25, which of the following benefits is not primarily the result of good service design practices

c. Increased success rate of changes and releases for the business

24, what are the three elements of service portfolio

C. Service pipeline, service catalogue and retired services

23, which of the following are generic elements of a process

1. Process activities.
2. Process policy
3. Process roles
4. Process metrics.
(All of the above)

22, 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 fulfilment,

and access management
21, which of the following are reasons for investing in service management statement 1
increased customer satisfaction.

20, which of the following pieces of data is least useful when diagnosing an incident

The cost of the CI, which is affected by the incident 

 

19,Which of the following activities is the service Owner of a specific service

responsible for?

1. Representing the service in Change Advisory Board meetings.

2. Participating in negotiating Service Level Agreements.
4. Liaising with the appropriate Process Owners.
1,2 and 4 only
18, 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?

B. Service catalogue management

17, Which of the following statements BEST describe one of the purposes of
Service Analytics?

a.Service Analytics is a means of automating simple and routine tasks and

interactions.

16, A known error has been created after diagnosis of

a problem was complete but before a workaround has
been found. Is this a valid approach?
Yes: for information purposes, a known error record can be created at any time it is prudent
to do so

15, Which of the following are goals and objectives for the Service Level Management process?
1 To provide and improve the relationship and communication with the business and customers.
3,To ensure that proactive measures to improve the levels of service delivered are
implemented.

14, Which of the following would be used to

communicate a high level description of a major
change that involved significant cost and risk to the
organization?
Change proposal

13, Services are a means of delivering value to customers by facilitating the outcomes customers want
to achieve without the ownership of specific costs and risks." Which entity owns the risks?

C. The service provider

12, Which
of the following statements about a change model is
CORRECT?
A change process model predefines steps that should be taken
tohandlea change in an agreed way

11, which of the following statements is incorrect about patterns of

demand generated by the customers

They are delivered to the Capacity Management process so the capacity to deliver services at
the agreed levels can be ensured.
They are driven by patterns of business activity.

10, Which of the following is one of the primary concern of Service Strategy?
Defining a release Plan

What are the three types of metrics that an

9,

organization should collect to support continual

service improvement (CSI)?
Technology metrics, process metrics, and service
metrics.
8, Which of the following is NOT the responsibility of the Service Catalogue Manager?
1) Ensuring that information within the Service Pipeline is accurate
and up to date 2) Ensuring that information in the Service
Catalogue is consistent with information in the Service pipeline 3)
Ensuring that all operational services are recorded in the service
catalogue 4) Ensuring that the information in service catalogue is
accurate and backed up

2,3 and 4 only

7, What guidance does ITIL give on the frequency of production of service reporting?
A. Service reporting intervals must be defined and agreed with the customers/
 What is the role of the Emergency Change Advisory
6,
Board (ECAB)?
 B) To assist the Change Manager in evaluating emergency changes and to decide whether the
change should be approved

5, Which is the BEST description of a service catalogue?

The part of the service portfolio that is visible to customers

4, which of the following statements is correct? 1) All

processes should have an owner 2) A process takes one
or more inputs and turns them into defined outputs, such
as process reports and reviews 3) All processes objectives
must be defined in measurable terms 4) All processes
must have an objective
All of the above

3, a customer's perceptions customer's pre-established preferences and

actual business outcomes all

True

2, Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

B. 2 and 3 only

1,how many phases are there in service lifecycle