1.

Which of the following is NOT a step in the Continual Service Improvement

(CSI) model
a) What is the vision?
b) Did we get there?
c) Is there budget?
d) Where are we now?
!. What is the "#CI model used for
a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) reating a balanced scorecard showing the overall status of !ervice
"anagement
$. What is the main reason for esta%lishing a %aseline
a) #o standardize operation
b) $or knowing the cost of services provided
c) $or roles and responsibility to be clear
d) $or later comparison
&. Which of the following is NOT an o%'ective of Service Operation
a) #hrough testing% to ensure that services are designed to meet business needs
b) #o deliver and support I# services
c) #o manage the technology used to deliver services
d) #o monitor the performance of technology and processes
(. Which of the following statements is CO"")CT a%out patterns of demand
generated %* the customer+s business?
a) #hey are driven by patterns of business activity
b) It is impossible to predict how they behave
c) It is impossible to influence demand patterns
d) #hey are driven by the delivery schedule generated by capacity management
,. Which of the following is NOT one of the ITI- core pu%lications
a) !ervice &ptimization
b) !ervice #ransition
c) !ervice Design
d) !ervice !trategy
.. Which of the following statements is CO"")CT
'( &nly one person can be responsible for an activity
)( &nly one person can be accountable for an activity
a) All of the above
b) ' only
c) ) only
d) *one of the above
/. Which is the correct se0uence of events in the selection of a technolog*
tool
a) !elect +roduct% ,equirements% !election riteria% -valuate +roduct
b) !election riteria% ,equirements% -valuate +roduct% !elect +roduct
c) ,equirements% !election riteria% !elect +roduct% -valuate +roduct
d) ,equirements% !election riteria% -valuate +roduct% !elect +roduct
1. Which of the following are the three main t*pes of metrics as defined in
Continual Service Improvement .!I)?
'( +rocess "etrics
)( !upplier "etrics
/( !ervice "etrics
0( #echnology "etrics
1( 2usiness "etrics
a) '% ) and /
b) )% 0 and 1
c) '% / and 0
d) '% ) and 0
12. The priorit* of an Incident refers to
a) #he relative importance of the Incident based on impact and urgency
b) #he speed with which the Incident needs to be resolved
c) #he number of staff that will be assigned to work on the Incident so that it is
resolved in time
d) #he escalation path that will be followed to ensure resolution of the incident
11. The goal of Service #sset and Configuration 3anagement is to
a) Account for all financial assets of the organization
b) +rovide a logical model of the I# infrastructure% correlating I# services and
different I# components needed to deliver the services
c) 2uild service models to 3ustify the I#I4 implementations
d) Implement I#I4 across the organization
1!. Which are the missing Service Operation processes from the following
'( Incident "anagement
)( +roblem "anagement
/( Access "anagement
0( ?
1( ?
a) -vent management and ,equest $ulfillment
b) -vent "anagement and !ervice Desk
c) $acilities "anagement and -vent "anagement
d) hange "anagement and !ervice 4evel "anagement
1$. Which of the following identifies two Service 4ortfolio components within
the Service -ifec*cle
a) ,equirements +ortfolio and !ervice atalogue
b) !ervice 5nowledge "anagement !ystem and !ervice atalogue
c) !ervice 5nowledge "anagement !ystem and ,equirements +ortfolio
d) ,equirements +ortfolio and onfiguration "anagement !ystem
1&. Which of the following areas would technolog* help to support during the
Service 5esign phase of the 4ifecycle?
'( 6ardware and !oftware design
)( -nvironmental design
/( +rocess design
0( Data design
a) '% / and 0 only
b) '% ) and / only
c) All of the above
d) )% / and 0 only
1(. 6usiness drivers and re0uirements for a new service should %e
considered during
a) ,eview of the router operating system patches
b) ,eview of the current capabilities of I# service delivery
c) #he +ost Implementation ,eview .+I,) of a change
d) Decommissioning legacy servers
1,. The 6)ST definition of an event is
a) An occurrence where a performance threshold has been e7ceeded and an
agreed !ervice 4evel has already been impacted
b) An occurrence that is significant for the management of the I# infrastructure or
delivery of services
c) A known system defect that generates multiple incident reports
d) A planned meeting of customers and I# staff to announce a new service or
improvement program
1.. What does the Service 7 model represent
a) A strategy for the successful completion of all !ervice "anagement pro3ects
b) #he path to !ervice Delivery and !ervice !upport for efficient and effective
utilization of resources
c) 4evels of onfiguration and testing required to deliver a !ervice apability
d) #he business perspective as perceived by the customer and the user of services
1/. Technical 3anagement is NOT responsi%le for
a) "aintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and
support the I# infrastructure
c) Defining the &perational 4evel Agreements for the technical teams
d) Diagnosis of% and recovery from% technical failures
11. The following options are considered within which process
'( 2ig bang vs( +hased
)( +ush and +ull
/( Automated vs( "anual
a) Incident "anagement
b) ,elease and Deployment "anagement
c) !ervice Asset and onfiguration "anagement
d) !ervice atalogue "anagement
!2. Which of the following activities is Service -evel 3anagement
responsi%le for
a) Design the configuration management system from a business perspective
b) reate technology metrics to align with customer needs
c) reate a customer facing service catalogue
d) #rain service desk on how to deal with customer complaints about service
!1. When anal*8ing an outcome for creation of value for customers9 what
attri%utes of the service should %e considered
a) &b3ectives% "etric% Desired outcome
b) 2usiness &b3ectives% I# ob3ectives% +rocess metrics
c) Desired outcome% !upplier metrics% I# ob3ectives
d) +eople% +roducts% #echnology
!!. Setting policies and o%'ectives is the primar* concern of which of the
following elements of the Service -ifec*cle
a) !ervice !trategy
b) !ervice !trategy and ontinual !ervice Improvement
c) !ervice !trategy% !ervice #ransition and !ervice &peration
d) !ervice !trategy% !ervice Design% !ervice #ransition% !ervice &peration and
ontinual !ervice Improvement
!$. Which of the following 6)ST descri%es the purpose of )vent
3anagement
a) #he ability to detect events% make sense of them and determine the appropriate
control action
b) #he ability to implement monitoring tools
c) #he ability to monitor and control the activities of technical staff
d) #he ability to report on the successful delivery of services by checking the
uptime of infrastructure devices
!&. Consider the following statements:
'( !I provides guidance on how to improve process efficiency and effectiveness
)( !I provides guidance on how to improve services
/( !I provides guidance on the improvement of all phases of the service lifecycle
0( !I provides guidance on the measurement of processes and services
Which of the above statements is &,,-#?
a) ' and ) only
b) ) only
c) '% ) and / only
d) All of the above
!(. Which of the following statements are CO"")CT a%out ;unctions
'( #hey provide structure and stability to organizations
)( #hey are self8contained units with their own capabilities and resources
/( #hey rely on processes for cross8functional coordination and control
0( #hey are costlier to implement compared to processes
a) '% ) and / only
b) '% ) and 0 only
c) All of the above
d) *one of the above
!,. If an organi8ation is a%le to %ecome more proactive in its ITS3
processes9 what is li<el* to happen to support costs
a) #hey are likely to increase gradually
b) #hey are likely to increase dramatically
c) #hey are likely to gradually reduce
d) #hey are likely to reduce initially and then gradually return to current level
!.. Which of the following statements a%out Supplier 3anagement is
INCO"")CT
a) !upplier "anagement negotiates internal and e7ternal agreements to support
the delivery of services
b) !upplier "anagement ensures that suppliers meet business e7pectations
c) !upplier "anagement maintains information in a !upplier and ontracts
Database
d) !upplier "anagement should be involved in all stages of the service lifecycle%
from !trategy through Design and #ransition to &perations and Improvement
!/. Which of the following 6)ST descri%es a -ocal Service 5es< structure
a) A !ervice Desk that also provides onsite technical support to its users
b) A !ervice Desk where analysts only speak one language
c) A !ervice Desk that is situated in the same location as the users it serves
d) A !ervice Desk that could be in any physical location but uses
telecommunications and I# systems to make it appear that they are in the same
location
!1. What is the role of the )mergenc* Change #dvisor* 6oard ()C#6)
a) #o assist the hange "anager in ensuring that no urgent changes are made
during particularly volatile business periods
b) #o assist the hange "anager in implementing emergency changes
c) #o assist the hange "anager in evaluating emergency changes and to decide
whether the change should be approved
d) #o assist the hange "anager in speeding up the emergency change process
so that no unacceptable delays occur(
$2. Which of the following is a good use of a %aseline
a) #he desired end state of a pro3ect
b) A marker or starting point for later comparison
c) #he current desktop models in use
d) #he type of testing to be done for a release
$1. The main o%'ective of #vaila%ilit* 3anagement is
a) #o monitor and report availability of services and components
b) #o ensure that all targets in !ervice 4evel Agreements .!4As) are met
c) #o guarantee availability levels for services and components
d) #o ensure that service availability matches or e7ceeds the agreed needs of the
business
$!. Operations Control refers to
a) #he managers of the #echnical and Applications "anagement functions
b) &verseeing the e7ecution and monitoring of I# operational events and activities
c) #he tools used to monitor and display the status of the I# Infrastructure and
Applications
d) #he situation where the !ervice Desk is required to monitor the status of the
infrastructure when &perators are not available
$$. Which off the following is a characteristic of ever* process
'( It is measurable
)( It is timely
/( It delivers a specific result
0( It responds to a specific event
1( It delivers its primary result to a customer or stakeholder
a) '% )% / and 0 only
b) '% )% 0 and 1 only
c) '% /% 0 and 1 only
d) All of the above
$&. Which of the following is NOT an e=ample of a Service "e0uest
a) A user calls the !ervice Desk to order a toner cartridge
b) A user calls the !ervice Desk because they would like to change the
functionality of an application
c) A "anager submits a request for a new employee to be given access to an
application
d) A user logs onto an internal website to download a licensed copy of software
from a list of approved options
$(. # Service -evel 4ac<age is %est descri%ed as
a) A definite level of utility and warranty associated with a core service package
b) A description of customer requirements used to negotiate a !ervice 4evel
Agreement
c) A description of the value that the customer wants and for which they are willing
to pay
d) A document showing the !ervice 4evels achieved during an agreed reporting
period
$,. Incident 3anagement has a value to the %usiness %*
a) 6elping to control infrastructure cost of adding new technology
b) -nabling users to resolve +roblems
c) 6elping to align people and process for the delivery of service
d) ontributing to the reduction of impact
$.. # Service owner is responsi%le for which of the following
a) ,ecommending improvements
b) Designing and documenting a !ervice
c) arrying out the !ervice &perations activities needed to support a !ervice
d) +roducing a balanced scorecard showing the overall status of all !ervices
$/. The four stages of the 5eming C*cle are
a) +lan% "easure% "onitor% ,eport
b) +lan% heck% ,e8Act% Implement
c) +lan% Do% Act% Audit
d) +lan% Do% heck% Act
$1. What is the CO"")CT order of the first four activities in the . Step
Improvement 4rocess
a) Define what you should measure% define what you can measure% gather data
and process data
b) 9ather data% process data% analyze data and present data
c) What is the vision% where are we now% what do we want to be% how do we get
there?
d) 9ather data% process data% define what you should measure and define what
you can measure
&2. Which of the following statements is CO"")CT for all processes
a) #hey define activities% roles% responsibilities% functions and metrics
b) #hey create value for stakeholders
c) #hey are carried out by a !ervice +rovider in support of a ustomer
d) #hey are units of organizations responsible for specific outcomes(
A*!W-,!
'( c )( a /( d 0( a 1( a :( a( ;( c <( d =( c '>( a ''( b ')( a
'/( a '0( c '1( b ':( b ';( b '<( c '=( b )>( c )'( b ))( a )/( a )0( d
)1( a ):( c );( a )<( c )=( c />( b /'( d /)( b //( c /0( b /1( a /:( d
/;( a /<( d /=( a 0>( b