• 1. 
    How does categorization of incidents assist incident management

  • It helps direct the incident to the correct support area
  • It determines the priority assigend to the incident
  • It ensures that incident are resolved in times agreed with the customer
  • It determines how the service provider is perceived
  • 2. 
    Which of these should a change model include?1. The steps taken to handle the change2. Who is responsible for actions, including escalation3. Timescales and thresholds for completion of the actions4. Procedures for handling complaints resulting from the actions

  • 1, 2 and 3
  • 1, 2 and 4
  • 1, 3 and 4
  • 2, 3 and 4
  • 3. 
    Which life cycle stage provides value by optimizing the handling of service outages and identifying root causes?

  • Service operation
  • Service design
  • Continual service improvement
  • Service transition
  • 4. 
    What is a key attribute that should be included in an information and technology baseline?

  • Availability
  • Utility
  • Warranty
  • Resiliency
  • 5. 
    Which service transition process provides guidance about converting data into information?

  • Change evaluation
  • Knowledge management
  • Service validation and testing
  • Service asset and configuration management
  • 6. 
    A customer-based SLA could be best described as?

  • A single agreement covering the needs of several customers
  • A single document that covers the differing needs of several customers
  • A multi-paged document that all parties agree complies with internal quality assurance requirements
  • A single agreement for an individual customer group that details the levels of service provided to that group
  • 7. 
    The implementation of ITIL Service Management is about preparing and planning the effective and efficient use of which of the following?

  • People, Processes, Performance, Products
  • People, Processes, Products, Partners
  • Policies, Purpose, Projects, Practices
  • Planning, Price, Practicality, Performance
  • 8. 
    What considerations influence the supplier strategy of an organization?

  • Contracts and agreements
  • Type of cooperation with suppliers
  • Corporate culture of the organization
  • Level of formality
  • 9. 
    Which of the following is NOT a process within the Service Design publication?

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Supplier Management
  • 10. 
    Which is examined to discover the business demand for services?

  • Premium business assets
  • Patterns of business activity
  • Provider business assets
  • Predicted business architecture
  • 11. 
    Which is intended to help an organization adopt and adapt ITIL guidance?

  • the four dimensions of service management
  • the guiding principles
  • the service value chain
  • Practices
  • 12. 
    Which statement BEST describes the customers and users of an IT service?

  • Customers buy IT services; users use IT services
  • Customers design IT services; users test IT services
  • Customers sell IT services; users improve IT services
  • Customers agree the service levels; users buy IT services
  • 13. 
    Which two units combine to form the IT operations management function?

  • Facilities management and service desk
  • Technical management and IT operations control
  • Technical management and applications management
  • IT operations control and facilities management
  • 14. 
    What value does the continual service improvement (CSI) stage provide to the business

  • It provides quick and effective access to new standard services
  • It ensures that IT services remain continuously aligned to businessrequirements
  • It increases confidence that a new or changed service can bedelivered to specification
  • It continually monitors services to identify thresholds that are met orservice targets that are breached
  • 15. 
    What are the two MAIN types of activity in problem management?

  • Technical and service
  • Resource and proactive
  • Reactive and technical
  • Proactive and reactive
  • 16. 
    Which is an example of an internal customer?

  • A customer who has a contract with an internet service provider fora broadband connection
  • The HR department whose payroll service is provided by theirorganization's IT department
  • An IT department that uses a network service obtained from asupplier
  • A retail bank that outsources its infrastructure to a third-partysupplier
  • 17. 
    Why is ITIL successful?

  • It always guarantees cost savings
  • Its practices are applicable to any IT organization
  • It makes technology architecture easy to design
  • It can be fully implemented in 30 days
  • 18. 
    What is ITIL?

  • A set of best practices and guidance in IT Service Management
  • Led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years
  • Designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.
  • All of above
  • 19. 
    Which of the following is NOT an objective of Continual Service Improvement?

  • Identifying, selecting and prioritising market opportunities
  • Improving the cost-effectiveness of delivering IT services
  • Making recommendations for improvements in each lifecycle phase
  • Ensuring applicable quality management methods are employed
  • 20. 
    What is within the scope of business relationship management?

  • Understanding the business outcomes the customer wants toachieve
  • Chairing the change advisory board (CAB) for important businesschanges
  • Communicating updates to service requests
  • Finding the underlying cause of business critical service outages
  • 21. 
    What record is raised when a problem diagnosis is complete and a workaround is available?

  • A service object
  • An incident
  • A change
  • A known error
  • 22. 
    What is defined as: 'the ability of a service component or configuration item (CI) to perform its agreed function when required'?

  • Serviceability
  • Availability
  • Capacity
  • Continuity
  • 23. 
    Which is a reason why incident management interfaces with service level management?

  • To ensure that problem records are circulated to all customers
  • To ensure that the status of faulty configuration items (CI) isrecorded
  • To ensure that incident resolution times are aligned with businessneeds
  • To ensure that incident workarounds are acceptable to thecustomers
  • 24. 
    Reactive Problem Management is identifying and solving Problems before any Incidents have occurred.

  • True
  • False
  • 25. 
    Which processes ensure the targets in the underpinning contracts are appropriate?

  • Design coordination and service level management
  • Supplier management and service level management
  • Service level management and availability management
  • Configuration management and service portfolio management
  • 26. 
    What is the process owner accountable for?

  • Managing resources assigned to the process
  • Communicating process information to ensure awareness
  • Ensuring that all required activities are carried out throughout theservice life-cycle
  • Creating records to show that activities have been carried outcorrectly
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