Question 1

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Accepted Answer

A)  Profit 
B)  Preparation 
C)  Products 
D)  Potential 
A)  Profit 
B)  Preparation 
C)  Products 
D)  Potential

Question 2

Which of the following is NOT an objective of Continual Service Improvement?

Accepted Answer

A)  Review and analyze Service Level Achievement results 
B)  Identify activities to improve the efficiency of service management processes 
C)  Improve the cost effectiveness of IT services without sacrificing customer satisfaction 
D)  Conduct activities to deliver and manage services at agreed levels to business users 
A)  Review and analyze Service Level Achievement results 
B)  Identify activities to improve the efficiency of service management processes 
C)  Improve the cost effectiveness of IT services without sacrificing customer satisfaction 
D)  Conduct activities to deliver and manage services at agreed levels to business users

Question 3

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

Accepted Answer

A)  Functions and Processes 
B)  Markets and Customers 
C)  Applications and Infrastructure 
D)  People, products and technology 
A)  Functions and Processes 
B)  Markets and Customers 
C)  Applications and Infrastructure 
D)  People, products and technology

Question 4

Which of the following is NOT an objective of service transition?

Accepted Answer

A)  To ensure that a service can be operated, managed and supported 
B)  To provide training and certification in project management 
C)  To provide quality knowledge and information about services and service assets 
D)  To plan and manage the capacity and resource requirements to manage a release 
A)  To ensure that a service can be operated, managed and supported 
B)  To provide training and certification in project management 
C)  To provide quality knowledge and information about services and service assets 
D)  To plan and manage the capacity and resource requirements to manage a release

Question 5

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

Accepted Answer

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

Question 6

The remediation plan should be evaluated at what point in the change lifecycle?

Accepted Answer

A)  Before the change is approved 
B)  Immediately after the change has failed and needs to be backed out 
C)  After implementation but before the post implementation review 
D)  After the post implementation review has identified a problem with the change 
A)  Before the change is approved 
B)  Immediately after the change has failed and needs to be backed out 
C)  After implementation but before the post implementation review 
D)  After the post implementation review has identified a problem with the change

Question 7

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Accepted Answer

A)  Data 
B)  Information 
C)  Knowledge 
D)  Governance 
A)  Data 
B)  Information 
C)  Knowledge 
D)  Governance

Question 8

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Accepted Answer

A)  Service Transition 
B)  Service Design 
C)  Service Strategy 
D)  Service Operation 
A)  Service Transition 
B)  Service Design 
C)  Service Strategy 
D)  Service Operation

Question 9

Which process is used to compare the value that new services offer with the value of the services they have replaced?

Accepted Answer

A)  Availability management 
B)  Capacity management 
C)  Service portfolio management 
D)  Service catalogue management 
A)  Availability management 
B)  Capacity management 
C)  Service portfolio management 
D)  Service catalogue management

Question 10

What is the primary focus of component capacity management?

Accepted Answer

A)  Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 
B)  Review of all capacity supplier agreements and underpinning contracts with supplier management 
C)  Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 
D)  Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion 
A)  Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology 
B)  Review of all capacity supplier agreements and underpinning contracts with supplier management 
C)  Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services 
D)  Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Question 11

What BEST defines IT service management?

Accepted Answer

A)  An organization supplying services to only external customers 
B)  The customer of an IT service provider who defines and agrees the service targets 
C)  The implementation and management of quality IT services that meet business needs 
D)  The resources that are utilized to provide value to customers through services 
A)  An organization supplying services to only external customers 
B)  The customer of an IT service provider who defines and agrees the service targets 
C)  The implementation and management of quality IT services that meet business needs 
D)  The resources that are utilized to provide value to customers through services

Question 12

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

Accepted Answer

A)  Following a full change advisory board (CA
B)  to resolve any outstanding agenda items 
B)  During peak or holiday periods when emergencies are more likely to occur 
C)  In an emergency situation when it is not possible to convene a full CAB 
D)  Outside the normal working hours of the business unit 
A)  Following a full change advisory board (CA
B)  to resolve any outstanding agenda items 
B)  During peak or holiday periods when emergencies are more likely to occur 
C)  In an emergency situation when it is not possible to convene a full CAB 
D)  Outside the normal working hours of the business unit

Question 13

What is the BEST description of a change proposal?

Accepted Answer

A)  Any request for change (RF
C)  submitted to change management 
B)  An authorized change submitted to release and deployment 
C)  An RFC that must be implemented as soon as possible 
D)  A justification for a change with significant cost or risk 
A)  Any request for change (RF
C)  submitted to change management 
B)  An authorized change submitted to release and deployment 
C)  An RFC that must be implemented as soon as possible 
D)  A justification for a change with significant cost or risk

Question 14

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 order to answer the question "Did we get there?"

Accepted Answer

A)  Service Strategy 
B)  Service Design 
C)  Service Operation 
D)  Service Transition 
A)  Service Strategy 
B)  Service Design 
C)  Service Operation 
D)  Service Transition

Question 15

Which is an example of improving service utility using service management automation?

Accepted Answer

A)  Pre-determined routing of a service request 
B)  Reducing the time to compile service data 
C)  Monitoring service availability 
D)  Faster resource allocation 
A)  Pre-determined routing of a service request 
B)  Reducing the time to compile service data 
C)  Monitoring service availability 
D)  Faster resource allocation

Question 16

What is the CORRECT definition of service management?

Accepted Answer

A)  A set of specialized assets for transitioning services into the live operational environment 
B)  A set of specialized organizational capabilities for delivering value to customers in the form of services 
C)  The capability of suppliers to deliver services to providers in exchange for money 
D)  The capability of service providers to minimize their costs without reducing the value of the services 
A)  A set of specialized assets for transitioning services into the live operational environment 
B)  A set of specialized organizational capabilities for delivering value to customers in the form of services 
C)  The capability of suppliers to deliver services to providers in exchange for money 
D)  The capability of service providers to minimize their costs without reducing the value of the services

Question 17

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Accepted Answer

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 pre-defined approval and qualification process exists 
C)  Provision of information used to compare actual performance against design standards 
D)  Provision of information to users and customers about the availability of services and the procedure for obtaining them 
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 pre-defined approval and qualification process exists 
C)  Provision of information used to compare actual performance against design standards 
D)  Provision of information to users and customers about the availability of services and the procedure for obtaining them

Question 18

Which is a recommended response type to respond to either a threat or an opportunity?

Accepted Answer

A)  Fallback 
B)  Reject 
C)  Share 
D)  Reduce 
A)  Fallback 
B)  Reject 
C)  Share 
D)  Reduce

Question 19

Which of the following is the BEST description of a Business Case?

Accepted Answer

A)  A decision support and planning tool that projects the likely consequences of a business action 
B)  A portable device designed for the secure storage and transportation of important documents 
C)  A complaint by the business about a missed service level. 
D)  The terms and conditions in an IT outsource contract. 
A)  A decision support and planning tool that projects the likely consequences of a business action 
B)  A portable device designed for the secure storage and transportation of important documents 
C)  A complaint by the business about a missed service level. 
D)  The terms and conditions in an IT outsource contract.

Question 20

What is IT Governance concerned with?

Accepted Answer

A)  Measuring and improving the efficiency and effectiveness of IT processes 
B)  Ensuring that IT processes support the organization's strategies and objectives 
C)  Reducing the total cost of providing services to the business 
D)  Ensuring that targets documented in Service Level Agreements (SLAs) are met 
A)  Measuring and improving the efficiency and effectiveness of IT processes 
B)  Ensuring that IT processes support the organization's strategies and objectives 
C)  Reducing the total cost of providing services to the business 
D)  Ensuring that targets documented in Service Level Agreements (SLAs) are met

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which of the following is NOT an objective of Continual Service Improvement?

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

Which of the following is NOT an objective of service transition?

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

The remediation plan should be evaluated at what point in the change lifecycle?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Which process is used to compare the value that new services offer with the value of the services they have replaced?

What is the primary focus of component capacity management?

What BEST defines IT service management?

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

What is the BEST description of a change proposal?

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 order to answer the question "Did we get there?"

Which is an example of improving service utility using service management automation?

What is the CORRECT definition of service management?

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Which is a recommended response type to respond to either a threat or an opportunity?

Which of the following is the BEST description of a Business Case?

What is IT Governance concerned with?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 2: ITIL Foundation

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which of the following is NOT an objective of Continual Service Improvement?

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

Which of the following is NOT an objective of service transition?

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

The remediation plan should be evaluated at what point in the change lifecycle?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Which process is used to compare the value that new services offer with the value of the services they have replaced?

What is the primary focus of component capacity management?

What BEST defines IT service management?

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

What is the BEST description of a change proposal?

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 order to answer the question "Did we get there?"

Which is an example of improving service utility using service management automation?

What is the CORRECT definition of service management?

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Which is a recommended response type to respond to either a threat or an opportunity?

Which of the following is the BEST description of a Business Case?

What is IT Governance concerned with?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters