Set of flashcards i3_all

Flashcards	298
Language	English
Category	Computer Science
Level	University
Created / Updated	17.05.2016 / 23.05.2016
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Which process is responsible for sourcing and delivering components of requested standard services?

IT Finance

Service Desk

Service Portfolio Management

RequestFulfilment

IT Finance

Service Desk

Service Portfolio Management

RequestFulfilment

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Project Baseline

Change Baseline

Asset Baseline

Configuration Baseline

Project Baseline

Change Baseline

Asset Baseline

Configuration Baseline

Which role is accountable for a specific service within an organization?

The Service Level Manager

The Service Continuity Manager

The Business Relationship Manager

The Service Owner

The Service Level Manager

The Service Continuity Manager

The Business Relationship Manager

The Service Owner

What is the Service Pipeline?

All servicesexcept those that have been retired

All complex multi-user services

All services that are contained within the Service Level Agreement (SLA)

All services that are at a conceptual or development stage

All servicesexcept those that have been retired

All complex multi-user services

All services that are contained within the Service Level Agreement (SLA)

All services that are at a conceptual or development stage

Service Transition contains detailed descriptions of which processes?

Change Management, Capacity Management Event Management, Service Request Management

Service Asset and Configuration Management, Release and Deployment Management, RequestFulfilment

Service Level Management, Service Portfolio Management, Service Asset and Configuration Management

Change Management, Service Asset and Configuration Management, Release and Deployment Management

Change Management, Capacity Management Event Management, Service Request Management

Service Asset and Configuration Management, Release and Deployment Management, RequestFulfilment

Service Level Management, Service Portfolio Management, Service Asset and Configuration Management

Change Management, Service Asset and Configuration Management, Release and Deployment Management

Which of the following statements about processes is INCORRECT?

They deliver specific results

They respond to specific events

We must be able to measure them in a relevant manner

They are units of organizations designed to perform certain types of work

They deliver specific results

They respond to specific events

We must be able to measure them in a relevant manner

They are units of organizations designed to perform certain types of work

What is the name of the area where the definitive authorised versions of all media Configuration Items(Cls) are stored and protected?

Service Knowledge Management System

Software Secure Library

Definitive Software Store

Definitive Media Library

Service Knowledge Management System

Software Secure Library

Definitive Software Store

Definitive Media Library

How many people should be accountable for a process as defined in the RACI model?

Only one - the process architect

Two - the process owner and the process enactor

As many as necessary to complete the activity

Only one - the process owner

Only one - the process architect

Two - the process owner and the process enactor

As many as necessary to complete the activity

Only one - the process owner

A change process model should include: 1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events 2 - Responsibilities; who should do what, including escalation 3 - Timescales and thresholds for completion of the actions 4 - Complaints procedures

All of the other alternatives apply.

1, 2 and 4 only

1 and 2 only

1, 2 and 3 only

All of the other alternatives apply.

1, 2 and 4 only

1 and 2 only

1, 2 and 3 only

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

Password resets

Incidents and Problems

Service level requests

Changes and Releases

Password resets

Incidents and Problems

Service level requests

Changes and Releases

Which of the following statements correctly states the relationship between urgency, priority and impact?

Impact should be based on urgency and priority

Urgency should be based on impact and priority

Impact, priority and urgency are independent of each other

Priority should be based on impact and urgency

Impact should be based on urgency and priority

Urgency should be based on impact and priority

Impact, priority and urgency are independent of each other

Priority should be based on impact and urgency

Which of the following is an objective of Release and Deployment Management?

To standardize methods and procedures used for efficient and prompt handling of all Changes

To ensure that overall business risk of Change is optimized

To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

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

To standardize methods and procedures used for efficient and prompt handling of all Changes

To ensure that overall business risk of Change is optimized

To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

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

The Supplier Management process includes: 1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements 3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of thebusiness

1 and 3 only

1 and 2 only

1 only

All of the other alternatives apply.

1 and 3 only

1 and 2 only

1 only

All of the other alternatives apply.

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1. An internal service provider embedded within a business unit 2. An internal service provider that provides shared IT services 3. An external service provider

1 and 3 only

2 and 3 only

1 and 2 only

All of the other alternatives apply.

1 and 3 only

2 and 3 only

1 and 2 only

All of the other alternatives apply.

What are the publications that provide guidance specific to industry sectors and organization types known as?

The Service Strategy and Service Transition books

Pocket Guides

The Service Support and Service Delivery books

The ITIL Complementary Guidance

The Service Strategy and Service Transition books

Pocket Guides

The Service Support and Service Delivery books

The ITIL Complementary Guidance

Which of the following is NOT an example of Self-Help capabilities?

Requirement to always call the service desk for service requests

Menu-driven range of self help and service requests

Web front-end

A direct interface into the back end process handling software

Keyboard commands:

= turn,

= for-/backward,

= scroll

Requirement to always call the service desk for service requests

Menu-driven range of self help and service requests

Web front-end

A direct interface into the back end process handling software

What is a RACI model used for?

Defining roles and responsibilities

Monitoring services

Performance analysis

Recording Configuration Items

Keyboard commands:

= turn,

= for-/backward,

= scroll

Defining roles and responsibilities

Monitoring services

Performance analysis

Recording Configuration Items

Which of the following statements is INCORRECT?

The SKMS is part of the Configuration Management System (CMS)

The SKMS can include data on the performance of the organization

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include user skill levels

Keyboard commands:

= turn,

= for-/backward,

= scroll

The SKMS is part of the Configuration Management System (CMS)

The SKMS can include data on the performance of the organization

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include user skill levels

The group that authorizes changes that must be installed faster than the normal process is called the?

Emergency CAB (ECAB)

Urgent Change Authority (UCA)

Urgent Change Board (UCB)

CAB Emergency Committee (CAB/EC)

Keyboard commands:

= turn,

= for-/backward,

= scroll

Emergency CAB (ECAB)

Urgent Change Authority (UCA)

Urgent Change Board (UCB)

CAB Emergency Committee (CAB/EC)

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Service Design

Service Transition

Service Strategy

Service Operation

Keyboard commands:

= turn,

= for-/backward,

= scroll

Service Design

Service Transition

Service Strategy

Service Operation

Which of these statements about Service Desk staff is CORRECT?

The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Keyboard commands:

= turn,

= for-/backward,

= scroll

The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Which of the following statements is INCORRECT?

The SKMS is part of the Configuration Management System (CMS)

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include data on the performance of the organization

The SKMS can include user skill levels

Keyboard commands:

= turn,

= for-/backward,

= scroll

The SKMS is part of the Configuration Management System (CMS)

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include data on the performance of the organization

The SKMS can include user skill levels

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Resources and Capabilities

Services and Infrastructure

Applications and Infrastructure

Utility and Warranty

Keyboard commands:

= turn,

= for-/backward,

= scroll

Resources and Capabilities

Services and Infrastructure

Applications and Infrastructure

Utility and Warranty

Which of the following is NOT one of the five individual aspects of Service Design?

The design of Market Spaces

The design of the Service Portfolio, including the Service Catalogue

The design of new or changed services

The design of the technology architecture and management systems

Keyboard commands:

= turn,

= for-/backward,

= scroll

The design of Market Spaces

The design of the Service Portfolio, including the Service Catalogue

The design of new or changed services

The design of the technology architecture and management systems

Which of the following is NOT the responsibility of the Service Catalogue Manager?

Ensuring that information within the Service Pipeline is accurate

Ensuring that all operational services are recorded in the Service Catalogue

Ensuring that information in the Service Catalogue is accurate

Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

Keyboard commands:

= turn,

= for-/backward,

= scroll

Ensuring that information within the Service Pipeline is accurate

Ensuring that all operational services are recorded in the Service Catalogue

Ensuring that information in the Service Catalogue is accurate

Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

Supplier Manager

Service Catalogue Manager

IT Designer/Architect

Process Manager

Supplier Manager

Service Catalogue Manager

IT Designer/Architect

Process Manager

A plan for managing the end of a supplier contract should be created when?

The contract is being negotiated

The contract is about to be ended

The Supplier Manager decides that there is a risk the contract might need to end soon

The contract has been agreed

The contract is being negotiated

The contract is about to be ended

The Supplier Manager decides that there is a risk the contract might need to end soon

The contract has been agreed

Which of the following sentences BEST describes a Standard Change?

A pre-authorized change that has an accepted and established procedure

A change to the service provider's established policies and guidelines

A change that is made as the result of an audit

A change that correctly follows the required change process

A pre-authorized change that has an accepted and established procedure

A change to the service provider's established policies and guidelines

A change that is made as the result of an audit

A change that correctly follows the required change process

The BEST description of the purpose of Service Operation is?

To deliver and support IT Services at agreed levels to business users and customers

To decide how IT will engage with suppliers during the Service Management Lifecycle

To proactively prevent all outages to IT Services

To design and build processes that will meet business needs

To deliver and support IT Services at agreed levels to business users and customers

To decide how IT will engage with suppliers during the Service Management Lifecycle

To proactively prevent all outages to IT Services

To design and build processes that will meet business needs

Which of the following models would be most useful in helping to define an organizational structure?

RACI Model

Service Model

Continual Service Improvement (CSI) Model

Plan, Do, Check, Act (PDCA) Model

RACI Model

Service Model

Continual Service Improvement (CSI) Model

Plan, Do, Check, Act (PDCA) Model

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