Q1: Which of the following statements about the service catalogue is TRUE?
The service catalog contains information on supporting services only
The service catalog shows which IT service supports each business process
The service catalog shows details of services under development.
The service catalog contains information on customer-facing services only
Q2: Which of the following statements about design coordination responsibilities is incorrect?
To provide a single coordination point
To design the solution
To ensure that the goals and objectives of the design stage are met
To ensure the design meets the requirements
Q3: Which of the following processes is the focal point for all performance and capacity issues?
Configuration Management
Change Management
Incident Management
Capacity Management
Q4: What is SOA in Availability Management?
Service of Applications
System Optimization Approach
Systematic Operational Adjustment
Service Outage Analysis
Q5: Which of the following ITIL processes uses Mean Time Between Failures (MTBF)?
Service Level Management
Availability Management
Capacity Management
Change Management
Q6: Which of the following is the customer view of the Service Catalogue?
Physical Catalogue
Business Service Catalogue
Technical Service Catalogue
Hardware Catalogue
Q7: Availability management considers VBFs. What does VBF stand for?
Viable business factors
Vital business facilities
Visibility, benefits, functionality
Vital business functions
Q8: Which concept is part of IT Service Continuity Management?
Vulnerability
Resilience
Availability
Maintainability
Q9: Which of the following is the correct definition of the service catalog?
A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer
Justification for a particular item of expenditure, including information about costs, benefits, options, and risks
A database or document with information about all live IT services
The complete set of services managed by a service provider, used to manage the entire lifecycle of all services
Q10: Which of the following statements is false?
It is impossible to plan for disasters, because there are too many different possibilities.
The IT department should be ready to quickly devise a recovery plan following a disaster.
Ensuring the business is able to continue operation is the responsibility of IT.
Planning for a number of different disaster scenarios that could affect IT services is essential.
Continuity planning requires an understanding of the key business processes.
Q11: Which of the following are responsibilities of supplier management?
1. Negotiating with internal suppliers
2. Negotiating with external suppliers
3. Monitoring delivery against the contract
4. Ensuring value for money
2, 3, and 4
1 and 2 only
All the answers are correct.
1, 2, and 3
Q12: Which of the following provides a focus for all aspects of IT security and manage all IT security activities?
IT service management
IT technology management
Security management
Information security management
Q13 : Which of the following process plays an important role in determining returns on invests and cost justifications?
Problem Management process
Customer Management process
Incident Management process
Capacity Management process
Q14: Which of the following is the input to the Capacity Management processes?
Application sizing
A Request for Change
Management information
Known Errors
Q15: Which of the following activities is involved in Risk Assessment?
To gather information on assets
To provide reporting on results
To compose a service catalogue
To review service levels
Q16: Which of the following is a relationship process?
Change Management
Supplier Management
Capacity Management
Configuration Management
Q17: Which of the following should be considered when drawing up a capacity plan?
1. The business plan to streamline its operations
2. The possibility of moving a business operation such as a call center overseas
3. New advances in technology
4. Plans to restructure the IT department
1, 3, and 4
All the answers are correct.
1, 2, and 3
1 and 2
Q18: IT service continuity management carries out a BIA in conjunction with the business. What does BIA stand for?
Benefit integration assessment
Business information alternatives
Business integrity appraisal
Business impact analysis
Q19: Which of the following are responsibilities of IT service continuity management?
1. Ensuring IT services can continue in the event of a disaster
2. Carrying out risk assessments
3. Ensuring the business has contingency plans in place in case of a disaster
4. Ensuring all IT staff know their role in the event of a disaster
2, 3, and 4
All the answers are correct.
1 and 2 only
1, 2, and 4
Q20: Which of the following roles will you MOST expect to be involved in the management of Underpinning Contracts?
Service Catalogue Manager
Process Manager
IT Designer
Supplier Manager
Q21: Which of the following is NOT a technique related with Availability Management?
Analyzing data
Auto error detection
Queuing theory
Duplexing
Q22: Which of the following is the significant element for Security?
Capacity Management
Resource Management
Availability Management
Problem Management
Q23: Which of the following terms is a measure of how long a service, component, or CI can perform its agreed function without interruption?
Scalability
Serviceability
Maintainability
Reliability
Q24: An availability plan should consider the requirements for what period?
For the next 12 to 18 months
For the next month
For the next week
For the next 24 hours
Q25: Which of the following processes provides workload information on service level requirements to Capacity Management?
Incident Management
Service Level Management
Configuration Management
Change Management
Q26: Which of the following provides the required IT resources consistently at the right time and at the right cost aligned with the current and the future needs of the business?
Problem Management
Incident Management
Capacity Management
Configuration Management
Q27: Which of the following is included in a service catalog?
1. Customer-facing services
2. Strategic services
3. Supporting services
4. Retired services
1 and 2
2 and 3
1 and 3
1, 2, 3, and 4
Q28: Which of the following are responsibilities of capacity management?
1. Negotiating capacity requirements to be included in the SLA
2. Monitoring capacity
3. Forecasting capacity requirements
4. Dealing with capacity issues
1, 2, and 4
2, 3, and 4
1 and 2 only
All the answers are correct.
Q29: Information security management keeps information about security in what?
SMIS
IMSS
KEDB
ISDB
Q30: Outputs from design coordination include what?
1. The service design package
2. The CMS
3. The governance requirements
4. Suggestions for improvements to be made to the design stage
2, 3, and 4
1 and 4 only
All the answers are correct.
1 and 2 only
Q31: Which of the following has an Application Sizing activity?
Configuration Management
Problem Management
Capacity Management
Incident Management
Q32: Which of the following are categories of supplier described in ITIL?
1. Strategic
2. Operational
3. Trusted
4. Commodity
1, 2, and 4
2, 3, and 4
1 and 2 only
All of the above
Q33: Which of the following includes the services that serve as the basis for understanding the Operation Level Agreement?
Service Catalogue
Service Table
Service Records
Service Template
Q34: Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE?
ITSCM and Business Continuity Management (BCM) have no impact on each other.
ITSCM defines the service that can be provided in the event of a major disruption.
The business can then plan how it will use the service.
It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.
BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM is responsible for delivering this level of service.
Q35: Which of the following statements about the service catalog is true?
1. The service catalog forms part of the service portfolio.
2. The service portfolio forms part of the service catalog.
3. There is no relationship between the service catalog and the service portfolio.
4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio.
1 only
2 and 4
4 only
1 and 3
Q36: In which of the following processes Risk assessment is NOT a major part?
Service Level Management
Availability Management
IT Service Continuity Management
Change Management
Q37: Which of the following concepts belongs to IT Service Continuity Management?
Maintainability
Serviceability
Resilience
Vulnerability
Q38: Which of the following processes makes sure that there is an appropriate deployment of resources?
Availability Management
Service Level Management
Customer Management
Problem Management
Q39: Which of the following processes includes Performance Management and Demand Management?
Configuration Management
Release Management
Capacity Management
Change Management
Q40: A service catalog contains which of the following?
Details of all services being considered
Details of all services currently available to the users
Details of all services
Details of all services being developed
Q41: Which of the following involves all aspects of component availability and unavailability?
Information availability
Data availability
Component availability
Change availability
Q42: Which of the following is the sub-process of Supplier Management?
Contract Renewal or Termination
Demand Management
Performance Management
Workload Analysis
Q43: Which of the following is not a category of supplier described in ITIL?
Commodity
Preferred
Operational
Strategic
Q44: Availability is calculated using the formula AST-DT/AST 100. What do the terms AST and DT refer to?
AST = availability service target, DT = downtime
AST = agreed service time, DT = downtime
AST = agreed service time, DT = delivery time
AST = assumed service target, DT = delivery time
Q45: Which of the following are outcomes that when compared to the previous state?
Improvements
Benefits
Justifications
Interventions
Q46: Which of the following is used to contain in a Customer Service Catalogue?
Asset information
Details of all operational services
The version information of all software
The organizational structure services
Q47: Capacity management considers three subprocesses. What are they?
System capacity, business capacity, component capacity
Service capacity, business capacity, configuration capacity
System capacity, business capacity, infrastructure capacity
Service capacity, business capacity, component capacity
Q48: Which of the following are responsibilities of information security management?
1. Defining the protection required for systems and data
2. Undertaking risk assessments
3. Producing the Information security policy
4. Implementing security measures to new systems during service transition
1, 2, and 3
All the answers are correct.
1 and 2 only
2, 3, and 4
Q49: Which process should ensure the agreed level of availability is provided?
Change management
Availability management
Service management
Business management
Q50: Which of the following is known as Disaster Recovery planning?
Service Level Management
Service Reporting
Plan-Do-Check-Act Methodology
IT Service Continuity Management
Q51: Who should have access to the security policy?
Senior management
IT staff
Business users
Everyone
Q52: Capacity management considers PBAs. What does PBA stand for?
Patterns of business activity
Patterns of business availability
Proactive business assurance
Proactive business assessment
Q53: Which of the following is a system of policies and procedures, and is designed to recognize, control, and protect information?
Capacity Management
Incident Management
Information Security
Information System
Q54: Which of these statements is not correct?
MTRS measures downtime.
MTBSI stands for maximum time before service interruption.
MTBSI measures the time from one failure until the next failure.
MTBF measures uptime-the time from the failure to service restoration
Q55: Which of the following perspectives is covered by the Information Security Management to ensure the confidentiality of an organization's assets, data, and IT services?
Technical
Theoretical
Structural
Hierarchal
Q56: Which of the following processes ensures that the organization is aware of new and changing technology?
Service Management
Configuration Management
Customer Management
Capacity Management
Q57: Which of the following ensure that the IT infrastructure and the IT service provision are recovered in the agreed business time scales?
IT Service Continuity Management and Business Continuity Management
Capacity Management and Change Management
Incident Management and Problem Management
Configuration Management and Incident Management
Q58: In which of the following the key features of all IT services are recorded?
Service Level Management Database
Service Level Agreements
Service Catalogue
Service Level Requirements
Q59: Which of the following are terms used in availability management?
1. Reliability
2. Resilience
3. Resistance
4. Attainability
5. Serviceability
6. Maintainability
7. Detectability
1, 4, 6, 7
1, 2, 5, 6
1, 2, 6, 7
2, 3, 5, 6