ITIL (4)

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

B

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management? A. Service strategy B. Service design C. Service transition D. Service operation

B

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 plan

B

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? A. Service Strategy B. Continual Service Improvement C. Service Operation D. Service Design

B

What is the PRIMARY process for strategic communication with the service provider's customers? A. Service catalogue management B. Service portfolio management C. Service desk D. Business relationship management

D

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? A. A change B. A change model C. A change request D. A change advisory board

A

The remediation plan should be evaluated at what point in the change lifecycle? A. Before the change is approved B. Immediately after the change has failed and needs to be backed out. C. After implementation but before the post implementation review D. After the post implementation review has identified a problem with the change

A

Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only

A

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet A. Both of the above B. 1 only C. 2 only D. Neither of the above

A

Which of the following is the BEST reason for categorizing incidents? A. To establish trends for use in problem management and other IT service management (ITSM) activities B. To ensure service levels are met and breaches of agreements are avoided C. To enable the incident management database to be partitioned for greater efficiency D. To identify whether the user is entitled to log an incident for this particular service

A

What are underpinning contracts used to document? A. The provision of IT services or business services by a service provider B. The provision of goods and services by third party suppliers C. Service levels that have been agreed between the internal service provider and their customer D. Metrics and critical success factors (CSFs) for internal support teams

B

Which of the following is the definition of an outcome? A. The results specific to the clauses in a service level agreement (SLA) B. The result of carrying out an activity, following a process or delivering an IT service C. All the accumulated knowledge of the service provider D. All incidents reported to the service desk

B

Which one of the following is the BEST description of a relationship in service asset and configuration management? A. Describes the topography of the hardware B. Describes how the configuration items (CIs) work together to deliver the services C. Defines which software should be installed on a particular piece of hardware D. Defines how version numbers should be used in a release

B

Which one of the following statements about incident reporting and logging is ? A. Incidents can only be reported by users B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service C. All calls to the service desk must be logged as incidents D. Incidents reported by technical staff must also be logged as problems

B

Which process is responsible for ensuring that appropriate testing takes place? A. Knowledge management B. Release and deployment management C. Service asset and configuration management D. Service level management

B

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? A. The IT director B. The process owner C. The service owner D. The customer

B

Access management is closely related to which other process? A. Capacity management only B. 3rd line support C. Information security management D. Change management

C

What are customers of IT services who work in the same organization as the service provider known as? A. Strategic customers B. External customers C. Valued customers D. Internal customers

D

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services? A. Business services B. Component services C. Supporting services D. Customer services

C

What would be the next step in the continual service improvement (CSI) model after? 1.What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ? A. What is the return on investment (ROI)? B. How much did it cost? C. How do we keep the momentum going? D. What is the value on investment (VOI)?

C

Which of the following CANNOT be provided by a tool? A. Knowledge B. Information C. Wisdom D. Data

C

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

C

Which process would ensure that utility and warranty requirements are properly addressed in service designs? A. Availability management B. Capacity management C. Design coordination D. Release management

C

Which statement about the emergency change advisory board (ECAB) is A. The ECAB considers every high priority request for change (RFC) B. Amongst the duties of the ECAB is the review of completed emergency changes C. The ECAB will be used for emergency changes where there may not be time to call a full CAB D. The ECAB will be chaired by the IT Director

C

What is a RACI model used for? A. Performance analysis B. Recording configuration items C. Monitoring services D. Defining roles and responsibilities

D

Which process is responsible for sourcing and delivering components of requested standard services? A. Request fulfillment B. Service portfolio management C. Service desk D. IT finance

Correct Answer: A

Which of the following is the best definition of service management? A. The ability to keep services highly available to meet the business needs B. A set of specialized organizational capabilities for providing value to customers in the form of services C. A complete set of all the documentation required to deliver world class services to customers D. An internationally recognized methodology to provide valuable services to customers

Correct Answer: B

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)

D

What is the primary focus of the business management? A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

D

Where should the following information be stored? 1. The experience of staff 2. Records of user behaviour 3. Supplier's abilities and requirements 4. User skill levels A. The forward schedule of change B. The service portfolio C. A configuration management database (CMDB) D. The service knowledge management system (SKMS)

D

Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer A. 1, 3 and 4 only B. 2, 3 and 4 only C. 1, 2 and 4 only D. 1, 2 and 3 only

D

Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Process design A. 2, 3 and 4 only B. 1, 3 and 4 only C. 1, 2 and 3 only D. All of the above

D

Which of the following is service transition planning and support NOT responsible for? A. Prioritizing conflicts for service transition resources B. Coordinating the efforts required to manage multiple simultaneous transitions C. Maintaining policies, standards and models for service transition activities and processes D. Detailed planning of the build and test of individual changes

D

Which of the following is the best definition of IT service management? A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. Technical implementation of supporting IT infrastructure components D. The implementation and management of quality IT services that meet business needs

D

Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processes A. 1, 2 and 3 only B. 1, 3 and 4 only C. 2, 3 and 4 only D. All of the above

D

Which of the following statements MOST ly identifies the scope of design coordination activities? A. Only changes that introduce new services B. It is mandatory that all changes are subject to design coordination activity C. Only changes to business critical systems D. Any change that the organization believes could benefit

D

Which of the following statements about standard changes are ? 1. The approach is pre-authorized 2. The risk is usually low and well understood 3. Details of the change will be recorded 4. Some standard changes will be triggered by the request fulfilment process A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

D

Which of the following would be examined by a major problem review? 1. Things that were done ly 2. Things that were done inly 3. How to prevent recurrence 4. What could be done better in the future A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

D

Which one of the following is NOT an aim of the change management process? A. To ensure the impact of changes are understood B. To ensure that changes are recorded and evaluated C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) D. To deliver and manage IT services at agreed levels to business users

D

Which one of the following is the 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