ITILfoundations Flashcards
1
Q
D. Technology, process and service
A
D
2
Q
D. Continual Service Improvement
A
C
3
Q
D. A measure of how quickly a service or component can be restored to normal working
A
C
4
Q
D. The Plan, Do, Check, Act (PDCA) cycle
A
B
5
Q
D. Defining roles and responsibilities
A
D
6
Q
D. Proprietary knowledge has been tested in a wide range of environments
A
A
7
Q
D. To define and agree release and deployment plans with customers and stakeholders
A
D
8
Q
D. SLA Monitoring Chart (SLAM)
A
D
9
Q
D. Units of organizations with roles to perform certain activities
A
A
10
Q
D. Markets and Customers
A
B
11
Q
D. A method of structuring an organization
A
D
12
Q
D. 2 only
A
B
13
Q
D. To plan and manage the capacity and resource requirements to manage a release
A
B
14
Q
D. To deliver and manage IT Services at agreed levels to business users and customers
A
D
15
Q
D. Both of the above
A
B
16
Q
D. A document that describes business services to operational staff
A
A
17
Q
D. The portion of a service or IT infrastructure that is normally released together
A
D
18
Q
impacted or not
A
B
19
Q
D. The cause of one or more Incidents
A
D
20
Q
D. People, Products, Technology, Partners
A
C
21
Q
D. What is the Value On Investment (VOI)?
A
C
22
Q
D. 2-3-4-1
A
A
23
Q
D. Defining measurable targets
A
D
24
Q
D. Infrastructure availability
A
C
25
D. Demand Management
D
26
D. To ensure that an agreed level of IT service is provided for all current IT services
D
27
D. Supplier Management, Demand Management and Service Level Management
A
28
D. Service Catalogue and Service Portfolio are different names for the same thin
C
29
D. Incident Management
B
30
D. Roles, people or group
D
31
Fulfilment
A
32
D. The Configuration Management System is part of the Configuration Management Database
C
33
D. 1 and 4 only
C
34
D. Less documentation
A
35
infrastructure devices not services
B
36
D. An Incident which has a high priority or high impact on the business
D
37
D. Priority should be based on impact and urgency
D
38
D. Failing to meet the Incident resolution times specified in a Service Level Agreement
A
39
business
D
40
Change Advisory Board (CAB) meeting
A
41
D. To eliminate recurring Incidents
C
42
D. 1, 2 and 3 only
A
43
D. Facilities Management and Release Management
C
44
D. Data
C
45
D. All of the above
D
46
D. Process definitions
B
47
D. Internal Service provider, External Service provider, Shared Service Provider
D
48
D. All complex multi-user services
A
49
D. Incident Management, Service Desk, Request Fulfilment, Access Management and Event Management
A
50
D. The Facilities Management function
A
51
D. Service Operation: IT Operations Management
A
52
D. Capacity Management
D
53
D. All of the above
A
54
D. Availability Management
C
55
D. IT Services, Components and Business Processes
A
56
D. 1 and 3 only
B
57
D. Continual Service Improvement
C
58
D. A capacity management information system (CMIS)
D
59
D. Financial Management
A
60
D. 1, 3 and 4 only
C
61
D. 2 and 4 only
A
62
D. The Change Manager who provides formal authorisation for each change
C
63
D. Urgent Change Authority (UCA)
B
64
D. A change to a business process
D
65
D. To record and manage deviations, risks and issues related to the new or changed service
A
66
D. 2, 3 and 4 only
B
67
D. Facilities Management
D
68
D. Ensuring that agreed Service Level Requirements are met
B
69
D. Something that might happen
D
70
D. An agreement between the Service Provider and their customer
D
71
D. Metrics and Critical Success Factors (CSFs) in an external agreement
B
72
D. Service Asset and Configuration Management
D
73
D. Demand Management
C
74
D. Defining how frequently received user requests should be handled
D
75
D. To manage the right to use a service or group of services
D
76
D. 3 and 4 only
B
77
D. A metric for measuring the effectiveness of the Release and Deployment Management process
A
78
D. Performance Management
B
79
D. Neither of the above
C
80
D. Request Fulfilment
D
81
D. The Continual Service Improvement Manager
A
82
D. The Customer
B
83
D. Change Management
C
84
D. The design of the technology architecture and management systems
C
85
D. Coordinate
D
86
D. 1, 2 and 4 only
C
87
D. Is accountable for a specific service within an organization
A
88
D. Manage an activity
C
89
D. Plan, Do, Check, Act (PDCA) Model
A
90
D. Ensuring that all operational services are recorded in the Service Catalogue
B
91
D. Release and Deployment Management
C
92
D. All of the above
C
93
D. The Service Level Manager
C
94
D. The Supplier Management
D
95
D. Resources
C
96
D. The Finance department
A
97
D. Service Operation
C
98
D. Service Design
D
99
D. All of the above
C
100
D. Service Level Management
B
101
D. Development, negotiation and agreement of Operational Level Agreements (OLAs)
B
102
D. An agreement that covers one service for all users of that service
D
103
D. None of the above
C
104
D. The IT Service Continuity Plan
B
105
D. They respond to specific events
A
106
D. All of the above
D
107
D. Better balance of technical skills to support live services
D
108
D. Continual Service Improvement
A
109
D. Changes to the SLA can only be requested by the customer
C
110
D. No, a Known Error must be raised at the same time as a problem
A
111
D. All of the above
D
112
D. None of the above
C
113
D. To detect security events and make sense of them
B
114
D. There is a single desk in one location serving the whole organization
D
115
D. People, Potential, Products, Performance
B
116
D. All of the above
D
117
D. 2 Plan, 3 Do, 4 Check, 1 Act
C
118
D. Did we get there?
B
119
D. None of the above
A
120
D. Information recorded by the Service Desk when an Incident is reported
C
121
D. All of the above
D
122
D. Maintenance of status quo to achieve stability of day to day processes and activities
C
123
D. Only one - the process architect
B
124
D. All of the above
D
125
D. Customer satisfaction
A
126
D. The Service Strategy book
A
127
D. Incidents and Problems
B
128
D. Service Operation
D
129
D. Availability Management
A
130
D. Service value is actually seen by customers
D
131
D. Service Strategy
C
132
D. 2 only
B
133
D. Key performance indicators
A
134
D. Neither of the above
D
135
D. An SLA for a service with no customers
A
136
D. Service, User, IT
B
137
D. Review and Close
A
138
D. The Change Manager
B
139
D. The ECAB will be chaired by the IT Director
?
140
D. Asset Baseline
A
141
D. Neither of the above
C
142
D. Defines how version numbers should be used in a release
B
143
D. Software Secure Library
A
144
D. A Service Description
A
145
D. Neither of the above
B
146
D. All of the above
D
147
D. Closure
A
148
D. Standard Operating Procedures (SOP)
B
149
D. New Known Errors
C
150
D. Proactive and Reactive
D
151
D. Change Management
A
152
D. The Information Management System
B
153
D. Key Performance Indicators (KPIs)
A
154
D. Steady, ongoing improvement
D
155
D. Continual Service Improvement
C
156
D. Service Design
B
157
D. Service Transition
B
158
D. A Business Case
D
159
D. The terms and conditions in an IT outsource contract
A
