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ITIL > ITILfoundations > Flashcards

ITILfoundations Flashcards

1
Q

D. Technology, process and service

A

D

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2
Q

D. Continual Service Improvement

A

C

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3
Q

D. A measure of how quickly a service or component can be restored to normal working

A

C

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4
Q

D. The Plan, Do, Check, Act (PDCA) cycle

A

B

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5
Q

D. Defining roles and responsibilities

A

D

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6
Q

D. Proprietary knowledge has been tested in a wide range of environments

A

A

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7
Q

D. To define and agree release and deployment plans with customers and stakeholders

A

D

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8
Q

D. SLA Monitoring Chart (SLAM)

A

D

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9
Q

D. Units of organizations with roles to perform certain activities

A

A

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10
Q

D. Markets and Customers

A

B

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11
Q

D. A method of structuring an organization

A

D

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12
Q

D. 2 only

A

B

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13
Q

D. To plan and manage the capacity and resource requirements to manage a release

A

B

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14
Q

D. To deliver and manage IT Services at agreed levels to business users and customers

A

D

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15
Q

D. Both of the above

A

B

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16
Q

D. A document that describes business services to operational staff

A

A

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17
Q

D. The portion of a service or IT infrastructure that is normally released together

A

D

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18
Q

impacted or not

A

B

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19
Q

D. The cause of one or more Incidents

A

D

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20
Q

D. People, Products, Technology, Partners

A

C

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21
Q

D. What is the Value On Investment (VOI)?

A

C

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22
Q

D. 2-3-4-1

A

A

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23
Q

D. Defining measurable targets

A

D

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24
Q

D. Infrastructure availability

A

C

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25
Q

D. Demand Management

A

D

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26
Q

D. To ensure that an agreed level of IT service is provided for all current IT services

A

D

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27
Q

D. Supplier Management, Demand Management and Service Level Management

A

A

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28
Q

D. Service Catalogue and Service Portfolio are different names for the same thin

A

C

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29
Q

D. Incident Management

A

B

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30
Q

D. Roles, people or group

A

D

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31
Q

Fulfilment

A

A

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32
Q

D. The Configuration Management System is part of the Configuration Management Database

A

C

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33
Q

D. 1 and 4 only

A

C

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34
Q

D. Less documentation

A

A

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35
Q

infrastructure devices not services

A

B

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36
Q

D. An Incident which has a high priority or high impact on the business

A

D

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37
Q

D. Priority should be based on impact and urgency

A

D

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38
Q

D. Failing to meet the Incident resolution times specified in a Service Level Agreement

A

A

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39
Q

business

A

D

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40
Q

Change Advisory Board (CAB) meeting

A

A

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41
Q

D. To eliminate recurring Incidents

A

C

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42
Q

D. 1, 2 and 3 only

A

A

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43
Q

D. Facilities Management and Release Management

A

C

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44
Q

D. Data

A

C

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45
Q

D. All of the above

A

D

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46
Q

D. Process definitions

A

B

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47
Q

D. Internal Service provider, External Service provider, Shared Service Provider

A

D

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48
Q

D. All complex multi-user services

A

A

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49
Q

D. Incident Management, Service Desk, Request Fulfilment, Access Management and Event Management

A

A

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50
Q

D. The Facilities Management function

A

A

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51
Q

D. Service Operation: IT Operations Management

A

A

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52
Q

D. Capacity Management

A

D

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53
Q

D. All of the above

A

A

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54
Q

D. Availability Management

A

C

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55
Q

D. IT Services, Components and Business Processes

A

A

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56
Q

D. 1 and 3 only

A

B

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57
Q

D. Continual Service Improvement

A

C

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58
Q

D. A capacity management information system (CMIS)

A

D

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59
Q

D. Financial Management

A

A

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60
Q

D. 1, 3 and 4 only

A

C

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61
Q

D. 2 and 4 only

A

A

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62
Q

D. The Change Manager who provides formal authorisation for each change

A

C

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63
Q

D. Urgent Change Authority (UCA)

A

B

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64
Q

D. A change to a business process

A

D

65
Q

D. To record and manage deviations, risks and issues related to the new or changed service

A

A

66
Q

D. 2, 3 and 4 only

A

B

67
Q

D. Facilities Management

A

D

68
Q

D. Ensuring that agreed Service Level Requirements are met

A

B

69
Q

D. Something that might happen

A

D

70
Q

D. An agreement between the Service Provider and their customer

A

D

71
Q

D. Metrics and Critical Success Factors (CSFs) in an external agreement

A

B

72
Q

D. Service Asset and Configuration Management

A

D

73
Q

D. Demand Management

A

C

74
Q

D. Defining how frequently received user requests should be handled

A

D

75
Q

D. To manage the right to use a service or group of services

A

D

76
Q

D. 3 and 4 only

A

B

77
Q

D. A metric for measuring the effectiveness of the Release and Deployment Management process

A

A

78
Q

D. Performance Management

A

B

79
Q

D. Neither of the above

A

C

80
Q

D. Request Fulfilment

A

D

81
Q

D. The Continual Service Improvement Manager

A

A

82
Q

D. The Customer

A

B

83
Q

D. Change Management

A

C

84
Q

D. The design of the technology architecture and management systems

A

C

85
Q

D. Coordinate

A

D

86
Q

D. 1, 2 and 4 only

A

C

87
Q

D. Is accountable for a specific service within an organization

A

A

88
Q

D. Manage an activity

A

C

89
Q

D. Plan, Do, Check, Act (PDCA) Model

A

A

90
Q

D. Ensuring that all operational services are recorded in the Service Catalogue

A

B

91
Q

D. Release and Deployment Management

A

C

92
Q

D. All of the above

A

C

93
Q

D. The Service Level Manager

A

C

94
Q

D. The Supplier Management

A

D

95
Q

D. Resources

A

C

96
Q

D. The Finance department

A

A

97
Q

D. Service Operation

A

C

98
Q

D. Service Design

A

D

99
Q

D. All of the above

A

C

100
Q

D. Service Level Management

A

B

101
Q

D. Development, negotiation and agreement of Operational Level Agreements (OLAs)

A

B

102
Q

D. An agreement that covers one service for all users of that service

A

D

103
Q

D. None of the above

A

C

104
Q

D. The IT Service Continuity Plan

A

B

105
Q

D. They respond to specific events

A

A

106
Q

D. All of the above

A

D

107
Q

D. Better balance of technical skills to support live services

A

D

108
Q

D. Continual Service Improvement

A

A

109
Q

D. Changes to the SLA can only be requested by the customer

A

C

110
Q

D. No, a Known Error must be raised at the same time as a problem

A

A

111
Q

D. All of the above

A

D

112
Q

D. None of the above

A

C

113
Q

D. To detect security events and make sense of them

A

B

114
Q

D. There is a single desk in one location serving the whole organization

A

D

115
Q

D. People, Potential, Products, Performance

A

B

116
Q

D. All of the above

A

D

117
Q

D. 2 Plan, 3 Do, 4 Check, 1 Act

A

C

118
Q

D. Did we get there?

A

B

119
Q

D. None of the above

A

A

120
Q

D. Information recorded by the Service Desk when an Incident is reported

A

C

121
Q

D. All of the above

A

D

122
Q

D. Maintenance of status quo to achieve stability of day to day processes and activities

A

C

123
Q

D. Only one - the process architect

A

B

124
Q

D. All of the above

A

D

125
Q

D. Customer satisfaction

A

A

126
Q

D. The Service Strategy book

A

A

127
Q

D. Incidents and Problems

A

B

128
Q

D. Service Operation

A

D

129
Q

D. Availability Management

A

A

130
Q

D. Service value is actually seen by customers

A

D

131
Q

D. Service Strategy

A

C

132
Q

D. 2 only

A

B

133
Q

D. Key performance indicators

A

A

134
Q

D. Neither of the above

A

D

135
Q

D. An SLA for a service with no customers

A

A

136
Q

D. Service, User, IT

A

B

137
Q

D. Review and Close

A

A

138
Q

D. The Change Manager

A

B

139
Q

D. The ECAB will be chaired by the IT Director

A

?

140
Q

D. Asset Baseline

A

A

141
Q

D. Neither of the above

A

C

142
Q

D. Defines how version numbers should be used in a release

A

B

143
Q

D. Software Secure Library

A

A

144
Q

D. A Service Description

A

A

145
Q

D. Neither of the above

A

B

146
Q

D. All of the above

A

D

147
Q

D. Closure

A

A

148
Q

D. Standard Operating Procedures (SOP)

A

B

149
Q

D. New Known Errors

A

C

150
Q

D. Proactive and Reactive

A

D

151
Q

D. Change Management

A

A

152
Q

D. The Information Management System

A

B

153
Q

D. Key Performance Indicators (KPIs)

A

A

154
Q

D. Steady, ongoing improvement

A

D

155
Q

D. Continual Service Improvement

A

C

156
Q

D. Service Design

A

B

157
Q

D. Service Transition

A

B

158
Q

D. A Business Case

A

D

159
Q

D. The terms and conditions in an IT outsource contract

A

A

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