itil dumps question and answers

8/17/2019 Itil Dumps Question and Answers

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Certifcation 1

1. Which o the ollowing is NOT a step in the Continual Service Improvement

(CSI) moel!

a) What is the vision!

") #i we get there!

c) Is there "uget!

) Where are we now!

$. What is the %&CI moel use or!

a) #ocumenting the roles an relationships o sta'eholers in a process or

activit

") #efning reuirements or a new service or process

c) &nal*ing the "usiness impact o an incient

) Creating a "alance scorecar showing the overall status o Service

+anagement

,. What is the main reason or esta"lishing a "aseline!

a) To stanari*e operation

") -or 'nowing the cost o services provie

c) -or roles an responsi"ilit to "e clear

) -or later comparison

. Which o the ollowing is NOT an o"/ective o Service Operation!

a) Through testing0 to ensure that services are esigne to meet "usiness nees

") To eliver an support IT services

c) To manage the technolog use to eliver services

) To monitor the perormance o technolog an processes


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. Which o the ollowing statements is CO%%2CT a"out patterns o eman

generate " the customer3s "usiness!

a) The are riven " patterns o "usiness activit

") It is impossi"le to preict how the "ehave

c) It is impossi"le to in4uence eman patterns

) The are riven " the eliver scheule generate " capacit management

5. Which o the ollowing is NOT one o the ITI6 core pu"lications!

a) Service Optimi*ation

") Service Transition

c) Service #esign

) Service Strateg

7. Which o the ollowing statements is CO%%2CT!

1. Onl one person can "e responsi"le or an activit

$. Onl one person can "e accounta"le or an activit

a) &ll o the a"ove

") 1 onl

c) $ onl

) None o the a"ove

8. Which is the correct seuence o events in the selection o a technolog tool!

a) Select 9rouct0 %euirements0 Selection Criteria0 2valuate 9rouct

") Selection Criteria0 %euirements0 2valuate 9rouct0 Select 9rouct

c) %euirements0 Selection Criteria0 Select 9rouct0 2valuate 9rouct


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) %euirements0 Selection Criteria0 2valuate 9rouct0 Select 9rouct

:. Which o the ollowing are the three main tpes o metrics as efne in

Continual Service Improvement (CSI)!

1. 9rocess +etrics

$. Supplier +etrics

,. Service +etrics

. Technolog +etrics

. ;usiness +etrics

a) 10 $ an ,

") $0 an

c) 10 , an

) 10 $ an

1


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c) ;uil service moels to /usti the ITI6 implementations

) Implement ITI6 across the organi*ation

1$. Which are the missing Service Operation processes rom the ollowing!

1. Incient +anagement

$. 9ro"lem +anagement

,. &ccess +anagement

. !

. !

a) 2vent management an %euest -ulfllment

") 2vent +anagement an Service #es'

c) -acilities +anagement an 2vent +anagement

) Change +anagement an Service 6evel +anagement

1,. Which o the ollowing ientifes two Service 9ortolio components within the

Service 6ieccle!

a) %euirements 9ortolio an Service Catalogue

") Service >nowlege +anagement Sstem an Service Catalogue

c) Service >nowlege +anagement Sstem an %euirements 9ortolio

) %euirements 9ortolio an Confguration +anagement Sstem

1. Which o the ollowing areas woul technolog help to support uring the

Service #esign phase o the 6ieccle!

1. ?arware an Sotware esign

$. 2nvironmental esign

,. 9rocess esign

. #ata esign


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a) 10 , an onl

") 10 $ an , onl

c) &ll o the a"ove

) $0 , an onl

1. ;usiness rivers an reuirements or a new service shoul "e consiere

uring!

a) %eview o the router operating sstem patches

") %eview o the current capa"ilities o IT service eliver

c) The 9ost Implementation %eview (9I%) o a change

) #ecommissioning legac servers

15. The ;2ST efnition o an event is!

a) &n occurrence where a perormance threshol has "een e@ceee an an

agree Service 6evel has alrea "een impacte

") &n occurrence that is signifcant or the management o the IT inrastructure or

eliver o services

c) & 'nown sstem eect that generates multiple incient reports

) & planne meeting o customers an IT sta= to announce a new service or

improvement program

17. What oes the Service A moel represent!

a) & strateg or the successul completion o all Service +anagement pro/ects

") The path to Service #eliver an Service Support or eBcient an e=ective

utili*ation o resources

c) 6evels o Confguration an testing reuire to eliver a Service Capa"ilit


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) The "usiness perspective as perceive " the customer an the user o

services

18. Technical +anagement is NOT responsi"le or!

a) +aintenance o the technical inrastructure

") #ocumenting an maintaining the technical s'ills reuire to manage an

support the IT inrastructure

c) #efning the Operational 6evel &greements or the technical teams

) #iagnosis o0 an recover rom0 technical ailures

1:. The ollowing options are consiere within which process!

1. ;ig "ang vs. 9hase

$. 9ush an 9ull

,. &utomate vs. +anual

a) Incient +anagement

") %elease an #eploment +anagement

c) Service &sset an Confguration +anagement

) Service Catalogue +anagement

$


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") ;usiness O"/ectives0 IT o"/ectives0 9rocess metrics

c) #esire outcome0 Supplier metrics0 IT o"/ectives

) 9eople0 9roucts0 Technolog

$$. Setting policies an o"/ectives is the primar concern o which o the

ollowing elements o the Service 6ieccle!

a) Service Strateg

") Service Strateg an Continual Service Improvement

c) Service Strateg0 Service Transition an Service Operation

) Service Strateg0 Service #esign0 Service Transition0 Service Operation an

Continual Service Improvement

$,. Which o the ollowing ;2ST escri"es the purpose o 2vent +anagement!

a) The a"ilit to etect events0 ma'e sense o them an etermine the

appropriate control action

") The a"ilit to implement monitoring tools

c) The a"ilit to monitor an control the activities o technical sta=

) The a"ilit to report on the successul eliver o services " chec'ing the

uptime o inrastructure evices

$. Consier the ollowing statements

1. CSI provies guiance on how to improve process eBcienc an e=ectiveness

$. CSI provies guiance on how to improve services

,. CSI provies guiance on the improvement o all phases o the service lieccle

. CSI provies guiance on the measurement o processes an services

Which o the a"ove statements is CO%%2CT!

a) 1 an $ onl

") $ onl


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c) 10 $ an , onl

) &ll o the a"ove

$. Which o the ollowing statements are CO%%2CT a"out -unctions!

1. The provie structure an sta"ilit to organi*ations

$. The are selDcontaine units with their own capa"ilities an resources

,. The rel on processes or crossDunctional coorination an control

. The are costlier to implement compare to processes

a) 10 $ an , onl

") 10 $ an onl

c) &ll o the a"ove

) None o the a"ove

$5. I an organi*ation is a"le to "ecome more proactive in its ITS+ processes0

what is li'el to happen to support costs!

a) The are li'el to increase grauall

") The are li'el to increase ramaticall

c) The are li'el to grauall reuce

) The are li'el to reuce initiall an then grauall return to current level

$7. Which o the ollowing statements a"out Supplier +anagement is INCO%%2CT!

a) Supplier +anagement negotiates internal an e@ternal agreements to support

the eliver o services

") Supplier +anagement ensures that suppliers meet "usiness e@pectations

c) Supplier +anagement maintains inormation in a Supplier an Contracts

#ata"ase

) Supplier +anagement shoul "e involve in all stages o the service lieccle0

rom Strateg through #esign an Transition to Operations an Improvement


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$8. Which o the ollowing ;2ST escri"es a 6ocal Service #es' structure!

a) & Service #es' that also provies onsite technical support to its users

") & Service #es' where analsts onl spea' one language

c) & Service #es' that is situate in the same location as the users it serves

) & Service #es' that coul "e in an phsical location "ut uses

telecommunications an IT sstems to ma'e it appear that the are in the same

location

$:. What is the role o the 2mergenc Change &visor ;oar (2C&;)!

a) To assist the Change +anager in ensuring that no urgent changes are mae

uring particularl volatile "usiness perios

") To assist the Change +anager in implementing emergenc changes

c) To assist the Change +anager in evaluating emergenc changes an to ecie

whether the change shoul "e approve

) To assist the Change +anager in speeing up the emergenc change process so

that no unaccepta"le elas occur.

,


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,$. Operations Control reers to!

a) The managers o the Technical an &pplications +anagement unctions

") Overseeing the e@ecution an monitoring o IT operational events an

activities

c) The tools use to monitor an ispla the status o the IT Inrastructure an

&pplications

) The situation where the Service #es' is reuire to monitor the status o the

inrastructure when Operators are not availa"le

,,. Which o= the ollowing is a characteristic o ever process!

1. It is measura"le

$. It is timel

,. It elivers a specifc result

. It respons to a specifc event

. It elivers its primar result to a customer or sta'eholer

a) 10 $0 , an onl

") 10 $0 an onl

c) 10 ,0 an onl

) &ll o the a"ove

,. Which o the ollowing is NOT an e@ample o a Service %euest!

a) & user calls the Service #es' to orer a toner cartrige

") & user calls the Service #es' "ecause the woul li'e to change theunctionalit o an application

c) & +anager su"mits a reuest or a new emploee to "e given access to an

application

) & user logs onto an internal we"site to ownloa a license cop o sotware

rom a list o approve options


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,. & Service 6evel 9ac'age is "est escri"e as!

a) & efnite level o utilit an warrant associate with a core service pac'age

") & escription o customer reuirements use to negotiate a Service 6evel

&greement

c) & escription o the value that the customer wants an or which the are

willing to pa

) & ocument showing the Service 6evels achieve uring an agree reporting

perio

,5. Incient +anagement has a value to the "usiness "!

a) ?elping to control inrastructure cost o aing new technolog

") 2na"ling users to resolve 9ro"lems

c) ?elping to align people an process or the eliver o service

) Contri"uting to the reuction o impact

,7. & Service owner is responsi"le or which o the ollowing!

a) %ecommening improvements

") #esigning an ocumenting a Service

c) Carring out the Service Operations activities neee to support a Service

) 9roucing a "alance scorecar showing the overall status o all Services

,8. The our stages o the #eming Ccle are!

a) 9lan0 +easure0 +onitor0 %eport

") 9lan0 Chec'0 %eD&ct0 Implement

c) 9lan0 #o0 &ct0 &uit

) 9lan0 #o0 Chec'0 &ct


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,:. What is the CO%%2CT orer o the frst our activities in the 7 Step

Improvement 9rocess!

a) #efne what ou shoul measure0 efne what ou can measure0 gather ata

an process ata

") Eather ata0 process ata0 anal*e ata an present ata

c) What is the vision0 where are we now0 what o we want to "e0 how o we get

there!

) Eather ata0 process ata0 efne what ou shoul measure an efne what

ou can measure


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,. The esign o technolog architecture an management sstems

. The esign o the processes reuire

. !

a) The esign o -unctions

") The esign o Service 6evel &greements

c) The esign o applications

) The esign o measurement sstems0 methos an metrics

,. Which o the ollowing %oles is responsi"le or ientiing opportunities or

improvement!

1. Service Owner

$. Continual Service Improvement (CSI) +anager

,. 9rocess Owner

a) 1 an $ onl

") 1 an , onl

c) &ll o the a"ove

) $ an , onl

. 6earning an improvement is the primar concern o which o the ollowing

elements o the Service 6ieccle!

a) Service Strateg0 Service #esign0 Service Transition0 Service Operation an

Continual Service Improvement

") Service Strateg0 Service Transition an Service Operation

c) Service Operation an Continual Service Improvement

) Continual Service Improvement

. Which o the ollowing is the most appropriate approach to carring out Service

Operations!


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a) The internal IT view is most important as Service Operations has to monitor

an manage the inrastructure

") Service Operations shoul maintain a "alance "etween an internal IT view an

an e@ternal "usiness view

c) The e@ternal "usiness view is most important as Service Operations is the place

where value is reali*e an the customer o"tains the "eneft o the services

) IT Operations oes not ta'e an internal or e@ternal view as the e@ecute

processes efne " Service #esign

5. Which o the ollowing statements a"out the Service #es' are CO%%2CT!

1. The Service #es' is a unction that provies a means o communication

"etween IT an its users or all operational issues

$. The Service #es' is alwas the owner o the Incient +anagement process

a) $ onl

") 1 onl

c) &ll o the a"ove

) None o the a"ove

7. ?ow oes an organi*ation use %esources an Capa"ilities in creating value!

a) The are use to create value in the orm o output or prouction management

") The are use to create value in the orm o goos an services

c) The are use to create value to the IT organi*ation or Service Support

) The are use to create value to the IT organi*ation or Service #eliver

8. In which core pu"lication can ou fn etaile escriptions o the ollowing!

1. Service 9ortolio +anagement

$. #eman +anagement

,. -inancial +anagement


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a) Service Operations

") Service Strateg

c) Service Transition

) Continual Service Improvement

:. Which o the ollowing statements ;2ST escri"es the role o Communication

uring Service Operation!

a) Communication is efne as part o all processes an is e@ecute in Service

Operation

") Communication is a separate process that nees to "e efne an e@ecute

with Service Operation

c) Eoo communication is essential or successul Service Operation0 /ust as it is

or an other phase o the 6ieccle

) Communication is more important in Service Operation than in an other stage

o the Service 6ieccle

1


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a) -acilitates clear communication an wor'4ow practice across all parties

involve in the CSI program

") Clarifes the roles an responsi"ilities o iniviual in the CSI program which

coul otherwise "e overlapping an conusing

c) Ientifes where internal Service 6evel &greements (S6&s) can "e esta"lishe

to implement CSI

) 9rovies a clear ocus or matching the CSI processes to fnancial planning

1,. Which o the ollowing are o"/ectives o the %elease an #eploment

+anagement process!

1. To ensure there are clear release an eploment plans

$. To ensure that s'ills an 'nowlege are transerre to operations an support

sta=

,. To ensure there is minimal unpreicte impact on prouction services

. To provie cost /ustifa"le IT capacit that is matche to the nees o the

"usiness

a) 10 $ an , onl

") &ll o the a"ove

c) 1 an , onl

) 10 , an onl

1. Which o the ollowing uestions is NOT answere " Service 9ortolio

+anagement!

a) ?ow shoul our resources an capa"ilities "e allocate!

") What opportunities are there in the mar'et!

c) Wh shoul a customer "u these services!

) What are the pricing or charge"ac' moels!

1. Which o the ollowing statements are NOT inclue in &ccess +anagement!

1. Aeriing the ientit o users reuesting access to services


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$. Setting the rights or privileges o sstems to allow access to authori*e users

,. #efning securit policies or sstem access

. +onitoring the availa"ilit o sstems that users shoul have access to

a) , an onl

") 1 an , onl

c) $ an , onl

) 1 an $ onl

15. &pplication +anagement is NOT responsi"le or!

a) #ocumenting an maintaining the technical s'ills reuire to manage an

support &pplications

") +anaging applications through their lieccle

c) &ssisting in the ecision to "uil or "u new sotware

) #eveloping operational unctionalit reuire " the "usiness

17. I something cannot "e measure0 it shoul not "e ocumente within whicho the ollowing!

a) The Elossar o Terms

") & Service 6evel &greement

c) &n Incient +anagement recor

) & Confguration Item (CI)

18. What is the purpose o the %euest -ulfllment 9rocess!

a) #ealing with Service %euests rom the users

") +a'ing sure all reuests within an IT Organi*ation is ulflle

c) 2nsuring ulfllment o Change %euests

) +a'ing sure the Service 6evel &greement is met


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1:. Which o the ollowing areas woul technolog help to support uring the

Service Transition phase o the lieccle!

1. #ata mining an wor'4ow tools

$. +easurement an reporting sstems

,. %elease an #eploment technolog

. 9rocess #esign

a) 10 $ an , onl

") 10 , an onl

c) $0 , an onl

) &ll o the a"ove

$


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$$. GWarrant o a serviceH means which o the ollowing!

a) The service is ft or purpose

") There will "e no ailures in applications an inrastructure associate with the

service

c) &ll serviceDrelate pro"lems are f@e ree o charge or a certain perio o time

) Customers are assure o certain levels o availa"ilit0 capacit0 continuit an

securit

$,. The o"/ective o Service &sset an Confguration +anagement is most

accuratel escri"e as!

a) To unerstan the perormance characteristics o assets an Confguration

Items (CIs) in orer to ma@imi*e their contri"ution to service levels

") To manage service assets an CIs rom an operational perspective

c) To ensure that assets an CIs eliver the "usiness outcomes the were

esigne to achieve

) To efne an control the components o services an inrastructure an

maintain accurate confguration recors

$. & Service Catalogue shoul contain which o the ollowing!

a) The version inormation o all sotware

") The organi*ational structure o the compan

c) &sset inormation

) #etails o all operational services

$. -acilities +anagement reers to!

a) The +anagement o IT services that are viewe as GutilitiesH0 such as printers

or networ' access

") The +anagement o an outsourcing contract


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c) The +anagement o the phsical IT environment0 such as a #ata Center

) The procurement an maintenance o tools that are use " IT operations sta=

to maintain the inrastructure

$5. When planning an implementing a Continual Service Improvement (CSI)

initiative0 which o the ollowing "enefts is 62&ST useul in supporting a "usiness

case!

a) %euce technolog investment " m ue to more accurate capacit an

perormance moeling processes

") %euce support manpower eman " ,


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c) 2nsuring that all changes have appropriate "ac'Dout plans in the event o

ailure

) 9rotecting services " not allowing changes to "e mae

$:. -unctions are "est escri"e as!

a) Without their own "o o 'nowlege

") Close loop sstems

c) SelDContaine units o organi*ations

) -ocusing on transormation to a goal

,


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") To valiate0 measure0 monitor an change

c) To valiate0 plan0 act an improve

) To valiate0 assign resources0 purchase technolog an train people

,,. & "eneft o using Service #esign tools is!

a) To help ensure that stanars an conventions are ollowe

") To help ensure that events are etecte as uic'l as possi"le

c) To help ena"le i=erent applications to wor' together

) To help implement architectures that support the "usiness strateg

,. Which o the ollowing is the CO%%2CT escription o the -our 93s o Service

#esign!

a) & our step process or the esign o e=ective Service +anagement

") & efnition o the people an proucts reuire or successul esign

c) & set o uestions that shoul "e as'e when reviewing esign specifcations

) The our ma/or areas that nee to "e consiere in the esign o e=ective

Service +anagement

,. Consier the ollowing statements

1. Service Transition provies guiance on moving new an change services into

prouction

$. Service Transition provies guiance on testing

,. Service Transition provies guiance on the transer o services to or rom an

e@ternal service provier


a) 1 an $ onl

") 1 onl

c) &ll o the a"ove


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) 1 an , onl

,5. Which is the frst activit o the Continual Service Improvement (CSI) moel!

a) &ssess the current "usiness situation

") Mnerstan highDlevel "usiness reuirements

c) &gree on priorities or improvement

) Create an veri a plan

,7. &n Incient occurs when

1. & user is una"le to access a service uring service hours

$. &n authori*e IT sta= mem"er is una"le to access a service uring service

hours

,. & reunant networ' segment ails0 an the user is not aware o an isruption

to service

. & user contacts the Service #es' a"out slow perormance o an application


a) &ll o the a"ove

") 1 an onl

c) $ an , onl

) None o the a"ove

,8. Which process reviews Operational 6evel &greements (O6&s) on a regular

"asis!

a) Supplier +anagement

") Service 6evel +anagement

c) Service 9ortolio +anagement

) Contract +anagement


24/36

,:. The 7 Step Improvement 9rocess can most accuratel "e escri"e as!

a) The Seven 93s o Continual Service Improvement (CSI)

") & service improvement methoolog "ase on the #eming Ccle

c) & set o roles an responsi"ilities or managing service improvements

) & process or efning what is to "e measure0 gathering the ata0 processing

the ata an using it to ta'e corrective action


25/36

Certifcation ,

ITI6 #umps 9ractice 9aper ,

1. Which o the ollowing "est means Com"ination o Internal 2@ternal

Sourcing!

&. Internal SourcingD.

;. 2@ternal Sourcing

C. CoDSourcing

#. +anage Services

$. +a/or Incients reuire!

&. Separate proceures

;. 6ess urgenc

C. 6onger timescales

#. 6ess ocumentation

,. Which o the ollowing C&NNOT "e store an manage " a tool!

&. >nowlege

;. Inormation

C. Wisom

#. #ata

. The spell chec' moule o a worDprocessing sotware pac'age contains a

num"er o errors. The #evelopment epartment has correcte these errors in a

new version. Which process is responsi"le or ensuring this upate version isteste!

&. Confguration +anagement

;. Incient +anagement

C. 9ro"lem +anagement


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#. %elease +anagement

. The 9lanD#oDChec'D&ct ccle can "e use to plan an implement Service

+anagement 9rocesses

?ow man times shoul each stage o the ccle "e visite!

&. There shoul "e a single 9lan an #o0 an then Chec' an &ct shoul "e

carrie out multiple times to Implement Continual Improvement

;. 2ach stage shoul "e carrie out once in the orer 9lanD#oDChec'D&ct

C. The entire ccle shoul "e repeate multiple times to Implement Continual

Improvement

#. There shoul "e a single Jn. then the #oDChec'D&ct ccle shoul "e repeate

multiple times to Implement Continual improvement

5. Consier the ollowing statements

1. G9rocessesH shoul "e implemente in such a wa that the G%oleH an

G-unctionH in an organi*ation are efne

$. The %&CI moel Is "enefcial to esign -unctionH

Which o the a"ove statements are CO%%2CT!

&. 1 Onl

;. ;oth o the a"ove

C. Neither o the a"ove

#. $ onl

7. Which o the ollowing is the process rather than a epartment!

&. &pplication +anagement

;. Operations +anagement

C. Service #es'

#. &vaila"ilit +anagement


27/36

8. Which o the ollowing statements ull escri"es the aim o %elease an

#eploment +anagement!

&. To "uil0 test an eliver the capa"ilit to provie the services specife "

Service #esign an that will accomplish the sta'eholers3 reuirements an

eliver the Intene o"/ectives

;. To ensure that each release pac'age specife " Service #esign consists o a

set o relate assets an service components that are compati"le with each other

C. To ensure that all release an eploment pac'ages can "e trac'e0 installe0

teste0 verife0 anor uninstalle or "ac'e out i appropriate

#. To recor an manage eviations0 ris's0 an issues relate to the new or

change service

:. Which o the ollowing ma "e efne in a process!

1. %oles

$. &ctivities

,. -unctions

. Euielines

. Stanars

5. Eovernance -ramewor'

&. 10 $0 , an onl

;. &ll o the a"ove

C. 1. $0 an 5 onl

#. 10 $0 0 an onl

1


28/36

C. &n organi*ation suppling services to one or more internal customers

#. &n organi*ation suppling IT services

11. Which ITI6 process has the o"/ective o helping to monitor the IT services "

maintaining a logical moel o the IT inrastructure an IT services!

&. Capacit +anagement

;. Change +anagement

C. Confguration +anagement

#. -inancial +anagement or IT services

1$. The #esign +anager Is responsi"le or the overall coorination an

eploment o ualit solution esigns or services an processes. Which o the

ollowing are NOT responsi"ilities inclue In this role!

&. 9rouce an maintain all necessar Service Transition 9ac'ages

;. 9rouce ualit0 secure an resilient esigns or new or improve services0

technolog architecture0 processes or measurement sstems that meet all the

agree current an uture IT reuirements o the organi*ation

C. Ta'e the overall Service Strategies an ensure the are re4ecte in the Service

#esign process an the service esigns that are prouce

#. +easuring the e=ectiveness an eBcienc o the Service #esign an

supporting processes

1,. O which ITI6 process are %elia"ilit0 Servicea"ilit an +aintaina"ilit

components!

&. IT Service Continuit +anagement

;. Service 6evel +anagement

C. 9ro"lem +anagement

#. &vaila"ilit +anagement

1. Which o the ollowing statements is true a"out &ccess +anagement!


29/36

&. The 9rocess responsi"le or allowing Msers to ma'e use o IT Services0 ata0 or

other &ssets.

;. &ccess +anagement helps to protect the Confentialit0 Integrit an

&vaila"ilit o &ssets " ensuring that onl authori*e Msers are a"le to access or

moi the &ssets.

C. &ccess +anagement is sometimes reerre to as %ights +anagement or

Ientit +anagement.

#. &ll o a"ove

1. What aspects woul ou not e@pect to see in a Service 6evel report esigne

or the customer!

&. The average utili*ation level o the Service #es'

;. The level o availa"ilit reali*e an the time not availa"le per perio

C. The percentage o incients that was resolve within the target

#. The successul an reverte Changes uring a specifc perio

15. &vaila"ilit +anagement is responsi"le or availa"ilit o!

&. Services an %esources

;. Services an ;usiness 9rocesses

C. %esources an ;usiness 9rocesses

#. Services0 %esources an ;usiness 9rocesses

17. What is the i=erence "etween a process an a pro/ect!

&. & process is continuous an has no en ate0 whereas a pro/ect has a fnite

liespan.

;. & pro/ect is continuous an has no en ate0 whereas a process has a fnite

liespan.

C. & process stops when the o"/ective has "een achieve0 whereas a pro/ect oes

not stop when the o"/ective is met.


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#. In a pro/ect the ocus is not on the result0 whereas with a process the result is

important

18. Which o the ollowing is the correct set o steps or the Continual Service

improvement (CSI) +oel!

&. #evise a strategL #esign the solutionL Transition into prouctionL Operate the

SolutionL continuall improve

;. Where o we want to "e!L ?ow o we get there!L ?ow o we chec' we arriveL

?ow o we 'eep the momentum going!

C. ientifes the reuire "usiness outcomesL 9lan how to achieve the outcomesL

Implement the planL Chec' the plan has "een properl implementeL improve the

solution

#. What is the vision!L Where are we now!L Where o we want to "e!L ?ow o we

get there!L #i we get there!L ?ow o we 'eep the momentum going!

1:. What is the meaning o the term Servicea"ilit!

&. The egree o availa"ilit o the IT services that can "e o=ere

;. The egree o support that the Service #es' provies to the customer

C. The egree to which the provision o IT services can "e supporte "

maintenance contracts

#. The egree to which the services agree in the Service 6evel &greement (S6&)

are complie with

$


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$1. Which o the ollowing statements is CO%%2CT!

& The Confguration +anagement Sstem (C+S) is part o the >nown 2rror #ata

;ase (>2#;)

;. The Service >nowlege +anagement Sstem (S>+S) is part o the C+S

C. The >2#; an the C+S orm part o the larger S>+S

#. The C+S is parto the Confguration +anagement #ata ;ase (C+#;)

$$. Inormation is regularl e@change "etween 9ro"lem +anagement an

Change +anagement. What inormation is this!

&. >nown 2rrors rom 9ro"lem +anagement0 on the "asis o which Change

+anagement can generate %euests or Change (%-Cs)

;. %-Cs resulting rom >nown 2rrors

C. %-Cs rom the users that 9ro"lem +anagement passes on to Change

+anagement

#. %-Cs rom the Service #es' that 9ro"lem +anagement passes on to Change

+anagement

$,. Which orm o outsourcing provies omain "ase "usiness e@pertise!

&. &pplication Service 9rovision

;. ;usiness 9rocess Outsourcing

C. >nowlege 9rocess Outsourcing

#. CoDSourcing

$. Where are activities ocumente with the aim o improving an IT service!

&. Service Catalogue

;. Service Improvement 9rogram

C. Service 6evel &greement (S6&)

#. Service Qualit 9lan (SQ9)


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$. Changes are ivie into categories.

What criterion efnes a categor or a change!

&. The conseuences o the change such as limite0 su"stantial0 signifcant0 etc.

;. The spee with which the change is mae

C. The seuence in which the change is mae

#. The %euest or Change num"er that the change is assigne

$5. In IT Service Continuit +anagement various precautionar measures are

ta'en0 or e@ample using an emergenc power provision.

Which o the ollowing ITI6 processes coul also initiate this 'in o measure!

&. &vaila"ilit +anagement

;. Capacit management

C. Change +anagement

#. Incient +anagement

$7. What is a reuest to replace something within the IT inrastructure calle!

&. %eplacement %euest

;. %euest or Change

C. %euest or %elease

#. Service %euest

$8. Which ITI6 process manager reuires a report speciing the uration o an

interruption o a Confguration Item!

&. &vaila"ilit +anager

;. Incient +anager

C. 9ro"lem +anager

#. Service 6evel +anager


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$:. Which o the ollowing steps rom the continual improvement +oel is

missing!

1. What Is the vision!

$. Where are we now!

,. Where o we want to "e!

. ?ow o we get there!

. #i we get there!

5.!

&. What is the %OI

;. ?ow much i it cost.

C. ?ow o we 'eep the momentum going.

#. What is the AOI!

,


34/36

,. Its never part o the Service >nowlege +anagement Sstem.

. +aintaining it is responsi"ilit o Supplier management process

&. 1 $ onl

;. 10 $ ,

C. 10 $

#. &ll o a"ove

,$. Which o the ollowing will complete the -our 9Ps o Service #esign!

1. 9erspectives

$. 9ositioning

,. 9lan

. !!!

&. 9eople

;. 9rouct

C. 9atterns

#. 9artners

,,. What oes +ean Time to %epair (+TT%) mean!

&. &verage uptime o a service

;. &verage owntime o a service

C. &verage time "etween two consecutive incients

#. &verage time o the "rea'ownDree perio within a measure perio

,. Which o the ollowing statements is true a"out the term 2vent!

&. & change o state which has signifcance or the management o a

Confguration Item or IT service.


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;. The term 2vent is also use to mean an &lert or notifcation create " an IT

Service0 confguration Item or +onitoring tool.

C. 2vents tpicall reuire IT Operations personnel to ta'e actions0 an oten lea

to Incients "eing logge

#. &ll o a"ove

,. Which o the ollowing is the "est escription o the contents o the #efnitive

+eia 6i"rar (#+6)!

&. Copies o all sotware versions that are neee

;. Copies o all live sotware programs

C. &uthori*e versions o all sotware use on the inrastructure

#. Sotware awaiting user acceptance testing

,5. &pplication 9ortolio

1. & ata"ase or structure #ocument use to manage &pplications throughout

their 6ieccle.

$. The &pplication 9ortolio contains 'e &ttri"utes o all &pplications.

,. The &pplication 9ortolio is sometimes implemente as part o the Service9ortolio0 or as part o the Confguration +anagement Sstem.

Which o the a"ove statements is correct!

&. 1 onl

;. $ ,onl

C. &ll o a"ove

#. 1 $ onl

,7. Which o the ollowing "est escri"es -ault Tolerance!

&. The a"ilit o an IT Service or Confguration Item to continue to operate

correctl ater -ailure o a Component part.


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;. The a"ilit o a thirDpart supplier to meet the terms o their contract. Oten

this contract will inclue agree levels o availa"ilit0 relia"ilit anor

maintaina"ilit or a supporting service or component.

C. & measure o how uic'l an e=ectivel a service0 component or CI can "e

restore to normal wor'ing ater a ailure.

#. & measure o how long a service0 component or CI can perorm its agree

unction without interruption

,8. Which o the ollowing uestions is NOT answere " Capacit 9lan!

&. Capacit -orecasts

;. %ecommenations

C. Components an resource orecasts

#. Countermeasures or ris's

,:. ?ow can an organi*ation etermine the e=ectiveness o the Service 6evel

+anagement process!

&. ; chec'ing contracts with suppliers

;. ; measuring customer satisaction

C. ; efning service levels

#. ; reporting on all incients

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