C846 Chapter 9 Questions
Q: Which of the following information are included in the Configuration Management Database? Each correct answer represents a complete solution. Choose all that apply. A It covers the two aspects of service catalog. B It covers contents of planned release that include hardware and software Configuration Items with reference to the original RFC. C It includes hardware and software Configuration Items on which release has an impact. D It includes details of the physical location of hardware covered by the release.
B C D Explanation: Answer options B, C, and D are correct. The following information is included in the Configuration Management Database: It covers contents of planned release that include hardware and software Configuration Items with reference to the original RFC. It includes hardware and software Configuration Items on which release has an impact. It includes details of the physical location of hardware covered by the release. Answer option A is incorrect. It does not covers the two aspects of service catalog.
Q: Which of the following activities of Configuration Management defines the location of storage areas and libraries that contain hardware, software, and documentation? A Status Accounting B Control C Management & Planning D Reporting
C
Q: The release and deployment process covers a concept called early-life support. What is meant by early-life support? A Early-life support refers to the step in the release and deployment process where the project team delivers the documentation of the infrastructure to the service management team. B Early-life support refers to the introduction of new processes into the operational environment, using service transition processes to ensure a complete integration of the new processes. C 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. D Early-life support refers to the end of the project lifecycle and the management of the post-implementation project review.
C Explanation: Answer option C is correct. Early-life support is the handoff that takes place between service transition and service operation, during the deployment phase of release and deployment. It ensures the support of the deployment and development teams is still available as the new or changed service is introduced to the live environment. More information on release and deployment can be found in Lesson 9.
Q: Which of the following should the DML contain? A The version information of all software B The organizational structure of the company C Master copies of all software and license documentation D Details of all operational services
C Explanation: Answer option C is correct. The Definitive Media Library (DML) is a secure store that contains the definitive and authorized versions of all software configuration items. It may also contain associated configuration items such as licenses and documentation.
Q: Which of the following includes details of the physical location of hardware covered by the release? A Underpinning Contract (UC) B Operational Level Agreement (OLA) C Supplier and Contract Database (SCD) D Configuration Management Database (CMDB)
D Explanation: Answer option D is correct. 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. It contains Configuration Items (CIs) and describes the relationship that exists between Configuration Items. It includes details of the physical location of hardware covered by the release. Answer option B is incorrect. An Operational Level Agreement (OLA) defines the interdependent relationships among the internal support groups of an organization working to support a Service Level Agreement. The agreement describes the responsibilities of each internal support group toward other support groups, including the process and time frame for delivery of their services. The objective of the OLA is to present a clear, concise, and measurable description of the service provider's internal support relationships. OLA is sometimes expanded to other phrases but they all have the same meaning: Organizational Level Agreement Operating Level Agreement Operations Level Agreement Answer option A is incorrect. An Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides services that are used in the delivery of a service to a customer. The Underpinning Contract specifies targets and responsibilities that are needed to meet agreed Service Level targets in an SLA. Answer option C is incorrect. A Supplier and Contract Database (SCD) is a database or structured document that is used to manage supplier contracts throughout their lifecycle. It includes key attributes of all contracts and suppliers. It should be part of the Service Knowledge Management System. Lesson: Service Transition Processes
Q: Which of the following is the first activity when establishing the Release Management process? A Conducting release planning B Communication and training C Designing and building D Establishing the release policy
D Explanation: Answer option D is correct. Establishing the release policy of the process is the first activity when establishing the process. Answer option A is incorrect. The planning of releases is an activity that is being done after the process is implemented and is operational. Answer option B is incorrect. Communication and training is being done while implementing the process. Answer option C is incorrect. Designing and building a release is being done after the process is implemented and is operational.
Q: Which one of these statements best describes the relationship between the change management process and the release and deployment management process? A There is no relationship between the processes. B The change management process uses the release and deployment process to ensure that the configuration management system is updated correctly in a timely manner. C The change management process is entirely dependent on the release and deployment process for the authorization of changes. D 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.
D Explanation: Answer option D is correct. Option D correctly describes the relationship between the two processes; no change can be released without the prior agreement of change management.
Q: Which is the best description of a relationship in Service Asset and Configuration Management? A It defines how version numbers should be used in a release. B It describes the topography of hardware. C It defines which software should be installed on a specific hardware component. D It describes how the CIs work collectively to deliver the services.
D Explanation: Answer option D is correct. Service Asset and Configuration Management is used to maintain information about Configuration Items (CI) required to deliver an IT service, including their relationships. It is part of Service Transition and the owner of Service Asset and Configuration Management is the Configuration Manager. Activities and process objectives of the Service Asset and Configuration Management process are broadly identical in ITIL V3 and V2. ITIL V3 introduces the "Configuration Management System (CMS)" as a logical data model, encompassing several Configuration Management Databases (CMDB). The sub-processes of Service Asset and Configuration Management are as follows: Configuration Management Support Configuration Verification and Audit
Q: Which one of these statements best describes the service knowledge management system? A A set of tools and databases used to manage knowledge and information B A database of the service management structure C An information logging system for service management failures D A database of known issues for the support of service management issues
A Explanation: Answer option A is correct. Option A is the definition of the SKMS in the official ITIL glossary. It includes the CMS, as well as other databases and information systems, and tools for collecting, storing, managing, updating, analyzing, and presenting all the knowledge, information, and data that an IT service provider will need to manage the full lifecycle of IT services.
Q: Which of these statements about asset management and configuration management is not true? A Configuration management information is held in a database called the configuration repository. B Asset management is concerned only with purchased items, such as hardware and software. C Asset management considers the value of items, and configuration management considers the interdependencies between items. D Configuration management may include locations and documents.
A Explanation: Answer option A is correct. Configuration management information is held in a configuration management system (CMS), which may contain a number of federated configuration management databases (CMDBs). More information regarding this can be found in Lesson 9.
Q: What are the attributes of a configuration item? A A statement of the benefit of the configuration item B A description of the characteristics of a configuration item C A definition of the financial status of a configuration item D A definition of a configuration item
B Explanation: Answer option B is correct. An attribute is defined as a piece of information about a configuration item. Examples are name, location, version number, and cost. Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as a part of a configuration management system (CMS).
Q: 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? A It is used for delivering, distributing, and tracking one or more changes in a release into the live environment. B It is used to manage information security effectively among all service providers. C It is the focal point for all performance and capacity issues. D It manages the services depending on tangible records of services, service level targets, and the characteristics of the workload.
A Explanation: Answer option A is correct. Release Management is used for delivering, distributing, and tracking one or more changes in a release into the live environment. It is used to implement a group of related and compatible Configuration Items into a batch, which is called a release. Change Management 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. Answer option D is incorrect. Service Level Management is used to define, agree, record, and manage levels of service. Service Level Management manages the services depending on tangible records of services, service level targets, and the characteristics of the workload. This process supports in achieving a balance between service cost, quality, and workloads. Answer option C is incorrect. Capacity Management ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. The Capacity Management process is the focal point for all performance and capacity issues. Answer option B is incorrect. Information Security Management is used to manage information security effectively among all service providers. Information Security is a system of policies and procedures. It is designed to recognize, control, and protect information and any equipment that is used in connection with its storage, transmission, and processing.
Q: Which larger entity holds Configuration Management Database and Configuration Management System as its elements? A Service Knowledge Management System B Known Error Database C Information Management D Information System Governance
A Explanation: Answer option A is correct. Service Knowledge Management System holds Configuration Management Database and Configuration Management System as its elements. Service Knowledge Management System is the essential repository of an IT organization's data, information, and knowledge. It extends the perception of an infrastructure-focused Configuration Management System to incorporate additional information on services, capabilities, and initiatives.
Q: What is one of the key objectives of release and deployment management? A Ensure there is minimal unpredicted impact on production services, operations, and support services B Ensure that all changes are approved according to the agreed-on process C Reduce the number of changes approved over a given period D Ensure that business impact is fully assessed prior to approving a change
A Explanation: Answer option A is correct. The one of the key objectives of release and deployment management is to ensure that there is minimal unpredicted impact on production services, operations, and support services. Release and deployment becomes involved after authorization, and its primary concern is to deploy the change without adversely affecting other services. The other answers all refer to change approval, which is a part of change management.
Q: 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? Each correct answer represents a complete solution. Choose all that apply. A It reports for all the IT assets and configurations within the organization and its services. B It is used for verifying the configuration records against the infrastructure and for correcting any exception. C It executes a cost-benefit analysis of all costs related to prevention. D It is used for providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management.
A B D Explanation: Answer options A, D, and B are correct. The goals of Configuration Management are as follows: It reports for all the IT assets and configurations within the organization and its services. It supports all the other Service Management processes by providing accurate information on configuration and their documentation. It is used for providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management. It is used for verifying the configuration records against the infrastructure and for correcting any exception. Answer option C is incorrect. Proactive Problem Management executes a cost-benefit analysis of all costs related to prevention.
Q: 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? Each correct answer represents a complete solution. Choose all that apply. A It facilitates the visibility of software changes. B It supports the organization in reducing the use of unauthorized software. C It deals with the day-to-day availability of services. D It provides data relevant to incident and problem trends for Problem Management.
A B D Explanation: Answer options B, A, and D are correct. The following are the benefits of Configuration Management: It supports all the other Service Management processes by providing accurate information on configuration and their documentation. It provides control of valuable Configuration Items. The Configuration Management Database and Definitive Software Library (DSL) identify the required CIs and facilitate the restoration of IT services in the event of a disaster. It facilitates the visibility of software changes. It provides data relevant to incident and problem trends for Problem Management. It supports the organization in reducing the use of unauthorized software. Answer option C is incorrect. Availability Management deals with the day-to-day availability of services.
Q: 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? Each correct answer represents a complete solution. Choose all that apply. A Release policy and planning B Design, building, and configuration C Status Accounting D Communication, preparation, and training
A B D Explanation: Answer options B, A, and D are correct. The objective of Release Management is to deliver, distribute, and track changes in a release into the live environment. Release Management implements the group of related and compatible Configuration Items into a batch, known as a release. The activities of Release Management are as follows: Release policy and planning: Release policy is developed by the Release Manager for each system. Release policy defines when and how releases are configured. Major releases are planned at the initial stage with the release identification or version number, so that any change can be considered at right time. Design, building, and configuration: The standard procedure is developed for designing, building, and configuring releases. The installation instructions and instructions for configuring releases are also referred to as CI's under the control of Change Management and Configuration Management. The software and hardware components of a release are carefully configured and recorded so that they can be reproducible. Operating instructions make sure that there is always a combination of same set of components. Standardized hardware that is used for compiling or creating images is often reserved. Testing and release acceptance: In order to avoid inadequate testing that leads to unsatisfactory changes and releases, before implementation, the release should have a functional test by representatives of the users and an operational test by IT management personnel. They will consider the technical operation, functions, operational aspect, performance, and integration with the rest of the infrastructure. The test should also include the installation script, back-out procedures, and any change to the management procedures. Rollout planning: The release plan drawn up during the preceding stages is now provided with information for the exact implementation activities. Communication, preparation, and training: The plans and their effect on routine activities should be understood by personnel who communicate with customers, operational personnel, and representatives of the user organization. This is possible through training sessions, cooperation, and joint involvement in release acceptance. If the release is rolled out in stages, the users should be made aware of the plans and when they can expect the new functions. Distribution and installation: The logistics processes for purchase, storage, transport, delivery, and hand-over of software and hardware is monitored by Release Management. The process is supported by procedures, records, and accompanying documents such as packing slips so that the reliable information can be provided to the Configuration Management. Only authorized personnel can access hardware and software storage facility. Answer option C is incorrect. Status Accounting is the activity of Configuration Management.
Q: 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 Each correct answer represents a complete solution. Choose two. A 1 and 2 B 1, 2, 3, and 4 C 1, 2, and 4 only D 1, 3, and 4 only
A B\ Explanation: Answer options A and B are correct. A Configuration Item (CI) is an IT asset or a combination of IT assets that may depend and have relationships with other IT processes. A CI will have attributes which may be hierarchical and relationships that will be assigned by the configuration manager in the CM database. The term Configuration Item (CI) refers to the fundamental structural unit of a configuration management system. Examples of CIs include individual requirements documents, software, models, plans, and people. Configuration Management systems oversee the life of the CIs through a combination of process and tools. The objective of these systems is to avoid the introduction of errors related to lack of testing or incompatibilities with other CIs. CIs role in Configuration Management From the perspective of the implementer of a change, the configuration item is the "what" of the change. Altering a specific baseline version of a configuration item creates a new version of the same configuration item, itself a baseline. In examining the effect of a change, first ask: What configuration items are affected? How have the configuration items been affected? A release (itself a versioned entity) may consist of several configuration items. The set of changes to each configuration item will appear in the release notes, and the notes may contain specific headings for each configuration item. As well as participating in the implementation of a change and in the management of a change, the listing and definition of each configuration item may act as a common vocabulary across all groups connected to the product. It should be defined at a level such that an individual involved with product marketing and an individual at the coal face of implementation can agree to a common definition when they use the name of the configuration item. Selection and identification of configuration items for a particular project can be seen as the first step in developing an overall architecture from the top down. Answer options D and C are incorrect. All the mentioned activities are helped by recording relationships between Configuration Items (CIs).
Q: Documentation is a way to communicate information and share knowledge. Which of the following are the features of documentation? Each correct answer represents a complete solution. Choose all that apply. A It supports in the improvement of the performance of an organization. B It ensures that the customer satisfaction is measured and managed. C It develops a common understanding across process fields. D It understands and discusses the business plans, changes to the business, and service needs with the customer.
A C Explanation: Answer options A and C are correct. Documentation is a way to communicate information and share knowledge. It supports in the improvement of the performance of an organization. It is used for developing a common understanding across process fields. Procedures must be available for the purpose of creation, approval, review, maintenance, disposal, and control of all the documents for all processes. Answer options B and D are incorrect. These are the responsibilities of Business Relationship Management.
Q: 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? Each correct answer represents a complete solution. Choose all that apply. A It communicates and handles the customer expectations. B It investigates problems, according to impact, via resolution or error identification. C It makes sure that master copies of all software are secure and there is updated Configuration Management Database (CMDB). D It plans the successful roll-out of software and associated hardware.
A C D
Q: Status accounting is the activity of Configuration Management. Which of the following information are provided by Configuration Management? Each correct answer represents a complete solution. Choose all that apply. A Problem history B Two aspects of Service catalog C Configuration baselines D Latest software item versions
A C D Explanation: Answer options C, D, and A are correct. Status accounting is the activity of Configuration Management. The reporting of all the current and historical data is related to each CI (Configuration Item) in its Lifecycle. In this activity, the information about the following is provided: Configuration baselines Latest software item versions The person who is responsible for status change CI change/incident/problem history Answer option B is incorrect. This is an invalid answer option.
Q: 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? Each correct answer represents a part of the solution. Choose three. A Minor software B Minor hardware C Emergency software D Major software
A C D Explanation: Answer options D, A, and C are correct. The Release categories consist of the new or changed software and/or hardware required to implement approved changes. The different types of Release categories are as follows: Major software releases and hardware upgrades, normally containing large amounts of new functionality, some of which may make intervening fixes to problems redundant. A major upgrade or release usually supersedes all preceding minor upgrades, releases and emergency fixes. Minor software releases and hardware upgrades, normally containing small enhancements and fixes, some of which may have already been issued as emergency fixes. A minor upgrade or release usually supersedes all preceding emergency fixes. Emergency software and hardware fixes, normally containing the corrections to a small number of known problems. Answer option B is incorrect. There is no such Release category as Minor hardware.
Q: Which of the following can be helpful in determining the level of impact of a problem? A Standard Operating Procedures B Configuration Management System C Statement of Requirements D Definitive Media Library
B Explanation: Answer option B is correct. Configuration Management System can be helpful in determining the level of impact of a problem. Configuration Management is a subsystem of the overall project management system. It is a collection of formal documented procedures used to identify and document the functional and physical characteristics of a product, result, service, or component of the project. It also controls any changes to such characteristics, and records and reports each change and its implementation status. It includes the documentation, tracking systems, and defined approval levels necessary for authorizing and controlling changes. Audits are performed as part of configuration management to determine if the requirements have been met. Answer option A is incorrect. A standard operating procedure is a set of instructions having the force of a directive, covering those features of operations that lend themselves to a definite or standardized procedure without loss of effectiveness. Standard Operating Policies and Procedures can be effective catalysts to drive performance improvement and improve organizational results. Every good quality system is based on its standard operating procedures (SOPs). The steps of standard operating procedures are as follows: Request for service Initial analysis Data collection Data analysis Data reporting Answer option D is incorrect. The Definitive Media Library (DML) is a secure library where software that has been properly reviewed and authorized is stored. Technically, Configuration Items (CIs) are what is stored in the DML after they meet up organizational standards. It is a single logical storage area even if there are multiple locations. All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System. Answer option C is incorrect. Statement of Requirements is a document that holds all requirements for a product purchase or a new or changed IT Service.
Q: In which system will the information regarding configuration items and service assets be held? A Service catalog B CMS C SCMIS D CMIS
B Explanation: Answer option B is correct. Information about each CI is recorded in a configuration record within the configuration management system.
Q: 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? A Knowledge management is solely concerned with the transfer of knowledge when implementing new or changed services. B Knowledge management is used across the whole service lifecycle to ensure that appropriate knowledge is delivered to enable informed decision making. C Knowledge management is used solely in the service operation stage of the lifecycle to ensure that operation issues are managed efficiently. D Knowledge management is used across the lifecycle stages of continual service improvement and service operation to ensure that improvements are managed effectively.
B Explanation: Answer option B is correct. Knowledge management is a process that has influence across the whole of the service lifecycle. It is used to capture and present ideas, perspectives, data, and information to all stages of the lifecycle, ensuring that the appropriate decisions can be made. More information on knowledge management can be found in Lesson 9.
Q: Which one of these statements best reflects the purpose of knowledge management? A The purpose of knowledge management is to ensure that lessons are learned. B The purpose of knowledge management is to ensure that perspectives, ideas, experience, and information are shared in order to enable informed decision making. C The purpose of knowledge management is to deliver information to the right place to make an informed decision. D The purpose of knowledge management is to ensure the right information is in the right place at the right time.
B Explanation: Answer option B is correct. Knowledge management supports organizational learning and helps improve the overall efficiency and effectiveness of all stages of the service lifecycle. It enables people to benefit from the knowledge and experience of others, support informed decision making, and improve the management of services.
Q: 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? A It is used to prioritize the recovery of IT services by working with BCM and SLM. B It contains Configuration Items (CIs) and describes the relationship that exist between the Configuration Items. C It minimizes disruption in IT services when it follows a major interruption or disaster. D It minimizes costs related with recovery plans using proper proactive planning and testing.
B Explanation: Answer option B is correct. 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. It contains Configuration Items (CIs) and describes the relationship that exist between the Configuration Items. It is necessary to determine the level to which the information regarding the IT infrastructure will be recorded by the CMDB. Answer options C, D, and A are incorrect. These are the benefits of IT Service Continuity Management.
Q: 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. A 2, 3 B All the answers are correct. C 1, 2 D 1, 3
B Explanation: Answer option B is correct. The Definitive Media Library (DML) is a secure store that contains the definitive and authorized versions of all software configuration items. It may also contain associated configuration items such as licenses and documentation. It may be a physical store such as a cupboard or an electronic store, such as a secure area on a server.
Q: Which is the correct order and detail for the phases of the release and deployment process? A Release deployment, release build, release test, release planning, release review, and close B Release and deployment planning, release build and test, deployment, review, and close C Release and deployment build and test, deployment, release and deployment planning, review, and close DDeployment, planning, build and test, review, and close
B Explanation: Answer option B is correct. This is the order specified in the service transition core guidance. It is important to plan before building and deploying to increase the chances of success. A review step before closure to learn any lessons from the deployment will identify any potential improvements to the process, which can be managed through CSI.
Q: 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? Each correct answer represents a complete solution. Choose all that apply. A Delta B Emergency C Minor D Major E Package
B C D Explanation: Answer options D, C, and B are correct. The release management levels are as follows: Major release: It typically introduces new capabilities/functions. A major release might accumulate all the changes from preceding minor releases. Major releases advance the version number by a full increment. For example, from version 7.70 to version 8. Minor release: It integrates a number of fixes for known problems into the baseline, or trusted state, of an item. A minor release typically increments the version number at the first decimal place. For example, version 7.10 will change to version 7.20. Emergency release: It is a quick fix to repair unpredicted problems or short-term measures to prevent the disruption of important services. An emergency release increments the version number at the second decimal place. For example, from 7.1 to 7.11. Answer option A is incorrect. A Delta release is also known as partial release. It contains the elements of a hardware or software Configuration Item (CI) that have changed or are new since the previous Full/Delta release. The changes are added to the existing version of the CI. In delta release, it is not always possible to analyze how changes will influence the rest of the live environment. Answer option E is incorrect. A package release moves the changes to different Configuration Item (CI) into a single release. A package release might contain changes to hardware and software CI and can contain delta and full releases. A package release reduces disturbance in the IT environment.
Q: Which of the following activities of Configuration Management is used for defining the strategy, policy, scope, objectives, processes, and procedures? A Identification B Reporting C Management and Planning D Status Accounting
C Explanation: Answer option C is correct. The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information. This process is used to manage the service assets and Configuration Items to support the other Service Management processes. The documents of Configuration Management are configuration records and records of deficiencies. The activities of Configuration Management are as follows: 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. 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 Status Accounting: 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 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. 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.
Q: 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? A Change management B Service transition release and deployment C Transition planning and support D Transition management and support
C Explanation: Answer option C is correct. Transition planning and support is a process that enables all activity taking place in the service transition lifecycle to be managed. This includes understanding the allocation of resources and resolving conflicting demands for resources. More information on transition planning and support can be found in Lesson 9.
Q: In which of the following areas are the definitive authorized versions of all media Configuration Items (CIs) stored and protected? A Configuration Management Database B Knowledge Management System C Definitive Software Library D Definitive Media Library
D Explanation: Answer option D is correct. The Definitive Media Library (DML) is a secure library where software that has been properly reviewed and authorized is stored. Technically, Configuration Items (CIs) are what is stored in the DML after they meet up organizational standards. It is a single logical storage area even if there are multiple locations. All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System. Answer option A is incorrect. Configuration Management Database is the fundamental component of the ITIL Configuration Management (CM). CMDB represents the authorized configuration of the significant components of the IT environment. It helps an organization understand the relationships between these components and track their configuration. CMDB implementations often involve federation, the inclusion of data into the CMDB from other sources, such as Asset Management, in such a way that the source of the data retains control of the data. Federation is usually distinguished from ETL (extract, transform, and load) solutions in which data is copied into the CMDB. Answer option C is incorrect. The Definitive Software Library (DSL) is one or more locations in which the definitive and approved versions of all software Configuration Items (CIs) are securely stored. It may also contain associated CIs such as licenses and documentation. It is a single logical storage area even if there are multiple locations. All software in the DSL is under the control of Change and Release Management and recorded in the CMDB. Only software from the DSL is acceptable for use in a Release. Answer option B is incorrect. Knowledge Management is used to gather, analyze, store, and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. It is part of Service Transition and the owner of Knowledge Management is the Knowledge Manager. ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes. Note: Knowledge Management is dealt with in many other Service Management processes. The Knowledge Management process itself ensures that all information used within Service Management, stored in the Service Knowledge Management System, is consistent and readily available.
Q: 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? A Service Catalog Management B ICT Operations Management C Service Level Management D Service Asset and Configuration Management
D Explanation: Answer option D is correct. The Service Asset and Configuration Management process is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the IT infrastructure. Service Asset and Configuration Management is used to maintain information about Configuration Items (CI) required to deliver an IT service, including their relationships. It is part of Service Transition and the owner of Service Asset and Configuration Management is the Configuration Manager. Activities and process objectives of the Service Asset and Configuration Management process are broadly identical in ITIL V3 and V2. ITIL V3 introduces the "Configuration Management System (CMS)" as a logical data model, encompassing several Configuration Management Databases (CMDB). The sub-processes of Service Asset and Configuration Management are as follows: Configuration Management Support Configuration Verification and Audit Answer option A is incorrect. Service Catalog Management is used to ensure that a Service Catalog is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. It provides vital information for all other Service Management processes: Service details Current status Services' interdependencies It is part of Service Design and the owner of Service Catalog Management is the Service Catalog Manager. Service Catalog Management was added as a new process in ITIL V3. In ITIL V2, the Service Level Management process mentioned the concept of a Service Catalog. Answer option B is incorrect. ICT Operations Management provides the day-to-day technical supervision of the ICT infrastructure. Often confused with the role of Incident Management from Service Support, operations is more technical and is concerned not solely with incidents reported by users, but with events generated by or recorded by the infrastructure. ICT Operations may often work closely alongside Incident Management and the Service Desk, which are not-necessarily technical, to provide an 'Operations Bridge'. Operations should primarily work from documented processes and procedures and should be concerned with a number of specific sub-processes, such as: Output Management, Job Scheduling, Backup and Restore, Network Monitoring/Management, System Monitoring/Management, Database Monitoring/Management, and Storage Monitoring/Management. Operations are responsible for the following: A stable, secure ICT infrastructure A current, up to date Operational Documentation Library ("ODL") A log of all operational events Maintenance of operational monitoring and management tools Operational Scripts Operational Procedures Answer option C is incorrect. Service Level Management provides for continual identification, monitoring, and reviewing the levels of IT services specified in the service level agreements (SLAs). It ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs). The process involves assessing the impact of change upon service quality and SLAs. The Service Level Management process is in close relation with the operational processes to control their activities. The central role of Service Level Management makes it the natural place for metrics to be established and monitored against a benchmark. Note: Service Level Management is the primary interface with the customer (as opposed to the user, who is serviced by the Service Desk).
Q: The knowledge management process maintains and updates a tool used for knowledge management. What is this system called? A The knowledge base for service management B The service management tool C The service management database D The service knowledge management system
D Explanation: Answer option D is correct. The tool is called the service knowledge management system (SKMS) and is a repository for information, data, and knowledge relating to service management. This has important connections for managing information and knowledge throughout the whole service lifecycle. More information can be found on the SKMS in Lesson 9.
