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NEW QUESTION 1
The BEST description of an incident is:
- A. An unplanned disruption of service unless there is a backup to that service
- B. An unplanned interruption to service or a reduction in the quality of service
- C. Any disruption to service whether planned or unplanned
- D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Answer: B
NEW QUESTION 2
What should the IT service continuity process primarily support?
- A. Critical IT processes
- B. All the services in the service portfolio
- C. Business continuity strategy
- D. Mission critical services at peak business periods
Answer: C
NEW QUESTION 3
In which document would you expect to see an overview of actual service achievements against targets?
- A. Operational level agreement (OLA)
- B. Capacity plan
- C. Service level agreement (SLA)
- D. SLA monitoring chart (SLAM)
Answer: D
NEW QUESTION 4
Which statement BEST represents the guidance on incident logging?
- A. Incidents must only be logged if a resolution is not immediately available
- B. Only incidents reported to the service desk can be logged
- C. All incidents must be fully logged
- D. The service desk decide which incidents to log
Answer: C
NEW QUESTION 5
What is used to control a process?
- A. Inputs
- B. Functions
- C. Objectives
- D. Stakeholders
Answer: C
NEW QUESTION 6
Which of the following options is a hierarchy that is used in knowledge management?
- A. Wisdom - Information - Data - Knowledge
- B. Data - Information - Knowledge - Wisdom
- C. Knowledge - Wisdom - Information - Data
- D. Information - Data - Knowledge - Wisdom
Answer: B
NEW QUESTION 7
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
- A. Profit
- B. Preparation
- C. Products
- D. Potential
Answer: C
NEW QUESTION 8
What BEST describes the value of service operation to the business?
- A. It supports the creation of a portfolio of quantified services
- B. It ensures IT services are continuously aligned to business requirements
- C. It defines the control of service assets and configurations
- D. It reduces the duration and frequency of service outages
Answer: D
NEW QUESTION 9
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
- A. 1 and 3 only
- B. All of the above
- C. 1 and 2 only
- D. 2 and 3 only
Answer: B
NEW QUESTION 10
What are the categories of events 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 11
What is the BEST description of the CSI register?
- A. It is a record of all authorised changes and their planned implementation dates
- B. It is a record of proposed improvement opportunities and the benefits that will be achieved
- C. It is a record of new services to be approved by a customer, including proposed implementation dates
- D. It is a record of completed improvements and the relevant customer satisfaction metric
Answer: B
NEW QUESTION 12
What BEST describes the value of service design to the business?
- A. It supports the creation of a portfolio of quantified services
- B. It reduces total cost of ownership (TCO) of services
- C. It improves the control of service assets and configurations
- D. It provides quick and effective access to standard services
Answer: B
NEW QUESTION 13
Which one of the following is NOT a characteristic of a process?
- A. It is measurable
- B. It delivers specific results
- C. It responds to specific events
- D. It structures an organization
Answer: D
NEW QUESTION 14
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
- A. Availability management
- B. Capacity management
- C. Design coordination
- D. Release management
Answer: C
NEW QUESTION 15
What are customers of IT services who do NOT work in the same organization as the service provider known as?
- A. Strategic customers
- B. External customers
- C. Valued customers
- D. Internal customers
Answer: B
NEW QUESTION 16
Which one of the following generates demand for services?
- A. Infrastructure trends
- B. Patterns of business activity (PBA.
- C. Cost of providing support
- D. Service level agreements (SLA.
Answer: B
NEW QUESTION 17
Which is the CORRECT description of an outcome?
- A. The result of carrying out an activity, following a process, or delivering an IT service
- B. The inputs that trigger an action for an activity, process or IT service
- C. The prediction of the future demand requirements for an activity, process or IT service
- D. The design and development of the activities that make up a process or IT service
Answer: A
NEW QUESTION 18
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
- A. 1, 2 and 3 only
- B. 1, 3 and 4 only
- C. 2, 3 and 4 only
- D. All of the above
Answer: D
NEW QUESTION 19
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
- A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
- B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
- C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
- D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
Answer: D
NEW QUESTION 20
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 21
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- A. Return on investment (ROI), value on investment (VOI), quality
- B. Strategic, tactical and operational
- C. Critical success factors (CSFs), key performance indicators (KPIs), activities
- D. Technology, process and service
Answer: D
NEW QUESTION 22
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
- A. 2, 3 and 4 only
- B. 1, 2 and 4 only
- C. None of the above
- D. All of the above
Answer: B
NEW QUESTION 23
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 24
From the perspective of the service provider, who is the person or group that agrees their service targets?
- A. The user
- B. The customer
- C. The supplier
- D. The administrator
Answer: B
NEW QUESTION 25
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL?
- A. Local
- B. Centralized
- C. Outsourced
- D. Virtual
Answer: C
NEW QUESTION 26
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- A. Do
- B. Perform
- C. Implement
- D. Measure
Answer: A
NEW QUESTION 27
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
- A. Change proposal
- B. Change policy
- C. Service request
- D. Risk register
Answer: A
NEW QUESTION 28
The remediation plan should be evaluated at what point in the change lifecycle?
- 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
Answer: A
NEW QUESTION 29
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