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Q11. Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
Q12. Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
Q13. Which of these should a change model include?
1.
The steps that should be taken to handle the change
2.
Responsibilities; who should do what, including escalation
3.
Timescales and thresholds for completion of the actions
4.
Complaints procedures
A. 1, 2 and 3 only
B. All of the above
C. 1 and 3 only
D. 2 and 4 only
Answer: A
Q14. Which process would you MOST expect to be involved in the management of underpinning contracts?
A. Change management
B. Service catalogue management
C. Supplier management
D. Release and deployment management
Answer: C
Q15. Which one of the following generates demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
Answer: B
Q16. Which one of the following 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 which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
Answer: D
Q17. Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Q18. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
Answer: A
Q19. Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service
Answer: D
Q20. Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
Answer: C
