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Q131. Which of the following should IT service continuity strategy be based on? 

1. Design of the service metrics 

2. Business continuity strategy 

3. Business impact analysis (BIA) 

4. Risk assessment 

A. 1, 2 and 4 only 

B. 1, 2 and 3 only 

C. 2, 3 and 4 only 

D. 1, 3 and 4 only 

Answer: C 


Q132. Which process would you MOST expect to be involved in the management of underpinning contracts? 

A. Change management 

B. Service catalogue management 

C. Supplier management 

D. Release and deployment management 

Answer: C 


Q133. What are the categories of events described in the ITIL service operation book? 

A. Informational, scheduled, normal 

B. Scheduled, unscheduled, emergency 

C. Informational, warning, exception 

D. Warning, reactive, proactive 

Answer: C 


Q134. Which of the following can include steps that will help to resolve an incident? 

1. Incident model 

2. Known error record 

A. 1 only 

B. 2only 

C. Both of the above 

D. Neither of the above 

Answer: C 


Q135. What are the categories of event described in the ITIL service operation book? 

A. Informational, scheduled, normal 

B. Scheduled, unscheduled, emergency 

C. Informational, warning, exception 

D. Warning, reactive, proactive 

Answer: C 


Q136. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle? 

A. Event management, incident management, problem management, request fulfillment, and access management 

B. Event management, incident management, change management, and access management 

C. Incident management, problem management, service desk, request fulfillment, and event management 

D. Incident management, service desk, request fulfillment, access management, and event management 

Answer: A 


Q137. Which Functions are included in IT operations management? 

A. Network management and application management 

B. Technical management and change management 

C. IT operations control and facilities management 

D. Facilities management and release management 

Answer: C 


Q138. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment? 

A. Service level management 

B. Service catalogue management 

C. Demand management 

D. Service transition 

Answer: B 


Q139. Why is it important for service providers to understand patterns of business activity (PBA)? 

A. PBA are based on organizational roles and responsibilities 

B. IT service providers CANNOT schedule changes until they understand PBA 

C. Demand for the services delivered by service providers are directly influenced by PBA 

D. Understanding PBA is the only way to enable accurate service level reporting 

Answer: C 


Q140. Which statement BEST represents the guidance on incident logging? 

A. Incidents must only be logged if a resolution is not immediately available 

B. Only incidents reported to the service desk can be logged 

C. All incidents must be fully logged 

D. The service desk decide which incidents to log 

Answer: C