1. The ITIL core is structured around - A Service Lifecycle2. Why should monitoring and measuring be used when trying to improve services? - To validate, direct,

justify and intervene.3. Which of the following questions is NOT answered by information in the Service Portfolio? – What

opportunities are there in the market?4. Functions are BEST described as? - Self-Contained units of organizations, they provide structure

and stability to organizations, they rely on processes for cross-functional coordination and control.

5. Benefit of using Service Design tools is - To help ensure that standards and conventions are followed

6. Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle? – Continual Service Improvement

7. In which core publication can you find detailed descriptions of Service Portfolio Management, Demand Management and Financial Management? – Service Strategy

8. Which of the following statements about the Service Desk are CORRECT?a. The Service Desk is a function that provides a means of communication between

IT and its users for all operational issuesb. The Service Desk is always the owner of the Incident Management process

9. Application Management is NOT responsible for - Developing functionality required by the business10. "If something cannot be measured, it should not be documented" is a principle that applies to which of

the following? – SLA11. Which is the first activity of the Continual Service Improvement (CSI) model? - Understand the vision

of the business12. Which of the following BEST describes a Workaround?

a. A technician uses a pre-defined technique to restore service as this Incident has been seen before

b. A technician tries several approaches to solve an Incident. One of them works, although he does not know why

c. After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved

d. A device works intermittently, thus allowing the user to continue working at degraded levels of performance while the technician resolves the problem

13. An Incident occurs when: All the below a. A user is unable to access a service during service hoursb. An authorized IT staff member is unable to access a service during service hoursc. A network segment fails and the user is not aware of any disruption to serviced. A user contacts the Service Desk about slow performance of an application

14. Benefits would be LEAST useful in supporting a business case for service improvement? - Reduced level of customer complaints due to more effective Service Level Management

15. The Information Security Policy should be available to which groups of people? - All Customers, Users and IT staff

16. Which of the following statements are CORRECT? - Botha. A Process responds to specific eventsb. 2. A process is performance driven and able to be measured

17. How does an organization use Resources and Capabilities in creating value? - They are used to create value in the form of goods and services

18. CORRECT description of the Four Ps of Service Design? - The four major areas that need to be considered in the design of effective service management

19. Demand Management is used to: Understand patterns of business activity20. The objective of Service Asset and Configuration Management is most accurately described as? - To

define and control the components of services and infrastructure and maintain accurate configuration records.

21. The objective of the Change Management process is most accurately described as? - Ensuring that all Changes are recorded, managed, tested and implemented in a controlled manner

22. The 7 Step Improvement Process can most accurately be described as? - A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

23. Which of the following statements are CORRECT? – All the belowa. Service Transition provides guidance on moving new and changed services into

productionb. Service Transition provides guidance on testingc. Service Transition provides guidance on the transfer of services to or from an external

service provider24. Best definition of an Incident Model? - A set of pre-defined steps to be followed when dealing with a

known type of Incident25. Which of the following areas would technology help to support? – All the below

a. Self Helpb. Measurement and reporting systemsc. Release and deploymentd. Process design

26. A Customer Service Catalogue should contain - Details of all operational services27. Which of the following would NOT be stored in the Definitive Media Library (DML)? - Backups of

application data28. "Warranty of a service" means? - Customers are assured of certain levels of availability, capacity,

continuity and security29. Which of the following activities are included in Access Management? – 1 and 2 only

a. Verifying the identity of users requesting access to servicesb. Setting the rights or privileges of systems to allow access to authorized usersc. Defining security policies for system accessd. Monitoring the availability of systems that users should have access to

30. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?

a. Insourcing relies on internal resources; outsourcing relies on external organization(s) resources

b. Insourcing relies on external organization(s) resources; outsourcing relies on internal resources

c. Insourcing relies on co-sourcing; outsourcing relies on partnershipsd. Insourcing relies on knowledge process outsourcing; outsourcing relies on application

service provisioning31. Facilities Management refers to - The Management of the physical IT environment such as a Data

Centre32. Which aspect of Service Design is missing from the list below? - The design of measurement systems,

methods and metrics

a. The design of servicesb. The design of service management systems and toolsc. The design of technology architecture and management systemsd. The design of the processes requirede. ?

33. Which of the following roles is responsible for identifying opportunities for improvement? – All the below

a. Service Ownerb. Continual Service Improvement (CSI) Managerc. Process Owner

34. The most appropriate approach to carrying out Service Operations? - Service Operations should maintain a balance between an internal IT view and an external business view

35. Which process reviews Operational Level Agreements (OLAs) on a regular basis? – SLA36. Which activities would you expect a Service Owner to undertake? – 1,3 and 4 only

a. Representing a specific service across the organizationb. Updating the Configuration Management Data Base (CMDB) after a changec. Helping to identify service improvementsd. Representing a specific service in Change Advisory Board (CAB) meetings

37. Which of the following are aims of the Release and Deployment Management process? - 1,3 and 4 onlya. To ensure there are clear release and deployment plansb. To ensure that skills and knowledge are transferred to operations and support staffc. To ensure there is minimal unpredicted impact on production services, operations and

supportd. To provide cost justifiable IT capacity that is matched to the needs of the business

38. Which of the following statements is always CORRECT about 'good practice'? - It is something that is in wide industry use

39. What is the purpose of the Request Fulfillment Process? - Dealing with Service Requests from the users

40. A Process Owner is responsible for which of the following? - Monitoring and improving the process41. Which of the following statements BEST describes one of the purposes of Service Analytics?

a. Service Analytics is a means for automating simple and routine tasks and interactions.b. Service Analytics is useful to restore normal Service Operation as quickly as possible in

case of an incidentc. Service Analytics is useful to model existing components and services to

the higher-level business servicesd. Service Analytics is a means to ensure proper funding for the delivery and

consumption of services42. The goal of Problem Management is:

a. To prevent Problems and resulting Incidents from happeningb. To provide a channel for users to request standard servicesc. To restore normal Service Operation as quickly as possibled. To detect Events, make sense of them, and determine the appropriate control action.  

43. Which of the following statements BEST describes the role of the Service Desk as the single point of contact?

a. All requests, such as Incident, Service Requests and service Level Requirements from users and customers must pass through the Service Desk.

b. To provide a single point of contact to the users, an organization can only have one centralized Service Desk.

c. As a user I have one single point of contact for all my Incidents and Service Requests but others users in the organization may have other points of contact.

d. The Service Desk is on offer for the users in an organization. But they are of course allowed to contact anybody within the IT organization with their Incidents and Service Requests.

44. Which of the following statements about the Process Owner role are CORRECT? a. Every person involved in a process is a Process Owner.b. The Process Owner is responsible for ensuring that the process is meeting the aims of

the process definition. c. The Process Owner and Process Manager roles are always undertaken by the same

person. d. Process Ownership is always a role as well as a function in any organization.

i. 2 onlyii. 2 and 3 only

iii. 2, 3 and 4 onlyiv. All of the above.

45. Which of the following is NOT an activity in the Change Management process? a. Review the Request for Changeb. Plan updatesc. Change Designd. Assess and evaluate change

46. Which of the following are goals and objectives for the Service Level Management process? a. To provide and improve the relationship and communication with the business and

customers. b. To produce and maintain an appropriate and up-to-date Capacity Plan which reflects

the current and future needs of the business. c. To ensure that proactive measures to improve the levels of service delivered are

implemented. d. To support efficient and effective business and Service Management processes by

providing accurate information about assets. i. 1 only

ii. 1 and 3 onlyiii. 1, 2 and 3 onlyiv. All of the above.

47. Which of the following metrics types is NOT a typical type of metrics? a. Technology metrics b. Service Metricsc. Baseline metricsd. Process metrics

48. Which of the following validation activities BEST corresponds to the definition of customer and business requirements (level 1 in the Service V-model?

a. Validate Service Packages, offerings and contractsb. Service operational readiness testc. Service Release Package test

d. Components and assembly test.49. Which of the following statements BEST describes the difference between an Operational Level

Agreement and an Underpinning Contract? a. Only the Operational Level Agreement is an underpinning agreement between an

IT Service Provider and another part of the same organizations that assists with the provision of services.

b. Only the Operational Level Agreement defines the goods or services to be provided and the responsibilities of both parties.

c. Only the Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in a service Level Agreement.

d. Only the Underpinning Contract supports the IT Service Provider’s delivery of IT services to customers

50. Which of the following goals are the primary goals for Service Operations? a. To allow for changes and improvements. b. To design processes for the operation of IT services.c. To achieve effectiveness and efficiency in the delivery and support of services. d. To maintain stability.

i. 3 only ii. 3 and 4 only

iii. 1, 3, and 4 only iv. All of the above.

51. Which of the following is the CORRECT definition of Service Management? a. Service Management is a set of specialized organizational resources for providing value

to customers in the form of services. b. Service Management is a set of specialized organizational resources for providing value

to customers in the form of goods and products. c. Service Management is a set of specialized organizational capabilities for

providing value to customers in the form of services.d. Service Management is a set of specialized organizational capabilities for providing

value to the Service Provider in the form of goods and products. 52. Consider the following types of technological support of Service Management and the corresponding

descriptions?A. Technology-assistedB. Technology-facilitated C. Technology-mediated D. Technology-generated (self-service) a. The Service Provider is represented entirely by technology. b. The service Provider and the customer are not in physical proximity. c. Only the Service Provider has access to the same technology. d. Both the Service Provider and the customer have access to the same technology.

i. A-3, B-1, C-2 and D-4 ii. A-1, B-2, C-3 and D-4

iii. A-3, B-4, C-2 and D-1 iv. A-4, B-3, C-2 and D-1

53. Which of the following is NOT described as a function but as a process in the ITIL Service Management Practices framework?

a. Technical Management b. Service Portfolio Management c. Service Desk d. Applications Management.

54. Which of the following roles may be involved in the Continual Service Improvement process? a. The Continual Service Improvement Manager b. The customer c. The Service Manager d. The Process Owners

55. Which of the following statements BEST describes prioritization in the Incident Management process? a. Prioritization is determined by the urgency of the Incident and the level of impact

the Incident is causing. b. Prioritization is determined by the resources available and the level of impact the

Incident is causing. c. Prioritization is determined by the resource available and the urgency of the incident. d. Prioritization is determined by the resources available, the urgency of the Incident and

the level of impact the Incident is causing. 56. Which of the following questions is NOT one of the 7 Rs that must be answered for all changes as part of

the impact assessment? a. What RESOURCES are required to deliver the change? b. Who RAISED the change? c. What is the RELATIONSHIP between this change and other changes? d. Who is going to REVIEW the change when it has been implemented?

57. The BEST way to define the services in the Service Portfolio is to base the definitions on: a. The resources needed to deliver the service b. The business outcome of the service c. The capabilities needed to delivery the service d. The composition of the service

58. Which of the following statements is the CORRECT description of the “ACT” stage in the Deming Cycle for quality improvement?

a. At this stage goals and measures are established. b. At this stage the implemented improvements are compared to the measures of success. c. At this stage it is determined to keep the status quo, close the gap or add

necessary resources. d. At this stage a project to close identified gaps is developed and implemented.  

59. Which of the following questions helps identifying what a customer values?a. Who is out customer?b. Who depends on out services?c. How does the customer use out services?d. What do we provide?

i. 1 only ii. 1 and 3 only

iii. 1, 2 and 3 only iv. All of the above.  

60. NOT a Capacity Management activity: Maintainability61. NOT a Problem Management responsibility: Ownership of an incident throughout its lifecycle

62. NOT an aim of the Release Management process: To assess the impact of software changes63. The goal of Continual Service Improvement is BEST described as:

a. To continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes

b. To encourage Service Providers to stop and think why something is to be done before thinking how

c. To continually identify and implement d. To design services that satisfies business objectives.

64. Which of the following are generic elements of a process?a. Process Activities b. Process policy c. Process roles d. Process metrics.

65. Which of the following statements are CORRECT regarding the RACI authority matrix? a. The “R” in RACI stands for “responsible”. b. The RACI chart shows the activities down the left-hand side and the functional

roles across the top. c. More than one person can be accountable for each takes. d. The “I” in RACI stands for “initiator”.

66. Which of the following is NOT an activity that IT Operations Management is responsible for? a. Console management b. Management of facilities c. Output management d. Maintenance of a stable technical infrastructure.

67. Assume that IT Operations is separated from Technical and Application Management. Which of the following roles does Technical an Application Management normally NOT play in the Event Management process?

a. Participating in the instrumentation of the services. b. Testing the services to ensure that Events are properly generated. c. Ensuring that any auto responses are defined. d. Monitoring Events.

68. Which of the following statements are CORRECT about Service Asset and Configuration management? a. Configuration Management delivers a logical model of the services, assets and the

infrastructure. b. Information about each Configuration Item is recorded in a configuration record

in the configuration Management Systems. c. The Service Knowledge Management System includes the Configuration

Management Systems and databases, as well as other tools and databases. d. Status Accounting and Reporting is an activity in the Service Asset and Configuration

Management process. 69. Which of the following statements BEST describes the goals of Supplier Management?

a. To ensure that underpinning contracts and agreements with suppliers are aligned to business needs and managed through their lifecycle.

b. To manage relationships with suppliers.

c. To ensure that the information security risks are appropriately managed and enterprise information resources are used responsibly.

d. To maintain a suppler policy and a supporting Supplier and Contract Database. i. 1 only

ii. 1 and 2 only iii. 1, 2 and 4 only iv. All of the above.  

70. Which of the following activities BEST helps an organization managing and developing Service Management as a strategic asset?

a. Identification of critical services across the Service Portfolio for a given customer or market space.

b. Establishment of the right mix of services to offer to customers. c. Tagging all service assets with the name of the services to which they add service

potential. d. Creation of diagnostic scripts for diagnosis of Incidents.

71. A key role for Service Operation is to achieve a balance between conflicting sets of priorities. A fundamental conflict exists between IT and a set of technology components on one side and:

a. The view in which the organization focuses only on business requirements and the services delivered

b. The ability to respond to change without impacting on other services c. A strong focus on delivering quality d. Proactive behavior on the other side.

72. When should a Service Design Package be produced?a. During the strategy stage, for each time a new service is added to the Service Portfolio. b. During the design stage, for each change to a service or removal of a service.c. When a new or changed service is passed from Service Design to Service Transition d. During the design stage, for each new service, major change to a service or

removal of a service.  73. Which of the following benefits is NOT primarily the result of good Service Design practices?

a. Reduce total cost of ownership b. More effective Service Management processes c. Increased success rate of changes and releases for the business. d. Improved quality and consistency of service  

74. ITIL is BE characterized as:a. An international standard b. Good practice scheme c. A qualification scheme d. Academic research.  

75. Which of the following activities is the Service Owner of a specific service responsible for?a. Representing the service in Change Advisory Board meetings. b. Participating in negotiating Service Level Agreements c. Defining the process strategy d. Liaising with the appropriate Process Owners.

76. Which of the following is the CORRECT order of the activities in the 7-Step Improvement Process (first activity first)?

a. 1-Define what you should measure. 2-Define what you can measure. 3-Gather data. 4-Process data. 5-Analyse data. 6-Present information. 7-Implement corrective action.

b. 1- Define what you can measure. 2-Define what you should measure. 3-Gather data. 4-Analyse data. 5-Process data. 6-Present information. 7-Implement corrective action.

c. 1-Define what you should measure.2-Define what you can measure. 3-Gather data. 4-Analyse data. 5-Process data. 6-Present information. 7-Implement corrective action.

d. 1-Define what you can measure. 2-Define what you should measure. 3-gather data.4-Process data-5-Analyse data. 6-Present information.7-Implement corrective action.  

77. Which of the following methods is NOT a deployment approach?a. Big-bank b. Phased c. Pull d. Request

78. Which of the following activities forms part of the Service Portfolio Management process? a. Analyze b. Define c. Approve d. Charter

79. To answer the question “where do we want to be?” in the Continual Service Improvement model, we need to know:

a. The vision of the organizationb. The mission of the business c. The current baseline d. The metrics.

80. Good Service Design is dependent on effective and efficient use of the four Ps – people, processes, partners and: Products

81. Which is the best description of a Service Catalogue? a. A document defining all aspects of an IT Service and its requirements through each

stage of its lifecycle. b. The complete set of services that are managed by a Service Provider c. A database or structured document with information about all live IT services,

including those available for deployment. d. An agreement between an IT Service Provider and the IT customer(s).  

82. Which of the following statements are CORRECT about utility and warranty? a. Utility can be described as what the customer gets. b. Warranty can be defined as “fitness for use”. c. Utility increases the average performance. d. Warranty reduces the variation in performance.

83. The Service Portfolio is the single integrated source of information on the status, interfaces and dependencies of each service used by activities within the following stages in the Service Lifecycle:

a. Service Strategyb. Service Transition c. Service Design d. Service Operation

84. Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure

85. Customers find that during acceptance tests response times do not always meet the level specified in the Service Level Requirement. Nevertheless they decide to introduce the new application. Which process is responsible for the registration and processing of this shortcoming after 'go live'?

a. Capacity Management.b. The application developers.c. Problem Management.d. Service Level Management.

86. The Service Desk is informed that a user has forgotten her password after her holiday. This only affects the one user. The Service Desk and the user are both aware that solving this incident will take only a few minutes. From the information given, you would say that...

a. The impact is highb. The priority is highc. The urgency is highd. Little can be said about impact, priority or urgency

87. The successful diagnosis of a problem results in a known error. On the basis of this known error a request for change may be raised. The known error record may be closed when...

a. A review of the change has led to a satisfactory result.b. The proposal for change is lodged with Change Management.c. The request for change is authorized by the Change Advisory Board.d. Incidents related to the known error don't occur any more.

88. Which statement best describes a Problem?a. One or more Known Errors.b. A known cause of one or more disruptions.c. An unknown cause of one or more incidents.d. A Known Error with one or more incidents.

89. Five major aspects of Service Design:a. Service Solutions Designb. Service Management System and Toolsc. Technology and architecture designd. Process Design e. Measurement Design

90. Find the Odd man: capacity management, Availability, Demand, Service Portfolio Mgnt91. One of your friends is very sound technologically in his project. You had invited him for a session on

Processes of Company. He couldn’t fit his project in any of the process. What could be the reason:a. Extreme Focus on Projectb. Extreme focus on Customerc. Extreme focus on Responsed. Extreme focus on Technology

92. You need to give KT on an application to a new resource in your team. Which of the following you would give least preference

a. Features of the applicationb. What is in scope and out of scope in an applicationc. Roles and responsibilities in a teamd. Skill of the new resource

93. Where is the planning of changes kept up to date : FSC(Forward schedule of changes)94. For the following activities the Service Desk NOT responsible: Root cause identification