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NEW QUESTION 1
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?
- A. Service strategy
- B. Service transition planning and support
- C. Service level management
- D. Change management
Answer: B
NEW QUESTION 2
Which of the following BEST describes the purpose of access management?
- A. To provide a channel for users to request and receive standard services
- B. Provides the rights for users to be able to use a service or group of services
- C. To prevent problems and resulting Incidents from happening
- D. To detect security events and make sense of them
Answer: B
NEW QUESTION 3
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The Deming Cycle
- B. The continual service improvement approach
- C. The seven-step improvement process
- D. The service lifecycle
Answer: A
NEW QUESTION 4
What BEST describes the value of service design to the business?
- A. It supports the creation of a portfolio of quantified services
- B. It reduces total cost of ownership (TCO) of services
- C. It improves the control of service assets and configurations
- D. It provides quick and effective access to standard services
Answer: B
NEW QUESTION 5
Which describes a proactive trigger for problem management?
- A. Automated detection of an infrastructure or application fault, using event/alert tools automatically toraise an incident
- B. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
- C. Suspicion or detection of a cause of one or more incidents by the service desk
- D. Trending of historical incident records to identify one or more underlying causes
Answer: D
NEW QUESTION 6
What is the BEST description of the CSI register?
- A. It is a record of all authorised changes and their planned implementation dates
- B. It is a record of proposed improvement opportunities and the benefits that will be achieved
- C. It is a record of new services to be approved by a customer, including proposed implementation dates
- D. It is a record of completed improvements and the relevant customer satisfaction metric
Answer: B
NEW QUESTION 7
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- A. Do
- B. Perform
- C. Implement
- D. Measure
Answer: A
NEW QUESTION 8
What BEST describes the value of service transition to the business?
- A. It supports the creation of a catalogue of services
- B. It leads to gradual and continual improvement in service quality
- C. It provides quick and effective access to standard services
- D. It results in higher volumes of successful change
Answer: D
NEW QUESTION 9
Which one of the following activities is NOT part of the Deming Cycle?
- A. Act
- B. Plan
- C. Do
- D. Co-ordinate
Answer: D
NEW QUESTION 10
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
- A. 1 only
- B. 2 only
- C. Both of the above
- D. Neither of the above
Answer: B
NEW QUESTION 11
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Change management
- B. Service catalogue management
- C. Supplier management
- D. Release and deployment management
Answer: C
NEW QUESTION 12
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
- A. Service transition planning and support
- B. Design coordination
- C. Service level management
- D. Change management
Answer: B
NEW QUESTION 13
What is the CORRECT definition of service management?
- A. A set of specialised assets for transitioning services into the live operational environment
- B. A set of specialised organisational capabilities for delivering value to customers in the form of services
- C. A group of events that meet the demand from customers for services that they receive
- D. A group of people that manages services to fulfil the needs of users and customers
Answer: B
NEW QUESTION 14
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
- A. 1 and 2 only
- B. 2 and 3 only
- C. 1 and 3 only
- D. None of the above
Answer: C
NEW QUESTION 15
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
Answer: B
NEW QUESTION 16
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
Answer: A
NEW QUESTION 17
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
Answer: A
NEW QUESTION 18
What BEST defines IT service management?
- A. An organization supplying services to only external customers.
- B. The customer of an IT Service provider who defines and agrees the service targets.
- C. The implementation and management of quality IT services that meet business needs.
- D. The resources that are utilized to provide value to customers through services.
Answer: C
NEW QUESTION 19
What is the pre-authorized change known as?
- A. A normal change
- B. A retrospective change
- C. A standard change
- D. An ordinary change
Answer: C
NEW QUESTION 20
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: A
NEW QUESTION 21
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
- A. 2 only
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: D
NEW QUESTION 22
Which is responsible for the production of the service design package (SDP)?
- A. Service portfolio management
- B. Service catalogue management
- C. Design coordination
- D. Service design
Answer: D
NEW QUESTION 23
Which one of the following is NOT a characteristic of a process?
- A. It is measurable
- B. It delivers specific results
- C. It responds to specific events
- D. It structures an organization
Answer: D
NEW QUESTION 24
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change authorization board
- B. The change advisory board
- C. The change implementer
- D. The change manager
Answer: B
NEW QUESTION 25
The configuration management system is part of which system?
- A. The availability management information system
- B. The capacity management information system
- C. The information security management system
- D. The service knowledge management system
Answer: D
NEW QUESTION 26
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
Answer: B
NEW QUESTION 27
Which role is accountable for the operational management of a process?
- A. Process practitioner
- B. Process manager
- C. Service manager
- D. Change manager
Answer: B
NEW QUESTION 28
Which statement BEST represents the guidance on incident logging?
- A. Incidents must only be logged if a resolution is not immediately available
- B. Only incidents reported to the service desk can be logged
- C. All incidents must be fully logged
- D. The service desk decide which incidents to log
Answer: C
NEW QUESTION 29
What guidance does ITIL give on the frequency of production of service reporting?
- A. Service reporting intervals must be defined and agreed with the customers
- B. Reporting intervals should be set by the service provider
- C. Reports should be produced weekly
- D. Service reporting intervals must be the same for all services
Answer: A
NEW QUESTION 30
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