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ITIL.ITIL-Foundation.v2018-12-24.q317

Exam Code: ITIL-FoundationExam Name: ITIL Foundation Certification - IT Service ManagementCertification Provider: ITILFree Question Number: 317Version: v2018-12-24# of views: 1089# of Questions views: 33408https://www.freecram.com/torrent/ITIL.ITIL-Foundation.v2018-12-24.q317.html

NEW QUESTION: 1A Service Level Agreement is?A. An agreement between the Service Provider and an internal organizationB. An agreement between a Service Provider and an external supplierC. The part of a contract that specifies responsibilities of each partyD. An agreement between the Service Provider and their customerAnswer: D

NEW QUESTION: 2Which Functions are included in IT operations management?A. Network management and application managementB. Technical management and change managementC. IT operations control and facilities managementD. Facilities management and release managementAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 3Which stage of the service lifecycle includes the scope of service retirement and transfer of servicesbetween service providers?A. Service transitionB. Service level managementC. Service operationD. Service designAnswer: AExplanation/Reference:Explanation:ITIL Service Transition provides guidance for the development and improvement of capabilities fortransitioning new and changed services to supported environments, which includes release planning,

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building, testing, evaluation and deployment. The publication will consider service retirement and transferof services between service providers. This Service Transition provides access to prove best practicesbased on the skill and knowledge of experienced industry practitioners in adopting a standardized andcontrolled approach to service management.Reference: https://www.greycampus.com/opencampus/itil-foundation/two-strategies-in-itil

NEW QUESTION: 4Which is NOT a purpose of a Product Description?A. Define the time and cost needed to produce the productB. Define the development skills required to produce the productC. Define the function and appearance of the productD. Define the quality skills required to check the productAnswer: D

NEW QUESTION: 5Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) areboth elements of what larger entity?A. The Service Knowledge Management SystemB. The Asset RegisterC. The Information Management SystemD. The Known Error DatabaseAnswer: A

NEW QUESTION: 6What is the primary focus of business capacity management?A. Management, control and prediction of the performance, utilization and capacity of individual elementsof IT technologyB. Review of all capacity supplier agreements and underpinning contracts with supplier managementC. Management, control and prediction of the end-to-end performance and capacity of the live,operational IT servicesD. Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashionAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 7Which one of the following activities would be performed by access management?A. Providing physical security for staff at data centers and other buildingsB. Managing access to computer rooms and other secure locationsC. Managing access to the service desk

D. Managing the rights to use a service or group of servicesAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 8Which is the first step in the 7 Step Improvement Process?A.Where are we now?B. Prepare for actionC. Define what you should measureD. Identify gaps in Service Level Agreement (SLA) achievementAnswer: C

NEW QUESTION: 9Which one of the following is NOT an aim of the change management process?A. To ensure the impact of changes are understoodB. To ensure that changes are recorded and evaluatedC. To ensure that all changes to configuration items (CIs) are recorded in the configuration managementsystem (CMS)D. To deliver and manage IT services at agreed levels to business usersAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 10Which of the following statement about the service owner is INCORRECT?A. Carries out the day-to-day monitoring and operation of the service they ownB. Contributes to continual improvement affecting the service they ownC. Is a stakeholder in all of the IT processes which support the service they ownD. Is accountable for a specific service within an organizationAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 11Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make theircustomer's successful2. Enabling the service provider to respond quickly and effectively to changes in the businessenvironment3. Reduction in the duration and frequency of service outages

A. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 12Which process is responsible to provide and maintain accurate information on all services that are beingtransitioned or have been transitioned to the live environment?A. Service portfolio managementB. Service level managementC. Service capacity managementD. Service catalogue managementAnswer: D

NEW QUESTION: 13The definitive media library is the responsibility of:A. Facilities managementB. Access managementC. Request fulfillmentD. Service asset and configuration managementAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 14Which is the correct combination of Service Management terms across the Lifecycle?

A. 1-B, 2-C, 3-D, 4-AB. 1-C, 2-B, 3-A, 4-DC. 1-C, 2-D, 3-A, 4-BD. 1-A, 2-B, 3-C, 4-DAnswer: B

NEW QUESTION: 15

What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?A. Business servicesB. Component servicesC. Supporting servicesD. Customer servicesAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 16Which of the following are included within Release and Deployment Models?(1) Roles and responsibilities(2) Template release and deployment(3) Supporting systems, tools and procedures.(4) Handover activities and responsibilitiesA. 2, 3 and 4 only.B. 1 and 4 only.C. All of the aboveD. 1, 2 and 3 only.Answer: C

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NEW QUESTION: 17Which of the following would NOT be contained in a release policy?A. Naming and numbering conventionsB. Entry and exit criteria of the release into testingC. Roles and responsibilities for the releaseD. The risk register for the releaseAnswer: DExplanation/Reference:Explanation:

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NEW QUESTION: 18Which of the following activities would be performed by a process manager?1. Monitoring and reporting on process performance2. Identifying improvement opportunities3. Appointing people to required rolesA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 19Which of the following is NOT part of the Service Design phase of the Service Lifecycle?A. Take the overall Service Strategies and ensure they are reflected in the Service Design process andthe service designs that are producedB. Produce quality, secure and resilient designs for new or improved services, technology architecture,processes or measurement systems that meet all the agreed current and future IT requirements of theorganizationC. Produce and maintain all necessary Service Transition packagesD. Measuring the effectiveness and efficiency of Service Design and the supporting processesAnswer: C

NEW QUESTION: 20Ensuring that the confidentiality, integrity and availability of the services are maintained to the levelsagreed on the Service Level Agreement (SLA) is the responsibility of which role?A. The Information Security ManagerB. The Configuration ManagerC. The Service Level ManagerD. The Change ManagerAnswer: A

NEW QUESTION: 21What is the BEST description of an external customer?A. Someone who works in the same organization but in a different business unit to the service providerB. Anyone who gets charged for the delivered servicesC. Customers who are not part of the same organization as the service providerD. Customers for whom the cost of the service is the primary driverAnswer: CExplanation/Reference:

References: http://smallbusiness.chron.com/internal-customer-external-customer-11698.html

NEW QUESTION: 22Which of the following BEST describes a Change Authority?A. The Change Advisory BoardB. A person that provides formal authorization for a particular type of change.C. A role, person or a group of people that provides formal authorization for a particular type of change.D. The Change Manager who provides formal authorization for each changeAnswer: C

NEW QUESTION: 23Which one of the following do major incidents require?A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 24A known error has been created after diagnosis of a problem was complete but before a workaround hasbeen found. Is this a valid approach?A. Yes: for information purposes, a known error record can be created at any time it is prudent to do soB. No: the Known Error should be created before the problem is loggedC. No: a known error record is created when the original incident is raisedD. No: a known error record should be created with the next release of the serviceAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 25What BEST defines IT service management?A. An organization supplying services to only external customersB. The customer of an IT service provider who defines and agrees the service targetsC. The implementation and management of quality IT services that meet business needsD. The resources that are utilized to provide value to customers through servicesAnswer: CExplanation/Reference:Reference: https://en.wikipedia.org/wiki/IT_service_management

NEW QUESTION: 26Which of the following identifies the purpose of service transition planning and support?A. Provide overall planning for service transitions and co-ordinate the resources they requireB. Ensure that all service transitions are properly authorizedC. Provide the resources to allow all infrastructure elements of a service transition to be recorded andtrackedD. To define testing scripts to ensure service transitions are unlikely to ever failAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 27Which one of the following is the BEST definition of reliability?A. The availability of a service or componentB. The level of risk that affects a service or processC. How long a service or configuration item (CI) can perform its function without failingD. How quickly a service or component can be restored to normal working orderAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 28Which of the following identify the purpose of business relationship management?1. To establish and maintain a business relationship between service provider and customer2. To identify customer needs and ensure that the service provider is able to meetA. Both of the aboveB. 1 onlyC. 2 onlyD. Neither of the aboveAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 29Which of the following is the BEST definition of a Risk?A. Something that has happenedB. Something that might happenC. Something that will happenD. Something that won't happenAnswer: B

NEW QUESTION: 30Which of the following is NOT a recognized example of a service provider type within the ITILframework?A. InternalB. ExternalC. Service deskD. Shared services unitAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 31Which one of the following provides the CORRECT list of processes within the service operation stage ofthe service lifecycle?A. Event management, incident management, problem management, request fulfilment, and accessmanagementB. Event management, incident management, change management, and access managementC. Incident management, problem management, service desk, request fulfilment, and event managementD. Incident management, service desk, request fulfilment, access management, and event managementAnswer: AExplanation/Reference:Explanation:



NEW QUESTION: 32When is it confirmed if a project's objectives have been achieved?A. During the Managing Product Delivery processB. During the Controlling a Stage processC. During the final end stage assessmentD. During the Closing a Project processAnswer: D

NEW QUESTION: 33


Access Management is closely related to which other processes?A. Availability Management onlyB. Information Security Management and Availability ManagementC. Information Security Management and 3rd line supportD. Information Security Management onlyAnswer: B

NEW QUESTION: 34Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Serviceimprovement approach?A. Baseline assessmentsB. Service and process improvementC. Policy and governance reviewD. Measurable targetsAnswer: B

NEW QUESTION: 35Which role is accountable for a specific service within an organization?A. The Service Continuity ManagerB. The Service OwnerC. The Business Relationship ManagerD. The Service Level ManagerAnswer: B

NEW QUESTION: 36Which one of the following statements about incident reporting and logging is CORRECT?A. Incidents can only be reported by usersB. Incidents can be reported by anyone who detects a disruption or potential disruption to normal serviceC. All calls to the service desk must be logged as incidentsD. Incidents reported by technical staff must also be logged as problemsAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 37Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?A. To ensure that a service can be managed and operated in accordance with constraints specifiedduring designB. To design and develop capabilities for service managementC. To provide good-quality knowledge and information about servicesD. To plan the resources required to manage a release

Answer: BExplanation/Reference:Explanation:

NEW QUESTION: 38Which of the following activities are performed by a desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changesA. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 onlyAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 39Which one of the following is the BEST description of a service-based service level agreement (SLA)?A. An agreement with an individual customer group, covering all the services that they useB. An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD. An agreement that covers one service for all customers of that serviceAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 40Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?1. Providing an understanding of what strategy is2. Ensuring a working relationship between the customer and service provider3. Defining how value is createdA. 1 onlyB. 2 onlyC. 3 onlyD. All of the aboveAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 41Which process lists "Understanding patterns of business activity" as a major role?A. Service DeskB. Supplier ManagementC. Request FulfillmentD. Demand ManagementAnswer: D

NEW QUESTION: 42Which process would ensure that utility and warranty requirements are properly addressed in servicedesigns?A. Availability managementB. Capacity managementC. Design coordinationD. Release managementAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 43The Supplier Management process includes:(1) Service Design activities, to ensure that contracts will be able to support the service requirements (2)Service Operation activities, to monitor and report supplier achievements (3) Continual Improvementactivities, to ensure that suppliers continue to meet or exceed the needs of the businessA. 1 and 2 onlyB. 1 onlyC. 1 and 3 onlyD. All of the aboveAnswer: D

NEW QUESTION: 44Which statement BEST represents the guidance on incident logging?A. Incidents must only be logged if a resolution is not immediately availableB. Only incidents reported to the service desk can be loggedC. All incidents must be fully loggedD. The service desk decide which incidents to logAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 45

Which one of the following answers shows two of the activities relating to tools that will take place duringthe transition stage of the service lifecycle?A. Training tool administrators how to manage tools and monitoring tool performance in operationalenvironmentB. Testing the tool and training process managers on using the processC. Development or purchase of tools and deployment of the toolsD. Development or purchase of tools and deployment of the processAnswer: B,D

NEW QUESTION: 46Which one of the following is the BEST description of the purpose of the service operation stage of theservice lifecycle?A. To decide how IT will engage with suppliers during the service lifecycleB. To proactively prevent all outages to IT servicesC. To design and build processes which will meet business needsD. To deliver and manage IT services at agreed levels to business users and customersAnswer: DExplanation/Reference:Explanation:



NEW QUESTION: 47Which process would seek to understand levels of customer satisfaction and communicate what actionplans have been put in place to deal with dissatisfaction?A. Availability managementB. Capacity managementC. Business relationship managementD. Service catalogue managementAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 48


Which process is responsible for controlling, recording and reporting on versions, attributes andrelationships relating to components of the IT infrastructure?A. Incident ManagementB. Service Level ManagementC. Change ManagementD. Service Asset and Configuration ManagementAnswer: D

NEW QUESTION: 49Which of the following are aspects of Service Design?(1) Architectures(2) Technology(3) Service Management processes(4) MetricsA. 1 onlyB. 1, 2 and 4 onlyC. 2 and 3 onlyD. All of the aboveAnswer: D

NEW QUESTION: 50Which of the following items would commonly be on the agenda for a change advisory board (CAB)?1. Details of failed changes2. Updates to the change schedule3. Reviews of completed changesA. All of the aboveB. 1 and 2onlyC. 2 and 3 onlyD. 1 and 3 onlyAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 51Which of the following provides resources to resolve operational and support issues during Release andDeployment?A. EvaluationB. Service Test ManagerC. Release Packaging and Build ManagerD. Early Life SupportAnswer: D

NEW QUESTION: 52Which of the following Availability Management activities are considered to be proactive as opposed toreactive?(1) Risk assessment(2) Testing of resilience mechanisms(3) Monitoring of component availabilityA. 1 and 2 onlyB. 2 and 3 onlyC. All of the aboveD. 1 and 3 onlyAnswer: A

NEW QUESTION: 53What are customers of IT services who work in the same organization as the service provider known as?A. Strategic customersB. External customersC. Valued customersD. Internal customersAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 54What BEST describes the value of service operation to the business?A. It defines the control of service assets and configurationsB. It supports the creation of a portfolio of quantified servicesC. It reduces the duration and frequency of service outagesD. It ensures IT services are continuously aligned to business requirementsAnswer: C

NEW QUESTION: 55Which of the following is the CORRECT definition of a Release Unit?A. The team of people responsible for implementing a releaseB. The portion of a service or IT infrastructure that is normally released togetherC. A measurement of costD. A function described within Service TransitionAnswer: B

NEW QUESTION: 56Which of the following is NOT an objective of the Operations Management function?

A. Regular scrutiny and improvements to achieve improved service at reduced costsB. Maintenance of status quo to achieve stability of day to day processes and activitiesC. First line Incident investigation and diagnosis logged by usersD. Swift application of skills to diagnose any IT Operations failures that occurAnswer: C

NEW QUESTION: 57Identity and Rights are two major concepts involved in which one of the following processes?A. Demand ManagementB. Facilities ManagementC. Event ManagementD. Access ManagementAnswer: D

NEW QUESTION: 58Which one of the following would NOT involve event management?A. Intrusion detectionB. Recording and monitoring environmental conditions in the data centreC. Recording service desk staff absenceD. Monitoring the status of configuration itemsAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 59Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?A. Demand ManagementB. Financial ManagementC. Service Level ManagementD. Availability ManagementAnswer: A

NEW QUESTION: 60What type of record should you raise when a problem diagnosis is complete and a workaround isavailable?A. A service objectB. An incidentC. A changeD. A known errorAnswer: DExplanation/Reference:

Explanation:

NEW QUESTION: 61Which of the following would be defined as part of every process?(1) Roles(2) Activities(3) Functions(4) ResponsibilitiesA. 1, 2 and 4 onlyB. 2 and 4 onlyC. 1 and 3 onlyD. All of the aboveAnswer: A



NEW QUESTION: 62Which one of the following does service metrics measure?A. FunctionsB. Maturity and costC. The end-to-end serviceD. Infrastructure availabilityAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 63Which of the following is NOT a benefit of using public frameworks and standards?A. Knowledge of public frameworks is more likely to be widely distributedB. They are always free ensuring they can be implemented quicklyC. They are validated across a wide range of environments making them more robustD. They make collaboration between organizations easier by giving a common languageAnswer: BExplanation/Reference:


Explanation:

NEW QUESTION: 64Understanding customer usage of services and how this varies over the Business Lifecycle is part ofwhich process?A. Service Level ManagementB. Demand ManagementC. Component Capacity ManagementD. Service Portfolio ManagementAnswer: B

NEW QUESTION: 65Which of the following is NOT a purpose of Service Transition?A. To provide training and certification in project managementB. To plan and manage the capacity and resource requirements to manage a releaseC. To ensure that a service can be managed, operated and supportedD. To provide quality knowledge of Change, Release and Deployment ManagementAnswer: A

NEW QUESTION: 66Which process is responsible for eliminating recurring incidents and minimizing the impact of incidentsthat cannot be prevented?A. Service level managementB. Problem managementC. Change managementD. Event managementAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 67Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?A. The Service Level ManagerB. The Service Catalogue ManagerC. The Supplier ManagerD. The IT Service Continuity ManagerAnswer: C

NEW QUESTION: 68Which of the following statements is CORRECT?A. Service owners are more important to service management than process owners

B. Process owners and service owners are not required within the same organizationC. Process owners are more important to service management than service ownersD. Service owners are as important to service management as process ownersAnswer: D

NEW QUESTION: 69What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All complex multi-user servicesC. All services except those that have been retiredD. All services that are contained within the Service Level Agreement (SLA)Answer: A

NEW QUESTION: 70The goal of which process is: "To improve the quality of management decision making by ensuring thatreliable and secure information and data is available throughout the lifecycle"?A. Change ManagementB. Availability ManagementC. Knowledge ManagementD. Service Asset and Configuration ManagementAnswer: C

NEW QUESTION: 71Which model delivers a view of the services, assets and infrastructure?A. Incident ModelB. Change ModelC. Problem ModelD. Configuration ModelAnswer: D

NEW QUESTION: 72Which one of the following is the purpose of service level management?A. To carry out the service operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a service catalogueD. To ensure that an agreed level of IT service is provided for all current IT servicesAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 73

Which of the following statements about processes is INCORRECT?A. They are units of organizationsB. They are measurableC. They deliver specific resultsD. They respond to specific eventsAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 74What type of improvement should be achieved by using the Deming Cycle?A. Return on investment within 12 monthsB. Quick winsC. Steady, ongoing improvementD. Rapid, one-off improvementAnswer: C

NEW QUESTION: 75What are the processes within Service Operation?A. Incident Management, Service Desk, Request Fulfillment, Access Management and EventManagementB. Event Management, Incident Management, Problem Management, Request Fulfillment and AccessManagementC. Incident Management, Problem Management, Service Desk, Request Fulfillment and ManagementD. Event Management, Incident Management. Change Management and Access ManagementAnswer: B

NEW QUESTION: 76What is the BEST description of an operational level agreement (OLA)?A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-day basisD. A document that describes business services to operational staffAnswer: AExplanation/Reference:Explanation:

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NEW QUESTION: 77Removing or restricting rights to use an IT Service is the responsibility of which process?A. Incident ManagementB. Access ManagementC. Request FulfillmentD. Change ManagementAnswer: B

NEW QUESTION: 78Which process is responsible for controlling, recording and reporting on the relationships betweencomponents of the IT infrastructure?A. Service level managementB. Change managementC. Incident managementD. Service asset and configuration managementAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 79Which process would you MOST expect to be involved in the management of underpinning contracts?A. Change managementB. Service catalogue managementC. Supplier managementD. Release and deployment managementAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 80Which of the following are goals of Service Operation?(1) To coordinate and carry out the activities and processes required to deliver and manage services atagreed levels to the business (2) The successful release of services into the live environmentA. Neither of the aboveB. 2 onlyC. Both of the above


D. 1 onlyAnswer: D

NEW QUESTION: 81What is the BEST description of the purpose of the service operation stage of the service lifecycle?A. To decide how IT will engage with suppliers during the service lifecycleB. To proactively prevent all outages to IT servicesC. To design and build processes that will meet business needsD. To deliver and manage IT services at agreed levels to business users and customersAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 82Which of these is NOT a responsibility of Application Management?A. Providing guidance to IT Operations about how best to manage the applicationB. Ensuring that the correct skills are available to manage the infrastructureC. Deciding whether to buy or build an applicationD. Assisting in the design of the applicationAnswer: B

NEW QUESTION: 83Which of the following is the BEST description of a centralized service desk?A. The desk is co-located within or physically close to the user community it servesB. The desk uses technology and other support tools to give the impression that multiple desk locationsare in one placeC. The desk provides 24 hour global supportD. There is a single desk in one location serving the whole organizationAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 84Where are the details of core and enhancing services provided?A. The service catalogueB. The definitive media libraryC. The configuration management systemD. The service portfolioAnswer: A

NEW QUESTION: 85

Which of the following is NOT defined as part of every process?A. RolesB. Inputs and outputsC. FunctionsD. MetricsAnswer: C

NEW QUESTION: 86Which one of the following is NOT an objective of problem management?A. Minimizing the impact of incidents that cannot be preventedB. Preventing problems and resulting incidents from happeningC. Eliminating recurring incidentsD. Restoring normal service operation as quickly as possibleAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 87In the phrase "People, Processes, Products and Partners". Products refers to:A. Goods provided by third parties to support the IT ServicesB. All assets belonging to the Service ProviderC. IT Infrastructure and ApplicationsD. Services, technology and toolsAnswer: D

NEW QUESTION: 88What BEST describes the value of service transition to the business?A. It supports the creation of a catalogue of servicesB. It provides quick and effective access to standard servicesC. It leads to gradual and continual improvement in service qualityD. It results in higher volumes of successful changeAnswer: C

NEW QUESTION: 89A configuration model can be used to help(1) Assess the impact and cause of incidents and problems(2) Assess the impact of proposed changes(3) Plan and design new or changed services(4) Plan technology refresh and software upgradesA. 1, 2 and 3 onlyB. 1, 2 and 4 only

C. 3 and 4 onlyD. All of the aboveAnswer: D

NEW QUESTION: 90Contracts relating to an outsourced Data Centre would be managed by?A. IT Operations ControlB. Facilities ManagementC. Technical ManagementD. Service DeskAnswer: B

NEW QUESTION: 91A process owner is responsible for which of the following?1. Defining the process strategy2. Assisting with process design3. Improving the process4. Performing all activities involved in a processA. 2, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 onlyAnswer: CExplanation/Reference:Explanation:



NEW QUESTION: 92Which of the following are benefits to the business of implementing service transition?1. Better reuse and sharing of assets across projects and resources2. Reduced cost to design new services3. Result in higher volume of successful changesA. 1 and 2 only


B. 2 and 3 onlyC. 1 and 3 onlyD. None of the aboveAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 93Which function or process would provide staff to monitor events in an operations bridge?A. Technical managementB. IT operations managementC. Request fulfillmentD. Applications managementAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 94Which of the following is NOT an example of Self-Help capabilities?A. Requirement to always call the service desk for service requestsB. A direct interface into the back end process handling softwareC. Menu-driven range of self help and service requestsD.Web front-endAnswer: A

NEW QUESTION: 95Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gatheredand analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"A. Service StrategyB. Service DesignC. Service TransitionD. Service OperationAnswer: D

NEW QUESTION: 96Which of the following are managed by facilities management?1. Hardware within a data centre or computer room2. Applications3. Power and cooling equipment4. Recovery sitesA. 1, 2 and 3 only

B. All of the aboveC. 1, 3 and 4 onlyD. 1 and 3 onlyAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 97Which processes are responsible for the regular review of underpinning contracts?A. Supplier management and service level managementB. Supplier management and change managementC. Availability management and service level managementD. Supplier management and availability managementAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 98Which 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 partyB. An agreement between the service provider and an internal organizationC. An agreement between a service provider and an external supplierD. An agreement between the service provider and their customerAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 99Implementation of IT1L service management requires the preparation and planning of the effective andefficient use of "the four Ps." What are these four Ps?A. People, process, partners, performanceB. Performance, process, products, problemsC. People, process, products, partnersD. People, products, perspective, partnersAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 100Which statement about the service portfolio is TRUE?A. The service portfolio includes ail services except those managed by third parties

B. It is an integral part of the service catalogueC. It allows the organization unlimited resources when planning for new service deploymentsD. It represents all resources presently engaged or being released in various stages of the servicelifecycleAnswer: DExplanation/Reference:References:

NEW QUESTION: 101The BEST processes to automate are those that are:A. Carried out by Service OperationsB. Critical to the success of the business missionC. Carried out by lots of peopleD. Simple and well understoodAnswer: D

NEW QUESTION: 102Which one of the following activities is NOT part of the Deming Cycle?A. ActB. PlanC. DoD. Co-ordinateAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 103Which is the BEST definition of a Configuration Item (CI)?A. An item of hardware or software registered in the asset databaseB. A collection of information used to describe a hardware or software itemC. An asset, service component or other item that is, or will be, under the control of ConfigurationManagementD. Information recorded by the Service Desk when an Incident is reportedAnswer: C

NEW QUESTION: 104Which of the following would commonly be in a contract underpinning an IT service?(1) Marketing information(2) Contract description and scope(3) Responsibilities and dependenciesA. 1 and 2 only

B. 2 and 3 onlyC. 1 and 3 onlyD. None of the aboveAnswer: B

NEW QUESTION: 105An incident is proving difficult to resolve. A technician informs their manager that more resource isneeded to restore the service.What has taken place?A. A functional escalationB. An incident resolutionC. A hierarchic escalationD. A service level escalationAnswer: C

NEW QUESTION: 106Which of the following is the best definition of IT service management?A. An internal service provider that is embedded within a business unitB. A complete set of all the documentation required to deliver world class services to customersC. Technical implementation of supporting IT infrastructure componentsD. The implementation and management of quality IT services that meet business needsAnswer: DExplanation/Reference:Explanation:



NEW QUESTION: 107Which process is responsible for sourcing and delivering components of requested standard services?A. Request fulfilmentB. Service portfolio managementC. Service deskD. IT financeAnswer: A


Explanation/Reference:Explanation:

NEW QUESTION: 108Which of the following should NOT be a concern of Risk Management?A. To ensure that the organization can continue to operate in the event of a major disruption or disasterB. To ensure that the workplace is a safe environment for its employees and customersC. To ensure only the change requests with mitigated risks are approved for implementationD. To ensure that the organization assets, such as information, facilities and building are protected fromthreats, damage or lossAnswer: C

NEW QUESTION: 109Which of the following questions does the guidance in service strategy help to answer?(1) What services should we offer and to whom?(2) How do we differentiate ourselves from competing alternatives?(3) How do we create value for our customers?A. 2 onlyB. 3 onlyC. All of the aboveD. 1 onlyAnswer: C

NEW QUESTION: 110What are Request Models used for?A. Capacity ManagementB. Identifying frequently received user requests and defining how they should be handledC. Comparing the advantages and disadvantages of different Service Desk approaches such as local orremoteD. Modeling arrival rates and performance characteristics of service requestsAnswer: B

NEW QUESTION: 111Which one of the following statements BEST describes a definitive media library (DML)?A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorized versions of all media configuration items (CIs) are storedand protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorized versions of all software and back-ups are stored andprotectedAnswer: B


NEW QUESTION: 112In which core publication can you find detailed descriptions of Service Level Management, AvailabilityManagement, Supplier Management and IT Service Continuity Management?A. Service DesignB. Service StrategyC. Service TransitionD. Service OperationAnswer: A

NEW QUESTION: 113Which part of ITIL provides guidance in adapting good practice for specific business environments andorganizational strategies?A. The Service Support bookB. The ITIL Complementary GuidanceC. The Service Strategy bookD. Pocket GuidesAnswer: B

NEW QUESTION: 114Which of the following statements MOST correctly identifies the scope of design coordination activities?A. Only changes that introduce new servicesB. It is mandatory that all changes are subject to design coordination activityC. Only changes to business critical systemsD. Any change that the organization believes could benefitAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 115Which of the following are objectives of Service Design?(1) Design Services to satisfy business objectives.(2) Identify and manage risk.(3) Design effective and efficient processes(4) Design a secure and resilient IT infrastructure.A. 1 OnlyB. 2 and 3 only.C. 1, 2 and 4 only.D. All of the above

Answer: D

NEW QUESTION: 116Which process has the following objective "Establish new or changed services into supportedenvironments within the predicted cost, time and resource estimates"?A. Service strategyB. Service transition planning and supportC. Service level managementD. Change managementAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 117Which one of the following statements is CORRECT?A. The configuration management system is part of the known error databaseB. The service knowledge management system is part of the configuration management systemC. The configuration management system is part of the service knowledge management systemD. The configuration management system is part of the configuration management databaseAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 118What are the categories of event described in the ITIL service operation book?A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD.Warning, reactive, proactiveAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 119Access management is closely related to which other process?A. Capacity management onlyB. 3rd line supportC. Information security managementD. Change managementAnswer: CExplanation/Reference:

Explanation:

NEW QUESTION: 120Which of the following is NOT an objective of Continual Service Improvement?A. Review and analyze Service Level Achievement resultsB. Identify activities to improve the efficiency of service management processesC. Improve the cost effectiveness of IT services without sacrificing customer satisfactionD. Conduct activities to deliver and manage services at agreed levels to business usersAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 121Implementation of ITIL Service Management requires preparing and planning the effective and efficientuse of:A. People, Products, Technology, PartnersB. People, Process, Products, PartnersC. People, Process, Products, TechnologyD. People, Process, Partners, SuppliersAnswer: B



NEW QUESTION: 122When 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 foundA. 1 onlyB. Neither of the aboveC. Both of the aboveD. 2 onlyAnswer: B

NEW QUESTION: 123


Which stage of the continual service improvement (CSI) approach is BEST described by the phrase'Understand and agree on the priorities for improvement based on a deeper development of theprinciples defined in the vision'?A.Where are we now?B.Where do we want to be?C. How do we get there?D. Did we get there?Answer: BExplanation/Reference:Explanation:

NEW QUESTION: 124Which of the following provides the PRIMARY source of guidance on what needs to be protected byinformation security management?A. The change managerB. Service desk managerC. Business managementD. IT managementAnswer: C

NEW QUESTION: 125Where would all the possible service improvement opportunities be recorded?A. CSI registerB. Known error databaseC. Capacity management information systemD. Configuration management databaseAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 126Where would you expect incident resolution targets to be documented?A. A service level agreement (SLA)B. A request for change (RFC)C. The service portfolioD. A service descriptionAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 127

Which of the following are valid parts of the service portfolio?1. Service pipeline2. Service knowledge management system (SKMS)3. Service catalogueA. 1 and 2 onlyB. 3 onlyC. 1 and 3 onlyD. All of the aboveAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 128Which of the following is service transition planning and support NOT responsible for?A. Prioritizing conflicts for service transition resourcesB. Coordinating the efforts required to manage multiple simultaneous transitionsC. Maintaining policies, standards and models for service transition activities and processesD. Detailed planning of the build and test of individual changesAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 129Which of these would fall outside the scope of a typical service change management process?A. A firmware upgrade to a server that is only used for IT Service Continuity purposesB. A change to a business process that depends on IT ServicesC. A change to a contract with a supplierD. An urgent need to replace a CPU to restore a service during an incidentAnswer: B

NEW QUESTION: 130Which of the following are sources of best practice?1. Academic research2. Internal experience3. Industry practicesA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyAnswer: AExplanation/Reference:

Explanation:

NEW QUESTION: 131What is an objective of event management?A. To detect changes of state that have significance for management of an IT serviceB. To minimize the impact of incidents due to service failures that cannot be preventedC. To maintain user satisfaction with the quality of IT servicesD. To provide a channel for users to receive standard services that they are expectingAnswer: A

NEW QUESTION: 132Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC.WisdomD. DataAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 133What are underpinning contracts used to document?A. The provision of IT services or business services by a service providerB. The provision of goods and services by third party suppliersC. Service levels that have been agreed between the internal service provider and their customerD. Metrics and critical success factors (CSFs) for internal support teamsAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 134Which of the following is the BEST description of a service-based service level agreement (SLA)?A. The SLA covers one service, for all the customers of that serviceB. The SLA covers an individual customer group for all services they useC. An SLA that covers all customers for all servicesD. An SLA for a service with no customersAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 135

Which part of the service lifecycle is responsible for coordinating and carrying out the activities andprocesses required to deliver and manage services at agreed levels to business users and customers?A. Service TransitionB. Continual Service ImprovementC. Service OperationD. Service DesignAnswer: C

NEW QUESTION: 136The positive effect that customers perceive a service can have on their business outcomes is referred toas what?A. Return on investmentB. The warranty of a serviceC. The economic value of a serviceD. The utility of a serviceAnswer: D



NEW QUESTION: 137Defining the processes needed to operate a new service is part of:A. Service Operation: IT Operations ManagementB. Service Transition: Plan and prepare for deploymentC. Service Design: Design the processesD. Service Strategy: Develop the offeringsAnswer: C

NEW QUESTION: 138Understanding what to measure and why it is being measured are key contributors to which part of theService Lifecycle?A. Service StrategyB. Continual Service ImprovementC. Service OperationD. Service Design



NEW QUESTION: 139Which of the following statements about processes is INCORRECT?A. A process may define policies, standards and guidelinesB. The objective of any IT process should be expressed in terms of business benefits and goalsC. The definition of Process Control is "The activity of planning and regulating a process, with theobjective of achieving Best Practice"D. The output from a process has to conform to operational norms derived from business objectivesAnswer: C

NEW QUESTION: 140From the perspective of the service provider, who is the person or group that agrees their servicetargets?A. The userB. The customerC. The supplierD. The administratorAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 141Which of the following is NOT a source of best practice?A. StandardsB. TechnologyC. Academic researchD. Internal experienceAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 142Which one of the following is the BEST description of a relationship in service asset and configurationmanagement?A. Describes the topography of the hardwareB. Describes how the configuration items (CIs) work together to deliver the servicesC. Defines which software should be installed on a particular piece of hardwareD. Defines how version numbers should be used in a release


NEW QUESTION: 143Which one of the following is the BEST definition of an event?A. Any change of state that has significance for the management of a configuration item (CI) or IT serviceB. An unplanned interruption to an IT service or a reduction in the quality of an IT serviceC. The unknown cause of one or more incidents that have an impact on an IT serviceD. Reducing or eliminating the cause of an incident or problemAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 144Which is an objective of the design coordination process?A. To ensure service design packages are handed over to service transitionB. To ensure that all changes are assessed for their impact on service designsC. To document the initial structure and relationship between services and customersD. To handover new service level requirements to the service level management processAnswer: AExplanation/Reference:Reference: https://books.google.com.pk/books?id=fZK3CwAAQBAJ&pg=PA419&lpg=PA419&dq=design+coordination+process+ensure+service+design+packages+are+handed+over+to+service+transition&source=bl&ots=XdTvivK1W2&sig=9buDegc-fJu8hovnHDEmlWd8meU&hl=en&sa=X&ved=0ahUKEwiB8MHF1IXOAhWIQ48KHc-kAJgQ6AEIJjAB#v=onepage&q=design%20coordination%20process%20ensure%20service%20design%20packages%20are%20handed%20over%20to%20service%20transition&f=false

NEW QUESTION: 145Where should the following information be stored?1. The experience of staff2. Records of user behaviour3. Supplier's abilities and requirements4. User skill levelsA. The forward schedule of changeB. The service portfolioC. A configuration management database (CMDB)D. The service knowledge management system (SKMS)Answer: DExplanation/Reference:

Explanation:

NEW QUESTION: 146Which one of the following is NOT a characteristic of a process?A. It is measureableB. It delivers specific resultsC. It responds to specific eventsD. It structure an organizationAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 147Which of these recommendations is best practice for service level management?1. Include legal terminology in service level agreements (SLAs)2. It is NOT necessary to be able to measure all the targets in an SLAA. 1 onlyB. 2onlyC. Both of the aboveD. Neither of the aboveAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 148What is the PRIMARY process for strategic communication with the service provider's customers?A. Service catalogue managementB. Service portfolio managementC. Service deskD. Business relationship managementAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 149Which reason describes why ITIL is so successful?A. The five ITIL volumes are conciseB. It is not tied to any particular vendor platformC. It tells service providers exactly how to be successfulD. It is designed to be used to manage projectsAnswer: B


NEW QUESTION: 150The remediation plan should be evaluated at what point in the change lifecycle?A. Before the change is approvedB. Immediately after the change has failed and needs to be backed outC. After implementation but before the post implementation reviewD. After the post implementation review has identified a problem with the changeAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 151Which is the CORRECT description of an outcome?A. The result of carrying out an activity, following a process, or delivering an IT serviceB. The prediction of the future demand requirements for an activity, process or IT serviceC. The design and development of the activities that make up a process or IT serviceD. The inputs that trigger an action for an activity, process or IT serviceAnswer: A



NEW QUESTION: 152Which of the following areas would not be supported by a Service Design tool?A. Environment designB. Process designC. Software designD. Strategy designAnswer: D

NEW QUESTION: 153Which process has the purpose to ensure that, by managing the risks could seriously affect IT services,the IT service provider can always provide minimum agreed business-related service levels?


A. Change managementB. IT service continuity managementC. Financial management for IT servicesD. Service catalog managementAnswer: BExplanation/Reference:References:

NEW QUESTION: 154A single Release unit, or a structured set of Release units can be defined within:A. The Plan, Do, Check, Act (PDCA) cycleB. The RACI ModelC. A Release PackageD. A Request ModelAnswer: C

NEW QUESTION: 155Where should the definitive authorized versions of all media Configuration Items (CIs) be stored andprotected?A. Definitive Software StoreB. Software Secure LibraryC. Service Knowledge Management SystemD. Definitive Media LibraryAnswer: D

NEW QUESTION: 156Which of the following areas would technology help to support during the service lifecycle?1. Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process designA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 157Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand managementB. Incident managementC. Release and deployment managementD. Request fulfillmentAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 158When should tests for a new service be designed?A. After the service has been designed, before the service is handed over to Service TransitionB. At the same time as the service is designedC. Before the service is designedD. As part of Service TransitionAnswer: B

NEW QUESTION: 159Which of the following is the BEST definition of an event?A. The unknown cause of one or more incidents that have an impact on an IT serviceB. Any detectable or discernible occurrence that has significance for the management of the ITinfrastructureC. Reducing or eliminating the cause of an incident or problemD. An unplanned interruption to an IT service or a reduction in the quality of an IT serviceAnswer: B

NEW QUESTION: 160Which of the following is the correct definition of an outcome?A. The results specific to the clauses in a service level agreement (SLA)B. The result of carrying out an activity, following a process or delivering an IT serviceC. All the accumulated knowledge of the service providerD. All incidents reported to the service deskAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 161Which of the following are types of service defined in ITIL?1. Enabling2. Core3. Enhancing4. Computer

A. 1, 3 and 4 onlyB. 2, 3 and 4 onlyC. 1, 2 and 4 onlyD. 1, 2 and 3 onlyAnswer: DExplanation/Reference:References:

NEW QUESTION: 162In which of the following situations should a Problem Record be created?A. Incident Management has found a workaround but needs some assistance in implementing itB. An event indicates that a redundant network segment has failed but it has not impacted any usersC. A Technical Management team identifies a permanent resolution to a number of recurring IncidentsD. An Incident is passed to second-level supportAnswer: C

NEW QUESTION: 163Which of the following would be most useful in helping to implement a workaround as quickly aspossible?A. A capacity databaseB. A definitive media libraryC. A request for changeD. A known error databaseAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 164Which one of the following is an objective of release and deployment management?A. To standardize methods and procedures used for efficient and prompt handling of all changesB. To ensure all changes to service assets and configuration items (CIs) are recorded in the configurationmanagement system (CMS)C. To ensure that the overall business risk of change is optimizedD. To define and agree release and deployment plans with customers and stakeholdersAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 165Which of the following is MOST concerned with the design of new or changed services?A. Change management

B. Service transitionC. Service strategyD. Service designAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 166In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be interms of responsiveness to customer needs?A. Customers needs will be met more easily because of the improved stability of the services with fewerfailures to disrupt timely deliveryB. There is only likely to be a positive outcome from improved stability - the customers must be madefully aware of this and their expectations regarding responsiveness must be managedC. It is possible that responsiveness may suffer and customers needs may not be met within businesstimescalesD. From the information given, it is not possible to comment regarding the impact on responsiveness ofover-emphasis on stabilityAnswer: C



NEW QUESTION: 167What is the primary focus of the business management?A. Management, control and prediction of the performance, utilization and capacity of individual elementsof IT technologyB. Review of all capacity supplier agreements and underpinning contracts with supplier managementC. Management, control and prediction of the end-to-end performance and capacity of the live,operational IT servicesD. Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashionAnswer: DExplanation/Reference:References:


NEW QUESTION: 168Which of the following are benefits to the business of implementing Service Transition?(1) Ability to adapt quickly to new requirements(2) Reduced cost to design new services(3) Improved success in implementing changesA. 2 and 3 onlyB. 1 and 3 onlyC. None of the aboveD. 1 and 2 onlyAnswer: B

NEW QUESTION: 169IT Service Continuity strategy should be based on:(1) Design of the service technology(2) Business continuity strategy(3) Business Impact Analysis(4) Risk assessmentA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. 1, 2 and 4 onlyAnswer: A

NEW QUESTION: 170Which areas of service management can benefit from automation?1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoringA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the aboveAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 171The addition, modification or removal of an authorized, planned or supported service or servicecomponent and its associated documentation is a definition of what?

A. A changeB. A change modelC. A change requestD. A change advisory boardAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 172How is a service delivered between departments of the same organization classified?A. Internal serviceB. External serviceC. Mission critical serviceD. Organizational serviceAnswer: A

NEW QUESTION: 173Which of the following is the BEST definition of an Incident?A. A change of state which has significance for the management of a Configuration Item or IT ServiceB. An unplanned interruption to an IT service or reduction in the quality of an IT serviceC. Loss of ability to operate to specification, or to deliver the required outputD. A warning that a threshold has been reached, something has changed, or a failure has occurredAnswer: B

NEW QUESTION: 174One of the five major aspects of Service Design is the design of the service solutions. It includes?A. Requirements, resources and capabilities needed and agreedB. Only requirements needed and agreedC. Only resources and capabilities neededD. Only capabilities needed and agreedAnswer: A

NEW QUESTION: 175Which process analyses services that are no longer viable and when they should be retired?A. Change managementB. Service portfolio managementC. Service level managementD. Business relationship managementAnswer: BExplanation/Reference:Reference: http://www.list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf

NEW QUESTION: 176Which of the following is not a service desk type recognized in the service operation volume of ITIL?A. LocalB. CentralizedC. OutsourcedD. VirtualAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 177Which one of the following is NOT the responsibility of service catalogue management?A. Ensuring that information in the service catalogue is accurateB. Ensuring that service level agreements are maintainedC. Ensuring that information in the service catalogue is consistent with information in the service portfolioD. Ensuring that all operational services are recorded in the service catalogueAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 178An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer.What imbalance does this represent?A. Excessively reactiveB. Excessively proactiveC. Excessive focus on costD. Excessive focus on qualityAnswer: C

NEW QUESTION: 179Which one of the following is the BEST description of a major incident?A. An incident which is so complex that it requires root cause analysis before a workaround can be foundB. An incident which requires a large number of people to resolveC. An incident logged by a senior managerD. An incident which has a high priority or a high impact on the businessAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 180

"Service Management is a set of specialized organizational capabilities for providing value to customersin the form of services". These specialized organizational capabilities include which of the following?A. People, products and technologyB. Markets and CustomersC. Applications and InfrastructureD. Functions and ProcessesAnswer: D

NEW QUESTION: 181Which of the following statements about standard changes are CORRECT?1. The approach is pre-authorized2. The risk is usually low and well understood3. Details of the change will be recorded4. Some standard changes will be triggered by the request fulfilment processA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DExplanation/Reference:Explanation:



NEW QUESTION: 182Which stage of the service lifecycle is MOST concerned with defining policies and objectives?A. Service designB. Service transitionC. Continual service improvementD. Service operationAnswer: AExplanation/Reference:Explanation:


NEW QUESTION: 183In which of the following areas would ITIL complementary guidance provide assistance?1. Adapting best practice for specific industry sectors2. Integrating ITIL with other operating modelsA. Both of the aboveB. Neither of the aboveC. Option 1 onlyD. Option 2 onlyAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 184Which of the following is concerned with fairness and transparency?A. Capacity managementB. Service designC. Service level managementD. GovernanceAnswer: D

NEW QUESTION: 185Which three types of metric support Continual Service Improvement (CSI) activities?A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metricsB. Process metrics, software metrics and financial metricsC. Technology metrics, process metrics and service metricsD. Service metrics, technology metrics and Key Performance Indicator (KPI) metricsAnswer: CExplanation/Reference:Reference: https://books.google.com.pk/books?id=h8q-ceduUGsC&pg=PA61&lpg=PA61&dq=types+of+metric+support+Continual+Service+Improvement&source=bl&ots=0hdWRAC4Fn&sig=Zc2JAODvh3osWZUTBaAFM-b1fck&hl=en&sa=X&ved=0ahUKEwjf_N3E0oXOAhXKq48KHYlcCGoQ6AEIJjAC#v=onepage&q=types%20of%20metric%20support%20Continual%20Service%20Improvement&f=false

NEW QUESTION: 186Staff in an IT department are experts in managing specific technology, but none of them know whatservices are offered to the business. What imbalance does this represent?A. Extreme focus on costB. Vendor focusedC. Extreme focus on responsivenessD. Extreme internal focus

Answer: D

NEW QUESTION: 187The group that authorizes changes that must be installed faster than the normal process is called the?A. Emergency CAB (ECAB)B. Urgent Change Board (UCB)C. CAB Emergency Committee (CAB/EC)D. Urgent Change Authority (UCA)Answer: A

NEW QUESTION: 188Which of the following statements correctly states the relationship between urgency, priority and impact?A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgencyAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 189The BEST description of the purpose of Service Operation is?A. To design and build processes that will meet business needsB. To deliver and support IT Services at agreed levels to business users and customersC. To proactively prevent all outages to IT ServicesD. To decide how IT will engage with suppliers during the Service Management LifecycleAnswer: B

NEW QUESTION: 190What does the continual service improvement (CSI) approach enable a business to achieve?A. It keeps the communication going within the businessB. It helps the business in making decisions on improvement initiativesC. It helps the stakeholders understand their customersD. It dictates the way the business interacts with external suppliersAnswer: BExplanation/Reference:References: https://www.cherwell.com/blog/7-steps-to-continual-service-improvement-csi-success

NEW QUESTION: 191Which of the following statements about the Service Portfolio and Service Catalogue is the MOSTCORRECT?

A. Service Catalogue and Service Portfolio are different names for the same thingB. The Service Catalogue has information about all services; the Service Portfolio only has informationabout services which are being considered for future developmentC. The Service Portfolio has information about all services; the Service Catalogue only has informationabout services which are live, or being prepared for deploymentD. The Service Catalogue only has information about services that are live, or being prepared fordeployment; the Service Portfolio only has information about services which are being considered forfuture developmentAnswer: C

NEW QUESTION: 192From the perspective of the service provider, what is the person or group who defines or and agrees theirservice targets known as?A. UserB. CustomerC. SupplierD. AdministratorAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 193Which of the following BEST describes an operational level agreement (OLA)?A. It contains targets that underpin those within an SLA to ensure that targets will not be breached byfailure of the supporting activity.B. It is an agreement between a supplier and another part of the same organization that assists with theprovision of services.C. It is a written agreement between a supplier and the IT customer(s), defining the key service targetsand responsibilities of both parties.D. It is a legally binding contract outlining services delivered to an IT service provider that underpin aservice that provider delivers to its customers.Answer: BExplanation/Reference:References: http://wiki.en.it-processmaps.com/index.php/Service_Level_Management

NEW QUESTION: 194Which of the following statements MOST correctly identifies the scope of design coordination activities?A. Only changes that introduce new services are includedB. All changes are mandated to be includedC. Only changes to business critical systems are includedD. Any changes that would benefit the organization are included

Answer: DExplanation/Reference:Explanation:

NEW QUESTION: 195With which process is problem management likely to share categorization and impact coding systems?A. Incident managementB. Service asset and configuration managementC. Capacity managementD. IT service continuity managementAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 196Who is responsible for ensuring that the request fulfillment process is being performed according to theagreed and documented standard?A. The IT directorB. The process ownerC. The service ownerD. The customerAnswer: BExplanation/Reference:Explanation:



NEW QUESTION: 197Gathering data, monitoring performance and assessing metrics in order to facilitate serviceimprovements are all activities associated with which part of the service lifecycle?A. Capacity ManagementB. Service DesignC. Service OperationD. Availability Management


Answer: C

NEW QUESTION: 198Which of these statements about Service Desk staff is CORRECT?A. The Service Desk should try to have a high level of staff turnover as the training requirements are lowand this helps to minimize salariesB. Service Desk staff should be discouraged from applying for other roles as it is more cost effective tokeep them in the role where they have been trainedC. Service Desk staff should be recruited from people who have high levels of technical skill to minimizethe cost of training themD. The Service Desk can often be used as a stepping stone for staff to move into other more technical orsupervisory rolesAnswer: D

NEW QUESTION: 199Which two elements of financial management for IT services are mandatory?A. Budgeting and chargingB. Accounting and chargingC. Budgeting and accountingD. Costing and chargingAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 200Which of the following should be available to the Service Desk?(1) Known Error Data(2) Change Schedules(3) Service Knowledge Management System(4) The output from monitoring toolsA. 1,2 and 3 onlyB. 1,2 and 4 onlyC. 2,3 and 4 onlyD. All of the aboveAnswer: D

NEW QUESTION: 201In terms of adding value to the business, which one of the following describes service operation scontribution?A. The cost of the service is designed, predicted and validatedB. Measures for optimization are identified

C. Service value is modeledD. Service value is visible to customersAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 202Who is responsible for defining metrics for change management?A. The change management process ownerB. The change advisory board (CAB)C. The service ownerD. The continual service improvement managerAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 203Which of the following activities are helped by recording relationships between Configuration Items (Cis)?(1) Assessing the impact and cause of Incidents and Problems(2) Assessing the impact of proposed Changes(3) Planning and designing a Change to an existing service(4) Planning a technology refresh or software upgradeA. 1 and 2 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 1, 3 and 4 onlyAnswer: B

NEW QUESTION: 204Which statement about the emergency change advisory board (ECAB) is CORRECTA. The ECAB considers every high priority request for change (RFC)B. Amongst the duties of the ECAB is the review of completed emergency changesC. The ECAB will be used for emergency changes where there may not be time to call a full CABD. The ECAB will be chaired by the IT DirectorAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 205Which is a recommended response type to respond to either a threat or an opportunity?A. Reduce

B. FallbackC. ShareD. RejectAnswer: C

NEW QUESTION: 206Which one of the following is the BEST description of a service request?A. A request from a user for information, advice or for a standard changeB. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a self-help web-based interfaceD. Any request for change (RFC) that is low-risk and which can be approved by the change managerwithout a change advisory board (CAB) meetingAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 207Which one of the following activities does application management perform?A. Defining where the vendor of an application should be locatedB. Ensuring that the required functionality is available to achieve the required business outcomeC. Deciding who the vendor of the storage devices will beD. Agreeing the service levels for the service supported by the applicationAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 208Which of the following are CORRECT Service Design Aspects?1. Service Solutions for new or changed services2. Management policies and guidelines3. Business requirements technology and management architectures4. Process requirements technology and management architecturesA. 1 and 2B. 2 and 3C. 3 and 4D. 1 and 4Answer: DExplanation/Reference:Reference: https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicedesign/ITIL_Introducing%20Service%20Design%20pdf.ashx

NEW QUESTION: 209What would be the next step in the continual service improvement (CSI) model after?1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?A.What is the return on investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D.What is the value on investment (VOI)?Answer: CExplanation/Reference:Explanation:

NEW QUESTION: 210Identify the input to the Problem Management process.A. Incident RecordsB. New Known ErrorsC. Request for ChangeD. Problem ResolutionAnswer: A

NEW QUESTION: 211Which of the following is one of the primary objectives of Service Strategy?A. To underscore the importance of services in the global economyB. To provide detailed specifications for the design of IT servicesC. To transform Service Management into a strategic assetD. To design and build processes that will meet business needsAnswer: B

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NEW QUESTION: 212Which of the following BEST describes technical management?A. A function responsibilities for facilities management and building control systemsB. A function that provides hardware repair services for technology involved in the delivery of service tocustomersC. Senior managers responsibilities for all staff within the technical support functionD. A function that includes providing technical expertise and overall management of the IT infrastructureAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 213What is most likely to cause a loss of faith in the Service Level Management process?A. Inclusion of items in the SLA that cannot be effectively measuredB. Measurements that match the customer's perception of the serviceC. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)D. Involving customers in drafting Service Level RequirementsAnswer: A

NEW QUESTION: 214Which of the following questions does Service Strategy help answer with its guidance?(1) How do we prioritize investments across a portfolio?(2) What services to offer and to whom?(3) What are the Patterns of Business Activity (PBA)?A. 2 onlyB. 3 onlyC. All of the aboveD. 1 onlyAnswer: C

NEW QUESTION: 215Which of the following is a responsibility of Supplier Management?A. Development, negotiation and agreement of Organizational Level AgreementsB. Development, negotiation and agreement of contracts.C. Development, negotiation and agreement of Service Level Agreements.D. Development, negotiation and agreement of Service PortfolioAnswer: B


NEW QUESTION: 216Which process is responsible for ensuring that appropriate testing takes place?A. Knowledge managementB. Release and deployment managementC. Service asset and configuration managementD. Service level managementAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 217Which of the following is an example of self-help capabilities?A. Software to allow programmers to debug codeB. A software update downloaded automatically to all laptops in an organizationC. Calls to the service desk to register standard changesD. Menu-driven range of facilities used to access service requestsAnswer: D

NEW QUESTION: 218What are the publications that provide guidance specific to industry sectors and organization typesknown as?A. The Service Strategy and Service Transition booksB. The Service Support and Service Delivery booksC. Pocket GuidesD. The ITIL Complementary GuidanceAnswer: D

NEW QUESTION: 219Who is responsible for ensuring that the Request Fulfillment process is being performed according to theagreed and documented process?A. The Service Desk ManagerB. The Service ManagerC. The Request Fulfillment Process ManagerD. The Request Fulfillment Process OwnerAnswer: D

NEW QUESTION: 220Which of the following should IT service continuity strategy be based on?1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)

4. Risk assessmentA. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 onlyAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 221Understanding the level of risk during and after change and providing confidence in the degree ofcompliance with governance requirements during change are both ways of adding business valuethrough which part of the service lifecycle?A. IT Service Continuity ManagementB. Service TransitionC. Risk ManagementD. Availability ManagementAnswer: B

NEW QUESTION: 222Which of the following does the Availability Management process include?(1) Ensuring services are able to meet availability targets(2) Monitoring and reporting actual availability(3) Improvement activities, to ensure that services continue to meet or exceed their availability goalsA. 1 onlyB. 1 and 3 onlyC. All of the aboveD. 1 and 2 onlyAnswer: C

NEW QUESTION: 223Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that the user is satisfied with the outcomeA. 1 onlyB. Both of the aboveC. 2 onlyD. Neither of the aboveAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 224Which Function would provide staff to monitor events in a Network Operations Centre?A. Technical ManagementB. IT Operations ManagementC. Service DeskD. Applications ManagementAnswer: B

NEW QUESTION: 225What should be documented as part of every process?A. The process owner, process policy and set of process activitiesB. The service owner, service level agreement and set of process proceduresC. The policy owner, operational level agreement and set of process stepsD. The service manager, service contract and set of work instructionsAnswer: A

NEW QUESTION: 226Which process would maintain policies, standards and models for service transition activities andprocesses?A. Change managementB. Capacity managementC. Service transition planning and supportD. Release managementAnswer: CExplanation/Reference:Explanation:



NEW QUESTION: 227Order the following continual service improvement (CSI) implementation steps into the correct sequencein alignment with the plan, Do, Check, Act (PDCA) model.(1) Allocate roles and responsibilities to work on CSI initiatives.


(2) Measure and review that the CSI plan is executed and its objectives are being achieved.(3) Identify the scope, objectives and requirements for CSI.(4) Decision on implementation of further enhancement.A. 3-4-2-1B. 2-3-4-1C. 1-3-2-4D. 3-1-2-4Answer: D

NEW QUESTION: 228Which of the following should be considered when designing measurement systems, methods andmetrics?1. The services2. The architectures3. The configuration items4. The processesA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the aboveAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 229Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make theircustomers successful2. Enabling the service provider to respond quickly and effectively to changes in the businessenvironment3. Support the creation of a portfolio of quantified servicesA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 230Which of the following would be carried out as part of a post-project benefits review?

A. An assessment of whether the project fulfilled its original objectivesB. A review of the performance of the project management method and the project management teamC. A review of the performance of the project's products in operational use and identification of whetherthere have been any side-effectsD. An assessment of the project's risk management procedureAnswer: C

NEW QUESTION: 231There are four types of metrics that can be used to measure the capability and performance ofprocesses.Which of the four metrics is missing from the list below?(1) Progress(2) Effectiveness(3) Efficiency(4) ?A. ComplianceB. CostC. CapacityD. ConformanceAnswer: A

NEW QUESTION: 232Which of the following would be examined by a major problem review?1. Things that were done correctly2. Things that were done incorrectly3. How to prevent recurrence4. What could be done better in the futureA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 233Which one of the following generates demand for services?A. Infrastructure trendsB. Patterns of business activity (PBA)C. Cost of providing supportD. Service level agreements (SLA)


NEW QUESTION: 234Which of the following is NOT an objective of request fulfillment?A. To provide information to users about what services are available and how to request themB. To update the service catalogue with services that may be requested through the service deskC. To provide a channel for users to request and receive standard servicesD. To source and deliver the components of standard services that have been requestedAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 235Which one of the following is it the responsibility of supplier management to negotiate and agree?A. Service level agreements (SLAs)B. Third-party contractsC. The service portfolioD. Operational level agreements (OLAs)Answer: BExplanation/Reference:Explanation:

NEW QUESTION: 236Which process is involved in monitoring an IT service and detecting when the performance drops belowacceptable limits?A. Service asset and configuration managementB. Event managementC. Service catalogue managementD. Problem managementAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 237"Planning and managing the resources required to deploy a release into production" is a purpose ofwhich part of the Service Lifecycle?A. Service TransitionB. Service StrategyC. Continual Service Improvement

D. Service OperationAnswer: A

NEW QUESTION: 238Which role is responsible for sponsoring, designing and change managing a process and its metrics?A. The process practitionerB. The process ownerC. The service ownerD. The process managerAnswer: BExplanation/Reference:Reference: https://en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles

NEW QUESTION: 239In which core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?A. Service strategyB. Service designC. Service transitionD. Service operationAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 240Which is used to assess business demand for services?A. Patterns of business activityB. Predicted business architectureC. Provider business assetsD. Premium business assetsAnswer: A

NEW QUESTION: 241What should a release policy include?A. Roles and responsibilities across all the service transition processesB. Roles and responsibilities for updating the configuration management database (CMDB)C. Criteria and authorization to exit early life support and handover to the service operation functionD. How request for changes (RFCs) are approved for software releases in the IT production environmentAnswer: CExplanation/Reference:

Reference: https://books.google.com.pk/books?id=fZK3CwAAQBAJ&pg=PA498&lpg=PA498&dq=itil+release+policy+include+Criteria+and+authorization+to+exit+early+life+support+and+handover+to+the+service+operation+function&source=bl&ots=XdTvivI5-X&sig=h0-HkYLlOfCoGPpGTm8_QUE_oRc&hl=en&sa=X&ved=0ahUKEwjmkeLezoXOAhVCrY8KHQ61B9sQ6AEIIDAB#v=onepage&q=itil%20release%20policy%20include%20Criteria%20and%20authorization%20to%20exit%20early%20life%20support%20and%20handover%20to%20the%20service%20operation%20function&f=false



NEW QUESTION: 242A plan for managing the end of a supplier contract should be created when?A. The contract is being negotiatedB. The contract is about to be endedC. The contract has been agreedD. The Supplier Manager decides that there is a risk the contract might need to end soonAnswer: A

NEW QUESTION: 243Remediation planning is BEST described in which of the following ways?A. Planning how to recover the cost of a changeB. Planning the steps required to be taken if a change is unsuccessfulC. Planning how to compensate a user for a failed changeD. Planning how to advise the change requestor of a failed changeAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 244Which of the following models would be MOST useful in helping to define an organizational structure?A. The Deming CycleB. Service ModelC. RACI modelD. Continual Service improvement (CSI) model.


Answer: C

NEW QUESTION: 245What are the three types of metrics that an organization should collect to support continual serviceimprovement (CSI)?A. Return on investment (ROI), value on investment (VOI), qualityB. Strategic, tactical and operationalC. Critical success factors (CSFs), key performance indicators (KPIs), activitiesD. Technology, process and serviceAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 246What are the two MAJOR activities in problem management?A. Technical and serviceB. Resource and proactiveC. Reactive and technicalD. Proactive and reactiveAnswer: DExplanation/Reference:Reference: http://advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/

NEW QUESTION: 247Which of the following availability management activities is/are considered to be proactive as opposed toreactive?1. Monitoring system availability2. Designing availability into a proposed solutionA. None of the aboveB. Both of the aboveC. 1 onlyD. 2 onlyAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 248How is the Service Catalogue used to add value to the service provider organization?A. Showing the business impact of a changeB. Providing a central source of information on the IT services delivered

C. To predict the root cause of issues in the IT infrastructureD. Displaying the relationships between configuration itemsAnswer: B

NEW QUESTION: 249What BEST describes an important principle of communication in service operation?A. It is efficient, effective and economical for all IT servicesB. It has responsibility for creating policiesC. It focuses on creating a relationship between processes and productsD. It has an intended purpose or a resultant actionAnswer: B

NEW QUESTION: 250What are customers of an IT service provider who purchase services in terms of a legally bindingcontract known as?A. Strategic customersB. External customersC. Valued customersD. Internal customersAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 251Which of these should a change model include?1. The steps that should be taken to handle the change2. Responsibilities; who should do what, including escalation3. Timescales and thresholds for completion of the actions4. Complaints proceduresA. 1, 2 and 3 onlyB. All of the aboveC. 1 and 3 onlyD. 2 and 4 onlyAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 252Which of the following BEST describes a problem?A. An issue reported by a userB. The cause of two or more incidents

C. A serious incident which has a critical impact to the businessD. The cause of one or more incidentsAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 253Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of aservice can be minimized if all aspects of the service, the processes and the technology are consideredduring development?A. Service DesignB. Continual Service ImprovementC. Service StrategyD. Service OperationAnswer: A

NEW QUESTION: 254Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?A. Utility and WarrantyB. Services and InfrastructureC. Resources and CapabilitiesD. Applications and InfrastructureAnswer: C

NEW QUESTION: 255Who owns the specific costs and risks associated with providing a service?A. The CustomerB. The Service ProviderC. The Finance departmentD. The Service Level ManagerAnswer: B

NEW QUESTION: 256Which types of communication would the functions within service operation use?1. Communication between data centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 only

D. All of the aboveAnswer: DExplanation/Reference:Explanation:



NEW QUESTION: 257Which of the following is the BEST reason for categorizing incidents?A. To establish trends for use in problem management and other IT service management (ITSM)activitiesB. To ensure service levels are met and breaches of agreements are avoidedC. To enable the incident management database to be partitioned for greater efficiencyD. To identify whether the user is entitled to log an incident for this particular serviceAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 258What is the BEST definition of a definitive media library?A. It is a secure library in which the latest versions of authorized software items are stored and protected.B. It is a structured document with definitive information regarding all live IT services, including thoseavailable for deployment.C. It is a secure library in which all definitive authorized versions of all media configuration items arestored and protected.D. It is a set of tools and databases that is used to manage knowledge, information and data.Answer: CExplanation/Reference:Explanation:A Definitive Media Library is a secure Information Technology repository in which an organization'sdefinitive, authorized versions of software media are stored and protected. Before an organizationreleases any new or changed application software into its operational environment, any such softwareshould be fully tested and quality assured.Reference: https://en.wikipedia.org/wiki/Definitive_Media_Library


NEW QUESTION: 259A Service design package (SDP) would normally be produced for which of the following?1. A new IT service2. A major change to an IT service3. An emergency change to an IT service4. An IT service retirementA. 2, 3 and 4 onlyB. 1, 2 and 4 onlyC. None of the aboveD. All of the aboveAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 260Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of theservice lifecycle?A. Service operationB. Service transitionC. Continual service improvementD. Service strategyAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 261Which of the following statements is INCORRECT?A. The Service Knowledge Management System (SKMS) includes Configuration ManagementDatabases (CMDB)B. The SKMS can include data on the performance of the organizationC. The SKMS is part of the Configuration Management System (CMS)D. The SKMS can include user skill levelsAnswer: C

NEW QUESTION: 262What are the three service provider business models?A. Internal service provider, outsourced 3rd party and off-shore partyB. Internal service operations provider, external service operations provider, shared service unitC. Internal service provider, external service provider, outsourced 3rd partyD. Internal service provider, external service provider, shared service unit

Answer: DExplanation/Reference:Explanation:

NEW QUESTION: 263Effective release and deployment management enables the service provider to add value to the businessby?A. Ensures that the fastest servers are purchasedB. Ensuring that all assets are accounted forC. Delivering change, faster and at optimum cost and minimized riskD. Verifying the accuracy of all items in the configuration management databaseAnswer: C

NEW QUESTION: 264How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architectAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 265What is the act of transforming resources and capabilities into valuable service better known as?A. Service managementB. Incident managementC. Resource managementD. Service supportAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 266What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the service providerC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesAnswer: AExplanation/Reference:

Explanation:

NEW QUESTION: 267What are the categories of events described in the ITIL service operation book?A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD.Warning, reactive, proactiveAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 268In service design, which term describes services, technologies and tools?A. PeopleB. PartnersC. ProductsD. ProcessesAnswer: CExplanation/Reference:Explanation:Many designs, plans and projects fail through a lack of preparation and management. Theimplementation of ITIL service management as a practice is about preparing and planning the effectiveand efficient use of the four Ps: the People, the Processes, the Products (services, technology and tools)and the Partners (suppliers, manufacturers and vendors).Reference: https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicedesign/ITIL_Introducing%20Service%20Design%20pdf.ashx

NEW QUESTION: 269Which of the following statements about incident reporting and logging is CORRECT?A. Incidents reported by technical staff must be logged as Problems because technical staff managesinfrastructure devices not servicesB. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activityC. Incidents can only be reported by users, since they are the only people who know when a service hasbeen disruptedD. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service.This includes technical staffAnswer: D

NEW QUESTION: 270

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?A. DoB. PerformC. ImplementD. MeasureAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 271Which of the following are responsibilities of a Service Level Manager?(1) Agreeing targets in Service Level Agreements(2) Designing the service so it can meet the targets(3) Ensuring all needed contracts and agreements are in placeA. 1 and 3 onlyB. All of the aboveC. 2 and 3 onlyD. 1 and 2 onlyAnswer: BExplanation/Reference:



NEW QUESTION: 272Which of the following processes contributes MOST to quantifying the financial value of IT services to thebusiness?A. Service level managementB. Financial managementC. Demand managementD. Risk managementAnswer: BExplanation/Reference:Explanation:


NEW QUESTION: 273As a strategic tool for assessing the value of IT services, Financial Management applies to which of thefollowing service provider types?(1) An internal service provider embedded within a business unit(2) An internal service provider that provides shared IT services(3) An external service providerA. 1 and 3 onlyB. 2 and 3 onlyC. All of the aboveD. 1 and 2 onlyAnswer: C

NEW QUESTION: 274Which process is responsible for providing the rights to use an IT service?A. Incident managementB. Access managementC. Change managementD. Request fulfillmentAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 275What is a service delivered between two business units in the same organization known as?A. Strategic serviceB. Delivered serviceC. Internal serviceD. External serviceAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 276What is the objective of Access Management?A. To manage access to computer rooms and other secure locationsB. To manage the right to use a service or group of servicesC. To manage access to the Service DeskD. To provide security staff for Data Centers and other buildingsAnswer: B

NEW QUESTION: 277

Event management, problem management, access management and request fulfillment are part of whichstage of the service lifecycle?A. Service strategyB. Service transitionC. Service operationD. Continual service improvementAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 278Which of the following are within the scope of service asset and configuration management?1. Identification of configuration items (CIs)2. Recording relationships between CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of software to support service asset and configurationmanagementA. 1, 2 and 3 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 3 and 4 onlyAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 279Which is an objective of access management?A. To efficiently respond to requests for granting access to servicesB. To detect changes of state that have significance for management of an IT serviceC. To assist with general information, complaints or commentsD. To minimize the impact of incidents that cannot be preventedAnswer: AExplanation/Reference:Reference: https://books.google.com.pk/books?id=GuVgAgAAQBAJ&pg=PA147&lpg=PA147&dq=access+management+efficiently+respond+to+requests+for+granting+access+to+services&source=bl&ots=re4-bPLfZs&sig=DSxe6nTYMiYpr3k8Lxzgq05k-nE&hl=en&sa=X&ved=0ahUKEwj7vrvrzIXOAhXHMo8KHXo0BSMQ6AEIJzAD#v=onepage&q=access%20management%20efficiently%20respond%20to%20requests%20for%20granting%20access%20to%20services&f=false

NEW QUESTION: 280Which role is accountable for the operational management of a process?A. Process practitionerB. Process managerC. Service managerD. Change managerAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 281Which stage of the change management process deals with what should be done if the change isunsuccessful?A. Remediation planningB. CategorizationC. PrioritizationD. Review and closeAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 282Which of the following identifies the purpose of design coordination?A. Provide a single point of control for all activities and processes within the service design stage of thelifecycleB. Ensuring all service designs have availability designed into themC. Designing of all the links between every service design process and all other processes in the servicelifecycleD. Control of all supplier relationships from design right through to the production environmentAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 283The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) isthat:A. An SLA is legally binding, an OLA is a best efforts agreementB. An SLA defines the service to be provided, an OLA defines internal support needed to deliver theserviceC. An SLA defines Service Level Requirements, an OLA defines Service Level TargetsD. An SLA is with an external customer, an OLA is with an internal customer

Answer: D

NEW QUESTION: 284Which of the following statements is CORRECT?A. IT Service Continuity Management is not required when IT is outsourced to a third party providerB. Business Continuity Management and IT Service Continuity Management must be established at thesame timeC.Where Business Continuity Management is established, business continuity considerations shouldform the focus for IT Service Continuity ManagementD. IT Service Continuity Management can only take place once Business Continuity Management hasbeen establishedAnswer: C

NEW QUESTION: 285In which document would you expect to see an overview of actual service achievements against targets?A. Operational level agreement(OLA)B. Capacity planC. Service level agreement(SLA)D. SLA monitoring chart(SLAM)Answer: DExplanation/Reference:Explanation:

NEW QUESTION: 286Which of the following statements describes the objectives of service asset and configurationmanagement?1. To identify, control, report and verify service assets and configuration items (CIs)2. To account for, manage and protect the integrity of service assets and configuration items3. To establish and maintain an accurate and complete configuration management system4. To document all security controls together with their operation and maintenanceA. 1 and 2 onlyB. 1, 2, and 3 onlyC. 1, 3 and 4 onlyD. All of the aboveAnswer: AExplanation/Reference:References:http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/service_asset/ITIL_guide%20to%20SA%20and%20CM%20management%20pdf (see 'The purpose and objectives of service assetand configuration management; first and second bullet)



NEW QUESTION: 287What BEST defines roles and responsibilities in relation to process and activities?A. Human resource modelB. Configuration baselineC. Service modelD. RACI matrixAnswer: DExplanation/Reference:Reference: http://www.thecqi.org/Documents/community/South%20Western/Wessex%20Branch/CQI%20Wessex%20-%20RACI%20approach%207Sep10.pdf (page 9)

NEW QUESTION: 288Which is a definition of a risk cause?A. The source of a riskB. The overall effect of a risk on the Business CaseC. How likely a risk is to occur in a given project situationD. The impact of a risk on the stage and project toleranceAnswer: A

NEW QUESTION: 289Which of the following processes are performed by the service desk?1. Capacity management2. Request fulfillment3. Demand management4. Incident managementA. All of the aboveB. 3 and 4 onlyC. 2 and 4 onlyD. 2 onlyAnswer: CExplanation/Reference:Explanation:


NEW QUESTION: 290Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list ofthese'Four Ps'?A. People, Process, Products, PartnersB. People, Products, Partners, ProfitC. People, Potential, Products, PerformanceD. Potential, Preparation, Performance, ProfitAnswer: A

NEW QUESTION: 291Which of the following can include steps that will help to resolve an incident?1. Incident model2. Known error recordA. 1 onlyB. 2onlyC. Both of the aboveD. Neither of the aboveAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 292Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 onlyAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 293Which one of the following is concerned with policy and direction?A. Capacity managementB. GovernanceC. Service designD. Service level management


NEW QUESTION: 294What is a RACI model used for?A. Performance analysisB. Recording configuration itemsC. Monitoring servicesD. Defining roles and responsibilitiesAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 295Which problem management activity ensures that a problem can be easily tracked and managementinformation can be obtained?A. CategorizationB. DetectionC. PrioritizationD. EscalationAnswer: AExplanation/Reference:Explanation:

NEW QUESTION: 296Which of the following is the best definition of service management?A. The ability to keep services highly available to meet the business needsB. A set of specialized organizational capabilities for providing value to customers in the form of servicesC. A complete set of all the documentation required to deliver world class services to customersD. An internationally recognized methodology to provide valuable services to customersAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 297What is defined as the ability of a service, component or configuration item (CI) to perform its agreedfunction when required?A. ServiceabilityB. AvailabilityC. Capacity

D. ContinuityAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 298Which of the following activities are performed by a service desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changesA. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 onlyAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 299Which one of the following are the two primary elements that create value for customers?A. Value on investment (VOI) and return on investment (ROI)B. Customer and user satisfactionC. Service requirements and warrantyD. Resources and capabilitiesAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 300What BEST defines serviceability?A. How quickly a service or component can be restored to normal working orderB. How long a service or component can perform its agreed function without failureC. The ability of a third-party supplier to meet the terms of its contractD. The part of the business process that is critical to providing the serviceAnswer: CExplanation/Reference:Reference: https://books.google.com.pk/books?id=XioNx7Gqn0IC&pg=PA120&lpg=PA120&dq=serviceability+How+long+a+service+or+component+can+perform+its+agreed+function+without+failure&source=bl&ots=TWQMJV2sz9&sig=LD_rCuSE6B3lWZb82rW-

_vv1MJE&hl=en&sa=X&ved=0ahUKEwj1gsXxzYXOAhXFRo8KHc5MAp8Q6AEIJzAC#v=onepage&q=serviceability%20How%20long%20a%20service%20or%20component%20can%20perform%20its%20agreed% 20function%20without%20failure&f=false

NEW QUESTION: 301Which one of the following is an objective of service transition?A. To negotiate service levels for new servicesB. To ensure that service changes create the expected business valueC. To minimize the impact of service outages on day-to-day business activitiesD. To plan and manage entries in the service catalogueAnswer: BExplanation/Reference:Explanation:



NEW QUESTION: 302Which of the following statements about processes is INCORRECT?A.We must be able to measure them in a relevant mannerB. They deliver specific resultsC. They are units of organizations designed to perform certain types of workD. They respond to specific eventsAnswer: C

NEW QUESTION: 303How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?A. There should be a single Plan and Do,then Check and Act should be carried out multiple times toimplement Continual ImprovementB. The entire cycle should be repeated multiple times to implement Continual ImprovementC. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times toimplement Continual ImprovementD. Each stage should be carried out once in the order Plan-Do-Check-ActAnswer: B


NEW QUESTION: 304Which of the following is NOT an objective of the operations management function?A. Swift application of skills to diagnose any IT operations failures that occurB. Delivering operational improvements to achieve reduced costsC. Management of the definitive media library (DML)D. Maintenance of status quo to achieve stability of day to day processes and activitiesAnswer: CExplanation/Reference:References: https://en.wikipedia.org/wiki/Definitive_Media_Library

NEW QUESTION: 305Which of the following are types of service defined in ITIL?1. Core2. Enabling3. SpecialA. 1 and 3onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 3 onlyAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 306Which process or function is responsible for the Definitive Media Library and Definitive Spares?A. Request FulfillmentB. Facilities ManagementC. Access ManagementD. Service Asset and Configuration ManagementAnswer: D

NEW QUESTION: 307Which Problem Management activity helps to ensure that the true nature of the problem can be easilytraced and meaningful management information can be obtained?A. CategorizationB. LoggingC. PrioritizationD. ClosureAnswer: A

NEW QUESTION: 308

Which of the following is commonly found in a contract underpinning an IT service?Financialarrangements related to the contract Description of the goods or service provided Responsibilities anddependencies for both partiesA. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. All of the aboveAnswer: D

NEW QUESTION: 309Which Function would provide staff to monitor events in an Operations Bridge?A. Applications ManagementB. IT Operations ManagementC. Technical ManagementD. Service DeskAnswer: B

NEW QUESTION: 310The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this typeof SLA?A. Customer levelB. Service levelC. Corporate levelD. Configuration levelAnswer: DExplanation/Reference:Explanation:

NEW QUESTION: 311Which of the following defines the level of protection in Information Security Management?A. The ISO27001 StandardB. The IT ExecutiveC. The Service Level ManagerD. The BusinessAnswer: D

NEW QUESTION: 312Which of the following sentences BEST describes a Standard Change?A. A change to the service provider's established policies and guidelinesB. A pre-authorized change that has an accepted and established procedureC. A change that correctly follows the required change process

D. A change that is made as the result of an auditAnswer: B

NEW QUESTION: 313Which process has the following objective, 'Produce service design packages (SDPs) based on servicecharters and change requests'?A. Service transition planning and supportB. Design coordinationC. Service level managementD. Change managementAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 314Which of the following statements about service asset and configuration management is/are CORRECT?1. A configuration item (CI) can exits as part of any numbers other CIs at the same time2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveAnswer: CExplanation/Reference:Explanation:

NEW QUESTION: 315In which of the following should details of a workaround be documented?A. In a service level agreement (SLA)B. In a problem recordC. In the availability management information systemD. In the IT service planAnswer: BExplanation/Reference:Explanation:

NEW QUESTION: 316Which of the following are classed as stakeholders in service management?1. Customers2. Users3. Suppliers

A. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyAnswer: AExplanation/Reference:Explanation:



NEW QUESTION: 317Effective Service Transition can significantly improve a service provider's ability to handle high volumesof what?A. Changes and ReleasesB. Password resetsC. Service level requestsD. Incidents and ProblemsAnswer: A





ITIL.ITIL-Foundation.v2018-12-24 - FreeCram.com · 2018-12-24 ·...

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