Question 1

A business value of Service Transition is:

Accepted Answer

A) Enables a high volume of changes and releases 
B) Quantifies the impact of a loss of service 
C) Protects the interests of those relying on information 
D) Ensures security risks are effectively managed 
A) Enables a high volume of changes and releases 
B) Quantifies the impact of a loss of service 
C) Protects the interests of those relying on information 
D) Ensures security risks are effectively managed

Question 2

Categorization is the unemotional/statistical aspect of Incident Prioritization whereas ___________________ is the human element of Incident Prioritization.

Accepted Answer

A) Incident Management 
B) Impact 
C) Urgency 
D) Escalation 
A) Incident Management 
B) Impact 
C) Urgency 
D) Escalation

Question 3

Which of the following changes is pre-approved and does not require an RFC?

Accepted Answer

A) Standard Change 
B) Normal Change 
C) Emergency Change 
D) VIP Change 
A) Standard Change 
B) Normal Change 
C) Emergency Change 
D) VIP Change

Question 4

The system that contains the entire set of repositories used to manage knowledge and information is called the:

Accepted Answer

A) SKMS 
B) CMS 
C) SKDB 
D) CMMS 
A) SKMS 
B) CMS 
C) SKDB 
D) CMMS

Question 5

The two factors of creating Service Value are:

Accepted Answer

A) Service Utility and Service Stability 
B) Service Stability and Service Affordability 
C) Service Affordability and Service Warranty 
D) Service Utility and Service Warranty 
A) Service Utility and Service Stability 
B) Service Stability and Service Affordability 
C) Service Affordability and Service Warranty 
D) Service Utility and Service Warranty

Question 6

Disaster Recovery Planning is another term for:

Accepted Answer

A) IT Service Recovery Management 
B) IT Service Continuity Management 
C) IT Service Recovery and Continuity Management 
D) CYA 
A) IT Service Recovery Management 
B) IT Service Continuity Management 
C) IT Service Recovery and Continuity Management 
D) CYA

Question 7

Which perspective of ITSM takes into consideration the "soft" side of IT?

Accepted Answer

A) Partners/Suppliers Perspective 
B) Products/Technology Perspective 
C) People Perspective 
D) Process Perspective 
A) Partners/Suppliers Perspective 
B) Products/Technology Perspective 
C) People Perspective 
D) Process Perspective

Question 8

Which of the following processes is not included in the Service Strategy lifecycle phase?

Accepted Answer

A) Demand Management 
B) Service Portfolio Management 
C) Package Delivery Management 
D) Financial Management 
A) Demand Management 
B) Service Portfolio Management 
C) Package Delivery Management 
D) Financial Management

Question 9

What is the relationship between the SCD and a CMS?

Accepted Answer

A) Trick question, there is no relationship 
B) The CMS feeds into the SCD 
C) The SCD is integrated into the CMS 
D) Configuration items are missing in both the SCD and CMS 
A) Trick question, there is no relationship 
B) The CMS feeds into the SCD 
C) The SCD is integrated into the CMS 
D) Configuration items are missing in both the SCD and CMS

Question 10

Which of the following is not an objective of Service Design?

Accepted Answer

A) Turn strategic goals into Services and Service Portfolios 
B) Verify new Services have funding 
C) Take a holistic approach to designing Services 
D) Ensure standards are used when designing Services and Processes 
A) Turn strategic goals into Services and Service Portfolios 
B) Verify new Services have funding 
C) Take a holistic approach to designing Services 
D) Ensure standards are used when designing Services and Processes

Question 11

As a Service Level Manager, which of the following is not a challenge you would typically expect to be concerned with?

Accepted Answer

A) Dealing with SLAs that need editing 
B) That underpinning contracts are being ignored 
C) Requests for Change volume 
D) Improvement activities not being followed 
A) Dealing with SLAs that need editing 
B) That underpinning contracts are being ignored 
C) Requests for Change volume 
D) Improvement activities not being followed

Question 12

Which ITIL Service Lifecycle phase provides guidance for the design and development of services?

Accepted Answer

A) Service Design 
B) Service Strategy 
C) Service Transition 
D) Service Operation 
A) Service Design 
B) Service Strategy 
C) Service Transition 
D) Service Operation

Question 13

What are the four perspectives or attributes of IT Service Management (ITSM)?

Accepted Answer

A) Protocols, People, Process, & Products/Technology 
B) Partners/Suppliers, Process, People, & Products/Technology 
C) Procurement, Policies, People, & Production Support 
D) Services Transition, Service Design, Service Strategy, & Service Operation 
A) Protocols, People, Process, & Products/Technology 
B) Partners/Suppliers, Process, People, & Products/Technology 
C) Procurement, Policies, People, & Production Support 
D) Services Transition, Service Design, Service Strategy, & Service Operation

Question 14

A baseline of a configuration that has been formally agreed to and managed through the Change Management process is called:

Accepted Answer

A) Configuration Item 
B) Configuration Baseline 
C) Baseline of Configuration (BO
C)  
D) Service Baseline 
A) Configuration Item 
B) Configuration Baseline 
C) Baseline of Configuration (BO
C)  
D) Service Baseline

Question 15

The RACI model is at the core of ensuring the integration of Processes and Functions. What does RACI abbreviation stand for?

Accepted Answer

A) Responsive, Accountable, Coordinated, & Informed 
B) Responsible, Actionable, Coordinated, & Integrated 
C) Responsibility, Accountability, Consult, & Inform 
D) Reasonable, Accommodating, Cooperative, & Inquisitive 
A) Responsive, Accountable, Coordinated, & Informed 
B) Responsible, Actionable, Coordinated, & Integrated 
C) Responsibility, Accountability, Consult, & Inform 
D) Reasonable, Accommodating, Cooperative, & Inquisitive

Question 16

A Service Package contains all of the following except:

Accepted Answer

A) Service Level Packages 
B) Core Services Package 
C) Supporting Services Package 
D) Service Strategy Packages 
A) Service Level Packages 
B) Core Services Package 
C) Supporting Services Package 
D) Service Strategy Packages

Question 17

Why would an organization use Service Portfolio Management?

Accepted Answer

A) To reduce the number of RFCs 
B) To help define the value IT services provide to the business 
C) To clarify supplier contract provisions 
D) Service Portfolio Management is not a valid ITIL process 
A) To reduce the number of RFCs 
B) To help define the value IT services provide to the business 
C) To clarify supplier contract provisions 
D) Service Portfolio Management is not a valid ITIL process

Question 18

Who is responsible for making sure that the process meets the needs of its purpose and that it produces the right outcomes?

Accepted Answer

A) Process owner 
B) Process manager 
C) Process architect 
D) The person in the cubicle next to me 
A) Process owner 
B) Process manager 
C) Process architect 
D) The person in the cubicle next to me

Question 19

The first step in the CSI Improvement Process is:

Accepted Answer

A) Define what can be measured 
B) Analyze the data 
C) Define what you should measure 
D) Gather the data 
A) Define what can be measured 
B) Analyze the data 
C) Define what you should measure 
D) Gather the data

Question 20

Technical Management is comprised of the following staff:

Accepted Answer

A) Transition specialists and support staff 
B) Technical architects and support staff 
C) Technical architects and transition staff 
D) Technical architects 
A) Transition specialists and support staff 
B) Technical architects and support staff 
C) Technical architects and transition staff 
D) Technical architects

Exam 1: Information Technology Infrastructure Library (ITIL)