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ANSWERS1c, 2a, 3b, 4c, 5b, 6a, 7d, 8b, 9b, 10dQuestion 1Which ITIL process is responsible for developing a charging system?a) Availability Managementb) Capacity Managementc) Financial Management for IT Services This is an element of IT accounting and chargebackd) Service Level Management While SLM does assist, SLM will only review the charges with customers, rather than developing the charging model itself.Question 2What is the RACI model used for?a) Documenting the roles and relationships of stakeholders in a process or activity this is the primary purpose of RACI, i.e. mapping processes to functions and roles.b) Defining requirements for a new service or process not the purpose of RACIc) Analyzing the business impact of an incident not the purpose of RACId) Creating a balanced scorecard showing the overall status of Service Management not the purpose of RACIQuestion 3Which of the following identifies two Service Portfolio components within the Service Lifecycle?a) Catalogue Service Knowledge Management System and Requirements Portfoliob) Service Catalogue and Service Pipeline correct, the three areas are Pipeline, Catalogue and Retired Services.c) Service Knowledge Management System and Service Catalogued) Service Pipeline and Configuration Management SystemQuestion 4Which of the following is NOT one of the ITIL core publications?a) Service Operationb) Service Transitionc) Service Derivationd) Service StrategyQuestion 5A Service Level Package is best described as?a) A description of customer requirements used to negotiate a Service Level Agreement These are Service Level Requirementsb) A defined level of utility and warranty associated with a core service package Correct, a combination of utility and warranty that meets the customers needs.c) A description of the value that the customer wants and for which they are willing to payd) A document showing the Service Levels achieved during an agreed reporting period These are Service Level AchievementsQuestion 6Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?a) Service Strategy Correct, see objectives of Service Strategyb) Service Strategy and Continual Service Improvementc) Service Strategy, Service Transition and Service Operationd) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service ImprovementQuestion 7A service owner is responsible for which of the following?a) Designing and documenting a Service normally the role of Service Architectsb) Carrying out the Service Operations activities needed to support a Service normally Service Desk and other operational staffc) Producing a balanced scorecard showing the overall status of all Services Service owner isnt responsible for ALL servicesd) Recommending improvements Correct, the Service Owner is responsible for continually improving their service.Question 8The utility of a service is best described as:a) Fit for designb) Fit for purposec) Fit for functiond) Fit for use this is warranty (i.e. performance, availability etc.)Question 9The 4 Ps of ITSM are people, partners, processes and ?:a) Purposeb) Products Correct, see introduction to IT Service Management.c) Perspectivesd) PracticeQuestion 10The contents of a service package includes:a) Base Service Package, Supporting Service Package, Service Level Packageb) Core Service Package, Supporting Process Package, Service Level Packagec) Core Service Package, Base Service Package, Service Support Packaged) Core Service Package, Supporting Services Package, Service Level Packages Correct, see Service PackagesService DesignANSWERS1b, 2a, 3d, 4d, 5b, 6b, 7a, 8b, 9c, 10dQuestion 1Which ITIL process analyses threats and dependencies to IT Services as part of the decision regarding countermeasures to be implemented?a) Availability Management concerned with operational disruptions and the measures for recovery (i.e. redundant components), rather than specific recovery environments and countermeasures.b) IT Service Continuity Managementc) Problem Management will investigate the cause of a disruption, but only contributes to recovery planning.d) Service Asset & Configuration Management only records and provides the information, does not analyze and evaluate anything itself.Question 2What is the name of the activity within the Capacity Management process whose purpose is to predict the future capacity requirements of new and changed services?a) Application Sizingb) Demand Management this is a separate process, analyzing how business demand will change over time.c) Modeling this is a separate activity, estimating the performance of the infrastructure under certain conditionsd) TuningQuestion 3In which ITIL process are negotiations held with customers about the availability and capacity levels to be provided?a) Availability Managementb) Capacity Managementc) Financial Management for IT Servicesd) Service Level Management SLM is always the process that negotiates with customers about any aspect of service quality.Question 4Which of the following statements is false?a) It is impossible to maintain user and customer satisfaction during a disruption to service.b) When reporting the availability provided for a service, the percentage (%) availability that is calculated takes into account the agreed service hours. See measuring Availabilityc) Availability of services could be improved by changes to the architecture, ITSM processes or IT staffing levels. See incident lifecycle, for increasing uptime and reducing downtime.d) Reports regarding availability should include more than just uptime, downtime and frequency of failure, and reflect the actual business impact of unavailability. Correct, this is called business oriented availability reporting.Question 5Which of the following activities is Service Level Management responsible for?a) Informing users of available services this is the role of the Service Deskb) Identifying customer needsc) Overseeing service release schedule This is the role of Release & Deployment processd) Keeping accurate records of all configuration items Service Asset & Configuration ManagementQuestion 6Which process reviews Operational Level Agreements (OLAs) on a regular basis?a) Supplier Management reviews Underpinning Contractsb) Service Level Managementc) Service Portfolio Managementd) Contract Management not an ITIL process, this is included within Supplier Management.Question 7What is another term for Uptime?a) Mean Time Between Failures (MTBF)b) Mean Time to Restore Service (MTRS) downtimec) Mean Time Between System Incidents (MTBSI) frequency of failuresd) Relationship between MTBF and MTBSIQuestion 8Which of the following is an activity of IT Service Continuity Management?a) Advising end users of a system failure Service Desks role during a crisis.b) Documenting the recovery procedure for a critical system Correct, this is an activity of the ITSCM processc) Reporting regarding availability This is an activity of Availability Managementd) Guaranteeing that the Configuration Items are constantly kept up-to-date.Question 9Information security must consider the following four perspectives:1. Organizational2. Physical3. Technical4. ?a) Processb) Securityc) Procedural See scope of Information Security Managementd) FirewallsQuestion 10The 3 types of Service Level Agreements structures are:a) Customer based, Service based, Corporate basedb) Corporate level, customer level, service levelc) Service based, customer based, user basedd) Customer based, service based, multi-levelService TransitionANSWERS1a, 2b, 3d, 3b, 5b, 6c, 7a, 8b, 9a, 10bQuestion 1The key element of a standard change is: ?a) Documentation of a pre-approved procedure for implementing the changeb) Low risk to the production environment this in itself doesnt guarantee a standard change.c) No requirement for service downtime the risk of unplanned disruption may still be high.d) It can be included in the next monthly or quarterly release. This relates to the packaging of releases, not the classification of changes.Question 2Release and deployment options include:1. Big bang vs. Phased2. Automated vs. Manual3. ?a) Push vs. Proposedb) Push vs. Pullc) Requested vs. Forcedd) Proposed vs. ForcedQuestion 3The 4 spheres of knowledge management are:a) Data, facts, knowledge, wisdomb) Ideas, facts knowledge, wisdomc) Data, information, facts, wisdomd) Data, information, knowledge, wisdom easier to remember as DIKWQuestion 4Which activity in Service Asset & Configuration Management would help to ascertain whether the recorded Configuration Items conform to the physical environment?a) Control this is the actual modification of CIs themselvesb) Verification and auditc) Identification this collects all the information to be stored for a CId) Status accounting this doesnt itself doesnt include validation procedures.Question 5After a Change has been implemented, an evaluation is performed. What is this evaluation called?a) Forward Schedule of Changes (FSC)b) Post Implementation Review (PIR)c) Service Improvement Program (SIP)d) Service Level Requirement (SLR)Question 6Which of the following is not change type?a) Standard changeb) Normal changec) Quick changed) Emergency changeQuestion 7Which process is responsible for maintaining software items in the Definitive Media Library (DML)?a) Release and Deployment Management as R&D will be responsible for storing and deploying all software items in the DMLb) Service Asset and Configuration Management only responsible for maintaining the records associated with the DMLc) Service validation and testingd) Change ManagementQuestion 8Which process or function is responsible for communicating the Change Schedule to the users?a) Change Management responsible for maintaining the Change Schedule, but provides this to the Service Desk for communicating to users.b) Service Desk should be the single point of contact for ALL user communicationc) Release and Deployment Managementd) Service Level ManagementQuestion 9Which of the following best describes a baseline?a) Used as a reference point for later comparisonb) The starting point of any project only one example of a baselinec) The end point of any project only one example of a baselined) A rollback procedureQuestion 10The main objective of Change Management is to?a) Ensure that any changes are approved and recorded not all changes are approved.b) Ensure that standardized methods and procedures are used for controlled handling of all changesc) Ensure that any change requests are managed through the CAB this is not true for standard changesd) Ensure that the CAB takes responsibility for all change implementation CAB only coordinates implementation, the work is performed within the Release & Deployment process.Service OperationANSWERS1c, 2a, 3b, 4d, 5b, 6b, 7c, 8a, 9a, 10cQuestion 1What is the best definition of an Incident Model?a) Predicting the impact of incidents on the networkb) A type of Incident that is used as a best practice modelc) A set of pre-defined steps to be followed when dealing with a known type of Incidentd) An Incident that requires a separate systemQuestion 2What is the difference between a Known Error and a Problem?a) The underlying cause of a Known Error is known. The underlying cause of a Problem is not knownb) A Known Error involves an error in the IT infrastructure. A Problem does not involve such an error.c) A Known Error always originates from an Incident. This is not always the case with a Problem.d) With a Problem, the relevant Configuration Items have been identified. This is not the case with a Known Error. explanation is reversedQuestion 3Information is regularly exchanged between Problem Management and Change Management. What information is this?a) Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs) Change Management accepts the RFC, doesnt create it itself.b) RFCs resulting from Known Errorsc) RFCs from the users that Problem Management passes on to Change Managementd) RFCs from the Service Desk that Problem Management passes on to Change ManagementQuestion 4Incident Management has a value to the business by?a) Helping to control cost of fixing technologyb) Enabling customers to resolve Problems This is problem managementc) Helping to maximize business impactd) Helping to reduce the business impactQuestion 5Which of the following is NOT an example of a Service Request?a) A user calls the Service Desk to order a new mouseb) A user calls the Service Desk because they would like to change the functionality of an application this would be a Normal Change, due to the potential risk and implications of the change.c) A user calls the service desk to reset their passwordd) A user logs onto an internal web site to download a licensed copy of software from a list of approved options this is an example of a service request workflow that has been automated.Question 6The BEST definition of an event is?a) A situation where a capacity threshold has been exceeded and an agreed Service Level has already been impacted only one type of event (exception)b) An occurrence that is significant for the management of the IT Infrastructure or delivery of servicesc) A problem that requires immediate attentiond) A social gathering of IT staff to celebrate the release of a serviceQuestion 7Technical Management is NOT responsible for?a) Maintenance of the local networkb) Identifying technical skills required to manage and support the IT Infrastructurec) Defining the Service agreements for the technical infrastructure this is the role of Service Level Managementd) Response to the disruption to the technical infrastructureQuestion 8Which of the following is NOT an objective of Service Operation?a) Through testing, to ensure that services are designed to meet business needs this is an objective of Service Transitionb) To deliver and support IT Servicesc) To manage the technology used to deliver servicesd) To monitor the performance of technology and processesQuestion 9Which of the following BEST describes the purpose of Event Management?a) The ability to detect events, analyze them and determine the appropriate control actionb) The ability to coordinate changes in eventsc) The ability to monitor and control projected service outages this is only one role of Event Managementd) The ability to report on success of all batch processing jobs this is only one role of Event ManagementQuestion 10Which process or function is responsible for management of the Data centre facility?a) IT Operations Controlb) Supplier Managementc) Facilities Managementd) Technical FunctionContinual Service ImprovementANSWERS1b, 2b, 3b, 4c, 5aQuestion 1Why should monitoring and measuring be used when trying to improve services?a) To validate, justify, monitor and improveb) To validate, direct, justify and intervene See Service Measurement & Reportingc) To validate, check, act and improved) To validate, analyze, direct and improveQuestion 2Which is the first activity of the Continual Service Improvement (CSI) model?a) Assess the customers requirementsb) Understand the vision of the businessc) Identify what can be measuredd) Develop a plan for improvementQuestion 3The four stages of the Deming Cycle are?a) Plan, Assess, Check, Reportb) Plan, Do, Check, Actc) Plan, Check, Revise, Improved) Plan, Do, Act, AssessQuestion 4Which of the following is NOT a step in the Continual Service Improvement (CSI) model?a) What is the vision?b) Did we get there?c) Who will help us get there?d) Where are we now?Question 5Which of the following provides the correct set of governance levels managed by an organization?a) Technology, Service, Businessb) Financial, Legal, Securityc) Process, Service, Technologyd) IT, Corporate, Enterprise

QUESTION :1Which of the following questions does guidance in Service Strategy help answer?1: What services should we offer and to whom?2: How do we differentiate ourselves from competing alternatives?3: How do we truly create value for our customers?A.1 onlyB.2 onlyC.3 onlyD.All of the above

Answer: D

QUESTION :2.Which of the following is NOT a responsibility of the Service Design Manager?A.Design and maintain all necessary Service Transition packagesB.Produce quality, secure and resilient designs for new or improved services, technology architecture, processesor measurement systems that meet all the agreed current and future IT requirements of the organisationC.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the servicedesigns that are producedD.Measuring the effectiveness and efficiency of Service Design and the supporting processes

Answer: A

QUESTION :3.Which of the following are valid examples of business value measures?

1: Customer retention2: Time to market3: Service Architecture4: Market shareA.1 and 2 onlyB.2 and 4 onlyC.All of the aboveD.1, 2 and 4 only

Answer: D

QUESTION :4.Understanding 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

Answer: D

QUESTION :5.The MAIN objective of Service Level Management is: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

Answer: D

QUESTION :6.Which of the following are responsibilities of a Service Level Manager?1: Agreeing targets in Service Level Agreements (SLAs)2: Designing technology architectures to support the service3: Ensuring required contracts and agreements are in placeA.All of the aboveB.2 and 3 onlyC.1 and 2 onlyD.1 and 3 only

Answer: D

QUESTION :7.Which of the following is a good metric for measuring the effectiveness of Service Level Management?A.Customer satisfaction scoreB.Average number of daily Incidents managed by each service agentC.Number of services in the Service PortfolioD.Number of services deployed within agreed times

Answer: A

QUESTION :8.Major Incidents require:A.Separate proceduresB.Less urgencyC.Longer timescalesD.Less documentation

Answer: A

QUESTION :9. Which of the following should be done when closing an Incident?1: Check the Incident categorization and correct it if necessary2: Decide whether a Problem needs to be loggedA.1 onlyB.Both of the aboveC.2 onlyD.None of the above

Answer: B

QUESTION :10.Which of the following is NOT a valid objective of Request Fulfilment?A.To provide information to users about what services are available and how to request themB.To update the Service Catalogue with services that may be requested through the Service DeskC.To provide a channel for users to request and receive standard servicesD.To source and deliver the components of standard services that have been requested

Answer: B

QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)B.Provision of a channel for users to request and receive standard services for which a pre-defined approval andqualification process existsC.Provision of information to users and customers about the availability of services and the procedure forobtaining themD.Provision of information used to compare actual performance against design standards

Answer: D

QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?A.7B.4C.6D.11

Answer: A

QUESTION :13.Which Functions are included in IT Operations Management?A.Network Management and Application ManagementB.Technical Management and Application ManagementC.IT Operations Control and Facilities ManagementD.Facilities Management and Technical Management

Answer: C

QUESTION :14.The ITIL CORE publications are structured around the Service Lifecycle. Which of the followingstatements about the ITIL COMPLEMENTARY guidance is CORRECT?A.It is also structured around the Service LifecycleB.It provides guidance to specific industry sectors and types of organizationC.It consists of five publicationsD.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000

Answer: B

QUESTION :15. Which of the following should be supported by technology?1: Verification of Configuration Management System (CMS) data2: Control of user desk-tops3: Creation and use of diagnostic scripts4: Visibility of overall IT Service performanceA.2, 3 and 4 onlyB.1, 2 and 3 onlyC.1, 3 and 4 onlyD.All of the above

Answer: D

QUESTION :16.Which of the following CANNOT be provided by a tool?A.KnowledgeB.InformationC.WisdomD.DataAnswer: C

QUESTION :17. The BEST Processes to automate are those that are:A.Carried out by Service OperationsB.Carried out by lots of peopleC.Critical to the success of the business missionD.Simple and well understood

Answer: D

QUESTION :18.Which of the following areas would technology help to support during the Service Operationphase of the Lifecycle?1: Identifying configuration of user desktop PCs when Incidents are logged2: Control of user desk-top PCs3: Create and use diagnostic scripts4: Dashboard type technologyA.1, 2 and 3 onlyB.All of the aboveC.1, 3 and 4 onlyD.2, 3 and 4 only

Answer: B

QUESTION :19.Which of the following are the two primary elements that create value for customers?A.Value on Investment (VOI), Return on Investment (ROI)B.Customer and User satisfactionC.Understanding Service Requirements and WarrantyD.Utility and Warranty

Answer: D

QUESTION :20.What is the Service Pipeline?A.All services that are at a conceptual or development stage, or are undergoing testingB.All services except those that have been retiredC.All services that are contained within the Service Level Agreement (SLA)D.All complex multi-user services

Answer: A

QUESTION :21. What are the types of activity within Demand Management?A.Activity based, Access ManagementB.Activity based, Business activity patterns and user profilesC.Analytical based, Business activity patterns and user profilesD.Analytical based, Shaping user behaviour

Answer: B

QUESTION :22.Which 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 ManagementD.To plan and manage the capacity and resource requirements to manage a Release

Answer: B

QUESTION :23. Which 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 authorised versions of all media Configuration Items (CIs) are stored andprotectedC.A database that contains definitions of all media CIsD.A secure library where definitive authorised versions of all software and back-ups are stored and protected

Answer: B

QUESTION :24. One organisation provides and manages an entire business process or function for anotherorganisation. This is know as:A.Business Process ManagementB.Business Function OutsourcingC.Business Process OutsourcingD.Knowledge Process Outsourcing

Answer: C

QUESTION :25. Which 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

Answer: D

QUESTION :26.What is the BEST description of the purpose of Service Operation?A.To decide how IT will engage with suppliers during the Service Management 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

Answer: D

QUESTION :27. Availability Management is responsible for availability the of:A.Services and ComponentsB.Services and Business ProcessesC.Components and Business ProcessesD.Services, Components and Business Processes

Answer: A

QUESTION :28. Which of the following is a sub-process of Capacity Management?A.Component Capacity ManagementB.Process Capacity ManagementC.Technology Capacity ManagementD.Capability Capacity Management

Answer: A

QUESTION :29.The group that authorises Changes that must be installed faster than the normal process is called the:A.Technical ManagementB.Emergency Change Advisory Board (ECAB)C.Urgent Change Board (UCB)D.Urgent Change Authority (UCA)

Answer: B

QUESTION :30.Which 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 Design and that willaccomplish the stakeholders requirements and deliver the intended objectivesB.To ensure that each Release package specified by Service Design consists of a set of related assets and servicecomponents that are compatible with each otherC.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalledor backed out if appropriateD.To record and manage deviations, risks and issues related to the new or changed service

Answer: A

QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?A.Prepare for actionB.Define what you should measureC.Where are we now?D.Identify gaps in Service Level Agreement (SLA) achievement

Answer: B

QUESTION :32. Which of the following is NOT a FUNCTION?A.Application ManagementB.Service DeskC.Incident ManagementD.Technical Management

Answer: C

QUESTION :33.Which of the following BEST describes a Service Desk?A.A process within Service Operation providing a single point of contactB.A dedicated number of staff handling service requestsC.A dedicated number of staff answering questions from usersD.A dedicated number of staff handling Incidents and service requests

Answer: D

QUESTION :34. Which of these activities would you expect to 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 problemsA.All of the aboveB.1, 2 and 3 onlyC.1, 2 and 4 onlyD.2, 3 and 4 only

Answer: B

QUESTION :35. Which of the following functions would be responsible for management of a data centre?A.Technical ManagementB.Service DeskC.IT Operations ControlD.Facilities Management

Answer: D

QUESTION :36. Governance is concerned with:A.Measuring and improving the efficiency and effectiveness of processesB.Ensuring that defined strategy is actually followedC.Reducing the total cost of providing servicesD.Ensuring that agreed Service Level Requirements are met

Answer: B

QUESTION :37. A risk is:A.Something that won't happenB.Something that will happenC.Something that has happenedD.Something that might happen

Answer: D

QUESTION :38.Which of the following BEST describes when a Known Error record should be raised?A.A Known Error should not be raised until a temporary resolution or workaround has been foundB.A Known Error should be raised at any time that it would be useful to do soC.As soon as it becomes obvious that a quick resolution of the Problem will not be foundD.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in caseof a recurrence

Answer: B

QUESTION :39.IT Operations Management have been asked by a customer to carry out a non-standard activity,that will cause them to miss an agreed service level target. How should they respond?A.Refuse the request because they must operate the service to meet the agreed service levelsB.Make a decision based on balancing stability and responsivenessC.Accept the request as they must support customer business outcomesD.They should escalate this decision to Service Strategy

Answer: B

QUESTION :40. Which process is responsible for recording relationships between service components?A.Service Level ManagementB.Service Portfolio ManagementC.Service Asset and Configuration ManagementD.Incident Management

Answer: C

QUESTION :41.A 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

Answer: B

QUESTION :42.Which of the following might be used to define how a future Problem or Incident could be managed?1: Incident Model2: Known Error RecordA.1 onlyB.2 onlyC.Both of the aboveD.Neither of the above

Answer: C

QUESTION :43.Which process is responsible for low risk, frequently occurring, low cost changes?A.Demand ManagementB.Incident ManagementC.Release and Deployment ManagementD.Request Fulfilment

Answer: D

QUESTION :44.Which role is accountable for a specific service within an organisation?A.The Service Level Manager

B.The Business Relationship ManagerC.The Service OwnerD.The Service Continuity Manager

Answer: C

QUESTION :45.Which of the following is NOT an aim of the Change Management process?A.Overall business risk is optimisedB.Standardised methods and procedures are used for efficient and prompt handling of all ChangesC.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration ManagementSystem (CMS)D.All budgets and expenditures are accounted for

Answer: D

QUESTION :46.Which of the following is NOT one of the five individual aspects of Service Design?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 architecture and management systems

Answer: C

QUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of thefollowing does this include?A.Only capabilities needed and agreedB.Only resources and capabilities neededC.Only requirements needed and agreedD.Requirements, resources and capabilities needed and agreed

Answer: D

QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?A.ConfigurationB.ConsultedC.ComplexD.Controlled

Answer: B

QUESTION :49. What is a RACI model used for?A.Performance analysisB.Recording Configuration ItemsC.Monitoring servicesD.Defining roles and responsibilities

Answer: D

QUESTION :50.Which of the following models would be most useful in helping to define an organisational structure?A.RACI ModelB.Service ModelC.Continual Service Improvement (CSI) ModelD.Plan, Do, Check, Act (PDCA) ModelAnswer: A

QUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?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

Answer: B

QUESTION :52.Which of the following delivery strategies is described as, "Formal arrangements between twoor more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?A.OutsourcingB.Application Service ProvisionC.Multi-sourcingD.Knowledge Process OutsourcingTestInside EX0-101

Answer: C

QUESTION :53. To add value to the business, what are the four reasons to monitor and measure?A.Validate; Direct; Justify; InterveneB.Report; Manage; Improve; ExtendC.Manage; Monitor; Diagnose; InterveneD.Plan; Predict; Report; Justify

Answer: A

QUESTION :54. Which of the following provides resources to resolve operational and support issues duringRelease and Deployment?A.Early Life SupportB.Service Test ManagerC.EvaluationD.Release Packaging and Build Manager

Answer: A

QUESTION :55. What does a service always deliver to customers?A.ApplicationsB.InfrastructureC.ValueD.Resources

Answer: C

QUESTION :56.Who owns the specific costs and risks associated with providing a service?A.The Service ProviderB.The Service Level ManagerC.The CustomerD.Resources

Answer: A

QUESTION :57.Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?A.Service DesignB.Service TransitionC.Service StrategyD.Service Operation

Answer: C

QUESTION :58. Which of the following is MOST concerned with the design of new or changed services?A.Change ManagementB.Service TransitionC.Service StrategyD.Service Design

Answer: D

QUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business?1: Ability to adapt quickly to new requirements2: Reduced cost to design new services3: Improved success in implementing changesA.1 and 2 onlyB.2 and 3 onlyC.1 and 3 onlyD.All the above

Answer: C

QUESTION :60.Which of the following sentences BEST describes a Standard Change?A.A Change to the service provider's established policies and guidelinesB.A Change that correctly follows the required Change processC.A pre-authorised Change that has an accepted and established procedureD.A Change that is made as the result of an audit

Answer: C

QUESTION :61.Which of the following are activities that would be carried out by Supplier Management?1: Management and review of Organisational Level Agreements (OLAs)2: Evaluation and selection of suppliers3: Ongoing management of suppliersA.1 and 2 onlyB.1 and 3 onlyC.2 and 3 onlyD.All of the above

Answer: C

QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?A.Service OperationB.Service Transition and Service OperationC.Service Design, Service Transition and Service OperationD.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Answer: D

QUESTION :63.Which of the following is the CORRECT description of the Seven R's of Change Management?A.A set of questions that should be asked to help understand the impact of ChangesB.A seven step process for releasing Changes into productionC.A set of questions that should be asked when reviewing the success of a recent ChangeD.A definition of the roles and responsibilities required for Change Management

Answer: A

QUESTION :64.Which of the following statements is CORRECT? An Event could be caused by:1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized ConfigurationItem (CI) being detected on the network2: Normal operation, such as a user logging into an application or an email reaching its intended recipientA.2 onlyB.1 onlyC.Both of the aboveD.Neither of the above

Answer: C

QUESTION :65.Which of the following is the BEST definition of the term Service Management?A.A set of specialised organisational 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 togetherfor a common purposeC.The management of functions within an organisation to perform certain activitiesD.Units of organisations with roles to perform certain activities

Answer: A

QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective andefficient use of:A.People, Process, Partners, SuppliersB.People, Process, Products, TechnologyC.People, Process, Products, PartnersD.People, Products, Technology, Partners

Answer: C

QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value tocustomers in the form of services".These specialised organisational capabilities include which of the following?A.Applications and InfrastructureB.Functions and ProcessesC.Service Pipeline and Service CatalogueD.Markets and Customers

Answer: B

QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.What does the right-hand side of the Service V Model represent?A.Validation and TestingB.The business value that can be expected from a given serviceC.Performance and capacity requirements of services and IT infrastructureD.Roles and responsibilities required for an effective Service Management implementation

Answer: A

QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has startedto suffer. What imbalance does this represent?A.Extreme focus on costB.Extreme focus on qualityC.Excessively proactiveD.Excessively reactiveAnswer: A

QUESTION :70. What 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: ?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)?Answer: C

QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correctsequence in 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: Implement CSI enhancementA.3-1-2-4B.3-4-2-1C.1-3-2-4D.2-3-4-1

Answer: A

QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual ServiceImprovement (CSI) Model?A.Implementing service and process improvementsB.Aligning the business and IT strategiesC.Creating a baselineD.Defining measurable targets

Answer: Dhttp://itilquestions.blogspot.in/p/page-5_05.html

Exam AQUESTION 1Which role is responsible for carrying out the activities of a process?A. Process ownerB. Change managerC. Service managerD. Process practitionerCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 2Which process or function is responsible for monitoring activities and events in the IT infrastructure?A. Service level managementB. IT operations managementC. Capacity managementD. Incident managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 3Which of the following options is a hierarchy that is used in knowledge management?A. Wisdom - Information - Data ?KnowledgeB. Data - Information - Knowledge ?WisdomC. Knowledge - Wisdom - Information ?DataD. Information - Data - Knowledge - WisdomCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 4At 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 managementCorrect Answer: ASection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 5Why are public frameworks, such as 1TIL, 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 environmentsCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 6Which of the following is an objective of business relationship management?A. To identify patterns of business activityB. To ensure high levels of customer satisfactionC. To secure funding to manage the provision of servicesD. To ensure strategic plans for IT services existCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 7The 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, partnersCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 8Which of the following BEST describes service strategies value to the business?A. Allows higher volumes of successful changeB. Reduction in unplanned costs through optimized handling of service outagesC. Reduction in the duration and frequency of service outagesD. Enabling the service provider to have a clear understanding of what levels of service will make theircustomers successfulCorrect Answer: Dwww.itil123.cnSection: (none)ExplanationExplanation/Reference:QUESTION 9Which two processes will contribute MOST to enabling effective problem detection?A. Incident and financial managementB. Change and release and deployment managementC. Incident and event managementD. Knowledge and service level managementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 10Which of the following would be used to communicate a high level description of a major change thatinvolved significant cost and risk to the organization?A. Change proposalB. Change policyC. Service requestD. Risk registerCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 11Which 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 incidentA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 12Why is it important for service providers to understand patterns of business activity (PBA)?A. PBA are based on organizational roles and responsibilitieswww.itil123.cnB. IT service providers CANNOT schedule changes until they understand PBAC. Demand for the services delivered by service providers are directly influenced by PBAD. Understanding PBA is the only way to enable accurate service level reportingCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 13Which one of the following would NOT be defined as part of every process?A. RolesB. Inputs and outputsC. FunctionsD. MetricsCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 14Which process is responsible for recording the current details, status, interfaces and dependencies of allservices that are being run or being prepared to run in the live environment?A. Service level managementB. Service catalogue managementC. Demand managementD. Service transitionCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 15A 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 activityCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 16www.itil123.cnWhich of the following are objectives of service level management?1: Defining, documenting and agreeing the level of FT services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the aboveCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 17Which one of the following do technology metrics measure?A. ComponentsB. ProcessesC. The end-to-end serviceD. Customer satisfactionCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 18Which process includes business, service and component sub-processes?A. Capacity managementB. Incident managementC. Service level managementD. Financial managementCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 19Which 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 theservice designs that are producedD. Measuring the effectiveness and efficiency of service design and the supporting processesCorrect Answer: Awww.itil123.cnSection: (none)ExplanationExplanation/Reference:QUESTION 20What is the result of carrying out an activity, following a process or delivering an IT service known as?A. OutcomeB. IncidentC. ChangeD. ProblemCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 21Which process is responsible for managing relationships with vendors?A. Change managementB. Service portfolio managementC. Supplier managementD. Continual service improvementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 22Which of the following service desk organizational structures are described in service operation?1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 onlyCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 23What are the categories of event described in the ITIL service operation book?A. Informational, scheduled, normalwww.itil123.cnB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD. Warning, reactive, proactiveCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 24What would you call the groups of people who have an interest in the activities, targets, resources anddeliverables from service management?A. EmployersB. StakeholdersC. RegulatorsD. AccreditorsCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 25Which 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 operationsA. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. All of the aboveCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 26What 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 authorityCorrect Answer: BSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 27Which of the following is NOT an objective of service transition?A. To ensure that a service can be operated, managed and supportedB. To provide training and certification in project managementC. To provide quality knowledge and information about services and service assetsD. To plan and manage the capacity and resource requirements to manage a releaseCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 28Which of the following types of service should be included in the scope of service portfolio management?1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from serviceA. 1 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 29The 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 isimpacted or notCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 30Which 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; ContinuallyimproveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep themomentum going?www.itil123.cnC. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;Check the plan has been properly implemented; Improve the solutionD. 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?Correct Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 31When can a known error record be raised?1. At any time it would be useful to do so2. After a workaround has been foundA. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the aboveCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 32What body exists to support the authorization of changes and to assist change management in theassessment and prioritization of changes?A. The change authorization boardB. The change advisory boardC. The change implementerD. The change managerCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 33Which process is responsible for discussing reports with customers showing whether services have mettheir targets?A. Continual service improvementB. Change managementC. Service level managementD. Availability managementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 34What 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)Correct Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 35Which of the following are basic concepts used in access management?A. Personnel, electronic, network, emergency, identityB. Rights, access, identity, directory services, service/service componentsC. Physical, personnel, network, emergency, serviceD. Normal, temporary, emergency, personal, groupCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 36Which of these statements about resources and capabilities is CORRECT?A. Resources are types of service asset and capabilities are notB. Resources and capabilities are both types of service assetC. Capabilities are types of service asset and resources are notD. Neither capabilities nor resources are types of service assetCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 37Within service design, what is the key output handed over to service transition?A. Measurement, methods and metricsB. Service design packageC. Service portfolio designD. Process definitionsCorrect Answer: BSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 38What should a service always deliver to customers?A. ApplicationsB. InfrastructureC. ValueD. ResourcesCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 39Which process is responsible for the availability, confidentiality and integrity of data?A. Service catalogue managementB. Service asset and configuration managementC. Change managementD. Information security managementCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 40Availability management is directly responsible for the availability of which of the following?A. IT services and componentsB. IT services and business processesC. Components and business processesD. IT services, components and business processesCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 41What 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 baselineCorrect Answer: ASection: (none)www.itil123.cnExplanationExplanation/Reference:QUESTION 42Which of the following BEST describes the purpose of access management?A. To provide a channel for users to request and receive standard servicesB. Provides the rights for users to be able to use a service or group of servicesC. To prevent problems and resulting Incidents from happeningD. To detect security events and make sense of themCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 43Which of the following are reasons why ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practiceA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 44Which 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 lifecycleCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 45The consideration of value creation is a principle of which stage of the service lifecycle?A. Continual service improvementB. Service strategywww.itil123.cnC. Service designD. Service transitionCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 46Which process is responsible for dealing with complaints, comments, and general enquiries from users?A. Service level managementB. Service portfolio managementC. Request fulfilmentD. Demand managementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 47Which of the following BEST describes partners' in the phrase people, processes, products and partners"?A. Suppliers, manufacturers and vendorsB. CustomersC. Internal departmentsD. The facilities management functionCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 48Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?A. The service level managementB. The IT service continuity managementC. The service catalogue managementD. The supplier managementCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 49The experiences, ideas, insights and values of individuals are examples of which level of understandingwithin knowledge management?www.itil123.cnA. DataB. InformationC. KnowledgeD. GovernanceCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 50Which 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 charterCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 51Which 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 partiesA. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. All of the aboveCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 52Service transition contains detailed descriptions of which processes?A. Change management, service asset and configuration management, release and deploymentmanagementB. Change management, capacity management event management, service request managementC. Service level management, service portfolio management, service asset and configurationmanagementD. Service asset and configuration management, release and deployment management, requestfulfillmentCorrect Answer: Awww.itil123.cnSection: (none)ExplanationExplanation/Reference:QUESTION 53Which 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 servicesCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 54Which process would be used to compare the value that newer services have offered over those they havereplaced?A. Availability managementB. Capacity managementC. Service portfolio managementD. Service catalogue managementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 55Consider 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?A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groupsCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 56Hierarchic escalation is BEST described as?www.itil123.cnA. 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 agreementCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 57Which one of the following functions would be responsible for the management of a data centre?A. Technical managementB. Service deskC. Application managementD. Facilities managementCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 58Which 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 CycleCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 59Which process will regularly anal0yse incident data to identify discernible trends?A. Service level managementB. Problem managementC. C0hange managementD. Event managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 60Which is the correct definition of a customer facing service?A. One which directly supports the business processes of customersB. A service that cannot be allowed to failC. One which is not covered by a service level agreementD. A service not directly used by the businessCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 61Which one of the following is the BEST definition of the term service management?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, operatingtogether for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activitiesCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 62Which 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 incidentsCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 63Which one of the following is an objective of service catalogue management?A. Negotiating and agreeing service level agreementB. Negotiating and agreeing operational level agreementsC. Ensuring that the service catalogue is made available to those approved to access itD. Only ensuring that adequate technical resources are availableCorrect Answer: CSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 64Which 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 assetsand 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 serviceCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 65Which 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 targetsCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 66Which one of the following can help determine the level of impact of a problem?A. Definitive media library (DML)B. Configuration management system (CMS)C. Statement of requirements (SOR)D. Standard operating procedures (SOP)Correct Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 67The effective management of risk requires specific types of action. Which of the following pairs of actionswould be BEST to manage risk?A. Training in risk management for all staff and identification of risksB. Identification of risk, analysis and management of the exposure to riskC. Control of exposure to risk and investment of capitalD. Training of all staff and investment of capitalCorrect Answer: Bwww.itil123.cnSection: (none)ExplanationExplanation/Reference:QUESTION 68Which of the following is an enabler of best practice?A. StandardsB. TechnologyC. Academic researchD. Internal experienceCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 69Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People,Processes and one other "P". Which of the following is the additional "P"?A. ProfitB. PreparationC. ProductsD. PotentialCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 70Which of the following is NOT one of the five individual aspects of service design?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 architecturesCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 71Where 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 descriptionwww.itil123.cnCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 72Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make theircustomer's successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Reduction in the duration and frequency of service outagesA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 73What are the categories of event described in the ITIL service operation book?A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD. Warning, reactive, proactiveCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 74A process owner is responsible for which of the following?1. Defining the process strategy2. Assisting with process design3. Improving the process4. Performing all activities involved in a processA. 2, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 onlyCorrect Answer: CSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 75Which one of the following is concerned with policy and direction?A. Capacity managementB. GovernanceC. Service designD. Service level managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 76Which of the following should be considered when designing measurement systems, methods andmetrics?1. The services2. The architectures3. The configuration items4. The processesA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the aboveCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 77Which of the following is the best definition of IT service management?A. An internal service provider that is embedded within a business unitB. A complete set of all the documentation required to deliver world class services to customersC. Technical implementation of supporting IT infrastructure componentsD. The implementation and management of quality IT services that meet business needsCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 78Which of the following is service transition planning and support NOT responsible for?A. Prioritizing conflicts for service transition resourcesB. Coordinating the efforts required to manage multiple simultaneous transitionswww.itil123.cnC. Maintaining policies, standards and models for service transition activities and processesD. Detailed planning of the build and test of individual changesCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 79What are underpinning contracts used to document?A. The provision of IT services or business services by a service providerB. The provision of goods and services by third party suppliersC. Service levels that have been agreed between the internal service provider and their customerD. Metrics and critical success factors (CSFs) for internal support teamsCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 80In which document would you expect to see an overview of actual service achievements against targets?A. Operational level agreement(OLA)B. Capacity planC. Service level agreement(SLA)D. SLA monitoring chart(SLAM)Correct Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 81Who is responsible for ensuring that the request fulfillment process is being performed according to theagreed and documented standard?A. The IT directorB. The process ownerC. The service ownerD. The customerCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 82Which process is responsible for ensuring that appropriate testing takes place?www.itil123.cnA. Knowledge managementB. Release and deployment managementC. Service asset and configuration managementD. Service level managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 83Which of the following identify the purpose of business relationship management?1. To establish and maintain a business relationship between service provider and customer2. To identify customer needs and ensure that the service provider is able to meetA. Both of the aboveB. 1 onlyC. 2 onlyD. Neither of the aboveCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 84Which of the following is the correct definition of an outcome?A. The results specific to the clauses in a service level agreement (SLA)B. The result of carrying out an activity, following a process or delivering an IT serviceC. All the accumulated knowledge of the service providerD. All incidents reported to the service deskCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 85Understanding 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 DesignCorrect Answer: BSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 86Which process would ensure that utility and warranty requirements are properly addressed in servicedesigns?A. Availability managementB. Capacity managementC. Design coordinationD. Release managementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 87What would you call the groups of people who have an interest in the activities, targets, resources anddeliverables from service management?A. EmployersB. StakeholdersC. RegulatorsD. AccreditorsCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 88What 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. ?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)?Correct Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 89Which statement about the emergency change advisory board (ECAB) is CORRECTA. The ECAB considers every high priority request for change (RFC)www.itil123.cnB. 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 DirectorCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 90Which 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 incidentsCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 91Which of the following is NOT a recognized example of a service provider type within the ITIL framework?A. InternalB. ExternalC. Service deskD. Shared services unitCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 92Which 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 problemsCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 93Which process is responsible for providing the rights to use an IT service?www.itil123.cnA. Incident managementB. Access managementC. Change managementD. RequestfulfillmentCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 94What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?A. Business servicesB. Component servicesC. Supporting servicesD. Customer servicesCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 95Which 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 designA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the aboveCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 96How 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 architectCorrect Answer: BSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 97The addition, modification or removal of an authorized, planned or supported service or service componentand its associated documentation is a definition of what?A. A changeB. A change modelC. A change requestD. A change advisory boardCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 98Where should the following information be stored?1. The experience of staff2. Records of user behaviour3. Supplier's abilities and requirements4. User skill levelsA. The forward schedule of changeB. The service portfolioC. A configuration management database (CMDB)D. The service knowledge management system (SKMS)Correct Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 99Which of the following statements about standard changes are CORRECT?1. The approach is pre-authorized2. The risk is usually low and well understood3. Details of the change will be recorded4. Some standard changes will be triggered by the request fulfilment processA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveCorrect Answer: DSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 100Which 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, request fulfilment, and accessmanagementB. 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 managementCorrect Answer: ASection: (none)ExplanationExplanation/Reference:www.itil123.cnExam BQUESTION 1With which process is problem management likely to share categorization and impact coding systems?A. Incident managementB. Service asset and configuration managementC. Capacity managementD. IT service continuity managementCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 2What guidance does ITIL give on the frequency of production of service reporting?A. Service reporting intervals must be defined and agreed with the customersB. Reporting intervals should be set by the service providerC. Reports should be produced weeklyD. Service reporting intervals must be the same for all servicesCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 3Which one of the following does service metrics measure?A. FunctionsB. Maturity and costC. The end-to-end serviceD. Infrastructure availabilityCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 4Which 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 incidentsCorrect Answer: CSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 5Which process is responsible for low risk, frequently occurring, low cost changes?A. Demand managementB. Incident managementC. Release and deployment managementD. Request fulfillmentCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 6Which function or process would provide staff to monitor events in an operations bridge?A. Technical managementB. IT operations managementC. Request fulfillmentD. Applications managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 7Which 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 changesA. All of the aboveB. 1, 2 and 3 onlyC. 2 and 4 onlyD. 3 and 4 onlyCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 8Which of the following is NOT an objective of Continual Service Improvement?A. Review and analyze Service Level Achievement resultsB. Identify activities to improve the efficiency of service management processesC. Improve the cost effectiveness of IT services without sacrificing customer satisfactionwww.itil123.cnD. Conduct activities to deliver and manage services at agreed levels to business usersCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 9Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?A. DoB. PerformC. ImplementD. MeasureCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 10What 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 serviceCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 11Which of the following are classed as stakeholders in service management?1. Customers2. Users3. SuppliersA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 12www.itil123.cnFrom the perspective of the service provider, what is the person or group who defines or and agrees theirservice targets known as?A. UserB. CustomerC. SupplierD. AdministratorCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 13Which process is responsible for sourcing and delivering components of requested standard services?A. Request fulfilmentB. Service portfolio managementC. Service deskD. IT financeCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 14Which of the following is the best definition of service management?A. The ability to keep services highly available to meet the business needsB. A set of specialized organizational capabilities for providing value to customers in the form of servicesC. A complete set of all the documentation required to deliver world class services to customersD. An internationally recognized methodology to provide valuable services to customersCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 15Which of the following CANNOT be provided by a tool?A. KnowledgeB. InformationC. WisdomD. DataCorrect Answer: CSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 16Which 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 servicesCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 17Which 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 applicationCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 18What is a RACI model used for?A. Performance analysisB. Recording configuration itemsC. Monitoring servicesD. Defining roles and responsibilitiesCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 19The remediation plan should be evaluated at what point in the change lifecycle?A. Before the change is approvedB. Immediately after the change has failed and needs to be backed outC. After implementation but before the post implementation reviewD. After the post implementation review has identified a problem with the changeCorrect Answer: ASection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 20Which of the following statements MOST correctly identifies the scope of design coordination activities?A. Only changes that introduce new servicesB. It is mandatory that all changes are subject to design coordination activityC. Only changes to business critical systemsD. Any change that the organization believes could benefitCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 21What is the PRIMARY process for strategic communication with the service provider's customers?A. Service catalogue managementB. Service portfolio managementC. Service deskD. Business relationship managementCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 22Which 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 managementsystem (CMS)D. To deliver and manage IT services at agreed levels to business usersCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 23What are customers of IT services who work in the same organization as the service provider known as?A. Strategic customersB. External customersC. Valued customersD. Internal customersCorrect Answer: DSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 24Access management is closely related to which other process?A. Capacity management onlyB. 3rd line supportC. Information security managementD. Change managementCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 25In which core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?A. Service strategyB. Service designC. Service transitionD. Service operationCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 26Which of the following is the BEST reason for categorizing incidents?A. To establish trends for use in problem management and other IT service management (ITSM) activitiesB. To ensure service levels are met and breaches of agreements are avoidedC. To enable the incident management database to be partitioned for greater efficiencyD. To identify whether the user is entitled to log an incident for this particular serviceCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 27A 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 information purposes, a known error record can be created at any time it is prudent to do soB. No: the Known Error should be created before the problem is loggedC. 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 servicewww.itil123.cnCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 28Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make theircustomers successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Support the creation of a portfolio of quantified servicesA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 29Which 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 futureA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 30Which 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 releaseCorrect Answer: BSection: (none)Explanationwww.itil123.cnExplanation/Reference:QUESTION 31Which of the following are sources of best practice?1. Academic research2. Internal experience3. Industry practicesA. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 onlyCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 32Which 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 proceduresA. 1, 2 and 3 onlyB. All of the aboveC. 1 and 3 onlyD. 2 and 4 onlyCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 33Which 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 possibleCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 34Which of the following statements about service asset and configuration management is/are CORRECT?www.itil123.cn1. A configuration item (CI) can exits as part of any numbers other CIs at the same time2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the aboveCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 35Which of the following are types of service defined in ITIL?1. Enabling2. Core3. Enhancing4. ComputerA. 1, 3 and 4 onlyB. 2, 3 and 4 onlyC. 1, 2 and 4 onlyD. 1, 2 and 3 onlyCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 36In 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 planCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 37Which one of the following is NOT a characteristic of a process?A. It is measureableB. It delivers specific resultsC. It responds to specific eventsD. It structure an organizationCorrect Answer: Dwww.itil123.cnSection: (none)ExplanationExplanation/Reference:QUESTION 38Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?A. To ensure that a service managed and operated accordance with constraints specified during designB. 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 releaseCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 39Which of the following BEST describes technical management?A. A function responsibilities for facilities management and building control systemsB. A function that provides hardware repair services for technology involved in the delivery of service tocustomersC. Senior managers responsibilities for all staff within the technical support functionD. A function that includes providing technical expertise and overall management of the IT infrastructureCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 40Which of the following is not a service desk type recognized in the service operation volume of ITIL?A. LocalB. CentralizedC. OutsourcedD. VirtualCorrect Answer: CSection: (none)ExplanationExplanation/Reference:QUESTION 41What is the primary focus of the business management?A. Management, control and prediction of the performance, utilization and capacity of individual elementsof IT technologyB. Review of all capacity supplier agreements and underpinning contracts with supplier managementC. Management, control and prediction of the end-to-end performance and capacity of the live,www.itil123.cnoperational IT servicesD. Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashionCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 42Which process has the purpose to ensure that, by managing the risks could seriously affect IT services,the IT service provider can always provide minimum agreed business-related service levels?A. Change managementB. IT service continuity managementC. Financial management for IT servicesD. Service catalog managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:QUESTION 43Which 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 changeB. 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 managerwithout a change advisory board (CAB) meetingCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 44Which 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 managementCorrect Answer: BSection: (none)ExplanationExplanation/Reference:www.itil123.cnQUESTION 45Which one of the following do major incidents require?A. Separate proceduresB. Less urgencyC. Longer timescalesD. Less documentationCorrect Answer: ASection: (none)ExplanationExplanation/Reference:QUESTION 46What 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 customersCorrect Answer: DSection: (none)ExplanationExplanation/Reference:QUESTION 47In 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 is modeledD. Service value is visible to customersCorrect Answer: DSection: (none)ExplanationExplanation/Referenc