Examen B

1.- Which of the following are developed by the Service Continuity Management process?

a)Business Case
b)Risk Analyses
c)Project Plan
d)Business Impact Analyses (BIA)

Mark for review

a, b, c

a, c

b, d

All of the above

EXPLANATION:
The Service Continuity Management process should develop Risk Analyses and Business Impact Analyses (BIA) to
quantify the impact of loss and to identify and asses risk.

Objective:
Processes

Sub-Objective:
State the objectives, basic concepts and roles for IT Service Continuity

Source:
Service Design, Section 4.5.2, P 126

2.- Which of the following terms describe Problem Management techniques?

a)Proactive

b)Progressive

c)Reactive

d)Best effort

Mark for review

a, c, d

b, c

c, d

a, c
EXPLANATION:
Reactive Problem Management is a management process whereby, no action is taken until a problem is having an
impact. Proactive Problem Management may be a result of actions taken to prevent problems that have been
discovered by monitoring tools or observation.

Objective:
Processes

Sub-Objective:
State the objectives, basic concepts and roles for Problem Management

Source:
Service Operation, Section 4.4.5, Figure 4.4, P 59, 60, 6

3.- Which of the following statements does NOT represent part of the 7 Step Improvement Process?

Mark for review

Define what should be measured

Analyze the data

Present and use the information

Build the business case

EXPLANATION:
The 7 Step Improvement Process spans the entire service lifecycle. It includes:

Define what should be measured

Define what can be measured
Gather the data
Process the data
Analyze the data
Present and use the information
Implement corrective action

Objective:
Processes

Sub-Objective:
Explain the high level objectives, basic concepts, process activities, roles and metrics for The 7 step improvement
process

Source:
Continual Service Improvement, Section 3.7.3, P 31, 32
4.- Characteristics of a process include the following: They are measurable, they have specific results, they respond to a
specific event and they deliver results to customers. What type of customers do processes deliver results to?

Mark for review

Internal and External customers

Business customers

User community customers

Service Desk customers

EXPLANATION:
Every process delivers its primary results to a customer or stakeholder. They may be internal or external to the
organization but the process must meet their expectations.

Objective:
Service Management as a Practice

Sub-Objective:
List the characteristics of processes (Measurable, Specific results, Customers, and Responds to a specific event)

Source:
Service Strategy 2.6.2, P 26

5.- Which statements represent objectives of the Supplier Management process?

a)Manage relationships with suppliers

b)Manage suppliers budget

c)Manage supplier performance

d)Negotiate and agree contracts with suppliers

Mark for review

a, c, d

a, b, c

b, c, d

All of the above

EXPLANATION:
The main objectives of the Supplier Management process are: manage the suppliers performance, contracts, maintain a
supplier contract database and manage the relationship with the supplier. Supplier management must ensure that these
objectives are met in the most cost effective way and make sure that all underpinning contracts are aligned to the
business needs.
Objective:
Processes

Sub-Objective:
State the objectives, basic concepts and roles for Supplier Management

Source:
Service Design, Section 4.7.1, P 149, 150

6.- To define, document, agree, monitor, measure, report and review the level of IT services, describes what?

Mark for review

Service Level Management (SLM)

Configuration Management

Service Level Agreement (SLA)

Asset Management

EXPLANATION:
To define, document, agree, monitor, measure, report and review the level of IT services is a main objective of Service
Level Management. Other objectives include improving relationships with the business, ensuring service targets are
developed, monitor and improve customer service, manage customer expectations and ensure delivery of pro-active
measures when they are cost-effective.

Configuration Management is concerned with maintaining information about Configuration Items (CI’s)

A Service Level Agreement is an agreement with the customer that describes the services and documents targets etc.

Asset Management is responsible for managing financial assets.

Objective:
Processes

Sub-Objective:
Explain the high level objectives, scope, basic concepts, process activities key metrics (KPI’s), roles and challenges for
Service Level Management (SLM)

Source:
Service Design, Section 4.2.1, P 65

7.- The Service Catalogue forms part of what?

Mark for review

Configuration Management
Service Portfolio

Change Management System

Service Level Agreement

EXPLANATION:
The Service Catalogue in contained within the Service Portfolio. The Services contains information regarding services
already in operation and those about to be delivered into operation. The Service Portfolio has a broader scope and
contains information on all services across all customers and included services in development.

Configuration Management is concerned with maintaining information about Configuration Items (CI’s).

Change Management System is an invalid choice.

A Service Level Agreement is an agreement with the customer that describes the services and documents targets etc.

Objective:
Processes

Sub-Objective:
State the objectives, basic concepts and roles for Service Catalogue Mana

Source:
Service Design, Section 4.1.4, P 61, 62

8.- In which of the following areas of design would design tools and techniques be useful?

a)Hardware Design

b)Software Design

c)Environmental Design

d)data design

Mark for review

a, c

b, c

a, b, d

All of the above

XPLANATION:
All options are correct. In addition to the examples above, design tools and techniques could also be useful for process
design activities.
Objective:
Technology and Architecture

Sub-Objective:
List some generic requirements for an integrated set of Service Management Technology

Source:
Service Design, Section 7.1, P 201

9.- Which statement regarding the Service Portfolio is true?

Mark for review

It holds all the information for a configuration items within the designated scope

It is a library containing authorized versions of all media configuration Items

It should contain information relating to every service and its current status within the organization

It consists of services currently active in the live environment

EXPLANATION:
After a service has been chartered, it becomes part of the Service Design process and part of the Service Portfolio. The
Service Portfolio should contain information relating to every service and its current status within the organization.

The Configuration Management System (CMS) holds all the information for a configuration items within the designated
scope.

The Definitive Media Library (DML) is a library containing authorized versions of all media configuration Items.

The Service Catalogue consists of services currently active in the live environment

Objective:
Key Principals and Models

Sub-Objective:
Discuss the five major aspects of Service Design

Source:
Service Design, Section 3.6.2, P 34
Service Transition, Section 4.3.4.3, P 68, 69
Service Strategy, Section 4.2.3.1, P 75

10.- Which of the following are valid types of Service Catalogues?

a)Customer

b)Business

c)Portfolio
d)Technical

Mark for review

a, c

b, d

b, c, d

All of the above

EXPLANATION:
There are two aspects of Service Catalogues, business and technical. The Business Service Catalogue is considered to be
customer facing and describes the IT Services being delivered to the customer and the services relationship to the
various business units. The Technical Service Catalogue contains technical details of the services and the relationship to
supporting services. This is a technical document and should underpin the Business Service Catalogue.

Customer Service Catalogue and Portfolio Service Catalogue are not valid options.

Objective:
General Concepts and Definitions

Sub-Objective:
Service Catalogue (Business Service Catalogue and Technical Service Catalogue)

Source:
Service Design, Section 4.1.4. P 62

11.- What process strives to provide efficient repeatable build and installation mechanisms that can be used to deploy
releases to the test and production environments and be rebuilt if required to restore service?

Mark for review

Service Operation

Service Design

Release and Deployment Management

Service Transition
EXPLANATION:
Providing efficient repeatable build and installation mechanisms that can be used to deploy releases to the test and
production environments and be rebuilt if required to restore service is a goal of Service Transition.

Objective:
The Service Lifecycle
Sub-Objective:
Account for the main goals and objectives of Service Transition

Source:
Service Transition 2.4.1, P 16

12.- Which of the following represent objectives for the Release and Deployment process?

a)To develop deployment plans

b)Ensure integrity or a release and its components

c)Manage risks related to new or changed services

d)Implement changes

Mark for review

a, b, c

a, c, d

b, c, d

All of the above

EXPLANATION:
The objectives of the Release and Deployment Management process are as follows:

Develop deployment plans

Deliver changes with reduced risk
Optimize cost of changes
Ensure knowledge transfer regarding the change to the customer
Ensure release components are compatible
Ensure the integrity of releases
Ensure organizational change is managed

Objective:
Processes

Sub-Objective:
State the objectives, basic concepts and roles for Release and Deployment

Source:
Service Transition, Section 4.1, P 84

13.- Making the decision to Buy or Build an application is the responsibility of:

Mark for review

Release Deployment Management

Application Management

Change Management

Procurement Management

EXPLANATION:
Application Management plays a major role in making the decision of whether an application should be purchased or
built. Application Management is a process that provides input to technical officers or steering committees when they
make decisions regarding applications.

Objective:
Functions

Sub-Objective:
State the role, objectives and organisational overlap of The Technical Management

Source:
Service Operation, Section 6.5.3, P 129

14.- Which element of Service Management could be defined as either a Function or a Process, depending on its
implementation?

Mark for review

Change Management

Configuration Management

Capacity Management

Service Level Management

EXPLANATION:
Capacity Management is an organizational capability with specialized processes and work methods. Whether or not it is
a function or a process depends entirely on organization design. It is a mistake to assume that Capacity Management can
only be a process. It is possible to measure and control capacity and to determine whether it is adequate for a given
purpose

Change Management is the process responsible for controlling the Lifecycle of all Changes. Change Management meets
the criteria of a Process. (Measurable, Specific Results, Customers, Responds to a specific event)

Configuration Management is the process responsible for maintaining information about configuration items required to
deliver an IT Service, including their Relationships. Configuration Management meets the criteria of a Process.
(Measurable, Specific Results, Customers, Responds to a specific event)

Service Level Management is the process responsible for negotiating Service Level Agreements, and ensuring that these
are met. Service Level Management meets the criteria of a Process. (Measurable, Specific Results, Customers, Responds
to a specific event)
Objective:
Service Management as a Practice

Sub-Objective:
Define and distinguish between Functions, Roles and Processes

Source:
Service Transition 2.3.2, P 6

15.- Which statement regarding communication in the Service Operation stage of the service lifecycle is true?

Mark for review

Communication with other IT teams should be presented in technical terminology

Email should be the primary means of communication so that a paper trail exists

All communication must have an independent purpose

Communication should be scheduled to occur at the same time on a daily basis

EXPLANATION:
All communication should have a pre-determined purpose. In addition, all parties involved in the communication should
agree that there is a need for the communication. This is the principle within Service Operation which helps to prevent
confusion and unnecessary communication.

Objective:
General Concepts and Definitions

Sub-Objective:
The role of communication in Service Operation

Source:
Service Operation, Section 3.6, P 29

16.- What is the main purpose of the Service Design stage of the Service Management lifecycle?

Mark for review

To continually align and realign IT services to the changing business needs by identifying and implementing
improvements to IT services that support business processes

To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to
business users and customers

The design of new or changed services for introduction into the live environment

To plan and manage the capacity and resources required to package, build, test and deploy a release into production
and establish the service specified in the customer and stakeholder requirements
EXPLANATION:
The main purpose of the Service Design stage of the lifecycle is the design of new or changed services for introduction
into the live environment. It is important that a holistic approach to all aspects of design is adopted, and that when
changing or amending any of the individual elements of design all other aspects are considered

To continually align and realign IT services to the changing business needs by identifying and implementing
improvements to IT services that support business processes is the main purpose of Continual Service Improvement
(CSI)

To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to
business users and customers is the main purpose of Service Operation

To plan and manage the capacity and resources required to package, build, test and deploy a release into production
and establish the service specified in the customer and stakeholder requirements is a main purpose of Service Transition

Objective:
The Service Lifecycle

Sub-Objective:
Account for the main goals and objectives of Service Design

Source:
Service Design 2.4.1, P 13
Continual Service Improvement 2.4.1, P 14
Service Operation 2.4.1, P 13
Service Transition 2.4.1 P 16

17.- What is a main objective of the Continual Service Improvement (CSI) stage of the Service Management lifecycle?

Mark for review

Provide guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value
for the customer and the service provider

Provide guidance for the development and improvement of capabilities for transitioning new and changed services into
operations

Provide guidance for the design and development of services and service management processes

Provide instrumental guidance in creating and maintaining value for customers through better design, introduction and
operation of services

EXPLANATION:
This volume provides instrumental guidance in creating and maintaining value for customers through better design,
introduction and operation of services. It combines principles, practices and methods from Quality Management,
Change Management and Capability Improvement

Provide guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value
for the customer and the service provider is an objective of Service Operation
Provide guidance for the development and improvement of capabilities for transitioning new and changed services into
operations is an objective of Service Transition

Provide guidance for the design and development of services and service management processes is an objective of
Service Design

Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain the Service Lifecycle

Source:
Service Transition 1.2.3.1, P 6

18.- Which of the following represent questions that should be answered during the “prepare for execution” stage of
the Service Strategy process?

a)Which of our services are most distinctive?

b)Which of our services are most profitable?

c)Which of our customers are most satisfied?

d)Which customers, channels or purchase occasions are most profitable?

Mark for review

a, c, d

a, b, c

b, c, d

All of the above

EXPLANATION:
All of these are considerations during the “prepare for execution” stage of the Service Strategy process. These questions
help to define how a Service Provider is unique and can add value.

Objective:
Processes

Sub-Objective:
Outline the four main activities in the Service Strategy process

Source:
Service Strategy, Section 4.4, P 84

19.- Which of the following would NOT be included in the Definitive Media Library (DML)?
Mark for review

Master copies of approved software

Off the shelf, purchased software

Software licenses

Software in development

EXPLANATION:
The Definitive Media Library (DML) should hold all master copies of software that has passed quality assurance. This
would include purchased software and related licenses and documentation. Software that is still in development should
not be included in the DML.

Objective:
General Concepts and Definitions

Sub-Objective:
Definitive Media Library (DML)

Source:
Service Transition, Section 4.3.4.3, P 69, 70

20.- What question does NOT represent a question that would need to be answered when developing the Continual
Service Improvement Model?

Mark for review

What is the vision?

Where are we now?

Who is our customer?

Did we get there?

XPLANATION:
The examples in this question represent opportunities when developing the Continual Service Improvement (CSI) Model.
CSI should also ask “where do we want to be” and ”how do we get there”.

The question, “who is our customer”, would be a consideration for the Service Strategy process.

Objective:
Key Principals and Models

Sub-Objective:
Explain the Continual Service Improvement Model
Source:
Continual Service Improvement, Section 2.4.4, Figure 2.3, P 15
Service Strategy, Section 3.1.2, P 32

21.- Which statement best describes a Problem?

Mark for review

The interruption of an IT service or reduction in the quality of an IT service

The unknown cause of one or more incidents

The addition, modification or removal of anything that could have an effect on IT services

An occurrence that has an impact on the management of the infrastructure or delivery of a service

EXPLANATION:
A Problem is defined as the unknown cause of one or more Incidents. The lifecycle of all problems is the responsibility of
the Problem Management process which is a sub-process of Service Operation.

The interruption of an IT service or reduction in the quality of an IT service describes an Incident.

The addition, modification or removal of anything that could have an effect on IT services describes a change.

An occurrence that has an impact on the management of the infrastructure or delivery of a service describes an Event.

Objective:
General Concepts and Definitions

Sub-Objective:
Problem

Source:
Service Operation, Section 4.4, P 58, 59
Service Operation, Section 4.1, P 35, 36
Service Operation, Section 4.2, P 46
Service Transition, Section 4.2.4.3, P 46, 47

22.- Which statement best describes a Function?

Mark for review

Closed-loop system

Resources and capabilities

A structured set of activities designed to accomplish a specific objective

Units of organizations specialized to perform certain types of work and be responsible for specific outcomes
EXPLANATION:
The definition of a Function is: Units of organizations specialized to perform certain types of work and responsible for
specific outcomes.

Processes are considered to be closed-loop systems.

Resources and capabilities are assets used to create value for the customer.

A structured set of activities designed to accomplish a specific objective, describes a Process.

Objective:
Service Management as a Practice

Sub-Objective:
Define and distinguish between Functions, Roles and Processes

Source:
Service Design 2.6.2, 6.2.1, P 74, 75

23.- Which process has as a responsibility, to design, implement, measure, manage and improve IT service
availability?

Mark for review

Demand Management

Capacity Management

Configuration Management

Availability Management
EXPLANATION:
The Availability Management process needs to be aware of current requirements and future business plans and service
targets in order to ensure that service availability meets the business requirements.

Demand Management is concerned with the demand for service capacity.

Capacity Management is responsible to ensure that sufficient service capacity is managed and that Infrastructure service
level targets are met in a cost effective way.

Configuration Management uses tools and databases to manage the Service Provider’s IT data.

Objective:
General Concepts and Definitions

Sub-Objective:
Availability

Source:
Service Design, Section 4.4.2, P 98
Service Operation, Glossary, P 229

24.- Which of the following are types of Metrics used for measurement within the Continual Service Improvement
process?

a)Process Metrics

b)Service Metrics

c)Management Metrics

d)Technology Metrics

Mark for review

a, b, c

a, b, d

b, c, d

All of the above

EXPLANATION:
There are three main types of metrics used within Service Management. These include Service Metrics, Technology
Metrics and Process Metrics. Metrics are useful for measuring performance and making improvements as part of the
Continual Service Improvement (CSI) process and other processes.

Objective:
Key Principals and Models

Sub-Objective:
Understand the role of measurement for Continual Service Improvement

Source:
Continual Service Improvement, Section 4.1.2, P 61

25.- Which of the following statements represents Outsourcing?

Mark for review

Formal arrangements between two or more organizations to work together

A number of external organizations working together to provide services

Relocating business functions using formal arrangements

Utilizing the resources of an external organization in a formal arrangement

EXPLANATION:
An outsourcing arrangement is the resources of an external organization in a formal arrangement. The various types of
service delivery strategies include:

In-sourcing
Outsourcing
Co-sourcing
Partnership or Multi-sourcing
Business Process Outsourcing (BPO)
Application Service Provision
Knowledge Process Outsourcing (KPO)

Formal arrangements between two or more organizations to work together, represents a partnership or multi-sourcing.
A number of external organizations working together to provide services, represents co-sourcing.

Relocating business functions using formal arrangements, represents business process outsourcing (BPO)

Objective:
Key Principals and Models

Sub-Objective:
Distinguish between different sourcing approaches and options

Source:
Service Design, Section 3.11.1, Table 3.1, P 50, 51

26.- What Role is responsible for defining the key performance indicators (KPI) for a process?

Mark for review

Service Manager

Process Manager

Process Owner

Service Owner

EXPLANATION:
The Process Owner is responsible for ensuring that processes perform according to agreed levels. This includes defining
key performance indicators (KPI) for the processes.

Objective:
Roles

Sub-Objective:
Account for the role and the responsibilities of the Process owner

Source:
Service Design, Section 6.4.1, P 190
27.- Organizations that seek to benchmark themselves against other organizations and close gaps in capabilities could
do so by adopting what?

Mark for review

Best practices

Common practices

Good practices

Industry practices

EXPLANATION:
Good practices are practices that are accepted industry-wide and have proven to be successful over time. They are
adopted by organizations to help them compete with their peer businesses and improve the organization's
performance.

Best practices are proven activities or processes that have been successfully used by multiple organizations. ITIL is an
example of best practice.

Common practices are practices that are in common use but not necessarily industry wide or industry accepted.

Objective:
Service Management as a Practice

Sub-Objective:
Describe the concept of Good Practice

Source:
Service Strategy, Section 1.2.2, P6

28.- Which statement represents how Event Management adds value to the business?

Mark for review

Helps to identify the root cause of problems

Enhances co-ordination of planned changes

Provides mechanisms for early detection of incidents

Makes it easier for users to report incidents

EXPLANATION:
Event Management adds value to the business by providing mechanisms for early detection of incidents. This often
means that actions can be taken before an actual disruption occurs. Early detection of incidents can lead to cost-savings
and efficient use of resources.

Objective:
Processes

Sub-Objective:
State the objectives, basic concepts and roles for Event Management

Source:
Service Operation, Section 4.1.3, P 36, 37

29.- Which management role is responsible for executing activities, as well as providing service reliability and stability
so the business can meet its objectives?

Mark for review

Facilities Management

IT Operations Management

Service Level Management

Infrastructure Management
EXPLANATION:
The IT Operations Management role is responsible for providing day-to-day support and monitoring as well as making
improvements when they are cost-effective, and to ensure that business requirements are met.

Facilities Management is a component of IT Operations Management which includes managing the physical IT
environment.

Service Level Management is responsible for ensuring that all services are delivered to meet or exceed agreed service
levels.

Objective:
Functions

Sub-Objective:
State the role, objectives and organisational overlap of The IT Operation

Source:
Service Operation, Section 6.4.1, P 126

30.- What does the RACI model represent?

Mark for review

Responsible, Accountable, Consulted, Informed

Reasonable, Actionable, Continual, Infrastructure

Reliable, Accountable, Consulted, Informed

Responsible, Accountable, Consulted, Infrastructure

EXPLANATION:
The RACI model helps to clarify the decision making process within the Service Design stage of the lifecycle. It represents
Responsible (who is responsible?), Accountable (one person per task), Consulted (consulting people or opinions) and
Informed (progress updates).

Objective:
Roles

Sub-Objective:
Recognize the RACI model and explain its role in determining organisational structure

Source:
Service Design, Section 6, P 189

31.- Many benefits of Continual Service Improvement (CSI) are considered intangible. Which of the following
represent intangible benefits of CSI?

1.Increased organizational competency

2.Reduction of redundancy increases business throughput
3.Assured regulatory compliance that will minimize costs and reduce risk
4.Ability to react to change rapidly
5.Integration between people and processes

Mark for review

1, 2, 4, 5

1, 2, 3, 5

2, 3, 4, 5

All of the above

EXPLANATION:
All of the options represent intangible benefits of the Continual Service Improvement process. Minimization of lost
opportunities is an additional benefit of CSI.

Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain what value Continual Service Improvement provides to the Business

Source:
Continual Service Improvement 2.4.5, P 16,17

32.- What term best describes the interruption of an IT service or a reduction in the quality of an IT service?

Mark for review

Event

Alert

Incident

Problem
Question: 32 of 40

What term best describes the interruption of an IT service or a reduction in the quality of an IT service?

INCORRECT

Event

Alert

Incident

Problem

EXPLANATION:
An Incident is defined as the interruption of an IT service or reduction in the quality of an IT service. Incidents are
managed by the Service Operation phase of the service lifecycle which usually implements an Incident management
process.

An Event is an occurrence that has an impact on the management the infrastructure or delivery of a service

An Alert is A warning generated by a monitoring tool indicating that a threshold has been reached

A problem is the unknown cause of one or more Incidents.

Objective:
General Concepts and Definitions

Sub-Objective:
Incident

Source:
Service Operation, Section 4.2, P 46
Service Operation, Section 4.1, P 35. 36
Service Operation, Section 4.4, P 58

33.- The Service Operation process needs to maintain a balance between which of the following?

Mark for review

Stability versus Responsiveness

Availability versus Maintainability

Downtime versus Uptime

Monitoring versus Execution

EXPLANATION:
A challenge for Service Operation is to maintain a balance of Stability versus Responsiveness. The services must be
available as agreed, in a constantly changing business environment. Service Operation needs to be prepared for both
slowly evolving changes and new requirements that can be presented quickly.

Objective:
Key Principals and Models

Sub-Objective:
Summarize the conflicting balances in Service Operation

Source:
Service Operation, Section 3.2.2, P 22

34.- What type of Change usually involves convening the ECAB?

Mark for review

Priority change

Service change

Emergency change

Standard change

EXPLANATION:
An Emergency Change is an unexpected change that is required to solve problems that have a major impact on the
service or the business. In most cases an Emergency Change Advisory Board (ECAB) is defined and becomes part of the
Change Management process to consider whether or not Emergency Changes should be implemented.

A priority change is not a valid change type within the ITIL framework.

A service change is defined as “the addition, modification or removal of authorized, planned or supported service or
service component and its associated documentation”.

A standard change is preauthorized and has predefined procedures for changes that occur on a regular basis.

Objective:
General Concepts and Definitions

Sub-Objective:
Change types (Normal, Standard and Emergency)
Source:
Service Strategy, Section 4.2.6.9, P 60
Service Strategy, Section 4.2.4.5, P 48
Service Transition, Section 4.2.2, P 43,
Service Transition, Section 4.2.6.1, P 50

35.- What two terms represent components of business that can be reduced by providing a Service?

Mark for review

Cost and risk

Input and output

Accountability and responsibility

Resources and capabilities

EXPLANATION:
ITIL describes a service as a means of delivering value to customers by facilitating outcomes customers want to achieve
without the ownership of specific costs and risks

Input and output are elements of a process.

Accountability and responsibility are elements of the RACI model used in the Continual Service Improvement (CSI) stage
of the Service Lifecycle.

Resources and capabilities are used by Service Management to create value in the form of goods and services.

Objective:
Service Management as a Practice

Sub-Objective:
Define and explain the concept of a Service

Source:
Service Design 2.2.1, P 11
Continual Service Improvement 6.2, Table 6.9, P 76
Service Design 2.1, P 11

36.- Which statement best describes a customer based Service Level Agreement?

Mark for review

A formal contract including penalties that will be imposed if service targets are not net by the Service Provider

An agreement with an individual customer group covering all the services they use

Covers one service for all the customers of that service

Covers generic Service Level Management issues appropriate to every customer throughout the organization
EXPLANATION:
A customer based Service Level Agreement focuses on business unit specific service or or specific areas of service. For
example a Service Level Agreement covering a hospital’s inventory control system would be considered a customer
based Service Level Agreement.

A Service Level Agreement is not necessarily a formal contract and there is no requirement for it to contain penalty
clauses for service targets that have not been met.

A service-based SLA covers one service for all the customers of that service.

A multi-level SLA covers generic Service Level Management issues appropriate to every customer throughout the
organization

Objective:
General Concepts and Definitions

Sub-Objective:
Service Level Agreement (SLA)

Source:
Service Design, Section 4.2.5.1, P 67, 68

37.- What stage of the Service Lifecycle establishes an overall strategy for IT services and for IT Service Management
throughout the lifecycle?

Mark for review

Service Design

Service Transition

Service Strategy

Continual Service Improvement

EXPLANATION:
Service Strategy establishes an overall Strategy for IT Services and for IT Service Management and is one of the core
volumes of the ITIL Service Management Lifecycle publications.

Service Design is a stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions
and is the title of one of the Core ITIL publications

Service Transition is a stage in the Lifecycle of an IT Service. Service Design includes a number of Processes and Functions
and is the title of one of the Core ITIL publications

Continual Service Improvement is a stage in the Lifecycle of an IT Service. Service Design includes a number of Processes
and Functions and is the title of one of the Core ITIL publications
Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain the Service Lifecycle

Source:
Service Transition 1.2.3, P 5, 6, Glossary

38.- Which statement does NOT represent a way in which Service Operation can add value to the business?

Mark for review

Includes a formal mechanism to review operational services for design and value

Provides plans for the costs of ongoing management of services

Evaluating the performance and output of all Service Operation processes, functions and outputs over time

The gains achieved through realization of improvements, usually but not always expressed in monetary terms

EXPLANATION:
Achieving gains through improvements is a value added by the Continual Service Improvement stage of the lifecycle.
Service Operation provides value to the business by optimizing Service Operation performance by considering long term
incremental improvement and short term ongoing improvement.

Objective:
The Service Lifecycle

Sub-Objective:
Briefly explain what value Service Operation provides to the business

Source:
Service Operation 2.4.4, P 14
Continual Service Improvement 2.4.5, P 16

39.- Which of the following are reasons for implementing a Risk Management process from a business perspective in
the context of working with suppliers?

a)Profitability

b)Share price

c)Brand image

d)Market share

Mark for review

a, c, d
b, c, d

a, c

All of the above

EXPLANATION:
From a business perspective, in the context of working with suppliers, all of the options provided would be considered
vulnerabilities.

Objective:
General Concepts and Definitions

Sub-Objective:
Risk

Source:
Service Strategy, Section 9.5.3, P 201

40.- Resources and Capabilities are used to produce value in the form of what?

Mark for review

Inputs and Outputs

Goods and Services

Processes and Functions

Service and Strategy

EXPLANATION:
Resources and capabilities are used to create value in the form of goods and services.

Objective:
General Concepts and Definitions

Sub-Objective:
Resources and Capabilities

Source:
Service Strategy 3.2.1, P 38, 39