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ITIL v.3 > ITIL v.3 > Flashcards

ITIL v.3 Flashcards

Study prep for ITIL v.3 exam

1
Q

What types of changes are NOT usually included within the scope of change management?

A

Changes to business strategy

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2
Q

Which of the following is NOT a purpose of service operation?

A

To undertake testing to ensure services are designed to meet business needs

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3
Q

What does the term IT operations control refer to?

A

Overseeing the execution and monitoring of operational activities and events

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4
Q

Which process is responisible for recording relationships between service components?

A

Service asset and configuration management (SACM)

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5
Q

What is the RACI model used for?

A

Documenting the roles and responsibilities of stakeholders in a process or activity

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6
Q

Which of the following is the BEST description of an operational level agreement (OLA)?

A

An agreement between an IT service provider and another part of the same organization that assists the provision of services

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7
Q

What is the MAIN purpose of availability agreement?

A

To ensure the service availability meets the agreed needs of the business

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8
Q

Which of the following does service transition provide gudance on?

A
  • Introducing new services
  • Decomissioning services
  • Transfer of services between service providers
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9
Q

Which of the following is NOT a stage of the service lifecycle?

A

Service optimization

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10
Q

Which one of the following statements about a configuration management system (CMS) is CORRECT?

A

If an organization outsources its IT services there is still a need for a CMS

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11
Q

What are the three sub-processes of capacity manangement?

A
  • Business capacity manangement
  • Service capacity management
  • Component capacity management
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12
Q

Which of the following would be stored in the definitive media library (DML)?

A
  • Copies of purchased software
  • Copies of internally developed software
  • Relevant license documentation
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13
Q

Which process is responsible for reviewing for reviewing operational level agreements (OLAs) on a regular basis?

A

Service Level management (SLM)

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14
Q

Which role should ensure that process documentation is current and available?

A

The process owner

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15
Q

Which of the following does the release nad deploymet management process address?

A
  • Defining and agreeing release and deployment plans

- Ensuring release packages can be tracked

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16
Q

Which of the following are characteristics of every process?

A
  • It is measureable
  • It delivers a specific result
  • It delivers its primary results to a customer or stakeholder
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17
Q

Which of the following are key ITIL characteristics that contribute to its success?

A

It is vendor neutral, it is non-prescriptive, it is a best practice

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18
Q

Who should be granted access to the information security policy?

A

All customers, users and IT staff

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19
Q

Which of the following are valid elements of a service design package (SDP)?

A
  • Agreed and documented business requirements
  • A plan for the transition of service, requirements for new or changed service
  • Metrics to measue the service
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20
Q

Which of the following are examples of tools that might support the service transition stage of the service lifecycle?

A
  • A tool to store definitive versions of software
  • A workflow tool for managing changes
  • An automated software distribution tool
  • Testing and validation tools
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21
Q

Which of the following statements about problem management is/are correct?

A
  • It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change manangemnt
  • It provides management information about the cost of resolving and preventing problems
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22
Q

What is the purpose of the request fulfillment process?

A

Dealing with service requests from the users

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23
Q

Which statement about value creation through services is CORRECT?

A

The customer’s perception of the service is an inportant factor in value creation

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24
Q

Which of the following statements about internal and external customers is MOST correct?

A

Internal and external customers should receive the level of customer service that has been agreed

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25
Q

Which of the following should IT services deliver to customers?

A

Value

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26
Q

Which of the following activities is part of the service level agreement (SLM) process?

A

Monitoring service performance against service level agreements (SLAs)

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27
Q

Which of the following BEST summarizes the purpose of event management?

A

The ability to detect events, make sense of them and determine the appropriate control of action

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28
Q

Which of the following should service catalogue contain?

A

Details of all operational services

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29
Q

What does “Warranty of Service” mean?

A

Customers are assured of certain levels of availability, capacity, continuity and security

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30
Q

Which is the first activity of the continual service improvement (CSI) approach?

A

Understand the business vision and objectives

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31
Q

Which of the following is a benefit of using the incident model?

A

It provides pre-defined steps for handling particular types of incidents

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32
Q

Which one of the following is the CORRECT sequence of activities for handling an incident?

A
  • Indentification
  • Logging
  • Categorization
  • Prioritization
  • Initial diagnosis
  • Escalation
  • Investigation and diagnosis
  • Resolution and recover
  • Closure
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33
Q

Which service lifecycle stage ensure that measurement methods will provide the required metrics for new or hanged services?

A

Service design

34
Q

Which of the following processes are concerned with managing risks to services?

A
  • IT service continuity management

- Information security management

35
Q

Which one of the following is NOT a type of metric described in continual service improvement (CSI)?

A

Personnel metrics

36
Q

Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT?

A

The CMS is part of the SKMS

37
Q

What is the role of the emergency change advisory board (ECAB)?

A

To assist the change manager in evaluating emergency changes and to decide whether they should be authorized

38
Q

Which of the following statements about the service desk is/are CORRECT?

A

The service desk is a function that provides a means of communication between IT and its users for all operationalal issues

39
Q

Which one of the following is the CORRECT list of the 4 p’s of service design?

A
  • People
  • Partners
  • Products
  • Processes
40
Q

Which one of the follwing represents the BEST course of action to take when a problem workaround is found?

A

The problem record remains open and details of the workarounds are documented within it

41
Q

Input from which processes could be considered by service level management when negotiating service level agreements (SLA)?

A

All other ITIL processes

42
Q

Which one of the following statements about a standard change is INCORRECT?

A

They must be implemented as soon as possible

43
Q

Which of the following statements about the service desk are CORRECT?

A
  • It provides a single point of contact between the service provider and users
  • It manages incidents and service requests
  • Service desk staff try to restore service as quickly as possible
44
Q

Which of the following statements about functions are CORRECT?

A
  • They may include tools
  • They are groups that use resources to carry out one or more activities
  • One person or group may perform multiple functions
45
Q

Which one of the following is the BEST description of the activities carried out by the facilities management?

A

Management of the physical IT environment such as a data centre or computer room

46
Q

Which process would assist with the identification and resolustion of any incidents and problems associated with service or component performance?

A

Capacity management

47
Q

Which one of the foloowing statements about the known error database (KEDB) is most correct?

A

The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process

48
Q

Which of the following statements about key performance indicators (KPIs) and metrics are CORRECT?

A
  • Service metrics measure end-to-end service
  • Each KPI should relate to a critical success factor
  • Metrics can be used to identify improvement oportunities
  • KPIs can both be qualitative and quantitative
49
Q

Which one of the following maintains relationships between all service components?

A

The configuration management system

50
Q

Should a customer’s request for a new service ALWAYS be fulfilled?

A

No - it is the responsibility of the service provider to carry out due diligence before requests are fulfilled

51
Q

Which of the following statements is/are correct?

A

Problem management can support the service desk by providing known errors to speed up incident resolution

52
Q

A failure has occured on a system and is detected by a monitoring tool. This system supports a live IT service. When should an incident be raised?

A

Immediately, to limit or prevent impact on users

53
Q

Which of the following could be considered stakeholders in a service management project?

A
  • Users
  • Customers
  • Suppliers
  • Functions

All of the above

54
Q

Which of the following activities does service asset and configuration management ensure are preformed?

A
  • Configuration items (CIs) are identified
  • CIs are baselined
  • Changes to CIs are controlled

All of the above

55
Q

Which of the following aspects of service design should be considered when designing a service solution?

A
  • Measurement methods and metrics
  • Management information systems and tools
  • Technology architectures
  • The process required

All of the above

56
Q

Which one of the following statements is CORRECT for ALL processes?

A

They deliver results to a customer or stakeholder

57
Q

Which process is primariry responsible for packaging, building, testing and deploying services?

A

Release and deployment management

58
Q

Which one of the following is the BEST example of a workaround?

A

A technician installs a scrit to temmporariy divert prints to an alternative printer until a permanent fix is applied

59
Q

Which of the following areas can be helped by technology?

A
  • Requset management
  • Service catalogue management
  • Detection and monitoring
  • Design and modeling
60
Q

Which one of the following is the CORRECT list of stages in the Deming Cycle?

A
  • Plan
  • Do
  • Check
  • Act
61
Q

Which two processes will be involved the MOST in negotiating and agreeing contracts for the provision of recovery capability to support continuity plans?

A
  • IT service continuity management

- Supplier managemnt

62
Q

Which one of the following is the BEST definition of an incident model?

A

A set of pre-defined steps to be followed when dealing with a known type of incident

63
Q

What roles are defined in the RACI model?

A
  • Responsible
  • Accountable
  • Consulted
  • Informed
64
Q

Which stage of the service lifecycle decides what services should be offered and to whom they will be offered?

A

Service strategy

65
Q

Which of the following does continual service improvement (CSI) provide guidance on?

A
  • How to improve process efficiency and effectiveness
  • How to improve services
  • Improvement of all stages of the service lifecycle
66
Q

Which of the following is a type of service level agreement (SLA) described in the ITIL service design publication?

A

Customer-based SLA

67
Q

Which one of the following is the BEST defiition of an event?

A

A change of state that has significance for the management of an IT service

68
Q

Which one of the following is the MOST appropriate stakeholder to define the value of a service?

A

Customers

69
Q

Which of the following should be treated as an incident?

A
  • A user is unable to access a service during service hours
  • An authorized IT staff member is unable to access a service during service hours
  • A network component fails but the user is not aware of any disruption of service
  • A user cotacts the service desk about the slow performance of an application
70
Q

Which of the following statements about a change model is CORRECT?

A

A change model defines the steps that should be taken to handle a particular type of change

71
Q

The CSI approach uses a number of techniques. Which of the following techniques would BEST help a business understand “where are we now”?

A

Performing a baseline assesment

72
Q

Which service operation processes are missing from the following list?

A 
Incident management
Problem management
Access Management
- Event Management
- Request fulfillment
73
Q

Which stage of the service lifecycle provides a framework for evaluating service capabilities and risk profiles before new or changed services are deployed?

A

Service strategy

74
Q

Which of the following activities should a service owner undertake?

A
  • Representing a specific service across the organization
  • Helping to identify service improvements
  • Representing a specific service in change advisory board (CAB) meetings
75
Q

Which one of the following is NOT a purpose or objective of availability management?

A

To ensure that business continuity plans are aligned to business objectives

76
Q

Which one of the following is a CORRECT description of the “four P’s” of service design?

A

Four major areas that need to be considered during service design

77
Q

Which one of the following BEST describes a major problem review?

A

Facilitated by the problem manager, the review is conducted so that lessons can be learned from the major problem, and to provide training and awareness for support staff

78
Q

Which one of the following statements about supplier management is INCORRECT?

A

Supplier management negotiates operational level agreements (OLAs)

79
Q

Which one of the following is a primary purpsoe of business relationship management?

A

Understanding the customer’s needs to ensuring they are met

80
Q

Which of the following staements is an objective of the design coordination process?

A

To monitor and improve the preformance of the service design lifecycle stage

ITIL v.3 (1 decks)

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