Service operation includes which of the following activities?
A.
Testing the service
B.
Rolling out the service
C.
Deciding whether to retire the service
D.
Optimizing the service
2.
Many processes from other lifecycle stages also take place during the operation stage. Which of the following processes does not fall into this category?
A.
IT service continuity management
B.
Availability management
C.
Service level management
D.
Design coordination
3.
Which of the following is the correct list of functions described in ITIL?
A.
Technical management function, facilities management function, service desk function
B.
Infrastructure management function, desktop support function, application management function, service desk function
C.
Technical management function, operations management function, application management function, service desk function
D.
Infrastructure management function, service desk function, application development function
4.
Which of these activities is facilities management not responsible for?
A.
Maintaining air conditioning to the required level in the server rooms
B.
Defining the infrastructure requirements to support the services
C.
Ensuring the power supply at any disaster recovery sites meets the requirement
D.
Testing the UPS and generators
5.
Match the activities to the following functions.
A.
1d, 2a, 3c, 4b
B.
1d, 2c, 3a, 4b
C.
1a, 2b, 3c, 4d
D.
1b, 2c, 3d, 4a
6.
The service desk is not responsible for which of the following?
A.
Providing a first point of contact
B.
Resolving straightforward incidents
C.
Preventing incidents from recurring
D.
Providing updates to users
7.
The service desk carries out two processes. What are they?
A.
2 and 4
B.
1 and 3
C.
All of the above
D.
3 and 4
8.
Which of the following should service desk staff members possess?
A.
1 and 2
B.
2 and 3
C.
All of the above
D.
2, 3, and 4
9.
Operations management is split into two aspects. What are they called?
A.
Facilities management, operations development
B.
Facilities ownership, operations control
C.
Console management, facilities management
D.
Facilities management, operations control
10.
Which of the following is not a service desk structure described in ITIL?
A.
Virtual
B.
Matrix
C.
Follow the sun
D.
Local
11.
Which is the best description of an incident?
A.
An event that has significance and impacts the service
B.
An unplanned interruption to an IT service or reduction in the quality of an IT service
C.
A fault that causes failures in the IT infrastructure
D.
A user error
12.
When should an incident be closed?
A.
When the technical staff members are confident that it will not recur
B.
When desktop support staff members say that the incident is over
C.
When the user confirms that the service has been restored
D.
When the target resolution time is reached
13.
Which of the following is not a satisfactory resolution to an incident?
A.
A user complains of poor response; a reboot speeds up the response.
B.
A user complains of poor response; second-line support runs diagnostics to be able to monitor it the next time it occurs.
C.
The service desk uses the KEDB to provide a workaround to restore the service.
D.
The service desk takes control of the user’s machine remotely and shows the user how to run the report they were having difficulty with.
14.
Incident management aims to restore normal service operation as quickly as possible. How is normal service operation defined?
A.
It is the level of service that the user requires.
B.
It is the level of service that the technical management staff members say is reasonable.
C.
It is the level of service defined in the SLA.
D.
It is the level of service that IT believes is optimal.
15.
A service management tool has the ability to store templates for common incidents that define the steps to be taken to resolve the fault. What are these called?
A.
Major incidents
B.
Minor incidents
C.
Incident models
D.
Incident categories
16.
Which incidents should be logged?
A.
Major incidents
B.
All incidents that resulted from a user contacting the service desk
C.
Minor incidents
D.
All incidents
17.
What factors should be taken into consideration when assessing the priority of an incident?
A.
Impact and cost
B.
Impact and urgency
C.
Urgency and severity
D.
Severity and cost
18.
What of the following are types of incident escalation defined by ITIL?
A.
1 and 4
B.
1 and 3
C.
1, 2, and 4
D.
All of the above
19.
What is the best definition of a problem?
A.
An incident that the service desk does not know how to fix
B.
The result of a failed change
C.
The cause of one or more incidents
D.
A fault that will require a change to resolve
20.
Problem management can produce which of the following?
A.
1 and 4
B.
1 and 3
C.
1, 2, and 4
D.
All of the above
21.
The request fulfillment process is suitable for which of the following?
A.
All requests, including RFCs
B.
Only requests that have been approved by the CAB
C.
Emergency requests for change, because the process will ensure a fast implementation
D.
Common, low-risk requests with a documented fulfillment procedure
22.
Requests can be fulfilled by the following:
A.
1 and 2
B.
All of the above
C.
1 and 3
D.
2 and 3
23.
Requests must be as follows:
A.
1 and 3
B.
1 only
C.
2 and 4
D.
2 only
24.
Which of the following could be defined as a service request?
A.
All of the above
B.
3 and 4
C.
1, 2, and 3
D.
1, 2, and 4
25.
For which of these situations would automation by using event management not be appropriate?
A.
3 and 4
B.
All of the above
C.
2, and 3
D.
1, 3, and 4
26.
Event management can be used to monitor which of the following?
A.
1 and 2
B.
2, and 3
C.
2, and 4
D.
All of the above
27.
Which of the following is the best description of a request?
A.
A standard change
B.
A request from a user for information, advice, or a standard change, or access to an IT service
C.
An RFC
D.
The procurement process
28.
Which of the following are types of event monitoring?
A.
1 and 2
B.
2, and 3
C.
1 and 3
D.
All of the above
29.
Which of the following is the best description of an alert?
A.
An unplanned interruption to a service
B.
The unknown, underlying cause of one or more incidents
C.
An event that notifies staff of a failure or that a threshold that has been breached
D.
A change of state that has significance for the management of a CI
30.
Which of the following is the best description of access management?
A.
Access management enables authorized access to services and data. Information security management removes or prevents access to nonauthorized staff.
B.
Access management grants authorized users the right to use a service, while preventing access to nonauthorized users.
C.
Access management is responsible for setting security policies.
D.
Access management decides what services users should have access to.
