Arquivos j extraidos:

EX0-101_decript.pdf
Which of the following statements is CORRECT?
1. The only phase of the Service Management Lifecycle where value can be measure
d is Service Operation
2. All of the phases of the lifecycle are concerned with the value of IT service
s
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Answer: B
Which of the following is NOT one of the five individual aspects of Service Desi
gn?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of new or changed services
C. The design of Market Spaces
D. The design of the technology architecture and management systems
Answer: C
Which of the following is NOT the responsibility of the Service Catalogue Manage
r?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with informa
tion in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
Which of the following statements is CORRECT?
A. The Configuration Management System (CMS) is part of the Known Error Data Bas
e (KEDB)
B. The Service Knowledge Management System (SKMS) is part of the CMS
C. The KEDB and the CMS form part of the larger SKMS
D. The CMS is part of the Configuration Management Data Base (CMDB)
Answer: C
Which of the following questions does Service Strategy help answer with its guid
ance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?

3. What are the Patterns of Business Activity (PBA)?

A. 1 only
B. 2 only
C. 3 only
D. All of the above
Answer: D
Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. Responds to specific events
D. A method of structuring an organization
Answer: D
Which of the following statements about processes is INCORRECT?
A. A process may define policies, standards and guidelines
B. The definition of Process Control is "The activity of planning and regulating
a process, with the objective of achieving Best Practice"
C. The objective of any IT process should be expressed in terms of business bene
fits and goals
D. The output from a process has to conform to operational norms derived from bu
siness objectives
Answer: B
What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D
The group that authorizes changes that must be installed faster than the normal
process is called the?
A. CAB Emergency Committee (CAB/EC)
B. Emergency CAB (ECAB)
C. Urgent Change Board (UCB)
D. Urgent Change Authority (UCA)
Answer: B
Contracts relating to an outsourced Data Centre would be managed by?
A. Technical Management
B. Service Desk
C. IT Operations Control
D. Facilities Management
Answer: D
Which Service Design process makes the most use of data supplied by Demand Manag
ement?
A. Service Catalogue Management
B. Service Level Management
C. IT Service Continuity Management
D. Capacity Management
Answer: D

Which of the following CANNOT be stored and managed by a tool?

A. Knowledge
B. Information
C. Wisdom
D. Data
Answer: C
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lif
ecycle
B. To proactively prevent all outages to IT Services
C. To design and build processes that will meet business needs
D. To deliver and support IT Services at agreed levels to business users and cus
tomers
Answer: D
In which core publication can you find detailed descriptions of Service Level Ma
nagement, Availability Management, Supplier Management and IT Service Continuity
Management?
A. Service Strategy
B. Service Design
C. Service Transition
D. Service Operation
Answer: B
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A change that correctly follows the required change process
C. A pre-authorized change that has an accepted and established procedure
D. A change that is made as the result of an audit
Answer: C
Which process is responsible for discussing reports with customers showing wheth
er services have met their targets?
A. Continual Service Improvement
B. Business Relationship Management
C. Service Level Management
D. Availability Management
Answer: C

What are the three Service Provider business models?

A. Internal Service provider, Outsourced 3rd party and Off-shore party
B. Internal Service Operations provider, External Service Operations provider, S
hared Service Unit
C. Internal Service provider, External Service provider, Outsourced 3rd Party
D. Internal Service provider, External Service provider, Shared Service Provider
Answer: D
Application Management plays a role in all applications. One of the key decision
s to which they contribute is?
A. Where the vendor of an application is located
B. Whether to buy an application or build it

C. Who the vendor of the storage devices will be

D. Should application development be outsourced
Answer: B
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be vis
ited?
A. There should be a single Plan and Do, then Check and Act should be carried ou
t multiple times to implement Continual Improvement
B. Each stage should be carried out once in the order Plan-Do-Check-Act
C. The entire cycle should be repeated multiple times to implement Continual Imp
rovement
D. There should be a single Plan, then the Do-Check-Act cycle should be repeated
multiple times to implement Continual Improvement
Answer: C
Which is the first step in the 7 Step Improvement Process?
A. Prepare for action
B. Define what you should measure
C. Where are we now?
D. Identify gaps in Service Level Agreement (SLA) achievement
Answer: B
Which of the following is NOT a valid objective of Request Fulfillment?
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 t
he 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 requ
ested
Answer: B
What is the definition of an Alert?
A. An audit report that indicates areas where IT is not performing according to
agreed procedures
B. A type of Incident
C. An error message to the user of an application
D. A warning that a threshold has been reached or that something has changed
Answer: D
In many organizations the role of Incident Manager is assigned to the Service De
sk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through the 1st line
B. Manage Incidents effectively through 1st, 2nd and 3rd line
C. Only manage Incidents effectively through 1st and 2nd line
D. Only manage Incidents effectively at the 3rd line
Answer: B
Which of the following is NOT part of the Service Design
fecycle?
A. Produce and maintain all necessary Service Transition
B. Produce quality, secure and resilient designs for new
echnology architecture, processes or measurement systems
d current and future IT requirements of the organization

phase of the Service Li

packages
or improved services, t
that meet all the agree

C. Take the overall Service Strategies and ensure they are reflected in the Serv
ice Design process and the service designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporti
ng processes
Answer: A
Which process is responsible for frequently occurring changes where risk and cos
t are low?
A. Access management
B. Incident Management
C. Release and Deployment Management
D. Request fulfillment
Answer: D
Staff in an IT department are experts in managing specific technology, but none
of them know what services are offered to the business. What imbalance does this
represent?
A. Extreme focus on responsiveness
B. Extreme focus on cost
C. Vendor focused
D. Extreme internal focus
Answer: D
Which of these statements about Service Desk staff is CORRECT?
A. The Service Desk should try to have a high level of staff turnover as the tra
ining requirements are low and this helps to minimize salaries
B. Service Desk staff should be discouraged from applying for other roles as it
is more cost effective to keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into
other more technical or supervisory roles
D. Service Desk staff should be recruited from people who have high levels of te
chnical skill to minimize the cost of training them
Answer: C

Effective release and deployment management enables the service provider to add
value to the business by?
A. Delivering change, faster and at optimum cost and minimized risk
B. Ensuring that all assets are accounted for
C. Verifying the accuracy of all items in the configuration management database
D. Ensures that the fastest servers are purchased
Answer: A
Which role would you MOST expect to be involved in the management of Underpinnin
g Contracts?
A. Process Manager
B. Service Catalogue Manager
C. Supplier Manager
D. IT Designer/Architect
Answer: C
What is the entry point or the first level of the V model?
A. Service Requirements
B. Customer / Business Needs

C. Service Solution
D. Service Release
Answer: B
To add value
A. Validate;
B. Validate;
C. Evaluate;
D. Evaluate;
Answer: A

to the business, what are the four reasons to monitor and measure?
Direct; Justify; Intervene
Direct; Justify; Improve
Direct; Justify; Improve
Diagnose; Justify; Intervene

"Service Management is a set of specialized organizational capabilities for prov

iding value to customers in the form of services". These specialized organizatio
nal capabilities include which of the following?
A. Applications and Infrastructure
B. Functions and Processes
C. People, products and technology
D. Markets and Customers
Answer: B
Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Managem
ent Databases (CMDB)
B. The SKMS can include user skill levels
C. The SKMS is part of the Configuration Management System (CMS)
D. The SKMS can include data on the performance of the organization
Answer: C
Service Assets are used to create value. Which of the following are the MAJOR ty
pes of Service Asset?
A. Utility and Warranty
B. Services and Infrastructure
C. Resources and Capabilities
D. Applications and Infrastructure
Answer: C
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a fail
ure has occurred
B. An unplanned interruption to an IT service or reduction in the quality of an
IT service
C. A change of state which has significance for the management of a Configuratio
n Item or IT Service
D. Loss of ability to operate to specification, or to deliver the required outpu
t
Answer: B

Which of the following statements BEST describes a Definitive Media Library (DML
)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorised versions of all media Configurat
ion Items (CIs) are stored and protected

C. A secure electronic library that contains all copies of software and licences
D. A secure library where definitive authorised versions of all software and bac
k-ups are stored and protected
Answer: B
Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimized
B. Standardized methods and procedures are used for efficient and prompt handlin
g of all Changes
C. All changes to Service Assets and Configuration Items (CIs) are recorded in t
he Configuration Management system
D. All budgets and expenditures are accounted for
Answer: D
Who is responsible for ensuring that the Request Fulfillment process is being pe
rformed according to the agreed and documented process?
A. The Request Fulfillment Process Manager
B. The Request Fulfillment Process Owner
C. The Service Manager
D. The Service Desk Manager
Answer: B
How does Problem Management work with Change Management?
A. By installing changes to fix problems
B. By issuing RFCs for permanent solutions
C. By working with users to change their IT configurations
D. By negotiating with Incident Management for changes in IT for Problem resolut
ion
Answer: B
One of the five major aspects of Service Design is the design of the service sol
utions. It includes?
A. Only capabilities needed and agreed
B. Only resources and capabilities needed
C. Only requirements needed and agreed
D. Requirements, resources and capabilities needed and agreed
Answer: D
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Web front-end
C. Menu-driven range of self help and service requests
D. A direct interface into the back end process handling software
Answer: A
Major Incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
The BEST description of the guidance provided by Service Design is?

A. The design and

B. The design and
C. The day-to-day
D. The design and
Answer: A

development of services and service management processes

development of new services
operation and support of services
development of service improvements

A plan for managing the end of a supplier contract should be created when?
A. The contract is about to be ended
B. The contract is being negotiated
C. The Supplier Manager decides that there is a risk the contract might need to
end soon
D. The contract has been agreed
Answer: B
An IT department is under pressure to cut costs. As a result, the quality of ser
vices has started to suffer. What imbalance does this represent?
A. Excessive focus on cost
B. Excessive focus on quality
C. Excessively proactive
D. Excessively reactive
Answer: A
Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing the service so it can meet the targets
3. Ensuring all needed 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
The difference between service metrics and technology metrics is BEST described
as?
A. Service metrics include critical success factors and Key Performance Indicato
rs; Technology metrics include availability and capacity
B. Service metrics measure maturity and cost; Technology metrics measure efficie
ncy and effectiveness
C. Service metrics measure the end to end service; Technology metrics measure in
dividual components
D. Service metrics measure each of the service management processes; Technology
metrics measure the infrastructure
Answer: C
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A

Before embarking on the 7-step Continual Service Improvement (CSI) process, whic
h of the following items need to be identified?
A. Business Objectives, IT Objectives, Process Metrics
B. Vision and Strategy, Tactical Goals and Operational Goals
C. Process Models, Goals and Objectives
D. Business and IT Strategy and Process Definitions
Answer: B
In Service Operation, if too much emphasis is placed on 'Stability', what might
the likely outcome be in terms of responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of
the services with fewer failures to disrupt timely delivery
B. It is possible that responsiveness may suffer and customers needs may not be
met within business timescales
C. There is only likely to be a positive outcome from improved stability - the c
ustomers must be made fully aware of this and their expectations regarding respo
nsiveness must be managed
D. From the information given, it is not possible to comment regarding the impac
t on responsiveness of over-emphasis on stability
Answer: B
Which Function would provide staff to monitor events in a Network Operations Cen
tre?
A. Technical Management
B. IT Operations Management
C. Service Desk
D. Applications Management
Answer: B
Which is NOT a purpose of Service Transition?
A. Ensure that a service can be managed, operated and supported.
B. Provide training and certification in project management.
C. Provide quality knowledge of Change, Release and Deployment Mgmt.
D. Plan and manage the capacity and resource requirements to manage a release.
Answer: B
The term 'Service Management' is best used to describe?
A. A set of specialized organizational capabilities for providing value to custo
mers in the form of services
B. A set of specialized organizational capabilities for providing functions to c
ustomers in the form of services
C. The management of functions within an organization to perform certain activit
ies
D. Units of organizations with roles to perform certain activities
Answer: A
Which of the following is NOT an objective of Problem Management?
A. Minimising the impact of Incidents that cannot be prevented
B. Preventing Problems and resulting Incidents from happening
C. Eliminating recurring Incidents
D. Restoring normal service operation as quickly as possible and minimizing adve
rse impact on the business
Answer: D

How is the Service Catalogue used to add value to the service provider organizat
ion?
A. Showing the business impact of a change
B. Displaying the relationships between configuration items
C. Providing a central source of information on the IT services delivered
D. To predict the root cause of issues in the IT infrastructure
Answer: C
The MAIN purpose of the Service Portfolio is to describe services in terms of?
A. Service Level Requirements
B. Functionality
C. Business Value
D. IT Assets
Answer: C
Which of the following would NOT be a task carried out by the Request Fulfillmen
t 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 predefined approval and qualification process exists
C. Provision of information to users and customers about the availability of ser
vices and the procedure for obtaining them
D. Provision of information used to compare actual performance against design st
andards
Answer: D
Within the Continual Service Improvement (CSI) 7 step improvement process, data
needs to be gathered and analyzed from which other area of the lifecycle in orde
r to answer the question "Did we get there?
A. Service Design
B. Service Strategy
C. Service Transition
D. Service Operation
Answer: D
A Service Level Agreement is?
A. The part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and an internal organization
C. An agreement between a Service Provider and an external supplier
D. An agreement between the Service Provider and their customer
Answer: D
Which of the following combinations covers all the roles in Service Asset and Co
nfiguration Management?
A. Configuration Administrator/Librarian; Configuration Manager; Configuration A
nalyst; Configuration control board; CMS/tools Administrator; Financial Asset Ma
nager
B. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librar
ian; Change Manager
C. Configuration Administrator/Librarian; Service Asset Manager; Configuration M
anager; Configuration Analyst; Configuration control board; CMS/tools Administra
tor
D. Configuration Administrator/Librarian; Configuration Manager; Service Desk Ma

nager; Configuration Analyst; CMS/tools Administrator

Answer: C
Removing or restricting rights to use an IT Service is the responsibility of whi
ch process?
A. Incident Management
B. Access Management
C. Change Management
D. Request Fulfillment
Answer: B
Understanding customer usage of services and how this varies over the Business L
ifecycle is part of which process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
Answer: D
Which of the following BEST describes a 'Major Incident'?
A. An Incident that is so complex that it requires root cause analysis before an
y workaround can be found
B. An Incident which requires a large number of people to resolve
C. An Incident that is so complex that the Service Desk takes longer than five t
imes the normal time to log it
D. An Incident which has a high impact on the business
Answer: D
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Assisting in the design of the application
C. Providing guidance to IT Operations about how best to manage the application
D. Deciding whether to buy or build an application
Answer: A
Service Acceptance criteria are used to?
A. Ensure the design stage of the Lifecycle
B. Ensure delivery and support of a service
C. Ensure service Key Performance Indicators (KPIs) are reported
D. Ensure Portfolio Management is in place
Answer: B

-- arquivo: EX0-101[1].pdf

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

A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based int
erface
D. Any request for change (RFC) that is low-risk and which can be approved by th
e change manager without a change advisory board (CAB) meeting
Answer: A
Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
Answer: A
At which stage of the service lifecycle should the processes necessary to operat
e a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A
Which process is involved in monitoring an IT service and detecting when the per
formance drops below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Answer: B
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
Answer: D
Which one of the following contains information that is passed to service transi
tion to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)

C. A service design package (SDP)

D. A service charter
Answer: C
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 s
ervices
B. To ensure that sufficient capacity is provided to deliver the agreed performa
nce 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 s
ervices
Answer: D
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 serv
ices
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
Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
Answer: B
Which one of the following is the BEST description of a service level agreement
(SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer
Answer: D
What is the BEST description of the purpose of the service operation stage of th
e service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and cust
omers
Answer: D
In terms of adding value to the business, which one of the following describes s
ervice operations contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modeled
D. Service value is visible to customers
Answer: D

Which one of the following are the two primary elements that create value for cu
stomers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
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
A. 1 and 2 only
B. 2 and 3 only C
C. 1 and 3 only
D. All of the above
Answer: B
Which one of the following statements BEST describes a definitive media library
(DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configurat
ion items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and bac
k-ups are stored and protected
Answer: B
What is the name of the group that should review changes that must be implemente
d faster than the normal change process?
A. Technical management
B. Emergency change advisory board
C. Urgent change board
D. Urgent change authority
Answer: B
Which one of the following is it the responsibility of supplier management to ne
gotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
Answer: B
Which one of the following is NOT a responsibility of the service transition sta
ge of the service lifecycle?
A. To ensure that a service can be managed and operated in accordance with const
raints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release
Answer: B

Which process is responsible for discussing reports with customers showing wheth
er services have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
Answer: C
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C
Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C
Which stage of the service lifecycle is MOST concerned with defining policies an
d objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
Answer: A
Which one of the following is the BEST definition of the term service management
?
A. A set of specialized organizational capabilities for providing value to custo
mers in the form of services
B. A group of interacting, interrelated, or independent components that form a u
nified whole, operating together for a common purpose
C. The management of functions within an organization to perform certain activit
ies
D. Units of organizations with roles to perform certain activities
Answer: A
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above

Answer: D
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfillment
Answer: B
Which of the following service desk organizational structures are described in s
ervice operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A
A process owner has been identified with an "I" in a RACI matrix. Which one of t
he following would be expected of them?
A. Be accountable for the outcome of an activity
B. Perform an activity
C. Be kept up-to-date on the progress of an activity
D. Manage an activity
Answer: C
Which one of the following activities are carried out during the Where do we wan
t to be? step of the continual service improvement (CSI) approach?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
Answer: D
Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
Answer: D
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
Which one of the following does service metrics measure?
A. Functions

B. Maturity and cost

C. The end-to-end service
D. Infrastructure availability
Answer: C
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. How long a service or configuration item (CI) can perform its function withou
t failing
D. How quickly a service or component can be restored to normal working order
Answer: C
Which one of the following is NOT the responsibility of service catalogue manage
ment?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with informa
tion in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
Answer: B
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling
of all changes
B. To ensure all changes to service assets and configuration items (CIs) are rec
orded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakehold
ers
Answer: D
Which one of the following statements is CORRECT?
A. The configuration management system is part of the
B. The service knowledge management system is part of
nt system
C. The configuration management system is part of the
nt system
D. The configuration management system is part of the
atabase
Answer: C

known error database

the configuration manageme
service knowledge manageme
configuration management d

Which one of the following is NOT part of the service design stage of the servic
e lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service desi
gn processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporti
ng processes
Answer: A
Which one of the following is concerned with policy and direction?
A. Capacity management

B. Governance
C. Service design
D. Service level management
Answer: B
Implementation of IT1L service management requires the preparation and planning
of the effective and efficient use of "the four Ps." What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
Answer: C
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organi
zation
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a da
y-to-day basis
D. A document that describes business services to operational staff
Answer: A
Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
Answer: B
Which one of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To ensure that service changes create the expected business value
C. To minimize the impact of service outages on day-to-day business activities
D. To plan and manage entries in the service catalogue
Answer: B
Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configurati
on item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of a
n IT service
C. The unknown cause of one or more incidents that have an impact on an IT servi
ce

D. Reducing or eliminating the cause of an incident or problem

Answer: A
Which one of the following activities does application management perform?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required
business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application
Answer: B
Which one of the following is the BEST description of the purpose of the service
operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and cust
omers
Answer: D
Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a
workaround can be found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business
Answer: D
Which statement about the emergency change advisory board (ECAB) is CORRECT?
A. The ECAB considers every high priority request for change
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to ca
ll a full CAB
D. The ECAB will be chaired by the IT director
Answer: C
Which of the following availability management activities is/are considered to b
e proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only
Answer: D
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only f
C. 1, 2 and 4 only

D. All of the above

Answer: D
Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items
Answer: C
The design of IT services requires the effective and efficient use of "the four
Ps". What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C
Which one of the following statements about incident reporting and logging is CO
RRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential dis
ruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
Answer: B
Which process is responsible for ensuring that appropriate testing takes place?
A. Knowledge management
B. Release and deployment management
C. Service asset and configuration management
D. Service level management
Answer: B
In which core UIL publication can you find detailed descriptions of service cata
logue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
Answer: B
Which one of the following is the CORRECT set of steps for the continual service
improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate t
he solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; H
ow do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Im
plement the plan; Check the plan has been properly implemented; Improve the solu
tion
D. What is the vision?; Where are we now?; Where do we want to be?; How do we ge
t there?; Did we get there?; How do we keep the momentum going?
Answer: D

The multi-level SLA' is a three-layer structure. Which one of the following laye
rs is NOT part of this type of SLA?
A. Customer level
B. Service level
C. Corporate level
D. Configuration level
Answer: D
Which processes are responsible for the regular review of underpinning contracts
?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management
Answer: A
Which one of the following functions would be responsible for the management of
a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
Answer: D
Which process is responsible for sourcing and delivering components of requested
standard services?
A. Request fulfillment
B. Service portfolio management
C. Service desk
D. IT finance
Answer: A
Which process is responsible for controlling, recording and reporting on the rel
ationships between components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
Answer: D
Which one of the following is NOT a valid purpose or objective of problem manage
ment?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
Answer: C
Which one of the following activities is NOT part of the Deming Cycle?
A. Act
B. Plan
C. Do

D. Co-ordinate
Answer: D
Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the c
onfiguration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users
Answer: D
Which of the following is an objective/are objectives of the service strategy st
age of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
A. 1 only
B. 2 only
C. 3 only
D. All of the above
Answer: D
In which of the following areas would ITIL complementary guidance provide assist
ance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
Answer: A
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Answer: A
Which one of the following would be the MOST useful in helping to define roles a
nd responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
Answer: A
Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
Answer: A

Which one of the following is the BEST description of a service-based service le

vel agreement (SLA)?
A. An agreement with an individual customer group, covering all the services tha
t they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structu
re
D. An agreement that covers one service for all customers of that service
Answer: D
Which of the following would commonly be found in a contract underpinning an IT
service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Answer: D
Which one of the following activities would be performed by access management?
A. Providing physical security for staff at data centers and other buildings
B. Managing access to computer rooms and other secure locations
C. Managing access to the service desk
D. Managing the rights to use a service or group of services
Answer: D
Which one of the following provides the CORRECT list of processes within the ser
vice operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillmen
t, and access management
B. Event management, incident management, change management, and access manageme
nt
C. Incident management, problem management, service desk, request fulfillment, a
nd event management
D. Incident management, service desk, request fulfillment, access management, an
d event management
Answer: A
Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
A. All of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
Answer: B
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
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
Answer: A
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Answer: C
Which process is responsible for the availability, confidentiality and integrity
of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Answer: D
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
Which of the following are within the scope of service asset and configuration m
anagement?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and c
onfiguration management
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
Answer: A

1 Why
a) To
b) To
c) To
d) To

should monitoring and measuring be used when trying to improve services?

validate, direct, justify and intervene
validate, measure, monitor and change
validate, plan, act and improve
validate, assign resources, purchase technology and train people

2 The ITIL core is structured around?

a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
3 Which of the following questions is NOT answered by information in the Service
Portfolio?
a) How should our resources and capabilities be allocated?
b) What opportunities are there in the market?
c) Why should a customer buy these services?
d) What are the pricing or chargeback models?
4 Functions are BEST described as?
a) A body of knowledge
b) Closed loop systems
c) Self-Contained units of organisations
d) Projects focusing on transformation
5 A benefit of using Service Design tools is?
a) To help ensure that standards and conventions are followed
b) To help ensure that Events are detected as quickly as possible
c) To help enable different applications to work together
d) To help implement architectures that support the business strategy
6 Learning and Improvement is the PRIMARY concern of which of the following phas
es of the Service Lifecycle?
a) Service Strategy, Service Design, Service Transition, Service Operation, and
Continual Service Improvement
b) Service Strategy, Service Transition, and Service Operation
c) Service Operation and Continual Service Improvement
d) Continual Service Improvement
7 In which core publication can you find detailed descriptions of Service Portfo
lio Management, Demand Management and Financial Management?
a) Service Operations
b) Service Strategy
c) Service Transition
d) Continual Service Improvement
8 Which of the following statements about the Service Desk are CORRECT?
1. The Service Desk is a function that provides a means of communication between
IT and its users for all operational issues
2. The Service Desk is always the owner of the Incident Management process

a)
b)
c)
d)

2 only
1 only
Both of the above
Neither of the above

9 Application Management is NOT responsible for?

a) Documenting and maintaining the technical skills required to manage and suppo
rt applications
b) Managing applications through their lifecycle
c) Assisting in the decision to build or buy new software
d) Developing functionality required by the business
10 "If something cannot be measured, it should not be documented" is a principle
that applies to which of the following?
a) The Glossary of Terms
b) A Service Level Agreement (SLA)
c) An Incident Management record
d) A Configuration Item (CI)
11
a)
b)
c)
d)

Which is the first activity of the Continual Service Improvement (CSI) model?
Assess the current business situation
Understand the vision of the business
Agree on priorities for improvement
Create and verify a plan

12 Which of the following BEST describes a Workaround?

a) A technician uses a pre-defined technique to restore service as this Incident
has been seen before
b) A technician tries several approaches to solve an Incident. One of them works
, although he does not know why
c) After reporting the Incident to the Service Desk, the user works on alternati
ve tasks while the problem is identified and resolved
d) A device works intermittently, thus allowing the user to continue working at
degraded levels of performance while the technician resolves the problem
13 An Incident occurs when:
1. A user is unable to access a service during service hours
2. An authorised IT staff member is unable to access a service during service ho
urs
3. A network segment fails and the user is not aware of any disruption to servic
e
4. A user contacts the Service Desk about slow performance of an application
Which of the above statements is CORRECT?
a) All of the above
b) 1 and 4 only
c) 2 and 3 only
d) None of the above
14 Which of the following benefits would be LEAST useful in supporting a busines
s case for service improvement?
a) Reduced technology investment by 20% due to more accurate capacity and perfor
mance modelling processes
b) Reduced support manpower demand by 30% due to automated incident and problem
management processes

c) Reduced level of customer complaints due to more effective Service Level Mana
gement
d) Reduced Problem resolution time by half due to improved knowledge management
15
?
a)
b)
c)
d)

The Information Security Policy should be available to which groups of people

16
1.
2.
a)
b)
c)
d)

Which of the following statements are CORRECT?

A Process responds to specific events
A process is performance driven and able to be measured
1 only
Both of the above
Neither of the above
2 only

17
a)
b)
c)
d)

How does
They are
They are
They are
They are

Senior Business Managers and all IT staff

Senior Business Managers, IT Executives and the Security Manager
All Customers, Users and IT staff
Information Security Management staff only

an organisation use Resources and Capabilities in creating value?

used to create value in the form of output for production management
used to create value in the form of goods and services
used to create value to the IT organisation for Service Support
used to create value to the IT organisation for Service Delivery

18 Which of the following is the CORRECT description of the Four Ps of Service D

esign?
a) A four step process for the design of effective service management
b) A definition of the people and products required for successful design
c) A set of questions that should be asked when reviewing design specifications
d) The four major areas that need to be considered in the design of effective se
rvice management
19
a)
b)
c)
d)

Demand Management is used to:

Increase customer value
Understand patterns of business activity
Increase the value of IT
Align business with IT cost

20 The objective of Service Asset and Configuration Management is most accuratel

y described as?
a) To understand the performance characteristics of assets and Configuration Ite
ms (CIs) in order to maximise their contribution to service levels
b) To manage service assets and CIs from an operational perspective
c) To ensure that assets and CIs deliver the business outcomes they were designe
d to achieve
d) To define and control the components of services and infrastructure and maint
ain accurate configuration records
21 The objective of the Change Management process is most accurately described a
s?
a) Ensuring that all Changes are recorded, managed, tested and implemented in
a controlled manner

b) Ensuring that Changes to IT infrastructure are managed efficiently and effect

ively
c) Ensuring that all Changes have appropriate back-out plans in the event of fai
lure
d) Protecting services by not allowing Changes to be made
22 The 7 Step Improvement Process can most accurately be described as?
a) The Seven P's of Continual Service Improvement (CSI)
b) A service improvement methodology based on the Deming Cycle
c) A set of roles and responsibilities for managing service improvements
d) A process for defining what is to be measured, gathering the data, processing
the data and using it to take corrective action
23 Which of the following statements are CORRECT?
1. Service Transition provides guidance on moving new and changed services into
production
2. Service Transition provides guidance on testing
3. Service Transition provides guidance on the transfer of services to or from a
n external service provider
a) 1 and 2 only
b) 1 only
c) All of the above
d) 1 and 3 only
24 What is the best definition of an Incident Model?
a) The template used to define the Incident logging form used to report Incident
s
b) A type of Incident involving a standard (or model) type of Configuration Item
(CI)
c) A set of pre-defined steps to be followed when dealing with a known type of I
ncident
d) An Incident that is easy to solve
25
1.
2.
3.
4.
a)
b)
c)
d)

Which of the following areas would technology help to support?

Self Help
Measurement and reporting systems
Release and deployment
Process design
1, 2 and 3 only
1, 3 and 4 only
2, 3 and 4 only
All of the above

26
a)
b)
c)
d)

A Customer Service Catalogue should contain which?

The version information of all software
The organisational structure of the company
Asset information
Details of all operational services

27 Which of the following would NOT be stored in the Definitive Media Library (D
ML)?
a) Master copies of software
b) Backups of application data
c) Software licences

d) Master copies of controlled documentation

28 "Warranty of a service" means?
a) The service is fit for purpose
b) There will be no failures in applications and infrastructure associated with
the service
c) All service-related problems are fixed free of charge for a certain period of
time
d) Customers are assured of certain levels of availability, capacity, continuity
and security
29
1.
2.
rs
3.
4.
a)
b)
c)
d)

Which of the following activities are included in Access Management?

Verifying the identity of users requesting access to services
Setting the rights or privileges of systems to allow access to authorised use
Defining security policies for system access
Monitoring the availability of systems that users should have access to
2 and 4 only
1 and 3 only
2 and 3 only
1 and 2 only

30 Which of the following statements CORRECTLY defines Insourcing and Outsourcin

g delivery model options?
a) Insourcing relies on internal resources; outsourcing relies on external organ
isation(s) resources
b) Insourcing relies on external organisation(s) resources; outsourcing relies o
n internal resources
c) Insourcing relies on co-sourcing; outsourcing relies on partnerships
d) Insourcing relies on knowledge process outsourcing; outsourcing relies on app
lication service provisioning
31 Facilities Management refers to?
a) The Management of IT services that are viewed as "utilities", such as printer
s or network access
b) The Management of an outsourcing contract
c) The Management of the physical IT environment such as a Data Centre
d) The procurement and maintenance of tools that are used by IT Operations staff
to maintain the infrastructure
32
1.
2.
3.
4.
5.
a)
b)
c)
d)

Which aspect of Service Design is missing from the list below?

The design of services
The design of service management systems and tools
The design of technology architecture and management systems
The design of the processes required
?
The design of functions
The design of Service Level Agreements (SLAs)
The design of applications
The design of measurement systems, methods and metrics

33 Which of the following roles is responsible for identifying opportunities for

improvement?

1.
2.
3.
a)
b)
c)
d)

Service Owner
Continual Service Improvement (CSI) Manager
Process Owner
1 and 2 only
1 and 3 only
All of the above
2 and 3 only

34 Which of the following is the most appropriate approach to carrying out Servi
ce Operations?
a) The internal IT view is most important as Service Operations has to monitor a
nd manage the infrastructure
b) Service Operations should maintain a balance between an internal IT view and
an external business view
c) The external business view is most important as Service Operations is the pla
ce where value is realised and the customer obtains the benefit of the services
d) IT Operations does not take an internal or external view as they execute proc
esses defined by Service Design
35
a)
b)
c)
d)

Which process reviews Operational Level Agreements (OLAs) on a regular basis?

Supplier Management
Service Level Management
Service Portfolio Management
Contract Management

36
1.
2.
3.
4.
a)
b)
c)
d)

Which activities would you expect a Service Owner to undertake?

Representing a specific service across the organisation
Updating the Configuration Management Data Base (CMDB) after a change
Helping to identify service improvements
Representing a specific service in Change Advisory Board (CAB) meetings
1, 2 and 4 only
All of the above
1 and 4 only
1, 3 and 4 only

37 Which of the following are aims of the Release and Deployment Management proc
ess?
1. To ensure there are clear release and deployment plans
2. To ensure that skills and knowledge are transferred to operations and support
staff
3. To ensure there is minimal unpredicted impact on production services, operati
ons and support
4. To provide cost justifiable IT capacity that is matched to the needs of the b
usiness
a) 1, 2 and 3 only
b) All of the above
c) 1 and 3 only
d) 1, 3 and 4 only
38
a)
b)
c)
d)

Which of the following statements is always CORRECT about 'good practice'?

It must be adopted by all organisations
It is something that is in wide industry use
It is documented in international standards
It is based on ITIL

39
a)
b)
c)
d)

What is the purpose of the Request Fulfilment Process?

Dealing with Service Requests from the users
Making sure all requests within an IT organisation are fulfilled
Ensuring fulfilment of Change Requests
Making sure the Service Level Agreement (SLA) is met

40
a)
b)
c)
d)

A Process Owner is responsible for which of the following?

Purchasing tools to support the process
Ensuring that targets specified in a Service Level Agreement (SLA) are met
Carrying out activities defined in the process
Monitoring and improving the process