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- 1. Multiple-choice2 minutes1 pt
which of the following statements BEST describes the goals of supplier Management?
1. To ensure that underpinning contracts and agreements with suppliers are aligned to business needs and managed though their lifecycle.
2. To manage relationships with suppliers.
3. To ensure that the information security risks are appropriately managed and enterprise information resources are used responsibly.
4. To maintain a supplier policy and a supporting supplier and contract database.
1 only
1 and 2 only
1,2 and 3 only
All of the above
- 2. Multiple-choice2 minutes1 pt
Which of the following activities BEST help and organization managing developing Service Management as a strategic asset?
1. Identification of critical services across the Service Portfolio for a given customer of market space. 2.Establishment of the right mix of service to offer to customers.
3. Tagging all service assets with the name of the service to which they add service potential.
4. Creation of diagnostic scripts for diagnosis of incidents.
1 only
1 and 2 only
1, 2 and 3 only
All of above
- 3. Multiple-choice2 minutes1 pt
A key role for Service Operations is to achieve a balance between conflicting sets of priorities. A fundamental conflict exits between IT as a set of technology components on one side and:
the view in which the organization focuses only on business requirements and the service delivered
the ability to respond to change without impacting on other services
a strong focus on delivering quality
proactive behavior on the other side
- 4. Multiple-choice2 minutes1 pt
When should a service design package be produced?
a. During the strategy stage, for each time a new service is added to the service portfolio
b. During the design stage, for each change to a service or removal of a service.
c. When a new or changed service is passed from Service Design to Service Transition
d. During the design stage, for each new service, major change to a service or removal of a services
- 5. Multiple-choice2 minutes1 pt
Which of the following benefits is NOT primary the result of good service design practices?
a. Reduce total cost of ownership
b. More effective Service Management process
c. Increased success rate of changes and releases for the business
d. Improve quality and consistency of service
- 6. Multiple-choice30 seconds1 pt
ITIL is BEST characterized as:
a. An international standard
b. Good practice
c. A quilification scheme
d. Academic research
- 7. Multiple-choice2 minutes1 pt
Which of the following activities is the service Owner of a specific service responsible for?
1. Representing the service in Change Advisory Board meetings.
2. Participating in negotiating Service Level Agreements.
3. Defining the process Strategy.
4. Liaising with the appropriate Process Owners.
1 only
1 and 2 only
1,2 and 4 only
All of the above
- 8. Multiple-choice2 minutes1 pt
Which of the following is the CORRECT order of the activities in the 7-steps Improvement Process (first activity first)?
a. 1-Define what you should measure. 2- Define what you can measure. 3- Gather data. 4- Process data. 5- Analyze data. 6- Present Information 7-Implement corrective action
b. 1-Define what you can measure. 2- Define what you should measure. 3- Gather data. 4-Analyze data. 5- Process data. 6-Present information. 7- Implement corrective action.
c. 1-Define what do you should measure. 2-Define what do you can measure. 3- Gather data. 5- Process data.6- Present information. 7- Implement corrective action
d. 1-Define what you can measure. 2- Define what you should measure. 3-Ghater data. 4. Proces data. 5-Analyze data. 6- Present information. 7-Implements corrective actions
- 9. Multiple-choice2 minutes1 pt
which of the following methods is NOT a development approach?
a. Big-bang
b. Phased
c. Pull
d. Request
- 10. Multiple-choice2 minutes1 pt
Which of the following activities forms part of the service Portfolio Management process?
1. Analyze
2. Define
3. Approve
4. Charter
1 only
1 and 2 only
1, 2 and 3 only
All of the above
- 11. Multiple-choice2 minutes1 pt
To answer the question: “Where do we want to be?” In the Continual Service Improvement model, we need to know:
1. The vision of the organization
2. The mission of the business.
3. The current baseline
4. The Metrics.
1 only
1 and 2 only
1, 2 and 3 only
All of above
- 12. Multiple-choice2 minutes1 pt
Good Service Design is dependent on effective and efficient use of the four Ps – people, process, partners and:
Plants
Products.
Practices.
Policies.
- 13. Multiple-choice2 minutes1 pt
Which is the best description of a Service Catalogue?
a. A document defining all aspects of an IT Service and its requirements through each stage of its lifecycle.
b. The complete set of services that are managed by a Service Provider.
c. A database or structured document with information about all live IT Services, including those available for deployment
d. An agreement between and IT Services Provider and the IT customer(s).
- 14. Multiple-choice2 minutes1 pt
Which of the following statements are CORRECT about utility and warranty?
1. Utility can be described as what the customer gets.
2. Warranty can be defined as "fitness for use".
3. Utility increases the average performance.
4. Warranty reduces the variation in performance
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
- 15. Multiple-choice2 minutes1 pt
The service Portfolio is the single integrated source of information on the status, interfaces and dependencies of each service used by activities within the following stages in the Service Lifecycle:
1. Service Strategy
2. Service Transition
3. Service Design
4. Service Operation
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
- 16. Multiple-choice2 minutes1 pt
The utility of a service is best described as:
a. Fit for design
b. Fit for purpose
c. Fit for Function
d. Fit for use
- 17. Multiple-choice2 minutes1 pt
The contents of a service package include:
A. Base Service Package, Supporting Service Package, Service Level Package.
B. Core Service Package, Supporting Process Package, Service Level Package.
C. Core Service Package, Base Service Package, Service Support Package.
D. Core Service Package, Supporting Services Package, Service Level Packages.
- 18. Multiple-choice2 minutes1 pt
What is another term for Uptime?
A. Mean Time Between Failures (MTBF)
B. Mean Time to Restore Service (MTRS)
C. Mean Time Between System Incidents (MTBSI)
D. Relationship Between MTBF and MTBSI
- 19. Multiple-choice2 minutes1 pt
What is the difference between a Know Error and a Problem?
a. A Known Error involves an error in the IT infrastructure. A Problem does not involve such an error.
b. A Known Error always originates from an Incident. This is not always the case with a Problem.
c. The underlying causes of a Known Error is known. The underlying causes of a problem is not Known.
d. With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error.
- 20. Multiple-choice2 minutes1 pt
What does Mean Time to Repair (MTTR) mean?
a. Average uptime of a service
b. Average time of the breakdown-free period within a measured in time.
c. Average downtime of a service
d. Average time between two consecutive incidents.
- 21. Multiple-choice2 minutes1 pt
What does Recovery Point Objective (RPO) mean?
a. is the maximum acceptable amount of data loss measured in time.
b. is the targeted duration of time and a service level within which a business process must be restored after a disaster.
c. is the maximum tolerable amount of time that is needed to verify the system and/or data integrity.
d. the total amount of time that a business process can be disrupted without causing any unacceptable consequences.
- 22. Multiple-choice2 minutes1 pt
What are the reasons to monitor and measure?
1. To validate – monitoring and measuring to validate previous decisions.
2. To direct – monitoring and measuring to set direction for activities in order to meet set targets.
3. To justify – monitoring and measuring to justify, with factual evidence of proof, that a course of action is required.
4. To intervene – monitoring and measuring to identify a point of intervention, including subsequent changes and corrective.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 4 only
d. All of the above
- 23. Multiple-choice2 minutes1 pt
Which of the following balances has to be dealt with by Service Operation?
a. Supply versus demand
b. Push versus pull
c. Stability versus responsiveness
d. Cost versus resources.
- 24. Multiple-choice2 minutes1 pt
What does Recovery Time Objective (RTO) mean?
a. is the maximum acceptable amount of data loss measure in time.
b. is the targeted duration of time and a service level within which a business process must be restored after a disaster.
c. is the maximum tolerable amount of time that is needed to verify the system and/or data integrity.
d. the total amount of time that a business process can be disrupted without causing any unacceptable consequences.
- 25. Multiple-choice2 minutes1 pt
Service Transition adds value to the business by improving:
a. the management of the technology that is used to deliver and support services
b. the success rate of changes and releases for the business.
c. the design of the IT process
d. the organizational competency for Continual Service Improvement
- 26. Multiple-choice2 minutes1 pt
Which of the following statements BEST describe one of the purposes of Service Analytics?
a. Service Analytics is a means of automating simple and routine tasks and interactions.
b. Service Analytics is useful to restore normal Service Operation as quickly as possible in case of an incident.
c. Service Analytics is useful to model existing components and series to the higher-level business services.
d. Service Analytics is means to ensure proper funding for the delivery and consumption for services.
- 27. Multiple-choice2 minutes1 pt
The goal of Problem Management is:
a. To prevent Problems and resulting incidents from happening.
b. To provide a channel for users to request standard services.
c. To restore normal Service Operation as quickly as possible.
d. To detect events, make sense of them, and determine the appropriate control action.
- 28. Multiple-choice2 minutes1 pt
Which of the following statements BEST describes the role of the Service Desk as a single point of contact?
a. All request, such as incidents, Services Requests and Service Level Requirements form users and customers must pass through the Service Desk.
b. To provide a single point of contact to the users, an organization can only have one centralized Service Desk.
c. As user I have one single point of contact for all incidents and Service Requests but other users in the organization may have other point of contact.
d. The Service Desk is on offer for the users in an organization. But they are of course allowed to contact anybody within the IT organization with their incidents and Service Requests.
- 29. Multiple-choice2 minutes1 pt
Which of the following statements about the Process Owner role are CORRECT?
1. Every person involved in a process is a Process Owner.
2. The Process Owner is responsible for ensuring that the process is meeting the aims of the process definition.
3. The Process Owner and Process Manager roles are always undertaken by the same person.
4. Process Ownership is always a role as well as a function in any organization.
a. 2 Only
b. 2 and 3 Only
c. 2, 3 and 4 Only
d. All of the above.
- 30. Multiple-choice2 minutes1 pt
Which of the following is NOT an activity in the Change Management process?
a. Review the Request for Change.
b. Plan Updates.
c. Change Design
d. Assess and evaluate change.
- 31. Multiple-choice2 minutes1 pt
Which of the following are goals and objectives for the Service Level Management process?
1. To provide an improve the relationship and communication with the business and customers.
2. To produce and maintain an appropriate and up-to-date Capacity Plan which reflects the current and future needs of the business.
3. To ensure that proactive measures to improve the levels of service delivered and implemented.
4. To support efficient and effective business and Service Management process by providing accurate information about assets.
a. 1 only.
b. 1 and 3 Only.
c. 1, 2 and 3 Only.
d. All of the above.
- 32. Multiple-choice2 minutes1 pt
Which of the following metrics types is NOT typical type of metrics?
a. Technology metrics.
b. Service metrics
c. Baseline metrics
d. Process metrics
- 33. Multiple-choice2 minutes1 pt
Which of the following validation activities BEST corresponds to the definition of customer and business requirements (level 1) in the Service V-model?
a. Validate Service Package, offerings and contracts.
b. Service operational readiness test.
c. Service Release Package test.
d. Component and assembly test.
- 34. Multiple-choice30 seconds1 pt
Which of the following statements BEST describes the difference between an Operational Level Agreement and an Underpinning Contract?
a. Only the Operational Level Agreement is an underpinning agreement between an IT Service Provider and another part of the same organization that assists with the provision of services.
b. Only the Service Level Agreement defined the goods or services to be provided and the responsibilities of both parties.
c. Only the Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in a Service Level Agreement.
d. Only the Underpinning Contracts support the IT Service Provider’s delivery of IT Services to customers.
- 35. Multiple-choice2 minutes1 pt
Which of the following goals are the primary goals for Service Operations?
1. To allow for changes and improvement.
2. To design processes for the operation of IT services.
3. To achieve effectiveness and efficiency in the delivery and support of services.
4. To maintain stability.
a. 3 Only
b. 3 and 4 Only
c. 1, 3 and 4 Only
d. All the above.
- 36. Multiple-choice2 minutes1 pt
Which of the following is the CORRECT definition of Service Management?
a. Service Management is a set of specialized organizational resources for providing value to customers in the form of services.
b. Service Managements is as set of specialized organization resources for providing value to customers in the form of goods and products.
c. Service Managements is as set of specialized organization capabilities for providing value to customers in the form of services.
d. Service Managements is as set of specialized organization capabilities for providing value to the Service Provider in the form of goods and products.
- 37. Multiple-choice2 minutes1 pt
Consider the following types of technological support of Service Management and the corresponding descriptions.
A Technology-assisted
B Technology-facilitated.
C Technology-mediated
D Technology-generated (self-service)
1. The Service Provider is represented entirely by technology
2. The Service Provider and the customer are not in physical proximity.
3. Only the Service Provider has access to the technology.
4. Both the service Provider and the customer have access to the same technology.
a. A-3, B-1, C-2 and D-4
b. A-1, B-2, C-2 and D-4
c. A-3, B-4, C-2 and D-1
d. A-4, B-3, C-2 and D-1
- 38. Multiple-choice2 minutes1 pt
Which of the following is NOT described as a function but as a process in the ITIL Service Management Practices framework?
a. Technical Management.
b. Service Portfolio Management.
c. Service Desk
d. Applications Management.
- 39. Multiple-choice2 minutes1 pt
Which of the following roles may be involved in the Continual Service Improvement process?
1. The Continual Service Improvement Management.
2. The customer.
3. The Service Manager
4. The Process Owners.
a. 1 Only.
b. 1 and 3 Only.
c. 1, 3 and 4 Only.
d. All of the above
- 40. Multiple-choice2 minutes1 pt
Which of the following statements BEST describes prioritization in the Incident Management process?
a. Prioritization is determined by the urgency of the Incident and the level of impact the Incident is causing.
b. Prioritization is determined by the resources available and the level of impact the Incident is causing.
c. Prioritization is determined by the resources available and the urgency of the Incident.
d. Prioritization is determined by the resources available, the urgency of the Incident and the level of impact the Incident is causing.
- 41. Multiple-choice2 minutes1 pt
Which of the following question is NOT one of the 7 Rs that must be answered for all changes as part of the impact assessment?
a. What RESOURCES are required to deliver the change?
b. Who RAISED the change?
c. What is the RELATIONSHIP between this change and other changes?
d. Who is going to REVIEW the change when it has been implemented?
- 42. Multiple-choice2 minutes1 pt
The BEST way to define the services in the Service Portfolio is to base the definition on:
a. The resources needed to deliver the service
b. The business outcome of the service
c. The capabilities needed to deliver the service.
d. The composition of the service.
- 43. Multiple-choice2 minutes1 pt
Which of the following statements is the CORRECT description of the “Act” stage in the Deming Cycle for quality improvement?
a. A this stage goals and measures are established.
b. At this stage the implemented to improvements are compared to the measures of success.
c. At this stage it is determined to keep the status quo, close the gap or ad necessary resources.
d. At this stage a project to close identified gaps is developed and implemented.
- 44. Multiple-choice2 minutes1 pt
Which of the following questions helps identifying what a customer values?
1. Who is our customer?
2. Who depends on our services?
3. How does the customer use our services?
4. What do we provide?
a. 1 Only.
b. 1 and 3 Only.
c. 1, 2 and 3 Only
d. All of above
- 45. Multiple-choice2 minutes1 pt
The goal of Continual Service Improvement is BEST described as:
a. To continually align and re-align IT Services to the charging business needs by identifying and implementing improvements to IT services that support business processes.
b. To encourage Service Providers to stop and think why something is to be done before thinking how.
c. To continually identify and implement improvements to IT components that support the general technological developments.
d. To design service that satisfy business objectives.
- 46. Multiple-choice2 minutes1 pt
Which of the following are generic elements of a process?
1. Process activities.
2. Process policy
3. Process roles
4. Process metrics.
a. 1 Only.
b. 1 and 3 Only
c. 1, 2 and 3 Only
d. All of the above
- 47. Multiple-choice2 minutes1 pt
Which of the following statements are CORRECT regarding the RACI authority matrix?
1. The “R” in RACI stands for “Responsible”.
2. The RACI chart shows the activities down the left-hand side and the functional roles across the top.
3. More than one person can be accountable for each task.
4. The “I” in RACI stands for “initiator”.
a. 1 Only.
b. 1 and 2 Only.
c. 1, 2 and 3 Only.
d. All of the above.
- 48. Multiple-choice2 minutes1 pt
Which of the following in NOT an activity that IT Operations Management is responsible for?
a. Console management.
b. Management of facilities.
c. Output management.
d. Maintenance of a stable technical infrastructure.
- 49. Multiple-choice2 minutes1 pt
Assume that IT Operation is separated from Technical and Application Management. Which of the following roles does Technical and Application Management normally NOT play in the Event Management process?
a. Participating in the instrumentation of the service.
b. Testing the services to ensure that Events are properly generated.
c. Ensuring that any auto response are defined.
d. Monitoring Events.
- 50. Multiple-choice2 minutes1 pt
Which of the following statements are CORRECT about Service Asset and Configuration Management?
1. Configuration Management delivers a logical model of the services, assets and the infrastructure.
2. Information about each Configuration items is recorded in a Configuration record in the Configuration Management System.
3. The Service Knowledge Management System includes the Configuration Management System and databases as well as other tools and databases.
4. Status Accounting and Reporting is an activity in the Service Asset and Configuration Management Process.
a. 1 Only.
b. 1 and 2 Only
c. 1, 2 and 3 Only.
d. All of the above
