Diego Alejandro 8862
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ITIL

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Diego Alejandro 8862
Creado por Diego Alejandro 8862 hace más de 8 años
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ITIL

Pregunta 1 de 200

1

Which role is responsible for carrying out the activities of a process?

Selecciona una de las siguientes respuestas posibles:

  • A. Process owner

  • B. Change manager

  • C. Service manager

  • D. Process practitioner

Explicación

Pregunta 2 de 200

1

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Selecciona una de las siguientes respuestas posibles:

  • A. Service level management

  • B. IT operations management

  • C. Capacity management

  • D. Incident management

Explicación

Pregunta 3 de 200

1

Which of the following options is a hierarchy that is used in knowledge management?

Selecciona una de las siguientes respuestas posibles:

  • A. Wisdom - Information - Data - Knowledge

  • B. Data - Information - Knowledge - Wisdom

  • C. Knowledge - Wisdom - Information - Data

  • D. Information - Data - Knowledge - Wisdom

Explicación

Pregunta 4 de 200

1

At which stage of the service lifecycle should the processes necessary to operate a new servicebe
defined?

Selecciona una de las siguientes respuestas posibles:

  • A. Service design: Design the processes

  • B. Service strategy: Develop the offerings

  • C. Service transition: Plan and prepare for deployment

  • D. Service operation: IT operations management

Explicación

Pregunta 5 de 200

1

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Selecciona una de las siguientes respuestas posibles:

  • A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

  • B. Public frameworks are always cheaper to adopt

  • C. Public frameworks are prescriptive and tell you exactly what to do

  • D. Proprietary knowledge has been tested in a wide range of environments

Explicación

Pregunta 6 de 200

1

Which of the following is an objective of business relationship management?

Selecciona una de las siguientes respuestas posibles:

  • A. To identify patterns of business activity

  • B. To ensure high levels of customer satisfaction

  • C. To secure funding to manage the provision of services

  • D. To ensure strategic plans for IT services exist

Explicación

Pregunta 7 de 200

1

The design of IT services requires the effective and efficient use of "the four Ps". What are these four
Ps?

Selecciona una de las siguientes respuestas posibles:

  • A. People, process, partners, performance

  • B. Performance, process, products, plans

  • C. People, process, products, partners

  • D. People, products, plans, partners

Explicación

Pregunta 8 de 200

1

Which of the following BEST describes service strategies value to the business?

Selecciona una de las siguientes respuestas posibles:

  • A. Allows higher volumes of successful change

  • B. Reduction in unplanned costs through optimized handling of service outages

  • C. Reduction in the duration and frequency of service outages

  • D. Enabling the service provider to have a clear understanding of what levels of service will make
    their customers successful

Explicación

Pregunta 9 de 200

1

Which two processes will contribute MOST to enabling effective problem detection?

Selecciona una de las siguientes respuestas posibles:

  • A. Incident and financial management

  • B. Change and release and deployment management

  • C. Incident and event management

  • D. Knowledge and service level management

Explicación

Pregunta 10 de 200

1

Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?

Selecciona una de las siguientes respuestas posibles:

  • A. Change proposal

  • B. Change policy

  • C. Service request

  • D. Risk register

Explicación

Pregunta 11 de 200

1

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

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 12 de 200

1

Why is it important for service providers to understand patterns of business activity (PBA)?

Selecciona una de las siguientes respuestas posibles:

  • A. PBA are based on organizational roles and responsibilities

  • B. IT service providers CANNOT schedule changes until they understand PBA

  • C. Demand for the services delivered by service providers are directly influenced by PBA

  • D. Understanding PBA is the only way to enable accurate service level reporting

Explicación

Pregunta 13 de 200

1

Which one of the following would NOT be defined as part of every process?

Selecciona una de las siguientes respuestas posibles:

  • A. Roles

  • B. Inputs and outputs

  • C. Functions

  • D. Metrics

Explicación

Pregunta 14 de 200

1

Which process is responsible for recording the current details, status, interfaces and dependencies of
all services that are being run or being prepared to run in the live environment?

Selecciona una de las siguientes respuestas posibles:

  • A. Service level management

  • B. Service catalogue management

  • C. Demand management

  • D. Service transition

Explicación

Pregunta 15 de 200

1

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be
expected of them?

Selecciona una de las siguientes respuestas posibles:

  • A. Be accountable for the outcome of an activity

  • B. Perform an activity

  • C. Be kept up-to-date on the progress of an activity

  • D. Manage an activity

Explicación

Pregunta 16 de 200

1

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 3 only

  • B. 1 and 2 only

  • C. 1, 2 and 4 only

  • D. All of the above

Explicación

Pregunta 17 de 200

1

Which one of the following do technology metrics measure?

Selecciona una de las siguientes respuestas posibles:

  • A. Components

  • B. Processes

  • C. The end-to-end service

  • D. Customer satisfaction

Explicación

Pregunta 18 de 200

1

Which process includes business, service and component sub-processes?

Selecciona una de las siguientes respuestas posibles:

  • A. Capacity management

  • B. Incident management

  • C. Service level management

  • D. Financial management

Explicación

Pregunta 19 de 200

1

Which one of the following is NOT part of the service design stage of the service life cycle?

Selecciona una de las siguientes respuestas posibles:

  • A. Designing and maintaining all necessary service transition packages

  • B. Producing quality, secure and resilient designs for new or improved services

  • C. Taking service strategies and ensuring they are reflected in the service design processes and the
    service designs that are produced

  • D. Measuring the effectiveness and efficiency of service design and the supporting processes

Explicación

Pregunta 20 de 200

1

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Selecciona una de las siguientes respuestas posibles:

  • A. Outcome

  • B. Incident

  • C. Change

  • D. Problem

Explicación

Pregunta 21 de 200

1

Which process is responsible for managing relationships with vendors?

Selecciona una de las siguientes respuestas posibles:

  • A. Change management

  • B. Service portfolio management

  • C. Supplier management

  • D. Continual service improvement

Explicación

Pregunta 22 de 200

1

Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 4 only

  • B. 2, 3 and 4 only

  • C. 1, 3 and 4 only

  • D. 1, 2 and 3 only

Explicación

Pregunta 23 de 200

1

What are the categories of event described in the UIL service operation book?

Selecciona una de las siguientes respuestas posibles:

  • A. Informational, scheduled, normal

  • B. Scheduled, unscheduled, emergency

  • C. Informational, warning, exception

  • D. Warning, reactive, proactive

Explicación

Pregunta 24 de 200

1

What would you call the groups of people who have an interest in the activities, targets, resources
and deliverables from service management?

Selecciona una de las siguientes respuestas posibles:

  • A. Employers

  • B. Stakeholders

  • C. Regulators

  • D. Accreditors

Explicación

Pregunta 25 de 200

1

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

Selecciona una de las siguientes respuestas posibles:

  • A. 1 and 2 only

  • B. 2 and 3 only

  • C. 1 and 3 only

  • D. All of the above

Explicación

Pregunta 26 de 200

1

What is the name of the group that should review changes that must be implemented faster than the
normal change process?

Selecciona una de las siguientes respuestas posibles:

  • A. Technical management

  • B. Emergency change advisory board

  • C. Urgent change board

  • D. Urgent change authority

Explicación

Pregunta 27 de 200

1

Which of the following is NOT an objective of service transition?

Selecciona una de las siguientes respuestas posibles:

  • A. To ensure that a service can be operated, managed and supported

  • B. To provide training and certification in project management

  • C. To provide quality knowledge and information about services and service assets

  • D. To plan and manage the capacity and resource requirements to manage a release

Explicación

Pregunta 28 de 200

1

Which of the following types of service should be included in the scope of service portfolio
management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service

Selecciona una de las siguientes respuestas posibles:

  • A. 1 and 3 only

  • B. All of the above

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 29 de 200

1

The BEST description of an incident is:

Selecciona una de las siguientes respuestas posibles:

  • A. An unplanned disruption of service unless there is a backup to that service

  • B. An unplanned interruption to service or a reduction in the quality of service

  • C. Any disruption to service whether planned or unplanned

  • D. Any disruption to service that is reported to the service desk, regardless of whether the service is
    impacted or not

Explicación

Pregunta 30 de 200

1

Which one of the following is the CORRECT set of steps for the continual service improvement
approach?

Selecciona una de las siguientes respuestas posibles:

  • A. Devise a strategy; Design the solution; Transition into production; Operate the solution;Continually
    improve

  • B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep
    the momentum going?

  • C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;
    Check the plan has been properly implemented; Improve the solution

  • D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we
    get there?; How do we keep the momentum going?

Explicación

Pregunta 31 de 200

1

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

Selecciona una de las siguientes respuestas posibles:

  • A. 2 only

  • B. 1 only

  • C. Neither of the above

  • D. Both of the above

Explicación

Pregunta 32 de 200

1

What body exists to support the authorization of changes and to assist change management in the
assessment and prioritization of changes?

Selecciona una de las siguientes respuestas posibles:

  • A. The change authorization board

  • B. The change advisory board

  • C. The change implementer

  • D. The change manager

Explicación

Pregunta 33 de 200

1

Which process is responsible for discussing reports with customers showing whether services have
met their targets?

Selecciona una de las siguientes respuestas posibles:

  • A. Continual service improvement

  • B. Change management

  • C. Service level management

  • D. Availability management

Explicación

Pregunta 34 de 200

1

What do customer perceptions and business outcomes help to define?

Selecciona una de las siguientes respuestas posibles:

  • A. The value of a service

  • B. Governance

  • C. Total cost of ownership (TCO)

  • D. Key performance indicators (KPIs)

Explicación

Pregunta 35 de 200

1

Which of the following are basic concepts used in access management?

Selecciona una de las siguientes respuestas posibles:

  • A. Personnel, electronic, network, emergency, identity

  • B. Rights, access, identity, directory services, service/service components

  • C. Physical, personnel, network, emergency, service

  • D. Normal, temporary, emergency, personal, group

Explicación

Pregunta 36 de 200

1

Which of these statements about resources and capabilities is CORRECT?

Selecciona una de las siguientes respuestas posibles:

  • A. Resources are types of service asset and capabilities are not

  • B. Resources and capabilities are both types of service asset

  • C. Capabilities are types of service asset and resources are not

  • D. Neither capabilities nor resources are types of service asset

Explicación

Pregunta 37 de 200

1

Within service design, what is the key output handed over to service transition?

Selecciona una de las siguientes respuestas posibles:

  • A. Measurement, methods and metrics

  • B. Service design package

  • C. Service portfolio design

  • D. Process definitions

Explicación

Pregunta 38 de 200

1

What should a service always deliver to customers?

Selecciona una de las siguientes respuestas posibles:

  • A. Applications

  • B. Infrastructure

  • C. Value

  • D. Resources

Explicación

Pregunta 39 de 200

1

Which process is responsible for the availability, confidentiality and integrity of data?

Selecciona una de las siguientes respuestas posibles:

  • A. Service catalog management

  • B. Service asset and configuration management

  • C. Change management

  • D. Information security management

Explicación

Pregunta 40 de 200

1

Availability management is directly responsible for the availability of which of the following?

Selecciona una de las siguientes respuestas posibles:

  • A. IT services and components

  • B. IT services and business processes

  • C. Components and business processes

  • D. IT services, components and business processes

Explicación

Pregunta 41 de 200

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 42 de 200

1

Which of the following BEST describes the purpose of access management?

Selecciona una de las siguientes respuestas posibles:

  • A. To provide a channel for users to request and receive standard services

  • B. Provides the rights for users to be able to use a service or group of services

  • C. To prevent problems and resulting Incidents from happening

  • D. To detect security events and make sense of them

Explicación

Pregunta 43 de 200

1

Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 44 de 200

1

Which one of the following includes four stages called Plan, Do, Check and Act?

Selecciona una de las siguientes respuestas posibles:

  • A. The Deming Cycle

  • B. The continual service improvement approach

  • C. The seven-step improvement process

  • D. The service lifecycle

Explicación

Pregunta 45 de 200

1

The consideration of value creation is a principle of which stage 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 46 de 200

1

Which process is responsible for dealing with complaints, comments, and general inquiries from
users?

Selecciona una de las siguientes respuestas posibles:

  • A. Service level management

  • B. Service portfolio management

  • C. Request fulfillment

  • D. Demand management

Explicación

Pregunta 47 de 200

1

Which of the following BEST describes partners' in the phrase people, processes, products and
partners"?

Selecciona una de las siguientes respuestas posibles:

  • A. Suppliers, manufacturers and vendors

  • B. Customers

  • C. Internal departments

  • D. The facilities management function

Explicación

Pregunta 48 de 200

1

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Selecciona una de las siguientes respuestas posibles:

  • A. The service level management

  • B. The IT service continuity management

  • C. The service catalogue management

  • D. The supplier management

Explicación

Pregunta 49 de 200

1

The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?

Selecciona una de las siguientes respuestas posibles:

  • A. Data

  • B. Information

  • C. Knowledge

  • D. Governance

Explicación

Pregunta 50 de 200

1

Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?

Selecciona una de las siguientes respuestas posibles:

  • A. A service option

  • B. A service transition package (STP)

  • C. A service design package (SDP)

  • D. A service charter

Explicación

Pregunta 51 de 200

1

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

Selecciona una de las siguientes respuestas posibles:

  • A. 1 and 2 only

  • B. 1 and 3 only

  • C. 2 and 3 only

  • D. All of the above

Explicación

Pregunta 52 de 200

1

Service transition contains detailed descriptions of which processes?

Selecciona una de las siguientes respuestas posibles:

  • A. Change management, service asset and configuration management, release and deployment
    management

  • B. Change management, capacity management event management, service request management

  • C. Service level management, service portfolio management, service asset and configuration
    management

  • D. Service asset and configuration management, release and deployment management, request
    fulfillment

Explicación

Pregunta 53 de 200

1

Which statement should NOT be part of the value proposition for Service Design?

Selecciona una de las siguientes respuestas posibles:

  • A. Reduced total cost of ownership

  • B. Improved quality of service

  • C. Improved Service alignment with business goals

  • D. Better balance of technical skills to support live services

Explicación

Pregunta 54 de 200

1

Which process would be used to compare the value that newer services have offered over those they
have replaced?

Selecciona una de las siguientes respuestas posibles:

  • A. Availability management

  • B. Capacity management

  • C. Service portfolio management

  • D. Service catalogue management

Explicación

Pregunta 55 de 200

1

Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

Selecciona una de las siguientes respuestas posibles:

  • A. Job descriptions

  • B. Functions

  • C. Teams

  • D. Roles, people or groups

Explicación

Pregunta 56 de 200

1

Hierarchic escalation is BEST described as?

Selecciona una de las siguientes respuestas posibles:

  • A. Notifying more senior levels of management about an incident

  • B. Passing an incident to people with a greater level of technical skill

  • C. Using more senior specialists than necessary to resolve an Incident to maintain customer
    satisfaction

  • D. Failing to meet the incident resolution times specified in a service level agreement

Explicación

Pregunta 57 de 200

1

Which one of the following functions would be responsible for the management of a data center?

Selecciona una de las siguientes respuestas posibles:

  • A. Technical management

  • B. Service desk

  • C. Application management

  • D. Facilities management

Explicación

Pregunta 58 de 200

1

Which one of the following would be the MOST useful in helping to define roles and responsibilities in
an organizational structure?

Selecciona una de las siguientes respuestas posibles:

  • A. RACI model

  • B. Incident model

  • C. Continual service improvement (CSI) approach

  • D. The Deming Cycle

Explicación

Pregunta 59 de 200

1

Which process will regularly analyse incident data to identify discernible trends?

Selecciona una de las siguientes respuestas posibles:

  • A. Service level management

  • B. Problem management

  • C. Change management

  • D. Event management

Explicación

Pregunta 60 de 200

1

Which is the correct definition of a customer facing service?

Selecciona una de las siguientes respuestas posibles:

  • A. One which directly supports the business processes of customers

  • B. A service that cannot be allowed to fail

  • C. One which is not covered by a service level agreement

  • D. A service not directly used by the business

Explicación

Pregunta 61 de 200

1

Which one of the following is the BEST definition of the term service management?

Selecciona una de las siguientes respuestas posibles:

  • A. A set of specialized organizational capabilities for providing value to customers in the form of
    services

  • B. A group of interacting, interrelated, or independent components that form a unified whole,operating
    together for a common purpose

  • C. The management of functions within an organization to perform certain activities

  • D. Units of organizations with roles to perform certain activities

Explicación

Pregunta 62 de 200

1

Which of the following is NOT a valid objective of problem management?

Selecciona una de las siguientes respuestas posibles:

  • A. To prevent problems and their resultant Incidents

  • B. To manage problems throughout their lifecycle

  • C. To restore service to a user

  • D. To eliminate recurring incidents

Explicación

Pregunta 63 de 200

1

Which one of the following is an objective of service catalogue management?

Selecciona una de las siguientes respuestas posibles:

  • A. Negotiating and agreeing service level agreement

  • B. Negotiating and agreeing operational level agreements

  • C. Ensuring that the service catalogue is made available to those approved to access it

  • D. Only ensuring that adequate technical resources are available

Explicación

Pregunta 64 de 200

1

Which of the following statements BEST describes the aims of release and deployment
management?

Selecciona una de las siguientes respuestas posibles:

  • A. To build, test and deliver the capability to provide the services specified by service design

  • B. To ensure that each release package specified by service design consists of a set of related assets
    and service components

  • C. To ensure that all changes can be tracked, tested and verified if appropriate

  • D. To record and manage deviations, risks and issues related to the new or changed service

Explicación

Pregunta 65 de 200

1

Which one of the following activities are carried out during the "Where do we want to be?" step of the
continual service improvement (CSI) approach?

Selecciona una de las siguientes respuestas posibles:

  • A. Implementing service and process improvements

  • B. Reviewing measurements and metrics

  • C. Creating a baseline

  • D. Defining measurable targets

Explicación

Pregunta 66 de 200

1

Which one 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 67 de 200

1

The effective management of risk requires specific types of action. Which of the following pairs of
actions would be BEST to manage risk?

Selecciona una de las siguientes respuestas posibles:

  • A. Training in risk management for all staff and identification of risks

  • B. Identification of risk, analysis and management of the exposure to risk

  • C. Control of exposure to risk and investment of capital

  • D. Training of all staff and investment of capital

Explicación

Pregunta 68 de 200

1

Which of the following is an enabler of best practice?

Selecciona una de las siguientes respuestas posibles:

  • A. Standards

  • B. Technology

  • C. Academic research

  • D. Internal experience

Explicación

Pregunta 69 de 200

1

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include
Partners,People, Processes and one other "P". Which of the following is the additional "P"?

Selecciona una de las siguientes respuestas posibles:

  • A. Profit

  • B. Preparation

  • C. Products

  • D. Potential

Explicación

Pregunta 70 de 200

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 architectures

Explicación

Pregunta 71 de 200

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 72 de 200

1

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Reduction in the duration and frequency of service outages

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 73 de 200

1

What are the categories of event described in the ITIL service operation book?

Selecciona una de las siguientes respuestas posibles:

  • A. Informational, scheduled, normal

  • B. Scheduled, unscheduled, emergency

  • C. Informational, warning, exception

  • D. Warning, reactive, proactive

Explicación

Pregunta 74 de 200

1

A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

Selecciona una de las siguientes respuestas posibles:

  • A. 2, 3 and 4 only

  • B. All of the above

  • C. 1, 2 and 3 only

  • D. 1, 2 and 4 only

Explicación

Pregunta 75 de 200

1

Which one of the following is concerned with policy and direction?

Selecciona una de las siguientes respuestas posibles:

  • A. Capacity management

  • B. Governance

  • C. Service design

  • D. Service level management

Explicación

Pregunta 76 de 200

1

Which of the following should be considered when designing measurement systems, methods and
metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 3 only

  • B. 1, 3 and 4 only

  • C. 2, 3 and 4 only

  • D. All of the above

Explicación

Pregunta 77 de 200

1

Which of the following is the best definition of IT service management?

Selecciona una de las siguientes respuestas posibles:

  • A. An internal service provider that is embedded within a business unit

  • B. A complete set of all the documentation required to deliver world class services to customers

  • C. Technical implementation of supporting IT infrastructure components

  • D. The implementation and management of quality IT services that meet business needs

Explicación

Pregunta 78 de 200

1

Which of the following is service transition planning and support NOT responsible for?

Selecciona una de las siguientes respuestas posibles:

  • A. Prioritizing conflicts for service transition resources

  • B. Coordinating the efforts required to manage multiple simultaneous transitions

  • C. Maintaining policies, standards and models for service transition activities and processes

  • D. Detailed planning of the build and test of individual changes

Explicación

Pregunta 79 de 200

1

What are underpinning contracts used to document?

Selecciona una de las siguientes respuestas posibles:

  • A. The provision of IT services or business services by a service provider

  • B. The provision of goods and services by third party suppliers

  • C. Service levels that have been agreed between the internal service provider and their customer

  • D. Metrics and critical success factors (CSFs) for internal support teams

Explicación

Pregunta 80 de 200

1

In which document would you expect to see an overview of actual service achievements again
sttargets?

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 81 de 200

1

Who is responsible for ensuring that the request fulfillment process is being performed according to
the agreed and documented standard?

Selecciona una de las siguientes respuestas posibles:

  • A. The IT director

  • B. The process owner

  • C. The service owner

  • D. The customer

Explicación

Pregunta 82 de 200

1

Which process is responsible for ensuring that appropriate testing takes place?

Selecciona una de las siguientes respuestas posibles:

  • A. Knowledge management

  • B. Release and deployment management

  • C. Service asset and configuration management

  • D. Service level management

Explicación

Pregunta 83 de 200

1

Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

Selecciona una de las siguientes respuestas posibles:

  • A. Both of the above

  • B. 1 only

  • C. 2 only

  • D. Neither of the above

Explicación

Pregunta 84 de 200

1

Which of the following is the correct definition of an outcome?

Selecciona una de las siguientes respuestas posibles:

  • A. The results specific to the clauses in a service level agreement (SLA)

  • B. The result of carrying out an activity, following a process or delivering an IT service

  • C. All the accumulated knowledge of the service provider

  • D. All incidents reported to the service desk

Explicación

Pregunta 85 de 200

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 86 de 200

1

Which process would ensure that utility and warranty requirements are properly addressed in service
designs?

Selecciona una de las siguientes respuestas posibles:

  • A. Availability management

  • B. Capacity management

  • C. Design coordination

  • D. Release management

Explicación

Pregunta 87 de 200

1

What would you call the groups of people who have an interest in the activities, targets, resources
and deliverables from service management?

Selecciona una de las siguientes respuestas posibles:

  • A. Employers

  • B. Stakeholders

  • C. Regulators

  • D. Accreditors

Explicación

Pregunta 88 de 200

1

What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

Selecciona una de las siguientes respuestas posibles:

  • A. What is the return on investment (ROI)?

  • B. How much did it cost?

  • C. How do we keep the momentum going?

  • D. What is the value on investment (VOI)?

Explicación

Pregunta 89 de 200

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 (RFC)

  • B. Amongt 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 90 de 200

1

Which of the following BEST describes a problem?

Selecciona una de las siguientes respuestas posibles:

  • A. An issue reported by a user

  • B. The cause of two or more incidents

  • C. A serious incident which has a critical impact to the business

  • D. The cause of one or more incidents

Explicación

Pregunta 91 de 200

1

Which of the following is NOT a recognized example of a service provider type within the ITIL
framework?

Selecciona una de las siguientes respuestas posibles:

  • A. Internal

  • B. External

  • C. Service desk

  • D. Shared services unit

Explicación

Pregunta 92 de 200

1

Which one of the following statements about incident reporting and logging is CORRECT?

Selecciona una de las siguientes respuestas posibles:

  • A. Incidents can only be reported by users

  • B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal
    service

  • C. All calls to the service desk must be logged as incidents

  • D. Incidents reported by technical staff must also be logged as problems

Explicación

Pregunta 93 de 200

1

Which process is responsible for providing the rights to use an IT service?

Selecciona una de las siguientes respuestas posibles:

  • A. Incident management

  • B. Access management

  • C. Change management

  • D. Request fulfillment

Explicación

Pregunta 94 de 200

1

What type of services are NOT directly used by the business but are required by the service provider
to deliver customer facing services?

Selecciona una de las siguientes respuestas posibles:

  • A. Business services

  • B. Component services

  • C. Supporting services

  • D. Customer services

Explicación

Pregunta 95 de 200

1

Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

Selecciona una de las siguientes respuestas posibles:

  • A. 2, 3 and 4 only

  • B. 1, 3 and 4 only

  • C. 1, 2 and 3 only

  • D. All of the above

Explicación

Pregunta 96 de 200

1

How many people should be accountable for a process as defined in the RACI model?

Selecciona una de las siguientes respuestas posibles:

  • A. As many as necessary to complete the activity

  • B. Only one - the process owner

  • C. Two - the process owner and the process enactor

  • D. Only one - the process architect

Explicación

Pregunta 97 de 200

1

The addition, modification or removal of an authorized, planned or supported service or service
component and its associated documentation is a definition of what?

Selecciona una de las siguientes respuestas posibles:

  • A. A change

  • B. A change model

  • C. A change request

  • D. A change advisory board

Explicación

Pregunta 98 de 200

1

Where should the following information be stored?
1. The experience of staff
2. Records of user behavior
3. Supplier's abilities and requirements
4. User skill levels

Selecciona una de las siguientes respuestas posibles:

  • A. The forward schedule of change

  • B. The service portfolio

  • C. A configuration management database (CMDB)

  • D. The service knowledge management system (SKMS)

Explicación

Pregunta 99 de 200

1

Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process

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 100 de 200

1

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. Event management, incident management, problem management, request fulfillment, and access
    management

  • B. Event management, incident management, change management, and access management

  • C. Incident management, problem management, service desk, request fulfillment, and event
    management

  • D. Incident management, service desk, request fulfillment, access management, and event
    management

Explicación

Pregunta 101 de 200

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 management

Explicación

Pregunta 102 de 200

1

What guidance does ITIL give on the frequency of production of service reporting?

Selecciona una de las siguientes respuestas posibles:

  • A. Service reporting intervals must be defined and agreed with the customers

  • B. Reporting intervals should be set by the service provider

  • C. Reports should be produced weekly

  • D. Service reporting intervals must be the same for all services

Explicación

Pregunta 103 de 200

1

Which one of the following does service metrics measure?

Selecciona una de las siguientes respuestas posibles:

  • A. Functions

  • B. Maturity and cost

  • C. The end-to-end service

  • D. Infrastructure availability

Explicación

Pregunta 104 de 200

1

Which one of the following is NOT a valid purpose or objective of problem management?

Selecciona una de las siguientes respuestas posibles:

  • A. To prevent problems and resultant incidents

  • B. To manage problems throughout their lifecycle

  • C. To restore service to a user

  • D. To eliminate recurring incidents

Explicación

Pregunta 105 de 200

1

Which process is responsible for low risk, frequently occurring, low cost changes?

Selecciona una de las siguientes respuestas posibles:

  • A. Demand management

  • B. Incident management

  • C. Release and deployment management

  • D. Request fulfillment

Explicación

Pregunta 106 de 200

1

Which function or process would provide staff to monitor events in an operations bridge?

Selecciona una de las siguientes respuestas posibles:

  • A. Technical management

  • B. IT operations management

  • C. Request fulfillment

  • D. Applications management

Explicación

Pregunta 107 de 200

1

Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1, 2 and 3 only

  • C. 2 and 4 only

  • D. 3 and 4 only

Explicación

Pregunta 108 de 200

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. Review and analyze 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 109 de 200

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 110 de 200

1

What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?

Selecciona una de las siguientes respuestas posibles:

  • A. Return on investment (ROI), value on investment (VOI), quality

  • B. Strategic, tactical and operational

  • C. Critical success factors (CSFs), key performance indicators (KPIs), activities

  • D. Technology, process and service

Explicación

Pregunta 111 de 200

1

Which of the following are classed as stakeholders in service management?
1. Customers
2. Users

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 112 de 200

1

From the perspective of the service provider, what is the person or group who defines or and agrees
their service targets known as?

Selecciona una de las siguientes respuestas posibles:

  • A. User

  • B. Customer

  • C. Supplier

  • D. Administrator

Explicación

Pregunta 113 de 200

1

Which process is responsible for sourcing and delivering components of requested standard
services?

Selecciona una de las siguientes respuestas posibles:

  • A. Request fulfillment

  • B. Service portfolio management

  • C. Service desk

  • D. IT finance

Explicación

Pregunta 114 de 200

1

Which of the following is the best definition of service management?

Selecciona una de las siguientes respuestas posibles:

  • A. The ability to keep services highly available to meet the business needs

  • B. A set of specialized organizational capabilities for providing value to customers in the form of
    services

  • C. A complete set of all the documentation required to deliver world class services to customers

  • D. An internationally recognized methodology to provide valuable services to customers

Explicación

Pregunta 115 de 200

1

Which of the following CANNOT be provided by a tool?

Selecciona una de las siguientes respuestas posibles:

  • A. Knowledge

  • B. Information

  • C. Wisdom

  • D. Data

Explicación

Pregunta 116 de 200

1

Which one of the following is the purpose of service level management?

Selecciona una de las siguientes respuestas posibles:

  • A. To carry out the service operations activities needed to support current IT services

  • B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  • C. To create and populate a service catalogue

  • D. To ensure that an agreed level of IT service is provided for all current IT services

Explicación

Pregunta 117 de 200

1

Which one of the following activities does application management perform?

Selecciona una de las siguientes respuestas posibles:

  • A. Defining where the vendor of an application should be located

  • B. Ensuring that the required functionality is available to achieve the required business outcome

  • C. Deciding who the vendor of the storage devices will be

  • D. Agreeing the service levels for the service supported by the application

Explicación

Pregunta 118 de 200

1

What is a RACI model used for?

Selecciona una de las siguientes respuestas posibles:

  • A. Performance analysis

  • B. Recording configuration items

  • C. Monitoring services

  • D. Defining roles and responsibilities

Explicación

Pregunta 119 de 200

1

The remediation plan should be evaluated at what point in the change lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. Before the change is approved

  • B. Immediately after the change has failed and needs to be backed out

  • C. After implementation but before the post implementation review

  • D. After the post implementation review has identified a problem with the change

Explicación

Pregunta 120 de 200

1

Which of the following statements MOST correctly identifies the scope of design coordination
activities?

Selecciona una de las siguientes respuestas posibles:

  • A. Only changes that introduce new services

  • B. It is mandatory that all changes are subject to design coordination activity

  • C. Only changes to business critical systems

  • D. Any change that the organization believes could benefit

Explicación

Pregunta 121 de 200

1

What is the PRIMARY process for strategic communication with the service provider's customers?

Selecciona una de las siguientes respuestas posibles:

  • A. Service catalogue management

  • B. Service portfolio management

  • C. Service desk

  • D. Business relationship management

Explicación

Pregunta 122 de 200

1

Which one of the following is NOT an aim of the change management process?

Selecciona una de las siguientes respuestas posibles:

  • A. To ensure the impact of changes are understood

  • B. To ensure that changes are recorded and evaluated

  • C. To ensure that all changes to configuration items (CIs) are recorded in the configuration
    management system (CMS)

  • D. To deliver and manage IT services at agreed levels to business users

Explicación

Pregunta 123 de 200

1

What are customers of IT services who work in the same organization as the service provider known
as?

Selecciona una de las siguientes respuestas posibles:

  • A. Strategic customers

  • B. External customers

  • C. Valued customers

  • D. Internal customers

Explicación

Pregunta 124 de 200

1

124. Access management is closely related to which other process?

Selecciona una de las siguientes respuestas posibles:

  • A. Capacity management only

  • B. 3rd line support

  • C. Information security management

  • D. Change management

Explicación

Pregunta 125 de 200

1

In which core ITIL publication can you find detailed descriptions of service catalogue
management,information security management, and supplier management?

Selecciona una de las siguientes respuestas posibles:

  • A. Service strategy

  • B. Service design

  • C. Service transition

  • D. Service operation

Explicación

Pregunta 126 de 200

1

Which of the following is the BEST reason for categorizing incidents?

Selecciona una de las siguientes respuestas posibles:

  • A. To establish trends for use in problem management and other IT service management
    (ITSM)activities

  • B. To ensure service levels are met and breaches of agreements are avoided

  • C. To enable the incident management database to be partitioned for greater efficiency

  • D. To identify whether the user is entitled to log an incident for this particular service

Explicación

Pregunta 127 de 200

1

A known error has been created after diagnosis of a problem was complete but before a work around
has been found. Is this a valid approach?

Selecciona una de las siguientes respuestas posibles:

  • A. Yes: for information purposes, a known error record can be created at any time it is prudent to do
    so

  • B. No: the Known Error should be created before the problem is logged

  • C. No: a known error record is created when the original incident is raised

  • D. No: a known error record should be created with the next release of the service

Explicación

Pregunta 128 de 200

1

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Support the creation of a portfolio of quantified services

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 129 de 200

1

Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. 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 130 de 200

1

Which one 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 131 de 200

1

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 132 de 200

1

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 3 only

  • B. All of the above

  • C. 1 and 3 only

  • D. 2 and 4 only

Explicación

Pregunta 133 de 200

1

Which one of the following is NOT an objective of problem management?

Selecciona una de las siguientes respuestas posibles:

  • A. Minimizing the impact of incidents that cannot be prevented

  • B. Preventing problems and resulting incidents from happening

  • C. Eliminating recurring incidents

  • D. Restoring normal service operation as quickly as possible

Explicación

Pregunta 134 de 200

1

Which of the following statements about service asset and configuration management is/are
CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

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 135 de 200

1

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 3 and 4 only

  • B. 2, 3 and 4 only

  • C. 1, 2 and 4 only

  • D. 1, 2 and 3 only

Explicación

Pregunta 136 de 200

1

In which of the following should details of a workaround be documented?

Selecciona una de las siguientes respuestas posibles:

  • A. The service level agreement (SLA)

  • B. The problem record

  • C. The availability management information system

  • D. The IT service plan

Explicación

Pregunta 137 de 200

1

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

Selecciona una de las siguientes respuestas posibles:

  • A. It is measurable

  • B. It delivers specific results

  • C. It responds to specific events

  • D. It structure an organization

Explicación

Pregunta 138 de 200

1

Which one of the following is NOT a responsibility of the service transaction stage of the service
lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. To ensure that a service managed and operated accordance with constraints specified during
    design

  • B. To design and develop capabilities for service management

  • C. To provide good-quality knowledge and information about services

  • D. To plan the resources required to manage a release

Explicación

Pregunta 139 de 200

1

Which of the following BEST describes technical management?

Selecciona una de las siguientes respuestas posibles:

  • A. A function responsibilities for facilities management and building control systems

  • B. A function that provides hardware repair services for technology involved in the delivery of service
    to customers

  • C. Senior managers responsibilities for all staff within the technical support function

  • D. A function that includes providing technical expertise and overall management of the IT

Explicación

Pregunta 140 de 200

1

Which of the following is not a service desk type recognized in the service operation volume ofITIL?

Selecciona una de las siguientes respuestas posibles:

  • A. Local

  • B. Centralized

  • C. Outsourced

  • D. Virtual

Explicación

Pregunta 141 de 200

1

What is the primary focus of the business management?

Selecciona una de las siguientes respuestas posibles:

  • A. Management, control and prediction of the performance, utilization and capacity of individual
    elements of IT technology

  • B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  • C. Management, control and prediction of the end-to-end performance and capacity of the
    live,operational IT services

  • D. Future business requirements for IT services are quantified, designed, planned and implemented
    in a timely fashion

Explicación

Pregunta 142 de 200

1

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT
services, the IT service provider can always provide minimum agreed business-related service levels?

Selecciona una de las siguientes respuestas posibles:

  • A. Change management

  • B. IT service continuity management

  • C. Financial management for IT services

  • D. Service catalog management

Explicación

Pregunta 143 de 200

1

Which one of the following is the BEST description of a service request?

Selecciona una de las siguientes respuestas posibles:

  • A. A request from a user for information, advice or for a standard change

  • B. Anything that the customer wants and is prepared to pay for

  • C. Any request or demand that is entered by a user via a self-help web-based interface

  • D. Any request for change (RFC) that is low-risk and which can be approved by the change manager
    without a change advisory board (CAB) meeting

Explicación

Pregunta 144 de 200

1

Which process is involved in monitoring an IT service and detecting when the performance drops
below acceptable limits?

Selecciona una de las siguientes respuestas posibles:

  • A. Service asset and configuration management

  • B. Event management

  • C. Service catalogue management

  • D. Problem management

Explicación

Pregunta 145 de 200

1

Which one of the following do major incidents require?

Selecciona una de las siguientes respuestas posibles:

  • A. Separate procedures

  • B. Less urgency

  • C. Longer timescales

  • D. Less documentation

Explicación

Pregunta 146 de 200

1

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. To decide how IT will engage with suppliers during the service lifecycle

  • B. To proactively prevent all outages to IT services

  • C. To design and build processes that will meet business needs

  • D. To deliver and manage IT services at agreed levels to business users and customers

Explicación

Pregunta 147 de 200

1

In terms of adding value to the business, which one of the following describes service operations
contribution?

Selecciona una de las siguientes respuestas posibles:

  • A. The cost of the service is designed, predicted and validated

  • B. Measures for optimization are identified

  • C. Service value is modeled

  • D. Service value is visible to customers

Explicación

Pregunta 148 de 200

1

Which one of the following are the two primary elements that create value for customers?

Selecciona una de las siguientes respuestas posibles:

  • A. Value on investment (VOI) and return on investment (ROI)

  • B. Customer and user satisfaction

  • C. Service requirements and warranty

  • D. Resources and capabilities

Explicación

Pregunta 149 de 200

1

Which one of the following statements BEST describes a definitive media library (DML)?

Selecciona una de las siguientes respuestas posibles:

  • A. A secure location where definitive hardware spares are held

  • B. A secure library where definitive authorized versions of all media configuration items (CIs)
    arestored and protected

  • C. A database that contains definitions of all media CIs

  • D. A secure library where definitive authorized versions of all software and back-ups are stored and
    protected

Explicación

Pregunta 150 de 200

1

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Selecciona una de las siguientes respuestas posibles:

  • A. Service level agreements (SLAs)

  • B. Third-party contracts

  • C. The service portfolio

  • D. Operational level agreements (OLAs)

Explicación

Pregunta 151 de 200

1

Which one of the following is NOT a responsibility of the service transition stage of the service
lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. To ensure that a service can be managed and operated in accordance with constraints specified
    during design

  • B. To design and develop capabilities for service management

  • C. To provide good-quality knowledge and information about services

  • D. To plan the resources required to manage a release

Explicación

Pregunta 152 de 200

1

Which of the following are managed by facilities management?
1. Hardware within a data center or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 3 only

  • B. All of the above

  • C. 1, 3 and 4 only

  • D. 1 and 3 only

Explicación

Pregunta 153 de 200

1

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Selecciona una de las siguientes respuestas posibles:

  • A. Service design

  • B. Service transition

  • C. Continual service improvement

  • D. Service operation

Explicación

Pregunta 154 de 200

1

Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 3 only

  • B. 1, 3 and 4 only

  • C. 2, 3 and 4 only

  • D. All of the above

Explicación

Pregunta 155 de 200

1

Which one of the following is the BEST definition of reliability?

Selecciona una de las siguientes respuestas posibles:

  • A. The availability of a service or component

  • B. The level of risk that affects a service or process

  • C. How long a service or configuration item (CI) can perform its function without failing

  • D. How quickly a service or component can be restored to normal working order

Explicación

Pregunta 156 de 200

1

Which one of the following is NOT the responsibility of service catalogue management?

Selecciona una de las siguientes respuestas posibles:

  • A. Ensuring that information in the service catalogue is accurate

  • B. Ensuring that service level agreements are maintained

  • C. Ensuring that information in the service catalogue is consistent with information in the service
    portfolio

  • D. Ensuring that all operational services are recorded in the service catalogue

Explicación

Pregunta 157 de 200

1

Which one of the following is an objective of release and deployment management?

Selecciona una de las siguientes respuestas posibles:

  • A. To standardize methods and procedures used for efficient and prompt handling of all changes

  • B. To ensure all changes to service assets and configuration items (CIs) are recorded in the
    configuration management system (CMS)

  • C. To ensure that the overall business risk of change is optimized

  • D. To define and agree release and deployment plans with customers and stakeholders

Explicación

Pregunta 158 de 200

1

Which one of the following statements is CORRECT?

Selecciona una de las siguientes respuestas posibles:

  • A. The configuration management system is part of the known error database

  • B. The service knowledge management system is part of the configuration management system

  • C. The configuration management system is part of the service knowledge management system

  • D. The configuration management system is part of the configuration management database

Explicación

Pregunta 159 de 200

1

Implementation of ITIL service management requires the preparation and planning of the effective
and efficient use of "the four Ps." What are these four Ps?

Selecciona una de las siguientes respuestas posibles:

  • A. People, process, partners, performance

  • B. Performance, process, products, problems

  • C. People, process, products, partners

  • D. People, products, perspective, partners

Explicación

Pregunta 160 de 200

1

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 4 only

  • B. 1, 2 and 3 only

  • C. 2, 3 and 4 only

  • D. 1, 3 and 4 only

Explicación

Pregunta 161 de 200

1

What is the BEST description of an operational level agreement (OLA)?

Selecciona una de las siguientes respuestas posibles:

  • A. An agreement between the service provider and another part of the same organization

  • B. An agreement between the service provider and an external organization

  • C. A document that describes to a customer how services will be operated on a day-to-day basis

  • D. A document that describes business services to operational staff

Explicación

Pregunta 162 de 200

1

Which one of the following generates demand for services?

Selecciona una de las siguientes respuestas posibles:

  • A. Infrastructure trends

  • B. Patterns of business activity (PBA)

  • C. Cost of providing support

  • D. Service level agreements (SLA)

Explicación

Pregunta 163 de 200

1

Which one of the following is an objective of service transition?

Selecciona una de las siguientes respuestas posibles:

  • A. To negotiate service levels for new services

  • B. To ensure that service changes create the expected business value

  • C. To minimize the impact of service outages on day-to-day business activities

  • D. To plan and manage entries in the service catalogue

Explicación

Pregunta 164 de 200

1

Which one of the following is the BEST definition of an event?

Selecciona una de las siguientes respuestas posibles:

  • A. Any change of state that has significance for the management of a configuration item (CI) or IT
    service

  • B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  • C. The unknown cause of one or more incidents that have an impact on an IT service

  • D. Reducing or eliminating the cause of an incident or problem

Explicación

Pregunta 165 de 200

1

Which one of the following is the BEST description of the purpose of the service operation stage of
the service lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. To decide how IT will engage with suppliers during the service lifecycle

  • B. To proactively prevent all outages to IT services

  • C. To design and build processes which will meet business needs

  • D. To deliver and manage IT services at agreed levels to business users and customers

Explicación

Pregunta 166 de 200

1

Which one of the following is the BEST description of a major incident?

Selecciona una de las siguientes respuestas posibles:

  • A. An incident which is so complex that it requires root cause analysis before a workaround can be
    found

  • B. An incident which requires a large number of people to resolve

  • C. An incident logged by a senior manager

  • D. An incident which has a high priority or a high impact on the business

Explicación

Pregunta 167 de 200

1

Which of the following availability management activities is/are considered to be proactive as opposed
to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution

Selecciona una de las siguientes respuestas posibles:

  • A. None of the above

  • B. Both of the above

  • C. 1 only

  • D. 2 only

Explicación

Pregunta 168 de 200

1

Which one of the following would NOT involve event management?

Selecciona una de las siguientes respuestas posibles:

  • A. Intrusion detection

  • B. Recording and monitoring environmental conditions in the data center

  • C. Recording service desk staff absence

  • D. Monitoring the status of configuration items

Explicación

Pregunta 169 de 200

1

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this
type of SLA?

Selecciona una de las siguientes respuestas posibles:

  • A. Customer level

  • B. Service level

  • C. Corporate level

  • D. Configuration level

Explicación

Pregunta 170 de 200

1

Which processes are responsible for the regular review of underpinning contracts?

Selecciona una de las siguientes respuestas posibles:

  • A. Supplier management and service level management

  • B. Supplier management and change management

  • C. Availability management and service level management

  • D. Supplier management and availability management

Explicación

Pregunta 171 de 200

1

Which process is responsible for controlling, recording and reporting on the relationships between
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 172 de 200

1

Which one of the following activities is NOT part of the Deming Cycle?

Selecciona una de las siguientes respuestas posibles:

  • A. Act

  • B. Plan

  • C. Do

  • D. Co-ordinate

Explicación

Pregunta 173 de 200

1

Which one of the following is the BEST description of a service level agreement (SLA)?

Selecciona una de las siguientes respuestas posibles:

  • A. The part of a contract that specifies the responsibilities of each party

  • B. An agreement between the service provider and an internal organization

  • C. An agreement between a service provider and an external supplier

  • D. An agreement between the service provider and their customer

Explicación

Pregunta 174 de 200

1

Which of the following is an objective/are objectives of the service strategy stage of the service
lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

Selecciona una de las siguientes respuestas posibles:

  • A. 1 only

  • B. 2 only

  • C. 3 only

  • D. All of the above

Explicación

Pregunta 175 de 200

1

In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

Selecciona una de las siguientes respuestas posibles:

  • A. Both of the above

  • B. Neither of the above

  • C. Option 1 only

  • D. Option 2 only

Explicación

Pregunta 176 de 200

1

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Selecciona una de las siguientes respuestas posibles:

  • A. An agreement with an individual customer group, covering all the services that they use

  • B. An agreement that covers one service for a single customer

  • C. An agreement that covers service specific issues in a multi-level SLA structure

  • D. An agreement that covers one service for all customers of that service

Explicación

Pregunta 177 de 200

1

Which one of the following activities would be performed by access management?

Selecciona una de las siguientes respuestas posibles:

  • A. Providing physical security for staff at data centers and other buildings

  • B. Managing access to computer rooms and other secure locations

  • C. Managing access to the service desk

  • D. Managing the rights to use a service or group of services

Explicación

Pregunta 178 de 200

1

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. Event management, incident management, problem management, request fulfillment, and access
    management

  • B. Event management, incident management, change management, and access management

  • C. Incident management, problem management, service desk, request fulfillment, and event
    management

  • D. Incident management, service desk, request fulfillment, access management, and
    eventmanagement

Explicación

Pregunta 179 de 200

1

Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1, 2 and 3 only

  • C. 2 and 4 only

  • D. 3 and 4 only

Explicación

Pregunta 180 de 200

1

Who is responsible for defining metrics for change management?

Selecciona una de las siguientes respuestas posibles:

  • A. The change management process owner

  • B. The change advisory board (CAB)

  • C. The service owner

  • D. The continual service improvement manager

Explicación

Pregunta 181 de 200

1

Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration
management

Selecciona una de las siguientes respuestas posibles:

  • A. 1, 2 and 3 only

  • B. All of the above

  • C. 1, 2 and 4 only

  • D. 3 and 4 only

Explicación

Pregunta 182 de 200

1

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of
the service lifecycle?

Selecciona una de las siguientes respuestas posibles:

  • A. Service operation

  • B. Service transition

  • C. Continual service improvement

  • D. Service strategy

Explicación

Pregunta 183 de 200

1

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the
principles defined in the vision'?

Selecciona una de las siguientes respuestas posibles:

  • A. Where are we now?

  • B. Where do we want to be?

  • C. How do we get there?

  • D. Did we get there?

Explicación

Pregunta 184 de 200

1

Which of the following processes contributes MOST to quantifying the financial value of IT services to
the business?

Selecciona una de las siguientes respuestas posibles:

  • A. Service level management

  • B. Financial management

  • C. Demand management

  • D. Risk management

Explicación

Pregunta 185 de 200

1

Which of the following is the BEST description of a service-based service level agreement (SLA)?

Selecciona una de las siguientes respuestas posibles:

  • A. The SLA covers one service, for all the customers of that service

  • B. The SLA covers an individual customer group for all services they use

  • C. An SLA that covers all customers for all services

  • D. An SLA for a service with no customers

Explicación

Pregunta 186 de 200

1

Which of the following is NOT a source of best practice?

Selecciona una de las siguientes respuestas posibles:

  • A. Standards

  • B. Technology

  • C. Academic research

  • D. Internal experience

Explicación

Pregunta 187 de 200

1

What is a service delivered between two business units in the same organization known as?

Selecciona una de las siguientes respuestas posibles:

  • A. Strategic service

  • B. Delivered service

  • C. Internal service

  • D. External service

Explicación

Pregunta 188 de 200

1

What is the act of transforming resources and capabilities into valuable service better known as?

Selecciona una de las siguientes respuestas posibles:

  • A. Service management

  • B. Incident management

  • C. Resource management

  • D. Service support

Explicación

Pregunta 189 de 200

1

From the perspective of the service provider, who is the person or group that agrees their service
targets?

Selecciona una de las siguientes respuestas posibles:

  • A. The user

  • B. The customer

  • C. The supplier

  • D. The administrator

Explicación

Pregunta 190 de 200

1

Which of the following identifies the purpose of service transition planning and support?

Selecciona una de las siguientes respuestas posibles:

  • A. Provide overall planning for service transitions and co-ordinate the resources they require

  • B. Ensure that all service transitions are properly authorized

  • C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and
    tracked

  • D. To define testing scripts to ensure service transitions are unlikely to ever fail

Explicación

Pregunta 191 de 200

1

Which process would maintain policies, standards and models for service transition activities
and processes?

Selecciona una de las siguientes respuestas posibles:

  • A. Change management

  • B. Capacity management

  • C. Service transition planning and support

  • D. Release management

Explicación

Pregunta 192 de 200

1

Which of the following identifies the purpose of design coordination?

Selecciona una de las siguientes respuestas posibles:

  • A. Provide a single point of control for all activities and processes within the service design stage of
    the lifecycle

  • B. Ensuring all service designs have availability designed into them

  • C. Designing of all the links between every service design process and all other processes in the
    service lifecycle

  • D. Control of all supplier relationships from design right through to the production environment

Explicación

Pregunta 193 de 200

1

Which process has the following objective, 'Produce service design packages (SDPs) based on
service charters and change requests'?

Selecciona una de las siguientes respuestas posibles:

  • A. Service transition planning and support

  • B. Design coordination

  • C. Service level management

  • D. Change management

Explicación

Pregunta 194 de 200

1

Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

Selecciona una de las siguientes respuestas posibles:

  • A. All of the above

  • B. 1 and 3 only

  • C. 1 and 2 only

  • D. 2 and 3 only

Explicación

Pregunta 195 de 200

1

Which role is accountable for the operational management of a process?

Selecciona una de las siguientes respuestas posibles:

  • A. Process practitioner

  • B. Process manager

  • C. Service manager

  • D. Change manager

Explicación

Pregunta 196 de 200

1

Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

Selecciona una de las siguientes respuestas posibles:

  • A. Both of the above

  • B. 1 only

  • C. Neither of the above

  • D. 2 only

Explicación

Pregunta 197 de 200

1

Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome

Selecciona una de las siguientes respuestas posibles:

  • A. 1 only

  • B. Both of the above

  • C. 2 only

  • D. Neither of the above

Explicación

Pregunta 198 de 200

1

Which of the following is NOT an objective of request fulfillment?

Selecciona una de las siguientes respuestas posibles:

  • A. To provide information to users about what services are available and how to request them

  • B. To update the service catalogue with services that may be requested through the service desk

  • C. To provide a channel for users to request and receive standard services

  • D. To source and deliver the components of standard services that have been requested

Explicación

Pregunta 199 de 200

1

Which process would you MOST expect to be involved in the management of under pinning
contracts?

Selecciona una de las siguientes respuestas posibles:

  • A. Change management

  • B. Service catalogue management

  • C. Supplier management

  • D. Release and deployment management

Explicación

Pregunta 200 de 200

1

Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

Selecciona una de las siguientes respuestas posibles:

  • A. 1 and 2 only

  • B. 3 only

  • C. 1 and 3 only

  • D. All of the above

Explicación

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