Topic 7

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained? A. Categorization B. Logging C. Prioritization D. Closure

A

Which of the following do Technology metrics measure? A. Components B. Processes C. The end to end service D. Customer satisfaction

A

Which of the following is an example of self-help capabilities? A. Menu-driven range of facilities used to access service requests B. Calls to the service desk to register standard changes C. A software update downloaded automatically to all laptops in an organization D. Software to allow programmers to debug code

A

Which of the following is the BEST definition of an event? A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure B. An unplanned interruption to an IT service or a reduction in the quality of an IT service C. The unknown cause of one or more incidents that have an impact on an IT service D. Reducing or eliminating the cause of an incident or problem

A

Which of the following is the BEST description of a Business Case? A. A decision support and planning tool that projects the likely consequences of a business action B. A portable device designed for the secure storage and transportation of important documents C. A complaint by the business about a missed service level. D. The terms and conditions in an IT outsource contract.

A

Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure? A. RACI model B. Incident model C. Continual service improvement (CSI) model D. The Deming Cycle

A

Which of the following provides resources to resolve operational and support issues during Release and Deployment? A. Early Life Support B. Service Test Manager C. Evaluation D. Release Packaging and Build Manager

A

Which of the following statements about processes is INCORRECT? A. They are units of organizations designed to perform certain types of work B. We must be able to measure them in a relevant manner C. They deliver specific results D. They respond to specific events

A

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies? A. The ITIL Complementary Guidance B. The Service Support book C. Pocket Guides D. The Service Strategy book

A

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development? A. Service Design B. Service Strategy C. Service Operation D. Continual Service Improvement

A

Which process lists "Understanding patterns of business activity" as a major role? A. Demand Management B. Supplier Management C. Service Desk D. Request Fulfillment

A

Who owns the specific costs and risks associated with providing a service? A. The Service Provider B. The Service Level Manager C. The Customer D. The Finance department

A

Which core publication will you find detailed descriptions of service catalog management, information security and support management? A. Service strategy B. Service design C. Service transition D. Service operation

B

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment 2. Testing of resilience mechanisms 3. Monitoring of component availability A. All of the above B. 1 and 2 only C. 1 and 3 only D. 2 and 3 only

B

Which of the following is an example of capabilities? A. Menu driven range of facilities used to access service requests B. Calls to the service desk to register standard changes C. A software update downloaded automatically to all laptops in an organization D. Software to allow programmers to debug code

B

Which of the following is an objective of service transition? A. To negotiate service levels for new services B. To plan and manage the resource requirements for releases C. To provide quality knowledge of incident and problem management D. To plan and manage entries in the service catalogue.

B

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of: A. People, Process, Partners, Suppliers B. People, Process, Products, Technology C. People, Process, Products, Partners D. People, Products, Technology, Partners

C

The Supplier Management process includes: 1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements 3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business A. 1 and 2 only B. 1 only C. All of the above D. 1 and 3 only

C

The design of IT services requires the effective and efficient use of what? A. People, process, partners, performance B. Performance, process, products, plans C. People, process, products, partners D. People, products, plans, partners

C

When tan a known error record tie raised? 1. At any time when it would be useful to do so 2. After a workaround has been found A. 2onty B. 1 only C. Neither of the above D. Both of the above

C

Which is the BEST definition of a Configuration Item (CI)? A. An item of hardware or software registered in the asset database B. A collection of information used to describe a hardware or software item C. An asset, service component or other item that is, or will be, under the control of Configuration Management D. Information recorded by the Service Desk when an Incident is reported

C

Which model delivers a view of the services, assets and infrastructure? A. Incident Model B. Problem Model C. Configuration Model D. Change Model

C

Which of the following BEST describes a Change Authority? A. The Change Advisory Board B. A person that provides formal authorisation for a particular type of change. C. A role, person or a group of people that provides formal authorisation for a particular type of change. D. The Change Manager who provides formal authorisation for each change

C

Which of the following are benefits to the business of implementing Service Transition? 1. Ability to adapt quickly to new requirements 2. Reduced cost to design new services 3. Improved success in implementing changes A. 1 and 2 only B. 2 and 3 only C. 1 and 3 only D. None of the above

C

Which of the following are included within Release and Deployment Models? 1) Roles and responsibilities 2) Template release and deployment 3) Supporting systems, tools and procedures. 4) Handover activities and responsibilities A. 1, 2 and 3 only. B. 2, 3 and 4 only. C. All of the above D. 1 and 4 only.

C

Which of the following is NOT defined as part of every process? A. Roles B. Inputs and outputs C. Functions D. Metrics

C

Which of the following might be used to manage an Incident? 1. Incident Model 2. Known Error Record A. 1 only B. 2 only C. Both of the above D. Neither of the above

C

Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management? A. IT management B. Service desk manager C. Business management D. The change manager

C

Which of the following statements is CORRECT? A. Process owners are more important to service management than service owners B. Service owners are more important to service management than process owners C. Service owners are as important to service management as process owners D. Process owners and service owners are not required within the same organization

C

Which of the following would commonly be in a contract underpinning an IT service? 1) Marketing information 2) Contract description and scope 3) Responsibilities and dependencies A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only D. None of the above

C

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives? A. Service Design B. Service Transition C. Service Strategy D. Service Operation

C

The BEST processes to automate are those that are: A. Carried out by Service Operations B. Carried out by lots of people C. Critical to the success of the business mission D. Simple and well understood

D

What are the two major processes in Problem Management? A. Technical and Service B. Resource and Proactive C. Reactive and Technical D. Proactive and Reactive

D

Which of the following activities is NOT a part of the Deming Cycle? A. Act B. Plan C. Do D. Coordinate

D

Which of the following activities is NOT a part of the Derning Cycle? A. Act B. Plan C. Do D. Co-ordinate

D

Which of the following activities is be performed by access management? A. Providing physical security for staff data centers and other buildings B. Managing access to computer rooms and other secure locations C. Managing access to the service desk D. Managing the rights to use a service or group of services

D

Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

D

Which of the following are objectives of Service Design? 1) Design Services to satisfy business objectives. 2) Identify and manage risk. 3) Design effective and efficient processes 4) Design a secure and resilient IT infrastructure. A. 1 Only B. 2 and 3 only. C. 1, 2 and 4 only. D. All of the above

D

Which of the following availability management activities are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2. Designing availability into a proposed solution A. Neither of the above B. Both of the above C. 1 only D. 2 only

D

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"? A. A Problem model B. A Service Improvement Plan (SIP) C. A Request for Change (RFC) D. A Business Case

D

Which of the following is the CORRECT definition of a Release Unit? A. A measurement of cost B. A function described within Service Transition C. The team of people responsible for implementing a release D. The portion of a service or IT infrastructure that is normally released together

D

Which of the following questions does the guidance in service strategy help to answer? 1. What services should we offer and to whom? 2. How do we differentiate ourselves from competing alternatives? 3. How do we create value for our customers? A. 1 only B. 2 only C. 3onfy D. All of the above

D

Which of the following should NOT be a concern of Risk Management? A. To ensure that the organization can continue to operate in the event of a major disruption or disaster B. To ensure that the workplace is a safe environment for its employees and customers C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss D. To ensure only the change requests with mitigated risks are approved for implementation

D

Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities A. 1 and 3 only B. All of the above C. 2 and 4 only D. 1, 2 and 4 only

D

Which of these recommendations is good practice for Service Level Management? 1) Include legal terminology in Service Level Agreements (SLAs) 2) It is NOT necessary to be able to measure all the targets in an SLA A. 1 only B. 2 only C. Both of the above D. Neither of the above

D

Which process or function is responsible for the Definitive Media Library and Definitive Spares? A. Facilities Management B. Access Management C. Request Fulfilment D. Service Asset and Configuration Management

D

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis? A. The Service Level Manager B. The IT Service Continuity Manager C. The Service Catalogue Manager D. The Supplier Manager

D

Identify the input to the Problem Management process. A. Request for Change B. Problem Resolution C. Incident Records D. New Known Errors

C

Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected? A. Definitive Media Library B. Definitive Software Store C. Service Knowledge Management System D. Software Secure Library

A

Customer perceptions and business outcomes help lo define what? A. The value off a service B. Governance C. Total cost of ownership (TCO) D. Key performance indicators (KPIs)

A

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle? A. Service Operation B. Capacity Management C. Service Design D. Availability Management

A

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. 1) Allocate roles and responsibilities to work on CSI initiatives. 2) Measure and review that the CSI plan is executed and its objectives are being achieved. 3) Identify the scope, objectives and requirements for CSI. 4) Decision on implementation of further enhancement. A. 3-1-2-4 B. 3-4-2-1 C. 1-3-2-4 D. 2-3-4-1

A

The positive effect that customers perceive a service can have on their business outcomes is referred to as what? A. The utility of a service B. The warranty of a service C. The economic value of a service D. Return on investment

A

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes? A. Plan B. Do C. Check D. Act

A

What are the processes within Service Operation? A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management B. Event Management, Incident Management. Change Management and Access Management C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

A

A configuration model can be used to help 1) Assess the impact and cause of incidents and problems 2) Assess the impact of proposed changes 3) Plan and design new or changed services 4) Plan technology refresh and software upgrades A. 1, 2 and 3 only B. All of the above C. 1, 2 and 4 only D. 3 and 4 only

B

A single Release unit, or a structured set of Release units can be defined within: A. The RACI Model B. A Release Package C. A Request Model D. The Plan, Do, Check, Act (PDCA) cycle

B

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what? A. Service level requests B. Changes and Releases C. Password resets D. Incidents and Problems

B

In the phrase "People, Processes, Products and Partners". Products refers to: A. IT Infrastructure and Applications B. Services, technology and tools C. Goods provided by third parties to support the IT Services D. All assets belonging to the Service Provider

B

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'? A. People, Products, Partners, Profit B. People, Process, Products, Partners C. Potential, Preparation, Performance, Profit D. People, Potential, Products, Performance

B

What is IT Governance concerned with? A. Measuring and improving the efficiency and effectiveness of IT processes B. Ensuring that IT processes support the organization's strategies and objectives C. Reducing the total cost of providing services to the business D. Ensuring that targets documented in Service Level Agreements (SLAs) are met

B

Which of the following statements about incident reporting and logging is CORRECT? A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

B

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)? A. Availability Management B. Demand Management C. Financial Management D. Service Level Management

B

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role? A. The Service Level Manager B. The Configuration Manager C. The Change Manager D. The Information Security Manager

D