Iveth P
Quiz by , created more than 1 year ago

QUIZZES ITIL PRIMER SEMESTRE 2019

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Iveth P
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ITIL-QUIZZES-1

Question 1 of 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

Select one of the following:

  • 1 Only

  • 1 and 3 Only

  • 1, 2 and 3 Only

  • 1 and 4 Only

  • 1, 2, 3 and 4

Explanation

Question 2 of 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

Select one of the following:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement

Explanation

Question 3 of 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

Select one of the following:

  • Process

  • Function

  • Procedure

  • Norm

  • Rule

Explanation

Question 4 of 34

1

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

Select one of the following:

  • Process

  • Function

  • Procedure

  • Rule

  • Norm

Explanation

Question 5 of 34

1

Who is responsible for the process results

Select one of the following:

  • Process Operator

  • Process Manager

  • Process Owner

  • Process Operatives

  • CEO

Explanation

Question 6 of 34

1

Select from the dropdown list to complete the text.

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?

Explanation

Question 7 of 34

1

Select from the dropdown list to complete the text.

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

Explanation

Question 8 of 34

1

Select from the dropdown list to complete the text.

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

Explanation

Question 9 of 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?

Select one of the following:

  • Business Value

  • Return on Invesment

  • Cashflow

  • Profit and Loss Statement

  • Business Case

Explanation

Question 10 of 34

1

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

Select one of the following:

  • Service Catalogue

  • Business Service Management

  • Service Portfolio

  • Inventory Services

  • None of the Above

Explanation

Question 11 of 34

1

Which of the following statements is FALSE?

Select one of the following:

  • 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

Explanation

Question 12 of 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.

Select one of the following:

  • Service Package

  • Service Level Package

  • Service Utility

  • Service Warranty

  • Service Portfolio Management

Explanation

Question 13 of 34

1

The contents of a Service Package includes:

Select one or more of the following:

  • The core services provided

  • Any supporting services provided

  • The service Level Package

  • Request for Changes

  • None of the above

Explanation

Question 14 of 34

1

Which of the following statement is FALSE?

Select one of the following:

  • 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

Explanation

Question 15 of 34

1

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

Select one of the following:

  • Service Transition

  • Service Operation

  • Service Design

  • Service Strategy

  • Continual Service Improvement

Explanation

Question 16 of 34

1

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

Select one or more of the following:

  • Funding

  • Component Demand

  • Service Capacity

  • IT Accouting

  • Chargeback

Explanation

Question 17 of 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

Select one of the following:

  • Renew

  • Replace

  • Retain

  • Retire

  • Refactor

Explanation

Question 18 of 34

1

The processes included in the Service Strategy lifecycle phase are:

Select one or more of the following:

  • IT Service Continuity Management

  • Service Portfolio Management

  • Financial Management

  • Demand Management

  • Information Security Management

Explanation

Question 19 of 34

1

Select from the dropdown list to complete the text.

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

Explanation

Question 20 of 34

1

Service Investments are split among _______ strategic categories

Select one or more of the following:

  • Transform the Business (TTB)

  • Value to Customers (V2C)

  • Grow the Business (GTB)

  • Run the Business (RTB)

  • Renew the Business (RTB)

Explanation

Question 21 of 34

1

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

Select one of the following:

  • Inputs

  • Metrics

  • Work instructions

  • Tools

  • Roles

Explanation

Question 22 of 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

Select one of the following:

  • Service-Level management

  • Service Catalog management

  • Service asset and configuration management

  • Availability management

  • Supplier management

Explanation

Question 23 of 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

Select one of the following:

  • Management

  • Organization

  • Process

  • Infraestructure

  • Knowledge

Explanation

Question 24 of 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

Select one of the following:

  • 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

Explanation

Question 25 of 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

Select one of the following:

  • People

  • Process

  • Partners

  • Products

  • Politics

Explanation

Question 26 of 34

1

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

Select one of the following:

  • Normal Changes

  • Emergency changes

  • Standard Changes

  • Politics changes

  • None of the above

Explanation

Question 27 of 34

1

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

Select one of the following:

  • Infrastructure sizing

  • Release and deployment planning

  • Release build and test

  • Deployment

  • Review and close

Explanation

Question 28 of 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:

Select one of the following:

  • 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

Explanation

Question 29 of 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

Select one of the following:

  • Service-Level management

  • Change Management

  • Service asset and configuration management

  • Knowledge management

  • Transition planning and support

Explanation

Question 30 of 34

1

Establish the reason for measurement

Select one of the following:

  • Objectives

  • Critical Success Factors

  • Key Performance Indicators

  • Metrics

  • Measurements

Explanation

Question 31 of 34

1

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

Select one of the following:

  • Key Performance Indicators

  • Objectives

  • Metrics

  • Critical Success Factors

  • Measurements

Explanation

Question 32 of 34

1

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

Select one of the following:

  • Metrics

  • Key Performance Indicators

  • Measurements

  • Objectives

  • Critical Success Factors

Explanation

Question 33 of 34

1

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

Select one of the following:

  • Critical Success Factors

  • Measurements

  • Key Performance Indicators

  • Metrics

  • Objectives

Explanation

Question 34 of 34

1

They are the actual readings taken based upon a specific metric

Select one of the following:

  • Objetives

  • Critical Success Factor

  • Key Performance Indicators

  • Metric

  • Measurements

Explanation

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