Set of flashcards i3_all_t1 (Page 7 of 8)

Flashcards	298
Language	English
Category	Computer Science
Level	University
Created / Updated	17.05.2016 / 23.05.2016
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In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?

Baseline assessments

Setting measurement targets

Taking measurements and recording metrics

Service and process improvements

Defining the processes needed to operate a new service is part of:

Service Operation:IT Operations Management

Service Transition: Plan and prepare for deployment

Service Strategy: Develop the offerings

Service Design: Design the processes

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

Tell others about the progress of an activity

Perform an activity

Manage an activity

Be kept up to date on the progress of an activity

Which of the following is NOT a valid objective of Problem Management?

To manage Problems throughout their lifecycle

To eliminate recurring Incidents

To prevent Problems and their resultant Incidents

To restore service to a user

Which of these is a reason for categorizing incidents?

To enable the incident management database to be partitioned for greater efficiency

To identify whether the user is entitled to log an incident for this particular service

To ensure that the correct priority is assigned to the incident

To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control

1 only

Neitherofthe above

2 only

Bothofthe above

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

Service Test Manager

Evaluation

Release Packaging and Build Manager

Early Life Support

In terms of adding value to the business, which of the following describes Service Operation's contribution?

Measures for optimization are identified

The cost of the service is designed, predicted and validated

Service value ismodelled

Service value is actually seen by customers

Which of the following are Service Desk organizational structures? 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun

2, 3 and 4 only

1, 3 and4 only

1, 2 and 3 only

1, 2 and 4 only

Which of the following statements is CORRECT?

Service owners are more important to service management than process owners

Process owners and service owners are not required within the same organization

Process owners are more important to service management than service owners

Service owners are as important to service management as process owners

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

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

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

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

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

Negotiating and agreeing Operational Level Agreements

Only ensure that adequate technical resources are available.

Negotiating and agreeing Service Level Agreement

Ensuring that the information within the Service Catalogue is adequately protected and backedup.

Within Service Design, what is the key output handed over to Service Transition?

Service Portfolio Design

Process definitions

Measurement, methods and metrics

Service Design Package

Which of the following BEST describes a Problem?

The cause of two or more Incidents

A serious Incident which has a critical impact to the business

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

The cause of one or more Incidents

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

No, a Known Error must be raised at the same time as a problem

No, the workaround must be found before a Known Error is created

No, a Known Error can only be raised after the permanent resolution has been implemented

Yes

Which of the following can help determine the level of impact of a problem?

Definitive Media Library (DML)

Standard Operating Procedures (SOP)

Statement of Requirements (SOR)

Configuration Management System (CMS)

What would be the next step in the Continual Service Improvement (CSI) Model after: 1. What ist the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ?

How much did it cost?

What is the ValueOn Investment (VOI)?

What is the ReturnOn Investment (ROI)?

How do we keep the momentum going?

What is the objective of Access Management?

To provide security staff for Data Centers and other buildings

To manage access to the Service Desk

To manage access to computer rooms and other secure locations

To manage the right to use a service or group of services

Which of these is the correct set of steps for the Continual Service Improvement Model?

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented;Improve the solution

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities

1 and 3 only

All of the other alternatives apply.

2 and 4 only

1, 2 and 4 only

Which of the following is NOT a purpose of Service Transition?

To plan and manage the capacity and resource requirements to manage a release

To provide quality knowledge of Change, Release and Deployment Management

To ensure that a service can be managed, operated and supported

To provide training and certification in project management

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Perform

Implement

Measure

Do

Which of the following is the BEST description of a centralised Service Desk?

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Service Level Management

Availability Management

Financial Management

Demand Management

Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2. The successful release of services into the live environment

Bothofthe above

2 only

Neitherofthe above

1 only

Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

1 only

1 and 2 only

1 and 3 only

All of the other alternatives apply.

Hierarchic escalation is best described as?

Failing to meet the Incident resolution times specified in a Service Level Agreement

Passing an Incident to people with a greater level of technical skill

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Notifying more senior levels of management about an Incident

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

Amongst the duties of the ECAB is the review of completed emergency changes

The ECAB considers every high priority Request for Change

The ECAB will be chaired by the IT Director

The ECAB will be used for emergency changes where there may not be time to call a full CAB

Where would you expect incident resolution targets to be documented?

The Service Portfolio

A Request for Change (RFC)

A Service Description

A Service Level Agreement (SLA)

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Continual Service Improvement

Service Transition

Service Design

Service Strategy

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement

3 Plan, 2 Do, 4 Check, 1 Act

2 Plan, 3 Do, 4 Check, 1 Act

1 Plan, 2 Do, 3 Check, 4 Act

4 Plan, 3 Do, 1 Check, 2 Act

In which document would you expect to see an overview of actual service achievements against targets?

Operational Level Agreement (OLA)

Capacity Plan

Service Level Agreement (SLA)

SLA Monitoring Chart (SLAM)

Which process lists "Understanding patterns of business activity" as a major role?

RequestFulfilment

Supplier Management

Service Desk

Demand Management

Data used to support the capacity management process should be stored in:

A configuration management system (CMS)

A capacity database (CDB)

A configuration management database (CMDB)

A capacity management information system (CMIS)

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Effectiveness 3. Efficiency 4. ?

Capacity

Cost

Conformance

Compliance

Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics

2 and 3 only

1, 2 and 4 only

1 only

All of the other alternatives apply.

Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary 2. Check that user is satisfied with the outcome

Neither of the above

2 only

1 only

Both of the above

With which process is Problem Management likely to share categorization and impact coding systems?

IT Service Continuity

Capacity Management

Service Asset and Configuration Management

Incident Management

Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

Describes the topography of the hardware

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

Defines how version numbers should be used in a release

Describes how the Configuration Items (CIs) work together to deliver the services

A Service Design Package should be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An Emergency Change to an IT service 4. An IT service retirement

1, 3 and 4 only

1, 2 and 3 only

All of the other alternatives apply.

1, 2 and 4 only

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