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ITIL v.3 > ITIL v.3 > Flashcards

ITIL v.3 Flashcards

Study prep for ITIL v.3 exam (80 cards)

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1
Q

What types of changes are NOT usually included within the scope of change management?

A

Changes to business strategy

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2
Q

Which of the following is NOT a purpose of service operation?

A

To undertake testing to ensure services are designed to meet business needs

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3
Q

What does the term IT operations control refer to?

A

Overseeing the execution and monitoring of operational activities and events

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4
Q

Which process is responisible for recording relationships between service components?

A

Service asset and configuration management (SACM)

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5
Q

What is the RACI model used for?

A

Documenting the roles and responsibilities of stakeholders in a process or activity

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6
Q

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

A

An agreement between an IT service provider and another part of the same organization that assists the provision of services

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7
Q

What is the MAIN purpose of availability agreement?

A

To ensure the service availability meets the agreed needs of the business

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8
Q

Which of the following does service transition provide gudance on?

A
  • Introducing new services
  • Decomissioning services
  • Transfer of services between service providers
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9
Q

Which of the following is NOT a stage of the service lifecycle?

A

Service optimization

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10
Q

Which one of the following statements about a configuration management system (CMS) is CORRECT?

A

If an organization outsources its IT services there is still a need for a CMS

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11
Q

What are the three sub-processes of capacity manangement?

A
  • Business capacity manangement
  • Service capacity management
  • Component capacity management
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12
Q

Which of the following would be stored in the definitive media library (DML)?

A
  • Copies of purchased software
  • Copies of internally developed software
  • Relevant license documentation
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13
Q

Which process is responsible for reviewing for reviewing operational level agreements (OLAs) on a regular basis?

A

Service Level management (SLM)

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14
Q

Which role should ensure that process documentation is current and available?

A

The process owner

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15
Q

Which of the following does the release nad deploymet management process address?

A
  • Defining and agreeing release and deployment plans

- Ensuring release packages can be tracked

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16
Q

Which of the following are characteristics of every process?

A
  • It is measureable
  • It delivers a specific result
  • It delivers its primary results to a customer or stakeholder
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17
Q

Which of the following are key ITIL characteristics that contribute to its success?

A

It is vendor neutral, it is non-prescriptive, it is a best practice

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18
Q

Who should be granted access to the information security policy?

A

All customers, users and IT staff

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19
Q

Which of the following are valid elements of a service design package (SDP)?

A
  • Agreed and documented business requirements
  • A plan for the transition of service, requirements for new or changed service
  • Metrics to measue the service
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20
Q

Which of the following are examples of tools that might support the service transition stage of the service lifecycle?

A
  • A tool to store definitive versions of software
  • A workflow tool for managing changes
  • An automated software distribution tool
  • Testing and validation tools
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21
Q

Which of the following statements about problem management is/are correct?

A
  • It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change manangemnt
  • It provides management information about the cost of resolving and preventing problems
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22
Q

What is the purpose of the request fulfillment process?

A

Dealing with service requests from the users

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23
Q

Which statement about value creation through services is CORRECT?

A

The customer’s perception of the service is an inportant factor in value creation

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24
Q

Which of the following statements about internal and external customers is MOST correct?

A

Internal and external customers should receive the level of customer service that has been agreed

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25
Which of the following should IT services deliver to customers?
Value
26
Which of the following activities is part of the service level agreement (SLM) process?
Monitoring service performance against service level agreements (SLAs)
27
Which of the following BEST summarizes the purpose of event management?
The ability to detect events, make sense of them and determine the appropriate control of action
28
Which of the following should service catalogue contain?
Details of all operational services
29
What does "Warranty of Service" mean?
Customers are assured of certain levels of availability, capacity, continuity and security
30
Which is the first activity of the continual service improvement (CSI) approach?
Understand the business vision and objectives
31
Which of the following is a benefit of using the incident model?
It provides pre-defined steps for handling particular types of incidents
32
Which one of the following is the CORRECT sequence of activities for handling an incident?
- Indentification - Logging - Categorization - Prioritization - Initial diagnosis - Escalation - Investigation and diagnosis - Resolution and recover - Closure
33
Which service lifecycle stage ensure that measurement methods will provide the required metrics for new or hanged services?
Service design
34
Which of the following processes are concerned with managing risks to services?
- IT service continuity management | - Information security management
35
Which one of the following is NOT a type of metric described in continual service improvement (CSI)?
Personnel metrics
36
Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT?
The CMS is part of the SKMS
37
What is the role of the emergency change advisory board (ECAB)?
To assist the change manager in evaluating emergency changes and to decide whether they should be authorized
38
Which of the following statements about the service desk is/are CORRECT?
The service desk is a function that provides a means of communication between IT and its users for all operationalal issues
39
Which one of the following is the CORRECT list of the 4 p's of service design?
- People - Partners - Products - Processes
40
Which one of the follwing represents the BEST course of action to take when a problem workaround is found?
The problem record remains open and details of the workarounds are documented within it
41
Input from which processes could be considered by service level management when negotiating service level agreements (SLA)?
All other ITIL processes
42
Which one of the following statements about a standard change is INCORRECT?
They must be implemented as soon as possible
43
Which of the following statements about the service desk are CORRECT?
- It provides a single point of contact between the service provider and users - It manages incidents and service requests - Service desk staff try to restore service as quickly as possible
44
Which of the following statements about functions are CORRECT?
- They may include tools - They are groups that use resources to carry out one or more activities - One person or group may perform multiple functions
45
Which one of the following is the BEST description of the activities carried out by the facilities management?
Management of the physical IT environment such as a data centre or computer room
46
Which process would assist with the identification and resolustion of any incidents and problems associated with service or component performance?
Capacity management
47
Which one of the foloowing statements about the known error database (KEDB) is most correct?
The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process
48
Which of the following statements about key performance indicators (KPIs) and metrics are CORRECT?
- Service metrics measure end-to-end service - Each KPI should relate to a critical success factor - Metrics can be used to identify improvement oportunities - KPIs can both be qualitative and quantitative
49
Which one of the following maintains relationships between all service components?
The configuration management system
50
Should a customer's request for a new service ALWAYS be fulfilled?
No - it is the responsibility of the service provider to carry out due diligence before requests are fulfilled
51
Which of the following statements is/are correct?
Problem management can support the service desk by providing known errors to speed up incident resolution
52
A failure has occured on a system and is detected by a monitoring tool. This system supports a live IT service. When should an incident be raised?
Immediately, to limit or prevent impact on users
53
Which of the following could be considered stakeholders in a service management project?
- Users - Customers - Suppliers - Functions All of the above
54
Which of the following activities does service asset and configuration management ensure are preformed?
- Configuration items (CIs) are identified - CIs are baselined - Changes to CIs are controlled All of the above
55
Which of the following aspects of service design should be considered when designing a service solution?
- Measurement methods and metrics - Management information systems and tools - Technology architectures - The process required All of the above
56
Which one of the following statements is CORRECT for ALL processes?
They deliver results to a customer or stakeholder
57
Which process is primariry responsible for packaging, building, testing and deploying services?
Release and deployment management
58
Which one of the following is the BEST example of a workaround?
A technician installs a scrit to temmporariy divert prints to an alternative printer until a permanent fix is applied
59
Which of the following areas can be helped by technology?
- Requset management - Service catalogue management - Detection and monitoring - Design and modeling
60
Which one of the following is the CORRECT list of stages in the Deming Cycle?
- Plan - Do - Check - Act
61
Which two processes will be involved the MOST in negotiating and agreeing contracts for the provision of recovery capability to support continuity plans?
- IT service continuity management | - Supplier managemnt
62
Which one of the following is the BEST definition of an incident model?
A set of pre-defined steps to be followed when dealing with a known type of incident
63
What roles are defined in the RACI model?
- Responsible - Accountable - Consulted - Informed
64
Which stage of the service lifecycle decides what services should be offered and to whom they will be offered?
Service strategy
65
Which of the following does continual service improvement (CSI) provide guidance on?
- How to improve process efficiency and effectiveness - How to improve services - Improvement of all stages of the service lifecycle
66
Which of the following is a type of service level agreement (SLA) described in the ITIL service design publication?
Customer-based SLA
67
Which one of the following is the BEST defiition of an event?
A change of state that has significance for the management of an IT service
68
Which one of the following is the MOST appropriate stakeholder to define the value of a service?
Customers
69
Which of the following should be treated as an incident?
- A user is unable to access a service during service hours - An authorized IT staff member is unable to access a service during service hours - A network component fails but the user is not aware of any disruption of service - A user cotacts the service desk about the slow performance of an application
70
Which of the following statements about a change model is CORRECT?
A change model defines the steps that should be taken to handle a particular type of change
71
The CSI approach uses a number of techniques. Which of the following techniques would BEST help a business understand "where are we now"?
Performing a baseline assesment
72
Which service operation processes are missing from the following list?
``` Incident management Problem management Access Management - Event Management - Request fulfillment ```
73
Which stage of the service lifecycle provides a framework for evaluating service capabilities and risk profiles before new or changed services are deployed?
Service strategy
74
Which of the following activities should a service owner undertake?
- Representing a specific service across the organization - Helping to identify service improvements - Representing a specific service in change advisory board (CAB) meetings
75
Which one of the following is NOT a purpose or objective of availability management?
To ensure that business continuity plans are aligned to business objectives
76
Which one of the following is a CORRECT description of the "four P's" of service design?
Four major areas that need to be considered during service design
77
Which one of the following BEST describes a major problem review?
Facilitated by the problem manager, the review is conducted so that lessons can be learned from the major problem, and to provide training and awareness for support staff
78
Which one of the following statements about supplier management is INCORRECT?
Supplier management negotiates operational level agreements (OLAs)
79
Which one of the following is a primary purpsoe of business relationship management?
Understanding the customer's needs to ensuring they are met
80
Which of the following staements is an objective of the design coordination process?
To monitor and improve the preformance of the service design lifecycle stage

ITIL v.3 (1 decks)

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