Topic 6

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity? A. The Asset Register B. The Service Knowledge Management System C. The Known Error Database D. The Information Management System

B

In which of the following situations should a Problem Record be created? A. An event indicates that a redundant network segment has failed but it has not impacted any users B. An Incident is passed to second-level support C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents D. Incident Management has found a workaround but needs some assistance in implementing it

C

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle? A. Service Operation B. Service Strategy C. Service Transition D. Continual Service Improvement

C

Access Management is closely related to which other processes? A. Availability Management only B. Information Security Management and 3rd line support C. Information Security Management and Availability Management D. Information Security Management only

C

IT Service Continuity strategy should be based on: 1) Design of the service technology 2) Business continuity strategy 3) Business Impact Analysis 4) Risk assessment A. 1, 2 and 4 only B. 1, 2 and 3 only C. 2, 3 and 4 only D. 1, 3 and 4 only

C

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following? A. Functions and Processes B. Markets and Customers C. Applications and Infrastructure D. People, products and technology

A

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1) An internal service provider embedded within a business unit 2) An internal service provider that provides shared IT services 3) An external service provider A. All of the above B. 1 and 2 only C. 1 and 3 only D. 2 and 3 only

A

Availability Management is responsible for availability of the: A. Services and Components B. Services and Business Processes C. Components and Business Processes D. Services, Components and Business Processes

A

Customer perceptions and business outcomes help to define what? A. The value of a service B. Governance C. Total cost of ownership (TCO) D. Key performance indicators (KPIs)

A

Defining the processes needed to operate a new service is part of: A. Service Design: Design the processes B. Service Strategy: Develop the offerings C. Service Transition: Plan and prepare for deployment D. Service Operation: IT Operations Management

A

How is the Service Catalogue used to add value to the service provider organization? A. Providing a central source of information on the IT services delivered B. Showing the business impact of a change C. Displaying the relationships between configuration items D. To predict the root cause of issues in the IT infrastructure

A

Identity and Rights are two major concepts involved in which one of the following processes? A. Access Management B. Facilities Management C. Event Management D. Demand Management

A

Removing or restricting rights to use an IT Service is the responsibility of which process? A. Access Management B. Incident Management C. Request Fulfillment D. Change Management

A

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that: A. An SLA is legally binding, an OLA is a best efforts agreement B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets D. An SLA is with an external customer, an OLA is with an internal customer

A

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle? A. Service Transition B. Risk Management C. IT Service Continuity Management D. Availability Management

A

What is the Service Pipeline? A. All services that are at a conceptual or development stage B. All services except those that have been retired C. All services that are contained within the Service Level Agreement (SLA) D. All complex multi-user services

A

When should tests for a new service be designed? A. At the same time as the service is designed B. After the service has been designed, before the service is handed over to Service Transition C. As part of Service Transition D. Before the service is designed

A

Which Function would provide staff to monitor events in a Network Operations Centre? A. IT Operations Management B. Applications Management C. Service Desk D. Technical Management

A

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

Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2. The successful release of services into the live environment A. 1 only B. 2 only C. Both of the above D. Neither of the above

A

Which of the following is a responsibility of Supplier Management? A. Development, negotiation and agreement of contracts. B. Development, negotiation and agreement of Organizational Level Agreements C. Development, negotiation and agreement of Service Level Agreements. D. Development, negotiation and agreement of Service Portfolio

A

Which 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

A

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle? A. Continual Service Improvement B. Service Strategy C. Service Design D. Service Transition

B

What are the publications that provide guidance specific to industry sectors and organization types known as? A. The Service Strategy and Service Transition books B. The ITIL Complementary Guidance C. The Service Support and Service Delivery books D. Pocket Guides

B

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)? A. Technology, Customer, User B. Corporate, Customer, Service C. Corporate, Customer, Technology D. Service, User, IT

B

Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes 3) Planning and designing a Change to an existing service 4) Planning a technology refresh or software upgrade A. 1 and 2 only B. All of the above C. 1, 2 and 4 only D. 1, 3 and 4 only

B

Which of the following areas would not be supported by a Service Design tool? A. Software design B. Process design C. Environment design D. Strategy design

B

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

B

Which of the following is NOT a purpose of Service Transition? A. To ensure that a service can be managed, operated and supported B. To provide training and certification in project management C. To provide quality knowledge of Change, Release and Deployment Management D. To plan and manage the capacity and resource requirements to manage a release

B

Which of the following is NOT a responsibility of service transition? A. To ensure that a service can be managed, operated and supported within constraints specified by design B. To design and develop capabilities for service management C. To provide quality knowledge of change and release and deployment management D. To plan the resource requirements to manage a release

B

Which of the following is one of the primary objectives of Service Strategy? A. To design and build processes that will meet business needs B. To provide detailed specifications for the design of IT services C. To transform Service Management into a strategic asset D. To underscore the importance of services in the global economy

B

Which of the following statements is CORRECT? A. IT Service Continuity Management can only take place once Business Continuity Management has been established B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management C. Business Continuity Management and IT Service Continuity Management must be established at the same time D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

B

Which process will regularly analyze incident data to identify discernable trends? A. Service Level Management B. Problem Management C. Change Management D. Event Management

B

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement A. 1 Plan, 2 Do, 3 Check, 4 Act B. 3 Plan, 2 Do, 4 Check, 1 Act C. 4 Plan, 3 Do, 1 Check, 2 Act D. 2 Plan, 3 Do, 4 Check, 1 Act

C

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Effectiveness 3. Efficiency 4. ? A. Cost B. Conformance C. Compliance D. Capacity

C

What does a service always deliver to customers? A. Applications B. Infrastructure C. Value D. Resources

C

What is most likely to cause a loss of faith in the Service Level Management process? A. Measurements that match the customer's perception of the service B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs) C. Inclusion of items in the SLA that cannot be effectively measured D. Involving customers in drafting Service Level Requirements

C

What is the definition of an Alert? A. An error message to the user of an application B. An audit report that indicates areas where IT is not performing according to agreed procedures C. A warning that a threshold has been reached or that something has changed D. A type of Incident

C

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

Which of the following defines the level of protection in Information Security Management? A. The IT Executive B. The ISO27001 Standard C. The Business D. The Service Level Manager

C

Which of the following is NOT an objective of the Operations Management function? A. Swift application of skills to diagnose any IT Operations failures that occur B. Regular scrutiny and improvements to achieve improved service at reduced costs C. First line Incident investigation and diagnosis logged by users D. Maintenance of status quo to achieve stability of day to day processes and activities

C

Which of the following is NOT part of the Service Design phase of the Service Lifecycle? A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced C. Produce and maintain all necessary Service Transition packages D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

C

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience A. 1 only B. 2 only C. Both of the above D. None of the above

C

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT? A. The Service Catalogue only has information about services that are live, or being prepared for deployment the Service Portfolio only has information about services which are being considered for future development B. The Service Catalogue has information about all services the Service Portfolio only has information about services which are being considered for future development C. The Service Portfolio has information about all services the Service Catalogue only has information about services which are live, or being prepared for deployment D. Service Catalogue and Service Portfolio are different names for the same thing.

C

Which role is accountable for a specific service within an organization? A. The Service Level Manager B. The Business Relationship Manager C. The Service Owner D. The Service Continuity Manager

C

Which statement about Service Level Agreements (SLAs) is CORRECT? A. They must contain legal wording because of their importance B. There should always be a separate SLA for each specific customer C. The wording must be clear and concise to allow no room for ambiguity D. Changes to the SLA can only be requested by the customer

C

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 practice? A. 1 only B. 2 only C. Both of the above D. Neither of the above

D

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent? A. Excessive focus on quality B. Excessively reactive C. Excessively proactive D. Excessive focus on cost

D

Contracts relating to an outsourced Data Centre would be managed by? A. Service Desk B. IT Operations Control C. Technical Management D. Facilities Management

D

What are Request Models used for? A. Capacity Management B. Modelling arrival rates and performance characteristics of service requests C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote D. Identifying frequently received user requests and defining how they should be handled

D

What is the objective of Access Management? A. To provide security staff for Data Centers and other buildings B. To manage access to computer rooms and other secure locations C. To manage access to the Service Desk D. To manage the right to use a service or group of services

D

What type of improvement should be achieved by using the Deming Cycle? A. Rapid, one-off improvement B. Return on investment within 12 months C. Quick wins D. Steady, ongoing improvement

D

Which of the following are the two primary elements that create value for customers? A. Value on investment (VOI) and return on investment (ROI) B. Customer and user satisfaction C. Service requirements and warranty D. Resources and capabilities

D

Which of the following is commonly found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service provided 3. Responsibilities and dependencies for both parties A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only D. All of the above

D

Which of the following is the BEST definition of a Risk? A. Something that won't happen B. Something that will happen C. Something that has happened D. Something that might happen

D

Which of the following is the goal or purpose of service level management? A. To carry out the service operations activities needed to support current IT services B. To ensure that sufficient capacity is provided to deliver the agreed performance of services C. To create and populate a service catalogue D. To ensure that an agreed level of IT service is provided for all current IT services

D

Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. The output from monitoring tools A. 1,2 and 3 only B. 1,2 and4 only C. 2,3 and 4 only D. All of the above

D

Which of these would fall outside the scope of a typical service change management process? A. A change to a contract with a supplier B. A firmware upgrade to a server that is only used for IT Service Continuity purposes C. An urgent need to replace a CPU to restore a service during an incident D. A change to a business process that depends on IT Services

D

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers? A. Continual Service Improvement B. Service Transition C. Service Design D. Service Operation

D

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure? A. Service Level Management B. Change Management C. Incident Management D. Service Asset and Configuration Management

D