Question 1

Which of the following is a responsibility of Supplier Management?

Accepted Answer

A)  Development, negotiation and agreement of contracts. 
B)  Development, negotiation and agreement of Organizational Level Agreements 
C)  Development, negotiation and agreement of Service Level Agreements. 
D)  Development, negotiation and agreement of Service Portfolio 
A)  Development, negotiation and agreement of contracts. 
B)  Development, negotiation and agreement of Organizational Level Agreements 
C)  Development, negotiation and agreement of Service Level Agreements. 
D)  Development, negotiation and agreement of Service Portfolio

Question 2

A Service design package (SDP) would normally be produced for which of the following?
1) A new IT service
2) A major change to an IT service
3) An emergency change to an IT service
4) An IT service retirement

Accepted Answer

A)  2, 3 and 4 only 
B)  1, 2 and 4 only 
C)  None of the above 
D)  All of the above 
A)  2, 3 and 4 only 
B)  1, 2 and 4 only 
C)  None of the above 
D)  All of the above

Question 3

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Accepted Answer

A)  Service level agreements (SLAs) 
B)  Third-party contracts 
C)  The service portfolio 
D)  Operational level agreements (OLAs) 
A)  Service level agreements (SLAs) 
B)  Third-party contracts 
C)  The service portfolio 
D)  Operational level agreements (OLAs)

Question 4

Which one of the following is an objective of service catalogue management?

Accepted Answer

A)  Negotiating and agreeing service level agreement 
B)  Negotiating and agreeing operational level agreements 
C)  Ensuring that the service catalogue is made available to those approved to access it 
D)  Only ensuring that adequate technical resources are available 
A)  Negotiating and agreeing service level agreement 
B)  Negotiating and agreeing operational level agreements 
C)  Ensuring that the service catalogue is made available to those approved to access it 
D)  Only ensuring that adequate technical resources are available

Question 5

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Accepted Answer

A)  Do 
B)  Perform 
C)  Implement 
D)  Measure 
A)  Do 
B)  Perform 
C)  Implement 
D)  Measure

Question 6

Where should the following information be stored?
1) The experience of staff
2) Records of user behaviour
3) Supplier's abilities and requirements
4) User skill levels

Accepted Answer

A)  The forward schedule of change 
B)  The service portfolio 
C)  A configuration management database (CMD
B)  
D)  The service knowledge management system (SKMS) 
A)  The forward schedule of change 
B)  The service portfolio 
C)  A configuration management database (CMD
B)  
D)  The service knowledge management system (SKMS)

Question 7

What are the publications that provide guidance specific to industry sectors and organization types known as?

Accepted Answer

A)  The Service Strategy and Service Transition books 
B)  The ITIL Complementary Guidance 
C)  The Service Support and Service Delivery books 
D)  Pocket Guides 
A)  The Service Strategy and Service Transition books 
B)  The ITIL Complementary Guidance 
C)  The Service Support and Service Delivery books 
D)  Pocket Guides

Question 8

Which processes are responsible for the regular review of underpinning contracts?

Accepted Answer

A)  Supplier management and service level management 
B)  Supplier management and change management 
C)  Availability management and service level management 
D)  Supplier management and availability management 
A)  Supplier management and service level management 
B)  Supplier management and change management 
C)  Availability management and service level management 
D)  Supplier management and availability management

Question 9

Which one of the following is the BEST definition of reliability?

Accepted Answer

A)  The availability of a service or component 
B)  The level of risk that affects a service or process 
C)  How long a service or configuration item (CI) can perform its function without failing 
D)  How quickly a service or component can be restored to normal working order 
A)  The availability of a service or component 
B)  The level of risk that affects a service or process 
C)  How long a service or configuration item (CI) can perform its function without failing 
D)  How quickly a service or component can be restored to normal working order

Question 10

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Accepted Answer

A)  Business Value 
B)  Functionality 
C)  IT Assets 
D)  Service Level Requirements 
A)  Business Value 
B)  Functionality 
C)  IT Assets 
D)  Service Level Requirements

Question 11

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Accepted Answer

A)  Service asset and configuration management 
B)  Event management 
C)  Service catalogue management 
D)  Problem management 
A)  Service asset and configuration management 
B)  Event management 
C)  Service catalogue management 
D)  Problem management

Question 12

Which one of the following does service metrics measure?

Accepted Answer

A)  Functions 
B)  Maturity and cost 
C)  The end-to-end service 
D)  Infrastructure availability 
A)  Functions 
B)  Maturity and cost 
C)  The end-to-end service 
D)  Infrastructure availability

Question 13

Which of the following BEST describes a problem?

Accepted Answer

A)  An issue reported by a user 
B)  The cause of two or more incidents 
C)  A serious incident which has a critical impact to the business 
D)  The cause of one or more incidents 
A)  An issue reported by a user 
B)  The cause of two or more incidents 
C)  A serious incident which has a critical impact to the business 
D)  The cause of one or more incidents

Question 14

The BEST description of the purpose of Service Operation is?

Accepted Answer

A)  To decide how IT will engage with suppliers during the Service Management Lifecycle 
B)  To proactively prevent all outages to IT Services 
C)  To deliver and support IT Services at agreed levels to business users and customers 
D)  To design and build processes that will meet business needs 
A)  To decide how IT will engage with suppliers during the Service Management Lifecycle 
B)  To proactively prevent all outages to IT Services 
C)  To deliver and support IT Services at agreed levels to business users and customers 
D)  To design and build processes that will meet business needs

Question 15

What is the entry point or the first level of the V model?

Accepted Answer

A)  Customer / Business Needs 
B)  Service Release 
C)  Service Requirements 
D)  Service Solution 
A)  Customer / Business Needs 
B)  Service Release 
C)  Service Requirements 
D)  Service Solution

Question 16

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Accepted Answer

A)  Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator 
B)  Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator 
C)  Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager 
D)  Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager 
A)  Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator 
B)  Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator 
C)  Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager 
D)  Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

Question 17

Which one of the following is NOT the responsibility of service catalogue management?

Accepted Answer

A)  Ensuring that information in the service catalogue is accurate 
B)  Ensuring that service level agreements are maintained 
C)  Ensuring that information in the service catalogue is consistent with information in the service portfolio 
D)  Ensuring that all operational services are recorded in the service catalogue 
A)  Ensuring that information in the service catalogue is accurate 
B)  Ensuring that service level agreements are maintained 
C)  Ensuring that information in the service catalogue is consistent with information in the service portfolio 
D)  Ensuring that all operational services are recorded in the service catalogue

Question 18

Which of the following is NOT an example of Self-Help capabilities?

Accepted Answer

A)  Requirement to always call the service desk for service requests 
B)  Menu-driven range of self help and service requests 
C)  Web front-end 
D)  A direct interface into the back end process handling software 
A)  Requirement to always call the service desk for service requests 
B)  Menu-driven range of self help and service requests 
C)  Web front-end 
D)  A direct interface into the back end process handling software

Question 19

Which two elements of financial management for IT services are mandatory?

Accepted Answer

A)  Budgeting and charging 
B)  Accounting and charging 
C)  Budgeting and accounting 
D)  Costing and charging 
A)  Budgeting and charging 
B)  Accounting and charging 
C)  Budgeting and accounting 
D)  Costing and charging

Question 20

What is the entry point or the first level of the V model?

Accepted Answer

A)  Service Solution 
B)  Customer / Business Needs 
C)  Service Release 
D)  Service Requirements 
A)  Service Solution 
B)  Customer / Business Needs 
C)  Service Release 
D)  Service Requirements

Which of the following is a responsibility of Supplier Management?

A Service design package (SDP) would normally be produced for which of the following? 1) A new IT service 2) A major change to an IT service 3) An emergency change to an IT service 4) An IT service retirement

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Which one of the following is an objective of service catalogue management?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Where should the following information be stored? 1) The experience of staff 2) Records of user behaviour 3) Supplier's abilities and requirements 4) User skill levels

What are the publications that provide guidance specific to industry sectors and organization types known as?

Which processes are responsible for the regular review of underpinning contracts?

Which one of the following is the BEST definition of reliability?

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Which one of the following does service metrics measure?

Which of the following BEST describes a problem?

The BEST description of the purpose of Service Operation is?

What is the entry point or the first level of the V model?

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Which one of the following is NOT the responsibility of service catalogue management?

Which of the following is NOT an example of Self-Help capabilities?

Which two elements of financial management for IT services are mandatory?

What is the entry point or the first level of the V model?

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

Which of the following is a responsibility of Supplier Management?

A Service design package (SDP) would normally be produced for which of the following? 1) A new IT service 2) A major change to an IT service 3) An emergency change to an IT service 4) An IT service retirement

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Which one of the following is an objective of service catalogue management?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Where should the following information be stored? 1) The experience of staff 2) Records of user behaviour 3) Supplier's abilities and requirements 4) User skill levels

What are the publications that provide guidance specific to industry sectors and organization types known as?

Which processes are responsible for the regular review of underpinning contracts?

Which one of the following is the BEST definition of reliability?

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Which one of the following does service metrics measure?

Which of the following BEST describes a problem?

The BEST description of the purpose of Service Operation is?

What is the entry point or the first level of the V model?

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Which one of the following is NOT the responsibility of service catalogue management?

Which of the following is NOT an example of Self-Help capabilities?

Which two elements of financial management for IT services are mandatory?

What is the entry point or the first level of the V model?

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