18359558
Pregunta 1
Pregunta
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
Respuesta
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1 Only
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1 and 3 Only
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1, 2 and 3 Only
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1 and 4 Only
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1, 2, 3 and 4
Pregunta 2
Pregunta
The phase of realizing the requirements from previous stages, and improving the capabilities for the transition of new and modified services to production
Respuesta
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Service Strategy
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Service Design
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Service Transition
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Service Operation
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Continual Service Improvement
Pregunta 3
Pregunta
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
Respuesta
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Process
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Function
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Procedure
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Norm
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Rule
Pregunta 4
Pregunta
These describe the "how", and can also describe "who" executes the activities. May include stages from different processes
Respuesta
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Process
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Function
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Procedure
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Rule
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Norm
Pregunta 5
Pregunta
Who is responsible for the process results
Respuesta
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Process Operator
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Process Manager
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Process Owner
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Process Operatives
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CEO
Pregunta 6
Pregunta
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?
Respuesta
-
Business Case
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Return on Invesment
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Cashflow
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Profit and Loss Statement
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Business Value
Pregunta 7
Pregunta
"Increase market share" is a [blank_start]_______[blank_end] business objective
Respuesta
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Operational
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Financial
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Strategic
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Industry
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Tactical
Pregunta 8
Pregunta
"Improve professionalism of organization" is a [blank_start]_______[blank_end] business objective
Respuesta
-
Operational
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Financial
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Strategic
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Industry
-
Tactical
Pregunta 9
Pregunta
Is a concept for quantifying the value of an investment. Its use and meaning are not always precise
When dealing with financial officers?
Respuesta
-
Business Value
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Return on Invesment
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Cashflow
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Profit and Loss Statement
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Business Case
Pregunta 10
Pregunta
Describe a provider's services in terms of business value. It articulates business needs and the provider's response to those needs.
Respuesta
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Service Catalogue
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Business Service Management
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Service Portfolio
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Inventory Services
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None of the Above
Pregunta 11
Pregunta
Which of the following statements is FALSE?
Respuesta
-
Functions refer to the logical grouping of roles and automated measures that execute a defined process, an activity or combination of both
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The funtions within Service Operation are needed to manage the "steady state" operation IT enviroment.
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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
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All process should be measurable and performance driven (not just time, but measuring overall efficiency including cost, effort and other resource used).
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Processes may define roles, responsibilities tools management controls, policies, standards, guidelines, activities and work instructions if they are needed
Pregunta 12
Pregunta
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.
Respuesta
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Service Package
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Service Level Package
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Service Utility
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Service Warranty
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Service Portfolio Management
Pregunta 13
Pregunta
The contents of a Service Package includes:
Respuesta
-
The core services provided
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Any supporting services provided
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The service Level Package
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Request for Changes
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None of the above
Pregunta 14
Pregunta
Which of the following statement is FALSE?
Respuesta
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The primary objectives of Service Strategy is Design, develop and implement service management as a strategic asset and assisting growth of the organization
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The primary objectives of Service Strategy is Develop the IT organization's capability to manage the costs and risks associated with their service porfolio.
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The primary objectives of Service Strategy is Define the strategic objectives of the IT organization
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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
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A Service Package privides a detailed description of package of bundled services available to be delivered to Customers
Pregunta 15
Pregunta
Designs the infrastructure, processes and support mechanisms needed to meet the Availability requirements of the customer
Respuesta
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Service Transition
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Service Operation
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Service Design
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Service Strategy
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Continual Service Improvement
Pregunta 16
Pregunta
Fundamental activities for Financial Management for IT Services is (are):
Respuesta
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Funding
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Component Demand
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Service Capacity
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IT Accouting
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Chargeback
Pregunta 17
Pregunta
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
Respuesta
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Renew
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Replace
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Retain
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Retire
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Refactor
Pregunta 18
Pregunta
The processes included in the Service Strategy lifecycle phase are:
Respuesta
-
IT Service Continuity Management
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Service Portfolio Management
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Financial Management
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Demand Management
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Information Security Management
Pregunta 19
Pregunta
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
Respuesta
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IT Service Continuity Management
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Service Portfolio Management
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Financial Management
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Demand Management
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Information Security Management
Pregunta 20
Pregunta
Service Investments are split among _______ strategic categories
Respuesta
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Transform the Business (TTB)
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Value to Customers (V2C)
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Grow the Business (GTB)
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Run the Business (RTB)
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Renew the Business (RTB)
Pregunta 21
Pregunta
Which of the following is NOT defined as a part of a typical process?
Respuesta
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Inputs
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Metrics
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Work instructions
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Tools
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Roles
Pregunta 22
Pregunta
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
Respuesta
-
Service-Level management
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Service Catalog management
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Service asset and configuration management
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Availability management
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Supplier management
Pregunta 23
Pregunta
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
Respuesta
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Management
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Organization
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Process
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Infraestructure
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Knowledge
Pregunta 24
Pregunta
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
Respuesta
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Service solutions for new or changed services
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Management information systems and tools
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Technology and management architectures
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Funtions to evaluate and direct enterprise vision
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Measurement methods and metrics
Pregunta 25
Pregunta
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
Respuesta
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People
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Process
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Partners
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Products
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Politics
Pregunta 26
Pregunta
Which of the following is NOT a type of change request:
Respuesta
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Normal Changes
-
Emergency changes
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Standard Changes
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Politics changes
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None of the above
Pregunta 27
Pregunta
Which of the following is NOT a phase of Release and Deployment Management
Respuesta
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Infrastructure sizing
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Release and deployment planning
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Release build and test
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Deployment
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Review and close
Pregunta 28
Pregunta
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:
Respuesta
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Managing conflicts with various teams, resources, schedules, and costs
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Implementation of optic fiber internet service to the customer organization
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Decommissioning of mainframe computers
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Changing ownership of a core switch
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Adding an IP to blacklist on firewall
Pregunta 29
Pregunta
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
Respuesta
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Service-Level management
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Change Management
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Service asset and configuration management
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Knowledge management
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Transition planning and support
Pregunta 30
Pregunta
Establish the reason for measurement
Respuesta
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Objectives
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Critical Success Factors
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Key Performance Indicators
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Metrics
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Measurements
Pregunta 31
Pregunta
Define Specific things that must happen if objetives are to be achieved
Respuesta
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Key Performance Indicators
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Objectives
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Metrics
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Critical Success Factors
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Measurements
Pregunta 32
Pregunta
They are metrics which specifically indicate progress or performance around or toward Critical Success Factors
Respuesta
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Metrics
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Key Performance Indicators
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Measurements
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Objectives
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Critical Success Factors
Pregunta 33
Pregunta
Are the definitions of what will be measured and how it will be measured
Respuesta
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Critical Success Factors
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Measurements
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Key Performance Indicators
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Metrics
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Objectives
Pregunta 34
Pregunta
They are the actual readings taken based upon a specific metric
Respuesta
-
Objetives
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Critical Success Factor
-
Key Performance Indicators
-
Metric
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Measurements
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