Iveth P
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QUIZZES ITIL PRIMER SEMESTRE 2019

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Iveth P
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ITIL-QUIZZES-1

Questão 1 de 34

1

Which of the following are characteristics of a process:
1. Measurable
2. Responds to a specific Event
3. Has customers
4. Leads to specific results

Selecione uma das seguintes:

  • 1 Only

  • 1 and 3 Only

  • 1, 2 and 3 Only

  • 1 and 4 Only

  • 1, 2, 3 and 4

Explicação

Questão 2 de 34

1

The phase of realizing the requirements from previous stages, and improving the capabilities for the transition of new and modified services to production

Selecione uma das seguintes:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement

Explicação

Questão 3 de 34

1

A team of group of people and the tools they use to carry out one or more processes or activities, specialized in fulfilling a specified type of work, and responsible for specific end results

Selecione uma das seguintes:

  • Process

  • Function

  • Procedure

  • Norm

  • Rule

Explicação

Questão 4 de 34

1

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

Selecione uma das seguintes:

  • Process

  • Function

  • Procedure

  • Rule

  • Norm

Explicação

Questão 5 de 34

1

Who is responsible for the process results

Selecione uma das seguintes:

  • Process Operator

  • Process Manager

  • Process Owner

  • Process Operatives

  • CEO

Explicação

Questão 6 de 34

1

Selecione da lista do Menu para completar o texto.

A means to identify business imperatives that depend on service management, ( Business Case, Return on Invesment, Cashflow, Profit and Loss Statement, Business Value ) is a decision support and planning tool that projects the likely consequences of a business action?

Explicação

Questão 7 de 34

1

Selecione da lista do Menu para completar o texto.

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

Explicação

Questão 8 de 34

1

Selecione da lista do Menu para completar o texto.

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

Explicação

Questão 9 de 34

1

Is a concept for quantifying the value of an investment. Its use and meaning are not always precise
When dealing with financial officers?

Selecione uma das seguintes:

  • Business Value

  • Return on Invesment

  • Cashflow

  • Profit and Loss Statement

  • Business Case

Explicação

Questão 10 de 34

1

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

Selecione uma das seguintes:

  • Service Catalogue

  • Business Service Management

  • Service Portfolio

  • Inventory Services

  • None of the Above

Explicação

Questão 11 de 34

1

Which of the following statements is FALSE?

Selecione uma das seguintes:

  • Functions refer to the logical grouping of roles and automated measures that execute a defined process, an activity or combination of both

  • The funtions within Service Operation are needed to manage the "steady state" operation IT enviroment.

  • A process manager is the person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process

  • All process should be measurable and performance driven (not just time, but measuring overall efficiency including cost, effort and other resource used).

  • Processes may define roles, responsibilities tools management controls, policies, standards, guidelines, activities and work instructions if they are needed

Explicação

Questão 12 de 34

1

Describes the positive effect on business processes, activities, objects and tasks, This could be the removal of constraints that improves performance or some other positive effect that improves the outcomes managed and focused on by the customer and business. This is generally summarized as being fit for purpose.

Selecione uma das seguintes:

  • Service Package

  • Service Level Package

  • Service Utility

  • Service Warranty

  • Service Portfolio Management

Explicação

Questão 13 de 34

1

The contents of a Service Package includes:

Selecione uma ou mais das seguintes:

  • The core services provided

  • Any supporting services provided

  • The service Level Package

  • Request for Changes

  • None of the above

Explicação

Questão 14 de 34

1

Which of the following statement is FALSE?

Selecione uma das seguintes:

  • The primary objectives of Service Strategy is Design, develop and implement service management as a strategic asset and assisting growth of the organization

  • The primary objectives of Service Strategy is Develop the IT organization's capability to manage the costs and risks associated with their service porfolio.

  • The primary objectives of Service Strategy is Define the strategic objectives of the IT organization

  • The Service Design phase is concerned predominantly with the development of capabilities for Service Management, enabling these practices to become a strategic asset of the organization

  • A Service Package privides a detailed description of package of bundled services available to be delivered to Customers

Explicação

Questão 15 de 34

1

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

Selecione uma das seguintes:

  • Service Transition

  • Service Operation

  • Service Design

  • Service Strategy

  • Continual Service Improvement

Explicação

Questão 16 de 34

1

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

Selecione uma ou mais das seguintes:

  • Funding

  • Component Demand

  • Service Capacity

  • IT Accouting

  • Chargeback

Explicação

Questão 17 de 34

1

The outcomes for existing services fall into 6 categories. Wha is this category?
Largely self contained, with well defined asset, process and system boundaries. These services are aligned with and are relevant to the organization's strategy

Selecione uma das seguintes:

  • Renew

  • Replace

  • Retain

  • Retire

  • Refactor

Explicação

Questão 18 de 34

1

The processes included in the Service Strategy lifecycle phase are:

Selecione uma ou mais das seguintes:

  • IT Service Continuity Management

  • Service Portfolio Management

  • Financial Management

  • Demand Management

  • Information Security Management

Explicação

Questão 19 de 34

1

Selecione da lista do Menu para completar o texto.

The primary goal of ( IT Service Continuity Management, Service Portfolio Management, Financial Management, Demand Management, Information Security Management ) is to provide strategic direction and management of investments into IT Service Management so that an optimum portfolio of services is continually maintained

Explicação

Questão 20 de 34

1

Service Investments are split among _______ strategic categories

Selecione uma ou mais das seguintes:

  • Transform the Business (TTB)

  • Value to Customers (V2C)

  • Grow the Business (GTB)

  • Run the Business (RTB)

  • Renew the Business (RTB)

Explicação

Questão 21 de 34

1

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

Selecione uma das seguintes:

  • Inputs

  • Metrics

  • Work instructions

  • Tools

  • Roles

Explicação

Questão 22 de 34

1

Service design is the biggest phase in the ITIL lifecycle. IT encompasses eight processes, and each process looks at the service from a different facet. Which of the following is NOT included as a Service Design Process

Selecione uma das seguintes:

  • Service-Level management

  • Service Catalog management

  • Service asset and configuration management

  • Availability management

  • Supplier management

Explicação

Questão 23 de 34

1

Capabilities are direct representation of an organization's maturity, history, and its experience, Which of the following is NOT included as part of a Capabilities

Selecione uma das seguintes:

  • Management

  • Organization

  • Process

  • Infraestructure

  • Knowledge

Explicação

Questão 24 de 34

1

There are five aspects that service design must consider apart from the four Ps to ensure that a holistic view of services is taken rather than the individual elements of the service. Which of the following is NOT included as an aspect

Selecione uma das seguintes:

  • Service solutions for new or changed services

  • Management information systems and tools

  • Technology and management architectures

  • Funtions to evaluate and direct enterprise vision

  • Measurement methods and metrics

Explicação

Questão 25 de 34

1

An effective design needs to consider the entire landscape-past, present, and future- identify stakeholders, and plan for contigencies, among others. At a high level, there are four areas that need to be comprehended to develop an effective design. Which of the following is NOT included as a part of a these areas

Selecione uma das seguintes:

  • People

  • Process

  • Partners

  • Products

  • Politics

Explicação

Questão 26 de 34

1

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

Selecione uma das seguintes:

  • Normal Changes

  • Emergency changes

  • Standard Changes

  • Politics changes

  • None of the above

Explicação

Questão 27 de 34

1

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

Selecione uma das seguintes:

  • Infrastructure sizing

  • Release and deployment planning

  • Release build and test

  • Deployment

  • Review and close

Explicação

Questão 28 de 34

1

A change in ITIL is defined as an activity performed (generally on a configuration item) that effects IT services (either positively or negatively). It coud be modification of existing configuration, additions, or decommissions. Which of the following is NOT an example:

Selecione uma das seguintes:

  • Managing conflicts with various teams, resources, schedules, and costs

  • Implementation of optic fiber internet service to the customer organization

  • Decommissioning of mainframe computers

  • Changing ownership of a core switch

  • Adding an IP to blacklist on firewall

Explicação

Questão 29 de 34

1

Service transition is a major Phase for ITIL applicability and popularity in terms of roles in organizations. Which of the following is NOT included as a Service Transition Process

Selecione uma das seguintes:

  • Service-Level management

  • Change Management

  • Service asset and configuration management

  • Knowledge management

  • Transition planning and support

Explicação

Questão 30 de 34

1

Establish the reason for measurement

Selecione uma das seguintes:

  • Objectives

  • Critical Success Factors

  • Key Performance Indicators

  • Metrics

  • Measurements

Explicação

Questão 31 de 34

1

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

Selecione uma das seguintes:

  • Key Performance Indicators

  • Objectives

  • Metrics

  • Critical Success Factors

  • Measurements

Explicação

Questão 32 de 34

1

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

Selecione uma das seguintes:

  • Metrics

  • Key Performance Indicators

  • Measurements

  • Objectives

  • Critical Success Factors

Explicação

Questão 33 de 34

1

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

Selecione uma das seguintes:

  • Critical Success Factors

  • Measurements

  • Key Performance Indicators

  • Metrics

  • Objectives

Explicação

Questão 34 de 34

1

They are the actual readings taken based upon a specific metric

Selecione uma das seguintes:

  • Objetives

  • Critical Success Factor

  • Key Performance Indicators

  • Metric

  • Measurements

Explicação

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