A customer-based Service Level Agreement structure includes:
An SLA with each individual Customer group, covering all of the services they use
SLAs for each service that are Customer-focused and written in business language
An SLA covering all Customer groups and all the services they use
An SLA for each service type, covering all those Customer groups that use that service
Which process is responsible for managing relationships with vendors?
Supplier management
Continual service improvement
Change management
Service portfolio management
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Stakeholders
Accreditors
Employers
Regulators Incorrect
Which of the following is NOT an objective of service transition?
To ensure that a service can be operated, managed and supported
To plan and manage the capacity and resource requirements to manage a release
To provide quality knowledge and information about services and service assets
To provide training and certification in project management
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Service Level Management
Continual Service Improvement
Change Management
Supplier Management
Which of the following is not an element of Availability Management?
Reliability
Security
Maintainability
Verification
Within service design, what is the key output handed over to service transition?
Measurement, methods and metrics
Service design package
Process definitions
Service portfolio design
What should a service always deliver to customers?
Resources
Value
Infrastructure
Applications
Which process is responsible for the availability, confidentiality and integrity of data?
Service catalogue management
Information security management
Service asset and configuration management
Availability management is directly responsible for the availability of which of the following?
IT services and components
IT services and business processes
IT services, components and business processes
Components and business processes
Which is the correct definition of a customer facing service?
One which is not covered by a service level agreement
A service that cannot be allowed to fail
A service not directly used by the business
One which directly supports the business processes of customers
Which one of the following is the BEST definition of the term service management?
A set of specialized organizational capabilities for providing value to customers in the form of services
The management of functions within an organization to perform certain activities
Units of organizations with roles to perform certain activities
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
Which one of the following is an objective of service catalogue management?
Only ensuring that adequate technical resources are available
Negotiating and agreeing operational level agreements
Ensuring that the service catalogue is made available to those approved to access it
Negotiating and agreeing service level agreements
Service 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"?
Potential
Profit
Products
Preparation
Which of the following is NOT one of the five individual aspects of service design?
The design of the service portfolio, including the service catalogue
The design of new or changed services
The design of the technology architectures
The design of market spaces
Which one of the following is concerned with policy and direction?
Service level management
Governance
Capacity management
Service design
Which of the following is the best definition of IT service management?
Technical implementation of supporting IT infrastructure components
An internal service provider that is embedded within a business unit
A complete set of all the documentation required to deliver world class services to customers
The implementation and management of quality IT services that meet business needs
What are underpinning contracts used to document?
The provision of goods and services by third party suppliers
Service levels that have been agreed between the internal service provider and their customer
The provision of IT services or business services by a service provider
Metrics and critical success factors (CSFs) for internal support teams
In which document would you expect to see an overview of actual service achievements against targets?
SLA monitoring chart (SLAM)
Service level agreement (SLA)
Capacity plan
Operational level agreement (OLA)
The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:
Service Outage Analysis
Component Failure Impact Analysis
Business Impact Analysis
Root Cause Analysis
Which process would ensure that utility and warranty requirements are properly addressed in service
designs?
Design Coordination
Availability Management
Capacity Management
Release Management
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Service Desk
External
Shared service unit
Internal
Serviceability is an element of Availability Management. How is it best defined?
The percentage of the agreed service hours for which the service is available
The prevention of failure, and the ability to keep services and components operable
The ability to restore services or components back to normal operation
The support which external suppliers can be contracted to provide for parts of the IT infrastructure
Which one of the following is it the responsibility of supplier management to negotiate and agree?
Operational level agreements (OLAs)
The service portfolio
Service level agreements (SLAs)
Third-party contracts
Which one of the following is the BEST definition of reliability?
The level of risk that affects a service or process
How quickly a service or component can be restored to normal working order
The availability of a service or component
How long a service or configuration item (CI) can perform its function without failing
For which of these activities is the Change Manager responsible?
Devising the backout plan for a significant Change
Ensuring a Release has reached the target CIs
Chairing the CAB
Establishing the root cause of a Capacity Incident which has led to an RFC being raised
What is the name of the group that should review changes that must be implemented faster than the
normal change process?
Emergency change advisory board
Technical management
Urgent change authority
Urgent change board
What body exists to support the authorization of changes and to assist change management in the
assessment and prioritization of changes?
The change manager
The change advisory board
The change authorization board
The change implementer
To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?
Change Manager
Service Level Manager
Financial Manager
Capacity Manager
Which of the following statements BEST describes the aims of release and deployment management?
To build, test and deliver the capability to provide the services specified by service design
To record and manage deviations, risks and issues related to the new or changed service
To ensure that each release package specified by service design consists of a set of related assets and service components
To ensure that all changes can be tracked, tested and verified if appropriate
Where would you expect incident resolution targets to be documented?
A service description
A service level agreement (SLA)
A request for change (RFC)
Which process is responsible for ensuring that appropriate testing takes place?
Release and deployment management
Knowledge management
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A change advisory board
A change model
A change request
A change
Which one of the following does service metrics measure?
Maturity and cost
Infrastructure availability
Functions
The end-to-end service
Which process is responsible for low risk, frequently occurring, low cost changes?
Incident Management
Request Fulfilment
Release and Deployment Management
Demand Management
Which one of the following are the two primary elements that create value for customers?
Value on investment (VOI) and return on investment (ROI)
Customer and user satisfaction
Service requirements and warranty
Resources and capabilities
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Service Operation
Service Transition
Service Design
Which one of the following is NOT the responsibility of service catalogue management?
Ensuring that service level agreements are maintained
Ensuring that all operational services are recorded in the service catalogue
Ensuring that information in the service catalogue is accurate
Ensuring that information in the service catalogue is consistent with information in the service portfolio
Which one of the following is an objective of release and deployment management?
To standardize methods and procedures used for efficient and prompt handling of all changes
To ensure that the overall business risk of change is optimized
To define and agree release and deployment plans with customers and stakeholders
To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
What is the BEST description of an operational level agreement (OLA)?
A document that describes business services to operational staff
An agreement between the service provider and an external organization
A document that describes to a customer how service will be operated on a day-to-day basis.
An agreement between the service provider and another part of the same organization
Which of the following best describes the goal of Service Level Management?
To ensure that IT delivers the same standard of service at the least cost.
To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.
To maintain and improve IT service quality in line with business requirements.
To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.
Which one of the following generates demand for services?
Infrastructure trends
Patterns of business activity (PBA)
Service level agreements (SLA)
Cost of providing support
The multi-level SLA is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Service level
Corporate level
Configuration level
Customer level
Which processes are responsible for the regular review of underpinning contracts?
Supplier management and service level management
Availability management and service level management
Supplier management and change management
Supplier management and availability management
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
An agreement that covers one service for a single customer
An agreement with an individual customer group, covering all the services that they use
An agreement that covers service specific issues in a multi-level SLA structure
An agreement that covers one service for all customers of that service
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Financial Management
Risk Management
Which of these best describes the purpose of Capacity Management?
To provide cost-effective IT capacity to meet agreed service levels
To ensure that business demands are affordable and achievable
To ensure that there is always sufficient capacity available to meet all customer demands.
To reduce costs and performance levels to a minimum
Which of the following identifies the purpose of design coordination?
Ensuring all service designs have availability designed into them
Designing of all the links between every service design process and all other processes in the service lifecycle
Control of all supplier relationships from design right through to the production environment
Provide a single point of control for all activities and processes within the service design stage of the lifecycle
Which role is accountable for the operational management of a process?
Change manager
Process practitioner
Service manager
Process manager
Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?
The number of Problems raised
The number of Known Errors identified
The number of Problems correctly categorised
The number of RFCs raised
The BEST description of an incident is:
An unplanned disruption of service unless there is a backup to that service
An unplanned interruption to service or a reduction in the quality of service
Any disruption to service whether planned or unplanned
Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Which process will regularly analyse incident data to identify discernible trends?
Problem management
Event Management
Which of the following is NOT a valid objective of problem management?
To prevent problems and their resultant Incidents
To restore service to a user
To manage problems throughout their lifecycle
To eliminate recurring incidents
Which of the following BEST describes a problem?
An issue reported by a user
The cause of one or more incidents
A serious incident which has a critical impact to the business
The cause of two or more incidents
Which one of the following statements about incident reporting and logging is CORRECT?
Incidents can only be reported by users
Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
All calls to the service desk must be logged as incidents
Incidents reported by technical staff must also be logged as problems
Which one of the following is NOT a valid purpose or objective of problem management?
To prevent problems and resultant incidents
Which of the following is the BEST reason for categorizing incidents?
To ensure service levels are met and breaches of agreements are avoided
To establish trends for use in problem management and other IT service management (ITSM) activities
To enable the incident management database to be partitioned for greater efficiency
To identify whether the user is entitled to log an incident for this particular service
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
No: the Known Error should be created before the problem is logged
Yes: for information purposes, a known error record can be created at any time it is prudent to do so
No: a known error record is created when the original incident is raised
No: a known error record should be created with the next release of the service
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
To decide how IT will engage with suppliers during the service lifecycle
To deliver and manage IT services at agreed levels to business users and customers
To proactively prevent all outages to IT services
To design and build processes that will meet business needs
Which one of the following is the BEST definition of an event?
An unplanned interruption to an IT service or a reduction in the quality of an IT service
Any change of state that has significance for the management of a configuration item (CI) or IT service
The unknown cause of one or more incidents that have an impact on an IT service
Reducing or eliminating the cause of an incident or problem
Which one of the following is the BEST description of a major incident?
An incident which is so complex that it requires root cause analysis before a workaround can be found
An incident which has a high priority or a high impact on the business
An incident which requires a large number of people to resolve
An incident logged by a senior manager
Which one of the following would NOT involve event management?
Intrusion detection
Recording service desk staff absence
Recording and monitoring environmental conditions in the data centre
Monitoring the status of configuration items.
Which of the following is NOT an objective of request fulfilment?
To provide information to users about what services are available and how to request them
To update the Service Catalogue with services that may be requested through the Service Desk
To provide a channel for users to request and receive standard services
To source and deliver the components of standard services that have been requested
A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An emergency change to an IT service 4. An IT service retirement
2, 3 and 4 only
1, 2 and 4 only
None of the above
All of the above
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Problem Management
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A capacity database
A known error database
A definitive media library
A request for change
What type of record should you raise when a problem diagnosis is complete and a workaround is
available?
A service object
A known error
An incident
A Change
Which two elements of financial management for IT services are mandatory?
Budgeting and charging
Budgeting and accounting
Costing and charging
Accounting and charging
Which of the following options is a hierarchy that is used in knowledge management?
Wisdom - Information - Data - Knowledge
Data - Information - Knowledge - Wisdom
Knowledge - Wisdom - Information - Data
Information - Data - Knowledge - Wisdom
A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?
Network Management
The Service Desk
Which two processes will contribute MOST to enabling effective problem detection?
Incident and financial management
Incident and event management
Change and release and deployment management
Knowledge and service level management
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Change Policy
Change Proposal
Risk Register
Service Request
Why is it important for service providers to understand patterns of business activity (PBA)?
PBAs are based on organizational roles and responsibilities
Demand for the services delivered by service providers are directly influenced by PBA
IT service providers CANNOT schedule changes until they understand
Understanding PBA is the only way to enable accurate service level reporting
