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Question 1:
Which process is responsible for managing relationships with vendors?
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
Correct Answer: C
Question 2:
What are \’engage\’, `plan\’ and `improve\’ examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control
Correct Answer: A
Question 3:
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
Correct Answer: C
Question 4:
In which of the following should details of a workaround be documented?
A. In a service level agreement (SLA)
B. In a problem record
C. In the availability management information system
D. In the IT service plan
Correct Answer: B
Question 5:
In the phrase “People, Processes, Products and Partners”. Products refers to:
A. IT Infrastructure and Applications
B. Services, technology and tools
C. Goods provided by third parties to support the IT Services
D. All assets belonging to the Service Provider
Correct Answer: B
Question 6:
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A. existing information
B. new methods
C. additional measurements
D. revised processes
Correct Answer: A
Question 7:
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers
Correct Answer: A
Question 8:
Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
D. The SKMS can include user skill levels
Correct Answer: A
Question 9:
“Planning and managing the resources required to deploy a release into production” is a purpose of which part of the Service Lifecycle?
A. Service Operation
B. Service Strategy
C. Service Transition
D. Continual Service Improvement
Correct Answer: C
Question 10:
Which of the following should be documented in an incident model?
1.
Details of the service level agreement (SLA) pertaining to the incident
2.
Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Correct Answer: B
Question 11:
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Improve
B. Evaluate; Diagnose; Justify; Intervene
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
Correct Answer: C
Question 12:
Which is a use of a change schedule?
A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems
C. Tracking and managing improvement ideas from identification through to final action
D. Providing a means of initiating and assessing normal changes
Correct Answer: B
Question 13:
Effective Service Transition can significantly improve a service provider\’s ability to handle high volumes of what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
Correct Answer: B
Question 14:
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
A. problem
B. risk
C. change
D. configuration item
Correct Answer: C
Question 15:
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
Correct Answer: C
Reference: https://en.wikipedia.org/wiki/Change_management_(ITSM)