ITIL Sample Paper 3

Access Management is closely related to which other process?A. Capacity Management onlyB. 3rd line support C. Information Security Management D. Change Management

Which of the following is NOT one of the five individual aspects of Service Design?A. The design of the Service Portfolio, including the Service CatalogueB. The design of new or changed services C. The design of Market Spaces D. The design of the technology architectures

Which of the following activities is NOT a part of the Deming Cycle?A. ActB. PlanC. DoD. Coordinate

A Process Owner is responsible for which of the following?1 Documenting the process2 Defining process Key Performance Indicators (KPIs)3 Improving the process4 Performing all activities involved in a processA. 1, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 only

Which of the following statements about the Service Owner is INCORRECT?A. Carries out the day-to-day monitoring and operation of the service they ownB. Contributes to continual improvement affecting the service they ownC. Is a stakeholder in all of the IT processes which support the service they ownD. Is accountable for a specific service within an organization

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?A. Tell others about the progress of an activityB. Perform an activityC. Be kept up to date on the progress of an activityD. Manage an activity

What is a RACI model used for? A. Performance analysisB. Recording Configuration Items C. Monitoring services D. Defining roles and responsibilities

Which of the following models would be MOST useful in helping to define an organizational structure?A. RACI modelB. Service modelC. Continual Service Improvement (CSI) modelD. The Deming Cycle

Which process would you MOST expect to be involved in the management of Underpinning Contracts?A. Change ManagementB. Service Catalogue Management C. Supplier Management D. Release and Deployment Management

Which of the following are valid parts of the Service Portfolio?1 Service Pipeline2 Service Knowledge Management System (SKMS)3 Service CatalogueA. 1 and 2 onlyB. 3 onlyC. 1 and 3 onlyD. All of the above

Which of the following provides the PRIMARY source of guidance on what needs to be protected by Information Security Management?A. IT ManagementB. Service Desk ManagerC. Business ManagementD. The Change manager

12. What should a service always deliver to customers?A. ApplicationsB. Infrastructure C. Value D. Resources

Who owns the specific costs and risks associated with providing a service?A. The Service ProviderB. The Service Level Manager C. The Customer D. The Finance department

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?A. Service DesignB. Service TransitionC. Service StrategyD. Service Operation

Which of the following is MOST concerned with the design of new or changed services?A. Change Management B. Service Transition C. Service Strategy D. Service Design