Which one of the following is NOT part of the service design stage of the service lifecycle?

1. Designing and maintaining all necessary service transition packages
2. Producing quality, secure and resilient designs for new or improved services
3. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
4. Measuring the effectiveness and efficiency of service design and the supporting processes 

What is the result of carrying out an activity, following a process, or delivering an IT service known as?

1. Outcome
2. Incident
3. Change
4. Problem 

Which one of the following activities does application management perform?

1. Defining where the vendor of an application should be located
2. Ensuring that the required functionality is available to achieve the required business outcome
3. Deciding who the vendor of the storage devices will be
4. Agreeing on the service levels for the service supported by the application 

Which two elements of financial management for IT services are mandatory?

1. Budgeting and charging
2. Accounting and charging
3. Budgeting and accounting
4. Costing and charging 

What would you call the groups of people who have an interest in the activities, targets, resources, and deliverables from service management? 

1. Employers
2. Stakeholders
3. Regulators
4. Accreditors 

Which of the following is the BEST reason for categorizing incidents? 

1. To establish trends for use in problem management and other IT service management (ITSM) activities
2. To ensure service levels are met and breaches of agreements are avoided
3. To enable the incident management database to be partitioned for greater efficiency
4. To identify whether the user is entitled to log an incident for this particular service 

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events

2. To restore normal service operation as quickly as possible

3. To minimize adverse impacts on business operations

1. 1 and 2 only
2. 2 and 3 only
3. 1 and 3 only
4. All of the above 

What is the name of the group that should review changes that must be implemented faster than the normal change process?

1. Technical management
2. Emergency change advisory board
3. Urgent change board
4. Urgent change authority 

Which of the following is NOT an objective of service transition?

1. To ensure that a service can be operated, managed and supported
2. To provide training and certification in project management
3. To provide quality knowledge and information about services and service assets
4. To plan and manage the capacity and resource requirements to manage a release 

Which of the following types of service should be included in the scope of service portfolio management?

1. Those planned to be delivered

2. Those being delivered

3. Those that have been withdrawn from service

1. 1 and 3 only
2. All of the above
3. 1 and 2 only
4. 2 and 3 only 

The BEST description of an incident is:

1. An unplanned disruption of service unless there is a backup to that service
2. An unplanned interruption to service or a reduction in the quality of service
3. Any disruption to service whether planned or unplanned
4. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not 

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

1. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
2. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
3. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; check the plan has been properly implemented; Improve the solution
4. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? 

Which of the following are types of service defined in ITIL?

1. Enabling

2. Core

3. Enhancing

4. Computer

1. 1, 3 and 4 only
2. 2, 3 and 4 only
3. 1, 2 and 4 only
4. 1, 2 and 3 only

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

1. The change authorization board
2. The change advisory board
3. The change implementer
4. The change manager 

Which process is responsible for discussing reports with customers showing whether services have met their targets? 

1. Continual service improvement
2. Change management
3. Service level management
4. Availability management 

What do customer perceptions and business outcomes help to define? 

1. The value of a service
2. Governance
3. The total cost of ownership (TCO)
4. Key performance indicators (KRIS) 

Which of the following are basic concepts used in access management?

1. Personnel, electronic, network, emergency, identity
2. Rights, access, identity, directory services, service/service components
3. Physical, personnel, network, emergency, service
4. Normal, temporary, emergency, personal, group 

Which of these statements about resources and capabilities is CORRECT?

1. Resources are types of service asset and capabilities are not
2. Resources and capabilities are both types of service asset
3. Capabilities are types of service asset and resources are not
4. Neither capabilities nor resources are types of service asset 

Within service design, what is the key output handed over to service transition?

1. Measurement, methods and metrics
2. Service design package
3. Service portfolio design
4. Process definitions 

What should a service always deliver to customers?

1. Applications
2. Infrastructure
3. Value
4. Resources 

Which process is responsible for the availability, confidentiality and integrity of data?

1. Service catalogue management
2. Service asset and configuration management
3. Change management
4. Information security management 

Availability management is directly responsible for the availability of which of the following?

1. IT services and components
2. IT services and business processes
3. Components and business processes
4. IT services, components and business processes 

Which process includes business, service and component sub-processes? 

1. Capacity management
2. Incident management
3. Service level management
4. Financial management 

In which of the following should details of a workaround be documented? 

1. The service level agreement (SLA)
2. The problem record
3. The availability management information system
4. The IT service plan 

Which of the following are objectives of service level management?

1: Defining, documenting and agreeing on the level of services to be provided

2: Monitoring, measuring and reporting the actual level of services provided

3: Monitoring and improving customer satisfaction

4: Identifying possible future markets that the service provider could operate in

1. 1, 2, and 3 only
2. 1 and 2 only
3. 1, 2, and 4 only
4. All of the above 

What is a RACI model used for?

1. Performance analysis
2. Recording configuration items
3. Monitoring services
4. Defining roles and responsibilities 

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

1. Service level management
2. Service catalogue management
3. Demand management
4. Service transition

Which one of the following would NOT be defined as part of every process?

1. Roles
2. Inputs and outputs
3. Functions
4. Metrics 

Why is it important for service providers to understand the patterns of business activity (PBA)? 

1. PBA is based on organizational roles and responsibilities
2. IT service providers CANNOT schedule changes until they understand PBA
3. Demand for the services delivered by service providers are directly influenced by PBA
4. Understanding PBA is the only way to enable accurate service level reporting 

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. The chronological order of steps to resolve the incident

1. 1 only
2. 2 only
3. Both of the above
4. Neither of the above 

Which of the following can include steps that will help to resolve an incident?

1. Incident model

2. Known error record 

1. 1 only
2. 2 only
3. Both of the above
4. Neither of the above 

Which two processes will contribute MOST to enabling effective problem detection?

1. Incident and financial management
2. Change and release and deployment management
3. Incident and event management
4. Knowledge and service level management 

Which of the following BEST describes service strategies value to the business?

1. Allows higher volumes of successful change
2. Reduction in unplanned costs through optimized handling of service outages
3. Reduction in the duration and frequency of service outages
4. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? 

1. People, process, partners, performance
2. Performance, process, products, plans
3. People, process, products, partners
4. People, products, plans, partners 

Which of the following is an objective of business relationship management?

1. To identify patterns of business activity
2. To ensure high levels of customer satisfaction
3. To secure funding to manage the provision of services
4. To ensure strategic plans for IT services exist 

 Why are public frameworks, such as IT IL, attractive when compared to proprietary knowledge?

1. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
2. Public frameworks are always cheaper to adopt
3. Public frameworks are prescriptive and tell you exactly what to do
4. Proprietary knowledge has been tested in a wide range of environments 

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

1. Service design: Design the processes
2. Service strategy: Develop the offerings
3. Service transition: Plan and prepare for deployment
4. Service operation: IT operations management 

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels? 

1. Change management
2. IT service continuity management
3. Financial management for IT services
4. Service catalog management 

Which one of the following is the BEST description of a service request? 

1. A request from a user for information, advice or for a standard change
2. Anything that the customer wants and is prepared to pay for
3. Any request or demand that is entered by a user via a self-help web-based interface
4. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting 

Which of the following is a responsibility of Supplier Management? 

1. Development, negotiation, and agreement of Service Level Agreements (SLAs)
2. Development, negotiation, and agreement of contracts
3. Development, negotiation, and agreement of the Service Portfolio
4. Development, negotiation, and agreement of Operational Level Agreements (OLAs) 

Deciding how to differentiate ourselves from our competitive alternatives is the objective of:

1. Service Design.
2.  Service Strategy.
3.  Demand Management.
4.  Capacity Management.

The four parameters of the Warranty in Service Value are:

1.  Availability, Continuity, Capacity, and Security.
2.  Availability, Capacity, Continuity, and Maintainability.
3.  ROI, VOI, Improvement, and Improvements.
4.  Capacity, Security, Serviceability, and Security.

 Service Package is the combination of:

1.  Core Service Package, Supporting Service Package and Service Asset Package.
2.  Service Asset and Service Value.
3.  Core Service Package, Supporting Service package, and Enabling Service Package.
4.  All of the above

PBA and UP are a part of:

1.  Finance Management.
2.  Demand Management.
3.  Business Management.
4.  Service Portfolio Management.

Pipeline services, Active services, and Retired services are the components of:

1.  Service Portfolio Management.
2.  Service Catalogue Management.
3.  Business Management.
4.  Demand Management.

Finance Management Activities include:

1.  Accounting, Budgeting, Chargeback, and Demand Modelling.
2.  Accounting, Buyback, and Clearance.
3.  Accounting, Budgeting, and Chargeback.
4.  None of the above.

Who is responsible for communication and interaction with customers?

1. Service Level Manager
2.  Service Owner
3.  Business Relationship Manager
4.  Process Owner

Service which is needed in order to deliver the core service is called:

1.  Enhancing Service.
2.  Enabling Service.
3.  Both the above
4.  Neither a nor b

An SDP is produced for:

1.  New service and Retiring Service only.
2.  New Service and for a major change in service only.
3.  New Service only.
4.  New Service, Major Change in a service and Retiring Service.

Catalogue Management which has information about the business and its relationship with business units and processes is called:

1.  Service Catalogue Management.
2.  Technical Service Catalogue.
3.  Service Portfolio Management.
4.  Business Service Catalogue.

The agreement between the internal departments of an organization, which helps the Service Provider to deliver the service, is called a(n):

1. Underpinning Contract.
2. Service Level Agreement.
3. Operational Level Agreement.
4. Service Level Requirement.

Which is the content to be avoided when drafting an SLA?

1.  Service Performance
2.  Security Measures
3.  Legal terms
4.  Mutual Responsibilities

 In a process, RACI is the model used for identifying the following:

1.  Roles and Responsibilities
2.  Process Knowledge
3.  Domain Knowledge
4.  All of the above

The performance of the supplier is managed by which process?

1.  Service Level Management
2.  Business relationship Management
3.  Supplier Management
4.  All of the above

Service Capacity, Business Capacity, and Component Capacity are the components of:

1.  Capacity Management.
2.  Availability Management.
3.  Service Continuity Management.
4.  Supplier Management.

A measure of how quickly and effectively a component can be restored to normal condition is:

1.  Serviceability
2.  Maintainability.
3.  Availability.
4.  All of the above