1.

The Goal for Service Level Management is to maintain and improve the IT service quality through

a constant cycle of agreeing, monitoring and reporting upon IT service achievements Reporting and management of all services measuring existing services and the potential future requirements monitoring service failures, reduction of service risks 2. Good example of a service can be described as?

Unix Server Payroll Processing Firewall Wide Area Network 3. What is the role of the Emergency Change Advisory Board (ECAB)?

To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods To assist the Change Manager in evaluating Emergency Changes and to decide whether the changes should be approved To assist the Change Manager in speedier redressal change implementation issues within stakeholders To assist the Change Manager in implementing Emergency Changes 4. Functions are NOT described as?

Projects focusing on transformation A body of process knowledge Comprises activities, inputs and outputs Self-Contained units of organizations

5.

A service owner is responsible for which of the following?

Purchasing tools to support the service line Monitoring and improving the process Ensuring that the ongoing service delivery and support meet agreed customer requirements (a) Carrying out activities defined in the process 6. What is the purpose of the Request Fulfillment Process?

Dealing with Service Requests from the users Making sure all requests within an IT Organization are fulfilled Ensuring fulfillment of Change Requests Making sure the service level agreement (SLA) are met 7. Which of the following does the service pipeline consists of?

Resources engaged or released in various phases of the service lifecycle Services under development for a given market space or customer Complete set of services that are currently managed by a service provider Set of business outcomes facilitated by a service 8. Why should monitoring and measuring be used when trying to improve the services?

To validate, assign resources, purchase technology and train people To validate, direct, justify and intervene To validate, plan, act and improve To validate, measure, monitor and change 9. Application Management is not responsible for?

Developing functionality required by the business Managing applications through their lifecycle Assisting in the decision to build or buy new software Documenting and maintaining the technical skills required to manage and support applications 10. Which are the missing Service Operation processes from the following? I.Incident Management II.Problem Management III.Access Management IV.? V.?

Facilities Management and Event Management Event Management and Request Fulfillment Event Management and Service Desk Change Management and Service Level Management 11. If something cannot be measured, it should not be documented is a principle that applies to which of the following?

An incident management record The glossary of terms A service level agreement (SLA) A configuration Item (CI) 12. One of the important roles of the supplier manager can be,

Negotiating and agreeing operational level agreements Ensuring that all non-operational service are recorded within the service catalogue Assisting with the production and maintenance of an accurate service catalogue Ensuring value for money is from all IT suppliers

13.

What is the best definition of an Incident Model?

A type of Incident involving a standard (or model) type of Configuration Item (CI) A set of pre-defined steps to be followed when handling the Incident The template used to define the Incident logging form used to report Incidents An Incident that is easy to solve 14. Which of the following questions is NOT answered by Information Security Management?

How to implement the information security policies in the organization? What type of security tests need to be performed? How to create information security awareness in the organization? What are the pricing or chargeback models 15. Facilities Management refers to?

The Management of an outsourcing contract The Management of the physical IT environment, such as a Data Center The Management of IT services that are viewed as utilities, such as printers or network access The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure 16. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?

Insourcing relies on external organization(s) resources; outsourcing relies on internal resources Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning Insourcing relies on co-sourcing; outsourcing relies on partnerships

Insourcing relies on internal resources; outsourcing relies on external organization(s) resources 17. Which of the following can be considered as a direct benefit of using a service desk?

Enhanced focus and a proactive approach to service provision Managing the business relationships with the suppliers Usage of the Incident logging form to report Incidents Measuring, recording, analyzing and improving customer satisfaction 19. How does an organization use Resources and Capabilities in creating value?

They are used to create value to the IT organization for Service Support They are used to create value in the form of goods and services They are used to create value to the IT organization for Service Delivery They are used to create value in the form of output for production management 20. Which of the following would NOT be stored in the Definitive Media Library (DML)?

Master copies of software Backups of application data Software licenses Master copies of controlled documentation 21. Which of the following Critical Success Factors (CSFs) are CORRECT for Continuous Service Improvement (CSI) process? 1.Appointment of a CSI Manager 2.Adoption of CSI within the organization 3.Technology to support the CSI Initiative

1 and 2 only 1 and 3 only

2 and 3 only All of the above 22. Information is regularly exchanged between Problem Management and Change Management. What information is this?

Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs) RFCs from the Service Desk that Problem Management passes on to Change Management RFCs from the users that Problem Management passes on to Change Management RFCs resulting from Known Errors 23. Which of the following BEST describes the purpose of Event Management?

The ability to report on the successful delivery of services by checking the uptime of infrastructure devices The ability to detect events, make sense of them and determine the appropriate control action The ability to monitor and control the activities of technical staff The ability to implement monitoring tools 24. The priority of an Incident refers to?

The escalation path that will be followed to ensure resolution of the incident The number of staff that will be assigned to work on the Incident so that it is resolved in time The speed with which the Incident needs to be resolved The relative importance of the Incident based on impact and urgency 25. Which of these tasks is a task of Problem Management?

Co-ordination of all changes to the IT infrastructure.

Approval of all changes / modifications made to the Known-Error database. Classification of Requests for Change (RFCs). Recognizing user's requirements and subsequently implementing changes to the IT infrastructure 26. The main objective of Availability Management is?

To monitor and report availability of services and components To ensure that service availability matches or exceeds the agreed needs of the business To guarantee availability levels for services and components To ensure that all targets in Service Level Agreements (SLAs) are met 27. A Capacity Plan is used for,

Predict the impact of proposed changes. Manage the resources required to deliver IT services Identifying potential causes of problems Planning the required support for a new or changed IT service 28. "...a change to the infrastructure that follows an established path, is relatively common, and is the accepted solution to a specific requirement or set of requirements." Which change are we referring to?

Standard Change Urgent Change Normal Change Service Request 29. Which of the following is NOT the objective of the Release and deployment Management process?

Ensure a Release package can be built, installed, tested and deployed efficiently to a

deployment group Ensure there is a minimal unpredicted impact on the production services, operations and support organization Validate that a service is fit for purpose it will deliver the required performance with desired constraints removed Ensure Clear and comprehensive release and deployment plans 30. Which of the following will complete the Four P's of Service Strategy? 1. Perspectives 2. Positioning 3. Plan 4. ???

People Product Patterns Partners 31. What is the first activity when implementing a release?

Testing a release Designing and building a release Compiling the release schedule Communicating and preparing the release 32. Which of the following is the BEST definition for Underpinning Contract?

The third level in a hierarchy of support groups involved in the resolution of Incidents of problems A person, group, or Business that is not a part of the service level agreement for an IT service A contract between an IT service provider and a third party The process responsible for creating or modifying an IT service or Application

33.

Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1.Process Metrics 2.Supplier Metrics 3.Service Metrics 4.Technology Metrics 5. Business Metrics

2, 4 and 5 1, 2 and 3 1, 3 and 4 1, 2 and 4 34. Which is the correct sequence of events in the selection of a technology tool?

Selection Criteria, Requirements, Evaluate Product, Select Product Select Product, Requirements, Selection Criteria, Evaluate Product Requirements, Selection Criteria, Evaluate Product, Select Product Requirements, Selection Criteria, Select Product, Evaluate Product 35. Which of the following is NOT one of the ITIL core publications?

Service Optimization Service Transition Service Design Service Strategy 36. What is the RACI model used for?

Documenting the roles and relationships of stakeholders in a process or activity Defining requirements for a new service or process Creating a balanced scorecard showing the overall status of Service Management

Analyzing the business impact of an incident 37. Which of the following elements does the Service Design Package (SDP) consist of?

Infrastructure cost of adding new technology Organizational readiness assessment A database with information about the services Reporting mechanism of all services 38. Post Implementation Review means?

Completion of s scheduled activity An activity responsible for creating one or more plans Process responsible for managing the lifecycle of all problems A review that takes place after a change or a project has been implemented 1. The ITIL core is structure around?

A Transition Lifecycle A Service Lifecycle A Service Development Lifecycle An Operations Lifecycle