ITIL
ITIL
ITIL
answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design
Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services,
technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements
of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service
Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting
processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time
is part of which process?
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT
services
B.To ensure that sufficient capacity is provided to deliver the agreed performance
of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT
services
Answer: D
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the
effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request
Fulfilment process?
A.The sourcing and delivering of the components of requested standard services
(e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for
which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of
services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design
standards
Answer: D
QUESTION :12. How many numbered steps are in the Continual Service Improvement
(CSI) process?
A.7
B.4
C.6
D.11
Answer: A
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service
Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by
ISO/IEC 20000
Answer: B
Answer: D
QUESTION :17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
Answer: D
QUESTION :18. Which of the following areas would technology help to support during
the Service Operation
phase of the Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
C.1, 3 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :19. Which of the following are the two primary elements that create value
for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
Answer: D
Answer: A
QUESTION :21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
Answer: B
Answer: B
QUESTION :23. Which of the following statements BEST describes a Definitive Media
Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration
Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-
ups are stored and protected
Answer: B
QUESTION :24. One organisation provides and manages an entire business process or
function for another
organisation. This is know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
Answer: C
QUESTION :25. Which Service Design process makes the most use of data supplied by
Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
D.Capacity Management
Answer: D
QUESTION :26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management
Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and
customers
Answer: D
Answer: A
Answer: A
QUESTION :29. The group that authorises Changes that must be installed faster than
the normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
QUESTION :30. Which of the following statements BEST describes the aims of Release
and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by
Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set
of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed,
tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed
service
Answer: A
age 3
QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
Answer: B
QUESTION :35. Which of the following functions would be responsible for management
of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D
Answer: B
QUESTION :38. Which of the following BEST describes when a Known Error record
should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has
been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be
found
D.Immediately following the Problem resolution, so a permanent historical record of
all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a
non-standard activity,
that will cause them to miss an agreed service level target. How should they
respond?
A.Refuse the request because they must operate the service to meet the agreed
service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be
defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem
or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low
cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management
process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of
all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
Page 4
QUESTION :46. Which of the following is NOT one of the five individual aspects of
Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architecture and management systems
Answer: C
QUESTION :47. One of the five major aspects of Service Design is the design of
service solutions. Which of the
following does this include?
A.Only capabilities needed and agreed
B.Only resources and capabilities needed
C.Only requirements needed and agreed
D.Requirements, resources and capabilities needed and agreed
Answer: D
QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B
Answer: D
QUESTION :50. Which of the following models would be most useful in helping to
define an organisational structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
QUESTION :51. Which of the following is NOT the responsibility of the Service
Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information
in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
QUESTION :52. Which of the following delivery strategies is described as, "Formal
arrangements between two
or more organisations to work together to design, develop, transition, maintain,
operate and/or support IT services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
TestInside EX0-101
Answer: C
QUESTION :53. To add value to the business, what are the four reasons to monitor
and measure?
A.Validate; Direct; Justify; Intervene
B.Report; Manage; Improve; Extend
C.Manage; Monitor; Diagnose; Intervene
D.Plan; Predict; Report; Justify
Answer: A
QUESTION :54. Which of the following provides resources to resolve operational and
support issues during
Release and Deployment?
A.Early Life Support
B.Service Test Manager
C.Evaluation
D.Release Packaging and Build Manager
Answer: A
Answer: C
QUESTION :56. Who owns the specific costs and risks associated with providing a
service?
A.The Service Provider
B.The Service Level Manager
C.The Customer
D.Resources
Answer: A
QUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining
policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
QUESTION :58. Which of the following is MOST concerned with the design of new or
changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
QUESTION :59. Which of the following are benefits that implementing Service
Transition could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
Answer: C
QUESTION :60. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
Answer: C
Page 5
QUESTION :61. Which of the following are activities that would be carried out by
Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement
Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and
Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of
Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent
Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
Answer: C
QUESTION :65. Which of the following is the BEST definition of the term Service
Management?
A.A set of specialised organisational capabilities for providing value to customers
in the form of services
B.A group of interacting, interrelated, or independent components that form a
unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational
capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and
specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management
implementation
Answer: A
QUESTION :70. What would be the next step in the Continual Service Improvement
(CSI) Model after:
Answer: A
QUESTION :72. Which activities are carried out in the "Where do we want to be?"
step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.Defining measurable targets
Answer: D
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