Itil Exam Questions.ex0 101.v2012.04.18 205 Questions

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itil exam questions,dumps,question bank.EX0-101.v2012.04.18.-205 practicequestions

Number: EX0-101Passing Score: 800Time Limit : 120 minFile Version: 2012.04.18

Vendor: EXIN

Exam Code: EX0-101

Exam Name: ITIL Foundation v.3

Version: 2012.04.18

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Exam A

QUESTION 1Which of the following can include steps that will help to resolve an Incident?

1. Incident Model2. Known Error Record

A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the above

Answer: CSection: (none)

QUESTION 2Which of the following statements about Service Asset and Configuration Management is/are CORRECT?

1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time2. Choosing which CIs to record will depend on the level of control an organization wishes to exert



QUESTION 3Which of these should a change model include?

1. The steps that should be taken to handle the change2. Responsibilities; who should do what, including escalation3. Timescales and thresholds for completion of the actions4. Complaints procedures

A. 1, 2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 4 only

Answer: ASection: (none)

QUESTION 4Which of the following Availability Management activities are considered to be proactive as opposed toreactive?

1. Risk assessment2. Testing of resilience mechanisms

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A. None of the above"First Test, First Pass" - www.lead2pass.com 4

B. Both of the aboveC. 1 onlyD. 2 only

Answer: BSection: (none)

QUESTION 5Which of the following is MOST concerned with the design of new or changed services?

A. Change ManagementB. Service TransitionC. Service StrategyD. Service Design

Answer: DSection: (none)

QUESTION 6Which 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 contractsC. Development, negotiation and agreement of the Service PortfolioD. Development, negotiation and agreement of Operational Level Agreements (OLAs)


QUESTION 7Which of the following activities are carried out in the "Where do we want to be?" step of the ContinualService Improvement (CSI) Model?

A. Implementing service and process improvementsB. Reviewing measurable improvementsC. Creating a baselineD. Defining measurable targets


QUESTION 8Which of the following are Service Desk organizational structures?1. Local Service Desk2. Virtual Service Desk3. IT Help Desk

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4. Follow the Sun

A. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 only

"First Test, First Pass" - www.lead2pass.com 5


QUESTION 9Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?

A. The SLA covers one service, for all the customers of that serviceB. The SLA covers an individual customer group for all services they useC. An SLA that covers all customers for all servicesD. An SLA for a service with no customers


QUESTION 10Which of the following is concerned with fairness and transparency?

A. Capacity ManagementB. GovernanceC. Service DesignD. Service Level Management


QUESTION 11Which Problem Management activity helps to ensure that the true nature of the problem can be easilytraced and meaningful management information can be obtained?

A. CategorizationB. DiagnosisC. PrioritizationD. Closure


QUESTION 12Which of the following is NOT one of the five individual aspects of Service Design?

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A. The design of the Service Portfolio, including the Service CatalogueB. The design of new or changed servicesC. The design of Market SpacesD. The design of the technology architectures


QUESTION 13A known error has been created after diagnosis of a problem was complete but before a workaround hasbeen found. Is this a valid approach?


A. Yes: for ease of management, a known error record can be created at any time it is prudent to do soB. No: a known error record must only be created after a workaround has been foundC. No: a known error record is created when the original incident is raisedD. No: a known error record should be created with the next release of the service


QUESTION 14Which process would you MOST expect to be involved in the management of Underpinning Contracts?

A. Change ManagementB. Service Catalogue ManagementC. Supplier ManagementD. Release and Deployment Management


QUESTION 15Within Service Design, what is the key output handed over to Service Transition?

A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitions


QUESTION 16Who owns the specific costs and risks associated with providing a service?

A. The Service Provider

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B. The Service Level ManagerC. The CustomerD. The Finance department


QUESTION 17IT Service Continuity strategy should be based on:1. Design of the service metrics2. Business continuity strategy3. Business Impact Analysis4. Risk assessment

A. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 only

"First Test, First Pass" - www.lead2pass.com 7D. 1, 3 and 4 only


QUESTION 18Access Management is closely related to which other process?

A. Capacity Management onlyB. 3rd line supportC. Information Security ManagementD. Change Management


QUESTION 19What are the publications that provide guidance specific to industry sectors and organization types knownas?

A. The Service Strategy and Service Transition booksB. The ITIL Complementary GuidanceC. The Service Support and Service Delivery booksD. Pocket Guides


QUESTION 20Availability Management is directly responsible for the availability of which of the following?

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A. IT Services and ComponentsB. IT Services and Business ProcessesC. Components and Business ProcessesD. IT Services, Components and Business Processes


QUESTION 21What should a service always deliver to customers?

A. ApplicationsB. InfrastructureC. ValueD. Resources


QUESTION 22Which of the following are managed by facilities management?

"First Test, First Pass" - www.lead2pass.com 81. Hardware within a data centre or computer room2. Applications3. Power and cooling equipment4. Recovery sites

A. 1, 2 and 3 onlyB. All of the aboveC. 1,3 and 4 onlyD. 1and 3 only


QUESTION 23Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. Service designB. Service transitionC. Continual service improvementD. Service operation


QUESTION 24Which one of the following is the BEST definition of the term service management?

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A. A set of specialized organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operating

together for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activities


QUESTION 25Which areas of service management can benefit from automation?

1. Design and modeling2. Reporting3. Pattern recognition and analysis4. Detection and monitoring

A. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the above


Explanation/Reference:"First Test, First Pass" - www.lead2pass.com 9

QUESTION 26Which process is responsible for providing the rights to use an IT service?

A. Incident managementB. Access managementC. Change managementD. Requestfulfillment


QUESTION 27Which of the following service desk organizational structures are described in service operation?

1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun

A. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1,3 and 4 onlyD. 1, 2 and 3 only

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QUESTION 28A process owner has been identified with an "I" in a RACI matrix. Which one of the following would beexpected of them?

A. Be accountable for the outcome of an activityB. Perform an activityC. Be kept up-to-date on the progress of an activityD. Manage an activity


QUESTION 29Which one of the following activities are carried out during the Where do we want to be? step of thecontinual service improvement (CSI) approach?

A. Implementing service and process improvementsB. Reviewing measurements and metricsC. Creating a baselineD. Defining measurable targets


QUESTION 30Which one of the following is NOT an objective of problem management?


A. Minimizing the impact of incidents that cannot be preventedB. Preventing problems and resulting incidents from happeningC. Eliminating recurring incidentsD. Restoring normal service operation as quickly as possible


QUESTION 31Which one of the following includes four stages called Plan, Do, Check and Act?

A. The Deming cycleB. The continual service improvement approachC. The seven-step improvement processD. The service lifecycle

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QUESTION 32Which one of the following does service metrics measure?

A. FunctionsB. Maturity and costC. The end-to-end serviceD. Infrastructure availability


QUESTION 33Which one of the following is the BEST definition of reliability?

A. The availability of a service or componentB. The level of risk that affects a service or processC. How long a service or configuration item (CI) can perform its function without failingD. How quickly a service or component can be restored to normal working order


QUESTION 34Which one of the following is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurateB. Ensuring that service level agreements are maintainedC. Ensuring that information in the service catalogue is consistent with information in the service portfolioD. Ensuring that all operational services are recorded in the service catalogue



QUESTION 35Which one of the following is an objective of release and deployment management?

A. To standardize methods and procedures used for efficient and prompt handling of all changesB. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration

management system (CMS)C. To ensure that the overall business risk of change is optimizedD. To define and agree release and deployment plans with customers and stakeholders


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QUESTION 36Which one of the following statements is CORRECT?

A. The configuration management system is part of the known error databaseB. The service knowledge management system is part of the configuration management systemC. The configuration management system is part of the service knowledge management systemD. The configuration management system is part of the configuration management database


QUESTION 37Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packagesB. Producing quality, secure and resilient designs for new or improved servicesC. Taking service strategies and ensuring they are reflected in the service design processes and the

service designs that are producedD. Measuring the effectiveness and efficiency of service design and the supporting processes


QUESTION 38Which one of the following is concerned with policy and direction?

A. Capacity managementB. GovernanceC. Service designD. Service level management


QUESTION 39Implementation of IT1L service management requires the preparation and planning of the effective andefficient use of "the four Ps."

What are these four Ps?


A. People, process, partners, performanceB. Performance, process, products, problemsC. People, process, products, partnersD. People, products, perspective, partners

Answer: C

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Section: (none)

QUESTION 40Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)4. Risk assessment

A. 1, 2 and 4 onlyB. 1, 2 and 3 onlyC. 2, 3 and 4 onlyD. 1, 3 and 4 only


Explanation/Reference:Topic 2, Volume B

QUESTION 41What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and another part of the same organizationB. An agreement between the service provider and an external organizationC. A document that describes to a customer how services will be operated on a day-to-day basisD. A document that describes business services to operational staff


QUESTION 42Which one of the following generates demand for services?

A. Infrastructure trendsB. Patterns of business activity (PBA)C. Cost of providing supportD. Service level agreements (SLA)


QUESTION 43Which one of the following is an objective of service transition?

A. To negotiate service levels for new servicesB. To ensure that service changes create the expected business value "First Test, First Pass" - www.

lead2pass.com 13C. To minimize the impact of service outages on day-to-day business activities

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D. To plan and manage entries in the service catalogue


QUESTION 44Which 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 serviceB. An unplanned interruption to an IT service or a reduction in the quality of an IT serviceC. The unknown cause of one or more incidents that have an impact on an IT serviceD. Reducing or eliminating the cause of an incident or problem


QUESTION 45Which one of the following activities does application management perform?

A. Defining where the vendor of an application should be locatedB. Ensuring that the required functionality is available to achieve the required business outcomeC. Deciding who the vendor of the storage devices will beD. Agreeing the service levels for the service supported by the application


QUESTION 46Which one of the following is the BEST description of the purpose of the service operation stage of theservice lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycleB. To proactively prevent all outages to IT servicesC. To design and build processes which will meet business needsD. To deliver and manage IT services at agreed levels to business users and customers


QUESTION 47Which one of the following is the BEST description of a major incident?

A. An incident which is so complex that it requires root cause analysis before a workaround can befoundB. An incident which requires a large number of people to resolveC. An incident logged by a senior managerD. An incident which has a high priority or a high impact on the business

Answer: D

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Section: (none)


QUESTION 48Which statement about the emergency change advisory board (ECAB) is CORRECT?

A. The ECAB considers every high priority request for changeB. Amongst the duties of the ECAB is the review of completed emergency changesC. The ECAB will be used for emergency changes where there may not be time to call a full CABD. The ECAB will be chaired by the IT director


QUESTION 49Which of the following availability management activities is/are considered to be proactive as opposed toreactive?

1. Monitoring system availability2. Designing availability into a proposed solution

A. None of the aboveB. Both of the aboveC. 1 onlyD. 2 only


QUESTION 50Which of the following would be examined by a major problem review?

1. Things that were done correctly2. Things that were done incorrectly3. How to prevent recurrence4. What could be done better in the future

A. 1 onlyB. 2 and 3 only fC. 1, 2 and 4 onlyD. All of the above


QUESTION 51Which one of the following would NOT involve event management?

A. Intrusion detection

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B. Recording and monitoring environmental conditions in the data centreC. Recording service desk staff absenceD. Monitoring the status of configuration items



QUESTION 52The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performanceB. Performance, process, products, plansC. People, process, products, partnersD. People, products, plans, partners


QUESTION 53Which one of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by usersB. Incidents can be reported by anyone who detects a disruption or potential disruption to normal serviceC. All calls to the service desk must be logged as incidentsD. Incidents reported by technical staff must also be logged as problems


QUESTION 54Which process is responsible for ensuring that appropriate testing takes place?

A. Knowledge managementB. Release and deployment managementC. Service asset and configuration managementD. Service level management


QUESTION 55In which core UIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?

A. Service strategyB. Service design

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C. Service transitionD. Service operation


QUESTION 56Which one of the following is the CORRECT set of steps for the continual service improvement approach?


A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continuallyimprove

B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep themomentum going?

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;Check the plan has been properly implemented; Improve the solution

D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we getthere?; How do we keep the momentum going?


QUESTION 57The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type ofSLA?

A. Customer levelB. Service levelC. Corporate levelD. Configuration level


QUESTION 58Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level managementB. Supplier management and change managementC. Availability management and service level managementD. Supplier management and availability management


QUESTION 59Which one of the following functions would be responsible for the management of a data centre?

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A. Technical managementB. Service deskC. Application managementD. Facilities management


QUESTION 60Which process is responsible for sourcing and delivering components of requested standard services?

A. RequestfulfillmentB. Service portfolio managementC. Service desk

"First Test, First Pass" - www.lead2pass.com 17D. IT finance


QUESTION 61Which process is responsible for controlling, recording and reporting on the relationships betweencomponents of the IT infrastructure?

A. Service level managementB. Change managementC. Incident managementD. Service asset and configuration management


QUESTION 62Which one of the following is NOT a valid purpose or objective of problem management?

A. To prevent problems and resultant incidentsB. To manage problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring incidents


QUESTION 63Which one of the following activities is NOT part of the Deming Cycle?

A. ActB. Plan

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C. DoD. Co-ordinate


QUESTION 64Which one of the following is NOT an aim of the change management process?

A. To ensure the impact of changes are understoodB. To ensure that changes are recorded and evaluatedC. To ensure that all changes to configuration items (CIs) are recorded in the configuration management

system (CMS)D. To deliver and manage IT services at agreed levels to business users


QUESTION 65Which of the following is an objective/are objectives of the service strategy stage of the service

"First Test, First Pass" - www.lead2pass.com 18lifecycle?

1. Providing an understanding of what strategy is2. Ensuring a working relationship between the customer and service provider3. Defining how value is created

A. 1 onlyB. 2 onlyC. 3 onlyD. All of the above


QUESTION 66In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors2. Integrating ITIL with other operating models

A. Both of the aboveB. Neither of the aboveC. Option 1 onlyD. Option 2 only


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QUESTION 67What do customer perceptions and business outcomes help to define?

A. The value of a serviceB. GovernanceC. Total cost of ownership (TCO)D. Key performance indicators (KPIs)


QUESTION 68Which one of the following would be the MOST useful in helping to define roles and responsibilities in anorganizational structure?

A. RACI modelB. Incident modelC. Continual service improvement (CSI) approachD. The Deming Cycle


QUESTION 69Which one of the following do technology metrics measure?


A. ComponentsB. ProcessesC. The end-to-end serviceD. Customer satisfaction


QUESTION 70Which 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 useB. An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD. An agreement that covers one service for all customers of that service


QUESTION 71

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Which of the following would commonly be found in a contract underpinning an IT service?

1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties

A. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. All of the above


QUESTION 72What is the objective of Access Management?

A. To Provide physical security for staff at data centers and other buildingsB. To manage access to computer rooms and other secure locationsC. To Manage access to the service deskD. To Manage the rights to use a service or group of services


QUESTION 73Which one of the following provides the CORRECT list of processes within the service operation stage ofthe service lifecycle?

A. Event management, incident management, problem management, requestfulfillment, and "First Test,First Pass" - www.lead2pass.com 20access management

B. Event management, incident management, change management, and access managementC. Incident management, problem management, service desk, requestfulfillment, and event managementD. Incident management, service desk, requestfulfillment, access management, and event management


QUESTION 74Which of the following activities are performed by a desk?

1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changes

A. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 only

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QUESTION 75When can a known error record be raised?

1. At any time it would be useful to do so2. After a workaround has been found

A. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the above


QUESTION 76Who is responsible for defining metrics for change management?

A. The change management process ownerB. The change advisory board (CAB)C. The service ownerD. The continual service improvement manager


QUESTION 77"First Test, First Pass" - www.lead2pass.com 21Which one of the following would NOT be defined as part of every process?

A. RolesB. Inputs and outputsC. FunctionsD. Metrics


QUESTION 78Which process is responsible for the availability, confidentiality and integrity of data?

A. Service catalogue managementB. Service asset and configuration managementC. Change managementD. Information security management

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QUESTION 79Which one of the following is NOT a characteristic of a process?

A. It is measurableB. It delivers specific resultsC. It responds to specific eventsD. It structures an organization


QUESTION 80Which of the following are within the scope of service asset and configuration management?

1. Identification of configuration items (CIs)2. Recording relationships between CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of software to support service asset and configuration management

A. 1,2 and 3 onlyB. All of the aboveC. 1,2 and 4 onlyD. 3 and 4 only


QUESTION 81Which one of the following is the BEST description of a service request?

A. A request from a user for information, advice or for a standard change "First Test, First Pass" - www.lead2pass.com 22

B. Anything that the customer wants and is prepared to pay forC. Any request or demand that is entered by a user via a self-help web-based interfaceD. Any request for change (RFC) that is low-risk and which can be approved by the change manager

without a change advisory board (CAB) meeting


QUESTION 82Which process includes business, service and component sub-processes?

A. Capacity managementB. Incident managementC. Service level management

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D. Financial management


QUESTION 83At which stage of the service lifecycle should the processes necessary to operate a new service bedefined?

A. Service design: Design the processesB. Service strategy: Develop the offeringsC. Service transition: Plan and prepare for deploymentD. Service operation: IT operations management


QUESTION 84Which process is involved in monitoring an IT service and detecting when the performance drops belowacceptable limits?

A. Service asset and configuration managementB. Event managementC. Service catalogue managementD. Problem management


QUESTION 85Which one of the following do major incidents require?

A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentation



QUESTION 86Consider the following list:

1. Change authority2. Change manager3. Change advisory board (CAB)

Which one of the following is the BEST description of the items above?

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A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groups


QUESTION 87Which one of the following contains information that is passed to service transition to enable theimplementation of a new service?

A. A service optionB. A service transition package (STP)C. A service design package (SDP)D. A service charter


QUESTION 88Which one of the following is the purpose of service level management?

A. To carry out the service operations activities needed to support current IT servicesB. To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC. To create and populate a service catalogueD. To ensure that an agreed level of IT service is provided for all current IT services


QUESTION 89Which one of the following is the BEST description of a relationship in service asset and configurationmanagement?

A. Describes the topography of the hardwareB. Describes how the configuration items (CIs) work together to deliver the servicesC. Defines which software should be installed on a particular piece of hardwareD. Defines how version numbers should be used in a release



QUESTION 90Which one of the following can help determine the level of impact of a problem?

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A. Definitive media library (DML)B. Configuration management system (CMS)C. Statement of requirements (SOR)D. Standard operating procedures (SOP)


QUESTION 91Which 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 partyB. An agreement between the service provider and an internal organizationC. An agreement between a service provider and an external supplierD. An agreement between the service provider and their customer


QUESTION 92What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycleB. To proactively prevent all outages to IT servicesC. To design and build processes that will meet business needsD. To deliver and manage IT services at agreed levels to business users and customers


QUESTION 93In terms of adding value to the business, which one of the following describes service operation scontribution?

A. The cost of the service is designed, predicted and validatedB. Measures for optimization are identifiedC. Service value ismodeledD. Service value is visible to customers


QUESTION 94Which one of the following are the two primary elements that create value for customers?

A. Value on investment (VOI) and return on investment (ROI)B. Customer and user satisfactionC. Service requirements and warranty

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D. Resources and capabilities"First Test, First Pass" - www.lead2pass.com 25


QUESTION 95Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operations

A. 1 and 2 onlyB. 2 and 3 only CC. 1 and 3 onlyD. All of the above


QUESTION 96Which one of the following statements BEST describes a definitive media library (DML)?

A. A secure location where definitive hardware spares are heldB. A secure library where definitive authorized versions of all media configuration items (CIs) are stored

and protectedC. A database that contains definitions of all media CIsD. A secure library where definitive authorized versions of all software and back-ups are stored and

protected


QUESTION 97What is the name of the group that should review changes that must be implemented faster than thenormal change process?

A. Technical managementB. Emergency change advisory boardC. Urgent change boardD. Urgent change authority


QUESTION 98Which one of the following is it the responsibility of supplier management to negotiate and agree?

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A. Service level agreements (SLAs)B. Third-party contractsC. The service portfolioD. Operational level agreements (OLAs)



QUESTION 99Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A. To ensure that a service can be managed and operated in accordance with constraints specified duringdesign

B. To design and develop capabilities for service managementC. To provide good-quality knowledge and information about servicesD. To plan the resources required to manage a release


QUESTION 100Which process is responsible for discussing reports with customers showing whether services have mettheir targets?

A. Continual service improvementB. Change managementC. Service level managementD. Availability management


QUESTION 101What type of improvement should be achieved by using the Deming Cycle?

A. Rapid, one-off improvementB. Return on investment within 12 monthsC. Quick winsD. Steady, ongoing improvement


QUESTION 102What is a RACI model used for?

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A. Performance analysisB. Recording Configuration ItemsC. Monitoring servicesD. Defining roles and responsibilities


QUESTION 103"Planning and managing the resources required to deploy a release into production" is a purpose of whichpart of the Service Lifecycle?


A. Service OperationB. Service StrategyC. Service TransitionD. Continual Service Improvement


QUESTION 104Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand ManagementB. Incident ManagementC. Release and Deployment ManagementD. Request Fulfilment


QUESTION 105Gathering data, monitoring performance and assessing metrics in order to facilitate service improvementsare all activities associated with which part of the service lifecycle?

A. Service OperationB. Capacity ManagementC. Service DesignD. Availability Management


QUESTION 106Which of the following functions would be responsible for management of a data centre?

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A. Technical ManagementB. Service DeskC. Applications ManagementD. Facilities Management


QUESTION 107Which of the following BEST describes a Problem?

A. An issue reported by a userB. The cause of two or more incidentsC. A serious incident which has a critical impact to the businessD. The cause of one or more incidents



QUESTION 108Event Management, Problem Management, Access Management and Request Fulfilment are part ofwhich stage of the Service Lifecycle?

A. Service StrategyB. Service TransitionC. Service OperationD. Continual Service Improvement


QUESTION 109Which of the following could BEST be described as "A decision support and planning tool that projects thelikely consequences of a business action"?

A. A problem modelB. A Service Improvement Plan (SIP)C. A Request for Change (RFC)D. A business case


QUESTION 110Which stage of the Change Management process deals with what should be done if the change isunsuccessful?

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A. Remediation PlanningB. CategorizationC. PrioritizationD. Review and Close


QUESTION 111Hierarchic escalation is best described as?

A. Notifying more senior levels of management about an IncidentB. Passing an Incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD. Failing to meet the Incident resolution times specified in a Service Level Agreement


QUESTION 112Which of the following statements about processes is INCORRECT?

A. They are units of organizationsB. They are measurable

"First Test, First Pass" - www.lead2pass.com 29C. They deliver specific resultsD. They respond to specific events


QUESTION 113Which of the following is the BEST description of a Business Case?

A. A decision support and planning tool that projects the likely consequences of a business actionB. A portable device designed for the secure storage and transportation of important documentsC. A complaint by the business about a missed service levelD. The terms and conditions in an IT outsource contract


QUESTION 114Which of the following does the Availability Management process include?1. Ensuring services are able to meet availability targets2. Monitoring and reporting actual availability3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

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A. 2 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 1 and 3 only


QUESTION 115Which of the following are objectives of Service Design?1. Design services to satisfy business objectives2. Identify and manage risk3. Design effective and efficient processes4. Design a secure and resilient IT infrastructure

A. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the above


QUESTION 116A Process Owner is responsible for which of the following?1. Documenting the process2. Defining process Key Performance Indicators (KPIs)3. Improving the process4. Performing all activities involved in a process


A. 1, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 only


QUESTION 117Which of the following is the BEST description of a centralised Service Desk?

A. The desk is co-located within or physically close to the user community it servesB. The desk uses technology and other support tools to give the impression that multiple desk locations

are in one placeC. The desk provides 24 hour global supportD. There is a single desk in one location serving the whole organization


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QUESTION 118The information that is passed to Service Transition to enable the implementation of a new service iscalled what?

A. A Service Level PackageB. A Service Transition PackageC. A Service Design PackageD. A New Service Package


QUESTION 119Which of the following is NOT a valid objective of Problem Management?

A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring Incidents


QUESTION 120Which of the following BEST describes a Change Authority?

A. The Change Advisory BoardB. A person that provides formal authorisation for a particular type of change.C. A role, person or a group of people that provides formal authorisation for a particular type of change.D. The Change Manager who provides formal authorisation for each change "First Test, First Pass" -

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QUESTION 121Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. Service Level ManagementB. Service Portfolio ManagementC. Request FulfilmentD. Demand Management


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QUESTION 122Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumentedB. Public frameworks are always cheaper to adoptC. Public frameworks are prescriptive and tell you exactly what to doD. Proprietary knowledge has been tested in a wide range of environments


QUESTION 123In terms of adding value to the business, which of the following describes Service Operation'scontribution?

A. The cost of the service is designed, predicted and validatedB. Measures for optimization are identifiedC. Service value is modeledD. Service value is actually seen by customers


QUESTION 124What are the three Service Provider business models?

A. Internal Service provider, Outsourced 3rd party and Off-shore partyB. Internal Service Operations provider, External Service Operations provider, Shared Service UnitC. Internal Service provider, External Service provider, Outsourced 3rd PartyD. Internal Service provider, External Service provider, Shared Service Provider


QUESTION 125A configuration model can be used to help

"First Test, First Pass" - www.lead2pass.com 321. Assess the impact and cause of incidents and problems2. Assess the impact of proposed changes3. Plan and design new or changed services4. Plan technology refresh and software upgrades

A. 1, 2 and 3 onlyB. All of the aboveC. 1, 2 and 4 onlyD. 3 and 4 only


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QUESTION 126Which part of the service lifecycle is responsible for coordinating and carrying out the activities andprocesses required to deliver and manage services at agreed levels to business users and customers?

A. Continual Service ImprovementB. Service TransitionC. Service DesignD. Service Operation


QUESTION 127Which of the following is NOT the responsibility of Service Catalogue Management?

A. Ensuring that information in the Service Catalogue is accurateB. Ensuring that information within the Service Pipeline is accurateC. Ensuring that information in the Service Catalogue is consistent with information in the Service

PortfolioD. Ensuring that all operational services are recorded in the Service Catalogue


QUESTION 128Which of the following is the BEST definition of a Risk?

A. Something that will not happenB. Something that will happenC. Something that has happenedD. Something that might happen


QUESTION 129Which of the following would commonly be in a contract underpinning an IT service?1. Marketing information2. Contract description and scope

"First Test, First Pass" - www.lead2pass.com 333. Responsibilities and dependencies

A. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. None of the above

Answer: C

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Section: (none)

QUESTION 130Which of the following are included within Release and Deployment Models?1. Roles and responsibilities2. Template release and deployment schedules3. Supporting systems, tools and procedures4. Handover activities and responsibilities

A. 1, 2 and 3 onlyB. 2, 3 and 4 onlyC. All of the aboveD. 1 and 4 only


QUESTION 131Which Functions are included in IT Operations Management?

A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release Management


QUESTION 132Major Incidents require:

A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentation


QUESTION 133Which of the following models would be MOST useful in helping to define an organizational structure?

A. RACI modelB. Service model

"First Test, First Pass" - www.lead2pass.com 34C. Continual Service Improvement (CSI) modelD. The Deming Cycle

Answer: A

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Section: (none)

QUESTION 134What are the three types of metrics that an organization should collect to support Continual ServiceImprovement (CSI)?

A. Return On Investment (ROI), Value On Investment (VOI), qualityB. Strategic, tactical and operationalC. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD. Technology, process and service


QUESTION 135Which of these recommendations is good practice for Service Level Management?1. Include legal terminology in Service Level Agreements (SLAs)2. It is NOT necessary to be able to measure all the targets in an SLA



QUESTION 136Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of aservice can be minimized if all aspects of the service, the processes and the technology are consideredduring development'?

A. Service DesignB. Service StrategyC. Service OperationD. Continual Service Improvement


QUESTION 137Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products andPartners"?

A. Suppliers, manufacturers and vendorsB. CustomersC. Internal departmentsD. The Facilities Management function


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QUESTION 138Order the following Continual Service Improvement (CSI) implementation steps into the correct sequencein alignment with the Plan, Do, Check, Act (PDCA) model.

1. Allocate roles and responsibilities to work on CSI initiatives2. Measure and review that the CSI plan is executed and its objectives are being achieved3. Identify the scope, objectives and requirements for CSI4. Decision on implementation of further enhancements

A. 3-1-2-4B. 3-4-2-1C. 1-3-2-4D. 2-3-4-1


QUESTION 139Which of the following areas would technology help to support during the Service Lifecycle?1. Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process Design

A. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the above


QUESTION 140Which of the following would BEST be used to record all third party contract details together with details ofthe type of services each contractor provides?

A. An underpinning contractB. A Configuration Management Database (CMDB)C. A Supplier and Contracts Database (SCD)D. An asset register


QUESTION 141What is the Service Pipeline?

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A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA) "First Test, First Pass" -

www.lead2pass.com 36D. All complex multi-user services


QUESTION 142Understanding customer usage of services and how this varies over time is part of which process?

A. Service Portfolio ManagementB. Service Level ManagementC. Component Capacity ManagementD. Demand Management


QUESTION 143Which of these is the BEST description of a release unit?

A. The portion of a service or IT infrastructure that is normally released togetherB. The smallest part of a service or IT infrastructure that can be independently changedC. The portion of a service or IT infrastructure that is changed by a particular releaseD. A metric for measuring the effectiveness of the Release and Deployment Management process


QUESTION 144Which types of communication would the functions within Service Operation use?

1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communication



QUESTION 145

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What are the processes within Service Operation?

A. Event Management, Incident Management, Problem Management, Request Fulfilment and AccessManagement

B. Event Management, Incident Management, Change Management and Access ManagementC. Incident Management, Problem Management, Service Desk, Request Fulfilment and Event

ManagementD. Incident Management, Service Desk, Request Fulfilment, Access Management and Event "First Test,

First Pass" - www.lead2pass.com 37Management


QUESTION 146Which of the following are benefits to the business of implementing Service Transition?1. Ability to adapt quickly to new requirements2. Reduced cost to design new services3. Improved success in implementing changes

A. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. None of the above


QUESTION 147Which statement about Service Level Agreements (SLAs) is CORRECT?

A. They must contain legal wording because of their importanceB. There should always be a separate SLA for each specific customerC. The wording must be clear and concise to allow no room for ambiguityD. Changes to the SLA can only be requested by the customer


QUESTION 148Which of the following are objectives of Supplier Management?1. Negotiating and agreeing Contracts2. Updating the Supplier and Contract database3. Planning for possible closure, renewal or extension of contracts4. Managing relationships with internal suppliers

A. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. None of the above

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QUESTION 149Which of the following do Service Metrics measure?

A. Processes and functionsB. Maturity and costC. The end to end serviceD. Infrastructure availability



QUESTION 150Which of the following are valid parts of the Service Portfolio?

1. Service Pipeline2. Service Knowledge Management System (SKMS)3. Service Catalogue

A. 1 and 2 onlyB. 3 onlyC. 1 and 3 onlyD. All of the above


QUESTION 151Which process or function is responsible for the Definitive Media Library and Definitive Spares?

A. Facilities ManagementB. Access ManagementC. Request FulfilmentD. Service Asset and Configuration Management


QUESTION 152Which of the following is NOT an objective of the Operations Management function?

A. Swift application of skills to diagnose any IT Operations failures that occurB. Delivering improvements to achieve reduced costsC. First line Incident investigation and diagnosis logged by usersD. Maintenance of status quo to achieve stability of day to day processes and activities

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QUESTION 153The addition, modification or removal of an authorized, planned or supported service or servicecomponent and its associated documentation is a definition of what?

A. A Service ChangeB. A Change ModelC. A Pre-approved ChangeD. A Change Advisory Board


QUESTION 154"First Test, First Pass" - www.lead2pass.com 39A single Release unit, or a structured set of Release units can be defined within:

A. The RACI ModelB. A Release PackageC. A Request ModelD. The Plan, Do, Check, Act (PDCA) cycle


QUESTION 155What is Reliability a measure of?

A. The availability of a service or componentB. The level of risk that affects a service or processC. How long a service or component can perform its function without failingD. How quickly a service or component can be restored to normal working


QUESTION 156Which of the following statements about the Service Portfolio and Service Catalogue is the MOSTCORRECT?

A. The Service Catalogue only has information about services that are live, or being prepared fordeployment; the Service Portfolio only hasinformation about services which are being considered for future development

B. The Service Catalogue has information about all services; the Service Portfolio only has informationabout services which are being considered for future development

C. The Service Portfolio has information about all services; the Service Catalogue only has informationabout services which are live, or being prepared for deployment

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D. Service Catalogue and Service Portfolio are different names for the same thing


QUESTION 157Where should the definitive authorized versions of all media Configuration Items(CIs) be stored andprotected?

A. Definitive Media LibraryB. Definitive Software StoreC. Service Knowledge Management SystemD. Software Secure Library


QUESTION 158Remediation planning is BEST described in which of the following ways?

A. Planning how to recover the cost of a change"First Test, First Pass" - www.lead2pass.com 40

B. Planning the steps required to be taken if a Change is unsuccessfulC. Planning how to compensate a user for a failed changeD. Planning how to advise the change requestor of a failed change


QUESTION 159Which is the BEST definition of a Configuration Item (CI)?

A. An item of hardware or software registered in the asset databaseB. A collection of information used to describe a hardware or software itemC. An asset, service component or other item that is, or will be, under the control of Configuration

ManagementD. Information recorded by the Service Desk when an Incident is reported


QUESTION 160Which of the following CANNOT be provided by a tool?

A. KnowledgeB. InformationC. WisdomD. Data

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QUESTION 161When can a Known Error record be raised?

1. At any time it would be useful to do so2. After the permanent solution has been implemented

A. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the above


QUESTION 162Which of the following should be available to the Service Desk?

1. Known Error Data2. Change Schedules3. Service Knowledge Management System4. Diagnostic scripts and tools

A. 1, 2 and 3 only"First Test, First Pass" - www.lead2pass.com 41

B. 1, 2 and 4 onlyC. 2, 3 and 4 onlyD. All of the above


QUESTION 163Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) areboth elements of what larger entity?

A. The Asset RegisterB. The Service Knowledge Management SystemC. The Known Error DatabaseD. The Information Management System


QUESTION 164In which document would you expect to see an overview of actual service achievements against targets?

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A. Operational Level Agreement (OLA)B. Capacity PlanC. Service Level Agreement (SLA)D. SLA Monitoring Chart (SLAM)


QUESTION 165Which of the following should be documented in an Incident Model?

1. Details of the Service Level Agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incident



QUESTION 166What is the BEST description of a Major Incident?

A. An Incident that is so complex that it requires root cause analysis before a workaround can be foundB. An Incident which requires a large number of people to resolveC. An Incident logged by a senior managerD. An Incident which has a high priority or high impact on the business "First Test, First Pass" - www.

lead2pass.com 42


QUESTION 167Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single function

A. Both of the aboveB. 1 onlyC. Neither of the aboveD. 2 only


QUESTION 168

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Consider the following list:

1. Change Authority2. Change Manager3. Change Advisory Board (CAB) What are these BEST described as?

A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groups


QUESTION 169Identify the input to the Problem Management process.

A. Request for ChangeB. Problem ResolutionC. Incident RecordsD. New Known Errors


QUESTION 170The consideration of value creation is a principle of which stage of the Service Lifecycle?

A. Continual Service ImprovementB. Service StrategyC. Service DesignD. Service Transition



QUESTION 171How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architect


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QUESTION 172Which of the following statements about the Service Owner is INCORRECT?

A. Carries out the day-to-day monitoring and operation of the service they ownB. Contributes to continual improvement affecting the service they ownC. Is a stakeholder in all of the IT processes which support the service they ownD. Is accountable for a specific service within an organization


QUESTION 173What body exists to support the authorisation of changes and to assist Change Management in theassessment and prioritization of changes?

A. The Change Authorisation BoardB. The Change Advisory BoardC. The Change ImplementerD. The Change Manager


QUESTION 174What type of baseline captures the structure, contents and details of the infrastructure and represents aset of items that are related to each other?

A. Configuration BaselineB. Project BaselineC. Change BaselineD. Asset Baseline


QUESTION 175Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list ofthese 'Four Ps'?

A. People, Products, Partners, Profit"First Test, First Pass" - www.lead2pass.com 44

B. People, Process, Products, PartnersC. Potential, Preparation, Performance, ProfitD. People, Potential, Products, Performance


QUESTION 176

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Effective Service Transition can significantly improve a service provider's ability to handle high volumesof what?

A. Service level requestsB. Changes and ReleasesC. Password resetsD. Incidents and Problems


QUESTION 177Which statement should NOT be part of the value proposition for Service Design?

A. Reduced Total Cost of OwnershipB. Improved quality of serviceC. Improved Service alignment with business goalsD. Better balance of technical skills to support live services


QUESTION 178What are Request Models used for?

A. Assessing changes to understand their potential impactB. Modelling arrival rates and performance characteristics of service requestsC. Comparing the advantages and disadvantages of different Service Desk approaches such as local or

remoteD. Defining how common types of service requests should be processed


QUESTION 179Where would you expect incident resolution targets to be documented?

A. A Service Level Agreement(SLA)B. A Request for Change(RFC)C. The Service PortfolioD. A Service Description



QUESTION 180Which of the following statements correctly states the relationship between urgency, priority and impact?

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A. Impact, priority and urgency are independent of each otherB. Urgency should be based on impact and priorityC. Impact should be based on urgency and priorityD. Priority should be based on impact and urgency


QUESTION 181Which of the following should be considered when designing measurement systems, methods andmetrics?

1. The services2. The architectures3. The configuration items4. The processes

A. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2,3 and 4 onlyD. All of the above


QUESTION 182The goal of which process is: "To improve the quality of management decision making by ensuring thatreliable and secure information and data is available throughout the lifecycle"?

A. Knowledge ManagementB. Availability ManagementC. Service Asset and Configuration ManagementD. Change Management


QUESTION 183Which of these activities would commonly be performed by a Service Desk?

1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Diagnosing the root cause of problems

A. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 only


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QUESTION 184Which of the following is the CORRECT definition of a Release Unit?

A. A measurement of costB. A function described within Service TransitionC. The team of people responsible for implementing a releaseD. The portion of a service or IT infrastructure that is normally released together


QUESTION 185Which of the following provides the PRIMARY source of guidance on what needs to be protected byInformation Security Management?

A. IT ManagementB. Service Desk ManagerC. Business ManagementD. The Change manager


QUESTION 186The BEST description of an Incident is:

A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the Service Desk, regardless of whether the service is

impacted or not


QUESTION 187Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of theservice lifecycle?

A. Service OperationB. Service TransitionC. Continual Service ImprovementD. Service Strategy

Answer: C

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Section: (none)

QUESTION 188What is IT Governance concerned with?


A. Measuring and improving the efficiency and effectiveness of IT processesB. Ensuring that IT processes support the organization's strategies and objectivesC. Reducing the total cost of providing services to the businessD. Ensuring that targets documented in Service Level Agreements (SLAs) are met


QUESTION 189Which process is responsible for managing relationships with vendors?

A. Change ManagementB. Service Portfolio ManagementC. Supplier ManagementD. Continual Service Improvement


QUESTION 190Service Transition contains detailed descriptions of which processes?

A. Change Management, Service Asset and Configuration Management, Release and DeploymentManagement

B. Change Management, Capacity Management Event Management, Service Request ManagementC. Service Level Management, Service Portfolio Management, Service Asset and Configuration

ManagementD. Service Asset and Configuration Management, Release and Deployment Management, Request

Fulfilment


QUESTION 191What would be the next step in the Continual Service Improvement (CSI) Model after:

1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get there?6. ?

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A. What is the Return On Investment (ROI)?B. How much did it cost?C. How do we keep the momentum going?D. What is the Value On Investment (VOI)?



QUESTION 192Which of the following statements BEST describes the aims of Release and Deployment Management?

A. To build, test and deliver the capability to provide the services specified by Service DesignB. To ensure that each Release package specified by Service Design consists of a set of related assets

and service componentsC. To ensure that all changes can be tracked, tested and verified if appropriateD. To record and manage deviations, risks and issues related to the new or changed service


QUESTION 193"Service Management is a set of specialized organizational capabilities for providing value to customers inthe form of services". These specialized organizational capabilities include which of the following?

A. Applications and InfrastructureB. Functions and ProcessesC. Service Pipeline and Service CatalogueD. Markets and Customers


QUESTION 194In which of the following should details of a workaround be documented?

A. The Service Level Agreement (SLA)B. The problem recordC. The Availability Management Information SystemD. The IT service continuity plan


QUESTION 195Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?

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A. Technology, Customer, UserB. Corporate, Customer, ServiceC. Corporate, Customer, TechnologyD. Service, User, IT


QUESTION 196Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review2. Continual Improvement

"First Test, First Pass" - www.lead2pass.com 493. Implement Initiatives4. Plan for Improvement

A. 1 Plan, 2 Do, 3 Check, 4 ActB. 3 Plan, 2 Do, 4 Check, 1 ActC. 4 Plan, 3 Do, 1 Check, 2 ActD. 2 Plan, 3 Do, 4 Check, 1 Act


QUESTION 197Which of the following statements about communication within Service Operation are CORRECT?

1. All communication must have an intended purpose or resultant action2. Communication should not take place without a clear audience

A. 1 onlyB. 2 onlyC. Both of the aboveD. None of the above


QUESTION 198Identifying possible future markets that the Service Provider could operate in

A. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the above


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QUESTION 199What are the two major processes in Problem Management?

A. Technical and ServiceB. Resource and ProactiveC. Reactive and TechnicalD. Proactive and Reactive


QUESTION 200Which of the following is NOT a purpose of Service Transition?

A. To ensure that a service can be managed, operated and supportedB. To provide training and certification in project managementC. To provide quality knowledge of Change, Release and Deployment Management "First Test, First

Pass" - www.lead2pass.com 50D. To plan and manage the capacity and resource requirements to manage a release


QUESTION 201Which Service Design process makes the most use of data supplied by Demand Management?

A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity Management


QUESTION 202Which of the following would a Major Problem Review examine?

1. Things that were done correctly2. Those things that were done incorrectly3. How to prevent recurrence4. What could be done better in the future



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QUESTION 203Understanding what to measure and why it is being measured are key contributors to which part of theService Lifecycle?

A. Service StrategyB. Continual Service ImprovementC. Service OperationD. Service Design


QUESTION 204Which stage of the Continual Service Improvement (CSI) model is BEST described by the phrase'Understand and agree on the priorities for improvement based on a deeper development of the principlesdefined in the vision'?

A. Where are we now?B. Where do we want to be?C. How do we get there?D. Did we get there?



QUESTION 205Who is responsible for ensuring that the Request Fulfilment process is being performed according to theagreed and documented process?

A. The IT DirectorB. The Process OwnerC. The Service OwnerD. The Customer


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Itil Exam Questions.ex0 101.v2012.04.18 205 Questions

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