Question 1

The remediation plan should be evaluated at what point in the change lifecycle?

Accepted Answer

A)  Before the change is approved 
B)  Immediately after the change has failed and needs to be backed out 
C)  After implementation but before the post implementation review 
D)  After the post implementation review has identified a problem with the change 
A)  Before the change is approved 
B)  Immediately after the change has failed and needs to be backed out 
C)  After implementation but before the post implementation review 
D)  After the post implementation review has identified a problem with the change

Question 2

With which process is problem management likely to share categorization and impact coding systems?

Accepted Answer

A)  Incident management 
B)  Service asset and configuration management 
C)  Capacity management 
D)  IT service continuity management 
A)  Incident management 
B)  Service asset and configuration management 
C)  Capacity management 
D)  IT service continuity management

Question 3

Which one of the following is the BEST definition of the term service management?

Accepted Answer

A)  A set of specialized organizational capabilities for providing value to customers in the form of services 
B)  A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 
C)  The management of functions within an organization to perform certain activities 
D)  Units of organizations with roles to perform certain activities 
A)  A set of specialized organizational capabilities for providing value to customers in the form of services 
B)  A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 
C)  The management of functions within an organization to perform certain activities 
D)  Units of organizations with roles to perform certain activities

Question 4

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Accepted Answer

A)  Each stage should be carried out once in the order Plan-Do-Check-Act 
B)  There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement 
C)  There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement 
D)  The entire cycle should be repeated multiple times to implement Continual Improvement 
A)  Each stage should be carried out once in the order Plan-Do-Check-Act 
B)  There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement 
C)  There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement 
D)  The entire cycle should be repeated multiple times to implement Continual Improvement

Question 5

Identity and Rights are two major concepts involved in which one of the following processes?

Accepted Answer

A)  Access Management 
B)  Facilities Management 
C)  Event Management 
D)  Demand Management 
A)  Access Management 
B)  Facilities Management 
C)  Event Management 
D)  Demand Management

Question 6

Which of the following is NOT an objective of request fulfillment?

Accepted Answer

A)  To provide information to users about what services are available and how to request them 
B)  To update the service catalogue with services that may be requested through the service desk 
C)  To provide a channel for users to request and receive standard services 
D)  To source and deliver the components of standard services that have been requested 
A)  To provide information to users about what services are available and how to request them 
B)  To update the service catalogue with services that may be requested through the service desk 
C)  To provide a channel for users to request and receive standard services 
D)  To source and deliver the components of standard services that have been requested

Question 7

Which of these statements about resources and capabilities is CORRECT?

Accepted Answer

A)  Resources are types of service asset and capabilities are not 
B)  Resources and capabilities are both types of service asset 
C)  Capabilities are types of service asset and resources are not 
D)  Neither capabilities nor resources are types of service asset 
A)  Resources are types of service asset and capabilities are not 
B)  Resources and capabilities are both types of service asset 
C)  Capabilities are types of service asset and resources are not 
D)  Neither capabilities nor resources are types of service asset

Question 8

Which of the following are classed as stakeholders in service management?
1) Customers
2) Users
3) Suppliers

Accepted Answer

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

Question 9

Which of the following is the BEST definition of the term service management?

Accepted Answer

A)  A set of specialized organizational capabilities for providing value to customers in the form of services 
B)  A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 
C)  The management of functions within an organization to perform certain activities 
D)  Units of organizations with roles to perform certain activities 
A)  A set of specialized organizational capabilities for providing value to customers in the form of services 
B)  A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 
C)  The management of functions within an organization to perform certain activities 
D)  Units of organizations with roles to perform certain activities

Question 10

What is the objective of Access Management?

Accepted Answer

A)  To provide security staff for Data Centers and other buildings 
B)  To manage access to computer rooms and other secure locations 
C)  To manage access to the Service Desk 
D)  To manage the right to use a service or group of services 
A)  To provide security staff for Data Centers and other buildings 
B)  To manage access to computer rooms and other secure locations 
C)  To manage access to the Service Desk 
D)  To manage the right to use a service or group of services

Question 11

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Accepted Answer

A)  To ensure that a service can be managed and operated in accordance with constraints specified during design 
B)  To design and develop capabilities for service management 
C)  To provide good-quality knowledge and information about services 
D)  To plan the resources required to manage a release 
A)  To ensure that a service can be managed and operated in accordance with constraints specified during design 
B)  To design and develop capabilities for service management 
C)  To provide good-quality knowledge and information about services 
D)  To plan the resources required to manage a release

Question 12

Which types of communication would the functions within service operation use?
1) Communication between data centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication

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 13

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Accepted Answer

A)  Employers 
B)  Stakeholders 
C)  Regulators 
D)  Accreditors 
A)  Employers 
B)  Stakeholders 
C)  Regulators 
D)  Accreditors

Question 14

To add value to the business, what are the four reasons to monitor and measure?

Accepted Answer

A)  Validate; Direct; Justify; Improve 
B)  Evaluate; Diagnose; Justify; Intervene 
C)  Validate; Direct; Justify; Intervene 
D)  Evaluate; Direct; Justify; Improve 
A)  Validate; Direct; Justify; Improve 
B)  Evaluate; Diagnose; Justify; Intervene 
C)  Validate; Direct; Justify; Intervene 
D)  Evaluate; Direct; Justify; Improve

Question 15

Which of the following processes are performed by the service desk?
1) Capacity management
2) Request fulfillment
3) Demand management
4) Incident management

Accepted Answer

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

Question 16

What are the two major processes in Problem Management?

Accepted Answer

A)  Technical and Service 
B)  Resource and Proactive 
C)  Reactive and Technical 
D)  Proactive and Reactive 
A)  Technical and Service 
B)  Resource and Proactive 
C)  Reactive and Technical 
D)  Proactive and Reactive

Question 17

Which process is responsible for the availability, confidentiality and integrity of data?

Accepted Answer

A)  Service catalogue management 
B)  Service asset and configuration management 
C)  Change management 
D)  Information security management 
A)  Service catalogue management 
B)  Service asset and configuration management 
C)  Change management 
D)  Information security management

Question 18

Which statement about Service Level Agreements (SLAs) is CORRECT?

Accepted Answer

A)  They must contain legal wording because of their importance 
B)  There should always be a separate SLA for each specific customer 
C)  The wording must be clear and concise to allow no room for ambiguity 
D)  Changes to the SLA can only be requested by the customer 
A)  They must contain legal wording because of their importance 
B)  There should always be a separate SLA for each specific customer 
C)  The wording must be clear and concise to allow no room for ambiguity 
D)  Changes to the SLA can only be requested by the customer

Question 19

Which of the following statements is CORRECT?

Accepted Answer

A)  IT Service Continuity Management can only take place once Business Continuity Management has been established 
B)  Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management 
C)  Business Continuity Management and IT Service Continuity Management must be established at the same time 
D)  IT Service Continuity Management is not required when IT is outsourced to a third party provider 
A)  IT Service Continuity Management can only take place once Business Continuity Management has been established 
B)  Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management 
C)  Business Continuity Management and IT Service Continuity Management must be established at the same time 
D)  IT Service Continuity Management is not required when IT is outsourced to a third party provider

Question 20

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Accepted Answer

A)  Continual service improvement 
B)  Change management 
C)  Service level management 
D)  Availability management 
A)  Continual service improvement 
B)  Change management 
C)  Service level management 
D)  Availability management

The remediation plan should be evaluated at what point in the change lifecycle?

With which process is problem management likely to share categorization and impact coding systems?

Which one of the following is the BEST definition of the term service management?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Identity and Rights are two major concepts involved in which one of the following processes?

Which of the following is NOT an objective of request fulfillment?

Which of these statements about resources and capabilities is CORRECT?

Which of the following are classed as stakeholders in service management? 1) Customers 2) Users 3) Suppliers

Which of the following is the BEST definition of the term service management?

What is the objective of Access Management?

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Which types of communication would the functions within service operation use? 1) Communication between data centre shifts 2) Communication related to changes 3) Performance reporting 4) Routine operational communication

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

To add value to the business, what are the four reasons to monitor and measure?

Which of the following processes are performed by the service desk? 1) Capacity management 2) Request fulfillment 3) Demand management 4) Incident management

What are the two major processes in Problem Management?

Which process is responsible for the availability, confidentiality and integrity of data?

Which statement about Service Level Agreements (SLAs) is CORRECT?

Which of the following statements is CORRECT?

Which process is responsible for discussing reports with customers showing whether services have met their targets?

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 remediation plan should be evaluated at what point in the change lifecycle?

With which process is problem management likely to share categorization and impact coding systems?

Which one of the following is the BEST definition of the term service management?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Identity and Rights are two major concepts involved in which one of the following processes?

Which of the following is NOT an objective of request fulfillment?

Which of these statements about resources and capabilities is CORRECT?

Which of the following are classed as stakeholders in service management? 1) Customers 2) Users 3) Suppliers

Which of the following is the BEST definition of the term service management?

What is the objective of Access Management?

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Which types of communication would the functions within service operation use? 1) Communication between data centre shifts 2) Communication related to changes 3) Performance reporting 4) Routine operational communication

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

To add value to the business, what are the four reasons to monitor and measure?

Which of the following processes are performed by the service desk? 1) Capacity management 2) Request fulfillment 3) Demand management 4) Incident management

What are the two major processes in Problem Management?

Which process is responsible for the availability, confidentiality and integrity of data?

Which statement about Service Level Agreements (SLAs) is CORRECT?

Which of the following statements is CORRECT?

Which process is responsible for discussing reports with customers showing whether services have met their targets?

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