NEW QUESTION 1
Which of the following statement about the service owner is INCORRECT?

• A. Carries out the day-to-day monitoring and operation of the service they own
• B. Contributes to continual improvement affecting the service they own
• C. Is a stakeholder in all of the IT processes which support the service they own
• D. Is accountable for a specific service within an organization

Answer: A

NEW QUESTION 2
Which areas of service management can benefit from automation?
1: Design and modeling
2: Reporting
3: Pattern recognition and analysis
4: Detection and monitoring

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

Answer: D

NEW QUESTION 3
Which of the following identifies the purpose of service transition planning and support?

• A. Provide overall planning for service transitions and co-ordinate the resources they require
• B. Ensure that all service transitions are properly authorized
• C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
• D. To define testing scripts to ensure service transitions are unlikely to ever fail

Answer: A

NEW QUESTION 4
Which of the following is an enabler of best practice?

• A. Standards
• B. Technology
• C. Academic research
• D. Internal experience

Answer: B

NEW QUESTION 5
Which of the following is not a service desk type recognized in the service operation volume of ITIL?

• A. Local
• B. Centralized
• C. Outsourced
• D. Virtual

Answer: C

NEW QUESTION 6
Which two processes will contribute MOST to enabling effective problem detection?

• A. Incident and financial management
• B. Change and release and deployment management
• C. Incident and event management
• D. Knowledge and service level management

Answer: C

NEW QUESTION 7
Which one of the following is concerned with policy and direction?

• A. Capacity management
• B. Governance
• C. Service design
• D. Service level management

Answer: B

NEW QUESTION 8
Which process is responsible for frequently occurring changes where risk and cost are low?

• A. Access management
• B. Request Fulfillment
• C. Release and Deployment Management
• D. Incident Management

Answer: B

NEW QUESTION 9
Which one of the following functions would be responsible for the management of a data centre?

• A. Technical management
• B. Service desk
• C. Application management
• D. Facilities management

Answer: D

NEW QUESTION 10
What is the BEST description of an operational level agreement (OLA)?

• A. An agreement between the service provider and another part of the same organization
• B. An agreement between the service provider and an external organization
• C. A document that describes to a customer how services will be operated on a day-to-day basis
• D. A document that describes business services to operational staff

Answer: A

NEW QUESTION 11
Which one of the following is the BEST description of a service-based service level agreement (SLA)?

• A. An agreement with an individual customer group, covering all the services that they use
• B. An agreement that covers one service for a single customer
• C. An agreement that covers service specific issues in a multi-level SLA structure
• D. An agreement that covers one service for all customers of that service

Answer: D

NEW QUESTION 12
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

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

Answer: A

NEW QUESTION 13
Contracts relating to an outsourced Data Centre would be managed by?

• A. Service Desk
• B. IT Operations Control
• C. Technical Management
• D. Facilities Management

Answer: D

NEW QUESTION 14
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"?

• A. Profit
• B. Preparation
• C. Products
• D. Potential

Answer: C

NEW QUESTION 15
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

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

Answer: C

NEW QUESTION 16
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?

• A. Service level management
• B. Service catalogue management
• C. Demand management
• D. Service transition

Answer: B

NEW QUESTION 17
Which one of the following activities is NOT part of the Deming Cycle?

• A. Act
• B. Plan
• C. Do
• D. Co-ordinate

Answer: D

NEW QUESTION 18
Why is it important for service providers to understand patterns of business activity (PBA)?

• A. PBA are based on organizational roles and responsibilities
• B. IT service providers CANNOT schedule changes until they understand PBA
• C. Demand for the services delivered by service providers are directly influenced by PBA
• D. Understanding PBA is the only way to enable accurate service level reporting

Answer: C

NEW QUESTION 19
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