ITIL Q2 P2

A

1. Service design delivers a new service or a change to an existing service. Which of the following are included in the service design? 1. Technology 2. Processes 3. Budget 4. Policies A. All of the above B. 1, 2, and 3 C. 2, 3, and 4 D. 2 and 4

B

10. Which of these represents the five major aspects considered by service design in the design of quality services? A. Solution, service design package, business strategy, measurement, and processes B. Solution, architecture, management systems, processes, and measurement C. Architecture, service design package, business strategy, service transition plan, and processes D. Service management systems, processes, measurement, business strategy, and service operational readiness plans

A

11. Which of theses statements provides the best description of the purpose of service level management? a. Ensure that all current and planned IT Services are delivered to agreed achievable targets. b. Ensure there is a high-level relationship with customers to capture business demands. c. Ensure users have a single point of contact for all operational d. Ensure there is a smooth transition of service to and from providers.

B

12. Which of theses is an objective of service level management? a. Monitor changes throughout their lifecycle. b. Define, document, agree, monitor, measure, report, and review services c. Respond to service requests and inquires promptly d. Establish the root cause of incidents and probability cost effectively

C

13. Which of these statements is correct about the scope of service level management (SLM)? 1. The scope of SLM includes the performance of existing services being provided. 2. The scope of SLM includes the definition of the components that make up the services and their relationships 3. The scope of SLM includes the definition of required service levels for planned services 4. The scope of SLM includes the definition of the type of changes for change management a. 2 and 4 b. 1,2,3, and 4 c. 1 and 3 d. 1,2, and 3

D

14. Which of the following is a type of service provider as identified in the service design lifecycle stage? A. Embedded service provider B. Shared service unit provider C. External service provider D. Customer-based service provider

B

15. Service level requirements are related to which of the following? A. Utility B. Warranty C. Change records D. Configuration records

C

16. Which of the following would not be part of a service level agreement? A. Description of the service B. Service hours C. Definition of business strategy D. Service continuity arrangements

C

17. Which of the following agreements commonly supports the achievement of a service level agreement? 1. Operational-level agreement 2. Strategic business plan 3. Underpinning contract 4. Internal finance agreement A. 1, 2, and 3 B. 1, 2, and 4 C. 1 and 3 D. 2 and 4

D

18. Which of the following is the best description of an underpinning contract? A. An agreement between an IT service provider and another part of the same organization assisting in the provision of services B. An agreement between an IT service provider and customer relating to the delivery of services C. An agreement between different customers about the requirements of the service D. A contract between an IT service provider and an external third-party organization assisting in the delivery of services

A

19. Multilevel service level agreement structures can contain which of the following types of service level agreement? A. Service-based, customer-based, and corporate-based B. Service-based, technology-based, and customer-based C. Technology-based, supplier based, and customer-based D. Technology-based, supplier based, and user-based

C

2. Which of these statements best represents the objective of service design? A. Service design should design services that cannot be improved. B. Service design should design services that meet the requirements of the service provider. C. Service design should design services that require little improvement, except to meet ongoing business requirements. D. Service design should design services that deliver the expectations of the service provider in terms of service requirements

B

20. Which of the following is a common color scheme applied to a service level management monitoring chart? a. Red, blue, green b. Red, amber, green c. blue, green, black d. Black, amber, blue

C

21. Which of the following is the correct definition of the service catalog? A. A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer B. The complete set of services managed by a service provider, used to manage the entire lifecycle of all services C. A database or document with information about all live IT services D. Justification for a particular item of expenditure, including information about costs, benefits, options, and risks

B

22. Which of the following is included in a service catalog? 1. Customer-facing services 2. Strategic services 3. Supporting services 4. Retired services A. 1 and 2 B. 1, 2, 3, and 4 C. 1 and 3 D. 2 and 3

B

23 Which of the following statements about the service catalog is true? 1. The service catalog forms part of the service portfolio. 2. The service portfolio forms part of the service catalog. 3. There is no relationship between the service catalog and the service portfolio. 4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio. A. 1 and 3 B. 1 only C. 2 and 4 D. 4 only

C

24. Availability is calculated using the formula AST-DT/AST × 100. What do the terms AST and DT refer to? A. AST = assumed service target, DT = delivery time B. AST = availability service target, DT = downtime C. AST = agreed service time, DT = downtime D. AST = agreed service time, DT = delivery time

B

25. Availability management considers VBFs. What does VBF stand for? A. Viable business factors B. Vital business functions C. Visibility, benefits, functionality D. Vital business facilities

C

26. Which of these statements is not correct? A. MTBF measures uptime—the time from the failure to service restoration. B. MTRS measures downtime. C. MTBSI stands for maximum time before service interruption. D. MTBSI measures the time from one failure until the next failure.

D

27. Which of the following are terms used in availability management? 1. Reliability 2. Resilience 3. Resistance 4. Attainability 5. Serviceability 6. Maintainability 7. Detectability A. 1, 2, 6, 7 B. 2, 3, 5, 6 C. 1, 4, 6, 7 D. 1, 2, 5, 6

C

28. Which of the following are responsibilities of information security management? 1. Defining the protection required for systems and data 2. Undertaking risk assessments 3. Producing the Information security policy 4. Implementing security measures to new systems during service transition A. 1 and 2 only B. All of the above C. 1, 2, and 3 D. 2, 3, and 4

A

29. Information security management keeps information about security in what? A. SMIS B. IMSS C. KEDB D. ISDB

B

3. Service design provides value to the business in many different ways. Which of the following is not recognized as value from service design? A. Lower total cost of ownership. B. Efficient assessment of changes to business strategy. C. Services meet the customer expectations for warranty requirements. D. Designs will include governance requirements.

D

30. Which of the following are responsibilities of supplier management? 1. Negotiating with internal suppliers 2. Negotiating with external suppliers 3. Monitoring delivery against the contract 4. Ensuring value for money A. 1 and 2 only B. All of the above C. 1, 2, and 3 D. 2, 3, and 4

C

31. Which of the following are categories of supplier described in ITIL? 1. Strategic 2. Operational 3. Trusted 4. Commodity A. 1 and 2 only B. All of the above C. 1, 2, and 4 D. 2, 3, and 4

A

32. Which of the following are responsibilities of capacity management? 1. Negotiating capacity requirements to be included in the SLA 2. Monitoring capacity 3. Forecasting capacity requirements 4. Dealing with capacity issues A. 2, 3, and 4 B. 1 and 2 only C. All of the above D. 1, 2, and 4

A

33. Capacity management considers three subprocesses. What are they? A. Service capacity, business capacity, component capacity B. System capacity, business capacity, component capacity C. Service capacity, business capacity, configuration capacity D. System capacity, business capacity, infrastructure capacity

C

34. Capacity management considers PBAs. What does PBA stand for? A. Proactive business assurance B. Patterns of business availability C. Patterns of business activity D. Proactive business assessment

C

35. Which of the following are responsibilities of IT service continuity management? 1. Ensuring IT services can continue in the event of a disaster 2. Carrying out risk assessments 3. Ensuring the business has contingency plans in place in case of a disaster 4. Ensuring all IT staff know their role in the event of a disaster A. 2, 3, and 4 B. 1, 2, and 4 C. 1 and 2 only D. All of the above

D

36. IT service continuity management carries out a BIA in conjunction with the business. What does BIA stand for? A. Business integrity appraisal B. Business information alternatives C. Benefit integration assessment D. Business impact analysis

B

37. Which of the following statements about design coordination responsibilities is incorrect? A. To ensure that the goals and objectives of the design stage are met B. To design the solution C. To provide a single coordination point D. To ensure the design meets the requirements

D

38. Outputs from design coordination include what? 1. The service design package 2. The CMS 3. The governance requirements 4. Suggestions for improvements to be made to the design stage A. 2, 3, and 4 B. 1 and 2 only C. All of the above D. 1 and 4 only

C

39. Which of the following statements about the service catalogue is TRUE? A. The service catalog contains information on customer-facing services only B. The service catalog contains information on supporting services only C. The service catalog shows which IT service supports each business process D. The service catalog shows details of services under development.

D

4. "Documents defining all aspects of an IT service and its requirements through each stage of its lifecycle." This is a description of what? A. A service definition package B. A service transition document C. A service core package D. A service design package

C

40. Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE? A. ITSCM defines the service that can be provided in the event of a major disruption. The business can then plan how it will use the service. B. ITSCM and Business Continuity Management (BCM) have no impact on each other. C. BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM is responsible for delivering this level of service. D. It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.

B

41. Who is responsible for producing evidence that the process activities have been carried out correctly, in the form of records? A. Process owner B. Process practitioner C. Process manager D. Service owner

D

42. What does RACI stand for? A. Responsible, Accountable, Consulted, Involved B. Recorded, Assessed, Consulted, Informed C. Review, Authorize, Consult, Inform D. Responsible, Accountable, Consulted, Informed

B

43. Which of the following is not one of the responsibilities of a service owner? A. Communicating with the customer as required on all issues regarding the delivery of the service B. Designing the metrics for the process and ensuring that these provide the necessary information to judge the effectiveness and efficiency of the process C. Representing the service across the organization and attending service review meetings with the business. D. Being the escalation (notification) point for major incidents affecting the service

A

44. Who is responsible for ensuring the right numbers of staff are assigned to the various roles within the process and that they understand what is required of them? A. Process manager B. Process owner C. Service owner D. Process practitioner

B

45. Which of the following is true? A. Accountability can be shared. B. There may be more than one person responsible. C. Someone must always be consulted for each process step. D. The process owner is the person informed for every process step.

D

46. What is the RACI model used for? A. Defining the different responsibilities of the service owner and the process owner, manager, and practitioner B. Defining the process requirements for a new service C. Risk assessment for each configuration item D. Defining the roles and responsibilities for a process

C

47. Which of these statements is not true? A. There may be several process practitioners for each process. B. There may be several process managers for each process. C. There may be several process owners for each process. D. Every process must have a process manager.

C

48. Which of these statements is not true? A. There may be several process practitioners for each process. B. There may be several process managers for each process. C. There may be several process owners for each process. D. Every process must have a process manager

D

49. Who does ITIL say is responsible for identifying improvements to a process? 1. The service owner 2. The process improvement manager 3. The process manager 4. The process owner A. 1 and 2 only B. 4 only C. All of the above D. 3 and 4 only

C

5. Service design has four major areas that need to be considered in order to deliver and holistic design. Which of these are the four P's? a. Process, plan, performance, partners. b. Partners, plans, people, performance c. People, process, products, partners d. Products, plans, performance, process

B

50. Which of the following activities should a service owner undertake? 1. Representing a specific service across the organization 2. Updating the known error database with details of errors that have been identified for the service 3. Attending the CAB meeting to discuss changes to the service 4. Attending service reviews with the business A. 1, 2, and 3 only B. 1, 3, and 4 only C. 1 and 2 only D. All of the above

B

6. A service consists of constituent parts, all of which have to be considered during the design. Which of the these are identified as part of service composition? 1. Utility 2. Warranty 3. Resources 4. Capabilities a. 3 and 4 b. all of the above c. 1,2 and 4 d. 1 and 2

D

7. Service design is subject to a number of constraints that impact the ability to design the solution. Which one of these is not recognized as constraint? a. finance b. regulatory framework c. technology d. service solution

C

8. Which of the following would be considered as suitable contents for a service design package? Select the best option. 1. Organizational readiness assessment 2. Organizational business strategy 3. Service lifecycle plan 4. Service transition plan 5. Service operational acceptance plan 6. Service acceptance criteria (SAC) a. 1,2, and 6 b. 1,3,5, and 6 c. 1,3,4,5, and 6 d. 2,5, and 6

A

9. Which of these statements is the best definition of architecture a. The fundamental organization of a system, embodied to its components, their relationships to each other and to the environments, and the principles guiding its design and evolution b.defining all aspects lifecycle of an IT Service and its requirements through each stage of its Document(s) c.A format plan of actions and timescales to implement cost effective measures to improve the level of service that forms part of continual service improvement. d. The record and rapture of the structure of the infrastructure, components, and service and the relationship between them