Chuck Willis
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ITIL study quiz

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Chuck Willis
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ITIL QUIZ 151-190

Pregunta 1 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Technology, Customer, User

  • B. Corporate, Customer, Service

  • C. Corporate, Customer, Technology

  • D. Service, User, IT

Explicación

Pregunta 2 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 3 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Operational Level Agreement (OLA)

  • B. Capacity Plan

  • C. Service Level Agreement (SLA)

  • D. SLA Monitoring Chart (SLAM)

Explicación

Pregunta 4 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Remediation Planning

  • B. Categorization

  • C. Prioritization

  • D. Review and Close

Explicación

Pregunta 5 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 6 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Service Level Management

  • B. Change Management

  • C. Incident Management

  • D. Service Asset and Configuration Management

Explicación

Pregunta 7 de 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?

Selecciona una de las siguientes respuestas posibles:

  • A. Configuration Baseline

  • B. Project Baseline

  • C. Change Baseline

  • D. Asset Baseline

Explicación

Pregunta 8 de 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

Selecciona una de las siguientes respuestas posibles:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Explicación

Pregunta 9 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 10 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Definitive Media Library

  • B. Definitive Software Store

  • C. Service Knowledge Management System

  • D. Software Secure Library

Explicación

Pregunta 11 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Incident Model

  • B. Problem Model

  • C. Configuration Model

  • D. Change Model

Explicación

Pregunta 12 de 40

1

Where would you expect incident resolution targets to be documented?

Selecciona una de las siguientes respuestas posibles:

  • A. A Service Level Agreement(SLA)

  • B. A Request for Change(RFC)

  • C. The Service Portfolio

  • D. A Service Description

Explicación

Pregunta 13 de 40

1

Which statement BEST represents the guidance on incident logging?

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 14 de 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

Selecciona una de las siguientes respuestas posibles:

  • A. 1 only

  • B. 2 and 3 only

  • C. 1, 2 and 4 only

  • D. All of the above

Explicación

Pregunta 15 de 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?

Selecciona una de las siguientes respuestas posibles:

  • A. Categorization

  • B. Logging

  • C. Prioritization

  • D. Closure

Explicación

Pregunta 16 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Definitive Media Library (DML)

  • B. Configuration Management System (CMS)

  • C. Statement of Requirements (SOR)

  • D. Standard Operating Procedures (SOP)

Explicación

Pregunta 17 de 40

1

Identify the input to the Problem Management process

Selecciona una de las siguientes respuestas posibles:

  • A. Request for Change

  • B. Problem Resolution

  • C. Incident Records

  • D. New Known Errors

Explicación

Pregunta 18 de 40

1

What are the two major processes in Problem Management?

Selecciona una de las siguientes respuestas posibles:

  • A. Technical and Service

  • B. Resource and Proactive

  • C. Reactive and Technical

  • D. Proactive and Reactive

Explicación

Pregunta 19 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Service Level Management

  • B. Problem Management

  • C. Change Management

  • D. Event Management

Explicación

Pregunta 20 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Incident Management

  • B. Service Asset and Configuration Management

  • C. Capacity Management

  • D. IT Service Continuity

Explicación

Pregunta 21 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Service Level Management

  • B. Problem Management

  • C. Change Management

  • D. Event Management

Explicación

Pregunta 22 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Availability Management

  • B. Demand Management

  • C. Financial Management

  • D. Service Level Management

Explicación

Pregunta 23 de 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

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

Explicación

Pregunta 24 de 40

1

Which of the following statements is CORRECT?

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 25 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. The Asset Register

  • B. The Service Knowledge Management System

  • C. The Known Error Database

  • D. The Information Management System

Explicación

Pregunta 26 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 27 de 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

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

Explicación

Pregunta 28 de 40

1

Customer perceptions and business outcomes help to define what?

Selecciona una de las siguientes respuestas posibles:

  • A. The value of a service

  • B. Customer satisfaction

  • C. Total Cost of Ownership (TCO)

  • D. Key Performance Indicators (KPIs)

Explicación

Pregunta 29 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Rapid, one-off improvement

  • B. Return on investment within 12 months

  • C. Quick wins

  • D. Steady, ongoing improvement

Explicación

Pregunta 30 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Service Operation

  • B. Service Strategy

  • C. Service Transition

  • D. Continual Service Improvement

Explicación

Pregunta 31 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Service Strategy

  • B. Continual Service Improvement

  • C. Service Operation

  • D. Service Design

Explicación

Pregunta 32 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Continual Service Improvement

  • B. Service Strategy

  • C. Service Design

  • D. Service Transition

Explicación

Pregunta 33 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Do

  • B. Perform

  • C. Implement

  • D. Measure

Explicación

Pregunta 34 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Plan

  • B. Do

  • C. Check

  • D. Act

Explicación

Pregunta 35 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 36 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. It is measurable

  • B. Delivers specific results

  • C. Responds to specific events

  • D. A method of structuring an organization

Explicación

Pregunta 37 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Knowledge

  • B. Information

  • C. Wisdom

  • D. Data

Explicación

Pregunta 38 de 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. ?

Selecciona una de las siguientes respuestas posibles:

  • A. Cost

  • B. Conformance

  • C. Compliance

  • D. Capacity

Explicación

Pregunta 39 de 40

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. The Service Level Manager

  • B. The IT Service Continuity Manager

  • C. The Service Catalogue Manager

  • D. The Supplier Manager

Explicación

Pregunta 40 de 40

1

Which of the following statements is CORRECT?

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

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