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Question No : 1
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
Question No : 2
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Question No : 3
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Question No : 4
Which one of the following activities is NOT part of the Deming Cycle?
Question No : 5
Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
Question No : 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?
Question No : 7
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
Question No : 8
In which of the following areas would ITIL complementary guidance provide assistance?
Adapting best practice for specific industry sectors
Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
Question No : 9
Which one of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
Question No : 10
Which of the following service desk organizational structures are described in service operation?
Local service desk
Virtual service desk
IT help desk
Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Question No : 11
Which one of the following is the BEST description of a service level agreement (SLA)?
A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer
Question No : 12
Which one of the following would NOT involve event management?
A. Intrusion detection
B. Recording and monitoring environmental conditions in the data centre
C. Recording service desk staff absence
D. Monitoring the status of configuration items
Question No : 13
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Question No : 14
In which core UIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
Question No : 15
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
Question No : 16
Which areas of service management can benefit from automation?
Design and modeling
Pattern recognition and analysis
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
Question No : 17
Consider the following list:
Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
D. Roles, people or groups
Question No : 18
Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
Question No : 19
Which one of the following activities are carried out during the Where do we want to be? step of the continual service improvement (CSI) approach?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
Question No : 20
Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
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