ITIL Sample Test 5 Notes

Question 1

One of Service Operation’s key goals is achieving balance between the Internal IT View and the External Business View, as well as, _____ _____ _____.

Answer 1

Stability and responsiveness

Question 2

An appropriate _____ must be struck between stability and responsiveness.

Answer 2

Balance

Question 3

Too much focus on _____ can cause IT to ignore changing business requirements.

Answer 3

Stability

Question 4

Too much focus on _____ can result in a decrease in the stability of the infrastructure.

Answer 4

Responsiveness

Question 5

Which Service Design process is concerned with negotiating and establishing performance targets?

Answer 5

Service Level Management

Question 6

_____ _____ _____ concerns itself with determining, negotiating, and establishing service delivery target levels.

Answer 6

Service Level Management

Question 7

Which process is focused on the underlying IT Infrastructure?

Answer 7

Component Capacity Management

Question 8

_____ _____ _____ provides for the identification and managemnt of IT infrastructure components such as CPU, memory, bandwidth, and disk utilization.

Answer 8

Component Capacity Management

Question 9

Predicting and balancing capabilities, resources, and demand are the goals of which process?

Answer 9

Capacity Management

Question 10

To be most effective, the _____ _____ process must be impartial to all groups within an organization. This impartiality allows the _____ _____ team to make decisions that best support the organization as a whole.

Answer 10

Change Management.

Question 11

_____ _____ _____ are responsible for deploying and managing service level agreements, as well as, the supporting vendor contracts the service requires.

Answer 11

Service Level Managers

Question 12

The _____ _____ _____ is the body of experts that the Change Manager relies on for advice and information when changes are proposed. The _____ _____ _____ is composed of representitives from various stakeholder groups such as IT, Finance, HR, or even 3rd party suppliers.

Answer 12

Change Advisory Board (CAB)

Question 13

Although the _____ _____ is responsible for authorizing changes, he or she must have Financial, Business, and Technology approval before final approval is granted.

Answer 13

Change Manager

Question 14

_____ comes from having knowledge and experience to make sound judgments and decisions. It is a quality that can not be captured in a database or tool.

Answer 14

Wisdom

Question 15

ITIL describes a model for ensuring a service is ready for release to customers that involves specifying and validating all requirements. What is this model called?

Answer 15

Service V

Question 16

Spare equipment and components that are preconfigured and maintained at the same level as the production environment are housed in an inventory called _____ _____.

Answer 16

Definitive Spares

Question 17

_____ _____ _____ uses organizational, procedural, physical, and technical controls to secure IT assets.

Answer 17

Information Security Management

Question 18

_____ _____ addresses the symptoms of an unplanned disruption or outage to restore service operation as quickly as possible.

Answer 18

Incident Management

Question 19

The Release and Deployment Manager must coordinate tasks, deadlines, and delivery of services and service changes with many different groups within an organization. _____ _____ skills would be most beneficial for this role.

Answer 19

Project Management

Question 20

A new or modified service that is released to all users is known as what type of deployment?

Answer 20

Big Bang