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Question 1

Best Practice comes from

Answer 1

Service Management as a Practice:

Standards, industry practices, academic research, training and education, internal experience

Question 2

IT Service providers need to understand

Answer 2

Service Management as a Practice:

IT service provided, what services achieves, what the services costs

Question 3

Value needs to be defined in terms of

Answer 3

Service Management as a Practice:

Business outcomes achieved, customer’s preferences, customer’s perception of what was delivered

Question 4

Utility is related to

Answer 4

Service Management as a Practice:

Functionality

Question 5

Warranty is related to

Answer 5

Service Management as a Practice:

Assurance and SLA

Question 6

Improving the automated capability of your service provision offers advantages in the areas

Answer 6

Service Management as a Practice:
Capacity Management, Measurement, Optimization, Knowledge Capture, Design and modeling, Service catalog, Pattern recognition and analysis, Classification, prioritization, and routing, Detection and monitoring, Routine service requests

Question 7

Governance

Answer 7

Service Strategy:
Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.

Question 8

Business Case objectives are

Answer 8

Service Strategy: Operational, Financial, Industry, Strategic

Question 9

Structure of a business case

Answer 9

Service Strategy:

A. Introduction, B. Methods and assumptions, C. Business impacts, D. Risks and contingencies, E. Recommendations

Question 10

The purpose of Financial Management is

Answer 10

Service Strategy:
To design, develop, and deliver the services that meet the organizational requirements, you must secure an appropriate level of funding

Question 11

The purpose of the Service Catalog Management is

Answer 11

Service Design:
To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally and to ensure that it is readily available to those who are authorized to access it.

The catalog will be used by customers and IT and for the basis for service level management.

Question 12

The purpose of the Service Catalog Management is

Answer 12

Service Design: Measuring customer satisfaction levels is also the responsibility of the service level manager.

Question 13

SLAM

Answer 13

Service Design:
SLA monitoring chart, These are often colored to show all services that comfortably met their targets in green, those where the target was under threat but not actually breached in amber, and those that failed to meet the targets in red. This “traffic-light” system of red, amber, and green is sometimes referred to as a RAG report

Question 14

The Service Improvement Plan

Answer 14

Service Design:

Service improvement plan (SIP) will be drawn up by the service level manager and agreed on at the service review.

Question 15

The purpose of the Service Level Management is

Answer 15

Service Design:
ITIL states that the purpose of service level management is to ensure that all current and planned IT services are delivered to agreed achievable targets. The key words here are agreed and targets. Service level management is about discussing, negotiating and agreeing with the customer about what IT services should be provided and ensuring that objective measures are used to ascertain whether that service has been provided to the agreed level.

Question 16

The purpose of the Availability Management is

Answer 16

Service Design:
To take the necessary steps to deliver the availability requirements defined in the SLA. The process should consider both the current requirements and the future needs of the business. All actions taken to improve availability have an accompanying cost, so all improvements made must be assessed for cost-effectiveness

Question 17

MTBF is

Answer 17

Service Design:

Measured from when the configuration item starts working until it next fails. It is therefore a measure of uptime.

Question 18

MTBSI is

Answer 18

Service Design:
Measured from when a system or IT service fails until it next fails. It therefore includes both the MTBF and the time taken to restore the

Question 19

MTRS is

Answer 19

Service Design:

Total downtime/ total number of failures.

Question 20

VBF is related to

Answer 20

Service Design: Availability

Question 21

The purpose of Capacity Management is

Answer 21

Service Design:
To understand the current and future capacity needs of the service and to ensure that the service and its supporting services are able to deliver to this level. The actual capacity requirements will have been agreed upon as part of service level management; capacity management must not only meet these but also ensure that the future needs of the business, which may change over time, are also met. An essential objective is to deliver any increased capacity in time so that the business is not impacted.

The objectives of capacity management are met by the development of a detailed plan that states the current business requirement, the expected future requirement, and the actions that will be taken to meet these requirements.

Question 22

The Capacity Management Subprocesses are

Answer 22

Service Design:
Business capacity management: Its aim is to calculate what the business plans and forecast mean for the infrastructure

Service capacity management: The service level requirements for each of the live services must be understood, and monitoring needs to be implemented to check how well the service is performing.

Component capacity management: Is the most technical aspect of capacity management and is likely to be carried out by the technical management staff, with day-to-day monitoring being the responsibility of the technical and operations management functions

Question 23

Suppliers are categorized based on

Answer 23

Service Design:

Risk, impact, value, performance

Question 24

Change management objectives are

Answer 24

Service Transition:
Enable beneficial changes to be made with minimum disruption to IT services.

While responding to the changing business needs, you should be reducing incidents, disruption to the services, and rework.

It states that the service provider should “ensure that changes are recorded and evaluated, and that authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.

As part of the management of change in the IT environment, one of the objectives for successful change management is to control the items recorded in the configuration management system (CMS).

Question 25

Changes Proposals are created in

Answer 25

Service Transition: Service Portfolio Management

Question 26

Configuration Records are stored

Answer 26

Service Transition:

As CIs in a CMDB

Question 27

A Release Policy should include

Answer 27

Service Transition:

A unique identification

Definitions of the roles and responsibilities

Use of the definitive media library for all software asset releases

The approach for grouping changes into a release and how any additional updates

Any automation that can be applied

How the configuration baseline will be taken prior to the release

The entry and exit criteria for each stage of the release

The criteria for the final handover into operations

Question 28

Release Building and testing puts the release

Answer 28

Service Transition:

Into the DML

Question 29

Deployment hands to

Answer 29

Service Transition: Service Operation and ELS

Question 30

ITIL functions are

Answer 30

Service Operation:
Service Desk: Single point of contact for users into the IT service provider

Technical Management: Expertise and management of the technological infrastructure

Application Management: Expertise and management of the applications

IT Operations Management Day-to-day management of the infrastructure and applications, including operation control and facilities management

Question 31

The incident management process steps are

Answer 31

Service Operation
Step 1: Incident Identification
Step 2: Incident Logging
Step 3: Incident Categorization
Step 4: Incident Prioritization
Step 5: Initial Diagnosis
Step 6: Incident Escalation
Step 7: Investigation and Diagnosis
Step 8: Resolution and Recovery
Step 9: Incident Closure

Question 32

A Incident model includes

Answer 32

Service Operation:

Predefined steps, roles, responsibilities, timescales and escalations procedures

Question 33

The goal with problem management is

Answer 33

Prevents incidents from happening, minimize impact of incidents that cannot be prevented and eliminate recurring incidents by identifying the root cause of incidents and problems

Question 34

The known error database

Answer 34

Contains all known incidents, problems and how the were overcome

Question 35

The problem management process steps are

Answer 35

Service Operation:
Step 1: Detecting Problems
Step 2: Logging Problems
Step 3: Categorizing Problems
Step 4: Prioritizing Problems
Step 5: Investigating and Diagnosing Problems
Step 6: Identifying a Workaround
Step 7: Raising a Known Error Record