TEST1

Which of the following is not a recognized source of IT best practices according to ITIL?

A. Proprietary knowledge

B. Industry standard

C. Training

D. Auditors

Which of the following is a reason an organization might want to adopt ITIL best practices?

A. Advice on the technical specification of infrastracture

B. Advice on business strategy

C. Development of programming techniques

D. MManagement of IT services and budgetary controls

Which of the following is the correct description of a service?

A. Restores normal operations as soon as possible

B. Delivers value to customers, without ownership of specific costs and risks

C. Investigates the underlying cause of issues

D. Monitors targets according to contractual obligations

What is this? "The result of carrying out an activity, following a process, or delivering an IT service."

A. procedure

B. Work instruction

C. outcome

D. input

What is an IT service made up of?

A. A combination of information technology, people, and processes

B. A combination of best practices, information technology, and outcomes

C. A combination of best practices, outcomes, and inputs

D. A combination of controls, outcomes, and inputs

Which of these is not a recognized type of service according to ITIL? D. Enhancing service

A. Core service

B. Supplier service

C. Enabling service

D. Enhancing service

Which of these statements is/are correct? 1. Internal services are delivered between departments or business units within the same organization. 2. External services are those delivered to an external customer.

A. 1 only

B. 2 only

C. Both

D. Neither

Which of these statements describes an IT service provider?

A. A third-party service provider delivering components of services

B. A business unit responsible for IT processes

C. A function that provides controls for IT infrastructure

D. A service provider that provides IT services to internal or external customers

Which of these is not a characteristic of a process?

A. Delivers functions

B. Responds to a trigger

C. Delivers a specific result

D. Is measurable

Which of the following is NOT one of the 2011 ITIL core publications?

A. Service Deviation

B. Service Strategy

C. Service Operation

D. Service Transition

What is the RACI model used for?

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

B. Defining requirements for a new service or process

C. Analysing the business impact of an incident

D. Creating a balanced scorecard showing the overall status of of all services

A Service owner is responsible for which of the following?

A. Recommending improvements

B. Designing and documenting a Service

C. Carrying out the Service Operations activities needed to support a Service

D. Producing a balanced scorecard showing the overall status of all Services

Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity

A. All of the above

B. 1 only

C. 2 only

D. None of the above

Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations 2. They are self-contained units with their own capabilities and resources 3. They rely on processes for cross-functional coordination and control 4. They are costlier to implement compared to processes

A. 1, 2 and 3 only

B. 1, 2 and 4 only

C. All of the above

D. None of the above

Which off the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It delivers its primary result to a customer or stakeholder

A. 1, 2, 3 and 4 only

B. 1, 2, 4 and 5 only

C. 1, 3, 4 and 5 only

D. All of the above

Which ITIL process is responsible for drawing up a charging system?

A. Availability Management

B. Capacity Management

C. Financial Management for IT Services

D. Service Level Management

A service level package is best described as?

A. A description of customer requirements used to negotiate a Service Level Agreement

B. A defined level of utility and warranty associated with a core service package

C. A description of the value that the customer wants and for which they are willing to pay

D. A document showing the Service Levels achieved during an agreed reporting period

The contents of a service package includes:

A. Base Service package, Supporting Service Package, Service Level Package

B. Core Service Package, Supporting Process Package, Service Level Package.

C. Core Service Package, Base Service Package, Service Support Package

D. Core Service Package, Supporting Services Package, Service Level Packages

Setting policies and objectives is the primary concern of which of the following of the following elements of the Service Lifecycle?

A. Service Strategy

B. Service Strategy and Continual Service Improvement

C. Service Strategy, Service Transition and Service Operation

D. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Which of the following questions does guidance in Service Strategy help 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

Which role should ensure that process documentation is current and available?

A. The service owner

B. The chief information officer

C. Knowledge management

D. The process owner

Which of the following are key ITIL characteristics that contribute to its success? It is vendor-neutral | It is non-prescriptive | It is a best practice | It is a standard

A. 3 only

B. 1, 2, and 3 only

C. All of the above

D. 2, 3, and 4 only

Which statement about value creation through services is CORRECT?

A. The customer's perception of the service is an important factor in value creation

B. The value of a service can only ever be measured in financial terms

C. Delivering service provider outcomes is important in the value of a servic

D. Service provider preferences drive the value perception of a service

What does 'Warranty of a service' mean?

A. The service is fit for purpose

B. There will be no failures in applications and infrastructure associated with the service

C. All service-related problems are fixed free of charge for a certain period of time

D. Customers are assured of certain levels of availability, capacity, continuity, and security

Which one of the following statements about internal and external customers is MOST correct?

A. External customers should receive better customer service because they pay for their IT services

B. Internal customers should receive better customer service because they pay employee salaries

C. The best customer service should be given to the customer that pays the most money

D. Internal and external customers should receive the level of customer service that has been agreed

Which one of the following is NOT a stage of the service lifecycle?

A. Service optimization

B. Service transition

C. Service design

Service strategy

Which role should ensure that process documentation is current and available?

A. The service owner

B. The chief information officer

C. Knowledge management

D. The process owner

Which of the following are characteristics of every process? It is measurable | It delivers a specific result | It delivers its primary results to a customer or stakeholder

A. 1 and 3 only

B. 1 and 2 only

C. 2 and 3 only

D. All of the above

Which of the following statements about functions are CORRECT? They may include tools | They are groups that use resources to carry out one or more activities | One person or group may perform multiple functions | They are most costly to implement compared to processes

A. 1, 2, and 3 only

B. 1, 2, and 4 only

C. All of the above

D. None of the above

Should a customer's request for a new service ALWAYS be fulfilled?

A. Yes - if they are an external customer as they are paying for the service

B. No - if they are an internal customer as they are not always paying for the service

C. No - it is the responsibility of the service provider to carry out due diligence before requests are fulfilled

D. Yes - the service provider should ensure that all requests for new services are fulfilled

Which of the following could be considered stakeholders in a service management project? Users | Customers | Suppliers | Functions

A. 1 and 2 only

B. 3 and 4 only

C. 2 and 4 only

D. All of the above

Which of the following statements is CORRECT for ALL processes?

A. They define functions as part of their design

B. They deliver results to a customer or stakeholder

C. They are carried out by an external service provider in support of a customer

D. They are units of organizations responsible for specific outcomes

Which of the following areas can be helped by technology? Request management | Service catalog management | Detection and monitoring | Design and modeling

A. 1, 2, and 3 only

B. 1, 3, and 4 only

C. 2, 3, and 4 only

D. All of the above

Which one of the following is the MOST appropriate stakeholder to define the value of a service?

A. Customers

B. IT Senior management

C. Financial management for IT services

D. Suppliers

Which one of the following is a primary purpose of business relationship management?

A. Carrying out operational activities to support services

B. Ensuring all targets within service level agreements are met

C. Maximizing contract value and operational efficiency of the services that are delivered

D. Understanding the customer's needs and ensuring they are met

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. The Finance department

What is the purpose of the service portfolio management process?

A. To capture details of live operational services only

B. To ensure you have an appropriate mix of services to meet the requirements of customers

C. To ensure all services are documented according to the requirements of the business

D. To capture details of retired services only

Which of these statements represents an objective of service portfolio management?

A. Deliver authorized change requests.

B. Maintain records of all service components and their relationships.

C. Maintain the definitive managed portfolio of services provided by the service provider.

D. Provide accurate information about the service level achievements for core services.

Which of these is not part of the scope of service portfolio management?

A. All the services a service provider currently delivers

B. All the projects the customer is planning to deliver

C. All the services a service provider is planning to deliver

D. All the services a service provider has retired from live operation

Which of these statements about service portfolio management is/are correct? 1. Service portfolio management should be responsible for monitoring the performance of the services according to the service level agreements. 2. Service portfolio management should be responsible for evaluating the value of the services provided throughout the whole of their lifecycle. 3. Service portfolio management should be able to compare the merits of the existing services against those that are being planned. 4. Service portfolio management should compare the results of continual service improvement initiatives to decide whether to improve services.

A. 1, 2, and 4

B. 1, 2, and 3

C. 2 and 4

D. 2 and 3

Which of these is not part of the structure of the service portfolio?

A. Service register

B. Service pipeline

C. Service catalog

D. Retired services

What is the purpose of financial management?

A. To agree to the business requirements for managing the finance systems

B. To agree to the operating policies for the finance systems

C. To secure to the appropriate software programs for financial systems

D. To secure to the appropriate funding for IT services

Which of these is/are recommended elements of a business case? 1. Introduction 2. Methods and assumptions 3. Business impacts 4. Risks and contingencies 5. Recommendations

A. 1, 2, 3, 4, and 5

B. 2, 3, 4, and 5

C. 1, 2, 3, and 4

D. 1, 3, and 5

Which of these is a purpose of business relationship management (BRM)?

A. Manage the services provided to a customer

B. Establish a mechanism for recording service requests from the customer

C. Establish a relationship between the service provider and the customer

D. Manage the funding for services provided to a customer

Which of these statements about business relationship management (BRM) is most correct?

A. BRM focuses on the relationship with users through the service desk.

B. BRM monitors the service targets for all services.

C. BRM reviews all service changes.

D. BRM focuses on a high-level relationship with customers.

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