NEW QUESTION 1
Which one of the following is NOT a valid purpose or objective of problem management?

• A. To prevent problems and resultant incidents
• B. To manage problems throughout their lifecycle
• C. To restore service to a user
• D. To eliminate recurring incidents

Answer: C

NEW QUESTION 2
Access Management is closely related to which other processes?

• A. Availability Management only
• B. Information Security Management and 3rd line support
• C. Information Security Management and Availability Management
• D. Information Security Management only

Answer: C

NEW QUESTION 3
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

• A. Employers
• B. Stakeholders
• C. Regulators
• D. Accreditors

Answer: B

NEW QUESTION 4
Which of the following are types of service defined in ITIL?
1: Enabling
2: Core
3: Enhancing
4: Computer

• A. 1, 3 and 4 only
• B. 2, 3 and 4 only
• C. 1, 2 and 4 only
• D. 1, 2 and 3 only

Answer: D

Explanation:
Reference: http://books.google.com.pk/books?id=xeDemWEIspQC&pg=PA14&lpg=PA14&dq=ITIL+typ es+of+services+enabling+core+enhancing&source=bl&ots=BD_PYvN87y&sig=dZ6y0vHgk LbXPiHdG0fCvH_D9Eg&hl=en&sa=X&ei=qjQ-Ue3SO4SHParWgYAH&redir_esc=y#v=onepage&q=ITIL%20types%20of%20services%20 enabling%20core%20enhancing&f=false

NEW QUESTION 5
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

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

Answer: A

NEW QUESTION 6
Which of the following is NOT a purpose of Service Transition?

• A. To ensure that a service can be managed, operated and supported
• B. To provide training and certification in project management
• C. To provide quality knowledge of Change, Release and Deployment Management
• D. To plan and manage the capacity and resource requirements to manage a release

Answer: B

NEW QUESTION 7
Which one of the following is the BEST description of a relationship in service asset and configuration management?

• A. Describes the topography of the hardware
• B. Describes how the configuration items (CIs) work together to deliver the services
• C. Defines which software should be installed on a particular piece of hardware
• D. Defines how version numbers should be used in a release

Answer: B

NEW QUESTION 8
What are underpinning contracts used to document?

• A. The provision of IT services or business services by a service provider
• B. The provision of goods and services by third party suppliers
• C. Service levels that have been agreed between the internal service provider and their customer
• D. Metrics and critical success factors (CSFs) for internal support teams

Answer: B

NEW QUESTION 9
Which one of the following is the BEST description of a major incident?

• A. An incident which is so complex that it requires root cause analysis before a workaround can be found
• B. An incident which requires a large number of people to resolve
• C. An incident logged by a senior manager
• D. An incident which has a high priority or a high impact on the business

Answer: D

NEW QUESTION 10
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

Answer: C

NEW QUESTION 11
Which of the following can include steps that will help to resolve an incident?
1: Incident model
2: Known error record

• A. 1 only
• B. 2only
• C. Both of the above
• D. Neither of the above

Answer: C

NEW QUESTION 12
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

• A. Service operation
• B. Service transition
• C. Continual service improvement
• D. Service strategy

Answer: C

NEW QUESTION 13
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

• A. Service Operation
• B. Capacity Management
• C. Service Design
• D. Availability Management

Answer: A

NEW QUESTION 14
Which of the following is NOT a benefit of using public frameworks and standards?

• A. Knowledge of public frameworks is more likely to be widely distributed
• B. They are always free ensuring they can be implemented quickly
• C. They are validated across a wide range of environments making them more robust
• D. They make collaboration between organizations easier by giving a common language

Answer: B

NEW QUESTION 15
Which of these is NOT a responsibility of Application Management?

• A. Ensuring that the correct skills are available to manage the infrastructure
• B. Providing guidance to IT Operations about how best to manage the application
• C. Deciding whether to buy or build an application
• D. Assisting in the design of the application

Answer: A

NEW QUESTION 16
What type of improvement should be achieved by using the Deming Cycle?

• A. Rapid, one-off improvement
• B. Return on investment within 12 months
• C. Quick wins
• D. Steady, ongoing improvement

Answer: D

NEW QUESTION 17
What should a service always deliver to customers?

• A. Applications
• B. Infrastructure
• C. Value
• D. Resources

Answer: C

NEW QUESTION 18
Which one of the following is NOT the responsibility of service catalogue management?

• A. Ensuring that information in the service catalogue is accurate
• B. Ensuring that service level agreements are maintained
• 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

NEW QUESTION 19
......