______ create value, remove risk of ownership from customers, facilitate outcomes customers want to achieve, and reduce the effects ofconstraints Resources Services Systems Processes.
There are times when it is feasible to have more than one person accountable for an activity within a process. True False.
The RACI model is NOT used to identify which of the following roles? Who is resposible Who is accountable Who is consulted Who is charged.
Service assets can be best described as what? The organization's capital purchases The ability to provide service to external customers A set of organizational capabilities for providing value to customers in the form of services Any capability or resources of a service provider.
The function that is responsible to be the single point of contact between the service provider and the users is called what? IT Operations Management Service Desk Technical Management Applications Management.
Which stage of the service lifecycle is it determined what services are provided and to whom they are provided? Service Strategy Service Design Continual Service Improvement Service Operation.
To what does the term 'stakeholder' refer? The customers who found the service The users who use a service Anyone (e.g., User, Customer, Supplier...) with an interest in an organization, project, service, etc. The people performing the activities within a process.
Which of the following statements is correct? Capabilities are intangible and resources are tangible Capabilities are tangible and resources are intangible Capabilities and resources are both tangible Capabilities and resources are both intangible.
To what does the phrase "those who buy goods or services" refer? Customers Users Service providers Suppliers.
What is the major output of service strategy? Service lists Service Level Package Service Level Agreements Operational services.
Describe, usando tus propias palabras, lo que es una parte interesada (stakeholder). Cita dos ejemplos en el contexto de una ONG que lidiacon la pobreza infantil y describe brevemente sus roles a la hora de justificar sus papeles como stakeholders.
Cuando hablamos de un resultado, ¿por qué es importante diferenciar entre el resultado esperado (intended result) y el obtenido (actual result). ¿Por qué es importante separarlos?.
____ is a set of specialized organizational capabilities for providing value to customers in the form of services. Service Management Information Technology Technology Management Service.
Why might an organization want to use ITIL®? ITIL® is published good practice ITIL® is a validated framework ITIL® provides a basis on which to improve All of them are correct.
ITIL® is a stand-alone, totally inclusive framework that eliminates the need to consider any other standard. True False.
The ITIL® core volumes include Service Strategy, Service Design, Continual Service Improvement and what other volumes?
1. Service Optimization
2. Service Operation
3. Service Release
4. Service Transition 1 and 3 2 and 4 1 and 4 4 only.
There are times when it is feasible to have more than one person accountable for an activity within a process. False True.
Which of the following is NOT a characteristic of a process? Responds to a specific event (trigger) It is timely It is measurable and therefore performance driven It provides a specific output to a customer.
What is the term defined by "units of organization specialized to perform certain types of work and responsible for specific outcomes?" Processes Functions Services Service Management.
The RACI Model is NOT used to identify which of the following roles? Who is responsible Who is charged Who is accountable Who is consulted.
What is the term defined by "structured set of activities designed to accomplish a specific set of objectives?" Function Service Process Resource.
What is the major output of Service Strategy? Service Lists Service Level Package (SLP) Service Level Agreement (SLA) Operational Services.
What is the purpose of Service Strategy? To provide the ability to think and act in a strategic manner To determine how to pay for services To justify ITIL® throughout the organization To ensure accountability of actions to an organization's shareholders.
Service Assets can best be described as what? The organization's capital purchases The ability to provide service to external customers A set of organizational capabilities for providing value to customers in the form of services Any capability or resources of a service provider.
Which of the following statements about value is most correct? The Service Provider determines the value of services The value of a service is determined by the customer Value of a service cannot be determined The customer's view of value is irrelevant.
Service Assets consist of what? Processes and functions Utility and Warranty Capabilities and Resources Financial Capital, infrastructure, applications and information.
Which of the following statements is correct? Capabilities are intangible and resources are tangible. Capabilities are tangible and resources are intangible. Capabilities and resources are both tangible. Capabilities and resources are both intangible.
The value of a service is described in terms of what? Form and function Capabilities and resources Utility and Warranty Applications and systems.
Utility is best described as what? A promise or guarantee chat a product or service will meet its requirements The functionality offered of a product or service. The added value that a service delivers to customers. None of them.
A service works exactly as described but fails often due to lack of capacity. This is an example of what? High utility and high warranty High utility and low warranty Low utility and high warranty Low utility and low warranty.
A service that delivers the basic outcomes desired by one or more customers is what? Supporting Service Enabling Service Enhancing Service Core Service.
Which of the following is NOT a processes within Service Strategy? Service Portfolio Management Service Catalog Management Demand Management Financial Management.
What is the purpose of Service Portfolio Management (SPM)? Manage the Service Portfolio Maximize return at an acceptable risk Ensure proper governance of IT resources Match IT capabilities with demand for services.
Which of the following is NOT a question answered by the Service Portfolio? How should our resources and capabilities be allocated? What is the availability of these services? What are the pricing or charge back models? Why should a customer buy these services?.
The Service Pipeline is The list of services being considered as well as services in operation The list of services being considered before they go into operation The pipeline of requirements that should be considered for a new service The demand for application development resources.
Which of the following is NOT a part of the Service Portfolio? Service Specifications Service Pipeline Service Catalog Retired Services.
Which Demand Management focus involves the use of Patterns of Business Activity and
User Profiles? Current Tactical Strategic Operational.
Which Demand Management focus involves the use of differential charging to encourage customers to use IT services at less busy times? Tactical Strategic Current Operational.
What are some possible sources of demand? People Processes Applications All of them.
The Service Portfolio documents services in terms of Outcomes Demand Values Capabilities.
Which Service Strategy process has determining PBAs as an activity? Demand Management Service Portfolio Management Strategy Management Financial Management.
What is the major input to Service Design? Service Design Package (SDP) Service Transition Package (STP) Service Level Package (SLP) Service Package (SP).
What is the major output from Service Design to Service Transition? Service Design Package (SDP) Service Transition Package (STP) Service Level Package (SLP) Service Package (SP).
The purpose of Service Design is best described as what? To ensure value through the proper implementation of the functionality of a service The design of new or changed services for introduction into the live environment To ensure that cost-justifiable availability and capacity exist for current and future services To provide a logical model of the IT infrastructure and the relationships between components, applications, systems and services.
The 4 Ps of Service Design include People, Products, Partners, and what other item? Vendors Positions Technology Processes.
Ensuring that an entire service can be implemented, transitioned, and operated efficiently and effectively describes what? Five Aspects of Design 4 Ps of Service Design Functional specifications None of them.
The Five Aspects of Design include which of the following?
1. People
2. Service Solution
3. Service Management systems and tools
4. Processes
5. Technology and architectures
6. Requirements and specifications
7. Measurements and metrics 1, 3, 4, 5, 6 2, 3, 4, 5, 6 1, 3, 4, 6, 7 2, 3, 4, 5, 7.
7. The Service Design Package (SDP) is best described as what? A description of the 4 Ps of Service Design A set of documents defining all aspects of an IT service and its requirements though each stage of its lifecycle Everything necessary for the build, test, implementation and deployment of a service The business requirements for a new or changed service.
The Service Design Package includes the service functional requirements, service design and topology, and what else?
A. Service Level requirements
B. Service and operational management requirements A B Both A and B Neither A nor B.
As an aspect of design, Service Management systems and tools might include what? Service Portfolio Management requirements Processes People.
1. Service Level Management (SLM) represents IT as a service provider and Represents business interests to IT Manages the Service Desk Guarantees delivery of capabilities to the customer Improves all processes based on a continual improvement focus.
Service Level Agreements should be consistent throughout the organization for all customers for all services. True False.
The two views into the Service Catalog include: Vendor Catalog and User Catalog Business Service Catalog and Technical Service Catalog User Service Catalog and Business Service Catalog Technical Service Catalog and Vendor Catalog.
Availability efforts are always reactive True False.
The term given for the business critical elements of a business process is called what? Business Priority Critical Business Activity Critical Business Function Vital Business Function.
What is the name given for the system that holds Availability Management reports, the Availability Plan, Availability Design Criteria, and the Availability Testing Schedule? Configuration Management System (CMS) Availability Management Information System (AMIS) Capacity Management Information System (CMIS) Availability Support System.
What is the term used for the ability of a service, component, or CI to perform its agreed function when required? Availability Reliability Maintainability Serviceability.
What process provides a point of focus and management for all capacity and performance-related issues, relating to both services and resources? Demand Management Capacity Management Availability Management Service Level Management.
What is the name given for the system that holds forecasts, the Capacity Plan and capacity and performance reports, and data? Capacity Management Information System (CMIS) Configuration Management System (CMS) Availability Support System Availability Management Information System (AMIS).
What is the name of the process that aligns IT security with business security to ensure information security is effectively managed? Access Management Information Security Management Availability Management Network Security Management.
What is the name of the process that is responsible for maintaining the ongoing recovery capability within the IT services and their supporting components? IT Service Continuity Management IT Service Risk Management Disaster Management Risk Management.
The main input to Service Transition is what? Service Transition Package (STP) Service Level Package (SLP) Service Package (SP) Service Design Package (SDP).
The main output from Service Transition is what? Service Transition Package (STP) Service Level Package (SLP) Service Package (SP) Service Design Package (SP).
The purpose of Service Transition is what? To manage the transition for a new or changed service into production To ensure that all changes follow standardized processes and procedures To ensure that a new service can be properly supported until Service Operation can support the service on its own To ensure that services can be deployed into operation with minimal risk.
What is described by the overlap between Service Transition and Service Operation to ensure that a service is adequately supported until Service Operation can support the service on its own? Organizational Overlap Early Life Support Deployment Release Considerations.
What would NOT be stored in the Definitive Media Library (DML) Definitive versions of electronic media Master copies of software Master copies of software documentation Backups of application data.
Which of the following is NOT an objective of Service Transition? To ensure there is minimal unpredictable impact on the production services, operations, and support organization To increase proper use of the services, underlying applications, and technology solutions Create a logic model of the IT infrastructure relating components, applications, systems, and services Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the Service Transition plans.
Which of the following is NOT a goal of Service Transition? To reduce variations in the predicted and actual performance of the transitioned services Reduce the known errors and minimize the risks from transitioning the new or changed services into production Both of them None of them.
Which process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes? Change Management Release and Deployment Management Knowledge Management Service Asset and Configuration Management.
All changes should be treated the same, regardless of complexity, scope, or risk. True False.
What is the term used for the explicit plans that are made for all changes in the event of a change failure? IT Service Continuity Management Remediation Planning Back out Planning Post Implementation Review.
The CAB is responsible for what?
Evaluating high-impact requests for change Performing a Post Implementation Review of all changes Evaluating all requests for change Informing the business of impending outages to implement changes.
Emergency Changes have no place in Change Management. True False.
What is the name of the process that provides a logical model of the IT infrastructure and holds its data in the CMS? Service Modeling Service Asset and Configuration Management Release and Deployment Management Demand Management.
Before an Emergency Change is implemented, the CAB must be convened. True False.
What is the name given for the place where definitive versions of software and other media are stored? Federated Database Definitive Media Library Definitive Software Library Software Catalog.
What is a Release Unit? A tested unit of code All of the hardware and software that make up a service A set of packages that is installed to support a service The portions of the IT infrastructure that are normally released together.
Which of the following cannot be stored in a database or management system? Knowledge Wisdom Data Information.
What is the order of the Knowledge Spiral (DIKW Model)? Collection-> Correlation-> Normalization->Analysis Data-›Knowledge-> Wisdom-›Information Data-> Knowledge-> Information-›Wisdom Data-›Information->Knowledge-> Wisdom.
Service Operation is where the ______ is delivered to the customer and the _______ of the organization is executed. service, coordination value, strategy application, availability Service Transition Package (STP), Service Level Package (SLP).
The main input to Service Operation is what? Service Performance Reports
Service Transition Package (STP) Service Package (SP) Service Level Package (SLP).
The main output of Service Operation is what? Service Performance Reports Service Transition Package (STP) Service Package (SP) Service Level Package (SLP).
The purpose of Service Operation is what? To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels. Restore service as quickly as possible Be the single point of contact between IT and users Ensure services are constantly aligned and realigned to the needs of the business.
What types of communication might be useful in Service Operation? Routine operational communication Reporting Communication relating to changes, exceptions and emergencies All of them.
In addition to the balance between Responsiveness and Stability, from the following list, which is NOT one of the other balance factors? Cost and Quality Internal View and External View Communication and Reporting Reactive and Proactive.
What is the primary purpose of Incident Management? Remove problems and errors from the infrastructure Be the first point of contact for all calls from users Restore normal operation as quickly as possible Ensure best possible levels of availability.
Incident models help to ensure what? All incidents can be resolved quickly Problems can be removed from the environment Common incidents can be resolved through pre-defined steps Workarounds are available for all incidents.
Urgency and Impact determine what? Work order number Priority Escalation Resolution Timescales.
The term used when an incident is forwarded to a specialized team is called what? Functional Referral Functional Escalation Hierarchy Escalation Worked Balancing.
The term used when an incident is forwarded to someone with more authority is called what? Functional Referral Functional Escalation Hierarchic Escalation Workload Balancing.
The process responsible for handling requests from the user is known as: Change Management Request Management Incident Management Request Fulfillment.
Which of the following is an example of a Service Request? A request to change the functionality of an application A request for a new application to be developed User requests the memory on his or her computer be upgraded A request for a memory upgrade on a server.
The process that is responsible to identify and remove errors from the infrastructure is what? Problem Management Error Control Error Management Incident Management.
Which group outside of IT would be useful for Access Management to have a relationship with? Finance Procurement Sales Human Resources.
A temporary resolution to resolve an incident is known as what? Change Workaround Problem Model Fix.
11. Service Operation processes include Incident Management, Event Management and Problem Management. What processes are missing from this list? Access Management and Availability Management Access Management and Request Fulfillment Access Management and Capacity Management Request Management and User Management.
Which of the following is a function within Service Operation? Service Desk Vendor Management Request Fulfillment Capacity Management.
The Applications Management function includes the teams that are responsible for applications development. True False.
The function that is responsible to be the single point of contact between the Service Provider and the users is called what? IT Operations Management Service Desk Technical Management Applications Management.
The function that is responsible for managing incidents and calls is called what? IT Operations Management Service Desk Technical Management Applications Management .
Which of the following is not a Service Desk Structure? Local Service Desk Central Service Desk Virtual Service Desk Help Desk.
What is the term used for users with exceptional knowledge of a service that may assist the Service Desk with service-related issues? Trained Users Super Users Special Users Application Developers.
What things must the Service Desk have access to in order to be most efficient and effective? All incident records Know Errors CMS All of them.
The function that is responsible for providing technical skills in support of
IT Services and management of the IT infrastructure is called what? Service Desk Applications Management Technical Management IT Operations Management.
The function that is responsible for managing applications throughout their lifecycle is called what? Applications Management Technical Management IT Operations Management Service Desk.
IT Operations Management includes what other two functions?
Job Scheduling and Batch Management Operations Control and Facilities Management Capacity Management and Availability Management Service Desk and Request Fulfillment.
These are used to establish a basis for later comparison: Baselines Snapshots Artifacts Trend Analysis.
Which of the following is not a type of metric defined within CSI? Process Metrics Service Metrics Technology Metrics Component Metrics.
The difference between the benefit achieved and the amount expended to achieve the benefit, expressed as a percentage, is called what? Improvement Value Of Investment (VOI) Benefit Return On Investment (ROI).
Gains achieved through realization of improvements, usually, but not always, expressed in monetary terms is called what? Value Of Investment (VOI) Benefit Return On Investment (ROI) Improvement.
Activities for Continual Service
Improvement come naturally and do not have to be deliberately planned in the Service Lifecycle. True False.
Which of the following is not a reason to measure? Intervention Justification Direction Improvement.
What are the steps in order of the Deming Cycle? Plan, Check, Do, Act Plan, Do, Act, Check Plan, Do, Check, Act Plan, Act, Check, Do.
Which of the following is not within the scope of Continual Service Improvement? Continual collection of requirements to improve services Maturity of the enabling of IT processes for each service in the Service Lifecycle Overall health of ITSM as a discipline Continual alignment of the portfolio of IT services with the business needs.
The value to business of Continual Service Improvement includes what? Lowering costs Improving Value on Investment (VOI) Improving service, quality and satisfaction All of them.
Metrics as defined within Continual Service Improvement can be qualitative but not quantitative. True False.
The 7-step Improvement Process fits within which model? Service model D-I-K-W model Incident model None of the options.
How many steps are in the 7-step Improvement Process? 6 7 8 3.
Which step of the 7-step Improvement Process is commonly overlooked? Gather the data Analyze the information and data Process the data Implement improvement.
Which step is after the step of "Implement improvement" in the 7-step Improvement Process None, the process is complete Identify the strategy for improvement The process starts again with gathering the data Optimization of services.
Which step follows "gather the data" in the 7-step improvement process? Identify the strategy for improvement Analyze the information and data Process the data Present and use the information.
When should tools be implemented to support IT Service Management processes? As soon as possible During the design of the supporting processes Once the process has been designed and the purpose of the tools to support the process is well understood IT Service Management does not require any support from underlying tools or technology.
Which of the following is not an example of Service Strategy tools? Software Distribution tools Queueing tools Decision trees Forecasting tools.
Service Automation assists with which of the following? Speeding up all processes to support services Improving the utility and warranty of a service Automating all processes to support a service Reducing the dependency of users to support the processes.
Service Design tools help to do what? Ensure standards and conventions are followed Implement applications more quickly Monitor services Respond to incidents effectively.
Tools in Service Design assist with the design of what? Environment Data Hardware and Software All of the options are correct.
Which of the following is not an example of a Service Transition tool? Tools to automate workflow Software distribution tools Content Management System Event monitoring tools.
When considering tools for Service
Operation, considerations should be made to find the best tools in the market and integrate them all together after the CMDB has been selected and installed. True False.
Which of the following is the BEST definition of a function? a) It is specialized to perform only one task as a separate entity b) It is self-contained with capabilities and resources necessary for its performance c) It is repeatable and becomes manageable d) It is performance driven and must be able to be measured.
A support analyst has a 'C' and 'R' against their name in the RACI matrix for the process of incident management. What does this mean? They are the customer contact and are responsible They will need to be consulted and are responsible They will need to be consulted and are retained They will need to be communicated to, and are registered.
Which of the following activities is a process practitioner responsible for?
1. Documenting and publicizing the process
2. Carrying out the process activities
3. Meeting the required key performance indicators (KPIs)
4. Creating or updating records to show that activities have been carried out correctly a) 1 and 3 only b) 2 and 3 only c) 2, 3 and 4 only d) All of the above.
Which of the following is a service owner accountable for? a) Carrying out the operational activities to support the service b) Ownership of a service regardless of its underpinning components c) Ownership of a service for all the internally managed components of that service d) Ensuring that the targets contained within a service level agreement are met.
Which of the following is the BEST definition of a supporting service? a) A service that is delivered between departments or business units in the same organization b) A service that is delivered to external customers c) A service that is not directly used by the business, but is required to provive the overall service d) A service that is provided by an internal service provider.
Which of the following activities is NOT a key part of the service strategy lifecycle stage? Establishing the service design package (SDP) Setting policies and objectives Agreements on resource allocation Establishing the service portfolio.
Which of the following are valid components of value?
1. Whether the service achieves its agreed outcomes
2. Customer perceptions of the delivered service
3. Customer preferences of the service
4. Understanding the risk of the service a) 1 only b) 1 and 4 only c) 1, 2 and 3 only d) All of the above.
When a service is in its requirements stage, where should it be placed in the service portfolio? a) In the service catalogue b) As a retired service c) In the pipeline d) It should not go in the service portfolio at this stage.
Which of the following should be included in the business case?
1. Business impact
2. Risks and contingencies
3. Costs and benefits
4. Solution specification 1, 2 and 4 only 3 and 4 only 1, 2 and 3 only All of the above.
Which of the following is NOT an objective of service design? To design services to realize the service provider's strategy To design the organizational structure for the operation of a high-quality service To design the measurement methods and metrics in order to assess the effectiveness of service design To design efficient and effective processes for the design, transition, operation and improvement of high-quality IT services.
Which of the following is the BEST description of a service level agreement? a) The organization supplying services to one or more internal customers or external customers b) An agreement between a service provider and the customers of the service which details the services, their targets and the responsibilities of both parties c) An underpinning agreement between an IT service provider and another part of the same organization that assists with the provision of services d) An agreement between a service provider and project teams which details the intended delivery of projects into service .
Which of the following is NOT one of the aspects of service design? a) The partners responsible for the service design b) The technology and management architecture c) The measurement methods and metrics d) The processes required .
Which process controls all activities and processes during service design? a) Transition planning b) Service level management c) Risk management d) Design coordination .
Which of the following terms is often used to describe reliability? a) Mean time between service incidents (MTBSI) b) Mean time to restore service (MTRS) c) Downtime d) Serviceability .
Which of the following are the main objectives of the service transition phase of the lifecycle
1. To ensure the service changes create the expected business value
2. To manage the risks related to the new services as they transition into production
3. To ensure that the services can be used in accordance with the requirements stated within the original service requirements
4. To provide the business with the details of the changing business processes, and carry out subsequent training of these business operational changes 1 and 4 only 2 and 3 only 1, 2 and 3 only All of the above .
Which of the following are valid items that could be stored in the SKMS?
1. The configuration management system
2. The service portfolio
3. Service level agreements
4. The definitive media library All of the above None of the above 1, and 4 only 1, 3 and 4 only.
Which of the following is the BEST description of the configuration management system? a) A set of tools, data and information that is used to support service asset and configuration management b) A component that needs to be managed in order to deliver an IT service c) The tools and databases that are used to manage the organization's knowledge and information throughout the whole of the service lifecycle d) A single repository holding details of the service model and the relationships between the different components of that service .
Which of the following describes remediation for a change or release? a) Invocation of the ITSC plan b) Taking appropriate recovery action following failure of the change or release c) Assurance that an emergency change is approved d) Predefining steps that should be taken to handle this type of change .
Which of the following is NOT a valid change type? Emergency Standard Normal Change proposal.
Which of the following is the appropriate sequence for the phases of release and deployment? a) Plan, do, check, act b) Release and deployment planning, release build and test, deployment, review and close c) Release build and test, deployment, release and deployment planning, review and close d) Review and close, release and deployment planning, release build and test, deployment.
Which of the following is the PRIMARY objective of service operation? a) To ensure that the services are designed to meet the stated business objectives and that the four Ps have been considered b) To ensure that the service can be used in accordance with the requirements and constraints specified within the service requirements c) To carry out activities and processes required to deliver and manage services at agreed levels d) To manage the technology that is used to deliver and support the services .
Which roles within the organization will take responsibility for carrying out the activities within the incident management process?
1. The incident management process owner
2. The service desk
3. Technical management
4. Application management a) 1 only b) 2 only c) 2, 3 and 4 only d) 1 and 2 only .
Which of the following is the PRIMARY purpose of problem management? a) To understand the root cause of one or more incidents and identify a fix b) To manage major incidents c) To restore service as quickly as possible and minimize the adverse impact on business operations d) To provide a workaround on all problems.
In which of the following circumstances should an incident be generated following an event notification? An incident should always be raised following an event An incident should never be raised following an event An incident should be raised following an alert An incident should be raised when there has been a disruption to service.
Which of the following is NOT a valid type of service desk described within ITIL service operation? Local service desk Centralized service desk Technical service desk Virtual service desk.
When an incident is logged the service desk should give it a priority rating. What is this based on? The speed with which it can be resolved Its impact on business operation and its urgency The customer's perception of priority Whether there is a problem record related to it .
What is contained within the 'Do' stage of the Deming Cycle? a) A gap analysis is performed and the steps for closing the gaps defined b) The actual implementation of the improvement initiative, and establishment of the smooth operation of the process c) Implementing the service or process improvements and establishing whether further work is necessary to close any remaining gaps d) Monitoring, measuring and reviewing the services and service management processes that were targeted for improvement.
When using the seven-step improvement process, which of the following pieces of information is useful when determining the strategy for improvement?
1. Organizational vision
2. Incident management data
3. Problem management data
4. Strategy of the organization 1 and 4 only 2 and 3 only None of the above All of the above .
In the continual service improvement approach, once all the measurements and metrics have been collated to confirm that the desired end result has been achieved, what activity should then take place? a) In order to close off the improvement activity a confirmation of achievement of the business case should follow b) Capture the baseline assessments so that they can be used for later comparison c) Agree what needs to occur to ensure that the momentum for quality improvement is maintained d) Understand the high-level business objectives to ensure that the vision has been captured.
Which of the following is NOT a type of metric which can be used to support continual service improvement activities? Service metrics Technology metrics Process metrics Critical success factor (CSF) metrics.
What is the MAIN purpose of the CSI register? To capture a baseline for future opportunities To record all key performance indicators for each process To give visibility to, and to record all improvement opportunities To log all changes resulting from service improvement initiatives.
Which of the following are advantages of automation?
1. The capacity of automated resources can be more easily adjusted
2. Automation presents a good basis for measuring and improving service processes
3. Many activities require computing power that is beyond the power of human agents
4. Automation can be a means for capturing the knowledge required for a service process 1 and 2 only 1, 2 and 3 only 3 and 4 only All of the above.
When the customer is supported by technology alone from its service provider, this is known as what? Discovery technology Remote support Self-service Diagnostic utilities.
Which process has PRIMARY responsibility for establishing and maintaining the relationship between the service provider and its customer? Problem management Change management Business relationship management Service portfolio management .
Which of the following is NOT within the scope of problem management? To assess the impact and urgency of incident tickets To determine resolution for underlying issues Implementation of resolution through the correct control procedures Pro-active identification of recurring incidents .
Which of the following would be an appropriate type of service level agreement? Contract level Technology level Corporate level Operational level.
Which of the following roles would be valid members of a change advisory board (CAB) meeting?
1. Suppliers
2. Change manager
3. Service owner
4. Release manager 1, 2 and 3 only 2, 3 and 4 only 2 and 4 only All of the above.
What is the main activity used to help the IT service provider understand and plan for a workload profile? a) Developing the requirements for service utility b) Providing the appropriate value from the service level package c) Understanding the value that IT needs to give to the business d) Understanding patterns of business activity.
Which of the following are the main objectives for the service desk?
1. To provide management information
2. To restore normal service to the users as quickly as possible
3. To manage the incident through its lifecycle
4. To prevent problems and resulting incidents from happening 1,2 and 4 only 3 and 4 only 1, 2 and 3 only All of the above.
Who is accountable for ensuring that a process is performing to the agreed standards? a) The process manager b) The process owner c) The service owner d) The process practitioner.
Which of the following is the BEST description of an internal service? a) A service providing a value but taking away the ownership of risk and cost for the customer b) A service delivered between departments in the same organization c) A service delivered to customers who are not directly part of the organization d) A service not directly used by the business but required to provide the overall service.
Which of the following statements BEST describes the difference between an operational level agreement (OLA) and an underpinning contract (UC)? a) The OLA is an underpinning agreement with legally binding terms whereas the UC supports the SLA, and is therefore not b) The OLA is an internal document that defines the working relationship between different groups within the service provider organization whereas the UC is a legally binding document for a supplier in support of the SLA c) The UC defines targets and responsibilities that are required to meet agreed service level targets in a service level agreement, whereas the OLA describes best endeavours for a service d) There are no differences between a UC and an OLA as they both support the SLA.
There are five aspects of a successful service design stage. Which aspect is missing from the list below?
1. The design of the management information systems and tools
2. The design of the technology and management architectures
3. The design of the processes
4. The design of the measurement methods and metrics a) The design of the service design package (SDP) b) The design of the documentation c) The design of the service solution d) The design of the business processes.
Which of the following is the CORRECT definition of a business case? a) The decision support and planning tool to predict the costs associated with the implementation of a new service b) A justification for a significant item of expenditure, which will include information about costs, benefits, options, risks and possible problems c) The quantification of the costs of each service and how each service is consumed d) The documentation which demonstrates the visibility and accountability of each business unit.
The release package is an output from which phase of the service lifecycle? Service strategy Service design Service transition Service operation.
Which of the following fonctions has a key objective to provide the technical expertise and specialized resources for the overall IT infrastructure, throughout the service lifecycle? a) Technical management b) IT operations c) Incident management d) Applications management.
Which of the following are valid service provider types?
1. A centralized services unit
2. An internal service provider
3. An external service provider
4. A shared services unit 1 and 4 only 2 and 3 only 2, 3 and 4 only All of the above.
Which of the following is NOT within the scope of the design coordination process? a) Maintenance of policies and standards for the service design activities b) Assistance and support of projects through the service design stage c) Management of any conflict for resources d) Assurance that both utility and warranty are tested.
In order to optimize the efficiency of the change process, many low-risk routine changes may be categorized as pre-authorized by change management, What type of change is this known as? a) A service request b) A change request c) A normal change d) A standard change.
What is contained within the definitive media library? a) Secure definitive authorized versions of both software and media CIs that have passed quality assurance checks b) The relationship model of all service assets, infrastructure and individual components that make up a service c) Secure definitive authorized versions of both software and media CIs that are waiting to pass quality assurance checks d) Secure backup tapes.
In which information source would you find a complete list of current improvement opportunities and their benefits? The continual service improvement (CSI) register A service improvement plan The business case The configuration management system (CMS).
Which of the following is the BEST description of why ITIL is so successful? a) ITIL has now been followed for more than 30 years, ensuring that risks are minimized and value is achieved in organizations b) ITIL represents a common framework of practices that unite all areas of IT service provision to deliver value to the business c) ITIL represents a proven methodology that provides an end-to-end delivery of quality services and value to the business d) ITIL is recognized as a worldwide standard of conformance to best practice that ensures that everyone in the organization uses the same terms and standards.
Which of the following is the first stage of the seven-step improvement process? a) Define what you will measure b) Identify the strategy for improvement c) Check the integrity of the data to be used for analysis d) Determine the baseline.
Which of the following are key elements that need to be defined as part of a process?
1. The activities contained within the process
2. The process policy
3. Roles within the organization that will need to carry out the process
4. Appropriate metrics for the process 1, 2 and 3 only 3 and 4 only 1, 2 and 4 only All of the above.
Which element of the DIKW model can NOT be supported by automation? Data Information Knowledge Wisdom.
What is the MAIN purpose of service transition planning and support? a) TO control the assets required to deliver the services to the organization, and ensure that accurate and reliable information is available b) To provide overall planning for service transition and coordinate the resources that they require c) To provide overall planning and guidance for all projects as they transition into service operation d) To identify, manage and control risks to minimize any adverse impact and disruption on service operation.
Which of the following tasks is IT operations NOT responsible for? Incident resolution Managing applications throughout their lifecycle Managing the facilities environment Monitoring events
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During the incident management process the service desk is often unable to resolve the incident themselves so they would escalate the incident to another specialist team, What type of escalation is this known as? a) Functional b) Hierarchic c) Problem management d) Call closure.
What type of categorization would be assigned to a supplier if they are providing a service that has medium risk and impact to the business and medium value and importance? a) Commodity supplier b) Operational supplier c) Tactical supplier d) Strategic supplier.
Which of the following are appropriate examples of a service request?
1. A password change or reset
2. A minor code change request from a user to modify a particular application
3. The relocation of some desktop equipment
4. A question requesting information 1, 2 and 3 only 2, and 4 only 1, 3 and 4 only All of the above.
Which of the following is the PRIMARY process for which a business impact analysis is required? Service level management Financial management IT service continuity management Request fulfilment.
Which of the following is a key guideline when preparing for automation? Amend the processes to reflect the tool Evaluate quality tools on the market Simplify the service processes Review any complicated tasks first.
In which stage of the service lifecycle is governance established? Service strategy Service design Service transition Continual service improvement.
Which functional group will normally take action on events? a) Incident management b) IT operations c) Service desk d) Problem management.
Which of the following are key elements that should be included within the service design package (SDP)?
1. Business requirements
2. Organizational readiness assessment
3. Testing plan
4. Service acceptance criteria 1, 2 and 4 only 2 and 4 only 1, 2 and 3 only All of the above.
Which of the following is the CORRECT sequence of activities during the incident lifecycle after the incident has been identified? OPTION 1
1 - Initial diagnosis and possible escalation.
2 - Incident categorization.
3 - Incident logging.
4 - Incident prioritization.
5 - Investigation and diagnosis.
6 - Incident closure.
7 - Resolution and recovery. OPTION 2
1 - Incident logging.
2 - Incident prioritization.
3 - Initial diagnosis and possible escalation.
4 - Investigation and diagnosis.
5 - Resolution and recovery.
6 - Incident categorization.
7 - Incident closure. OPTION 3
1 - Incident categorization.
2 - Incident logging.
3 - Incident prioritization.
4 - Initial diagnosis and possible escalation.
5 - Investigation and diagnosis.
6 - Resolution and recovery,
7 - Incident closure. OPTION 4
1 - Incident logging.
2 - Incident categorization.
3 - Incident prioritization.
4 - Initial diagnosis and possible escalation.
5 - Investigation and diagnosis.
6 - Resolution and recovery.
7 - Incident closure.
Which of the following will give an overall view of the periodic reports showing performance against all SLA targets? OLA chart SLAM chart RAG status Underpinning contract performance.
Which of the following is the PRIMARY objective of access management? a) To provide the right for users to be able to use a service at all times to support their business processes b) To align IT security with busines ssecurity and ensure that it is effectively managed c) To provide the appropriate right for users to be able to use a service or group of services d) To ensure that IT services can be resumed in the event of a disaster, within required and agreed business timescales.
To answer the question 'Where are we now?' in the continual service approach, we need to know: How we will keep the momentum going The current baseline assessments The business vision The new measurement targets.
Which service lifecycle publication provides guidance on testing? ITIL Service Operation ITIL Service Transition ITIL Service Design ITIL Service Strategy.
Which service operation function would contribute to the decision on whether to buy off-the-shelf software packages to support the business processes? The Service Desk Technical management Application management IT operations.
Which of the following statements is the CORRECT definition for warranty? a) The delivery of positive attributes of a service b) The service is assured, and no risks will be introduced into live services c) The service is fit for purpose d) The service will meet its agreed requirements.
Which of the following activities would NOT be completed as part of the change management process? Planning and controlling the change Management reportig for change Change decision-making and authorization Applying a fix for an emergency change.
Which of the following is NOT a process within service strategy? Service portfolio management Service catalog management Demand management Financial management.
Which of the following characteristics can be applied to a process:
1. Must have multiple inputs
2. Must be performance-driven or have some way of measurability
3. Must be documented
4. Must meet specific results, which are identifiable and countable
5. Must meet the expectations of customers, either internal or external
6. Must respond to specific triggers
7. Must have statically-assigned resources
(Coger con pinzas esta respuesta) All of them 2, 4, 5, 6 1, 2, 3, 4, 6 2, 3, 4, 5, 6.
To what does the statement "ensures that policies and strategy are actually implemented, and that required processes are correctly followed" refer? Assurance Governance Strategy Audit.
A business case can be described as what? None of the other options A core feature of a service The financial analysis for service management tools A justification for the spending on a service.
The ability of a service to meet appropriate levels of availability, capacity, continuity and security refers to what? Fit for purpose Warranty Utility Functionality.
What is the relationship between metrics and Key Performance Indicators (KPIs)? They are the same thing KPIs are the most important metrics that support CSFs They are unrelated All metrics are KPIs.
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