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Question 1:
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
A. Service level management
B. Incident management
C. Continual improvement
D. Change enablement
Correct Answer: B
Question 2:
Which is an example are problem control activity?
A. Reviewing incident records to identify trends
B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround
Correct Answer: D
Question 3:
Which areas of service management can benefit from automation?
1.
Design and modeling
2.
Reporting
3.
Pattern recognition and analysis
4.
Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Correct Answer: D
Question 4:
What BEST defines roles and responsibilities in relation to process and activities?
A. Human resource model
B. Configuration baseline
C. Service model
D. RACI matrix
Correct Answer: D
Reference: http://www.thecqi.org/Documents/community/South%20Western/Wessex%20Branch/CQI% 20Wessex%20-%20RACI%20approach%207Sep10.pdf (page 9)
Question 5:
What are the two MAIN types of activity in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
Correct Answer: D
Question 6:
Which tool helps with defining accountability and responsibility within processes?
A. A CSI register
B. A project charter
C. A RACI model
D. A communications plan
Correct Answer: C
Reference: https://advisera.com/20000academy/blog/2016/01/12/itil-iso-20000-raci-matrix-how-to-use-itto-clarify-responsibilities/
Question 7:
Which TWO are inputs to the service value system?
1.
Demand
2.
Products
3.
Value
4.
Opportunity
A. 2 and 3
B. 1 and 4
C. 1 and 2
D. 3 and 4
Correct Answer: B
Question 8:
When tan a known error record tie raised?
(1)
At any time when it would be useful to do so
(2)
After a workaround has been found
A.
2 only
B.
1 only
C.
Neither of the above
D.
Both of the above
Correct Answer: C
Question 9:
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
A. outputs
B. outcomes
C. costs
D. risks
Correct Answer: B
Question 10:
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A. Internal
B. External
C. Service desk
D. Shared services unit
Correct Answer: C
Question 11:
What do customers NOT have ownership of when receiving value from services?
A. Specific costs and outcomes
B. Specific costs and risks
C. Specific risks and impacts
D. Specific outcomes and impacts
Correct Answer: C
Question 12:
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
Correct Answer: A
Question 13:
“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following?
A. Functions and Processes
B. Markets and Customers
C. Applications and Infrastructure
D. People, products and technology
Correct Answer: A
Question 14:
Which statement about emergency changes is CORRECT?
A. Emergency changes are low risk and well understood
B. Authorization of emergency changes may be deferred until after implementation
C. It is necessary to complete all documentation before an emergency charge is implemented
D. Emergency changes are not usually recorded in the change schedule
Correct Answer: D
Question 15:
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Correct Answer: C