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Q91. What is a RACI model used for? 

A. Performance analysis 

B. Recording configuration items 

C. Monitoring services 

D. Defining roles and responsibilities 

Answer: D 


Q92. Which one of the following is the BEST description of a relationship in service asset and configuration management? 

A. Describes the topography of the hardware 

B. Describes how the configuration items (CIs) work together to deliver the services 

C. Defines which software should be installed on a particular piece of hardware 

D. Defines how version numbers should be used in a release 

Answer: B 


Q93. Which of the following statements MOST correctly identifies the scope of design coordination activities? 

A. Only changes that introduce new services 

B. It is mandatory that all changes are subject to design coordination activity 

C. Only changes to business critical systems 

D. Any change that the organization believes could benefit 

Answer: D 


Q94. Which of the following are valid parts of the service portfolio? 

1.

 Service pipeline 

2.

 Service knowledge management system (SKMS) 

3.

 Service catalogue 

A. 1 and 2 only 

B. 3 only 

C. 1 and 3 only 

D. All of the above 

Answer: C 


Q95. Which of the following BEST describes technical management? 

A. A function responsibilities for facilities management and building control systems 

B. A function that provides hardware repair services for technology involved in the delivery of service to customers 

C. Senior managers responsibilities for all staff within the technical support function 

D. A function that includes providing technical expertise and overall management of the IT infrastructure 

Answer: D 


Q96. What are the categories of event described in the ITIL service operation book? 

A. Informational, scheduled, normal 

B. Scheduled, unscheduled, emergency 

C. Informational, warning, exception 

D. Warning, reactive, proactive 

Answer: C 


Q97. Availability management is directly responsible for the availability of which of the following? 

A. IT services and components 

B. IT services and business processes 

C. Components and business processes 

D. IT services, components and business processes 

Answer: A 


Q98. Which one of the following is the CORRECT set of steps for the continual service improvement approach? 

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve 

B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? 

C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution 

D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? 

Answer: D 


Q99. Which one of the following is NOT a valid purpose or objective of problem management? 

A. To prevent problems and resultant incidents 

B. To manage problems throughout their lifecycle 

C. To restore service to a user 

D. To eliminate recurring incidents 

Answer: C 


Q100. At which stage of the service lifecycle should the processes necessary to operate a new service be defined? 

A. Service design: Design the processes 

B. Service strategy: Develop the offerings 

C. Service transition: Plan and prepare for deployment 

D. Service operation: IT operations management 

Answer: A