ITPEC FE Service Management Questions with Answers

Service Management

28 questions · Fundamental Engineering

Apr 2026 · Question 44

As for the activities in capacity management to estimate a service’s capacity, capability, and performance, which of the following is trend analysis?

a)Creating a model that accurately reflects the current performance, as the first phase of modelingb)Generating simulated transactions and predicting the response time and throughput of a servicec)Understanding the chronological usage of a specific resource and predicting usage changes in the futured)Using mathematical techniques, such as queueing theory, and predicting the response time and throughput of a service

Oct 2025 · Question 43

IT services are provided under the conditions in the SLA shown below. What is the maximum number of hours of downtime in a month that can satisfy the SLA?

[Conditions in the SLA]

•Number of business days per month: 30
•Service hours: 7 AM to 11 PM on business days
•Agreed availability: 99% or more
•Maintenance time can be ignored.

a)1.2b)3.0c)4.8d)7.2

Oct 2025 · Question 44

Which of the following is an appropriate description of the relationship between a record of an incident and a record of a problem in IT service management?

a)A cross-reference to the incident that triggered the problem is included in the record of the problem.b)If known errors have been identified at the time of ending the record of the problem, the record of the incident that triggered the record of the problem is deleted.c)One (1) problem record is always associated with one (1) incident record.d)Problems are classified and recorded by a different criterion from the classification of incidents.

Apr 2025 · Question 43

An IT service is provided under the conditions below. What is the maximum downtime in hours that satisfies the SLA during a service period of one (1) month? Here, the number of business days in one (1) month is 30, and no maintenance or other scheduled downtime of the service is performed during the service period.

[Conditions of the SLA]

•The service period is from 8:00 AM to 10:00 PM on business days.
•The availability should be 99.5% or more.

a)0.3b)2.1c)3.0d)3.6

Apr 2025 · Question 44

Which of the following should be accomplished in service management concerning Maximum Tolerable Downtime (MTD), Recovery Point Objective (RPO), and Recovery Time Objective (RTO)?

a)MTD < RPOb)MTD < RTOc)RPO < MTDd)RTO < MTD

Oct 2024 · Question 43

Which of the following is a requirement for service level management?

a)A capacity plan is created, implemented, and maintained while human, technical, informational, and financial resources are considered.b)A service catalog and SLA are created for the service to be provided, and they are agreed upon with the customer.c)Costs are monitored and reported against the budget; the financial forecasts are reviewed, and costs are managed.d)Risks to service continuity and availability of services are assessed and documented.

Oct 2024 · Question 44

A device that operates 24 hours a day, 360 days a year has an MTBF value of 1,440 hours. Which of the following is the average number of failures for this device for 360 days? Here, the result is rounded to the closest whole number, and the MTTR of the device is ignored.

a)3b)6c)9d)12

Apr 2024 · Question 43

In ITIL 2011 edition, which of the following is the appropriate order for the service lifecycle stages?

a)Service design → Continual service improvement → Service strategy → Service operation → Service transitionb)Service design → Service strategy → Service operation → Service transition → Continual service improvementc)Service strategy → Service design → Service operation → Service transition → Continual service improvementd)Service strategy → Service design → Service transition → Service operation → Continual service improvement

Apr 2024 · Question 44

In IT service management, which of the following is an activity performed for the management of incidents and service requests?

a)Evaluating if customer satisfaction with the service desk meets the agreed service targets and performing a review to identify improvement opportunitiesb)Examining measures wherein the amount of free space on a disk is near its thresholdc)Investigating the impact of changes made to a programd)Receiving a failure report from a user and checking to see if it corresponds to a known error

Oct 2023 · Question 55

Which of the following is an appropriate policy for creating an SLA?

a)Setting a compensation as a penalty for every item that has a service levelb)Setting a service level for every item that can be taken into considerationc)Setting a service level that is maintained into the future without any changesd)Setting a service level under the cost and needs of a service provider and its customers

Oct 2023 · Question 57

In IT service management, which of the following is a problem management activity that is performed proactively?

a)Analyzing the occurrence trend of incidents and proposing measures that prevent an incident from occurring in the futureb)Classifying problems that have been detected and recorded, and setting the response priorityc)Evaluating the effectiveness of a resolution to a critical problemd)Monitoring whether an incident occurs again or not for a certain period of time after the problem is resolved

Apr 2023 · Question 56

When an IT service is discontinued, it is important to comprehensively identify the assets that were used and appropriately remove or free surplus assets. Which of the following is an event that may occur due to mistaken removal of assets that should remain, but does not occur because of the removal of assets that should be removed?

a)Occurrence of incidents involving other IT services that share assets with the discontinued IT serviceb)Overpaying software or hardware maintenance chargesc)Wasting money on software licensesd)Wasting space that becomes unused on magnetic disks

Apr 2023 · Question 58

Which of the following is an appropriate description concerning system operation?

a)Disconnecting failed components to continue the system’s more important functions is called fall back operation.b)Re-executing a program using data recorded at a checkpoint is called rebooting.c)Recording transactions for the purpose of restoring a database to its condition prior to changes is called data logging.d)Regularly saving files to another recording media for the purpose of restoration in the event of failure is called restoring.

Apr 2023 · Question 60

When an information system department enters data sheets issued by a business operations department, which of the following is an appropriate task executed by the information system department?

a)The data sheets are retained in the information system department until the due date for processing, and the number of sheets received is checked and confirmed just before the due date.b)To enable the business operations department to check the processing results of each data sheet, the processing results list is sent to that department.c)To prevent unauthorized use or leakage of confidential information, data sheets are disposed of immediately after data entry is completed.d)When the data sheet contains an obvious error, the data sheet is corrected, and an entry is made at the discretion of the person in charge of data entry.

Oct 2022 · Question 58

When a business continuity plan (BCP) is developed given the possibility of a system failure, which of the following is the item that is implemented as part of business impact analysis?

a)Collectively educating the concerned persons about the alternate procedures and recovery procedures during an information system failureb)Determining the maximum allowable downtime for the information systemc)Executing a test to verify the effectiveness of BCPd)Revising the contents of the BCP given changes in the internal and external environment of the information system

Apr 2022 · Question 57

In the capacity management process of IT service management, which of the following is an appropriate precaution to observe when the utilization of an online system’s capacity is monitored?

a)Focus only on the maximum value of performance data in each time interval and check deviation from the management limit.b)Measure the performance during offline hours to avoid a decline in service level during online hours.c)Monitor multiple measurement items such as response time and CPU utilization on a regular basis.d)Record incidents concerning capacity and performance.

Apr 2022 · Question 58

In IT service management, which of the following is the most appropriate functional organization that provides a single point of contact and tries to rapidly restore normal service operations to users?

a)Service deskb)Service managementc)Service providerd)Supplier

Apr 2021 · Question 57

In IT service management, which of the following is handled by incident management?

a)Inquiry regarding the function or usage of the IT service or systemb)Long delay in an application responsec)Request for providing the IT service to a new business sited)Request for training of recruits on the IT service

Apr 2021 · Question 58

When the PDCA methodology is applied to a service management system, which of the following corresponds to Act?

a)Establishing, documenting, and agreeing the service management systemb)Implementing and operating the service management system for the design, transition, delivery, and improvement of servicesc)Monitoring, measuring, and reviewing the service management system and services against the policies, objectives, plans, and service requirements, and reporting the resultsd)Taking actions to continually improve the performance of the service management system and services

Oct 2021 · Question 55

Which of the following corresponds to benchmarking in process improvement of service management?

a)The availability, reliability, and performance are measured at the service level, and a report is sent to the customers.b)The current status of IT service management is analyzed from the viewpoint of strengths, weaknesses, opportunities, and threats.c)The performance of IT services is measured from the viewpoint of finance, customers, internal processes, and learning and growth, and strategic activities are supported.d)The service quality and performance level are evaluated in comparison with the best practices within and outside the industry.

Apr 2020 · Question 55

In ITIL, the reduction in the index value expressing maintainability is cited as an example of a key performance index (KPI) in availability management. Which of the following corresponds to such an index?

a)Mean time between failuresb)Mean time between service incidentsc)Mean time to restore serviced)Number of interruptions in a certain period of time

Apr 2020 · Question 57

Which of the following is an effective means of protecting an information system from the damage from over-voltage that occurs because of a lightning strike?

a)Connecting the communication cable and the computer through a surge protection device (SPD)b)Digitalizing the control circuit of electric power facilitiesc)Installing a private power generatord)Splitting the communication wire into two (2) systems that have different paths

Oct 2019 · Question 56

IT services are provided under the following conditions in the SLA. What is the maximum number of hours of downtime in a month that can satisfy the SLA?

[Conditions of the SLA]

The number of business days per month is 30.

The service hours are from 7 AM to 11PM o'clock on a business day.

The required availability is 99% or more.

Other required time, such as maintenance time, can be ignored.

a)1.2b)3.0c)4.8d)7.2

Oct 2019 · Question 58

Among the structures and the characteristics of a service desk organization, which of the following is a description of a local service desk?

a)By locating a service desk near the users, it is possible to provide support for users who speak different languages or come from different cultures, and to provide support for VIPs by dedicated staff.b)By using communication technology, services can be provided as if they were provided from a single service desk, even when service staff are dispersed across multiple regions or departments.c)Service staff can efficiently be deployed, or a large number of calls can be handled by concentrating service desks at a single site or at limited locations.d)Well-controlled services can be provided by centrally integrating and managing all staff, including those at dispersed locations.

Oct 2018 · Question 56

When the development department and operations department of a system are organized separately, which of the following is an appropriate method of smoothly and effectively proceeding with the design and migration of a new service that needs system development?

a)After the completion of the operational test, the development department explains the system specifications and operation methods to the operations department.b)The development department conducts operational test, creates the operation manuals, and passes them over to the operations department.c)The operational test is conducted only by the operations department without the support of the development department.d)The operations department also participates actively in the extraction of requirements concerning the system operations.

Apr 2018 · Question 55

According to the ITIL 2011 edition, which of the following is an appropriate stage of the service life cycle where a service provider builds and deploys new or modified services?

a)Service designb)Service operationc)Service strategyd)Service transition

Apr 2018 · Question 56

ISO/IEC 20000-1:2011 requires the application of the methodology known as “Plan-Do-Check-Act” (PDCA) to all parts of the Service Management System (SMS) and the services. Which of the following is an activity that is included as a plan in SMS?

a)Conducting management reviews at planned intervals, and maintaining their recordsb)Creating a framework of authorities, responsibilities, and process rolesc)Creating a plan for approved improvements, and implementing and reporting the improvementsd)Implementing and operating SMS through allocation and management activities of funds and budgets

Apr 2018 · Question 57

According to the ISO/IEC 20000-1:2011, which of the following is a control process that includes the identification, control, recording, tracking, reporting and verification of CI and the management of CI information in the CMDB?

a)Capacity managementb)Change managementc)Configuration managementd)Release and Deployment management