Chuck Willis
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ITIL study quiz

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Chuck Willis
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ITIL QUIZ 151-190

Questão 1 de 40

1

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

Selecione uma das seguintes:

  • A. Technology, Customer, User

  • B. Corporate, Customer, Service

  • C. Corporate, Customer, Technology

  • D. Service, User, IT

Explicação

Questão 2 de 40

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 3 de 40

1

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

Selecione uma das seguintes:

  • A. Operational Level Agreement (OLA)

  • B. Capacity Plan

  • C. Service Level Agreement (SLA)

  • D. SLA Monitoring Chart (SLAM)

Explicação

Questão 4 de 40

1

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

Selecione uma das seguintes:

  • A. Remediation Planning

  • B. Categorization

  • C. Prioritization

  • D. Review and Close

Explicação

Questão 5 de 40

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 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?

Selecione uma das seguintes:

  • A. Service Level Management

  • B. Change Management

  • C. Incident Management

  • D. Service Asset and Configuration Management

Explicação

Questão 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?

Selecione uma das seguintes:

  • A. Configuration Baseline

  • B. Project Baseline

  • C. Change Baseline

  • D. Asset Baseline

Explicação

Questão 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

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 only

  • C. Both of the above

  • D. Neither of the above

Explicação

Questão 9 de 40

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 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?

Selecione uma das seguintes:

  • A. Definitive Media Library

  • B. Definitive Software Store

  • C. Service Knowledge Management System

  • D. Software Secure Library

Explicação

Questão 11 de 40

1

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

Selecione uma das seguintes:

  • A. Incident Model

  • B. Problem Model

  • C. Configuration Model

  • D. Change Model

Explicação

Questão 12 de 40

1

Where would you expect incident resolution targets to be documented?

Selecione uma das seguintes:

  • A. A Service Level Agreement(SLA)

  • B. A Request for Change(RFC)

  • C. The Service Portfolio

  • D. A Service Description

Explicação

Questão 13 de 40

1

Which statement BEST represents the guidance on incident logging?

Selecione uma das seguintes:

  • 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

Explicação

Questão 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

Selecione uma das seguintes:

  • A. 1 only

  • B. 2 and 3 only

  • C. 1, 2 and 4 only

  • D. All of the above

Explicação

Questão 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?

Selecione uma das seguintes:

  • A. Categorization

  • B. Logging

  • C. Prioritization

  • D. Closure

Explicação

Questão 16 de 40

1

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

Selecione uma das seguintes:

  • A. Definitive Media Library (DML)

  • B. Configuration Management System (CMS)

  • C. Statement of Requirements (SOR)

  • D. Standard Operating Procedures (SOP)

Explicação

Questão 17 de 40

1

Identify the input to the Problem Management process

Selecione uma das seguintes:

  • A. Request for Change

  • B. Problem Resolution

  • C. Incident Records

  • D. New Known Errors

Explicação

Questão 18 de 40

1

What are the two major processes in Problem Management?

Selecione uma das seguintes:

  • A. Technical and Service

  • B. Resource and Proactive

  • C. Reactive and Technical

  • D. Proactive and Reactive

Explicação

Questão 19 de 40

1

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

Selecione uma das seguintes:

  • A. Service Level Management

  • B. Problem Management

  • C. Change Management

  • D. Event Management

Explicação

Questão 20 de 40

1

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

Selecione uma das seguintes:

  • A. Incident Management

  • B. Service Asset and Configuration Management

  • C. Capacity Management

  • D. IT Service Continuity

Explicação

Questão 21 de 40

1

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

Selecione uma das seguintes:

  • A. Service Level Management

  • B. Problem Management

  • C. Change Management

  • D. Event Management

Explicação

Questão 22 de 40

1

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

Selecione uma das seguintes:

  • A. Availability Management

  • B. Demand Management

  • C. Financial Management

  • D. Service Level Management

Explicação

Questão 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

Selecione uma das seguintes:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

Explicação

Questão 24 de 40

1

Which of the following statements is CORRECT?

Selecione uma das seguintes:

  • 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

Explicação

Questão 25 de 40

1

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

Selecione uma das seguintes:

  • A. The Asset Register

  • B. The Service Knowledge Management System

  • C. The Known Error Database

  • D. The Information Management System

Explicação

Questão 26 de 40

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 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

Selecione uma das seguintes:

  • A. All of the above

  • B. 1 and 2 only

  • C. 1 and 3 only

  • D. 2 and 3 only

Explicação

Questão 28 de 40

1

Customer perceptions and business outcomes help to define what?

Selecione uma das seguintes:

  • A. The value of a service

  • B. Customer satisfaction

  • C. Total Cost of Ownership (TCO)

  • D. Key Performance Indicators (KPIs)

Explicação

Questão 29 de 40

1

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

Selecione uma das seguintes:

  • A. Rapid, one-off improvement

  • B. Return on investment within 12 months

  • C. Quick wins

  • D. Steady, ongoing improvement

Explicação

Questão 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?

Selecione uma das seguintes:

  • A. Service Operation

  • B. Service Strategy

  • C. Service Transition

  • D. Continual Service Improvement

Explicação

Questão 31 de 40

1

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

Selecione uma das seguintes:

  • A. Service Strategy

  • B. Continual Service Improvement

  • C. Service Operation

  • D. Service Design

Explicação

Questão 32 de 40

1

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

Selecione uma das seguintes:

  • A. Continual Service Improvement

  • B. Service Strategy

  • C. Service Design

  • D. Service Transition

Explicação

Questão 33 de 40

1

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

Selecione uma das seguintes:

  • A. Do

  • B. Perform

  • C. Implement

  • D. Measure

Explicação

Questão 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?

Selecione uma das seguintes:

  • A. Plan

  • B. Do

  • C. Check

  • D. Act

Explicação

Questão 35 de 40

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 36 de 40

1

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

Selecione uma das seguintes:

  • A. It is measurable

  • B. Delivers specific results

  • C. Responds to specific events

  • D. A method of structuring an organization

Explicação

Questão 37 de 40

1

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

Selecione uma das seguintes:

  • A. Knowledge

  • B. Information

  • C. Wisdom

  • D. Data

Explicação

Questão 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. ?

Selecione uma das seguintes:

  • A. Cost

  • B. Conformance

  • C. Compliance

  • D. Capacity

Explicação

Questão 39 de 40

1

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

Selecione uma das seguintes:

  • A. The Service Level Manager

  • B. The IT Service Continuity Manager

  • C. The Service Catalogue Manager

  • D. The Supplier Manager

Explicação

Questão 40 de 40

1

Which of the following statements is CORRECT?

Selecione uma das seguintes:

  • 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

Explicação

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