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ITIL Foundations 2011 / C846 > ITIL 4 Test #2 > Flashcards

ITIL 4 Test #2 Flashcards

1
Q

What types of changes are NOT usually included within the scope of change management?

A

Changes to business strategy

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2
Q

Which role should ensure that process documentation is current and available?

A

The process owner

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3
Q

What is the RACI model used for?

A

Documenting the roles and responsibilities of stakeholders in a process or activity

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4
Q

Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?

A

Service level management

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5
Q

Which of the following does service transition provide guidance on?

  1. Introducing new services
  2. Decommissioning services
  3. Transfer of services between service providers
A
  1. Introducing new services
  2. Decommissioning services
  3. Transfer of services between service providers
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6
Q

What does the term IT operations control refer to?

A

Overseeing the execution and monitoring of operational activities and events

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7
Q

Which one of the following statements about a configuration management system (CMS) is CORRECT?

A

If an organization outsources its IT services there is still a need for a CMS.

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8
Q

Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?

A

Service level management

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9
Q

Which of the following are sources of best practice?

  1. Academic research
  2. Internal experience
  3. Industry practices
A
  1. Academic research
  2. Internal experience
  3. Industry practices
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10
Q

What type of services are NOT directly used by the business but are required by the service provider to
deliver customer facing services?

A

Supporting services

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11
Q

Which of the following are classed as stakeholders in service management?

  1. Customers
  2. Users
  3. Suppliers
A
  1. Customers
  2. Users
  3. Suppliers
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12
Q

Which of the following is the best definition of service management?

A

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

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13
Q

Which of the following is the best definition of IT service management?

A

The implementation and management of quality IT services that meet business needs

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14
Q

Which one of the following is the BEST definition of the term ‘service management’?

A

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

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15
Q

Which of the following are reasons why ITIL is successful?

  1. ITIL is vendor neutral
  2. It does not prescribe actions
  3. ITIL represents best practice
A
  1. ITIL is vendor neutral
  2. It does not prescribe actions
  3. ITIL represents best practice
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16
Q

Which of the following is an enabler of best practice?

A

Technology

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17
Q

Which is the correct definition of a customer facing service?

A

One which directly supports the business processes of customers

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18
Q

What would you call the groups of people who have an interest in the activities, targets, resources and
deliverables from service management?

A

Stakeholders

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19
Q

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

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20
Q

What should a service always deliver to customers?

A

Value

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21
Q

Which one of the following is NOT a characteristic of a process?

A

It structures an organization

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22
Q

What are customers of IT services who work in the same organization as the service provider known as?

A

Internal customers

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23
Q

Which of the following is best definition of IT service management?

A

The implementation and management of quality IT services that meet business needs

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24
Q

Which one of the following would NOT be defined as part of every process?

A

Functions

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25
Q

What are customers of IT services who do NOT work in the same organization as the service provider
known as?

A

External customers

26
Q

What is a service delivered between two business units in the same organization known as?

A

Internal service

27
Q

What is the act of transforming resources and capabilities into valuable service better known as?

A

Service management

28
Q

Which of the following are sources of best practice?

  1. Academic research
  2. Internal experience
  3. Industry practices
A
  1. Academic research
  2. Internal experience
  3. Industry practices
29
Q

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
A
  1. It delivers its primary results to a customer or stakeholder
30
Q

Which one of the following is the BEST definition of the term ‘service management’?

A

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

31
Q

Which of the following is NOT a source of best practice?

A

Technology

32
Q

Which reason describes why ITIL is so successful?

A

It is not tied to any particular vendor platform

33
Q

What is ITIL?

A

Good advice about how to manage IT services

34
Q

What is an IT service provider?

A

Either an internal IT department or an external IT department

35
Q

Who “owns” ITIL?

A

The U.K. government

36
Q

Which of these is not a stage in the ITIL service life cycle?

A

Service implementation

37
Q

The knowledge management process maintains and updates a tool used for knowledge
management. What is this system called?

A

The service knowledge management system

38
Q

A service must provide which of the following to deliver business value?

A

Sufficient capacity and the agreed level of security

39
Q

In the ITIL guidance on incident management, what is one of the key purposes of the
incident management process?

A

The purpose of incident management is to restore normal service operation as quickly as possible.

40
Q

A service catalog contains which of the following?

A

Details of all services currently available to the users

41
Q

The predicted costs and benefits of a proposed new service are documented in which of the following documents?

A

The business case

42
Q

The agreement between an IT service provider and their customers regarding the services provided is called what?

A

Service level agreement

43
Q

What is meant by the term request fulfillment in the ITIL framework?

A

Request fulfillment is a process for managing the requests from users to the IT department.

44
Q

Which of the following should be considered when drawing up a capacity plan?

  1. The business plan to streamline its operations
  2. The possibility of moving a business operation such as a call center overseas
  3. New advances in technology
  4. Plans to restructure the IT department
A
  1. The business plan to streamline its operations
  2. The possibility of moving a business operation such as a call center overseas
  3. New advances in technology
45
Q

An availability plan should consider the requirements for what period?

A

For the next 12 to 18 months

46
Q

Which of the following is true about change management?

A

Low-risk changes may be preapproved.

47
Q

Which of the following is not a category of supplier described in ITIL?

A

Preferred

48
Q

Who should have access to the security policy?

A

Everyone

49
Q

Which of the following statements is false?

A

Ensuring the business is able to continue operation is the responsibility of IT.

50
Q

What is the purpose of the continual service improvement (CSI) stage of the service
lifecycle?

A

The CSI stage is concerned with the management of improvement across the whole service lifecycle.

51
Q

What is the Deming cycle?

A

The Deming cycle is an approach for managing quality improvement.

52
Q

What is the continual service improvement (CSI) approach?

A

The CSI approach is used to manage improvement activity in line with business requirements.

53
Q

Which of these statements about asset management and configuration management is not true?

A

Configuration management information is held in a database called the configuration
repository.

54
Q

How is the seven-step improvement process in the continual service improvement lifecycle stage used?

A

The seven-step improvement process is used to gather, analyze, and present data to assist in decision making.

55
Q

The ITIL framework refers to a number of operational functions. What is meant by the term function?

A

A function is a unit of the organization specialized to deliver particular processes or activities.

56
Q

Event management is a key operational process in the service operation lifecycle stage. What is the purpose of event management?

A

Event management detects events that are significant for the management of the service and ensures the appropriate actions are taken.

57
Q

How is the process of access management used in the service operation stage of the service lifecycle?

A

Access management is used to ensure the correct people are able to use the correct
systems in the correct way.

58
Q

Problem management is an important process in the service operation lifecycle stage. How does the process define a problem?

A

A problem is the unknown, underlying cause of one or more incidents.

59
Q

The service operation lifecycle stage has a number of key objectives. Which of these statements best reflects the key objectives of service operation?

A

Service operation should ensure the day-to-day service is delivered according to the agreed requirements of the business.

60
Q

The release and deployment process covers a concept called early-life support. What is meant by early-life support?

A

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.

61
Q

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?

A

Knowledge management is used across the whole service lifecycle to ensure that appropriate knowledge is delivered to enable informed decision making.

62
Q

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?

A

Transition planning and support

ITIL Foundations 2011 / C846 (4 decks)

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