Which process has PRIMARY responsibility for establishing and maintaining the relationship between the service provider and its customer? Problem management Change management Business relationship management Service portfolio management.
Which of the following is NOT within the scope of problem management? To assess the impact and urgency of incident tickets To determine resolution for underlying issues To determine resolution through the correct control procedures Pro-active identification of recurring incidents.
Which of the following would be an appropriate type of service level agreement? Contract level Technology level Corporate level Operational level.
Which of the following roles would be valid members of a change advisory board (CAB) meeting?
1. Suppliers
2. Change manager
3. Service owner
4. Release manager 1,2 and 3 only 2,3 and 4 only 2 and 4 only All of the above.
What is the main activity used to help the IT service provider understand and plan for a workload profile? Developing the requirements for service utility Providing the appropiate value from the service level package Understanding the value that IT needs to five to the business Understanding pattens of business activity.
Which of the following are the main objectives for the service desk?
1. To provide management information
2. To restore normal service to the users as quickly as possible
3. To manage the incident through its lifecycle
4. To prevent problems and resulting incidents from happening 1,2 and 4 only 3 and 4 only 1,2 and 3 only All of the above.
Who is accountable for ensuring that a process is performing to the agreed standards? The process manager The process owner The service owner The process practitioner.
Which of the following is the BEST description of an internal service? A service providing a value but taking away the ownership of risk and cost for the customer A service delivered between departments in the same organization A service delivered to customers who are not directly part of the organization A service not directly used by the business but required to provide the overall service.
Which of the following statements BEST describes the difference between an operational level agreement (OLA) and an underpinning contract (UC)? The OLA is an underpinning agreement with legally binding terms whereas the UC supports the SLA, and is therefore not formal The OLA is an internal document that defines the working relationship between different groups within the service provider organization whereas the UC is a legally binding document for a supplier in support of the SLA The UC defines targets and responsibilities tht are required to meet agreed service level targets in a service level agreement, whereas the OLA describes best endeavours for a service.
There are five aspects of a successful service design stage. Which aspect is missing from the list below?
1. The design of the management information systems and tools
2. The design of the technology and management architectures
3. The dessign of the processes
4. The dessign of the mesurement methods and metrics The design of the service design package (SDP) The design of the documentation The design of the service solution The design of the business processes.
Which of the following is the CORRECT definition of a business case? The decision support and planning tool to predict the costs associated with the implementation of a new service A justification for a significant item of expenditure, which will include information about costs, benefits, options, risks and possible problems The quantification of the costs of each service and how each service is consumed The documentation which demonstrates the visibility and accountability of each business unit.
The release package is an output from which phase of the service lifecycle? Service strategy Service design Service transition Service operation.
Which of the following functions has a key objective to provide the technical expertise and specialized resources for the overall IT infraestructure, throughout the service lifecycle? Technical management IT operations Incident management Applications management.
Which of the following are valid service provider types?
1. A centralized services unit
2. An internal service provider
3. An external service provider
4. A shared services unit 1 and 4 only 2 and 3 only 2,3 and 4 only All of the above.
Which of the followign is NOT within the scope of the design coordination process? Maintenance of policies and standards for the service design activities Assistance and support of projects through the service design stage Management of any conflict for resources Assurance that both utility and warranty are tested.
In order to optimize the efficiency of the change process, many low-risk routine changes may be categorized as pre-authorized by change management. What type of change is this known as? A service request A change request A normal change A standard change.
What is contained within the definitive media library? Secure definitive authorized versions of both software are media CIs that have passed quality assurance checks The relationship model of all service assets, infrastructure and individual components that make up a service Secure definitive authorized versions of both software and media CIs that are waiting to pass quality assurance checks Secure backup tapes.
In which information source would you find a complete list of current improvement opportunities and their benefits? The continual service improvement (CSI) register A service improvement plan The business case The configuration management system (CMS).
Which of the following is the BEST description of why ITIL is so susccessful? ITIL has now been followed for more than 30 years, ensuring that risks are minimized and value is achieved in organizations ITIL represents a common framework of practices that unite all areas of IT service provision to deliver value to the business ITIL represents a prove methodology that provides an end-to-end delivery of quality services an value to the business ITIL is recognized as a worlwide standard of conformance to best practice that ensures that everyone in the organization uses the same terms and standards.
Which of the following is the first stage of the seven-step improvement process? Define what you will measure Identify the strategy for improvement Check the integrity of the data to be used for analysis Determine the baseline.
Which of the following are key elements that need to be defined as part of a process?
1. The activities contained within the process
2. The process policy
3. Roles within the organization that will need to carry out the process
4. Appropiate metrics for the process 1, 2 and 3 only 3 and 4 only 1, 2 and 4 only All of the above.
Which element of the DIKW model can NOT be supported by automation? Data Information Knowledge Wisdom.
What is the MAIN purpose of service transition planning and support? To control the assets required to deliver the service to the organization, and ensure that accurate and reliable information is available To provide overall planning for service transition and coordinating the resources that they require To provide overall planning and guidance for all projects as they transition into service operation To identify, manage and control risks to minimize any adverse impact and disruption on service operation.
Which of the following tasks is IT operations NOT responsible for? Incident resolution Managing applications throughout their lifecycle Managing the facilities enviroment Monitoring events.
During the incident management process the service desk is often unable to resolve the incident themselves so they would escalate the incident to another specialist team. What type of escalation is this known as? Functional Hirarchic Problem management Call closure.
What type of categorization would be assigned to a supplier if they are providing a service that has medium risk and impact to the business and medium value and importance? Commodity supplier Operational supplier Tactical supplier Strategic supplier .
Which of the following are appropriate examples of a service request?
1. A password change or reset
2. A minor code change request from a user to modify a particular application
3. The relocation of some desktop equipment
4. A question requesting information 1, 2 and 3 only 2, and 4 only 1, 3 and 4 only All of the above.
Which of the following is the PRIMARY process for which a business impact analysis is required? Service level management Financial management IT service continuity management Request fulfilment.
Which of the following is a key guideline when preparing for automation? Amend the processes to reflect the tool Evaluate quality tools on the market Simplify the service processes Review any complicated tasks first.
In which stage of the service lifecycle is governance established? Service strategy Service design Service transition Continual service improvement.
Which functional group will normally take action on events? Incident management IT operations Service desk Problem management.
Which of the following are key elements that should be included within the service design package (SDP)?
1. Business requirements
2. Organizational readiness assessment
3. Testing plan
4. Service acceptance criteria 1, 2 and 4 only 2, and 4 only 1, 2 and 3 only All of the above.
Which of the following is the CORRECT sequence of activities during the incident lifecycle after the incident has been identified? 1 - Initial diagnosis and possible escalation. 2 - Incident categorization. 3 - Incident logging. 4 - Incident priorization. 5 - Investigation and diagnosis. 6 - Incident closure. 7 - Resolution and recovery. 1 - Incident logging. 2 - Incident prioritization. 3 - Initial diagnosis and possible escalation. 4 - Investigation and diagnosis. 5 - Resolution and recovery. 6 - Incident categorization. 7 - Incident closure. 1 - Incident categorization. 2 - Incident logging. 3 - Incident priorization. 4 - Initial diagnosis and possible escalation. 5 - Investigation and diagnosis. 6 - Resolution and recovery. 7 - Incident closure. 1 - Incident logging. 2 - Incident categorization. 3 - Incident priorization. 4 - Initial diagnosis and possible escalation. 5 - Investigation and diagnosis. 6 - REsolution and recovery. 7 - Incident closure.
Which of the following will give an overall view of the periodic reports showing performance against all SLA targets? OLA chart SLAM chart RAG status Underpinning contract performance.
Which of the following is the PRIMARY objective of access management? To provide the right for users to be able to use a service at all times to support their business processes. To align IT security with business security and ensure that it is effectively managed To provide the appropriate right for users to be able to use a service or group of services To ensure that IT services can be resumed in the event of a disaster, within required and agreed business timescales.
To answer the question 'Where are we now?' in the continual service approach, we need to know: How we will keep the momentum going The current baseline assessments The business vision The new measurement targets.
Which service lifecycle publication provides guidance on testing? ITIL Service Operation ITIL Service Transition ITIL Service Design ITIL Service Strategy.
Which service operation function would contribute to the decision on whether to buy off-the-shelf software packages to support the business processes? The service desk Technical management Application management IT operations.
Which of the following statements is the CORRECT definition for warranty? The delivery of positive attributes of a service The service is assured, and no risk will be introduced into live services The service is fit for purpose The service will meet its agreed requirements.
Which of the following activities would NOT be completed as part of the change management process? Planning and controlling the change Management reporting for change Change decision-making and authorization Applying a fix for an emergency change.
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