Cartes mémoires i3_all_t1 (Seite 1 von 8)

Cartes-fiches	298
Langue	English
Catégorie	Informatique
Niveau	Université
Crée / Actualisé	17.05.2016 / 23.05.2016
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Which of the following is NOT an example of Self-Help capabilities?

Requirement to always call the service desk for service requests

Menu-driven range of self help and service requests

Web front-end

A direct interface into the back end process handling software

What is a RACI model used for?

Defining roles and responsibilities

Monitoring services

Performance analysis

Recording Configuration Items

Which of the following statements is INCORRECT?

The SKMS is part of the Configuration Management System (CMS)

The SKMS can include data on the performance of the organization

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include user skill levels

The group that authorizes changes that must be installed faster than the normal process is called the?

Emergency CAB (ECAB)

Urgent Change Authority (UCA)

Urgent Change Board (UCB)

CAB Emergency Committee (CAB/EC)

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

Service Design

Service Transition

Service Strategy

Service Operation

Which of these statements about Service Desk staff is CORRECT?

The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Which of the following statements is INCORRECT?

The SKMS is part of the Configuration Management System (CMS)

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include data on the performance of the organization

The SKMS can include user skill levels

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

Resources and Capabilities

Services and Infrastructure

Applications and Infrastructure

Utility and Warranty

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

The design of Market Spaces

The design of the Service Portfolio, including the Service Catalogue

The design of new or changed services

The design of the technology architecture and management systems

Which of the following is NOT the responsibility of the Service Catalogue Manager?

Ensuring that information within the Service Pipeline is accurate

Ensuring that all operational services are recorded in the Service Catalogue

Ensuring that information in the Service Catalogue is accurate

Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

Supplier Manager

Service Catalogue Manager

IT Designer/Architect

Process Manager

A plan for managing the end of a supplier contract should be created when?

The contract is being negotiated

The contract is about to be ended

The Supplier Manager decides that there is a risk the contract might need to end soon

The contract has been agreed

Which of the following sentences BEST describes a Standard Change?

A pre-authorized change that has an accepted and established procedure

A change to the service provider's established policies and guidelines

A change that is made as the result of an audit

A change that correctly follows the required change process

The BEST description of the purpose of Service Operation is?

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

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

To proactively prevent all outages to IT Services

To design and build processes that will meet business needs

Which of the following models would be most useful in helping to define an organizational structure?

RACI Model

Service Model

Continual Service Improvement (CSI) Model

Plan, Do, Check, Act (PDCA) Model

The group that reviews Changes that must be installed faster than the normal Change process is called the:

Emergency Change Advisory Board (ECAB)

Technical Management (TM)

Urgent Change Authority (UCA)

Urgent Change Board (UCB)

Which of the questions does Service Strategy help answer with its guidance? 1) How do we prioritize investments across a portfolio? 2) What services to offer and to whom? 3) What are the Patterns of Business Activity (PBA)?

1, 2 and 3 are all true

3 only

1 only

2 only

Effective release and deployment management enables the service provider to add value to the business by?

Delivering change, faster and at optimum cost and minimized risk

Ensuring that all assets are accounted for

Ensures that the fastest servers are purchased

Verifying the accuracy of all items in the configuration management database

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

The entire cycle should be repeated multiple times to implement Continual Improvement

Each stage should be carried out once in the order Plan-Do-Check-Act

There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Didwe get there?"?

Service Operation

Service Strategy

Service Design

Service Transition

Which of the following are responsibilities of a Service Level Manager? 1) Agreeing targets in Service Level Agreements 2) Designing the service so it can meet the targets 3) Ensuring all needed contracts and agreements are in place

1 and 3 only

1, 2 and 3 are all true

2 and 3 only

1 and 2 only

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Manage Incidents effectively through 1st, 2nd and 3rd line

Only manage Incidents effectively through 1st and 2nd line

Only manage Incidents effectively through the 1st line

Only manage Incidents effectively at the 3rd line

Which of the following statements is CORRECT?

The KEDB and the CMS form part of the larger SKMS

The CMS is part of the Configuration Management Data Base (CMDB)

The Service Knowledge Management System (SKMS) is part of the CMS

The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Business Value

Functionality

IT Assets

Service Level Requirements

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

Whether to buy an application or build it

Should application development beoutsourced

Who the vendor of the storage devices will be

Where the vendor of an application is located

What is the entry point or the first level of the V model?

Customer / Business Needs

Service Solution

Service Release

Service Requirements

Which of the following BEST describes a Service Desk?

A dedicated number of staff handling Incidents and service requests

A process within Service Operation providing a single point of contact

A dedicated number of staff answering questions from users

A dedicated number of staff handling service requests

Service Acceptance criteria are used to?

Ensure delivery and support of a service

Ensure the design stage of the Lifecycle

Ensure Portfolio Management is in place

Ensure service Key Performance Indicators (KPIs) are reported

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

Facilities Management

Service Desk

Technical Management

IT Operations Control

Exhibit: 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun Which of the following are Service Desk organizational structures? Please refer to the exhibit.

1, 2 and 4 only

2, 3 and 4 only

1, 2 and 3 only

1, 3 and 4 only

"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?

Functions and Processes

Markets and Customers

People, products and technology

Applications and Infrastructure

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

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

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

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

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

Effective release and deployment management enables the service provider to add value to the business by?

Delivering change, faster and at optimum cost and minimized risk

Ensures that the fastest servers are purchased

Verifying the accuracy of all items in the configuration management database

Ensuring that all assets are accounted for

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

Service Level Management

Availability Management

Continual Service Improvement

Business Relationship Management

What are the three Service Provider business models?

Internal Service provider, External Service provider, Shared Service Provider

Internal Service provider, External Service provider, Outsourced 3rd Party

Internal Service Operations provider, External Service Operations provider, Shared Service Unit

Internal Service provider, Outsourced 3rd party and Off-shore party

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

Wisdom

Data

Knowledge

Information

Which process is responsible for frequently occurring changes where risk and cost are low?

Request Fulfillment

Incident Management

Release and Deployment Management

Access management

Which of the following statements is CORRECT? 1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation 2) All of the phases of the lifecycle are concerned with the value of IT services

2 only

Both of the above

Neither of the above

1 only

The BEST description of the purpose of Service Operation is?

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

To proactively prevent all outages to IT Services

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