ITIL Sample Paper 4

How many people should be accountable for a process as defined in the RACI model?A. As many as necessary to complete the activityB. Only one - the process ownerC. Two - the process owner and the process enactorD. Only one - the process architect

Which areas of Service Management can benefit from automation?1 Design and Modelling2 Reporting3 Pattern Recognition and Analysis4 Detection and MonitoringA. 1, 2 and 3 onlyB. 1, 3 and 4 onlyC. 2, 3 and 4 onlyD. All of the above

Which of the following do Technology metrics measure?A. ComponentsB. Processes C. The end to end service D. Customer satisfaction

Remediation planning is BEST described in which of the following ways?A. Planning how to recover the cost of a changeB. Planning the steps required to be taken if a Change is unsuccessfulC. Planning how to compensate a user for a failed changeD. Planning how to advise the change requestor of a failed change

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what? A. Service level requests B. Changes and Releases C. Password resetsD. Incidents and Problems

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?A. Continual Service ImprovementB. Service TransitionC. Service DesignD. Service Operation

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?A. Service OperationB. Capacity ManagementC. Service DesignD. Availability Management

In terms of adding value to the business, which of the following describes Service Operation's contribution?A. The cost of the service is designed, predicted and validatedB. Measures for optimization are identifiedC. Service value is modeledD. Service value is actually seen by customers

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?A. Service OperationB. Service TransitionC. Continual Service ImprovementD. Service Strategy

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?1 Risk assessment2 Testing of resilience mechanismsA. None of the aboveB. Both of the aboveC. 1 onlyD. 2 only

Customer perceptions and business outcomes help to define what?A. The value of a serviceB. Customer satisfaction C. Total cost of ownership D. Key performance indicators

Which of these recommendations is good practice for Service Level Management?1 Include legal terminology in Service Level Agreements (SLAs)2 It is NOT necessary to be able to measure all the targets in an SLAA. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the above

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 serviceB. The SLA covers an individual customer group for all services they useC. An SLA that covers all customers for all servicesD. An SLA for a service with no customers

Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?A. Technology, Customer, UserB. Corporate, Customer, ServiceC. Corporate, Customer, TechnologyD. Service, User, IT

In which document would you expect to see an overview of actual service achievements against targets?A. Operational Level Agreement (OLA)B. Capacity PlanC. Service Level Agreement (SLA)D. SLA Monitoring Chart (SLAM)