ITIL Service Transition Question Pool

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50 questions

1 During which process is a service handed over to the service operation function?
Select ONE answer

  • a. Early life support (ELS)
  • b. Service transition
  • c. Change management
  • d. Release and deployment management
d

Explanation
ITIL Service Transition: 4.4.2 Scope of release and deployment management
Glossary Term: release and deployment management

2 Which of the following is NOT an objective of the change management process?
Select ONE answer

  • a. Respond to the customer's changing business requirements while maximizing value and reducing incidents, disruption and re-work.
  • b. Ensure that there is knowledge transfer to enable the customers and users to optimize their use of the service to support their business activities.
  • c. Respond to the business and IT requests for change that will align the services with the business needs
  • d. Ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
b

Explanation
ITIL Service Transition: 4.2.1 Purpose and objectives of incident management
Glossary Term: change management

3 Which of the following is the BEST definition of a request for change (RFC)?
Select ONE answer

  • a. The addition, modification or removal of anything that could have an effect on IT services
  • b. A formal proposal for a change to be made
  • c. A record containing details of a change
  • d. The implementation of a modified component in the live or test environment
b

Explanation
ITIL Service Transition: 4.2.4.4 Changes, RFCs and change records
Glossary Term: request for change (RFC)

4 Which of the following BEST describes the definitive media library (DML)?
Select ONE answer

  • a. An area set aside for the secure storage of definitive hardware spares
  • b. Secure storage for assets no longer in active service
  • c. A secure library for authorized versions of software
  • d. Attributes of all authorized software versions and their relationships.
c

Explanation
ITIL Service Transition: 4.3.4.4 Asset Management
Glossary Term: definitive media library (DML)

5 Which process works with change management specifically to ensure that only authorized components are used and only authorized changes are made?
Select ONE answer

  • a. Release and deployment management
  • b. Service asset and configuration management (SACM)
  • c. Change evaluation
  • d. Service validation and testing
b

Explanation
ITIL Service Transition: 4.3.1 Purpose and objectives of service asset and configuration management
Glossary Term: Service asset and configuration management (SACM)

6 Which process specifically ensures that releases into controlled environments and operational use are formally authorized?
Select ONE answer

  • a. Release and deployment management
  • b. Service asset and configuration management (SACM)
  • c. Change management
  • d. Service validation and testing
b

Explanation
ITIL Service Transition: 4.3.2 Score of service asset and configuration management
Glossary Term: Service asset and configuration management (SACM)

7 Which of the following items should be part of a service knowledge management system (SKMS)?
1. Cost models
2. The service portfolio
3. Continual service improvement (CSI) register
4. Service continuity invocation procedure
Select ONE answer

  • a. 1,2 and 3 only
  • b. 2,3 and 4 only
  • c. 2 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.7.4.3 The service knowledge management system
Glossary Term: service knowledge management system (SKMS)

8 What is the difference between a standard change and a normal change?
Select ONE answer

  • a. A standard change is classified as minor, major or significant and follows specified work instructions. A normal change is anything that is not a standard or emergency change.
  • b. A normal change is pre-authorized, low-risk, common change which follows specific work instructions. A standard change is anything that is not a normal or emergency change.
  • c. A standard change is pre-authorized, low-risk, common change which follows specified work instructions. A normal change is anything that is not a standard or emergency change.
  • d. A standard change is a change change that must be implemented as soon as possible. A normal change is anything that is not a standard or major change.
c

Explanation
ITIL Service Transition: 4.2.4.3 Types of change request
Glossary Term: standard change

9 What is the purpose of the transition planning and support process?
Select ONE answer

  • a. To provide a consistent and standardized means of determining the performance of a service change.
  • b. To ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where required.
  • c. To provide overall planning for service transitions and to coordinate the resources that they require
  • d. To control the lifecycle for all changes, enabling beneficial changes to be made with minimum disruption to IT services
c

Explanation
ITIL Service Transition: 4.1.1 Purpose and objectives of transition planning and support
Glossary Term: transition planning and support

10 Which body or role exists to support the authorization, assessment, prioritization and scheduling of changes?
Select ONE answer

  • a. Change manager
  • b. Generic process role
  • c. Project board
  • d. Change advisory board (CAB)
d

Explanation
ITIL Service Transition: 4.2.5.10 Change advisory board (CAB)
Glossary Term: Change advisory board (CAB)

11 Which phase of the release and deployment management process is responsible for checking the release package into the definitive media library (DML)?
Select ONE answer

  • a. Review and close
  • b. Deployment
  • c. Build and test
  • d. Planning
c

Explanation
ITIL Service Transition: 4.4.5
Glossary Term: release and deployment management

12 What are the four phases of release and deployment management?
Select ONE answer

  • a. Planning, build and test, deployment, review and close
  • b. Design, transition, early life support (ELS), review and close
  • c. Design planning, build and test, ELS, review and close
  • d. Planning, build and test, ELS, review and close
a

Explanation
ITIL Service Transition: 4.4.5
Glossary Term: release and deployment management

13 The purpose of which process is to share perspectives, ideas, experience and information?
Select ONE answer

  • a. Knowledge management
  • b. Service desk
  • c. Design coordination
  • d. IT operations management
a

Explanation
ITIL Service Transition: 4.7.1
Glossary Term: knowledge management

14 What is submitted before chartering new or changed services of significant cost, risk and impact? And why?
Select ONE answer

  • a. Change records are submitted to track all the information regarding the service change
  • b. Change proposals are submitted in order to ensure that potential conflicts for resources or other issues are identified
  • c. Requests for change (RFCs) are submitted to manage the change through its lifecycle
  • d. Corresponding incident and problem records linked to the change records are submitted to ensure that the changes are correcting the issues related to services.
b

Explanation
ITIL Service Transition: 4.2.4.6
Glossary Term: change proposal

15 Knowledge management is typically displayed withing a structure. What are the elements of this structure?
Select ONE answer

  • a. Data-Information-Reporting-Decisions
  • b. Metrics-Measurement-Key performance indicators (KPIs)-Critical success factors (CSFs)
  • c. Data-Information-Knowledge-Wisdom (DIKW)
  • d. Plan-Do-Check-Act (PDCA)
c

Explanation
ITIL Service Transition: 4.7.4.2
Glossary Term: knowledge management

16 Which of the following should be included in the scope of change management?
1. Architectures
2. Processes
3. Tools
4. Metrics
5. Documentation
Select ONE answer

  • a. 1,2 and 5 only
  • b. 2 and 5 only
  • c. None of the above
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.2.2
Glossary Term: change management

17 Which of the following are examples of an emergency change?
1. Resolution of a major incident
2. Operational repair
3. Implementation of a security patch
Select ONE answer

  • a. 3 only
  • b. 1 and 3
  • c. 1 only
  • d. 1, 2 and 3
d

Explanation
ITIL Service Transition: 4.2.4.3
Glossary Term: emergency change

18 With respect to the relationship between the service knowledge management system (SKMS) and the configuration management system (CMS), which of the following statements is true?
1. The CMS is part of the SKMS
2. Some configuration items (CIs), such as service level agreements (SLAs), are part of the SKMS.
3. Configuration records are stored as CIs in the configuration management database (CMDB) of the CMS
4. Other CIs such as users are stored outside of the SKMS
Select ONE answer

  • a. 2 and 4 only
  • b. 1,2 and 3 only
  • c. 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.3.4.3
Glossary Term: service knowledge management system (SKMS)

19 If a change is needed urgently, because of poor planning or sudden changes in business requirements, this should be treated as:
Select ONE answer

  • a. A business change
  • b. A standard change
  • c. An emergency change
  • d. A normal change
d

Explanation
ITIL Service Transition: 4.2.5.11
Glossary Term: normal change

20 The configuration management system (CMS) may contain which of the following types of information?
1. Incident
2. Employee
3. Supplier
4. Known error
Select ONE answer

  • a. 1, 2 and 4 only
  • b. 2 and 3 only
  • c. 1 and 2 only
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.3.4.3
Glossary Term: configuration management system (CMS)

21 Which of the following are objectives of transition planning and support?
1. Identify, manage and control risks
2. Ensure that all parties adopt the common framework of standard re-usable processes and supporting systems.
3. Establish new or changed services into supporting environments within the predicted cost, quality and time estimates
Select ONE answer

  • a. 1 only
  • b. 1 and 3 only
  • c. 2 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.1.1
Glossary Term: transition planning and support

22 The service knowledge management system (SKMS) has a logical hierarchy in its structure. Which of the following CORRECTLY describes this?
Select ONE answer

  • a. Data, information, knowledge, wisdom
  • b. Data, knowledge, information, decision
  • c. Information, data, knowledge, decision
  • d. Knowledge, Information, decision, wisdom
a

Explanation
ITIL Service Transition: 4.7.4.3
Glossary Term: service knowledge management system (SKMS)

23 A configuration record is described as which of the following?
Select ONE answer

  • a. A set of tools that are used to manage assets
  • b. Any resource or capability that could contribute to a service
  • c. A service asset that needs to be managed
  • d. A set of attributes and relationships about a configuration item (CI)
d

Explanation
ITIL Service Transition: 4.3.4.2
Glossary Term: configuration record

24 Which of the following is NOT an example of the value service transition provides to the business?
Select ONE answer

  • a. Meet security policy by ensuring IT services will be accessed only by those authorized to use them
  • b. Ensure that new or changed services will be maintainable and cost-effective
  • c. Increase confidence that a new service can be delivered to specification
  • d. Improve control of service assets
a

Explanation
ITIL Service Transition: 1.1.4

25 Which policy defines the following?
1. The exit and entry criteria of the release
2. The authority for acceptance of the release into each service transition stage
3. The authority and acceptance of the release of the release into the controlled test, training, disaster recovery and other supported environments.
Select ONE answer

  • a. Service transition policy
  • b. Service design policy
  • c. Change policy
  • d. Release policy
d

Explanation
ITIL Service Transition: 4.1.4.2

26 Every standard change should have a change model which defines:
1. Steps to follow
2. How the change should be logged
3. How the change should be implemented
4. Suggested change advisory board (CAB) participants
Select ONE answer

  • a. 1, 2 and 3
  • b. 2 and 3
  • c. 1 only
  • d. All of the above
a

Explanation
ITIL Service Transition: 4.2.4.7
Glossary Term: standard change

27 Which of the following about configuration items (CIs) does the configuration management system (CMS) hold?
Select ONE answer

  • a. All information that is needed for the service management knowledge system (SKMS)
  • b. All component level details for hardware
  • c. All information designated in scope
  • d. All information for components classified as assets
c

Explanation
ITIL Service Transition: 4.3.4.3
Glossary Term: configuration management system (CMS)

28 How are major changes that involve significant cost, risk or impact to the organization usually initiated?
Select ONE answer

  • a. Through service portfolio management (SPM) with a change proposal
  • b. Through service catalogue management with a change record
  • c. Through service catalogue management with a change proposal
  • d. Through service strategy with a business case
a

Explanation
ITIL Service Transition: 4.2.4.6
Glossary Term: change proposal

29 Which of the following are characteristics of the information held withing the configuration management system (CMS)?
Select ONE answer

  • a. The information is primarily financial about the assets, their value and their use
  • b. The information is securely stored within the definitive media library (DML) and only accessed by release and deployment management when necessary.
  • c. The information is accessed by the service desk only to correctly prioritize incidents
  • d. The information includes details of how the assets have been configured and the relationships between the assets
d

Explanation
ITIL Service Transition: 4.3.1
Glossary Term: service asset and configuration management (SACM)

30 Which of the following is included in a change model?
1. Steps that should be taken to handle the change
2. Timescales and thresholds
3. Escalation procedures
Select ONE answer

  • a. 1 only
  • b. 1 and 3 only
  • c. 3 only
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.2.6.5
Glossary Term: change model

31 Which of the following is the CORRECT definition of a configuration item (CI)?
Select ONE answer

  • a. Any resource or capability that could contribute to the delivery of a service
  • b. A service asset that needs to be managed in order to deliver an IT service
  • c. A set of attributes and relationships that deliver a service
  • d. A set of tools and databases that define relationships within a service
b

Explanation
ITIL Service Transition: 4.3.4.2
Glossary Term: configuration item (CI)

32 What is the purpose of change management?
Select ONE answer

  • a. To manage the build and test of new or changed IT services into live operations
  • b. To manage the transition of new or changed services into live operations
  • c. To control the lifecycle of all changes, enabling beneficial changes to be made within minimum disruption to IT services
  • d. To reduce the number of failed changes introduced into live operations
c

Explanation
ITIL Service Transition: 4.2.1
Glossary Term: change management

33 In order to manage customer and stakeholder expectations about planned releases, which of the following is an example of how releases should be defined?
Select ONE answer

  • a. Big bang, phased and staggered
  • b. Services, component, process
  • c. Normal, standard and emergency
  • d. Minor, major and emergency
d

Explanation
ITIL Service Transition: 4.1.4.2
Glossary Term: release

34 Which of the following is NOT included in the structure of a definitive media library (DML)?
Select ONE answer

  • a. Naming convention for file store areas
  • b. Security arrangements for submitting changes
  • c. Audit procedures
  • d. Service level agreement (SLA)
d

Explanation
ITIL Service Transition: 4.3.4.4
Glossary Term: definitive media library (DML)

35 Which of the following are critical elements of a standard change?
Select ONE answer

  • a. Has a defined trigger to initiate the change. Well-known, documented and proven tasks. Pre-authorized, well understood, low risk
  • b. Automated triggers to initiate and document the change. Well-known and understood impact and authorization requirements. Low impact, urgency, and scheduling priority.
  • c. Identified as being minor, major or significant. Requires remediation planning and often requires a change proposal
  • d. Identified as being normal, low risk and not an emergency change. Requires change advisory board (CAB) authorization. Has predefined steps to follow to carry out the change.
a

Explanation
ITIL Service Transition: 4.2.4.7
Glossary Term: standard change

36 What comes from providing context to data and is typically stored in a semi-structured format such as documents, email and multimedia?
Select ONE answer

  • a. Metrics
  • b. Information
  • c. Knowledge
  • d. Reports
b

Explanation
ITIL Service Transition: 4.7.4.2
Glossary Term: knowledge management

37 What is the difference between a request for change (RFC) and a change record?
Select ONE answer

  • a. RFCs are used to communicate the decisions of change management. A change record is the mechanism used to submit requests.
  • b. RFCs are used to submit requests. A change record contains all the required information about a change.
  • c. RFCs are any addition, modification or removal of an IT service or any of its components. A change record holds all of the details about the change.
  • d. A change record is a mechanism used to submit change requests. An RFC contains all the required information about a change.
b

Explanation
ITIL Service Transition: 4.2.4.4
Glossary Term: change record

38 Which of the following processes is a whole-lifecycle process, relevant to all lifecycle stages?
Select ONE answer

  • a. Design coordination
  • b. Knowledge management
  • c. Service desk
  • d. Incident management
b

Explanation
ITIL Service Transition: 4.7.2
Glossary Term: knowledge management

39 Which is the BEST definition of remediation planning?
Select ONE answer

  • a. Planning the actions to be taken to recover after a failed change or release
  • b. Documenting workarounds for known issues in new or changed services to be included in the knowledge management database
  • c. Part of the procedure required to properly fill out a change request
  • d. Change deployment planning that is conducted by the change advisory board (CAB) or emergency change advisory board (ECAB) during impact assessment of the change

Explanation
ITIL Service Transition:
Glossary Term:

40 What is the process responsible for controlling the assets required to deliver services and ensuring that accurate and reliable information about those assets is available?
Select ONE answer

  • a. Change management
  • b. Service asset and configuration management (SACM)
  • c. Release and deployment management
  • d. The asset register
b

Explanation
ITIL Service Transition: 4.3.1
Glossary Term: service asset and configuration management (SACM)

41 To which service lifecycle stage do the following value statements belong?
1. Results in a high volume of successful change
2. Improves control of service assets and configurations
3. Enables projects to estimate the cost, timing, resource requirement and risks more accurately
Select ONE answer

  • a. Service operation
  • b. Continual service improvement (CSI)
  • c. Service transition
  • d. Service design
c

Explanation
ITIL Service Transition: 1.1.4
Glossary Term: service operation

42 Which of these should be included in a release policy?
1. How the baseline is captured
2. Unique identification
3. Roles and responsibilities at each stage
4. The mechanism to automate the build
Select ONE answer

  • a. 1, 3 and 4
  • b. 1 and 3 only
  • c. 1, 2 and 3
  • d. All of the above
d

Explanation
ITIL Service Transition: 4.1.4.2 Release
Glossary Term: release

43 Which process is responsible for delivering the new functionality required by the business while protecting the integrity of existing services?
Select ONE answer

  • a. Service portfolio management (SPM)
  • b. Release and deployment management
  • c. The change advisory board (CAB)
  • d. Service asset and configuration management (SACM)
b

Explanation
ITIL Service Transition: 4.4.1
Glossary Term: release and deployment

44 What is the scope of service asset and configuration management (SACM)?
Select ONE answer

  • a. Management of the complete lifecycle of every configuration item (CI)
  • b. Authorization of changes to assets in the live environment
  • c. Management of planned, live and retired CIs
  • d. Change control of all related CIs
a

Explanation
ITIL Service Transition: 4.3.2
Glossary Term: service asset and configuration management (SACM)

45 Which process has the objectives to gather, analyse, store, share, use and maintain knowledge, information and data throughout the service provider organization?
Select ONE answer

  • a. Service desk
  • b. Supplier management
  • c. Knowledge management
  • d. Service asset and configuration management (SACM)
c

Explanation
ITIL Service Transition: 4.7.1
Glossary Term: knowledge

46 Which is the BEST definition of a change?
Select ONE answer

  • a. The addition, modification or removal of anything that could have an effect on IT services
  • b. The modification of any configuration item (CI) in the live environment
  • c. The successful implementation of a new or modified IT service
  • d. The implementation of a modified component in the live or test environment
a

Explanation
ITIL Service Transition: 4.2.4.4
Glossary Term: change

47 Which phase of release and deployment management starts with change management authorization to deploy the release package to one or more target environments and ends with handover to the service operation function and early life support (ELS)?
Select ONE answer

  • a. Change authorization
  • b. Bust and test
  • c. ELS
  • d. Deployment
d

Explanation
ITIL Service Transition: 4.4.5 Process
Glossary Term: release and deployment management

48 Which of the following is transition planning and support NOT responsible for?
Select ONE answer

  • a. Maintaining policies, standards and models for service transition activities and processes
  • b. Detailed planning of the build, test and deployment of individual changes or releases
  • c. Planning the budget and resources needed to fulfil future requirements for service transition
  • d. Ensuring that service transition is coordinated with programme and project management, service design and service deployment activities
b

Explanation
ITIL Service Transition: 4.1.2 Scope
Glossary Term: transition planning and support

49 When should the emergency change procedure be used?
Select ONE answer

  • a. A previous change has failed and there is a need to remedy this quickly
  • b. A previous change has caused several incidents to occur
  • c. The change is intended to repair an error in an IT service that is negatively impacting the business to a high degree
  • d. A change is required to meet an immediate change in business demand and need.
c

Explanation
ITIL Service Transition: 4.2.5.11
Glossary Term: emergency change

50 Which of these is the BEST definition of a change record?
Select ONE answer

  • a. The addition, modification or removal of anything that could have an effect on IT services
  • b. A formal proposal for a change to be made
  • c. A record containing details of a change
  • d. A mechanism used to submit requests
c

Explanation
ITIL Service Transition: 4.2.4.4 Changes
Glossary Term: change record

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