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