C846 - Practice Tests 1
Which of the following are the benefits of the ISO/IEC 20000-1 standard?
-It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled. -It can be used for an organization that needs a consistent approach from all its service providers. -It can be used for a service provider that wants to demonstrate its capability for the design, transition, delivery, and improvement of services that are useful in fulfilling the service requirements. -It can be used for a service provider to monitor, measure, and review the service management processes and services. -It can be used for a service provider to improve the design, transition, delivery, and improvement of services by proper implementation and operation of the service management system (SMS).
Which of these statements are correct? The customer's perspective is unimportant when measuring service performance. Nothing should be included in an SLA unless it can be effectively monitored and measured. Performance measures should include subjective and objective measures.
2 and 3
What are the attributes of a configuration item?
A description of the characteristics of a configuration item
Which one of these statements best describes a release unit?
A release unit is a portion of a service or the infrastructure that is normally released together.
Which one of these statements best describes the service knowledge management system?
A set of tools and databases used to manage knowledge and information
Which of the following processes is used to involve Identity and Rights as the two major concepts?
Access Management
Which of the following tasks is a part of Proactive Problem Management?
Analyzing trends
Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
Assessing the impact and cause of Incidents and Problems Assessing the impact of proposed Changes Planning and designing a Change to an existing service Planning a technology refresh or software upgrade
Which of the following have to be established at each level, strategic goals and objectives, tactical process maturity, operational metrics, and KPIs?
Baselines
Which of the following is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy?
Business Continuity Strategy
Which of the following processes are covered by Service Strategy?
Business Relationship Management IT Financial Management Demand Management Service Portfolio Management
You work as a Project Manager for uCertify Inc. You are leading the analysis of a new project that may be initiated by your company. The analysis is a focus on the return on investment (ROI) for new programs that may be created if the project is initiated. What type of document are you creating for your company?
Business case
In which system will the information regarding configuration items and service assets be held?
CMS
Which of the following is a process improvement approach that provides organizations with the essential elements for effective process improvement and guides process improvement across a project, a division, or an entire organization?
Capability Maturity Model Integration
An analysis has been done regarding the expansion of the customer information database. The result specifies that the disk capacity must be increased to contain the projected growth of the database in the near future. Which process is accountable for sharing this information on time to ensure that the available disk space is adequate?
Capacity Management
Question 39 :Which of the following ITIL processes offers an insight, using the modeling activity, into trends that might cause performance problems in the future?
Capacity Management
Which of the following Service Design processes is used to make the most efficient use of data supplied by Demand Management?
Capacity Management
Which of the following ensures that the service provider has, at all times, sufficient capacity, so that the current and the future needs of the customer get fulfilled?
Capacity Management
Which of the following processes contains the Business, Service, and Component sub-processes?
Capacity Management
Which of the following involves monitoring patterns of business activity?
Capacity management
Capacity management statements
Capacity management objectives include the development of a capacity plan. Capacity management information is gathered and maintained in the capacity management information system. Capacity management ensures that there was no unavailability because of capacity issues only.
The Service Desk supports the provision of services that are agreed by assuring access to the IT organization and providing a range of support activities. Which of the following are the approaches of Service Desk?
Centralized Service Desk: single point of contact Local Service Desk: across a number of sites. Virtual Service Desk:
In uCertify Inc, a service desk employee has been assigned a task to relocate the Sales department's workstations. In which of the following ITIL processes is this employee currently playing a role?
Change Management
Which of the following administers each release via a request for change to ensure that there is authorizing, scheduling, and correct implementing of the group of changes in a release?
Change Management
Which of the following processes handles any new service, changes to the service catalog, or closure of services?
Change Management
Which process/function standardizes the request for a new workstation?
Change Management
Which of these statements are correct?
Change management should adopt a set of standardized methods and procedures. Change management should ensure that business risk is reduced.
You are the project manager of a large project in your organization. You have been actively communicating and working with the project stakeholders. One of the outputs of the manage stakeholder expectations process can actually create new risk events for your project. Which output of the manage stakeholder expectations process can create risks?
Change requests
Which of the following phases of the Plan-Do-Check-Act methodology is used to monitor, measure, and review that the service management objectives and plans are effectively achieved?
Check
Which of the following includes details of the physical location of hardware covered by the release?
Configuration Management Database (CMDB)
Part of your change management plan defines what should happen in the change control system for your project. Theresa, a junior project manager, asks what the configuration management activities are for scope changes. You tell her that all of the following are valid configuration management activities except for which one?
Configuration item costing
Which of these statements about asset management and configuration management is true?
Configuration management may include locations and documents. Asset management considers the value of items, and configuration management considers the interdependencies between items. Asset management is concerned only with purchased items, such as hardware and software.
Which of the following is an IT Service delivering basic Outcomes required by one or more customers?
Core service
Which of the following is the correct list of the three levels of a multi-level SLA?
Corporate, Customer, and Service
Which of the following variables support the structure of Service Level Agreement (SLA)?
Cultural aspects Physical aspects of the organization
Which is the correct order of these concepts in the knowledge structure, beginning with the least context and understanding and finishing with the greatest?
Data, information, knowledge, wisdom
The objective of Release Management is to deliver, distribute, and track changes in a release into the live environment. Which of the following are the activities of Release Management?
Design, building, and configuration Release policy and planning Communication, preparation, and training
A service catalog contains which of the following?
Details of all services currently available to the users
Which of the following are the basic change models that are included in service transitions?
Emergency change model Normal change model Standard change model
Which of the following contains information on the costs for providing services and provides insight into the profitability of services and customers?
Financial Analysis
An availability plan should consider the requirements for what period?
For the next 12 to 18 months
In which of the following does the Incident Manager resolve a problem, if the Service Desk is unable to resolve the incident in the first instance?
Hierarchical escalation
Which of the following assesses risks, determines costs to alleviate those risks, and prioritizes the recovery plan developed through Risk Assessment?
IT Service Continuity Management
Problem Management reduces the adverse impact of incidents and problems on the business that are caused due to errors in the IT infrastructure. It restricts the recurrence of incidents associated to these errors. Which of the following are the benefits of Problem Management?
Improved IT service quality Incident volume reduction Permanent solutions
Which of the following are commonly used terms when discussing service improvement outcomes?
Improvements Benefits Return On Investment (ROI) Value On Investment(VOI) Resources
The CEO of uCertify Inc calls the service desk and reports that the system is running slow. He inquires whether he can be given a different PC, the same as that of his colleague's, which is a lot faster. Which of the following terms is applicable to this situation?
Incident
Which of the following processes monitors progress and escalation of incidents?
Incident Management
Which of the following are the basic steps of Incident Management?
Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Ownership, monitoring, tracking, and communication
Question 34 :The challenges that differentiate services from other systems of value creation such as manufacturing, mining, and agriculture are:
Intangible nature of the output and intermediary products of service processes. Demand is tightly coupled with customer's assets. High-level of contact for producers and consumers of services. Perishable nature of service output and service capacity.
Question 7 :Which of these are valid service provider types according to ITIL?
Internal Shared services Fully outsourced
Question 2 :Which of the following are part of a typical business case structure?
Introduction Methods Business impacts Risks and contingencies Recommendations
Which of the following are the strategic objectives of Capacity Management?
It determines upgrade plans in order to ensure accurate and timely procurements. It aligns equipment according to business need, supply, and demand. It is used to ensure effective service level management.
A service catalog provides the detailed description of the operational services in the language that the customer can understand. Which of the following are the features of a service catalog?
It includes a summary of the associated service levels that are provided to the customers by the IT organization. It facilitates the alignment process between service customers and service providers. It serves as an important communication tool.
Which of the following statements relate to the ISO/IEC 20000 standard?
It is a symbol of quality for all IT Service Management processes. It is a basic requirement for IT Service providers. It contains the scope of the Service Management plan of an organization.
activities of Service level management
It is used for composing a service catalogue. It agrees on the service provided. It monitors the service levels. It provides reporting on results. It reviews service levels.
Configuration Management process supports the other Service Management processes by managing the service assets and Configuration Items. Which of the following are the goals of Configuration Management?
It is used for verifying the configuration records against the infrastructure and for correcting any exception. It reports for all the IT assets and configurations within the organization and its services. It is used for providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management.
Which of the following is the objective of the ISO/IEC 20000 management?
It is used to provide a management system along with policies and a framework, so that there can be effective management and accomplishment of all IT services.
Why should a user Automate Service Management Processes?
It makes adjustment of capacity of automated resources easier. It improves utility and warranty of services. It provides a good basis for measuring and improving service processes. It enables automated resources to better handle capacity.
Release Management is used to implement a group of related and compatible Configuration Items into a batch, known as a release. Which of the following are the objectives of Release Management?
It makes sure that master copies of all software are secure and there is updated Configuration Management Database (CMDB). It plans the successful roll-out of software and It handles the customer expectations.
IT Service Continuity Management (ITSCM) is used to support the overall Business Continuity Management (BCM) in order to ensure that the required IT infrastructure and the IT service provision are recovered within an agreed business time scales. Which of the following are the benefits of implementing IT Service Continuity Management?
It prioritizes the recovery of IT services by working with BCM and SLM. It minimizes disruption in IT services when it follows a major interruption or disaster. It minimizes costs related with recovery plans using proper proactive planning and testing.
Production budget:
It provides detailed information about the following services: quantities, delivery items, person hours, and materials required.
Supplier Management is used to ensure that all contracts with suppliers support the needs of business, and that all suppliers meet their contractual commitments. Which of the following are the objectives of the Supplier Management process?
It supports in managing relationship with suppliers. It supports in managing supplier performance. It manages and maintains a supplier policy and a supporting supplier and contract database.
Documentation is a way to communicate information and share knowledge. Which of the following are the features of documentation?
It supports in the improvement of the performance of an organization. It develops a common understanding across process fields.
Which of the following are the activities of IT Service Continuity Management?
It works with BCM and Service Level Management (SLM) for the purpose of determining potential issues and recovery requirements via Business Impact Analysis. It takes possession for an incident and behaves as the primary level of escalation. It translates recovery requirements into infrastructure options and data storage requirements.
What will be the status of the problem if its root cause has been successfully diagnosed?
Known Error
In which record is a workaround likely to be captured?
Known error record
Which of the following is true about change management?
Low-risk changes may be preapproved.
Which of the following activities of Configuration Management defines the location of storage areas and libraries that contain hardware, software, and documentation?
Management & Planning: This activity defines the following features: It defines the strategy, policy, scope, objectives, processes, and procedures. It defines the roles and responsibilities of involved staff and stakeholders. It defines the location of storage areas and libraries that contains hardware, software, and documentation. It defines the Configuration Management Database design. It defines Configuration Item (CI) naming conventions. It manages housekeeping including license management and archiving of configuration.
Which of these statements is correct?
Mean time between failures is a measure of service uptime. Mean time to restore service is a measure of service downtime.
Service based Service Level Agreement is used when the requirements of the IT service vary little between customers. Which of the following contents are included in the Service Level Agreement (SLA)?
Mutual responsibilities Service availability Batch turnaround times
Business Relationship Management understands the customers and their business drivers to create and maintain a good relationship between the service provider and the customer. Which of the following are the levels of participation that are needed for aligning the business and IT organization?
Operational Tactical Strategic
The Service Level manager requires an agreement that describes the responsibilities of each internal support group towards the other support groups, including the process and time-frame for delivery of their services. Which of the following can be used to meet his requirements?
Operational Level Agreement
What is an agreement between an IT service provider and another part of the same organization?
Operational level agreement
Which are the key concepts for consideration in the delivery of successful services?
People, process, product, partners
The aim of Release Management is to deliver, distribute, and track the changes in a release into the live environment. Which of the following approaches are used for release?
Phased approach Big Bang approach Push approach
What are the basic steps involved in Continuity Management?
Prioritizing the businesses to be recovered by conducting a Business Impact Analysis (BIA). Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities, and countermeasures for each service. Evaluating the options for recovery. Producing the Contingency Plan. Testing, reviewing, and revising the plan on a regular basis.
Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors?
Problem Management
Which of the following processes is responsible for producing a RFC output?
Problem Management
Which of the following statements are correct? It is the responsibility of the information security manager to:
Produce and maintain the information security policy. & Ensure business impact analysis and risk analysis are conducted.
Which of the following secondary budgets is used to provide detailed information about the following services: quantities, delivery items, person hours, and materials required?
Production budget
Budgeting begins by identifying the key factors that restrict the growth of the company. In many cases, financial constraints determine the budget. Which of the following are the secondary budgets included in the budgeting process?
Production budget Sales and marketing budget
Management would like you to create a chart to show each project team member's work assignment using a simple legend. What type of chart is management asking you to create?
RACI Chart
You work as a Project Manager for uCertify Inc. You have been requested by the management to show graphical representation of roles and responsibilities of different project team members. Which of the following will you produce?
RACI chart
Which of the following versions of RACI includes Out of the Loop participation type?
RACIO Out of the Loop (or Omitted): Designating individuals or groups who are specifically not part of the task.
Which stage of the Change Management process is used to deal with what should be done if the change is not successful?
Remediation planning
Reporting
Reporting is the Process Manager's responsibility. The reports of Configuration Management are provided to the Service Level Manager to communicate the feedback on service levels to the customer.
Which of the following processes is responsible for sourcing and delivering components of requested standard services?
Request Fulfillment
Which of the following processes is responsible for low risk and frequently occurring low cost changes?
Request fulfillment
What is meant by the term request fulfillment in the ITIL framework?
Request fulfillment is a process for managing the requests from users to the IT department.
Which of the following is the output of the Problem Management process?
Resolve root cause of incidents Known Error Records RFC's Problems Records
Which of the following sub-processes of Capacity Management is concerned with the management of the individual components of the IT Infrastructure?
Resource Capacity Management
RSI is a version used by the Project Management Institute:
Responsible: These people are the doers of the work. They must complete the task or objective or make the decision. Several people can be jointly responsible. Sponsor: This person is the owner of the work. He or she must sign off or approve when the task, objective or decision is complete. This person must make sure that responsibilities are assigned in the matrix for all related activities. There is only one person accountable, which means that the buck stops there. Informed: These people need to be kept in the picture. They need updates on progress or decision, but they do not need to be formally consulted, nor do they contribute directly to the task or decision.
Into which of the following phases is the Service Portfolio divided?
Retired Services Service pipeline Service catalog
Verification and Audit
Reviews and audits are used to verify the existence of the CIs and confirm that the CIs are correctly recorded in the CMDB. There should be conformity between the documented baselines and the actual environment to which the CIs are referring.
Which of the following is used to identify, document, analyze, and mitigate against the likelihood of potential impact to a service?
Risk management
Which of the following is a way of delivering value to customers by facilitating outcome that customers wish to get without the control of specific costs and risks?
Service
Which of the following processes is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the Information Technology (IT) infrastructure?
Service Asset and Configuration Management
Which of the following develops an understanding of the responsibilities of the service provider and the customers through negotiations and Service Level Agreements (SLAs)?
Service Level Management
Event Management, Problem Management, Access Management, and Request Fulfillment are part of which of the following stages of the Service Lifecycle?
Service Operation
Which volume provides guidance on clarification and prioritization of service-provider investments in services?
Service Strategy
Which of the following sub-processes of Service Portfolio Management is used to define the overall goals that the service provider should follow in its development based on the outcome of Strategic Service Assessment?
Service Strategy Definition
Service Lifecycle has the purpose of "Planning and managing resources that are required to deploy a release into production"?
Service Transition
Which of the following is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy?
Service Transition
Which document refers to the steps that must be taken if there is a major gap in the projected delivery quality of a service and the actual delivery?
Service improvement plan
An assistant from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP system. In which document will you most probably find this information?
Service level agreement
The service operation lifecycle stage has a number of key objectives. Which of these statements best reflects the key objectives of service operation?
Service operation should ensure the day-to-day service is delivered according to the agreed-on requirements of the business.
"A role that is accountable for the delivery of a specific IT service." This is a definition for which of the following?
Service owner
Which of these represents the correct sequence of the service lifecycle?
Service strategy, service design, service transition, service operation, continual service improvement
In terms of adding value to the business, what describes the contribution of Service Operation?
Service value is seen by customers
Which process reviews operational-level agreements on a regular basis?
Service-level management
What value does service design provide for the business?
Services are delivered effectively and aligned to business needs.
In the ITIL framework, what is a customer defined as?
Someone who buys goods or services
A service must provide which of the following to deliver business value?
Sufficient capacity and the agreed-upon level of security
Where are supplier information and performance reports, along with contractual information, held?
Supplier and contract management information system
Service Level Management makes sure that a Service Catalog is produced and maintained. Which of the following are the aspects of the Service Catalog?
Technical Service Catalog Business Service Catalog
What are the three types of metrics that an organization needs to use to support CSI?
Technology, process, and service
Which one of these statements regarding the CSI approach is correct?
The CSI approach can be applied to the improvement of all processes.
What is the continual service improvement (CSI) approach?
The CSI approach is used to manage improvement activity in line with business requirements.
What is the purpose of the continual service improvement (CSI) stage of the service lifecycle?
The CSI stage is concerned with the management of improvement across the whole service lifecycle.
Which of the following roles in Service Transition is made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties?
The Change Advisory Board
Who "owns" ITIL?
The U.K. government
The predicted costs and benefits of a proposed new service are documented in which of the following documents?
The business case
Which of the following are the responsibilities of Business Relationship Management?
The compliments regarding the service should be documented and reported to the service delivery team. The service provider should analyze the record of complaints periodically in order to identify trends and reports.
Which of the following describe the basic concept of Integrity in Security Management?
The correctness of the data
Cost and investment budgets:
The investment budget recognizes the expenditure associated with the replacement and purchase of the means of production. The investment budget may also be affected by the investment projects that are initiated in the preceding years.
Which of the following are the features of Service based Service Level Agreement (SLA)?
The language used in an SLA should be clear and concise. Information included within an SLA is measurable. SLA provides one service for all customers of that service. Introduction Service description Mutual responsibilities Scope Service hours Service availability Reliability Customer support Contact points & escalation Service performance Batch turnaround times Security Charging
What aspects would you expect to see in a Service Level report designed for the users?
The level of availability realized and the time not available per period. The successful and backed out Changes per period. The percentage of incidents resolving within the target.
Sales and marketing budget:
The marketing department is responsible for a large part of the process if the sales volume determines the budget. To draw a good budget, an accurate assessment and analysis of the customer, markets, sales regions, and products is essential.
Administrative budgets:
The overhead budgets for the relevant departments such as production, sales and distribution, and research and development are determined by the user depending on the service to be provided.
In the ITIL guidance on incident management, what is one of the key purposes of the incident management process?
The purpose of incident management is to restore normal service operation as quickly as possible.n
Status Accouning
The reporting of all the current and historical data is related to each CI in its Lifecycle and provides information about the following: Configuration baselines Latest software item versions The person who is responsible for status change CI change/incident/problem history
Which of these statements is correct when referring to the service desk?
The service desk should act as the single point of contact for the IT department. The service desk is involved with the incident management and request fulfillment processes.
Identification
This activity determines the CIs that will be recorded, their attributes, and their relationships with other CIs. Identification can take place for the following: Hardware and Software Business systems Packages Physical databases Feeds between databases and links Configuration baselines Software releases Documentation
Control
This activity ensures that there is a recording of only authorized and identifiable CIs from receipt to disposal so as to protect the integrity of the CMDB. Control occurs when the CMDB is changed, including: Registration of all new CIs and versions Update of CI records and license control Update regarding RFCs and Change Management Update the CMDB when physical items are periodically checked
Configuration Management (CM) is an Information Technology Infrastructure Library (ITIL) IT Service Management (ITSM) process. CM is used for which of the following?
To account for all IT assets To provide precise information support to other ITIL disciplines To verify configuration records and correct any exceptions
Which one of these statements best reflects the purpose of continual service improvement?
To improve the efficiency of services and service management processes
Which of the following activities of Capacity Management is defined as the process of making modifications so as to utilize the identified areas of the current infrastructure in a better way?
Tuning
Which of the following is a type of service?
Type 1: Internal Service Provider Type 2: Shared Service Provider Type 3: External Service Provider
Which of the following is a contract between an IT service provider and a third party?
Underpinning Contract (UC)
Which of the following are the primary elements that create value for customers?
Utility and Warranty
Which word will complete the following statement to provide the best description of how service operation supports the business? Service operation is the stage of the service lifecycle where the business sees the ___________ delivered by services.
Value
What are the elements of a service's business value from customers' perspective?
Warranty, Utility
Which of the following statements are true about a Change Proposal?
When a change proposal has been received it has to be classified. A change proposal will only be generated through a pre-defined procedure by a limited number of employees. The purpose of a change proposal is to communicate a proposed major change and assess its risk.
RACI-VS (VARISC)
based on the standard RACI, with two additional participation types: Verifier: Those who check whether the product meets the acceptance criteria set forth in the product description. Signatory: Those who approve the Verify decision and authorize the product hand-off. It seems to make sense that the Signatory should be the party with the Accountable for its successor.
Service management is
discovering a continual balance between utilization and delivery of services.
Access Management
grant authorized users the right to use a service while preventing access to non-authorized users.
RASCI (RASIC)
is an expanded version, based on the standard RACI, breaking the Responsible participation into: Responsible: Those who are responsible for the task, ensuring that it is done as per the Approver. Support: Resources allocated to Responsible. Unlike Consulted, who may provide input to the task, Support will assist in completing the task.
Patch management is
monitoring, obtaining, evaluating, testing, and deploying software patches and updates.
