Combining ITIL, COBI T and ISO/IEC 27002 f or structuring compr ehensive inf ormation technology f or management in organizations
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1
Which sub process of Capacity Management focuses on the IT Infrastructure that is used to support provision?
Business Capacity Management
Component Capacity Management
Service Capacity Management
All of the above
Component Capacity Management
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2
The information security policy should include all of the following policies EXCEPT
A charging policy
A record retention policy
A E-mail policy
An asset disposal policy
A charging policy
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3
What is the purpose of Service Design?
To define the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization’s business outcomes
To ensure that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
To plan out the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments
To plan out the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments
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4
Which of the following is NOT a purpose of the Service Asset and Configuration Management (SCAM) process?
To determine the most appropriate release-unit level for each asset or component
To ensure that accurate and reliable information about assets is available when and where it is needed
To include details of how assets have been configured and the relationships between assets
To ensure that the assets required to deliver services are properly controlled
To determine the most appropriate release-unit level for each asset or component
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5
Which statement about IT Operations Management is CORRECT?
It is responsible for ensuring that business and IT services provider strategies and plans are closely aligned
It is responsible for performing the daily activities needed to manage IT services and the supporting IT infrastructure
It is responsible for managing risks that could seriously impact IT services
It is responsible for allowing users to make use of IT services, data or other assets
It is responsible for performing the daily activities needed to manage IT services and the supporting IT infrastructure
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6
Which statement about the scope of Access Management is CORRECT?
It involves the implementation of the policies from Information Security Management
It is applied to any facet of service management that needs to be closely managed and that can be automated
It allows users to make use of IT services, data, or other assets
It ensures that access to services is available at the times that were agreed upon
It involves the implementation of the policies from Information Security Management
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7
Which stages of the ITIL framework represent the revolving lifecycle stages of the lifecycle hub-and-spoke design?
Service Design, Service Transition and Continual Service Improvement
Service Strategy, Service Operation and Continual Service Improvement
Service Design, Service Transition and Service Operation
Service Strategy, Service Design, and Service Operation
Service Design, Service Transition and Service Operation
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8
Which aspect of service design is reviewed to make sure that existing roles and responsibilities have the ability to support a new service?
Design of Service Solutions
Design of management information system and tools
Design of required processes
Design of measurement methods and metrics
Design of required processes
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9
Your organization is in the process of developing multi-level service agreements. Which of the following is NOT a layer within a multi-layer service level agreement?
Customer Level
Corporate Level
Service Level
Strategic Level
Strategic Level
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10
Which of the following is an example of the management information systems and tools aspect of Service Design?
Customer and User Satisfaction Survey
Service Catalogue
Financial Information and Budgets
Service Level Agreements
Service Catalogue
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11
Which aspect of Availability is a measure of how long an IT service can perform its agreed function without interruption?
Maintainability
Reliability
Availability
Serviceability
Reliability
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12
Which of the following is the BEST description of a service?
A structured collection of activities that are intended to achieve a specific goal
A way of delivering value to customers by helping to bring about results customers want to accomplish without owning the specific costs and risks
Any capability or resource used by a service provider to provide utility and warranty to a customer
Any capability or resource used by a customer to accomplish a business result
A way of delivering value to customers by helping to bring about results customers want to accomplish without owning the specific costs and risks
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13
Which of the following resource can be used to indicate a breach to a service level target?
Authority Matrix
RACI Matrix
Pareto Chart
Service Level Agreement Monitoring (SLAM) chart
Service Level Agreement Monitoring (SLAM) chart
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14
Which type of service change is BEST described as a pre-authorized change that is low risk, relatively common, and follows a procedure or work instruction?
Standard Change
Minor Change
Normal Change
Emergency Change
Standard Change
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15
Which design feature for vital business functions (VBF) refers to an approach used to provide maximum availability of an IT service?
Fault Tolerance
Continuous Availability
High Availability
Continuous Operation
Continuous Availability
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16
Which of the following is a major Service Design aspect?
Strategies and Strategic Plans
Request for Changes (RFCs) to resolve operational issues
Management Information System and Tools
Service Level Agreements (SLA)
Management Information System and Tools
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17
Which of the following Service Design aspects specifically include the Service Catalogue?
Design of Technology and Management Architectures
Design of Measurement Methods and Metrics
Design of Management Information System and Tools
Design of Service Solutions
Design of Service Solutions
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18
Which of the following activities are included in IT Operations Management?
Access Management and IT Service Continuity Management (ITSCM)
Application Service Provider (ASP) and Facilities Management
IT Service Management (ITSM) and Release and Deployment Management
IT Operations Control and Facilities Management
IT Operations Control and Facilities Management
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19
Which of the following BEST describes an alert?
A design flaw or malfunction that causes a failure of one or more IT services or other configuration items (CIs)
A notification that a threshold has been reached, something has changed, or a failure has occurred
An unplanned interruption to an IT service or a reduction in the quality of an IT service
A change of state that has significance for the management of an IT service or other configuration item (CI)
A notification that a threshold has been reached, something has changed, or a failure has occurred
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20
Which of the following is responsible for negotiating agreements between the service provider and customer, as well as ensuring that these agreements are met?
Supplier Management
Service Level Agreement (SLA)
Demand Management
Service Level Management (SLM)
Service Level Management (SLM)
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21
Which of the following is the BEST description of a function?
A team or group of people and the tools they use to carry out one or more processes or activities
A structured set of activities designed to accomplish a specific objective
A temporary organization, with people and other assets required to achieve an objective or other outcome
A connection or interaction between the IT service provider and the business
A team or group of people and the tools they use to carry out one or more processes or activities
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22
Which of the following is one of the five major Service Design aspects?
Measurement Methods and Metrics
Standard Operating Procedures
Vital Business Function
Shared Service Unit
Measurement Methods and Metrics
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23
What do the four P’s of Service Design represent?
People, Process, Principles and Profit
People, Process, Products, and Projects
People, Process, Products and Partners
People, Process, Principles and Partners
People, Process, Products and Partners
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24
What is the purpose of Service Operation?
To ensure that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle
To plan out the services, governing practices, processes, and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments
To define the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization’s business outcomes
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
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25
Which of the following is used to manage the lifecycle of a single change?
Request for Change (RFC)
Standard Change
Change Model
Change Record
Change Record
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26
Which of the following does NOT describe Application Management?
It helps to decide if an application will be bought or built
It is the software that provides functions that are required by an IT service
Any department, group or team that is involved in managing and supporting operational applications can execute this function
It is the function that is responsible for managing applications throughout their lifecycle
It is the software that provides functions that are required by an IT service
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27
Which of the following aspects of Service Management would be included in the scope of Event Management?
Configuration items (CIs)
Environmental conditions
Security
All of the above
All of the above
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28
Which of the following is an interface with Incident Management from the Service Design stage of the Service lifecycle?
Service Level Management (SLM)
Access Management
Problem Management
Change Management
Service Level Management (SLM)
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29
What is the purpose of Continual Service Improvement (CSI)?
To ensure that new, modified or retired services meet the expectations of the business as documented in the Service Strategy and Service Design stages of the lifecycle
To plan out the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of service into supported environments
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
To ensure that IT services are aligned with changing business needs by identifying and implementing enhancements to IT services that support business processes
To ensure that IT services are aligned with changing business needs by identifying and implementing enhancements to IT services that support business processes
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30
Which of the following statements about Serviceability is CORRECT?
Customers require Service Level Agreements (SLAs) containing reliability targets
Maintainability is the primary service target within SLAs for the business and customers availability
Reliability and Maintainability targets within Operational Level Agreements (OLAs) should refer to the end-to-end service
All of the above
Reliability and Maintainability targets within Operational Level Agreements (OLAs) should refer to the end-to-end service
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31
Which of the following is MOST strategically focused on achieving service levels?
IT Operations Management
Release and Deployment Management
Business Relationship Management
Service Level Management (SLM)
Business Relationship Management
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32
Which type of external stakeholder of an IT service provider is the person or group who defines and agrees to the service level targets?
Suppliers
Customers
Vendor
Users
Customers
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33
Which of the following is a value that is a result of implementing good Service Transition?
Reduced frequency and duration of service outages
Allows the service provider to promptly and effectively respond to changes in the business environment
Improved quality of service
Improved control of service assets and configurations
Improved control of service assets and configurations
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34
Service desks can be structured in many ways. How would a Centralized Service Desk be described?
Several Service Desks merged into a single location
A Service Desk that gives the impression that it is a single centralized Service Desk, but in fact the personnel are scattered or located in any number (or type) of geographical locations
A Service Desk that includes two or more geographically dispersed Service Desks and provides 24-hour follow-the-sun service
A Service Desk that is co-located within, or that is physically located to, the users it serves
Several Service Desks merged into a single location
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35
Which step of the Continual Service Improvement (CSI) approach involves implementing IT Service Management (ITSM) processes?
Where are we now?
How do we get there?
Where do we want to be?
How do we keep the momentum going?
How do we get there?
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36
What can Service Automation improve?
Accounting and Agreement
Environment and Partnership
Input and Output
Utility and Warranty
Utility and Warranty
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37
Which of the following is a responsibility of the process practitioner?
Creating or updating records to prove that activities have been carried out correctly
Supplying goods or services that are required to deliver IT Services
Managing the lifecycle of all incidents
Appointing people to the required roles
Creating or updating records to prove that activities have been carried out correctly
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38
Which statements about the Service Knowledge Management System (SKMS) are CORRECT?
Configuration data is stored in the configuration Management Database (CMDB), which is fed through the Configuration Management System (CMS) to the SKMS.
The CMS is part of the SKMS
The SKMS provides support for making informed decision and delivering services
All of the above
All of the above
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39
Which of the following is the purpose of Change Management?
To ensure that changes are documented and analyzed.
To make effective use of overall risk by accepting potentially beneficial risks
To ensure that requests for change align with the business needs of the service
To ensure beneficial changes to be made with minimum disruption to IT Services
To ensure beneficial changes to be made with minimum disruption to IT Services
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40
Which of the following is NOT an output of Service Level Management (SLM)?
Service Improvement Plan (SIP)
Update to Request for Changes (RFCs)
Up-to-date Service Portfolio
Updated requirements for Underpinning Contracts
Up-to-date Service Portfolio
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41
Which of the following is NOT a characteristic of value as created through Services?
Value is defined by the Service Provider
Affordable mix of features
Value changes over time and circumstance
Achievement of objectives
Value is defined by the Service Provider
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42
Which of the following contains details of current and historic usage of IT Service and Components and also includes scenarios predicting business demands?
Configuration Management System
Capacity Plan
Configuration Baseline
Charter
Capacity Plan
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43
Which of the following is defined as the underlying cause of one of more unplanned interruptions to an IT Service?
Incident
Workaround
Problem
Event
Problem
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44
What is the MAIN responsibility of the Service Owner?
Communicate process information or changes as appropriate to ensure awareness
Define all aspects of an IT Service and its requirements throughout each stage of its lifecycle
Provide the overall management of all IT Services
Deliver a specific IT Service
Deliver a specific IT Service
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45
Which of the following is the BEST description of IT Service Management?
The implementation and Management of quality IT Services that meet the needs of the business
An approach that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT Services
The framework of policy, processes, standards, guidelines and tools that ensures an organization can achieve its Information Security Management objectives
A set of specialized organizational capabilities for providing value to customers in the form of Services
The implementation and Management of quality IT Services that meet the needs of the business
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46
Which of the following describes the “R” in RACI?
The person or people responsible for getting the job done
The person who controls quality and the end results
The people who are sought after for information and advice
People who are kept up to date on progress
The person or people responsible for getting the job done
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47
Continual Service Improvement (CSI) uses various types of metrics to support its activities. Which type of metric is frequently associated with applicationbased metrics?
Process metrics
Technology metrics
Service metrics
Improvement metrics
Technology metrics
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48
Which of the following is the purpose of the Request Fulfillment process?
To provide users with information on service availability and the required steps to obtain them
To manage the lifecycle of all Service Requests from users
To allow users to make use of IT Services, data or other assets
To ensure that normal service operation is restored as quickly and the business impact is minimized
To manage the lifecycle of all Service Requests from users
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49
As a category, Event are of ____________types
Exception
Informational
Informational and exceptions
None of the above
Informational and exceptions
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50
In event notification, a device is interrogated by a management tool, which collects certain targeted data. This is called polling
True
False
True
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51
Significance of the events can be categorized as:
Informational
Warning
Exception
All of the above
All of the above
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52
For your Event Management to be effective, it should be designed during:
Service Strategy
Service Design
Service Operation
Service Transition
Service Design
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53
Failed CI cannot be called as incident if service performance does not degrade
True
False
False
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54
Incidents can be logged by
Technical Staff
User
Service Desk
All of the above
All of the above
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55
Focus of Incident Management is on
Permanent resolution
Find the cause and fix it
Restore ASAP (AS early As Possible)
Make necessary changes in infrastructure
Restore ASAP (AS early As Possible)
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56
Incident Management team is exempted to follow Change Management process because they are supposed to fix the reported issues and in the process of fixing the issues, they are required to make necessary changes
True
False
False
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57
Urgency, Severity, Impact and Priority is related as
Urgency = Priority X Impact
Priority = Urgency X Impact
Severity = Impact X Priority
All are incorrect
Priority = Urgency X Impact
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58
Category in Incident management and category in Problem Management should be
Can be different
Doesn’t matter
Same
They are independent
Same
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59
Primary interface with Request fulfillment process is as below
Service Desk – Incident – Problem and Change
Incident – Problem – Change and Release
Incident – Capacity – Availability and Service Level Management (SLM)
Incident – Release and Configuration Management
Incident – Release and Configuration Management
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60
Challenges faced by Request Fulfillment process come from which combination
People and Process
Process and Technology
People and Technology
None of the above
Process and Technology
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61
As per ITIL, a ‘problem’ is defined as the case of one or more incidents
True
False
True
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62
Two major processes for Problem Management are
Error Control and Problem Control
Reactive and Proactive
Error Control and Proactive
Problem Control and Reactive
Reactive and Proactive
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63
Known Error database should be owned by
Configuration Management as part of CMDB
Knowledge Management as part of SKMS
Problem Management
Should be owned by Tools group or KM team
Problem Management
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64
In Service Transition phase, Problem Management interacts with
Change Management
Configuration Management
Release and Deployment Management
All of the above
All of the above
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65
In Service Design, Problem Management deals with
Supplier Management
Transition Planning and Support
Security Management
Capacity Management
Capacity Management
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66
Access Management process is subset of the Availability Management process, whose objective is to ensure that all those authorized should have access to the documents and information:
True
False
False
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67
Service Operations team is accountable to find CI discrepancies while working on day to day basis
True
False
False
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68
Service Operations team is supposed to update the CI status and details based on
Operations Manager’s approval
Configuration Manager’s approval
Incident Manager’s approval
Operations Management function
Configuration Manager’s approval
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69
Monitoring is performed by Service Operations teams, involved processes are:
Supplier – Service Level Management (SLM) – Service Reporting
Event – Capacity – Availability
SLM – Incident – Problem
Change – Validation – Release
Event – Capacity – Availability
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70
Technical Management function has two responsibilities
Build technical knowledge and deploy resources to support ITSM lifecycle
Custodian of technical knowledge and owners of technically competent resource pool
Custodian of technical knowledge and deploy resources to support ITSM lifecycle
None of the above
Custodian of technical knowledge and deploy resources to support ITSM lifecycle
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71
Discovery tools are used to
Discover issues in the service line
Populate and verify the CMS data and to assist in license management
Discuss CI attributes of all the CI not live in the network
Establish and / or confirm the scope of the service landscape
Populate and verify the CMS data and to assist in license management
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72
Critical Success factors of Service Operations are
Management Support
Business Support
Staffing Support
All of the above
All of the above
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73
Effectiveness and Efficiency is the driver in every facet of the service operations, which of the following statement is true – 1. A measure of whether the objective has been achieved is called effectiveness, 2. A measure of whether right amount of resources has been used to deliver an output is called efficiency
Both 1 and 2 are correct
Both 1 and 2 are incorrect
Statement 1 is correct
Statement 2 is correct
Both 1 and 2 are correct
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74
Failure of a Configuration Item not resulting in disruption of service is also called as an incident
True
False
True
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75
Knowledge Base and Known Error Database is same
True
False
False
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76
Which of the statements are wrong:
MTBF = Mean time Between Failures
MTTR = Mean time to Repair
MTTR = Mean time to Restore Service
MTBSI = Mean time Between System Incidents
MTTR = Mean time to Restore Service
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77
Writing of an equal amount of an asset’s value each year, usually a fixed percentage of cost, is known as …….
Transfer cost
Discounted cash flow
Net Book Value
Depreciating
Depreciating
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78
Utility and Warranty can be explained as Increases performance average and Reduces performance variation
True
False
True
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79
Utility is explained as
It increases gain and it reduces pain
It increases gain or it reduces pain
It creates a balance between gain and pain
None of the above statement is correct explanation
It increases gain or it reduces pain
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80
Four P’s of Service Strategy are
Perspective - Positions - Plan and Pattern
Product - Price - Position and Perception
Product - Plan - Price and Position
Perspective - Perception - Position and Price
Perspective - Positions - Plan and Pattern
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81
Financial Management is responsible for
Budgeting
Accounting
Charging
All of the above
All of the above
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82
Analyzing Pattern of Business Activity is responsibility of
Demand Management
Service Level Management
Service Portfolio Management
Capacity Management
Demand Management
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83
Service Portfolio categorizes the risk in to following categories
Grow the business
Run the business
Transform the business
All of the Above
All of the Above
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84
Outcome of existing Service Portfolio analysis leads to
Retain and Replace
Rationalize and Refactor
Renew and Retire
All of the Above
All of the Above
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85
Service Portfolio is sum of
Service Pipeline and Service Catalogue
Service Design and Service Strategy
Service Catalogue and Service Design
None of the above
Service Pipeline and Service Catalogue
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86
Which of the following statements about the Service Owner is INCORRECT?
Carries out the day-to-day monitoring and operation of the service they own
Contributes to continual improvement affecting the service they own
Is a stakeholder in all of the IT processes which support the service they own
Is accountable for a specific service within an organization
Is accountable for a specific service within an organization
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87
Demand Management is about
Understanding the Pattern of Business Activity (PBA)
Influencing demand
Both of them
None of the above
Both of them
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88
Continual Service Improvement expect all Service Managers to identify and differentiate between two basic role:
Productions Vs Operations
Productions Vs Project
Operations Vs Project
None of the above
Productions Vs Project
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89
Core Objective of Service Improvement should be:
Increasing Efficiency
Maximizing Effectiveness
Optimizing cost of services and underlying ITSM process
All the above
All the above
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90
Improvement cannot be achieved without clear and unambiguous accountabilities
True
False
True
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91
In Continual Service Improvement (CSI), Deming cycle is critical at following points
Implementation of CSI
Application of CSI to services and service management process
Both of the above
None of the above
Both of the above
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92
Your measurement framework should address following as, basic reason to monitor and measure
Validate, direct, intervene and justify
Verify, improve, review and update
Review, improve, verify and validate
Validate, review, improve and measure
Validate, direct, intervene and justify
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93
ITIL is compliant to following ISO models:
ISO20000
ISO27000
ISO19770
None of the above
None of the above
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94
To Support Continual Service Improvement (CSI) activities, organization needs to collect following types of metrics
Technology, Process and Service
People, Process and Technology
People, Process and Partner
Service, Technology and People
Technology, Process and Service
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95
Service Reporting is responsibility of
Service Reporting Process
Service Level Management
Both of the above
None
Both of the above
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96
What are various cost involved in Continual Service Improvement (CSI) implementation
Labor Cost and expertise cost
Tooling cost and training cost
Both of the above
None of the above
Both of the above
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97
Which of the following do Technology Metrics measure?
Components
Processes
The end to end service
Customer Satisfaction
Components
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98
Which of the following do Service Metrics measure?
Processes and functions
Maturity and cost
The end to end service
Infrastructure availability
The end to end service
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99
Which of these is the correct set of steps for the Continual Service Improvement Model?
Devise a strategy; Design the Solution; Transition into Production; Operate the Solution; Continually Improve
Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
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100
An organization has undertaken the first two steps in the 7-Step Improvement Process, and has found a large gap between what it believes it SHOULD measure, and what it IS ABLE TO measure. The organization is in the process of drafting SLAs. What is the BEST way of dealing with this limited measurement capability in the short to medium term?
SLAs should include targets based on what should be measured; Monitoring capabilities will then be gradually enhanced to allow the necessary monitoring and reporting to be introduced
Work on the SLAs should be suspended until adequate monitoring capabilities are available to support the required targets
SLAs should include targets based on what can currently be measured; SLA targets should be gradually enhanced as increased monitoring capability becomes available
Operational Level Agreements (OLAs) and UCs should be examined, and targets should be included in the SLA to match those in the OLAs/UCs
SLAs should include targets based on what should be measured; Monitoring capabilities will then be gradually enhanced to allow the necessary monitoring and reporting to be introduced
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101
An important beginning point for highlighting Continual Service Improvement is perform:
Baseline
Process Audit
Process Assessment
Statistical Analysis
Baseline
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102
Continual Service Improvement is expected to identify faults or weaknesses in which of the following Lifecycle phases?
All phases of the Service Lifecycle
All phases of the Lifecycle, except Service Strategy
All phases of the Lifecycle, except CSI
Service Design, Service Transition and Service Operation only
All phases of the Service Lifecycle
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103
Which of the following is NOT an aim of the Change Management process?
To ensure the impact of changes are better understood
To ensure standardized methods and procedures are used for efficient and prompt handling of changes
To ensure that all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
To deliver and manage IT services at agreed levels to business users
To deliver and manage IT services at agreed levels to business users
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104
Identify the processes covered as part of Service Transition?
Change Management, Service Asset and Configuration Management, Release and Deployment Management
Change Management, Capacity Management, Event Management, Service Request Management
Service Level Management, Service Portfolio Management, Service Asset and Configuration Management
Service Asset and Configuration Management, Release and Deployment Management, Request Fulfillment
Change Management, Service Asset and Configuration Management, Release and Deployment Management
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105
Most important activity of Change Management is
Change Impact Assessment
Deploying Change
Managing CI during change process
Managing Known error
Change Impact Assessment
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106
What are various types of change
Strategic Change
Tactical Change
Operational Change
All of the above
All of the above
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107
MTRS is defined as
Mean time to restore service
Mean time to resolve service
Maximum time to resolve service
Maximum time to restore service
Mean time to restore service
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108
Success of Change Management is measured during
During post release review after success of release
During post implementation review
During Change impact assessment
Customer Satisfaction Survey
During post implementation review
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109
Ideally Change and Release Management should not be handled by same person
As they need to work very closely
Release Management is subset of Change Management
As there is conflict of interest
Both the processes can be handled by same person
As there is conflict of interest
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110
Change Impact Assessment is done based on
Technical Impact Assessment
Business Impact Assessment
Financial impact assessment
All of the above
All of the above
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111
Key activities in Service Asset and Configuration Management process is
Planning – Identification – Control – Status Accounting – Verification and Audit
Plan – Inform – Control –Account – Verify
Prepare – Identify – Control – Status Accounting – Validation and Verification
Planning – Identification – Control – Status Accounting – Validation and Verification
Planning – Identification – Control – Status Accounting – Verification and Audit
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112
Which statement correctly describes the difference between Asset Management and Configuration Management?
Asset Management only deals with what is owned; Configuration Management deals with everything in the infrastructure
Asset Management is a superset of Configuration Management because it includes non-IT assets such as chairs and tables
Asset Management deals with the financial aspects of Configuration Items (CIs); Configuration Management only deals with the technical details of the infrastructure
Configuration Management goes much further than Asset Management because it also specifies the relationships between assets
Configuration Management goes much further than Asset Management because it also specifies the relationships between assets
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113
Which of the following is NOT a part of the Release Process?
Moving software from the DML to the Development Environment
Moving software from the DML to the Live Environment
Moving software from the development to the Test Environment
Moving software from the live environment to the DML
Moving software from the live environment to the DML
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114
Items of Information stored in the CMDB relating to a specific CI are known as?
Components
Features
Attributes
Characteristics
Attributes
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115
Which process is accountable to manage DML and definitive spares
SACM
SPM
SLM
CSI
SACM
-
116
DML is foundation for
Release Management
Configuration Management
Change Management
Problem Management
Release Management
-
117
Which of the following statements is CORRECT?
The Configuration Management System is part of the Known Error Data Base
The Service Knowledge Management System is part of the Configuration Management System
The Configuration Management System is part of the Service Knowledge Management system
The Configuration Management System is part of the Configuration Management Database
The Configuration Management System is part of the Service Knowledge Management system
-
118
In ITIL service lifecycle configuration levels and baseline points are represented by
Numbered Triangles
Sequenced square
7 step improvement model
DMAIC methodology
Numbered Triangles
-
119
To define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure is objective of
SACM
SLM
CSI
Change Management
SACM
-
120
Various release and deployment approach can be explained as
Big bang vs Phased
Push and pull
Automated vs manual
All of the above
All of the above
-
121
Release Window is same as Change Window
True
False
True
-
122
Release planning starts as soon as
Change is logged
Change is approved
Release management receives specific input to start the release planning
When all the required CI is available
Change is approved
-
123
Back-out plan is built and approved by
Release Management
Change Management
Both of them
None of them
None of them
-
124
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 Service Change
A Release request
A Change Request
A Configuration Control
A Service Change
-
125
Release Management should update KEDB for all error which is released during deployment
True
False
True
-
126
Service Validation and testing process is responsible for
Validation and testing of new or changed services
Validation and testing of existing services
Validation and testing of all CI
Validation and testing of release unit
Validation and testing of new or changed services
-
127
Transition management is all about
Communication management
Stakeholder management
Both of the above
None of the above
Both of the above
-
128
Transition is defined as a change in state, corresponding to a movement of an IT service or other configuration item from lifecycle to another
True
False
True
-
129
It is important for the operation of a given application that the version of the software installed on each of the computers on the network is the same. Which process is responsible for this?
Change Management
Configuration Management
Network Management
Release Management
Release Management
-
130
Which of the following is a value that is a result of implementing best practices for Service Operation?
Meet the goals of the organization’s security policy
Improved quality of Service
Makes sure that IT Services stay aligned to business requirements
Improved control of Service Assets and Configurations
Meet the goals of the organization’s security policy
-
131
Which Service Design aspect would benefit the MOST by using a RACI model?
Design of Service Transitions
Design of measurement methods and metrics
Design of Technology and Management Architectures
Design of process required
Design of process required
-
132
Which statement about Business Relationship Management (BRM) is NOT correct?
The purpose of BRM is to identify the customer’s needs including Warranty and Utility
One of the purposes of BRM is to negotiate warranty terms with the customer
BRM focuses on the Services provided to the customer
BRM uses Customer Satisfaction as the primary measure of Successfully delivering the Service or Services
One of the purposes of BRM is to negotiate warranty terms with the customer
-
133
Which ITIL process aims to trace business-critical services for which supplementary emergency measures must be taken?
Problem Management
Availability Management
Capacity Management
IT Service Continuity Management
IT Service Continuity Management
-
134
What is the criterion used by Change Management in determining the category for a Request for Change?
Impact
Urgency
Priority
Content
Impact
-
135
Which of the following best describes ‘Reliability’?
The ability of a CI to remain functional under given conditions
The ability of a CI to be retained in, or restored to, an operational state
The combination of confidentiality, integrity and maintainability
The ability of a service to remain functional even though some components have failed
The ability of a CI to remain functional under given conditions
-
136
Which of the following lists best describes the key attributes needed by Service Desk Staff?
Well Presented; Technical Specialist; Numerate; Good Interpersonal Skills
Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills
Good Interpersonal Skills; Tenacious; Technically Astute; Firm
Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills
-
137
What is the use of additional technical expertise in the Incident Management process called?
Incident Classification
Problem Analysis
Functional Escalation
Resolution and recovery of the incident
Functional Escalation
-
138
Consider the following statements: 1. A service level agreement is a written agreement between the service provider and the customers. 2. Negotiation of service levels must involve the customers of the services involved 3. Underpinning contracts must be capable of supporting targets agreed in SLA’s. Which of the above are correct?
1 & 3 only
None
All
1 & 2 only
All
-
139
The name given to the document which outlines the responsibilities between internal functional areas with respect to assisting in the provision of an IT Service to the Customer/s is?
Underpinning Contract
Service Level Agreement
Operational Level Agreement
Service Level Requirements
Operational Level Agreement
-
140
Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?
Availability Manager
Incident Manager
Problem Manager
Service Level Manager
Availability Manager
-
141
The Ishikawa Diagram or Cause & Effect Analysis (Fishbone) is a technique employed by which ITIL Discipline?
Capacity Management
Incident Management
Availability Management
Problem Management
Problem Management
-
142
Typically a Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names referring to the single point of contact
True
False
True
-
143
Which of the following is the BEST description of remediation?
Defines repeatable way of dealing with a particular category of change
Supports the assessment, prioritization, authorization and scheduling of changes
Involves the actions taken to recover after a failed change or release
Specifies a regular, agreed time when changes or releases may be implemented with minimal impact on services
Involves the actions taken to recover after a failed change or release
-
144
Which of the following influences the scope of the initial Service Design?
Functional Requirements
Overall Design Constraints
Business Benefits
All of the above
All of the above
-
145
Which of the following BEST describes an outcome?
A means of delivering value to customers by facilitating the results customers want to achieve without the ownership of specific costs and risks
Something that is measured and reported to help manage a process, IT Service or activity
A measure of what is achieved or delivered by a system, person, team, process or IT Service
The result of carrying out an activity, following a process or delivering an IT Service
The result of carrying out an activity, following a process or delivering an IT Service
-
146
Which of the following is NOT an objective of Service Portfolio Management (SPM)?
Providing a clear service provision model that conveys how service assets are used to supply services
To record and trace each of the service’s investment throughout the Service Lifecycle
To study the viability of the current services and determine when they need to be retired
To control the services offered to its customers
Providing a clear service provision model that conveys how service assets are used to supply services
-
147
Which of the following statements about Service Automation is CORRECT?
It negatively affects the classification of elements such as Configuration Items (CIs) and incidents
It prevents IT service information from being updated in the Service Catalogue.
It is used to improve the RACI model
It is known to improve the Utility and Warranty of services
It is known to improve the Utility and Warranty of services
-
148
Which type of metric is used by Continual Service Improvement (CSI) and tracks the performance of end-to-end services?
Improvement Metrics
Service Metrics
Process Metrics
Technology Metrics
Service Metrics
-
149
Ensuring that policies and strategy are actually implemented is an example of which of the following?
Governance
Business case
Confidentiality
Control perspective
Governance
-
150
Which of the following is NOT a value that is a result of implementing best practices for Continual Service Improvement?
Improved control of Service Assets and Configurations
Steady and ongoing improvements in service quality
Recognized opportunities to increase the value of organizational structures and capabilities
Ensures that IT services stay aligned to the requirements of the business
Improved control of Service Assets and Configurations
-
151
Which of the following terms means an unplanned interruption to an IT Service reduction in the quality of an IT Service
Change
Incident
Impact
Problem
Incident
-
152
Which of the following is the BEST description of Service Management?
A set of specialized organizational capabilities for providing value to customers in the form of services
An approach that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT Services
The functionality offered by a product or service to meet a particular need
An assurance that a product or service will meet the agreed requirements
A set of specialized organizational capabilities for providing value to customers in the form of services
-
153
What is the responsibility of Application Management?
Manage information about IT infrastructure available on a network and corresponding user access rights
Provide IT Services using applications running at the service provider’s premises
Administer applications throughout their lifecycle
Track and report the value and ownership of assets throughout their lifecycle
Administer applications throughout their lifecycle
-
154
Who usually chairs the Change Advisory Board (CAB)?
IT Service Continuity Management (ITSM) staff
Business Relationship Manager (BRM)
Problem Manager
Change Manager
Change Manager
-
155
Which of the following is used as a reference point for later comparison in the Continual Service Improvement stage of the Service Lifecycle?
Asset
Baseline
Build
Configuration Item (CI)
Baseline
-
156
Which Service Design aspect considers Key Performance Indicators (KPIs) to help ensure that the efficiency, effectiveness and cost effectiveness of IT Services are all managed?
Technology and Management Architectures.
Processes required
Measurement methods and metrics
Service Solutions
Measurement methods and metrics
-
157
Which function is responsible for providing technical skills in support of IT Services and Management of the IT infrastructure?
Technical Management
Service Management
Business Service Management
Service Level Management
Technical Management
-
158
Which of the following is the single point of contact for IT users on a day-by-day basis?
Service Desk
IT Operations
Process Manager
Incident Manager
Service Desk
-
159
Which of the following items need to be documented in a Pattern of Business Activity (PBA) profile?
Marketing plans, Attributes, Requirements and Sales Forecasts
Business Plans Classification, Sales Forecasts and Service Asset Requirements
Classification, Attributes, Requirements and Service Asset Requirements
Marketing Forecasts, Business Plans, Production Plans and new Product Launch Plans
Classification, Attributes, Requirements and Service Asset Requirements
-
160
Which of the following determines the effect that a loss of service would have on a business and when (during a given time period) the loss of service is most harmful?
Business Capacity Management
Business Case
Business Perspective
Business Impact Analysis
Business Impact Analysis
-
161
the process owner is CORRECT?
Is a part responsible for supplying goods or service that are required to deliver IT Services
Is responsible for ensuring that a process is fit for purpose
Is responsible for operational management of a process
Is a process that is responsible for managing the lifecycle of all Incidents
Is responsible for ensuring that a process is fit for purpose
-
162
Which of the following is a responsibility of the process practitioner?
Managing the lifecycle of all incidents
Creating or updating records to prove that activities have been carried out correctly
Supplying goods or services that are required to deliver IT Services
Appointing people to the required roles
Creating or updating records to prove that activities have been carried out correctly
-
163
Which of the following is responsible for keeping accurate information for the organization’s services in transition to a live environment?
Availability Management
Asset Management
Service Level Management (SLM)
Service Catalogue Management
Service Catalogue Management
-
164
To what does the term Standard Change refer?
A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction
A change that has to be applied as soon as possible
A change that follows the defined steps of the Change Management process
The addition, modification or removal of anything that could have an effect on IT Services
A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction
-
165
In the context of service operations managing day to day activities, which of the following statement is true – 1. Functions are logical concept covering people and technology to perform tasks from a defined process on an ongoing basis, 2. Departments are the formal organization formed to perform task from predefined process on an ongoing basis
Statement 1 is correct
Statement 2 is correct
Statements 1 and 2 are correct
Statements 1 and 2 are incorrect
Statements 1 and 2 are correct
-
166
Building stable service operations with good balance between internal and external focus required a long term planning. The balance referred in statement refers to
Stability Vs Responsiveness
Internal Vs External
Demand Vs Supply
Top down Vs bottoms up
Stability Vs Responsiveness
-
167
Service Operation tries to create balance between
Cost Vs Quality
Reactive Vs Proactive
Internal Vs External Focus
All of the above
All of the above
-
168
In an organization, the purchasing department has relocated internally - not just the people, but also their IT resources. A Service Desk employee has been commissioned to relocate this department’s workstations. In which ITIL process is this employee now playing a role?
Configuration Management
Problem Management
Change Management
Incident Management
Change Management
-
169
Which ITIL process or which ITIL department has responsibilities that include distributing information to users?
Change Management
Customer Relationship Management
Incident Management
Service Desk
Service Desk
-
170
Which statement best describes the role of the Service Desk?
The primary task of the Service Desk is to investigate problems
The Service Desk functions as the first contact for the customer
The Service Desk ensures that the telephone is always manned
The Service Desk ensures that the agreed IT service is available
The Service Desk functions as the first contact for the customer
-
171
Which activity in the Problem Management process is responsible for generating Requests for Change (RFCs)?
Problem Analysis
Error Control
Proactive Problem Management
Monitoring
Error Control
-
172
What does Mean Time To Repair (MTTR) mean?
Average downtime of a service
Average uptime of a service
Average time of the breakdown-free period within a measured period
Average time between two consecutive incidents
Average downtime of a service
-
173
Where are the statuses of changes recorded?
in the Known Error database
in the Definitive Software Library (DSL)
in the Change database
in the Configuration Management Database (CMDB)
in the Configuration Management Database (CMDB)
-
174
What is a request to replace something within the IT infrastructure called?
Replacement Request
Request for Change
Service Request
Request for Release
Request for Change
-
175
Which subject should be one of the standard items on the agenda of a meeting of the Change Advisory Board (CAB)?
Reports from Service Level Management
Ongoing or concluded Changes
The registration of Changes
The wishes of customers to implement Changes
Ongoing or concluded Changes
-
176
Which ITIL process is responsible for creating the cost agreements for extra support of the Service Desk?
Service Level Management
Incident Management
Availability Management
Financial Management for IT Services
Service Level Management
-
177
For which of the following activities of Configuration Management are audits regularly implemented?
Status monitoring
Planning
Identification
Verification
Verification
-
178
Release Management has distributed a defective Release. As a result, monthly invoicing has come to a standstill. This has very radical consequences for the business and has been reported as an incident. According to ITIL best practices, what should happen next?
Change Management will start a Post Implementation Review (PIR)
Service Level Management will start a Service Improvement Program (SIP)
Problem Management will submit a Request for Change (RFC)
Release Management will implement the back-out plan
Release Management will implement the back-out plan
-
179
According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance. Which of the following answers specifies the correct sequence for these steps?
Check - Plan - Act – Do
Act - Check - Do – Plan
Do - Plan - Check – Act
Plan - Do - Check – Act
Plan - Do - Check – Act
-
180
The Deming quality circle is a model for control based on quality. Which step in this model must be taken first?
Adjustment
Implementation
Planning
Measurement
Planning
-
181
Information is regularly exchanged between Problem Management and Change Management. What information is this?
RFCs from the users that Problem Management passes on to Change Management
RFCs from the Service Desk that Problem Management passes on to Change Management
Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs)
RFCs resulting from Known Errors
RFCs resulting from Known Errors
-
182
Which status is a problem assigned once its cause has been identified?
Incident
Known Error
Request for Change (RFC)
Work-around
Known Error
-
183
What is the term used for a situation derived from a series of incidents with the same characteristics?
Service Call
Problem
Change Request
Known Error
Problem
-
184
What is the first step when registering an incident?
Perform matching
Assign an incident number
Determine the priority
Record the incident data
Assign an incident number
-
185
Changes are divided into categories. What criterion defines a category for a change?
The consequences of the change such as limited, substantial, significant, etc
The sequence in which the change is made
The speed with which the change is made
The Request for Change number that the change is assigned
The consequences of the change such as limited, substantial, significant, etc
-
186
Which data, for a new Configuration item (CI), is recorded in the Configuration Management Database (CMDB)?
The Request for Change number for the Configuration Item
Repairs to the Configuration Item
The impact of the Configuration Item
The relationship to other Configuration Items
The relationship to other Configuration Items
-
187
When is a Known Error identified?
When the incident has been sent to Problem Management
When the problem is known
When the problem has been resolved
When the cause of the problem is known
When the cause of the problem is known
-
188
User reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user’s PC replaced within three hours?
Availability Management
Change Management
Service Level Management
Configuration Management
Change Management
-
189
Which ITIL process is responsible for analyzing risks and counter measures?
Capacity Management
Service Desk
Problem Management
IT Service Continuity Management
IT Service Continuity Management
-
190
Which aspects are described in a Service Level Agreement (SLA)?
The costs and expected revenue of the services offered
The technological developments that can affect the services offered
The quality, expressed in quantity and costs, of the services offered
The company strategy
The quality, expressed in quantity and costs, of the services offered
-
191
In the Service Level Management Process, what happens during the activity called “monitoring”?
Guarding agreements with the customer
Acquiring customers
Identifying the needs of customers
Guarding negotiations with the customer
Guarding agreements with the customer
-
192
Consider the following statements- 1: An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his computer, 2: A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer. Which of these statements is correct?
Both
Neither
Only the first
Only the second
Only the second
-
193
Consider the following statements- 1: A change in the IT infrastructure is always the result of a change of a Service Level, 2: A Service Level Agreement (SLA) exhibits many similarities to a procedure for drawing up a Request for Change (RFC). Are these statements correct?
Both
Neither
Only the first
Only the second
Neither
-
194
The performance of the network in a large computer centre is monitored 24 hours a day. This produces data for which processes?
Change Management, Financial Management and Service Level Management
Financial Management, Service Desk and Problem Management
Availability Management, Capacity Management and Change Management
Availability Management, Capacity Management and Problem Management
Availability Management, Capacity Management and Problem Management
-
195
When can the building, testing and implementation of a change begin?
If it is urgent, as soon as the Request for Change has been classified
As soon as there is a back-out plan for the change
As soon as the impact analysis has been discussed by the members of the Change Advisory Board
As soon as the Request for Change has been formally authorized
As soon as the Request for Change has been formally authorized
-
196
Which of the concepts below belongs to IT Service Continuity Management?
Maintainability
Resilience
Vulnerability
Serviceability
Vulnerability
-
197
A major change to an existing service is to be designed and built and the issue of what Configuration Management is responsible for has been raised. For which of the following activities does Configuration Management NOT have a responsibility?
Controlling the completeness and correctness of all data about the software modules
Naming and recording data about software modules
Quality assurance of the software modules
Registering and monitoring the status of the software modules
Quality assurance of the software modules
-
198
When must a Post Implementation Review take place?
In case of emergency changes
If another incident of the same type occurs again after a Change has been made
After every Change
At the request of the person who submitted the Change request
After every Change
-
199
Which activity is not the responsibility of IT Service Continuity Management?
Executing impact analyses of incidents related to the back-out facilities
Testing back-out arrangements
Drawing up back-out scenarios
Analyzing risks
Executing impact analyses of incidents related to the back-out facilities
-
200
When is a back-out plan invoked?
When it is found that something went wrong when implementing a Change
When it is found that something went wrong when testing a Change
When it is found that something went wrong when building a Change
When it is found that something went wrong when scheduling resources
When it is found that something went wrong when implementing a Change
-
201
The management of ABC Inc. has insisted that each request for a new workstation installation be handled with optimum efficiency and effectiveness. Which ITIL process is designed to achieve this desired outcome?
Change Management
Customer Liaison
Problem Management
Service Level Management
Change Management
-
202
Which of the examples below is NOT an example of a configuration item?
A user manual
A company’s organization chart
A systems update procedure
A unique identification code
A unique identification code
-
203
Which ITIL process provides change proposals in order to eliminate structural errors?
Availability Management
Problem Management
Security Management
IT Service Continuity Management
Problem Management
-
204
Nitin calls the Service Desk and reports that the system is slow. He asks whether he can be given another PC like his colleague’s, which is much faster. Which term is applicable to this situation?
Problem
Incident
Request for Change
Classification
Request for Change
-
205
The cash registers in a supermarket experience network disruptions daily between 4 p.m. and 6 p.m. Which ITIL process is responsible for solving these difficulties on a structural basis?
Availability Management
Capacity Management
Incident Management
Problem Management
Problem Management
-
206
Which of the following describes the basic concept of Integrity in the Security Management process?
The capacity to verify the correctness of the data
The correctness of the data
Protection of the data against unauthorized access and use
Access to the data at any moment
Protection of the data against unauthorized access and use
-
207
What is meant by the ‘Urgency’ of an incident?
The degree to which the incident gives rise to a deviation from the normal service level
The time needed by IT Services to resolve the incident
The relative importance of the incidents when handling them
The degree to which the solution of an incident tolerates delay
The degree to which the solution of an incident tolerates delay
-
208
What is the key activity of processes defined in Service Strategy
How robust business cases will be created to secure strategic investment in service assets and service management capabilities
What services are running
How to measure and develop SLA’s
None of the above
How robust business cases will be created to secure strategic investment in service assets and service management capabilities
-
209
Which of the following is a benefit of using ITIL?
That the users can influence the IT organization providing the IT services
That the quality and the costs of the IT services can be controlled more efficiently
That the organization around the IT services can be set up faster
That it is finally possible to charge for IT services
That the quality and the costs of the IT services can be controlled more efficiently
-
210
An organization plans on implementing a new network operating system. Before the actual implementation takes place, the plan of approach for achieving the implementation is discussed. Under whose leadership is this discussion held?
The Service Level Manager
The Network Manager
The Change Manager
The Service Manager
The Change Manager
-
211
The activity that aims to identify the potential damage or loss to an organization resulting from disruption to critical business processes is:
Business Impact Analysis
Component Failure Impact Analysis
Root Cause Analysis
Service Outage Analysis
Business Impact Analysis
-
212
The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission?
Incident Management
Service Level Management
Change Management
Configuration Management
Change Management
-
213
Your Network Department has made an agreement with an external organization in order to fulfill an agreement with its internal customer. Where would the agreement with the external organization be specified?
Service Level Requirement (SLR)
Underpinning Contract (UC)
Operational Level Agreement (OLA)
Service Level Agreement (SLA)
Underpinning Contract (UC)
-
214
What is the difference between Asset Management and Configuration Management?
Asset Management deals with the financial aspects of Configuration Items
Configuration Management goes much further than Asset Management, because it also specifies the relations between the assets
Asset Management only deals with what you own; Configuration Management deals with everything in your infrastructure
Asset Management is a superset of Configuration Management, as it includes non-it assets such as chairs and tables
Configuration Management goes much further than Asset Management, because it also specifies the relations between the assets
-
215
The Service Level Manager requires confirmation that the internal Service Desk can answer Customer calls within 10 seconds. In which document might the Service Desk’s agreement to this requirement be recorded?
Internal Specification Sheet
Operational Level Agreement
Service Level Agreement
An underpinning third party contract
Operational Level Agreement
-
216
The sequence of dealing with problems must be based on…
The category to which the problem belongs
The impact of the problem
The priority of the problem
The urgency of the problem
The priority of the problem
-
217
Release management staff do not carry out ;
The planning of rollouts of hardware and software
The distribution of software applications to remote locations
The testing of software to eradicate errors
The release and implementation of software into the live environment
The testing of software to eradicate errors
-
218
Which of the following statements about the Service Catalogue is correct?
It is necessary in order to draw up an SLA
It describes only those services that are also included in the Service Level Agreement (SLA)
It can be used instead of an SLA
It describes all services that can be supplied by the IT management organization
It describes all services that can be supplied by the IT management organization
