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Question 1:
Identity and Rights are two major concepts involved in which one of the following processes?
A. Access Management
B. Facilities Management
C. Event Management
D. Demand Management
Correct Answer: A
Question 2:
Which is an example of an internal customer?
A. A customer who has a contract with an internet service provider for a broadband connection
B. The HR department whose payroll service is provided by their organization\’s IT department
C. An IT department that uses a network service obtained from a supplier
D. A retail bank that outsources its infrastructure to a third-party supplier
Correct Answer: B
Question 3:
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
A. Service Transition
B. Risk Management
C. IT Service Continuity Management
D. Availability Management
Correct Answer: A
Question 4:
What does the `C\’ in `RACI\’ refer to?
A. Communicate
B. Configure
C. Customer D. Consult
Correct Answer: D
Question 5:
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier
Correct Answer: C
Question 6:
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D. 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?
Correct Answer: D
Question 7:
Which statement should NOT be part of the value proposition for Service Design?
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Correct Answer: D
Question 8:
Which practice identifies metrics that reflect the customer\’s experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
Correct Answer: C
Question 9:
Which of the following are managed by facilities management?
1.
Hardware within a data centre or computer room
2.
Applications
3.
Power and cooling equipment
4.
Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Correct Answer: C
Question 10:
What is the purpose of the `incident management\’ practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
Correct Answer: A
Question 11:
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Correct Answer: A
Question 12:
Which of the following are reasons why ITIL is successful?
1.
ITIL is vendor neutral
2.
It does not prescribe actions
3.
ITIL represents best practice
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Correct Answer: A
Question 13:
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
Correct Answer: C
Question 14:
Which of the following are types of service defined in ITIL?
1.
Core
2.
Enabling
3.
Special
A. 1 and 3only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
Correct Answer: C
Question 15:
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
Correct Answer: C