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70 Cards in this Set
- Front
- Back
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Which of these represents the five major aspects considered by service design in the design of quality services? |
Solution, architecture, management systems, processes, and measurement |
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Which of these statements best represents the objective of service design? |
Service design should design services that require little improvement, except to meet ongoing business requirements |
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Service design has four major areas that need to be considered in order to deliver an holistic design. Which of these are the four areas? |
People, process, products, partners |
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Which of these statements is the best definition of architecture? |
The fundamental organization of a system, embodied in its components, their relationships to each other and to the environment, and the principles guiding its design and evolution |
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Service design delivers a new service or a change to an existing service. Which of the following are included in service design? 1. Technology 2. Processes 3. Budget 4. Policies |
All of the above. |
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Service design provides value to the business in many different ways. Which of the following is NOT recognized as value from service design? A. Lower total cost of ownership. B. Efficient assessment of changes to business strategy. C. Services meet the customer expectations for warranty requirements D. Designs will include governancde requirements |
B.Business strategy is the remit of service strategy and continual service improvement. |
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"Documents defining all aspects of an IT service and its requirements through each stage of its lifecycle." This is a description of what? |
A Service Design Package |
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A service consists of constituent parts, all of which must be considered as part of the design. Which of these are identified as part of service composition? 1. Utility 2. Warranty 3. Resources 4. Capabilities |
All of the above |
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Service design is subject to a number of constraints that impact the ability to design the solution. Which of these is NOT recognized as a constraint? A. Finance B. Regulatory Framework C. Technology D. Service Solution |
D.Service Solution is an output from Service Design, not a constraint. |
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Which of the following would be considered as suitable contents for a service design package? 1. Organizational readiness assessment 2. Organizational business strategy 3. Service lifecycle plan 4. Service transition plan 5. Service operational acceptance plan 6. Service acceptance criteria (SAC) |
All accept for the Organizational business strategy. |
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What is the best description of the purpose of Service Level Management? |
Ensure that all current & planned IT services are delivered to agreed achievable targets |
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Which of these is an objective of Service Level Management? |
Define, Document, Agree, Monitor, Measure, Report, & review services |
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Which of these statements is correct about the scope of SLM? 1.SLM includes the performance of existing services being provided. 2.SLM includes the definition of the components that make up the services and their relationships 3. SLM includes the definition of required service levels for planned services 4. SLM includes the definition of the type of changes for change management |
1 & 3 |
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What is a type of service providers as identified in the Service Design Lifecycle? |
Customer-based service provider |
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Service Level requirements are related to: A) Utility B) Warranty C) Change records D) Configuration Records |
B)Warranty |
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What is not part of a SLA? |
Definition of Business Strategy |
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Which of the following commonly supports the achievement of a Service Level Agreement? 1. Operational-level agreement 2. Strategic business plan 3. Underpinning contract 4. Internal finance agreement |
1 & 3 |
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What is the best description of an underpinning contract? |
A contract b/w an IT service provider & an external 3rd party organization assisting in the delivery of services |
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Multilevel service level agreement structures can contain what types of SLA? |
Service-based Customer-based Corporate-based |
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What is the common color scheme applied to a SLM monitoring chart? |
Red, Amber, & Green |
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What is the correct definition of the service catalog? |
A Database or Document with information about all live IT services |
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Which of the following is included in a service catalog? 1. Customer-facing services 2. Strategic services 3. Supporting services 4. Retired Services |
1 & 3 |
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Are the following Statements about the Service Catalog True or False? The Service Portfolio forms part of the Service Catalog Customer-facing services appear in the Service Catalog, Supporting services appear in the Service Portfolio |
False The Service Catalog forms part of the Service Portfolio |
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Availability is caculated using the formula AST-DT/AST * 100. What do the terms AST & DT refer to? |
AST= Agreed Service Time DT = Downtime |
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Availability Management considers VBFs. What does VBF stand for? |
Vital Business Functionsservices / parts of services that are critical to the business |
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True or False: MTBSI stands for Maximum Time Before Service Interruption |
FalseMean Time Between Service Incidentsmeasures the time from one failure until the next |
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Which of the following terms are used in availability management? 1. Reliability 2. Resilience 3. Resistance 4. Attainability 5. Serviceability 6. Maintainability 7. Detectability |
1, 2, 5, 6 |
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What are 3 responsibilities of Information Security Management? |
Defining the protection required for systems/data Undertaking risk assessments Producing the Information Security Policy |
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Information Security Management keeps information about security in what? |
SMIS Security Management Information System |
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Which of the following are responsibilities of Supplier Management? 1. Negotiating w/ internal suppliers 2. Negotiating w/ external suppliers 3. Monitoring delivery against the contract 4. Ensuring value for money |
All but Negotiating w/ internal suppliers |
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Which of the following are categories of supplier described in ITIL? 1. Strategic 2. Operational 3. Trusted 4. Commodity |
1, 2, & 4 |
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Which of the following are responsibilities of Capacity Management? 1. Negotiating capacity requirements in SLA 2. Monitoring capacity 3. Forecasting capacity requirements 4. Dealing w/ capacity issues |
2, 3, & 4 |
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Capacity Management considers 3 subprocesses. What are they? |
Service Capacity Business Capacity Component Capacity |
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Capacity management considers PBAs. What does PBA stand for? |
Patterns of Business Activity |
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Which of the following are responsibilities of IT service continuity management? 1. Ensure IT services can continue in event of a disaster 2. Carrying out risk assessments 3. Ensuring the business has contingency plans in place 4. Ensuring all IT staff know their role in even of disaster |
1 & 2 |
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IT service continuity management carries out a BIA in conjunction with the business. What does BIA stand for? |
Business Impact Analysis |
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Which of the following statement about Design Coordination is incorrect? A) Ensure the goals & objectives of the design stage are met B) Design the solution C) Provide a single coordination point D) Ensure the design meets requirements |
B Design the solution |
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Outputs from design coordination include what? 1. Service Design Package 2. The CMS 3. Governance Requirements 4. Suggestions for improvements to be made to the design stage |
1 & 4 |
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True or False: The Service Catalog shows which IT service supports each business process. |
True |
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True or False: BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM is responsible for delivering this level of service. |
True |
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Who is responsible for producing evidence that the process activities have been carried out correctly, in the form of records? |
Process Practitioner |
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What does RACI stand for? |
Responsible, Accountable, Consulted, Informed |
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True or False: Designing the metrics for the process and ensuring that these provide the necessary information to judge the effectiveness and efficiency of the process.Is a responsibility of a service owner. |
False |
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Who is responsible for ensuring the right numbers of staff are assigned to the various roles within the process and that they understand what is required of them? |
Process Manager |
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Which of the following is True? A) Accountability can be shared B) There may be more than 1 person responsible. C) Someone must always be consulted for ea process step D) The process owner is the person informed for every process step |
B There may be more than 1 person responsible |
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What is the RACI model used for? |
Defining the roles & responsibilities for a process |
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Which of these statements is not true? A) There may be several process practitioners for ea. process B) There may be several process managers for process C) There may be several process owners for ea process D) Every process must have a process manager |
C There may be only 1 process owner for each process |
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Which role should update process documentation following a change? |
The Process Owner |
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Who does ITIL say is responsible for identifying improvements to a process? |
The Process Manager & the Process Owner |
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What activities should a service Owner undertake? |
Representing a specific service across the organization Attending the CAB meeting to discuss changes to the service Attending service reviews with the business |
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What is the best description of the purpose of the service transition lifecycle stage? |
Ensure services agreed on and designed in strategy and design are delivered effectively into operation. |
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Which of these is a recognized "business benefit" or "value statement" for hte service transition lifecycle stage? 1/ Deliver changes to services with a consistent approach 2. Manage the business strategic plans 3. Control the assets of the infrastructure 4. Improve business strategy through service transformation 5. Provide increased confidence in the success of changes |
1, 3, & 5 |
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What statement best reflects the purpose of change management? |
To provide controlled change |
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Which of these is part of the scope of IT change management? A. Business strategic changes B. Minor Operational Changes C. IT service changes D. Project changes |
C IT service changes |
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What is the benefit of using a change model? |
It allows predefined steps to be used when handling similar types of change |
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Which of these statements represent the acceptable criteria for defining a standard change? 1. The risk associated to the change is low or clearly understood 2. The change follows a defined procedure or predefined steps 3. The change can be completed within 24 hours of being requested 4. The change can be traced to a predefined trigger 5. The change delivers its results to IT service providers only |
1, 2, & 4 |
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What would be a reason to raise a change proposal for authorization? |
If the change has a major cost impact on the business |
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What are the 3 output documents from the change management process? |
Change Schedule Project Service Outage Remediation Plan |
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Who is responsible for authorizing a request for change as part of the change management process? |
Change Authority |
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Which of these is a valid reason for closing a change record? A) The release has been implemented B) The change acceptance criteria have been met C) The change has been authorized and implemented D) The change has been released |
B The change acceptance criteria have been met |
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What is the best description of the purpose of transition planning and support process? |
To provide overall planning and coordination of resources for service transition |
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Which of these statements is/are correct? 1. Transition planning & support identifies & manages risks, in accordance with the risk management framework adopted by the organization 2. Transition planning and support ensures that repeatable processes are adopted by all engaged in the transition. |
Both are correct |
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Which of these is not part of the SACM process? A) To control the assets that makeup your services B) To manage the changes to your service assets C) To identify service assets D) To capture accurate information about service assets |
B To manage the changes to your service asset |
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SACM is a process that supports which stages of the service lifecycle? |
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement |
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What is the best description of a configuration record? |
A set of attributes & relationships about a CI & stored in a configuration management database |
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The configuration management system (CMS) is composed of 4 separate layers. What are they? |
Presentation Knowledge processing Information integration Data |
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What are 3 objectives of knowledge management? |
1. Improve the quality of decision making throughout the lifecycle 2. Enable efficiency by encouraging the reuse of information 3. Maintain a service knowledge management system |
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Which of these is not a recommended part of a release policy? A) a unique identification structure/naming convention to ensure releases can be easily identified and tracked B) Definitions of the roles/responsibilities required for the management of the release throughout all its stages C) Definition of the configuration management database naming convention D) Use of the definitive media library for all software asset releases |
C Definition of the configuration management database naming convention |
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Which of these is not one of the phases of the release and deployment process? A) Release and deployment planning B) Deployment C) Review & Close D) Verification & audit |
D Verification & audit |
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Early life support is an important concept in the release & deployment management process. In which phase of the release & deployment process does early life support happen? |
Deployment |
