SDM 2002001020 NPO PDM Practice Exam
**Question 1. Which ITIL lifecycle stage focuses on defining the market and
financial aspects of a service?**
A) Service Design
B) Service Strategy
C) Service Transition
D) Service Operation
Answer: B
Explanation: Service Strategy defines the market, value proposition, and financial
models for services.
**Question 2. An SLA primarily defines what?**
A) Internal support team responsibilities
B) Customer expectations for service performance
C) Procurement processes for hardware
D) Documentation standards for code
Answer: B
Explanation: Service Level Agreements (SLAs) set measurable performance targets
that the service provider must meet for the customer.
**Question 3. In a Service Catalog, which type of service is listed?**
A) Retired services
B) Pipeline services under development
, SDM 2002001020 NPO PDM Practice Exam
C) Active services available to customers
D) All services ever created
Answer: C
Explanation: The Service Catalog contains only the services that are currently
offered to customers.
**Question 4. Which governance body is typically responsible for approving major
changes in ITSM?**
A) Change Advisory Board (CAB)
B) Incident Management Team
C) Service Desk
D) Configuration Management Database (CMDB)
Answer: A
Explanation: The CAB reviews and authorizes significant changes after assessing
risk and impact.
**Question 5. GDPR compliance in service delivery primarily addresses which
aspect?**
A) Network latency
B) Data privacy and protection
C. Hardware warranty periods
D) Software licensing costs
Answer: B
, SDM 2002001020 NPO PDM Practice Exam
Explanation: GDPR sets rules for how personal data must be handled, stored, and
protected.
**Question 6. CSAT surveys are used to measure what?**
A) System uptime percentages
B. Number of incidents resolved per month
C. Customer satisfaction with the service
D. Accuracy of the bill of materials
Answer: C
Explanation: CSAT (Customer Satisfaction) gauges how satisfied customers are
with the service they receive.
**Question 7. The Bill of Materials (BOM) is most closely associated with which
process?**
A. Incident detection
B. Product definition and documentation
C. Change advisory board meetings
D. Service level reporting
Answer: B
Explanation: The BOM lists all components required to build a product and is a
core part of product documentation.
, SDM 2002001020 NPO PDM Practice Exam
**Question 8. Which configuration item (CI) type would typically be stored in a
CMDB?**
A. Employee performance reviews
B. Network router hardware
C. Marketing campaign plans
D. Customer feedback forms
Answer: B
Explanation: A CMDB tracks hardware, software, and related configuration items
that affect service delivery.
**Question 9. Version control is essential for which of the following?**
A. Incident prioritization only
B. Tracking changes to software, firmware, and documentation
C. Defining service pricing models
D. Conducting root cause analysis (RCA)
Answer: B
Explanation: Version control records revisions to code, firmware, and
documentation, ensuring traceability.
**Question 10. What is the primary purpose of a Root Cause Analysis (RCA) in
Problem Management?**
A. To assign blame to a team member
B. To identify the underlying cause of recurring incidents
**Question 1. Which ITIL lifecycle stage focuses on defining the market and
financial aspects of a service?**
A) Service Design
B) Service Strategy
C) Service Transition
D) Service Operation
Answer: B
Explanation: Service Strategy defines the market, value proposition, and financial
models for services.
**Question 2. An SLA primarily defines what?**
A) Internal support team responsibilities
B) Customer expectations for service performance
C) Procurement processes for hardware
D) Documentation standards for code
Answer: B
Explanation: Service Level Agreements (SLAs) set measurable performance targets
that the service provider must meet for the customer.
**Question 3. In a Service Catalog, which type of service is listed?**
A) Retired services
B) Pipeline services under development
, SDM 2002001020 NPO PDM Practice Exam
C) Active services available to customers
D) All services ever created
Answer: C
Explanation: The Service Catalog contains only the services that are currently
offered to customers.
**Question 4. Which governance body is typically responsible for approving major
changes in ITSM?**
A) Change Advisory Board (CAB)
B) Incident Management Team
C) Service Desk
D) Configuration Management Database (CMDB)
Answer: A
Explanation: The CAB reviews and authorizes significant changes after assessing
risk and impact.
**Question 5. GDPR compliance in service delivery primarily addresses which
aspect?**
A) Network latency
B) Data privacy and protection
C. Hardware warranty periods
D) Software licensing costs
Answer: B
, SDM 2002001020 NPO PDM Practice Exam
Explanation: GDPR sets rules for how personal data must be handled, stored, and
protected.
**Question 6. CSAT surveys are used to measure what?**
A) System uptime percentages
B. Number of incidents resolved per month
C. Customer satisfaction with the service
D. Accuracy of the bill of materials
Answer: C
Explanation: CSAT (Customer Satisfaction) gauges how satisfied customers are
with the service they receive.
**Question 7. The Bill of Materials (BOM) is most closely associated with which
process?**
A. Incident detection
B. Product definition and documentation
C. Change advisory board meetings
D. Service level reporting
Answer: B
Explanation: The BOM lists all components required to build a product and is a
core part of product documentation.
, SDM 2002001020 NPO PDM Practice Exam
**Question 8. Which configuration item (CI) type would typically be stored in a
CMDB?**
A. Employee performance reviews
B. Network router hardware
C. Marketing campaign plans
D. Customer feedback forms
Answer: B
Explanation: A CMDB tracks hardware, software, and related configuration items
that affect service delivery.
**Question 9. Version control is essential for which of the following?**
A. Incident prioritization only
B. Tracking changes to software, firmware, and documentation
C. Defining service pricing models
D. Conducting root cause analysis (RCA)
Answer: B
Explanation: Version control records revisions to code, firmware, and
documentation, ensuring traceability.
**Question 10. What is the primary purpose of a Root Cause Analysis (RCA) in
Problem Management?**
A. To assign blame to a team member
B. To identify the underlying cause of recurring incidents
