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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.
Karten
118
Lernende
6
Sprache
Englisch
Kategorie
Informatik
Stufe
Universität
Erstellt / Aktualisiert
17.05.2016 / 22.05.2016
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Why is Service Management so important to IT service providers?
Which of the following is NOT the responsibility of the Release Management process?
A service-based (rather than a customer-based) SLA:
Possible problems with Change Management include:
Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff
Who must always authorize a Request for Change before the change is built and tested?
Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?
Which one of the following is NOT the responsibility of a Service Level Manager?
Which of the following statements is INCORRECT?
In Availability Management, Confidentiality and Integrity are elements of:
From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?
At what point should capacity requirements of a proposed system be first considered?
Which of the following is NOT a valid attribute of a hardware CI?
Which of the following activities are NOT part of IT Accounting?
The major difference between a CMDB and an asset register is that CMDB holds information on:
Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process
Which of the following definitions best describes the IT Infrastructure Library (ITIL)?
The stages in the Incident Management process are:
Which of the following terms or phrases are associated with resilience? 1. Redundancy 2. Fault tolerance 3. On-site spares 4. Duplexing
If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organization's senior managers?
Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost effective and timely manner. Which of the following is NOT part of this responsibility?
Which of the following are NOT operational costs?
Which of the following statements is FALSE?
The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:
Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT
During the release planning stage you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?
Typically the decision on what should be the lowest level of CI recorded is influenced mostly by:
As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?
An overhead would normally be regarded as which of the following?
Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?
The CMDB:
Which of the following is NOT a valid method of tuning?
For an organization implementing the ITIL IT Service Management processes which of the following statements is most accurate?
Which of the following would NOT be a performance measurement for the Service Level Management function?
Which of the following is NOT an element of Availability Management?
Which of the following statements is TRUE?
Which of the following metrics would you most associate with the Service Desk?
Potential benefits from managing IT Service Continuity are: 1. Lower insurance premiums 2. Fulfillment of mandatory or regulatory requirements 3. Reduced business disruption in the event of a disaster 4. Better management of risk and the consequent reduction of the impact of failure
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