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Defining the processes needed to operate a new service is part of:


A) Service Design: Design the processes
B) Service Strategy: Develop the offerings
C) Service Transition: Plan and prepare for deployment
D) Service Operation: IT Operations Management

E) None of the above
F) A) and B)

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


A) The service level management
B) The IT service continuity management
C) The service catalogue management
D) The supplier management

E) A) and B)
F) A) and C)

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Which of the following are valid parts of the service portfolio? 1) Service pipeline 2) Service knowledge management system (SKMS) 3) Service catalogue


A) 1 and 2 only
B) 3 only
C) 1 and 3 only
D) All of the above

E) C) and D)
F) B) and D)

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Which one of the following do major incidents require?


A) Separate procedures
B) Less urgency
C) Longer timescales
D) Less documentation

E) A) and B)
F) B) and D)

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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

E) A) and B)
F) All of the above

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In terms of adding value to the business, which one of the following describes service operation s contribution?


A) The cost of the service is designed, predicted and validated
B) Measures for optimization are identified
C) Service value is modeled
D) Service value is visible to customers

E) None of the above
F) A) and D)

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Which of the following statements describes the objectives of service asset and configuration management? 1) To identify, control, report and verify service assets and configuration items (CIs) 2) To account for, manage and protect the integrity of service assets and configuration items 3) To establish and maintain an accurate and complete configuration management system 4) To document all security controls together with their operation and maintenance


A) 1 and 2 only
B) 1, 2, and 3 only
C) 1, 3 and 4 only
D) All of the above

E) A) and D)
F) A) and B)

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Which of the following is the CORRECT definition of a Release Unit?


A) A measurement of cost
B) A function described within Service Transition
C) The team of people responsible for implementing a release
D) The portion of a service or IT infrastructure that is normally released together

E) B) and C)
F) A) and D)

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


A) Demand management
B) Incident management
C) Release and deployment management
D) Request fulfillment

E) A) and B)
F) A) and C)

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Which of the following areas would not be supported by a Service Design tool?


A) Software design
B) Process design
C) Environment design
D) Strategy design

E) A) and B)
F) All of the above

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Hierarchic escalation is BEST described as?


A) Notifying more senior levels of management about an incident
B) Passing an incident to people with a greater level of technical skill
C) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D) Failing to meet the incident resolution times specified in a service level agreement

E) B) and C)
F) A) and B)

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


A) Personnel, electronic, network, emergency, identity
B) Rights, access, identity, directory services, service/service components
C) Physical, personnel, network, emergency, service
D) Normal, temporary, emergency, personal, group

E) A) and B)
F) None of the above

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Which of the following is NOT a responsibility of service transition?


A) To ensure that a service can be managed, operated and supported within constraints specified by design
B) To design and develop capabilities for service management
C) To provide quality knowledge of change and release and deployment management
D) To plan the resource requirements to manage a release

E) A) and B)
F) All of the above

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"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?


A) Service Operation
B) Service Strategy
C) Service Transition
D) Continual Service Improvement

E) B) and C)
F) A) and C)

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When should tests for a new service be designed?


A) At the same time as the service is designed
B) After the service has been designed, before the service is handed over to Service Transition
C) As part of Service Transition
D) Before the service is designed

E) None of the above
F) A) and B)

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Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?


A) The IT director
B) The process owner
C) The service owner
D) The customer

E) A) and B)
F) A) and C)

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Which of the following activities are helped by recording relationships between Configuration Items (CIs) ? 1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes 3) Planning and designing a Change to an existing service 4) Planning a technology refresh or software upgrade


A) 1 and 2 only
B) All of the above
C) 1, 2 and 4 only
D) 1, 3 and 4 only

E) C) and D)
F) A) and D)

Correct Answer

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A single Release unit, or a structured set of Release units can be defined within:


A) The RACI Model
B) A Release Package
C) A Request Model
D) The Plan, Do, Check, Act (PDCA) cycle

E) B) and C)
F) A) and B)

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


A) IT services and components
B) IT services and business processes
C) Components and business processes
D) IT services, components and business processes

E) B) and C)
F) None of the above

Correct Answer

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As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1) An internal service provider embedded within a business unit 2) An internal service provider that provides shared IT services 3) An external service provider


A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only

E) B) and C)
F) A) and B)

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