Below is a couple of example questions you may meet during the exam. Read them very carefully and don't try to learn them by heart. We won't give you the right answers to makes you think by yourself.
1. What is a Service?
a. A business benefit facilitated by IT in support of a tactical goal
b. An intangible output supporting the availability, distribution and manipulation of information
c. A customer-funded deliverable designed to meet a commercial aspiration
d. A means of facilitating outcomes desired by customers
2. What is Service Management?
a. A set of specialized organizational capabilities providing value to customers in the form of services
b. A set of books defining best practice techniques for managing services over their lifecycle
c. A set of resources for managing the IT infrastructure over its lifecycle
d. A functional model designed to vertically integrate and align IT capabilities
3. What is the difference between a role and a function?
a. A role is singular (one person) while a function is plural (many people)
b. A function provides the resources and tools needed to execute processes and activities while a role defines responsibilities and authorities
c. A role can be performed by an individual or team while a function can only be performed by an individual
d. A function needs to be managed while a role does not
4. Which of the following is not within the scope of development for Service Design?
a. New and changed services
b. Technology architecture and management systems
c. Measurement methods and metrics
d. Release and deployment planning
5. When transitioning a new service into a production environment, which of the following activities should be considered?
a. Ensure that the proposed changes can be used in accordance with the requirements and constraints
b. Define measurement metrics and methods
c. Evaluate process maturity and integration
d. Maintain the status quo to achieve infrastructure stability
6. What are the three elements of a service portfolio?
a. Service portfolio, business service catalog, technical service catalog
b. Service Knowledge Management System, service portfolio, service lifecycle
c. Service pipeline, service catalog, retired services
d. Chartered, operational, retired
7. Which of the following statements is INCORRECT regarding risk analysis and risk management?
a. Risk analysis gathers information about exposure to threats
b. Risk management ensures controls are in place to deal with threats
c. Risk analysis may identify SLAs considered unacceptable
d. Risk Management is responsible for security, availability and IT service continuity within an organization
8. Which of the following activities is a responsibility of the Service Desk?
a. Assessing the impact of changes
b. Tracing the underlying causes of incidents
c. Recording solutions to the problems which cause incidents
d. Restoring the service to Users as quickly as possible
9. Which of the following roles does not form part of the Incident Managementprocess?
a. Incident Manager
b. Super User
c. Request Fulfillment
d. Third-party suppliers
10. Which of the following activities does not form part of the Service Manager's responsibilities?
a. Develop new service deployment schedules
b. Assess the ongoing cost of service delivery
c. Develop business case for new or enhanced services
d. Manage service catalog
11. What type of metrics need not be considered when measuring service quality?
a. Technology metrics
b. Process metrics
c. Functional metrics
d. Service metrics
12. Which of the following is not an approach to release deployment?
a. Big Bang versus phased approach
b. Automated versus manual
c. Push versus pull
d. Package versus bundle
13. What is the role of the Emergency Change Advisory Board (ECAB)?
a. To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods
b. To assist the Change Manager in implementing Emergency Changes
c. To assist the Change Manager in evaluating Emergency Changes and todecide whether the Change should be approved
d. To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur
14. Which of the following should a Business Service Catalogue contain?
a. The version information of all software
b. The organizational structure of the company
c. Asset information
d. Details of all operational services
15. The following are responsibilities of Service Level Management except for?
a. Negotiating and agreeing Operational Level Agreements
b. Ensuring all operational services are recorded in the Service Catalog
c. Negotiating and agreeing Service Level Agreements
d. Assisting with the production and maintenance of an accurate Service Catalog
16. What does "warranty of a service" mean?
a. The service is fit for purpose
b. There will be no failures in applications and infrastructure associated with the service
c. All service-related problems are fixed free of charge for a certain period of time
d. Customers are assured of certain levels of availability, capacity, continuity and security