ISO/IEC 20000 Foundation Exam Prep Questions Flashcards
1
Q
What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
A
D. Workaround
2
Q
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
A
B. Change Management
3
Q
Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
A
C. A report that the printer is not working
4
Q
What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
A
A. Expected outcomes
5
Q
What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
A
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
6
Q
One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
A
C. Proactive Problem Management
7
Q
Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
A
A. Customer satisfaction
8
Q
What is a Configuration Baseline?
A. A benchmark of the service provider’s capability
B. A configuration audit report
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. The change requests allocated to a release
A
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
9
Q
Deming proposed a system of continuous improvement. Which four activities does this system involve?
A. Plan. Do. Check and Act
B. Plan. Do. Evaluate and Act
C. Plan. Perform. Audit and Improve
D. Plan. Perform. Evaluate and Act
A
A. Plan. Do. Check and Act
10
Q
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
A
C. Configuration Management
11
Q
Which process includes the responsibility of recovering the service as quickly as possible?
A. Availability Management
B. IT Service Continuity Management
C. Incident management
D. Problem Management
A
C. Incident management
12
Q
What is the definition of IT Service Management?
A. An organization supping services to one or more customers
B. Best practice guidance for operating services
C. Requirements for delivering service based upon best practices
D. Specialized organizational capabilities providing value to customers
A
D
13
Q
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services’?
A. Availability Management
B. Incident Management
C. Service Desk
D. Service Level Management
A
C
14
Q
What does the term “Integrity” mean in the context of Information Security Management?
A. Protecting the information against unauthorized use
B. Monitoring the access to information
C. The accuracy, completeness and correctness of the information
D. Screening the support staff on their loyalty to the IT organization
A
D
15
Q
What is a Known Error?
A. A serious incident whose resolution is known
B. A Problem that is resolved
C. A Problem for which the cause and Workaround have been identified
D. A Problem that cannot be matched
A
C
16
Q
Which process or function has the responsibility of distributing information to users?
A. Change Management
B. Customer Relationship Management
C. Incident Management
D. Service Desk
A
D
17
Q
The success and failure of Releases shall be measured. What is included in these measurements?
A. The frequency and types of Releases
B. The Incidents related to a Release in the period following a Release
C. The Release dates
D. The Request for Change (RFC)
A
B
18
Q
A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?
A. A developed application
B. A Configuration Item
C. A Service
D. A deployed infrastructure
A
B
19
Q
What defines Service Quality’?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
A
C
20
Q
In the context of standards, what does the term “conformity” stand for?
A. Alignment of an audit nonconformity report to a re-audit report
B. Compliance with a requirement
C. Quality Management System certification by an approved body
D. Verification of supplier certification
A
B
21
Q
What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?
A. Capacity management
B. Incident management
C. Information security management
D. Release management
A
C
22
Q
What is the contribution of Availability Management to the Service Level Management process?
A. Availability Management provides information about the availability of the services being provided.
B. Availability Management acts in consultation with users to determine the availability of IT services.
C. Availability Management supplies data about the availability requirements of users.
D. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
A
A
23
Q
What are the key contents of an IT Service Management system?
A. A documented organizational and operational structure
B. A software system for the ticket
C. A software system to monitor the key performance indicators (KPIs)
D. Systematic processes for ticket recording and follow-up only
A
A
24
Q
What is mandatory to define in the incident management procedures?
A. The escalation of incidents
B. The implementation of emergency changes
C. The recording of deficiencies in the configuration management database (CMDB)
D. The recording of problems
A
A
25
While planning for service improvements, what is an important best practice to consider?
A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
B. The progress of service improvement should be discussed at least weekly in the steering committee.
C. The progress should be monitored closely by an independent project manager to maintain objectivity.
D. The service improvement targets should not change until the target is reached, or else no consistency is maintained
A
26
What can be improved by achieving quality objectives?
A. Effectiveness of the service
B. Personal satisfaction of the Configuration Manager
C. Relationship with interested suppliers
D. Relationship with unauthorized patties
A
27
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
A. A chronological training record for each individual
B. A record of all future training courses for each employee
C. An overview of all personal details per employee
D. An overview of all possible training modules that match with competences
A
28
Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider
D. That the suppliers understand their obligation to the Service Provider
C
29
The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?
A. After the breach
B. Before the breach
C. During service reporting
D. Never
B
30
What is the aim of an internal audit?
A. To ensure and improve one's own quality capability
B. To instruct all employees that quality-related requirements must be observed
C. To monitor employee performance
D. To verify whether the defined key performance indicators (KPIs) are actually determined
A
31
When improving the IT Service Management system, what needs to be considered to ensure ongoing compliance with the service provider's corporate objectives / requirements?
A. A competitor's process management system
B. Any standards defined by the company itself
C. The budget available to Human Resources
D. The time to update the process documentation
B
32
In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in contracts. What are these contracts called?
A. Service Level Agreements (SLAs)
B. Operational Level Contracts
C. Service Contracts
D. Underpinning Contracts
C
33
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must be available in at least one hard copy and approved
B. It must include the documented procedures specified by the standard
C. It must include the scope of the organization's service management plan
D. It must never include any know-how of the organization
D
34
What is required for an implementation of IT Service Management to be successful?
A. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
C. The appointment of a specialist department responsible for the development of the process structures
D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
D
35
What is a function of processes?
A. They express the level of compliance with the requested quality characteristics.
B. They represent a complete set of monitoring options.
C. They describe vertical and horizontal escalation options.
D. They complement descriptions of structural and organizational roles and responsibilities
B
36
Which statement with regard to Information Security Management is true?
A. Information Security Management to specifically focus on managing Information Security effective within all information systems.
B. Management with appropriate authority shall approve an Information Security policy.
C. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
D. Security Incidents shall only be reported and recorded if they affect more than one user
B
37
Who or what should always be informed in case a release is rejected, delayed or cancelled?
A. Business relationship management
B. Change management
C. Incident management
D. The senior management representative
B
38
Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?
A. Availability Management
B. Financial Management for IT Services
C. IT Service Continuity Management
D. Service Level Management
D
39
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?
A. Change Management
B. Configuration Management
C. Release Management
D. Service Desk
A
40
Input from other Service Management processes is required to keep the IT service continuity plan current
Which process has the most to contribute?
A. Change management
B. Availability management
C. Financial management for IT services
D. Problem management
A
41
When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
B
42
What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
D
43
A Release policy needs to be documented and agreed. What must be included in the Release policy?
A. an analysis of the success or failure of
B. Releases Requests For Change (RFCs)
C. the frequency and type of Releases
D. the Release dates
C
44
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
B
45
An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?
A. Change Management
B. Release Management
C. Security Management
D. Service Desk
B
46
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?
A. Capacity Database
B. Configuration Management Database (CMDB)
C. Definitive Software Library (DSL)
D. Software Distribution Library
C
47
Which processes should the Plan, Do, Check, Act methodology be applied to?
A. all of the processes within the scope
B. the Planning & Implementing Service Management process
C. the Requirements for a Management System process
D. those that support business critical services
A
48
According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?
A. annually
B. monthly
C. only when there is a business need to change the service
D. quarterly
A
49
What is a purpose of ISO/IEC 20000?
A. to promote the adoption of an integrated process approach
B. to promote the adoption of IT governance
C. to provide best practice guidance on IT Service Management
D. to provide best practice guidance on security management
A
50
A number of important documents are used within Service Level Management. One of these documents consists of an overview of services and Service Levels offered.
What is the name of the document?
A. Service Catalog
B. Service Level Agreement (SLA)
C. Service Level Requirement
D. Underpinning Contract
A
51
When can the building and testing of a Change begin?
A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B. As soon as there is a correct network plan for the change
C. As soon as the Request for Change (RFC) has been formally authorized
D. As soon as the Request for Change (RFC) has been classified
C
52
What may define the scope of Service Management in the Service Management plan?
A. the location of the services
B. the number of staff
C. the size of the infrastructure
D. the specific processes undertaken
A
53
What is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.
B. Decisions about service provision should be based on cost effectiveness comparisons.
C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
A
54
What is meant by the Urgency of an Incident?
A. the degree to which the solution of an incident tolerates delay
B. the degree to which the incident gives rise to a deviation from the normal service level
C. the time needed by IT Services to resolve the incident
D. the relative importance of the incidents when handling them
A
55
What is the objective of the service reporting process?
A. to document measures taken to manage information security effectively within all service activities
B. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D. to provide progress reports on the planning and implementation of service managemenT
C
56
What is a parameter for measuring progress relative to key objectives in an organization?
A. Balanced Scorecard (BCS)
B. Critical Success Factor (CSF)
C. Key Performance Indicator (KPI)
D. Service Improvement Program (SIP)
C
57
Which process is responsible for registering the relationships within the IT infrastructure?
A. Asset Management
B. Change Management
C. Configuration Management
D. Release Management
C
58
Which of the following activities in the Problem Management process is related to the Change Management process?
A. identifying Problems
B. classifying Problems
C. correcting Problems
D. investigating a solution
C
59
What does Service Management aim to achieve?
A. to exceed expectations at all times based on solid processes followed rigidly at all times
B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
C
60
What is the best definition of "Quality system"?
## Footnote
A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
B. mandatory Quality management practices followed by everyone in the service provider organizations
C. organizational structure related to responsibilities, procedures and resources for implementing quality management
D. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
C
61
Which of the following is a best practice concerning information security risk assessment?
A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
B. Information security risk assessments should be performed as a result of the review of every incident.
C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
D. Information security risk assessments should be performed once a year.
C
62
A company decides to apply the principle of continual improvement. Which action would result from this decision?
A. Analyze and evaluate the existing situation to identify areas for improvement
B. Analyze customer satisfaction and identify resulting actions
C. Review the Service Management System at least annual
D. Start an internal service organization evaluation
A
63
Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?
A. Incident Management
B. Problem Management
C. Service Desk Service
D. Level Management
C
64
What defines Service Quality?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
C
65
What data is recorded when an incident is reported to the Service Desk?
A. the name of the person reporting the Incident
B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
A
66
What is the difference between a process owner and a process manager?
## Footnote
A. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
B. a process owner is a director and a process manager is a manager
C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate
D. a process owner will work directly with business leadership and the process manager only works within IT
A
67
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
A. constant quality
B. incorporating technological innovations
C. innovating the way services are provided
D. methodological order based on best practices
A
68
What is used for the assessment of maturity of organizations?
A. CMMI®
B. CobIT™
C. ITIL®
D. MOF
A
69
Which process aims to prevent incidents resulting from changes to the IT infrastructure?
A. Availability Management
B. Change Management
C. Incident Management
D. Problem Management
B
70
What is required to be in place for emergency changes?
A. Capacity plans
B. Controlled Acceptance Test environment
C. policies and procedures
D. Service Continuity Plans
C
71
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
A. Documentation should be kept at least five years for auditing purposes.
B. Documentation should be protected from damage due to IT related disasters.
C. Documentation should be stored at a central place and be only accessible via procedures
D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
B
72
The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?
A. Known Error
B. Problem
C. Workaround
D. Request for Change
C
73
What is the objective of the Security Management process?
A. to manage information security effectively for critical services only
B. to manage information security effectively for IT staff
C. to manage information security effectively relating to the financial administration of service activities
D. to manage information security effectively within all service activities
D
74
What is the most common process that is associated with the Service Desk?
A. Change Management
B. Configuration Management
C. Incident Management
D. Service Level Management
C
75
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
A. to be able to charge to the correct users of the service
B. to be able to provide reports to management
C. to prevent repetitive occurrence of Incidents
D. to provide input to the Capacity Database
C
76
What is the purpose of CobiT™?
A. to provide a high level process model that organizes a broad range of IT activities
B. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements
D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
D
77
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A. because this is part of the IT Service Management model
B. because this means the incident can be resolved more quickly
C. because this allows incidents to be better tracked
D. because otherwise Problem Management cannot work
B
78
What must be included in a well defined Process structure?
A. expected results
B. functions
C. statistical support
D. timelines
A
79
Having a policy that defines and manages customer complaints is a key element of Business Relationship Management.
According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is not resolved?
A. Follow the defined escalation path
B. Ignore it as it will eventually go away
C. Initiate early contract termination procedures
D. Suspend or fire the staff member who is named in the complaint
A
80
A company includes the principle of continual improvement of the Service management system (SMS) in their Service management plan.
What evidence would be gathered to demonstrate continual improvement?
A. Analyze and evaluate the existing situation to identify areas for improvement
B. Analyze customer satisfaction and identify resulting actions
C. Review the Service management system at least annually
D. Perform a service provider evaluation
A
81
What other process is tightly related (e.g., share activities) to Business relationship management?
A. Availability management
B. Release and deployment management
C. Service level management
D. Service reporting
C
82
A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time. What action should a service provider perform if a service request cannot be fulfilled within the agreed timeframes?
A. Cancel the request and inform the customer
B. Escalate according to procedures
C. Find a new vendor who has the request phone
D. Nothing, the service provider cannot control stock levels of the supplier
B
83
Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?
A. Budgeting and accounting for services
B. Capacity management
C. Change management
D. Configuration management
D
84
Through which process does the implementation of a new or changed service, including closure of a service, need to be planned and approved?
A. Business relationship management
B. Change management
C. Release management
D. Service level management
B
85
The rollout of an application software upgrade has been planned. However, a back-out plan has not been developed. Which process or function should have provided the back-out plan?
A. Availability management
B. Change management
C. Release management
D. Service desk
C
86
Which process or function has the objective of recording and providing technical information about the infrastructure?
A. Budgeting and accounting for services
B. Configuration management
C. Service desk
D. Service level management
B
87
What is the intent of Design and transition of new or changed services?
A. to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
B. to ensure that approved Changes in theIT infrastructure are implemented with acceptable risks for the current and newIT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
D. to ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
C
88
One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?
A. defining a point of contact who manages the relationship
B. defining criteria for subcontractors
C. ensuring the contract reflects current requirements
D. monitoring supplier performance against agreed targets
B
89
The contents of a service must be agreed between the service provider and the interested parties. Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service report?
A. Cost
B. Delivery method
C. Formatting
D. Purpose
D
90
What triggers a re-test of the Service continuity and availability plans?
A. a major change to the service environment
B. a major disaster having occurred
C. significant periods of unplanned non-availability
D. six months having passed since the last test
A
91
A number of new PCs have been installed at a company’s offices. For which activity was the Configuration management process responsible?
A. Establishing the correct links in the Local Area Network
B. Installing software
C. Making available the necessary user’s manuals
D. Recording data regarding the PCs
D
92
Why would an IT service provider adopt the C0bITTM framework?
A. to adopt a high level process model that organizes a broad range ofIT activities
B. to adopt a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
C. to adopt a certified measurement framework that legally provides proof of meeting the SarbanesOxley (SOX) requirements
D. to adopt a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
D
93
A service provider discovers root cause of repetitive incident. The budget does not allow a permanent resolution. What actions must the service provider now take?
A. Develop an action that will mitigate the impact of the problem on the service
B. Escalate the information to Availability management for a service design change
C. Reclassify the problem as an incident so mitigating actions will occur
D. Record the root cause and close the problem
A
94
Which of the documents below should be available as evidence of Service management planning and operations?
A. an Ishikawa (Fishbone) diagram
B. policies and plans for service compliance
C. risk and impact checklists
D. work instructions for storage monitoring
B
95
What measure or technique will be used to show progress of process objectives
for a Service provider?
A. CMMI®
B. Critical success factor (CSF)
C. Key performance indicator (KPI)
D. Six Sigma®
C
96
What is an attribute of a Configuration item (CI)?
A. An attribute provides information about the CI involved.
B. An attribute is a CI that provides information to the processes.
C. An attribute is a software package.
D. An attribute is a label that is attached to a machine.
A
97
According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable. What level of the supply chain must the service provider manage?
A. All relationships between lead and subcontracted suppliers
B. Only the relationship between the lead supplier and service provider
C. Only as agreed in the contracts between the various parties
D. Only the subcontractors as the lead supplier is integral to the service delivery and self-managing
B
98
One of the activities of Capacity management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware networks, databases, etc. and the costs.
Which of the activities of Capacity management is responsible for this?
A. Application sizing
B. Capacity planning
C. Monitoring
D. Tuning
A
99
What are the key contents of a Service management system (SMS)?
A. a software system for the ticket system
B. a software system to monitor the Key performance indicators (KPIs)
C. definition of corporate measures to achieve the required level of quality
D. systematic processes for ticket recording and follow-up only
C
100
The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.
According to ISO/IEC 20000-1, what would not be defined?
A. Complaints procedure
B. Contractual disputes
C. Early termination of the contract
D. Transferof service
A
101
Which process reports about software failures resulting from software changes?
A. Availability management
B. Incident and service request management
C. Problem management
D. Service reporting
B
102
Deming proposed a system for continuous improvement. What are the four activities involved?
A. Plan, Do, Check and Act
B. Plan, Do, Evaluate and Act
C. Plan, Perform, Audit and Improve
D. Plan, Perform, Evaluate and Act
A
103
When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?
A. Any processes and policies defined by the company
B. IT service management best practices
C. The budget available to allocate resources
D. The time to update the process documentation
A
104
What is the purpose of defining a Service management system?
A. to ensure that new services are deliverable and manageable against the customer requirements
B. to realize a Management System framework for IT Service Management
C. to provide policies and a framework to enable effective management and implementation of all services
D. to safeguard the implementation and delivery of Service Management
C
105
Top management needs to ensure that employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?
A. How they can provide policies and a framework for a Service management system
B. How they contribute to the achievement of the Service management objectives
C. How they contribute to the Total cost of ownership (TCO)
D. How they contribute to total salary reduction
B
106
What is the main outcome of the Business Relationship Management process?
A. Changes to service requirements
B. Complaints policy
C. Customer relationship and satisfaction
D. Service reviews
C
107
Which process has the intent to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability management
B. Budgeting and accounting for services
C. Capacity management
D. Service continuity management
C
108
What is a valid description of an IT service?
A. Aservice as defined in the Service catalogue
B. Aservice that is deemed critical by the customer
C. Something of value delivered usingIT, that is provided to a customer
D. Strategic support provided to a customer
C
109
What is the added value of a service being delivered according to IT service management best practice?
A. You can specifically define the service by means of a Service level agreement (SLA).
B. Services facilitate outcomes for customers.
C. You do not have to invest in processes to control the service.
D. Services have a lower total cost of ownership.
B
110
What best describes the term Mean Time Between Failures (MTBF)?
A. the average downtime
B. the agreed downtime
C. the average failure-free interval
D. the agreed failure-free interval
C
111
Service providers manage various documents and records to ensure effective planning, operation and control of Service management. Which of these is a record?
A. Process description
B. Change Advisory Board (CAB) meeting minutes
C. Service level agreement (SLA)
D. Service management policy
B
112
Which factor partly determines the priority of an Incident?
A. the category
B. the impact
C. the requisite resources
D. the wishes of the customer
B
113
What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?
A. A compliments application needs to be implemented.
B. Customer satisfaction surveys need to be defined so that customers can easily respond to them.
C. Interested parties and customers of the services need to be identified and documented.
D. Outstanding complaints need to be reviewed on a monthly basis.
C
114
Why is a Service management system required?
A. To deliver a fit for purpose service that is aligned to the agreed customer requirements
B. To guarantee that Service levels will be met in all circumstances
C. To manage the financial costs of service delivery according to agreed budgets
D. To satisfy the needs of legislative requirements across the world
A
115
A Post implementation review (PIR) is used to determine whether a corrective change has been successfully implemented. Which process works in conjunction with Change management during a PIR?
A. Problem management
B. Configuration management
C. Release management
D. Capacity management
A
116
What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?
A. A focus on Information security management above all other processes
B. Consistent implementation of the PDCA cycle
C. Control of information assets in a Configuration management database (CMDB)
D. The possibility of increasing business success by means of a self-assessment process
B
117
The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities. How are these service reports used?
A. as input to financial management in order to determine charges for the service
B. as the basis for making management decisions and taking actions based on findings
C. to compare the performance of the Service desk with service targets
D. to present a professional image of the company
B
118
When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer’s business needs?
A. All employees should have attended anIT service management Foundation course.
B. Combine the best practices fromITIL®CobiTTMand Six Sigma®to meet the customer’s business needs.
C. Each service management process needs to have its own dedicated process manager.
D. The Service management processes should meet the requirements in ISO/IEC 20000.
D
119
Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption. Which process is responsible to insure that the business requirements are met during such circumstances?
A. Availability management
B. Service continuity management
C. Service level management
D. Supplier management
B
120
Which process is responsible for supplying first-line support and assistance in daily use of iT services?
A. Availability management
B. Incident management
C. Service level management
D. Service reporting
B
121
The effects of a disaster on IT services can be severe. Measures should be taken to prevent, detect, prepare for and mitigate these effects. Which process is responsible for taking these measures?
A. Availability management
B. Information security management
C. Service continuity management
D. Service level management
C
122
In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in documents. What are these documents called?
A. Service level agreements (SLAs)
B. Operational level agreements (OLAs)
C. Service contracts
D. Underpinning contracts (UCs)
C
123
When should the final closure of an Incident record be completed?
A. When all relevant information for classification and routing has been entered.
B. When the Incident has been dispatched outside the Service desk department.
C. When the Incident is solved and normal operation is restored.
D. When the user or customer has been given the opportunity to confirm that the service is restored
D
124
One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?
A. As soon as the documentation for managing and supporting the Release is also complete and up to date.
B. As soon as the users have tested the Release.
C. As soon as Change management has approved the Release.
D. As soon as the technicians have tested the Release and no adverse impact of this Release is expected in the rest of theIT infrastructure.
C
125
Staff competencies and training needs shall be reviewed and managed. Why is this necessary?
A. To enable employees to perform their role effectively
B. To help staff to further their career
C. To improve service reporting
D. To reduce the operational cost of the organization
A
126
Which process is responsible for providing information about the IT infrastructure
to all other processes?
A. Capacity management
B. Change management
C. Configuration management
D. Problem management
C
127
Which interested party will define Service level requirements?
A. Customer
B. End user
C. Service provider
D. Supplier
A
128
What is the best definition of a Service management system?
A. ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently
B. mandatory Service management practices followed by everyone in the service provider organizations
C. processes, procedures, responsibilities and resources for implementing Service management
D. set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer
C
129
Customer satisfaction measurement is an important activity in the Business relationship management process. What is the objective of Customer satisfaction measurement?
A. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required
B. to gather information about potential new services that might be interesting for the end users of the services
C. to optimize the relationship processes so that service levels are exceeded
D. to check if contractual obligations for customer satisfaction are being met
A
130
How should the requirements for Service continuity and availability be identified?
A. These should be identified based upon historical data for major incidents and their business impact on the organization.
B. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
D. These should be made up from service requirements and SLAs if available.
C
131
According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes with suppliers. Which process is responsible for the definition of this process?
A. Business relationship management
B. Contract management
C. Service level management
D. Supplier management
D
132
What is the objective of the maintain and improve the SMS stage (Act)?
A. to improve the efficiency and effectiveness of the business
B. to improve the efficiency and effectiveness of the processes
C. to improve the efficiency and effectiveness of service provision
D. to improve the efficiency and effectiveness of service support
C
133
Which Changes should be documented through formal change records?
A. infrastructure changes
B. change in business strategy
C. staff recruitment
D. user training
A
134
When implementing a new version of an application both Change management and Release management are involved. What is the responsibility of the Change management process here?
A. Change management has the implementation and installation task in this phase.
B. Change management plays a coordinating role in this phase.
C. Change management must check whether the new application functions properly.
D. Change Management draws up the Request for change (RFC) in this phase.
B
135
What is an example of a Configuration item (CI)?
A. Location of a server
B. Name of the supplier of an Underpinning contract (UC)
C. Serial number
D. Service catalogue
D
136
What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?
A. To adopt an integrated process approach to manage services
B. To adopt IT governance
C. To adopt an international standard on Information security management
D. To adopt the best practices of IT service management
A
