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Question 1:
The design of IT services requires the effective and efficient use of “the four PS”. What are these four PS?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Correct Answer: C
Question 2:
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control
Correct Answer: A
Question 3:
Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Correct Answer: D
Question 4:
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
Correct Answer: C
Question 5:
How are groups, teams, departments and divisions classified?
A. Processes
B. Functions
C. Roles
D. Technicians
Correct Answer: B
Question 6:
What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization\’s performance continually meets stakeholders\’ expectations
Correct Answer: A
Question 7:
Which role approves the cost of services?
A. User
B. Change authority
C. Sponsor
D. Customer
Correct Answer: C
Question 8:
What does the continual service improvement (CSI) approach enable a business to achieve?
A. It keeps the communication going within the business
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers
Correct Answer: B
References: https://www.cherwell.com/blog/7-steps-to-continual-service-improvement-csi-success
Question 9:
Which of the following would be examined by a major problem review?
1.
Things that were done correctly
2.
Things that were done incorrectly
3.
How to prevent recurrence
4.
What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Correct Answer: D
Question 10:
Which 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 serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Correct Answer: D
Question 11:
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
Correct Answer: D
Question 12:
Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Correct Answer: C
Question 13:
IT Service Continuity strategy should be based on:
(1)
Design of the service technology
(2)
Business continuity strategy
(3)
Business Impact Analysis
(4)
Risk assessment
A.
1, 2 and 4 only
B.
1, 2 and 3 only
C.
2, 3 and 4 only
D.
1, 3 and 4 only
Correct Answer: C
Question 14:
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
A. Local
B. Centralized
C. Outsourced
D. Virtual
Correct Answer: C
Question 15:
How should entries in the CSI register be categorized?
A. Based on priority, urgency and impact to the business and to all its stakeholders
B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
C. Based on IT service name, cost to the business and expected outcomes to the customer
D. Based on best improvement opportunities in the organization to achieve a competitive advantage
Correct Answer: B