R2 10 questions

1.

1 point

Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations
2. They are self-contained units with their own capabilities and resources
3. They rely on processes for cross-functional coordination and control
4. They are costlier to implement compared to processes

None of the above

All of the above

1, 2 and 4 only

1, 2 and 3 only

2.

1 point

Which of the following statements about Supplier Management is INCORRECT?

Supplier Management negotiates internal and external agreements to support the delivery of services

Supplier Management maintains information in a Supplier and Contracts Database

Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement

Supplier Management ensures that suppliers meet business expectations

3.

1 point

What is the main reason for establishing a baseline?

To standardize operation

For roles and responsibility to be clear

For knowing the cost of services provided

For later comparison

4.

1 point

What does the Service V model represent?

A strategy for the successful completion of all Service Management projects

Levels of Configuration and testing required to deliver a Service Capability

The path to Service Delivery and Service Support for efficient and effective utilization of resources

The business perspective as perceived by the customer and the user of services

5.

1 point

Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder

1, 3, 4 and 5 only

1, 2, 3 and 4 only

1, 2, 4 and 5 only

All of the above

6.

1 point

Operations Control refers to?

The managers of the Technical and Applications Management functions

The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available

The tools used to monitor and display the status of the IT Infrastructure and Applications

Overseeing the execution and monitoring of IT operational events and activities

7.

1 point

If an organization is able to become more proactive in its ITSM processes, what is likely to happen to
support costs?

They are likely to increase dramatically

They are likely to increase gradually

They are likely to reduce initially and then gradually return to current level

They are likely to gradually reduce

8.

1 point

Which of the following activities is Service Level Management responsible for?

Design the configuration management system from a business perspective

Train service desk on how to deal with customer complaints about service

Create technology metrics to align with customer needs

Create a customer facing service catalogue

9.

1 point

The main objective of Availability Management is?

To ensure that service availability matches or exceeds the agreed needs of the business

To monitor and report availability of services and components

To ensure that all targets in Service Level Agreements (SLAs) are met

To guarantee availability levels for services and components

10.

1 point

Which of the following areas would technology help to support during the Service Design phase of
the Lifecycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design

All of the above

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only

11.

1 point

The following options are considered within which process?
1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual

Service Asset and Configuration Management

Service Catalogue Management

Incident Management

Release and Deployment Management

12.

1 point

What is the role of the Emergency Change Advisory Board (ECAB)?

To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

To assist the Change Manager in implementing emergency changes

To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods

To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.

13.

1 point

Which of the following statements is CORRECT?
1. Only one person can be responsible for an activity
2. Only one person can be accountable for an activity

None of the above

1 only

All of the above

2 only

14.

1 point

A Service owner is responsible for which of the following?

Carrying out the Service Operations activities needed to support a Service

Recommending improvements

Producing a balanced scorecard showing the overall status of all Services

Designing and documenting a Service

15.

1 point

Which of the following statements is CORRECT about patterns of demand generated by the
customer’s business?

It is impossible to predict how they behave

They are driven by patterns of business activity

They are driven by the delivery schedule generated by capacity management

It is impossible to influence demand patterns

16.

1 point

The priority of an Incident refers to?

The escalation path that will be followed to ensure resolution of the incident

The relative importance of the Incident based on impact and urgency

The number of staff that will be assigned to work on the Incident so that it is resolved in timeresolved in time

The speed with which the Incident needs to be resolved

17.

1 point

Which of the following is NOT an example of a Service Request?

A user calls the Service Desk because they would like to change the functionality of an application

A user calls the Service Desk to order a toner cartridge

A Manager submits a request for a new employee to be given access to an application

A user logs onto an internal website to download a licensed copy of software from a list of approved options

18.

1 point

Which of the following is NOT an objective of Service Operation?

Through testing, to ensure that services are designed to meet business needs

To manage the technology used to deliver services

To deliver and support IT services

To monitor the performance of technology and processes

19.

1 point

Incident Management has a value to the business by?

Helping to align people and process for the delivery of service

Contributing to the reduction of impact

Helping to control infrastructure cost of adding new technology

Enabling users to resolve Problems

20.

1 point

Which of the following are the three main types of metrics as defined in Continual Service
Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics

2, 4 and 5

1, 3 and 4

1, 2 and 4

1, 2 and 3

21.

1 point

Technical Management is NOT responsible for?

Defining the Operational Level Agreements for the technical teams

Documenting and maintaining the technical skills required to manage and support the IT infrastructure

Diagnosis of, and recovery from, technical failures

Maintenance of the technical infrastructure

22.

1 point

Consider the following statements:
1. CSI provides guidance on how to improve process efficiency and effectiveness
2. CSI provides guidance on how to improve services
3. CSI provides guidance on the improvement of all phases of the service lifecycle
4. CSI provides guidance on the measurement of processes and services

Which of the above statements is CORRECT?

1, 2 and 3 only

1 and 2 only

2 only

All of the above

23.

1 point

Which of the following statements is CORRECT for all processes?

They define activities, roles, responsibilities, functions and metrics

They create value for stakeholders

They are carried out by a Service Provider in support of a Customer

They are units of organizations responsible for specific outcomes

24.

1 point

Which of the following BEST describes the purpose of Event Management?

The ability to implement monitoring tools

The ability to detect events, make sense of them and determine the appropriate control action

The ability to monitor and control the activities of technical staff

The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

25.

1 point

The four stages of the Deming Cycle are?

Plan, Do, Act, Audit

Plan, Measure, Monitor, Report

Plan, Do, Check, Act

Plan, Check, Re-Act, Implement

26.

1 point

Business drivers and requirements for a new service should be considered during?

The Post Implementation Review (PIR) of a change

Review of the router operating system patches

Review of the current capabilities of IT service delivery

Decommissioning legacy servers

27.

1 point

Which of the following identifies two Service Portfolio components within the Service Lifecycle?

Requirements Portfolio and Configuration Management System

Requirements Portfolio and Service Catalogue

Service Knowledge Management System and Requirements Portfolio

Service Knowledge Management System and Service Catalogue

28.

1 point

The goal of Service Asset and Configuration Management is to?

Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services

Build service models to justify the ITIL implementations

Account for all financial assets of the organization

Implement ITIL across the organization

29.

1 point

Which of the following is NOT one of the ITIL core publications?

Service Optimization

Service Design

Service Strategy

Service Transition

30.

1 point

Which is the correct sequence of events in the selection of a technology tool?

Select Product, Requirements, Selection Criteria, Evaluate Product

Requirements, Selection Criteria, Evaluate Product, Select Product

Requirements, Selection Criteria, Select Product, Evaluate Product

Selection Criteria, Requirements, Evaluate Product, Select Product

31.

1 point

When analyzing an outcome for creation of value for customers, what attributes of the service
should be considered?

Objectives, Metric, Desired outcome

Business Objectives, IT objectives, Process metrics

People, Products, Technology

Desired outcome, Supplier metrics, IT objectives

32.

1 point

What is the RACI model used for?

Analyzing the business impact of an incident

Documenting the roles and relationships of stakeholders in a process or activity

Creating a balanced scorecard showing the overall status of Service Management

Defining requirements for a new service or process

33.

1 point

A Service Level Package is best described as?

A definite level of utility and warranty associated with a core service package

A document showing the Service Levels achieved during an agreed reporting period

A description of the value that the customer wants and for which they are willing to pay

A description of customer requirements used to negotiate a Service Level Agreement

34.

1 point

What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

Define what you should measure, define what you can measure, gather data and process data

Gather data, process data, analyze data and present data

Gather data, process data, define what you should measure and define what you can measure

What is the vision, where are we now, what do we want to be, how do we get there?

35.

1 point

The BEST definition of an event is?

An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted

A known system defect that generates multiple incident reports

A planned meeting of customers and IT staff to announce a new service or improvement program

An occurrence that is significant for the management of the IT infrastructure or delivery of services

36.

1 point

Which of the following is a good use of a baseline?

The type of testing to be done for a release

The current desktop models in use

The desired end state of a project

A marker or starting point for later comparison

37.

1 point

Setting policies and objectives is the primary concern of which of the following elements of the
Service Lifecycle?

Service Strategy, Service Transition and Service Operation

Service Strategy

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Service Strategy and Continual Service Improvement

38.

1 point

Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?

Event management and Request Fulfillment

Facilities Management and Event Management

Event Management and Service Desk

Change Management and Service Level Management

39.

1 point

Which of the following BEST describes a Local Service Desk structure?

A Service Desk that is situated in the same location as the users it serves

A Service Desk where analysts only speak one language

A Service Desk that also provides onsite technical support to its users

A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location

40.

1 point

Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

What is the vision?

Is there budget?

Did we get there?

Where are we now?