Marks for corect answer 4 | wities2. Process policy3. Process roles4. Process metics ‘ofthe following are generic elements of a process?1. Process Acti @ Allof the above 01, 3.and 4 only © tonly Mark for Review & Next sar Response P Type here to searchthat are being run or being fhich process is responsible for recording the current details, status, nerfaces and dependencies of all services. “prepared to run in the live environment? (© Semvice level management ‘© Senvice transition (© Demand management ‘@ Service catalogue management MarkforReview & Next Clear Response eed Type here to search ypeMarks for correct answer 4 | Io|the following statements is incorrect about pattems of demand generated by he customers business? IB Demand can be influenced by charging diferent rates at diferent times. (© They are driven by pattems of business activity ID thay are delivered to the Capacity Management process so the capacty 10 deliver services at the agreed levels can be ensured © Understanding pattems of business activity is unimportant WarkforReview&Next Clear ResponseMarks for correct answer 4 | Negative Ma Question Type :MCQ Question No. 22 jon2 Increased levels of ing in Service Management?Statements1 Incteased customer salisfacs Which of the following are reasons for investi nnts4 Increased number of SLA breaches availability3 Reduction in the number of Incider 1, 2and 4 only © 1, 2and3 only © 2, 3.and4 only © 1,3.and4 only Mark for Review & Next lear Response erSey ‘Question Type :MCQ Marks for correct answer 4 | Negative Question No. 21 " s “Services are a means of delivering ‘value to customers by costs and risks." Which entity owns the risks? fe without the ownership of specific facilitating the outcomes customers want to achiev © The service desk function O The customer © The IT organization © The service provider Mark for Review & Next Clear Response reyQuestion Type :MCQ Question No. 13 ‘What are the three elements of the Service Portfolio? © Service Portfolio, Business Service Catalogue, Technical Services Catalogue © Chartered, Operational, Retired fecycle .e Knowledge Management System, Service Portfolio, Service Lit (© Service « Service Pipeline, Service Catalogue, Retired Services k for Review & Next ‘Marks for correct answer 4 | Negative‘Marks for correct answer 4 | Negative Bea Question Type :MCQ_ fe or eae Question No. 16 ei Which js the best description of a Service Catalogue? © An agreement between an IT Service Provider and the IT customer(s) yanaged by a Service Provider isthrough each stage ofits lifecycle hose available for deployment © The complete set of services that are m: > A document defining all aspects of an IT Service and its requirement w Adatabase or structured document with information about all ive ITservices, including i Clear Response Mark for Review & NextEEO ‘Question Type :MCQ |) question No. 15 What guidance does ITIL give on the frequency of production of service reporting? © Reports should be produced weekly Reporting intervals should be set by the service provider © Service reporting intervals must be defined and agreed with the customers Service reporting intervals must be the same for all services ‘Marks for correct answer 4 | Negativehe) ‘ans ort Question Type :MCQ. ‘Question No. 14 Which one ofthe following provides the CORRECT ist of processes within the service operation stage of the service lifecycle? © Incident management, service desk, request fulfiment, access management, and event management 5 Event management, incident management, change management, and access management problem management, service desk, request fulfilment, and event management \uest fulfilment, and access management Incident management, © Event management, incident management, problem management, req Clear Respon: Mark for Review & Next‘Question Type -MCQ Question No. 20 Which ofthe following statements BEST describes one of the purposes ofService Analytics? service Analytics is useful to restore normal Service Operation as quickly as possible in case of an inclent. © Service Analytics is a means to ensure proper funding for the delivery and consumption of services: « Service Analytics is useful to model existing components and services tothe higher4evel business Sericos Service Analytics is a means for automating simple and routine tasks and interactions. ‘Marks for correct answer 4 | Negative rel CS]Ea ee Question Type McQ. Question No. 19 1 following is the Service Catalogue Manager responsible? Ensuring that Catalogue is consistent with informa ‘ting thatthe information in service catalogue Is accurate and Bact information within the Service Pipeline is accurate and tion in the Service pipeline. 3.Ensuring that all, ‘operational ed up. For which of the upto date.2. Ensuring that information in the Service services are recorded in the service catalogue. 4 Ens © 2,3, and 4 only Allof the above 4 and 2 only Band 4 only 8 Next Ra ehQuestion No. 18 of good ServiceDesign practices? Which of the following benefits is NOT primarily the result © Reduce total cost of ownership 5 Improved quality and consistency of service «@ Increased success rate of changes and releases for the business. More effective Service Management processes Bark for Review & Next eee Marks for correct answer 4 | Negative Ma‘Question Type -MCQ Question No. 13 What are the three elements of the Service Portfolio? © Service Portfolio, Business Service Catalogue, Technical Services Catalogue © Chartered, Operational, Retired 5 Service Knowledge Management System, Service Portfolio, Service Lifecycle « Service Pipeline, Service Catalogue, Retired Services Clear Response | Mark for Review & Next P Type here to search Marks for € fortect answer 4 | NegativeQuestion Type :MCQ Question No. 12 rviceresponsible for?1. Representing the service in Change Advisory Which of the following activities is the Service Owner of a specific ser sppropriate Process Boardmestings 2. Participating n negotiating Service Level Agreements. Defining the process strategy Liaising with the a Owners, All of the above ) > only @ 1, 2,and4 only | © tand 2 only eeMarks for correct answer 4 | Negative Marks Question No. 11 1) Wich of the folowing is not a primary conoem of Service Strategy? @ Defining a Release Plan 5 Understanding how to create value for customers © Providing guidance on setting strategy Setting policies and objectivesQuestion Type :MCQ Marks for correct ansiner | Negative MaRS ‘Question No. 10 Which ofthe following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? © Change proposal Service request Risk register Change policy© No: a known error record is created when the original incident is raised @ Yes: for information purposes, a known error record can be created at any time itis prudent to do so © No: a known error record should be created with the next release of the service 5 No: the Known Error should be created before the problem is logged Mark for Review & Next Clear Response PD Type here to search aro—— Sections ‘Question Type :MCQ ‘Question No. 8 How many phases are there in the Service Lifecycle?=n ‘Question Type:MCQ ‘Question No. 7 Which of the following pieces of data is LEAST useful when diagnosing an incident? © The cost ofthe Cl that is affected by the Incident The identity of the user who called the Service Desk to report the Incident © The time and date the Incident was reported © The unique identity of the affected Cl Mark for Review & Next Clear Responsek= = Question No. 6 nich ofthe folowing are the MAIN objectives of incident management”. To automaticaly delet service-affecting events2. To restore no service operation as quickly as possible3. To minimize adverse impacts on business operaions 4 and 2 only 1 and only © Allof the above | © 2end3ony Mark for Review B Next imprest ies Dalz=a Question Type MCQ and objectives for the Service Level Management process? provide and improve IRE ess and customers 2. T0 Prosue® ensure that proacti ce Management processes PY Pi Question No.5 ¢ following are goals ith the busin of the business 3. TO and Seni which of th andoommunication wi and future needs fective business ye measures 19 roxiding accurate information current support efficient and 1 only 4, 2and 3 only @ 1 and 3only All of the above Clear Response ark for Review & NewQuestion Type MCQ rave an owner. 2. process takes one ist be defined in measut Question No. 4 4. all processes should iews. 3. All processes objectives mus statements is correct? Which of the following and revi defined outputs, such 2s PIOSSS reports an objective. 5 2 and 4 only @ Allof the above 4,2,and4 4 and 2 only Mark for Review & Next lear Response _ nara to search,‘SS Question Type MCQ Question No. 3 What is the role of the emergency change advisory board (ECAB)? nd to decide whether they should be authorized © To assist the change manager in evaluating emergency changes al ceding up the emergency change process so that no unacoe es are made during particularly volatile business jptable delays occur > To assist the change manager in sp Jo assist the change manager in ensuring that no urgent chan ger by implementing emergency changes Jo assist the change mana: here to searchBt eM Petrol aA Ua aha ‘ueston ype MC question Nos 14 og we tomas eto Wak sericea arnae aoverna an stems by ota oTHeaastomerSection Question Type McQ Question No. 5 What are the three types of metrics that an organization should ¢ O Strategic, tactical and operational O Return on investment (ROI), value on investment (VOI), qualit ® Technology, process and service © Critical success factors (CSFs), key performance indicators (kl [ Mark for Review & Next Clear Response POMP Y Ey)