NEW QUESTION 1
The group that authorizes changes that must be installed faster than the normal process is called the?

• A. Emergency CAB (ECAB)
• B. Urgent Change Authority (UCA)
• C. Urgent Change Board (UCB)
• D. CAB Emergency Committee (CAB/EC)

Answer: A

NEW QUESTION 2
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 3
Which of the following provides resources to resolve operational and support issues during Release and Deployment?

• A. Early Life Support
• B. Service Test Manager
• C. Evaluation
• D. Release Packaging and Build Manager

Answer: A

NEW QUESTION 4
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

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

Answer: C

NEW QUESTION 5
Which one of the following is the BEST description of a major incident?

• A. An incident which is so complex that it requires root cause analysis before a workaround can be found
• B. An incident which requires a large number of people to resolve
• C. An incident logged by a senior manager
• D. An incident which has a high priority or a high impact on the business

Answer: D

NEW QUESTION 6
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

• A. A change
• B. A change model
• C. A change request
• D. A change advisory board

Answer: A

NEW QUESTION 7
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

• A. Only manage Incidents effectively through 1st and 2nd line
• B. Only manage Incidents effectively through the 1st line
• C. Only manage Incidents effectively at the 3rd line
• D. Manage Incidents effectively through 1st, 2nd and 3rd line

Answer: D

NEW QUESTION 8
Which one of the following is the BEST definition of reliability?

• A. The availability of a service or component
• B. The level of risk that affects a service or process
• C. How long a service or configuration item (CI) can perform its function without failing
• D. How quickly a service or component can be restored to normal working order

Answer: C

NEW QUESTION 9
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

• A. The Asset Register
• B. The Service Knowledge Management System
• C. The Known Error Database
• D. The Information Management System

Answer: B

NEW QUESTION 10
Which of the following is an example of self-help capabilities?

• A. Menu-driven range of facilities used to access service requests
• B. Calls to the service desk to register standard changes
• C. A software update downloaded automatically to all laptops in an organization
• D. Software to allow programmers to debug code

Answer: A

NEW QUESTION 11
Defining the processes needed to operate a new service is part of:

• A. Service Design: Design the processes
• B. Service Strategy: Develop the offerings
• C. Service Transition: Plan and prepare for deployment
• D. Service Operation: IT Operations Management

Answer: A

NEW QUESTION 12
Which of the following is the BEST definition of the term service management?

• A. A set of specialized organizational capabilities for providing value to customers in the form of services
• B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
• C. The management of functions within an organization to perform certain activities
• D. Units of organizations with roles to perform certain activities

Answer: A

NEW QUESTION 13
A consultant has made two recommendations to you in a report:
1: To include legal terminology in your Service Level Agreements (SLAs)
2: It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

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

Answer: D

NEW QUESTION 14
What does a service always deliver to customers?

• A. Applications
• B. Infrastructure
• C. Value
• D. Resources

Answer: C

NEW QUESTION 15
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

• A. The IT director
• B. The process owner
• C. The service owner
• D. The customer

Answer: B

NEW QUESTION 16
Which of these should a change model include?
1: The steps that should be taken to handle the change
2: Responsibilities; who should do what, including escalation
3: Timescales and thresholds for completion of the actions
4: Complaints procedures

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

Answer: A

NEW QUESTION 17
What is the primary focus of business capacity management?

• A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
• B. Review of all capacity supplier agreements and underpinning contracts with supplier management
• C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
• D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer: D

NEW QUESTION 18
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

• A. Availability management
• B. Capacity management
• C. Business relationship management
• D. Service catalogue management

Answer: C

NEW QUESTION 19
Which one of the following are the two primary elements that create value for customers?

• A. Value on investment (VOI) and return on investment (ROI)
• B. Customer and user satisfaction
• C. Service requirements and warranty
• D. Resources and capabilities

Answer: D

NEW QUESTION 20
Which one of the following is NOT a characteristic of a process?

• A. It is measureable
• B. It delivers specific results
• C. It responds to specific events
• D. It structure an organization

Answer: D

NEW QUESTION 21
A configuration model can be used to help
1) Assess the impact and cause of incidents and problems
2) Assess the impact of proposed changes
3) Plan and design new or changed services
4) Plan technology refresh and software upgrades

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

Answer: B

NEW QUESTION 22
Which of the following would be defined as part of every process?
1) Roles
2) Activities
3) Functions
4) Responsibilities

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

Answer: D

NEW QUESTION 23
Which of the following statements about processes is INCORRECT?

• A. They are units of organizations
• B. They are measurable
• C. They deliver specific results
• D. They respond to specific events

Answer: A

NEW QUESTION 24
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

• A. Business Objectives, IT Objectives, Process Metrics
• B. Process Models, Goals and Objectives
• C. Vision and Strategy, Tactical Goals and Operational Goals
• D. Business and IT Strategy and Process Definitions

Answer: C

NEW QUESTION 25
Removing or restricting rights to use an IT Service is the responsibility of which process?

• A. Access Management
• B. Incident Management
• C. Request Fulfillment
• D. Change Management

Answer: A

NEW QUESTION 26
Which of these statements about Service Desk staff is CORRECT?

• A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
• B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
• C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
• D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Answer: B

NEW QUESTION 27
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 28
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

• A. Service level management
• B. Change management
• C. Incident management
• D. Service asset and configuration management

Answer: D

NEW QUESTION 29
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