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79 Cards in this Set
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1. Theprimary rule of service transition is that: a) Governance is created around servicecontracts b) All changes to the I.T. infrastructure follow a specific set of guidelines c) Services change slowly and in a controlled manner d) There are service pathways for escalating important service changes |
B All changes to the I.T. infrastructure follow aspecific set of guidelines |
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2. Which are the missing Service Transition processes from the following? 1. TransitionPlanning 2. Change management 3. SACM – service asset and configurationmgt.4. Release and deployment 5. Service validation and testing 6. ? 7. ? a) Service Evaluation andService knowledge Management b) Service Evaluation and Service Measurement c) Service Design and Service knowledge management d) Service Evaluation and Service LevelManagement |
a) Service Evaluation and Service knowledge Management |
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3. Whichof the following is NOT an ITIL release definition criteria? a) Naming conventions that distinguish release types b) Roles and responsibilities for a release c) Release frequency d) Test results by release number |
d) Test results by release number |
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4. Ifa given change is said to have a major impact: a) The change goes directlyinto the CMDB with the approval (rushed) of the change manager b) The change cannot go intothe CMDB c) The change must be heardand approved at the Change Advisory Board meeting d) The change must be approved by the CAB andsenior level IT management |
d) The change must be approved by the CAB and senior level IT management |
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5.Which of the following best describes the “Raised By” Item on the 7 Rs ofChange Management? a) Who raised the change b) What other configurationitems raised the change c) Who escalated the change status d) What other changes couldraise the risk of implementing the change |
a) Who raised the change |
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6. Which of thefollowing is NOT typically included in a CAB meeting agenda. a) Evaluationsof minor impact changes b) RfCs whichmust be assessed by the members of the CAB c) Open andclosed changes d) Evaluationsof past changes |
a) Evaluations of minor impact changes |
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7. Which of the following is considered an external configuration item? a) A departmental project resourcing plan b) A distributed database c) A clientspecification d) A federated database |
c) A client specification |
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8. Looking for bugs that used to work but were introducedby recent changes would be covered during? a. regressiontesting b. integration testing c. unit testing d. acceptance testing |
a. regression testing |
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9. Whatis NOT a challenge to establishing effective Service Transition? a) Ensuring that all change activity is driven through Service Transition. b) Balancing the evolving needs of the business against the need to protect live services (i.e. being responsive while maintaining suitable protection). c) Integrating with development and project lifecycles which traditionally are independent. d) Having the appropriate authority and empowerment to execute the processes as defined. e) None of the Above |
e) None of the Above |
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10.Which is NOT correct about a SLA? a. It can be service based b. It can be customer based c. It represents an agreement d. It is an offering |
d. It is an offering |
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11.What is the CMDB used for in Configuration Management? a. A management board b.A software tool c. A process applied in ConfigurationManagement d. A repository that acts as a database for information tech (IT) installations |
d. A repository that acts as a database for information tech (IT) installations |
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12.Which of the following is NOT a goal of service transition? a. To support changing business processes. b. To respond to necessary improvements tostabilize changing IT infrastructure. c. To make changes for the benefit of thedeveloper. d. To ensure services meets agreed-upon specifications. |
c. To make changes for the benefit of thedeveloper. |
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13.The priority of an Incident refers to: a. The relative importance ofthe Incident based on impact and urgency b. The speed with which the Incident needs to be resolved c. The number of staff that will be assigned to work on the Incident so that it isresolved in time d. The escalation path that will be followed to ensure resolution of the incident |
a. The relative importance of the Incident based on impact and urgency |
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14. Which are the missing Service Operationprocesses from the following? 1. IncidentManagement 2. ProblemManagement 3. AccessManagement 4?5. ? |
a. Event management and RequestFulfillment |
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15.Which of the following statements about the Service Desk are CORRECT? 1. The Service Desk is a function thatprovides a means of communication between IT and its users for all operationalissues 2. The Service Desk is always the owner ofthe Incident Management process. a. 2 only b. 1 only c. Allof the above d. Noneof the above |
b. 1 only |
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16.What is the best definition of an Incident Model? a. The template used to define the Incident logging form used to report Incidents b. A type of Incident involving a standard (or model) type of Configuration Item(CI) c. A set of pre-defined stepsto be followed when dealing with a known type of Incident d. An Incident that is easy to solve |
c. A set of pre-defined steps to be followed when dealing with a known type of Incident |
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17.Which of the following roles would be associated with Service Operation?
a. Application Manager b. Contract Manager c. ChangeAdvisory Board Member d. Service Asset Manager |
a. Application Manager |
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18. Which of thefollowing was NOT a type of “player” in change management according to the article “The Politics of Change” discussed in class. a. Resistor b. Bystander c. Changeagent d. Retractor |
d. Retractor |
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19. Which of the following is the most true aboutthe term service as it relates to ITIL and Service Oriented Architecture? a. A service in ITIL is the same as a servicein SOA b. A service in ITIL represents a function anda service in SOA represents a product c. ITIL is a framework for service managementwhich is supported by SOA services d. ITIL is a framework for service management that can help to support software as a servicein SOA. |
d. ITIL is a framework for service management that can help to support software as a service in SOA. |
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20. According to the IBM Developerworks article on SOA andITIL studied in class, which of the following is the biggest challenge forcorporations looking to work with SOA and ITIL together? a. The technical limitations of an organization’sstructure b. The organization’s rating on the CapabilityMaturity model c. The culturalchange that needs to occur for both to be put into place d. Merging two complex implementations such asSOA and ITIL. |
c. The cultural change that needs to occur for both to be put into place |
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21. An Incident occurs when: 1. A user is unable toaccess a service during service hours 2. An authorized ITstaff member is unable to access a service during service hours 3. A redundant network segment fails, and the user is not aware of any disruption to service4. A user contacts the Service Desk about slow performance of an application a. All of theabove b. 1 and 4 only c. 2 and 3 only d. None of the above |
a. All of the above |
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22. In the Capability Maturity Model discussed in class, aprocess that is well-defined, proactive and carefully monitored and controlled,but the feedback has not yet been used against the process would likely be on: a. Level 5: Optimizing b. Level 4:Quantitatively Managed c. Level 3: Defined d. Level 2: Managed |
b. Level 4: Quantitatively Managed |
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23. The two main reasons that Organizations need processesare: a. To accomplish something and to grow b. To transition new work to new employees andto create conformity c. To create well-defined structure and to beagile d. To accomplishsomething and to create conformity |
d. To accomplish something and to create conformity |
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24. In creating aService Desk for MegaCorp, a major tradeoff was between: a. self-serviceand a “manned” Service Desk b. a flat structure or a divisional structure c. Service Operation and Request Fulfillment d. Request Fulfillment and Incident Management |
a. self-service and a “manned” Service Desk |
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25. The mean time torespond to an incident (MTTR) would be classified as a _____ in ITIL a. hard metric b. soft metric c. could be a) or b) depending on the collection method d. none of the above |
a. hard metric |
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26. The process inService Operation also called “identity management” is: a. AccessManagement b. Access Fulfillment c. Request Fulfillment d. Request Management |
a. Access Management |
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27. An toolingexample of the “unfreeze, change, freeze” approach discussed in ChangeManagement 101 is: a. Common Base Events b. Agile Methodology c. CVS d. DropBox |
c. CVS |
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28.During a disaster drill for continuity planning you should: a. Check forgaps in continuity and correct them b. Identify critical CIs for recovery c. Identify key players in the recovery process d. Provide a hot backup for recovery |
a. Check for gaps in continuity and correct them |
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29.Which ITIL area would the role Change Manager fall under? a. Service Operation b. ServiceTransition c. Service Design d. All of the above |
b. Service Transition |
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30. Which process includes checking "Work Arounds" ? a. Incident Mangement b. ProblemManagement c. Change Management d. Access Management |
b. Problem Management |
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31.What is the goal of Service Validation and Testing? a. Provideadded value to the client. b. Reduce value of the client. c. Develop new software. d. Validate and test. |
a. Provide added value to the client. |
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32. What is the Goal of SACM? a. To pool knowledge b.To provide a logical IT infrastructure c. To increase data accuracy d. To provide wider access toservices |
b. To provide a logical IT infrastructure |
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33. Which of the following can be used for KPI (Key PerformanceIndicators)? a. Reporting b. Surveys c. Automated testing d. A & B e. All of the above |
e. All of the above |
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34. The goal of ______ _______ is to prove thequality of the decision making process by ensuring that a required informationis available during the Service Lifecycle. a.Problem Management b.Configuration Management c. ChangeManagement d. Knowledge Management |
d. Knowledge Management |
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35. What is the goal of service validation and testing? a. To ensure the data that is being inputted is correct b. To provide a service that provides addedvalue to the clients c. Toreduce the amount of manual resources that may be needed for testing d. To reduce costs and time for testing |
b. To provide a service that provides added value to the clients |
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36. Which of the below best defines thechange approach, Rationalization? a. The use of punishment and rewards b.Appeal to what is important to the group c. Appeal to what is important to the individual d. Noneof the above |
c. Appeal to what is important to the individual |
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37. What is the purpose of a CAB ? a. To create a change record b. To implement a specific change c. To assess whether a change should beaccepted or not d. To determine the ROI on the proposed change |
c. To assess whether a change should be accepted or not |
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38. An unplanned interruption to an ITservice or reduction of quality of service is a(n): a.Problem b. Incident c.Change d.Drawback |
b. Incident |
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39. Soft metrics are: a. client and user satisfaction surveys b. objective data such as time to resolve incidents(MTTR)) c. functions of service operation d. initial service requests handling done by service desk |
a. client and user satisfaction surveys |
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40. Which of the following is not true aboutpriority? a.Priority is the impact of a defect on businessb.Priority can be urgent, high, medium, or low c.Priority once assigned cannot be changed. d. All of the above |
d. All of the above |
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41. Hard metrics are: a. Client and user satisfaction surveys b.Objective data such as time to resolve incidents(MTTR)) c. Functions of service operation d. Initial service request handling performed bythe service desk |
b. Objective data such as time to resolve incidents(MTTR)) |
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42. A documentthat contains description of any event that has happened, which requiresfurther investigation is called a(n)____________. a. Test Summary Report b. Defect Report c. Bug Report d. Incident Report |
d. Incident Report |
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43. Which ofthe following is NOT part of the problem management process? a. Identification b. Prioritization c. Fulfillment d. Workarounds |
c. Fulfillment |
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44. Reactiveproblem management is: a. Initiated by a Service Operation but managed by CSI b. Initiated by CSI but managed by a service operation c. Identification, Registration, Classification and Prioritization d.Part of Service Operation |
d. Part of Service Operation |
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45. What is the main objective for theService Desk? a. To fix technicalissues as soon as possible b. To restore normal service to users as quickly as possible c. To fix technical issues at anypoint in time d. To restore normal serviceto users as slowly as possible |
b. To restore normal service to users as quickly as possible |
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46. What of thefollowing is one of the goals for Service Design? a. To ensurequality service delivery, customer satisfaction and cost-effective serviceprovisionb. To bring information to a manager c. To submit sensitive data to a database d. None of the above |
a. To ensure quality service delivery, customer satisfaction and cost-effective service provision |
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47. Which ofthe following is not a target testing group in Service Transition? a. Service specification testing b. Regression testing c. Automation testing d. Usability testing |
c. Automation testing |
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48. Accordingto ITIL, what does CI stand for? a. Continuous Integration b. Configuration item c. Customer Information d. Common Interface |
b. Configuration item |
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49. What is thepurpose of Federation in Service Transition? a) To allow for easier viewing of multiple CMDB's byseparating the CMDB's into separate interfaces b) For allowing simpler access management of the CMDB's c) To allow foreasier viewing of multiple CMDB's by combining the CMDB's into one interface d) For disallowing remote access to the CMDB's |
c) To allow for easier viewing of multiple CMDB's by combining the CMDB's into one interface |
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50. Which ofthe following is NOT a benefit of implementing a CMDB a) Risk reduction b) Tracking and Relating CIs. c) Cost reduction d) Accurate data increases comprehension of changes. |
c) Cost reduction |
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51. How doesService Design measure availability? a) SLAs and OLAs b) Number andduration of service interruptionsc) A business impact analysis d) Duration of outages |
b) Number and duration of service interruptions |
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52. In arecovery plan, a hot backup falls under:a) An SLA b) Storagerequirements c) Service Level Testing d) All of the above |
b) Storage requirements |
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53. Which ofthe following is NOT an ITIL recovery plan element? a) Business Impact Analysis b) Emergency BusinessBackup plan c) Critical Infrastructure Identification d) Storage requirement Identification |
b) Emergency Business Backup plan |
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54. What is anexample of a warm backup? a) A backup that requires large amounts of configurationprior to switchover b) A backup thatrequires minor amounts of configuration prior to switchover c) It means that there is no backup d) A backup that is ready to go instantly, and requires noconfiguration prior to switchover |
b) A backup that requires minor amounts of configuration prior to switchover |
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55. Which ofthe following best describes the Service Portfolio? a) The combination ofSLAs and OLAs b) High level solutions and support that are internal to theIT department c) High levelsolutions and support that focus on the business d) The IT name for theService Catalog |
c) High level solutions and support that focus on the business |
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56. Which ofthe following is NOT typically included in an SLA? a) Cost b) Capacity c) Support Criteria d) Restrictions e) Continuity |
d) Restrictions |
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57. What wouldNOT be worth measuring in Service Design? a) Something you can manage b) Something you can improve c) Something youcan't influence d) None of the above |
c) Something you can't influence |
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58. Which ofthe following is NOT typically included in a Service Catalogue entry? a) Hours of Operation b) Operating/Upfront Costs c) Customer Sign Off d) Information on how to request |
c) Customer Sign Off |
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59. Looking for bugs that impede the ability of auser to understand the interface in an intuitive way would be covered under? a) Regressiontesting b) Usability testing c)Unit testing d) Operationaltesting |
b) Usability testing |
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60. One difference between Service Designand other phases in ITIL v3 is: a)Its adherence to guidelines over processes b)Its inclusion of the client c) Its dependency on all other phases d) Its specialized process controls, including guidelines |
b) Its inclusion of the client |
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61. A service level agreement: a) Is included in a service catalogue entry b) Is more specificthan a service catalogue entry c) Is more general than a service catalogue entry d) Includes a service catalogue entry |
b) Is more specific than a service catalogue entry |
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62.Which of the following is considered an advantage of database federation? a) Supporting many flavours of databases b) Using multiple query languages c) The amount of time it takes to set upthe federated database d) The amount of time it takes to maintain the federated database |
a) Supporting many flavours of databases |
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63.Why is it important to have a detailed action plan in a Recovery Plan document? a) To ensureeveryone knows their assigned roles and responsibilities b) To ensure critical CIs are identified and restored c) To ensure a proper business impact analysis has been performed d) To identify possible disasters that could trigger continuitymanagement processes |
a) To ensure everyone knows their assigned roles and responsibilities |
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64.What does availability management ensure?a) Ensures that servicesare available in accordance with SLA's b) Ensures that work is completed by deadline c) Ensures managers are disciplining employeesd) None of the above |
a) Ensures that services are available in accordance with SLA's |
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65.An underpinning contract describes? a) An agreement between a client and a service provider b) An agreement between avendor and a service provider c) An agreement between two internal departments of a serviceprovider d) An agreement between a client and a vendor |
b) An agreement between a vendor and a service provider |
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66. Which of the followingis NOT a supporting process of Service Design? a) Support mgt. b) Capacity mgt. c) Information Security mgt. d) Supplier mgt. |
a) Support mgt. |
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67. RetiredServices ( no longer in use): a) Are contained inthe Service Portfolio but not in the Service Catalogue b) Are contained in the Service Catalogue but not in theService Portfolio c) Are contained in neither the Service Portfolio nor theService Catalogue d) Are contained in both the Service Portfolio and theService Catalogue |
a) Are contained in the Service Portfolio but not in the Service Catalogue |
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68.Which of the following is NOT an objective of Service Operation? a) Through testing, to ensure that services are designedto meet business needs b) To deliver andsupport IT services c) To manage thetechnology used to deliver services d) To monitor theperformance of technology and processes |
a) Through testing, to ensure that services are designed to meet business needs |
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69.Which of the following is NOT one of the ITIL core publications? a) Service Optimization b) Service Transition c) Service Design d) Service Strategy |
a) Service Optimization |
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70.Which of the following BEST describes a Local Service Desk structure? a) A Service Deskthat also provides onsite technical support to its users b) A Service Deskwhere analysts only speak one language c) A Service Desk that is situated in the same locationas the users it serves d) A Service Deskthat could be in any physical location but uses telecommunications and ITsystems to make it appear that they are in the same location |
c) A Service Desk that is situated in the same location as the users it serves |
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72.Incident Management has a value to the business by: a) Helping to controlinfrastructure cost of adding new technology b) Enabling users toresolve Problems c) Helping to alignpeople and process for the delivery of service d) Contributing to the reduction of impact |
d) Contributing to the reduction of impact |
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73. The activities involved in DevOps would most likelyfall under: a) Service Transition b) Service Strategy c) Service Design d) Service Operation |
a) Service Transition |
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74. Continuity Planning: a) Reduces the risk of service interruption b) Providesadditional processes for service interruption c) Increases the timeto restore service after a service interruption d) Decreases serviceoutages |
a) Reduces the risk of service interruption |
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75.What is the purpose of the Request Fulfillment Process? a) Dealing withService Requests from the usersb) Making sure all requests within an IT Organization isfulfilled c) Ensuringfulfillment of Change Requests d) Making sure theService Level Agreement is met |
b) Making sure all requests within an IT Organization isfulfilled |
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76.“Warranty of a service” means which of the following? a) The service is fitfor purpose b) There will be nofailures in applications and infrastructure associated with the service c) Allservice-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels ofavailability, capacity, continuity and security |
d) Customers are assured of certain levels of availability, capacity, continuity and security |
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77. Service Asset and Configuration Management: a) Is accomplished byfulfilling service requestsb) Is accomplishedthrough CAB meetings c) Is accomplishedthrough Service Operation d) Is accomplished through managing Configuration Items |
d) Is accomplished through managing Configuration Items |
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78. People who are change resistors respond best to: a) The use of astaged approach b) The use ofnormalization c) The use of power d) The use of changeagents |
c) The use of power |
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79. Selecting the release numbers and versioning wouldfall under: a) Service Transition b) Service Operation c) Service Design d) Change Management |
a) Service Transition |
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80. A Service Level Agreement: a) Must be the samefor all customers and includes the Service Catalogue b) Can be different for different customers c) Must include theService Catalogue expectations but not cost information d) Must be differentthan the service Catalogue expectations |
b) Can be different for different customers |
