Itil V.3

Front 1

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

Back 1

The Process Owner

Front 2

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

Back 2

Extreme focus on cost

Front 3

Major Incidents require:

Back 3

Separate procedures

Front 4

What do Service Metrics measure?

Back 4

The end to end service

Front 5

The MAIN purpose of the Service Portfolio is to describe services in terms of

Back 5

Business Value

Front 6

What BEST describes the aims of Release and Deployment Management?

Back 6

To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

Front 7

What are valid examples of business value measures?

Back 7

Customer retention, Time to Market, and Market Share

Front 8

A Service Owner is responsible for?

Back 8

Continual improvement of the service

Front 9

What is correct about patterns of demand generated by the customer's business?

Back 9

They are driven by patterns of business activity

Front 10

What is the main reason for establishing a Baseline?

Back 10

For later comparison

Front 11

What are the characteristics of every process?

Back 11

It is measurable
It is delivers a specific result
It responds to a specific event
It delivers its primary results to a customer or stakeholder

Front 12

Why should monitoring and measuring be used when trying to improve services?

Back 12

To validate, direct, justify and intervene

Front 13

The goal of Service Asset and Configuration Management is to?

Back 13

Implement ITIL across the organization

Front 14

The BEST definition of an event is?

Back 14

An occurrence that is significant for the management of the IT infrastructure or delivery of services

Front 15

Incident Management has a value to the business by?

Back 15

Contributing to the reduction of impact of service outages

Front 16

What areas would technology help to support during the Service Design phase of the Lifecycle?

Back 16

Hardware and Software design
Environmental design
Process design
Data design

Front 17

What is NOT an objective of Service Operation?

Back 17

Thorough testing to ensure that services are designed to meet business needs

Front 18

What is NOT an example of a Service Request?

Back 18

A user calls the Service Desk because they would like to change the functionality of an application.

Front 19

What is CORRECT of all processes?

Back 19

They create value for stakeholders.

Front 20

What is a good metric for measuring the effectiveness of Service Level Management?

Back 20

Customer satisfaction score

Front 21

One organization provides and manages an entire business process or function for another organization. This is known as:

Back 21

Business Process Outsourcing

Front 22

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

Back 22

1 only

Front 23

What is the BEST description of an Operational Level Agreement?

Back 23

An agreement between the service provider and another part of the same organization.

Front 24

What provides resources to resolve operational and support issues during Release and Deployment?

Back 24

Early Life Support

Front 25

When can a Known Error record be raised?

1. At any time it would be useful to do so
2. After the permanent solution has been implemented

Back 25

1 only

Front 26

A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

Back 26

High Utility and Low Warranty

Front 27

What is the CORRECT definition of a Release Unit?

Back 27

The portion of a service or IT infrastructure that is normally released together

Front 28

What is NOT an aim of the Change Management process?

Back 28

To deliver and manage IT services at agreed levels to business users

Front 29

A single Release unit, or a structured set of Release units can be defined within:

Back 29

A Release Package

Front 30

Which processes review Underpinning Contracts on a regular basis?

Back 30

Supplier Management and Service Level Management

Front 31

5 courses of ITIL

Back 31

Service Strategy Processes
Service Design Processes
Service Transition Processes
Service Operation Processes and Functions
Continual Service Improvement Processes

Front 32

Service Strategy

Back 32

Service Strategy
Demand Management
Service Portfolio Management
Financial Management

Front 33

Service Design Processes

Back 33

Service Level Management
Service Catalogue Management
Availability Management
Information Security Management
Supplier Management
Capacity Management
IT Services Continuity Management

Front 34

Service Transition Processes

Back 34

Change Management
Service Asset and Configuration Management (SACM)
Release Deployment Management

Front 35

Service Operation Processes and Functions

Back 35

PROCESSES: Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
FUNCTIONS: Service Desk
Technical Management
IT Operations Management
Application Management

Front 36

Continual Service Improvement Processes

Back 36

7-Step Improvement Process

Front 37

Utility

Back 37

Fit for Purpose

Front 38

Warranty

Back 38

Fit for Use

Front 39

Utility + Warranty

Back 39

Value

Front 40

Service Portfolio

Back 40

Contains information relating to each service and its status within the organization and the Service Lifecycle. The Service Portfolio includes Service Pipeline, Service Catalogue, and Retired Services

Front 41

Service Management

Back 41

A set of specialized organizational capabilities for providing value to customers in the form of services

Front 42

7 R's of Change Management

Back 42

Who RAISED the change?
What is the REASON for the change?
What is the RETURN required from the change?
What are the RISKS involved in the change?
What RESOURCES are required to deliver the change?
Who is RESPONSIBLE for the build, test, and implementation of the change?
What is the RELATIONSHIP between this change and other changes?

Front 43

Service V-Model

Back 43

Builds in service validation and testing early in the Service Lifecycle

Front 44

Deming Cycle

Back 44

Plan
Do
Check
Act

Front 45

Need to Measure

Back 45

Validate
Direct
Justify
Intervene

Front 46

7-Step Improvement Process

Back 46

Define what you should measure
Define what you can measure
Gather the data
Process the data
Analyze the data
Present and use the information
Implement corrective actions