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

A.

It is measureable

B.

It delivers specific results

C.

It responds to specific events

D.

It structure an organization

Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

A.

1, 3 and 4 only

B.

2, 3 and 4 only

C.

1, 2 and 4 only

D.

1, 2 and 3 only

Which 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) 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

Which one of the following is the BEST description of a service level agreement (SLA)?

A.

The part of a contract that specifies the responsibilities of each 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

Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites

A.

1, 2 and 3 only

B.

All of the above

C.

1, 3 and 4 only

D.

1 and 3 only

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

A.

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

Which process is involved in monitoring an IT service and detecting when the performance
drops below acceptable limits?

A.

Service asset and configuration management

B.

Event management

C.

Service catalogue management

D.

Problem management

In terms of adding value to the business, which one of the following describes service
operation s contribution?

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 modeled