Understanding what to measure and why it is being measured are key contributors to which part ofthe Service Lifecycle?

A.

Service Strategy

B.

Continual Service Improvement

C.

Service Operation

D.

Service Design

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

A.

All of the above

B.

1 and3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following BEST describes service strategies' value to the business?

A.

Allows higher volumes of successful change

B.

Reduction in unplanned costs through optimized handling of service outages

C.

Reduction in the duration and frequency of service outages

D.

Enabling the service provider to have a clearunderstanding of what levels of service will make their
customers successful

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
servicedesigns that are produced

D.

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

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?

A.

Change proposal

B.

Change policy

C.

Service request

D.

Risk register

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?

A.

Configuration baseline

B.

Project baseline

C.

Change baseline

D.

Asset baseline

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

A.

The part of a contract that specifies the responsibilities of each party

B.

An agreement between the service provider and an internal organization

C.

An agreement between a service provider and an external supplier

D.

An agreement between the service provider and their customer

Which one of the following activities is NOT part of the Deming Cycle?

A.

Act

B.

Plan

C.

Do

D.

Co-ordinate

Which one of the following is the BEST definition of an event?

A.

Any change of state that has significance for the management of a configuration item (CI) or IT service

B.

An unplanned interruption to an IT service or a reduction in the quality of an IT service

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A.

Do

B.

Perform

C.

Implement

D.

Measure

Which one of the following is it the responsibility of supplier management to negotiate and agree?

A.

Service level agreements (SLAs)

B.

Third-party contracts

C.

The service portfolio

D.

Operational level agreements(OLAs)

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

A.

1,3 and 4 only

B.

2, 3 and 4 only

C.

1, 2 and 4 only

D.

1, 2 and 3 only