ITIL Sample Test 2 Notes

Question 1

The term _____ _____ is most applicable to the specialized organizational capabilities which provide value to customers in the form of services. (Service Lifecycle)

Answer 1

Service Management

Question 2

_____ are measurable because they are performance based. In addition, _____ respond to specific event and have specific results.

Answer 2

Processes

Question 3

A _____ is a specialized subdivision of an organization.

Answer 3

Function

Question 4

_____ _____ _____ encompasses information on services which is visible to the client (The Business Service), as well as, internal information regarding services; such as their relationship with CI’s (SD)

Answer 4

Technical Service Catalogue

Question 5

The _____ _____ is a subset of the _____ _____ and only includes services which are approved and active in Service Operation.

Answer 5

Service Catalogue

Service Portfollio

Question 6

Availabiltiy, Capacity, Continuity, and Security are examples of

Answer 6

Warranty

Question 7

A _____ _____ _____ may contain one or more Configuration Management Databases (CMDB), but a CMDB may not contain a _____.

Answer 7

Configuration Management Systems (CMS)

Question 8

Knowledge, capital, and infrastructure are all types of service assets which contribute to the basis of _____ for a service.

Answer 8

Value

Question 9

“Fitness of Use” describes the concept of

Answer 9

Warranty

Question 10

_____ is what a customer receives.

Answer 10

Utility

Question 11

_____ affirms how it will be delivered.

Answer 11

Warranty

Question 12

Business Case, Pre-program ROI, and Post-program ROI are all techniques used when seeking _____ for an ITIL project.

Answer 12

Financing

Question 13

A _____ _____ _____ is the formal plan used to implement improvements to an IT Service; and is a result of the CSI plan.

Answer 13

Service Improvement Plan (SIP)

Question 14

A _____ _____ reflects a decision-making, support, and planning instrument that prepares for the likely consequences of a business action.

Answer 14

Business Case

Question 15

An _____ describes a significant change of state related to the management of an IT Service of Configuration Item.

Answer 15

Event

Question 16

An _____ is a notification created by an IT Service for a specific event.

Answer 16

Alert

Question 17

For an IT Service to suceed, one or more _____ _____ _____ must be identified and measured by an associated KPI.

Answer 17

Critical Success Factor (CSF’s)

Question 18

_____ _____, under Service Operation, is responsible for managing the overall lifecycle of all Service Requests.

Answer 18

Request Fulfillment

Question 19

Market focus, distinguishing one’s capabilities, and performance anatomy are all goals of _____ _____.

Answer 19

Service Strategy

Question 20

The _____ _____ _____ _____ is used to manage the entire lifecycle of supplier contracts, and is a component of the Service Knowledge Management System.

Answer 20

Service and Contract Database (SCD)

Question 21

Substitution, disruption, and distinctiveness are all _____ of outsourcing. Vendor competition is not one of them.

Answer 21

Risks

Question 22

Process to plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by business while protecting the integrity of existing systems.

Answer 22

Release and Deployment Management

Question 23

The _____ _____ _____ ensures the appropriate services from a business customer/user perspective.

Answer 23

Business Service Catalog(s)

Question 24

The _____ _____ _____ contains more detailed descriptions of systems and components that comprise a service.

Answer 24

IT Service Catalog

Question 25

_____ _____ _____ is tasked with the negotiating service levels for all services within the service catalog.

Answer 25

Service Level Management