EXAM 10 36 OUT OF 40

Question 1
What name is given to the service provided between two business units of the same company?
organization?
a) Strategic service
b) Service provided
c) Internal service
d) External service

Question 2
Which of the following options is the BEST definition of an event?
Any change of status that has significance for the management of an element
configuration (CI) or of an IT service
b) An unplanned interruption of an IT service or a reduction in the quality of a
IT service
c) The unknown cause of one or more incidents that have an impact on an IT service
d) Reduce or eliminate the cause of an incident or a problem

Question 3
Which of the following options would NOT normally be included in a business case?
a) A description of the business impact
b) A financial analysis
c) A detailed project plan
d) A scheme of risks and contingencies

Question 4
What role is responsible for the operational management of a process?
e) Process operator
f) Process manager
g) Service manager
h) Change Manager

B
Question 5
Which of the following options is the CORRECT set of steps for the improvement approach?
service continuation?
a) Visualize a strategy; Design the solution; Transition to production; Operate the
solution; Continuously improve.
b) Where do we want to be?, How can we get there?, How do we check that
Did we arrive? How can we maintain the momentum?
c) Identify the results required by the business; Plan how to achieve the results,
implement the plan; Verify that the plan has been properly implemented; Improve the
solution.
d) What is the vision? Where are we now? Where do we want to be? How can we
Get there? Did we arrive? How can we maintain the momentum?

Question 6
Which of the following types of services should be included in the scope of management?
service portfolio?
The planned ones to lend themselves
2. Those who lend themselves
3. Those who have retired from service

1 and 3 only
b) All of the above options
c) 1 and 2 only
2 and 3 only

Question 7
Service design highlights the importance of the 'Four Ps'. These 'Four Ps' include
Partners
Which of the following options is the other 'P'?

Profit
Preparation
c) Products (Technology)
Potential

C
Question 8
Which of the following options provides the CORRECT list of the processes that make up
the operation stage of the service life cycle?
a) Event management, incident management, problem management, service requests and
access management.
b) Event management, incident management, change management, and access management.
c) incident management, problem management, service center, service requests and
event management
d) Incident management, service center, service requests, access management and
event management.

Question 9
Which of the following options generates the management of service demand?
a) Trends in infrastructure
b) Business Activity Pattern (BAP)
c) Cost of providing support
d) Service Level Agreements (SLAs)

Question 10
What should a service always deliver to clients?

a) Applications
b) Infrastructure
c) Valor
d) Resources

Question 11
Which of the following statements correctly indicates the relationship between urgency, priority, and
impact?
a) Impact, priority, and urgency are independent
b) Urgency should be based on impact and priority
c) The impact must be based on urgency and priority.
d) The priority must be based on impact and urgency

D
Question 12
What process is responsible for availability, confidentiality, and integrity of the
data?
a) Service catalog management
b) Configuration and service asset management
c) Change Management
d) Information security management.

Question 13
Which of the following options are generally found in a support contract (UC) to a
IT service?
Financial agreements related to the contract
2. Description of the products or the service provided
3. Responsibilities and dependencies of both parties

only 1 and 2
b) Only 1 and 3
c) Only 2 and 3
d) All of the above.

Question 14
Which of the following options would be examined by a major problem review?
Things that were done correctly.
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

Only 1
b) Only 2 and 3
Only 1, 2, and 4
d) All of the above.

Question 15
What are the three types of metrics that an organization should gather to support improvement?
continuity of service (CSI)?
a) Return on investment (ROI), value of investment (VOI), and quality.
b) Strategic, tactical, and operational
c) Critical success factors (CSF), key performance indicators (KPI), and activities
d) Technology, processes, and services

D
Question 16
Which of the following options is/are objective/s of the service strategy stage?
service life cycle?

1. Provide an understanding of what strategy is

2. Ensure a working relationship between the client and the service provider
3. Define how value is created

only 1
Only 2
c) Only 3
d) All of the above

Question 17
Which of the following activities are performed by a user service center?
1. Record details of incidents and service requests
2. Provide first-level research and diagnosis
3. Reset the service
4. Implement all standard changes

a) All of the above.

b) Only 1, 2 and 3
Only 2 and 4
Only 3 and 4

Question 18
What process is responsible for the supply and delivery of service components?
requested standards?

a) Service requests
b) Service portfolio management
c) User service center
d) Financial management

Question 19
Which of the following functions would be responsible for managing a processing center?
of data?

Technical management
b) User service center
c) Application management
d) Facilities management

D
Question 20
Which of the following options CANNOT be provided by a tool?

a) Knowledge
b) Information
c) Wisdom
d) Data.

Question 21

What process includes the subprocesses of business, service, and components?

Capacity management
b) Incident management
c) Service level management
d) Financial management

B
Question 22

The 'multi-level SLA' is a three-layer or level structure.

Which of the following is NOT part of this type of SLA?

a) Client level
b) Service level
c) Corporate level
d) Configuration level

Question 23

Which of the following options is NOT a characteristic of a process?

It is measurable
b) Deliver specific results
c) Responds to specific events
d) Structure an organization

D
Question 24

Which of the following activities of availability management are considered

proactive instead of reactive?

Monitor the availability of a system

2. Develop risk assessment and management activities.

None of the above

Both
c) Solo 1
Only 2

Question 25

Which of the following statements BEST describes a definitive media library (DML)?

a safe place where definitive hardware spare parts are stored

b) A secure library where all the definitive and authorized versions of the
media configuration items (CIs) are stored and protected
c) A database that contains the definitions of all the means of the CIs
a secure library where authorized versions are stored and protected
all the software and the backups.

Question 26

What process is responsible for controlling, recording, and reporting on the relationships between the
components of IT infrastructure?

a) Service level management

b) Change Management
c) Incident management
d) Configuration and service asset management.

D
Question 27

What is the BEST description of an operational level agreement (OLA)?

a) An agreement between the service provider and another party within the same organization
b) An agreement between the service provider and an external organization
A document that describes to a client how the services will be operated.
in day to day life.
A document that describes the business services for the operational staff.

Question 28

Which of the following options would NOT be defined as part of a process?

a) Roles
b) Inputs and Outputs
c) Functions
d) Metrics

Question 29

Which of the following options would be most useful for helping to define roles and responsibilities?
in an organizational structure?

a) RACI Model
b) Incident model
c) Continuous service improvement approach
d) The Deming cycle

Question 30

Which of the following options is the BEST description of a service level agreement (SLA)?

a) The part of a contract that specifies the responsibilities of each party.

b) An agreement between the service provider and an internal organization.
c) An agreement between a service provider and an external supplier.
d) An agreement between the service provider and its clients.

D
Question 31

Which stage of the service lifecycle is most concerned with the definition of policies and
objectives?

a) Service design
b) Service transition
c) Continuous improvement of the service
d) Service operation

Question 31

Consider the following list:

Currency authority
2. Change Manager
3. Change Advisory Board (CAB)

Which of the following options is the BEST description of the above elements?

a) Job descriptions
b) Functions
c) Equipment
d) Roles, personas or groups

Question 33

Which of the following options is the BEST description of a service level agreement (SLA)?
based on the service?

a) The SLA covers a service for all customers of that service.

The SLA covers an individual group of clients for all the services they use.
c) An SLA that covers all customers for all services
d) An SLA for a service without clients.

A
Question 34

Which of the following activities would be executed by access management?

a) Provide physical security for the staff of the data processing center and other buildings
b) Manage access to computer rooms and other secure areas.
c) Manage access to the service center for users
d) Manage the privileges to use or service groups

Question 35

What is the CORRECT statement regarding the emergency change advisory board (ECAB)?

1Only 2

The ECAB considers all high-priority change requests.

b) Among the functions of the ECAB is the complete review of emergency changes.
c) The ECAB will be used for emergency changes when there may not be time to
call a complete CAB
d) The ECAB will be chaired by the IT director

Question 36

What helps to define customer perceptions and business outcomes?

a) The value of a service

b) Government
c) Total cost of ownership (TCO)
d) Key performance indicators (KPIs)

Question 37

At what stage of the service lifecycle should the processes necessary for operation be defined?
a service?

a) Service design: Design of the processes

b) Service strategy: development of the offer
c) Service transition: Planning and preparation for implementation
d) Service operation: IT operations management.

C
Question 38

What process is involved in monitoring an IT service and detecting when the

performance falls below acceptable limits?

a) Configuration and service asset management

Event Management
c) Management of the service catalog
d) Problem management.

Question 39

Which of the following options contains the information that is passed to the Service Transition?
to enable the implementation of a new service?

a) A service option
b) A transitional service package (STP)
c) A service design package (SDP)
d) An act of establishment of the service.

Question 40

What process is responsible for granting privileges to use an IT service?

Incident Management
b) Access management
c) Change management
d) G. Service request procedures.