Cartes mémoires ITIL

Cartes-fiches	300
Utilisateurs	65
Langue	English
Catégorie	Gestion d'entreprise
Niveau	Autres
Crée / Actualisé	27.11.2013 / 12.05.2024
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Which of the following would be examined by a major problem review? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

A. 1 only

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. Describes the topography of the hardware

B. Describes how the configuration items (CIs) work together to deliver the services

C. Defines which software should be installed on a particular piece of hardware

D. Defines how version numbers should be used in a release

A. Describes the topography of the hardware

B. Describes how the configuration items (CIs) work together to deliver the services

C. Defines which software should be installed on a particular piece of hardware

D. Defines how version numbers should be used in a release

Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for completion of the actions 4. Complaints procedures

A. 1, 2 and 3 only

B. All of the above

C. 1 and 3 only

D. 2 and 4 only

A. 1, 2 and 3 only

B. All of the above

C. 1 and 3 only

D. 2 and 4 only

Which one of the following is NOT an objective of problem management?

A. Minimizing the impact of incidents that cannot be prevented

B. Preventing problems and resulting incidents from happening

C. Eliminating recurring incidents

D. Restoring normal service operation as quickly as possible

A. Minimizing the impact of incidents that cannot be prevented

B. Preventing problems and resulting incidents from happening

C. Eliminating recurring incidents

D. Restoring normal service operation as quickly as possible

Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exits as part of any numbers other CIs at the same time 2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only

In which of the following should details of a workaround be documented?

A. The service level agreement (SLA)

B. The problem record

C. The availability management information system

D. The IT service plan

A. The service level agreement (SLA)

B. The problem record

C. The availability management information system

D. The IT service plan

Which one of the following is NOT a characteristic of a process?

A. It is measureable

B. It delivers specific results

C. It responds to specific events

D. It structure an organization

A. It is measureable

B. It delivers specific results

C. It responds to specific events

D. It structure an organization

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

A. To ensure that a service managed and operated accordance with constraints specified during design

B. To design and develop capabilities for service management

C. To provide good-quality knowledge and information about services

D. To plan the resources required to manage a release

A. To ensure that a service managed and operated accordance with constraints specified during design

B. To design and develop capabilities for service management

C. To provide good-quality knowledge and information about services

D. To plan the resources required to manage a release

Which of the following BEST describes technical management?

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

A. A function responsibilities for facilities management and building control systems

B. A function that provides hardware repair services for technology involved in the delivery of service to customers

C. Senior managers responsibilities for all staff within the technical support function

D. A function that includes providing technical expertise and overall management of the IT infrastructure

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

A. Local

B. Centralized

C. Outsourced

D. Virtual

A. Local

B. Centralized

C. Outsourced

D. Virtual

What is the primary focus of the business management?

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

B. Review of all capacity supplier agreements and underpinning contracts with supplier management

C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalog management

A. Change management

B. IT service continuity management

C. Financial management for IT services

D. Service catalog management

Which one of the following is the BEST description of a service request?

A. A request from a user for information, advice or for a standard change

B. Anything that the customer wants and is prepared to pay for

C. Any request or demand that is entered by a user via a self-help web-based interface

D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

A. A request from a user for information, advice or for a standard change

B. Anything that the customer wants and is prepared to pay for

C. Any request or demand that is entered by a user via a self-help web-based interface

D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Which role is responsible for carrying out the activities of a process?

A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data ?Knowledge

B. Data - Information - Knowledge ?Wisdom

C. Knowledge - Wisdom - Information ?Data

D. Information - Data - Knowledge - Wisdom

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Wisdom - Information - Data ?Knowledge

B. Data - Information - Knowledge ?Wisdom

C. Knowledge - Wisdom - Information ?Data

D. Information - Data - Knowledge - Wisdom

At which stage of the service lifecycle should the processes necessary to operate a defined?new service be

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of customers successfulservice will make their

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of customers successfulservice will make their

Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Incident and financial management

B. Change and release and deployment management

C. Incident and event management

D. Knowledge and service level management

Which of the following would be used to communicate a high level description of a involved significant cost and risk to the organization?major change that

A. Change proposal

B. Change policy

C. Service request

D. Risk register

Keyboard commands:

= turn,

= for-/backward,

= scroll

A. Change proposal

B. Change policy

C. Service request

D. Risk register

Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities

B. IT service providers CANNOT schedule changes until they understand PBA

C. Demand for the services delivered by service providers are directly influenced by PBA

D. Understanding PBA is the only way to enable accurate service level reporting

A. PBA are based on organizational roles and responsibilities

B. IT service providers CANNOT schedule changes until they understand PBA

C. Demand for the services delivered by service providers are directly influenced by PBA

D. Understanding PBA is the only way to enable accurate service level reporting

Which one of the following would NOT be defined as part of every process?

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

A. Roles

B. Inputs and outputs

C. Functions

D. Metrics

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A. Service level management

B. Service catalogue management

C. Demand management

D. Service transition

A. Service level management

B. Service catalogue management

C. Demand management

D. Service transition

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

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