Question 1

Which one of the following is NOT part of the service design stage of the service lifecycle?

Accepted Answer

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 design processes and the service designs that are produced 
D)  Measuring the effectiveness and efficiency of service design and the supporting processes 
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 design processes and the service designs that are produced 
D)  Measuring the effectiveness and efficiency of service design and the supporting processes

Question 2

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

Accepted Answer

A)  IT Designer/Architect 
B)  Process Manager 
C)  Service Catalogue Manager 
D)  Supplier Manager 
A)  IT Designer/Architect 
B)  Process Manager 
C)  Service Catalogue Manager 
D)  Supplier Manager

Question 3

Where are the details of core and enhancing services provided?

Accepted Answer

A)  The definitive media library 
B)  The configuration management system 
C)  The service portfolio 
D)  The service catalogue 
A)  The definitive media library 
B)  The configuration management system 
C)  The service portfolio 
D)  The service catalogue

Question 4

Which process is responsible for the availability, confidentiality and integrity of data?

Accepted Answer

A)  Service catalogue management 
B)  Service asset and configuration management 
C)  Change management 
D)  Information security management 
A)  Service catalogue management 
B)  Service asset and configuration management 
C)  Change management 
D)  Information security management

Question 5

Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA

Accepted Answer

A)  1 only 
B)  2only 
C)  Both of the above 
D)  Neither of the above 
A)  1 only 
B)  2only 
C)  Both of the above 
D)  Neither of the above

Question 6

How should entries in the CSI register be categorized?

Accepted Answer

A)  Based on priority, urgency and impact to the business and to all its stakeholders 
B)  Based on small, medium or, large undertakings that can be done quickly, medium term or long term 
C)  Based on IT service name, cost to the business and expected outcomes to the customer 
D)  Based on best improvement opportunities in the organization to achieve a competitive advantage 
A)  Based on priority, urgency and impact to the business and to all its stakeholders 
B)  Based on small, medium or, large undertakings that can be done quickly, medium term or long term 
C)  Based on IT service name, cost to the business and expected outcomes to the customer 
D)  Based on best improvement opportunities in the organization to achieve a competitive advantage

Question 7

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Accepted Answer

A)  Implementing service and process improvements 
B)  Reviewing measurements and metrics 
C)  Creating a baseline 
D)  Defining measurable targets 
A)  Implementing service and process improvements 
B)  Reviewing measurements and metrics 
C)  Creating a baseline 
D)  Defining measurable targets

Question 8

Which is an example of how service automation assists service automation assists service management?

Accepted Answer

A)  Customers can employ more sales staff during peak business periods 
B)  The capacity of services can be adjusted to respond to respond to variations in demand 
C)  Requests for new services can be authorized by anyone in service management 
D)  The capacity of the service desk can be reduced to prevent users contacting it at busy times 
A)  Customers can employ more sales staff during peak business periods 
B)  The capacity of services can be adjusted to respond to respond to variations in demand 
C)  Requests for new services can be authorized by anyone in service management 
D)  The capacity of the service desk can be reduced to prevent users contacting it at busy times

Question 9

How is the Service Catalogue used to add value to the service provider organization?

Accepted Answer

A)  Providing a central source of information on the IT services delivered 
B)  Showing the business impact of a change 
C)  Displaying the relationships between configuration items 
D)  To predict the root cause of issues in the IT infrastructure 
A)  Providing a central source of information on the IT services delivered 
B)  Showing the business impact of a change 
C)  Displaying the relationships between configuration items 
D)  To predict the root cause of issues in the IT infrastructure

Question 10

Which of the following are classed as stakeholders in service management? 1. Customers
2) Users
3) Suppliers

Accepted Answer

A)  All of the above 
B)  1 and 3 only 
C)  1 and 2 only 
D)  2 and 3 only 
A)  All of the above 
B)  1 and 3 only 
C)  1 and 2 only 
D)  2 and 3 only

Question 11

How are groups, teams, departments and divisions classified?

Accepted Answer

A)  Processes 
B)  Functions 
C)  Roles 
D)  Technicians 
A)  Processes 
B)  Functions 
C)  Roles 
D)  Technicians

Question 12

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Accepted Answer

A)  Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization 
B)  Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced 
C)  Produce and maintain all necessary Service Transition packages 
D)  Measuring the effectiveness and efficiency of Service Design and the supporting processes 
A)  Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization 
B)  Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced 
C)  Produce and maintain all necessary Service Transition packages 
D)  Measuring the effectiveness and efficiency of Service Design and the supporting processes

Question 13

Which statement about metrics is CORRECT?

Accepted Answer

A)  Process metrics can be used to measure end-to-end service performance 
B)  Technology metrics can be used to measure component performance and availability 
C)  Process metrics can be used to measure the utilization of a supplier's network 
D)  Technology metrics can be used to determine the overall health of a process 
A)  Process metrics can be used to measure end-to-end service performance 
B)  Technology metrics can be used to measure component performance and availability 
C)  Process metrics can be used to measure the utilization of a supplier's network 
D)  Technology metrics can be used to determine the overall health of a process

Question 14

What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

Accepted Answer

A)  an emergency change 
B)  an alert 
C)  an emergency event 
D)  a request for change 
A)  an emergency change 
B)  an alert 
C)  an emergency event 
D)  a request for change

Question 15

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

Accepted Answer

A)  1 and 2 only 
B)  1 and 3 only 
C)  2 and 3 only 
D)  All of the above 
A)  1 and 2 only 
B)  1 and 3 only 
C)  2 and 3 only 
D)  All of the above

Question 16

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Accepted Answer

A)  Service level management 
B)  Service portfolio management 
C)  Request fulfilment 
D)  Demand management 
A)  Service level management 
B)  Service portfolio management 
C)  Request fulfilment 
D)  Demand management

Question 17

Which list includes information that would be collected when any incident is first logged?

Accepted Answer

A)  Unique reference number, escalation activity, incident priority 
B)  Unique reference number, incident priority, description of symptoms 
C)  Escalation activity, closure category, resolution date and time 
D)  Closure category, description of symptoms, resolution date and time 
A)  Unique reference number, escalation activity, incident priority 
B)  Unique reference number, incident priority, description of symptoms 
C)  Escalation activity, closure category, resolution date and time 
D)  Closure category, description of symptoms, resolution date and time

Question 18

What term describes assurance that a product or service will meet its agreed requirements?

Accepted Answer

A)  Underpinning contract 
B)  Warranty 
C)  Service level agreement 
D)  Utility 
A)  Underpinning contract 
B)  Warranty 
C)  Service level agreement 
D)  Utility

Question 19

Which one of the following does service metrics measure?

Accepted Answer

A)  Functions 
B)  Maturity and cost 
C)  The end-to-end service 
D)  Infrastructure availability 
A)  Functions 
B)  Maturity and cost 
C)  The end-to-end service 
D)  Infrastructure availability

Question 20

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

Accepted Answer

A)  Continual service improvement 
B)  Service operation 
C)  Service strategy 
D)  Service design 
A)  Continual service improvement 
B)  Service operation 
C)  Service strategy 
D)  Service design

Which one of the following is NOT part of the service design stage of the service lifecycle?

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

Where are the details of core and enhancing services provided?

Which process is responsible for the availability, confidentiality and integrity of data?

Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2) It is NOT necessary to be able to measure all the targets in an SLA

How should entries in the CSI register be categorized?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Which is an example of how service automation assists service automation assists service management?

How is the Service Catalogue used to add value to the service provider organization?

Which of the following are classed as stakeholders in service management? 1. Customers 2) Users 3) Suppliers

How are groups, teams, departments and divisions classified?

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Which statement about metrics is CORRECT?

What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

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

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which list includes information that would be collected when any incident is first logged?

What term describes assurance that a product or service will meet its agreed requirements?

Which one of the following does service metrics measure?

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

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Exam 2: ITIL Foundation

Which one of the following is NOT part of the service design stage of the service lifecycle?

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

Where are the details of core and enhancing services provided?

Which process is responsible for the availability, confidentiality and integrity of data?

Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2) It is NOT necessary to be able to measure all the targets in an SLA

How should entries in the CSI register be categorized?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Which is an example of how service automation assists service automation assists service management?

How is the Service Catalogue used to add value to the service provider organization?

Which of the following are classed as stakeholders in service management? 1. Customers 2) Users 3) Suppliers

How are groups, teams, departments and divisions classified?

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Which statement about metrics is CORRECT?

What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?

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

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which list includes information that would be collected when any incident is first logged?

What term describes assurance that a product or service will meet its agreed requirements?

Which one of the following does service metrics measure?

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters