Question 1

What should a service always deliver to customers?

Accepted Answer

A)  Applications 
B)  Infrastructure 
C)  Value 
D)  Resources 
A)  Applications 
B)  Infrastructure 
C)  Value 
D)  Resources C

Question 2

Effective release and deployment management enables the service provider to add value to the business by?

Accepted Answer

A)  Ensuring that all assets are accounted for 
B)  Ensures that the fastest servers are purchased 
C)  Delivering change, faster and at optimum cost and minimized risk 
D)  Verifying the accuracy of all items in the configuration management database 
A)  Ensuring that all assets are accounted for 
B)  Ensures that the fastest servers are purchased 
C)  Delivering change, faster and at optimum cost and minimized risk 
D)  Verifying the accuracy of all items in the configuration management database C

Question 3

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

Accepted Answer

A)  1, 3 and 4 only 
B)  2, 3 and 4 only 
C)  1, 2 and 4 only 
D)  1, 2 and 3 only 
A)  1, 3 and 4 only 
B)  2, 3 and 4 only 
C)  1, 2 and 4 only 
D)  1, 2 and 3 only D

Question 4

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Accepted Answer

A)  Service Strategy 
B)  Continual Service Improvement 
C)  Service Operation 
D)  Service Design 
A)  Service Strategy 
B)  Continual Service Improvement 
C)  Service Operation 
D)  Service Design

Question 5

How does Problem Management work with Change Management?

Accepted Answer

A)  By installing changes to fix problems 
B)  By negotiating with Incident Management for changes in IT for Problem resolution 
C)  By issuing RFCs for permanent solutions 
D)  By working with users to change their IT configurations 
A)  By installing changes to fix problems 
B)  By negotiating with Incident Management for changes in IT for Problem resolution 
C)  By issuing RFCs for permanent solutions 
D)  By working with users to change their IT configurations

Question 6

What are the three service provider business models?

Accepted Answer

A)  Internal service provider, outsourced 3rd party and off-shore party 
B)  Internal service operations provider, external service operations provider, shared service unit 
C)  Internal service provider, external service provider, outsourced 3rd party 
D)  Internal service provider, external service provider, shared service unit 
A)  Internal service provider, outsourced 3rd party and off-shore party 
B)  Internal service operations provider, external service operations provider, shared service unit 
C)  Internal service provider, external service provider, outsourced 3rd party 
D)  Internal service provider, external service provider, shared service unit

Question 7

Which of the following would be examined by a major problem review?
1) Things that were done correctly
2) Things that were done incorrectly
3) How to prevent recurrence
4) What could be done better in the future

Accepted Answer

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

Question 8

Which of the following is the BEST definition of a Risk?

Accepted Answer

A)  Something that won't happen 
B)  Something that will happen 
C)  Something that has happened 
D)  Something that might happen 
A)  Something that won't happen 
B)  Something that will happen 
C)  Something that has happened 
D)  Something that might happen

Question 9

Which of the following statements about processes is INCORRECT?

Accepted Answer

A)  They are units of organizations 
B)  They are measurable 
C)  They deliver specific results 
D)  They respond to specific events 
A)  They are units of organizations 
B)  They are measurable 
C)  They deliver specific results 
D)  They respond to specific events

Question 10

Which of the following is MOST concerned with the design of new or changed services?

Accepted Answer

A)  Change management 
B)  Service transition 
C)  Service strategy 
D)  Service design 
A)  Change management 
B)  Service transition 
C)  Service strategy 
D)  Service design

Question 11

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Accepted Answer

A)  Services and Infrastructure 
B)  Applications and Infrastructure 
C)  Resources and Capabilities 
D)  Utility and Warranty 
A)  Services and Infrastructure 
B)  Applications and Infrastructure 
C)  Resources and Capabilities 
D)  Utility and Warranty

Question 12

Which of the following should NOT be a concern of Risk Management?

Accepted Answer

A)  To ensure that the organization can continue to operate in the event of a major disruption or disaster 
B)  To ensure that the workplace is a safe environment for its employees and customers 
C)  To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss 
D)  To ensure only the change requests with mitigated risks are approved for implementation 
A)  To ensure that the organization can continue to operate in the event of a major disruption or disaster 
B)  To ensure that the workplace is a safe environment for its employees and customers 
C)  To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss 
D)  To ensure only the change requests with mitigated risks are approved for implementation

Question 13

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

Accepted Answer

A)  The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development 
B)  The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development 
C)  The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment 
D)  Service Catalogue and Service Portfolio are different names for the same thing 
A)  The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development 
B)  The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development 
C)  The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment 
D)  Service Catalogue and Service Portfolio are different names for the same thing

Question 14

A plan for managing the end of a supplier contract should be created when?

Accepted Answer

A)  The contract is being negotiated 
B)  The contract is about to be ended 
C)  The Supplier Manager decides that there is a risk the contract might need to end soon 
D)  The contract has been agreed 
A)  The contract is being negotiated 
B)  The contract is about to be ended 
C)  The Supplier Manager decides that there is a risk the contract might need to end soon 
D)  The contract has been agreed

Question 15

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

Accepted Answer

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

Question 16

Which of the following models would be MOST useful in helping to define an organizational structure?

Accepted Answer

A)  RACI model 
B)  Service Model 
C)  Continual Service improvement (CSI) model. 
D)  The Deming Cycle 
A)  RACI model 
B)  Service Model 
C)  Continual Service improvement (CSI) model. 
D)  The Deming Cycle

Question 17

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

Accepted Answer

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

Question 18

Which of the following defines the level of protection in Information Security Management?

Accepted Answer

A)  The IT Executive 
B)  The ISO27001 Standard 
C)  The Business 
D)  The Service Level Manager 
A)  The IT Executive 
B)  The ISO27001 Standard 
C)  The Business 
D)  The Service Level Manager

Question 19

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

Accepted Answer

A)  Service Strategy 
B)  Service Design 
C)  Service Operation 
D)  Service Transition 
A)  Service Strategy 
B)  Service Design 
C)  Service Operation 
D)  Service Transition

Question 20

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

Accepted Answer

A)  To decide how IT will engage with suppliers during the service lifecycle 
B)  To proactively prevent all outages to IT services 
C)  To design and build processes which will meet business needs 
D)  To deliver and manage IT services at agreed levels to business users and customers 
A)  To decide how IT will engage with suppliers during the service lifecycle 
B)  To proactively prevent all outages to IT services 
C)  To design and build processes which will meet business needs 
D)  To deliver and manage IT services at agreed levels to business users and customers

What should a service always deliver to customers?

Effective release and deployment management enables the service provider to add value to the business by?

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

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

How does Problem Management work with Change Management?

What are the three service provider business models?

Which of the following would be examined by a major problem review? 1) Things that were done correctly 2) Things that were done incorrectly 3) How to prevent recurrence 4) What could be done better in the future

Which of the following is the BEST definition of a Risk?

Which of the following statements about processes is INCORRECT?

Which of the following is MOST concerned with the design of new or changed services?

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Which of the following should NOT be a concern of Risk Management?

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

A plan for managing the end of a supplier contract should be created when?

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

Which of the following models would be MOST useful in helping to define an organizational structure?

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

Which of the following defines the level of protection in Information Security Management?

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

EXIN Agile Scrum Foundation (EX0-008)

EXIN Cloud Computing Foundation

EXIN DevOps Foundation

ITIL Foundation (syllabus 2011)

Information Security Management Professional based on ISO/IEC

Filters

Exam 5: Information Security Foundation (based on ISO/IEC 27002

What should a service always deliver to customers?

Effective release and deployment management enables the service provider to add value to the business by?

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

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

How does Problem Management work with Change Management?

What are the three service provider business models?

Which of the following would be examined by a major problem review? 1) Things that were done correctly 2) Things that were done incorrectly 3) How to prevent recurrence 4) What could be done better in the future

Which of the following is the BEST definition of a Risk?

Which of the following statements about processes is INCORRECT?

Which of the following is MOST concerned with the design of new or changed services?

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Which of the following should NOT be a concern of Risk Management?

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

A plan for managing the end of a supplier contract should be created when?

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

Which of the following models would be MOST useful in helping to define an organizational structure?

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

Which of the following defines the level of protection in Information Security Management?

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

EXIN Agile Scrum Foundation (EX0-008)

EXIN Cloud Computing Foundation

EXIN DevOps Foundation

ITIL Foundation (syllabus 2011)

Information Security Management Professional based on ISO/IEC

Filters