Set of flashcards ITIL (Page 6 of 8)

Flashcards	300
Students	65
Language	English
Category	Micro-Economics
Level	Other
Created / Updated	27.11.2013 / 12.05.2024
Weblink	https://card2brain.ch/box/itil2
Embed	<iframe src="https://card2brain.ch/box/itil2/embed" width="780" height="150" scrolling="no" frameborder="0"></iframe>

Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 only

B. 1 and 2 only

C. 1, 2 and 4 only

D. All of the above

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. Outcome

B. Incident

C. Change

D. Problem

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

A. Be accountable for the outcome of an activity

B. Perform an activity

C. Be kept up-to-date on the progress of an activity

D. Manage an activity

Which one of the following do technology metrics measure?

A. Components

B. Processes

C. The end-to-end service

D. Customer satisfaction

Which process includes business, service and component sub-processes?

A. Capacity management

B. Incident management

C. Service level management

D. Financial management

Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packages

B. Producing quality, secure and resilient designs for new or improved services

C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D. Measuring the effectiveness and efficiency of service design and the supporting processes

Which process is responsible for managing relationships with vendors?

A. Change management

B. Service portfolio management

C. Supplier management

D. Continual service improvement

Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun

A. 1, 2 and 4 only

B. 2, 3 and 4 only

C. 1, 3 and 4 only

D. 1, 2 and 3 only

What are the categories of event described in the UIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations

A. 1 and 2 only

B. 2 and 3 only

C. 1 and 3 only

D. All of the above

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Technical management

B. Emergency change advisory board

C. Urgent change board

D. Urgent change authority

Which of the following is NOT an objective of service transition?

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

B. To provide training and certification in project management

C. To provide quality knowledge and information about services and service assets

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

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that have been withdrawn from service

A. 1 and 3 only

B. All of the above

C. 1 and 2 only

D. 2 and 3 only

The BEST description of an incident is:

A. An unplanned disruption of service unless there is a backup to that service

B. An unplanned interruption to service or a reduction in the quality of service

C. Any disruption to service whether planned or unplanned

D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

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

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

D. 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?

When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found

A. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. The change authorization board

B. The change advisory board

C. The change implementer

D. The change manager

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

A. Continual service improvement

B. Change management

C. Service level management

D. Availability management

What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Governance

C. Total cost of ownership (TCO)

D. Key performance indicators (KPIs)

Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

Which of these statements about resources and capabilities is CORRECT?

A. Resources are types of service asset and capabilities are not

B. Resources and capabilities are both types of service asset

C. Capabilities are types of service asset and resources are not

D. Neither capabilities nor resources are types of service asset

Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metrics

B. Service design package

C. Service portfolio design

D. Process definitions

What should a service always deliver to customers?

A. Applications

B. Infrastructure

C. Value

D. Resources

Which process is responsible for the availability, confidentiality and integrity of data?

A. Service catalogue management

B. Service asset and configuration management

C. Change management

D. Information security management

Availability management is directly responsible for the availability of which of the following?

A. IT services and components

B. IT services and business processes

C. Components and business processes

D. IT services, components and business processes

Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?

A. Job descriptions

B. Functions

C. Teams

D. Roles, people or groups

Hierarchic escalation is BEST described as?

A. Notifying more senior levels of management about an incident

B. Passing an incident to people with a greater level of technical skill

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

D. Failing to meet the incident resolution times specified in a service level agreement

Which one of the following functions would be responsible for the management of a data centre?

A. Technical management

B. Service desk

C. Application management

D. Facilities management

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. RACI model

B. Incident model

C. Continual service improvement (CSI) approach

D. The Deming Cycle

Which process will regularly anal0yse incident data to identify discernible trends?

A. Service level management

B. Problem management

C. C0hange management

D. Event management

Which is the correct definition of a customer facing service?

A. One which directly supports the business processes of customers

B. A service that cannot be allowed to fail

C. One which is not covered by a service level agreement

D. A service not directly used by the business

Which one of the following is the BEST definition of the term service management?

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

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreement

B. Negotiating and agreeing operational level agreements

C. Ensuring that the service catalogue is made available to those approved to access it

D. Only ensuring that adequate technical resources are available

Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that each release package specified by service design consists of a set of related assets and service components

C. To ensure that all changes can be tracked, tested and verified if appropriate

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

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. Creating a baseline

D. Defining measurable targets

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

A. Definitive media library (DML)

B. Configuration management system (CMS)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A. Training in risk management for all staff and identification of risks

B. Identification of risk, analysis and management of the exposure to risk

C. Control of exposure to risk and investment of capital

D. Training of all staff and investment of capital

Which of the following is an enabler of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

ITIL

Create or copy sets of flashcards

Create or copy sets of flashcards

Log in to see all the cards.

SWITCHaai

Office 365

Edulog

Apple ID

Google