ITILv3 A Flashcards
(40 cards)
What types of changes are NOT usually included within the scope of change management?
A. Changes to a mainframe computer
B. Changes to business strategy
C. Changes to a service level agreement (SLA)
D. The retirement of a service
B. Changes to business strategy
A change request is a formal communication seeking an alteration to one or more configuration items (CIs). Services, SLAs and computers are examples of CIs. A business strategy is not normally a CI and would be out of scope for change management.
Which of the following is NOT a purpose of service operation?
A. To undertake testing to ensure services are designed to meet business needs
B. To deliver and manage IT services
C. To manage the technilogy used to deliver services
D. To monitor the performance of technology and processes
A. To undertake testing to ensure services are designed to meet business needs
Each of these are a purpose of service operation except for option A, undertaking testing to ensure services are designed to meet business needs. Option A is part of service transition.
What does the term IT operations control refer to?
A. Managing the technical and applications management functions
B. Overseeing the execution and monitoring of operational activities and events
C. A set of tools used to monitor and display the status of the IT infrastructure and applications
D. A Service desk monitoring the status of the infrastructure when operators are not available
B. Overseeing the execution and monitoring of operational activities and events
IT operations control oversees the execution and monitoring of the operational activities and events in the IT infrastructure.
Which process is responsible for recording relationships between service components?
A. Service level management
B. Service portfolio management
C. Service asset and configuration management (SACM)
D. Incident management
C. Service asset and configuration management (SACM)
Part of SACM’s purpose is to maintain accurate information about assets, including the relationship between assets.
What is the RACI model used for?
A. Documenting the roles and responsibilities of stakeholders in a process or activity
B. Defining requirements for a new service or process
C. Analysing the business impact of an incident
D. Creating a balanced scorecard showing the overall status of service management
A. Documenting the roles and responsibilities of stakeholders in a process or activity
RACI is a responsibility model used by ITIL to help define roles and responsibilities.
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 in the provision of services
B. A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties
C. An agreement between two service providers about the levels of service required by the customer
D. An agreement between a third party service desk and the IT customer about fix and response time
A. An agreement between an IT service provider and another part of the same organization that assists in the provision of services
A-is the OLA
B-is the definition of an SLA.
C-doesn’t correspond to an ITIL definition.
D-involves a third party and is a contract.
What is the MAIN purpose of availability management?
A. To monitor and report availability of components
B. To ensure that all targets in the service level agreements (SLA) are met
C. To gaurantee availability levels for services and components
D. To ensure that service availability meets the agreed needs of the business
D. To ensure that service availability meets the agreed needs of the business
A-is a supporting element of availability management, not a main purpose.
B-relates to service level management. Availability management does not offer guarantees as identified in C.
D-is the main purpose of availability management:- “to ensure that the level of availability delivered in all IT services meet the agreed availability needs… of the business.”
Which of the following does service transition provide guidance on?
- Introducing new services
- Decommissioning services
- Transfer of services between service providers
A. 1 and 2 only
B. 2 only
C. All of the above
D. 1 and 3 only
C. All of the above
All three are in scope for service transition as all three involve major change.
Which one of the following is NOT a stage of the service lifecycle?
A. Service optimization
B. Service transition
C. Service design
D. Service strategy
A. Service optimization
Service optimization is the correct answer.
Which one of the following statements about a configuration management system (CMS) is CORRECT?
A. The CMS should not contain corporate data about customers and users
B. There may be more than one CMS
C. There should not be more than one configuration management database (CMDB)
D. If an organization outsources its IT services there is still a need for a CMS
D. If an organization outsources its IT services there is still a need for a CMS
A-a CMS can contain corporate data about users/customers such as location or department.
B and C-there may be more than one CMDB but they will be part of a single CMS.
D-is correct as a CMS still helps to control and report on the infrastructure when IT services are outsourced.
What are the three sub-processes of capacity management?
A. Business capacity management, service capacity management and component capacity management
B. Supplier capacity management, service capacity management and component capacity management
C. Supplier capacity management, service capacity management and technology capacity management
D. Business capacity management, technology capacity management and component capacity management
A. Business capacity management, service capacity management and component capacity management
Book answer: A process owner should ensure process documentation is current and available.
Which of the following would be stored in the definitive media library (DML)?
- Copies of purchased software
- Copies of internally defeloped software
- Relevant licence documentation
- The change schedule
A. All of the above
B. 1 and 2 only
C. 3 and 4 only
D. 1, 2 and 3 only
D. 1, 2 and 3 only
The DML contains master copies of all controlled software in an organization… “along with licence documents or information”. The change schedule would not be included.
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?
A. Supplier management
B. Service level management
C. Service portfolio management
D. Demand management
B. Service level management
Service level management has responsibility for negotiating and agreeing OLAs.
Which role should ensure that process documentation is current and available?
A. The service owner
B. The chief information officer
C. Knowledge management
D. The process owner
D. The process owner
Book answer: A process owner should ensure process documentation is current and available.
Which of the following does the release and deployment management process address?
- Defining and agreeing relesae and deployment plans
- Ensuring release packages can be tracked
- Authorizing changes to support the process
A. 1 and 2 only
B. All of the above
C. 2 and 3 only
D. 1 and 3 only
A. 1 and 2 only
The two correct answers (1 and 2) are included in release and deployment objectives. Option 3 is addressed by change management.
Which of the following are characteristics of every process?
- It is measurable
- It delivers a specific result
- It delivers its primary results to a customer or stakeholder
A. 1 and 3 only
B. 1 and 2 only
C. 2 and 3 only
D. All of the above
D. All of the above
Measurability, delivery of specific results, and delivery of results to a customer or stakeholder are all characteristics of a process.
Which of the following are ITIL characteristics that contribute to its success?
- It is vendor-neutral
- It is non-prescriptive
- It is best practice
- It is a standard
A. 3 only
B. 1, 2, and 3 only
C. All of the above
D. 2, 3 and 4 only
B. 1, 2, and 3 only
Option 4 is INCORRECT, ITIL is not a standard: ISO/IEC 20000 would be an example of a standard. ITIL is vendor-neutral, non-prescriptive, and provides a best practice framework.
Who should be granted access to the information security policy?
A. Senior business managers and IT staff
B. Senior business managers, IT executives and the information security manager
C. All customers, users and IT staff
D. Information security management staff only
C. All customers, users and IT staff
In most cases the policies should be widely available to all customers and users and referenced in SLAs, OLAs and UCs.
Which of the following are valid elements of a service design package (SDP)?
- Agreed and documented business requirements
- A plan for transition of the service
- Requirements for new or changed processes
- Metrics to measure the service
A. 1 only
B. 2 and 3 only
C. 1,2 and 4 only
D. All of the above
D. All of the above
All of the elements identified are included in the service design package passed to service transition.
Which of the following are examples of tools that might support the service transition stage of the service lifecycle?
- A tool to store definitive version of software
- A workflow tool for managing changes
- An automated software distribution tool
- Testing and validation tools
A. 1, 3 and 4 only
B. 1, 2 and 3 only
C. All of the above
D. 2, 3 and 4 only
C. All of the above
1-would be used to support a DML. 2-helps change management. 3-is a release and deployment tool. 4-can help with testing and validation. They all support service transition.
Which of the following statements about problem management is/are CORRECT?
- It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management
- It provides management information about the cost of resolving and preventing problems
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
C. Both of the above
Book answer. They are both valid roles for problem management.
What is the purpose of the request fulfillment process?
A. Dealing with service requests from the users
B. Making sure all requests within an IT organization are fulfilled
C. Ensure fulfillment of change requests
D. Making sure the service level agreement (SLA) is met
A. Dealing with service requests from the users
Request fulfillment is the process responsible for dealing with service requests from the users. All requests (B) is too wide a scope for the process. Change management looks after change requests (C). Service level management is responsible for D.
Which statement about value creation through services is CORRECT?
A. The customer’s perception of the service is an important factor in value creation
B. The value of a service can only ever be measured in financial terms
C. Delivering service provider outcomes is important in the value of a service
D. Service provider preferences drive the value perception of a service
A. The customer’s perception of the service is an important factor in value creation
A-is CORRECT, customer perception is a vital element in defining how much a customer values a service.
B-is incorrect, the value of a service can be financial but other factors are also relevant.
C-is incorrect, delivering on customer outcomes is vital.
D-is incorrect, customer preferences drive value perception.
Which one of the following statements about internal and external customers is MOST correct?
A. External customers should receive better customer service because they pay for their IT service
B. Internal customers should receive better customer service because they pay employee salaries
C. The best customer service should be given to the customer that pays the most money
D. Internal and external customers should receive the level of customer service that has been agreed
D. Internal and external customers should receive the level of customer service that has been agreed
D-is the correct response. Both internal and external customers should be provided with the agreed level of service, and with the same level of customer service.
