Question No: 6

What BEST defines IT service management?

A. An organization supplying services to only external customers.

B. The customer of an IT Service provider who defines and agrees the service targets.

C. The implementation and management of quality IT services that meet business needs.

D. The resources that are utilized to provide value to customers through services.

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Question No: 7

Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management

B. Service level management

C. Access Management

D. Continual Service improvement

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Question No: 8

Which of the following are CORRECT Service Design Aspects?

1) Service Solutions for new or changed services

2) Management policies and guidelines

3) Business requirements technology and management architectures

4) Process requirements technology and management architectures

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

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Question No: 9

Why is ITIL successful?

A. It always guarantees cost savings

B. Its practices are applicable to any IT organisation

C. It makes technology architecture easy to design

D. It can be fully implemented in 30 days

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Question No: 10

What BEST describes the customers and users of an IT service provider?

A. Customers buy IT services; users use IT services

B. Customers design IT services; users test IT services

C. Customers sell IT services; users improve IT services

D. Customers agree the service levels; users buy IT services

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Question No: 11

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

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Question No: 12

Remediation planning is a key part of which process?

A. Capacity management

B. Change management

C. Financial management for IT services

D. Availability management

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Question No: 13

Which statement is CORRECT?

A. A function is a set of responsibilities allocated to a service manager

B. A process is a team or group of people and the tools they use to perform one or more activities

C. A function is a set of specialised organisational capabilities

D. A process is a structured set of activities designed to accomplish a specific objective

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Question No: 14

What do major incidents require?

A. Separate procedures.

B. Less urgency

C. Longer timescales

D. Less documentation

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Question No: 15

Which statement about the known error database (KEDB) is CORRECT?

A. It is maintained by the service desk and updated with the details of each new incident

B. It is a part of the configuration management database (CMDB) and contains workarounds

C. It is maintained by problem management andis used by the service desk to help resolve incidents

D. It is maintained by incident management and contains solutions to be implemented by problem management

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