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i3_all_t2

i3_all_t2

i3_all_t2

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T. J.
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T. J.
This flashcard set covers university-level IT service management, focusing on ITIL processes like service management, incident and problem management, change and release management, and IT service continuity. It delves into the lifecycle of IT services, risk management, and the role of IT in business continuity. Ideal for IT professionals and students, this flashcard set helps understand the best practices in managing IT services effectively, ensuring alignment with business needs and improving service quality.
Flashcards
118
Students
6
Language
English
Category
Computer Science
Level
University
Created / Updated
17.05.2016 / 22.05.2016
  • 1  / 118

Flashcards

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
Which of the following is MOST concerned with the design of new or changed services?
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
A process owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Ensuring process staff undertake the required training
What is the BEST description of an Operational Level Agreement (OLA)?
Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment 2. Testing of resilience mechanisms 3. Monitoring of component availability
A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements (SLAs) 2. It is not necessary to be able to measure all the targets in an SLA Which of the recommendations conform to Service Level Management good practice?
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience
Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and deployment technology 4. Process Design
Which of the following do Service Metrics measure?
Which of the following activities are responsibilities of a Supplier Manager? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for possible closure, renewal or extension of contracts 4. Managing relationships with internal suppliers
Consider the following list: 1. Change Authority 2. Change Manager 3. Change Advisory Board (CAB) What are these BEST described as?
Customer perceptions and business outcomes help to define what?
A single Release unit, or a structured set of Release units can be defined within:
What does a service always deliver to customers?
Which of these is the BEST description of a release unit?
Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision?
Which of the following activities are helped by recording relationships between Configuration Items(CIs)? 1. Assessing the impact and cause of Incidents and Problems 2. Assessing the impact of proposed Changes 3. Planning and designing a Change to an existing service 4. Planning a technology refresh or software upgrade
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
The information that is passed to Service Transition to enable them to implement a new service is called:
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
Which of the following statements is INCORRECT? The Service Owner:
What are the two major processes in Problem Management?
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
Which of the following is the CORRECT definition of a Release Unit?
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
Reliability is a measure of:
Access Management is closely related to which other processes?
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
Which processes review Underpinning Contracts on a regular basis?
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
Which of the following options is a hierarchy that is used in Knowledge Management?
Which Functions are included in IT Operations Management?
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Which of the following BEST describes Technical Management?
"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
Which of these statements about Resources and Capabilities is CORRECT?
Which of the following defines the level of protection in Information Security Management?
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