Q: Which one of these statements best describes the relationship between the change management process and the release and deployment management process?

The change management process uses the release and deployment process to ensure that the configuration management system is updated correctly in a timely manner.

The change management process is entirely dependent on the release and deployment process for the authorization of changes.

The release and deployment management process carries out the delivery of a change into live operation, which has been approved through the change management process.

There is no relationship between the processes.

Q: Which of the following statements are true about Control Objectives for Information and Related Technology (COBIT)?
Each correct answer represents a complete solution. Choose all that apply.
It is primarily used for auditors.

It is a statistical measure of variations and a methodology used for improving processes.

It is included in Microsoft Enterprise Service Model that supports an organization in meeting changing business demands and rapid technological changes.

It is used to provide a uniform structure to realize, implement, and evaluate IT capabilities, performance, and risks.

Q: Which of the following are the features of Service Level Agreement (SLA)?
Each correct answer represents a complete solution. Choose all that apply.
The language used in an SLA should be clear and concise.

Information included within an SLA is measurable.

SLA is used as a legal document for imposing penalties.

SLA provides one service for all customers of that service.

Q: Which of the following ITIL processes is responsible for annually allocating the costs of underpinning contracts?

Availability Management

IT Service Continuity Management

IT Financial Management

Service Level Management

Q: Which activity enhances customer satisfaction and increases user productivity?



Administrative closure


Q: Which of the following phases of the Plan-Do-Check-Act methodology is used to monitor, measure, and review that the service management objectives and plans are effectively achieved?





Q: You work as a Project Manager for uCertify Inc. You have been requested by the management to show graphical representation of roles and responsibilities of different project team members. Which of the following will you produce?

Organization chart

Resource histogram chart

Pareto chart

RACI chart

Q: Which process reviews operational-level agreements on a regular basis?

Service portfolio management

Supplier management

Demand management

Service-level management

Q: Capacity Management provides the required IT resources consistently at the right time and at the right cost according to present and future needs of the business. Which of the following are the benefits of Capacity Management?

Provides urgent changes that result from inadequate or incorrect capacity estimates.

More reliable forecasts provide earlier and more accurate response to the requests made by the customer.

Reduced risks related with existing services as the resources are managed effectively, and the equipment performance is monitored continuously.

Greater efficiency is provided as demand and supply are balanced at an early stage.

Q: Which of the following roles in Service Transition is made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties?

The Emergency Change Advisory Board

The Change Advisory Board

The Application Developer

The Change Manager

Q: An analysis has been done regarding the expansion of the customer information database. The result specifies that the disk capacity must be increased to contain the projected growth of the database in the near future. Which process is accountable for sharing this information on time to ensure that the available disk space is adequate?
Capacity Management

Change Management

Security Management

ICT Infrastructure Management

Q: Which of the following specifies targets and responsibilities that are needed to meet agreed Service Level targets in an SLA?
Underpinning Contract (UC)

Supplier and Contract Database (SCD)

Configuration Management Database (CMDB)

Operational Level Agreement (OLA)

Q: Which of the following is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy?

Availability/ ITSCM/ Security Testing Schedule

Disaster Invocation Guideline

Index of Disaster-Relevant Information

Business Continuity Strategy

Q: An availability plan should consider the requirements for what period?
For the next 12 to 18 months

For the next month

For the next week

For the next 24 hours

Q: Which of the following activities of Capacity Management is a proactive activity that is used to forecast the behavior of the infrastructure, and recognizes areas that could be better utilized?

Demand Management


Capacity Planning


Q: The management reports are used to control or manage internal processes. Which of the following are the features of the management reports?

They provide information about the number of SLAs concluded.

They monitor customer satisfaction.

They are provided to the customers.

They monitor progress of improvement.

Q: The predicted costs and benefits of a proposed new service are documented in which of the following documents?

The project plan

The improvement register

The business case

The service strategy

Q: Which process facilitates Problem Management to share categorization as well as impact coding systems?

Capacity Management

Configuration Management

Service Catalogue Management

Incident Management

Q: Continual Service Improvement (CSI) aligns and realigns IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. Choose the appropriate business questions for CSI in correct order.

Business questions for CSI
•    4
What can we afford?
•    3
What do we actually need?
•    5
What will we get?
•    1
Where are we now?
•    6
What did we get?
•    2
What do we want?

Q: The Service Level Management process manages the services depending on the tangible records of services, service level targets, and the characteristics of the workload. Which of the following are the responsibilities of the Service Level Manager?

Selects and recognizes the configuration structures for the infrastructure’s Configuration Items.

Defines the Service Level Agreement structure.

Creates and provides the update of the service catalogue.

Provides the update of the existing Service Improvement Program.

Q: Which document refers to the steps that must be taken if there is a major gap in the projected delivery quality of a service and the actual delivery?
Service improvement plan

Business service catalog

Service level agreement

Service quality plan

Q: Which one of these statements best describes the service knowledge management system?

A set of tools and databases used to manage knowledge and information

A database of known issues for the support of service management issues

An information logging system for service management failures

A database of the service management structure

Q: Which one of these statements best defines access management?

Process to decide what access should be allowed for each user

Process of granting authorized users the right to use a service, while preventing access to nonauthorized users

Process to prevent unauthorized access

Process to define the security policies and actions

Q: In which system will the information regarding configuration items and service assets be held?

Service catalog




Q: Which of these statements are correct?
1.    The definitive media library may partially be a physical store.
2.    The definitive media library may partially be an electronic store.
3.    The definitive media library may contain documentation relating to software licenses.

1, 2, 3
2, 3, 4
1, 2, 4
All the answers are correct.
Q: You work as a Project Manager for uCertify Inc. You are leading the analysis of a new project that may be initiated by your company. The analysis is a focus on the return on investment (ROI) for new programs that may be created if the project is initiated. What type of document are you creating for your company?

Statement of work

Business case

Project charter

Project scope statement

Q: Which part of Service Lifecycle has the purpose of “Planning and managing resources that are required to deploy a release into production”?

Service Asset

Service Transition

Service Operation

Configuration Management

Q: Which one of these statements best reflects the purpose of continual service improvement?
To improve the efficiency of services and service management processes

To design operational services to meet the requirements of the business

To improve the effectiveness of the business processes in support of the organization

To define and agree the strategy for service management

Q: Which of these statements is/are correct?
1.    A process owner carries out all the activities in the process.
2.    Resources and capabilities are used to control the process.

2 only
1 only
Q: Which of these represents the correct sequence of the service lifecycle?

Service design, service strategy, service transition, continual service improvement, service operation

Service strategy, service design, service transition, service operation, continual service improvement

Service strategy, service transition, continual service improvement, service operation, service design

Service design, service transition, CSI, service strategy, service operation

Q: Which of the following are the types of communication you possibly expect the functions within Service Operation to perform?
1.    Communication involving Data Centre shifts
2.    Communication associated to changes
3.    Performance reporting
4.    Scheduled operational communication

1 and 2 only
1, 2, 3, and 4
2, 3, and 4 only
1 only
Q: In uCertify Inc, the sales department has relocated internally with their people as well as IT resources. A service Desk employee has been assigned the task to relocate the department’s workstations. In which of the following ITIL processes is this employee currently playing a role

Change Management

Configuration Management

Incident Management

Problem Management

Q: Which of the following is the feature of Resource Capacity Management?

It makes baselines and useful profiles for all services.

It determines and understands the use of IT services.

It recognizes the current and future business needs.

It determines and understands the use of IT infrastructure and components.

Q: Which of the following are commonly used terms when discussing service improvement outcomes?
1.    Improvements
2.    Benefits
3.    Return On Investment (ROI)
4.    Value On Investment(VOI)
5.    Resources

2, 3, and 5 only
1, 2, 3, and 4 only
1, 2, and 4 only
1, 2, 3, 4, and 5
2, 3, 4, and 5 only
Q: Generally, Service Management comprises six different capabilities that companies should consider for optimization. Choose the appropriate capabilities.
Service Management capabilities
•    Configuration Management
•    Field Service Management or Field force effectiveness
•    Assets, Maintenance, Task Scheduling, Event Management
•    Service strategy and service offerings
•    Parts Supply Management
•    Customer management
•    Returns, repairs and warranties

Q: Which of the following assesses risks, determines costs to alleviate those risks, and prioritizes the recovery plan developed through Risk Assessment?

IT Service Continuity Management

Service Level Management

Service Capacity Management

Release Management

Q: Which of the following statements are correct? It is the responsibility of the information security manager to:
1.    Produce and maintain the information security policy.
2.    Define the data security requirements for the business.
3.    Ensure business impact analysis and risk analysis are conducted.

1 and 2
2 and 3
1 and 3
1, 2, and 3
Q: The ISO/IEC 20000 management is used to provide a management system along with policies and a framework, so that there can be effective management and accomplishment of all IT services. Which of the following are the components of management that are used in the implementation of ISO/IEC 20000?
Each correct answer represents a complete solution. Choose all that apply.

Security installation

Documentation requirements

Management responsibility

Competence, awareness, and training

Q: Which of these statements about asset management and configuration management is not true?

Asset management considers the value of items, and configuration management considers the interdependencies between items.

Configuration management may include locations and documents.

Configuration management information is held in a database called the configuration repository.

Asset management is concerned only with purchased items such as hardware and software.

Q: Where would you expect incident resolution targets to be documented?

Service Portfolio

Service Level Agreement

Forward Schedule of Change

Service Request

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