Question Details

Pre-Assessment 
Correct 
Q 1: Which of the following is a process improvement approach that provides organizations with the essential elements for effective process improvement and guides process improvement across a project, a division, or an entire organization? 
Capability Maturity Model Integration
Service Portfolio
Six Sigma
COBIT
Q 2: Which of the following describe the basic concept of Integrity in Security Management? 
The accessibility to the data 
The protection of the data 
The capacity to verify the correctness of the data 
The correctness of the data
Q 3: Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors? 
Availability management 
Problem Management
Q 4: The Business has submitted requirements for a new ERP system. Which authority is responsible for documenting the Service Level Requirements (SLRs) with the Business delegate? 
Service Owner 
Project Management 
Service Level Manager 
Service Level Management 
Q 5: Where are the details of a workaround documented? 
Problem Record 
Operational Level Agreement 
Service Level Agreement 
Known Error 
Q 6: Which of the following processes are involved under the COBIT framework?
Each correct answer represents a complete solution. Choose all that apply.
Correcting all risk issues 
Conducting IT risk assessments 
Managing the IT workforce 
Developing a strategic plan 
Q 7: Which of the following are the advantages of Deming Cycle?
Each correct answer represents a complete solution. Choose all that apply.
It is a problem solving process. 
It is used during the design phase. 
It provides continuous improvement. 
It is used for quality control
Q 8: Which of the following roles in Service Design defines a blueprint for the future development of the technological landscape? 
The Supplier Manager 
The Application Analysts and Architects 
The IT Architect 
Technical Analysts/Architects
Q 9: Which of the following are the benefits of the ISO/IEC 20000-1 standard?
Each correct answer represents a complete solution. Choose all that apply.
It can be used for a service provider to improve the design, transition, delivery, and improvement of services by proper implementation and operation of the service management system (SMS). 
It is used to document a policy manual and determine and maintain the necessary infrastructure in order to ensure quality and customer property protection requirements. 
It can be used for a service provider to monitor, measure, and review the service management processes and services. 
It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled
Q 10: The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer's business is fulfilled. Which of the following are the sub-processes of the Capacity Management?
Each correct answer represents a complete solution. Choose all that apply.
Resource Capacity Management 
Service Capacity Management 
Business Capacity Management 
Internal Capacity Management 
Q 11: Which of the following sub-processes of Service Portfolio Management is used to define the overall goals that the service provider should pursue in its development? 
Strategic Planning 
Service Portfolio Update 
Service Strategy Definition 
Strategic Service Assessment 
Q 12: Which of the following processes is used to involve Identity and Rights as the two major concepts? 
Access Management 
Event Management 
Release Management 
IT Facilities Management 
Q 13: Which of the following offer integration opportunities linking with the CMS, system, application management tools, service dashboard, and reporting tools? 
IT service management systems 
Six Sigma systems 
CMMI systems 
Business Process Management systems
Q 14: What is the correct sequence of steps for the CSI approach? 
1. Did we get there? 
2. How do we keep the momentum going?
3. How do we get there?
4. Where do we want to be?
5. What is the vision?
6. Where are we now?
4, 5, 3, 6, 1, 2 
4, 5, 6, 3, 2, 1 
5, 4, 6, 3, 1, 2 
5, 6, 4, 3, 1, 2 
Q 15: Which of these are valid service provider types according to ITIL? 
1. Internal
2. Shared services
3. Fully outsourced
1 and 2 
2 and 3 
1, 2, and 3 
1 and 3 
Q 16: The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer's business is fulfilled. Which of the following are the sub-processes of the Capacity Management?
Each correct answer represents a complete solution. Choose all that apply.
Service Capacity Management 
Business Capacity Management 
Internal Capacity Management 
Resource Capacity Management 
Q 17: What is the name specified to the type of charging where no money is exchanged inter-departmentally mainly involving the IT Department & the customer? 
Chargeback 
Full Charging 
Notional Charging 
No Charging 
Q 18: In which of the following is defining the processes required to operate a new service? 
Service Design: Design the processes 
Service Operation: IT Operations Management 
Service Strategy: Develop the offerings 
Service Transition: Plan and prepare for deployment 
Q 19: Which of the following ITIL processes is responsible for determining the hardware requirements in order to support an application? 
Capacity Management 
Configuration Management 
Change Management 
Software Asset Management 
Q 20: Where are the details of a workaround documented? 
Known Error 
Service Level Agreement 
Operational Level Agreement 
Problem Record 
Q 21: At which phase of the release and deployment process would you expect to receive feedback on the success or failure of the release? 
Release and deployment planning 
Deployment 
Review and close 
Release build and test 
Q 22: Which services are displayed in the service catalog? 
Operational IT services 
Obsolete IT services 
Business services 
Retired services 
Q 23: Availability Management deals with the day-to-day availability of services. Which of the following are the activities of Availability Management?
It determines the reason of availability failures. 
It analyzes business requirements for availability of business systems. 
It meets SLAs by ensuring service availability. 
It coordinates the changes. 
Q 24: In which of the following approaches of Service Desk does the location of Service Desk is immaterial? 
Local Service Desk 
Centralized Service Desk 
Apparent Service Desk 
Virtual Service Desk 
Q 25: Metrics define what is to be measured and reported to help manage a process or service. Which of the following are the types of metrics? Each correct answer represents a part of the solution. Choose all that apply. 
Technology 
Service 
Process 
Definitive Media Library 
Q 26: The Service Level Management (SLM) process defines, agrees, records, and manages levels of service. Which of the following are the objectives of the Service Level Management process?
It describes the services offered to the customer in a terminology that the customers can easily understand. 
It aligns IT strategy according to the business needs. 
It improves IT Service Delivery in a controlled way. 
It plans the successful roll-out of software and associated hardware. 
Q 27: Which of the following processes is accountable for monitoring an IT service and detecting when the performance drops beneath adequate limits? 
Service asset and configuration management 
Event management 
Service request management 
Service level management 
Q 28: Which of the following is identified as a metric type by continual service improvement? 
Business metrics 
Process metrics 
Relationship metrics 
Infrastructure metrics 
Q 29: Which of the following are the costs of implementing Release Management?
Each correct answer represents a complete solution. Choose all that apply.
Cost related to software tools and used hardware 
Storage cost for the purpose of Definitive Software Library (DSL) or Definitive Hardware Store (DHS), building, testing, and distribution environments 
Personnel cost 
Cost of operation activities, for updating the Service Level Agreements, the Service Quality Plan, and the service catalogue 
Q 30: Which of the following roles in Service Design is responsible for ensuring the confidentiality, integrity, and availability of an organization's assets, information, data, and IT services? 
The IT Service Continuity Manager 
The IT Security Manager 
The Compliance Manager 
The Availability Manager 
Q 31: Which of the following is a benefit of using ITIL?
The costs of the IT Services can be controlled more efficiently 
The quality of the IT Services can be controlled more efficiently 
It is possible to charge for IT Services 
The users can influence the IT organization providing the IT Services 
Q 32: Which of the following is the central repository of the IT organization's data, information, and knowledge? 
Compliance Management 
Service Knowledge Management System 
Knowledge Management 
Supplier and Contract Database 
Q 33: Availability Management deals with the day-to-day availability of services. Which of the following takes over when a 'disaster' situation occurs? 
Service Reporting 
Service Level Management 
Capacity Management 
Service Continuity Management 
Q 34: Financial Management for IT Services defines which of the following major cost types?
Each correct answer represents a complete solution. Choose all that apply. 
Accommodation 
People 
Customer service 
CRM 
Hardware 
Software 
Q 35: Which of the following activities in the Problem Management process is responsible for generating Requests for Change (RFCs)? 
Problem Control Process 
Business Transaction Management 
Error Control 
Problem Management Process 
Q 36: Who is responsible for signing off on project closure documents? 
sponsor 
End user 
Project manager 
Project team members 
Q 37: Which of the following features are identified by a Business Impact Analysis?
Each correct answer represents a complete solution. Choose all that apply.
It identifies necessary resources that are required to allow continuity of critical business processes. 
It identifies possible escalations caused due to any damage or loss. 
It identifies the critical business processes and essential business functions. 
It identifies a policy that exists on the financial management of services. 
Q 38: Which of the following is the objective for the planning and implementation of new or changed services? 
It is used to define and control service and infrastructure components and maintain accurate configuration information. 
It is used to produce agreed, timely, reliable, and accurate reports for the purpose of decision making and effective communication. 
It ensures that new services and changes to the services will be delivered and managed at the agreed cost and service quality. 
It ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. 
Q 39: Which process is responsible for recording relationships between service components? 
Incident management 
Service portfolio management 
Service asset and configuration management 
Service level management 
Q 40: Which of the following is used to continually improve the process performance by taking actions? 
Check 
Do 
Plan 
Act 
Q 41: Which of the following are the outputs for Change Management?
Each correct answer represents a complete solution. Choose all that apply.
Triggers for Configuration Management and Release Management 
Updated change planning 
CMDB information 
Change Management reports 
Q 42: Which of the following defines customer perceptions and business outcomes? 
Customer Relationship Management 
Total Cost of Ownership (TCO) 
Key Performance Indicators (KPIs) 
Service Value 
Q 43: What are the two aspects of operations management? 
Resource management and capability management 
Facilities management and operations control 
Resource management and operations control 
Facilities management and infrastructure management 
Q 44: The goal of Change Management is to ensure that standardized methods and procedures are used for efficient handling of all changes. Which of the following are Change Management terminologies?
Change 
Service Request Management 
Request for Change 
Forward Schedule of Changes 
Q 45: Which one of these statements about the service portfolio is correct? 
The service portfolio is used to provide information on costs, benefits, and issues for input into a business case. 
The service portfolio is used to manage improvements to all IT services. 
The service portfolio is a database of the infrastructure used for managing service assets. 
The service portfolio is used to manage all changes to IT services. 
Q 46: The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information. Which of the following are the activities of Configuration Management?
Each correct answer represents a complete solution. Choose all that apply.
Management & Planning 
Control 
Performing a Trend Analysis 
Status Accounting 
Q 47: The primary aim of Incident Management is to ensure a quick recovery of the system. It supervises and directs the internal or external resources. Which of the following are the activities of Incident Management?
It provides the proactive prevention of problems. 
It behaves as an interface towards other technicians, customer technical staff, and other groups within the organization. 
It keeps track and record of the time lines. 
It assures that the other activities do not take away the focus on the incident resolution.