Axelos ITIL v.3 Test Flashcards
Which of the following examples is a source of best practice?
ISO / IEC 20000
Which is the CORRECT explanation of how a service facilitates an outcome?
By enhancing the performance of associated tasks and reducing the effect of constraints
What ITIL term is used for customers of IT services who do NOT work in the same organization
as the service provider?
External customers
What should be defined for every process?
The process owner, process policy and set of process activities
All of the stages of the ITIL lifecycle have a role to play in ensuring the delivery of high quality IT services at optimum cost.
Which of these has the BEST opportunity to prevent difficulties as early as possible and minimize the cost of any remedial work?
Service design
Which is NOT part of the service transition stage of the service lifecycle?
Designing and developing capabilities for service management
Which is an objective of service operation?
To coordinate and carry out the activities and processes required to deliver services to the business and manage them at agreed levels
Which is the BEST description of a business case?
A decision support and planning tool that details the likely consequences of a business action
Which of these statements about service asset and configuration management is CORRECT?
- A configuration item (CI) can be a component part of one or more other CIs
- How an organization groups components into configuration items will depend on the level of
control they wish to exert - A single configuration management database (CMDB) is the objective for an organization
- All CMDB audits should be conducted by external auditors using a CMDB standard
- A configuration item (CI) can be a component part of one or more other CIs
- How an organization groups components into configuration items will depend on the level of
control they wish to exert
Which BEST defines availability?
The ability of a service, component or CI to perform its agreed function when required
The definitive media library is the responsibility of:
Service asset and configuration management
A cause of one or more incidents’ is the ITIL definition of which of these terms?
A problem
Where would all the possible service improvement opportunities be recorded?
CSI register
Which is NOT a defined area of value?
Business policies
An Internal IT department would be considered which one of the ‘four Ps’ of service design?
People
Which do technology metrics measure?
Components
What is the next step in the continual service improvement (CSI) approach:
- What is the vision?
- Where are we now?
- Where do we want to be? 4. How do we get there?
- Did we get there?
- ?
How do we keep the momentum going?
Which do service metrics measure?
The end-to-end service
In which document would you expect to see an overview of actual service achievements against targets?
SLA monitoring (SLAM) chart
Where should a customer’s initial service targets be recorded before the service level agreement (SLA) is produced?
In a list of service level requirements (SLR)
The remediation plan should be evaluated at what point in the change lifecycle?
Before the change is approved
Which of the following lists shows change types defined in ITIL?
Standard, emergency and normal
Which is the BEST reason for categorizing incidents?
To identify trends for use in problem management and other IT service management activities
What should be documented in an incident model?
- Chronological order of steps to resolve the incident
- Details of the service level agreement (SLA) targets and reliability
- Details of agreed service continuity requirements
- Escalation procedures for who should be contacted and when
- Chronological order of steps to resolve the incident
4. Escalation procedures for who should be contacted and when
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Problem management
With which process is problem management likely to share categorization and impact coding systems?
Incident management
Which process includes ‘facilitating good management of service and customer assets’ as an objective?
Financial management for IT services
Which process is responsible for recording the current details, status, interfaces and dependencies of all live services and services that are about to be implemented?
Service catalogue management
Which process includes business, service and component sub-processes?
Capacity management
Which service design process would ensure that utility and warranty requirements are properly addressed in all service designs?
Design coordination
Which process is responsible for ensuring that appropriate testing takes place?
Release and deployment management
Which term describes the experiences, ideas, insights and values of individuals?
Knowledge
What is the purpose of transition planning and support?
Provide overall planning for service transitions and coordinate the resources they require
Which would NOT involve event management?
Recording service desk staff absence
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Request fulfilment
Which is the BEST description of a centralized service desk?
There is a single desk in one location serving the whole organization
Which is an objective of application management?
Ensuring that the required functionality is available to achieve the required business outcome
Which statement about a service owner is INCORRECT?
Carries out the day-to-day monitoring and operation of the service they own
Which rule should be followed when defining a RACI authority matrix?
Only one person is accountable
Which does NOT benefit from service automation?
Wisdom
