Set of flashcards ITIL (Page 5 of 8)

Flashcards	300
Students	65
Language	English
Category	Micro-Economics
Level	Other
Created / Updated	27.11.2013 / 12.05.2024
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What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and another part of the same organization

B. An agreement between the service provider and an external organization

C. A document that describes to a customer how services will be operated on a day-to-day basis

D. A document that describes business services to operational staff

Which one of the following generates demand for services?

A. Infrastructure trends

B. Patterns of business activity (PBA)

C. Cost of providing support

D. Service level agreements (SLA)

Which one of the following is an objective of service transition?

A. To negotiate service levels for new services

B. To ensure that service changes create the expected business value

C. To minimize the impact of service outages on day-to-day business activities

D. To plan and manage entries in the service catalogue

Which one of the following is the BEST definition of an event?

A. Any change of state that has significance for the management of a configuration item (CI) or IT service

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

C. The unknown cause of one or more incidents that have an impact on an IT service

D. Reducing or eliminating the cause of an incident or problem

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes which will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

Which one of the following is the BEST description of a major incident?

A. An incident which is so complex that it requires root cause analysis before a workaround can be found

B. An incident which requires a large number of people to resolve

C. An incident logged by a senior manager

D. An incident which has a high priority or a high impact on the business

Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2. Designing availability into a proposed solution

A. None of the above

B. Both of the above

C. 1 only

D. 2 only

Which one of the following would NOT involve event management?

A. Intrusion detection

B. Recording and monitoring environmental conditions in the data centre

C. Recording service desk staff absence

D. Monitoring the status of configuration items

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A. Customer level

B. Service level

C. Corporate level

D. Configuration level

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management

C. Availability management and service level management

D. Supplier management and availability management

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

Which one of the following activities is NOT part of the Deming Cycle?

A. Act

B. Plan

C. Do

D. Co-ordinate

Which one of the following is the BEST description of a service level agreement (SLA)?

A. The part of a contract that specifies the responsibilities of each party

B. An agreement between the service provider and an internal organization

C. An agreement between a service provider and an external supplier

D. An agreement between the service provider and their customer

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2. Ensuring a working relationship between the customer and service provider 3. Defining how value is created

A. 1 only

B. 2 only

C. 3 only

D. All of the above

In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Integrating ITIL with other operating models

A. Both of the above

B. Neither of the above

C. Option 1 only

D. Option 2 only

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A. An agreement with an individual customer group, covering all the services that they use

B. An agreement that covers one service for a single customer

C. An agreement that covers service specific issues in a multi-level SLA structure

D. An agreement that covers one service for all customers of that service

Which one of the following activities would be performed by access management?

A. Providing physical security for staff at data centers and other buildings

B. Managing access to computer rooms and other secure locations

C. Managing access to the service desk

D. Managing the rights to use a service or group of services

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. Event management, incident management, problem management, request fulfillment, and access management

B. Event management, incident management, change management, and access management

C. Incident management, problem management, service desk, request fulfillment, and event management

D. Incident management, service desk, request fulfillment, access management, and event management

Which of the following activities are performed by a desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes

A. All of the above

B. 1, 2 and 3 only

C. 2 and 4 only

D. 3 and 4 only

Who is responsible for defining metrics for change management?

A. The change management process owner

B. The change advisory board (CAB)

C. The service owner

D. The continual service improvement manager

Which of the following are within the scope of service asset and configuration management? 1. Identification of configuration items (CIs) 2. Recording relationships between CIs 3. Recording and control of virtual CIs 4. Approving finance for the purchase of software to support service asset and configuration management

A. 1, 2 and 3 only

B. All of the above

C. 1, 2 and 4 only

D. 3 and 4 only

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. Service Operation

B. Service Transition

C. Continual Service Improvement

D. Service Strategy

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase `Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision`?

A. Where are we now?

B. Where do we want to be?

C. How do we get there?

D. Did we get there?

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A. Service level management

B. Financial management

C. Demand management

D. Risk management

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A. The SLA covers one service, for all the customers of that service

B. The SLA covers an individual customer group for all services they use

C. An SLA that covers all customers for all services

D. An SLA for a service with no customers

Which of the following is NOT a source of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

What is a service delivered between two business units in the same organization known as?

A. Strategic service

B. Delivered service

C. Internal service

D. External service

What is the act of transforming resources and capabilities into valuable service better known as?

A. Service management

B. Incident management

C. Resource management

D. Service support

From the perspective of the service provider, who is the person or group that agrees their service targets?

A. The user

B. The customer

C. The supplier

D. The administrator

Which of the following identifies the purpose of service transition planning and support?

A. Provide overall planning for service transitions and co-ordinate the resources they require

B. Ensure that all service transitions are properly authorized

C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D. To define testing scripts to ensure service transitions are unlikely to ever fail

Which process would maintain policies, standards and models for service transition activities and processes?

A. Change management

B. Capacity management

C. Service transition planning and support

D. Release management

Which of the following identifies the purpose of design coordination?

A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle

B. Ensuring all service designs have availability designed into them

C. Designing of all the links between every service design process and all other processes in the service lifecycle

D. Control of all supplier relationships from design right through to the production environment

Which process has the following objective, `Produce service design packages (SDPs) based on service charters and change requests`?

A. Service transition planning and support

B. Design coordination

C. Service level management

D. Change management

Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing people to required roles

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Which role is accountable for the operational management of a process?

A. Process practitioner

B. Process manager

C. Service manager

D. Change manager

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 executed by a single function

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

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

A. 1 only

B. Both of the above

C. 2 only

D. Neither of the above

Which of the following is NOT an objective of request fulfillment?

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

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

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

D. To source and deliver the components of standard services that have been requested

Which process would you MOST expect to be involved in the management of underpinning contracts?

A. Change management

B. Service catalogue management

C. Supplier management

D. Release and deployment management

Which of the following are valid parts of the Service Portfolio? 1. Service Pipeline 2. Service Knowledge Management System (SKMS) 3. Service Catalogue

A. 1 and 2 only

B. 3 only

C. 1 and 3 only

D. All of the above

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