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Question 1:
Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
Correct Answer: B
Question 2:
Which practice nurtures links with stakeholders at strategic and tactical levels?
A. Service level management
B. Relationship management
C. Continual improvement
D. Supplier management
Correct Answer: B
Question 3:
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and supplies
D. Value streams and processes
Correct Answer: D
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service- management
Question 4:
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
A. Facilities Management
B. Access Management
C. Request Fulfillment
D. Service Asset and Configuration Management
Correct Answer: D
Question 5:
Which can act as an operating model for an organization?
A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
Correct Answer: B
Question 6:
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
Correct Answer: B
Question 7:
“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following?
A. Functions and Processes
B. Markets and Customers
C. Applications and Infrastructure
D. People, products and technology
Correct Answer: A
Question 8:
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A. existing information
B. new methods
C. additional measurements
D. revised processes
Correct Answer: A
Question 9:
Which of the following is the BEST definition of an event?
A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
Correct Answer: A
Question 10:
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A. Operational contract
B. Underpinning contract
C. Serviceability contract
D. Service level contract
Correct Answer: B
Question 11:
Which of the following identify the purpose of business relationship management?
1.
To establish and maintain a business relationship between service provider and customer
2.
To identify customer needs and ensure that the service provider is able to meet
A. Both of the above
B. 1 only
C. 2 only
D. Neither of the above
Correct Answer: A
Question 12:
Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management
B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management
Correct Answer: A
Question 13:
Which service management dimension is focused on activities and how these are coordinated?
A. Partners and suppliers
B. Information and technology
C. Value streams and processes
D. Organizations and people
Correct Answer: C
Question 14:
What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Delivered service
C. Internal service
D. External service
Correct Answer: C
Question 15:
Which three types of metric support Continual Service Improvement (CSI) activities?
A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
Correct Answer: C
Reference: https://books.google.com.pk/books?id=h8q-ceduUGsCandpg=PA61andlpg=PA61anddq=types+of +metric+support+Continual+Service +Improvementandsource=blandots=0hdWRAC4Fnandsig=Zc2JAODvh3osWZUTBaAFMb1fckandhl=enandsa=Xandved=0ahUKEwjf_N3E0oXOAhXKq48KHYlcCGoQ6AEIJjAC#v=onepageandq=types% 20of%20metric%20support%20Continual%20Service%20Improvementandf=false