Iveth P
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QUIZZES ITIL PRIMER SEMESTRE 2019

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Iveth P
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ITIL-QUIZZES-1

Pregunta 1 de 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

Selecciona una de las siguientes respuestas posibles:

  • 1 Only

  • 1 and 3 Only

  • 1, 2 and 3 Only

  • 1 and 4 Only

  • 1, 2, 3 and 4

Explicación

Pregunta 2 de 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

Selecciona una de las siguientes respuestas posibles:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement

Explicación

Pregunta 3 de 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

Selecciona una de las siguientes respuestas posibles:

  • Process

  • Function

  • Procedure

  • Norm

  • Rule

Explicación

Pregunta 4 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Process

  • Function

  • Procedure

  • Rule

  • Norm

Explicación

Pregunta 5 de 34

1

Who is responsible for the process results

Selecciona una de las siguientes respuestas posibles:

  • Process Operator

  • Process Manager

  • Process Owner

  • Process Operatives

  • CEO

Explicación

Pregunta 6 de 34

1

Selecciona la opción correcta del menú desplegable para completar el texto.

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?

Explicación

Pregunta 7 de 34

1

Selecciona la opción correcta del menú desplegable para completar el texto.

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

Explicación

Pregunta 8 de 34

1

Selecciona la opción correcta del menú desplegable para completar el texto.

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

Explicación

Pregunta 9 de 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?

Selecciona una de las siguientes respuestas posibles:

  • Business Value

  • Return on Invesment

  • Cashflow

  • Profit and Loss Statement

  • Business Case

Explicación

Pregunta 10 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Service Catalogue

  • Business Service Management

  • Service Portfolio

  • Inventory Services

  • None of the Above

Explicación

Pregunta 11 de 34

1

Which of the following statements is FALSE?

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 12 de 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.

Selecciona una de las siguientes respuestas posibles:

  • Service Package

  • Service Level Package

  • Service Utility

  • Service Warranty

  • Service Portfolio Management

Explicación

Pregunta 13 de 34

1

The contents of a Service Package includes:

Selecciona una o más de las siguientes respuestas posibles:

  • The core services provided

  • Any supporting services provided

  • The service Level Package

  • Request for Changes

  • None of the above

Explicación

Pregunta 14 de 34

1

Which of the following statement is FALSE?

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 15 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Service Transition

  • Service Operation

  • Service Design

  • Service Strategy

  • Continual Service Improvement

Explicación

Pregunta 16 de 34

1

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

Selecciona una o más de las siguientes respuestas posibles:

  • Funding

  • Component Demand

  • Service Capacity

  • IT Accouting

  • Chargeback

Explicación

Pregunta 17 de 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

Selecciona una de las siguientes respuestas posibles:

  • Renew

  • Replace

  • Retain

  • Retire

  • Refactor

Explicación

Pregunta 18 de 34

1

The processes included in the Service Strategy lifecycle phase are:

Selecciona una o más de las siguientes respuestas posibles:

  • IT Service Continuity Management

  • Service Portfolio Management

  • Financial Management

  • Demand Management

  • Information Security Management

Explicación

Pregunta 19 de 34

1

Selecciona la opción correcta del menú desplegable para completar el texto.

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

Explicación

Pregunta 20 de 34

1

Service Investments are split among _______ strategic categories

Selecciona una o más de las siguientes respuestas posibles:

  • Transform the Business (TTB)

  • Value to Customers (V2C)

  • Grow the Business (GTB)

  • Run the Business (RTB)

  • Renew the Business (RTB)

Explicación

Pregunta 21 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Inputs

  • Metrics

  • Work instructions

  • Tools

  • Roles

Explicación

Pregunta 22 de 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

Selecciona una de las siguientes respuestas posibles:

  • Service-Level management

  • Service Catalog management

  • Service asset and configuration management

  • Availability management

  • Supplier management

Explicación

Pregunta 23 de 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

Selecciona una de las siguientes respuestas posibles:

  • Management

  • Organization

  • Process

  • Infraestructure

  • Knowledge

Explicación

Pregunta 24 de 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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 25 de 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

Selecciona una de las siguientes respuestas posibles:

  • People

  • Process

  • Partners

  • Products

  • Politics

Explicación

Pregunta 26 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Normal Changes

  • Emergency changes

  • Standard Changes

  • Politics changes

  • None of the above

Explicación

Pregunta 27 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Infrastructure sizing

  • Release and deployment planning

  • Release build and test

  • Deployment

  • Review and close

Explicación

Pregunta 28 de 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:

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 29 de 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

Selecciona una de las siguientes respuestas posibles:

  • Service-Level management

  • Change Management

  • Service asset and configuration management

  • Knowledge management

  • Transition planning and support

Explicación

Pregunta 30 de 34

1

Establish the reason for measurement

Selecciona una de las siguientes respuestas posibles:

  • Objectives

  • Critical Success Factors

  • Key Performance Indicators

  • Metrics

  • Measurements

Explicación

Pregunta 31 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Key Performance Indicators

  • Objectives

  • Metrics

  • Critical Success Factors

  • Measurements

Explicación

Pregunta 32 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Metrics

  • Key Performance Indicators

  • Measurements

  • Objectives

  • Critical Success Factors

Explicación

Pregunta 33 de 34

1

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

Selecciona una de las siguientes respuestas posibles:

  • Critical Success Factors

  • Measurements

  • Key Performance Indicators

  • Metrics

  • Objectives

Explicación

Pregunta 34 de 34

1

They are the actual readings taken based upon a specific metric

Selecciona una de las siguientes respuestas posibles:

  • Objetives

  • Critical Success Factor

  • Key Performance Indicators

  • Metric

  • Measurements

Explicación

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