Mock Exam18-08-2015

Tema 1

1. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

a. An agreement with an individual customer Group, covering all the services that they useb. An agreement that covers one service for a single customerc. An agreement that covers service specific issues in a multi-level SLA structured. An agreement that covers one service for all customers of that service

2. Which of the following would a Major Problem Review examine?

1. Things that were done correctly2. Those things that were done incorrectly3. How to prevent recurrence4. What could be done better in the future

a. 1 onlyb. 2 and 3 onlyc. 1, 2 and 4 onlyd. All of the above

3. “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. Applications and infrastructureb. Functions and Processesc. Service Pipeline and Service Catalogued. Markets and Customers

4. Which of these activities would commonly be performed by a Service Desk?

1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Diagnosing the root cause of problems

a. All of the aboveb. 1, 2 and 3 onlyc. 2 and 4 onlyd. 3 and 4 only

5. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

a. Service Asset and Configuration Managementb. Event Managementc. Service Catalogue Managementd. Performance Management

6. Which of the following provides the PRIMARY source of guidance on what needs to be protected by Information Security Management?

a. IT managementb. Service Desk Managerc. Business Managementd. The Change Manager

7. Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

a. The ECAB considers every high priority Request for Changeb. Amongst the duties of the ECAB is the review of completed emergency changec. The ECAB will be used for emergency changes where there may not be time to call a full

CABd. The ECAB will be chaired by the IT Director

8. Where would you expect incident resolution targets to be documented?

a. A Service Level Agreement (SLA)b. A Request for Change (RFC)c. The Service Portfoliod. A Service Description

9. What would be the next step in the Continual Service Improvement (CSI) Model after:

1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. Did we get here?6. ?

a. What is the Return On Investment (ROI)?b. How much did it cost?c. How do we keep the momentum going?d. What is the Value On Investment (VOI)?

10. Which of the following statements about communication within Service Operation are CORRECT?

1. All communication must have an intended purpose or resultant action2. Communication should not take place without a clear audience

a. 1 onlyb. 2 onlyc. Both of the aboved. None of the above

11. Which of the following is the CORRECT definition of a Release Unit?

a. A measurement of costb. A function described within Service Transitionc. The team of people responsible for implementing a released. The portion of a service or IT infrastructure that is normally released together

12. Which of the following statements correctly states the relationship between urgency, priority and impact?

a. Impact, priority and urgency are independent of each otherb. Urgency should be based on impact and priorityc. Impact should be based on urgency and priorityd. Priority should be based on impact and urgency

13. Which of the following is NOT a characteristic of a process?

a. It is measurableb. It delivers specific resultsc. It responds to specific eventsd. It structures an organization

14. Which process or function is responsible for monitoring activities and events in the IT infrastructure?

a. Service Level Managementb. IT Operations Managementc. Capacity Managementd. Incident Management

15. Which process is responsible for managing relationships with vendors?

a. Change Managementb. Service Portfolio Managementc. Supplier Managementd. Continual Service Improvement

16. Which of the following BEST describes the goal of Access Management?

a. To provide a channel for users to request and receive standard servicesb. Provides the rights for users to be able to use a service or group of servicesc. To prevent Problems and resulting Incidents from happeningd. To detect security events and make sense of them

17. What body exists to support the authorization of changes and to assist Change Management in the assessment and prioritization of changes?

a. The Change Authorization Boardb. The Change Advisory Boardc. The Change Implementerd. The Change Manager

18. Which of the following should be considered when designing measurement systems, methods and metrics?

1. The service2. The architecture3. The configuration items4. The processes

a. 1, 2 and 3 onlyb. 1, 3 and 4 onlyc. 2, 3 and 4 onlyd. All of the above

19. Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review2. Continual Improvement3. Implement initiatives4. Plan for improvement

a. 1 Plan, 2 Do, 3 Check, 4 Actb. 3 Plan, 2 Do, 3 Check, 1 Actc. 4 Plan, 3 Do, 1 Check, 2 Actd. 2 Plan, 3 Do, 4 Check, 1 Act

20. Which of the following is NOT a purpose of Service Transition?

a. To ensure that a service can be managed, operated and supportedb. To provide training and certification in project managementc. To provide quality knowledge of Change, Release and Deployment Managementd. To plan and manage the capacity and resource requirements to manage a release

21. The BEST description of an Incident is:

a. An unplanned disruption of service unless there is a backup to that serviceb. An unplanned disruption to the service or a reduction in the quality of that servicec. Any disruption to service whether planned or unplannedd. Any disruption to service that is reported to the Service Desk, regardless of whether the

service is impacted or not

22. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

a. Configuration Baselineb. Project Baselinec. Change Baselined. Asset Baseline

23. Which statement should NOT be part of the value proposition for Service Design?

a. Reduced Total Cost of Ownershipb. Improved quality of servicec. Improved Service alignment with business goalsd. Better balance of technical skills to support live services

24. Which of the following statements about the Service Owner is INCORRECT?

a. Carries out the day-to-day monitoring and operation of the service they ownb. Contributes to continual improvement affecting the service they ownc. Is a stakeholder in all of the IT processes which support the service they ownd. Is accountable for a specific service within an organization

25. Which of the following statements BEST describes the aims of Release and Deployment Management?

a. To build, test and deliver the capability to provide the services specified by Service Designb. To ensure that each Release package specified by Service Design consists of a set of

related assets and service componentsc. To ensure that all changes can be tracked, tested and verified if appropriated. To record and manage deviations, risks and issues related to the new or changed service

26. What are Request Models used for?

a. Assessing changes to understand their potential impactb. Modeling arrival rates and performance characteristics of service requestsc. Comparing the advantages and disadvantages of different Service Desk approaches such

as local or remoted. Defining how common types of service requests should be processed

27. Which of the following are objectives of Service Level Management?

1. Defining, documenting and agreeing the level of IT Services to be provided2. Monitoring, measuring and reporting the actual levels of services provided3. Monitoring and improving customer satisfaction4. Identifying possible future markets that the Service Provider could operate in

a. 1, 2 and 3 onlyb. 1 and 2 onlyc. 1, 2 and 4 onlyd. All of the above

28. What are the two major processes in Problem Management?

a. Technical and Serviceb. Resource and Proactivec. Reactive and Technicald. Proactive and Reactive

29. Service Design emphasizes the importance of the ‘Four Ps’. Which of the following is a correct list of these ‘Four Ps’?

a. People, Products, Partners, Profitb. People, Process, Products, Partnersc. Potential, Preparation, Performance, Profitd. People, Potential, Products, Performance

30. Which of the following areas would technology help to support during the Service Lifecycle?

1. Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process Design

a. 2, 3 and 4 onlyb. 1, 3 and 4 onlyc. 1, 2 and 3 onlyd. All of the above

31. In which of the following should details of a workaround be documented?

a. The Service Level Agreement (SLA)b. The problem recordc. The Availability Management Information Systemd. The IT service continuity plan

32. Service Transition contains detailed descriptions of which processes?

a. Change Management, Service Asset and Configuration Management, Release and Deployment Management

b. Change Management, Capacity Management, Event Management, Service Request Management

c. Service Level Management, Service Portfolio Management, Service Asset and Configuration Management

d. Service Asset and Configuration Management, Release and Deployment Management, Request Fulfilment

33. Effective Service Transition can significantly improve a service provider’s ability to handle high volumes of what?

a. Service level requestsb. Changes and Releasesc. Password resetsd. Incidents and Problems

34. How many people should be accountable for a process as defined in the RACI model?

a. As many as necessary to complete the activityb. Only one – the process ownerc. Two – the process owner and the process enactord. Only one – the process architect

35. The goal of which process is: “To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle”?

a. Knowledge Managementb. Availability Managementc. Service Asset and Configuration Managementd. Change Management

36. Which Service Design process makes the most use of data supplied by Demand Management?

a. Service Catalogue Managementb. Service Level Managementc. IT Service Continuity Managementd. Capacity Management

37. Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?

a. Technology, Customer, Userb. Corporate, Customer, Servicec. Corporate, Customer, Technologyd. Service, User, IT

38. Customer perceptions and business outcomes help to define what?

a. The value of a serviceb. Customer satisfactionc. Total cost of ownershipd. Key performance indicators

39. What is IT Governance concerned with?

a. Measuring and improving the efficiency and effectiveness of IT processesb. Ensuring that IT processes support the organization’s strategies and objectivesc. Reducing the total cost of providing services to the businessd. Ensuring that targets documented in Service Level Agreements (SLAs) are met

40. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

a. Service Operationb. Service Transitionc. Continual Service Improvementd. Service Strategy