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Question 1:
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization\’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
A. costs
B. users
C. value
D. performances
Correct Answer: D
Question 2:
Which of the following ensures that a service provider and a service consumer continually co-create value?
A. Service consumption
B. Service offerings
C. Change enablement
D. Service relationship management
Correct Answer: D
Question 3:
Which skill is required by the `service level management\’ practice?
A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
Correct Answer: A
Question 4:
What is the pre-authorized change known as?
A. A normal change
B. A retrospective change
C. A standard change
D. An ordinary change
Correct Answer: C
Question 5:
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager
Correct Answer: B
Question 6:
Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
Correct Answer: B
Question 7:
Which process is responsible for ensuring that appropriate testing takes place?
A. Knowledge management
B. Release and deployment management
C. Service asset and configuration management
D. Service level management
Correct Answer: B
Question 8:
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Correct Answer: B
Question 9:
How should an organization adopt continual improvement methods?
A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles
Correct Answer: B
Question 10:
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Service Desk Manager
B. The Service Manager
C. The Request Fulfillment Process Manager
D. The Request Fulfillment Process Owner
Correct Answer: D
Question 11:
Which one of the following does service metrics measure?
A. Functions
B. Maturity and cost
C. The end-to-end service
D. Infrastructure availability
Correct Answer: C
Question 12:
Which 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 service
C. All the accumulated knowledge of the service provider
D. All incidents reported to the service desk
Correct Answer: B
Question 13:
Which is an activity of the \’incident management” practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
Correct Answer: A
Question 14:
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Correct Answer: C
Question 15:
Which ITIL concept helps an organization to make good decisions?
A. Guiding principles
B. Four dimensions of service management
C. Practices
D. Service value chain
Correct Answer: A