ITIL

A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

A. Wisdom - Information - Data - Knowledge

B. Data - Information - Knowledge - Wisdom

C. Knowledge - Wisdom - Information - Data

D. Information - Data - Knowledge - Wisdom

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

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

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 clear understanding of what levels of service will make
their customers successful

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

A. Change proposal

B. Change policy

C. Service request

D. Risk register

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

A. PBA are based on organizational roles and responsibilities

B. IT service providers CANNOT schedule changes until they understand PBA

C. Demand for the services delivered by service providers are directly influenced by PBA

D. Understanding PBA is the only way to enable accurate service level reporting

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

A. Service level management

B. Service catalogue management

C. Demand management

D. Service transition

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

A. 1, 2 and 3 only

B. 1 and 2 only

C. 1, 2 and 4 only

D. All of the above

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

A. Capacity management

B. Incident management

C. Service level management

D. Financial management

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
service designs that are produced

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

A. Outcome

B. Incident

C. Change

D. Problem

A. Change management

B. Service portfolio management

C. Supplier management

D. Continual service improvement

A. 1, 2 and 4 only

B. 2, 3 and 4 only

C. 1, 3 and 4 only

D. 1, 2 and 3 only

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

A. Technical management

B. Emergency change advisory board

C. Urgent change board

D. Urgent change authority

A. To ensure that a service can be operated, managed and supported

B. To provide training and certification in project management

C. To provide quality knowledge and information about services and service assets

D. To plan and manage the capacity and resource requirements to manage a release

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

A. An unplanned disruption of service unless there is a backup to that service

B. An unplanned interruption to service or a reduction in the quality of service

C. Any disruption to service whether planned or unplanned

D. Any disruption to service that is reported to the service desk, regardless of whether the service is
impacted or not

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

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

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

A. The change authorization board

B. The change advisory board

C. The change implementer

D. The change manager

A. Continual service improvement

B. Change management

C. Service level management

D. Availability management

A. The value of a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

A. Resources are types of service asset and capabilities are not

B. Resources and capabilities are both types of service asset

C. Capabilities are types of service asset and resources are not

D. Neither capabilities nor resources are types of service asset

A. Measurement, methods and metrics

B. Service design package

C. Service portfolio design

D. Process definitions

A. Applications

B. Infrastructure

C. Value

D. Resources

A. Service catalog management

B. Service asset and configuration management

C. Change management

D. Information security management

A. IT services and components

B. IT services and business processes

C. Components and business processes

D. IT services, components and business processes

A. Configuration baseline

B. Project baseline

C. Change baseline

D. Asset baseline

A. To provide a channel for users to request and receive standard services

B. Provides the rights for users to be able to use a service or group of services

C. To prevent problems and resulting Incidents from happening

D. To detect security events and make sense of them

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

A. The Deming Cycle

B. The continual service improvement approach

C. The seven-step improvement process

D. The service lifecycle

A. Continual service improvement

B. Service strategy

C. Service design

D. Service transition

A. Service level management

B. Service portfolio management

C. Request fulfillment

D. Demand management

A. Suppliers, manufacturers and vendors

B. Customers

C. Internal departments

D. The facilities management function

A. The service level management

B. The IT service continuity management

C. The service catalogue management

D. The supplier management

A. Data

B. Information

C. Knowledge

D. Governance

A. A service option

B. A service transition package (STP)

C. A service design package (SDP)

D. A service charter

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

A. Change management, service asset and configuration management, release and deployment
management

B. Change management, capacity management event management, service request management

C. Service level management, service portfolio management, service asset and configuration
management

D. Service asset and configuration management, release and deployment management, request
fulfillment

A. Reduced total cost of ownership

B. Improved quality of service

C. Improved Service alignment with business goals

D. Better balance of technical skills to support live services

A. Availability management

B. Capacity management

C. Service portfolio management

D. Service catalogue management

A. Job descriptions

B. Functions

C. Teams

D. Roles, people or groups

A. Notifying more senior levels of management about an incident

B. Passing an incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an Incident to maintain customer
satisfaction

D. Failing to meet the incident resolution times specified in a service level agreement

A. Technical management

B. Service desk

C. Application management

D. Facilities management

A. RACI model

B. Incident model

C. Continual service improvement (CSI) approach

D. The Deming Cycle

A. Service level management

B. Problem management

C. Change management

D. Event management

A. One which directly supports the business processes of customers

B. A service that cannot be allowed to fail

C. One which is not covered by a service level agreement

D. A service not directly used by the business

A. A set of specialized organizational capabilities for providing value to customers in the form of
services

B. A group of interacting, interrelated, or independent components that form a unified whole,operating
together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that each release package specified by service design consists of a set of related assets
and service components

C. To ensure that all changes can be tracked, tested and verified if appropriate

D. To record and manage deviations, risks and issues related to the new or changed service

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. Creating a baseline

D. Defining measurable targets

A. Definitive media library (DML)

B. Configuration management system (CMS)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

A. Training in risk management for all staff and identification of risks

B. Identification of risk, analysis and management of the exposure to risk

C. Control of exposure to risk and investment of capital

D. Training of all staff and investment of capital

A. Standards

B. Technology

C. Academic research

D. Internal experience

A. Profit

B. Preparation

C. Products

D. Potential

A. The design of the service portfolio, including the service catalogue

B. The design of new or changed services

C. The design of market spaces

D. The design of the technology architectures

A. A service level agreement (SLA)

B. A request for change (RFC)

C. The service portfolio

D. A service description

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

A. 2, 3 and 4 only

B. All of the above

C. 1, 2 and 3 only

D. 1, 2 and 4 only

A. Capacity management

B. Governance

C. Service design

D. Service level management

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above

A. An internal service provider that is embedded within a business unit

B. A complete set of all the documentation required to deliver world class services to customers

C. Technical implementation of supporting IT infrastructure components

D. The implementation and management of quality IT services that meet business needs

A. Prioritizing conflicts for service transition resources

B. Coordinating the efforts required to manage multiple simultaneous transitions

C. Maintaining policies, standards and models for service transition activities and processes

D. Detailed planning of the build and test of individual changes

A. The provision of IT services or business services by a service provider

B. The provision of goods and services by third party suppliers

C. Service levels that have been agreed between the internal service provider and their customer

D. Metrics and critical success factors (CSFs) for internal support teams

A. Operational level agreement (OLA)

B. Capacity plan

C. Service level agreement (SLA)

D. SLA monitoring chart (SLAM)

A. The IT director

B. The process owner

C. The service owner

D. The customer

A. Knowledge management

B. Release and deployment management

C. Service asset and configuration management

D. Service level management

A. Both of the above

B. 1 only

C. 2 only

D. Neither of the above

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

A. Service Strategy

B. Continual Service Improvement

C. Service Operation

D. Service Design

A. Availability management

B. Capacity management

C. Design coordination

D. Release management

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

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)?

A. The ECAB considers every high priority request for change (RFC)

B. Amongt the duties of the ECAB is the review of completed emergency changes

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. The ECAB will be chaired by the IT Director

A. An issue reported by a user

B. The cause of two or more incidents

C. A serious incident which has a critical impact to the business

D. The cause of one or more incidents

A. Internal

B. External

C. Service desk

D. Shared services unit

A. Incidents can only be reported by users

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
service

C. All calls to the service desk must be logged as incidents

D. Incidents reported by technical staff must also be logged as problems

A. Incident management

B. Access management

C. Change management

D. Request fulfillment

A. Business services

B. Component services

C. Supporting services

D. Customer services

A. 2, 3 and 4 only

B. 1, 3 and 4 only

C. 1, 2 and 3 only

D. All of the above

A. As many as necessary to complete the activity

B. Only one - the process owner

C. Two - the process owner and the process enactor

D. Only one - the process architect

A. A change

B. A change model

C. A change request

D. A change advisory board

A. The forward schedule of change

B. The service portfolio

C. A configuration management database (CMDB)

D. The service knowledge management system (SKMS)

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

A. Event management, incident management, problem management, request fulfillment, and access
management

B. Event management, incident management, change management, and access management

C. Incident management, problem management, service desk, request fulfillment, and event
management

D. Incident management, service desk, request fulfillment, access management, and event
management

A. Incident management

B. Service asset and configuration management

C. Capacity management

D. IT service continuity management

A. Service reporting intervals must be defined and agreed with the customers

B. Reporting intervals should be set by the service provider

C. Reports should be produced weekly

D. Service reporting intervals must be the same for all services

A. Functions

B. Maturity and cost

C. The end-to-end service

D. Infrastructure availability

A. To prevent problems and resultant incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

A. Demand management

B. Incident management

C. Release and deployment management

D. Request fulfillment

A. Technical management

B. IT operations management

C. Request fulfillment

D. Applications management

A. All of the above

B. 1, 2 and 3 only

C. 2 and 4 only

D. 3 and 4 only

A. Review and analyze Service Level Achievement results

B. Identify activities to improve the efficiency of service management processes

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D. Conduct activities to deliver and manage services at agreed levels to business users

A. Do

B. Perform

C. Implement

D. Measure

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

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

A. User

B. Customer

C. Supplier

D. Administrator

A. Request fulfillment

B. Service portfolio management

C. Service desk

D. IT finance

A. The ability to keep services highly available to meet the business needs

B. A set of specialized organizational capabilities for providing value to customers in the form of
services

C. A complete set of all the documentation required to deliver world class services to customers

D. An internationally recognized methodology to provide valuable services to customers

A. Knowledge

B. Information

C. Wisdom

D. Data

A. To carry out the service operations activities needed to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services

A. Defining where the vendor of an application should be located

B. Ensuring that the required functionality is available to achieve the required business outcome

C. Deciding who the vendor of the storage devices will be

D. Agreeing the service levels for the service supported by the application

A. Performance analysis

B. Recording configuration items

C. Monitoring services

D. Defining roles and responsibilities

A. Before the change is approved

B. Immediately after the change has failed and needs to be backed out

C. After implementation but before the post implementation review

D. After the post implementation review has identified a problem with the change

A. Only changes that introduce new services

B. It is mandatory that all changes are subject to design coordination activity

C. Only changes to business critical systems

D. Any change that the organization believes could benefit

A. Service catalogue management

B. Service portfolio management

C. Service desk

D. Business relationship management

A. To ensure the impact of changes are understood

B. To ensure that changes are recorded and evaluated

C. 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

A. Strategic customers

B. External customers

C. Valued customers

D. Internal customers

A. Capacity management only

B. 3rd line support

C. Information security management

D. Change management

A. Service strategy

B. Service design

C. Service transition

D. Service operation

A. To establish trends for use in problem management and other IT service management
(ITSM)activities

B. To ensure service levels are met and breaches of agreements are avoided

C. To enable the incident management database to be partitioned for greater efficiency

D. To identify whether the user is entitled to log an incident for this particular service

A. Yes: for information purposes, a known error record can be created at any time it is prudent to do
so

B. No: the Known Error should be created before the problem is logged

C. No: a known error record is created when the original incident is raised

D. No: a known error record should be created with the next release of the service

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

A. Describes the topography of the hardware

B. Describes how the configuration items (CIs) work together to deliver the services

C. Defines which software should be installed on a particular piece of hardware

D. Defines how version numbers should be used in a release

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

A. 1, 2 and 3 only

B. All of the above

C. 1 and 3 only

D. 2 and 4 only

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

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only

A. The service level agreement (SLA)

B. The problem record

C. The availability management information system

D. The IT service plan

A. It is measurable

B. It delivers specific results

C. It responds to specific events

D. It structure an organization

A. To ensure that a service managed and operated accordance with constraints specified during
design

B. To design and develop capabilities for service management

C. To provide good-quality knowledge and information about services

D. To plan the resources required to manage a release

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service
to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT

A. Local

B. Centralized

C. Outsourced

D. Virtual

A. Management, control and prediction of the performance, utilization and capacity of individual
elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the
live,operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented
in a timely fashion

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalog management

A. A request from a user for information, advice or for a standard change

B. Anything that the customer wants and is prepared to pay for

C. Any request or demand that is entered by a user via a self-help web-based interface

D. 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

A. Service asset and configuration management

B. Event management

C. Service catalogue management

D. Problem management

A. Separate procedures

B. Less urgency

C. Longer timescales

D. Less documentation

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes that will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

A. The cost of the service is designed, predicted and validated

B. Measures for optimization are identified

C. Service value is modeled

D. Service value is visible to customers

A. Value on investment (VOI) and return on investment (ROI)

B. Customer and user satisfaction

C. Service requirements and warranty

D. Resources and capabilities

A. A secure location where definitive hardware spares are held

B. A secure library where definitive authorized versions of all media configuration items (CIs)
arestored and protected

C. A database that contains definitions of all media CIs

D. A secure library where definitive authorized versions of all software and back-ups are stored and
protected

A. Service level agreements (SLAs)

B. Third-party contracts

C. The service portfolio

D. Operational level agreements (OLAs)

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

B. To design and develop capabilities for service management

C. To provide good-quality knowledge and information about services

D. To plan the resources required to manage a release

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 1 and 3 only

A. Service design

B. Service transition

C. Continual service improvement

D. Service operation

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above

A. The availability of a service or component

B. The level of risk that affects a service or process

C. How long a service or configuration item (CI) can perform its function without failing

D. How quickly a service or component can be restored to normal working order

A. Ensuring that information in the service catalogue is accurate

B. Ensuring that service level agreements are maintained

C. Ensuring that information in the service catalogue is consistent with information in the service
portfolio

D. Ensuring that all operational services are recorded in the service catalogue

A. To standardize methods and procedures used for efficient and prompt handling of all changes

B. 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 optimized

D. To define and agree release and deployment plans with customers and stakeholders

A. The configuration management system is part of the known error database

B. The service knowledge management system is part of the configuration management system

C. The configuration management system is part of the service knowledge management system

D. The configuration management system is part of the configuration management database

A. People, process, partners, performance

B. Performance, process, products, problems

C. People, process, products, partners

D. People, products, perspective, partners

A. 1, 2 and 4 only

B. 1, 2 and 3 only

C. 2, 3 and 4 only

D. 1, 3 and 4 only

A. An agreement between the service provider and another part of the same organization

B. An agreement between the service provider and an external organization

C. A document that describes to a customer how services will be operated on a day-to-day basis

D. A document that describes business services to operational staff

A. Infrastructure trends

B. Patterns of business activity (PBA)

C. Cost of providing support

D. Service level agreements (SLA)

A. To negotiate service levels for new services

B. To ensure that service changes create the expected business value

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

D. To plan and manage entries in the service catalogue

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

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes which will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

A. An incident which is so complex that it requires root cause analysis before a workaround can be
found

B. An incident which requires a large number of people to resolve

C. An incident logged by a senior manager

D. An incident which has a high priority or a high impact on the business

A. None of the above

B. Both of the above

C. 1 only

D. 2 only

A. Intrusion detection

B. Recording and monitoring environmental conditions in the data center

C. Recording service desk staff absence

D. Monitoring the status of configuration items

A. Customer level

B. Service level

C. Corporate level

D. Configuration level

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

A. Act

B. Plan

C. Do

D. Co-ordinate

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

A. 1 only

B. 2 only

C. 3 only

D. All of the above

A. Both of the above