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1. Main objective of Availability Management is?


a) To monitor and report availability of services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability matches or exceeds the agreed needs of the business


Answer : d


2. Operations Control refers to?


a) anagers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) Tools used to monitor and display the status of the IT Infrastructure and Applications
d) Situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available


Answer : b


3. Which off the following is a characteristic of every process?


1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
6) 1, 2, 4 and 5 only
7) 1, 3, 4 and 5 only
8) All of the above

Answer : 7


4. Which of the following is NOT an example of Request?


a) User calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to change the functionality of an application
c) Manager submits a request for a new employee to be given access to an application
d) User logs onto an internal website to download a licensed copy of software from a list of approved options



Answer : b



5. A Service Level Package is best described as?


a) A definite level of utility and warranty associated with a core service package
b) Description of customer requirements used to negotiate a Service Level Agreement
c) Description of the value that the customer wants and for which they are willing to pay
d) Document showing the Service Levels achieved during an agreed reporting period


Answer : a

6. Incident Management has a value to the business by ?


a) Helping to control infrastructure cost of adding new technology
b) Enabling users to resolve Problem
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of impact


Answer : d


7. A Service owner is responsible for which of the following ?


a) Recommending improvements
b) Designing and documenting a Service
c) Carrying out the Service Operations activities needed to support a Service
d) Producing scorecard showing the overall status of all Services


Answer : a


8. The four stages of the Deming Cycle are?


a) Plan, Measure, Monitor, Report
b) Plan, Check, Re-Act, Implement
c) Plan, Do, Act, Audit,Re-Act
d) Plan, Do, Check, Act

Answer : d



9. What is the CORRECT order of the first four activities in the 7 Step Improvement Process ?



a) Define what you should measure, define what you can measure, gather data and process data
b) Gather data, process data, analyze data and present data
c) What is the vision, where are we now, what do we want to be, how do we get there?
d) Gather data, process data, define what you should measure and define what you can measure


Answer : a


10. Which of the following statements is CORRECT for all processes ?


a) They define activities, roles, responsibilities, functions and metrics
b) They create value for all stakeholders
c) They are carried out by a Service Provider in support of a Customer
d) They are units of organizations responsible for specific outcomes



Answer : b

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1. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered from the following?


a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology


Answer : b


2. Setting policies and objectives are the primary concern of which of the following elements of the Service Lifecycle?


a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement


Answer : a


3. Which of the following BEST in describes the purpose of Event Management?



a) The ability to detect events, make sense of them and determine the appropriate control action
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services by checking the uptime of infrastructure devices


Answer : a


4. Consider the following statements:


1. CSI provides guidance on how to improve process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases of the service life cycle
4. CSI provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
a. 1 and 2 only
b. 2 only
c. 1, 2 and 3 only
d. All of the above



Answer : d


5. Which of the following statements are CORRECT about Functions ?


1. They provide structure and stability to organizations
2. They are self-contained units with their own capabilities and resources
3. They rely on processes for cross-functional coordination and control
4. They are costlier to implement compared to processes
5) 1, 2 and 3 only
6) All of the above
7) None of the above


Answer : 5



6. If an organization is able to become more proactive in its ITSM processes , what is likely to happen to support the costs?


a) They are likely to increase gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are likely to reduce initially and then gradually return to current level


Answer : c



7. Which of the following statements about Supplier Management is INCORRECT ?


a) Supplier Management negotiates internal and external agreements to support the delivery of services
b) Supplier Management ensures that suppliers meet business expectations
c) Supplier Management maintains information in a Supplier and Contracts Databases
d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement

Answer : a



8. Which of the following BEST describes a Local Service Desk structure ?


a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak one language
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location


Answer : c



9. What is the role of Emergency Change Advisory Board (ECAB)?


a) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods
b) To assist the Change Manager in implementing emergency changes
c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
d) To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.


Answer : c


10. Which of the following is a good uses of a baseline?


a) The desired end state of a project
b) A marker or starting point for later comparison
c) The current desktop models in use
d) The type of testing to be done for a release


Answer : b




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1. goal of Service Asset and Configuration Management is to?


a) Account for all financial assets of the organization
b) Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services
c) Build service models to justify the ITIL implementations
d) Implement ITIL across the organization

Answer : b

2. Which is the missing Service Operation processes from the following?

1. Incident Management
2. Problem Management
3. Access Management
a) Event management and Request Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management

Answer : a

3. Which of the following one identifies two Service Portfolio components within the Service Lifecycle?

a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Management System

Answer : a

4. Which of the following areas would technology help to support during the Service Design phase of the Life cycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only

Answer : c

5. Business drivers and requirements for a new service should be considered during?

a) Review the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers

Answer : b

6. The BEST definition of an event is?

a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
b) An occurrence that is significant for the management of the IT infrastructure or delivery of services
c) known system defect that generates multiple incident reports
d) Planned meeting of customers and IT staff to announce a new service or improvement program

Answer : b

7. What does the Service V model represent?

a) Strategy for the successful completion of all Service Management projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of resources
c) Levels of Configuration and testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of services

Answer : b

8. Technical Management is NOT responsible for?

a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from, technical failures

Answer : c

9. The following options are considered within which process?

1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual
4) Release and Deployment Management
5) Service Asset and Configuration Management
6) Service Catalogue Management

Answer : 4

10. Which of the following activities is Service Level Management responsible ?

a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about service

Answer : c

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1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?


a) What vision?
b) Did we get there?
c) Is there budget?
d) Where are we now?
Answer : c
2. What is the RACI model used for?


a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of incident
d) Creating a balanced scorecard showing the overall status of Service Management
Answer : a

3. What is the main reason for establishing a baseline?


a) To standardize operation
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison
Answer : d

4. Which of the following is NOT an objective of Service Operation?


a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes
Answer : a

5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?


a) They are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) They by the delivery schedule generated by capacity management
Answer : a


6. Which of the following is NOT one of the ITIL core publication?


a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
Answer : a


7. Which of the following statements is CORRECT?


1. Only one person can be responsible for an activity
2. Only one person can be accountable for an activity
a) All of the above
b) 1 aloneonly
c) 2 only
d) None of the above
Answer : c

8. Which is the correct sequence of events in the selection of a technology tool?


a) Select Product, Requirements, Selection Criteria, Evaluate Product
b) Selection Criteria, Requirement, Evaluate Product, Select Product
c) Requirements, Selection Criteria, Select Product, Evaluate Product
d) Requirements, Selection Criteria, Evaluate Product, Select Product
Answer : d


9. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?


1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4


Answer : c

10. The priority of an Incident refers to?


a) The relative importance of the Incident based on impact and urgency
b) with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is resolved in time
d) The escalation path that will be followed to ensure resolution of the incident



Answer : a

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1. Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only

Answer: B

2. Which of the following is NOT the responsibility of the Service Catalogue Manager?

A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue

Answer: B

3. Which of the following statements is CORRECT?

A. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
B. The Service Knowledge Management System (SKMS) is part of the CMS
C. The KEDB and the CMS form part of the larger SKMS
D. The CMS is part of the Configuration Management Data Base (CMDB)

Answer: C

4. Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. Responds to specific events
D. A method of structuring an organization

Answer: D

5. What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities

Answer: D

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1. Which of the following is NOT an objective of Service Operation?

a) Through testing, to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes

Answer : a


2. Which of the following is NOT one of the ITIL core publications?

a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy

Answer : a

3. The priority of an Incident refers to?

a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is resolved in time
d) The escalation path that will be followed to ensure resolution of the incident

Answer : a


4. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Management System

Answer : a

5. Which of the following activities is Service Level Management responsible for?


a) Design the configuration management system from a business perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalog
d) Train service desk on how to deal with customer complaints about service

Answer : c

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