NO.1 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
Answer: D
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NO.2 What is the BEST description of the purpose of the service operation stage of the service
lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
Answer: D
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NO.3 Result in higher volume of successful changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
Answer: C
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2. The consideration of value creation is a principle of which stage of the service lifecycle?
A. Continual service improvement
B. Service strategy
C. Service design
D. Service transition
Answer: B
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3. Which of the following is the BEST description of a centralized service desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk
locations are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Answer: D
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NO.4 Which one of the following is the BEST description of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be
found
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident which has a high priority or a high impact on the business
Answer: D
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NO.5 What is a RACI model used for?
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D
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NO.6 Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Preparation
C. Products
D. Potential
Answer: C
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NO.7 Which of the following availability management activities is/are considered to be proactive as
opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only
Answer: D
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NO.8 Which of the following are benefits to the business of implementing service transition?
1.Better reuse and sharing of assets across projects and resources
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Last Update: 2015-10-20
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