Examen B

1.- Which of the following are developed by the Service Continuity Management process?

a)Business Case
b)Risk Analyses
c)Project Plan
d)Business Impact Analyses (BIA)

I) a, b, c
II) a, c
III) b, d
IV) All of the above

2.- Which of the following terms describe Problem Management techniques?

a)Proactive
b)Progressive
c)Reactive
d)Best effort

I) a, c, d
II) b, c
III) c, d
IV) a, c

3.- Which of the following statements does NOT represent part of the 7 Step Improvement Process?

I) Define what should be measured

II) Analyze the data
III) Present and use the information
IV) Build the business case

4.- Characteristics of a process include the following: They are measurable, they have specific results, they respond to a
specific event and they deliver results to customers. What type of customers do processes deliver results to?

I) Internal and External customers

II) Business customers
III) User community customers
IV) Service Desk customers

5.- Which statements represent objectives of the Supplier Management process?

a)Manage relationships with suppliers

b)Manage suppliers budget
c)Manage supplier performance
d)Negotiate and agree contracts with suppliers

I) a, c, d
II) a, b, c
III) b, c, d
IV) All of the above
6.- To define, document, agree, monitor, measure, report and review the level of IT services, describes what?

I) Service Level Management (SLM)

II) Configuration Management
III) Service Level Agreement (SLA)
IV) Asset Management

7.- The Service Catalogue forms part of what?

I) Configuration Management
II) Service Portfolio
III) Change Management System
IV) Service Level Agreement

8.- In which of the following areas of design would design tools and techniques be useful?

a)Hardware Design
b)Software Design
c)Environmental Design
d)data design

I) a, c
II) b, c
III) a, b, d
IV) All of the above

9.- Which statement regarding the Service Portfolio is true?

I) It holds all the information for a configuration items within the designated scope
II) It is a library containing authorized versions of all media configuration Items
III) It should contain information relating to every service and its current status within the organization
IV) It consists of services currently active in the live environment

10.- Which of the following are valid types of Service Catalogues?

a)Customer
b)Business
c)Portfolio
d)Technical

I) a, c
II) b, d
III) b, c, d
IV) All of the above

11.- What process strives to provide efficient repeatable build and installation mechanisms that can be used to deploy
releases to the test and production environments and be rebuilt if required to restore service?

I) Service Operation
II) Service Design
III) Release and Deployment Management
IV) Service Transition
12.- Which of the following represent objectives for the Release and Deployment process?

a)To develop deployment plans

b)Ensure integrity or a release and its components
c)Manage risks related to new or changed services
d)Implement changes

I) a, b, c
II) a, c, d
III) b, c, d
IV) All of the above

13.- Making the decision to Buy or Build an application is the responsibility of:

I) Release Deployment Management

II) Application Management
III) Change Management
IV) Procurement Management

14.- Which element of Service Management could be defined as either a Function or a Process, depending on its
implementation?

I) Change Management
II) Configuration Management
III) Capacity Management
IV) Service Level Management

15.- Which statement regarding communication in the Service Operation stage of the service lifecycle is true?

I) Communication with other IT teams should be presented in technical terminology

II) Email should be the primary means of communication so that a paper trail exists
III) All communication must have an independent purpose
IV) Communication should be scheduled to occur at the same time on a daily basis

16.- What is the main purpose of the Service Design stage of the Service Management lifecycle?

I) To continually align and realign IT services to the changing business needs by identifying and implementing
improvements to IT services that support business processes
II) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to
business users and customers
III) The design of new or changed services for introduction into the live environment
IV) To plan and manage the capacity and resources required to package, build, test and deploy a release into
production and establish the service specified in the customer and stakeholder requirements
17.- What is a main objective of the Continual Service Improvement (CSI) stage of the Service Management lifecycle?

I) Provide guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure
value for the customer and the service provider
II) Provide guidance for the development and improvement of capabilities for transitioning new and changed services
into operations
III) Provide guidance for the design and development of services and service management processes
IV) Provide instrumental guidance in creating and maintaining value for customers through better design, introduction
and operation of services

18.- Which of the following represent questions that should be answered during the “prepare for execution” stage of the
Service Strategy process?

a) Which of our services are most distinctive?

b) Which of our services are most profitable?
c) Which of our customers are most satisfied?
d) Which customers, channels or purchase occasions are most profitable?

I) a, c, d
II) a, b, c
III) b, c, d
IV) All of the above

19.- Which of the following would NOT be included in the Definitive Media Library (DML)?

I) Master copies of approved software

II) Off the shelf, purchased software
III) Software licenses
IV) Software in development

20.- What question does NOT represent a question that would need to be answered when developing the Continual
Service Improvement Model?

I) What is the vision?

II) Where are we now?
III) Who is our customer?
IV) Did we get there?

21.- Which statement best describes a Problem?

I) The interruption of an IT service or reduction in the quality of an IT service

II) The unknown cause of one or more incidents
III) The addition, modification or removal of anything that could have an effect on IT services
IV) An occurrence that has an impact on the management of the infrastructure or delivery of a service
22.- Which statement best describes a Function?

I) Closed-loop system
II) Resources and capabilities
III) A structured set of activities designed to accomplish a specific objective
IV) Units of organizations specialized to perform certain types of work and be responsible for specific outcomes

23.- Which process has as a responsibility, to design, implement, measure, manage and improve IT service availability?

I) Demand Management
II) Capacity Management
III) Configuration Management
IV) Availability Management

24.- Which of the following are types of Metrics used for measurement within the Continual Service Improvement
process?

a)Process Metrics
b)Service Metrics
c)Management Metrics
d)Technology Metrics

I) a, b, c
II) a, b, d
III) b, c, d
IV) All of the above

25.- Which of the following statements represents Outsourcing?

I) Formal arrangements between two or more organizations to work together

II) A number of external organizations working together to provide services
III) Relocating business functions using formal arrangements
IV) Utilizing the resources of an external organization in a formal arrangement

26.- What Role is responsible for defining the key performance indicators (KPI) for a process?

I) Service Manager
II) Process Manager
III) Process Owner
IV) Service Owner

27.- Organizations that seek to benchmark themselves against other organizations and close gaps in capabilities could do
so by adopting what?

I) Best practices
II) Common practices
III) Good practices
IV) Industry practices
28.- Which statement represents how Event Management adds value to the business?

I) Helps to identify the root cause of problems

II) Enhances co-ordination of planned changes
III) Provides mechanisms for early detection of incidents
IV) Makes it easier for users to report incidents

29.- Which management role is responsible for executing activities, as well as providing service reliability and stability so
the business can meet its objectives?

Mark for review

I) Facilities Management
II) IT Operations Management
III) Service Level Management
IV) Infrastructure Management

30.- What does the RACI model represent?

Mark for review

Responsible, Accountable, Consulted, Informed

Reasonable, Actionable, Continual, Infrastructure

Reliable, Accountable, Consulted, Informed

Responsible, Accountable, Consulted, Infrastructure

EXPLANATION:
The RACI model helps to clarify the decision making process within the Service Design stage of the lifecycle. It represents
Responsible (who is responsible?), Accountable (one person per task), Consulted (consulting people or opinions) and
Informed (progress updates).

Objective:
Roles

Sub-Objective:
Recognize the RACI model and explain its role in determining organisational structure

Source:
Service Design, Section 6, P 189

31.- Many benefits of Continual Service Improvement (CSI) are considered intangible. Which of the following
represent intangible benefits of CSI?

1.Increased organizational competency

2.Reduction of redundancy increases business throughput
3.Assured regulatory compliance that will minimize costs and reduce risk
4.Ability to react to change rapidly
5.Integration between people and processes
Mark for review

1, 2, 4, 5

1, 2, 3, 5

2, 3, 4, 5

All of the above

EXPLANATION:
All of the options represent intangible benefits of the Continual Service Improvement process. Minimization of lost
opportunities is an additional benefit of CSI.

Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain what value Continual Service Improvement provides to the Business

Source:
Continual Service Improvement 2.4.5, P 16,17

32.- What term best describes the interruption of an IT service or a reduction in the quality of an IT service?

Mark for review

Event

Alert

Incident

Problem
Question: 32 of 40

What term best describes the interruption of an IT service or a reduction in the quality of an IT service?

INCORRECT

Event

Alert

Incident

Problem

EXPLANATION:
An Incident is defined as the interruption of an IT service or reduction in the quality of an IT service. Incidents are
managed by the Service Operation phase of the service lifecycle which usually implements an Incident management
process.

An Event is an occurrence that has an impact on the management the infrastructure or delivery of a service

An Alert is A warning generated by a monitoring tool indicating that a threshold has been reached

A problem is the unknown cause of one or more Incidents.

Objective:
General Concepts and Definitions

Sub-Objective:
Incident

Source:
Service Operation, Section 4.2, P 46
Service Operation, Section 4.1, P 35. 36
Service Operation, Section 4.4, P 58

33.- The Service Operation process needs to maintain a balance between which of the following?

Mark for review

Stability versus Responsiveness

Availability versus Maintainability

Downtime versus Uptime

Monitoring versus Execution

EXPLANATION:
A challenge for Service Operation is to maintain a balance of Stability versus Responsiveness. The services must be
available as agreed, in a constantly changing business environment. Service Operation needs to be prepared for both
slowly evolving changes and new requirements that can be presented quickly.

Objective:
Key Principals and Models

Sub-Objective:
Summarize the conflicting balances in Service Operation

Source:
Service Operation, Section 3.2.2, P 22

34.- What type of Change usually involves convening the ECAB?

Mark for review

Priority change

Service change

Emergency change

Standard change

EXPLANATION:
An Emergency Change is an unexpected change that is required to solve problems that have a major impact on the
service or the business. In most cases an Emergency Change Advisory Board (ECAB) is defined and becomes part of the
Change Management process to consider whether or not Emergency Changes should be implemented.

A priority change is not a valid change type within the ITIL framework.

A service change is defined as “the addition, modification or removal of authorized, planned or supported service or
service component and its associated documentation”.

A standard change is preauthorized and has predefined procedures for changes that occur on a regular basis.

Objective:
General Concepts and Definitions

Sub-Objective:
Change types (Normal, Standard and Emergency)

Source:
Service Strategy, Section 4.2.6.9, P 60
Service Strategy, Section 4.2.4.5, P 48
Service Transition, Section 4.2.2, P 43,
Service Transition, Section 4.2.6.1, P 50

35.- What two terms represent components of business that can be reduced by providing a Service?

Mark for review

Cost and risk

Input and output

Accountability and responsibility

Resources and capabilities

EXPLANATION:
ITIL describes a service as a means of delivering value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks

Input and output are elements of a process.

Accountability and responsibility are elements of the RACI model used in the Continual Service Improvement (CSI) stage
of the Service Lifecycle.

Resources and capabilities are used by Service Management to create value in the form of goods and services.

Objective:
Service Management as a Practice

Sub-Objective:
Define and explain the concept of a Service

Source:
Service Design 2.2.1, P 11
Continual Service Improvement 6.2, Table 6.9, P 76
Service Design 2.1, P 11

36.- Which statement best describes a customer based Service Level Agreement?

Mark for review

A formal contract including penalties that will be imposed if service targets are not net by the Service Provider

An agreement with an individual customer group covering all the services they use

Covers one service for all the customers of that service

Covers generic Service Level Management issues appropriate to every customer throughout the organization

EXPLANATION:
A customer based Service Level Agreement focuses on business unit specific service or or specific areas of service. For
example a Service Level Agreement covering a hospital’s inventory control system would be considered a customer
based Service Level Agreement.

A Service Level Agreement is not necessarily a formal contract and there is no requirement for it to contain penalty
clauses for service targets that have not been met.

A service-based SLA covers one service for all the customers of that service.

A multi-level SLA covers generic Service Level Management issues appropriate to every customer throughout the
organization

Objective:
General Concepts and Definitions

Sub-Objective:
Service Level Agreement (SLA)

Source:
Service Design, Section 4.2.5.1, P 67, 68
37.- What stage of the Service Lifecycle establishes an overall strategy for IT services and for IT Service Management
throughout the lifecycle?

Mark for review

Service Design

Service Transition

Service Strategy

Continual Service Improvement

EXPLANATION:
Service Strategy establishes an overall Strategy for IT Services and for IT Service Management and is one of the core
volumes of the ITIL Service Management Lifecycle publications.

Service Design is a stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions
and is the title of one of the Core ITIL publications

Service Transition is a stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions
and is the title of one of the Core ITIL publications

Continual Service Improvement is a stage in the Lifecycle of an IT Service. Service Design includes a number of Processes
and Functions and is the title of one of the Core ITIL publications

Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain the Service Lifecycle

Source:
Service Transition 1.2.3, P 5, 6, Glossary

38.- Which statement does NOT represent a way in which Service Operation can add value to the business?

Mark for review

Includes a formal mechanism to review operational services for design and value

Provides plans for the costs of ongoing management of services

Evaluating the performance and output of all Service Operation processes, functions and outputs over time

The gains achieved through realization of improvements, usually but not always expressed in monetary terms

EXPLANATION:
Achieving gains through improvements is a value added by the Continual Service Improvement stage of the lifecycle.
Service Operation provides value to the business by optimizing Service Operation performance by considering long term
incremental improvement and short term ongoing improvement.

Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain what value Service Operation provides to the business

Source:
Service Operation 2.4.4, P 14
Continual Service Improvement 2.4.5, P 16

39.- Which of the following are reasons for implementing a Risk Management process from a business perspective in
the context of working with suppliers?

a)Profitability

b)Share price

c)Brand image

d)Market share

Mark for review

a, c, d

b, c, d

a, c

All of the above

EXPLANATION:
From a business perspective, in the context of working with suppliers, all of the options provided would be considered
vulnerabilities.

Objective:
General Concepts and Definitions

Sub-Objective:
Risk

Source:
Service Strategy, Section 9.5.3, P 201

40.- Resources and Capabilities are used to produce value in the form of what?
Mark for review

Inputs and Outputs

Goods and Services

Processes and Functions

Service and Strategy

EXPLANATION:
Resources and capabilities are used to create value in the form of goods and services.

Objective:
General Concepts and Definitions

Sub-Objective:
Resources and Capabilities

Source:
Service Strategy 3.2.1, P 38, 39