ITIL Sample Test 4 Notes

Question 1

The RACI model is used in _____ processes.

Answer 1

Designing

Question 2

Service Failure Analysis (SFA) in Service Design helps in identifying the cause of ______ interruptions.

Answer 2

Service

Question 3

Classify the CI’s

Answer 3

Service CIs, Service Life Cycle CIs, Organizatiional CIs, Internal CIs, External CIs, Interface CIs

Question 4

To whom does Service in ITIL provide value:

Answer 4

Customer, Service Provider, & IT

Question 5

Name three items that are true with respect to the Change Management Process in the Service Transition phase.

Answer 5

1. Implement changes as per the agreed SLAs in a cost effective manner.
2. Comply to goverance, legal, contractual, and regulatory needs.
3. Try to reduce the total number of failed changes by effectively implementing them and therefore reducing service disruption.

Question 6

Give the correct order of activities in the Service Request Fulfillment process:

Answer 6

1. The Service Request is then recorded as per procedures.
2. Inititially, the service request is checked for appropriate approval and then after categorization, it is proritized.
3. The Service Request is then handed over to the department owners as per existing procedures.
4. The request is worked on and tracked for completion. If the requestor is satisfied with the action, then it is closed.

Question 7

Which stage of the Service Lifecycle is viewed as the “factory” of IT?

Answer 7

Service Operation

Question 8

The best partnership achieved in a Service Provider and Customer Relationship indeed has the characteristics of sharing the _____ and _____, as well as, _____ and growing together.

Answer 8

Risk
Reward
Evolving

Question 9

Name two true statements with respect to the Event Managment Process.

Answer 9

1. The occurence of an event has considerable significance on the infrastructure and IT service delivery.
2. Events are notifications created by a Configuration Item (CI) or IT service or a software tool.

Question 10

Name the 7-Step Improvement Process

Answer 10

1. Identify the strategy for improvement
2. Define what you will measure
3. Gather the data
4. Process the data
5. Analyze the information & data
6. Present & use the information
7. Implement improvement

Question 11

_____ _____ _____ are those made to the working practices within the Service Operations processes, functions, and the technology itself. Generally, they involve smaller improvements that do not change the fundamental nature of a process or technology, such as training, tuning, or personnel redeployments.

Answer 11

Short Term Improvements

Question 12

True or False
Whenever a new service is conceived and launched, all the activities ensure that business value is retained and it produces results as expected.

Answer 12

True

Question 13

True or False

When a new service is introduced, there are always ways to look at it in the form of improvement opportunities.

Answer 13

True

Question 14

True or False

Continual Service Improvement process feeds back only to Service Strategy stage in the Service Lifecycle.

Answer 14

False

Question 15

The _____ _____ _____ objective is to manage the information within the Service Catalog and to ensure its correctness for implementation in the LIVE environment.

Answer 15

Service Catalog Management Process

Question 16

The purpose of the _____ _____ _____ in the Service Life Cycle is to design a new or changed service to be introduced into the LIVE environment.

Answer 16

Service Design Stage