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NO.1 Which of the following BEST describes a problem?
A. An issue reported by a user
B. The cause of two or more incidents
C. The cause of one or more incidents
D. A serious incident which has a critical impact to the business
Answer: C

NO.2 What is theBESTdescription of the CSI register?
A. It is a record of proposed improvement opportunities and the benefits that will be achieved
B. It is a record of new services to be approved by a customer, including proposed implementation
dates
C. It is a record of all authorised changes and their planned implementation dates
D. It is a record of completed improvements and the relevant customer satisfaction metric
Answer: A

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NO.1 What are the categories of event described in the UIL service operation book?
A. Warning, reactive, proactive
B. Scheduled, unscheduled, emergency
C. Informational, scheduled, normal
D. Informational, warning, exception
Answer: D

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NO.2 Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Functions
B. Teams
C. Roles, people or groups
D. Job descriptions
Answer: C

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NO.3 Which one of the following functions would be responsible for the management of a data
centre?
A. Service desk
B. Technical management
C. Application management
D. Facilities management
Answer: D

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NO.4 Which process is responsible for managing relationships with vendors?
A. Service portfolio management
B. Continual service improvement
C. Supplier management
D. Change management
Answer: C

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NO.5 What do customer perceptions and business outcomes help to define?
A. Total cost of ownership (TCO)
B. Governance
C. Key performance indicators (KPIs)
D. The value of a service
Answer: D

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NO.6 At which stage of the service lifecycle should the processes necessary to operate a new service
be defined?
A. Service design: Design the processes
B. Service transition: Plan and prepare for deployment
C. Service operation: IT operations management
D. Service strategy: Develop the offerings
Answer: A

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NO.7 Which of the following BEST describes partners'in the phrase people, processes, products and
partners"?
A. The facilities management function
B. Internal departments
C. Customers
D. Suppliers, manufacturers and vendors
Answer: D

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NO.8 Which process is responsible for recording the current details, status, interfaces and
dependencies of all services that are being run or being prepared to run in the live environment?
A. Service catalogue management
B. Service level management
C. Service transition
D. Demand management
Answer: A

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NO.9 Which one of the following do technology metrics measure?
A. Customer satisfaction
B. Processes
C. Components
D. The end-to-end service
Answer: C

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NO.10 Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Normal, temporary, emergency, personal, group
C. Physical, personnel, network, emergency, service
D. Rights, access, identity, directory services, service/service components
Answer: D

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NO.11 Which process will perform risk analysis and review of all suppliers and contracts on a regular
basis?
A. The supplier management
B. The service catalogue management
C. The IT service continuity management
D. The service level management
Answer: A

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NO.12 Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Neither of the above
D. Both of the above
Answer: B

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NO.13 Why are public frameworks, such as 1TIL, attractive when compared to
proprietaryknowledge?
A. Proprietaryknowledge has been tested in a wide range of environments
B. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
C. Public frameworks are always cheaper to adopt
D. Public frameworks are prescriptive and tell you exactly what to do
Answer: B

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NO.14 The BEST description of an incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. Any disruptionto service whether planned or unplanned
C. An unplanned interruption to service or a reduction in the quality of service
D. Any disruption to service that is reported to the service desk, regardless of whether the service is
impacted or not
Answer: C

NO.15 Which of the following are reasons why ITILis successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Answer: D

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NO.16 Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Answer: D

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NO.17 Service transition contains detailed descriptions of which processes?
A. Service level management, service portfolio management, service asset and configuration
management
B. Change management, capacity management event management, service request management
C. Service asset and configuration management, release and deployment management, request
fulfillment
D. Change management, service asset and configuration management, release and deployment
management
Answer: D

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NO.18 A process owner has been identified with an "I" in a RACI matrix. Which one of the following
would be expected of them?
A. Manage an activity
B. Be accountable for the outcome of an activity
C. Perform an activity
D. Be kept up-to-date onthe progress of an activity
Answer: D

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NO.19 The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?
A. Governance
B. Information
C. Data
D. Knowledge
Answer: D

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NO.20 Which one of the following would NOT be defined as part of every process?
A. Functions
B. Roles
C. Metrics
D. Inputs and outputs
Answer: A

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