NEW QUESTION 1
Which of the following are benefits to the business of implementing service transition?
1: Better reuse and sharing of assets across projects and resources
2: Reduced cost to design new services
3: Result in higher volume of successful changes

• A. 1 and 2 only
• B. 2 and 3 only
• C. 1 and 3 only
• D. None of the above

Answer: C

NEW QUESTION 2
The consideration of value creation is a principle of which stage of the service lifecycle?

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

Answer: B

NEW QUESTION 3
The difference between service metrics and technology metrics is BEST described as?

• A. Service metrics measure the end to end service; Technology metrics measure individual components
• B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
• C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
• D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Answer: A

NEW QUESTION 4
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

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

Answer: A

NEW QUESTION 5
Which role is responsible for carrying out the activities of a process?

• A. Process owner
• B. Change manager
• C. Service manager
• D. Process practitioner

Answer: D

NEW QUESTION 6
Which of the following is the BEST description of a centralized service desk?

• A. The desk is co-located within or physically close to the user community it serves
• B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
• C. The desk provides 24 hour global support
• D. There is a single desk in one location serving the whole organization

Answer: D

NEW QUESTION 7
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages

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

Answer: C

NEW QUESTION 8
What is the entry point or the first level of the V model?

• A. Service Solution
• B. Customer / Business Needs
• C. Service Release
• D. Service Requirements

Answer: B

NEW QUESTION 9
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 10
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1: Providing an understanding of what strategy is
2: Ensuring a working relationship between the customer and service provider
3: Defining how value is created

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

Answer: D

NEW QUESTION 11
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 12
Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

• A. A Problem model
• B. A Service Improvement Plan (SIP)
• C. A Request for Change (RFC)
• D. A Business Case

Answer: D

NEW QUESTION 13
What is the name of the group that should review changes that must be implemented faster than the normal change process?

• A. Technical management
• B. Emergency change advisory board
• C. Urgent change board
• D. Urgent change authority

Answer: B

NEW QUESTION 14
Where would you expect incident resolution targets to be documented?

• A. A service level agreement (SLA)
• B. A request for change (RFC)
• C. The service portfolio
• D. A service description

Answer: A

NEW QUESTION 15
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 16
A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?

• A. Be accountable for the outcome of an activity
• B. Perform an activity
• C. Be kept up-to-date on the progress of an activity
• D. Manage an activity

Answer: C

NEW QUESTION 17
Which one of the following do major incidents require?

• A. Separate procedures
• B. Less urgency
• C. Longer timescales
• D. Less documentation

Answer: A

NEW QUESTION 18
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 19
Which of the following is the BEST definition of a Risk?

• A. Something that won't happen
• B. Something that will happen
• C. Something that has happened
• D. Something that might happen

Answer: D

NEW QUESTION 20
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 21
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

• A. Service Strategy
• B. Continual Service Improvement
• C. Service Operation
• D. Service Design

Answer: B

NEW QUESTION 22
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 23
Which of the following statements BEST describes the aims of release and deployment management?

• A. To build, test and deliver the capability to provide the services specified by service design
• B. To ensure that each release package specified by service design consists of a set of related assets and service components
• C. To ensure that all changes can be tracked, tested and verified if appropriate
• D. To record and manage deviations, risks and issues related to the new or changed service

Answer: A

NEW QUESTION 24
What are the categories of event described in the UIL service operation book?

• A. Informational, scheduled, normal
• B. Scheduled, unscheduled, emergency
• C. Informational, warning, exception
• D. Warning, reactive, proactive

Answer: C

NEW QUESTION 25
Which one of the following is NOT an objective of problem management?

• A. Minimizing the impact of incidents that cannot be prevented
• B. Preventing problems and resulting incidents from happening
• C. Eliminating recurring incidents
• D. Restoring normal service operation as quickly as possible

Answer: D

NEW QUESTION 26
When should tests for a new service be designed?

• A. At the same time as the service is designed
• B. After the service has been designed, before the service is handed over to Service Transition
• C. As part of Service Transition
• D. Before the service is designed

Answer: A

NEW QUESTION 27
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 28
The MAIN purpose of the Service Portfolio is to describe services in terms of?

• A. Business Value
• B. Functionality
• C. IT Assets
• D. Service Level Requirements

Answer: A

NEW QUESTION 29
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