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40 Cards in this Set
- Front
- Back
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What types of changes are NOT usually included within the scope of changemanagement? a) Changes to a mainframe computer b) Changes to business strategy c) Changes to a service level agreement (SLA) d) The retirement of a service |
d) The retirement of a service |
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Which of the following is NOT a purpose of service operation?' a) To undertake testing to ensure services are designed to meet business needs b) To deliver and manage IT services c) To manage the technology used to deliver services d) To monitor the performance of technology and processes |
a) To undertake testing to ensure services are designed to meet business needs |
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What does the term IT operations control refer to? a) Managing the technical and applications management functions b) Overseeing the execution and monitoring of operational activities and events c) A set of tools used to monitor and display the status of the IT infrastructure andapplications d) A service desk monitoring the status of the infrastructure when operators arenot available |
b) Overseeing the execution and monitoring of operational activities and events |
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Which process is responsible for recording relationships between servicecomponents? a) Service level management b) Service portfolio management c) Service asset and configuration management (SACM) d) Incident management |
c) Service asset and configuration management (SACM) |
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What is the RACI model used for? a) Documenting the roles and responsibilities of stakeholders in a process oractivity b) Defining requirements for a new service or process c) Analysing the business impact of an incident d) Creating a balanced scorecard showing the overall status of servicemanagement |
a) Documenting the roles and responsibilities of stakeholders in a process or activity |
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Which of the following is the BEST description of an operational level agreement(OLA)? a) An agreement between an IT service provider and another part of the sameorganization that assists in the provision of services b) A written agreement between the IT service provider and their customer(s)defining key targets and responsibilities of both parties c) An agreement between two service providers about the levels of servicerequired by the customer d) An agreement between a third party service desk and the IT customer about fixand response times |
a) An agreement between an IT service provider and another part of the same organization that assists in the provision of services |
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What is the MAIN purpose of availability management? a) To monitor and report availability of components b) To ensure that all targets in the service level agreements (SLAs) are met c) To guarantee availability levels for services and components d) To ensure that service availability meets the agreed needs of the business |
d) To ensure that service availability meets the agreed needs of the business |
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Which of the following does service transition provide guidance on? 1. Introducing new services 2. Decommissioning services 3. Transfer of services between service providers a) 1 and 2 only b) 2 only c) All of the above d) 1 and 3 only |
c) All of the above |
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Which one of the following is NOT a stage of the service lifecycle? a) Service optimization b) Service transition c) Service design d) Service strategy |
a) Service optimization |
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Which one of the following statements about a configuration management system(CMS) is CORRECT? a) The CMS should not contain corporate data about customers and users b) There may be more than one CMS c) There should not be more than one configuration management database(CMDB) d) If an organization outsources its IT services there is still a need for a CMS |
d) If an organization outsources its IT services there is still a need for a CMS |
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What are the three sub-processes of capacity management? a) Business capacity management, service capacity management and componentcapacity management b) Supplier capacity management, service capacity management and componentcapacity management c) Supplier capacity management, service capacity management and technologycapacity management d) Business capacity management, technology capacity management andcomponent capacity management |
a) Business capacity management, service capacity management and component capacity management |
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Which of the following would be stored in the definitive media library (DML)? 1. Copies of purchased software 2. Copies of internally developed software 3. Relevant licence documentation 4. The change schedule a) All of the above b) 1 and 2 only c) 3 and 4 only d) 1, 2 and 3 only |
d) 1, 2 and 3 only |
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Which process is responsible for reviewing operational level agreements (OLAs) ona regular basis? a) Supplier management b) Service level management c) Service portfolio management d) Demand management |
b) Service level management |
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Which role should ensure that process documentation is current and available? a) The service owner b) The chief information officer c) Knowledge management d) The process owner |
d) The process owner |
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Which of the following does the release and deployment management processaddress? 1. Defining and agreeing release and deployment plans 2. Ensuring release packages can be tracked 3. Authorizing changes to support the process a) 1 and 2 only b) All of the above c) 2 and 3 only d) 1 and 3 only |
a) 1 and 2 only |
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Which of the following are characteristics of every process? 1. It is measurable 2. It delivers a specific result 3. It delivers its primary results to a customer or stakeholder a) 1 and 3 only b) 1 and 2 only c) 2 and 3 only d) All of the above |
d) All of the above |
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Which of the following are key ITIL characteristics that contribute to its success? 1. It is vendor-neutral 2. It is non-prescriptive 3. It is best practice 4. It is a standard a) 3 only b) 1, 2 and 3 only c) All of the above d) 2, 3 and 4 only |
b) 1, 2 and 3 only |
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Who should be granted access to the information security policy? a) Senior business managers and IT staff b) Senior business managers, IT executives and the information securitymanager c) All customers, users and IT staff d) Information security management staff only |
c) All customers, users and IT staff |
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Which of the following are valid elements of a service design package (SDP)? 1. Agreed and documented business requirements 2. A plan for transition of the service 3. Requirements for new or changed processes 4. Metrics to measure the service a) 1 only b) 2 and 3 only c) 1, 2 and 4 only d) All of the above |
d) All of the above |
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Which of the following are examples of tools that might support the servicetransition stage of the service lifecycle? 1. A tool to store definitive versions of software 2. A workflow tool for managing changes 3. An automated software distribution tool 4. Testing and validation tools a) 1, 3 and 4 only b) 1, 2 and 3 only c) All of the above d) 2, 3 and 4 only |
c) All of the above |
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Which of the following statements about problem management is/areCORRECT? 1. It ensures that all resolutions or workarounds that require a change to aconfiguration item (CI) are submitted through change management 2. It provides management information about the cost of resolving andpreventing problems a) 1 only b) 2 only c) Both of the above d) Neither of the above |
c) Both of the above |
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What is the purpose of the request fulfilment process? a) Dealing with service requests from the users b) Making sure all requests within an IT organization are fulfilled c) Ensuring fulfilment of change requests d) Making sure the service level agreement (SLA) is met |
a) Dealing with service requests from the users |
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Which statement about value creation through services is CORRECT? a) The customer's perception of the service is an important factor in valuecreation b) The value of a service can only ever be measured in financial terms c) Delivering service provider outcomes is important in the value of a service d) Service provider preferences drive the value perception of a service |
a) The customer's perception of the service is an important factor in value creation |
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Which one of the following statements about internal and external customers isMOST correct? a) External customers should receive better customer service because they payfor their IT services b) Internal customers should receive better customer service because they payemployee salaries c) The best customer service should be given to the customer that pays themost money d) Internal and external customers should receive the level of customer servicethat has been agreed |
d) Internal and external customers should receive the level of customer service that has been agreed |
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Which one of the following should IT services deliver to customers? a) Capabilities b) Cost c) Risk d) Value |
d) Value |
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Which one of the following activities is part of the service level management(SLM) process? a) Designing the configuration management system from a businessperspective b) Creating technology metrics to align with customer needs c) Monitoring service performance against service level agreements (SLAs) d) Training service desk staff how to deal with customer complaints aboutservice |
c) Monitoring service performance against service level agreements (SLAs) |
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Which one of the following BEST summarizes the purpose of event management? a) The ability to detect events, make sense of them and determine the appropriatecontrol action b) The ability to detect events, restore normal service as soon as possible andminimize the adverse impact on business operations c) The ability to monitor and control the activities of technical staff d) The ability to report on the successful delivery of services by checking theuptime of infrastructure devices |
a) The ability to detect events, make sense of them and determine the appropriate control action |
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Which one of the following should a service catalogue contain? a) The version information of all software b) The organizational structure of the company c) Asset information d) Details of all operational services |
d) Details of all operational services |
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What does "Warranty of a service" mean? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with theservice c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability, capacity, continuity andsecurity |
d) Customers are assured of certain levels of availability, capacity, continuity and security |
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Which is the first activity of the continual service improvement (CSI) approach? a) Understand the business vision and objectives b) Carry out a baseline assessment to understand the current situation c) Agree on priorities for improvement d) Create and verify a plan |
a) Understand the business vision and objectives |
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Which one of the following is a benefit of using an incident model? a) It will make problems easier to identify and diagnose b) It means known incident types never recur c) It provides pre-defined steps for handling particular types of incidents d) It ensures all incidents are easy to solve |
c) It provides pre-defined steps for handling particular types of incidents |
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Which one of the following is the CORRECT sequence of activities for handling anincident? a) identification, logging, categorization, prioritization, initial diagnosis, escalation,investigation and diagnosis, resolution and recovery, closure b) prioritization, identification, logging, categorization, initial diagnosis, escalation,investigation and diagnosis, resolution and recovery, closure c) identification, logging, initial diagnosis, categorization, prioritization, escalation,resolution and recovery, investigation and diagnosis, closure d) identification, initial diagnosis, investigation, logging, categorization, escalation,prioritization, resolution and recovery, closure |
a) identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure |
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Which service lifecycle stage ensures that measurement methods will provide therequired metrics for new or changed services? a) Service design b) Service operation c) Service strategy d) Service delivery |
a) Service design |
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Which of the following processes are concerned with managing risks to services? 1. IT service continuity management 2. Information security management 3. Service catalogue management a) All of the above b) 1 and 3 only c) 2 and 3 only d) 1 and 2 only |
d) 1 and 2 only |
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Which one of the following is NOT a type of metric described in continual serviceimprovement (CSI)? a) Process metrics b) Service metrics c) Personnel metrics d) Technology metrics |
c) Personnel metrics |
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Which statement about the relationship between the configuration managementsystem (CMS) and the service knowledge management system (SKMS) isCORRECT? a) The SKMS is part of the CMS b) The CMS is part of the SKMS c) The CMS and SKMS are the same thing d) There is no relationship between the CMS and the SKMS |
b) The CMS is part of the SKMS |
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What is the role of the emergency change advisory board (ECAB)? a) To assist the change manager in ensuring that no urgent changes are madeduring particularly volatile business periods b) To assist the change manager by implementing emergency changes c) To assist the change manager in evaluating emergency changes and to decidewhether they should be authorized d) To assist the change manager in speeding up the emergency change process sothat no unacceptable delays occur |
c) To assist the change manager in evaluating emergency changes and to decide whether they should be authorized |
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Which of the following statements about the service desk is/are CORRECT? 1. The service desk is a function that provides a means of communication betweenIT and its users for all operational issues 2. The service desk should be the owner of the problem management process a) 2 only b) 1 only c) Both of the above d) Neither of the above |
b) 1 only |
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Which one of the following is the CORRECT list of the four Ps of service design? a) Planning, products, position, processes b) Planning, perspective, position, people c) Perspective, partners, problems, people d) People, partners, products, processes |
d) People, partners, products, processes |
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Which one of the following represents the BEST course of action to take when aproblem workaround is found? a) The problem record is closed b) The problem record remains open and details of the workaround aredocumented within it c) The problem record remains open and details of the workaround aredocumented on all related incident records d) The problem record is closed and details of the workaround are documented in arequest for change(RFC) |
b) The problem record remains open and details of the workaround are documented within it |
