Sample Questions

Front 1

What does the 'Service V model' represent?

Back 1

Levels of testing required to deliver a Service Capability

Front 2

The priority of an Incident is described as?

Back 2

The relative importance of the Incident based on impact and urgency

Front 3

What is the role of the Emergency Change Advisory Board (ECAB)?

Back 3

To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved

Front 4

Who is responsible for the Continual Improvement of the service?

Back 4

A Service Owner

Front 5

Operations Control refers to?

Back 5

Overseeing the execution and monitoring of IT operational events and activities

Front 6

What is the main reason for establishing a Baseline?

Back 6

For later comparison

Front 7

What Best describes the purpose of Event Management?

Back 7

The ability to detect events, make sense of them and determine the appropriate control action

Front 8

What is the main objective of Availability Management?

Back 8

To ensure that service availability matches or exceeds the agreed needs of the business

Front 9

What are the characteristics of every process?

Back 9

It is measurable,It delivers a specific result,It responds to a specific event,It delivers its primary results to a customer or stakeholder.

Front 10

There are 7 different sourcing strategies that a company can use. What is the newest form of outsourcing?

Back 10

Knowledge Process Outsourcing

Front 11

Service Pipeline and Service Catalog are two parts of what?

Back 11

The Service Portfolio

Front 12

True or False:
Continual Service Improvement (CSI) provides guidance on how to improve process efficiency and effectiveness.

Back 12

True

Front 13

True or False:
CSI provides guidance on how to improve services.

Back 13

TRUE

Front 14

True or False:
CSI provides guidance on the improvement of all phases of the Service Lifecycle

Back 14

True

Front 15

True or False:
CSI provides guidance on the measurement of processes and services

Back 15

True

Front 16

True or False:
Service Optimization is one of the ITIL core publications?

Back 16

False

Front 17

True or False:
Service Transition is one of the ITIL core publications?

Back 17

True

Front 18

True or False:
Service Design is one of the ITIL core publications?

Back 18

True

Front 19

True or False:
Service Portfolio is one of the ITIL core publications?

Back 19

False

Front 20

What BEST describes a Local Service Desk structure?

Back 20

A Service Desk that is situated in the same location as the users it serves

Front 21

What are the three types of Change?

Back 21

Standard Change, Normal Change, Emergency Change

Front 22

What are the three main types of metrics as defined in Continual Service Improvement (CSI)?

Back 22

Process Metrics, Service Metrics, and Technology Metrics.

Front 23

Why should monitoring and measuring be used when trying to improve services?

Back 23

To validate, direct, justify and intervene

Front 24

What is the RACI model used for?

Back 24

Documenting the roles and relationships of stakeholders in a process or activity

Front 25

In the CORRECT order, what are the first four activities in the 7 Step Improvement Process?

Back 25

Define what you should measure, define what you can measure, gather data and process data

Front 26

True or False:
Only one person can be responsible for an activity

Back 26

False

Front 27

True or False:
Only one person can be accountable for an activity

Back 27

True

Front 28

What is the goal of Service Asset and Configuration Management?

Back 28

Provide a logical model of the IT Infrastructure, correlating IT services and different IT components needed to deliver the services

Front 29

What is the CORRECT sequence of events in choosing a technology tool?

Back 29

Requirements; Selection Criteria; Evaluate; Select.

Front 30

What are the four stages of the Deming Cycle are?

Back 30

Plan, Do, Check, Act

Front 31

What is the BEST definition of an event?

Back 31

An occurrence that is significant for the management of the IT Infrastructure or delivery of services

Front 32

How does Incident Management add value to the business?

Back 32

Contributing to the reduction of impact of service outages

Front 33

Big Bang versus Phased,Push and Pull,and Automated versus Manual are considered within which process?

Back 33

Release and Deployment Management

Front 34

True or False:
Incident Management is part of the Service Operation process?

Back 34

True

Front 35

True or False:
Facilities Management is part of the Service Operation process?

Back 35

False

Front 36

True or False:
Request Fulfillment is part of the Service Operation process?

Back 36

True

Front 37

What are the Five Service Operation processes?

Back 37

Incident Management, Problem Management, Access Management, Event Management, and Request Fulfillment.

Front 38

Setting policies and objectives is the primary concern of whatelement of the Service Lifecycle?

Back 38

Service Strategy

Front 39

True or False:
The Service Level Manager is responsible for ensuring that all non-operational services are recorded within the Service Catalog.

Back 39

False

Front 40

True or False:
The Service Level Manager is responsible for negotiating and agreeing Service Level Agreement.

Back 40

True

Front 41

True or False:
The Service Level Manager is responsible for assisting with the production and maintenance of an accurate Service Catalog

Back 41

True

Front 42

True or False:
The Service Level Manager is responsible for thorough testing to ensure that services are designed to meet business needs

Back 42

False

Front 43

True or False:
Thorough testing to ensure that services are designed to meet business needs is NOT an objective of Service Operation.

Back 43

True

Front 44

True or False:
To deliver and support IT services is NOT an objective of Service Operation.

Back 44

False

Front 45

True or False:
To manage the technology used to deliver services is an objective of Service Operation.

Back 45

True

Front 46

True or False:
Supplier Management negotiates internal and external agreements to support the delivery of services.

Back 46

False

Front 47

True or False:
Supplier Management maintains information in a Supplier and Contract Database

Back 47

True

Front 48

What is A RFC?

Back 48

Request for Change

Front 49

What is a SAC?

Back 49

Service Acceptance Criteria

Front 50

What is SDP?

Back 50

Service Design Package

Front 51

Define Request for Change.

Back 51

A formal proposal for a change to be made. An RFC includes details of the proposed change, and may be
recorded on paper or electronically.

Front 52

Define Service Acceptance Criteria

Back 52

A set of criteria used to ensure that an IT Service meets its functionality and quality requirements and that
the IT Service Provider is ready to operate the new IT service when it has been deployed.

Front 53

Define Service Design Package (SDP)

Back 53

Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A
SDP is produced for each new IT service, major change, or IT service requirement.

Front 54

What are the 7R's of Change Management?

Back 54

RAISED, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIP

Front 55

What is a Normal Change?

Back 55

A change that follows all of the steps of the change process

Front 56

What is a Standard Change?

Back 56

A pre-approved change that is low risk, relatively common and follows a procedure or work instruction.

Front 57

What is an Emergency Change?

Back 57

A change that must be introduced as soon as possible; e.g. to resolve a major incident or implement a
security patch.

Front 58

What is a Change Advisory Board (CAB)?

Back 58

A dynamic group of people (depending on the change) that approve Changes with medium to high priority,
risk and impact.

Front 59

What is a Release?

Back 59

A collection of hardware, software, documentation, processes or other components required to implement
one or more approved changes to IT services.

Front 60

What is a Release Unit?

Back 60

Components of an IT service that are normally released together, e.g. one release unit could be a Desktop
PC, including hardware, software, licenses, documentation etc.

Front 61

What is DML?

Back 61

Definitive Media Library

Front 62

Define Definitive Media Library.

Back 62

One or more locations in which the definitive and approved versions of all software configurations items are
securely stored. The DML may also contain associated CIs such as licenses and documentation.

Front 63

What is a Configuration Management Database (CMDB)?

Back 63

A database used to store configuration records throughout their lifecycle.

Front 64

What is Fit for Purpose?

Back 64

Describes whether the process, CI, IT service etc. is capable of meeting its objectives or service levels.

Front 65

What is a Test?

Back 65

The activity that verifies that a CI, IT Service, process etc. meets its specified or agreed requirements.

Front 66

What is Validation?

Back 66

The activity that ensures a new or changed IT service, process, plan or other deliverable meets the needs of
the business. Validation ensures that business requirements are met even though these may have changed
since the original design phase.

Front 67

What is an Evaluation?

Back 67

Responsible for assessing a new or changes IT service to ensure that risks have been managed and to help
determine whether to proceed with the change.