4.

3 Sample Questions
1. Which of the following statements is NOT an objective of Service Design?
a. To design services to satisfy business objectives.
b. To identify and manage risks.
c. To plan and manage the resources to successfully establish a new or changed
service into production with the predicted cost, quality and time estimates.
d. To design efficient and effective processes for the design, transition, operation
and improvement of high-quality IT services.
2. Which of the following statements are CORRECT?
a. A Service Provider is an organization supplying services to one or more external
customers.
b. A Service Provider is an organization supplying services to one or more internal
customers or external customers.
c. A Service Provider is a third party responsible for supplying goods or underpinning
services that are required to deliver IT services.
d. A Service Provider is a role that has responsibility for ensuring that all new
services are designed to deliver the levels of availability required by the business
and validation of the final design to meet the minimum levels of availability as
agreed by the business for IT services.
3. Which of the following are the five major aspects of Service Design?
1. Service Portfolio design
2. Technology and architectural design
3. Design of services
4. Strategy design
5. Process design
6. Measurement design
a. 1, 2, 3, 4 and 5
b. 1, 2, 4, 5 and 6
c. 1, 2, 3, 5 and 6
d. 2, 3, 4, 5 and 6
4. Which of the following is NOT a sourcing approach?
a. Insourcing
b. Co-sourcing
c. Rightsourcing
d. Application Service Provision
5. Which of the following activities is an activity in the Service Level Management
process?
a. Collate, measure and improve customer satisfaction
b. Status reporting
c. Deploy Service Component
d. Resolution and Recovery
6. Which of the following metrics is BEST used to judge the efficiency and effectiveness
of the Service Level Management process?
a. Number and percentage of major incidents.
b. The number and severity of service breaches.
c. Reduction in the number of disruptions to services caused by inaccurate impact
assessment.
d. Reduction in the costs of handling printer incidents.
7. Consider the following roles and responsibilities:

A. Availability Manager
B. Service Catalogue Manager
C. Supplier Manager
D. Capacity Manager
1. Analysis of usage and performance data, and reporting on performance against
targets contained in Service Level Agreements.
2. Ensuring that all of the information within the Service Catalog is consistent with
the information within the Service Portfolio.
3. Performing contract or Service Level Agreement reviews at least annually and
ensuring that all contracts are consistent with organizational requirements and
standard terms and conditions wherever possible.
4. Ensuring that all existing services deliver the levels of availability agreed with the
business in Service Level Agreements.
Which of the following pairings between the roles and responsibilities is
CORRECT?
a. A-1, B-3, C-2 and D-4
b. A-1, B-2, C-3 and D-4
c. A-2, B-3, C-4 and D-1
d. A-4, B-2, C-3 and D-1
8. Which of the following is NOT a sub-process of the Capacity Management
process?
a. Component Capacity Management
b. Configuration Capacity Management
c. Business Capacity Management
d. Service Capacity Management
9. In the RACI authority matrix the letter C stands for:
a. Classified
b. Configured
c. Consulted
d. Communication

12 Defining the functional requirements for a new service is part of:

a) Service Operation: Application Management
b) Service Strategy: Service Portfolio Management
c) Service Design: Design the technology architecture
d) Service Design: Design the service solutions
15 There are 7 different sourcing strategies that a company can use. What is the newest
form of outsourcing?
a) Knowledge Process Outsourcing
b) Partnership or multi-sourcing
c) Business Process Outsourcing (BPO)
d) Application Service Provision

16 Which of the following identifies two Service Portfolio components within the Service
Lifecycle?
a) Service Pipeline and Service Catalogue
b) Service Knowledge Management System and Service Catalogue

c) Service Knowledge Management System and Service Pipeline

d) Service Pipeline and Configuration Management System

22 What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analysing the business impact of an Incident
d) Creating a Balanced Scorecard showing the overall status of service
management
24 Which of the following statements is CORRECT?
1. Only one person can be responsible for an activity
2. Only one person can be accountable for an activity
a) Both of the above
b) 1 only
c) 2 only
d) Neither of the above

33 Which of the following areas would technology help to support during the Service
Design phase of the Lifecycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
c) All of the above
d) 2, 3 and 4 only

35 The Service Level Manager has responsibility for ensuring that the aims of Service
Level Management are met. The Service Level Manager is NOT responsible for?
a) Negotiating and agreeing Operational Level Agreements
b) Ensuring that all non-operational service are recorded within the Service
Catalogue
c) Negotiating and agreeing Service Level Agreement
d) Assisting with the production and maintenance of an accurate Service
Catalogue

A customer has requested a review of charges for services provided under an SLA.
Who will review this with the customer?
A The IT Finance Manager
B The Service Level Manager
C The Change Manager
D The Configuration Manager

What is a Service Catalogue?

A An arrangement with an external supplier covering delivery of contracted
services
B A description of the services provided to customers
C An agenda for the regular service review meetings with customers
D A set of actions to address Problems in CIs that have registered a high failure
rate

When establishing a new SLA or amending an existing one, which of the following
should the Service Level Manager consider?
1 That the new, or revised, SLA can meet the targets agreed with the customer
2 That the conditions in other SLAs can continue to be met
3 That the possible impact of changes to the SLA can be identified
A 2 and 3
B 1 and 3
C 1, 2 and 3
D 1 and 2
Should an SLA specify how changes to customer requirements can be implemented
before the planned SLA review date?
A Yes, because the customer may ask for changes at any time
B Yes, but only if the customer pays for the change
C No, the SLA is reviewed periodically so that any changes can be introduced in a
controlled manner
D No, IT have budgeted for the agreed level of service and it would be
unreasonable to change that mid-term

The main objective of Availability Management is to

A Maximise service times provided by the IT department
B Ensure services meet availability targets
C Identify unreliable components
D Measure the performance of suppliers

The production of an SLR is usually the starting point for whom in the SLM process?
A The Service Provider
B The IT services legal representative
C The Customer
D The Change Manager

When should the Capacity Management process be reviewed for effectiveness and
efficiency?
A Regularly
B When the process is being planned
C Not unless there is a negative issue arising

D Immediately after the process has been implemented

Which of these is NOT the responsibility of Availability Management?
A Monitoring a Service Quality Plan
B Producing the Availability Plan
C Contributing to a Service Improvement Programme
D Defining targets for reliability and maintainability

Which of the following are possible problems associated with availability metrics?
1 Not measuring availability at the point of service delivery
2 Producing measures of availability that are meaningless to the business
3 Dependence on suppliers for serviceability data
4 Lack of suitable software
A All of them
B 1 and 2
C 3 and 4
D 2 and 4
The Requirements and Strategy phase of the IT Service Continuity life-cycle consists
of:
A Organisation, implementation planning and risk reduction measures
B Education and awareness, review and audit
C Business Impact Analysis, risk assessment and business continuity strategy
D Initial testing, education and awareness, assurance

6. Which of the following are goals and objectives for the Service Level Management
process?
1. To provide and improve the relationship and communication with the business
and customers.
2. To produce and maintain an appropriate and up-to-date Capacity Plan which
reflects the current and future needs of the business.
3. To ensure that proactive measures to improve the levels of service delivered and
implemented.
4. To support efficient and effective business and Service Management processes by
providing accurate information about assets.
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above
9. Which of the following statements BEST describes the difference between an
Operational Level Agreement and an Underpinning Contract?
a. Only the Operational Level Agreement is an underpinning agreement between
an IT Service Provider and another part of the same organization that assists
with the provision of services.
b. Only the Service Level Agreement defined the goods or services to be provided
and the responsibilities of both parties.
c. Only the Underpinning Contract defines targets and responsibilities that are

required to meet agreed Service Level Targets in a Service Level Agreement.

d. Only the Underpinning Contract support the IT Service Providers delivery of IT
services to customers.

22. Which of the following statements are CORRECT regarding the RACI authority
matrix?
1. The R in RACI stands for Responsible.
2. The RACI chart shows the activities down the left-hand side and the functional
roles across the top.
3. More than one person can be accountable for each task.
4. The I in RACI stands for Initiator.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
26. Which of the following statements BEST describes the goals of Supplier
Management?
1. To ensure that underpinning contracts and agreements with suppliers are aligned
to business needs and managed through their lifecycle.
2. To manage relationships with suppliers.
3. To ensure that the information security risks are appropriately managed and
enterprise information resources are used responsibly.
4. To maintain a supplier policy and a supporting Supplier and Contract Database.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
27. Which of the following activities BEST help an organization managing and
developing Service Management as a strategic asset?
1 Identification of critical services across the Service Portfolio for a given customer
of market space.
2. Establishment of the right mix of service to offer to customers.
3. Tagging all service assets with the name of the service to which they add service
potential.
4 Creation of diagnostic scripts for diagnosis of incidents.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All the above

29. When should a Service Design Package be produced?

a. During the strategy stage, for each time a new service is added to the Service
Portfolio.
b. During the design stage, for each change to a service or removal of a service.
c. When a new or changed service is passed from Service Design to Service
Transition.

d. During the design stage, for each new service, major change to a service or
removal of a service.

30. Which of the following benefits is NOT primarily the result of good Service Design
practises?
a. Reduced total costs of ownership.
b. More effective Service Management processes.
c. Increased success rate of changes and releases for the business.
d. Improve quality and consistency of service.
37. Good Service Design is dependent on effective and efficient use of the four Ps people, processes, partners and:
a. plans
b. products
c. practices
d. policies

38. Which is the best description of a Service Catalogue?

a. A document defining all aspects of an IT Service and its requirements through
each stage of its lifecycle.
b. The complete set of services that are managed by a Service Provider.
c. A database or structured document with information about all live IT services,
including those available for deployment.
d. An agreement between and IT Service Provider and the IT customer(s).

Availability Management is responsible for ..

1
2
3

understanding the reliability of components to carry out a required function under given conditions over
the ease with which maintenance of service components can be carried out
negotiating availability levels with customers

Which of these is correct?

A
B
C
D

Only 2 & 3
Only 1 & 2
1, 2 & 3
Only 1 & 3

Application Sizing is a technique used by Capacity Management. Why is Application Sizing

Important?
A
B

The availability of an IT service can be measured

The use of an IT application can be controlled

C
D

The maintenance of technical skills is important to application developers

The resources needed for an application and its performance can be predicted

In which two Service Management processes would you be most likely to use a risk analysis
and management method?
A
B
C
D

Change & Cost Management

Availability Management & IT Service Continuity Management
Incident & Change Management
Service Level Management & IT Service Continuity Management

Percentage availability is calculated as:

A

Downtime x 100
---------------------------Agreed Service Time

(Agreed Service Time Downtime) x 100

------------------------------------------------------Agreed Service Time

Agreed Service Time x 100

-----------------------------------Downtime

Agreed Service Time

------------------------------------------------------(Agreed Service Time Downtime) x 100

Which of the following are direct advantages of entering into Service Level Agreements?
1
2
3
4

The expectations of both the IT customer and the provider should be aligned
Fewer incidents will occur
Unambiguous measurements of service provision will be provided
The number of changes that have to be backed out will decrease

A
B
C
D

2&4
1&2
3&4
1&3

Consider the following statements about IT Service Continuity Planning:

1
2

The intermediate recovery external option offers a remote installation, fully equipped with all the required
The intermediate recovery external option is often shared between multiple customers and in the event

Are these statements correct?

A
B
C
D

Both
Neither
Only 1
Only 2

In Availability Management terms, what do the letters CIA stand for?

A
B
C
D

Component Impact Analysis

Confidentiality, Integrity and Availability
Configuration Item Availability
Central Intelligence Agency

Your organisation has just entered into a Gradual Recovery IT Service Continuity
agreement. Within the ITIL definition, which of the following lists is INCORRECT for what you
could find at the contingency site?
A
B
C
D

A building, electricity, telecommunications equipment, office space for technical staff

Stand-by generator, telecommunications equipment, system manuals, support staff, water
A building, telecommunications equipment, a computer, support staff, documentation
A building, electricity, water, support staff, system manuals

Which if the following would you NOT expect to see in an IT Service Continuity Plan?
A
B
C
D

Contact lists
The version number
Reference to change control procedures
Full Service Level Agreements

1451
2. What is the RACI model used for?
a) Documenting the roles and relationships of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management

33

45

45

37

Service Design

Service Design

Service Design

37 Service Design

37 Service Design

Service Design

Service Deign

Service Desing

strategy / Desing

Design

desing

design

Design

Design

design

Service Design

Service Stratgety
Service Design
Continual Service Improvement.

Service Design

Service Design

Service Design

Service Design

Service Design

Service Design

Service Design

Service Design

Service Design

n under given conditions over a certain period of time

Service Design

Service Design

Service Design

ice Time Downtime) x 100

-----------------------------------ed Service Time

Service Design

ed Service Time
-----------------------------------ce Time Downtime) x 100

Service Design

y equipped with all the required hardware, software, communications and environmental control equipment
le customers and in the event of a disaster may not be available due to over- subscription

Service Design

Service Design

Service Design

pport staff, water

aff, documentation

Service Design

Service Design