Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A.
Internal
B.
External
C.
Service desk
D.
Shared services unit
Service desk
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
A.
1 only
B.
2 only
C.
Both of the above
D.
Neither of the above
Both of the above
Which of the following would NOT be contained in a release policy?
A.
Naming and numbering conventions
B.
Entry and exit criteria of the release into testing
C.
Roles and responsibilities for the release
D.
The risk register for the release
The risk register for the release
In which of the following should details of a workaround be documented?
A.
The service level agreement (SLA)
B.
The problem record
C.
The availabilitymanagement information system
D.
The IT service continuity plan
The problem record
Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
A.
1 and 2 only
B.
1 and 3 only
C.
2 and 3 only
D.
All of the above
All of the above
Why is it important forservice 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 serviceproviders are directly influenced by PBA
D.
Understanding PBA is the only way to enable accurate service level reporting
Demand for the services delivered by serviceproviders are directly influenced by PBA
The effective management of risk requires specific types of action. Which of the following pairs of actions would beBEST to manage risk?
A.
Training in risk management for all staff and identification of risks
B.
Identification of risk, analysis and management of the exposure to risk
C.
Control of exposure to risk and investment of capital
D.
Training of all staff andinvestment of capital
Identification of risk, analysis and management of the exposure to risk
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A.
A service object
B.
An incident
C.
A change
D.
A known error
A known error
Which one of the following includes four stages called Plan, Do, Check and Act?
A.
The Deming Cycle
B.
The continualservice improvement approach
C.
The seven-step improvement process
D.
The service lifecycle
The Deming Cycle
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
A.
Do
B.
Perform
C.
Implement
D.
Measure
Do
From the perspective of the service provider, who is the person or group that agrees their service targets?
A.
The user
B.
The customer
C.
The supplier
D.
The administrator
The customer
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
A.
2, 3 and 4 only
B.
1, 2 and 4 only
C.
None of the above
D.
All of the above
1, 2 and 4 only
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