ITIL Quiz 4

A

Removing or restricting rights to use an IT Service is the responsibility of which process? A. Access Management B. Incident Management C. Request Fulfillment D. Change Management

A

Application Management plays a role in all applications. One of the key decisions to which they contribute is? A. Whether to buy an application or build it B. Should application development be outsourced C. Who the vendor of the storage devices will be D. Where the vendor of an application is located

C

Event Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle? A. Service Strategy B. Service Transition C. Service Operation D. Continual Service Improvement

D

Service operation includes which of the following activities? A. Testing the service B. Rolling out the service C. Deciding whether to retire the service D. Optimizing the service

A

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? A. Yes B. No, the workaround must be found before a Known Error is created C. No, a Known Error can only be raised after the permanent resolution has been implemented D. No, a Known Error must be raised at the same time as a problem

A

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? A. Yes: for ease of management, a known error record can be created at any time it is prudent to do so B. No: a known error record must only be created after a workaround has been found C. No: a known error record is created when the original incident is raised D. No: a known error record should be created with the next release of the service

C

Access Management is closely related to which other process? A. Capacity Management only B. 3rd line support C. Information Security Management D. Change Management

C

Access Management is closely related to which other processes? A. Availability Management only B. Information Security Management and 3rd line support C. Information Security Management and Availability Management D. Information Security Management only

D

Contracts relating to an outsourced Data Centre would be managed by? A. Service Desk B. IT Operations Control C. Technical Management D. Facilities Management

A

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle? A. Service Operation B. Capacity Management C. Service Design D. Availability Management

A

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

C

How does Problem Management work with Change Management? A. By installing changes to fix problems B. By negotiating with Incident Management for changes in IT for Problem resolution C. By issuing RFCs for permanent solutions D. By working with users to change their IT configurations

C

Identify the input to the Problem Management process. A. Request for Change B. Problem Resolution C. Incident Records D. New Known Errors

D

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs? A. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed D. It is possible that responsiveness may suffer and customers needs may not be met within business timescales

B

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to: A. Only manage Incidents effectively at the 3rd line B. Manage Incidents effectively through 1st, 2nd and 3rd line C. Only manage Incidents effectively through 1st and 2nd line D. Only manage Incidents effectively through the 1st line

D

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to: A. Only manage Incidents effectively through 1st and 2nd line B. Only manage Incidents effectively through the 1st line C. Only manage Incidents effectively at the 3rd line D. Manage Incidents effectively through 1st, 2nd and 3rd line

D

In terms of adding value to the business, which of the following describes Service Operation's contribution? A. The cost of the service is designed, predicted and validated B. Measures for optimization are identified C. Service value is modeled D. Service value is actually seen by customers

D

In terms of adding value to the business, which one of the following describes service operation's contribution? A. The cost of the service is designed, predicted and validated B. Measures for optimization are identified C. Service value is modeled D. Service value is visible to customers

B

In which of the following should details of a workaround be documented? A. The Service Level Agreement (SLA) B. The problem record C. The Availability Management Information System D. The IT service continuity plan

C

In which of the following situations should a Problem Record be created? A. An event indicates a redundant network segment has failed but it has not impacted users B. An Incident is passed to second-level support C. A Technical Management team identifies a permanent resolution to a number of recurring 53 Incidents D. Incident Management has found a workaround but needs some assistance in implementing

A

Major Incidents require: A. Separate procedures B. Less urgency C. Longer timescales D. Less documentation

D

Many processes from other lifecycle stages also take place during the operation stage. Which of the following processes does not fall into this category? A. IT service continuity management B. Availability management C. Service level management D. Design coordination

B

Many processes from other lifecycle stages also take place during the operational stage. Which of the following processes does not fall into this category?? A. Service Level Management B. Design coordination C. Availability management D. IT service continuity management

B

Match the activities to the following functions. 1. Activity: Console management 2. Activity: Identifying functional and manageability requirements for application software 3. Activity: Providing a single point of contact 4. Activity: Designing and managing the infrastructure a. Function: Service desk b. Function: Technical management c. Function: Application management d. Function: Operations management A. 1d, 2a, 3c, 4b B. 1d, 2c, 3a, 4b C. 1a, 2b, 3c, 4d D. 1b, 2c, 3d, 4a

A

Match the activities to the following functions: 1. Activity: Console management 2. Activity: Identifying functional and manageability requirements for application software 3. Activity: Providing single point of contact 4 Activity: Designing and managing the infrastructure a. Functions: Service Desk b. Functions: Technical management c. Functions: Application management d. Functions: Operations management A. 1d, 2c, 3a, 4b B. 1d, 2a, 3c, 4b C. 1a, 2b, 3c, 4d D. 1b, 2c, 3d, 4a

D

Operations management is split into two aspects. What are they called? A. Facilities management, operations development B. Facilities ownership, operations control C. Console management, facilities management D. Facilities management, operations control

D

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? A. Extreme focus on cost B. Extreme focus on responsiveness C. Vendor focused D. Extreme internal focus

B

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

C

The BEST description of the purpose of Service Operation is? A. To decide how IT will engage with suppliers during the Service Management Lifecycle B. To proactively prevent all outages to IT Services C. To deliver and support IT Services at agreed levels to business users and customers D. To design and build processes that will meet business needs

B

The BEST description of the purpose of Service Operation is? A. To design and build processes that will meet business needs B. To deliver and support IT Services at agreed levels to business users and customers C. To decide how IT will engage with suppliers during the Service Management Lifecycle D. To proactively prevent all outages to IT Services

B

The service desk carries out two processes. What are they? 1. Incident management 2. Design coordination 3. Request fulfillment 4. Change management A. 2 and 4 B. 1 and 3 C. All of the above D. 3 and 4

C

The service desk is not responsible for which of the following? A. Providing a first point of contact B. Resolving straightforward incidents C. Preventing incidents from recurring D. Providing updates to users

A

The service desk is not responsible for which of the following? A. preventing incidents from recurring B. providing a first point of contact C. resolving straight forward incidents D. providing updates to users

C

What are the categories of event described in the ITIL Service Operation book? A. Informational, Scheduled, Normal B. Scheduled, Unscheduled, Emergency C. Informational, Warning, Exception D. Warning, Reactive, Proactive

A

What are the processes within Service Operation? 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

D

What are the two major processes in Problem Management? A. Technical and Service B. Resource and Proactive C. Reactive and Technical D. Proactive and Reactive

D

What is the BEST description of a Major Incident? A. An Incident that 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 high impact on the business

D

What 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 that will meet business needs D. To deliver and manage IT services at agreed levels to business users and customers

B

What is the definition of an Alert? A. A type of Incident B. A warning that a threshold has been reached or that something has changed C. An error message to the user of an application D. An audit report that indicates areas where IT is not performing according to agreed procedures

D

What is the objective of Access Management? A. Provide physical security for staff at data centers and other buildings B. Manage access to computer rooms and other secure locations C. Manage access to the service desk D. Manage the rights to use a service or group of services

A

When an incident should be closed? A. When the user confirms that the service has been restored B. When the technical staff members are confident that it will not recur C. When the desktop support staff members say that the incident is over D. When the target resolution time is reached

D

When can a Known Error record be raised? 1. At any time it would be useful to do so 2. After the permanent solution has been implemented A. 2 only B. 1 only C. Neither of the above D. Both of the above

D

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

A

Which Function would provide staff to monitor events in a Network Operations Centre? A. IT Operations Management B. Applications Management C. Service Desk D. Technical Management

C

Which Functions are included in IT Operations Management? A. Network Management and Application Management B. Technical Management and Change Management C. IT Operations Control and Facilities Management D. Facilities Management and Release Management

A

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained? A. Categorization B. Diagnosis C. Prioritization D. Closure

D

Which is NOT a purpose of Service Transition? A. Ensure that a service can be managed, operated and supported. B. Provide quality knowledge of Change, Release and Deployment Mgmt. C. Plan and manage the capacity and resource requirements to manage a release. D. Provide training and certification in project management.

D

Which of the following BEST describes a Problem? A. An issue reported by a user B. The cause of two or more incidents C. A serious incident which has a critical impact to the business D. The cause of one or more incidents

B

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

A

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 A. 1, 2 and 4 only B. 2, 3 and 4 only C. 1, 3 and 4 only D. 1, 2 and 3 only

C

Which of the following are managed by facilities management? 1. Hardware within a data center or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites A. 1, 2 and 3 only B. All of the above C. 1,3 and 4 only D. 1and 3 only

B

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

C

Which of the following can include steps that will help to resolve an Incident? 1. Incident Model 2. Known Error Record A. 1 only B. 2 only C. Both of the above D. Neither of the above

D

Which of the following functions would be responsible for management of a data center? A. Technical Management B. Service Desk C. Applications Management D. Facilities Management

C

Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL? A. Local B. Centralized C. Holistic D. Virtual

C

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

B

Which of the following is NOT a valid 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 source and deliver the components of standard services that have been requested D. To provide a channel for users to request and receive standard services

A

Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the service desk for service requests B. Menu-driven range of self-help and service requests C. Web front-end D. A direct interface into the back end process handling software

C

Which of the following is NOT an objective of the Operations Management function? A. Swift application of skills to diagnose any IT Operations failures that occur B. Delivering improvements to achieve reduced costs C. First line Incident investigation and diagnosis logged by users D. Maintenance of status quo to achieve stability of day to day processes and activities

B

Which of the following is not a service desk structure described in ITIL? A. Virtual B. Matrix C. Follow the sun D. Local

B

Which of the following is the BEST definition of an Incident? A. A warning that a threshold has been reached, something has changed, or a failure has occurred B. An unplanned interruption to an IT service or reduction in the quality of an IT service C. A change of state which has significance for the management of a Configuration Item or IT Service D. Loss of ability to operate to specification, or to deliver the required output

D

Which of the following is the BEST definition of an Incident? A. Loss of ability to operate to specification, or to deliver the required output B. A change of state which has significance for the management of a Configuration Item or IT Service C. A warning that a threshold has been reached, something has changed, or a failure has occurred D. An unplanned interruption to an IT service or reduction in the quality of an IT service

D

Which of the following is the BEST description of a centralized Service Desk? A. The desk is co-located within or physically close to the user community it serves B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place C. The desk provides 24 hour global support D. There is a single desk in one location serving the whole organization

C

Which of the following is the correct list of functions described in ITIL? A. Technical management function, facilities management function, service desk function B. Infrastructure management function, desktop support function, application manage- ment function, service desk function C. Technical management function, operations management function, application man- agement function, service desk function D. Infrastructure management function, service desk function, application development function

A

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

D

Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. Diagnostic scripts and tools A. 1, 2 and 3 only B. 1, 2 and 4 only C. 2, 3 and 4 only D. All of the above

B

Which of the following should be documented in an Incident Model? 1. Details of the Service Level Agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident A. 1 only B. 2 only C. Both of the above D. Neither of the above

D

Which of the following should service desk staff members possess? 1. Specialist technical knowledge 2. Customer service skills 3. Technical ability 4. Business knowledge A. 1 and 2 B. 2 and 3 C. All of the above D. 2, 3, and 4

C

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience A. 1 only B. 2 only C. Both of the above D. None of the above

D

Which of the following statements correctly states the relationship between urgency, priority and impact? A. Impact, priority and urgency are independent of each other B. Urgency should be based on impact and priority C. Impact should be based on urgency and priority D. Priority should be based on impact and urgency

C

Which of the following would NOT be a task carried out by the Request Fulfillment process? A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) B. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists C. Provision of information used to compare actual performance against design standards D. Provision of information to users and customers about the availability of services and the procedure for obtaining them

D

Which of the following would a Major Problem Review examine? 1. Things that were done correctly 2. Those things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

D

Which of the following would a major problem review examine? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

D

Which of the following would be examined by a major problem review? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future A. 1 only B. 2 and 3 only f C. 1, 2 and 4 only D. All of the above

B

Which of these activities is facilities management not responsible for? A. Maintaining air conditioning to the required level in the server rooms B. Defining the infrastructure requirements to support the services C. Ensuring the power supply at any disaster recovery sites meets the requirement D. Testing the UPS and generators

B

Which of these activities would commonly 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 A. All of the above B. 1, 2 and 3 only C. 2 and 4 only D. 3 and 4 only

A

Which of these is NOT a responsibility of Application Management? A. Ensuring that the correct skills are available to manage the infrastructure B. Providing guidance to IT Operations about how best to manage the application C. Deciding whether to buy or build an application D. Assisting in the design of the application

B

Which of these statements about Service Desk staff is CORRECT? A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles C. The Service Desk should try to have a high level of staff turnover as the training requirements 3 are low and this helps to minimize salaries D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

B

Which one of the following activities does application management perform? A. Defining where the vendor of an application should be located B. Ensuring that the required functionality is available to achieve the required business outcome C. Deciding who the vendor of the storage devices will be D. Agreeing the service levels for the service supported by the application

A

Which one of the following do major incidents require? A. Separate procedures B. Less urgency C. Longer timescales D. Less documentation

D

Which one of the following functions would be responsible for the management of a data center? A. Technical management B. Service desk C. Application management D. Facilities management

D

Which one of the following is NOT a characteristic of a process? A. It is measurable B. It delivers specific results C. It responds to specific events D. It structures an organization

C

Which one of the following is NOT a valid purpose or objective of problem management? A. To prevent problems and resultant incidents B. To manage problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring incidents

D

Which one of the following is NOT an objective of problem management? A. Minimizing the impact of incidents that cannot be prevented B. Preventing problems and resulting incidents from happening C. Eliminating recurring incidents D. Restoring normal service operation as quickly as possible

A

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

D

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

A

Which one of the following is the BEST description of a service request? A. A request from a user for information, advice or for a standard change B. Anything that the customer wants and is prepared to pay for C. Any request or demand that is entered by a user via a self-help web-based interface D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

A

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

B

Which one of the following statements about incident reporting and logging is CORRECT? A. Incidents can only be reported by users B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service C. All calls to the service desk must be logged as incidents D. Incidents reported by technical staff must also be logged as problems

C

Which one of the following would NOT involve event management? A. Intrusion detection B. Recording and monitoring environmental conditions in the data center C. Recording service desk staff absence D. Monitoring the status of configuration items

D

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers? A. Continual Service Improvement B. Service Transition C. Service Design D. Service Operation

B

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits? A. Service asset and configuration management B. Event management C. Service catalogue management D. Problem management

C

Which process is responsible for dealing with complaints, comments, and general enquiries from users? A. Service Level Management B. Service Portfolio Management C. Request Fulfillment D. Demand Management

D

Which process is responsible for low risk, frequently occurring, and low cost changes? A. Demand Management B. Incident Management C. Release and Deployment Management D. Request Fulfillment

B

Which process is responsible for providing the rights to use an IT service? A. Incident management B. Access management C. Change management D. Request fulfillment

A

Which process is responsible for sourcing and delivering components of requested standard services? A. Request fulfillment B. Service portfolio management C. Service desk D. IT finance

D

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

A

Which process or function is responsible for monitoring activities and events in the IT Infrastructure? A. IT Operations Management B. Service Level Management C. Capacity Management D. Incident Management

B

Which process will regularly analyze incident data to identify discernable trends? A. Service Level Management B. Problem Management C. Change Management D. Event Management