B.accept the request as they must support customer business outcomes C.make a decision based on balancing stability and responsiveness
D.refuse the request because they must operate the service to meet the agreed service levels Answer: C
QUESTION 25 The left-hand side of the service V model represents requirements and specifications. What does the right-hand side of the service V model represent?
A.Performance and capacity requirements of services and IT infrastructure B.The business value that can be expected from a given service C.Validation and Testing
D.roles and responsibilities for an effective service management implementation Answer: C
QUESTION 26 Which of the following processes are performed by the service desk? 1. capacity management 2. request management 3. demand management 4. incident management A.2 and 4 only Answer: A
QUESTION 27 Which of the following BEST describes 'partners' in the phrase \partners\
A.internal departments C.the facilities manager Answer: D
QUESTION 28 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 the adverse impacts on business operations
A.all of the alternatives apply B.1 and 2 only Answer: C
QUESTION 29 One organization provides and manages an entire business or function for another organization. This is known as:
A.business process outsourcing
B.business function outsourcing
C.2 and 3 only D.1 and 3 only
B.customers
D.suppliers, manufacturers and vendors
B.all of the alternatives apply
C.2 only
D.2, 3 and 4 only
C.business process management Answer: A
D.knowledge process outsourcing
QUESTION 30 The ITIL CORE publications are structured around the service lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT? A.it consists of five publications
B.it provides guidance to specific industry sectors and types of organization C.it is also structured around the service lifecycle
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000 Answer: B
QUESTION 31 Exhibit:
Which of the following areas would technology help support during the service operation phase of the lifecycle? Please refer to the exhibit. A.2, 3 and 4 only Answer: B
QUESTION 32 Exhibit:
Which of the following questions does guidance in service strategy help answer? Please refer to the exhibit. A.2 only Answer: D
QUESTION 33 Which of the following is a sub-process of capacity management? A.component capacity management C.technology capacity management Answer: A
QUESTION 34 Which of the following is a good metric for measuring the effectiveness of Service Level management? A.Customer satisfaction score
B.number of services deployed within agreed terms
B.process capacity management D.capability capacity management
B.3 only
C.1 only
D.all of the alternatives apply
B.All of the alternatives apply
C.1, 2 and 3 only
D.1, 3 and 4 only
C.average number of daily incidents managed by each service agent D.number of services in the service portfolio Answer: A
QUESTION 35 Which process is responsible for recording relationships between service components?
A.service portfolio management C.incident management Answer: C
QUESTION 36 Exhibit:
B.service asset and configuration management D.service level management
Which of the following should be supported by technology? Please refer to the exhibit. A.1, 3 and 4 only C.2, 3 and 4 only Answer: D
QUESTION 37 Which of the following activities is carried out in the \service improvement model?
A.aligning the business and IT strategies
B.defining measurable targets D.creating a baseline
B.1, 2 and 3 only
D.all of the alternatives apply
C.implementing service and process improvements Answer: B
QUESTION 38 The ITIL CORE publications are structures around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
A.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000 B.It is also structured around the Service Lifecycle C.It consists of five publications
D.It provides guidance to specific industry sectors and types of organization Answer: D
QUESTION 39 A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as: A.high utility and low warranty C.low utility and low warranty Answer: A
QUESTION 40 . With which of the following processes is Problem Management least likely to interface on a regular basis?
B.low utility and high warranty D.high utility and high warranty
A.IT Financial Management C.Incident Management Answer: A
B.Change Management D.Availability Management
QUESTION 41 . Which of the following places Problem Management activities in the correct order: A.Identify and record, classify, investigate and diagnose, raise an RFC, review the change B.Investigate and diagnose, raise an RFC, classify, identify and record
C.Identify and record, investigate and diagnose, raise an RFC, classify, review the change D.Review a change, classify, identify and record, investigate and diagnose, raise another RFC Answer: A
QUESTION 42 .Which of the following activities may, exceptionally, be omitted for an urgent change:
1. Recording that the change has been made 2. Testing the change 3.Holding a CAB meeting 4. Establishing a back-out plan A.All of them Answer: C
QUESTION 43 . Why is Service Management so important to IT service providers? A.The success of many businesses depends upon the quality of their IT B.It's the only way to manage IT in the Internet age C.It's contained within the IT Infrastructure Library
D.It's the first non-proprietary initiative for the management of IT systems Answer: A
QUESTION 44 . Which of the following is NOT the responsibility of the Release Management process? A.The physical aspects of software control
B.Ensuring that the accuracy of CMDB entries concerning software CIs is maintained C.Helping to determine the software release policy D.Distributing software Answer: B
QUESTION 45 . A service-based (rather than a customer-based) SLA:
B.2 and 4
C.2 and 3
D.3 and 4
A.Covers all services for a particular customer B.Covers a set of similar services, for a single customer C.Covers all services D.Covers a single service, for all of the customers of that service Answer: D
QUESTION 46 . Possible problems with Change Management include: A.Greater ability to absorb a large volume of change B.Increased visibility and communication of changes C.Lack of ownership of impacted services
D.Better alignment of IT services to actual business needs Answer: C
QUESTION 47 . Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident
Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff A.1 and 3 Answer: A
QUESTION 48 . Who must always authorize a Request for Change before the change is built and tested? A.The Configuration Manager C.The Change Manager Answer: C
QUESTION 49 . Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?
A.Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs
B.Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving
C.Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance
D.Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them Answer: C
QUESTION 50 . Which one of the following is NOT the responsibility of a Service Level Manager?
B.The Change Initiator D.Release Management
B.All three of them
C.Only 1
D.1 and 2
