1. 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 2. Which of the following is NOT a valid objective of problem management? A) To prevent problems and their resultant Incidents B) To manage problems throughout their lifecycle C) To restore service to a user D) To eliminate recurring incidents . Which of the following is NOT a service desk type recogni!ed in the service operation volume of ITI"? A) Local B) #entrali!ed C) $utsourced D) %irtual &. What BEST describes the value of service operation to the business? A) It supports the creation of a portfolio of 'uantified services B) It ensures IT services are continuously aligned to business re'uirements C) It defines the control of service assets and configurations D) It reduces the duration and fre'uency of service outages (. Which )unctions are included in IT operations management? A) *etwork management and application management B) Technical management and change management C) IT operations control and facilities management D) )acilities management and release management +. Which statement is CORRECT? CORRECT? A) , A) , function is a set set of responsibilities responsibilities allocated to a service manager B) , B) , process is a team or group of people and and the tools they use use to perform one or more activities activities C) , C) , function is a set set of specialised organisational capabilities capabilities D) A process is a structured set of activities designed to accomplish a specific o!ective -. Which of the following BEST describes the aims of release and deployment management? A) To build test and deliver the capability to provide the services specified by service design B) To ensure that each release pac"age specified # service design consists of a set of related assets and service components components C) To ensure that all changes can be tracked tested and verified if appropriate D) To record and manage deviations risks and issues related to the new or changed service /. Where should incident resolution targets to be documented? A) , A) , service level agreement agreement 0", B) , B) , re'uest for change 03)# 03)# C) The service portfolio D) , D) , service description description 4. Which of the following is an objective of business relationship management? A) To identify patterns of business activity B) To ensure high levels of customer satisfaction C) To secure funding to manage the provision of services D) To ensure strategic plans for IT services e5ist
16. In which of the following should details of a workaround be documented? A) The service level agreement 0", B) The problem record C) The availability management information system D) The $T service continuit# plan 11. What is the BEST description of the #I 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 12. What do customer perceptions and business outcomes help to define? A) The value of a service B) ervice metrics C) Total cost of a service D) 7ey performance indicators 078Is 1. Which one of the following can help determine the level of impact of a problem? A) 9efinitive media library 09:" B) Configuration management s#stem %C&S) C) tatement of re'uirements 0$3 D) tandard operating procedures 0$8 1&. What are the two &A'OR activities in problem management? A) Technical and service B) 3esource and proactive C) 3eactive and technical D) 8roactive and reactive 1(. Which one of the following is the CORRECT set of steps for the continual service improvement approach? A) 9evise a strategy; 9esign the solution; Transition into production; $perate the solution; #ontinually improve B) Where do we want to be?; rgency should be based on impact and priority
C) Impact should be based on urgency and priority D) -riorit# should e ased on impact and urgenc# 14. Which process is responsible for controlling recording and reporting on the relationships between components of the IT infrastructure? A) ervice level management B) #hange management C) Incident management D) Service asset and configuration management 26. Which statement about services is CORRECT? A) E.ternal services are provided to usiness units in the same organisation B) Internal services are provided by suppliers to the internal IT department C) 5ternal services are delivered to e5ternal customers D) Internal services are delivered to e5ternal customers 21. Which service lifecycle stage provides the following values to the business? A) ervice transition B) ervice strategy C) Service operation D) ervice design 22. Which is the correct combination of items that makes up an IT service? A) #ustomers providers and documents B) $nformation technolog#/ people and processes C) Information technology networks and people D) 8eople process and customers 2. Which one of the following is an objective of service catalogue management? A) *egotiating and agreeing service level agreements B) *egotiating and agreeing operational level agreements C) Ensuring that the service catalogue is made availale to those approved to access it D) $nly ensuring that ade'uate technical resources are available 2&. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle? A) Testing the tool and training process managers on using the process B) 9evelopment or purchase of tools and deployment of the tools C) Training tool administrators ho+ to manage tools and monitoring tool performance in operational environment D) 9evelopment or purchase of tools and deployment of the process 2(. Which areas are NOT measured by process 78Is? 1. Technology 2. 8erformance . %alue &. #ompliance A) 1 2 and only B) 1 2 and & only C) 1 and & only D) 0/ 1 and 2 onl# 2+. The design of IT services re'uires the effective and efficient use of @the four 8s@. What are these four 8s? A) 8eople process partners performance B) 8erformance process products plans
C) -eople/ process/ products/ partners D) 8eople products plans partners 2-. Which is an objective of event management? A) To maintain user satisfaction with the 'uality of IT services B) To detect changes of state that have significance for management of an IT ser vice C) To provided a channel for users to receive standard services that they are e5pecting D) To minimi3e the impact of incidents due to service failures that cannot e prevented 2/. Which statement about stakeholders is TR4E? A) #ustomers users and suppliers are e5amples of stakeholders who are can be e5ternal to the service provider organi!ation B) 5ternal customers are those who work for the same organi!ation as the IT service provider C) $nternal customers are al+a#s charged for the $T services the# receive from the $T service provider organi3ation D) Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement 24. Which one of the following activities would be performed by access management? A) 8roviding physical security for staff at data centres and o ther buildings B) :anaging access to computer rooms and other secure locations C) :anaging access to the service desk D) &anaging the rights to use a service or group of services 6. Which is the BEST definition of a supplier? A) It is a third party responsible for supplying goods or services that are re'uired to deliver IT services B) It is a shared services unit that is responsible for supplying goods or services that are re'uired to deliver IT services C) It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement D) $t is a mi.ture of internal and e.ternal parties that are responsile for providing goods and services to its customer group 1. What BEST describes the value of service strategy to the business? A) It supports the creation of a portfolio of 'uantified services B) It reduces the effort spent on managing test and pilot environments C) It improves the control of service assets and configurations D) It provides 'uick and effective access to standard services 2. Which is the CORRECT description of an outcome? A) The result of carrying out an activity following a process or delivering an IT service B) The inputs that trigger an action for an activity process or IT service C) The prediction of the future demand re'uirements for an activity process or IT service D) The design and development of the activities that make up a process or IT service . Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? A) #ategori!ation B) 9etection C) 8rioriti!ation D) scalation &. Which role is responsible for sponsoring designing and change managing a process and its metrics? A) The process practitioner B) The process o+ner C) The service owner
D) The process manager (. Which statement about service review meetings is 5ALSE? A) ,ctions from service review meetings should only be assigned to the service provider B) :eetings should be held on a regular basis to review service achievement C) Issues for the upcoming period should be discussed at the meetings D) 8rogress and success of the service improvement programme 0I8 should be reviewed +. 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? A) #hange management B) IT service continuity management C) )inancial management for IT services D) ervice catalogue management -. Which statement about Ausiness #ases is TR4E? A) Business Cases should focus on oth the financial and non6financial impacts of the proposed pro!ect or service B) Ausiness #ases should focus on o nly the financial impacts of the proposed project to secure support and funding C) Ausiness #ases should focus on o nly the non=financial business impacts of the proposed project to secure proper high=level management support D) Ausiness cases should only focus on how the proposed project can lower costs and improve customer satisfaction listing measures and targets /. What BEST defines roles and responsibilities in relation to process a nd activities? A)
B) ervice catalogue management C) 9esign coordination D) Service design
&. What is used to control a process? A) Inputs B) 5unctions C) $bjectives D) takeholders &&. Which statement about the known error database 079A is CORRECT? A) It is maintained by the service desk and updated with the details of each new incident B) It is a part of the configuration management database 0#:9A and contains workarounds C) It is maintained by problem management and is used by the service desk to help resolve incident s D) It is maintained by incident management and contains solutions to be implemented by problem :anagement &(. Which stage of the continual service improvement 0#I approach is BEST described by the phrase B>nderstand and agree on the priorities for improvement based on a deeper development of the principles defined in the visionB? A) Where are we now? B) (here do +e +ant to e C)
D) ervice configuration (1. Which process is responsible for sourcing and delivering components of re'uested standard services? A) Re7uest fulfilment B) ervice portfolio management C) ervice desk D) IT finance (2. Which one of the following is the purpose of service level management? 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 $T service is provided for all current $T services (. When should a known error be raised? A) Onl# +hen the root cause is found and a +or"around e.ists B) ,s soon as it becomes useful to do so C) $nly when the error in the IT ervice is found D) ,s soon as the major problem procedure is e5ecuted (&. Which one of the following is the BEST definition of reliability? A) The availability of a service or component B) The level of risk that affects a service or process C) ,o+ long a service or configuration item %C$) can perform its function +ithout failing D) tility C) Warranty D) ,vailability (-. Which one of the following is NOT an objective of problem management? A) :inimi!ing the impact of incidents that cannot be prevented B) 8reventing problems and resulting incidents from happening C) liminating recurring incidents D) Restoring normal service operation as 7uic"l# as possile (/. #an service operation improve efficiency in the bu siness operation by automating common routines? A) *o automating common routines improves effectiveness but not efficiency B) Ces through automating common routines and introducing the service knowledge management ystem 07: C) Ces through automating common routines more productive work can be carried out D) *o automating common routines only results in preventing common problems
(4. Which process analyses services that are no longer viable and when they should be retired? A) #hange management B) ervice portfolio management C) ervice level management D) Ausiness relationship management +6. Which one of the following generates demand for services? A) Infrastructure trends B) 8atterns of business activity 08A, C) #ost of providing support D) ervice level agreements 0", +1. Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment? A) ervice portfolio management B) ervice level management C) ervice catalogue management D) ervice capacity management +2. Which one of the following do major incidents re'uire? A) Separate procedures B) "ess urgency C) "onger timescales D) "ess documentation +. Which one of the following is it the responsibility of supplier management to negotiate and agree? A) ervice level agreements 0",s B) Third=party contracts C) Third=party services D) $perational level agreements 0$",s +&. Which process has the objective to identify changes to the customer environment that could potentially impact the type level or utili!ation of services provided? A) Ausiness relationship management B) ervice level management C) ,vailability management D) #hange management +(. In which core ITI" publication can you find detailed descriptions of service catalogue management information security management and supplier management? A) ervice strategy B) ervice design C) ervice transition D) ervice operation ++. Which of the following are CORRECT ervice 9esign ,spects? 1. ervice olutions for new or changed services 2. :anagement policies and guidelines . Ausiness re'uirements technology and management architectures &. 8rocess re'uirements technology and management architectures A) 1 and 2 B) 2 and C) and & D) 1 and & +-. What is the BEST description of a change p roposal?
A) An# re7uest for change %R5C) sumitted to change management B) ,n authorised change submitted to release and deployment C) ,n 3)# that must be implemented as soon as possible D) , justification for a change with significant cost or risk +/. Which two elements of financial management for IT services are mandatory? A) Audgeting and charging B) ,ccounting and charging C) Budgeting and accounting D) #osting and charging +4. In service design which term describes services technologies and tools? A) 8eople B) 8artners C) 8roducts D) 8rocesses -6. What is a change of state that has significance for the management of a configuration item 0#I called? A) ,n event B) , baseline C) , change to a service level agreement D) , re'uest for change 03)# -1. What is the BEST definition of an internal service? A) It is a supporting service delivered between functions of the IT service provider B) It is any customer=facing service delivered by an outsourced provider C) It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes D) $t is a service delivered et+een departments or usiness units in the same organi3ation -2. Which describes a proactive trigger for problem management? A) Automated detection of an infrastructure or application fault/ using event8alert tools automaticall# to raise an incident B) ,nalysis of an incident by a technical support group which reveals that an underlying problem e5ists or is likely to e5ist C) uspicion 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 -. Which of the following is NOT an objective of the operations management function? A) wift application of skills to diagnose any IT operations failures that occur B) 9elivering operational improvements to achieve reduced costs C) :anagement of the definitive media library 09:" D) :aintenance of status 'uo to achieve stability of day to day processes and activities -&. Which process works with change management to ensure only authori!ed components are used? A) 7nowledge management B) ervice portfolio management C) ervice asset and configuration management D) )inancial management for IT services -(. Which is the CORRECT activity to carry out the @
D) :easurable targets -+. 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 'uality C) It provides 'uick and effective access to standard services D) It results in higher volumes of successful change --. What should be documented as part of every process? A) The process owner process policy and set of process activities B) The service owner service level agreement and set of process p rocedures C) The policy owner operational level agreement and set of process steps D) The service manager service contract and set of work instructions -/. The Bmulti=level ",B is a three=layer structure. Which one of the following layers is NOT part of this type of ",? A) #ustomer level B) ervice level C) #orporate level D) Configuration level -4. What is the primary focus of business capacity management? A) :anagement control and prediction of the performance utili!ation and capacity of individual elements of IT technology B) 3eview of all capacity supplier agreements and underpinning contracts with supplier management C) &anagement/ control and prediction of the end6to6end performance and capacit# of the live/ operational $T services D) )uture business re'uirements for IT services are 'uantified designed planned and implemented in a timely fashion /6. Why is ITI" successful? A) It always guarantees cost savings B) $ts practices are applicale to an# $T organisation C) It makes technology architecture easy to design D) It can be fully implemented in 6 days /1. Which processes ensure the targets in the underpinning contracts are appropriate? A) 9esign coordination and service level management B) upplier management and service level management C) ervice level management and availability management D) #onfiguration management and service portfolio management /2. ,n incident is proving difficult to resolve. , technician informs their manager that more resource is needed to restore the service. What has taken place? A) , functional escalation B) , service level escalation C) ,n incident resolution D) , hierarchic escalation /.
/&. What is the type of notification that should be sent when a threshold has been reached something has changed or a failure has occurred? A) ,n emergency change B) ,n alert C) ,n emergency event D) , re'uest for change /(. Which of the following BEST describes a service level agreement 0",? A) , written agreement between a supplier and the IT customer0s defining the key service targets and responsibilities of both parties B) , partnership developed between the IT service provider and the customer so that a mutually beneficial agreement is reached C) The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise D) ,n agreement between an IT service provider and another part of the same organi!ation that assists with the provision of services /+. What is the CORRECT definition of service management? A) , set of specialised assets for transitioning services into the live operational environment B) A set of specialised organisational capailities for delivering value to customers in the form of services C) , group of events that meet the demand from customers for services that they receive D) , group of people that manages services to fulfil the needs of users and customers /-. What should the IT service continuity process primarily support? A) #ritical IT processes B) ,ll the services in the service portfolio C) Ausiness continuity strategy D) :ission critical services at peak business periods //. Which function is responsible for the closure of an incident record? A) vent management B) The service desk C) ither the service desk or an appropriate third party engineer D) ,ny appropriate function /4. Where should all master copies of controlled software and documentation be stored? A) In the definitive software library B) In the definitive media library C) In the definitive security library D) In the definitive production library 46.
B) ,nyone who gets charged for the delivered services C) Customers +ho are not part of the same organi3ation as the service provider D) #ustomers for whom the cost of the service is the primary driver 4. Which one of the following is a correct definition of a supplier category? A) trategic = for suppliers of operational products or services B) Tactical = for relationships involving significant commercial activity and business interaction C) $perational – for suppliers providing low value andDor readily available products and services D) #ommodity – for significant partnering relationships that involve senior managers 4&. Which process has the following objective Bstablish new or changed services into supported environments within the predicted cost time and resource estimatesB? A) ervice strategy B) ervice transition planning and support C) ervice level management D) #hange management 4(. What BEST describes the value of continual service improvement to the business? A) It supports the creation of a portfolio of 'uantified services B) It results in gradual improvement in cost effectiveness C) It improves governance by building controls into service d esigns D) It provides 'uick and effective access to standard services 4+. Which is an outcome of service design? , >ser training and awareness for the service is ma5imi!ed A ervices and operational 'uality are enhanced # tandard ervices are provided 'uickly and efficiently across the business 9 5pectations setting of all stakeholders for the services improved 4-. Which describes an interface of incident management with service level management? , A # 9
Incident workarounds #reating a problem record Incident response times The status of faulty #is
4/. Which is an objective of the design coordination process? , A # 9
To ensure service design packages are handed over to service transition To ensure that all changes are assessed for their impact on service designs T$ document the initial structure and relationship between services and customers T$ handover new service level re'uirements to the service level management process
44. What is the pre=authori!ed change known as? , A C) 9
, normal change , retrospective change A standard change ,n ordinary change
100. Which reason describes why itil is so successful? A) The ve ITIL volues are concise B) It is not tied to any particular vendor platform
!) It tells service "roviders e#actly how to be successful $) It is desi%ned to be used to ana%e "ro&ects 101. Which is a res"onsibility of a custoer within the service level ana%eent "rocess? A) () !) $)
'e%otiate third "arty contracts easure service availability *u""ly %ood or services A%ree *ervice level tar%ets
10+. Which ca"acity ana%eent sub,"rocess focuses on the ana%eent- control and "rediction of the end,to,end "erforance? A) () !) $)
(usiness ca"acity ana%eent *u""lier ca"acity ana%eent *ervice ca"acity ana%eent !o"onent ca"acity ana%eent
10. Which foral a%reeent inii/es the ris of dis"utes that can occur between an IT service "rovider and an e#ternal su""lier? A) () !) $)
"erational contract 2nder"innin% contract *erviceability contract *ervice level contract
103. Which "rocess onitors and i"roves the "erforance of the service transition sta%e of the service lifecycle? A) () !) $)
Transition "lannin% and su""ort $esi%n co,ordination !han%e ana%eent *ervice transition ana%eent
104. What is the (5*T denition of a denitive edia library? A) It is a secure library in which the latest versions of authori/ed software ites are stored and "rotected () It is a structured docuent with denitive inforation re%ardin% all live IT services- includin% those available for de"loyent !) It is a secure library in which all denitive authori/ed versions of all edia con%uration ites are stored and "rotected $) It is a set of tools and databases that is used to ana%e nowled%einforation and data 106. Which %rou"s of "eo"le would wor accordin% to an o"erational level a%reeent? A) (usiness units
() All staeholders !) 5#ternal IT teas $) Internal IT teas 107. Which one of the followin% is a correct denition of a su""lier cate%ory? A) *trate%ic – for su""liers of o"erational "roducts or services () Tactical – for relationshi" involvin% si%nicant coercial activity and business interaction !) "erational – for su""liers "rovidin% low value and8or readily available "roducts and services $) !oodity – for si%nicant "artnerin% relationshi" that involve senior ana%ers 109. IT* conce"ts are often described in the conte#t of only one of these ty"e. Ty"e I- ty"e II and ty"e III A) () !) $)
*ervice 2nits (usiness 2nits *ervice :roviders !ustoers
164. ,ccess management is responsible for implementing policies defined in which process? A) ervice portfolio management B) Information security management C) #hange management D) 8roblem management 116. What BEST describes the value of service design to the business? A) It supports the creation of a portfolio of 'uantified services B) It reduces total cost of ownership 0T#$ of services C) It improves the control of service assets and configurations D) It provides 'uick and effective access to standard services 111. Third parties responsible for supplying goods or services that are re'uired to deliver IT services is a description of which stakeholder? A) 5ternal #ustomers B) uppliers C) $perations D) 5ternal #onsultants 112. What service could include a differentiation as an ;e5citement factor
113. What is a characteristic of a process?
A) It re'uires a specific tool B) It is performance driven and measureable C) It provides generic technical skills and resources D) It does not react to a specific trigger 11&. Which document shows a detailed analysis of business impact and benefits? A) , return on investment B) ervice level re'uirements C) , business case D) , service level agreement
