ITIL Revision 3.2 Flashcards
Adopting and implementing which lifecycle stage helps improve service consistency, alignment and performance?
Service design
Governance DOES NOT include which of the following?
A) Taking actions to resolve issues
B) Defining roles and responsibilities
C) Policies and strategy
D) Measuring service performance
D) Measuring service performance
Which ITIL process manages an Operational Level Agreement (OLA)?
Service Level Management (SLM)
During an implementation of service management, who’s responsible for ensuring risks are mitigated?
The project manager
Within the context of Continual Service Improvement (CSI), what are baselines used for?
To establish an initial data point to determine whether improvements are required
Which process is responsible for prioritising info to users and customers about service availability and the procedure for obtaining them?
Request fulfilment
What’s the correct list of ITIL supplier categories?
Strategic-Tactical-Operational-Commodity
Which of the following are included in the service catalogue management process?
1) Development and maintenance of services and service package descriptions
2) Interfaces and dependencies between all services and supporting services
3) Contribution to the definition of services and service packages
4) Maintenance and fulfilment of service requests, as performed through request fulfillment
1, 2 and 3
1) Development and maintenance of services and service package descriptions
2) Interfaces and dependencies between all services and supporting services
3) Contribution to the definition of services and service packages
Which process specifically ensures releases into controlled environments and operational use are formally authorised?
Service Asset and Configuration Management (SACM)
Which of the following IS NOT a purpose of a business impact analysis?
1) Quantify the type of impact a loss of service would have on the business
2) Identify what other services are affected by a service change
3) Identify the hard and soft impacts of a disaster
4) Identify the most important vital business functions to the organisation
2) Identify what other services are affected by a service change
What’s the scope of the problem management process?
The activities required to diagnose the root causes of incidents and to determine the resolution of the problems
What other ITIL provides info to capacity management via continual monitoring of performance?
Service operation
Which of the following IS NOT an example of service automation?
A) Optimisation of computing resources
B) Storing progress knowledge
C) Automatic routing of incident reports
D) Computing a customer satisfaction survey
D) Computing a customer satisfaction survey
