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i3_all_t1

i3_all_t1

i3_all_t1

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Cartes-fiches 298
Langue English
Catégorie Informatique
Niveau Université
Crée / Actualisé 17.05.2016 / 23.05.2016
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1. ensuring services are able to meet availability targets 2. monitoring and reporting actual availability 3. Improvement avtivities to ensure that services continue to meet or exceed their availability goals Which of the following does the availability management process include
1. What services should we offer and to whom? 2. How do we defferetiate ourselves from competing alternatives? 3. how do we truly create value for our customers? Which of the following questions does guidance in service strategy help answer?
Which of the following is a sub-process of capacity management?
Which of the following BEST describes a service request?
The BEST process to automate are those that are?
Which of the following is a good metric for measuring the effectiveness of Service Level management?
Which process is responsible for recording relationships between service components?
Which of the following is NOT an objective of problem management?
1. verification of configuration management system data 2. control of user desktops 3. creation and use of diagnostic scripts 4. visibility of overall IT services performance Which of the following should be supported by technology?
Which of the following activities is carried out in the "where do we want to be" step of the continual service improvement model?
The ITIL CORE publications are structures around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
The of the following statements BEST describes the Definitive Media Library (DML)?
The group that authorizes changes that must be installed faster than the normal process is called the:
Implementation of ITIL services management requires preparing and planning the effective and efficient use of:
In which core publications can you find detailed descriptions of service catalogue management, information security management and supplier management?
A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:
Service Design emphasizes the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?
In the phrase "People, Processes, Products and Partners". Products refers to:
Which of the following is NOT an objective of the Operations Management function?
Which of the following BEST describes the goal of Access Management?
Which of the following statements about processes is CORRECT? 1. A process is always organized around a set of objectives 2. A process should be documented
Who owns the specific costs and risks associated with providing a service?
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
Which of the following is the BEST definition of an Event?
Which of these would fall outside the scope of a typical service change management process
Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
What guidance does ITIL give on the frequency of production of service reporting?
Which of the following is NOT a benefit of using public frameworks and standards?
IT Service Continuity strategy should be based on: 1: Design of the service technology 2: Business continuity strategy 3: Business Impact Analysis 4: Risk assessment
The BEST processes to automate are those that are:
Which statement about Service Level Agreements (SLAs) is CORRECT?
Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. The output from monitoring tools
Which process contains the Business, Service and Component sub-processes?
What are Request Models used for?
Identity and Rights are two major concepts involved in which one of the following processes?
Which of the following is NOT an objective of Continual Service Improvement?
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
What are the categories of event described in the ITIL Service Operation book?
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