Roberthalf

Question 1

Lis the four General Management Practises that you are responsible for ITIL Exam

Answer 1

Continual Improvement
Information Security Management
Relationship management
Supplier management

Question 2

Four goals of continual improvement practice

Answer 2

Got 8 of them
Making business cases for improvement
Planning and implementing improvement
Measuring and evaluating improvement and results
Coordinating improvement activities across the organization

Question 3

List four supplier sourcing model

Answer 3

insourcing
outsourcing
single cource
multi sourcing

Question 4

Five processes that support information security management

Answer 4

information security incident risk process
risk management process
control and audit review process
identify and management process (IAM)
Procedure for pentestng, vulnerability and scanning
event management
Procedure for managing information security related changes

Question 5

what describe a type of structure document that captures, documents, assess and prioritizes enhancement ideas to be appropriately acted on ?

SVS
CX
SLA
CIR

Answer 5

CIR

Continual improvement register

Question 6

what term describe a set of organization resources designed for performing work or accomplishing an objective ?

Practice
Process
Register
Value stream

Answer 6

Practice

Question 7

Which elements are protected by the security management practice to faciliate the proper conducting of business

Confidentiality
Maintainability
Outsourcing
Integrity

Answer 7

Confidentiality
Outsourcing
Integrity

Question 8

Which supplier relationship involves the close relationship of the procurement of a product or service from one supplier

Insourcing
Multi-sourcing
Single sourcing
Outsourcing

Answer 8

Single sourcing

Question 9

Which practice is not one of the 14 general management practices ?

Availability management
Supplier management
Information security management
Relationship management

Answer 9

Availability management

Question 10

Which statement best describes the relationship management pratice

To ensure that all contracts and agreements with suppliers support the needs of the business

To generate a set of of organizational resources designed for performing work or accomplishing an objective

To continually align IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes

To establish and nurture links between the organization and its stakeholders at strategic and tactical levels

Answer 10

To establish and nurture links between the organization and its stakeholders at strategic and tactical levels

Question 11

list four service configuration processes.

Answer 11

identify new configuration items, 
add the CIs to the CMS, 
update configuration data, 
verify record accuracy, audit applications, 
or audit infrastructure

Question 12

Name four service desk access channels

Answer 12

phone calls, 
service portals, 
mobile applications, 
live chat and chatbots, 
e-mail, 
walk-in service desks, 
text and social media messaging, 
or discussion forums,

Question 13

list four common availability measurements

Answer 13

If you said any four of these, mean time between failures, MTBF, mean time to restore service, MTRS, user outage minutes, number of lost transactions, lost business value, or user satisfaction, you got the right answer.

Question 14

Types of Changes

Answer 14

normal changes, standard changes, and emergency changes.

Question 15

Goals of IT Asset Management.

Answer 15

I was looking for any four of these, maximize value, control costs, manage risks, support decision making, or comply with regulations.