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Q111. Which of the following is the best definition of IT service management? 

A. An internal service provider that is embedded within a business unit 

B. A complete set of all the documentation required to deliver world class services to customers 

C. Technical implementation of supporting IT infrastructure components 

D. The implementation and management of quality IT services that meet business needs 

Answer: D 


Q112. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? 

A. Service level management 

B. Problem management 

C. Change management 

D. Event management 

Answer: B 


Q113. Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 

1. Details of failed changes 

2. Updates to the change schedule 

3. Reviews of completed changes 

A. All of the above 

B. 1 and 2only 

C. 2 and 3 only 

D. 1 and 3 only 

Answer: A 


Q114. Which one of the following is the CORRECT set of steps for the continual service improvement approach? 

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve 

B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? 

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check 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 do we get there?; Did we get there?; How do we keep the momentum going? 

Answer: D 


Q115. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels? 

A. Change management 

B. IT service continuity management 

C. Financial management for IT services 

D. Service catalog management 

Answer: B 


Q116. Which one of the following is an objective of service catalogue management? 

A. Negotiating and agreeing service level agreement 

B. Negotiating and agreeing operational level agreements 

C. Ensuring that the service catalogue is made available to those approved to access it 

D. Only ensuring that adequate technical resources are available 

Answer: C 


Q117. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk? 

A. Training in risk management for all staff and identification of risks 

B. Identification of risk, analysis and management of the exposure to risk 

C. Control of exposure to risk and investment of capital 

D. Training of all staff and investment of capital 

Answer: B 


Q118. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? 

A. Employers 

B. Stakeholders 

C. Regulators 

D. Accreditors 

Answer: B 


Q119. Which of these recommendations is best practice for service level management? 

1. Include legal terminology in service level agreements (SLAs) 

2. It is NOT necessary to be able to measure all the targets in an SLA 

A. 1 only 

B. 2only 

C. Both of the above 

D. Neither of the above 

Answer: D 


Q120. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required? 

A. Serviceability 

B. Availability 

C. Capacity 

D. Continuity 

Answer: B