TEST BORRADO, QUIZÁS LE INTERESE:
Test 2 ITIL
COMENTARIOS |
ESTADÍSTICAS |
RÉCORDS
|
|---|
REALIZAR TEST
|
Título del Test:
Test 2 ITIL Descripción: Test 2 ITIL Autor:
Fecha de Creación: 17/04/2019 Categoría: Otros Número Preguntas: 40 |
COMPARTE EL TEST
COMENTAR
No hay ningún comentario sobre este test.
Temario:
|
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? Service level management IT service continuity management Service catalog management Supplier management. Which stage of the service lifecycle is MOST concerned with defining policies and objectives? Service Design Service transition Continual improvement Service operation. Which of the following is NOT a valid objective of problem management? To prevent problems and their resultant Incidents To manage problems throughout their lifecycle To restore service to a user To eliminate recurring incidents. Which one of the following contains information that is passed to service transition to enable the implementation of a new service? Service option Service transition package (STP) Service design package (SDP) Service charter. Where should details of a workaround be documented? Service level agreement (SLA) Problem record Availability management information system IT service continuity plan. Which one of the following is NOT the responsibility of service catalog management? Ensuring that information in the service catalog is accurate Ensuring that service level agreements are maintained Ensuring that information in the service catalog is consistent with information in the service portfolio Ensuring that all operational services are recorded in the service catalog. What are the categories of event described in the ITIL Service Operation book? Informational, scheduled, normal Scheduled, unscheduled, emergency Informational, warning, exception Warning, reactive, proactive. Which of the following statements correctly states the relationship between urgency, priority and impact? Impact, priority and urgency are independent of each other Urgency should be based on impact and priority Impact should be based on urgency and priority Priority should be based on impact and urgency. Which function or process would provide staff to monitor events in an operation's bridge or network operations center? Technical management IT Operations Management Request fulfillment Applications management. What is the act of transforming resources and capabilities into valuable service better known as? Service management Incident management Resource management Service support. Which of the following can include steps that will help to resolve an incident? Incident model Known error record Both of these options Neither of these options. Which of the following statements BEST describes a definitive media library (DML)? A secure location where definitive hardware spares are held A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected A database that contains definitions of all media CIs A secure library where definitive authorized versions of all software and back-ups are stored and protected. Which are the three levels of a multi-level service level agreement (SLA)? Technology, customer, user Corporate, customer, service provider Corporate, customer, technology Service provider, user, IT. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"? Profit Preparation Products Potential. The definitive media library is the responsibility of: Facilities management Access management Request fulfillment Service asset and configuration management. What does NOT need to be defined as part of EVERY process? Roles Inputs and outputs Functions Metrics. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps? People, process, partners, performance Performance, process, products, problems People, process, products, partners People, products, perspective, partners. What BEST describes service strategy's value to the business? Allows higher volumes of successful change Reduction in unplanned costs through optimized handling of service outages Reduction in the duration and frequency of service outages Enabling the service provider to have a clear understanding of what levels of service will make their customers successful. Where would all the possible service improvement opportunities be recorded? CSI Register Known error database Capacity management information system Configuration Management database. Which one of the following is the BEST description of a service-based service level agreement (SLA)? An agreement with an individual customer group, covering all the services that they use An agreement that covers one service for a single customer An agreement that covers service specific issues in a multi-level SLA structure An agreement that covers one service for all customers of that service. Which of the following statement about the service owner is INCORRECT? Carries out the day-to-day monitoring and operation of the service they own Contributes to continual improvement affecting the service they own Is a stakeholder in all of the IT processes which support the service they own Is accountable for a specific service within an organization. Which one of the following is the BEST description of a relationship in service asset and configuration management? Describes the topography of the hardware Describes how the configuration items (CIs) work together to deliver the services Defines which software should be installed on a particular piece of hardware Defines how version numbers should be used in a release. Which of the following is NOT an objective of service transition? To ensure that a service can be operated, managed and supported To provide training and certification in project management To provide quality knowledge and information about services and service assets To plan and manage the capacity and resource requirements to manage a release. Which of the following is NOT one of the five individual aspects of service design? The design of the service portfolio, including the service catalogue The design of new or changed services The design of market spaces The design of the technology architectures. Which of the following should your IT service continuity strategy NOT be based on? Design of the service metrics Business continuity strategy Business impact analysis (BIA) Risk assessment. Which process or function is responsible for monitoring activities and events in the IT infrastructure? Service level management IT operations management Capacity management Incident management. What is the BEST definition of the term 'service management'? A set of specialized organizational capabilities for providing value to customers in the form of services A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose The management of functions within an organization to perform certain activities Units of organizations with roles to perform certain activities. Which areas of service management can benefit from automation? Design and modeling Reporting Pattern recognition and analysis Detection and monitoring All of these areas could benefit from automation. Which of these recommendations is best practice for service level management? Include legal terminology in service level agreements (SLAs) It is NOT necessary to be able to measure all the targets in an SLA Both of these Neither of these. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment? Service level management Service catalog management Demand management Service transition. What are the categories of event described in the ITIL Service Operations book? Informational, scheduled, normal Scheduled, unscheduled, emergency Informational, warning, exception Warning, reactive, proactive. Which of the following IS NOT a reasons why ITIL is successful? ITIL is vendor neutral It does not prescribe actions ITIL represents best practice ITIL is a proprietary framework. Which one of the following do technology metrics measure? Components Processes End-to-end service Customer satisfaction. Which of the following are NOT objectives of service level management? Defining, documenting and agreeing the level of services to be provided Monitoring, measuring and reporting the actual level of services provided Monitoring and improving customer satisfaction Identifying possible future markets that the service provider could operate in. Which of the following statements BEST describes the aims of release and deployment management? To build, test and deliver the capability to provide the services specified by service design To ensure that each release package specified by service design consists of a set of related assets and service components To record and manage deviations, risks and issues related to the new or changed service To ensure that all changes can be tracked, tested and verified if appropriate. Which process is responsible for discussing reports with customers showing whether services have met their targets? Continual service improvement Change management Service level management Availability management. Which of the following are basic concepts used in access management? Personnel, electronic, network, emergency, identity Rights, access, identity, directory services, service/service components Physical, personnel, network, emergency, service Normal, temporary, emergency, personal, group. Which process is responsible for ensuring that appropriate testing takes place? Knowledge management Release and deployment management Service asset and configuration management Service level management. Consider the following list: (1) Change authority, (2) Change manager, and (3) Change advisory board (CAB). What is the BEST description of the items above? Job descriptions Functions Teams Roles, people, or groups. Which role is responsible for carrying out the activities of a process? Process owner Change manager Service manager Process practitioner. |
Denunciar Test