1. What are the three types of service according to ITIL specifications?

(Select one or more)

a. Enabling services
b. Enhancing services
c. Core services
d. Mandatory services

2. Which of the following is a reason an organization might want to adopt ITIL best practices?
a. Management of IT services and budgetary control
b. Development of programming techniques
c. Advice on the technical specification of infrastructure
d. Advice on business strategy

3. Which of the following is the correct description of a service?

a. Restores normal operations as soon as possible
b. Investigates the underlying cause of issues
c. Monitors targets according to contractual obligations
d. Delivers value to customers, without ownership of specific costs and risks

4. A customer's perceptions, customer's pre-established preferences, and actual business outcomes all
influence the value of a service.
a. True
b. False

5. Which of these statements describe an IT service provider?

a. A business unit responsible for IT processes
b. A function that provides controls for IT infrastructure
c. A service provider that provides IT services to internal or external customers
d. A third-party service provider delivering components of services

6. A set of specialized organizational capabilities for providing value to customers in the form of
services is called:
a. Core Services
b. Service Management
c. Enabling Services
d. Enhancing Services

7. The generic roles involved within the service lifecycle include: (Select one or more)
a. Process practitioner
b. Service owner
c. Process owner
d. Developerd. Developer

8. According to ITIL, which answer is a correct definition of "process"?

a. Third parties who have responsibility for the supply of goods or services to the company
b. The implementation and management of quality IT services that meet the needs of the
business
c. Providing IT services to internal or external customers
d. A process is a structured set of activities designed to accomplish a specific objective. A
process takes one or more defined inputs and turns them into defined outputs.
9. What are the three service provider types? (Select one or more)
a. External service provider
b. Shared service unit
c. Critical service provider
d. Internal service provider

10. A structured set of activities designed to accomplish a specific objective by taking one or more inputs
and turns them into defined outputs is called:
a. Utility
b. Function
c. Process
d. Capabilities

11. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
a. Service Strategy
b. Service Design
c. Service Transition
d. Service Operation

12. What is the Service Pipeline?

a. All services that are at a conceptual or development stage
b. All services except those that have been retired
c. All complex multi-user services
d. All services that are contained within the Service Level Agreement (SLA)

13. What is the purpose of the Service Strategy lifecycle stage?

a. Create a database of services for the service lifiecycle
b. Identify the processes in use for the service lifecycle
c. Define the objectives for all roles and responsibilities across the service lifecycle
d. Define the strategic approach for service management across the service lifecycle

14. Which one of the following is NOT the responsibility of service catalogue management?
a. Ensuring that information in the service catalogue is consistent with information in the
service portfolio
b. Ensuring that all operational services are recorded in the service catalogue
c. Ensuring that service level agreements are maintained
d. Ensuring that information in the service catalogue is accurate

15. Which statement BEST describes the value of service strategy to the business?
a. It reduces unplanned costs through optimized handling of service outages
b. It allows higher volumes of successful change
c. It enables the service provider to understand what levels of service will make their
customers successful
d. It reduces the duration and frequency of service outages

16. Which is used to assess business demand for services?

a. Patterns of business activity
b. Predicted business architecture
c. Premium business assets
d. Provider business assets
17. What is NOT within the scope of service catalogue management?
a. Interfaces between all services and supporting services
b. Contribution to the definition of services
c. Fulfillment of business service requests
d. Interfaces between the service catalogue and service portfolio

18. Which process analyzes services that are no longer viable and determines when they should be
retired?
a. Service portfolio management
b. Service level management
c. Change management
d. Business relationship management

19. Which of the following types of service should be included in the scope of service portfolio
management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
Select one:
a. All of the above
b. 1 and 3 only
c. c. 2 and 3 only
d. d. 1 and 2 only

20. Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make
their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Support the creation of a portfolio of quantified services
Select one:
a. 1 and 2 only
b. All of the above
c. 2 and 3 only
d. 1 and 3 only

21. Which process lists "Understanding patterns of business activity" as a major role?
a. Service Desk
b. Demand Management
c. Supplier Management
d. Request Fulfillment

22. Which process analyses services that are no longer viable and when they should be retired?
a. Business relationship management
b. Service portfolio management
c. Change management
d. Service level management
23. The MAIN purpose of the Service Portfolio is to describe services in terms of:
a. Service Level Requirements
b. Functionality
c. IT Assets
d. Business Value

24. Which of the following is not a primary concern of Service Strategy?

a. Defining a Release Plan
b. Providing guidance on setting strategy
c. Understanding how to create value for customers
d. Setting policies and objectives

25. How is the Service Catalogue used to add value to the service provider organization?
a. Displaying the relationships between configuration items
b. Providing a central source of information on the IT services delivered
c. Showing the business impact of a change
d. To predict the root cause of issues in the IT infrastructure

26. Which statement about the service portfolio is TRUE?

a. It is an integral part of the service catalogue
b. It allows the organization unlimited resources when planning for new service deployments
c. It represents all resources presently engaged or being released in various stages of the
service lifecycle
d. The service portfolio includes all services except those managed by third parties

27. Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Select one:
a. 3 only
b. 1 and 3 only
c. 1 and 2 only
d. All of the above

28. Understanding customer usage of services and how this varies over the Business Lifecycle is part
of which process?
a. Service Portfolio Management
b. Component Capacity Management
c. Demand Management
d. Service Level Management

29. Which two elements of financial management for IT services are mandatory?
a. Budgeting and charging
b. Budgeting and accounting
c. Costing and charging
d. Accounting and charging
30. In which document would you expect to see an overview of actual service achievements against
targets?
a. Capacity Plan
b. SLA Monitoring Chart (SLAM)
c. Oprational Level Agreement (OLA)
d. Service Level Agreement (SLA)

31. Which formal agreement minimizes the risk of disputes that can occur between an IT service
provider and an external supplier?
a. Serviceability contract
b. Underpinning contract
c. Service level contract
d. Operational contract

32. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
a. IT Designer/Architect
b. Service Catalogue Manager
c. Supplier Manager
d. Process Manager

33. What is the correct definition of Resilience in a service availability context?

a. Resilience is the ability of a third-party supplier to deliver a service according to its
contract
b. Resilience is how long the service can be available without interruptions
c. Resilience means ensuring service availability in case of component failure
d. Resilience is the length of the downtime that results from service failure before
restoring back the service

34. Which Service Design process makes the most use of data supplied by Demand Management?
a. Service Level Management
b. Capacity Management
c. IT Service Continuity Management
d. Service Catalogue Management

35. Defining the processes needed to operate a new service is part of:
a. Service Transition: Plan and prepare for deployment
b. Service Operation: IT Operations Management
c. Service Design: Design the processes
d. Service Strategy: Develop the offerings
36. For which of the following is the Service Catalogue Manager responsible?
1. Ensuring that information within the Service Pipeline is accurate and up to date
2. Ensuring that information in the Service Catalogue is consistent with information in the
Service Pipeline
3. Ensuring that all operational services are recorded in the Service Catalogue
4. Ensuring that the information in the Service Catalogue is accurate and backed up
Select one:
a. All of the above
b. 2, 3, and 4 only
c. 1 and 2 only
d. 3 and 4 only

37. Which of the following is NOT one of the four key elements of Service Design?
a. Processes
b. Partners
c. Price
d. People

38. Service Design Package (SDP) is defined as:

a. The software package that needs to be installed on customer PC to use the service
b. The system used to evaluate the effectiveness and efficiency of provided service
c. One or more documents that describe all aspects of the service and is produced during
the service design stage
d. The service that results from the service design stage

39. Which is one of the five aspects of Service Design?

a. Management information systems and tools
b. Corporate governance and policy
c. Risk analysis and management approach
d. Management policy for business case creation

40. The MAIN objective of Service Level Management is:

a. To ensure that sufficient capacity is provided to deliver the agreed performance of
services
b. To ensure that an agreed level of IT service is provided for all current IT services
c. To create and populate a Service Catalogue
d. To carry out the Service Operations activities needed to support current IT services
41. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management Processes
4. Metrics
Select one:
a. All of the above
b. 1, 2, and 4 only
c. 2 and 3 only
d. 1 only

42. Which process is responsible for reviewing Operational Level Agreements (OLAs) on a regular
basis?
a. Supplier Management
b. Service Level Management
c. Demand Management
d. Service Portfolio Management

43. Availability Management is responsible for availability of the:

a. Services and Components
b. Services and Business Processes
c. Components and Business Processes
d. Services, Components, and Business Processes

44. Which process is responsible for discussing reports with customers showing whether services
have met their targets?
a. Business Relationship Management
b. Availability Management
c. Continual Service Improvement
d. Service Level Management

45. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership
(TCO) of a service can be minimised if all aspects of the service, the processes, and the
technology are considered during development'?
a. Service Strategy
b. Service Design
c. Continual Service Improvement
d. Service Operation

46. What is most likely to cause a loss of faith in the Service Level Management process?
a. Involving customers in drafting Service Level Requirements
b. Inclusion of items in the SLA that cannot be effectively measured
 c. Measurements that match the customer's perception of the service
d. Clear, concise, unambiguous wording in the Service Level Agreements (SLAs)

47. Within Service Design, what is the key output handed over to Service Transition?
a. Measurement, methods, and metrics
b. Process definitions
c. Service Design Package
d. Service Portfolio Design

48. Which of the following is NOT one of the five individual aspects of Service Design?
a. The design of new or changed services
b. The design of the Service Portfolio, including the Service Catalogue
c. The design of the technology architecture and management systems
d. The design of market spaces

49. A condition where services added to a core service to make it more appealing or enticing to the
customer is called:
a. Warranty Services
b. Enabling Services
c. Core Services
d. Enhancing Services

50. A service is a means of delivering value to customers by facilitating outcomes the customers
want to achieve without the ownership of specific costs or risks.
True
False

51. Several benefits of ITIL include: (Select one or more)

a. Improved service availability, directly leading to increased business profits and revenue
b. Improved savings from reduced rework or lost time and from improved resource
management and usage
c. Improved decision-making and reduced risk
d. Improved time to market for new products and services

52. What is the "purpose" of the service strategy phase of the lifecycle?
a. The purpose includes the definition of strategy and governance control for services
b. The purpose is to define a strategy to meet a customer's business outcomes
c. The purpose is to set a strategic approach for service management activities
d. The purpose is to provide a strategy for the service lifecycle and to define the strategic
approach for service management across the whole lifecycle
53. Which of the following statements is correct?
1. All processes should have an owner
2. A process takes one or more inputs and turns them into defined outputs, such as process
reports and reviews
3. All processes' objectives must be defined in measurable terms
4. All processes must have an objective
Select one:
a. All of the above
b. 2 and 4 only
c. 1, 2, and 4
d. 1 and 2 only

54. Which of these statements is/are correct?

1. Internal services are delivered between departments or business units within the same
organization
2. External services are those delivered to an external customer
Select one:
a. 1 only
b. Both
c. Neither
d. 2 only

55. Below are the processes involved in the service design phase, except: (Select one or more)
a. Service validation
b. Design coordination
c. Access management
d. Availability management

56. Which phase of IT Service Management ensures delivery and support of services to customers
and users at agreed upon levels?
a. Service Transition
b. Service Design
c. Service Strategy
d. Service Operation

57. Which of the following are the correct statement? (Select one or more)
a. The phase of managing and fulfilling all activities to provide and support services, in order
to ensure value for the customer and the service provider is called service design
b. The phase where the activity is for improving the effectiveness and efficiency of IT services
to meet the business requirements is the continual service improvement phase
c. Service strategy are the phase of defining the guidelines for creating business value and
achieving and maintaining a strategic advantage
 d. The purpose of service design phase is for designing and developing appropriate IT services

58. In Technical Management, the general activities are including:

a. Researching and developing resolutions
b. Starting training programs
c. All are correct
d. None are correct
e. Designing and carrying out training for users, the service desk, and other groups

59. Desktop support is responsible to connect software components, or integrates them with
distributed or unlike applications and systems, and enables effective data transfer between
applications.
True
False

60. The requirement which specify how the service is to be delivered, what the quality of the output
has to be, and other qualitative aspects that are measured by the user or client is called:
a. Interface requirements
b. Architecture requirements
c. Service level requirements
d. Management requirements
e. Usability requirements

61. What are the three elements of the Service Portfolio?

a. Service Portfolio, Business Service Catalogue, Technical Services Catalogue
b. Service Knowledge Management System, Service Portfolio, Service Lifecycle
c. Chartered, Operational, Retired
d. Service Pipeline, Service Catalogue, Retired Services

62. Which of the following processes contributes MOST to quantifying the financial value of IT
services to the business?
a. Financial management
b. Risk management
c. Service level management
d. Demand management

63. Which document shows a detailed analysis of business impact and benefits?
a. A business case
b. A service level agreement
c. A return on investment
d. Service level requirements
64. Which of the following questions does the guidance in service strategy help to answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we create value for our customers?
Select one :
a. 3 only
b. All of the above
c. 1 only
d. 2 only

65. Which of the following could BEST be described as "A decision support and planning tool that
projects the likely consequences of a business action"?
a. A Request for Change (RFC)
b. A Business Case
c. A Service Improvement Plan (SIP)
d. A Problem Model

66. Which of the following is the BEST description of a Business Case?

a. A decision support and planning tool that projects the likely consequences of a business
action
b. A complaint by the business about a missed service level
c. A portable device designed for the secure storage and transportation of important documents
d. The terms and conditions in an IT outsource contract

67. Which of the following BEST describes service strategies value to the business?
a. Enabling the service provider to have a clear understanding of what levels of service will
make their customers successful
b. Allows higher volumes of successful change
c. Reduction in unplanned costs through optimized handling of service outages
d. Reduction in the duration and frequency of service outages

68. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Select one:
a. Neither of the above
b. 2 only
c. 1 only
d. Both of the above
69. Which of the following is one of the primary objectives of Service Strategy?
Select one:
a. To underscore the importance of services in the global economy
b. To transform Service Management into a strategic asset
c. To design and build processes that will meet business needs
d. To provide detailed specifications for the design of IT services

70. Which of the following statements about the Service Portfolio and Service Catalogue is the
MOST CORRECT?
a. The Service Portfolio has information about all services; the Service Catalogue only has
information about services which are live, or being prepared for deployment
b. Service Catalogue and Service Portfolio are different names for the same thing
c. The Service Catalogue only has information about services that are live, or being prepared for
deployment; the Service Portfolio only has information about services which are being
considered for future development
d. The Service Catalogue has information about all services; the Service Portfolio only has
information about services which are being considered for future development

71. The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?
a. Service Transition
b. Continual Service Improvement
c. Service Design
d. Service Strategy

72. Which process is responsible to provide and maintain accurate information on all services that
are being transitioned or have been transitioned to the live environment?
a. Service portfolio management
b. Service level management
c. Service capacity management
d. Service catalogue management

73. Which service availability concept is concerned with the period in which the service is available
without interruptions?
a. Resilience
b. Reliability
c. Maintainability
d. Serviceability

74. What are the three sub-processes of Capacity Management?

a. Business capacity management, service capacity management, and component capacity
management
 b. Supplier capacity management, service capacity management, and technology capacity
management
c. Supplier capacity management, service capacity management, and component capacity
management
d. Business capacity management, technology capacity management, and component capacity
management

75. Data used to support the capacity management process should be stored in:
a. A capacity database (CDB)
b. A configuration management database (CMDB)
c. A configuration management system (CMS)
d. A capacity management information system (CMIS)

76. Which process contains the Business, Service, and Component sub-processes?
a. Service Level Management
b. Incident Management
c. Capacity Management
d. Financial Management

77. Which of the following is MOST concerned with the design of new or changed services?
a. Change Management
b. Service Transition
c. Service Strategy
d. Service Design

78. Which one of the following is NOT a major CI type?

a. Accommodation
b. Documentation
c. Software
d. Purchase order

79. Reliability is a measure of:

a. How long a service or component can perform its function without failing
b. A measure of how quickly a service or component can be restored to normal working
c. The availability of a service or component
d. The level of risk that could impact a service or process

80. Which is a responsibility of a customer within the Service Level Management process?
a. Supply good or services
b. Measure service availability
c. Negotiate third party contracts
d. Agree service level targets
81. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
a. Only capabilities needed and agreed
b. Only resources and capabilities needed
c. Only requirements needed and agreed
d. Requirements, resources, and capabilities needed and agreed

82. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
a. An agreement that covers one service for all users of that service
b. An agreement with an individual customer group, covering all the services that they use
c. An agreement that covers one service for a single customer
d. An agreement that covers service specific issues in a multi-level SLA structure

83. What is the purpose of "Availability Management" of a service?

a. Collecting customer requirements for the service provided to the customer
b. The manager position's requirements of the team that provide a service
c. The purpose of Availability Management is to take the necessary actions that assist a
service provider in delivering service availability requirements according to the SLA
d. Availability Management is not tied to a service

84. A customer-based Service Level Agreement structure includes:

a. An SLA for each service type, covering all those customer groups that use that service
b. An SLA covering all customer groups and all the services they use
c. SLAs for each service that are customer-focused and written in business language
d. An SLA with each individual customer group, covering all of the services they use

85. A Service Level Agreement (SLA) is:

a. An agreement between the Service Provider and their customer
b. An agreement between the Service Provider and an internal organization
c. An agreement between a Service Provider and an external supplier
d. The part of a contract that specifies responsibilities of each party

86. Which is the CORRECT list for the three levels of a multi level Service Level Agreement (SLA)?
a. Service, User, IT
b. Corporate, Customer, Technology
c. Technology, Customer, User
d. Corporate, Customer, Service

87. Which is an outcome of Service Design?

a. User training and awareness for the service is maximized
b. Expectations setting of all stakeholders for the services improved
c. Services and operational quality are enhanced
 d. Standard services are provided quickly and efficiently across the business

88. What is the MAIN purpose of Availability Management?

a. To guarantee availability levels for services and components
b. To ensure that all targets in the Service Level Agreements (SLAs) are met
c. To ensure that service availability meets the agreed needs of the business
d. To monitor and report availability of components

89. Which one of the following is a team member responsible for managing the day-to-day
implementation of a process?
a. Process manager
b. Service owner
c. Service catalog
d. Process owner

90. Which ITIL service lifecycle publication is concerned with setting the strategic approach for
service management activities?
a. Service design
b. Service strategy
c. Service transition
d. Service operation

91. How many service provider types does ITIL identify?

a. 4
b. 3
c. 2
d. 1

92. The term "warranty" refers to:

a. The availability of service when needed
b. All statements are correct
c. Able to provide reliability in terms of continuity and security
d. Ability to provide required capacity

93. What is the RACI model used for?

a. Defining requirements for a new service or process
b. Analysing the business impact of an incident
c. Documenting the roles and responsibilities of stakeholders in a process or activity
d. Creating a balanced scorecard showing the overall status of service management

94. Services are a means of delivering value to customers by facilitating the outcomes customers
want to achieve without the ownership of specific costs and risks. Which entity owns the risks?
 a. The customer
b. The service provider
c. The service desk function
d. The IT organization

95. The RACI model is one of many useful models in achieving highly performance organizations.
The RACI model consist of: (Select one or more)
a. Accountable
b. Integrated
c. Responsible
d. Consulted

96. What are the two components of ITIL V3?

a. The five core books and the complementary publications
b. The itSMF and the complementary publications
c. The complementary publications and ITIL Live
d. The five core books and the itSMF

97. Which role should ensure that process documentation is current and available?
a. The service owner
b. The process owner
c. Knowledge management
d. The chief information officer

98. Which of the following are types of customer that exist according to ITIL? (Select one or more)
a. Internal customer
b. VIP customer
c. External customer
d. Remote customer

99. Which of the following is the correct description of "utility"?

a. A customer or organization doing business with an electrical or water-services company
b. The attributes of the service that have a positive effect on the performance of activities,
objects, and tasks associated with desired outcomes
c. An assurance of certain levels of availability, capacity, continuity, and security
d. The service is fit for use

100. Processes comprise groups of activities executed for a specific goal and has several
characteristics: (Select one or more)
a. Users
b. Measurability
c. Responsiveness to specific triggers
 d. Specific results

101. Warranty is an assurance that a product or service will meet its agreed requirements and can be
summarized as "fit for purpose".
True
False

102. Which function would provide staff to monitor events in an Operations Bridge?
a. Service Desk
b. Applications Management
c. IT Operations Management
d. Technical Management

103. Which of the following is NOT a Service Desk type recognised in the Service Operation
volume of ITIL?
a. Local
b. Virtual
c. Holistic
d. Centralised

104. A number of service desk which is installed in single location and by using technology it
connects a number of geographic or structural locations is called:
a. Centralized Service Desk
b. Virtual Service Desk
c. None of the above
d. 24/7 Service Desk
e. Local Service Desk

105. Several advantages of Service Desk are below, except:

a. Improved infrastructure management and control
b. Increased the organizational profit
c. Improving the value chain between company and customers
d. More meaningful management information for decision support
e. Improved cooperation and communication

106. Which of the following BEST describes Technical Management?

a. A function that includes the groups, departments, or teams that provide technical expertise
and overall management of the IT infrastructure
b. A function responsible for Facilities Management and building control systems
c. A function that provides hardware repair services for technology involved in the delivery of
service to customers
d. Senior managers responsible for all staff within the technical support function
107. Which of the following is NOT an objective of the Operations Management function?
a. Delivering operational improvements to achieve reduced costs
b. Management of the definitive media library (DML)
c. Maintenance of status quo to achieve stability of day to day processes and activities
d. Swift application of skills to diagnose any IT operations failures that occur

108. The optimization phase in software development life cycle has several activities, which
is include: (select one or more)
a. Gets the application and the operational model ready for deployment
b. Possible improvements are discussed and necessary developments are initiated
c. Design of the application and the environment or the operational model in which the
application is run
d. Reviews and analyzes the results of the service level performance metrics
e. Involve maintaining and iteratively improving service levels at lower costs

109. Below are the metrics utilized as the "hard metric" on Service Desk, except: (Select one
or more)
a. Percentage of client and user updates which are executed within the target values
b. Overall time length to handle an incident
c. Cost and benefits of handling an incident
d. Average time to resolve and escalate an incident
e. Average time to evaluate and close out a resolved incident

110. Which functions are included in IT Operations Management?

a. Network Management and Application Management
b. IT Operations Control and Facilities Management
c. Facilities Management and Release Management
d. Technical Management and Change Management

111. Which of the following are managed by Facilities Management?

1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
Select one:
a. 1, 3, and 4 only
b. 1 and 3 only
c. 1, 2, and 3 only
d. All of the above
112. In Technical Management, the defining and maintaining knowledge on how systems are
related and ensuring that dependencies are understood are hold by this role:
a. Technical managers
b. Team leaders
c. Technical operators
d. Technical architects
e. Application manager

113. Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management
Select one:
a. 2 only
b. 3 and 4 only
c. All of the above
d. 2 and 4 only

114. The organizational structure of a local service desk usually has several function, include:
(Select one or more)
a. Software Management
b. Operational Management
c. Request Fulfillment
d. Application Management
e. Technical Management

115. Several metrics used for Application Management are below, except: (Select one or
more)
a. Technological performance
b. Measuring agreed-upon outputs
c. Performance of application
d. Measuring maintenance activities
e. Process values

116. The application development and management do have different focus. It can be seen
in its activities where application management focus more on: (Select one or more)
a. Application infrastructure supporting specifications
b. Application operational
c. Application infrastructure development
d. Application specifications
e. Application build and testing
117. Which of the following is the BEST description of a centralised Service Desk?
a. The desk uses technology and other support tools to give the impression that multiple desk
locations are in one place
b. There is a single desk in one location serving the whole organization
c. The desk is co-located within or physically close to the user community it serves
d. The desk provides 24 hour global support

118. Who are enablers for service management best practices?

a. Customers
b. Legal Authorities
c. Employees
d. Technologies

119. There are several stakeholders in service management, except:

a. Internal Customers
b. Suppliers
c. Customers
d. External Customers

120. The benefits of IT Service Management to the IT Organization are below:

a. All are true statements
b. Managing service quality, availability, and reliability, and service cost is improved
c. The provision of IT services becomes more customer-focused and agreements about service
quality improve the relationship
d. All are wrong statements

121. Important functions that are required in design, testing, deployment, and improvement
of IT services:
a. Customer service
b. Service desk
c. Application management
d. IT operations management

122. Model security level yang mempertimbangkan empat prinsip keamanan informasi dan
sistem informasi berupa Confidentiality, Availability, Integrity, dan Accountability adalah ____
a. Multilevel
b. Multilateral
c. Accountability
d. Semuanya Benar
e. Lattice

123. Kebijakan kontrol akses yang memberlakukan kondisi keamanan universal yang berlaku
untuk semua pengguna, sistem informasi, dan sumber daya informasi adalah ____
a. Role-Based Access Control (RBAC)
b. Tidak ada jawaban
 c. Access Control Matrix (ACM)
d. Mandatory Access Control (MAC)
e. Discretionary Access Control (DAC)

124. Berikut ini merupakan aturan-aturan dari model keamanan "Multilevel", kecuali ____
a. Objek dengan level yang rendah tidak boleh ditulis oleh Subjek yang levelnya lebih tinggi
darinya
b. Subjek dengan level yang tinggi boleh membaca Objek yang levelnya lebih rendah dari darinya
c. Subjek dengan level yang tinggi tidak boleh membaca Objek yang levelnya lebihrendah dari
darinya
d. Subjek dengan level yang rendah tidak boleh membaca Objek yang levelnya lebih tingi darinya
e. Objek dengan level yang lebih tinggi boleh ditulis oleh Subjek yang levelnya lebih rendah
darinya

125. Pengendalian teknis yang memperingatkan organisasi tentang kesalahan, pelanggaran

keamanan atau upaya yang dilakukan untuk melanggar keamanan sumber informasi adalah
____
a. Support Technical Controls
b. Detective Technical Controls
c. Preventive Technical Controls
d. Corrective Technical Controls
e. Recovery Technical Controls

126. Berikut ini merupakan bagian dari konsep keamanan TI, kecuali ___
a. Detection
b. Retention
c. Deterrence
d. Recovery
e. Reaction

127. Interruption "Server Crash" merupakan bagian dari ____

a. Software Interruption
b. Data Interruption
c. Staff Interruption
d. Hardware Interruption
e. Semuanya Benar

128. Model "Biba" merupakan contoh dari Security Level model ____
a. Multilateral
b. Accountability
c. Lattice
d. Multilevel
 e. Safety

129. Which of the following questions does Service Strategy help answer with its guidance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)?
a. 1 only
b. 2 only
c. All of the above
d. 3 only

130. What is the PRIMARY process for strategic communication with the service provider's
customers?
a. Service catalogue management
b. Service portfolio management
c. Service desk
d. Business relationship management

131. Which statement about Business Cases is TRUE?

a. Business cases should focus on both the financial and non-financial impacts of the proposed
project or service
b. Business cases should only focus on the financial impacts of the proposed project to secure
support and funding
c. Business cases should only focus on how the proposed project can lower costs and improve
customer satisfaction, listing measures, and targets
d. Business cases should only focus on the non-financial business impacts of the proposed
project to secure proper highlevel management support

132. Why is it important for service providers to understand patterns of business activity
(PBA)?
a. Understanding PBA is the only way to enable accurate service level reporting
b. IT service providers CANNOT schedule changes until they understand PBA
c. Demand for the services delivered by service providers are directly influenced by PBA
d. PBA are based on organizational roles and responsibilities

133. Which process would seek to understand levels of customer satisfaction and
communicate what action plans have been put in place to deal with dissatisfaction?
a. Service catalogue management
b. Business relationship management
c. Availability management
d. Capacity management
134. What processes represent the scope of financial management for IT services?
a. Budgeting, accounting, and charging
b. Budgeting, costing, and charging
c. Charging, accounting, and billing
d. Cost models and invoicing

135. According to the RACI model, the owner of a task who ensures meeting the required
standard is considered which of the following?
a. Informed
b. Responsible
c. Consulted
d. Accountable

136. Which of these is not a characteristic of a process?

a. Responds to a trigger
b. Is measurable
c. Delivers a specific result
d. Delivers functions

137. Which of the following is not a recognized source of IT best practices according to ITIL?
a. Training
b. Industry standards
c. Proprietary knowledge
d. Auditors

138. The function is responsible for daily operational activities.

a. True
b. False

139. Maintaining a local service desk needs certain resources that need to be fulfilled by an
organization for several reasons, include: (Select one or more)
a. Various geographical region area
b. Linguistic, cultural, and political differences
c. Status of the users
d. Specialized group of users
e. Different needs of customers

140. Which of the following are Service Desk organizational structures?

1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
 Select one:
a. 1, 2, and 4 only
b. 2, 3, and 4 only
c. 1, 3, and 4 only
d. 1, 2, and 3 only

141. Support the business process of the organization by determining functional and
management requirements for application and assist in design and implementation of the
application, also to support and improve them is the objective of: (Select one or more)
a. Application management
b. Organizational management
c. Service desk management
d. Functional management
e. Technical management

142. Which of these is NOT a responsibility of Application Management?

a. Assisting in the design of the application
b. Providing guidance to IT operations about how best to manage the application
c. Ensuring that the correct skills are available to manage the infrastructure
d. Deciding whether to buy or build an application

143. Which process is primarily supported by the analysis of Patterns of Business Activity
(PBA)?
a. Service Level Management
b. Availability Management
c. Financial Management
d. Demand Management

144. Which one of the following statements is NOT FALSE?

a. Staff costs are capital costs because of their high value
b. Cost centres are used to measure ROCE (Return on Capital Employed)
c. Direct costs can be allocated to a single customer, service, or activity
d. Depreciation is used to calculate how maintenance can be offset against tax

145. Which one of the following generates demand for services?

a. Infrastructure trends
b. Cost of providing support
c. Service level agreements (SLA)
d. Patterns of business activity (PBA)
146. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
Select one:
a. The service portfolio
b. A configuration management database (CMDB)
c. The service knowledge management system (SKMS)
d. The forward schedule of change

147. Which process would be used to compare the value that newer services have offered
over those they have replaced?
a. Service portfolio management
b. Capacity management
c. Availability management
d. Service catalogue management

148. Which of the following statements is incorrect about patterns of demand generated by
the customer's business?
a. Understanding patterns of business activity is unimportant
b. Demand can be influenced by charging different rates at different times
c. They are driven by patterns of business activity
d. They are delivered to the Capacity Management process so the capacity to deliver services at
the agreed levels can be ensured

149. Which of the following is an objective of business relationship management?

a. To secure funding to manage the provision of services
b. To ensure high levels of customer satisfaction
c. To identify patterns of business activity
d. To ensure strategic plans for IT services exist

150. Which of the below is NOT a value from service design?

a. Pressure on the customer to pay for the IT service
b. Reliable and effective service that meets the customer requirement by ensuring that the
warranty aspects of the service are included during the design stages
c. Lower total cost of ownership across the lifetime of the service
d. Consider the most effective way of enabling the transition from design to live

151. Which of these best describes the purpose of Capacity Management?

a. To ensure that business demands are affordable and achievable
b. To reduce costs and performance levels to a minimum
 c. To ensure that there is always sufficient capacity available to meet all customer demands
d. To provide cost-effective IT capacity to meet agreed service levels

152. What BEST describes the value of Service Design to the business?
a. It reduces Total Cost of Ownership (TCO) of services
b. It provides quick and effective access to standard services
c. It improves the control of service assets and configurations
d. It supports the creation of a portfolio of quantified services

153. Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities to ensure that services continue to meet or exceed their availability
goals
Select one:
a. 1 and 3 only
b. 1 only
c. 1 and 2 only
d. All of the above

154. Which processes review Underpinning Contracts on a regular basis?

a. Supplier Management, Demand Management, and Service Level Management
b. Demand Management and Service Level Management
c. Supplier Management and Demand Management
d. Supplier Management and Service Level Management

155. Contracts are used to define:

a. Service levels that have been agreed between the Service Provider and their customer
b. Metrics and Critical Success Factors (CSFs) in an external agreement
c. The provision of goods and services by suppliers
d. The provision of IT services or business services by a Service Provider

156. Which stage of the service lifecycle identifies, defines, and aligns the IT solution with the
business requirements?
a. Service Configuration
b. Service Design
c. Service Operation
d. Service Transition
157. To enable a new Service Desk management tool to be implemented, the capacity of the
servers has to be extended. Who is responsible for managing the request for additional
capacity?
a. Financial Manager
b. Capacity Manager
c. Service Level Manager
d. Change Manager

158. Several roles of Service Desk, include:

a. Service desk supervisor
b. Service desk analysts
c. All are correct
d. None are correct
e. Service desk manager

159. Which of the following is NOT an objective of the Operations Management function?
a. Swift application of skills to diagnose any IT operations failures that occur
b. Regular scrutiny and improvements to achieve improved service at reduced costs
c. First line incident investigation and diagnosis logged by users
d. Maintenance of status quo to achieve stability of day to day processes and activities

160. The database administration is to ensure optimal database performance, security, and
functionality.
a. True
b. False

161. The activities involved and known as generic activities in Application Management are
described as below:
a. Defining the event management standards
b. Defining, managing, and maintaining attributes and relations of application Configuration
Items (CI) in the configuration management system
c. Identifying the knowledge needed to manage and operate applications in the service
operation phase
d. Testing, designing and executing the functionality, performance, and controllability of IT
services
e. Defining strategy for designing new architectures and determining application architectures
during service strategy processes

162. Several responsibilities hold by desktop support in technical management are including:
a. Support of connectivity problems
b. Desktop policies and procedures
c. Desktop maintenance
 d. Desktop evaluation
e. Desktop development

163. Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make
their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Reduction in the duration and frequency of service outages
Select one:
a. All of the above
b. 1 and 3 only
c. 2 and 3 only
d. 1 and 2 only

164. Which process is responsible for recording the current details, status, interfaces, and
dependencies of all services that are being run or being prepared to run in the live
environment?
a. Service transition
b. Service catalogue management
c. Demand management
d. Service level management
165. The result of carrying out and activity , following a process, or delivering an IT service ,
what is this?
a. An outcome
b. A Work Instruction
c. A procedure
d. An Input
166. What does a service provide to the customer?
a. value
b. capabilities
c. warranty
d. resources
167. Which one of the following is NOT a stage of the servie lifecycle?
a. service optimization
b. service transition
c. Service strategy
d. service design
168. Any resoruces or capability used by a service provider to deliver services to a customer
is called
a. inputs
b. services asset
 c. skill
d. functions
169. Accoding to the “process model “ what are the three distinct sections that interact with
each other to produce process output?
a. process owner
b. process control
c. process
d. process enablers
170. Which of these is not recognized type of service according to ITIl?
a. enabiling service
b. enchancing service
c. supplier service
d. core service
171. What is an IT services made up of?
a. A combination of best practices inputs and outcomes
b. a combination of best practices information technology and outcomes
c. a combination of information techonology, people, and processes
d. a combination of inputs controls and outcomes
172. Which of the following activities are performed by a service desk?
1) Logging details of incidents and service request
2) Providing first-time investigation and diagnosis
3) Restoring service
4) Implementing all standard changes

Select one:

a. 1, 2 and 3
b. All of the above
c. 3 and 4
d. 2 and 4
173. Below are the objectives of the IT operations Management, except:
a. Assist in planning, implementation, and maintenance of a stable technocal infrastructure to
support the organizations business process
b. Mantaining the existing situation to achive stability in the processes and activities of the
organization
c. To restore the “normal service” for users as soon as possible
d. Continual reseach and improvement to achive better service at lower cost while manitaining
stability
e. Rapid application of operational skills to analyze operational failures and to resolve them

174. Which role or function is responsible for monitoring activities and events in the IT
infrastructure?
a. Capacity management
b. Service level management
 c. Incident management
d. IT operations management
175. The requirement where the focus is on edentify the needs of the user and how they can
be satisfied is called:
a. Archiecture requirement
b. Usability requirement
c. Interfaca requirement
d. Functional requirement
e. Management requirement
176. Which of the following should be available to the service desk?
1) Known error data
2) Change schedules
3) Service knowledge management system
4) The output from monitoring tools
Select one
a. 1, 2, and 4
b. All of the above
c. 2, 3, and 4
d. 1, 2, and 3
177. Which fnction would provide staff to monitor events in a network opeations centre?
a. Technical management
b. Applications management
c. Service desk
d. IT operations management
178. Using centralized service desk, it will result in less expensive and more efficient, because
fewer associates can deal with the service events(calss), while the level of knowledge of the
service deesk is bound to increase.
a. True
b. False
179. There are several roles that need to be performed by service desk manager:
Select one or more:
a. Acts as escalation point for supervisors
b. Represents the change advisory board
c. Overall responsibility for processing incidents and service request
d. Report to senior managers about any issse that could significantly impact the
business
e. Takes on wider customer service role
180. The database administration ensure that data must be stored for a specific time and
must be made available as an offline archive when no longer required on daily basis. It also
determined the policy about where data must be stores, for how long, and who can access the
data: Select one:
a. True
b. False