Chuck Willis
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ITIL study quiz

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Chuck Willis
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ITIL QUIZ 151-190

Frage 1 von 40

1

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

Wähle eine der folgenden:

  • A. Technology, Customer, User

  • B. Corporate, Customer, Service

  • C. Corporate, Customer, Technology

  • D. Service, User, IT

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Frage 2 von 40

1

What is most likely to cause a loss of faith in the Service Level Management process?

Wähle eine der folgenden:

  • A. Measurements that match the customer's perception of the service

  • B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

  • C. Inclusion of items in the SLA that cannot be effectively measured

  • D. Involving customers in drafting Service Level Requirements

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Frage 3 von 40

1

In which document would you expect to see an overview of actual service achievements against targets?

Wähle eine der folgenden:

  • A. Operational Level Agreement (OLA)

  • B. Capacity Plan

  • C. Service Level Agreement (SLA)

  • D. SLA Monitoring Chart (SLAM)

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Frage 4 von 40

1

Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

Wähle eine der folgenden:

  • A. Remediation Planning

  • B. Categorization

  • C. Prioritization

  • D. Review and Close

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Frage 5 von 40

1

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

Wähle eine der folgenden:

  • A. The ECAB considers every high priority Request for Change

  • B. Amongst the duties of the ECAB is the review of completed emergency changes

  • C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

  • D. The ECAB will be chaired by the IT Director

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Frage 6 von 40

1

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Wähle eine der folgenden:

  • A. Service Level Management

  • B. Change Management

  • C. Incident Management

  • D. Service Asset and Configuration Management

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Frage 7 von 40

1

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Wähle eine der folgenden:

  • A. Configuration Baseline

  • B. Project Baseline

  • C. Change Baseline

  • D. Asset Baseline

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Frage 8 von 40

1

Which of the following statements about Service Asset and Configuration Management is/are CORRECT?
1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time
2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control

Wähle eine der folgenden:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

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Frage 9 von 40

1

Which of the following is the BEST description of a relationship in Service Asset and Configuration
Management?

Wähle eine der folgenden:

  • A. Describes the topography of the hardware

  • B. Describes how the Configuration Items (CIs) work together to deliver the services

  • C. Defines which software should be installed on a particular piece of hardware

  • D. Defines how version numbers should be used in a release

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Frage 10 von 40

1

What is the name of the area where the definitive authorised versions of all media Configuration
Items(CIs) are stored and protected?

Wähle eine der folgenden:

  • A. Definitive Media Library

  • B. Definitive Software Store

  • C. Service Knowledge Management System

  • D. Software Secure Library

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Frage 11 von 40

1

Which model delivers a view of the services, assets and infrastructure?

Wähle eine der folgenden:

  • A. Incident Model

  • B. Problem Model

  • C. Configuration Model

  • D. Change Model

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Frage 12 von 40

1

Where would you expect incident resolution targets to be documented?

Wähle eine der folgenden:

  • A. A Service Level Agreement(SLA)

  • B. A Request for Change(RFC)

  • C. The Service Portfolio

  • D. A Service Description

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Frage 13 von 40

1

Which statement BEST represents the guidance on incident logging?

Wähle eine der folgenden:

  • A. Incidents must only be logged if a resolution is not immediately available

  • B. Only incidents reported to the Service Desk can be logged

  • C. All incidents must be fully logged

  • D. The Service Desk decide which incidents to log

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Frage 14 von 40

1

Which of the following would a Major Problem Review examine?

1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

Wähle eine der folgenden:

  • A. 1 only

  • B. 2 and 3 only

  • C. 1, 2 and 4 only

  • D. All of the above

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Frage 15 von 40

1

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Wähle eine der folgenden:

  • A. Categorization

  • B. Logging

  • C. Prioritization

  • D. Closure

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Frage 16 von 40

1

Which of the following can help determine the level of impact of a problem?

Wähle eine der folgenden:

  • A. Definitive Media Library (DML)

  • B. Configuration Management System (CMS)

  • C. Statement of Requirements (SOR)

  • D. Standard Operating Procedures (SOP)

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Frage 17 von 40

1

Identify the input to the Problem Management process

Wähle eine der folgenden:

  • A. Request for Change

  • B. Problem Resolution

  • C. Incident Records

  • D. New Known Errors

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Frage 18 von 40

1

What are the two major processes in Problem Management?

Wähle eine der folgenden:

  • A. Technical and Service

  • B. Resource and Proactive

  • C. Reactive and Technical

  • D. Proactive and Reactive

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Frage 19 von 40

1

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Wähle eine der folgenden:

  • A. Service Level Management

  • B. Problem Management

  • C. Change Management

  • D. Event Management

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Frage 20 von 40

1

With which process is Problem Management likely to share categorization and impact coding systems?

Wähle eine der folgenden:

  • A. Incident Management

  • B. Service Asset and Configuration Management

  • C. Capacity Management

  • D. IT Service Continuity

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Frage 21 von 40

1

Which process will regularly analyze incident data to identify discernable trends?

Wähle eine der folgenden:

  • A. Service Level Management

  • B. Problem Management

  • C. Change Management

  • D. Event Management

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Frage 22 von 40

1

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Wähle eine der folgenden:

  • A. Availability Management

  • B. Demand Management

  • C. Financial Management

  • D. Service Level Management

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Frage 23 von 40

1

As a strategic tool for assessing the value of IT services, Financial Management applies to which of
the following service provider types?

1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider

Wähle eine der folgenden:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

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Frage 24 von 40

1

Which of the following statements is CORRECT?

Wähle eine der folgenden:

  • A. IT Service Continuity Management can only take place once Business Continuity Management has been established

  • B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

  • C. Business Continuity Management and IT Service Continuity Management must be established at the same time

  • D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

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Frage 25 von 40

1

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

Wähle eine der folgenden:

  • A. The Asset Register

  • B. The Service Knowledge Management System

  • C. The Known Error Database

  • D. The Information Management System

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Frage 26 von 40

1

Which of the following is NOT an objective of Continual Service Improvement?

Wähle eine der folgenden:

  • A. Review and analyse Service Level Achievement results

  • B. Identify activities to improve the efficiency of service management processes

  • C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

  • D. Conduct activities to deliver and manage services at agreed levels to business users

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Frage 27 von 40

1

Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

Wähle eine der folgenden:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

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Frage 28 von 40

1

Customer perceptions and business outcomes help to define what?

Wähle eine der folgenden:

  • A. The value of a service

  • B. Customer satisfaction

  • C. Total Cost of Ownership (TCO)

  • D. Key Performance Indicators (KPIs)

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Frage 29 von 40

1

What type of improvement should be achieved by using the Deming Cycle?

Wähle eine der folgenden:

  • A. Rapid, one-off improvement

  • B. Return on investment within 12 months

  • C. Quick wins

  • D. Steady, ongoing improvement

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Frage 30 von 40

1

"Planning and managing the resources required to deploy a release into production" is a purpose of
which part of the Service Lifecycle?

Wähle eine der folgenden:

  • A. Service Operation

  • B. Service Strategy

  • C. Service Transition

  • D. Continual Service Improvement

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Frage 31 von 40

1

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Wähle eine der folgenden:

  • A. Service Strategy

  • B. Continual Service Improvement

  • C. Service Operation

  • D. Service Design

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Frage 32 von 40

1

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Wähle eine der folgenden:

  • A. Continual Service Improvement

  • B. Service Strategy

  • C. Service Design

  • D. Service Transition

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Frage 33 von 40

1

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Wähle eine der folgenden:

  • A. Do

  • B. Perform

  • C. Implement

  • D. Measure

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Frage 34 von 40

1

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Wähle eine der folgenden:

  • A. Plan

  • B. Do

  • C. Check

  • D. Act

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Frage 35 von 40

1

Which of the following is NOT one of the five individual aspects of Service Design?

Wähle eine der folgenden:

  • A. The design of the Service Portfolio, including the Service Catalogue

  • B. The design of new or changed services

  • C. The design of Market Spaces

  • D. The design of the technology architecture and management systems

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Frage 36 von 40

1

Which of the following is NOT a characteristic of a process?

Wähle eine der folgenden:

  • A. It is measurable

  • B. Delivers specific results

  • C. Responds to specific events

  • D. A method of structuring an organization

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Frage 37 von 40

1

Which of the following CANNOT be stored and managed by a tool?

Wähle eine der folgenden:

  • A. Knowledge

  • B. Information

  • C. Wisdom

  • D. Data

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Frage 38 von 40

1

There are four types of metrics that can be used to measure the capability and performance of
processes. Which of the four metrics is missing from the list below?
1. Progress
2. Effectiveness
3. Efficiency
4. ?

Wähle eine der folgenden:

  • A. Cost

  • B. Conformance

  • C. Compliance

  • D. Capacity

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Frage 39 von 40

1

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Wähle eine der folgenden:

  • A. The Service Level Manager

  • B. The IT Service Continuity Manager

  • C. The Service Catalogue Manager

  • D. The Supplier Manager

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Frage 40 von 40

1

Which of the following statements is CORRECT?

Wähle eine der folgenden:

  • A. IT Service Continuity Management can only take place once Business Continuity Management has been established

  • B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

  • C. Business Continuity Management and IT Service Continuity Management must be established at the same time

  • D. IT Service Continuity Management is not required when IT is outsourced to a third party provider

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