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EX0-117.tes
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{
"name": "ITIL Foundation (syllabus 2011)",
"passingScore": 700,
"number": "EX0-117",
"version": "16.5",
"timeLimit": 120,
"date": "2015-03-10T00:00:00+00:00",
"url": "",
"scorePerQuestion": 1,
"description": "[No description given]",
"scopes": [
{
"name": "Default",
"questions": 40,
"scorePerQuestion": 1.0,
"passCount": 26,
"passScore": 0,
"timeLimit": 60
}
],
"questions": [
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"1, 2 and 3 only",
"1 and 2 only",
"1, 2 and 4 only",
"All of the above"
],
"question": "Which of the following are objectives of service level management?\r\n\r\n1: Defining, documenting and agreeing the level of FT services to be provided\r\n2: Monitoring, measuring and reporting the actual level of services provided\r\n3: Monitoring and improving customer satisfaction\r\n4: Identifying possible future markets that the service provider could operate in",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"Outcome",
"Incident",
"Change",
"Problem"
],
"question": "What is the result of carrying out an activity, following a process or delivering an IT service known as?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Be accountable for the outcome of an activity",
"Perform an activity",
"Be kept up-to-date on the progress of an activity",
"Manage an activity"
],
"question": "A process owner has been identified with an \"I\" in a RACI matrix. Which one of the following would be\r\nexpected of them?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"Components",
"Processes",
"The end-to-end service",
"Customer satisfaction"
],
"question": "Which one of the following do technology metrics measure?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"Capacity management",
"Incident management",
"Service level management",
"Financial management"
],
"question": "Which process includes business, service and component sub-processes?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"Designing and maintaining all necessary service transition packages",
"Producing quality, secure and resilient designs for new or improved services",
"Taking service strategies and ensuring they are reflected in the service design processes and the service\r\n\r\n designs that are produced",
"Measuring the effectiveness and efficiency of service design and the supporting processes"
],
"question": "Which one of the following is NOT part of the service design stage of the service lifecycle?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Change management",
"Service portfolio management",
"Supplier management",
"Continual service improvement"
],
"question": "Which process is responsible for managing relationships with vendors?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"1, 2 and 4 only",
"2, 3 and 4 only",
"1, 3 and 4 only",
"1, 2 and 3 only"
],
"question": "Which of the following service desk organizational structures are described in service operation?\r\n\r\n1. Local service desk\r\n2. Virtual service desk\r\n3. IT help desk\r\n4. Follow the sun",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Informational, scheduled, normal",
"Scheduled, unscheduled, emergency",
"Informational, warning, exception",
"Warning, reactive, proactive"
],
"question": "What are the categories of event described in the ITIL service operation book?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Employers",
"Stakeholders",
"Regulators",
"Accreditors"
],
"question": "What would you call the groups of people who have an interest in the activities, targets, resources and\r\ndeliverables from service management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"1 and 2 only",
"2 and 3 only",
"1 and 3 only",
"All of the above"
],
"question": "Which of the following are the MAIN objectives of incident management?\r\n1. To automatically detect service-affecting events\r\n2. To restore normal service operation as quickly as possible\r\n3. To minimize adverse impacts on business operations",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Technical management",
"Emergency change advisory board",
"Urgent change board",
"Urgent change authority"
],
"question": "What is the name of the group that should review changes that must be implemented faster than the normal\r\nchange process?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"To ensure that a service can be operated, managed and supported",
"To provide training and certification in project management",
"To provide quality knowledge and information about services and service assets",
"To plan and manage the capacity and resource requirements to manage a release"
],
"question": "Which of the following is NOT an objective of service transition?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"1 and 3 only",
"All of the above",
"1 and 2 only",
"2 and 3 only"
],
"question": "Which of the following types of service should be included in the scope of service portfolio management?\r\n1. Those planned to be delivered\r\n2. Those being delivered\r\n3. Those that have been withdrawn from service",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"An unplanned disruption of service unless there is a backup to that service",
"An unplanned interruption to service or a reduction in the quality of service",
"Any disruption to service whether planned or unplanned",
"Any disruption to service that is reported to the service desk, regardless of whether the service is impacted\r\n\r\n or not"
],
"question": "The BEST description of an incident is:",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Devise a strategy; Design the solution;\r\n Transition into production;\r\n Operate the solution;\r\n Continually improve",
"Where do we want to be?;\r\n How do we get there?;\r\n How do we check we arrived?;\r\n How do we keep the momentum going?",
"Identify the required business outcomes;\r\n Plan how to achieve the outcomes;\r\n Implement the plan;\r\n Check the plan has been properly implemented;\r\n Improve the solution",
"What is the vision?; Where are we now?;\r\n Where do we want to be?;\r\n How do we get there?;\r\n Did we get there?;\r\n How do we keep the momentum going?"
],
"question": "Which one of the following is the CORRECT set of steps for the continual service improvement approach?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"2 only",
"1 only",
"Neither of the above",
"Both of the above"
],
"question": "When can a known error record be raised?\r\n1. At any time it would be useful to do so\r\n2. After a workaround has been found",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"The change authorization board",
"The change advisory board",
"The change implementer",
"The change manager"
],
"question": "What body exists to support the authorization of changes and to assist change management in the assessment\r\nand prioritization of changes?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Continual service improvement",
"Change management",
"Service level management",
"Availability management"
],
"question": "Which process is responsible for discussing reports with customers showing whether services have met their\r\ntargets?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"The value of a service",
"Governance",
"Total cost of ownership (TCO)",
"Key performance indicators (KPIs)\r\n\r\nExam B"
],
"question": "What do customer perceptions and business outcomes help to define?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Personnel, electronic, network, emergency, identity",
"Rights, access, identity, directory services, service/service components",
"Physical, personnel, network, emergency, service",
"Normal, temporary, emergency, personal, group"
],
"question": "Which of the following are basic concepts used in access management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Resources are types of service asset and capabilities are not",
"Resources and capabilities are both types of service asset",
"Capabilities are types of service asset and resources are not",
"Neither capabilities nor resources are types of service asset"
],
"question": "Which of these statements about resources and capabilities is CORRECT?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Measurement, methods and metrics",
"Service design package",
"Service portfolio design",
"Process definitions"
],
"question": "Within service design, what is the key output handed over to service transition?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Applications",
"Infrastructure",
"Value",
"Resources"
],
"question": "What should a service always deliver to customers?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Service catalogue management",
"Service asset and configuration management",
"Change management",
"Information security management"
],
"question": "Which process is responsible for the availability, confidentiality and integrity of data?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"IT services and components",
"IT services and business processes",
"Components and business processes",
"IT services, components and business processes"
],
"question": "Availability management is directly responsible for the availability of which of the following?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Job descriptions",
"Functions",
"Teams",
"Roles, people or groups"
],
"question": "Consider the following list:\r\n1. Change authority\r\n2. Change manager\r\n3. Change advisory board (CAB)\r\nWhich one of the following is the BEST description of the items above?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"Notifying more senior levels of management about an incident",
"Passing an incident to people with a greater level of technical skill",
"Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction",
"Failing to meet the incident resolution times specified in a service level agreement"
],
"question": "Hierarchic escalation is BEST described as?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Technical management",
"Service desk",
"Application management",
"Facilities management"
],
"question": "Which one of the following functions would be responsible for the management of a data centre?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"RACI model",
"Incident model",
"Continual service improvement (CSI) approach",
"The Deming Cycle"
],
"question": "Which one of the following would be the MOST useful in helping to define roles and responsibilities in an\r\norganizational structure?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Service level management",
"Problem management",
"Change management",
"Event management"
],
"question": "Which process will regularly analyse incident data to identify discernible trends?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"One which directly supports the business processes of customers",
"A service that cannot be allowed to fail",
"One which is not covered by a service level agreement",
"A service not directly used by the business"
],
"question": "Which is the correct definition of a customer facing service?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"A set of specialized organizational capabilities for providing value to customers in the form of services",
"A group of interacting, interrelated, or independent components that form a unified whole, operating\r\n\r\n together for a common purpose",
"The management of functions within an organization to perform certain activities",
"Units of organizations with roles to perform certain activities"
],
"question": "Which one of the following is the BEST definition of the term service management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"To prevent problems and their resultant Incidents",
"To manage problems throughout their lifecycle",
"To restore service to a user",
"To eliminate recurring incidents"
],
"question": "Which of the following is NOT a valid objective of problem management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Negotiating and agreeing service level agreement",
"Negotiating and agreeing operational level agreements",
"Ensuring that the service catalogue is made available to those approved to access it",
"Only ensuring that adequate technical resources are available"
],
"question": "Which one of the following is an objective of service catalogue management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"To build, test and deliver the capability to provide the services specified by service design",
"To ensure that each release package specified by service design consists of a set of related assets and\r\n\r\n service components",
"To ensure that all changes can be tracked, tested and verified if appropriate",
"To record and manage deviations, risks and issues related to the new or changed service"
],
"question": "Which of the following statements BEST describes the aims of release and deployment management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Implementing service and process improvements",
"Reviewing measurements and metrics",
"Creating a baseline",
"Defining measurable targets"
],
"question": "Which one of the following activities are carried out during the \"Where do we want to be?\" step of the continual\r\nservice improvement (CSI) approach?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Definitive media library (DML)",
"Configuration management system (CMS)",
"Statement of requirements (SOR)",
"Standard operating procedures (SOP)"
],
"question": "Which one of the following can help determine the level of impact of a problem?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Training in risk management for all staff and identification of risks",
"Identification of risk, analysis and management of the exposure to risk",
"Control of exposure to risk and investment of capital",
"Training of all staff and investment of capital"
],
"question": "The effective management of risk requires specific types of action. Which of the following pairs of actions\r\nwould be BEST to manage risk?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Standards",
"Technology",
"Academic research",
"Internal experience\r\n\r\nExam C"
],
"question": "Which of the following is an enabler of best practice?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"Profit",
"Preparation",
"Products",
"Potential"
],
"question": "Service design emphasizes the importance of the \"Four Ps\". These \"Four Ps\" include Partners, People,\r\nProcesses and one other \"P\". Which of the following is the additional \"P\"?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"The design of the service portfolio, including the service catalogue",
"The design of new or changed services",
"The design of market spaces",
"The design of the technology architectures"
],
"question": "Which of the following is NOT one of the five individual aspects of service design?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"A service level agreement (SLA)",
"A request for change (RFC)",
"The service portfolio",
"A service description"
],
"question": "Where would you expect incident resolution targets to be documented?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"All of the above",
"1 and 3 only",
"1 and 2 only",
"2 and 3 only"
],
"question": "Which of the following provide value to the business from service strategy?\r\n1. Enabling the service provider to have a clear understanding of what levels of service will make their\r\ncustomer's successful\r\n2. Enabling the service provider to respond quickly and effectively to changes in the business environment\r\n3. Reduction in the duration and frequency of service outages",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"C"
],
"options": [
"2, 3 and 4 only",
"All of the above",
"1, 2 and 3 only",
"1, 2 and 4 only"
],
"question": "A process owner is responsible for which of the following?\r\n\r\n1. Defining the process strategy\r\n2. Assisting with process design\r\n3. Improving the process\r\n4. Performing all activities involved in a process",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Capacity management",
"Governance",
"Service design",
"Service level management"
],
"question": "Which one of the following is concerned with policy and direction?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"1, 2 and 3 only",
"1, 3 and 4 only",
"2, 3 and 4 only",
"All of the above"
],
"question": "Which of the following should be considered when designing measurement systems, methods and metrics?\r\n1. The services\r\n2. The architectures\r\n3. The configuration items\r\n4. The processes",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"An internal service provider that is embedded within a business unit",
"A complete set of all the documentation required to deliver world class services to customers",
"Technical implementation of supporting IT infrastructure components",
"The implementation and management of quality IT services that meet business needs"
],
"question": "Which of the following is the best definition of IT service management?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Prioritizing conflicts for service transition resources",
"Coordinating the efforts required to manage multiple simultaneous transitions",
"Maintaining policies, standards and models for service transition activities and processes",
"Detailed planning of the build and test of individual changes"
],
"question": "Which of the following is service transition planning and support NOT responsible for?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"The provision of IT services or business services by a service provider",
"The provision of goods and services by third party suppliers",
"Service levels that have been agreed between the internal service provider and their customer",
"Metrics and critical success factors (CSFs) for internal support teams"
],
"question": "What are underpinning contracts used to document?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"D"
],
"options": [
"Operational level agreement(OLA)",
"Capacity plan",
"Service level agreement(SLA)",
"SLA monitoring chart(SLAM)"
],
"question": "In which document would you expect to see an overview of actual service achievements against targets?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"The IT director",
"The process owner",
"The service owner",
"The customer"
],
"question": "Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed\r\nand documented standard?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [
"Knowledge management",
"Release and deployment management",
"Service asset and configuration management",
"Service level management"
],
"question": "Which process is responsible for ensuring that appropriate testing takes place?",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"A"
],
"options": [
"Both of the above",
"1 only",
"2 only",
"Neither of the above"
],
"question": "Which of the following identify the purpose of business relationship management?\r\n1. To establish and maintain a business relationship between service provider and customer\r\n2. To identify customer needs and ensure that the service provider is able to meet",
"level": "100",
"reference": "",
"type": "mcq",
"answerMode": "single"
},
{
"explanation": "",
"section": "",
"answer": [
"B"
],
"options": [