QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.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 organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
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
Answer: D
QUESTION :6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
QUESTION :8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
QUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D
QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
QUESTION :13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
Answer: B
QUESTION :15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
D.All of the above
Answer: D
