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1.) Which of the following is the correct definition of the service catalog?

A. A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer.

B. The complete set of services managed by a service provider, used to manage the entire lifecycle of all services.

C. A database or document with information about all live IT services.

D. Justification for a particular item of expenditure, including information about cost, benefits, option, and risk.
C. Option A refers to an SLA, Option B refers to the service porfolio, and Option D refers to a business case.  Option C is the ITIL definition of the service catalog.
2.) Which of the following is included in a service catalog?

1. Customer-facing services
2. Strategic services
3. Supporting services
4. Retired services

A. 1 and 2
B. 1,2,3, and 4
C. 1 and 3
D. 2 and 3
C. Retired services are part of the portfolio, not the catalog. ITIL does not define strategic services.
3.) Which of the following statements about the service catalog is true?

1. The service catalog forms part of the service portfolio.

2. The service portfolio forms part of the service catalog.

3. There is no relationship between the service catalog and the service portfolio.

4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio.

A. 1 and 3
B. 1 only
C. 2 and 4
D. 4 only
B. The service catalog contains customer-facing and supporting services and forms part of the service portfolio.
Availability is calculated using the formula AST-DT/AST x 100.  What do the terms AST and DT refer to?

A. AST= assumed service target, DT= deliveryt time.

B. AST= availability service target, DT= downtime

C. AST= agreed service time, DT= downtime

D. AST= agreed service time, DT= delivery time
C. Option C is the ITIL definition.  Agreed service time is the time a service should be available as agreed on witihn an SLA or underpinning contract, and downtime is an unplanned interruption to service.
Availability mangement considers VBFs.  What does VBF stand for?

A. Viable business factors
B. Vital business functions
C. Visibility, benefits, functionality
D. Vital business facilities
B. This is the ITIL definition.  It refers to part of a business process that is critical to the success of the business.
6.) Which of these statements is not correct?

A. MTBF measures uptime-the time from the failure to service restoration.

B. MTRS measures downtime.

C. MTBSI stands for maximum time before service interruption.

D. MTBSI measures the time from one failure until the next failure.


C. MTBSI stands for "Mean Time Between Service Incidents"
7.) Which of the following are terms used in availability management?

1. Reliability
2. Resilience
3. Resistance
4. Attainability
5. Serviceability
6. Maintainability
7. Detectability

A. 1,2,6,7
B. 2,3,5,6
C. 1,4,6,7
D. 1,2,5,6

D. These are all terms that are part of the availability management process.  The others are not ITIL terms.
8.) Which of the following are responsibilities of information security management?

1. Defining the protection required for systems and data.

2. Undertaking risk assessments.

3. Producing the Information security policy.

4. Implementing security measures to new systems during service transition.

A. 1 and 2 only
B. All of the above
C. 1,2, and 3
D. 2,3, and 4
C. Items 1,2, and 3 are all responsibilities of ISM.  Implementing is one of the responsibilities of release and deployment management; no other ITIL process has a responsibility for implementation.
9.) Information security management keeps information about security in what?

A. SMIS
B. IMSS
C. KEDB
D. ISDB
A. The SMIS is the security management information system.  The KEDB is the known error database that is used by problem management.  The other terms are not ITIL terms.
10.) Which of the following are responsibilities of supplier management?

1. Negotiating with internal suppliers.

2. Negotiating with external suppliers.

3. Monitoring delivery against the contract.

4. Ensuring value for money.

A. 1 and 2 only
B. All of the above
C. 1,2, and 3
D. 2,3, and 4
D. Supplier management does not deal with internal suppliers; it manages all aspects of contract management with third parties to ensure value for money.
11.) Which of the following are categories of supplier described in ITIL?

1. Strategic
2. Operational
3. Trusted
4. Commodity

A. 1 and 2 only
B. All of the above
C. 1,2, and 4
D. 2,3, and 4
C. Trusted is not a supplier type described in ITIL
12.) Which of the following are responsibilies of capacity management?

1. Negotiating capacity requirements to be included in the SLA

2. Monitoring capacity

3. Forecasting capacity requirements

4. Dealing with capacity issues

A. 2,3, and 4
B. 1 and 2 only
C. All of the above
D. 1,2, and 4
A. It is service level management that is responsible for negotiating the SLA contents (although the service level manager would consult with capacity management before agreeing on capacity requirements).  The other three are core responsibilities of capacity management.
13.) Capacity management considers three subprocesses.  What are they?

A. Service capacity, business capacity, component capacity

B. System capacity, business capacity, component capacity

C. Service capacity, business capacity, configuration capacity

D. System capacity, business capacity, infrastructure capacity
A. This is the ITIL definition of the three subprocesses of capacity management.
14.) Capacity management considers PBAs.  What does PBA stand for?

A. Proactive business assurance
B. Patterns of business availability
C. Patterns of business activity
D. Proactive business assessment
C. This is the ITIL definition.
15.) Which of the following are responsibilities of IT service continuity management?

1. Ensuring IT services can continue in the event of a disaster.

2. Carrying out risk assessments.

3. Ensuring the business has contingency plans in place in case of a disaster.

4. Ensuring all IT staff know their role in the event of a disaster.

A. 2,3, and 4
B. 1,2, and 4
C. 1 and 2 only
D. All of trhe above
C. It is not the job of ITSCM to ensure that the business has contingency plans; this is the role of business continuity management.  ITSCM is concerned with the IT services only.
16.) IT service continuity management carries out a BIA in conjuntion with business.  What does BIA stand for?

A. Business integrity appraisal
B. Business information alternatives
C. Benefit integration assessment
D. Business impact analysis
D. This is the ITIL definition
17.) Which of the following statements about design coordination responsibilites is incorrect?

A. To ensure that the goals and objectives of the design stage are met.

B. To design the solution

C. To provide a single coordination point.

D. To ensure the design meets the requirements.
B. Design coordination does not design the solution; it coordinates activities and resources.
18.) Outputs from design coordination include what?

1. The service design package
2. The CMS
3. The governance requirements
4. Suggestions for improvements to be made to design stage

A. 2,3, and 4
B. 1 and 2 only
C. All of the above
D. 1 and 4 only
D. The configuration management system (CMS) and governance requirements are not outputs of this process.  They are actually inputs to it.
19.) Which of the following statements about the service catalogue is TRUE?

A. The service catalog contains information on customer-facing services only.

B. The service catalog contains information on supporting services only

C. The service catalog shows which IT service supports each business process

D. The service catalog shows details of services under development.
C. The service catalog shows how each operational service supports particular business processes - this is useful to customers.  The technical view of the catalog shows the supporting services which make up the service.
20.) Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE?

A. ITSCM defines the service that can be provided in the event of a major disruption.  The business can then plan how it will use the service.

B. ITSCM and Business Continuity Management (BCM) have no impact on each other.

C. BCM defines the level of IT service that will be required in the event of a major disruption.  ITSCM is responsible for delivering this level of service.

D. It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.
C. It is the responsibility of the business to plan for business continuity in the event of major disruption, based on business priorities.  This will define what level of IT service will be required in that eventuality, and ITSCM is then responsible for planning how this could be provided.
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