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This flashcard set covers the fundamentals of ITIL (Information Technology Infrastructure Library) at an introductory level, focusing on service management, processes, and best practices. It delves into key concepts like service design, incident management, change management, and the roles of various processes and stakeholders. Ideal for IT professionals and students, this flashcard set helps understand how to deliver value through services, manage service levels, and ensure operational efficiency, making it essential for those preparing for ITIL Foundation certification or seeking to improve their IT service management skills.

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Englisch

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Informatik

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Erstellt / Aktualisiert

31.03.2016 / 30.06.2024

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What types of changes are NOT usually included within the scope of change management?

Changes to a mainframe computer

Changes to busine ss strategy

Changes to a service level agreeme nt (SLA)

The retireme nt of a service

Which of the following is NOT a purpose of service operation?

To undertake testing to ensure services are designed to meet business needs

To deliver and manage IT services

To manage the technology used to deliver services

To monitor the performance of technology and proces ses

What does the term IT operations control refer to?

Managing the technical and applications management functions

Overseeing the executi on and monitoring of operational activities a nd events

A set of tools used to monitor and displa y the status of the IT infrastructure and appli cations

A service desk monitoring the status of the infrastructure when operators ar e not available

Which process is responsible for recording relationships between service components?

Service level management

Service portfolio manage ment

Service asset and configur ation management (SACM)

Incident management

What is the RACI model used for?

Documenting the roles and responsibilities of stakeholders in a process or activity

Defining requirements for a new service or process

Analysing the business impact of an incident

Creating a balanced scorecard show ing the overall status of se rvice management

Which of the following is the BEST description of an operational level agreement(OLA)?

An agreement between an IT service provider and another part of the same organization that assists in the provision of services

A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties

An agreement between two service providers a bout the levels of service requi red by the customer

An agreement between a third party service desk and the IT customer ab out fix and re sponse times

What is the MAIN purpose of availability management?

To monitor and report availability of components

To ensure that all targets in the se rvice level agreements (SLAs) are met

To guarantee availability levels for services and component s

To ensure that service availability meets the agreed needs of the business

Which of the following does service transition provide guidance on?

1. Introducing new services

2.Decommissioning services

3.Transfer of services between service provider

1 and 2 only

2 only

All of the above

1 and 3 only

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

Service optimization

Service transi tion

Service design

Service strate gy

Which one of the following statements about a configuration management system(CMS) is CORRECT?

The CMS should not contain corporate data about customers and users

There may be more than one CMS

There should not be more than one configuration management data base (CMDB)

If an organization outsources its IT services there is still a need for a CMS

What are the three sub-processes of capacity management?

Business capacity management, se rvice capacity management and compone nt cap acity managemen t

Supplier capacity management, service capacity management and compone nt cap acity managemen t

Supplier capacity management, serv ice capacity management and techno logy capacity management

Business capacity management, technology capacity managemen t and comp onent capacity management

Which of the following would be stored in the definitive media library (DML)?

1.Copies of purchased software

2.Copies of internally developed software

3.Relevant licence documentation

4.The change schedule

All of the above

1 and 2 only

3 and 4 only

1, 2 and 3 onl y

Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?

Supplier managemen t

Service level managemen t

Service portfolio management

Demand management

Which role should ensure that process documentation is current and available?

The service owne r

The chief information officer

Knowledge management

The process owner

Which of the following does the release and deployment management process address?

1. Defining and agreeing release and deployment plans

2. Ensuring release packages can be tracked

3. Authorizing changes to support the process

1 and 2 only

All of the above

2 and 3 only

1 and 3 only

Which of the following are characteristics of every process?

1. It is measurable

2. It delivers a specific result

3. It delivers its primary results to a customer or stakeholder

1 and 3 only

1 and 2 only

2 and 3 only

All of the above

Which of the following are key ITIL characteristics that contribute to its success?

1. It is vendor-neutral

2.It is non-prescriptive

3.It is best practice

4. It is a standard

3 only

1, 2 and 3 only

All of the above

2, 3 and 4 only

Who should be granted access to the information security policy?

Senior business managers and IT staff

Senior business managers, IT ex ecutives and the information security manager

All customers, users and IT staff

Information security management staff only

Which of the following are valid elements of a service design package (SDP)?

1. Agreed and documented business requirements

2. A plan for transition of the service

3. Requirements for new or changed processes

4. Metrics to measure the service

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Which of the following are examples of tools that might support the service transition stage of the service lifecycle?

1. A tool to store definitive versions of software

2. A workflow tool for managing changes

3. An automated software distribution tool

4. Testing and validation tools

1, 3 and 4 onl y

1, 2 and 3 only

All of the above

2, 3 and 4 onl y

Which of the following statements about problem management is/are CORRECT?

1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management

2.It provides management information about the cost of resolving and

preventing problems

1 only

2 only

Both of the above

Neither of the above

What is the purpose of the request fulfilment process?

Dealing with service requests from the us ers

Making sure all requests within an IT organization are fulfilled

Ensuring fulfilment of change reques ts

Making sure the service level agreement (SLA) is met

Which statement about value creation through services is CORRECT?

The customer's percept ion of the service is an important factor in va lue cre ation

The value of a service can only ever be measured in financial terms

Delivering service provider outcomes is important in the value of a service

Service provider preferences driv e the value perception of a se rvice

Which one of the following statements about internal and external customers is MOST correct?

External customers should receive be tter customer service beca use they pay for their IT s ervic es

Internal customers should receive be tter customer service because they pay employee sal aries

The best customer service should be given to the customer that pay s the most money

Internal and external customers shoul d receive the level of customer se rvice that has be en agreed

Which one of the following should IT services deliver to customers?

Capabilities

Co st

Ri sk

Value

Which one of the following activities is part of the service level management(SLM) process?

Designing the configuration m anagement system from a busine ss perspe ctive

Creating technology metrics to align with customer ne eds

Monitoring service performance agains t service level agreements (SLAs

Training service desk staff how to deal with customer complaints a bout serv ice

Which one of the following BEST summarizes the purpose of event management?

The ability to detect events, make sense of them and determine the appropriate control action

The ability to detect events, restore normal service as soon as possible and minimize the adverse impact on business operation s

The ability to monitor and control t he activities of technical staff

The ability to report on the successful de livery of services by checki ng the uptime of infrastru cture de vices

Which one of the following should a service catalogue contain?

The version information of all software

The organizational structure of the comp any

Asset informat ion

Details of all operational services

What does "Warranty of a service" mean?

The service is fit for purpose

There will be no failures in applications and infrastructure associated with the service

All service-related problems are fixed free of charge for a certain period of time

Customers are assured of certain levels of availability, capacity, continuity and security

Which is the first activity of the continual service improvement (CSI) approach?

Understand the business vision and objectives

Carry out a baseline assessment to understand the current situation

Agree on priorities for improvement

Create and verify a plan

Which one of the following is a benefit of using an incident model?

It will make problems easier to identify and diagnose

It means known incident types never recur

It provides pre-defined steps for handling particular types of incidents

It ensures all incidents are easy to solve

Which one of the following is the CORRECT sequence of activities for handling an incident?

identification, logging, categorization, prioritization, initial diagnosis, escalation , investigation and diagnosis, resolution and recovery, closure

prioritization, identification, logging, ca tegorization, initial diagnosis, escalation, investigatio n and diagnosis, resolution and recovery, closure

identification, logging, initial diagnosis, categorization, prioritization, escalation , resolution a nd recovery, investigation and diagnosis, closure

identification, initial diagnosis, investigation, logging, categorizatio n, escalation, prioritiz ation, resoluti on and recovery, closur e

Which service lifecycle stage ensures that measurement methods will provide the required metrics for new or changed services?

Service design

Service operation

Service strategy

Service de livery

Which of the following processes are concerned with managing risks to services?

1.IT service continuity management

2.Information security management

3.Service catalogue managemen

All of the above

1 and 3 only

2 and 3 only

1 and 2 only

Which one of the following is NOT a type of metric described in continual service improvement (CSI)?

Process metric s

Service metric s

Personnel metrics

Technology metrics

Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT?

The SKMS is part of the CMS

The CMS is part of the SKMS

The CMS and SKMS are the same thing

There is no relationship between the CMS and the SKMS

What is the role of the emergency change advisory board (ECAB)?

To assist the change manager in ensuring that no urgent changes are made during particularly volatile business periods

To assist the change manager by implementing emergency changes

To assist the change manager in evaluating emergency changes and to decide whether they should be authorized

To assist the change manager in speeding up the emergency change process so that no unacceptable delays occur

Which of the following statements about the service desk is/are CORRECT?
1. The service desk is a function that provides a means of communication between
IT and its users for all operational issues
2. The service desk should be the owner of the problem management process

2 only

1 only

Both of the above

Neither of the above

Which one of the following is the CORRECT list of the four Ps of service design?

Planning, products, position, processes

Planning, perspective, position, people

Perspective, partners, problems, people

People, partners, products, processes

Which one of the following represents the BEST course of action to take when a
problem workaround is found?

The problem record is closed

The problem record remains open and details of the workaround are documented within it

The problem record remains open and details of the workaround are documented on all related incident records

The problem record is closed and details of the workaround are documented in a request for change(RFC)

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