131. Which of the following statement about the service owner is INCORRECT?
A. Is a stakeholder in all of the IT processes which support the service they own
B. Contributes to continual improvement affecting the service they own
C. Carries out the day-to-day monitoring and operation of the service they own
D. Is accountable for a specific service within an organization
B. Contributes to continual improvement affecting the service they own
C. Carries out the day-to-day monitoring and operation of the service they own
D. Is accountable for a specific service within an organization
ANSWER: C. Carries out the day-to-day monitoring and operation of the service they own
132. Which Functions are included in IT operations management?
A. IT operations control and facilities management
B. Technical management and change management
C. Network management and application management
D. Facilities management and release management
B. Technical management and change management
C. Network management and application management
D. Facilities management and release management
ANSWER: A. IT operations control and facilities management
133. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management
B. Capacity management
C. Business relationship management
D. Service catalogue management
ANSWER: C. Business relationship management
134. The definitive media library is the responsibility of:
A. Facilities management
B. Access management
C. Request fulfillment
D. Service asset and configuration management
B. Access management
C. Request fulfillment
D. Service asset and configuration management
ANSWER: D. Service asset and configuration management
135. What are the three service provider business models?
A. Internal service provider, outsourced 3rd party and off-shore party
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit
ANSWER. D. Internal service provider, external service provider, shared service unit
136. Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included
ANSWER. D. Any changes that would benefit the organization are included
137. Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
A. 1 and 3 only
B. 1 and 2only
C. 2 and 3 only
D. All of the above
B. 1 and 2only
C. 2 and 3 only
D. All of the above
ANSWER. D. All of the above
138. Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
1. Core
2. Enabling
3. Special
A. 1 and 3only
B. 1 and 2 only
C. All of the above
D. 2 and 3 only
B. 1 and 2 only
C. All of the above
D. 2 and 3 only
ANSWER: B. 1 and 2 only
139. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
A. Serviceability
B. Capacity
C. Availability
D. Continuity
B. Capacity
C. Availability
D. Continuity
ANSWER: C. Availability
140. Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
1. Incident model
2. Known error record
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
B. 2only
C. Both of the above
D. Neither of the above
ANSWER: C. Both of the above
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