Q: Which of the following are the advantages of Deming Cycle?
Each correct answer represents a complete solution. Choose all that apply.
It provides continuous improvement.
It is used during the design phase.
It is a problem solving process.
It is used for quality control.
Q: Which of the following offer integration opportunities linking with the CMS, system, application management tools, service dashboard, and reporting tools?
Business Process Management systems
IT service management systems
Six Sigma systems
CMMI systems
Q: Which of the following is a process improvement approach that provides organizations with the essential elements for effective process improvement and guides process improvement across a project, a division, or an entire organization?
COBIT
Capability Maturity Model Integration
Service Portfolio
Six Sigma
Q: Which of the following are the benefits of the ISO/IEC 20000-1 standard?
Each correct answer represents a complete solution. Choose all that apply.
It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled.
It can be used for a service provider to improve the design, transition, delivery, and improvement of services by proper implementation and operation of the service management system (SMS).
It is used to document a policy manual and determine and maintain the necessary infrastructure in order to ensure quality and customer property protection requirements.
It can be used for a service provider to monitor, measure, and review the service management processes and services.
Q: The Business has submitted requirements for a new ERP system. Which authority is responsible for documenting the Service Level Requirements (SLRs) with the Business delegate?
Project Management
Service Level Manager
Service Level Management
Service Owner
Q: Which of the following roles in Service Design defines a blueprint for the future development of the technological landscape?
The IT Architect
Technical Analysts/Architects
The Supplier Manager
The Application Analysts and Architects
Q: Which of the following processes are involved under the COBIT framework?
Each correct answer represents a complete solution. Choose all that apply.
Correcting all risk issues
Conducting IT risk assessments
Managing the IT workforce
Developing a strategic plan
Q: Which of the following processes is used to involve Identity and Rights as the two major concepts?
Event Management
Access Management
IT Facilities Management
Release Management
Q: Which of the following sub-processes of Service Portfolio Management is used to define the overall goals that the service provider should pursue in its development?
Strategic Planning
Strategic Service Assessment
Service Strategy Definition
Service Portfolio Update
Q: Which of the following describe the basic concept of Integrity in Security Management?
The accessibility to the data
The protection of the data
The capacity to verify the correctness of the data
The correctness of the data
Q: Which of these are valid service provider types according to ITIL?
1. Internal
2. Shared services
3. Fully outsourced
1, 2, and 3
2 and 3
1 and 2
1 and 3
Q: Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors?
Security Management
Capacity Management
Availability management
Problem Management
Q: The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer's business is fulfilled. Which of the following are the sub-processes of the Capacity Management?
Each correct answer represents a complete solution. Choose all that apply.
Service Capacity Management
Business Capacity Management
Internal Capacity Management
Resource Capacity Management
Q: What is the correct sequence of steps for the CSI approach?
1. Did we get there?
2. How do we keep the momentum going?
3. How do we get there?
4, 5, 3, 6, 1, 2
4, 5, 6, 3, 2, 1
5, 4, 6, 3, 1, 2
5, 4, 3, 6, 1, 2
Q: Where are the details of a workaround documented?
Operational Level Agreement
Problem Record
Known Error
Service Level Agreement