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| Section | Weight | Objectives |
|---|---|---|
| Service Management Practices | 15% | - Service desk - Incident management - Service request management - Change enablement - Problem management |
| General Management Practices | 15% | - Service level management - Continual improvement - Information security management - Relationship management - Supplier management |
| ITIL Guiding Principles | 15% | - Think and work holistically - Focus on value - Progress iteratively with feedback - Collaborate and promote visibility - Optimize and automate - Start where you are - Keep it simple and practical |
| Four Dimensions of Service Management | 15% | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
| Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| Service Value Chain | 15% | - Plan - Improve - Obtain/build - Deliver and support - Design and transition - Engage |
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
1. Which of the following is NOT a valid objective of problem management?
A) To eliminate recurring incidents
B) To restore service to a user
C) To manage problems throughout their lifecycle
D) To prevent problems and their resultant Incidents
2. Which of the following are objectives of service level management?
1 : Defining, documenting and agreeing the level of IT services to be provided
2 : Monitoring, measuring and reporting the actual level of services provided
3 : Monitoring and improving customer satisfaction
4 : Identifying possible future markets that the service provider could operate in
A) 1, 2 and 4 only
B) 1 and 2 only
C) All of the above
D) 1, 2 and 3 only
3. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
A) The service portfolio
B) A configuration management database (CMDB)
C) The change schedule
D) The service knowledge management system (SKMS)
4. Which of the following are basic concepts used in access management?
A) Personnel, electronic, network, emergency, identity
B) Physical, personnel, network, emergency, service
C) Normal, temporary, emergency, personal, group
D) Rights, access, identity, directory services, service/service components
5. Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
A) Products
B) Profit
C) Preparation
D) Potential
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
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