22 December, 2023

A Review Of Certified ITILF Exam Engine

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Total 424 questions Full Exam Access

Question 1

Which of the following activities are responsibilities of a Supplier Manager?
1) Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

None of the above

Question 2

Which of the following activities is NOT a part of the Derning Cycle?

Act

Plan

Co-ordinate

Question 3

Which of the following is NOT an objective of Continual Service Improvement?

Review and analyze Service Level Achievement results

Identify activities to improve the efficiency of service management processes

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

Conduct activities to deliver and manage services at agreed levels to business users

Question 4

Which of the following activities are performed by a desk?
1: Logging details of incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Implementing all standard changes

All of the above

1, 2 and 3 only

2 and 4 only

3 and 4 only

Question 5

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

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

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

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

Question 6

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Business services

Component services

Supporting services

Customer services

Question 7

What are underpinning contracts used to document?

The provision of IT services or business services by a service provider

The provision of goods and services by third party suppliers

Service levels that have been agreed between the internal service provider and their customer

Metrics and critical success factors (CSFs) for internal support teams

Question 8

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 all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

To ensure that the overall business risk of change is optimized

To define and agree release and deployment plans with customers and stakeholders

Question 9

Which of the following CANNOT be stored and managed by a tool?

Data

Wisdom

Information

Knowledge

Question 10

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

The Service Desk Manager

The Service Manager

The Request Fulfillment Process Manager

The Request Fulfillment Process Owner

Question 11

Which of the following is NOT defined as part of every process?

Roles

Inputs and outputs

Functions

Metrics

Question 12

Which one of the following statements is CORRECT?

The configuration management system is part of the known error database

The service knowledge management system is part of the configuration management system

The configuration management system is part of the service knowledge management system

The configuration management system is part of the configuration management database

Question 13

Which Function would provide staff to monitor events in a Network Operations Centre?

IT Operations Management

Applications Management

Service Desk

Technical Management

Question 14

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Service level agreements (SLAs)

Third-party contracts

The service portfolio

Operational level agreements (OLAs)

Question 15

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

Designing and maintaining all necessary service transition packages

Producing quality, secure and resilient designs for new or improved services

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

Measuring the effectiveness and efficiency of service design and the supporting processes

Question 16

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 requires a large number of people to resolve

An incident logged by a senior manager

An incident which has a high priority or a high impact on the business

Question 17

Which process will regularly analyze incident data to identify discernable trends?

Service Level Management

Problem Management

Change Management

Event Management

Question 18

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Service Portfolio Management

Service Level Management

Component Capacity Management

Demand Management

Question 19

Which of the following statements about communication within Service Operation are CORRECT?
1: All communication must have an intended purpose or resultant action
2: Communication should not take place without a clear audience

1 only

2 only

Both of the above

None of the above

Question 20

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

Technical management

IT operations management

Request fulfillment

Applications management

Question 21

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1: Details of failed changes
2: Updates to the change schedule
3: Reviews of completed changes

All of the above

1 and 2only

2 and 3 only

1 and 3 only

Question 22

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

1 only

2 only

Both of the above

Neither of the above

Question 23

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

Outcome

Incident

Change

Problem

Question 24

Which of the following is the best definition of IT service management?

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

Technical implementation of supporting IT infrastructure components

The implementation and management of quality IT services that meet business needs

Question 25

What is the act of transforming resources and capabilities into valuable service better known as?

Service management

Incident management

Resource management

Service support

Question 26

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A capacity database

A definitive media library

A request for change

A known error database

Question 27

Which of the following are sources of best practice?
1: Academic research
2: Internal experience
3: Industry practices

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Question 28

Which of the following service desk organizational structures are described in service operation?
1: Local service desk
2: Virtual service desk
3: IT help desk
4: Follow the sun

1, 2 and 4 only

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only

Question 29

A plan for managing the end of a supplier contract should be created when?

The contract is being negotiated

The contract is about to be ended

The Supplier Manager decides that there is a risk the contract might need to end soon

The contract has been agreed

Question 30

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Customer level

Service level

Corporate level

Configuration level

Question 31

Which statement about Service Level Agreements (SLAs) is CORRECT?

They must contain legal wording because of their importance

There should always be a separate SLA for each specific customer

The wording must be clear and concise to allow no room for ambiguity

Changes to the SLA can only be requested by the customer

Question 32

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 market spaces

The design of the technology architectures

Question 33

Which of the following are reasons why ITIL is successful?
1: ITIL is vendor neutral
2: It does not prescribe actions
3: ITIL represents best practice

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Question 34

To add value to the business, what are the four reasons to monitor and measure?

Validate; Direct; Justify; Improve

Evaluate; Diagnose; Justify; Intervene

Validate; Direct; Justify; Intervene

Evaluate; Direct; Justify; Improve

Question 35

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

People, process, partners, performance

Performance, process, products, plans

People, process, products, partners

People, products, plans, partners

Question 36

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

Suppliers, manufacturers and vendors

Customers

Internal departments

The facilities management function

Question 37

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

The RACI Model

A Release Package

A Request Model

The Plan, Do, Check, Act (PDCA) cycle

Question 38

Match the following activities with the Deming Cycle stages
1: Monitor, Measure and Review
2: Continual Improvement
3: Implement Initiatives
4: Plan for Improvement

1 Plan, 2 Do, 3 Check, 4 Act

3 Plan, 2 Do, 4 Check, 1 Act

4 Plan, 3 Do, 1 Check, 2 Act

2 Plan, 3 Do, 4 Check, 1 Act

Question 39

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

PBA are based on organizational roles and responsibilities

IT service providers CANNOT schedule changes until they understand PBA

Demand for the services delivered by service providers are directly influenced by PBA

Understanding PBA is the only way to enable accurate service level reporting

Question 40

What do customer perceptions and business outcomes help to define?

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Question 41

Which of these is NOT a responsibility of Application Management?

Ensuring that the correct skills are available to manage the infrastructure

Providing guidance to IT Operations about how best to manage the application

Deciding whether to buy or build an application

Assisting in the design of the application

Question 42

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?

Yes: for information purposes, a known error record can be created at any time it is prudent to do so

No: the Known Error should be created before the problem is logged

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

Question 43

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Event management, incident management, problem management, request fulfilment, and access management

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfilment, and event management

Incident management, service desk, request fulfilment, access management, and event management

Question 44

Which role is accountable for the operational management of a process?

Process practitioner

Process manager

Service manager

Change manager

Question 45

Which of the following activities is NOT a part of the Deming Cycle?

Act

Plan

Coordinate

Question 46

What are the two major processes in Problem Management?

Technical and Service

Resource and Proactive

Reactive and Technical

Proactive and Reactive

Question 47

Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information
2) Contract description and scope
3) Responsibilities and dependencies

1 and 2 only

1 and 3 only

2 and 3 only

None of the above

Question 48

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

Service level management

Service catalogue management

Demand management

Service transition

Question 49

Which is the BEST definition of a Configuration Item (CI)?

An item of hardware or software registered in the asset database

A collection of information used to describe a hardware or software item

An asset, service component or other item that is, or will be, under the control of Configuration Management

Information recorded by the Service Desk when an Incident is reported

Question 50

Which of the following statements about processes is INCORRECT?

The output from a process has to conform to operational norms derived from business objectives

The objective of any IT process should be expressed in terms of business benefits and goals

A process may define policies, standards and guidelines

The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

Question 51

Which of the following activities is be performed by access management?

Providing physical security for staff data centers and other buildings

Managing access to computer rooms and other secure locations

Managing access to the service desk

Managing the rights to use a service or group of services

Question 52

Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

RACI model

Incident model

Continual service improvement (CSI) model

The Deming Cycle

Question 53

Which of the following are benefits to the business of implementing service transition?
1: Better reuse and sharing of assets across projects and resources
2: Reduced cost to design new services
3: Result in higher volume of successful changes

1 and 2 only

2 and 3 only

1 and 3 only

None of the above

Question 54

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

Incident management

Access management

Change management

Request fulfillment

Question 55

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

The change authorization board

The change advisory board

The change implementer

The change manager

Question 56

Which of the following are the MAIN objectives of incident management?
1: To automatically detect service-affecting events
2: To restore normal service operation as quickly as possible
3: To minimize adverse impacts on business operations

1 and 2 only

2 and 3 only

1 and 3 only

All of the above

Question 57

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 proactively prevent all outages to IT services

To design and build processes that will meet business needs

To deliver and manage IT services at agreed levels to business users and customers

Question 58

Customer perceptions and business outcomes help lo define what?

The value off a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Question 59

Which of the following might be used to manage an Incident?
1) Incident Model
2) Known Error Record

1 only

2 only

Both of the above

Neither of the above

Question 60

Which of the following CANNOT be stored and managed by a tool?

Data

Knowledge

Wisdom

Information

Question 61

Which 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 their customers successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Support the creation of a portfolio of quantified services

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Question 62

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Services and Infrastructure

Applications and Infrastructure

Resources and Capabilities

Utility and Warranty

Question 63

Consider the following list:
1: Change authority
2: Change manager
3: Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

Job descriptions

Functions

Teams

Roles, people or groups

Question 64

Which process would you MOST expect to be involved in the management of underpinning contracts?

Change management

Service catalogue management

Supplier management

Release and deployment management

Question 65

What is the primary focus of business capacity management?

Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

Review of all capacity supplier agreements and underpinning contracts with supplier management

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Question 66

In which of the following situations should a Problem Record be created?

An event indicates that a redundant network segment has failed but it has not impacted any users

An Incident is passed to second-level support

A Technical Management team identifies a permanent resolution to a number of recurring Incidents

Incident Management has found a workaround but needs some assistance in implementing it

Question 67

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Each stage should be carried out once in the order Plan-Do-Check-Act

There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

The entire cycle should be repeated multiple times to implement Continual Improvement

Question 68

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

It is possible that responsiveness may suffer and customers needs may not be met within business timescales

Question 69

Which one of the following is NOT an aim of the change management process?

To ensure the impact of changes are understood

To ensure that changes are recorded and evaluated

To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

To deliver and manage IT services at agreed levels to business users

Question 70

What is the objective of Access Management?

To provide security staff for Data Centers and other buildings

To manage access to computer rooms and other secure locations

To manage access to the Service Desk

To manage the right to use a service or group of services

Question 71

What is the primary focus of the business management?

Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

Review of all capacity supplier agreements and underpinning contracts with supplier management

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Question 72

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Continual service improvement

Change management

Service level management

Availability management

Question 73

Which of the following are classed as stakeholders in service management?
1: Customers
2: Users
3: Suppliers

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Question 74

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

Question 75

Which of the following are benefits to the business of implementing Service Transition?
1) Ability to adapt quickly to new requirements
2) Reduced cost to design new services
3) Improved success in implementing changes

1 and 2 only

2 and 3 only

1 and 3 only

None of the above

Question 76

Which one of the following is NOT the responsibility of service catalogue management?

Ensuring that information in the service catalogue is accurate

Ensuring that service level agreements are maintained

Ensuring that information in the service catalogue is consistent with information in the service portfolio

Ensuring that all operational services are recorded in the service catalogue

Question 77

Which of the following is concerned with fairness and transparency?

Capacity management

Governance

Service design

Service level management

Question 78

Which reason describes why ITIL is so successful?

The five ITIL volumes are concise

It is not tied to any particular vendor platform

It tells service providers exactly how to be successful

It is designed to be used to manage projects

Question 79

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Only changes that introduce new services

It is mandatory that all changes are subject to design coordination activity

Only changes to business critical systems

Any change that the organization believes could benefit

Question 80

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

Reduced total cost of ownership

Improved quality of service

Improved Service alignment with business goals

Better balance of technical skills to support live services

Question 81

Which of the following is an objective of service transition?

To negotiate service levels for new services

To plan and manage the resource requirements for releases

To provide quality knowledge of incident and problem management

To plan and manage entries in the service catalogu

Question 82

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

Excessive focus on quality

Excessively reactive

Excessively proactive

Excessive focus on cost

Question 83

Which one of the following is the BEST description of a service level agreement (SLA)?

The part of a contract that specifies the responsibilities of each party

An agreement between the service provider and an internal organization

An agreement between a service provider and an external supplier

An agreement between the service provider and their customer

Question 84

What is most likely to cause a loss of faith in the Service Level Management process?

Measurements that match the customer's perception of the service

Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

Inclusion of items in the SLA that cannot be effectively measured

Involving customers in drafting Service Level Requirements

Question 85

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

Both of the above

1 only

Neither of the above

2 only

Question 86

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

Negotiating and agreeing service level agreement

Negotiating and agreeing operational level agreements

Ensuring that the service catalogue is made available to those approved to access it

Only ensuring that adequate technical resources are available

Question 87

Which of the following is an enabler of best practice?

Standards

Technology

Academic research

Internal experience

Question 88

What is a service delivered between two business units in the same organization known as?

Strategic service

Delivered service

Internal service

External service

Question 89

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

Configuration baseline

Project baseline

Change baseline

Asset baseline

Question 90

Order the following continual service improvement (CSI) implementation steps into the
correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
1) Allocate roles and responsibilities to work on CSI initiatives.
2) Measure and review that the CSI plan is executed and its objectives are being achieved.
3) Identify the scope, objectives and requirements for CSI.
4) Decision on implementation of further enhancement.

3-1-2-4

3-4-2-1

1-3-2-4

2-3-4-1

Question 91

Which of the following is the BEST description of a centralized service desk?

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

Question 92

Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements
2: Designing the service so it can meet the targets
3: Ensuring all needed contracts and agreements are in place

1 and 3 only

All of the above

2 and 3 only

1 and 2 only

Question 93

Which process would maintain policies, standards and models for service transition activities and processes?

Change management

Capacity management

Service transition planning and support

Release management

Question 94

Which one of the following is NOT a characteristic of a process?

It is measureable

It delivers specific results

It responds to specific events

It structure an organization

Question 95

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"?

Profit

Preparation

Products

Potential

Question 96

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

The IT director

The process owner

The service owner

The customer

Question 97

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

The Service Level Manager

The IT Service Continuity Manager

The Service Catalogue Manager

The Supplier Manager

Question 98

Which of the following is NOT an objective of request fulfillment?

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

Question 99

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Event management, incident management, problem management, request fulfillment, and access management

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfillment, and event management

Incident management, service desk, request fulfillment, access management, and event management

Question 100

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

Personnel, electronic, network, emergency, identity

Rights, access, identity, directory services, service/service components

Physical, personnel, network, emergency, service

Normal, temporary, emergency, personal, group

Question 101

Effective Service Transition can significantly improve a service provider's ability to handle
high volumes of what?

Service level requests

Changes and Releases

Password resets

Incidents and Problems

Question 102

What type of improvement should be achieved by using the Deming Cycle?

Rapid, one-off improvement

Return on investment within 12 months

Quick wins

Steady, ongoing improvement

Question 103

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

Service Operation

Service Strategy

Service Transition

Continual Service Improvement

Question 104

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?

Extreme focus on cost

Extreme focus on responsiveness

Vendor focused

Extreme internal focus

Question 105

What is the Service Pipeline?

All services that are at a conceptual or development stage

All services except those that have been retired

All services that are contained within the Service Level Agreement (SLA)

All complex multi-user services

Question 106

Which Function would provide staff to monitor events in an Operations Bridge?

Applications Management

Service Desk

Technical Management

IT Operations Management

Question 107

Which of the following is the BEST definition of an Incident?

Loss of ability to operate to specification, or to deliver the required output

A change of state which has significance for the management of a Configuration Item or IT Service

A warning that a threshold has been reached, something has changed, or a failure has occurred

An unplanned interruption to an IT service or reduction in the quality of an IT service

Question 108

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

Service level management

IT operations management

Capacity management

Incident management

Question 109

Which of the following questions does the guidance in service strategy help to answer?
1) What services should we offer and to whom?
2) How do we differentiate ourselves from competing alternatives?
3) How do we create value for our customers?

1 only

2 only

3onfy

All of the above

Question 110

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Whether to buy an application or build it

Should application development be outsourced

Who the vendor of the storage devices will be

Where the vendor of an application is located

Question 111

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

The utility of a service

The warranty of a service

The economic value of a service

Return on investment

Question 112

Which of the following statement about the service owner is INCORRECT?

Carries out the day-to-day monitoring and operation of the service they own

Contributes to continual improvement affecting the service they own

Is a stakeholder in all of the IT processes which support the service they own

Is accountable for a specific service within an organization

Question 113

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Service Transition

Service Design

Service Strategy

Service Operation

Question 114

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

Implementing service and process improvements

Reviewing measurements and metrics

Creating a baseline

Defining measurable targets

Question 115

Which one of the following does service metrics measure?

Functions

Maturity and cost

The end-to-end service

Infrastructure availability

Question 116

How does Problem Management work with Change Management?

By installing changes to fix problems

By negotiating with Incident Management for changes in IT for Problem resolution

By issuing RFCs for permanent solutions

By working with users to change their IT configurations

Question 117

Access Management is closely related to which other processes?

Availability Management only

Information Security Management and 3rd line support

Information Security Management and Availability Management

Information Security Management only

Question 118

Which of the following activities would be performed by a process manager?
1: Monitoring and reporting on process performance
2: Identifying improvement opportunities
3: Appointing people to required roles

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Question 119

Which of the following would NOT be contained in a release policy?

Naming and numbering conventions

Entry and exit criteria of the release into testing

Roles and responsibilities for the release

The risk register for the release

Question 120

Removing or restricting rights to use an IT Service is the responsibility of which process?

Access Management

Incident Management

Request Fulfillment

Change Management

Question 121

Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure.

1 Only

2 and 3 onl

1, 2 and 4 onl

All of the above

Question 122

Which of the following questions does Service Strategy help answer with its guidance?
1: How do we prioritize investments across a portfolio?
2: What services to offer and to whom?
3: What are the Patterns of Business Activity (PBA)?

3 only

1 only

2 only

All of the above

Question 123

Which of the following is the BEST reason for categorizing incidents?

To establish trends for use in problem management and other IT service management (ITSM) activities

To ensure service levels are met and breaches of agreements are avoided

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

Question 124

Which processes are responsible for the regular review of underpinning contracts?

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

Question 125

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

1 and 2 only

1, 2, and 3 only

1, 3 and 4 only

All of the above

Question 126

To add value to the business, what are the four reasons to monitor and measure?

Evaluate; Diagnose; Justify; Intervene

Validate; Direct; Justify; Improve

Validate; Direct; Justify; Intervene

Evaluate; Direct; Justify; Improve

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