SERVICE TRANSITION

1. Which of the following is NOT a purpose of Service Transition?

A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
2. Which of the following statements BEST describes a Definitive Media
Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items
(CIs) are stored and protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are
stored and protected
3. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
4. The group that authorises Changes that must be installed faster than the
normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
5. Which of the following statements BEST describes the aims of Release and
Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service
Design and that will accomplish the stakeholders requirements and deliver the
intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of
related assets and service components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed,
tested, verified and/or uninstalled or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed
service
6. Which process is responsible for recording relationships between service
components?
A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
7. A single Release unit, or a structured set of Release units can be defined
within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
8. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of
all Changes

C.All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management System (CMS)
D.All budgets and expenditures are accounted for
9. Which stage of the Service Lifecycle is MOST concerned with defining
policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
10. Which of the following are benefits that implementing Service Transition
could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
11. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
12. Which of the following is the CORRECT description of the Seven R's of
Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent
Change
D.A definition of the roles and responsibilities required for Change Management
13. The left-hand side of the Service V Model represents requirements and
specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management
implementation
14. What is the main reason for establishing a baseline?
A. To standardize operation
B. For knowing the cost of services provided
C. For roles and responsibility to be clear
D. For later comparison
15. Which of the following statements is CORRECT?
1. Only one person can be responsible for an activity
2. Only one person can be accountable for an activity
A. All of the above
B. 1 only
C. 2 only
D. None of the above
16. The goal of Service Asset and Configuration Management is to?

A. Account for all financial assets of the organization

B. Provide a logical model of the IT infrastructure, correlating IT services and different
IT components needed to deliver the services
C. Build service models to justify the ITIL implementations
D. Implement ITIL across the organization
17. The following options are considered within which process?
1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual
A. Incident Management
B. Release and Deployment Management
C. Service Asset and Configuration Management
D. Service Catalogue Management
18. Which of the following statements about Supplier Management is
INCORRECT?
A. Supplier Management negotiates internal and external agreements to support the
delivery of services
B. Supplier Management ensures that suppliers meet business expectations
C. Supplier Management maintains information in a Supplier and Contracts Database
D. Supplier Management should be involved in all stages of the service lifecycle, from
Strategy through Design and Transition to Operations and Improvement
19. The main objective of Availability Management is?
A. To monitor and report availability of services and components
B. To ensure that all targets in Service Level Agreements (SLAs) are met
C. To guarantee availability levels for services and components
D. To ensure that service availability matches or exceeds the agreed needs of the
business
20. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
A. 1, 2, 3 and 4 only
B. 1, 2, 4 and 5 only
C. 1, 3, 4 and 5 only
D. All of the above
21. A Service Level Package is best described as?
A. A definite level of utility and warranty associated with a core service package
B. A description of customer requirements used to negotiate a Service Level Agreement
C. A description of the value that the customer wants and for which they are willing to
pay
D. A document showing the Service Levels achieved during an agreed reporting period
22. The ITIL V3 core is best described as?
A. An Operations Lifecycle
B. An IT Management Lifecycle
C. A Service Lifecycle
D. An Infrastructure Lifecycle
23. Which aspect of Service Design is missing from the list below?
1. The design of services
2. The design of Service Management systems and tools

3. The design of technology architecture and management systems

4. The design of the processes required
5. ?
A. The design of Functions
B. The design of Service Level Agreements
C. The design of applications
D. The design of measurement systems, methods and metrics
24. Which of the following are objectives of the Release and Deployment
Management process?
1. To ensure there are clear release and deployment plans
2. To ensure that skills and knowledge are transferred to operations and support staff
3. To ensure there is minimal unpredicted impact on production services
4. To provide cost justifiable IT capacity that is matched to the needs of the business
A. 1, 2 and 3 only
B. All of the above
C. 1 and 3 only
D. 1, 3 and 4 only
25. Which of the following areas would technology help to support during the
Service Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and Deployment technology
4. Process Design
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
26. The objective of Service Asset and Configuration Management is most
accurately described as?
A. To understand the performance characteristics of assets and Configuration Items
(CIs) in order to maximize their contribution to service levels
B. To manage service assets and CIs from an operational perspective
C. To ensure that assets and CIs deliver the business outcomes they were designed to
achieve
D. To define and control the components of services and infrastructure and maintain
accurate configuration records

ANSWERS SERVICE TRANSITION

1-B
2-B
3-A
4-B
5-A
6-C
7-C
8-D
9-C
10-C
11-C
12-A
13-A
14-D
15-C
16-B
17-B
18-A
19-D
20-C
21-A
22-C
23-D
24-A
25-A
26-D