Iveth P
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QUIZZES ITIL PRIMER SEMESTRE 2019

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Iveth P
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ITIL-QUIZZES-1

Frage 1 von 34

1

Which of the following are characteristics of a process:
1. Measurable
2. Responds to a specific Event
3. Has customers
4. Leads to specific results

Wähle eine der folgenden:

  • 1 Only

  • 1 and 3 Only

  • 1, 2 and 3 Only

  • 1 and 4 Only

  • 1, 2, 3 and 4

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Frage 2 von 34

1

The phase of realizing the requirements from previous stages, and improving the capabilities for the transition of new and modified services to production

Wähle eine der folgenden:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement

Erklärung

Frage 3 von 34

1

A team of group of people and the tools they use to carry out one or more processes or activities, specialized in fulfilling a specified type of work, and responsible for specific end results

Wähle eine der folgenden:

  • Process

  • Function

  • Procedure

  • Norm

  • Rule

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Frage 4 von 34

1

These describe the "how", and can also describe "who" executes the activities. May include stages from different processes

Wähle eine der folgenden:

  • Process

  • Function

  • Procedure

  • Rule

  • Norm

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Frage 5 von 34

1

Who is responsible for the process results

Wähle eine der folgenden:

  • Process Operator

  • Process Manager

  • Process Owner

  • Process Operatives

  • CEO

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Frage 6 von 34

1

Wähle von der Aufklappliste, um den Text zu vervollständigen.

A means to identify business imperatives that depend on service management, ( Business Case, Return on Invesment, Cashflow, Profit and Loss Statement, Business Value ) is a decision support and planning tool that projects the likely consequences of a business action?

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Frage 7 von 34

1

Wähle von der Aufklappliste, um den Text zu vervollständigen.

"Increase market share" is a ( Operational, Financial, Strategic, Industry, Tactical ) business objective

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Frage 8 von 34

1

Wähle von der Aufklappliste, um den Text zu vervollständigen.

"Improve professionalism of organization" is a ( Operational, Financial, Strategic, Industry, Tactical ) business objective

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Frage 9 von 34

1

Is a concept for quantifying the value of an investment. Its use and meaning are not always precise
When dealing with financial officers?

Wähle eine der folgenden:

  • Business Value

  • Return on Invesment

  • Cashflow

  • Profit and Loss Statement

  • Business Case

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Frage 10 von 34

1

Describe a provider's services in terms of business value. It articulates business needs and the provider's response to those needs.

Wähle eine der folgenden:

  • Service Catalogue

  • Business Service Management

  • Service Portfolio

  • Inventory Services

  • None of the Above

Erklärung

Frage 11 von 34

1

Which of the following statements is FALSE?

Wähle eine der folgenden:

  • Functions refer to the logical grouping of roles and automated measures that execute a defined process, an activity or combination of both

  • The funtions within Service Operation are needed to manage the "steady state" operation IT enviroment.

  • A process manager is the person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process

  • All process should be measurable and performance driven (not just time, but measuring overall efficiency including cost, effort and other resource used).

  • Processes may define roles, responsibilities tools management controls, policies, standards, guidelines, activities and work instructions if they are needed

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Frage 12 von 34

1

Describes the positive effect on business processes, activities, objects and tasks, This could be the removal of constraints that improves performance or some other positive effect that improves the outcomes managed and focused on by the customer and business. This is generally summarized as being fit for purpose.

Wähle eine der folgenden:

  • Service Package

  • Service Level Package

  • Service Utility

  • Service Warranty

  • Service Portfolio Management

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Frage 13 von 34

1

The contents of a Service Package includes:

Wähle eine oder mehr der folgenden:

  • The core services provided

  • Any supporting services provided

  • The service Level Package

  • Request for Changes

  • None of the above

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Frage 14 von 34

1

Which of the following statement is FALSE?

Wähle eine der folgenden:

  • The primary objectives of Service Strategy is Design, develop and implement service management as a strategic asset and assisting growth of the organization

  • The primary objectives of Service Strategy is Develop the IT organization's capability to manage the costs and risks associated with their service porfolio.

  • The primary objectives of Service Strategy is Define the strategic objectives of the IT organization

  • The Service Design phase is concerned predominantly with the development of capabilities for Service Management, enabling these practices to become a strategic asset of the organization

  • A Service Package privides a detailed description of package of bundled services available to be delivered to Customers

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Frage 15 von 34

1

Designs the infrastructure, processes and support mechanisms needed to meet the Availability requirements of the customer

Wähle eine der folgenden:

  • Service Transition

  • Service Operation

  • Service Design

  • Service Strategy

  • Continual Service Improvement

Erklärung

Frage 16 von 34

1

Fundamental activities for Financial Management for IT Services is (are):

Wähle eine oder mehr der folgenden:

  • Funding

  • Component Demand

  • Service Capacity

  • IT Accouting

  • Chargeback

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Frage 17 von 34

1

The outcomes for existing services fall into 6 categories. Wha is this category?
Largely self contained, with well defined asset, process and system boundaries. These services are aligned with and are relevant to the organization's strategy

Wähle eine der folgenden:

  • Renew

  • Replace

  • Retain

  • Retire

  • Refactor

Erklärung

Frage 18 von 34

1

The processes included in the Service Strategy lifecycle phase are:

Wähle eine oder mehr der folgenden:

  • IT Service Continuity Management

  • Service Portfolio Management

  • Financial Management

  • Demand Management

  • Information Security Management

Erklärung

Frage 19 von 34

1

Wähle von der Aufklappliste, um den Text zu vervollständigen.

The primary goal of ( IT Service Continuity Management, Service Portfolio Management, Financial Management, Demand Management, Information Security Management ) is to provide strategic direction and management of investments into IT Service Management so that an optimum portfolio of services is continually maintained

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Frage 20 von 34

1

Service Investments are split among _______ strategic categories

Wähle eine oder mehr der folgenden:

  • Transform the Business (TTB)

  • Value to Customers (V2C)

  • Grow the Business (GTB)

  • Run the Business (RTB)

  • Renew the Business (RTB)

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Frage 21 von 34

1

Which of the following is NOT defined as a part of a typical process?

Wähle eine der folgenden:

  • Inputs

  • Metrics

  • Work instructions

  • Tools

  • Roles

Erklärung

Frage 22 von 34

1

Service design is the biggest phase in the ITIL lifecycle. IT encompasses eight processes, and each process looks at the service from a different facet. Which of the following is NOT included as a Service Design Process

Wähle eine der folgenden:

  • Service-Level management

  • Service Catalog management

  • Service asset and configuration management

  • Availability management

  • Supplier management

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Frage 23 von 34

1

Capabilities are direct representation of an organization's maturity, history, and its experience, Which of the following is NOT included as part of a Capabilities

Wähle eine der folgenden:

  • Management

  • Organization

  • Process

  • Infraestructure

  • Knowledge

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Frage 24 von 34

1

There are five aspects that service design must consider apart from the four Ps to ensure that a holistic view of services is taken rather than the individual elements of the service. Which of the following is NOT included as an aspect

Wähle eine der folgenden:

  • Service solutions for new or changed services

  • Management information systems and tools

  • Technology and management architectures

  • Funtions to evaluate and direct enterprise vision

  • Measurement methods and metrics

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Frage 25 von 34

1

An effective design needs to consider the entire landscape-past, present, and future- identify stakeholders, and plan for contigencies, among others. At a high level, there are four areas that need to be comprehended to develop an effective design. Which of the following is NOT included as a part of a these areas

Wähle eine der folgenden:

  • People

  • Process

  • Partners

  • Products

  • Politics

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Frage 26 von 34

1

Which of the following is NOT a type of change request:

Wähle eine der folgenden:

  • Normal Changes

  • Emergency changes

  • Standard Changes

  • Politics changes

  • None of the above

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Frage 27 von 34

1

Which of the following is NOT a phase of Release and Deployment Management

Wähle eine der folgenden:

  • Infrastructure sizing

  • Release and deployment planning

  • Release build and test

  • Deployment

  • Review and close

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Frage 28 von 34

1

A change in ITIL is defined as an activity performed (generally on a configuration item) that effects IT services (either positively or negatively). It coud be modification of existing configuration, additions, or decommissions. Which of the following is NOT an example:

Wähle eine der folgenden:

  • Managing conflicts with various teams, resources, schedules, and costs

  • Implementation of optic fiber internet service to the customer organization

  • Decommissioning of mainframe computers

  • Changing ownership of a core switch

  • Adding an IP to blacklist on firewall

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Frage 29 von 34

1

Service transition is a major Phase for ITIL applicability and popularity in terms of roles in organizations. Which of the following is NOT included as a Service Transition Process

Wähle eine der folgenden:

  • Service-Level management

  • Change Management

  • Service asset and configuration management

  • Knowledge management

  • Transition planning and support

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Frage 30 von 34

1

Establish the reason for measurement

Wähle eine der folgenden:

  • Objectives

  • Critical Success Factors

  • Key Performance Indicators

  • Metrics

  • Measurements

Erklärung

Frage 31 von 34

1

Define Specific things that must happen if objetives are to be achieved

Wähle eine der folgenden:

  • Key Performance Indicators

  • Objectives

  • Metrics

  • Critical Success Factors

  • Measurements

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Frage 32 von 34

1

They are metrics which specifically indicate progress or performance around or toward Critical Success Factors

Wähle eine der folgenden:

  • Metrics

  • Key Performance Indicators

  • Measurements

  • Objectives

  • Critical Success Factors

Erklärung

Frage 33 von 34

1

Are the definitions of what will be measured and how it will be measured

Wähle eine der folgenden:

  • Critical Success Factors

  • Measurements

  • Key Performance Indicators

  • Metrics

  • Objectives

Erklärung

Frage 34 von 34

1

They are the actual readings taken based upon a specific metric

Wähle eine der folgenden:

  • Objetives

  • Critical Success Factor

  • Key Performance Indicators

  • Metric

  • Measurements

Erklärung

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