Notes

The service manager of an organization that has over 100 staff members is facing challenges to deliver online IT services since all staff are working from home due to the COVID-19 pandemic. The organization has never faced these requirements and it had not prepared for this level of remote availability of IT services.

The service manager is now monitoring the current levels of service failure. Which of the following metrics provide the BEST information to monitor service availability for this case?

Question 1Select one:

A.
IT function that is not available and the percentage degradation of service quality.


B.
Mean Time to Restore Services (MTRS) to measure how quickly service is restored after a failure.


C.
Agreed Service Time (AST) and Downtime (DT) to determine the amount of time that was unavailable when the service should have been available.


D.
Mean Time Between Failures (MTBF) to measure how frequently the service fails.

2.
A process is a structured set of activities designed to accomplish a defined objective. It consists of a series of activities carried out to convert input to output, and ultimately into an outcome.

Just defining processes mean nothing to an organisation. What is the BEST action to perform after process definition so that the organisation has the best chance of reaching the service outcomes?

Question 2Select one:

A.
Further explain the process definitions in detail with relevant examples.


B.
Enable people and tools to execute the activities of processes.


C.
Assign the roles, responsibilities, and people to specific tasks of processes.


D.
Describe the process using procedures and work instructions.
3.Continual Service Improvement (CSI) emphasizes periodic review as part of improvement in IT services. A practical strategy for adopting ITIL is to initially use the general best practices and then modify these practices to suit unique organisational needs.

Which of the following statements represent the BEST example of using the ITIL concept ‘adopt and adapt’ when delivering improvements?

Question 3Select one:

A.
Enhance ITIL processes based on a gap analysis between current delivery and required benefits, taking ideas from best practices.


B.
Adapt IT services to align with ITIL guidance and other best practice frameworks.


C.
Adopt service management processes to produce best practice solution that reduces the cost of delivering services for businesses.


D.
Use the ITIL framework to enhance processes based on improvement priorities.
4.A user tries to print a report but found out that the printer does not print. The service desk logs an incident when she reported this issue on the phone. The technician responding to the incident discovers the underlying problem and logs a problem record to replace network device in the printer. The technician is then instructed by the service manager to connect to the spare network printer that has limited print functions.

Which of the following item is FIRST considered as per the ITIL problem management process?

Question 4Select one:

A.
Known error, because the problem is analysed and the need to replace network device is identified.


B.
Workaround, because the technician is connecting to the spare network printer to resume printing job.


C.
Resolution, because the working fix for the printer problem is being undertaken.


D.
Problem, because the cause of why the user cannot print is determined.
5.In an IT service provider, complaints have been made by customers about delays in resolving incidents and lack of communication from IT about their status.

When assessing these complaints by service manager, what is the BEST approach to start with?

Question 5Select one:

A.
Review incident management metrics to see if targets are being met.


B.
Track times taken to resolve incidents by logging some dummy incidents.


C.
Sit in the support operation and see how customers’ incidents are handled.


D.
Talk through the incidents with support staff to identify actions taken.
6.The ITIL Demand Management process ensures that the organisation understands, anticipates and influences customer demand for services.

A Telecommunications Services provider promotes a new 5G mobile plan to the market. The core service is phone connectivity on 5G networks. The supporting services include the choice of 5G phones, data plans and optional extras.

A service package includes a service level package and the core services and supporting services.

Which of the following BEST represents the service level package for the Telecommunications Service provider based on the stated core and supporting services?

Question 6Select one:

A.
Build a package by offering sim-only plans that works can work on 5G networks if available.


B.
Build a package by selecting a compatible 5G phone, add the phone to a 5G services plan and offer add-on extras for phone and services.


C.
Build a package by buying a 5G phone outright and subscribe to 5G services plans.


D.
Build a package by checking the 5G coverage and subscribe to 5G services plans to an existing compatible phone.
7.Service operation is all about achieving balance between competing priorities of business.

In which area does the ITSM MUST prioritize the balance for IT services, so that incidents are minimized and resolved without any “fire-fighting”?

Question 7Select one:

A.
Quality vs Cost, so that incidents are resolved effectively with minimal resources used.


B.
Reactive vs Proactive, so that incidents are limited due to proactive resolution before customers identify the issues.


C.
Internal IT vs Business needs, so that incidents focus on resolving business issues first.


D.
Stability vs Responsiveness, so that customers feel that incidents are resolved on a responsive manner.
8.According to the ISO/IEC 38500:2015 standard, which of the following governance tasks has the BEST fit with the management systems for the use of IT?

Question 8Select one:

A.
Establish a vocabulary for the governance of IT.


B.
Direct preparation and implementation of plans and policies to ensure that the use of IT meets business objectives.


C.
Evaluate the current and future use of IT.


D.
Monitor conformance to policies and performance against the plans.
9.The ITIL Financial Management process ensures that the organization’s financial resources and investments are being used effectively.

The IT Service Provider must keep the financial records effectively so that it can send accurate invoices to the customers based on the services offered as agreed.

Which financial management activity is the MOST relevant for this requirement?

Question 9Select one:

A.
Budgeting, because this is the activity to predict income and expenses to determine invoice details for reporting.


B.
Accounting, because this is the activity that involves bookkeeping of actual transactions including invoicing.


C.
Charging, because this is the activities to determine costs that needs to be funded.


D.
Reporting, because financial transactions must be reported for auditing purposes.
10.
Some IT managers disagree with the need for CSFs and believe that KPIs are sufficient. Which of the following arguments BEST support this view of IT managers?

Question 10Select one:

A.
If KPIs are used in isolation, then people will ensure the service performance improves.


B.
KPIs are SMART targets and therefore they impact customers.


C.
KPIs are based on the process performance and not necessarily on their contribution to a CSF.


D.
CSFs are not directly measurable and KPIs provide the proof needed to be certain that CSFs have been met even if they are not stated.