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Q71. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
A. Service level management
B. Service catalogue management
C. Demand management
D. Service transition
Answer: B
Q72. Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Answer: D
Q73. Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
A. The service level management
B. The IT service continuity management
C. The service catalogue management
D. The supplier management
Answer: D
Q74. Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
Q75. Which statement about the emergency change advisory board (ECAB) is CORRECT
A. The ECAB considers every high priority request for change (RFC)
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT Director
Answer: C
Q76. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
Answer: A
Q77. Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services
B. It is mandatory that all changes are subject to design coordination activity
C. Only changes to business critical systems
D. Any change that the organization believes could benefit
Answer: D
Q78. Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfilment
B. Service portfolio management
C. Service desk
D. IT finance
Answer: A
Q79. The BEST description of an incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Answer: B
Q80. Which reason describes why ITIL is so successful?
A. The five ITIL volumes are concise
B. It is not tied to any particular vendor platform
C. It tells service providers exactly how to be successful
D. It is designed to be used to manage projects
Answer: B
