1.
Which of the following is NOT a step in the Continual Service Improvement (CSI)
model?
a) What is the vision?
b) Did we get there?
c) Is there budget?
d) Where are we now?
2. What is the RACI model used for?
a) Documenting the roles and relationships of stakeholders in a process or activity
b) DeIining requirements Ior a new service or process
c) Analyzing the business impact oI an incident
d) Creating a balanced scorecard showing the overall status oI Service Management
3. What is the main reason for establishing a baseline?
a) To standardize operation
b) For knowing the cost oI services provided
c) For roles and responsibility to be clear
d) For later comparison
4. Which of the following is NOT an objective of Service Operation?
a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the perIormance oI technology and processes
. Which of the following statements is CORRECT about patterns of demand generated by
the customer`s business?
a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to inIluence demand patterns
d) They are driven by the delivery schedule generated by capacity management
6. Which of the following is NOT one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
7. Which of the following statements is CORRECT?
1. Only one person can be responsible Ior an activity
2. Only one person can be accountable Ior an activity
a) All oI the above
b) 1 only
c) 2 only
d) None oI the above
. Which is the correct sequence of events in the selection of a technology tool?
a) Select Product, Requirements, Selection Criteria, Evaluate Product
b) Selection Criteria, Requirements, Evaluate Product, Select Product
c) Requirements, Selection Criteria, Select Product, Evaluate Product
d) Requirements, Selection Criteria, Evaluate Product, Select Product
9. 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
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4
d) 1, 2 and 4
10. The priority of an Incident refers to?
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number oI staII that will be assigned to work on the Incident so that it is resolved in time
d) The escalation path that will be Iollowed to ensure resolution oI the incident
11. The goal of Service Asset and Configuration Management is to?
a) Account Ior all Iinancial assets oI the organization
b) Provide a logical model of the IT infrastructure, correlating IT services and different IT
components needed to deliver the services
c) Build service models to justiIy the ITIL implementations
d) Implement ITIL across the organization
12. Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
a) Event management and Request Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management
13. Which of the following identifies two Service Portfolio components within the Service
Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements PortIolio
d) Requirements PortIolio and ConIiguration Management System
14. Which of the following areas would technology help to support during the Service
Design phase of the LiIecycle?
1. Hardware and SoItware design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only
1. Business drivers and requirements for a new service should be considered during?
a) Review oI the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) oI a change
d) Decommissioning legacy servers
16. The BEST definition of an event is?
a) An occurrence where a perIormance threshold has been exceeded and an agreed Service Level
has already been impacted
b) An occurrence that is significant for the management of the IT infrastructure or delivery
of services
c) A known system deIect that generates multiple incident reports
d) A planned meeting oI customers and IT staII to announce a new service or improvement
program
17. What does the Service V model represent?
a) A strategy Ior the successIul completion oI all Service Management projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of
resources
c) Levels oI ConIiguration and testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user oI services
1. Technical Management is NOT responsible for?
a) Maintenance oI the technical inIrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT
inIrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis oI, and recovery Irom, technical Iailures
19. The following options are considered within which process?
1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual
a) Incident Management
b) Release and Deployment Management
c) Service Asset and ConIiguration Management
d) Service Catalogue Management
20. Which of the following activities is Service Level Management responsible for?
a) Design the conIiguration management system Irom a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about service
21. When analyzing an outcome for creation of value for customers, what attributes of the
service should be considered?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology
22. Setting policies and objectives is the primary concern of which of the following elements
of the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service
Improvement
23. Which of the following BEST describes the purpose of Event Management?
a) The ability to detect events, make sense of them and determine the appropriate control
action
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities oI technical staII
d) The ability to report on the successIul delivery oI services by checking the uptime oI
inIrastructure devices
24. Consider the following statements:
1. CSI provides guidance on how to improve process eIIiciency and eIIectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement oI all phases oI the service liIecycle
4. CSI provides guidance on the measurement oI processes and services
Which oI the above statements is CORRECT?
a) 1 and 2 only
b) 2 only
c) 1, 2 and 3 only
d) All of the above
2. Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations
2. They are selI-contained units with their own capabilities and resources
3. They rely on processes Ior cross-Iunctional coordination and control
4. They are costlier to implement compared to processes
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All oI the above
d) None oI the above
26. If an organization is able to become more proactive in its ITSM processes, what is likely
to happen to support costs?
a) They are likely to increase gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are likely to reduce initially and then gradually return to current level
27. Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Management negotiates internal and external agreements to support the
delivery of services
b) Supplier Management ensures that suppliers meet business expectations
c) Supplier Management maintains inIormation in a Supplier and Contracts Database
d) Supplier Management should be involved in all stages oI the service liIecycle, Irom Strategy
through Design and Transition to Operations and Improvement
2. Which of the following BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak one language
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could be in any physical location but uses telecommunications and IT
systems to make it appear that they are in the same location
29. What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made during particularly
volatile business periods
b) To assist the Change Manager in implementing emergency changes
c) To assist the Change Manager in evaluating emergency changes and to decide whether
the change should be approved
d) To assist the Change Manager in speeding up the emergency change process so that no
unacceptable delays occur.
30. Which of the following is a good use of a baseline?
a) The desired end state oI a project
b) A marker or starting point for later comparison
c) The current desktop models in use
d) The type oI testing to be done Ior a release
31. The main objective of Availability Management is?
a) To monitor and report availability oI services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels Ior services and components
d) To ensure that service availability matches or exceeds the agreed needs of the business
32. Operations Control refers to?
a) The managers oI the Technical and Applications Management Iunctions
b) Overseeing the execution and monitoring of IT operational events and activities
c) The tools used to monitor and display the status oI the IT InIrastructure and Applications
d) The situation where the Service Desk is required to monitor the status oI the inIrastructure
when Operators are not available
33. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a speciIic result
4. It responds to a speciIic event
5. It delivers its primary result to a customer or stakeholder
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and only
d) All oI the above
34. Which of the following is NOT an example of a Service Request?
a) A user calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to change the functionality of an
application
c) A Manager submits a request Ior a new employee to be given access to an application
d) A user logs onto an internal website to download a licensed copy oI soItware Irom a list oI
approved options
3. A Service Level Package is best described as?
a) A definite level of utility and warranty associated with a core service package
b) A description oI customer requirements used to negotiate a Service Level Agreement
c) A description oI the value that the customer wants and Ior which they are willing to pay
d) A document showing the Service Levels achieved during an agreed reporting period
36. Incident Management has a value to the business by?
a) Helping to control inIrastructure cost oI adding new technology
b) Enabling users to resolve Problems
c) Helping to align people and process Ior the delivery oI service
d) Contributing to the reduction of impact
37. A Service owner is responsible for which of the following?
a) Recommending improvements
b) Designing and documenting a Service
c) Carrying out the Service Operations activities needed to support a Service
d) Producing a balanced scorecard showing the overall status oI all Services
3. The four stages of the Deming Cycle are?
a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit
d) Plan, Do, Check, Act
39. What is the CORRECT order of the first four activities in the 7 Step Improvement
Process?
a) Define what you should measure, define what you can measure, gather data and process
data
b) Gather data, process data, analyze data and present data
c) What is the vision, where are we now, what do we want to be, how do we get there?
d) Gather data, process data, deIine what you should measure and deIine what you can measure
40. Which of the following statements is CORRECT for all processes?
a) They deIine activities, roles, responsibilities, Iunctions and metrics
b) They create value for stakeholders
c) They are carried out by a Service Provider in support oI a Customer
d) They are units oI organizations responsible Ior speciIic outcomes
1 1he I1IL V3 core |s best descr|bed as?
a) An CperaLlons Llfecycle
b) An l1 ManagemenL Llfecycle
c) A Serv|ce L|fecyc|e
) An lnfrasLrucLure Llfecycle
Wh|ch aspect of Serv|ce Des|gn |s m|ss|ng from the ||st be|ow?
1he eslgn of servlces
2 1he eslgn of Servlce ManagemenL sysLems an Lools
3 1he eslgn of Lechnology archlLecLure an managemenL sysLems
4 1he eslgn of Lhe processes requlre
?
a) 1he eslgn of luncLlons
b) 1he eslgn of Servlce Level AgreemenLs
c) 1he eslgn of appllcaLlons
d) 1he des|gn of measurement systems methods and metr|cs
3 Wh|ch of the fo||ow|ng ko|es |s respons|b|e for |dent|fy|ng opportun|t|es for |mprovement?
Servlce Cwner
2 ConLlnual Servlce lmprovemenL (CSl) Manager
3 rocess Cwner
a) an 2 only
b) an 3 only
c) A|| of the above
) 2 an 3 only
Learn|ng and |mprovement |s the pr|mary concern of wh|ch of the fo||ow|ng e|ements of
the Serv|ce L|fecyc|e?
a) Servlce SLraLegy Servlce ueslgn Servlce 1ranslLlon Servlce CperaLlon an ConLlnual Servlce
lmprovemenL
b) Servlce SLraLegy Servlce 1ranslLlon an Servlce CperaLlon
c) Servlce CperaLlon an ConLlnual Servlce lmprovemenL
d) Cont|nua| Serv|ce Improvement
S Wh|ch of the fo||ow|ng |s the most appropr|ate approach to carry|ng out Serv|ce
Cperat|ons?
a) 1he lnLernal l1 vlew ls mosL lmporLanL as Servlce CperaLlons has Lo monlLor an manage Lhe
lnfrasLrucLure
b) Serv|ce Cperat|ons shou|d ma|nta|n a ba|ance between an |nterna| I1 v|ew and an externa|
bus|ness v|ew
c) 1he exLernal buslness vlew ls mosL lmporLanL as Servlce CperaLlons ls Lhe place where value
ls reallze an Lhe cusLomer obLalns Lhe beneflL of Lhe servlces
) l1 CperaLlons oes noL Lake an lnLernal or exLernal vlew as Lhey execuLe processes eflne
by Servlce ueslgn
Wh|ch of the fo||ow|ng statements about the Serv|ce Desk are CCkkLC1?
1he Servlce uesk ls a funcLlon LhaL provles a means of communlcaLlon beLween l1 an lLs
users for all operaLlonal lssues
2 1he Servlce uesk ls always Lhe owner of Lhe lnclenL ManagemenL process
a) 2 only
b) 1 on|y
c) All of Lhe above
) none of Lhe above
now does an organ|zat|on use kesources and Capab|||t|es |n creat|ng va|ue?
a) 1hey are use Lo creaLe value ln Lhe form of ouLpuL for proucLlon managemenL
b) 1hey are used to create va|ue |n the form of goods and serv|ces
c) 1hey are use Lo creaLe value Lo Lhe l1 organlzaLlon for Servlce SupporL
) 1hey are use Lo creaLe value Lo Lhe l1 organlzaLlon for Servlce uellvery
In wh|ch core pub||cat|on can you f|nd deta||ed descr|pt|ons of the fo||ow|ng?
Servlce orLfollo ManagemenL
2 ueman ManagemenL
3 llnanclal ManagemenL
a) Servlce CperaLlons
b) Serv|ce Strategy
c) Servlce 1ranslLlon
) ConLlnual Servlce lmprovemenL
Wh|ch of the fo||ow|ng statements 8LS1 descr|bes the ro|e of Commun|cat|on dur|ng
Serv|ce Cperat|on?
a) CommunlcaLlon ls eflne as parL of all processes an ls execuLe ln Servlce CperaLlon
b) CommunlcaLlon ls a separaLe process LhaL nees Lo be eflne an execuLe wlLh Servlce
CperaLlon
c) Good commun|cat|on |s essent|a| for successfu| Serv|ce Cperat|on [ust as |t |s for any other
phase of the L|fecyc|e
) CommunlcaLlon ls more lmporLanL ln Servlce CperaLlon Lhan ln any oLher sLage of Lhe Servlce
Llfecycle
10 A rocess owner |s respons|b|e for wh|ch of the fo||ow|ng?
a) urchaslng Lools Lo supporL Lhe rocess
b) Lnsurlng LhaL LargeLs speclfle ln an SLA are meL
c) Carrylng ouL acLlvlLles eflne ln Lhe rocess
d) Mon|tor|ng and |mprov|ng the rocess
11 Demand Management |s pr|mar||y used to?
a) lncrease cusLomer value
b) L||m|nate excess capac|ty needs
c) lncrease Lhe value of l1
) Allgn buslness wlLh l1 cosL
1 Wh|ch of the fo||ow|ng |s NC1 an advantage of organ|z|ng Cont|nua| Serv|ce Improvement
(CSI) us|ng the kACI mode|?
a) laclllLaLes clear communlcaLlon an workflow pracLlce across all parLles lnvolve ln Lhe CSl
program
b) Clarlfles Lhe roles an responslblllLles of lnlvlual ln Lhe CSl program whlch coul oLherwlse
be overlapplng an confuslng
c) lenLlfles where lnLernal Servlce Level AgreemenLs (SLAs) can be esLabllshe Lo lmplemenL
CSl
d) rov|des a c|ear focus for match|ng the CSI processes to f|nanc|a| p|ann|ng
13 Wh|ch of the fo||ow|ng are ob[ect|ves of the ke|ease and Dep|oyment Management
process?
1o ensure Lhere are clear release an eploymenL plans
2 1o ensure LhaL skllls an knowlege are Lransferre Lo operaLlons an supporL sLaff
3 1o ensure Lhere ls mlnlmal unprelcLe lmpacL on proucLlon servlces
4 1o provle cosL [usLlflable l1 capaclLy LhaL ls maLche Lo Lhe nees of Lhe buslness
a) 1 and 3 on|y
b) All of Lhe above
c) an 3 only
) 3 an 4 only
1 Wh|ch of the fo||ow|ng quest|ons |s NC1 answered by Serv|ce ortfo||o Management?
a) Pow shoul our resources an capablllLles be allocaLe?
b) What opportun|t|es are there |n the market?
c) Why shoul a cusLomer buy Lhese servlces?
) WhaL are Lhe prlclng or chargeback moels?
1S Wh|ch of the fo||ow|ng statements are NC1 |nc|uded |n Access Management?
verlfylng Lhe lenLlLy of users requesLlng access Lo servlces
2 SeLLlng Lhe rlghLs or prlvlleges of sysLems Lo allow access Lo auLhorlze users
3 ueflnlng securlLy pollcles for sysLem access
4 MonlLorlng Lhe avallablllLy of sysLems LhaL users shoul have access Lo
a) 3 and on|y
b) an 3 only
c) 2 an 3 only
) an 2 only
1 App||cat|on Management |s NC1 respons|b|e for?
a) uocumenLlng an malnLalnlng Lhe Lechnlcal skllls requlre Lo manage an supporL
AppllcaLlons
b) Managlng appllcaLlons Lhrough Lhelr llfecycle
c) AsslsLlng ln Lhe eclslon Lo bull or buy new sofLware
d) Deve|op|ng operat|ona| funct|ona||ty requ|red by the bus|ness
1 If someth|ng cannot be measured |t shou|d not be documented w|th|n wh|ch of the
fo||ow|ng?
a) 1he Clossary of 1erms
b) A Serv|ce Leve| Agreement
c) An lnclenL ManagemenL recor
) A ConflguraLlon lLem (Cl)
1 What |s the purpose of the kequest Iu|f|||ment rocess?
a) Dea||ng w|th Serv|ce kequests from the users
b) Maklng sure all requesLs wlLhln an l1 CrganlzaLlon ls fulfllle
c) Lnsurlng fulflllmenL of Change 8equesLs
) Maklng sure Lhe Servlce Level AgreemenL ls meL
1 Wh|ch of the fo||ow|ng areas wou|d techno|ogy he|p to support dur|ng the Serv|ce
1rans|t|on phase of the ||fecyc|e?
uaLa mlnlng an workflow Lools
2 MeasuremenL an reporLlng sysLems
3 8elease an ueploymenL Lechnology
4 rocess ueslgn
a) 1 and 3 on|y
b) 3 an 4 only
c) 2 3 an 4 only
) All of Lhe above
0 Wh|ch of the fo||ow|ng statements |s CCkkLC1 about 'good pract|ce'?
a) lL can be use Lo rlve an organlzaLlon forwar
b) It |s someth|ng that |s |n w|de |ndustry use
c) lL ls always ocumenLe ln lnLernaLlonal sLanars
) lL ls always base on l1lL
1 Cons|der the fo||ow|ng statements
A rocess shoul be Lraceable Lo a speclflc Lrlgger
2 A characLerlsLlc of Lhe rocess" ls LhaL lL ls performance rlven an able Lo be measure
Whlch of Lhe above sLaLemenLs are CC88LC1?
a) only
b) A|| of the above
c) none of Lhe above
) 2 only
"Warranty of a serv|ce" means wh|ch of the fo||ow|ng?
a) 1he servlce ls flL for purpose
b) 1here wlll be no fallures ln appllcaLlons an lnfrasLrucLure assoclaLe wlLh Lhe servlce
c) All servlcerelaLe problems are flxe free of charge for a cerLaln perlo of Llme
d) Customers are assured of certa|n |eve|s of ava||ab|||ty capac|ty cont|nu|ty and secur|ty
3 1he ob[ect|ve of Serv|ce Asset and Conf|gurat|on Management |s most accurate|y
descr|bed as?
a) 1o unersLan Lhe performance characLerlsLlcs of asseLs an ConflguraLlon lLems (Cls) ln
orer Lo maxlmlze Lhelr conLrlbuLlon Lo servlce levels
b) 1o manage servlce asseLs an Cls from an operaLlonal perspecLlve
c) 1o ensure LhaL asseLs an Cls ellver Lhe buslness ouLcomes Lhey were eslgne Lo achleve
d) 1o def|ne and contro| the components of serv|ces and |nfrastructure and ma|nta|n accurate
conf|gurat|on records
A Serv|ce Cata|ogue shou|d conta|n wh|ch of the fo||ow|ng?
a) 1he verslon lnformaLlon of all sofLware
b) 1he organlzaLlonal sLrucLure of Lhe company
c) AsseL lnformaLlon
d) Deta||s of a|| operat|ona| serv|ces
S Iac|||t|es Management refers to?
a) 1he ManagemenL of l1 servlces LhaL are vlewe as uLlllLles" such as prlnLers or neLwork
access
b) 1he ManagemenL of an ouLsourclng conLracL
c) 1he Management of the phys|ca| I1 env|ronment such as a Data Center
) 1he procuremenL an malnLenance of Lools LhaL are use by l1 operaLlons sLaff Lo malnLaln
Lhe lnfrasLrucLure
When p|ann|ng and |mp|ement|ng a Cont|nua| Serv|ce Improvement (CSI) |n|t|at|ve wh|ch
of the fo||ow|ng benef|ts |s LLAS1 usefu| |n support|ng a bus|ness case?
a) 8euce Lechnology lnvesLmenL by $m ue Lo more accuraLe capaclLy an performance
moellng processes
b) 8euce supporL manpower eman by 30 ue Lo auLomaLe lnclenL an problem
managemenL processes
c) Improve emp|oyee mora|e and therefore create better re|at|onsh|ps between I1 and
bus|ness un|ts
) 8euce roblem resoluLlon by 0 an mlnlmlze crlLlcal sysLem ouLages
Wh|ch of the fo||ow|ng wou|d NC1 be stored |n the Def|n|t|ve Med|a L|brary (DML)?
a) MasLer coples of sofLware
b) 8ackups of app||cat|on data
c) SofLware llcenses
) MasLer coples of conLrolle ocumenLaLlon
1he ob[ect|ve of the Change Management process |s most accurate|y descr|bed as?
a) Lnsur|ng that a|| changes are recorded managed tested and |mp|emented |n a contro||ed
manner
b) Lnsurlng LhaL changes Lo l1 lnfrasLrucLure are manage efflclenLly an effecLlvely
c) Lnsurlng LhaL all changes have approprlaLe backouL plans ln Lhe evenL of fallure
) roLecLlng servlces by noL allowlng changes Lo be mae
Iunct|ons are best descr|bed as?
a) WlLhouL Lhelr own boy of knowlege
b) Close loop sysLems
c) Se|fConta|ned un|ts of organ|zat|ons
) locuslng on LransformaLlon Lo a goal
30 What |s the best def|n|t|on of an Inc|dent Mode|?
a) 1he LemplaLe use Lo eflne Lhe lnclenL logglng form use Lo reporL lnclenLs
b) A Lype of lnclenL lnvolvlng a sLanar (or moel) Lype of ConflguraLlon lLem (Cl)
c) A set of predef|ned steps to be fo||owed when dea||ng w|th a known type of Inc|dent
) An lnclenL LhaL ls easy Lo solve
31 Wh|ch of the fo||ow|ng statements CCkkLC1L def|nes Insourc|ng and Cutsourc|ng
de||very mode| opt|ons?
a) Insourc|ng re||es on |nterna| resources outsourc|ng re||es on externa| organ|zat|on(s)
resources
b) lnsourclng relles on exLernal organlzaLlon(s) resources ouLsourclng relles on lnLernal
resources
c) lnsourclng relles on cosourclng ouLsourclng relles on parLnershlps
) lnsourclng relles on knowlege process ouLsourclng ouLsourclng relles on appllcaLlon servlce
provlslonlng
3 Why shou|d mon|tor|ng and measur|ng be used when try|ng to |mprove serv|ces?
a) 1o va||date d|rect [ust|fy and |ntervene
b) 1o vallaLe measure monlLor an change
c) 1o vallaLe plan acL an lmprove
) 1o vallaLe asslgn resources purchase Lechnology an Lraln people
33 A benef|t of us|ng Serv|ce Des|gn too|s |s?
a) 1o he|p ensure that standards and convent|ons are fo||owed
b) 1o help ensure LhaL evenLs are eLecLe as qulckly as posslble
c) 1o help enable lfferenL appllcaLlons Lo work LogeLher
) 1o help lmplemenL archlLecLures LhaL supporL Lhe buslness sLraLegy
3 Wh|ch of the fo||ow|ng |s the CCkkLC1 descr|pt|on of the Iour 's of Serv|ce Des|gn?
a) A four sLep process for Lhe eslgn of effecLlve Servlce ManagemenL
b) A eflnlLlon of Lhe people an proucLs requlre for successful eslgn
c) A seL of quesLlons LhaL shoul be aske when revlewlng eslgn speclflcaLlons
d) 1he four ma[or areas that need to be cons|dered |n the des|gn of effect|ve Serv|ce
Management
3S Cons|der the fo||ow|ng statements
Servlce 1ranslLlon provles gulance on movlng new an change servlces lnLo proucLlon
2 Servlce 1ranslLlon provles gulance on LesLlng
3 Servlce 1ranslLlon provles gulance on Lhe Lransfer of servlces Lo or from an exLernal servlce
provler
Whlch of Lhe above sLaLemenLs ls CC88LC1?
a) an 2 only
b) only
c) A|| of the above
) an 3 only
3 Wh|ch |s the f|rst act|v|ty of the Cont|nua| Serv|ce Improvement (CSI) mode|?
a) Assess Lhe currenL buslness slLuaLlon
b) Understand h|gh|eve| bus|ness requ|rements
c) Agree on prlorlLles for lmprovemenL
) CreaLe an verlfy a plan
3 An Inc|dent occurs when
A user ls unable Lo access a servlce urlng servlce hours
2 An auLhorlze l1 sLaff member ls unable Lo access a servlce urlng servlce hours
3 A reunanL neLwork segmenL falls an Lhe user ls noL aware of any lsrupLlon Lo servlce
4 A user conLacLs Lhe Servlce uesk abouL slow performance of an appllcaLlon
Whlch of Lhe above sLaLemenLs ls CC88LC1?
a) A|| of the above
b) an 4 only
c) 2 an 3 only
) none of Lhe above
3 Wh|ch process rev|ews Cperat|ona| Leve| Agreements (CLAs) on a regu|ar bas|s?
a) Suppller ManagemenL
b) Serv|ce Leve| Management
c) Servlce orLfollo ManagemenL
) ConLracL ManagemenL
3 1he Step Improvement rocess can most accurate|y be descr|bed as?
a) 1he Seven 's of ConLlnual Servlce lmprovemenL (CSl)
b) A servlce lmprovemenL meLhoology base on Lhe uemlng Cycle
c) A seL of roles an responslblllLles for managlng servlce lmprovemenLs
d) A process for def|n|ng what |s to be measured gather|ng the data process|ng the data and
us|ng |t to take correct|ve act|on
0 1he Informat|on Secur|ty o||cy shou|d be ava||ab|e to wh|ch groups of peop|e?
a) Senlor buslness managers an all l1 sLaff
b) Senlor buslness managers l1 execuLlves an Lhe SecurlLy Manager
c) A|| customers users and I1 staff
) lnformaLlon SecurlLy ManagemenL sLaff only
Answers to ITIL V3 Sample Paper 2:
01 c 0 d 03 c 0 d 0S b 0 d 0 b 0 b 0 c 10 d
11 b 1 d 13 a 1 b 1S a 1 d 1 b 1 a 1 a 0 b
1 b d 3 d d S c c b a c 30 c
31 a 3 a 33 a 3 d 3S c 3 b 3 a 3 b 3 d 0 c
1 Wh|ch of the fo||ow|ng best means Comb|nat|on of Interna| Lxterna| Sourc|ng?
A lnLernal Sourclng
8 LxLernal Sourclng
C CoSourc|ng
u Manage Servlces
Ma[or Inc|dents requ|re?
A Separate procedures
8 Less urgency
C Longer Llmescales
u Less ocumenLaLlon
3 Wh|ch of the fo||ow|ng CANNC1 be stored and managed by a too|?
A knowlege
8 lnformaLlon
C W|sdom
u uaLa
1he spe|| check modu|e of a wordprocess|ng software package conta|ns a number of errors 1he
Deve|opment department has corrected these errors |n a new vers|on Wh|ch process |s respons|b|e
for ensur|ng th|s updated vers|on |s tested?
A ConflguraLlon ManagemenL
8 lnclenL ManagemenL
C roblem ManagemenL
D ke|ease Management
S 1he |anDoCheckAct cyc|e can be used to p|an and |mp|ement Serv|ce Management rocesses
now many t|mes shou|d each stage of the cyc|e be v|s|ted?
A 1here shoul be a slngle lan an uo an Lhen Check an AcL shoul be carrle ouL mulLlple Llmes Lo
lmplemenL ConLlnual lmprovemenL
8 Lach stage shou|d be carr|ed out once |n the order |anDoCheckAct
C 1he enLlre cycle shoul be repeaLe mulLlple Llmes Lo lmplemenL ConLlnual lmprovemenL
u 1here shoul be a slngle n Lhen Lhe uoCheckAcL cycle shoul be repeaLe mulLlple Llmes Lo
lmplemenL ConLlnual lmprovemenL
Cons|der the fo||ow|ng statements
rocesses" shoul be lmplemenLe ln such a way LhaL Lhe 8ole" an luncLlon" ln an organlzaLlon
are eflne
2 1he 8ACl moel ls beneflclal Lo eslgn luncLlon"
Whlch of Lhe above sLaLemenLs are CC88LC1?
A Cnly
8 8oLh of Lhe above
C nelLher of Lhe above
D on|y
Wh|ch of the fo||ow|ng |s the process rather than a department?
A AppllcaLlon ManagemenL
8 CperaLlons ManagemenL
C Servlce uesk
D Ava||ab|||ty Management
Wh|ch of the fo||ow|ng statements fu||y descr|bes the a|m of ke|ease and Dep|oyment
Management?
A 1o bu||d test and de||ver the capab|||ty to prov|de the serv|ces spec|f|ed by Serv|ce Des|gn and that
w||| accomp||sh the stakeho|ders' requ|rements and de||ver the Intended ob[ect|ves
8 1o ensure LhaL each release package speclfle by Servlce ueslgn conslsLs of a seL of relaLe asseLs an
servlce componenLs LhaL are compaLlble wlLh each oLher
C 1o ensure LhaL all release an eploymenL packages can be Lracke lnsLalle LesLe verlfle an$or
unlnsLalle or backe ouL lf approprlaLe
u 1o recor an manage evlaLlons rlsks an lssues relaLe Lo Lhe new or change servlce
Wh|ch of the fo||ow|ng may be def|ned |n a process?
8oles
2 AcLlvlLles
3 luncLlons
4 Culellnes
SLanars
6 Covernance lramework
A 2 3 an only
8 All of Lhe above
C 2 an 6 only
D 1 and S on|y
10 A Serv|ce rov|der |s?
A An organlzaLlon supplylng servlces Lo one or more exLernal cusLomers
8 An organ|zat|on supp|y|ng serv|ces to one or more |nterna| customers or externa| customers
C An organlzaLlon supplylng servlces Lo one or more lnLernal cusLomers
u An organlzaLlon supplylng l1 servlces
11 Wh|ch I1IL process has the ob[ect|ve of he|p|ng to mon|tor the I1 serv|ces by ma|nta|n|ng a |og|ca|
mode| of the I1 |nfrastructure and I1 serv|ces?
A CapaclLy ManagemenL
8 Change ManagemenL
C Conf|gurat|on Management
u llnanclal ManagemenL for l1 servlces
1 1he Des|gn Manager Is respons|b|e for the overa|| coord|nat|on and dep|oyment of qua||ty so|ut|on
des|gns for serv|ces and processes Wh|ch of the fo||ow|ng are NC1 respons|b|||t|es |nc|uded In th|s
ro|e?
A rouce an malnLaln all necessary Servlce 1ranslLlon ackages
8 roduce qua||ty secure and res|||ent des|gns for new or |mproved serv|ces techno|ogy arch|tecture
processes or measurement systems that meet a|| the agreed current and future I1 requ|rements of the
organ|zat|on
C 1ake Lhe overall Servlce SLraLegles an ensure Lhey are reflecLe ln Lhe Servlce ueslgn process an Lhe
servlce eslgns LhaL are prouce
u Measurlng Lhe effecLlveness an efflclency of Lhe Servlce ueslgn an supporLlng processes
13 Cf wh|ch I1IL process are ke||ab|||ty Serv|ceab|||ty and Ma|nta|nab|||ty components?
A l1 Servlce ConLlnulLy ManagemenL
8 Servlce Level ManagemenL
C roblem ManagemenL
D Ava||ab|||ty Management
1 Wh|ch of the fo||ow|ng statements |s true about Access Management?
A 1he rocess responslble for allowlng users Lo make use of l1 Servlces aLa or oLher AsseLs
8 Access ManagemenL helps Lo proLecL Lhe ConflenLlallLy lnLegrlLy an AvallablllLy of AsseLs by
ensurlng LhaL only auLhorlze users are able Lo access or molfy Lhe AsseLs
C Access ManagemenL ls someLlmes referre Lo as 8lghLs ManagemenL or lenLlLy ManagemenL
D A|| of above
1S What aspects wou|d you not expect to see |n a Serv|ce Leve| report des|gned for the customer?
A 1he average ut|||zat|on |eve| of the Serv|ce Desk
8 1he level of avallablllLy reallze an Lhe Llme noL avallable per perlo
C 1he percenLage of lnclenLs LhaL was resolve wlLhln Lhe LargeL
u 1he successful an reverLe Changes urlng a speclflc perlo
1 Ava||ab|||ty Management |s respons|b|e for ava||ab|||ty of?
A Serv|ces and kesources
8 Servlces an 8uslness rocesses
C 8esources an 8uslness rocesses
u Servlces 8esources an 8uslness rocesses
1 What |s the d|fference between a process and a pro[ect?
A A process |s cont|nuous and has no end date whereas a pro[ect has a f|n|te ||fespan
8 A pro[ecL ls conLlnuous an has no en aLe whereas a process has a flnlLe llfespan
C A process sLops when Lhe ob[ecLlve has been achleve whereas a pro[ecL oes noL sLop when Lhe
ob[ecLlve ls meL
u ln a pro[ecL Lhe focus ls noL on Lhe resulL whereas wlLh a process Lhe resulL ls lmporLanL
1 Wh|ch of the fo||ow|ng |s the correct set of steps for the Cont|nua| Serv|ce |mprovement (CSI)
Mode|?
A uevlse a sLraLegy ueslgn Lhe soluLlon 1ranslLlon lnLo proucLlon CperaLe Lhe SoluLlon conLlnually
lmprove
8 Where o we wanL Lo be? Pow o we geL Lhere? Pow o we check we arrlve Pow o we keep Lhe
momenLum golng?
C lenLlfles Lhe requlre buslness ouLcomes lan how Lo achleve Lhe ouLcomes lmplemenL Lhe plan
Check Lhe plan has been properly lmplemenLe lmprove Lhe soluLlon
D What |s the v|s|on? Where are we now? Where do we want to be? now do we get there? D|d we
get there? now do we keep the momentum go|ng?
1 What |s the mean|ng of the term Serv|ceab|||ty?
A 1he egree of avallablllLy of Lhe l1 servlces LhaL can be offere
8 1he egree of supporL LhaL Lhe Servlce uesk provles Lo Lhe cusLomer
C 1he degree to wh|ch the prov|s|on of I1 serv|ces can be supported by ma|ntenance contracts
u 1he egree Lo whlch Lhe servlces agree ln Lhe Servlce Level AgreemenL (SLA) are complle wlLh
0 A user reports a C prob|em to the Serv|ce Desk A Serv|ce Desk representat|ve determ|nes that
the C |s defect|ve and |nd|cates that accord|ng to the serv|ces cata|ogue the C w||| be rep|aced
w|th|n three hours Wh|ch I1IL process |s respons|b|e for hav|ng th|s users C rep|aced w|th|n three
hours?
A AvallablllLy ManagemenL
8 Change Management
C ConflguraLlon ManagemenL
u Servlce Level ManagemenL
1 Wh|ch of the fo||ow|ng statements |s CCkkLC1?
A 1he ConflguraLlon ManagemenL SysLem (CMS) ls parL of Lhe known Lrror uaLa 8ase (kLu8)
8 1he Servlce knowlege ManagemenL SysLem (SkMS) ls parL of Lhe CMS
C 1he kLD8 and the CMS form part of the |arger SkMS
u 1he CMS ls parLof Lhe ConflguraLlon ManagemenL uaLa 8ase (CMu8)
Informat|on |s regu|ar|y exchanged between rob|em Management and Change Management
What |nformat|on |s th|s?
A known Lrrors from roblem ManagemenL on Lhe basls of whlch Change ManagemenL can generaLe
8equesLs for Change (8lCs)
8 kICs resu|t|ng from known Lrrors
C 8lCs from Lhe users LhaL roblem ManagemenL passes on Lo Change ManagemenL
u 8lCs from Lhe Servlce uesk LhaL roblem ManagemenL passes on Lo Change ManagemenL
3 Wh|ch form of outsourc|ng prov|des doma|n based bus|ness expert|se?
A AppllcaLlon Servlce rovlslon
8 8uslness rocess CuLsourclng
C know|edge rocess Cutsourc|ng
u CoSourclng
Where are act|v|t|es documented w|th the a|m of |mprov|ng an I1 serv|ce?
A Servlce CaLalogue
8 Serv|ce Improvement rogram
C Servlce Level AgreemenL (SLA)
u Servlce CuallLy lan (SC)
S Changes are d|v|ded |nto categor|es
What cr|ter|on def|nes a category for a change?
A 1he consequences of the change such as ||m|ted substant|a| s|gn|f|cant etc
8 1he spee wlLh whlch Lhe change ls mae
C 1he sequence ln whlch Lhe change ls mae
u 1he 8equesL for Change number LhaL Lhe change ls asslgne
In I1 Serv|ce Cont|nu|ty Management var|ous precaut|onary measures are taken for examp|e us|ng
an emergency power prov|s|on
Wh|ch of the fo||ow|ng I1IL processes cou|d a|so |n|t|ate th|s k|nd of measure?
A Ava||ab|||ty Management
8 CapaclLy managemenL
C Change ManagemenL
u lnclenL ManagemenL
What |s a request to rep|ace someth|ng w|th|n the I1 |nfrastructure ca||ed?
A 8eplacemenL 8equesL
8 kequest for Change
C 8equesL for 8elease
u Servlce 8equesL
Wh|ch I1IL process manager requ|res a report spec|fy|ng the durat|on of an |nterrupt|on of a
Conf|gurat|on Item?
A Ava||ab|||ty Manager
8 lnclenL Manager
C roblem Manager
u Servlce Level Manager
Wh|ch of the fo||ow|ng steps from the cont|nua| |mprovement Mode| |s m|ss|ng?
WhaL ls Lhe vlslon?
2 Where are we now?
3 Where o we wanL Lo be?
4 Pow o we geL Lhere?
ul we geL Lhere?
6?
A WhaL ls Lhe 8Cl
8 Pow much l lL cosL
C now do we keep the momentum go|ng
u WhaL ls Lhe vCl?
30 Wh|ch of the fo||ow|ng best descr|bes the goa| of Informat|on Secur|ty Management rocess?
A 1o a||gn I1 secur|ty w|th bus|ness secur|ty and ensure that |nformat|on secur|ty |s effect|ve|y
managed |n a|| serv|ce and Serv|ce Management act|v|t|es'
8 1o ensure LhaL LhaL Lhe lnformaLlon securlLy rlsks are approprlaLely manage an enLerprlse
lnformaLlon resources are use responslbly
C 1o provle a focus for all aspecLs of l1 securlLy an manage all l1 securlLy acLlvlLles
u 1o provle Lhe sLraLeglc lrecLlon for securlLy acLlvlLles an ensures ob[ecLlves are achleve
31 Wh|ch of the fo||ow|ng statements about Supp||er and Contract Database (SCD) are correct?
A aLabase or sLrucLure uocumenL use Lo manage Suppller ConLracLs LhroughouL Lhelr Llfecycle
2 1he SCu conLalns key ALLrlbuLes of all ConLracLs wlLh Suppllers
3 lLs never parL of Lhe Servlce knowlege ManagemenL SysLem
4 MalnLalnlng lL ls responslblllLy of Suppller managemenL process
A 2 only
8 2 3
C 1
u All of above
3 Wh|ch of the fo||ow|ng w||| comp|ete the Iour s of Serv|ce Des|gn?
erspecLlves
2 oslLlonlng
3 lan
4 ???
A eople
8 roucL
C atterns
u arLners
33 What does Mean 1|me to kepa|r (M11k) mean?
A Average upLlme of a servlce
8 Average downt|me of a serv|ce
C Average Llme beLween Lwo consecuLlve lnclenLs
u Average Llme of Lhe breakownfree perlo wlLhln a measure perlo
3 Wh|ch of the fo||ow|ng statements |s true about the term Lvent?
A A change of sLaLe whlch has slgnlflcance for Lhe managemenL of a ConflguraLlon lLem or l1 servlce
8 1he Lerm LvenL ls also use Lo mean an AlerL or noLlflcaLlon creaLe by any l1 Servlce conflguraLlon
lLem or MonlLorlng Lool
C LvenLs Lyplcally requlre l1 CperaLlons personnel Lo Lake acLlons an ofLen lea Lo lnclenLs belng
logge
D A|| of above
3S Wh|ch of the fo||ow|ng |s the best descr|pt|on of the contents of the Def|n|t|ve Med|a L|brary
(DML)?
A Coples of all sofLware verslons LhaL are neee
8 Coples of all llve sofLware programs
C Author|zed vers|ons of a|| software used on the |nfrastructure
u SofLware awalLlng user accepLance LesLlng
3 App||cat|on ortfo||o
A aLabase or sLrucLure uocumenL use Lo manage AppllcaLlons LhroughouL Lhelr Llfecycle
2 1he AppllcaLlon orLfollo conLalns key ALLrlbuLes of all AppllcaLlons
3 1he AppllcaLlon orLfollo ls someLlmes lmplemenLe as parL of Lhe Servlce orLfollo or as parL of Lhe
ConflguraLlon ManagemenL SysLem
Whlch of Lhe above sLaLemenLs ls correcL?
A only
8 2 3only
C A|| of above
u 2 only
3 Wh|ch of the fo||ow|ng best descr|bes Iau|t 1o|erance?
A 1he ab|||ty of an I1 Serv|ce or Conf|gurat|on Item to cont|nue to operate correct|y after Ia||ure of a
Component part
8 1he ablllLy of a LhlrparLy suppller Lo meeL Lhe Lerms of Lhelr conLracL CfLen Lhls conLracL wlll
lnclue agree levels of avallablllLy rellablllLy an$or malnLalnablllLy for a supporLlng servlce or
componenL
C A measure of how qulckly an effecLlvely a servlce componenL or Cl can be resLore Lo normal
worklng afLer a fallure
u A measure of how long a servlce componenL or Cl can perform lLs agree funcLlon wlLhouL
lnLerrupLlon
3 Wh|ch of the fo||ow|ng quest|ons |s NC1 answered by Capac|ty |an?
A CapaclLy lorecasLs
8 8ecommenaLlons
C ComponenLs an resource forecasLs
D Countermeasures for r|sks
3 now can an organ|zat|on determ|ne the effect|veness of the Serv|ce Leve| Management process?
A 8y checklng conLracLs wlLh suppllers
8 8y measur|ng customer sat|sfact|on
C 8y eflnlng servlce levels
u 8y reporLlng on all lnclenLs
0 What |s the f|rst act|v|ty when |mp|ement|ng a re|ease?
A ueslgnlng an bulllng a release
8 1esLlng a release
C Comp|||ng the re|ease schedu|e
u CommunlcaLlng an preparlng Lhe release
