Question 1

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Accepted Answer

A)  Customer level 
B)  Service level 
C)  Corporate level 
D)  Configuration level 
A)  Customer level 
B)  Service level 
C)  Corporate level 
D)  Configuration level

Question 2

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

Accepted Answer

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

Question 3

What do customer perceptions and business outcomes help to define?

Accepted Answer

A)  The value of a service 
B)  Governance 
C)  Total cost of ownership (TCO) 
D)  Key performance indicators (KPIs) 
A)  The value of a service 
B)  Governance 
C)  Total cost of ownership (TCO) 
D)  Key performance indicators (KPIs)

Question 4

Which of the following CANNOT be stored and managed by a tool?

Accepted Answer

A)  Data 
B)  Knowledge 
C)  Wisdom 
D)  Information 
A)  Data 
B)  Knowledge 
C)  Wisdom 
D)  Information

Question 5

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Accepted Answer

A)  People, process, partners, performance 
B)  Performance, process, products, problems 
C)  People, process, products, partners 
D)  People, products, perspective, partners 
A)  People, process, partners, performance 
B)  Performance, process, products, problems 
C)  People, process, products, partners 
D)  People, products, perspective, partners

Question 6

Which one of the following is NOT an aim of the change management process?

Accepted Answer

A)  To ensure the impact of changes are understood 
B)  To ensure that changes are recorded and evaluated 
C)  To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) 
D)  To deliver and manage IT services at agreed levels to business users 
A)  To ensure the impact of changes are understood 
B)  To ensure that changes are recorded and evaluated 
C)  To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) 
D)  To deliver and manage IT services at agreed levels to business users

Question 7

Which of the following CANNOT be provided by a tool?

Accepted Answer

A)  Knowledge 
B)  Information 
C)  Wisdom 
D)  Data 
A)  Knowledge 
B)  Information 
C)  Wisdom 
D)  Data

Question 8

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Accepted Answer

A)  A change 
B)  A change model 
C)  A change request 
D)  A change advisory board 
A)  A change 
B)  A change model 
C)  A change request 
D)  A change advisory board

Question 9

The BEST description of the guidance provided by Service Design is?

Accepted Answer

A)  The design and development of new services 
B)  The design and development of service improvements 
C)  The design and development of services and service management processes 
D)  The day-to-day operation and support of services 
A)  The design and development of new services 
B)  The design and development of service improvements 
C)  The design and development of services and service management processes 
D)  The day-to-day operation and support of services

Question 10

Which function or process would provide staff to monitor events in an operations bridge?

Accepted Answer

A)  Technical management 
B)  IT operations management 
C)  Request fulfillment 
D)  Applications management 
A)  Technical management 
B)  IT operations management 
C)  Request fulfillment 
D)  Applications management

Question 11

Availability Management is responsible for availability of the:

Accepted Answer

A)  Services and Components 
B)  Services and Business Processes 
C)  Components and Business Processes 
D)  Services, Components and Business Processes 
A)  Services and Components 
B)  Services and Business Processes 
C)  Components and Business Processes 
D)  Services, Components and Business Processes

Question 12

Which is the correct definition of a customer facing service?

Accepted Answer

A)  One which directly supports the business processes of customers 
B)  A service that cannot be allowed to fail 
C)  One which is not covered by a service level agreement 
D)  A service not directly used by the business 
A)  One which directly supports the business processes of customers 
B)  A service that cannot be allowed to fail 
C)  One which is not covered by a service level agreement 
D)  A service not directly used by the business

Question 13

Which one of the following statements is CORRECT?

Accepted Answer

A)  The configuration management system is part of the known error database 
B)  The service knowledge management system is part of the configuration management system 
C)  The configuration management system is part of the service knowledge management system 
D)  The configuration management system is part of the configuration management database 
A)  The configuration management system is part of the known error database 
B)  The service knowledge management system is part of the configuration management system 
C)  The configuration management system is part of the service knowledge management system 
D)  The configuration management system is part of the configuration management database

Question 14

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

Accepted Answer

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 (RF
C)  that is low-risk and which can be approved by the change manager without a change advisory board (CA
B)  meeting 
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 (RF
C)  that is low-risk and which can be approved by the change manager without a change advisory board (CA
B)  meeting

Question 15

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Accepted Answer

A)  Only changes that introduce new services are included 
B)  All changes are mandated to be included 
C)  Only changes to business critical systems are included 
D)  Any changes that would benefit the organization are included 
A)  Only changes that introduce new services are included 
B)  All changes are mandated to be included 
C)  Only changes to business critical systems are included 
D)  Any changes that would benefit the organization are included

Question 16

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Accepted Answer

A)  Strategic customers 
B)  External customers 
C)  Valued customers 
D)  Internal customers 
A)  Strategic customers 
B)  External customers 
C)  Valued customers 
D)  Internal customers

Question 17

Which of the following is NOT an aim of the Change Management process?

Accepted Answer

A)  Overall business risk is optimized 
B)  Standardized methods and procedures are used for efficient and prompt handling of all Changes 
C)  All budgets and expenditures are accounted for 
D)  All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system 
A)  Overall business risk is optimized 
B)  Standardized methods and procedures are used for efficient and prompt handling of all Changes 
C)  All budgets and expenditures are accounted for 
D)  All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

Question 18

What are the categories of event described in the ITIL service operation book?

Accepted Answer

A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive 
A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive

Question 19

Which of the following statements about standard changes are CORRECT?
1) The approach is pre-authorized
2) The risk is usually low and well understood
3) Details of the change will be recorded
4) Some standard changes will be triggered by the request fulfilment process

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 20

Which of the following is NOT one of the five individual aspects of service design?

Accepted Answer

A)  The design of the service portfolio, including the service catalogue 
B)  The design of new or changed services 
C)  The design of market spaces 
D)  The design of the technology architectures 
A)  The design of the service portfolio, including the service catalogue 
B)  The design of new or changed services 
C)  The design of market spaces 
D)  The design of the technology architectures

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

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

What do customer perceptions and business outcomes help to define?

Which of the following CANNOT be stored and managed by a tool?

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Which one of the following is NOT an aim of the change management process?

Which of the following CANNOT be provided by a tool?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

The BEST description of the guidance provided by Service Design is?

Which function or process would provide staff to monitor events in an operations bridge?

Availability Management is responsible for availability of the:

Which is the correct definition of a customer facing service?

Which one of the following statements is CORRECT?

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

Which of the following statements MOST correctly identifies the scope of design coordination activities?

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Which of the following is NOT an aim of the Change Management process?

What are the categories of event described in the ITIL service operation book?

Which of the following statements about standard changes are CORRECT? 1) The approach is pre-authorized 2) The risk is usually low and well understood 3) Details of the change will be recorded 4) Some standard changes will be triggered by the request fulfilment process

Which of the following is NOT one of the five individual aspects of service design?

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

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

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

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

What do customer perceptions and business outcomes help to define?

Which of the following CANNOT be stored and managed by a tool?

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

Which one of the following is NOT an aim of the change management process?

Which of the following CANNOT be provided by a tool?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

The BEST description of the guidance provided by Service Design is?

Which function or process would provide staff to monitor events in an operations bridge?

Availability Management is responsible for availability of the:

Which is the correct definition of a customer facing service?

Which one of the following statements is CORRECT?

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

Which of the following statements MOST correctly identifies the scope of design coordination activities?

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Which of the following is NOT an aim of the Change Management process?

What are the categories of event described in the ITIL service operation book?

Which of the following statements about standard changes are CORRECT? 1) The approach is pre-authorized 2) The risk is usually low and well understood 3) Details of the change will be recorded 4) Some standard changes will be triggered by the request fulfilment process

Which of the following is NOT one of the five individual aspects of service design?

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