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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

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
Which of the following are the two primary elements that create value for customers?
Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Contracts are used to define:
Availability Management is responsible for availability of the:
Which of the following might be used to manage an Incident? 1. Incident Model 2. Known Error Record
Identify the input to the Problem Management process
Which statement BEST represents the guidance on incident logging?
What is most likely to cause a loss of faith in the Service Level Management process?
When should tests for a new service be designed?
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
A risk is:
Where should details of a Workaround always be documented?
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
Which model delivers a view of the services, assets and infrastructure?
What type of improvement should be achieved by using the Deming Cycle?
Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development?
Which process will regularly analyze incident data to identify discernable trends?
Which is the BEST definition of a Configuration Item (CI)?
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
Which of the following statements is CORRECT?
Which of the following would a Major Problem Review examine? 1. Things that were done correctly 2. Those things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future
Which of the following statements is CORRECT?
Which of the following BEST describes a Change Authority?
Which of these are objectives of Service Level Management 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in
Which of the following is NOT a Service Desk type recognised in the Service Operation volume of ITIL?
In which of the following situations should a Problem Record be created?
Which process is responsible for low risk, frequently occurring, low cost changes?
Which process is responsible for managing relationships with vendors?
Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operational communication
Which of the following should NOT be a concern of Risk Management?
Which of the following should be considered when designing measurement systems, methods and metrics?: 1. The services 2. The architectures 3. The configuration items 4. The processes
The MAIN objective of Service Level Management is:
Customer perceptions and business outcomes help to define what?
With which of the following processes is Problem Management least likely to interface on a regular basis?
Which of the following places Problem Management activities in the correct order:
Which of the following activities may, exceptionally, be omitted for an urgent change: 1. Recording that the change has been made 2. Testing the change 3. Holding a CAB meeting 4. Establishing a back-out plan
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