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Q41. Which of the following is the BEST description of a service-based service level agreement (SLA)? 

A. The SLA covers one service, for all the customers of that service 

B. The SLA covers an individual customer group for all services they use 

C. An SLA that covers all customers for all services 

D. An SLA for a service with no customers 

Answer: A 


Q42. What is the name of the group that should review changes that must be implemented faster than the normal change process? 

A. Technical management 

B. Emergency change advisory board 

C. Urgent change board 

D. Urgent change authority 

Answer: B 


Q43. Which of the following statements MOST correctly identifies the scope of design coordination activities? 

A. Only changes that introduce new services are included 

B. All changes are mandated to be included 

C. Only changes to business critical systems are included 

D. Any changes that would benefit the organization are included 

Answer: D 


Q44. Which of the following are reasons why ITIL is successful? 

1.

 ITIL is vendor neutral 

2.

 It does not prescribe actions 

3.

 ITIL represents best practice 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 

Answer: A 


Q45. Which of these statements about resources and capabilities is CORRECT? 

A. Resources are types of service asset and capabilities are not 

B. Resources and capabilities are both types of service asset 

C. Capabilities are types of service asset and resources are not 

D. Neither capabilities nor resources are types of service asset 

Answer: B 


Q46. Which is the correct definition of a customer facing service? 

A. One which directly supports the business processes of customers 

B. A service that cannot be allowed to fail 

C. One which is not covered by a service level agreement 

D. A service not directly used by the business 

Answer: A 


Q47. Which of the following BEST describes service strategies value to the business? 

A. Allows higher volumes of successful change 

B. Reduction in unplanned costs through optimized handling of service outages 

C. Reduction in the duration and frequency of service outages D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 

Answer: D 


Q48. Which one of the following activities would be performed by access management? 

A. Providing physical security for staff at data centers and other buildings 

B. Managing access to computer rooms and other secure locations 

C. Managing access to the service desk 

D. Managing the rights to use a service or group of services 

Answer: D 


Q49. Which role is responsible for carrying out the activities of a process? 

A. Process owner 

B. Change manager 

C. Service manager 

D. Process practitioner 

Answer: D 


Q50. Service transition contains detailed descriptions of which processes? 

A. Change management, service asset and configuration management, release and deployment management 

B. Change management, capacity management event management, service request management 

C. Service level management, service portfolio management, service asset and configuration management 

D. Service asset and configuration management, release and deployment management, request fulfillment 

Answer: A