EX0-Itil-2011-questions-v201303

EX0-117 2013 new itil foundation 2011 edition sample questions with fineexplanations

Number: EX0-117Passing Score: 800Time Limit: 120 minFile Version: 3.0

EX0-117 2013 new itil foundation 2011 edition sample questions with fine explanations

Exam A

QUESTION 1Which role is responsible for carrying out the activities of a process?

A. Process ownerB. Change managerC. Service managerD. Process practitioner

Correct Answer: DSection: (none)Explanation

Explanation/Reference:A process practitioner is responsible for carrying out one or more process activities.

Service Transition 2011 Edition page 226.

QUESTION 2Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level managementB. IT operations managementC. Capacity managementD. Incident management

Correct Answer: BSection: (none)Explanation

Explanation/Reference:IT operations management has two sub-functions that are unique and are generally organizationallydistinct. These are:

Facilities management; ...IT operations control; This is generally staffed by shifts of operators which ensures that routineoperational tasks are carried out. IT operations control will also provide centralized monitoring andcontrol activities, usually using an operations bridge or network operations centre.

-----------------

IT operations control oversees the execution and monitoring of operational activities and events in the ITinfrastructure.

Service Operation 2011 Edition pages 38, 176.

QUESTION 3Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - Wisdom


Explanation/Reference:

Knowledge management is typically displayed within the Data-to-Information-to-Knowledge-to-Wisdom(DIKW) structure.


QUESTION 4At which stage of the service lifecycle should the processes necessary to operate a new service bedefined?

A. Service design: Design the processesB. Service strategy: Develop the offeringsC. Service transition: Plan and prepare for deploymentD. Service operation: IT operations management

Correct Answer: ASection: (none)Explanation

Explanation/Reference:The service design processes are principally responsible for providing key information for the design ofnew or changed service solutions.

Service Design 2011 Edition page 99.

QUESTION 5Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adoptC. Public frameworks are prescriptive and tell you exactly what to doD. Proprietary knowledge has been tested in a wide range of environments


Explanation/Reference:Public frameworks and standards are attractive when compared with proprietary knowledge for thefollowing reasons:

Proprietary knowledge is deeply embedded in organizations and therefore difficult to adopt, replicate oreven transfer with the cooperation of th owners. Such knowledge is often in the the form of tacitknowledge which is inextricable and poorly documented....

Service Strategy 2011 Edition page 19.

QUESTION 6Which of the following is an objective of business relationship management?

A. To identify patterns of business activityB. To ensure high levels of customer satisfactionC. To secure funding to manage the provision of servicesD. To ensure strategic plans for IT services exist


Explanation/Reference:The purpose of the business relationship management process is two-fold:

....Ensure high levels of customer satisfaction, indicating that the service provider is meeting thecustomer's requirements....


QUESTION 7The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performanceB. Performance, process, products, plansC. People, process, products, partnersD. People, products, plans, partners

Correct Answer: CSection: (none)Explanation

Explanation/Reference:The information security management system (ISMS) provides a basis for the development of a cost-effective information security programme that supports the business objectives. It will involve the four P'sof people, process, products (technology) and partners (suppliers) to ensure high levels of security arein place wherever it is appropriate.


QUESTION 8Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful changeB. Reduction in unplanned costs through optimized handling of service outagesC. Reduction in the duration and frequency of service outagesD. Enabling the service provider to have a clear understanding of what levels of service will make their

customers successful


Explanation/Reference:Customers continually seek to improve their business models and strategies. They want solutions thatbreak through performance barriers - and achieve higher quality of outcomes in business processes withlittle or no increase in cost. such solutions are usually made available through innovative products andservices. If such solutions are not available within a customer's existing span of control, service contractsor value network, they are compelled to look elsewhere.

Service providers should not take for granted their position and role within their customer's plans eventhough they have advantage of being incumbents. The value of services from a customer's perspectivemay change over time due to conditions, events and factors outside a providers control. A strategic view ofservice management means a carefully considered approach to the relationships with customers and astate of readiness in dealing with the uncertainties in the value that defines that relationship.


QUESTION 9Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial managementB. Change and release and deployment managementC. Incident and event managementD. Knowledge and service level management


Explanation/Reference:ITIL defines a 'problem' as the underlying cause of one or more incidents.

Although incident and problem management are sperate processes, they are closely related and willtypically use the same tools, and may use similar categorization, impact and priority coding systems. Thiswill ensure effective communication when dealing with related incidents and problems.

Event management provides mechanisms for early detection of incidents.

Service Operations 2011 Edition pages 59, 97.

QUESTION 10Which of the following would be used to communicate a high level description of a major change thatinvolved significant cost and risk to the organization?

A. Change proposalB. Change policyC. Service requestD. Risk register


Explanation/Reference:Major changes that involve significant cost, risk or organizational impact will usually be initiated through theservice portfolio management process.Before the new or changed service is chartered it is important that the change is reviewed for its potentialimpact on the services, on shared resources, and on the change schedule.

Change proposals are submitted to change management before chartering new or changed services inorder to ensure that potential conflicts for resources or other issues are identified.


QUESTION 11Which of the following should be documented in an incident model? 1.Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incident

A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the above


Explanation/Reference:The incident model should include:

The steps that should be taken to handle the incident.The chronological order these steps should be taken in, with any dependencies or co-processingdefined....

Service Operation 2011 Edition page 75.

QUESTION 12Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilitiesB. IT service providers CANNOT schedule changes until they understand PBAC. Demand for the services delivered by service providers are directly influenced by PBAD. Understanding PBA is the only way to enable accurate service level reporting


Explanation/Reference:Business processes are the primary source of demand for services. Patterns of business activity (PBA)influence the demand patterns seen by the service providers. It is very important to study the customer'sbusiness to identify, analyse and classify such patterns to provide sufficient basis for capacitymanagement.


QUESTION 13

Which one of the following would NOT be defined as part of every process?

A. RolesB. Inputs and outputsC. FunctionsD. Metrics


Explanation/Reference:Process: A structured set of activities designed to accomplish a specific objective. A process takes one ormore defined inputs and turns them into defined outputs.The four key characteristics of a process are:

1. Measurability2. Specific results3. Customers4. Responsiveness to specific triggers

Function: A team or group of people and the tools or other resources they use to carry out one or moreprocesses or activities – for example, the service desk.

Passing the ITIL® Foundation Exam 2011 Edition - Van Haren Publishing - page 22.

QUESTION 14Which process is responsible for recording the current details, status, interfaces and dependencies of allservices that are being run or being prepared to run in the live environment?

A. Service level managementB. Service catalogue managementC. Demand managementD. Service transition


Explanation/Reference:The purpose of the service catalogue management process is to provide and maintain a single source ofconsistent information on all operational services and those being prepared to be run operationally, and toensure that it is widely available to those who are authorized to access it.


QUESTION 15A process owner has been identified with an "I" in a RACI matrix. Which one of the following would beexpected of them?

A. Be accountable for the outcome of an activityB. Perform an activityC. Be kept up-to-date on the progress of an activityD. Manage an activity



RACI is an acronym for the four main roles of being:

Responsible: The person or people responsible for correct execution – for getting the job done.Accountable: The person who has ownership of quality and the end result. Only one person can beaccountable for each task.Consulted: The people who are consulted and whose opinions are sought. They have involvementthrough input of knowledge and information.Informed: The people who are kept up to date on progress. They receive information about processexecution and quality.


QUESTION 16Which of the following are objectives of service level management?1: Defining, documenting and agreeing the level of FT services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the above


Explanation/Reference:The key activities within the SLM process should include:

Determining, negotiating, documenting and agreeing requirements for new or changed services inSLRs, and managing and reviewing them through the service lifecycle into SLAs for operationalservices.Monitoring and measuring service performance achievements of all operational services against targetswithin SLAs.Producing service reports.Conducting service reviews, identifying improvement opportunities for inclusion in CSI register, andmanaging appropriate SIPs.Collating, measuring and improving customer satisfaction, in cooperation with business relationshipmanagement....


QUESTION 17Which one of the following do technology metrics measure?

A. ComponentsB. ProcessesC. The end-to-end serviceD. Customer satisfaction


Explanation/Reference:Technology metrics: These metrics are often associated with component and application-based metricssuch as performance, availability etc.

Continual Service Improvement 2011 Edition page 91.

QUESTION 18Which process includes business, service and component sub-processes?

A. Capacity managementB. Incident managementC. Service level managementD. Financial management


Explanation/Reference:Capacity management is an extremely technical, complex and demanding process, and in order to achieveresults, it requires three supporting sub-processes:

Business capacity management.Service capacity management.Component capacity management.


QUESTION 19Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packagesB. Producing quality, secure and resilient designs for new or improved servicesC. Taking service strategies and ensuring they are reflected in the service design processes and the

service designs that are producedD. Measuring the effectiveness and efficiency of service design and the supporting processes


Explanation/Reference:Service Design provides guidance for the design and development of services and service managementpractices, including design principles and methods for converting strategic objectives into portfolios ofservices and service assets.

The scope of Service Design is not limited to new services, but includes the changes and improvementsnecessary to increase or maintain value to customers over the lifecycle of services, the continuity ofservices, achievement of service levels, conformance to standards and regulations, and guidance on howto develop design capabilities for service management.


QUESTION 20What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. OutcomeB. IncidentC. ChangeD. Problem


Explanation/Reference:Outcome: The result of carrying out an activity, following a process, or delivering an IT service etc. Theterm is used to refer to intended results as well as to actual results.

ITIL 2011 English Glossary v1.0 page 52.

QUESTION 21Which process is responsible for managing relationships with vendors?

A. Change managementB. Service portfolio managementC. Supplier managementD. Continual service improvement


Explanation/Reference:The main objectives of the supplier management process are to:

Obtain value for money from suppliers and contracts.Ensure that contracts with suppliers are aligned to business needs, and support and align with agreedtargets in SLRs and SLAs, in conjunction with SLM.Manage relationships with suppliers....


QUESTION 22Which of the following service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun

A. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 only


Explanation/Reference:There are many wats of structuring service desks and locating them - and the correct solution will vary fordifferent organizations.The primary options are:

Local service desk.Centralized service desk.Virtual Service desk.Follow the sun.Specialized service desk groups.

Service Operation 2011 Edition pages 158 to 162.

QUESTION 23What are the categories of event described in the UIL service operation book?

A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD. Warning, reactive, proactive


Explanation/Reference:Every organization will have its own categorization of the significance of an event, but it is suggested thatat least these three broad categories be represented:

Informational.Warning.Exception.


QUESTION 24What would you call the groups of people who have an interest in the activities, targets, resources anddeliverables from service management?

A. EmployersB. StakeholdersC. RegulatorsD. Accreditors


Explanation/Reference:Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders maybe interested in the activities, targets, resources or deliverables. Stakeholders may include customers,partners, employees, shareholders, owners etc.


QUESTION 25Which of the following are the MAIN objectives of incident management?1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operations

A. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. All of the above


Explanation/Reference:The objectives of the incident management process are to:

Ensure that standardized methods and procedures are used for efficient and prompt response,analysis, documentation, ongoing management and reporting of incidents.

Increase visibility and communication of incidents to business and IT support staff.Enhance business perception of IT through use of professional approach in quickly resolving andcommunicating incidents when they occur.Align incident management activities and priorities with those of the business.Maintain user satisfaction with the quality of IT services.


QUESTION 26What is the name of the group that should review changes that must be implemented faster than thenormal change process?

A. Technical managementB. Emergency change advisory boardC. Urgent change boardD. Urgent change authority


Explanation/Reference:emergency change advisory board (ECAB): A subgroup of the change advisory board that makesdecisions about emergency changes. Membership may be decided at the time a meeting is called, anddepends on the nature of the emergency change.


QUESTION 27Which of the following is NOT an objective of service transition?

A. To ensure that a service can be operated, managed and supportedB. To provide training and certification in project managementC. To provide quality knowledge and information about services and service assetsD. To plan and manage the capacity and resource requirements to manage a release


Explanation/Reference:Training and certification in project management?! Seriously?? :)


QUESTION 28Which of the following types of service should be included in the scope of service portfolio management?1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from service

A. 1 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 3 only


Explanation/Reference:The scope of service portfolio management is all services a service provider plans to deliver, thosecurrently delivered and those that have been withdrawn from service.


QUESTION 29The BEST description of an incident is:

A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the service desk, regardless of whether the service is

impacted or not


Explanation/Reference:Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of aconfiguration item that has not yet affected service is also an incident – for example, failure of one diskfrom a mirror set.


QUESTION 30Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continuallyimprove

B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep themomentum going?

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;Check the plan has been properly implemented; Improve the solution

D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we getthere?; How do we keep the momentum going?




QUESTION 31When can a known error record be raised?1. At any time it would be useful to do so2. After a workaround has been found

A. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the above


Explanation/Reference:As soon as the diagnosis is complete, and particularly where a workaround has been found (even though itmay not yet be a permanent resolution), a known error record must be raised and placed in the KEDB sothat if further incidents or problems arise, they can be identified and the service restored more quickly. Insome cases it may be advantageous to raise a known error record even earlier in the overall process,even though the diagnosis may not be complete or a workaround found. This might be used for informationpurposes or to identify a root cause or workaround that appears to address the problem but hasn’t beenfully confirmed. Therefore, it is inadvisable to set a concrete procedural point for exactly when a knownerror record must be raised. It should be done as soon as it becomes useful to do so!


QUESTION 32What body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?

A. The change authorization boardB. The change advisory boardC. The change implementerD. The change manager


Explanation/Reference:Change advisory board (CAB): A group of people that support the assessment, prioritization,authorization and scheduling of changes. A change advisory board is usually made up of representativesfrom:

All areas within the IT service provider.The business.And third parties such as suppliers.


QUESTION 33Which process is responsible for discussing reports with customers showing whether services have mettheir targets?

A. Continual service improvementB. Change managementC. Service level managementD. Availability management


Explanation/Reference:Service level management (SLM): The process responsible for negotiating achievable service levelagreements and ensuring that these are met. It is responsible for ensuring that all IT service managementprocesses, operational level agreements and underpinning contracts are appropriate for the agreedservice level targets. Service level management monitors and reports on service levels, holds regularservice reviews with customers, and identifies required improvements.


QUESTION 34What do customer perceptions and business outcomes help to define?

A. The value of a serviceB. GovernanceC. Total cost of ownership (TCO)D. Key performance indicators (KPIs)


Explanation/Reference:Financial management provides the business and IT with quantification, in in financial terms, of the valueof IT services, the value of the assets used to provide those serviecs, and the qualification of operationalforecasting, Talking about IT in terms of services is a crucial aspect of changing the perception of IT and itsvalue to the business.


QUESTION 35Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service componentsC. Physical, personnel, network, emergency, serviceD. Normal, temporary, emergency, personal, group


Explanation/Reference:Access: Refers to the level and extent of a service's functionality or data that a user is entitled to use.Identify: Refers to the information about them that distinguishes them as an individual and which verifiestheir status within the organization. By definition, the identity of a user is unique to that user.Rights: (Also called privileges) refer to the actual settings whereby a user is provided access to a serviceor group of services. Typical rights, or levels of access, include read, write, execute, change, delete.Services or service groups: Most users do not use only one service, and users performing a similar setof activities will use a similar set of services. Instead of providing access to each service for each userseparately, it is more efficient to be able to grant each user - or group of users - access to the whole set ofservices that they are entitled to use at the same time.Directory services: Refer to specific types of tools that are used to manage access and rights.


QUESTION 36Which of these statements about resources and capabilities is CORRECT?

A. Resources are types of service asset and capabilities are notB. Resources and capabilities are both types of service assetC. Capabilities are types of service asset and resources are notD. Neither capabilities nor resources are types of service asset


Explanation/Reference:Asset: Any resource or capability.Customer asset: Any resource or capability used by a customer to achieve a business outcome.Service asset: Any resource or capability used by a service provider to deliver services to a customer.


QUESTION 37Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metricsB. Service design packageC. Service portfolio designD. Process definitions


Explanation/Reference:A service is defined by a service design package (SPD), which is produced under the control of the servicedesign coordination process.


QUESTION 38

What should a service always deliver to customers?

A. ApplicationsB. InfrastructureC. ValueD. Resources


Explanation/Reference:Service: A means of delivering value to customers by facilitating outcomes customers want to achievewithout the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym forcore service, IT service or service package.


QUESTION 39Which process is responsible for the availability, confidentiality and integrity of data?

A. Service catalogue managementB. Service asset and configuration managementC. Change managementD. Information security management


Explanation/Reference:Information security management (ISM): The process responsible for ensuring that the confidentiality,integrity and availability of an organization’s assets, information, data and IT services match the agreedneeds of the business. Information security management supports business security and has a widerscope than that of the IT service provider, and includes handling of paper, building access, phone calls etc.for the entire organization. See also security management information system.


QUESTION 40Availability management is directly responsible for the availability of which of the following?

A. IT services and componentsB. IT services and business processesC. Components and business processesD. IT services, components and business processes


Explanation/Reference:Availability management (AM): The process responsible for ensuring that IT services meet the currentand future availability needs of the business in a cost-effective and timely manner. Availabilitymanagement defines, analyses, plans, measures and improves all aspects of the availability of IT services,and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed servicelevel targets for availability.


QUESTION 41What type of baseline captures the structure, contents and details of the infrastructure and represents aset of items that are related to each other?

A. Configuration baselineB. Project baselineC. Change baselineD. Asset baseline


Explanation/Reference:A configuration baseline is the configuration of a service, product or infrastructure that has been formallyreviewed and agreed, which thereafter serves as the basis for further activities and can be changed onlythrough formal change procedures.


QUESTION 42Which of the following BEST describes the purpose of access management?

A. To provide a channel for users to request and receive standard servicesB. Provides the rights for users to be able to use a service or group of servicesC. To prevent problems and resulting Incidents from happeningD. To detect security events and make sense of them


Explanation/Reference:Access management: The process responsible for allowing users to make use of IT services, data orother assets. Access management helps to protect the confidentiality, integrity and availability of assets byensuring that only authorized users are able to access or modify them. Access management implementsthe policies of information security management and is sometimes referred to as rights management oridentity management.


QUESTION 43Which of the following are reasons why ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practice

A. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 only


Explanation/Reference:The following list defines the key characteristics of ITIL that contribute to its global success:

Vendor-neutral:

Applicable in any IT organization as it is not based on any particular technology platform or industrytype.Owned by the UK government and is not tied to any commercial proprietary practice or solution.

Non-prescriptive:Offers robust, mature and time-tested practices with applicability to all types of service organization.Continues to be useful and relevant in public/private sectors, internal/external service providers,small, medium, large enterprises, any technical environment.

Best practice:Represents the world's best-in-class service providers learning experiences and thought leadership.


QUESTION 44Which one of the following includes four stages called Plan, Do, Check and Act?

A. The Deming CycleB. The continual service improvement approachC. The seven-step improvement processD. The service lifecycle


Explanation/Reference:W. Edwards Deming proposed the Deming Cycle for quality improvement which is very applicable in CSI.The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to preventrolling backwards.


QUESTION 45The consideration of value creation is a principle of which stage of the service lifecycle?

A. Continual service improvementB. Service strategyC. Service designD. Service transition


Explanation/Reference:ITSM must be carried out effectively and efficiently. Managing IT from the business perspective enablesorganizational high performance and value creation.


QUESTION 46Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. Service level managementB. Service portfolio managementC. Request fulfilmentD. Demand management

Correct Answer: C

Section: (none)Explanation

Explanation/Reference:Request fulfilment is the process responsible for managing the lifecycle of all service requests from theusers.


QUESTION 47Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A. Suppliers, manufacturers and vendorsB. CustomersC. Internal departmentsD. The facilities management function


Explanation/Reference:Many designs, plans and projects fail from lack of preparation and management; ITSM implementationrequires preparing and planning the effective and efficient use of the four Ps: the people, the processes,the products (services, technology and tools) and partners (suppliers, manufacturers and vendors).


QUESTION 48Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. The service level managementB. The IT service continuity managementC. The service catalogue managementD. The supplier management


Explanation/Reference:Supplier Management Process – Scope

Implementation and enforcement of the supplier policyMaintenance of an SCMISSupplier and contract categorization and risk assessmentSupplier and contract evaluation and selectionDevelopment, negotiation and agreement of contractsContract review, renewal and terminationManagement of suppliers and supplier performanceIdentification of improvement opportunities for inclusion in the CSI register, and the implementation ofservice and supplier improvement plansMaintenance of standard contracts, terms and conditionsManagement of contractual dispute resolutionManagement of sub-contracted suppliers


QUESTION 49The experiences, ideas, insights and values of individuals are examples of which level of understandingwithin knowledge management?

A. DataB. InformationC. KnowledgeD. Governance


Explanation/Reference:Knowledge Management is typically displayed within the Data-to-Information-to-Knowledge-to-Wisdom(DIKW) structure.

Data – discrete facts about EventsInformation – comes from providing context to dataKnowledge – tacit experiences, ideas, insights, values, and judgments of individualsWisdom – the ultimate discernment of the material


QUESTION 50Which one of the following contains information that is passed to service transition to enable theimplementation of a new service?

A. A service optionB. A service transition package (STP)C. A service design package (SDP)D. A service charter


Explanation/Reference:Service design package (SDP) - Document(s) defining all aspects of an IT service and its requirementsthrough each stage of its lifecycle. A service design package is produced for each new IT service, majorchange or IT service retirement.


QUESTION 51Which of the following would commonly be found in a contract underpinning an IT service?1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties

A. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. All of the above


Explanation/Reference:The contents of a basic underpinning contract or service agreement are:

Basic terms and conditions: the term (duration) of the contract, the parties, locations, scope,definitions and commercial basis.

Service description and scope: the functionality of the services being provided and its extent, alongwith constraints on the service delivery, such as performance, availability, capacity, technical interfaceand security. Service functionality may be explicitly defined, or in the case of well-established services,included by reference to other established documents, such as the service portfolio and the servicecatalogue.Service standards: the service measures and the minimum levels that constitute acceptableperformance and quality – for example, IT may have a performance requirement to respond to arequest for a new desktop system in 24 hours, with acceptable service deemed to have occurred wherethis performance requirement is met in 95% of cases. Service levels must be realistic, measurable andaligned to the organization’s business priorities and underpin the agreed targets within SLRs and SLAs.Workload ranges: the volume ranges within which service standards apply, or for which particularpricing regimes apply. Management information: the data that must be reported by the supplier on operational performance– take care to ensure that management information is focused on the most important or headlinereporting measures on which the relationship will be assessed. KPIs related to supplier CSFs andbalanced scorecards may form the core of reported performance data.Responsibilities and dependencies: description of the obligations of the organization (in supportingthe supplier in the service delivery efforts) and of the supplier (in its provision of the service), includingcommunication, contacts and escalation.


QUESTION 52Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deploymentmanagement

B. Change management, capacity management event management, service request managementC. Service level management, service portfolio management, service asset and configuration

managementD. Service asset and configuration management, release and deployment management, request

fulfillment


Explanation/Reference:Service transition includes the following processes:

Transition planning and support.Change management.Service asset and configuration management.Release and deployment management.Service validation and testing.Change evaluation, and knowledge management.


QUESTION 53Which statement should NOT be part of the value proposition for Service Design?

A. Reduced total cost of ownershipB. Improved quality of serviceC. Improved Service alignment with business goalsD. Better balance of technical skills to support live services


Explanation/Reference:Adopting and implementing standard and consistent approaches of a service design will:

Reduce total cost of ownership (TCO).Improve quality of service.Improve consistency of service.Ease implementation of new or changed services.Improve service alignment.Improve service performance....


QUESTION 54Which process would be used to compare the value that newer services have offered over those they havereplaced?

A. Availability managementB. Capacity managementC. Service portfolio managementD. Service catalogue management


Explanation/Reference:Service portfolio management evaluates the value of services throughout their lifecycles, and must be ableto compare what newer services have offered over the retired services they have replaced.


QUESTION 55Consider the following list:1. Change authority2. Change manager3. Change advisory board (CAB)Which one of the following is the BEST description of the items above?

A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groups


Explanation/Reference:Change advisory board (CAB): A group of people that support the assessment, prioritization,authorization and scheduling of changes. A change advisory board is usually made up of representativesfrom: all areas within the IT service provider; the business; and third parties such as suppliers.

The change manager normally chairs the CAB; potential members include:Customer(s)User manager(s)...

A CAB is often the change authority for one or more change categories...


QUESTION 56Hierarchic escalation is BEST described as?

A. Notifying more senior levels of management about an incidentB. Passing an incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD. Failing to meet the incident resolution times specified in a service level agreement


Explanation/Reference:Hierarchic escalation: Informing or involving more senior levels of management to assist in an escalation.


QUESTION 57Which one of the following functions would be responsible for the management of a data centre?

A. Technical managementB. Service deskC. Application managementD. Facilities management


Explanation/Reference:Facilities management refers to the management of the physical IT environment, typically a data centeror computer rooms and recovery sites together with all the power and cooling equipment.


QUESTION 58Which one of the following would be the MOST useful in helping to define roles and responsibilities in anorganizational structure?

A. RACI modelB. Incident modelC. Continual service improvement (CSI) approachD. The Deming Cycle


Explanation/Reference:RACI models help define roles and responsibilities in processes and activities and identify who will take oneach role.


QUESTION 59Which process will regularly analyse incident data to identify discernible trends?

A. Service level management

B. Problem managementC. Change managementD. Event management


Explanation/Reference:Problem management - Scope

Conducting periodic scheduled reviews of operational logs and maintenance records and event logstargeting patterns and trends of warning and exception events.Conducting brainstorming sessions to identify trends indicating underlying problems.


QUESTION 60Which is the correct definition of a customer facing service?

A. One which directly supports the business processes of customersB. A service that cannot be allowed to failC. One which is not covered by a service level agreementD. A service not directly used by the business


Explanation/Reference: A customer-facing IT service directly supports business processes of one or more customers and itsservice level targets should be defined in an SLA.


QUESTION 61Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operating

together for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activities


Explanation/Reference:Service management: A set of specialized organizational capabilities for providing value to customers inthe form of services.


QUESTION 62Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant IncidentsB. To manage problems throughout their lifecycleC. To restore service to a user

D. To eliminate recurring incidents


Explanation/Reference:Problem Management Process – objectives

Prevent problems and resulting incidents from happeningEliminate recurring incidentsMinimize the impact of incidents that cannot be prevented


QUESTION 63Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreementB. Negotiating and agreeing operational level agreementsC. Ensuring that the service catalogue is made available to those approved to access itD. Only ensuring that adequate technical resources are available


Explanation/Reference:Service Catalogue Management Process – Objectives

Manage the information contained within the service catalogue. Ensure that the service catalogue is accurate and reflects the current details, status, interfaces anddependencies of all services that are being run, or being prepared to run, in the live environment,according to the defined policies.Ensure the service catalogue is made available to those approved to access it in a way that supportstheir effective and efficient use of service catalogue information.Ensure the service catalogue supports evolving needs of other service management processes forservice catalogue information, including interfaces and dependencies.


QUESTION 64Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service designB. To ensure that each release package specified by service design consists of a set of related assets

and service componentsC. To ensure that all changes can be tracked, tested and verified if appropriateD. To record and manage deviations, risks and issues related to the new or changed service


Explanation/Reference:Release and deployment management: The process responsible for planning, scheduling and controllingthe build, test and deployment of releases, and for delivering new functionality required by the businesswhile protecting the integrity of existing services.


QUESTION 65Which one of the following activities are carried out during the "Where do we want to be?" step of thecontinual service improvement (CSI) approach?

A. Implementing service and process improvementsB. Reviewing measurements and metricsC. Creating a baselineD. Defining measurable targets


Explanation/Reference:We need a plan and action to get from where we are to where we want to be, and a way of knowing wehave arrived; this is accomplished by measurement and metrics against the baseline.


QUESTION 66Which one of the following can help determine the level of impact of a problem?

A. Definitive media library (DML)B. Configuration management system (CMS)C. Statement of requirements (SOR)D. Standard operating procedures (SOP)


Explanation/Reference:Configuration management system (CMS): A set of tools, data and information that is used to supportservice asset and configuration management. The CMS is part of an overall service knowledgemanagement system and includes tools for collecting, storing, managing, updating, analysing andpresenting data about all configuration items and their relationships. The CMS may also includeinformation about incidents, problems, known errors, changes and releases. The CMS is maintainedby service asset and configuration management and is used by all IT service management processes.


QUESTION 67The effective management of risk requires specific types of action. Which of the following pairs of actionswould be BEST to manage risk?

A. Training in risk management for all staff and identification of risksB. Identification of risk, analysis and management of the exposure to riskC. Control of exposure to risk and investment of capitalD. Training of all staff and investment of capital


Explanation/Reference:Identifying the risks – involves naming the risk. When first identifying the risk it is not necessary to try toexplain or quantify the risk, but just to get as many ideas as possible about what might threaten thesuccess of a project or strategy. Each identified or suspected risk should be documented together with itspotential consequences.

Analysing the risks – quantifying the impact and probability of the risk. The impact is the effect on astrategy or project (and its customers) should the risk become reality. Most risk management approachesuse both qualitative and quantitative descriptions of these areas.

Managing risks – once risks have been assessed and documented, together with their action plans, therisk management plan must be reviewed regularly to ensure appropriate actions have been taken and areworking as expected. Any of the risks may change status throughout the project. These changes must bemonitored and built into the normal project control mechanisms – e.g. every project meeting should includea review of the risk management plan and the assessment of any new risks.


QUESTION 68Which of the following is an enabler of best practice?

A. StandardsB. TechnologyC. Academic researchD. Internal experience



QUESTION 69Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People,Processes and one other "P". Which of the following is the additional "P"?

A. ProfitB. PreparationC. ProductsD. Potential


Explanation/Reference:The information security management system (ISMS) provides a basis for the development of a cost-effective information security programme that supports the business objectives. It will involve the four P'sof people, process, products (technology) and partners (suppliers) to ensure high levels of security arein place wherever it is appropriate.


QUESTION 70Which of the following is NOT one of the five individual aspects of service design?

A. The design of the service portfolio, including the service catalogueB. The design of new or changed servicesC. The design of market spacesD. The design of the technology architectures


Explanation/Reference:You can see from the opposite page that service design is a bit of a misnomer. Yes, the scope of servicedesign includes services – adding them, changing them. But it also includes the design of things that arenot services per se, but underpin services and service management:

The design of the service portfolio.Technology and management architecture design.The design of processes.The design of measurement methods and metrics.

As you can see, the last four things mentioned above are not services; it is important to remember is thatthey are in-scope for service design (hence the misnomer) and taken together with service design, theyare called the five major aspects of service design in ITIL.


QUESTION 71Where 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 description


Explanation/Reference:Service level agreement (SLA): An agreement between an IT service provider and a customer. A servicelevel agreement describes the IT service, documents service level targets, and specifies theresponsibilities of the IT service provider and the customer. A single agreement may cover multiple ITservices or multiple customers.


QUESTION 72Which 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 business environment3. Reduction in the duration and frequency of service outages



Explanation/Reference:Service Strategy’s Value to the business

Selecting and adopting the best practice as recommended in the service strategy publication will assistorganizations in delivering significant benefits. Adopting and implementing standard and consistentapproaches for service strategy will:Support the ability to link activities performed by the service provider to outcomes that are critical tointernal or external customers.Enable the service provider to have a clear understanding of what types and levels of service will makeits customers successful and then organize itself optimally to deliver and support those services.

Enable the service provider to respond quickly and effectively to changes in the business environment,ensuring increased competitive advantage over time.Support the creation and maintenance of a portfolio of quantified services that will enable the businessto achieve positive return on its investment in services.Facilitate functional and transparent communication between the customer and the service provider, sothat both have a consistent understanding of what is required and how it will be delivered.Provide the means for the service provider to organize itself so that it can provide services in anefficient and effective manner.


QUESTION 73What are the categories of event described in the ITIL service operation book?

A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD. Warning, reactive, proactive


Explanation/Reference:There are many different types of events, such informational events, warning events and exception events.


QUESTION 74A 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 process

A. 2, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 only


Explanation/Reference:Process Owner – Responsibilities

Sponsoring, designing and change managing the process and its metrics.Defining the process strategy.Assisting with process design.Ensuring that appropriate process documentation is available and current.Defining appropriate policies and standards to be employed throughout the process.Periodically auditing the process to ensure compliance to policy and standards.Periodically reviewing the process strategy to ensure that it is still appropriate and change as required.Communicating process information or changes as appropriate to ensure awareness.Providing process resources to support activities required throughout the service lifecycle.Ensuring that process technicians have the required knowledge and the required technical andbusiness understanding to deliver the process, and understand their role in the process.Reviewing opportunities for process enhancements and for improving the efficiency and effectivenessof the process.Addressing issues with the running of the process.

Identifying improvement opportunities for inclusion in the CSI register.Working with the CSI manager and process manager to review and prioritize improvements in the CSIregister.Making improvements to the process.


QUESTION 75Which one of the following is concerned with policy and direction?

A. Capacity managementB. GovernanceC. Service designD. Service level management


Explanation/Reference:Governance: Ensures that policies and strategy are actually implemented, and that required processesare correctly followed. Governance includes defining roles and responsibilities, measuring and reporting,and taking actions to resolve any issues identified.


QUESTION 76Which of the following should be considered when designing measurement systems, methods andmetrics?1. The services2. The architectures3. The configuration items4. The processes

A. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the above


Explanation/Reference:Measurement systems, methods and metrics for the services, the architectures, their constituentcomponents and the processes.


QUESTION 77Which 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 needs


Explanation/Reference:IT service management (ITSM): The implementation and management of quality IT services that meet theneeds of the business. IT service management is performed by IT service providers through anappropriate mix of people, process and information technology.


QUESTION 78Which 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 changes


Explanation/Reference:Transition Planning and Support Process – Scope

Maintaining policies, standards and models for service transition activities, processesGuiding each major change or new service through all service transition processesCoordinating efforts to enable multiple transitions to be managed at the same timePrioritizing conflicting requirements for service transition resourcesPlanning budget and resources to fulfill future requirements for service transitionReviewing and improving performance of transition planning and support activitiesEnsuring that service transition is coordinated with program and project management, service designand service development activities


QUESTION 79What 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 teams


Explanation/Reference:underpinning contract (UC): A contract between an IT service provider and a third party. The third partyprovides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreedservice level targets in one or more service level agreements.


QUESTION 80In 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)


Explanation/Reference:SLAM chart: A service level agreement monitoring chart is used to help monitor and report achievementsagainst service level targets. A SLAM chart is typically colour-coded to show whether each agreed servicelevel target has been met, missed or nearly missed during each of the previous 12 months.


QUESTION 81Who 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 customer


Explanation/Reference:Process owner: The person who is held accountable for ensuring that a process is fit for purpose. Theprocess owner’s responsibilities include sponsorship, design, change management and continualimprovement of the process and its metrics. This role can be assigned to the same person who carries outthe process manager role, but the two roles may be separate in larger organizations.


QUESTION 82Which process is responsible for ensuring that appropriate testing takes place?

A. Knowledge managementB. Release and deployment managementC. Service asset and configuration managementD. Service level management


Explanation/Reference:Release and deployment management: The process responsible for planning, scheduling and controllingthe build, test and deployment of releases, and for delivering new functionality required by the businesswhile protecting the integrity of existing services.


QUESTION 83Which 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 meet

A. Both of the aboveB. 1 only

C. 2 onlyD. Neither of the above


Explanation/Reference:Business Relationship Management Process – Purpose

Establish and maintain a business relationship between the service provider and the customer basedon understanding the customer and its business needs Identify customer needs and ensure that the service provider is able to meet these needs as businessneeds change over time and between circumstances


QUESTION 84Which 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 desk


Explanation/Reference:Outcome: The result of carrying out an activity, following a process, or delivering an IT service etc. Theterm is used to refer to intended results as well as to actual results.


QUESTION 85Understanding 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


Explanation/Reference:The seven-step improvement process – Objectives

...

...Understanding what to measure, why it is being measured and carefully defining the successfuloutcome.


QUESTION 86Which process would ensure that utility and warranty requirements are properly addressed in servicedesigns?

A. Availability managementB. Capacity managementC. Design coordinationD. Release management


Explanation/Reference:Design Coordination Process – Scope

...

...

...Ensuring that all requirements are appropriately addressed in service designs, particularly utility andwarranty requirements


QUESTION 87What would you call the groups of people who have an interest in the activities, targets, resources anddeliverables from service management?

A. EmployersB. StakeholdersC. RegulatorsD. Accreditors




QUESTION 88What 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)?




QUESTION 89Which statement about the emergency change advisory board (ECAB) is CORRECT

A. 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 Director


Explanation/Reference:Emergency change advisory board (ECAB): A subgroup of the change advisory board that makesdecisions about emergency changes. Membership may be decided at the time a meeting is called, anddepends on the nature of the emergency change.


QUESTION 90Which of the following BEST describes a problem?

A. An issue reported by a userB. The cause of two or more incidentsC. A serious incident which has a critical impact to the businessD. The cause of one or more incidents


Explanation/Reference:Problem: A cause of one or more incidents. The cause is not usually known at the time a problem record

is created, and the problem management process is responsible for further investigation.


QUESTION 91Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A. InternalB. ExternalC. Service deskD. Shared services unit


Explanation/Reference:THREE main types of service providers: internal, shared, external


QUESTION 92Which 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 problems


Explanation/Reference:Incident Management Process – Scope

Scope includes any event which disrupts, or which could disrupt, a service, such as events communicateddirectly by users, either through the service desk or through an interface from event management toincident management tools. Incidents can also be reported and/or logged by technical staff, for example ifthey notice something untoward with a hardware or network CI staff may report or log an incident and referit to the service desk. This does not mean that all events are incidents; many event classes are not relatedto disruptions, but are indicators of normal operation or informational.

Although both incidents and service requests are reported to the service desk, they are not the same.Service requests do not represent a disruption to agreed service, but are a way of meeting the customer’sneeds and may be addressing an agreed target in an SLA. Service requests are dealt with by the requestfulfillment process.


QUESTION 93Which process is responsible for providing the rights to use an IT service?

A. Incident managementB. Access managementC. Change managementD. Request fulfilment

Correct Answer: BSection: (none)

Explanation

Explanation/Reference:Access Management Process – Objectives

Manage access to services based on policies and actions defined in information security management.Efficiently respond to requests for granting access to services, changing access rights or restrictingaccess, ensuring the rights provided or changed are properly granted.Oversee access to services and ensure rights being provided are not improperly used.


QUESTION 94What 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 services


Explanation/Reference:IT service: A service provided by an IT service provider made up of information technology, people andprocesses. A customer-facing IT service directly supports business processes of one or more customersand its service level targets should be defined in an SLA; other IT services (supporting services) arenot directly used by the business but are required by the service provider to deliver customer-facing services.


QUESTION 95Which 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 design

A. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the above



QUESTION 96How 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 architect


Explanation/Reference:Applying RACI to a process; only one person should hold end-to-end accountability for the process,typically the process owner. Similarly, there is only one person accountable for any individual activity,although several people may be responsible for executing parts of it.


QUESTION 97The addition, modification or removal of an authorized, planned or supported service or service componentand its associated documentation is a definition of what?

A. A changeB. A change modelC. A change requestD. A change advisory board


Explanation/Reference:Change: The addition, modification or removal of anything that could have an effect on IT services. Thescope should include changes to all architectures, processes, tools, metrics and documentation, as well aschanges to IT services and other configuration items.


QUESTION 98Where should the following information be stored?1. The experience of staff2. Records of user behaviour3. Supplier's abilities and requirements4. User skill levels

A. The forward schedule of changeB. The service portfolioC. A configuration management database (CMDB)D. The service knowledge management system (SKMS)


Explanation/Reference:Service knowledge management system (SKMS): A set of tools and databases that is used to manageknowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The serviceknowledge management system includes tools for collecting, storing, managing, updating, analyzing andpresenting all the knowledge, information and data that an IT service provider will need to manage the fulllifecycle of IT services.


QUESTION 99Which of the following statements about standard changes are CORRECT?1. The approach is pre-authorized

2. 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 process

A. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the above


Explanation/Reference:Standard change: A pre-authorized change that is low risk, relatively common and follows a procedure orwork instruction – for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standardchange, and they are logged and tracked using a different mechanism, such as a service request.


QUESTION 100Which 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 accessmanagement

B. 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 management


Explanation/Reference:Service operation process:

Event management.Incident management.Request fulfilment.Problem management.Access management.


QUESTION 101With 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 management


Explanation/Reference:An effective way of calculating impact and urgency and other elements and deriving

an overall priority level for each incident is given in SO Table 4.1.


QUESTION 102What 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 services


Explanation/Reference:Service reporting: Activities that produce and deliver reports of achievement and trends against servicelevels. The format, content and frequency of reports should be agreed with customers.


QUESTION 103Which one of the following does service metrics measure?

A. FunctionsB. Maturity and costC. The end-to-end serviceD. Infrastructure availability

Correct Answer: C


Explanation/Reference:Service metrics – these metrics are the results of the end-to-end service. Component metrics are used tocompute the service metrics.


QUESTION 104Which one of the following is NOT a valid purpose or objective of problem management?

A. To prevent problems and resultant incidentsB. To manage problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring incidents


Explanation/Reference:Problem Management Process – purpose

Manage the lifecycle of all problems from first identification through further investigation, documentationand eventual removal.Minimize the adverse impact of incidents and problems on the business that are caused by underlyingerrors within the IT Infrastructure, and to proactively prevent recurrence of incidents related to theseerrors.

Problem Management Process – objectives

Prevent problems and resulting incidents from happening.Eliminate recurring incidents.Minimize the impact of incidents that cannot be prevented.


QUESTION 105Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand managementB. Incident managementC. Release and deployment managementD. Request fulfilment


Explanation/Reference:The term ‘service request’ is used as a generic description for many different types of demands that areplaced upon the IT organization by the users. Many of these are typically requests for small changes thatare low risk, frequently performed, low cost etc.

Their scale and frequent, low-risk nature means that they are better handled by a separate process, ratherthan being allowed to congest and obstruct the normal incident and change management processes.Effective request fulfillment has a very important role in maintaining end user satisfaction with the servicesthey are receiving and can directly impact how well IT is perceived throughout the business.


QUESTION 106Which function or process would provide staff to monitor events in an operations bridge?

A. Technical managementB. IT operations managementC. Request fulfilmentD. Applications management


Explanation/Reference:IT operations control oversees execution and monitoring of operational activities and events in the ITinfrastructure with the help of an operations bridge or network operations center.


QUESTION 107Which 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 changes

A. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 only


Explanation/Reference:Service desk function – Objective

The primary aim of the service desk is to provide a single point of contact between the services being provided and the users. Specific responsibilities will include:

Logging all incident/service request details, allocating category and priority codesProviding first-line investigation and diagnosisResolving incidents/service requests when first contacted whenever possibleEscalating incidents/service requests they cannot resolve within agreed timescalesKeeping users informed of progressClosing all resolved incidents, requests and other callsConducting customer/user satisfaction call-backs/surveys as agreedCommunication with users – keeping them informed of incident progress, notifying them of impendingchanges or agreed outages etc.Updating the CMS under the direction and approval of service asset and configuration management ifso agreed


QUESTION 108Which 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 processes

C. Improve the cost effectiveness of IT services without sacrificing customer satisfactionD. Conduct activities to deliver and manage services at agreed levels to business users


Explanation/Reference:Objectives

Review, analyze, prioritize and make recommendations on improvement opportunities in each lifecyclestage: service strategy, service design, service transition, service operation and CSI itself.

Review and analyze service level achievement Identify and implement specific activities to improve ITservice quality and improve the efficiency and effectiveness of the enabling processes.Improve service delivery cost effectiveness, maintain customer satisfaction.Ensure applicable quality management methods are used to support continual improvement activities.Ensure that processes have clearly defined objectives and measurements that lead to actionableimprovements.Understand what to measure, why it is being measured and what the successful outcome should be.


QUESTION 109Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. DoB. PerformC. ImplementD. Measure


Explanation/Reference:W. Edwards Deming proposed the Deming Cycle for quality improvement which is very applicable in CSI.The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to preventrolling backwards. PDCA sets a clear pattern for CSI efforts:

Plan – establish goals for improvement.Do – develop and implement a project to close the gap.Check – compare the implemented environment to the measures of success established in the Planphase.Act – determine if further work is required to close remaining gaps, allocation of resources necessary tosupport another round of improvement.


QUESTION 110What 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 service


Explanation/Reference:Three Types of Metrics to Collect to Support CSI Activies

1. Technology metrics – often associated with component and application-based metrics 2. Process metrics – captured in the form of CSFs, KPIs and activity metrics for the service management

processes. These metrics can help determine the overall health of a process. Four key questions thatKPIs can help answer are around quality, performance, value and compliance of following the process.CSI would use these metrics as input in identifying improvement opportunities for each process.

3. Service metrics – these metrics are the results of the end-to-end service. Component metrics are usedto compute the service metrics.


QUESTION 111Which of the following are classed as stakeholders in service management?1. Customers2. Users3. Suppliers





QUESTION 112From 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. Administrator


Explanation/Reference:Customer: Someone who buys goods or services. The customer of an IT service provider is the person orgroup who defines and agrees the service level targets. The term is also sometimes used informally tomean user – for example, ‘This isa customer-focused organization.’


QUESTION 113Which process is responsible for sourcing and delivering components of requested standard services?

A. Request fulfilmentB. Service portfolio management

C. Service deskD. IT finance


Explanation/Reference:Request fulfilment: The process responsible for managing the lifecycle of all service requests.


QUESTION 114Which 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 customers


Explanation/Reference:Service management: A set of specialized organizational capabilities for providing value to customers inthe form of services.


QUESTION 115Which of the following CANNOT be provided by a tool?

A. KnowledgeB. InformationC. WisdomD. Data


Explanation/Reference:It is well understood that no computer-based technology can provide wisdom. It requires people to provideevaluated understanding, to answer and appreciate the ‘Why?’ questions.


QUESTION 116Which 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 services


Explanation/Reference:Service level agreement (SLA): An agreement between an IT service provider and a customer. A servicelevel agreement describes the IT service, documents service level targets, and specifies theresponsibilities of the IT service provider and the customer. A single agreement may cover multiple ITservices or multiple customers.


QUESTION 117Which 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 application


Explanation/Reference:Application management function – ROLE

Custodian of technical knowledge and expertise related to managing applications; ensures that theknowledge required to design, test, manage and improve IT services is identified, developed andrefined.Provides the actual resources to support the service lifecycle; ensures that resources are effectivelytrained and deployed to design, build, transition, operate and improve the technology required to deliverand support IT services.


QUESTION 118What is a RACI model used for?

A. Performance analysisB. Recording configuration itemsC. Monitoring servicesD. Defining roles and responsibilities


Explanation/Reference:RACI models help define roles and responsibilities in processes and activities and identify who will take oneach role.


QUESTION 119The 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 change

Correct Answer: A


Explanation/Reference:No change should be approved without explicitly addressing what to do if it fails.


QUESTION 120Which 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 benefit


Explanation/Reference:The main value of the design coordination process to the business is the production of a set of consistentquality solution designs and SDPs that will provide the desired business outcomes.

Through the work of design coordination organizations can:

Achieve the intended business value of services through design at acceptable risk and cost levels....


QUESTION 121What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service catalogue managementB. Service portfolio managementC. Service deskD. Business relationship management


Explanation/Reference:The business relationship management function’s primary role is to act as a translator for the business, totranslate the value of a proposed or current service or change or problem resolution or opportunity found ina technology trend for the customer.


QUESTION 122Which 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 management

system (CMS)D. To deliver and manage IT services at agreed levels to business users

Correct Answer: D


Explanation/Reference:Change Management Process – Objectives

Respond to the customer’s changing business requirements while maximizing value and reducingincidents, disruption and re-work.Respond to the business and IT requests for change that will align the services with the businessneeds.Ensure changes are recorded and evaluated, and authorized changes are prioritized, planned, tested,implemented, documented and reviewed in a controlled manner.Ensure that all changes to configuration items are recorded in the configuration management system.Optimize overall business risk – it is often correct to minimize business risk, but sometimes appropriateto knowingly accept a risk because of the potential benefit.


QUESTION 123What 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 customers


Explanation/Reference:Customer: Someone who buys goods or services. The customer of an IT service provider is the person orgroup who defines and agrees the service level targets.Internal customer: A customer who works for the same business as the IT service provider.External customer: A customer who works for a different business from the IT service provider.


QUESTION 124Access management is closely related to which other process?

A. Capacity management onlyB. 3rd line supportC. Information security managementD. Change management


Explanation/Reference:Access Management Process – Purpose

Provide the right for users to be able to use a service or group of services.The execution of policies and actions defined in information security management.


QUESTION 125In 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 operation


Explanation/Reference:Service design processes:

Design coordination.Service catalogue management.Service level management.Availability management.Capacity management.IT service continuity management (ITSCM).Information security management.Supplier management.


QUESTION 126Which 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 service


Explanation/Reference:Incident categorization

Allocate a categorization code so the exact incident type is recordedUsed later to analyze incident types/frequencies for trends for use in problem, supplier management,etc.Incident categorization may change throughout the lifecycle of an incident. For example, upondiscovery and logging of the incident, initial categories may reflect symptoms (e.g. ‘service unavailable’or ‘performance slow’). Upon later analysis, categories may reflect the actual CIs at fault such as‘server’ or ‘disk drive’.


QUESTION 127A 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 service

Correct Answer: ASection: (none)

Explanation

Explanation/Reference:As soon as the diagnosis is complete, and particularly where a workaround has been found (even though itmay not yet be a permanent resolution), a known error record must be raised and placed in the KEDB sothat if further incidents or problems arise, they can be identified and the service restored more quickly. Insome cases it may be advantageous to raise a known error record even earlier in the overall process, eventhough the diagnosis may not be complete or a workaround found.


QUESTION 128Which 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 business environment3. Support the creation of a portfolio of quantified services



Explanation/Reference:Service Strategy’s Value to the business

Selecting and adopting the best practice as recommended in the service strategy publication will assistorganizations in delivering significant benefits. Adopting and implementing standard and consistentapproaches for service strategy will:

Support the ability to link activities performed by the service provider to outcomes that are critical tointernal or external customers.Enable the service provider to have a clear understanding of what types and levels of servicewill make its customers successful and then organize itself optimally to deliver and supportthose services.Enable the service provider to respond quickly and effectively to changes in the businessenvironment, ensuring increased competitive advantage over time.Support the creation and maintenance of a portfolio of quantified services that will enable thebusiness to achieve positive return on its investment in services.Facilitate functional and transparent communication between the customer and the service provider, sothat both have a consistent understanding of what is required and how it will be delivered.Provide the means for the service provider to organize itself so that it can provide services in anefficient and effective manner.


QUESTION 129Which 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 future

A. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the above


Explanation/Reference:Major problem review

After every major problem, conduct a lessons learned review examining:Things done right and wrongWhat to do better in the futureHow to prevent recurrenceWhether there is any third-party responsibility and if follow-up actions are needed


QUESTION 130Which 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


Explanation/Reference:Service asset and configuration management (SACM): The process responsible for ensuring that theassets required to deliver services are properly controlled, and that accurate and reliable information aboutthose assets is available when and where it is needed. This information includes details of how the assetshave been configured and the relationships between assets.management system.


QUESTION 131Which of the following are sources of best practice?1. Academic research2. Internal experience3. Industry practices



Explanation/Reference:Service management is more than just a set of capabilities. It is also a professional practice supportedby an extensive body of knowledge, experience and skills. A global community of individuals andorganizations in the public and private sectors fosters its growth and maturity. Formal schemes exist for theeducation, training and certification of practicing organizations, and individuals influence its quality. Industry best practices, academic research and formal standards contribute to and draw from itsintellectual capital.
