transition planning and support
• B. Design co-ordination
• C. Change management
• D. Service transition management

Answer: A

NEW QUESTION 30
In which of the following should details of a workaround be documented?

• A. The service level agreement (SLA)
• B. The problem record
• C. The availability management information system
• D. The IT service continuity plan

Answer: B

NEW QUESTION 31
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