Question 1

Removing or restricting rights to use an IT Service is the responsibility of which process?

Accepted Answer

A)  Access Management 
B)  Incident Management 
C)  Request Fulfillment 
D)  Change Management 
A)  Access Management 
B)  Incident Management 
C)  Request Fulfillment 
D)  Change Management

Question 2

Which of the following is the best definition of IT service management?

Accepted Answer

A)  An internal service provider that is embedded within a business unit 
B)  A complete set of all the documentation required to deliver world class services to customers 
C)  Technical implementation of supporting IT infrastructure components 
D)  The implementation and management of quality IT services that meet business needs 
A)  An internal service provider that is embedded within a business unit 
B)  A complete set of all the documentation required to deliver world class services to customers 
C)  Technical implementation of supporting IT infrastructure components 
D)  The implementation and management of quality IT services that meet business needs

Question 3

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Accepted Answer

A)  Only manage Incidents effectively through 1st and 2nd line 
B)  Only manage Incidents effectively through the 1st line 
C)  Only manage Incidents effectively at the 3rd line 
D)  Manage Incidents effectively through 1st, 2nd and 3rd line 
A)  Only manage Incidents effectively through 1st and 2nd line 
B)  Only manage Incidents effectively through the 1st line 
C)  Only manage Incidents effectively at the 3rd line 
D)  Manage Incidents effectively through 1st, 2nd and 3rd line

Question 4

Which of the following would NOT be contained in a release policy?

Accepted Answer

A)  Naming and numbering conventions 
B)  Entry and exit criteria of the release into testing 
C)  Roles and responsibilities for the release 
D)  The risk register for the release 
A)  Naming and numbering conventions 
B)  Entry and exit criteria of the release into testing 
C)  Roles and responsibilities for the release 
D)  The risk register for the release

Question 5

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Accepted Answer

A)  Implementing service and process improvements 
B)  Reviewing measurements and metrics 
C)  Creating a baseline 
D)  Defining measurable targets 
A)  Implementing service and process improvements 
B)  Reviewing measurements and metrics 
C)  Creating a baseline 
D)  Defining measurable targets

Question 6

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Accepted Answer

A)  Service level management 
B)  Service portfolio management 
C)  Request fulfilment 
D)  Demand management 
A)  Service level management 
B)  Service portfolio management 
C)  Request fulfilment 
D)  Demand management

Question 7

Which one of the following is NOT an objective of problem management?

Accepted Answer

A)  Minimizing the impact of incidents that cannot be prevented 
B)  Preventing problems and resulting incidents from happening 
C)  Eliminating recurring incidents 
D)  Restoring normal service operation as quickly as possible 
A)  Minimizing the impact of incidents that cannot be prevented 
B)  Preventing problems and resulting incidents from happening 
C)  Eliminating recurring incidents 
D)  Restoring normal service operation as quickly as possible

Question 8

The consideration of business outcomes and value creation are principles of which part 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 9

Which of the following is NOT a benefit of using public frameworks and standards?

Accepted Answer

A)  Knowledge of public frameworks is more likely to be widely distributed 
B)  They are always free ensuring they can be implemented quickly 
C)  They are validated across a wide range of environments making them more robust 
D)  They make collaboration between organizations easier by giving a common language 
A)  Knowledge of public frameworks is more likely to be widely distributed 
B)  They are always free ensuring they can be implemented quickly 
C)  They are validated across a wide range of environments making them more robust 
D)  They make collaboration between organizations easier by giving a common language

Question 10

Which process lists "Understanding patterns of business activity" as a major role?

Accepted Answer

A)  Demand Management 
B)  Supplier Management 
C)  Service Desk 
D)  Request Fulfillment 
A)  Demand Management 
B)  Supplier Management 
C)  Service Desk 
D)  Request Fulfillment

Question 11

Which of the following is NOT an objective of the Operations Management function?

Accepted Answer

A)  Swift application of skills to diagnose any IT Operations failures that occur 
B)  Regular scrutiny and improvements to achieve improved service at reduced costs 
C)  First line Incident investigation and diagnosis logged by users 
D)  Maintenance of status quo to achieve stability of day to day processes and activities 
A)  Swift application of skills to diagnose any IT Operations failures that occur 
B)  Regular scrutiny and improvements to achieve improved service at reduced costs 
C)  First line Incident investigation and diagnosis logged by users 
D)  Maintenance of status quo to achieve stability of day to day processes and activities

Question 12

Access Management is closely related to which other processes?

Accepted Answer

A)  Availability Management only 
B)  Information Security Management and 3rd line support 
C)  Information Security Management and Availability Management 
D)  Information Security Management only 
A)  Availability Management only 
B)  Information Security Management and 3rd line support 
C)  Information Security Management and Availability Management 
D)  Information Security Management only

Question 13

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

Accepted Answer

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

Question 14

Which of these statements about Service Desk staff is CORRECT?

Accepted Answer

A)  Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them 
B)  Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained 
C)  The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles 
D)  The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries 
A)  Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them 
B)  Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained 
C)  The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles 
D)  The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Question 15

Which of the following BEST describes a Change Authority?

Accepted Answer

A)  The Change Advisory Board 
B)  A person that provides formal authorisation for a particular type of change. 
C)  A role, person or a group of people that provides formal authorisation for a particular type of change. 
D)  The Change Manager who provides formal authorisation for each change 
A)  The Change Advisory Board 
B)  A person that provides formal authorisation for a particular type of change. 
C)  A role, person or a group of people that provides formal authorisation for a particular type of change. 
D)  The Change Manager who provides formal authorisation for each change

Question 16

Which of these should a change model include?
1) The steps that should be taken to handle the change
2) Responsibilities; who should do what, including escalation
3) Timescales and thresholds for completion of the actions
4) Complaints procedures

Accepted Answer

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

Question 17

Where would you expect incident resolution targets to be documented?

Accepted Answer

A)  A service level agreement (SL
A)  
B)  A request for change (RF
C)  
C)  The service portfolio 
D)  A service description 
A)  A service level agreement (SL
A)  
B)  A request for change (RF
C)  
C)  The service portfolio 
D)  A service description

Question 18

Which of the following are goals of Service Operation?
1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2) The successful release of services into the live environment

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 19

Which one of the following includes four stages called Plan, Do, Check and Act?

Accepted Answer

A)  The Deming Cycle 
B)  The continual service improvement approach 
C)  The seven-step improvement process 
D)  The service lifecycle 
A)  The Deming Cycle 
B)  The continual service improvement approach 
C)  The seven-step improvement process 
D)  The service lifecycle

Question 20

Which of the following statements is CORRECT?

Accepted Answer

A)  The CMS is part of the Configuration Management Data Base (CMD
B)  
B)  The KEDB and the CMS form part of the larger SKMS 
C)  The Service Knowledge Management System (SKMS) is part of the CMS 
D)  The Configuration Management System (CMS) is part of the Known Error Data Base (KED
B)  
A)  The CMS is part of the Configuration Management Data Base (CMD
B)  
B)  The KEDB and the CMS form part of the larger SKMS 
C)  The Service Knowledge Management System (SKMS) is part of the CMS 
D)  The Configuration Management System (CMS) is part of the Known Error Data Base (KED
B)

Removing or restricting rights to use an IT Service is the responsibility of which process?

Which of the following is the best definition of IT service management?

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Which of the following would NOT be contained in a release policy?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which one of the following is NOT an objective of problem management?

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Which of the following is NOT a benefit of using public frameworks and standards?

Which process lists "Understanding patterns of business activity" as a major role?

Which of the following is NOT an objective of the Operations Management function?

Access Management is closely related to which other processes?

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

Which of these statements about Service Desk staff is CORRECT?

Which of the following BEST describes a Change Authority?

Which of these should a change model include? 1) The steps that should be taken to handle the change 2) Responsibilities; who should do what, including escalation 3) Timescales and thresholds for completion of the actions 4) Complaints procedures

Where would you expect incident resolution targets to be documented?

Which of the following are goals of Service Operation? 1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2) The successful release of services into the live environment

Which one of the following includes four stages called Plan, Do, Check and Act?

Which of the following statements is CORRECT?

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

Removing or restricting rights to use an IT Service is the responsibility of which process?

Which of the following is the best definition of IT service management?

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Which of the following would NOT be contained in a release policy?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which one of the following is NOT an objective of problem management?

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Which of the following is NOT a benefit of using public frameworks and standards?

Which process lists "Understanding patterns of business activity" as a major role?

Which of the following is NOT an objective of the Operations Management function?

Access Management is closely related to which other processes?

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

Which of these statements about Service Desk staff is CORRECT?

Which of the following BEST describes a Change Authority?

Which of these should a change model include? 1) The steps that should be taken to handle the change 2) Responsibilities; who should do what, including escalation 3) Timescales and thresholds for completion of the actions 4) Complaints procedures

Where would you expect incident resolution targets to be documented?

Which of the following are goals of Service Operation? 1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2) The successful release of services into the live environment

Which one of the following includes four stages called Plan, Do, Check and Act?

Which of the following statements is CORRECT?

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