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NEW QUESTION 1
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Change management
- B. Service catalogue management
- C. Supplier management
- D. Release and deployment management
Answer: C
NEW QUESTION 2
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Detection
- C. Prioritization
- D. Escalation
Answer: A
NEW QUESTION 3
What type of improvement should be achieved by using the Deming Cycle?
- A. Rapid, one-off improvement
- B. Return on investment within 12 months
- C. Quick wins
- D. Steady, ongoing improvement
Answer: D
NEW QUESTION 4
Match the following activities with the Deming Cycle stages
1: Monitor, Measure and Review
2: Continual Improvement
3: Implement Initiatives
4: Plan for Improvement
- A. 1 Plan, 2 Do, 3 Check, 4 Act
- B. 3 Plan, 2 Do, 4 Check, 1 Act
- C. 4 Plan, 3 Do, 1 Check, 2 Act
- D. 2 Plan, 3 Do, 4 Check, 1 Act
Answer: C
NEW QUESTION 5
To add value to the business, what are the four reasons to monitor and measure?
- A. Validate; Direct; Justify; Improve
- B. Evaluate; Diagnose; Justify; Intervene
- C. Validate; Direct; Justify; Intervene
- D. Evaluate; Direct; Justify; Improve
Answer: C
NEW QUESTION 6
Customer perceptions and business outcomes help to define what?
- A. The value of a service
- B. Governance
- C. Total cost of ownership (TCO)
- D. Key performance indicators (KPIs)
Answer: A
NEW QUESTION 7
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
- A. The Asset Register
- B. The Service Knowledge Management System
- C. The Known Error Database
- D. The Information Management System
Answer: B
NEW QUESTION 8
Which of the following is NOT defined as part of every process?
- A. Roles
- B. Inputs and outputs
- C. Functions
- D. Metrics
Answer: C
NEW QUESTION 9
Which one of the following does service metrics measure?
- A. Functions
- B. Maturity and cost
- C. The end-to-end service
- D. Infrastructure availability
Answer: C
NEW QUESTION 10
What are underpinning contracts used to document?
- A. The provision of IT services or business services by a service provider
- B. The provision of goods and services by third party suppliers
- C. Service levels that have been agreed between the internal service provider and their customer
- D. Metrics and critical success factors (CSFs) for internal support teams
Answer: B
NEW QUESTION 11
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Support the creation of a portfolio of quantified services
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: A
NEW QUESTION 12
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
- A. Plan
- B. Do
- C. Check
- D. Act
Answer: A
NEW QUESTION 13
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: C
NEW QUESTION 14
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
- A. Service strategy
- B. Service design
- C. Service transition
- D. Service operation
Answer: B
NEW QUESTION 15
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
- A. Definitive Media Library
- B. Definitive Software Store
- C. Service Knowledge Management System
- D. Software Secure Library
Answer: A
NEW QUESTION 16
Which of these statements about resources and capabilities is CORRECT?
- A. Resources are types of service asset and capabilities are not
- B. Resources and capabilities are both types of service asset
- C. Capabilities are types of service asset and resources are not
- D. Neither capabilities nor resources are types of service asset
Answer: B
NEW QUESTION 17
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
- A. Service Portfolio Management
- B. Service Level Management
- C. Component Capacity Management
- D. Demand Management
Answer: D
NEW QUESTION 18
Which of the following is NOT an example of Self-Help capabilities?
- 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
Answer: A
NEW QUESTION 19
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- A. RACI model
- B. Incident model
- C. Continual service improvement (CSI) approach
- D. The Deming Cycle
Answer: A
NEW QUESTION 20
Which process is responsible for sourcing and delivering components of requested standard services?
- A. Request fulfilment
- B. Service portfolio management
- C. Service desk
- D. IT finance
Answer: A
NEW QUESTION 21
Which of the following questions does Service Strategy help answer with its guidance?
1: How do we prioritize investments across a portfolio?
2: What services to offer and to whom?
3: What are the Patterns of Business Activity (PBA)?
- A. 3 only
- B. 1 only
- C. 2 only
- D. All of the above
Answer: D
NEW QUESTION 22
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
- A. Excessive focus on quality
- B. Excessively reactive
- C. Excessively proactive
- D. Excessive focus on cost
Answer: D
NEW QUESTION 23
Which of the following activities would be performed by a process manager?
1: Monitoring and reporting on process performance
2: Identifying improvement opportunities
3: Appointing people to required roles
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: A
NEW QUESTION 24
Which of the following statements MOST correctly identifies the scope of design coordination activities?
- A. Only changes that introduce new services are included
- B. All changes are mandated to be included
- C. Only changes to business critical systems are included
- D. Any changes that would benefit the organization are included
Answer: D
NEW QUESTION 25
Which of the following are the two primary elements that create value for customers?
- A. Value on investment (VOI) and return on investment (ROI)
- B. Customer and user satisfaction
- C. Service requirements and warranty
- D. Resources and capabilities
Answer: D
NEW QUESTION 26
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
- 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
Answer: B
NEW QUESTION 27
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