Set of flashcards i3_all_t1 (Page 3 of 8)

Flashcards	298
Language	English
Category	Computer Science
Level	University
Created / Updated	17.05.2016 / 23.05.2016
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Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

Produce and maintain all necessary Service Transition packages

Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

Measuring the effectiveness and efficiency of Service Design and the supporting processes

The information that is passed to Service Transition to enable them to implement a new service is called:

A New Service Package

A Service Design Package

A Service Level Package

A Service Transition Package

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

The Request Fulfillment Process Manager

The Request Fulfillment Process Owner

The Service Manager

The Service Desk Manager

Which Service Design process makes the most use of data supplied by Demand Management?

IT Service Continuity Management

Capacity Management

Service Catalogue Management

Service Level Management

Which of the following statements BEST describes a Definitive Media Library (DML)?

A secure location where definitive hardware spares are held

A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

A secure electronic library that contains all copies of software and licenses

A secure library where definitive authorized versions of all software and back-ups are stored and protected

The BEST description of the purpose of Service Operation is?

To decide how IT will engage with suppliers during the Service Management Lifecycle

To deliver and support IT Services at agreed levels to business users and customers

To design and build processes that will meet business needs

To proactively prevent all outages to IT Services

Which of the following is NOT an aim of the Change Management process?

All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

All budgets and expenditures are accounted for

Overall business risk is optimized

Standardized methods and procedures are used for efficient and prompt handling of all Changes

Which of these is NOT a responsibility of Application Management?

Providing guidance to IT Operations about how best to manage the application

Ensuring that the correct skills are available to manage the infrastructure

Deciding whether to buy or build an application

Assisting in the design of the application

Which of the following might be used to manage an Incident? 1. Incident Model 2. Known Error Record

1 only

Both of the above

2 only

Neither of the above

Which is the first step in the 7 Step Improvement Process?

Prepare for action

Define what you should measure

Identify gaps in Service Level Agreement (SLA) achievement

Where are we now?

What are the publications that provide guidance specific to industry sectors and organization types known as?

The Service Support and Service Delivery books

The ITIL Complementary guidance

Pocket Guides

The Service Strategy and Service Transition books

A risk is:

Something that won't happen

Something that might happen

Something that has happened

Something that will happen

To add value to the business, what are the four reasons to monitor and measure?

Evaluate; Diagnose; Justify; Intervene

Validate; Direct; Justify; Intervene

Validate; Direct; Justify; Improve

Evaluate; Direct; Justify; Improve

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

Customersneeds will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

It is possible that responsiveness may suffer andcustomers needs may not be met within business timescales

From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

Which of the following CANNOT be stored and managed by a tool?

Knowledge

Wisdom

Data

Information

Major Incidents require?

Less documentation

Separate procedures

Longer timescales

Less urgency

Which of the following is NOT one of the five individual aspects of Service Design?

The design of the Service Portfolio, including the Service Catalogue

The design of Market Spaces

The design of the technology architecture and management systems

The design of new or changed services

Which of the following is NOT an objective of Problem Management?

Eliminating recurring Incidents

Restoring normal service operation as quickly as possible andMinimizing adverse impact on the business

Minimizing the impact of Incidents that cannot be prevented

Preventing Problems and resulting Incidents from happening

Which of the following statements BEST describes a Definitive Media Library (DML)?

A secure location where definitive hardware spares are held

A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

A secure library where definitive authorized versions of all software and back-ups are stored and protected

A secure electronic library that contains all copies of software and licenses

Which of the following BEST describes a 'Major Incident'?

An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

An Incident which has a high impact on the business

An Incident which requires a large number of people to resolve

An Incident that is so complex that it requires root cause analysis before any workaround can be found

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

Produce and maintain all necessary Service Transition packages

Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

Measuring the effectiveness and efficiency of Service Design and the supporting processes

Contracts relating to an outsourced Data Centre would be managed by?

Service Desk

Facilities Management

IT Operations Control

Technical Management

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

Excessive focus on quality

Excessive focus on cost

Excessively reactive

Excessively proactive

Which of the following is NOT a valid objective of Request Fulfillment?

To provide information to users about what services are available and how to request them

To update the Service Catalogue with services that may be requested through the Service Desk

To source and deliver the components of standard servicesthat have been requested

To provide a channel for users to request and receive standard services

Which of the following do Service Metrics measure?

Processes and functions

The end to end service

Infrastructure availability

Maturity and cost

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

Markets and Customers

Functions and Processes

Applications and Infrastructure

People, products and technology

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Business Relationship Management

Service Level Management

Continual Service Improvement

Availability Management

Which of the following statements about processes is INCORRECT?

The objective of any IT process should be expressed in terms of business benefits and goals

The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

A process may define policies, standards and guidelines

The output from a process has to conform to operational norms derived from business objectives

How is the Service Catalogue used to add value to the service provider organization?

Showing the business impact of a change

Providing a central source of information on the IT services delivered

Displaying the relationships between configuration items

To predict the root cause of issues in the IT infrastructure

Which of the following statements BEST describes the aims of Release and Deployment Management?

To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish thestakeholders requirements and deliver the intended objectives

To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

To record and manage deviations, risks and issues related to the new or changed service

Which of the following BEST describes a Problem?

A Known Error for which the cause and resolution are not yet known

The cause of one or more Incidents

A serious Incident which has a critical impact to the business

The cause of two or more Incidents

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

Should application development beoutsourced

Whether to buy an application or build it

Who the vendor of the storage devices will be

Where the vendor of an application is located

Which one of the following statements about Incident reporting and logging is correct?

All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service. This includes technical staff

Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services

Incident can only be reported by users, since they are only the only people who know when a service has been disrupted

Removing or restricting rights to use an IT Service is the responsibility of which process?

Incident Management

Access Management

Request Fulfillment

Change Management

The Service Catalogue can be BEST described as:

A document used by Service Operations to identify activities that they must perform

The part of the Service Portfolio that is visible to customers

A list of all business requirements that have not yet become services

A list of all Service Level Agreements

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Applications and Infrastructure

Resources and Capabilities

Services and Infrastructure

Utility and Warranty

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

Extreme focus on cost

Extreme internal focus

Extreme focus on responsiveness

Vendor focused

What is the BEST description of an Operational Level Agreement (OLA)?

A document that describes to a customer how services will be operated on a day to day basis

An agreement between the service provider and another part of the same organization

A document that describes business services to operational staff

An agreement between the service provider and an external organization

Which Function would provide staff to monitor events in a Network Operations Centre?

Applications Management

IT Operations Management

Service Desk

Technical Management

Which of the following is a responsibility of Supplier Management?

Development, negotiation and agreement of Organizational Level Agreements

Development, negotiation and agreement of contracts.

Development, negotiation and agreement of Service Level Agreements

Development, negotiation and agreement of Service Portfolio

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