NEW QUESTION 1
What is the result of carrying out an activity, following a process or delivering an IT service known as?

• A. Outcome
• B. Incident
• C. Change
• D. Problem

Answer: A

NEW QUESTION 2
Which one of the following is NOT a characteristic of a process?

• A. It is measureable
• B. It delivers specific results
• C. It responds to specific events
• D. It structure an organization

Answer: D

NEW QUESTION 3
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

• A. 1 and 2 only
• B. 2 and 3 only
• C. 1 and 3 only
• D. None of the above

Answer: C

NEW QUESTION 4
What would be the next step in the continual service improvement (CSI) model after?
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?

• A. What is the return on investment (ROI)?
• B. How much did it cost?
• C. How do we keep the momentum going?
• D. What is the value on investment (VOI)?

Answer: C

NEW QUESTION 5
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

Answer: A

Explanation:

Reference:.http://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/servicetransition/s ervice_asset/ITIL_guide%20to%20SA%20and%20CM%20management%20pdf.(see 'The purpose and objectives of service asset and configuration management; first and second bullet)

NEW QUESTION 6
Which process is responsible for discussing reports with customers showing whether services have met their targets?

• A. Continual service improvement
• B. Change management
• C. Service level management
• D. Availability management

Answer: C

NEW QUESTION 7
Which one of the following is the BEST description of a service request?

• A. A request from a user for information, advice or for a standard change
• B. Anything that the customer wants and is prepared to pay for
• C. Any request or demand that is entered by a user via a self-help web-based interface
• D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Answer: A

Explanation:

Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

NEW QUESTION 8
Which of the following should be available to the Service Desk?
1: Known Error Data
2: Change Schedules
3: Service Knowledge Management System
4: The output from monitoring tools

• A. 1,2 and 3 only
• B. 1,2 and4 only
• C. 2,3 and 4 only
• D. All of the above

Answer: D

NEW QUESTION 9
What is a service delivered between two business units in the same organization known as?

• A. Strategic service
• B. Delivered service
• C. Internal service
• D. External service

Answer: C

NEW QUESTION 10
Which of the following is the BEST definition of an Incident?

• A. A warning that a threshold has been reached, something has changed, or a failure has occurred
• B. An unplanned interruption to an IT service or reduction in the quality of an IT service
• C. A change of state which has significance for the management of a Configuration Item or IT Service
• D. Loss of ability to operate to specification, or to deliver the required output

Answer: B

NEW QUESTION 11
What are customers of IT services who work in the same organization as the service provider known as?

• A. Strategic customers
• B. External customers
• C. Valued customers
• D. Internal customers

Answer: D

NEW QUESTION 12
Which one of the following would NOT be defined as part of every process?

• A. Roles
• B. Inputs and outputs
• C. Functions
• D. Metrics

Answer: C

NEW QUESTION 13
Which stage of the change management process deals with what should be done if the change is unsuccessful?

• A. Remediation planning
• B. Categorization
• C. Prioritization
• D. Review and close

Answer: A

NEW QUESTION 14
Which of the following are the two primary elements that create value for customers?

• A. Value on investment (VOI) and return on investment (ROI)
• B. Customer and user satisfaction
• C. Service requirements and warranty
• D. Resources and capabilities

Answer: D

NEW QUESTION 15
Which process is responsible for managing relationships with vendors?

• A. Change management
• B. Service portfolio management
• C. Supplier management
• D. Continual service improvement

Answer: C

NEW QUESTION 16
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1) Risk assessment
2) Testing of resilience mechanisms
3) Monitoring of component availability

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

Answer: B

NEW QUESTION 17
Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities
2) Template release and deployment
3) Supporting systems, tools and procedures.
4) Handover activities and responsibilities

• A. 1, 2 and 3 onl
• B. 2, 3 and 4 onl
• C. All of the above
• D. 1 and 4 onl

Answer: C

NEW QUESTION 18
Which statement should NOT be part of the value proposition for Service Design?

• A. Reduced total cost of ownership
• B. Improved quality of service
• C. Improved Service alignment with business goals
• D. Better balance of technical skills to support live services

Answer: D

NEW QUESTION 19
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