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Q:

The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes:
How many times should each stage of the cycle be visited?

A) There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement B) There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement
C) The entire cycle should be repeated multiple times to Implement Continual Improvement D) Each stage should be carried out once in the order Plan-Do-Check-Act

Answer:   D) Each stage should be carried out once in the order Plan-Do-Check-Act

Explanation:
Q:

How can an organization determine the effectiveness of the Service Level Management process?

A) By checking contracts with suppliers B) By measuring customer satisfaction
C) By defining service levels D) By reporting on all incidents
 
Answer & Explanation Answer: B) By measuring customer satisfaction

Explanation:
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Q:

 What does Mean Time to Repair (MTTR) mean?

A) Average uptime of a service B) Average downtime of a service
C) Average time between two consecutive incidents D) Average time of the breakdown-free period within a measured period
 
Answer & Explanation Answer: B) Average downtime of a service

Explanation:
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Q:

A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours? 

A) Availability Management B) Change Management
C) Configuration Management D) Service Level Management
 
Answer & Explanation Answer: B) Change Management

Explanation:
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Q:

 What is the meaning of the term Serviceability?

A) The degree of availability of the IT services that can be offered B) The degree of support that the Service Desk provides to the customer
C) The degree to which the provision of IT services can be supported by maintenance contracts D) The degree to which the services agreed in the Service Level Agreement (SLA) are complied with
 
Answer & Explanation Answer: C) The degree to which the provision of IT services can be supported by maintenance contracts

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Q:

 What is the difference between a process and a project?

A) A process is continuous and has no end date, whereas a project has a finite lifespan. B) A project is continuous and has no end date, whereas a process has a finite lifespan.
C) A process stops when the objective has been achieved, whereas a project does not stop when the objective is met. D) In a project the focus is not on the result, whereas with a process the result is important
 
Answer & Explanation Answer: A) A process is continuous and has no end date, whereas a project has a finite lifespan.

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