Question 1

Hierarchic escalation is BEST described as?

Accepted Answer

A)  Notifying more senior levels of management about an incident 
B)  Passing an incident to people with a greater level of technical skill 
C)  Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction 
D)  Failing to meet the incident resolution times specified in a service level agreement 
A)  Notifying more senior levels of management about an incident 
B)  Passing an incident to people with a greater level of technical skill 
C)  Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction 
D)  Failing to meet the incident resolution times specified in a service level agreement

Question 2

Which process is responsible for low risk, frequently occurring, low cost changes?

Accepted Answer

A)  Demand management 
B)  Incident management 
C)  Release and deployment management 
D)  Request fulfillment 
A)  Demand management 
B)  Incident management 
C)  Release and deployment management 
D)  Request fulfillment

Question 3

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Accepted Answer

A)  The service level management 
B)  The IT service continuity management 
C)  The service catalogue management 
D)  The supplier management 
A)  The service level management 
B)  The IT service continuity management 
C)  The service catalogue management 
D)  The supplier management

Question 4

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Accepted Answer

A)  The IT director 
B)  The process owner 
C)  The service owner 
D)  The customer 
A)  The IT director 
B)  The process owner 
C)  The service owner 
D)  The customer

Question 5

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Accepted Answer

A)  Service Operation 
B)  Service Strategy 
C)  Service Transition 
D)  Continual Service Improvement 
A)  Service Operation 
B)  Service Strategy 
C)  Service Transition 
D)  Continual Service Improvement

Question 6

When should tests for a new service be designed?

Accepted Answer

A)  At the same time as the service is designed 
B)  After the service has been designed, before the service is handed over to Service Transition 
C)  As part of Service Transition 
D)  Before the service is designed 
A)  At the same time as the service is designed 
B)  After the service has been designed, before the service is handed over to Service Transition 
C)  As part of Service Transition 
D)  Before the service is designed

Question 7

Which of the following are valid parts of the service portfolio?
1) Service pipeline
2) Service knowledge management system (SKMS)
3) Service catalogue

Accepted Answer

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

Question 8

Which of the following is the BEST description of a centralized service desk?

Accepted Answer

A)  The desk is co-located within or physically close to the user community it serves 
B)  The desk uses technology and other support tools to give the impression that multiple desk locations are in one place 
C)  The desk provides 24 hour global support 
D)  There is a single desk in one location serving the whole organization 
A)  The desk is co-located within or physically close to the user community it serves 
B)  The desk uses technology and other support tools to give the impression that multiple desk locations are in one place 
C)  The desk provides 24 hour global support 
D)  There is a single desk in one location serving the whole organization

Question 9

Which of the following areas would not be supported by a Service Design tool?

Accepted Answer

A)  Software design 
B)  Process design 
C)  Environment design 
D)  Strategy design 
A)  Software design 
B)  Process design 
C)  Environment design 
D)  Strategy design

Question 10

Which of the following statements describes the objectives of service asset and configuration management?
1) To identify, control, report and verify service assets and configuration items (CIs)
2) To account for, manage and protect the integrity of service assets and configuration items
3) To establish and maintain an accurate and complete configuration management system
4) To document all security controls together with their operation and maintenance

Accepted Answer

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

Question 11

Which of the following is the CORRECT definition of a Release Unit?

Accepted Answer

A)  A measurement of cost 
B)  A function described within Service Transition 
C)  The team of people responsible for implementing a release 
D)  The portion of a service or IT infrastructure that is normally released together 
A)  A measurement of cost 
B)  A function described within Service Transition 
C)  The team of people responsible for implementing a release 
D)  The portion of a service or IT infrastructure that is normally released together

Question 12

Availability management is directly responsible for the availability of which of the following?

Accepted Answer

A)  IT services and components 
B)  IT services and business processes 
C)  Components and business processes 
D)  IT services, components and business processes 
A)  IT services and components 
B)  IT services and business processes 
C)  Components and business processes 
D)  IT services, components and business processes

Question 13

Which of the following are basic concepts used in access management?

Accepted Answer

A)  Personnel, electronic, network, emergency, identity 
B)  Rights, access, identity, directory services, service/service components 
C)  Physical, personnel, network, emergency, service 
D)  Normal, temporary, emergency, personal, group 
A)  Personnel, electronic, network, emergency, identity 
B)  Rights, access, identity, directory services, service/service components 
C)  Physical, personnel, network, emergency, service 
D)  Normal, temporary, emergency, personal, group

Question 14

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1) An internal service provider embedded within a business unit 2) An internal service provider that provides shared IT services 3) An external service provider

Accepted Answer

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

Question 15

Which one of the following do major incidents require?

Accepted Answer

A)  Separate procedures 
B)  Less urgency 
C)  Longer timescales 
D)  Less documentation 
A)  Separate procedures 
B)  Less urgency 
C)  Longer timescales 
D)  Less documentation

Question 16

Which of the following is NOT a responsibility of service transition?

Accepted Answer

A)  To ensure that a service can be managed, operated and supported within constraints specified by design 
B)  To design and develop capabilities for service management 
C)  To provide quality knowledge of change and release and deployment management 
D)  To plan the resource requirements to manage a release 
A)  To ensure that a service can be managed, operated and supported within constraints specified by design 
B)  To design and develop capabilities for service management 
C)  To provide quality knowledge of change and release and deployment management 
D)  To plan the resource requirements to manage a release

Question 17

Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes 3) Planning and designing a Change to an existing service 4) Planning a technology refresh or software upgrade

Accepted Answer

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

Question 18

A single Release unit, or a structured set of Release units can be defined within:

Accepted Answer

A)  The RACI Model 
B)  A Release Package 
C)  A Request Model 
D)  The Plan, Do, Check, Act (PDC
A)  cycle 
A)  The RACI Model 
B)  A Release Package 
C)  A Request Model 
D)  The Plan, Do, Check, Act (PDC
A)  cycle

Question 19

In terms of adding value to the business, which one of the following describes service operation s contribution?

Accepted Answer

A)  The cost of the service is designed, predicted and validated 
B)  Measures for optimization are identified 
C)  Service value is modeled 
D)  Service value is visible to customers 
A)  The cost of the service is designed, predicted and validated 
B)  Measures for optimization are identified 
C)  Service value is modeled 
D)  Service value is visible to customers

Question 20

Defining the processes needed to operate a new service is part of:

Accepted Answer

A)  Service Design: Design the processes 
B)  Service Strategy: Develop the offerings 
C)  Service Transition: Plan and prepare for deployment 
D)  Service Operation: IT Operations Management 
A)  Service Design: Design the processes 
B)  Service Strategy: Develop the offerings 
C)  Service Transition: Plan and prepare for deployment 
D)  Service Operation: IT Operations Management

Hierarchic escalation is BEST described as?

Which process is responsible for low risk, frequently occurring, low cost changes?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

When should tests for a new service be designed?

Which of the following are valid parts of the service portfolio? 1) Service pipeline 2) Service knowledge management system (SKMS) 3) Service catalogue

Which of the following is the BEST description of a centralized service desk?

Which of the following areas would not be supported by a Service Design tool?

Which of the following is the CORRECT definition of a Release Unit?

Availability management is directly responsible for the availability of which of the following?

Which of the following are basic concepts used in access management?

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1) An internal service provider embedded within a business unit 2) An internal service provider that provides shared IT services 3) An external service provider

Which one of the following do major incidents require?

Which of the following is NOT a responsibility of service transition?

A single Release unit, or a structured set of Release units can be defined within:

In terms of adding value to the business, which one of the following describes service operation s contribution?

Defining the processes needed to operate a new service is part of:

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

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

Hierarchic escalation is BEST described as?

Which process is responsible for low risk, frequently occurring, low cost changes?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

When should tests for a new service be designed?

Which of the following are valid parts of the service portfolio? 1) Service pipeline 2) Service knowledge management system (SKMS) 3) Service catalogue

Which of the following is the BEST description of a centralized service desk?

Which of the following areas would not be supported by a Service Design tool?

Which of the following is the CORRECT definition of a Release Unit?

Availability management is directly responsible for the availability of which of the following?

Which of the following are basic concepts used in access management?

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1) An internal service provider embedded within a business unit 2) An internal service provider that provides shared IT services 3) An external service provider

Which one of the following do major incidents require?

Which of the following is NOT a responsibility of service transition?

A single Release unit, or a structured set of Release units can be defined within:

In terms of adding value to the business, which one of the following describes service operation s contribution?

Defining the processes needed to operate a new service is part of:

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