Pre-Assessment 

Correct 

Q 1: Which of the following is a process improvement approach that provides organizations with the essential elements for effective process improvement and guides process improvement across a project, a division, or an entire organization? 

Capability Maturity Model Integration

Service Portfolio

Six Sigma

COBIT

Q 2: Which of the following describe the basic concept of Integrity in Security Management? 

The accessibility to the data 

The protection of the data 

The capacity to verify the correctness of the data 

The correctness of the data

Q 3: Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors? 

Availability management 

Problem Management

Q 4: The Business has submitted requirements for a new ERP system. Which authority is responsible for documenting the Service Level Requirements (SLRs) with the Business delegate? 

Service Owner 

Project Management 

Service Level Manager 

Service Level Management 

Q 5: Where are the details of a workaround documented? 

Problem Record 

Operational Level Agreement 

Service Level Agreement 

Known Error 

Q 6: Which of the following processes are involved under the COBIT framework?

Each correct answer represents a complete solution. Choose all that apply.

Correcting all risk issues 

Conducting IT risk assessments 

Managing the IT workforce 

Developing a strategic plan 

Q 7: Which of the following are the advantages of Deming Cycle?

Each correct answer represents a complete solution. Choose all that apply.

It is a problem solving process. 

It is used during the design phase. 

It provides continuous improvement. 

It is used for quality control

Q 8: Which of the following roles in Service Design defines a blueprint for the future development of the technological landscape? 

The Supplier Manager 

The Application Analysts and Architects 

The IT Architect 

Technical Analysts/Architects

Q 9: Which of the following are the benefits of the ISO/IEC 20000-1 standard?

Each correct answer represents a complete solution. Choose all that apply.

It can be used for a service provider to improve the design, transition, delivery, and improvement of services by proper implementation and operation of the service management system (SMS). 

It is used to document a policy manual and determine and maintain the necessary infrastructure in order to ensure quality and customer property protection requirements. 

It can be used for a service provider to monitor, measure, and review the service management processes and services. 

It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled

Q 10: The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer’s business is fulfilled. Which of the following are the sub-processes of the Capacity Management?

Each correct answer represents a complete solution. Choose all that apply.

Resource Capacity Management 

Service Capacity Management 

Business Capacity Management 

Internal Capacity Management 

Q 11: Which of the following sub-processes of Service Portfolio Management is used to define the overall goals that the service provider should pursue in its development? 

Strategic Planning 

Service Portfolio Update 

Service Strategy Definition 

Strategic Service Assessment 

Q 12: Which of the following processes is used to involve Identity and Rights as the two major concepts? 

Access Management 

Event Management 

Release Management 

IT Facilities Management 

Q 13: Which of the following offer integration opportunities linking with the CMS, system, application management tools, service dashboard, and reporting tools? 

IT service management systems 

Six Sigma systems 

CMMI systems 

Business Process Management systems

Q 14: What is the correct sequence of steps for the CSI approach? 

1. Did we get there? 

2. How do we keep the momentum going?

3. How do we get there?

4. Where do we want to be?

5. What is the vision?

6. Where are we now?

4, 5, 3, 6, 1, 2 

4, 5, 6, 3, 2, 1 

5, 4, 6, 3, 1, 2 

5, 6, 4, 3, 1, 2 

Q 15: Which of these are valid service provider types according to ITIL? 

1. Internal

2. Shared services

3. Fully outsourced

1 and 2 

2 and 3 

1, 2, and 3 

1 and 3 

Q 16: The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer’s business is fulfilled. Which of the following are the sub-processes of the Capacity Management?

Each correct answer represents a complete solution. Choose all that apply.

Service Capacity Management 

Business Capacity Management 

Internal Capacity Management 

Resource Capacity Management 

Q 17: What is the name specified to the type of charging where no money is exchanged inter-departmentally mainly involving the IT Department & the customer? 

Chargeback 

Full Charging 

Notional Charging 

No Charging 

Q 18: In which of the following is defining the processes required to operate a new service? 

Service Design: Design the processes 

Service Operation: IT Operations Management 

Service Strategy: Develop the offerings 

Service Transition: Plan and prepare for deployment 

Q 19: Which of the following ITIL processes is responsible for determining the hardware requirements in order to support an application? 

Capacity Management 

Configuration Management 

Change Management 

Software Asset Management 

Q 20: Where are the details of a workaround documented? 

Known Error 

Service Level Agreement 

Operational Level Agreement 

Problem Record 

Q 21: At which phase of the release and deployment process would you expect to receive feedback on the success or failure of the release? 

Release and deployment planning 

Deployment 

Review and close 

Release build and test 

Q 22: Which services are displayed in the service catalog? 

Operational IT services 

Obsolete IT services 

Business services 

Retired services 

Q 23: Availability Management deals with the day-to-day availability of services. Which of the following are the activities of Availability Management?

It determines the reason of availability failures. 

It analyzes business requirements for availability of business systems. 

It meets SLAs by ensuring service availability. 

It coordinates the changes. 

Q 24: In which of the following approaches of Service Desk does the location of Service Desk is immaterial? 

Local Service Desk 

Centralized Service Desk 

Apparent Service Desk 

Virtual Service Desk 

Q 25: Metrics define what is to be measured and reported to help manage a process or service. Which of the following are the types of metrics? Each correct answer represents a part of the solution. Choose all that apply. 

Technology 

Service 

Process 

Definitive Media Library 

Q 26: The Service Level Management (SLM) process defines, agrees, records, and manages levels of service. Which of the following are the objectives of the Service Level Management process?

It describes the services offered to the customer in a terminology that the customers can easily understand. 

It aligns IT strategy according to the business needs. 

It improves IT Service Delivery in a controlled way. 

It plans the successful roll-out of software and associated hardware. 

Q 27: Which of the following processes is accountable for monitoring an IT service and detecting when the performance drops beneath adequate limits? 

Service asset and configuration management 

Event management 

Service request management 

Service level management 

Q 28: Which of the following is identified as a metric type by continual service improvement? 

Business metrics 

Process metrics 

Relationship metrics 

Infrastructure metrics 

Q 29: Which of the following are the costs of implementing Release Management?

Each correct answer represents a complete solution. Choose all that apply.

Cost related to software tools and used hardware 

Storage cost for the purpose of Definitive Software Library (DSL) or Definitive Hardware Store (DHS), building, testing, and distribution environments 

Personnel cost 

Cost of operation activities, for updating the Service Level Agreements, the Service Quality Plan, and the service catalogue 

Q 30: Which of the following roles in Service Design is responsible for ensuring the confidentiality, integrity, and availability of an organization’s assets, information, data, and IT services? 

The IT Service Continuity Manager 

The IT Security Manager 

The Compliance Manager 

The Availability Manager 

Q 31: Which of the following is a benefit of using ITIL?

The costs of the IT Services can be controlled more efficiently 

The quality of the IT Services can be controlled more efficiently 

It is possible to charge for IT Services 

The users can influence the IT organization providing the IT Services 

Q 32: Which of the following is the central repository of the IT organization’s data, information, and knowledge? 

Compliance Management 

Service Knowledge Management System 

Knowledge Management 

Supplier and Contract Database 

Q 33: Availability Management deals with the day-to-day availability of services. Which of the following takes over when a ‘disaster’ situation occurs? 

Service Reporting 

Service Level Management 

Capacity Management 

Service Continuity Management 

Q 34: Financial Management for IT Services defines which of the following major cost types?

Each correct answer represents a complete solution. Choose all that apply. 

Accommodation 

People 

Customer service 

CRM 

Hardware 

Software 

Q 35: Which of the following activities in the Problem Management process is responsible for generating Requests for Change (RFCs)? 

Problem Control Process 

Business Transaction Management 

Error Control 

Problem Management Process 

Q 36: Who is responsible for signing off on project closure documents? 

sponsor 

End user 

Project manager 

Project team members 

Q 37: Which of the following features are identified by a Business Impact Analysis?

Each correct answer represents a complete solution. Choose all that apply.

It identifies necessary resources that are required to allow continuity of critical business processes. 

It identifies possible escalations caused due to any damage or loss. 

It identifies the critical business processes and essential business functions. 

It identifies a policy that exists on the financial management of services. 

Q 38: Which of the following is the objective for the planning and implementation of new or changed services? 

It is used to define and control service and infrastructure components and maintain accurate configuration information. 

It is used to produce agreed, timely, reliable, and accurate reports for the purpose of decision making and effective communication. 

It ensures that new services and changes to the services will be delivered and managed at the agreed cost and service quality. 

It ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. 

Q 39: Which process is responsible for recording relationships between service components? 

Incident management 

Service portfolio management 

Service asset and configuration management 

Service level management 

Q 40: Which of the following is used to continually improve the process performance by taking actions? 

Check 

Do 

Plan 

Act 

Q 41: Which of the following are the outputs for Change Management?

Each correct answer represents a complete solution. Choose all that apply.

Triggers for Configuration Management and Release Management 

Updated change planning 

CMDB information 

Change Management reports 

Q 42: Which of the following defines customer perceptions and business outcomes? 

Customer Relationship Management 

Total Cost of Ownership (TCO) 

Key Performance Indicators (KPIs) 

Service Value 

Q 43: What are the two aspects of operations management? 

Resource management and capability management 

Facilities management and operations control 

Resource management and operations control 

Facilities management and infrastructure management 

Q 44: The goal of Change Management is to ensure that standardized methods and procedures are used for efficient handling of all changes. Which of the following are Change Management terminologies?

Change 

Service Request Management 

Request for Change 

Forward Schedule of Changes 

Q 45: Which one of these statements about the service portfolio is correct? 

The service portfolio is used to provide information on costs, benefits, and issues for input into a business case. 

The service portfolio is used to manage improvements to all IT services. 

The service portfolio is a database of the infrastructure used for managing service assets. 

The service portfolio is used to manage all changes to IT services. 

Q 46: The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information. Which of the following are the activities of Configuration Management?

Each correct answer represents a complete solution. Choose all that apply.

Management & Planning 

Control 

Performing a Trend Analysis 

Status Accounting 

Q 47: The primary aim of Incident Management is to ensure a quick recovery of the system. It supervises and directs the internal or external resources. Which of the following are the activities of Incident Management?

It provides the proactive prevention of problems. 

It behaves as an interface towards other technicians, customer technical staff, and other groups within the organization. 

It keeps track and record of the time lines. 

It assures that the other activities do not take away the focus on the incident resolution.

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