58 Online Practice Questions and Answers

Which of the following types of service should be included in the scope of service portfolio management?

1.

Those planned to be delivered

2.

Those being delivered

3.

Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

Which of the following statements about standard changes are CORRECT?

1.

The approach is pre-authorized

2.

The risk is usually low and well understood

3.

Details of the change will be recorded

4.

Some standard changes will be triggered by the request fulfilment process

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

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

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

What are the categories of events described in the ITIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

What BEST describes the value of service transition to the business?

A. It supports the creation of a catalogue of services

B. It leads to gradual and continual improvement in service quality

C. It provides quick and effective access to standard services

D. It results in higher volumes of successful change

What should a release policy include?

A. Roles and responsibilities across all the service transition processes

B. Roles and responsibilities for updating the configuration management database (CMDB)

C. Criteria and authorization to exit early life support and handover to the service operation function

D. How request for changes (RFCs) are approved for software releases in the IT production environment

What should a service design package (SDP) be produced for?

1.

A standard change

2.

A minor change to a service

3.

Removal of a service

4.

A major change to a service

A. 1 and 2

B. 1 and 3

C. 2 and 4

D. 3 and 4

Which of the following are responsibilities of a Service Level Manager?

(1)

Agreeing targets in Service Level Agreements

(2)

Designing the service so it can meet the targets

(3)

Ensuring all needed contracts and agreements are in place

A.

1 and 3 only

B.

All of the above

C.

2 and 3 only

D.

1 and 2 only

Service Acceptance criteria are used to?

A. Ensure the design stage of the Lifecycle

B. Ensure Portfolio Management is in place

C. Ensure delivery and support of a service

D. Ensure service Key Performance Indicators (KPIs) are reported

What should the IT service continuity process primarily support?

A. Critical IT processes

B. All the services in the service portfolio

C. Business continuity strategy

D. Mission critical services at peak business periods

How is a service delivered between departments of same organization classified?

A. Internal Service

B. External Service

C. Mission Critical service

D. Organizational service.

What BEST describes the value of continual service improvement to the business?

A. It supports the creation of a portfolio of quantified services

B. It results in gradual improvement in cost effectiveness

C. It improves governance by building controls into service designs

D. It provides quick and effective access to standard services

Which is NOT a sub-process of capacity management?

A. People capacity management

B. Component capacity management

C. Business capacity management

D. Service capacity management

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

A. An initial baseline assessment

B. The production of a detailed CSI plan

C. Verifying that improvement targets have been achieved

D. Understanding priorities for improvement