NEW QUESTION 1
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?

• A. Service strategy
• B. Service transition planning and support
• C. Service level management
• D. Change management

Answer: B

NEW QUESTION 2
Which one of the following is NOT an objective of problem management?

• A. Minimizing the impact of incidents that cannot be prevented
• B. Preventing problems and resulting incidents from happening
• C. Eliminating recurring incidents
• D. Restoring normal service operation as quickly as possible

Answer: D

NEW QUESTION 3
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

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

Answer: C

NEW QUESTION 4
Which of the following BEST describes a problem?

• A. An issue reported by a user
• B. The cause of two or more incidents
• C. A serious incident which has a critical impact to the business
• D. The cause of one or more incidents

Answer: D

NEW QUESTION 5
What is a RACI model used for?

• A. Performance analysis
• B. Recording configuration items
• C. Monitoring services
• D. Defining roles and responsibilities

Answer: D

NEW QUESTION 6
Which process includes business, service and component sub-processes?

• A. Capacity management
• B. Incident management
• C. Service level management
• D. Financial management

Answer: A

NEW QUESTION 7
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

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

Answer: A

NEW QUESTION 8
Which stage of the service life cycle identifies, defines and aligns the IT solution with the business requirements?

• A. Service transition
• B. Service design
• C. Service operation
• D. Service configuration

Answer: B

NEW QUESTION 9
Which process is responsible for sourcing and delivering components of requested standard services?

• A. Request fulfilment
• B. Service portfolio management
• C. Service desk
• D. IT finance

Answer: A

NEW QUESTION 10
Which of the following is NOT a source of best practice?

• A. Standards
• B. Technology
• C. Academic research
• D. Internal experience

Answer: B

NEW QUESTION 11
Which process is responsible for ensuring that appropriate testing takes place?

• A. Knowledge management
• B. Release and deployment management
• C. Service asset and configuration management
• D. Service level management

Answer: B

NEW QUESTION 12
With which process is problem management likely to share categorization and impact coding systems?

• A. Incident management
• B. Service asset and configuration management
• C. Capacity management
• D. IT service continuity management

Answer: A

NEW QUESTION 13
Where should incident resolution targets to be documented?

• A. A service level agreement (SLA.
• B. A request for change (RFC.
• C. The service portfolio
• D. A service description

Answer: A

NEW QUESTION 14
Which statement about service review meetings is FALSE?

• A. Actions from service review meetings should only be assigned to the service provider
• B. Meetings should be held on a regular basis to review service achievement
• C. Issues for the upcoming period should be discussed at the meetings
• D. Progress and success of the service improvement programme (SIP) should be reviewed

Answer: A

NEW QUESTION 15
Which role is responsible for sponsoring, designing and change managing a process and its metrics?

• A. The process practitioner
• B. The process owner
• C. The service owner
• D. The process manager

Answer: B

NEW QUESTION 16
Which processes ensure the targets in the underpinning contracts are appropriate?

• A. Design coordination and service level management
• B. Supplier management and service level management
• C. Service level management and availability management
• D. Configuration management and service portfolio management

Answer: B

NEW QUESTION 17
Remediation planning is BEST described in which of the following ways?

• A. Planning how to recover the cost of a change
• B. Planning the steps required to be taken if a change is unsuccessful
• C. Planning how to compensate a user for a failed change
• D. Planning how to advise the change requestor of a failed change

Answer: B

NEW QUESTION 18
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

• A. People, process, partners, performance
• B. Performance, process, products, plans
• C. People, process, products, partners
• D. People, products, plans, partners

Answer: C

NEW QUESTION 19
Why is it important for service providers to understand patterns of business activity (PBA)?

• A. PBA are based on organizational roles and responsibilities
• B. IT service providers CANNOT schedule changes until they understand PBA
• C. Demand for the services delivered by service providers are directly influenced by PBA
• D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C

NEW QUESTION 20
What is a service delivered between two business units in the same organization known as?

• A. Strategic service
• B. Delivered service
• C. Internal service
• D. External service

Answer: C

NEW QUESTION 21
Where would you expect incident resolution targets to be documented?

• A. A service level agreement (SLA)
• B. A request for change (RFC)
• C. The service portfolio
• D. A service description

Answer: A

NEW QUESTION 22
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

• A. Configuration baseline
• B. Project baseline
• C. Change baseline
• D. Asset baseline

Answer: A

NEW QUESTION 23
Which of the following in NOT an objectives ofthe operations management function?

• A. Swift application of skills to diagnose any IT Operations failures that occur
• B. Delivering Operational improvements to achieve reduced costs.
• C. Management of the definitive media library (DML)
• D. Maintenance of status quo to achieve stability of day to day processes and activities

Answer: A

NEW QUESTION 24
Which of the following is NOT one of the five individual aspects of service design?

• A. The design of the service portfolio, including the service catalogue
• B. The design of new or changed services
• C. The design of market spaces
• D. The design of the technology architectures

Answer: C

NEW QUESTION 25
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

• A. Business services
• B. Component services
• C. Supporting services
• D. Customer services

Answer: C

NEW QUESTION 26
Who is responsible for defining metrics for change management?

• A. The change management process owner
• B. The change advisory board (CAB)
• C. The service owner
• D. The continual service improvement manager

Answer: A

NEW QUESTION 27
What are the categories of event described in the ITIL service operation book?

• A. Informational, scheduled, normal
• B. Scheduled, unscheduled, emergency
• C. Informational, warning, exception
• D. Warning, reactive, proactive

Answer: C

NEW QUESTION 28
Which of the following is an objective of business relationship management?

• A. To identify patterns of business activity
• B. To ensure high levels of customer satisfaction
• C. To secure funding to manage the provision of services
• D. To ensure strategic plans for IT services exist

Answer: B

NEW QUESTION 29
What guidance does ITIL give on the frequency of production of service reporting?

• A. Service reporting intervals must be defined and agreed with the customers
• B. Reporting intervals should be set by the service provider
• C. Reports should be produced weekly
• D. Service reporting intervals must be the same for all services

Answer: A

NEW QUESTION 30
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