1. Which role is responsible of carrying out the activities of a process?

Process practitioner
2. At which stage of the service lifecycle should the process necessary to operate a
new service be defined?
Service design: Design the process
3. why are public frameworks, such as ITIL, attractive when compared to proprietary
knowledge?
Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
4. Which of the following is an objective of business relationship management?
To ensure high levels of customer satisfaction
5. Which of the following best describles service strategies value to the business?
enabling the service provider to have a clear understanding of what levels of service
will make their customer successful
6. which two processes will contribute most to enabling effective problem
detection?
incident and event management
7. Which of the following would be used to communicate a high level description of
a major change that involved significant cost and risk to the organization
Change proposal
8. Which of the following should be documented in an incident model?
Chronological order of steps to resolve the incident
9. which one of the following would not be defined as part of every process?
Function
10. which process is responsible for recording the current details, status, interface
and dependencies of all services that are being run or being prepared to run in the
live environment?
Service catalogue management
11. a process owner has been identified with an "I" in a RACI matrix, which one of
the following would be expected of them?

Be kept up to date on the progress of an activitiy

12. which one of the following do technology metrics measure?
Components
13. which process includes business, services and component sub-processes?
capacity management
14. Which one of the following is not part of the service design stage of the service
lifecycle?
Design ing and maintenainting all necessary service transition packages
15. which process is responsible for managing relationships with vendors?
Supplier manager
16.which of the following are the main objectives of incident management?
To restore normal service operation as quickly as possible
to minimize adverse impacts on business operations
17. which of the following types of service should be included in the scope of service
portfolio management?
those planned to be delivered
those being delivered
those that have been withdrawn from service
18. what body exits to support the authorization of changes and to assist change
management in the assessment and pritization of changes?
The change advisory board
19. which process is responsible for discussing reports with customers showing
whether services have met their targets?
Service level management
20. availability management is directly responsible for the availability of which of
the following?
IT services and components
21. what type of baseline captures the structure, contents and details of the
infrastructure and represents a set of items that are related to each other?

22. which of the following are reasons why ITIL succesful?

ITIL is vendor neutral
It does not prescrible action
ITIL represents best practice
23. The consideration of value creation is a principle of which stage of the service
lifecycle?
Service strategy
24. which process is responsible for dealing with complaints, comments, and
general enquiries from users?
Request fulfilment
25. Which one of the following contains information that is passed to service
transition to enable the implementation of a new service?
A service design packet
26. which process would be used to compare the value that newer services have
offered over those they have replaced?
Service portfolio management
27. Hierarchic escalation is best described as?
Notifying more senior levels of management about an incident
28. which one of the following functions would be responsible for the management
of a data centre?
Technical management
29. which process will regularly analyse incident data to identify discernable trends?
Problem management
30. which is the correct definition of a customer facing service?
One which directly supports the business processes of customers
31. Which one of the following is an objective of service catalogue management?
Ensuring that the service catalogue is made available to those approved to access it
32. Which of the following statements best describes the aims of release and
deployment management

To build test and deliver the capability to provide the services specified by service
design
33. The effective management of risk requires specific types of action. Which of the
following pairs of action would be best to management risk?
Identification of risk, analysis and management of the exposure to risk
34. Which of the following is an enabler of best practice?
Technology
35. Where would you expect incident resolution targets to be documented?
A service level agreement (SLA)
36. Which of the following provide value to the business from service strategy?
Enabling the service to have a clear understanding of what levels of server will
make their customer's successful
enabling the service provider to respond quickly and effectively to changes in the
business environment
37. Which one of the following is concerned with policy and direction?
Governance
38. Which of the following is the best definition of IT service management?
The implementation and management of quality IT services that meet business
needss
39. Which of the following is service transition planning and support not responsible
for?
Detailed planning of the build and test of individual changes
40. what are underpinning contracts used to document?
the provision of goods and services by third party supplier
41. In which document would you expect to see an overview of actual service
achievements against target?
SLA monitoring chart (SLAM)
42. Which process would ensure that utility and warranty requirements are properly
addressed in service designs?

Design coordination
43. Which of the following areas would technology help to support during the
service lifecycle?
Data mining and workflow
measurement and reporting
release and deployment
process design
44. the addition, modification or removal of an authorized , planned or supported
servie or service component and its associated documention is definition of what?
A change
45. with which process is problem management likely to share categorization and
impact coding systems?
Incident management
46. which process is responsible for low risk, frequently occurring, low cost
changes?
Request fulfilment
47. Which function or process would provide staff to monitor events in an operations
bridge?
IT operation management
48. Which of the following is not an objective of continual service improvement?
Conduct activities to deliver and manage services at agreed levels to business user
49. Which process is responsible for sourcing and delivering components of request
standard services?
request fulfilment
50. Which one of the following activities does application management perform?
Ensuring that the required functionality is available to achieve the required business
outcome
51. Which of the following statements most correctly identifies the scope of design
coordination activities?

Any change that the organization believes could benefit

52. What are customers of IT services who work in the same organization as the
service provider known as?
Internal customer
53. in which core ITIL publication can you find detailed descriptions of service
catalogue management, information security management and supplier
management?
Service design
55. Which of the following would be examined by a major problem review?
Things that were done correctly
things that were done incorrectly
how to prevent recurrence
what could be done better in the future
56. Which of these should a change model include?
the steps that should be taken to handle the change
responsibility;who should do what; including escaltion
timescale and threshoulds for completion of the action
57. which of the following statement about service asset and configuration
management is/are correct?
A configuration item can exits as part of any numbers other CIs at the same time
Choosing which CIs to record will depend on the level of control an organization
wishes to exert
58. which of the following are types of service defined in ITIL?
Enabling
core
enhancing
59. which one of the following is not a characteristic of a process?
it structure an organization

60. in which of the following should details of a workaround be documented?

The problem record
61. What is the primary focus of the business management?
Future business requirements for IT service are quantified, designed, planned and
implemented in a timely fashion
62. Which process has the purpose to ensure that, by managing the risks which
could seriously affect IT service, the IT service provider can always provide
minimum agreed business-related service levels?
IT service continuity management
63. which one of the following is the best description of a service request?
a request from a user for information, advice or for standard change
64. what is the best description of the purpose of the service operation stage of the
service lifecycle?
to deliver and manage IT services at agreed levels to business users and customers
65. In terms of adding value to the business, which one of the following describes
service operation contribution?
service value is visible to customers
66. Which one of the following is not a responsible of the service transition stage of
the service lifecycle?
To design and develop capabilities for service management
67. which of the following are managed by facilities management?
hardware within a data centre or computer room
power and cooling equipment
recovery sites
67. which state of the service lifecycle is most concerned with defining policies and
objectives?
Service design
68. which one of the following is the best definition of reliability?
How long a service or configuration item CI can perform t function without failing

69. which one of the following is not the responsibility of service catalogue
management?
Ensuring that service level agreements are maintained
70.which of the following should IT service continuity strategy be based on?
Business continuity strategy
business impact analyst BIA
risk assesment
71. which one of the following is an objective of service transition?
To ensure that service changes create the expected business value
72. Which one of the following is the best definition of an event?
any change of state that has significance of the management of configuration item
or IT service
73. Which of the following availability management activities is/are considered to be
proactive as oppposed to reactive?
Designing availability into proposed solution
74. The multi level SLA is a three layer structure. Which one of the following layers
is not part of this type of SLA?
Configuration level
75. Which one of the following is not a responsibility of the service transaction stage
of the service lifecycle?
to design and develop capabilities for service management
76. which process will perform risk analysis and review of all suppliers and contracts
on a regular basic?
the supplier management
77.The experiences, ideas , insights and values of individual are examples of which
level of understanding within knowledge management?
Knowledge
78. Which process are responsible for the regular review of underpinning contracts?
supplier management and service level management

79. which one of the following is the best description of service based service level
agreement?
An agreement that covers one service for all customers of that service
80. who is responsible for defining metrics for change management?
the change management process owner
81. Which of the following are within the scope of service asset and configuration
management?
Identification configuration items
recording relationships between
recording and control of virtual
82. which of the following is the best description of service base service level
agreement?
The SLA covers one services , for all the customers of that service
83. what is the act of transforming resources and capabilities into valuable service
better known as?
service managment
84. Which of the following identifies the purpose of design coordination?
provide a single point of control all activities and process within the service stage of
the lifecycle
85. Which of the following statements is correct for every process?
it delivers its primary results to a customer or stakeholder
86. Which of the following is not an objective of request fulilment?
To update service catalogue with service that may be requested through the service
desk
87. which process would you most expect to be involved in the management of
underpinning contracts?
Supplier management
88. A service design packet SDP would normally be produced for which of the
following?

A new IT service
a major change to an IT service
an IT service retirement
89. Which of the following are benefits to the business of implementing service
transition?
Better reuse and sharing of assets across project and resources
Result in higher volume of successful changes
90. which of the following processes are performed by the service desk?
Request fulfillment
Incident management
91. Remediation planning is best described in which of the following ways?
Planning the steps required to be taken if a change is unsuccessful
92. Which problem management activity ensures that a problem can be easily
tracked and management information can be obtained?
Categorization
93. Which of the following is the best description of a centralized service desk?
there is a single desk in one location serving the whole organization
94. which of the following would not be contained in a release policy?
The risk register for the release
95. which reason describle why ITIL is so successful?
It is not tied to any particular vendor platform
96. Which two elements of financial management for IT services are mandatory?
Budgeting and accounting
97. Which of the following statements describes the objectives of service asset and
configuration management?
To identify, control, report and verify service assets and configuration item
to account for, manage and protect the integrity of service assets and configuration
items

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98. Which of the following statement about the service owner is incorrect?
Carries out the day -to- day monitoring and operation of the service they own
99. Which functions are included in IT operations management?
IT operations control and facilities management
100. The definitive media library is the responsibility of ?
Service asset and configuration management
101. Which of the folowing are types of service defined in ITIL?
core and enabling
102. Which of the following can include steps that will help to resolve an incident?
Incident model
know error record
103. Which types of communication would the functions within service operation
use?
Communication between data centre shifts
communication related to changes
performance reporting
Routine operational communication
104. where would all the possible service improvement opportunities be record?
CSI register
105. Which of the following is not a benefit of using public frameworks and
standards?
They are always free ensuring they can be implemented quickly
106. Which of the following statements about process is incorrect?
They are units of organizations
107. which process has the following objective "Establish new or changed services
into supported environments within the predicted cost, time and resource
estimates" ?

Service transition planning and support

108. What are customers of an IT service provider who purchase services in terms
of a legally binding contract known as?
External customer
109. In which core publication can you find detailed description of SLM,Availability
management, supplier management and IT service continuity management
Service design
110. service assets are used to create value. which of the following are the major
types of service asset?
resources and capabilities
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111. a plan for managing the end of a supplier contract should be created when?
the contract is being negotiated
112. Which other area of the lifecycle in order to answer the quesion "Did we get
there"
Service operation
agreeing targets in service level agreements
ensuring all needed contracts and agreements are in place
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113. In many organizations the role of incident manager is assigned to the service
desk?
Manage incidents effective through 1st, 2nd and 3 rd line
114. The main purpose of the service portfolio is to describe service in terms of ?
Business value
115. application management plays a role in all applications. One of the key
decisions to which they contribute is?
Whether to buy an application or build it
116. service acceptance criteria are used to?
Ensure delivery and support of a service

117. Which process is responsible for frequency occcuring changes where risk and
cost are low?
Request fulfilment
118. how does problem management work with change management?
by issuing RFCs for permanent solutions
119. The best description of the guidance provided by service design is?
The design and development of service and service management processes
120. To add value to the business, what are the four reasons to monitor and
measure?
Validate, direct, justify intervene
121. one of the five major aspects of service design is the design of service
solutions, it includes?
Requirements, resources ad capabilities needed and agreed
122. Staff in an IT department are experts in managing specific technology, but
none of them know what services are offered to the business, what imbalance does
this represent?
Extreme internal focus
123. Which of these is not a responsibility of application management?
ensuring that the correct skills are available to manage the infrastructure
124. Contracts relating to an outsourced data centre would be managed by?
Facilities management
125. An IT department is under pressure to cut costs,As a result, the quality of
service has started to suffer. What imbalance does this represent?
excessive focus on cost
126. " Service management is a set of specialized organizational capabilities for
providing value to customers in the form of services" These specialized
organizational capabibilites include which of the following?
Function and processes
127. How is service catalogue used to add value to the service provider
organization?

providing a central source of information on the IT services delivered

128. Which of the following is the goal or purpose of service level management?
To ensure that an agreed level of IT service is provided for all current IT services
129. which of the following is a responsible of supplier management?
development, negotiaion and agreement of contracts
130. which of the following areas would not be supported by a service design tool?
process design
131. which function would provide staff to monitor events in an operations bridge?
Technical management
132. The difference between a SLA and OLA:
SLA is legally binding, an OLA is a best efforts agreement
133. Which of the following statement about communication within service
opeartion are correct?
All communication must have an intended purpose or resultant action
communication should not take place within a clear audience
134. access management is closely related to which other processes?
information security management and availability management
135. Which of the following is one of the primary objectives of service trategy?
to provide detailed specifications for the design of IT service
136. Which is the correct list for three levels of a multi level service level agreement
SLA?
Corporate, customer, service
137. In which of the following situations should a problem be created?
A technical management team identifies a permanent resolution to a number of
recurring incidents
138. Understanding the level of risk during and after change and providing
confidence in the degree of compliance with governance requirements during
change are both ways of adding business through which part of the service
lifecycle?

Service transition
139. Which of the following defines the level of protection in information security
management?
The business
140. which of these would fall outside the scope of typical service change
management process?
A change to a business process that depends on IT services
141. There are four types of metrics that can be used to measure the capability and
performance of process. Which of the four metrics is missing from the list below?
Compliance
142.Which of following should be available to the service desk?
know error data
change schedules
service knowledge management system
the output from monitor tools
143. planning and managing the resources required to deploy a release into
production" is a purpose of which part of the service lifecycle?
Service Transition
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144. which part of the service lifecycle is responsible for coordinating and carrying
out the actvities and process required to deliver and manager services at agreed
levels to business users and customers?
service operation
145. What are the publications that provide guidance specific to industry sectors
and organization types known as?
the ITIL complementary guidance
146. Which statement about service level agreements SLAs is correct?
The wording must be clear and concise to allow no room for ambiguity
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147. Which role is accountable for a specific service within an organization?

The service owner
148. Which of the following activities are responsibilities of a supplier manager?
Negotiating and agreeing contracts
updating the supplier and contract database
planning for possible closure, renewal or extension of contracts
149. When should tests for a new service be designed?
at the same time as the service is designed
150. what is most likely to cause a loss of faith in the service level management
process?
inclusion of items in the SLA that can not be effective measured
151. What type of improvement should be achieved by using the deming cycle?
Steady, ongoing improvement
152. Which process is responsible for controlling, recording and reporting on
versions, atributes and relationships relating to components of IT infrastructure?
Service asset and configuration management
153. What is the service pipeline?
all services that are at a conceptual or development stage
154. Which of the following statement is correct?
Where business continuity management is established, business continuity
considerations should form the focus for IT service continuity management
155. What are request models used for?
Identifying frequently received user requests and defining how they should be
handled
156. Which of the following is the correct definition of a release unit?
The portion of a service or IT infrasture that is normally released together
157. Which process lists "Understanding patterns of business activity " as a major
role?

Demand management
158. The positive effect that customer perceive a service can have on their business
outcomes is referred to as what?
The utility of a service
159. What are the two major process in problem management ?
Proactive and reactive
160. which of the following provides resources to resolve operational and support
issues during release and deployment?
Early life support
161. Who owns the specific costs and risks associated with providing a service?
the service provider
162.which of the following are aspects of service design?
architectures
technology
service management process
metrics
163. The best processes to automate are those that are
simple and well understood
164. Which of the following availability management activities are consider to be
proactive as opposed to reactive?
risk assessment
testing of resilience mechanisms
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165. effective service transition can significantly improve a service provider's ability
to handle high volumes of what?
Changes and release
166. in the phrase "people, process, products and partners". Products refer to
services, technology and tools

167. which of the following is the best description of a business case?

a decision support and planning tool that projects the likely consequences of
business action
168. Which of the following are included within release and deployment models?
Roles and responsibilities
template release and deployment
supporting systems tool and procedures
handover activities and responsbilities
169.
Plan= Identify the scope, objectives and requirement for CSI
Do= allocate roles and responsibilities to work on CSI iniatives
check= measure and review that the CSI plan is executed and t objectives are
being achieved
act= decision on implementation of further enhancement
170.Which of the following are benefit to the business of implementing service
transtion?
Ability to adapt quickly to new requirements
improved success in implemenating changes
171. Which of the following is an example of capabilities?
Calls to the service desk to register standard changes
172. Customer perceptions and business outcomes help to define what?
The value off a service
173. Which of the following questions does the guidance in server strategy help to
answer?
- what services should we offer and to whom?
- how do we differentiate ourselves from competing alternatives
- how do we create value for our customers
174. Which of the following is an objective of service transition?

To plan and manage the resource requirements for release

175. Which of the following do technogy metrics measure?
Components
176. Gathering data, monitoring performance and accessing metrics in order
facilite service improvement are all activities associated with which part of the
service lifecycle?
Service operation
177. Which of the folowing would commonly be in a contract underpinning an IT
service?
contract description and scope
responsibilities and dependencies
178. What is IT governance concerned with?
Ensuring that IT processes support the organization's strategies and objectives