ITIL cert
Which of the following statements is true regarding processes and functions?
1 and 3 only
When you are working in the Service Design stage of IT Service Management, which of the following aspects should you consider?
1, 2, and 3
Which of the following statements regarding stakeholders are true? 1. Involving the stakeholders in service delivery increases the likelihood that requirements will be met. 2.Each stakeholder may have different concerns and issues. 3.Identifying the stakeholders and their influences is vital to ensure success.
1, 2, and 3
The Service Strategy stage provides value to the business by including which of the following processes?
1, 2, and 3 only
Which of the following questions are answered by the Service Portfolio? 1. Why should a customer buy these services? 2. What are the price and chargeback models? 3. How should we allocate our resources and capabilities? 4.What are the costs of these services?
1, 2, and 3 only.
Which of the following statements about workarounds are Correct
1, 2, and 4 only
Which of the following statements regarding IT service management are true? 1. IT service management is focused on functions. 2. IT service management should support both short-term and long term goals. 3. The services in IT service management should be managed in the same manner.
2 only
What are the primary purposes of the Service Acceptance Criteria in the Service Design phase of IT Service Management?
3 and 4 only
What is the correct order of steps of the 7-step improvement process?
3, 1, 5, 4, 2, 7, and 6
Which of the following events is an example of a service request?
A new application needs to be installed on a computer
Which type of response should you raise for an event that requires human intervention?
Alert
Which of the following statements is/are correct about good practice?
All of the Statements
Which of the following is a valid reason for monitoring and measuring services?
All of the above
Which of the following are key responsibilities of a Service Owner? 1. Providing input into continual service improvement. 2. Representing a specific service across the organization. 3. Represent the service in Change Advisory Board meetings 4. Escalating major incidents
All of the options are correct
Which of the following contract terms should be completed when the contract is being negotiated? 1. Contract closure 2. Contract renewal 3. Contract extension 4. Contract transfer
All of the options are correct
Which of the following elements is/are part of the Service Catalog component of the Service Portfolio?
All of the options are correct
Which of the following facets affects the value of a service? 1. Customer perceptions 2. Customer preferences 3. Business outcomes
All of the options are correct
Which of the following statements are reasons that help to establish a business case for the integration of ITIL Service Management within an organization? 1. Increased customer satisfaction 2. Improved service availability 3. Regulatory compliance
All of the options are correct
Which of the following statements is/are correct about incidents?
All of the options are correct
Which of the following tools can be implemented to log a service event with an IT service desk?
All of the options are correct
Which of the following is NOT an activity of Service Design?
All services, utilities, and warranties
Which modeling type creates mathematical models to predict the behavior of a configuration item or IT service?
Analytical modeling
Which process of the service design phase ensures that the availability level of all services matches or exceeds the needs to the customers?
Availability Management
What is the primary determination of incident priority?
Business impact
What public frameworks can be used as a source of good practice for a service provider?
COBIT, ITIL, CMMI
What is the new term used for the document formerly known as the service improvement plan?
CSI register
Who should Problem Management communicate with in the event that a Request for Change (RFC) needs to have its priority modified?
Change Advisory Board
Which level of the Service V model represents configuration level and testing?
Component and assemblies
Which entity contains information on configuration items and their relationships?
Configuration Management System (CMS)
Which phase of the service management lifecycle provides guidance on enhancing services, processes, and phases of the Service Management Lifecycle?
Continual Service Improvement
What is the standard whereby a change becomes part of the Request Fullfillment process?
Cost and risk are low.
What is the first step in the lifecycle of a normal change?
Create the Request for Change
Which process is driven by business activity patterns?
Demand Management
Which process provides data to the capacity management process to help predict the future needs of the customers?
Demand Management
Which process includes the following four key stages: Plan, Do, Check, and Act?
Deming Cycle
Your organization has recently deployed several new technologies. Which of these technologies will help support the Service Operation Stage?
Diagnostic tools and scripts, help desk application, user desktop control, reporting application
Which board evaluates and approves changes when there is not time to organize a full Change Advisory Board (CAB)?
Emergency Change Advisory Board
Which component of Facilities Management is reponsible for ensuring that physical conditions within the data centers or computer rooms are maintained at the correct levels?
Environmental Conditiong and Alet Systems
Which service operation process uses a management tool or agent to indicate when an abnormal operation, such as incorrect password, has occured?
Event management
Which of the following is NOT considered to be a capability?
Financial Capital
Am IT service organization wants to provide a 24-hour service desk facility with each service desk in different geographical locations not working more than one shift. Which type of service desk organizational structure should the IT service organization implement?
Follow-the-sun service desk
What is the last step of the 7-step improvement process?
Implement corrective action?
Which service operation role is responsible for making improvement recommendations for the Incident Management process
Incident Manager
Which of the following assests can be categorized as resouces for an IT service organization?
Infrastructure
Which of the following is NOT a charasteristic of a service?
It increases the effect of constraints.
The service design stage documents the service needed in the Service Design Package. Which component is NOT considered part of the Service Design Package?
Measurement and metrics
Which term refers to an agreement made between a Service Provider and another part of the same organization that supports the delivery of services to the customer?
Operational Level Agreement
Your organization has contracts with several third-party suppliers. As part of Supplier Management you have been given a list of commodity suppliers. What products do these suppliers provide?
Paper and toner
Which 4 Ps term of Service Design is used for the manufacturers, vendors, and suppliers being used in a providing the service?
Partners
Which of the following is NOT included in the Four Ps of Service Design?
Perspective
Which process of the Service Operation phase is responsible for preventing recurring incidents?
Problem Management
Which role is responsible for monitoring and improving a process?
Process Owner
which model is used to document roles and responsibilities of the stakeholders of a process.
RACI
Which Service Operation conflict is concerned with balancing responding to an external stimulus and looking for new improvement opportunities?
Reactive vs. Proactive
A user has asked for a license for an authorized application. From which process would this information result?
Request Fullfillment
Which term represents the service asset that is the easiest to acquire?
Resource
Which two phases are involved in managing an organizations risks?
Risk analysis and risk management
Which entity includes performance metrics, staff experience levels and certifications, partner requirements, and user skill levels?
SKMS
Which resource of the Service Design phase is divided into two parts: one part that gives information regarding a client's services and one part that gives information regarding the technical aspects needed to support the client's services?
Service Catalog
Which role has the responsibility to create and coordinate quality solution plans for services?
Service Design Manager
Which component is used to describe a service, document service level targets, and specify responsibilities of the service provider and the customer?
Service Level Agreement (SLA)
Which management process monitors and develops reports to deliver the agreed level of service?
Service Level Management
Which key Service Design role is responsible for ensuring that the levels of service quality are agreed on and met?
Service Level Manager
What phase of IT service management ensured delivery and support of services to customers and users at agreed upon levels?
Service Operation
Which Service lifecycle stage works with CSI to monitor data as part of the 7-step improvement process?
Service Operation
Which role is responsible for continual improvement of the service?
Service Owner
Which ITIL stage is considered the hub of the ITIL Service Management Lifecycle?
Service Strategy
Which stage provides business value by ensuring that changes to services are alligned with business needs?
Service Transition
Which statement regarding service metrics is TRUE?
Service metrics are the result of the end-to-end service.
Which of the following is NOT considered to be part of a service package?
Service utility
What are core services?
Services that directly support the customer's business outcomes
Which Service Operation conflict is concerned with balancing the need to ensure the infrastructure is durable and available with the need to change the infrastructure?
Stability vs. Responsiveness
Which process of the Service Design phase manages external service delivery agreements
Supplier Management
Which statement BEST describes external service providers?
They may servce rival customers
Which component is used to measure the duration of impact of an incident, problem, or change on a business.
Urgency
you plan to use the CSI model. What should you do to when performing the first step of the CSI model?
Use business data.
Which purpose of metrics is used to authenticate whether the strategy and vision are supported?
Validate
What service asset value is based on availability and reliability?
Warranty
Which step in the seven rs of change management is concerned with the parties accountable for implementing the change?
Who is responsible for the build, test, and implementation of the change?
Which of the following statements about a process is incorrect?
a process is an open loop system
What is the best description of a service-based Service Level Agreement
an agreement that covers all issues with a specific service
A recent security breach on a single computer at your organization has resulted in the need to deploy a security fix on several computers. You develop a procedure for deploying the fix on the computers and record everything in the Configuration Management System. Of which of the following items is this example?
change
Which of the following five aspects of the Service Design phase considers processes needed to improve a service?
design of the processes required
When an organization's primary focus is to achieve a high level of IT service performance without worrying about how the high performance is achieved, to which extreme is an organization close?
extreme external focus
What is the first step in the Incident Management process?
identification
Which of the following is NOT a business value that the Service Design stage provides?
improved ability to rapidly react to change
Your department is providing several services at agreed service levels. Some of the customers to which you are providing services are other departments within your organization. Of which type of customer is this an example?
internal customers
Which purpose of metrics is used to identify improvement opportunities?
intervene
As a service provider, your organization provides services to several organizations. Which of the following factors do NOT define service value?
knowledge level
An it service organization wants to provide service desk facility physically near the user base they must serve. Which type of service desk structure should the IT service organization implement?
local service desk
What are the purposes of Design Coordination 1. Coordinate all transition activities. 2.Produce Service Design Packages (SDPs) 3. Improve Service Design activities and processes. 4.Improve Service Design performance.
options 2, 3, and 4 only
On which components do the Service Lifecycle stages rely to execute each element of the lifecycle?
processes
Which release design of the Release and Deployment Management process of the Service transition phase deploys a service from a central location to all outlying locations?
push release
During the Service management tool selection process, which event is responsible for categorizing the needs of the organization using the MoSCoW analysis?
requirements
Which term refers to a modification of an authorized service component and its documentation?
service change
Which set of functions, processes, methods, roles and activities of a service provider provide value to the customer?
service management
What is the output of It service management?
services that provide value to customers
Which level of planning and delivery includes the medium-term plans required to achieve specified goals and objectives?
tactical
A new supplier manager has been hired by your organization. With which agreements should this person be primarily concerned?
underpinning contracts
An IT service organizations wants to provide a service desk facility to its users by recruiting service desk staff that will provide service support for their homes. Which type of service desk organizational structure should the IT service organization implement?
virtual service desk
