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 organizations.

3. They rely on processes for cross-functional coordination and control.

4. They are costlier to implement compared to processes.

A.  1,2,&3 only

B.  1,2,&4 only

C.  All of the above

D. None of the above

A: 1,2,&3 only

1. They provide structure and stability to organizations.

2. They are self-contained units with their own capabilities and organizations.

3. They rely on processes for cross-functional coordination and control.

Which of the following statements abour ITIL complementary guidance is CORRECT?

A. It consists of 5 publications.

B. It provides guidance to specific industry sectors and types of organizations

C. It is also structured around the service lifecycle.

D. It provides the guidance necessary for an integrated approach as required by ISO/IEC/20000.

B. It provides guidance to specific industry sectors and types of organizations

Which of the following statemnents is NOT true regarding a Service?

A. A Service is a means of delivering value to customers.

B. A Service transfers costs and risks to the Service provider.

C. Customers can focus on outcomes rather than how to attain them.

D. Service providers frequently limit risks by charging variable prices.

D. Service providers frequently limit risks by charging variable prices.

Which of the following statements is CORRECT for ALL processes?

A. They define activities, roles, responsibilities, functions, and metrics.

B. They create value for stakeholders.

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

D. they are units of organisations responsible for specific outcomes.

B. They create value for stakeholders.

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A. The ITIL Complementary Guidance

B. The Service Support book

C. Pocket guides

D. The Service Strategy book.

A. The ITIL Complementary Guidance

Which of the following characterizes a function?

1. It is specialized to perform a certain type of work.

2. It is self-contained with capabilities and resources for its performance.

3. It is responsible for specific outcomes.

4. It can be repeated and becomes manageable.

A. 1 only

B. 1&3 only

C. 1,2,&3 only

D. All of the above

C. 1,2,&3 only

1. It is specialized to perform a certain type of work.

2. It is self-contained with capabilities and resources for its performance.

3. It is responsible for specific outcomes.

Which of the following would be provided to Service Strategy from Service Operation?

A. Warranty factors

B. Utilization level of services

C. Acceptance criteria for the service

D. IT infrastructure details

B. Utilization level of services

Service operation relies most on inputs from which of the following stages of the lifecycle?

A. Service Strategy

B. Service Design

C. Service Transition

D. Continual Service Improvement

B. Service Design

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

A. The utility of a service

B. The warranty of a service

C. The economic value of a service

D. Return on investment

A. The utility of a service

Which of the following statements are correct?

A. A Service Provider is an organization supplying services to one or more external customers .

B. A Service Provider is an organization supplying services to one or more internal customers or external customers.

C. A Service Provider is a third party responsible for supplying goods or underpinning services that are required to deliver IT services.

D. A Service Provider is a role that has responsibility for ensuring that all new services are designed to deliver the levels of availability required by the business and validation of the final design to meet the minimum levels of availability as agreed by the business for IT services.

B. A Service Provider is an organization supplying services to one or more internal customers or external customers

The ability of a component, CI, service, etc. to perform its function when required is also known as

A. Capacity

B. Performance

C. Availability

D. Warranty

C. Availability

The four knowledge management stages discussed within ITIL are:

A. Plan, Implement, Measure, Review

B. Measurement, Metrics, CSFs, and KPIs

C. Data, Analysis, Application, and Reporting

D. Data, Information, Knowledge, Wisdom

D. Data, Information, Knowledge, Wisdom

Which of the following is NOT one of the four major functions addressed by ITIL?

A. Technical Management

B. Service Desk

C. Application Management

D. Change Management

D. Change Management

What are the three primary types of changes discussed within ITIL?

A. Normal, Standard, Emergency

B. Standard, Major, Emergency

C. Normal, Major, Minor

D. Minor, Major, Emergency

A. Normal, Standard, Emergency

Which of the following best describe the essential components of security?

A. Accountability, Responsibility, Contiguity, and Insularity

B. Confidentiality, Integrity, Availability, Authenticity, and Non-Repudiation

C. Incorruptibility, Isolation, Integrity, and Invisibility

D. Review, Control, Design, and Audit

B. Confidentiality, Integrity, Availability, Authenticity, and Non-Repudiation

Which of the following is not one of the major components of security?

A. Confidentiality

B. Isolation

C. Integrity

D. Availability

B. Isolation

Which of the following is NOT one of the major activities of Service Strategy?

A. Design the Services

B. Develop Offerings

C. Define the Market

D. Prepare for Execution

A. Design the Services

Which of the following best represents a benefit of using automation during Service Operation?

A. To improve the effectiveness and accuracy of risk management associated with changes.

B. To improve the consistency of designs and their adherence to archtectural standards.

C. To improve the accuracy of business cases for services.

D. To reduce time required to diagnose incidents.

D. To reduce time required to diagnose incidents.

The selection of services which promise to yield returns for an organization and which only entail costs and risks which are acceptable to the organization is the primary concern of:

A. Strategic Planning

B. Service Design

C. Service Operation

D. Service Strategy

D. Service Strategy

A Service Design Package is produced for all of the following except:

A. Major Change to a Service

B. New IT Service

C. Service Improvements

D. Retirement of IT Services

C. Service Improvements

Which of the following are the 5 major aspects of Service Design?

1. Service Portfolio Design

2. Technology and architectural design

3. Design of Services

4. Strategy Design

5. Process Design

6. Measurement Design

A. 1,2,3,4, and 5

B. 1,2,4,5, and 6

C. 1,2,3,5, and 6

D. 2,3,4,5, and 6

C. 1,2,3,5, and 6

1. Service Portfolio Design

2. Technology and architectural design

3. Design of Services

5. Process Design

6. Measurement Design

Which process is responsible for recording the current details, status, interfaces and dependencies of all the services that are being run or being prepared to run in the live environment?

A. Service Level Management

B. Service Catalog Management

C. Demand Management

D. Service Transition

B. Service Catalog Management

Which of the following activities are responsibilities of a Supplier Manager?

1. Negotiating and agreeing Contracts

2. Updating the Supplier and Contract database

3. Planning for possible closure, renewal, or extension of contracts

4. Managing relationships with internal suppliers

A. 1,2, and 3 only

B. 1,3, and 4 only

C. 2,3, and 4 only

D. None of the above

A. 1,2, and 3 only

1. Negotiating and agreeing Contracts

2. Updating the Supplier and Contract database

3. Planning for possible closure, renewal, or extension of contracts

As the Service Level Manager for a small company, you are responsible for defining the level of service expected from an external supplier in a formal contract. What document are you creating?

A. Operational Level Agreement (OLA)

B. Underpinning Contract (UC)

C. Service Level Agreement (SLA)

D. Change Management Plan

B. Underpinning Contract (UC)

The three subprocesses of Capacity Management are:

A. Business Capacity Management, Service Capacity Management, and Component Capacity Management

B. Business Capacity Management, Technology Capacity Management, and Component Capacity Management

C. Supplier Capacity Management, Service Capacity Management, and Technology Capacity Management

D. Supplier Capacity Management, Service Capacity Management, and Component Capacity Management

A. Business Capacity Management, Service Capacity Management, and Component Capacity Management

Which of the following is NOT a business value achieved through effective Service Design?

A. reduced total cost of ownership

B. ability to improve services after implementation

C. improved service alignment

D. improved consistency of service

B. ability to improve services after implementation

Contracts are used to define?

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

B. The provision of goods and services by Suppliers.

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

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

B. The provision of goods and services by Suppliers.

Availability is determined by:

1. Reliability

2. Maintainability

3. Serviceability

4. Performance

5. Security

A. 1 and 3 only

B. 1,2, and 3 only

C. 2,3, and 4 only

D. 1,2,3,4, and 5

D. 1,2,3,4, and 5

1. Reliability

2. Maintainability

3. Serviceability

4. Performance

5. Security

When can a Known Error record be raised?

1. At any time it would be useful to do so

2. After the permanent solution has been implemented

A. 2 only

B. Neither of the above

C. Both of the above

D. 1 only

D. 1 only

1. At any time it would be useful to do so

Which of the following statements BEST describes the role of the Service Desk as the single point of contact?

A. All requests, such as incidents, Service Requests, and Service Level Requirements from users and customers must pass through the Service Desk.

B. To provide a single point-of-contact to the users, an organization can only have one centralized Service Desk.

C. As a user I have a single point-of-contact for all incidents and Service Requests; but, other users in the organization may have other points-of-contact.

D. The Service Desk in on offer for the users in an organization; but, they are of course allowed to contact anybody within the IT organization with their incidents and Service Requests.

C. As a user I have a single point-of-contact for all incidents and Service Requests; but, other users in the organization may have other points-of-contact.

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. Ensuring process staff undertake the required training

A. 1,3, and 4 only

B. 1,2, and 3 only

C. 1,2, and 4 only

D. All of the above

D. All of the above

Process Owners:

1. Documenting the process

2. Defining process Key Performance Indicators (KPIs)

3. Improving the process

4. Ensuring process staff undertake the required training

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

A. Plan

B. Do

C. Check

D. Act

A. Plan

(gap analysis is a key activity)

A consultant has made two recommendations to you in a report:

1. To include legal terminology in your Service Level Agreements (SLAs)

2. It is not necessary to be able to measure all the targets in an SLA

Which of the recommendations conform to Service Level Management good service?

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

D. Neither of the above

Which processes review Underpinning Contracts on a regular basis?

A. Supplier Management and Service Level Management

B. Supplier Management and Demand Management

C. Demand Management and Service Level Management

D. Supplier Management, Demand Management, and Service Level Management

A. Supplier Management and Service Level Management

(review Underpinning Contracts on a regular basis)

Which Function would provide staff to monitor events in an Operations Bridge?

A. Applications Management

B. Service Desk

C. Technical Management

D. IT Operations Management

C. Technical Management

(provides staff to monitor events in an Operations Bridge)

Where should details of a Workaround always be documented?

A. The Known Error Data Base (KEDB)

B. The Problem Record

C. The Availablitiy Management Information System

D. The Incident Record

B. The Problem Record

Which of the following is true regarding a Standard Change?

A. They are unique

B. They can be a change to repair any error

C. They have a low, well-understood risk

D. They must be approved by the Change Manager

C. They have a low, well-understood risk

Typically the decision on what should be the lowest level of CI recorded is influenced mostly by

A. The reliability of the CIs

B. The level at which the components will be independently changed.

C. The suitability of the available software to hold the information

D. The availability of spares for CIs

B. The level at which the components will be independently changed.

A release policy should contain all of the following EXCEPT:

A. mechanisms to automate the build, installation, and release distribution processes to improve reuse, repeatability, and efficiency

B. roles and responsibilities

C. personnel with authority to approve release

D. approach for accepting and grouping changes into a release

C. personnel with authority to approve release

Which of the following is NOT the responsibility of the Release Management process?

A. The physical aspects of software control

B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained

C. Helping to determine the software release policy

D. Distributing software

B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained

Balance and communication are most important to which service lifecycle phase?

A. Service Operation

B. Service Design

C. Service Strategy

D. Service Transition

A. Service Operation

The Service Management system which consists of all information regarding configuration items in the environment, together with its associated user interfaces is called:

A. The Configuration Management System

B. The Asset Management System

C. The Configuration Management Database

D. The Service Knowledge Management System

A. The Configuration Management System

The three basic activities associated with Financial Management are:

A. Asset Management, Financial Planning, and Audit

B. Tracking, Cost Analysis, and Planning

C. Accounting, Budgeting, and Charging

D. Analytics, Factorization, and Amortization

C. Accounting, Budgeting, and Charging

"To ensure that services operate within agreed parameters" is the best mission statement for which lifecycle phase?

A. Service Strategy

B. Service Transition

C. Continual Service Improvement

D. Service Operation

D. Service Operation

The ITIL function responsible for cultivation and management of skills required for service delivery is:

A. IT Operations Management

B. Technical Management

C. Demand Management

D. Application Management

B. Technical Management

Which of the following are examples of Event types?

1. Informational

2. Warning

3. Major

4. Exception

A. 2 only

B. 2 and 4

C. 1,2, and 4

D. All of the above

C. 1,2, and 4

Which of the following is NOT and example of a Service Request?

A. A user calls the Service Desk to order a toner cartridge.

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

C. A manager submits a request for a new employee to be given access to an application

D. A user logs into an internal Web site to download a licensed copy of software from a list of approved options.

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

A user calls the Service Desk with a complaint that, when logging into the corporate internet, his browser always freezes after viewing the main menu. What process has overall responsibility for tracing the underlying cause of this issue?

A. Availability Management

B. Capacity Management

C. Problem Management

D. Incident Management

C. Problem Management

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented process?

A. the release packaging and build manager

B. the service desk owner

C. the service owner

D. the request fulfillment process manager

D. the request fulfillment process manager

Consider the following statements:

1. Continual Service Improvement (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 services

Which of the above statements is CORRECT?

A. 1 and 2 only

B. 2 only

C. 1,2, and 3 only

D. All of the above

D. All of the above

1. Continual Service Improvement (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 services

To add value to the business, what are the four reasons to monitor and measure?

A. Evaluate, Diagnose, Justify, Intervene

B. Validate, Direct, Justify, Improve

C. Validate, Direct, Justify, Intervene

D. Evaluate, Direct, Justify, Improve

C. Validate, Direct, Justify, Intervene

(reasons to monitor and measure)

Governance is concerned with

A.  Measuring and improving the efficiency and effectiveness of processes

B. Ensuring that agreed Service Level Requirements are met

C. Ensuring that processes and procedures are correctly followed

D. Reducing the total cost of providing services

C. Ensuring that processes and procedures are correctly followed

Before embarking on the 7-step CSI process, which of the following items need to be identified?

A. Business Objectives, IT Objectives, Process Metrics

B. Process Models, Goals and Objectives

C. Vision and Strategy, Tactical Goals and Operational Goals

D. Business and IT strategy and Process Definitions

C. Vision and Strategy, Tactical Goals and Operational Goals