Question 1

In which of the following situations should a Problem Record be created?

Accepted Answer

A)  An event indicates that a redundant network segment has failed but it has not impacted any users 
B)  An Incident is passed to second-level support 
C)  A Technical Management team identifies a permanent resolution to a number of recurring Incidents 
D)  Incident Management has found a workaround but needs some assistance in implementing it 
A)  An event indicates that a redundant network segment has failed but it has not impacted any users 
B)  An Incident is passed to second-level support 
C)  A Technical Management team identifies a permanent resolution to a number of recurring Incidents 
D)  Incident Management has found a workaround but needs some assistance in implementing it

Question 2

Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1) Monitoring system availability
2) Designing availability into a proposed solution

Accepted Answer

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

Question 3

The consideration of value creation is a principle of which stage of the service lifecycle?

Accepted Answer

A)  Continual service improvement 
B)  Service strategy 
C)  Service design 
D)  Service transition 
A)  Continual service improvement 
B)  Service strategy 
C)  Service design 
D)  Service transition

Question 4

Which process would you MOST expect to be involved in the management of underpinning contracts?

Accepted Answer

A)  Change management 
B)  Service catalogue management 
C)  Supplier management 
D)  Release and deployment management 
A)  Change management 
B)  Service catalogue management 
C)  Supplier management 
D)  Release and deployment management

Question 5

Which of the following can include steps that will help to resolve an incident?
1) Incident model
2) Known error record

Accepted Answer

A)  1 only 
B)  2 only 
C)  Both of the above 
D)  Neither of the above 
A)  1 only 
B)  2 only 
C)  Both of the above 
D)  Neither of the above

Question 6

Which of the following are sources of best practice?
1) Academic research
2) Internal experience
3) Industry practices

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 7

Which Function would provide staff to monitor events in an Operations Bridge?

Accepted Answer

A)  Applications Management 
B)  Service Desk 
C)  Technical Management 
D)  IT Operations Management 
A)  Applications Management 
B)  Service Desk 
C)  Technical Management 
D)  IT Operations Management

Question 8

Which Functions are included in IT operations management?

Accepted Answer

A)  Network management and application management 
B)  Technical management and change management 
C)  IT operations control and facilities management 
D)  Facilities management and release management 
A)  Network management and application management 
B)  Technical management and change management 
C)  IT operations control and facilities management 
D)  Facilities management and release management

Question 9

Which of the following is the BEST reason for categorizing incidents?

Accepted Answer

A)  To establish trends for use in problem management and other IT service management (ITSM) activities 
B)  To ensure service levels are met and breaches of agreements are avoided 
C)  To enable the incident management database to be partitioned for greater efficiency 
D)  To identify whether the user is entitled to log an incident for this particular service 
A)  To establish trends for use in problem management and other IT service management (ITSM) activities 
B)  To ensure service levels are met and breaches of agreements are avoided 
C)  To enable the incident management database to be partitioned for greater efficiency 
D)  To identify whether the user is entitled to log an incident for this particular service

Question 10

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

Accepted Answer

A)  To ensure that a service managed and operated 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 managed and operated 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 11

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Accepted Answer

A)  Business services 
B)  Component services 
C)  Supporting services 
D)  Customer services 
A)  Business services 
B)  Component services 
C)  Supporting services 
D)  Customer services

Question 12

Which of the following is the BEST definition of an Incident?

Accepted Answer

A)  Loss of ability to operate to specification, or to deliver the required output 
B)  A change of state which has significance for the management of a Configuration Item or IT Service 
C)  A warning that a threshold has been reached, something has changed, or a failure has occurred 
D)  An unplanned interruption to an IT service or reduction in the quality of an IT service 
A)  Loss of ability to operate to specification, or to deliver the required output 
B)  A change of state which has significance for the management of a Configuration Item or IT Service 
C)  A warning that a threshold has been reached, something has changed, or a failure has occurred 
D)  An unplanned interruption to an IT service or reduction in the quality of an IT service

Question 13

Which of the following activities are responsibilities of a Supplier Manager? 1) Negotiating and agreeing Contracts 2) Updating the Supplier and Contract database 3) Planning for possible closure, renewal or extension of contracts 4) Managing relationships with internal suppliers

Accepted Answer

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

Question 14

Which is the correct combination of Service Management terms across the Lifecycle?

Accepted Answer

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

Question 15

Which of the following statements is CORRECT?

Accepted Answer

A)  Process owners are more important to service management than service owners 
B)  Service owners are more important to service management than process owners 
C)  Service owners are as important to service management as process owners 
D)  Process owners and service owners are not required within the same organization 
A)  Process owners are more important to service management than service owners 
B)  Service owners are more important to service management than process owners 
C)  Service owners are as important to service management as process owners 
D)  Process owners and service owners are not required within the same organization

Question 16

Which of the following should IT service continuity strategy be based on?
1) Design of the service metrics
2) Business continuity strategy
3) Business impact analysis (BIA)
4) Risk assessment

Accepted Answer

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

Question 17

Which of the following identify the purpose of business relationship management?
1) To establish and maintain a business relationship between service provider and customer
2) To identify customer needs and ensure that the service provider is able to meet

Accepted Answer

A)  Both of the above 
B)  1 only 
C)  2 only 
D)  Neither of the above 
A)  Both of the above 
B)  1 only 
C)  2 only 
D)  Neither of the above

Question 18

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

Accepted Answer

A)  Service Transition 
B)  Risk Management 
C)  IT Service Continuity Management 
D)  Availability Management 
A)  Service Transition 
B)  Risk Management 
C)  IT Service Continuity Management 
D)  Availability Management

Question 19

Within service design, what is the key output handed over to service transition?

Accepted Answer

A)  Measurement, methods and metrics 
B)  Service design package 
C)  Service portfolio design 
D)  Process definitions 
A)  Measurement, methods and metrics 
B)  Service design package 
C)  Service portfolio design 
D)  Process definitions

Question 20

What does a service always deliver to customers?

Accepted Answer

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

In which of the following situations should a Problem Record be created?

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1) Monitoring system availability 2) Designing availability into a proposed solution

The consideration of value creation is a principle of which stage of the service lifecycle?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Which of the following can include steps that will help to resolve an incident? 1) Incident model 2) Known error record

Which of the following are sources of best practice? 1) Academic research 2) Internal experience 3) Industry practices

Which Function would provide staff to monitor events in an Operations Bridge?

Which Functions are included in IT operations management?

Which of the following is the BEST reason for categorizing incidents?

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

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Which of the following is the BEST definition of an Incident?

Which of the following activities are responsibilities of a Supplier Manager? 1) Negotiating and agreeing Contracts 2) Updating the Supplier and Contract database 3) Planning for possible closure, renewal or extension of contracts 4) Managing relationships with internal suppliers

Which is the correct combination of Service Management terms across the Lifecycle?

Which of the following statements is CORRECT?

Which of the following should IT service continuity strategy be based on? 1) Design of the service metrics 2) Business continuity strategy 3) Business impact analysis (BIA) 4) Risk assessment

Which of the following identify the purpose of business relationship management? 1) To establish and maintain a business relationship between service provider and customer 2) To identify customer needs and ensure that the service provider is able to meet

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

Within service design, what is the key output handed over to service transition?

What does a service always deliver to customers?

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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

In which of the following situations should a Problem Record be created?

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1) Monitoring system availability 2) Designing availability into a proposed solution

The consideration of value creation is a principle of which stage of the service lifecycle?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Which of the following can include steps that will help to resolve an incident? 1) Incident model 2) Known error record

Which of the following are sources of best practice? 1) Academic research 2) Internal experience 3) Industry practices

Which Function would provide staff to monitor events in an Operations Bridge?

Which Functions are included in IT operations management?

Which of the following is the BEST reason for categorizing incidents?

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

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Which of the following is the BEST definition of an Incident?

Which of the following activities are responsibilities of a Supplier Manager? 1) Negotiating and agreeing Contracts 2) Updating the Supplier and Contract database 3) Planning for possible closure, renewal or extension of contracts 4) Managing relationships with internal suppliers

Which is the correct combination of Service Management terms across the Lifecycle?

Which of the following statements is CORRECT?

Which of the following should IT service continuity strategy be based on? 1) Design of the service metrics 2) Business continuity strategy 3) Business impact analysis (BIA) 4) Risk assessment

Which of the following identify the purpose of business relationship management? 1) To establish and maintain a business relationship between service provider and customer 2) To identify customer needs and ensure that the service provider is able to meet

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

Within service design, what is the key output handed over to service transition?

What does a service always deliver to customers?

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