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itil > 100-120 > Flashcards

100-120 Flashcards

1
Q

QUESTION 100
Who is responsible for defining metrics for change management?

A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager

A

A

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2
Q

QUESTION 101
Which is a supplier category?

A. Technical
B. Commodity
C. Customer
D. Resource

A

D

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3
Q

QUESTION 102
Which process is used to compare the value that new services offer with the value of the services they have replaced?

A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management

A

C

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4
Q

QUESTION 103
Which is an important principle of communication in service operation?

A. Information should always be communicated
B. It has an intended purpose or a resultant action
C. Meetings are always the best method of communication
D. It is stored in the configuration management system

A

B

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5
Q

QUESTION 104
What do customer perceptions and business outcomes help to define?

A. The value of a service
B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)

A

A

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6
Q

QUESTION 105
Which statement about metrics is CORRECT?

A. Process metrics can be used to measure end-to-end service performance
B. Technology metrics can be used to measure component performance and availability
C. Process metrics can be used to measure the utilization of a supplier’s network
D. Technology metrics can be used to determine the overall health of a process

A

B

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7
Q

QUESTION 106
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement

A

C

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8
Q

QUESTION 107
Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request
B. Reducing the time to compile service data
C. Monitoring service availability
D. Faster resource allocation

A

D

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9
Q

QUESTION 108
What is the CORRECT definition of service management?

A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of services
C. The capability of supplier to deliver services to providers in exchange for money
D. The capability of service providers to minimize their costs without reducing the value of the services

A

B

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10
Q

QUESTION 109
Which is the correct combination of items that makes up an IT service?

A. Customers, providers and documents
B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers

A

B

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11
Q

QUESTION 110
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. Categorization
B. Detection
C. Prioritization
D. Escalation

A

A

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12
Q

QUESTION 111
What can be used to help determine the impact level of a problem?

A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)

A

B

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13
Q

QUESTION 112
Which are phases of the release and deployment process?

  1. Release build and test
  2. Review and close
  3. Categorize and record
  4. Change authorization and schedule

A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4

A

A

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14
Q

QUESTION 113
Which function is responsible for the management of a data centre?

A. Technical management
B. Service desk
C. Application management
D. Facilities management

A

D

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15
Q

QUESTION 114
Which are the elements of process control?

A. Inputs, outputs and triggers
B. Work instructions, procedures and roles
C. Resources, capabilities and metrics
D. Process owner, policy and objectives

A

D

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16
Q

QUESTION 115
Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

A

A

17
Q

QUESTION 116
Which statement BEST describes the value of service strategy to the business?

A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages
C. It reduces the duration and frequency of service outages
D. It enables the service provider to understand what levels of service will make their customers successful

A

D

18
Q

QUESTION 117
What is a definition of a service improvement plan (SIP)?

A. A formal plan to implement improvements to a customer’s business processes
B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the budget plan

A

C

19
Q

QUESTION 118
Which statement about the known error database (KEDB) is CORRECT?

A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem management

A

C

20
Q

QUESTION 119
Which process works with incident management to ensure that security breaches are detected and logged?

A. Change management
B. Service level management
C. Access management
D. Continual service improvement

A

C

21
Q

QUESTION 120
What should a release policy include?

A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

A

C

itil (9 decks)

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