Practice Exam 1 Flashcards
Which of the following does service transition provide guidance on?
A.) To monitor and report availability of components.
B.) To ensure that all targets in the service level agreements (SLAs) are met.
C.) To guarantee availability levels for services and conponents.
D.) To ensure that service availability meets the agreed needs of the business.
D
A.) is a supporting element of availability management, not a main purpose.
B. ) relates to service level management.
C.) Availability managment does not offer guarantees.
D.) is the main purpose of availabilty management
What is the MAIN purpose of availability management?
A.) To monitor and report availability of components.
B.) To ensure that all targets in the service level agreements (SLAs) are met.
C.) To guarantee availability levels for services and conponents.
D.) To ensure that service availability meets the agreed needs of the business.
D
A.) is a supporting element of availability management, not a main purpose.
B. ) relates to service level management.
C.) Availability managment does not offer guarantees.
D.) is the main purpose of availabilty management
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 teh same organization that assists in the provision of services
B.) A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities
C.) An agreement between two servie providers about the levels of service required by the customer
D.) An agreement between a third party service desk and the IT customer about fix and response times.
A
A.) is the OLA,
B.) is the definition of an SLA,
C.) doesn’t correspond to an ITIL definition,
D.) involves a third party and is a contract.
What is the RACI model used for?
A.) Documenting the roles and responsibilities of stakeholders ina process or activity.
B.) Defining requirements for a new service or process
C.) Analysing the business impact of an incident
D.) Creating a balanced scorecard showing the overall status of service management
A
RACI is a responsibility model used by ITIL to help define roles and responsibilities.
Which process is responsible for recording relationships between service components?
A.) Service level management
B.) Service portfolio management
C.) Service asset and configuration management (SACM)
D.) Incident management
C
Part of SACMs purpose is to maintain accurate information about assests, including the relationship between assests.
What does the term it operation control refer to?
A.) Managing the technical and applications management functions
B.) Overseeing the execution and monitoring of operational activities and events
C.) A set of tools used to monitor and display the status of the IT infrastructure and applications
D.) A service desk monitoring the status of the infrastructure when operators are not available
B
IT operations control oversees the execution and monitoring of the operational activities and events in the IT infrastructure.
Which of the following is NOT a purpose of service operation?
A.) To undertake testing to ensure services are designed to meet business needs
B.) To deliver and manage IT services
C.) To manage the technology used to deliver services
D.) To monitor the performance of technology and processes
A
Each of these are a purpose of service operation except for option A. Undertaking testing to ensure services are designed to meet business needs. Option A is part of service transition.
What types of changes are NOT usually included within the scope of change management?
A.) Changes to ta mainframe computer
B.) Changes to business strategy
C.) Changes to a service level agreement (SLA)
D.) The retirement of a service
B
A change request is a formal communication seeking an alteration to one or more onfiguration items (CIs). Service, SLAs and computers are examples of CIs. A business strategy is not normally a CI and would be out of scope for change management.
