TEST BORRADO, QUIZÁS LE INTERESE:
Foundation ITIL
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Título del Test:
Foundation ITIL Descripción: Foundation Autor:
Fecha de Creación: 12/04/2019 Categoría: Informática Número Preguntas: 68 |
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Every process in ITIL should have which of the following characteristics?
1) Each process has a defined trigger.
2) Each process is measureable.
3) Each process delivers a specific result.
4) Each process delivers its result to a specific customer. 1, 2, 3 1 and 3 2 and 4 1, 2,3, and 4. Which characteristic DID NOT contribute to the success of ITIL? It is not prescriptive in nature. It is best practice. It is non-proprietary. It is a standard. Which of the following is the purpose of the RACI model? To analyze the impact of a new process To define the requirements for a new service To indicate the main areas of risk To document the roles and responsibilities of relevant stakeholders in an activity. Which statement is most correct concerning ITIL? Internal customers should receive the best service because they are part of the same business unit as the service provider (such as in a Type I service provider). Internal and external customers should receive the level of customer service that has been agreed upon. External customers should receive better customer service because that are always paying for it. The best service should be given to the customer who pays the most money. How many questions are on the ITILv3 Foundations Exam? 60 40 35 45 50 30. What term is described by the phrase "Uncertainty of outcome"? Functions Process Risk Service. When considering IT service management, which of the following could be identified as stakeholders? - Suppliers - End Users - Customers Suppliers End Users and Customers End Users and Suppliers Suppliers, End Users, and Customers. Which statement is true for all processes? They deliver specific results to specified stakeholders They define functions They are performed by an external service provider They help customers avoid specific costs and risks. Which role should ensure that process documentation is kept up-to-date? Process Owner Service Owner Service Desk Manager Customer's Representative. Which of the following is NOT a source of best practices? Standards Internal Experience Advisors Academic Research. According to the ITIL Framework, which of the following is not a stage in the Service Lifecycle? Service Operation Service Portfolio Management Service Design Continual Service Improvement. What is the first stage of the Service Life-cycle? Service Design Service Operations Service Strategy Service Transition. Which stakeholder defines the value of a service? IT Steering Group IT Director Customer Owner of the strategy management process. When talking about services, what does utility mean? The service is fit for purpose The service is fit for use A service charge is paid based on the number of services or units utilized The service provider guarantees all service performance to a certain level of performance. Which statement is correct concerning creating value through services? An important factor is the customer's perspective of value Enabling the outcomes of the service provider determines value Value perception is determined by the preferences of the service provider The value of a service is only measured by its Return on Investment (ROI). Which is not a stage in the Service Lifecycle? Service Optimization Service Design Service Operation Service Strategy. What should be delivered by a service to the customer? Capabilities Resources Features Value. What does warranty mean when talking about services? The service is fit for purpose Any service failures are corrected within the agreed upon period of time The service is fit for use The service performance is guaranteed by the service provider for a certain time period. What should be found in the service catalog? Details of all currently available or live services Details of all retired services Management and organizational information Services that are currently in development . The main purpose of Business Relationship Management is _________. Coordinating with suppliers to ensure service delivery by the provider Ensuring all service level agreements have been met Understanding the needs of the customer by the service provider Defining the service warranty to prevent customer dissatisfaction. Which of the following is not a process that occurs in Service Strategy? Strategy Management Knowledge Management Service Portfolio Management Business Relationship Management. What is NOT a fundamental aspect of financial management?" Charging Accounting Budgeting Analysis. Which of the following should be elements of the service design package (SDP)? Service level requirements (SLRs) and a plan for the transition of the service Service level requirements (SLRs) and criteria for deeming tests to be successful A plan for the transition of the service and criteria for deeming tests to be successful Service level requirements (SLRs), a plan for the transition of the service, criteria for deeming tests to be successful, and an assessment of the readiness of the organization to use the service. Which of the following is NOT a Capacity Management subprocess? Continuity Capacity Management Business Capacity Management Component Capacity Management Service Capacity Management. What is NOT a purpose of Availability Management? To ensure business continuity plans are negotiated To ensure that service availability matches the targets in the service level agreement (SLA) To consider how quickly a service can be returned to its agreed-upon functionality To assess the impact of changes on the availability plan. Which process is concerned with managing the risks to services? Service Portfolio Management Availability Management Service Catalog Management Design Coordination. What process would be most likely to provide expertise in resolving issues regarding the performance of services and components? Supplier Management Service Catalog Management Capacity Management Availability Management. Which one of the following is an objective of Design Coordination? To review, measure, and improve the performance of all Service Design activities and processes To record service level requirements To align service level agreements and underpinning contracts To provide a single source of consistent information on all operational services . Which of the following statements about the Supplier Management process is correct? Supplier Management negotiates operational level agreements (OLAs) Supplier Management decides whether a service should be outsourced Supplier Management maintains information in a supplier and contract management information system Supplier Management negotiates service level agreements (SLAs). Which of the following areas would be assisted by the use of appropriate technology? Hardware, Software, Environmental, and Process design Hardware, Software, and Environmental design Software, Environmental, and Process design Software and Process design. Which of the following is NOT a recognized layer in a multilayer Service Level Agreement? Customer layer Service layer Corporate layer Configuration layer. What are the four Ps of Service Design? People, problems, processes, and partners Planning, perspective, position, and preparation People, processes, products, and partners People, partners, problems, and products. Which is NOT a responsibility of Service Catalog Management? Ensuring that all live services are recorded in the Service Catalog Ensuring that the contents of the service Catalog are accurate and up to date Ensuring that the SLAs are kept up to date Ensuring that it includes all services that are being transitioned or have been transitioned into the live environment. Which process is responsible for reviewing operational level agreements? IT Service Continuity Management Supplier Management Availability Management Service Level Management. Which of the following is the BEST description of a service level agreement? Agreement between two service providers regarding service targets Written agreement between the service provider and the customer defining key targets and the responsibilities of both parties Agreement between two functions in a service provider regarding service targets Agreement between a supplier and the customer about response and fix times. Which organizational roles or people should be able to read the information security policy? IT executives and the Information Security Management process owner only Senior managers only Information security management staff only All customers, users, and IT staff . When considering the 4 Ps of Service Design, what is the BEST description of the 4 Ps listed below? Four steps in Service Level Management Four major areas to be considered during service design Areas to be considered to achieve holistic service design Aspects covered by Supplier Management as "partners". Which one the following roles would be responsible for packaging, building, testing, and deploying new or changed services? Service Catalog manager Release and Deployment manager Transition Planning and Support manager Configuration Analyst. Which of the following statements regarding standard changes are NOT correct? They are approved by a delegated authority They take precedence over normal changes The are low risk They usually follow a change model. Which of the following is TRUE regarding the configuration management system (CMS)? The CMS should contain project plans and the user skills register. There should not be more than one CMS. The service knowledge management system (SKMS) is an integral part of the CMS. There should not be more than one configuration management database (CMDB). Which types of change would NOT normally be directly relevant to the Change Management process? Revision of existing service level agreements (SLAs) Changes to the data center configuration Changes to corporate strategy Retirement of a service. What is the BEST source of accurate information concerning the components of any given service? Change record Configuration Management System (CMS) Definitive Media Library (DML) Structure of the Service Level Agreement (SLA) . Which is TRUE with regard to the service knowledge management system (SKMS)? SKMS and Configuration Management System (CMS) are the same thing CMS is part of the SKMS CMS is controlled and documented; the SKMS is purely conceptual If you have a CMS, there is no need for an SKMS. Which of the following would NOT be found in the definitive media library (DML)? Release schedule for the software License documentation Software specifications Copies of proprietary software. Which statements is NOT correct regarding a change model? A change model should not include escalation procedures Standard change almost always uses a change model A change model can be used for emergency purposes A change model provides the steps to be followed when handling a certain type of change. Which is the CORRECT list of activities in Service Asset and Configuration Management (SACM)? Planning, identification, control, status accounting, verification, and audit Planning, identification, change, status accounting, verification, and audit Planning, identification, control, financial accounting, verification, and audit Planning, identification, control, status accounting, validation, and testing. What is NOT a Service Transition process? Service Level Management Service Asset and Configuration Management Change Evaluation Knowledge Management. What is NOT an element of the DIKW model? Design Information Knowledge Wisdom. When can early life support be considered successfully completed? When the project manager says it is successful When service targets have been confirmed and the project team has withdrawn its support When a preset date after implementation has been reached When service targets are being met consistently and the new service is being supported by Service Operation teams. Which of the following are outputs from the change advisory board (CAB)? Projected service outage (PSO) documentation, Approved RFCs, Meeting minutes, Change schedule Projected service outage (PSO) documentation, Approved RFCs, Meeting minutes Approved RFCs, Meeting minutes, Change schedule Projected service outage (PSO) documentation, Meeting minutes. Which roles could be members of the change advisory board (CAB)? Change manager Service owner, Change manager Capacity manager, Service owner, Change manager Capacity manager, Service Desk manager, Service owner, Change manager. Which of the following is a responsibility of the emergency change advisory board (ECAB)? To review all emergency changes after release To handle all high-priority changes To evaluate emergency changes and to decide whether they should be approved for implementation To prevent changes being implemented during busy periods . What is the best description of an incident model? Incident that can be resolved by the Service Desk Example of a typical incident used for training purposes Documented set of steps to be followed when dealing with a specific type of incident Desktop job aid provided for each service desk analyst. What is the best description of an event? Occurrence where a preset threshold has been breached When a work around has to be employed to restore normal service Occurrence of significance regarding a specific configuration item (CI) Formal presentation by the service provider to launch a new service. What is the best description of the purpose of Facilities Management? Manage the physical IT environment Perform procurement management Oversee the facilitation of customer outcomes Manage utility services such as network printing. If a monitoring tool detects a failure within the technical infrastructure, how soon should incident management be invoked? Immediately Once a user reports an issue to the Service Desk Once a service has been impacted Never, because if a workaround is available then no action is needed. What is not a benefit of using an incident model? Helps to capture valuable management information Ensures all incidents are easy to resolve Helps provide faster resolution of incidents Helps to achieve consistency in the handling of specific types of incidents. What is not a purpose of the Service Operation phase of the ITIL lifecycle? Manage the technology and applications being used to deliver services Deliver value to users and customers day-by-day Monitor the performance of configuration items in the live environment Complete user acceptance testing. What is the purpose of the Request Fulfillment process? Handling requests from customers for changes to service level agreements (SLAs) Handling service requests from users Ensuring all change requests are handled correctly Ensuring all service requests are fulfilled promptly. Which statement(s), if any, concerning Problem Management is correct? (1) Problem Management must submit the required RFCs through Change Management for the permanent resolution of faults (2) Problem Management provides valuable management information regarding the costs of resolving and preventing problems Only statement 1 Only statement 2 Both statements Neither of the statements. What is the best action that should be taken when a workaround has been found during Problem Management? Take no action until the underlying cause has also been found Close the problem record and put the details of the workaround in all the relevant incidents Update the open problem record with the details of the workaround and, if any related incidents are open, inform incident management that a workaround is now available Immediately raise a high-priority request for change (RFC) to have the workaround documented and to hasten the investigation of the underlying cause of the related incident. What is NOT correct concerning the Service Desk? Service desk analysts try to restore normal service as quickly as possible The Service Desk handles service requests and incidents The Service Desk is an ITIL function The Service Desk is a Service Operations process. The term IT Operations Controls refer to... Overseeing the technical and applications management functions Overseeing and monitoring of operational events and activities Functionality of an IT Service Management tool that facilitates the activities of Service Operation Processes and functions of the fourth stage in the service lifecycle. What is the benefit of using incident model? It prevents certain types of incidents from recurring It ensures that all incidents are easy to resolve Problems become easier to diagnose It helps achieve speed, consistency, and accuracy. What is the correct sequence of activities for incident handling? Identification, logging, categorization, investigation, diagnosis, prioritization, resolution, recovery, closure Identification, logging, categorization, prioritization, investigation, diagnosis, resolution, recovery, closure Identification, logging, diagnosis, categorization, prioritization, investigation, resolution, recovery, closure Identification, logging, investigation, categorization, prioritization, diagnosis, resolution, recovery, closure. What is the BEST example of a workaround? A data circuit has failed, resulting in response times being slower than the target in the SLA. While the incident is being resolved, the users continue working as best they can. The Service Desk temporarily reassigns prints to an alternative shared printer while a broken printer is being fixed The user undertakes some other work, while the Service Desk handles the incident that's been reported. The Tier 2 team makes a number of attempts to restore service and one attempt seems to work, but they don't know which one. What is the best description of a major problem review? A major problem review is usually conducted by the service desk manager with the service desk staff to go through the issues provided by the Tier 2 and Tier 3 teams. A major problem review is usually conducted by the problem manager and is held to learn lessons and improve future arrangements A major problem review is called by the IT director to apportion blame and to initiate appropriate disciplinary action through the HR department A major problem review is usually conducted by the change manager and takes place as part of the next regular change advisory board (CAB) meeting held after the resolution of the problem. Which stage of the service life-cycle includes the scope of service retirement and transfer of services between service providers? Service transition Service level management Service operation Service design . |
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