Topic 1: Service Management as a practice
What type of services are NOT directly used by the business but are required by the
service provider to deliver customer facing services?
A.
Business services
B.
Component services
C.
Supporting services
D.
Customer services
Supporting services
What are the three types of metrics that an organization should collect to support continual
service improvement (CSI)?
A.
Return on investment (ROI), value on investment (VOI), quality
B.
Strategic, tactical and operational
C.
Critical success factors (CSFs), key performance indicators (KPIs), activities
D.
Technology, process and service
Technology, process and service
At which stage of the service lifecycle should the processes necessary to operate a new
service be defined?
A.
Service design: Design the processes
B.
Service strategy: Develop the offerings
C.
Service transition: Plan and prepare for deployment
D.
Service operation: IT operations management
Service design: Design the processes
Which process would be used to compare the value that newer services have offered over
those they have replaced?
A.
Availability management
B.
Capacity management
C.
Service portfolio management
D.
Service catalogue management
Service portfolio management
What is a RACI model used for?
A.
Performance analysis
B.
Recording configuration items
C.
Monitoring services
D.
Defining roles and responsibilities
Defining roles and responsibilities
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 customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the
business environment
3. Reduction in the duration and frequency of service outages
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
1 and 2 only
Which one of the following is NOT an objective of problem management?
A.
Minimizing the impact of incidents that cannot be prevented
B.
Preventing problems and resulting incidents from happening
C.
Eliminating recurring incidents
D.
Restoring normal service operation as quickly as possible
Restoring normal service operation as quickly as possible
Which of the following is the correct definition of an outcome?
A.
The results specific to the clauses in a service level agreement (SLA)
B.
The result of carrying out an activity, following a process or delivering an IT service
C.
All the accumulated knowledge of the service provider
D.
All incidents reported to the service desk
The result of carrying out an activity, following a process or delivering an IT service
What are the categories of events described in the ITIL service operation book?
A.
Informational, scheduled, normal
B.
Scheduled, unscheduled, emergency
C.
Informational, warning, exception
D.
Warning, reactive, proactive
Informational, warning, exception
Which process is responsible for eliminating recurring incidents and minimizing the impact
of incidents that cannot be prevented?
A.
Service level management
B.
Problem management
C.
Change management
D.
Event management
Problem management
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
A.
2 only
B.
1 only
C.
Neither of the above
D.
Both of the above
Both of the above
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A.
Job descriptions
B.
Functions
C.
Teams
D.
Roles, people or groups
Roles, people or groups
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