ITIL-QUIZZES-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

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

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

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

Who is responsible for the process results

A means to identify business imperatives that depend on service management, [blank_start]Business Case[blank_end] is a decision support and planning tool that projects the likely consequences of a business action?

"Increase market share" is a [blank_start]_______[blank_end] business objective

"Improve professionalism of organization" is a [blank_start]_______[blank_end] business objective

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

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

Which of the following statements is FALSE?

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.

The contents of a Service Package includes:

Which of the following statement is FALSE?

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

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

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

The processes included in the Service Strategy lifecycle phase are:

The primary goal of [blank_start]______[blank_end] is to provide strategic direction and management of investments into IT Service Management so that an optimum portfolio of services is continually maintained

Service Investments are split among _______ strategic categories

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

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

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

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

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

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

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

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:

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

Establish the reason for measurement

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

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

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

They are the actual readings taken based upon a specific metric