Set of flashcards i3_all_t1 (Page 2 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 an aim of the Change Management process?

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

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

How does Problem Management work with Change Management?

By issuing RFCs for permanent solutions

By installing changes to fix problems

By negotiating with Incident Management for changes in IT for Problem resolution

By working with users to change their IT configurations

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

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

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Demand Management

Service Portfolio Management

Service Level Management

Component Capacity Management

Which is NOT a purpose of Service Transition?

Provide training and certification in project management

Ensure that a service can be managed, operated and supported

Provide quality knowledge of Change, Release and Deployment Mgmt

Plan and manage the capacity and resource requirements to manage a release

Which of the following is the BEST definition of an Incident?

An unplanned interruption to an IT service or reduction in the quality of an IT service

Loss of ability to operate to specification, or to deliver the required output

A change of state which has significance for the management of a Configuration Item or IT Service

A warning that a threshold has been reached, something has changed, or a failure has occurred

The BEST description of the guidance provided by Service Design is?

The design and development of services and service management processes

The design and development of new services

The design and development of service improvements

The day-to-day operation and support of services

Governance is concerned with:

Ensuring that processes and procedures are correctly followed

Measuring and improving the efficiency and effectiveness of processes

Ensuring that agreed Service Level Requirements are met

Reducing the total cost of providing services

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

Request Fulfillment

Access management

Release and Deployment Management

Incident Management

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

Validate; Direct; Justify; Intervene

Validate; Direct; Justify; Improve

Evaluate; Diagnose; Justify; Intervene

Evaluate; Direct; Justify; Improve

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Vision and Strategy, Tactical Goals and Operational Goals

Business Objectives,IT Objectives, Process Metrics

Process Models, Goals and Objectives

Business andIT Strategy and Process Definitions

Which of the following statements is CORRECT for every process? 1) It delivers its primary results to a customer or stakeholder 2) It defines activities that are executed by a single function

1 only

2 only

Neither of the above

Both of the above

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

Resources and Capabilities

Services and Infrastructure

Utility and Warranty

Applications and Infrastructure

Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and service requests 2. Providing first line investigation and diagnosis 3. Restoring service 4. Diagnosing the root cause of problems

1, 2 and 3 only

2, 3 and 4 only

1, 2 and 4 only

All of the other alternatives apply.

What is the definition of an Alert?

A warning that a threshold has been reached or that something has changed

An error message to the user of an application

A type of Incident

An audit report that indicates areas where IT is not performing according to agreed procedures

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Provision of information used to compare actual performance against design standards

The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

Provision of information to users and customers about the availability of services and the procedure for obtaining them

Which of the following statements is CORRECT?

Service Design provides guidance for the development of services and service managemen processes

Service Transition contains guidance on transferring services from strategy into the design phase of the Service Lifecycle

Continual Service Improvement contains guidance on supporting IT operations through models such as shared services

Service Operation ensures that organizations are in a position to handle the costs and risks associated with their service portfolios

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

Wisdom

Data

Information

Knowledge

Which of the following is NOT a characteristic of a process?

A method of structuring an organization

It is measurable

Delivers specific results

Responds to specific events

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

Supplier Manager

IT Designer/Architect

Process Manager

Service Catalogue Manager

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 consistent with information in the Service Portfolio

Ensuring that information in the Service Catalogue is accurate

The difference between service metrics and technology metrics is BEST described as?

Service metrics measure the end to end service; Technology metrics measure individual components

Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

The term 'Service Management' is best used to describe?

A set of specialized organizational capabilities for providing value to customers in the form of services

Units of organizations with roles to perform certain activities

The management of functions within an organization to perform certain activities

A set of specialized organizational capabilities for providing functions to customers in the form of services

Which of the following is the BEST definition of an Incident?

An unplanned interruption to an IT service or reduction in the quality of an IT service

A warning that a threshold has been reached, something has changed, or a failure has occurred

A change of state which has significance for the management of a Configuration Item or IT Service

Loss of ability to operate to specification, or to deliver the required output

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

The Request Fulfillment Process Owner

The Request Fulfillment Process Manager

The Service Desk Manager

The Service Manager

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

Capacity Management

IT Service Continuity Management

Service Level Management

Service Catalogue Management

Which of the following statements is CORRECT?

The KEDB and the CMS form part of the larger SKMS

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

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

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

Which of the following delivery strategies is described as, "Formal arrangements between two or more organizations to work together to design, develop, transition, maintain, operate and/or support IT services"?

Multisourcing

Insourcing

C. Knowledge Process Outsourcing C. Knowledge Process Outsourcing Knowledge Process Outsourcing

Application Service Provision

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

Both of the above

Neither of the above

1 only

2 only

Which of the following statements about processes is INCORRECT?

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

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

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

A process may define policies, standards and guidelines

Which process contains the Business, Service and Component subprocesses?

Capacity Management

Incident Management

Service Level Management

Financial Management

What are the three Service Provider business models?

Internal Service provider, External Service provider, Shared Service Provider

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

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

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

Which of the following statements about processes is INCORRECT?

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

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

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

A process may define policies, standards and guidelines

A Service Level Agreement is?

An agreement between the Service Provider and their customer

The part of a contract that specifies responsibilities of each party

An agreement between a Service Provider and an external supplier

An agreement between the Service Provider and an internal organization

One of the five major aspects of Service Design is the design of the service solutions. It includes?

Requirements, resources and capabilities needed and agreed

Only requirements needed and agreed

Only capabilities needed and agreed

Only resources and capabilities needed

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

The Service Desk Manager

The Request Fulfillment Process Owner

The Service Manager

The Request Fulfillment Process Manager

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

Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

Service Level Management

Performance Management

Capacity Management

Event Management

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

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

Where are we now?

Define what you should measure

Identify gaps in Service Level Agreement (SLA) achievement

Prepare for action

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