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| Section | Objectives |
|---|---|
| ITIL Service Lifecycle | - Service Transition - Continual Service Improvement (CSI) - Service Design - Service Strategy - Service Operation |
| Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| Key ITIL Processes and Functions | - Service Desk function - Configuration and Asset Management - Change Management - Incident and Problem Management |
| ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
Question 1
Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement
A. 1-3-2-4
B. 2-3-4-1
C. 3-4-2-1
D. 3-1-2-4
Question 2
The BEST definition of an Incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption or reduction in the quality of an IT Service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
Question 3
Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A. 2, 3 and 4 only
B. 1, 2 and 3 only
C. None of the above
D. 1, 3 and 4 only
Question 4
RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?
A. Consulted
B. Accountable
C. Informed
D. Reliable
Question 5
Which of these would fall outside the scope of a typical service Change Management process?
A. A change to a contract with a supplier
B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
C. A change to a business process that depends on IT Services
D. An urgent need to replace a CPU to restore a service during an incident
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: C |
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