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1. Input from which processes could be considered by service level management when
negotiating service level agreements (SLA)?
All other ITIL Process (all of the processes need to be consulted for their opinion
on what are realistic targets)
2. Which one of the following statements about a standard change is INCORRECT?

They must be implemented as soon as possible (Standard Changes can be raised in

many ways, of which by Incident Management is only one)
3. Which of the following statements about the service desk are CORRECT?
1. It Manages incidents and service requests
2. Service desk staff try to restore service as quickly as possible

4. Which of the following statements about functions are CORRECT?

1. They may include tools

2. They are groups that use resources to carry out one or more activities
3. One person or group may perform multiple functions

5. Which one of the following is the BEST description of the activities carried out
by facilities management?

Management of the physical IT environment such as a data center or computer room

(Facilities Management, which refers to the management of the physical IT
environment, typically a Data Center or Computer Rooms)

6. Which process would assist with the identification and resolution of any
incidents and problems associated with service or component performance?
Capacity Management (is broken down into the sub processes listed in answer as part
of the basic concepts. Supplier and Technology Capacity Management do not exist)

7. Which one of the following statements about the known error database (KEDB) is
MOST Correct?
The KEDB (Known Error Database) should be used during the incident diagnosis phase
to try to speed up the resolution process

8. Which of the following statements about key performance indicators (KPIs)and

metrics are CORRECT?
1. Service metrics measure the end to end service
2. Each KPI (Key Performance Indicators) should relate to a critical success factor
3. Metrics can be used to identify improvement opportunities
4. KPIs (Key Performance Indicators) can be both qualitative and quantitative

9. Which one of the following maintains relationships between all service

components?

The Configuration Management System (CMS)

10. Should customer's request for a new service ALWAYS be fulfilled?
Yes- the service provider should ensure that all requests for new services are
fulfilled
11. Which of the following statements is/are CORRECT?
1. Problem Management can support the Service desk by providing known errors to
speed up incident resolution

12. A failure has occurred on a system and is detected by a motoring tool. This
system supports a live IT service. When should an incident be raised?
Immediately, to limit or prevent impact on users

13. Which of the following could be considered stakeholders in a service management

project?
Supplier
Functions

14. Which of the following activities does service asset and configuration
management ensure are performed?
1. Configuration items (CIs) are identified
2. Cls are baselined
3. Changes to Cls are controlled
15. Which of the following aspects of Service Design should be considered when
designing a Service Solution?
1. Management Information systems and tools
2. Technology architectures
3. The process required

16. Which one of the following statements is CORRECT for all Processes
They deliver results to a customer or stakeholder
17. Which process is primarily responsible for packaging, building, testing and
deploying services?
Release and deployment management

18. Which one of the following is the BEST example of a workaround?

A technician installs a script to temporarily divert prints to an alternative

printer until a permanent fix is applied

19. Which of the following areas can be helped by Technology?

1. Request Management
2. Service Catalog Management
3. Detection and monitoring
4. Design and modeling

20. Which one of the following is the CORRECT list of stages in the Deming Cycle?

Plan, Do, Check, Act

(the four key stages of the cycle are)

21. Which two processes will be involved the MOST in negotiating and agreeing
contracts for the provision of recovery capability to support continuity plans?
IT Service continuity management and SUPPLIER MANAGEMENT
22. Which one of the following is the BEST definition of an incident Model?
A set of pre-defined steps to be followed when dealing with a known type of
incident

23. What roles are defined in the RACI model?

Responsible, Accountable, Consulted, Informed

24. Which stage of the service lifecycle decides what services should be offered
and to whom they will be offered?
Service Strategy (Deciding what services you should offer and whom is an integral
part of Service Strategy)

25. Which of the following does continual service improvement (CSI) provide
guidance on?
1. How to improve process efficiency and effectiveness
2. How to improve services
3. Improvement of all stages of the service lifecycle

26. Which of the following is a type of Service level agreement (SLA) described in
the ITIL service design publication?
Customer-Based SLA (there are no such SLA types described in SD as Priority-based,
Technology-based, or Location-based described in the SD book)

27. Which is the best definition of an event?

A change of a state that has significance for the management of an IT Service (An
event can be defined as any detectable or discernible occurrence that has
significance for the management of the IT infrastructure or the delivery of IT
Service)

28. Which one of the following is the MOST appropriate stakeholder to define the
value of a service?
Customers (You must design measurements and metrics into your service )

29. Which of the following should be treated as an incident?

1. a user is unable to access a service during service hours
2. an authorized IT staff member is unable to access a service during service hours
3. a network component fails but the user is not aware of any disruption to service

4. a user contacts the service desk about the slow performance of an application

30. Which one of the following statement about a change model is CORRECT?
A change model defines steps that should be taken to handle a particular type of
change

31. The CSI approach uses a number of techniques. Which one of the following
techniques would BEST help a business understand "Where are we now"?

Reviewing critical Success factors

32. Which Service Operation processes are missing from the following list?

Incident Management
Problem Management
Access Management
*Event Management
*Request Fulfillment

33. Which stage of the service lifecycle provides a framework for evaluating
service capabilities and risk profiles before new or changed services are deployed?

Service Transition
34. Which of the following activities should a service owner undertake?
Representing a specific service across the organization
Helping to identify service improvements
Representing a specific service in change advisory board (CAB) meetings

35. Which one of the following is NOT a purpose or objective of Availability

Management?
To ensure that business continuity plans are aligned to business objectives
36. Which one of the following is a CORRECT description of the "Four Ps" of service
design?
Four Major areas that need to be considered during service design
(The People, The Process, The Products, The Partners)
37. Which one of the following BEST describes a major problem review?
A Major problem review is run as part of the change advisory board (CAB) by the
change manager. It is conducted after the request for change (RFC) to resolve the
problem has been completed.

38. Which one of the following statements about supplier management is INCORRECT?
Supplier Management negotiates operation level agreements (OLA)
39. Which one of the following is a primary purpose of business relationship
management
Carrying out operational activities to support services
40. Which one of the following statements is an objective of the design
coordination process?
To ensure that service availability