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i3_all_t1

i3_all_t1

i3_all_t1

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T. J.
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T. J.
This flashcard set covers advanced IT service management concepts at the university level, focusing on service design, management processes, and business value. It delves into topics like service transition, incident management, and configuration management, providing multiple-choice questions to test understanding. Ideal for IT professionals and students, it helps them grasp the intricacies of IT service lifecycle management and improve their problem-solving skills in service operations.
Cartes-fiches
298
Utilisateurs
7
Langue
Anglais
Catégorie
Informatique
Niveau
Université
Créé / Mis à jour
17.05.2016 / 23.05.2016
  • 1  / 298

Cartes-fiches

In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?
Defining the processes needed to operate a new service is part of:
A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
Which of the following is NOT a valid objective of Problem Management?
Which of these is a reason for categorizing incidents?
Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
In terms of adding value to the business, which of the following describes Service Operation's contribution?
Which of the following are Service Desk organizational structures? 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun
Which of the following statements is CORRECT?
Which of the following statements BEST describes the aims of Release and Deployment Management?
The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?
Within Service Design, what is the key output handed over to Service Transition?
Which of the following BEST describes a Problem?
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?
Which of the following can help determine the level of impact of a problem?
What would be the next step in the Continual Service Improvement (CSI) Model after: 1. What ist the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ?
What is the objective of Access Management?
Which of these is the correct set of steps for the Continual Service Improvement Model?
Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities
Which of the following is NOT a purpose of Service Transition?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which of the following is the BEST description of a centralised Service Desk?
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2. The successful release of services into the live environment
Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
Hierarchic escalation is best described as?
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
Where would you expect incident resolution targets to be documented?
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement
In which document would you expect to see an overview of actual service achievements against targets?
Which process lists "Understanding patterns of business activity" as a major role?
Data used to support the capacity management process should be stored in:
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Effectiveness 3. Efficiency 4. ?
Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics
Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that user is satisfied with the outcome
With which process is Problem Management likely to share categorization and impact coding systems?
Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?
A Service Design Package should be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An Emergency Change to an IT service 4. An IT service retirement
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