ITIL Flashcards
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Requirement to always call the service desk for service requests
What is a RACI model used for?
Defining roles and responsibilities
Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
D. The SKMS can include user skill levels
The SKMS is part of the Configuration Management System (CMS)
The group that authorizes changes that must be installed faster than the normal process is called the?
Emergency CAB (ECAB)
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
Service Design
Which of these statements about Service Desk staff is CORRECT?
The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization D. The SKMS can include user skill levels
The SKMS is part of the Configuration Management System (CMS)
The SKMS is part of the Configuration Management System (CMS) A. Services and Infrastructure B. Applications and Infrastructure C. Resources and Capabilities D. Utility and Warranty
Resources and Capabilities
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
The design of Market Spaces
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that information within the Service Pipeline is accurate
Ensuring that information within the Service Pipeline is accurate
Which role would you MOST expect to be involved in the management of Underpinning Contracts? A. Service Catalogue Manager B. IT Designer/Architect C. Process Manager D. Supplier Manager
Supplier Manager
Exhibit: Which is the correct combination of Service Management terms across the Lifecycle?
1B, 2C, 3D, 4A
A plan for managing the end of a supplier contract should be created when?
The contract is being negotiated
Which of the following sentences BEST describes a Standard Change? A. A change to the service provider’s established policies and guidelines B. A pre-authorized change that has an accepted and established procedure C. A change that is made as the result of an audit D. A change that correctly follows the required change process
A pre-authorized change that has an accepted and established procedure
The BEST description of the purpose of Service Operation is?
To deliver and support IT Services at agreed levels to business users and customers
Which of the following models would be most useful in helping to define an organizational structure? A. Service Model B. Continual Service Improvement (CSI) Model C. RACI Model D. Plan, Do, Check, Act (PDCA) Model
RACI Model
The group that reviews Changes that must be installed faster than the normal Change process is called the:
Emergency Change Advisory Board (ECAB)
- How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of business Activity (PBA)? Which of the questions does Service Strategy help answer with its guidance?
1, 2 and 3 are all true
Effective release and deployment management enables the service provider to add value to the business by?
Delivering change, faster and at optimum cost and minimized risk
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
The entire cycle should be repeated multiple times to implement Continual Improvement
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question “Did we get there?”?
Service Operation
Which of the following are responsibilities of a Service Level Manager? 1. Agreeing targets in Service Level Agreements. 2. Designing the service so it can meet the targets. 3. Ensuring all needed contracts and agreements are in place
1 and 3 only
Which of the following combinations covers all the roles in Service Asset and Configuration Management? A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager
Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
In many organizations the role of Incident Manager is assigned to the Service Desk.It is important that the Incident Manager is given the authority to:
Manage Incidents effectively through 1st, 2nd and 3rd line
Which of the following statements is CORRECT? A. The CMS is part of the Configuration Management Data Base (CMDB) B. The KEDB and the CMS form part of the larger SKMS C. The Service Knowledge Management System (SKMS) is part of the CMS D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
The KEDB and the CMS form part of the larger SKMS
The MAIN purpose of the Service Portfolio is to describe services in terms of?
Business Value
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
Whether to buy an application or build it
What is the entry point or the first level of the V model?
Customer / Business Needs
Which of the following BEST describes a Service Desk? A. A process within Service Operation providing a single point of contact B. A dedicated number of staff answering questions from users C. A dedicated number of staff handling Incidents and service requests D. A dedicated number of staff handling service requests
A dedicated number of staff handling Incidents and service requests
Service Acceptance criteria are used to?
Ensure delivery and support of a service
Contracts relating to an outsourced Data Centre would be managed by?
Facilities Management
Exhibit: 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun Which of the following are Service Desk organizational structures? Please refer to the exhibit.
1, 2 and 4 only
“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following? A. Markets and Customers B. Functions and Processes C. People, products and technology D. Applications and Infrastructure
Functions and Processes
Which of the following is NOT a valid objective of Request Fulfillment? A. To provide a channel for users to request and receive standard services B. To update the Service Catalogue with services that may be requested through the Service Desk C. To provide information to users about what services are available and how to request them D. To source and deliver the components of standard services that have been requested
To update the Service Catalogue with services that may be requested through the Service Desk
Effective release and deployment management enables the service provider to add value to the business by?
Delivering change, faster and at optimum cost and minimized risk
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Service Level Management
What are the three Service Provider business models?
Internal Service provider, External Service provider, Shared Service Provider
Which of the following CANNOT be stored and managed by a tool?
Wisdom
Which process is responsible for frequently occurring changes where risk and cost are low?
Request Fulfillment
Which of the following statements is CORRECT? 1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation 2. All of the phase of the lifecycle are concerned with the value of IT services.
2 only
The BEST description of the purpose of Service Operation is?
To deliver and support IT Services at agreed levels to business users and customers
Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimized
B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
All budgets and expenditures are accounted for
How does Problem Management work with Change Management?
By issuing RFCs for permanent solutions
Which of the following statements is CORRECT? A. The CMS is part of the Configuration Management Data Base (CMDB) B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) C. The Service Knowledge Management System (SKMS) is part of the CMS D. The KEDB and the CMS form part of the larger SKMS
The KEDB and the CMS form part of the larger SKMS
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
Demand Management
Which is NOT a purpose of Service Transition?
Provide training and certification in project management.
Which of the following is the BEST definition of an Incident? A. Loss of ability to operate to specification, or to deliver the required output B. A change of state which has significance for the management of a Configuration Item or IT Service C. A warning that a threshold has been reached, something has changed, or a failure has occurred D. An unplanned interruption to an IT service or reduction in the quality of an IT service
An unplanned interruption to an IT service or reduction in the quality of an IT service
The BEST description of the guidance provided by Service Design is?
The design and development of services and service management processes
Governance is concerned with:
Reducing the total cost of providing services
Which process is responsible for frequently occurring changes where risk and cost are low?
Request Fulfillment
To add value to the business, what are the four reasons to monitor and measure?
Validate; Direct; Justify; Intervene
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified? A. Business Objectives, IT Objectives, Process Metrics B. Process Models, Goals and Objectives C. Vision and Strategy, Tactical Goals and Operational Goals D. Business and IT Strategy and Process Definitions
Vision and Strategy, Tactical Goals and Operational Goals
- It delivers its primary result to a customer or stakeholder 2. It defines activities that are executed by a single function. Which of the following statements is CORRECT for every process?
1 only
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
Resources and Capabilities
Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and service requests 2. Providing first line investigation and diagnosis 3. Restoring service 4. Diagnosing the root cause of problems
1, 2 and 3 only
What is the definition of an Alert?
A warning that a threshold has been reached or that something has changed
Which of the following would NOT be a task carried out by the Request Fulfillment process? A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) B. Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists C. Provision of information used to compare actual performance against design standards D. Provision of information to users and customers about the availability of services and the procedure for obtaining them
Provision of information used to compare actual performance against design standards
Which of the following statements is CORRECT? A. Service Transition contains guidance on transferring services from strategy into the design phase of the Service Lifecycle B. Service Design provides guidance for the development of services and service management processes C. Continual Service Improvement contains guidance on supporting IT operations through models such as shared services D. Service Operation ensures that organizations are in a position to handle the costs and risks associated with their service portfolios
Service Design provides guidance for the development of services and service management processes
Which of the following CANNOT be stored and managed by a tool?
Wisdom
Which of the following is NOT a characteristic of a process? A. It is measurable B. Delivers specific results C. A method of structuring an organization D. Responds to specific events
A method of structuring an organization
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
Service Catalogue Manager
Which of the following is NOT the responsibility of the Service Catalogue Manager? A. Ensuring that all operational services are recorded in the Service Catalogue B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio C. Ensuring that information in the Service Catalogue is accurate D. Ensuring that information within the Service Pipeline is accurate
Ensuring that information within the Service Pipeline is accurate
The difference between service metrics and technology metrics is BEST described as?
Service metrics measure the end to end service; Technology metrics measure individual components
The term ‘Service Management’ is best used to describe?
A. Units of organizations with roles to perform certain activities
B. A set of specialized organizational capabilities for providing value to customers in the
form of services
C. The management of functions within an organization to perform certain activities
D. A set of specialized organizational capabilities for providing functions to customers in
the form of services
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 an Incident?
An unplanned interruption to an IT service or reduction in the quality of an IT service
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
The Request Fulfillment Process Owner
Which Service Design process makes the most use of data supplied by Demand Management?
Capacity Management
Which of the following statements is CORRECT? A. The KEDB and the CMS form part of the larger SKMS B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) C. The Service Knowledge Management System (SKMS) is part of the CMS D. The CMS is part of the Configuration Management Data Base (CMDB)
The KEDB and the CMS form part of the larger SKMS
Which of the following delivery strategies is described as, “Formal arrangements between two or more organizations to work together to design, develop, transition, maintain, operate and/or support IT services”? A. Insourcing B. Multisourcing C. Knowledge Process Outsourcing D. Application Service Provision
Multisourcing
Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that user is satisfied with the outcome
Both of the above
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business
objectives
B. The objective of any IT process should be expressed in terms of business benefits and
goals
C. A process may define policies, standards and guidelines
D. The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice”
The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice”
Which process contains the Business, Service and Component subprocesses?
Capacity Management
What are the three Service Provider business models?
Internal Service provider, External Service provider, Shared Service Provider
Which of the following statements about processes is INCORRECT? A. The output from a process has to conform to operational norms derived from business objectives B. The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice” C. The objective of any IT process should be expressed in terms of business benefits and goals D. A process may define policies, standards and guidelines
The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice”
A Service Level Agreement is?
An agreement between the Service Provider and their customer
One of the five major aspects of Service Design is the design of the service solutions. It includes?
Requirements, resources and capabilities needed and agreed
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
The Request Fulfillment Process Owner
Which of the following is NOT part of the Service Design phase of the Service Lifecycle? A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization B. Produce and maintain all necessary Service Transition packages C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Produce and maintain all necessary Service Transition packages
Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
Performance Management
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
Extreme internal focus
Which is the first step in the 7 Step Improvement Process?
Define what you should measure
Which of the following is NOT part of the Service Design phase of the Service Lifecycle? A. Produce and maintain all necessary Service Transition packages B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Produce and maintain all necessary Service Transition packages
The information that is passed to Service Transition to enable them to implement a new service is called:
A Service Design Package
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
The Request Fulfillment Process Owner
Which Service Design process makes the most use of data supplied by Demand Management?
Capacity Management
Which of the following statements BEST describes a Definitive Media Library (DML)? A. A secure location where definitive hardware spares are held B. A secure electronic library that contains all copies of software and licenses C. A secure library where definitive authorized versions of all software and back-ups are stored and protected D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
The BEST description of the purpose of Service Operation is? A. To decide how IT will engage with suppliers during the Service Management Lifecycle B. To design and build processes that will meet business needs C. To proactively prevent all outages to IT Services D. To deliver and support IT Services at agreed levels to business users and customers
To deliver and support IT Services at agreed levels to business users and customers
Which of the following is NOT an aim of the Change Management process?
A. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
B. Overall business risk is optimized
C. Standardized methods and procedures are used for efficient and prompt handling of all Changes
D. All budgets and expenditures are accounted for
All budgets and expenditures are accounted for
Which of these is NOT a responsibility of Application Management? A. Ensuring that the correct skills are available to manage the infrastructure B. Providing guidance to IT Operations about how best to manage the application C. Deciding whether to buy or build an application D. Assisting in the design of the application
Ensuring that the correct skills are available to manage the infrastructure
Which of the following might be used to manage an Incident? 1. Incident Model 2. Known Error Record
Both of the above
Which is the first step in the 7 Step Improvement Process?
Define what you should measure
What are the publications that provide guidance specific to industry sectors and organization types known as?
The ITIL Complementary guidance
A risk is:
Something that might happen
To add value to the business, what are the four reasons to monitor and measure?
Validate; Direct; Justify; Intervene
In Service Operation, if too much emphasis is placed on ‘Stability’, what might the likely outcome be in terms of responsiveness to customer needs?
It is possible that responsiveness may suffer and customers needs may not be met within business timescales
Which of the following CANNOT be stored and managed by a tool?
Wisdom
Major Incidents require?
Separate procedures
Which of the following is NOT one of the five individual aspects of Service Design? A. The design of the Service Portfolio, including the Service Catalogue B. The design of the technology architecture and management systems C. The design of Market Spaces D. The design of new or changed services
The design of Market Spaces
Which of the following is NOT an objective of Problem Management? A. Eliminating recurring Incidents B. Minimizing the impact of Incidents that cannot be prevented C. Preventing Problems and resulting Incidents from happening D. Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
Which of the following statements BEST describes a Definitive Media Library (DML)?
A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
Which of the following BEST describes a ‘Major Incident’? A. An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it B. An Incident which requires a large number of people to resolve C. An Incident which has a high impact on the business D. An Incident that is so complex that it requires root cause analysis before any workaround can be found
An Incident which has a high impact on the business
Which of the following is NOT part of the Service Design phase of the Service Lifecycle? A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced C. Produce and maintain all necessary Service Transition packages D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Produce and maintain all necessary Service Transition packages
Contracts relating to an outsourced Data Centre would be managed by?
Facilities Management
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
Excessive focus on cost
Which of the following is NOT a valid objective of Request Fulfillment?
To update the Service Catalogue with services that may be requested through the Service Desk
Which of the following do Service Metrics measure? A. Processes and functions B. Infrastructure availability C. The end to end service D. Maturity and cost
The end to end service
“Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. These specialized organizational capabilities include which of the following? A. Functions and Processes B. Markets and Customers C. Applications and Infrastructure D. People, products and technology
Functions and Processes
Which process is responsible for discussing reports with customers showing whether
services have met their targets?
A. Business Relationship Management
B. Continual Service Improvement
C. Service Level Management
D. Availability Management
Service Level Management
Which of the following statements about processes is INCORRECT?
The definition of Process Control is “The activity of planning and regulating a process, with the objective of achieving Best Practice”
How is the Service Catalogue used to add value to the service provider organization?
Displaying the relationships between configuration items
Which of the following statements BEST describes the aims of Release and Deployment Management? A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives B. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate D. To record and manage deviations, risks and issues related to the new or changed service
To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives
Which of the following BEST describes a Problem?
The cause of one or more Incidents
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
Whether to buy an application or build it
Which one of the following statements about Incident reporting and logging is correct? A. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity B. Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services C. Incident can only be reported by users, since they are only the only people who know when a service has been disrupted D. Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service.This includes technical staff
Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service.This includes technical staff
Removing or restricting rights to use an IT Service is the responsibility of which process?
Access Management
The Service Catalogue can be BEST described as:
The part of the Service Portfolio that is visible to customers
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset? A. Applications and Infrastructure B. Services and Infrastructure C. Resources and Capabilities D. Utility and Warranty
Resources and Capabilities
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
Extreme internal focus
What is the BEST description of an Operational Level Agreement (OLA)?
An agreement between the service provider and another part of the same organization
Which Function would provide staff to monitor events in a Network Operations Centre?
IT Operations Management
Which of the following is a responsibility of Supplier Management? A. Development, negotiation and agreement of contracts. B. Development, negotiation and agreement of Organizational Level Agreements C. Development, negotiation and agreement of Service Level Agreements. D. Development, negotiation and agreement of Service Portfolio
Development, negotiation and agreement of Service Level Agreements.
Which of the following areas would not be supported by a Service Design tool? A. Software design B. Process design C. Environment design D. Strategy design
Environment design
Which of the following is concerned with fairness and transparency? A. Governance B. Service Level Management C. Capacity Management D. Service Strategy
Service Level Management
Which Function would provide staff to monitor events in an Operations Bridge?
Technical Management
Who is responsible for defining Key Performance Indicators for Change Management?
The Change Management Process Owner
The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:
An SLA is legally binding, an OLA is a best efforts agreement
Which of the following is one of the primary objectives of Service Strategy? A. To design and build processes that will meet business needs B. To provide detailed specifications for the design of IT services C. To transform Service Management into a strategic asset D. To underscore the importance of services in the global economy
To provide detailed specifications for the design of IT services
Which of the following best describes a Service Request?
A request from a User for information or advice, or for a Standard Change
Which of the following are the main objectives of incident Management? Select all that apply A. To minimize adverse impacts on business operations B. To automatically detect service affecting Events C. The restore normal service operation as quickly as possible D. None of the other alternatives apply.
To minimize adverse impacts on business operations and The restore normal service operation as quickly as possible
Which of the following is NOT an aim of the Change Management process?
A. To deliver and manage IT services at agreed levels to business users
B. The impact of changes are better understood
C. Standardized methods and procedures are used for efficient and prompt handling of all
Changes
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
To deliver and manage IT services at agreed levels to business users
When can a Known Error record be raised? 1. At any time it would be useful to do so 2. After the permanent solution has been implemented
1 only
What is the Service V Model used for?
Identifying different levels of validation and testing that can be carried out
Which of the following are valid examples of business value measures? 1. Customer retention 2. Time to market 3. Service Architecture 4. Market share
1, 2 and 4 only
Which of the following options is a hierarchy that is used in Knowledge Management?
Data Information Knowledge Wisdom
Which process is responsible for sourcing and delivering components of requested standard services?
Request Fulfillment
Which of the following functions would be responsible for management of a data centre? A. Service Desk B. IT Operations Control C. Facilities Management D. Technical Management
Facilities Management
Which of these statements about Resources and Capabilities is C
Resources and Capabilities are both types of Service Asset
Which of the following statements is CORRECT? A. The Configuration Management System is part of the Known Error Data Base B. The Configuration Management System is part of the Configuration Management Database C. The Configuration Management System is part of the Service Knowledge Management system D. The Service Knowledge Management System is part of the Configuration Management System
The Configuration Management System is part of the Service Knowledge Management system
Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
The three subprocesses of Capacity Management are:
Business Capacity Management, Service Capacity Management and Component Capacity Management
What is the BEST description of a ‘Major Incident’?
An Incident which has a high priority or high impact on the business
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
extreme focus on cost
Which of the following statements is INCORRECTLY assigned to its book?
A. contains guidance on transferring the control of services between customers and
service providers:SERVICE TRANSITION
B. ensures that organization are in a position to handle the costs and risks associated with
their service portfolios: SERVICE STRATEGY
C. provides guidance for the development of services and service management processes:
SERVICE DESIGN
D. contains guidance on supporting operations through new models and architectures,
such as shares services: CONTINUAL SERVICE IMPROVEMENT
contains guidance on supporting operations through new models and architectures, such as shares services: CONTINUAL SERVICE IMPROVEMENT
The MAIN objective of Service Level Management is:
to ensure that an agreed level of IT service is provided for all current IT services
Which of the following are the two primary elements that create value for customers?
Utility and Warranty
To add value to the business, what are the four reasons to monitor and measure?
Validate; Direct; Justify; Intervene
How many numbered steps are in the continual service improvement (CSI) process?
7 steps
Which process is responsible for recording the current details, status, interfaces and dependencies of all the services that are being run or being prepared to run in the live environment?
service catalogue management
Which of the following is NOT a function? A. Technical Management B. Incident Management C. Service Desk D. Application Management
Incident Management
What is the RACI model used for?
defining roles and responsibilities
Which of the following is NOT a responsibility of the Service design manager? A. Design and maintain all necessary service transition packages B. take the overall service strategies and ensure they are reflected in the service design process and the service designs that are produced C. measuring the effectiveness and efficiency of service design and the supporting processes D. produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
Design and maintain all necessary service transition packages
Exhibit: 1. allocate roles and responsibilities to work on CSI initiatives 2. measure and review that the CSI plan is executed and its objectives are being achieved 3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement Order the following continual service improvement (CSI) implementation steps into the CORRECT sequence in alignment with the plan, do check, act (PDCA) model.Please refer to the exhibit.
3-1-2-4
Which processes review underpinning contracts on a regular basis? A. to restore service to a user B. to manage problems throughout their lifecycle C. to prevent problems and their resultant incidents D. to minimize the impact of incidents that cannot be prevented
supplier management and service level management
Which of the following is NOT a valid objective of problem management?
A. to restore service to a user
B. to manage problems throughout their lifecycle
C. to prevent problems and their resultant incidents
D. to minimize the impact of incidents that cannot be prevented
to restore service to a user
Which of the following sentences BEST describes a standard change? A. a pre-authorized change that has an accepted and established procedure B. a change to the service provider’s established policies and guidelines C. a change to that correctly follows the requires change process D. a change that is made as the result of an audit
a pre-authorized change that has an accepted and established procedure
Even Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle?
Service Operation
Which process is responsible for low risk, frequently occurring, low cost changes?
request fulfillment
Which of the following is NOT the responsibility of the service catalogue manager? A. ensuring that all the operational services are recorded in the service catalogue B. ensuring that the information in the service catalogue is consistent with the information in the service portfolio C. ensuring that the information in the service catalogue is accurate D. ensuring that the information within the service pipeline is accurate
ensuring that the information within the service pipeline is accurate
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented process?
the request fulfillment process owner
Which of the following is a valid role in the RACI Authority Matrix? A. Controlled B. Configuration C. Consulted D. Complex
Consulted
What does a service always have to deliver to its customers?
value
The two main parts of the service catalogue are:
the business service catalogue and the technical service catalogue
Which of these statements about assets, resources and capabilities is MOST accurate?
resources and capabilities are both types of asset
RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles? A. consulted B. Reliable C. informed D. accountable
Reliable
Which of the following is the CORRECT description of the Seven R’s of Change Management?
A. A set of questions that should be asked to help understand the impact of Changes
B. A definition of the roles and responsibilities required for Change Management
C. A set of questions that should be asked when reviewing the success of recent change
D. A seven step process for releasing Changes into production
A set of questions that should be asked to help understand the impact of Changes
IT operations management have been asked by a customer to carry out non-standard activity that will cause them to miss an agreed service level target. How should they respond?
A. the portion of a service or IT infrastructure that is normally released together
B. the team of people responsible for implementing a release
C. a measurement of cost
D. a function described within service transition
make a decision based on balancing stability and responsiveness
Which of the following is the CORRECT definition of release unit?
A. the portion of a service or IT infrastructure that is normally released together
B. the team of people responsible for implementing a release
C. a measurement of cost
D. a function described within service transition
the portion of a service or IT infrastructure that is normally released together
Which of the following is NOT an example of self-help capabilities? A. requirement to always call the service desk for service requests B. a direct interface into the back end process-handling software C. web front-end D. menu-driven range of self help and service requests
requirement to always call the service desk for service requests
Exhibit: 1. Agreeing targets in service level agreements 2. Designing technology to support the service 3. Ensuring required contracts and agreement are in place
1 and 3 only
Major Incidents require:
separate procedures
Exhibit: 1. what is the vision? 2. where are we now? 3. where do we want to be ? 4. how do we get there? 5. did we get there ? 6. ? What would be the next step in the continual service improvement model (CSI) after (please refer to the exhibit).
how do we keep the momentum going?
Which of the following is NOT an aim of the change management process?
A. Overall business risk is optimized
B. standardized methods and procedures are used for efficient and prompt handling of all changes
C. all budgets and expenditures are accounted for
D. all changes to service assets and configuration items (CIs) are recorded in the configuration management system
all budgets and expenditures are accounted for
To add value to the business, what are the four reasons to monitor and measure? A. plan; predict; report; justify B. validate; direct; justify; intervene C. report; manage; improve; extend D. manage; monitor; diagnose; intervene
validate; direct; justify; intervene
Which of the following BEST describes a service request? A. anything that the customer wants and is prepared to pay for B. any request for change that is low risk and can be approved by the change manager without a CAB meeting C. A request from a user for information or advice or for a standard change D. any request or demand that is entered by a user via a self-help web-based interface
A request from a user for information or advice or for a standard change
The MAIN purpose of the service portfolio is to describe services in terms of?
business value
Which role would you MOST expect to be involved in the management of underpinning contracts?
supplier manager
