ITIL 4 Test #2 Flashcards
What types of changes are NOT usually included within the scope of change management?
Changes to business strategy
Which role should ensure that process documentation is current and available?
The process owner
What is the RACI model used for?
Documenting the roles and responsibilities of stakeholders in a process or activity
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?
Service level management
Which of the following does service transition provide guidance on?
- Introducing new services
- Decommissioning services
- Transfer of services between service providers
- Introducing new services
- Decommissioning services
- Transfer of services between service providers
What does the term IT operations control refer to?
Overseeing the execution and monitoring of operational activities and events
Which one of the following statements about a configuration management system (CMS) is CORRECT?
If an organization outsources its IT services there is still a need for a CMS.
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?
Service level management
Which of the following are sources of best practice?
- Academic research
- Internal experience
- Industry practices
- Academic research
- Internal experience
- Industry practices
What type of services are NOT directly used by the business but are required by the service provider to
deliver customer facing services?
Supporting services
Which of the following are classed as stakeholders in service management?
- Customers
- Users
- Suppliers
- Customers
- Users
- Suppliers
Which of the following is the best definition of service management?
A set of specialized organizational capabilities for providing value to customers in the form of services
Which of the following is the best definition of IT service management?
The implementation and management of quality IT services that meet business needs
Which one of the following is the BEST definition of the term ‘service management’?
A set of specialized organizational capabilities for providing value to customers in the form of services
Which of the following are reasons why ITIL is successful?
- ITIL is vendor neutral
- It does not prescribe actions
- ITIL represents best practice
- ITIL is vendor neutral
- It does not prescribe actions
- ITIL represents best practice
Which of the following is an enabler of best practice?
Technology
Which is the correct definition of a customer facing service?
One which directly supports the business processes of customers
What would you call the groups of people who have an interest in the activities, targets, resources and
deliverables from service management?
Stakeholders
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
What should a service always deliver to customers?
Value
Which one of the following is NOT a characteristic of a process?
It structures an organization
What are customers of IT services who work in the same organization as the service provider known as?
Internal customers
Which of the following is best definition of IT service management?
The implementation and management of quality IT services that meet business needs
Which one of the following would NOT be defined as part of every process?
Functions
What are customers of IT services who do NOT work in the same organization as the service provider
known as?
External customers
What is a service delivered between two business units in the same organization known as?
Internal service
What is the act of transforming resources and capabilities into valuable service better known as?
Service management
Which of the following are sources of best practice?
- Academic research
- Internal experience
- Industry practices
- Academic research
- Internal experience
- Industry practices
Which of the following statements is CORRECT for every process?
- It delivers its primary results to a customer or stakeholder
- It defines activities that are executed by a single function
- It delivers its primary results to a customer or stakeholder
Which one of the following is the BEST definition of the term ‘service management’?
A set of specialized organizational capabilities for providing value to customers in the form of services
Which of the following is NOT a source of best practice?
Technology
Which reason describes why ITIL is so successful?
It is not tied to any particular vendor platform
What is ITIL?
Good advice about how to manage IT services
What is an IT service provider?
Either an internal IT department or an external IT department
Who “owns” ITIL?
The U.K. government
Which of these is not a stage in the ITIL service life cycle?
Service implementation
The knowledge management process maintains and updates a tool used for knowledge
management. What is this system called?
The service knowledge management system
A service must provide which of the following to deliver business value?
Sufficient capacity and the agreed level of security
In the ITIL guidance on incident management, what is one of the key purposes of the
incident management process?
The purpose of incident management is to restore normal service operation as quickly as possible.
A service catalog contains which of the following?
Details of all services currently available to the users
The predicted costs and benefits of a proposed new service are documented in which of the following documents?
The business case
The agreement between an IT service provider and their customers regarding the services provided is called what?
Service level agreement
What is meant by the term request fulfillment in the ITIL framework?
Request fulfillment is a process for managing the requests from users to the IT department.
Which of the following should be considered when drawing up a capacity plan?
- The business plan to streamline its operations
- The possibility of moving a business operation such as a call center overseas
- New advances in technology
- Plans to restructure the IT department
- The business plan to streamline its operations
- The possibility of moving a business operation such as a call center overseas
- New advances in technology
An availability plan should consider the requirements for what period?
For the next 12 to 18 months
Which of the following is true about change management?
Low-risk changes may be preapproved.
Which of the following is not a category of supplier described in ITIL?
Preferred
Who should have access to the security policy?
Everyone
Which of the following statements is false?
Ensuring the business is able to continue operation is the responsibility of IT.
What is the purpose of the continual service improvement (CSI) stage of the service
lifecycle?
The CSI stage is concerned with the management of improvement across the whole service lifecycle.
What is the Deming cycle?
The Deming cycle is an approach for managing quality improvement.
What is the continual service improvement (CSI) approach?
The CSI approach is used to manage improvement activity in line with business requirements.
Which of these statements about asset management and configuration management is not true?
Configuration management information is held in a database called the configuration
repository.
How is the seven-step improvement process in the continual service improvement lifecycle stage used?
The seven-step improvement process is used to gather, analyze, and present data to assist in decision making.
The ITIL framework refers to a number of operational functions. What is meant by the term function?
A function is a unit of the organization specialized to deliver particular processes or activities.
Event management is a key operational process in the service operation lifecycle stage. What is the purpose of event management?
Event management detects events that are significant for the management of the service and ensures the appropriate actions are taken.
How is the process of access management used in the service operation stage of the service lifecycle?
Access management is used to ensure the correct people are able to use the correct
systems in the correct way.
Problem management is an important process in the service operation lifecycle stage. How does the process define a problem?
A problem is the unknown, underlying cause of one or more incidents.
The service operation lifecycle stage has a number of key objectives. Which of these statements best reflects the key objectives of service operation?
Service operation should ensure the day-to-day service is delivered according to the agreed requirements of the business.
The release and deployment process covers a concept called early-life support. What is meant by early-life support?
Early-life support refers to the handoff between service transition and service operation, ensuring support for the new or changed service in the initial stages of operation.
An important focus for the service lifecycle is the capture and management of knowledge relating to IT service provision. How does the process of knowledge management work in the service lifecycle?
Knowledge management is used across the whole service lifecycle to ensure that appropriate knowledge is delivered to enable informed decision making.
The service transition stage of the service lifecycle has a number of different processes. Which of these is the process most concerned with the management of the whole approach to service transition?
Transition planning and support
