QUESTION :61. Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
QUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:
1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration
Item (CI) being detected on the network
2: Normal operation, such as a user logging into an application or an email reaching its intended recipient
A.2 only
B.1 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management implementation
Answer: A
QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
A.Extreme focus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer: A
QUESTION :70. 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)?
Answer: C
QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A
QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.Defining measurable targets
Answer: D
