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Question 1:
Which is an example of how service automation assists service automation assists service management?
A. Customers can employ more sales staff during peak business periods
B. The capacity of services can be adjusted to respond to respond to variations in demand
C. Requests for new services can be authorized by anyone in service management
D. The capacity of the service desk can be reduced to prevent users contacting it at busy times
Correct Answer: B
Question 2:
What is a service?
A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Correct Answer: B
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 3:
Which activity captures the demand for incident resolution and service requests?
A. Change control
B. Problem management
C. Service desk
D. Service catalogue management
Correct Answer: C
Question 4:
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
A. Business objectives
B. Improvement plans
C. Assessment results
D. KPI reports
Correct Answer: D
Question 5:
Which competencies are required by the \’service level management\’ practice?
A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment
Correct Answer: B
Question 6:
Which of the following should IT service continuity strategy be based on?
1.
Design of the service metrics
2.
Business continuity strategy
3.
Business impact analysis (BIA)
4.
Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Correct Answer: C
Question 7:
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers
Correct Answer: B
Question 8:
Which is an objective of the design coordination process?
A. To ensure service design packages are handed over to service transition
B. To ensure that all changes are assessed for their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To handover new service level requirements to the service level management process
Correct Answer: A
Reference: https://books.google.com.pk/books?id=fZK3CwAAQBAJandpg=PA419andlpg=PA419anddq=design +coordination+process+ensure+service+design+packages+are+handed+over+to+service +transitionandsource=blandots=XdTvivK1W2andsig=9buDegcfJu8hovnHDEmlWd8meUandhl=enandsa=Xandved=0ahUKEwiB8MHF1IXOAhWIQ48KHckAJgQ6AEIJjAB#v=onepageandq=design%20coordination%20process%20ensure%20service% 20design% 20packages%20are%20handed%20over%20to%20service%20transitionandf=false
Question 9:
What is the primary focus of component capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Correct Answer: C
Question 10:
Which is the BEST definition of a service?
A. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
D. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
Correct Answer: B
Question 11:
Identify the input to the Problem Management process.
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
Correct Answer: C
Question 12:
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Correct Answer: D
Question 13:
Which statement about service review meetings is FALSE?
A. Actions from service review meetings should only be assigned to the service provider
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement program (SIP) should be reviewed
Correct Answer: A
Question 14:
What is used to control a process?
A. Inputs
B. Functions
C. Objectives
D. Stakeholders
Correct Answer: C
Question 15:
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
A. Business relationship management
B. Service level management
C. Availability management
D. Change management
Correct Answer: D