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CMS7 Online Practice Questions and Answers

Questions 4

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A. The Request Fulfillment Process Manager

B. The Request Fulfillment Process Owner

C. The Service Desk Manager

D. The Service Manager

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Questions 5

Which is the first step in the 7 Step Improvement Process?

A. Where are we now?

B. Identify gaps in Service Level Agreement (SLA) achievement

C. Prepare for action D. Define what you should measure

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Questions 6

Which of the following is NOT a characteristic of a process?

A. Delivers specific results

B. Responds to specific events

C. It is measurable

D. A method of structuring an organization

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Questions 7

Which of these 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 3 only

B.

1 and 2 only

C.

1, 2 and 4 only

D.

All of the above

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Questions 8

Which of the following is NOT an objective of the Operations Management function?

A. Swift application of skills to diagnose any IT Operations failures that occur

B. Regular scrutiny and improvements to achieve improved service at reduced costs

C. First line Incident investigation and diagnosis logged by users

D. Maintenance of status quo to achieve stability of day to day processes and activities

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Questions 9

What type of improvement should be achieved by using the Deming Cycle?

A. Rapid, one-off improvement

B. Return on investment within 12 months

C. Quick wins

D. Steady, ongoing improvement

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Questions 10

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A. The Service Level Manager

B. The Configuration Manager

C. The Change Manager

D. The Information Security Manager

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Questions 11

Which of the following is MOST concerned with the design of new or changed services?

A. Change Management

B. Service Transition

C. Service Strategy

D. Service Design

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Questions 12

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A Service Change

B. A Change Model

C. A Pre-approved Change

D. A Change Advisory Board

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Questions 13

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

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Exam Code: CMS7
Exam Name: ITIL V3 Foundation
Last Update: Mar 17, 2024
Questions: 370
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