C846 - Practice Tests 2
Which of the following is used to provide accurate and cost effective stewardship of IT assets and resources that are used in delivering IT Services?
Financial Management for IT Services
Which of the following is an annual financial plan that provides an estimate of projected expenditures of service management processes within the IT organization?
IT Budget
Which of the following is used to manage Contracts relating to an outsourced data center?
IT Facilities Management
Which of the following ITIL processes is responsible for annually allocating the costs of underpinning contracts?
IT Financial Management
As a strategic tool to evaluate the value of IT services, Financial Management pertains to which service provider types?
An internal service provider embedded inside a business unit. An internal service provider providing shared IT services. An external service provider.
Which of the following is a customer who works for the same business as the IT Service Provider?
An internal customer
To a business, customers and users are the entry point to the process model. How do they get involved in service support?
Asking for changes Needing communication, updates Having difficulties, queries Real process delivery
Which of the following is the period at which the availability and service continuity plans should be developed and reviewed?
At least annually
At which step in the normal change process would you expect to see a change schedule issued?
Authorize RFC
Change Management is used to ensure that all changes are assessed, approved, implemented, and reviewed in a controlled way. Which of the following are the key performance indicators for Change Management?
Average time taken between registering an RFC with Change Management until change clearance Number of changes that are reviewed by the Change Advisory Board
Which one of the following statements is correct?
Both warranty and utility are required to deliver value to customers.
Which of the following statements is correct?
Business continuity considerations should outline the focus for ITSCM where Business Continuity Management is established.
In which of the following ways does Service Desk support Service Level Management?
By informing users regarding the supported products and services for which they are entitled
Service Desk is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT employees, and to satisfy both customer and IT provider objectives. In which of the following ways does Service Desk support Configuration Management?
By verifying details of the caller and their IT resources while recording an incident
In which of the following areas are the definitive authorized versions of all media Configuration Items (CIs) stored and protected?
Definitive Media Library
Which of the following processes is used to list "Understanding Pattern of Business Activity" (PBA) as a major role?
Demand Management
What is the importance of event classification?
Event classification enables proper management of events by determining the appropriate response and ensuring there is a consistent approach to events detected by monitoring.
Event management is the process that monitors events in the infrastructure. Which one of the following statements reflects the standard approach to event management?
Events are normally monitored automatically based on conditions agreed by technical management, and a response is determined and carried out.
Who should have access to the security policy?
Everyone
Which one of these statements best reflects an objective of access management?
Execute the policies and actions defined in security and availability management.
Service Reporting produces agreed, timely, reliable, and accurate reports for the purpose of informed decision-making and effective communication. Which of the following statements are true about Service Reporting?
Service reports are provided at the agreed interval defined in the Service Level Agreement. Service Reporting meets the requirements of the internal management and the customer. The useful information included in service reports determines the success of all Service Management processes.
Financial management is a process in which stage of the service lifecycle?
Service strategy
In which one of the lifecycle stages will the conflict for operational resource allocation be discussed to plan for future resource utilization?
Service strategy
Which one of these statements represents the main objective of the incident management process?
Restore normal service as quickly as possible, minimizing the impact to the business.
A service provider guarantees for end-to-end network traffic performance to a customer. Which of the following types of agreement is this?
SLA
In which of the following documents will you see an outline of actual service achievements against targets?
SLA Monitoring Chart (SLAM)
The agreement between an IT service provider and their customers regarding the services provided is called what?
Service-level agreement
The process of control has a vital role in Information Security Management, as this is where Information Security is actually carried out. Which of the following is the process of security control?
Threat, Incident, Damage, Control
Which of the following is the primary objective of internal service providers?
To achieve functional excellence and cost-effectiveness for their business units
Accounting supports in validating expenditure on new and better services. Which of the following is the objective of accounting?
To monitor how money is spent by an IT organization.
Which of the following basic concepts are included in access management?
Verifying the identity of users requesting access to services Setting the rights or privileges of systems to allow access to authorized users
What values does service strategy provide to a business?
-Ensure that organizations can manage the costs and risks related with their service portfolios. -Identify and prioritize opportunities. -Set the principles for deploying service management policies and guidelines across the service lifecycle.
The Change Management can select the following options for releasing each change: Delta Release, Full Release, and Package Release. Which of the following statements are true about Delta Release?
-It is defined as a partial release that only includes changed hardware and software components. -This release often relates to any emergency fix or a temporary fix. -The test of all links with the rest of environment is not always possible.
What is the last step in the 7 Step Continual Service Improvement process?
1. Define what should be measured. 2. Define what can be measured 3. Gathering the data 4. Processing the data 5. Analyzing the data 6. Presenting and using the information 7. Implementing corrective action
Which of the following levels in Service Operation is used to register and organize received Incidents and carry out an urgent effort in order to restore a failed IT Service as quickly as possible?
1st Level Support
Which of the following is a variant with regard to configuration management?
A CI that has the same essential functionality as another CI but a bit different in some small manner.
Which one of these statements best describes the most commonly used deployment option for virus updates required by all users in the organization at the same time?
A big-bang automated push of the software update
The ITIL framework refers to a number of operational functions. What is meant by the term function?
A function is a unit of the organization specialized to deliver particular processes or activities.
A technical team leader uses a workaround to fix an incident type that has been seen before. This is an example of?
A known error
The Change Management can select following options for releasing any change: Delta Release, Full Release, and Package Release. Which of the following are the advantages of Full Release?
A number of changes can be implemented simultaneously. This approach can be used when it is not apparent what changes have been occurred. The preparation will be easier, since standard installation scripts can be used.
Problem management is an important process in the service operation lifecycle stage. How does the process define a problem?
A problem is the unknown, underlying cause of one or more incidents.
Which of these statements is/are correct?
A resource is a generic term used to describe IT infrastructure, people, money, or other items that make up a service. A capability is the ability of an organization, person, process, or IT service to carry out an activity.
Which of the following is someone with a vested interest in what IT has to offer?
A stakeholder
What is the definition of an Alert?
A warning that a threshold has been reached
How is the process of access management used in the service operation stage of the service lifecycle?
Access management is used to ensure the correct people are able to use the correct systems in the correct way.
An organization has a standardized Change Management plan that all project managers must adhere to. A project manager has worked with the Change Control Board in his organization to decide the activities of Change Management. Which of the following should be the activities of Change Management?
All changes are logged to Change Management in a standardized Request For Change (RFC) document. All the RFCs are sorted depending on category and priority. All changes are reviewed in CAB meetings.
In which type of measure will the capture of a comparison point be recorded?
Baseline
Which is the correct grouping of concepts and ITIL processes?
CMDB AND Configuration Management DSL AND Release Management MTBF(Mean Time between Failures) AND Availability Management SLA AND Service Level Management
Which of the following are the inputs for Change Management?
CMDB information RFCs Change planning
Continual Service Improvement (CSI) aligns and realigns IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. Which of the following CSI sub-processes is used to verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary?
CSI Monitoring
Which of these statements is/are correct about the purpose of continual service improvement?
CSI is concerned with maintaining services in line with business requirements.
What are the names by which the Service Desk function is known?
Call Center Service Desk Help Desk
Service Level Management ensures that there is no undue impact of other IT services on the present performance levels. Which of the following processes provides inputs to Service Level Management when a new service is planned?
Capacity Management
Which of the following documents is used to ensure that the service provider has, at all times, sufficient capacity so that the current and future needs of customers get fulfilled?
Capacity Plan
Which of the following options states the current business requirement, the expected future requirement, and the actions that will be taken to meet those requirements?
Capacity Plan
Which activity enhances customer satisfaction and increases user productivity?
Categorization
Which of the following is the consultative body that meets on regular basis in order to assess, prioritize, and plan changes?
Change Advisory Board
Service Transition contains detailed descriptions of which of the following processes?
Change Management, Service Asset and Configuration Management, and Release and Deployment Management
Which of the following provides details of affected configuration items and how they were affected by authorized changes?
Change record
Which of the following are the types of communication you possibly expect the functions within Service Operation to perform?
Communication involving Data Centre shifts Communication associated to changes Performance reporting Scheduled operational communication
Which of the following determines and understands the use of the IT infrastructure and components?
Component Capacity Management
Which of the following sub-processes of Capacity Management is used to manage, control, and predict the performance, utilization and capacity of IT resources and individual IT components?
Component Capacity Management
Which of the following can be helpful in determining the level of impact of a problem?
Configuration Management System
Status accounting is the activity of Configuration Management. Which of the following information is provided by Configuration Management?
Configuration baselines Latest software item versions Problem history
Which of the following are the quality management principles of competence, awareness, and training?
Continual Improvement Leadership Involvement of People
Considering what to measure along with why it is being measured are the core contributors to which part of Service Lifecycle?
Continual Service Improvement
Which of the following parts of the Service Lifecycle is looking for the ways to improve process efficiency and cost effectiveness?
Continual Service Improvement
Which of the following provides guidance on the maintenance of value creation and continual alignment to changing business needs
Continual Service Improvement
You are the project manager of a large construction project. For this project, you are working with several vendors to complete different phases of the construction. Your client has asked you to arrange some of the materials that a vendor is required in the project. According to the change management plan, what subsystem will be needed to manage this change request?
Contract
The Capacity Management process is defined as the focal point for all the performance and capacity issues to attain ISO/IEC 20000. The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. Which of the following are the activities of Capacity Management?
Demand Management Capacity Planning Application Sizing
Match activities with the Deming Cycle stages.
Deming Cycle stages. Plan. Plan for Improvement Do. Implement Initiatives Check. Monitor, Measure, and Review Act. Continual Improvement
nWhich activity is performed first after acceptance of a Request for Change?
Determining the urgency of the Change
Which of the following are the costs of implementing Service Level Management?
Documentation costs Costs of accommodation, hardware, and software Personnel costs
You work as a Project Manager for uCertify Inc. You have a project named NHH for your company and you have completed the risk analysis processes for the risk events. You and the project team have created risk responses for most of the identified project risks. Now, you need to assign risk owners to the events. Which of the following risk events should have risk response owners?
Each agreed-to and funded risk response should have a risk response owner
The release and deployment process covers a concept called early-life support. What is meant by early-life support?
Early-life support refers to the handoff between service transition and service operation, ensuring support for the new or changed service in the initial stages of operation.
Which of the following groups reviews changes that must be installed faster than the normal Change process?
Emergency Change Advisory Board (ECAB)
Which of the following change models is used for highly critical changes and prevents the occurrence of widespread service failure?
Emergency change model
What is one of the key objectives of release and deployment management?
Ensure there is minimal unpredicted impact on production services, operations, and support services
In a report, a consultant has made three proposals to you, which are as follows:
Ensuring that the agreed IT services are delivered when and where they are supposed to be. Liaising with Availability Management, Capacity Management, Incident Management, and Problem Management to ensure that the required levels and quality of service are achieved within the resources agreed with the Financial Management. Producing and maintaining a Service Catalog (a list of standard IT service options and agreements made available to customers). Ensuring that appropriate IT Service Continuity plans have been made to support the business and its continuity requirements.
Which of the following is the first activity when establishing the Release Management process?
Establishing the release policy
Service Reporting produces agreed, timely, reliable, and accurate reports for the purpose of informed decision-making and effective communication. Which of the following statements are true about Service Reporting?
Full Release Package Release Delta Release
The Change Management can select the following options for releasing any change: Delta Release, Full Release, and Package Release. Which of the following statements are true about Change Management?
Full Release is used particularly when it is not apparent what has been changed. Package Release can resolve minor software errors as well as incorporate new functions. Package Release minimizes disruptions in the IT environment.
Which of the following is concerned with fairness and transparency?
Governance
The Service Support component of ITIL is used to deal with the day-to-day support and maintenance processes of Problem Management, Incident Management, Configuration Management, Change Management, and Release Management plus the Service Desk function. Which of the following is not a type of Service Desk structure?
Help Service Desk
Which of the following roles is used to ensure that the confidentiality, integrity, and availability of the services are maintained to the levels approved on the Service Level Agreement (SLA)?
IT security manager
Which of the following offer integration opportunities linking with the CMS, system, application management tools, service dashboard, and reporting tools?
IT service management systems
Which of the following sub-processes of IT Service Continuity Management is used to make sure that all members of IT staff with responsibilities for fighting disasters are aware of their exact duties?
ITSCM Support
The objective of Service Level Management is to define, agree, record, and manage levels of service. Which of the following are the benefits of Service Level Management?
Improved customer relationships and customer satisfaction is achieved. Measurement of service performance is possible. IT services are designed in order to meet the expectations, which are specified in the Service Level Requirements.
Which process facilitates Problem Management to share categorization as well as impact coding systems?
Incident Management
Which of the following is the budgeting method that involves the determination of new budget on the basis of last year's figure?
Incremental budgeting
IT Service Continuity Management (ITSCM) ensures that the recovery of required IT infrastructure and the IT service provision within required and agreed business time scales occurs. Which of the following are the stages of IT Service Continuity Management?
Initiation Implementation Operational Management Requirements and Strategy
Which of the following information is contained within the CSI Register (SIP)?
Initiative owner Approval from senior management Person in-charge of the process (Process Owner) or service (Service Owner)
The Configuration Management Database (CMDB) includes a set of one or more related databases and information sources that provide information about a logical model of the IT infrastructure. Which of the following is the feature of the Configuration Management Database?
It contains Configuration Items (CIs) and describes the relationship that exist between the Configuration Items.
Which is the best description of a relationship in Service Asset and Configuration Management?
It describes how the CIs work collectively to deliver the services.
Which of the following is the feature of Resource Capacity Management?
It determines and understands the use of IT infrastructure and components.
Which of the following are the requirements of Business Relationship Management?
It ensures that the customer satisfaction is measured and managed. It makes sure that complaints are handled effectively. It ensures that there is an effective management of the contract or a similar formal documented agreement.
Which of the following is the objective of planning and implementing new or changed services?
It ensures that the delivery of new services and changes to services will be at the agreed cost and maintained service quality.
Which of the following statements are true about Six Sigma?
It has a formal approach to assess the processes that are important for the business. It is a statistical measure of variations and a methodology used for improving processes.
Which of the following key processes of Capacity Management optimizes the use of resource via monitoring and data collection/storage?
Performance Management
Which of the following information are included in the Configuration Management Database?
It includes details of the physical location of hardware covered by the release. It includes hardware and software Configuration Items on which release has an impact. It covers contents of planned release that include hardware and software Configuration Items with reference to the original RFC.
Which of the following statements is the best description of an Operational Level Agreement (OLA)?
It is an agreement between the service provider and another part of the same organization.
Which of the following statements best describes the role of Service Desk?
It is the Single point of contact for the users.
Release Management is used to implement a group of related and compatible Configuration Items into a batch, which is called a release. Which of the following statements is true about Release Management?
It is used for delivering, distributing, and tracking one or more changes in a release into the live environment.
Which of the following is the objective of Budgeting and Accounting for IT Services?
It is used to budget and account for the cost of service provision.
The performance and peak loads are needed to be understood to ensure that the appropriate services are made and delivered. Which of the following are the features of Service Capacity Management?
It makes baselines and useful profiles for all services and correlates with service level management in terms of the definition and negotiation of service agreements. It determines and understands the use of IT services.
The Service Desk deals with the day-to-day issues of the customer, end-user calls, and related service issues. Which of the following are the activities of the Service Desk?
It manages and coordinates the Incident lifecycle. It serves as an interface for various ITIL processes. It serves as a single point of contact for the issues related to the IT Service.
Which of the following is the objective of Information Security Management?
It manages information security effectively within all service providers.
Budgets are used to specify the financial plans for the objectives during the period that the budget covers. Which of the following is the objective of budgeting?
It plans and controls the activities of an organization.
Which of the following are the advantages of Deming Cycle?
It provides continuous improvement. It is a problem solving process. It process trials. It is used for human resources development. It is used for quality control.
The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information. Which of the following are the benefits of Configuration Management?
It provides data relevant to incident and problem trends for Problem Management. It facilitates the visibility of software changes. It supports the organization in reducing the use of unauthorized software.
Which of the following is a benefit of using an incident model?
It provides predefined steps for handling common types of incidents.
nThe objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity, so that the current and the future needs of the customer get fulfilled. Which of the following should be the requirements of Capacity Management?
It should directly support the growth of new and changed services. Its capacity plan should be created at least annually.
Service Continuity and Availability Management ensures that agreed service continuity and availability commitments to customers are fulfilled in all the situations. Which of the following are the responsibilities of Service Continuity and Availability Management?
It should include risk assessment in its Service Continuity Strategy and define general approach to meet service continuity obligations. It should identify its requirements on the basis of the priorities of customer's business, service level agreements, and assessed risks. It should make sure that there is an availability of all the components of the service.
Which of the following are the responsibilities of Budgeting and Accounting?
It should meet all its objectives defined in the policy that exist on the financial management of services. It should plan for the management of shortfalls, where budgetary requirements exceed available funds. Its accounting practices used should be aligned to the wider accountancy practices of the whole service provider's organization.
An important focus for the service lifecycle is the capture and management of knowledge relating to IT service provision. How does the process of knowledge management work in the service lifecycle?
Knowledge management is used across the whole service lifecycle to ensure that appropriate knowledge is delivered to enable informed decision making.
Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). What are the responsibilities of Service Level Management?
Liaising with Availability Management Producing and maintaining a Service Catalog Ensuring that appropriate IT Service Continuity plans have been made Ensuring that the agreed IT services are delivered
Availability Management allows organizations to sustain the IT service availability to support the business at a justifiable cost. Which of the following is an element of Availability Management?
Maintainability Resilience Reliability Security
The Release categories consist of the new or changed software and/or hardware required to implement approved changes. Which of the following are the Release categories?
Major software Emergency software Minor software
Which of the following are the activities of the service provider?
Makes sure that all actions that were approved are delivered and attained their required objectives Defines targets for improving the quality, costs, and resource utilization Considers inputs that are relevant for improving all the service management processes
Which of the following activities of Configuration Management is used for defining the strategy, policy, scope, objectives, processes, and procedures?
Management and Planning
The ISO/IEC 20000 management 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. Which of the following are the components of management that are used in the implementation of ISO/IEC 20000?
Management responsibility Documentation requirements Competence, awareness, and training
Which of the following should the DML contain?
Master copies of all software and license documentation
Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure. Which levels are related to releasing hardware or software into an IT infrastructure?
Minor Emergency Major
Which of the following activities of Capacity Management is a proactive activity that is used to forecast the behavior of the infrastructure, and recognizes areas that could be better utilized?
Modeling
You are the project manager for BBT project. You are in a process of risk identification. You called your concerned team members in the meeting room and asked each of them to write down the risks, they think, the project faces. They are instructed to use Sticky-backed notes using one paper for each risk. You stick all such paper received up to a whiteboard. You ask the team members to review all the risks posted on the board, rank them, and prioritize them. Which of the following techniques have you used to identify risks in the project?
Nominal Group
IT Service Continuity Management (ITSCM) works with BCM and Service Level Management (SLM) for the purpose of determining potential issues and recovery requirements via Business Impact Analysis. Which of the following are the costs that are associated with IT Service Continuity Management?
Ongoing operational cost of ITSCM that occurs during testing, auditing, and updating the plan Costs that occur during the introduction of risk management Continuing costs that occur during the recovery arrangement
Which of the following represents the best course of action to take when a more appropriate incident workaround is found during investigation and diagnosis of a problem?
Open a known error record, document the workaround within it, and link to the associated problem and incident records.
What is the name given to the document which defines the responsibilities between internal functional areas with respect to supporting in the provision of an IT Service to the Customers?
Operational Level Agreement
Which of the following help the IT Service Provider to understand and plan for different levels of business activity?
Patterns of business activity
Which of the following is the correct list of the four key elements of the service design?
People, Processes, Products, and Partners
The scope of Problem Management covers Proactive Problem Management. Proactive Problem Management includes all the activities that supports in identifying and resolving problems before incidents come up. Which of the following are the activities of Proactive Problem management?
Performing a Trend Analysis Targeting Preventative Action
Do, Check, and Act are three of the stages of Deming Cycle. Which is the fourth?
Plan
Which part of Deming Cycle holds the core activity named "Undertaking a gap analysis" that is used to improve services and service management processes?
Plan
Which of the following are the elements of the Information Security Management System framework?
Plan Control Evaluation Implement
Which step shows the correct order for the Deming cycle?
Plan-Do-Check-Act
The Plan-Do-Check-Act methodology is defined as an iterative four-step problem solving process that is used for quality control, such as that provided by the ISO/IEC 20000 standard. Which of the following terms of the Plan-Do-Check-Act methodology describes the objectives and processes required to deliver results according to the customer requirements and the organization's policies?
Plan. Plan: It describes the objectives and processes required to deliver results according to the customer requirements and the organization's policies. Do: It is used to implement the processes. Check: It is used to monitor and measure the processes and the services against policies, objectives, and requirements. It also reports the results. Act: It is used to continually improve the process performance by taking actions.
Problem Management reduces the adverse impact of incidents and problems on the business that occur due to errors in the IT infrastructure. Which of the following are the sub-processes in Problem Management?
Proactive Reactive
Which of the following is used to reduce the number of incidents that disturb the conduct of business?
Problem Management
Which of the following processes is responsible for removing recurring incidents and reducing the impact of incidents that is impossible to prevent?
Problem Management
Which of the following reduces the adverse impact of incidents and problems on the business that occur due to errors in the IT infrastructure?
Problem Management
Information Security Management has the objective to manage information security effectively within all service providers. Which of the following perspectives are considered by Information Security Management to ensure the confidentiality, integrity, and availability of an organization's assets, information, data, and IT services?
Procedural Organizational Technical
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Process Owner
Which one of these statements best defines access management?
Process of granting authorized users the right to use a service, while preventing access to nonauthorized users
Who's responsible for defining key performance indicators (KPIs)?
Process owner
Processes provide transformation towards a goal. They make use of feedback for self-reinforcing and self-counteractive action to function as closed-loop systems. Which of the following are the characteristics of processes?
Processes are measurable Processes have specific results Processes have customers Processes respond to specific events
Which of the following are the objectives of service portfolio management?
Provides control over which services are offered, to whom, with what level of investment, and under what conditions Maintains the definitive managed portfolio of services provided by the service provider Provides a process that allows an organization to manage its overall service provision
Which of the following are the Critical Success Factors for Configuration Management?
Provides economic service provision Provides support in the delivery of quality IT services Supports in IT asset's control
The Service Level Management process manages the services depending on the tangible records of services, service level targets, and the characteristics of the workload. Which of the following are the responsibilities of the Service Level Manager?
Provides the update of the existing Service Creates and provides the update of the service catalog. Defines the Service Level Agreement structure.
Which of the following is the most constructive model to define an organizational structure?
RACI Model
The Change Advisory Board (CAB) is the consultative body that meets on regular basis in order to assess, prioritize, and plan changes. What are the fixed items on the agenda of the CAB meeting?
RFC's that are required to be accessed by the CAB's members Authorized changes that are not presented to the CAB Unauthorized changes
Which of the following are the most commonly used terms when discussing service improvement outcomes?
ROI Benefits Improvement VOI (Value On Investment)
You have just completed scope verification for your project. This process creates three deliverables for the organization. Which one of the following is an output of the scope verification process?
Recommended corrective actions Requested changes Accepted deliverables
Which of the following stages are included in the Incident cycle?
Recovery Damage Threat
Which of the following is created mainly by Availability and IT Service Continuity Management?
Recovery Plan
Capacity Management provides the required IT resources consistently at the right time and at the right cost according to present and future needs of the business. Which of the following are the benefits of Capacity Management?
Reduced risks related with existing services as the resources are managed effectively, and the equipment performance is monitored continuously. Greater efficiency is provided as demand and supply are balanced at an early stage. More reliable forecasts provide earlier and more accurate response to the requests made by the customer.
Which of the following are difficulties that might be faced while implementing a Configuration Management Database (CMDB)?
Relaxed procurement guidelines leading to unrecorded Purchases Processes and procedures are analyzed as being too ritual Unwillingness to accept new procedures from support staff Management commitment and funding
Software is scanned for viruses before it goes into the Definitive Media Library (DML). Which of the following ITIL processes is accountable for ensuring that only virus-free software is placed into the DML?
Release Management
Which is the correct order and detail for the phases of the release and deployment process?
Release and deployment planning, release build and test, deployment, review, and close
Resilience: A measure of freedom from operational failure and a method of keeping services reliable. One popular method of resilience is redundancy. Security: A service may have associated data. Security refers to the confidentiality, integrity, and availability of that data. Availability gives us the clear overview of the end to end availability of the system. Recoverability: The time it should take to restore a component back to its operational state after a failure.
Reliability: How reliable is the service? Ability of an IT component to perform at an agreed level at described conditions. Maintainability: The ability of an IT component to remain in, or be restored to an operational state. Serviceability: The ability of an external supplier to maintain the availability of a component or a function under a third party contract.
Information Security management is a process of defining the security controls in order to protect information assets. The first action of a management program to implement information security is to have a security program in place. What are the objectives of a security program?
Security education Security organization Information classification
What is defined as "delivering value to customers by facilitating outcomes customers want to achieve without the specific ownership of costs and risks"?
Service
Which of the following are Service Level Agreement (SLA) structures as defined by ITIL?
Service Based Multi-Level Customer Based
What is the key output handed over to Service Transition within Service Design?
Service Design Package
Incident Management (IcM) refers to the activities of an organization to identify, analyze, and correct hazards. Who is responsible for tracking and monitoring an incident?
Service Desk
Which of the following does not represent a stage in the Service Lifecycle?
Service Implementation
Which larger entity holds Configuration Management Database and Configuration Management System as its elements?
Service Knowledge Management System
Where would you expect incident resolution targets to be documented?
Service Level Agreement
Which of the following manages the services depending on tangible records of services, service level targets, and the characteristics of the workload?
Service Level Management
Which of the following processes support in achieving a balance between service cost, quality, and workloads?
Service Level Management
nWhich of the following processes is responsible for discussing reports with customers showing whether services have met their targets?
Service Level Management
Which role is most expected to be involved in the management of Underpinning Contracts?
Service Level Manager Supplier Manager
Which of the following roles in Service Design is responsible for delivering a particular service within the agreed service levels and also acts as the counterpart of the Service Level Manager when negotiating OLAs?
Service Owner
Which of the following roles is responsible for a specific service within an organization?
Service Owner
Which process of the Service Strategy is used to decide on a strategy to serve customers, and to develop the service provider's offerings and capabilities?
Service Portfolio Management
Which part of Service Lifecycle holds the principal consideration of business outcomes and value creation?
Service Strategy
Which of the following sub-processes of Service Portfolio Management is used to define the overall goals that the service provider should pursue in its development?
Service Strategy Definition
What are the basic components of availability?
Service availability and component availability
What service management output might the service level manager use to help determine the best structure of service-level agreements for the organization?
Service catalog
Which of the following are the information required to define Service Level Requirements?
Service continuity requirements Times and days on which service should be present IT functions that are required to deliver the service
Which of the following outsourcings defines the performance objectives reached by negotiation between the user and the provider of a service, or between an outsourcer and an organization?
Service level agreement
What values does Service Design provide to the business?
Simpler implementation of new/modified services Improved consistency of the service More simplified decision-making Improved synchronization of services with the requirements of the business
With which of the following activities are the Service Improvement Plan (SIP) costs associated?
Staff resources trained in the right skill sets to support ITSM processes. -Tools for monitoring, gathering, processing, analyzing, and presenting data -Constant internal assessments studies -Service improvements either to services or service management process -Training and development on CSI activities
Which type of improvement should be accomplished by using Deming Cycle?
Steady, ongoing improvement
ITIL describes four types of supplier:
Strategic: Partnering relationships, sharing confidential information to facilitate long-term plans Tactical: Those involving significant commercial activity (for example, server hardware maintenance organization) Operational: Suppliers of operational products or services Commodity: Providers of standard or low-value products and services (for example, paper or toner suppliers)
Which of the following processes is responsible for managing relationships with vendors?
Supplier Management
Which of the following processes reviews Underpinning Contracts on a regular basis?
Supplier Management and Service Level Management
The objective of Problem Management is to reduce disruption to the business by proactive identification and analysis of the reason of incidents. It is used for handling the problems to closure. Which of the following are the inputs to the Problem Management?
Supplier details regarding the products that are used in the infrastructure Incident details Configuration details
Which of the following processes ensures that the vendors provide value for money?
Supplier management
Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure. Which of the following is not a type of Release unit?
Surviving Change Release
A Configuration item (CI) is an IT asset or a combination of IT assets that may depend and have relationships with other IT processes. Which of the following are the attributes of the Configuration Item (CI)?
Technical Relationship Ownership
Change Management is used to ensure that standardized methods and procedures are used for efficient handling of all changes. Who decides the category of a change?
The Change Manager
uCertify.com plans on implementing a new Network Operating System (NOS). However, before the actual implementation is carried out, the approach for achieving the implementation is conversed. Under whose management should this conversation be held?
The Change Manager
Which of the following roles in service transition is used to maintain a logical model, containing the components of the IT infrastructure (CIs) and their associations?
The Configuration Manager
Which of these statements about the Deming cycle is correct?
The Deming cycle is an iterative approach.
Which of the following roles in service design defines a blueprint for the future development of the technological landscape?
The IT Architect
Which of the following roles in Service Operation is used to perform the day-to-day operational activities?
The IT Operator
Some truths
The IT department should devise a recovery plan for a disaster. Continuity planning requires an understanding of the key business processes. Planning for a number of different disaster scenarios that could affect IT services is essential.
Which of the following roles in Service Operation is responsible for the effective implementation of the process and carries out the respective reporting method?
The Incident Manager
Which of the following roles ensures that appropriate monitoring and reporting is taking place to enable an accurate view of the level of service being delivered?
The Service Owner
Which of the following best describes the purpose of event management?
The ability to detect events, makes sense of them, and determines the appropriate control action
Question 15 :Which of the following should be considered when drawing up a capacity plan? The business plan to streamline its operations The possibility of moving a business operation such as a call center overseas New advances in technology Plans to restructure the IT department
The business plan to streamline its operations The possibility of moving a business operation such as a call center overseas New advances in technology
Which of these statements are correct?
The definitive media library may partially be a physical store. The definitive media library may partially be an electronic store. The definitive media library may contain documentation relating to software licenses
Which of the following defines the term "Detail Level" in the context of Configuration Management Database (CMDB)?
The depth of the database structure
Which of the following is not one of the five aspects of Service Design?
The design of market places.
Which of the following are the Key Performance Indicators of the service level management process?
The issues in the service provision recognized and covered in an improvement plan The service elements covered in the Service Level Agreements The services or Service Level Agreements reviewed on regular basis
Which one of these statements is correct?
The level of authorization should be judged by the type, size, or risk of the change, as agreed on to meet the requirements of the organization.
Which of the following are the activities that are included in Risk Assessment?
The occurrence of likelihood of threats from internal and external sources is considered. Information is gathered on assets.
Continual Service Improvement (CSI) provides practical supervision for which of the following?
The overall health of ITSM as a discipline. The development of the enabling IT processes required supporting business process in a Continual Service Lifecycle model. The continual alignment of the portfolio of IT services with the current and future business requirements.
Which one of these statements best reflects the purpose of knowledge management?
The purpose of knowledge management is to ensure that perspectives, ideas, experience, and information are shared in order to enable informed decision making.
Which one of these statements best describes the relationship between the change management process and the release and deployment management process?
The release and deployment management process carries out the delivery of a change into live operation, which has been approved through the change management process.
The knowledge management process maintains and updates a tool used for knowledge management. What is this system called?
The service knowledge management system
How is the seven-step improvement process in the continual service improvement lifecycle stage used?
The seven-step improvement process is used to gather, analyze, and present data to assist in decision making.
Release Management is used for implementing the group of related and compatible Configuration Items into a batch, known as a release. Which of the following are the benefits of Release Management?
There is reduced risk of errors in software and hardware combinations. The involvement of users in the testing of a release is increased. The business manages its software investments carefully.
Resources and capabilities enable the process but do not control it
They define process strategy, policy, and standards; assist with process design; ensure process documentation exists; and audit the process for efficiency and effectiveness.
The management reports are used to control or manage internal processes. Which of the following are the features of the management reports?
They monitor customer satisfaction. They monitor progress of improvement. They provide information about the number of SLAs concluded.
Which of the following are the objectives of service level management (SLM)?
To negotiate SLAs with the customers and to design services in accordance with the agreed service level targets Defining, documenting, and agreeing the level of IT Services to be provided Monitoring, measuring, and reporting the actual level of services provided Monitoring and improving customer satisfaction
The ISO/IEC 20000-1 standard is a service management system (SMS) standard. Which of the following requirements are specified for the service provider in order to plan, establish, implement, operate, monitor, review, maintain, and improve an SMS?
Transition Delivery Design
The service transition stage of the service lifecycle has a number of different processes. Which of these is the process most concerned with the management of the whole approach to service transition?
Transition planning and support
What is the correct sequence of items for the basic process flow?
Trigger, input, activity, output, feedback
Service Level Management defines, agrees, records, and manages levels of service. Which of the following are designed and maintained by Service Level Management?
Underpinning Contracts Operational Level Agreements Service Level Agreements
There are four commonly used terms when discussing service improvement outcomes, what are those?
Value on Investment Return on Investment Benefits Improvements
There can be either customer-based SLA or service-based SLA. In which of the following conditions is the customer-based SLA used?
When individual customers hold different needs and requirements
Which of the following key processes of Capacity Management includes workload profiling, modeling, application sizing, and forecasting that facilitates linkage between business metrics and IT requirements?
Workload Analysis
Which of the following budgeting methods takes no reference of the previous level of expenditure and begins with a blank piece of paper?
Zero-Base budgeting
Complete the sentence. Service design ensures that each service is a __________ interaction of people, processes, products, and partners.
balanced
Identify the correct word to complete the statement: An/A __________ is a change of state that has significance for the management of a configuration item.
event
Capacity Management
forecasts when and where the capacity needs to be increased or decreased. It documents the actual performance and the expected requirements. It should be created at least annually.
All IT service continuity plans must include how to __________ the plan in an emergency situation.
invoke
Complete the statement about continual service improvement: One of the key concepts for improvement is ensuring that service quality is constantly ___________ so that performance is monitored and enhanced if required.
measured
ITIL
provides guidance that supports problem solving, controlling costs, and risks and improvement.
Service level management acts as
the representative of the IT department for the business.
