Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities
2) Template release and deployment
3) Supporting systems, tools and procedures.
4) Handover activities and responsibilities

A.

1, 2 and 3 only.

B.

 2, 3 and 4 only.

C.

All of the above

D.

1 and 4 only.

What is the primary focus of the business management?

A.

Management, control and prediction of the performance, utilization and capacity of
individual elements of IT technology

B.

Review of all capacity supplier agreements and underpinning contracts with supplier
management

C.

Management, control and prediction of the end-to-end performance and capacity of the
live, operational IT services

D.

Future business requirements for IT services are quantified, designed, planned and
implemented in a timely fashion

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT
part of this type of SLA?

A.

Customer level

B.

Service level

C.

Corporate level

D.

Configuration level

Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure

A.

1 Only

B.

2 and 3 only.

C.

1, 2 and 4 only.

D.

All of the above

Which one of the following is the BEST description of a relationship in service asset and
configuration management?

A.

Describes the topography of the hardware

B.

Describes how the configuration items (CIs) work together to deliver the services

C.

Defines which software should be installed on a particular piece of hardware

D.

Defines how version numbers should be used in a release

Which of the following is not a service desk type recognized in the service operation
volume of ITIL?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which stage of the Service Lifecycle is MOST concerned with defining policies and
objectives?

A.

Service Design

B.

Service Transition

C.

Service Strategy

D.

Service Operation

A single Release unit, or a structured set of Release units can be defined within:

A.

The RACI Model

B.

A Release Package

C.

A Request Model

D.

The Plan, Do, Check, Act (PDCA) cycle

Which of the following statements about incident reporting and logging is CORRECT?

A.

Incidents can only be reported by users, since they are the only people who know when
a service has been disrupted

B.

Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service. This includes technical staff

C.

All calls to the Service Desk must be logged as Incidents to assist in reporting Service
Desk activity

D.

Incidents reported by technical staff must be logged as Problems because technical staff
manages infrastructure devices not services

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a
correct list of these 'Four Ps'?

A.

People, Products, Partners, Profit

B.

People, Process, Products, Partners

C.

Potential, Preparation, Performance, Profit

D.

People, Potential, Products, Performance