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ITIL2

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

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

Implementation of ITIL® service management requires preparing and planning the effective and efficient use of:

A. People, Process, Partners, Suppliers

B. People, Process, Products, Technology

C. People, Process, Products, Partners

D. People, Products, Technology, Partners

What is the MAIN objective of availability management?

A. To monitor and report availability of components

B. To ensure that all targets in the service level agreements (SLAs) are met

C. To guarantee availability levels for services and components

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

The information security policy should be available to which group of people?

A. Senior business managers and all IT staff only

B. Senior business managers, IT executives and the information

C. All customers, users and IT staff

D. Information security management staff only of the business

Which of the following are the 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: On-going management of suppliers

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

Which of the following is the BEST description of an operational level agreement OLA?

A. An agreement between an IT service provider and another part of the same organization that assists in the provision of services

B. A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties

C. An agreement between two service providers about the levels of service required to the customer

D. An agreement between a third party service desk and the IT customer about fix and response times

What is the MAIN purpose of availability management?

A. To monitor and report availability of components

B. To ensure that all targets in the service level agreement (SLA) are met

C. To guarantee availability levels for services and components

D. To ensure that service availability meets the agreed needs of the business

What are the three sub-processes of capacity management?

A. Business capacity management, service capacity management, and component capacity management

B. Supplier capacity management, service capacity management, and component capacity management

C. Business capacity management, service capacity management, and technology capacity management

D. Business capacity management, technology capacity management, and component capacity management

Which of the following is the CORRECT list of the four Ps of service design?

A. Planning, Products, Position, Processes

B. Planning, Perspective, Position, People

C. Perspective, Partners, Problem, People

D. People, Partners, Products, Processes

Which of the following processes are concerned with managing the risks to services? 1: IT service continuity management 2: Information security management 3: Service catalogue management

A. All of the above

B. 1 and 3 only

C. 2 and 3 only

D. 1 and 2 only

Which of the following should a service catalogue contain?

A. The version information of all software

B. The organizational structure of the company

c. Asset information

D. Details of all operational services

Which one of the following activities is part of the service level management SLM process?

A. Designing the configuration management system from a business perspective

B. Creating technology metrics to align with the customer needs

c. Monitoring service performance against service level agreements SLA

D. Training service desk staff how to deal with customer complaints about service

Which processes is responsible for reviewing operational level agreement OLA on regular basis?

A. Supplier management

B. Service level management

C. Service portfolio management

D. Demand management

Which role should ensure that all 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 valid elements of a service design package (SDP)? 1: Agreed and documented business requirements 2: A plan for transition of the service 3: Requirements for new or changed processes 4: Metrics to measure the service

A. 1 only

b. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

Which of the following activities is part of the service level management (SLM) process?

A. Designing the configuration management system from a business perspective

B. Creating technology metrics to align with customer needs

C. Monitoring service performance against service level agreements (SLA)

D. Training service desk staff how to deal with customer complaints about service

Which one of the following should the service catalogue contain?

A. The version information of all software

B. The organization structure of the company

C. Asset information

D. Details of all operational services

Which service lifecycle stage ensures that the measurement methods will provide the required metrics for new or changed services?

A. Service design

b. Service operation

C. Service strategy

D. Service delivery

Input from which processes could be consulted by service level management when negotiating service level agreements (SLA)?

A. All other ITIL processes

B. Capacity management and problem management only

C. Incident management and problem management only

D. Change management, release and deployment management only

Which process would assist with the identification and resolution of any incidents and problems associated with service or component performance?

A. Capacity management

B. Supplier management

C. Technology management Capacity management

D. Change management

Which of the following aspects of service design should be considered when designing a service resolution? 1: Measurement methods and metrics 2: Management information systems and tools 3: Technology architectures 4: The processes required

A. 1 and 2 only

B. 2 and 3 only

C. 2, 3 and 4 only

D. All of the above

Which two processes will be involved the MOST in negotiating and agreeing contracts for the provision of recovery capability to support continual plans?

A. Service level management and Capacity management

B. Supplier management and Service level management

C. IT service continuity management and Service level management

d. IT service continuity management and Supplier management

Which of the following is a type of service level agreement (SLA) described in the ITIL service design publication?

A. Priority based SLA

B. Technology based SLA

C. Location based SLA

D. Customer based SLA

Which of the following activities should a service owner undertake? 1: Representing a specific service across the organization 2: Updating the configuration management system (CMS) after a change 3: Helping to identify service improvements 4: Representing a specific service in change advisory board (CAB) meetings

A. 2, 3 and 4 only

B. 1, 2 and 3 only

C. 1, 3 and 4 only

D. All of the above

Which of the following is NOT a purpose or objective of availability?

A. To monitor and report on the availability of components

B. To ensure that service availability matches the agreed needs of the business

C. To assess the impact of changes on the availability plan

D. To ensure that the business continuity plans are aligned to business objectives

Which one of the following is a CORRECT description of the four Ps of service design?

A. A four step process for the design of effective service management

B. A definition of the people and products required for successful design

C. A set of questions that should be asked when reviewing design specifications

D. Four major areas that need to be considered during service design

Which one of the following statements about supplier management is INCORRECT?

A. Supplier management negotiates operational level agreements (OLA)

B. Supplier management ensures that supplies meet business expectations

C. Supplier management maintains information in a supplier and contractor management information systems

D. Supplier management negotiates external agreements to support the delivery of services

Which one of the following statements is an objective of the design coordination process?

A. To ensure that the service availability targets are met

B. To define, document, agree, monitor, measure and review service levels

C. To provide and maintain a single source of consistent information on all operational services

D. To monitor and improve the performance of the service design lifecycle

What roles are defined in the RACI model?

A. Responsible, Accountable, Consulted, Informed

B. Responsible, Achievable, Consulted, Informed

C. Responsible, Accountable, Consulted, Involved

D. Responsible, Accountable, Corrected, Informed

Which of the following is a responsibility of Supplier Management?

A. Development, negotiation and agreement of Service Level Agreements (SLAs)

B. Development, negotiation and agreement of contracts

C. Development, negotiation and agreement of the Service Portfolio

D. Development, negotiation and agreement of Operational Level Agreements (OLAs)

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A. SLA covers one service, for all the customers of that service

B. SLA covers an individual customer group for all services they use

C. SLA that covers all customers for all services

D. SLA for a service with no customers

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 architectures

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

Within Service Design, what is the key output handed over to Service Transition?

A. Measurement, methods and metrics

B. Service Design Package

C. Service Portfolio Design

D. Process definitions

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

IT Service Continuity strategy should be based on: 1. Design of the service metrics 2. Business continuity strategy 3. Business Impact Analysis 4. Risk assessment

A. 1, 2 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. 1, 3 and 4 only

Access Management is closely related to which other process?

A. Capacity Management only

B. 3rd line support

C. Information Security Management

D. Change Management

Availability Management is directly responsible for the availability of which of the following?

A. IT Services and Components

B. IT Services and Business Processes

C. Components and Business Processes

D. IT Services, Components and Business Processes

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. Service design

B. Service transition

C. Continual service improvement

D. Service operation

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

Which one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that service level agreements are maintained

C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packages

B. Producing quality, secure and resilient designs for new or improved services

C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D. Measuring the effectiveness and efficiency of service design and the supporting processes

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment

A. 1, 2 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. 1, 3 and 4 only

What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and another part of the same organization

B. An agreement between the service provider and an external organization

C. A document that describes to a customer how services will be operated on a day-to-day basis

D. A document that describes business services to operational staff

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A. Service strategy

B. Service design

C. Service transition

D. Service operation

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A. Customer level

B. Service level

C. Corporate level

D. Configuration level

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A. An agreement with an individual customer group, covering all the services that they use

B. An agreement that covers one service for a single customer

C. An agreement that covers service specific issues in a multi-level SLA structure

D. An agreement that covers one service for all customers of that service

Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service provided 3. Responsibilities and dependencies for both parties

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

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