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Q31. Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
Answer: A
Q32. Which one of the following does service metrics measure?
A. Functions
B. Maturity and cost
C. The end-to-end service
D. Infrastructure availability
Answer: C
Q33. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management
Answer: B
Q34. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Answer: C
Q35. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
A. Service level management
B. Financial management
C. Demand management
D. Risk management
Answer: B
Q36. Which of the following identifies the purpose of design coordination?
A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
B. Ensuring all service designs have availability designed into them C. Designing of all the links between every service design process and all other processes in the service lifecycle
D. Control of all supplier relationships from design right through to the production environment
Answer: A
Q37. Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
A. 1, 3 and 4 only
B. 2, 3 and 4 only
C. 1, 2 and 4 only
D. 1, 2 and 3 only
Answer: D
Q38. What is the name of the group that should review changes that must be implemented faster than the normal change process?
A. Technical management
B. Emergency change advisory board
C. Urgent change board
D. Urgent change authority
Answer: B
Q39. Which role is accountable for the operational management of a process?
A. Process practitioner
B. Process manager
C. Service manager
D. Change manager
Answer: B
Q40. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
A. Service transition planning and support
B. Design coordination
C. Service level management
D. Change management
Answer: B