NEW QUESTION 1
Which two elements of financial management for IT services are mandatory?

• A. Budgeting and charging
• B. Accounting and charging
• C. Budgeting and accounting
• D. Costing and charging

Answer: C

NEW QUESTION 2
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 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
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 5
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 6
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

• A. Training in risk management for all staff and identification of risks
• B. Identification of risk, analysis and management of the exposure to risk
• C. Control of exposure to risk and investment of capital
• D. Training of all staff and investment of capital

Answer: B

NEW QUESTION 7
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual
Service Improvement approach?

• A. Service and process improvement
• B. Baseline assessments
• C. Policy and governance review
• D. Measurable targets

Answer: A

NEW QUESTION 8
What is the BEST description of a change proposal?

• A. Any request for change (RFC.submitted to change management
• B. An authorised change submitted to release and deployment
• C. An RFC that must be implemented as soon as possible
• D. A justification for a change with significant cost or risk

Answer: D

NEW QUESTION 9
Which process is responsible for managing all service requests from users?

• A. Change fulfilment
• B. Incident management
• C. Request fulfilment
• D. Event management

Answer: C

NEW QUESTION 10
What BEST defines serviceability?

• A. How quickly a service or component can be restored to normal working order
• B. How long a service or component can perform its agreed function without failure
• C. The ability of a third-party supplier to meet the terms of its contract
• D. The part of the business process that is critical to providing the service

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
Which groups of people would work according to an operational level agreement?

• A. Business units
• B. All stakeholders
• C. External IT teams
• D. Internal IT teams

Answer: D

NEW QUESTION 13
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

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

Answer: B

NEW QUESTION 14
Which is responsible for the production of the service design package (SDP)?

• A. Service portfolio management
• B. Service catalogue management
• C. Design coordination
• D. Service design

Answer: D

NEW QUESTION 15
How is a service delivered between departments of same organization classified?

• A. Internal Service
• B. External Service
• C. Mission Critical service
• D. Organizational service.

Answer: A

NEW QUESTION 16
Which of the following BEST describes service strategies' value to the business?

• A. Allows higher volumes of successful change
• B. Reduction in unplanned costs through optimized handling of service outages
• C. Reduction in the duration and frequency of service outages
• D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Answer: D

NEW QUESTION 17
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 18
What is the act of transforming resources and capabilities into valuable service better known as?

• A. Service management
• B. Incident management
• C. Resource management
• D. Service support

Answer: A

NEW QUESTION 19
Which process will regularly analyze incident data to identify discernible trends?

• A. Service level management
• B. Problem management
• C. Change management
• D. Event management

Answer: B

NEW QUESTION 20
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

• A. User
• B. Customer
• C. Supplier
• D. Administrator

Answer: B

NEW QUESTION 21
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 22
Which is a responsibility of a customer within the service level management process?

• A. Negotiate third party contracts
• B. Measure service availability
• C. Supply good or services
• D. Agree Service level targets

Answer: D

NEW QUESTION 23
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 24
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 25
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

• A. Internal
• B. External
• C. Service desk
• D. Shared services unit

Answer: C

NEW QUESTION 26
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

• A. Service operation
• B. Service transition
• C. Continual service improvement
• D. Service strategy

Answer: C

NEW QUESTION 27
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 28
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

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

Answer: A

NEW QUESTION 29
What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?

• A. An emergency change
• B. An alert
• C. An emergency event
• D. A request for change

Answer: B

NEW QUESTION 30
Which statement is CORRECT?

• A. A function is a set of responsibilities allocated to a service manager
• B. A process is a team or group of people and the tools they use to perform one or more activities
• C. A function is a set of specialised organisational capabilities
• D. A process is a structured set of activities designed to accomplish a specific objective

Answer: D

NEW QUESTION 31
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