NEW QUESTION 1
Which of the following identifies the purpose of service transition planning and support?

• A. Provide overall planning for service transitions and co-ordinate the resources they require
• B. Ensure that all service transitions are properly authorized
• C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
• D. To define testing scripts to ensure service transitions are unlikely to ever fail

Answer: A

NEW QUESTION 2
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

• A. RACI model
• B. Incident model
• C. Continual service improvement (CSI) approach
• D. The Deming Cycle

Answer: A

NEW QUESTION 3
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

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

Answer: D

NEW QUESTION 4
Which reason describes why ITIL is so successful?

• A. The five ITIL volumes are concise
• B. It is not tied to any particular vendor platform
• C. It tells service providers exactly how to be successful
• D. It is designed to be used to manage projects

Answer: B

NEW QUESTION 5
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

• A. The Service Desk Manager
• B. The Service Manager
• C. The Request Fulfillment Process Manager
• D. The Request Fulfillment Process Owner

Answer: D

NEW QUESTION 6
Which of the following is NOT an objective of Continual Service Improvement?

• 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

Answer: D

NEW QUESTION 7
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

• A. Where are we now?
• B. Where do we want to be?
• C. How do we get there?
• D. Did we get there?

Answer: B

NEW QUESTION 8
What are the categories of event described in the UIL service operation book?

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

Answer: C

NEW QUESTION 9
Which is the correct combination of Service Management terms across the Lifecycle?

• A. 1A, 2B, 3C, 4D
• B. 1C, 2D, 3A, 4B
• C. 1C, 2B, 3A, 4D
• D. 1B, 2C, 3D, 4A

Answer: C

NEW QUESTION 10
Which one of the following is NOT a valid purpose or objective of problem management?

• A. To prevent problems and resultant incidents
• B. To manage problems throughout their lifecycle
• C. To restore service to a user
• D. To eliminate recurring incidents

Answer: C

NEW QUESTION 11
Which of the following activities are performed by a service desk?
1: Logging details of incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Implementing all standard changes

• A. All of the above
• B. 1, 2 and 3 only
• C. 2 and 4 only
• D. 3 and 4 only

Answer: B

NEW QUESTION 12
When tan a known error record tie raised?
1) At any time when it would be useful to do so
2) After a workaround has been found

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

Answer: C

NEW QUESTION 13
Which of the following is the BEST description of a centralized service desk?

• A. The desk is co-located within or physically close to the user community it serves
• B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
• C. The desk provides 24 hour global support
• D. There is a single desk in one location serving the whole organization

Answer: D

NEW QUESTION 14
Which one of the following is an objective of release and deployment management?

• A. To standardize methods and procedures used for efficient and prompt handling of all changes
• B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
• C. To ensure that the overall business risk of change is optimized
• D. To define and agree release and deployment plans with customers and stakeholders

Answer: D

NEW QUESTION 15
Which of these statements about resources and capabilities is CORRECT?

• A. Resources are types of service asset and capabilities are not
• B. Resources and capabilities are both types of service asset
• C. Capabilities are types of service asset and resources are not
• D. Neither capabilities nor resources are types of service asset

Answer: B

NEW QUESTION 16
Which of the following should IT service continuity strategy be based on?
1: Design of the service metrics
2: Business continuity strategy
3: Business impact analysis (BIA)
4: Risk assessment

• A. 1, 2 and 4 only
• B. 1, 2 and 3 only
• C. 2, 3 and 4 only
• D. 1, 3 and 4 only

Answer: C

NEW QUESTION 17
How is the Service Catalogue used to add value to the service provider organization?

• 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

Answer: A

NEW QUESTION 18
The BEST processes to automate are those that are:

• A. Carried out by Service Operations
• B. Carried out by lots of people
• C. Critical to the success of the business mission
• D. Simple and well understood

Answer: D

NEW QUESTION 19
Which of the following are managed by facilities management?
1: Hardware within a data centre or computer room
2: Applications
3: Power and cooling equipment
4: Recovery sites

• A. 1, 2 and 3 only
• B. All of the above
• C. 1, 3 and 4 only
• D. 1 and 3 only

Answer: C

NEW QUESTION 20
Which statement about the service portfolio is TRUE?

• A. The service portfolio includes ail services except those managed by third parties
• B. It is an integral part of the service catalogue
• C. It allows the organization unlimited resources when planning for new service deployments
• D. It represents all resources presently engaged or being released in various stages of the service lifecycle

Answer: D

Explanation:
Reference:.http://docs.livetime.com/LiveTime61/ServiceManager/service_portfolio_management.htm.(Second para)

NEW QUESTION 21
Which of the following is the best definition of IT service management?

• A. An internal service provider that is embedded within a business unit
• B. A complete set of all the documentation required to deliver world class services to customers
• C. Technical implementation of supporting IT infrastructure components
• D. The implementation and management of quality IT services that meet business needs

Answer: D

NEW QUESTION 22
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

• A. Customer level
• B. Service level
• C. Corporate level
• D. Configuration level

Answer: D

NEW QUESTION 23
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

• A. To ensure that a service managed and operated accordance with constraints specified during design
• B. To design and develop capabilities for service management
• C. To provide good-quality knowledge and information about services
• D. To plan the resources required to manage a release

Answer: B

NEW QUESTION 24
Which of the following is a responsibility of Supplier Management?

• A. Development, negotiation and agreement of contract
• B. Development, negotiation and agreement of Organizational Level Agreements
• C. Development, negotiation and agreement of Service Level Agreement
• D. Development, negotiation and agreement of Service Portfolio

Answer: A

NEW QUESTION 25
Customer perceptions and business outcomes help to define what?

• A. The value of a service
• B. Governance
• C. Total cost of ownership (TCO)
• D. Key performance indicators (KPIs)

Answer: A

NEW QUESTION 26
The BEST description of the guidance provided by Service Design is?

• A. The design and development of new services
• B. The design and development of service improvements
• C. The design and development of services and service management processes
• D. The day-to-day operation and support of services

Answer: C

NEW QUESTION 27
Which is the BEST definition of a Configuration Item (CI)?

• A. An item of hardware or software registered in the asset database
• B. A collection of information used to describe a hardware or software item
• C. An asset, service component or other item that is, or will be, under the control of Configuration Management
• D. Information recorded by the Service Desk when an Incident is reported

Answer: C

NEW QUESTION 28
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