80-100 Flashcards
QUESTION 80
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier
C
QUESTION 81
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy
A
QUESTION 82
Which statement about IT service management is CORRECT?
A. It is performed by customers using a mix of IT systems, services and processes
B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology
D
QUESTION 83
Which is the CORRECT explanation of the ‘R’ role in a RACI matrix?
A. This role ensures that activities are executed correctly
B. This role has ownership of the end result
C. This role is involved in providing knowledge and input
D. This role ensures the flow of information to stakeholders
B
QUESTION 84
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
C
QUESTION 85
Which statement about the ‘four Ps’ of service design is CORRECT?
A. Processes refers to skill and training
B. Partners refers to suppliers and vendors
C. People refers to technology and tools
D. Products refers to producers and metrics
B
QUESTION 86
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
D
QUESTION 87
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A. Local
B. Centralized
C. Outsourced
D. Virtua
C
QUESTION 88
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A standard change
B. An emergency change
C. An internal change
D. A normal change
A
QUESTION 89
Which service transition process provides guidance about converting data into information?
A. Change evaluation
B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management
B
QUESTION 90
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view
D
QUESTION 91
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment
A
QUESTION 92
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
A
QUESTION 93
What MAIN factors are considered to assess the priority of an incident?
A. The urgency and impact
B. The impact and complexity
C. The cost and urgency
D. The complexity and cost
A
QUESTION 94
Which term is used to describe the prediction and control of income and expenditure within an organization?
A. Charging
B. Governance
C. Budgeting
D. Accounting
C
