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ITIL

Terms in this set (194)

Which of the following contract terms should be completed when the contract is being negotiated?

1 Contract closure
2 Contract renewal
3 Contract extension
4 Contract transfer
All options are correct
Which process must analyze the patterns of business activity (PBA) to anticipate service needs?
Demand Management
Which of the following is a valid reason for monitoring and measuring services?

1 To validate
2 To direct
3 To justify
4 To intervene
All of the above
Which stage of the Service Management Lifecycle provides a closed-loop feedback system using the Plan-Do-Check-Act (PDCA) model?
Continual Service Improvement
Which level of planning and delivery includes the medium-term plans required to achieve specified goals and objectives?
Tactical
Which concept is defined as the ability of a server to perform its function when needed and is usually expressed in a percentage?
Availability
Who should Problem Management communicate with in the event that a Request for Change (RFC) needs to have its priority modified?
Change Advisory Board
Which Service Asset and Configuration Management role is responsible for identifying, labeling, and tracking assets?
Service Asset Manager
What are the four characteristics of a process?
measurable, specific results, customers, and responds to a specific event
Which purpose of metrics is used to identify improvement opportunities?
Intervene
Which is an outcome of the Service Design stage that is used in the Service Transition stage?
Service Design Package (SDP)
Which of the following are considered to be the basic types of metrics that should be collected and used during Continual Service Improvement (CSI)?

1 Baselines
2 Technology metrics
3 Service metrics
4 Process metrics
Options 2, 3, and 4 only
Which process is responsible for developing the Business Impact Analysis (BIA)?
IT service continuity management
Which component is NOT part of the Service Portfolio of a service lifecycle?
Service Warranty
Which area is NOT supported by technology during the Service Design phase of the IT service lifecycle?
Organizational design
Which statement regarding Service Level Management is INCORRECT?
Service Level Management provides a single source of consistent information on all of the agreed upon services
What is the primary determination of incident priority?
Business impact
Which term refers to an agreement made between a Service Provider and another part of the same organization that supports the delivery of services to the customer?
Operational Level Agreement (OLA)
Which Service Operation conflict is concerned with balancing responding to an external stimulus and looking for new improvement opportunities?
Reactive vs. Proactive
Which part of the Service Catalog should customers be allowed to view?
The Business Service Catalog
Which of the following five aspects of the Service Design phase considers processes needed to improve a service?
Design of processes required
Which of the following statements is true regarding processes and functions?
1 Service Management capabilities include functions and processes.
2 Functions are the responsibilities and activities that are given to a person or team.
3 Processes are sets of activities that achieve a set of objectives.
1 and 3 only
Which Service Operation process uses a management tool or agent to indicate when an abnormal operation, such as an incorrect password, has occurred?
Event Management
Which type of agreement specifies the level, scope, and quality of services to be provided to the customers?
Service Level Agreement (SLA)
Which board is responsible for evaluating the change, scope of change, technical aspects, and business viewpoint associated with a proposed change?
Change Advisory Board (CAB)
Which statement BEST describes external service providers?
They may serve rival customers
A new supplier manager has been hired by your organization. With which agreements should this person be primarily concerned?
Underpinning contracts
Which entity contains information on configuration items (CIs) and their relationships?
Configuration Management SYStem (CMS)
Which entity is actually responsible for paying for a service?
Customer
Which two phases are involved in managing an organization's risks?
Risk analysis and risk management
Which service asset value is based on availability and reliability?
Warranty
Which process of the Service Operation phase is primarily concerned with the identity and rights of the users?
Access Management
At which step of the 7 Step Improvement Process should you use monitoring?
Gather the data
The Service Strategy stage provides value to the business by including which of the following processes?

1 Service Portfolio Management
2 Financial Management
3 Demand Management
4 Service Catalog Management
1, 2, and 3 only
Which Service Operation conflict is concerned with balancing the need to ensure the infrastructure is durable and available with the need to change the infrastructure?
Stability vs. Responsiveness
Which Service Operation role is responsible for processing service requests?
Service Desk Manager
What is the new term used for the document formerly known as the service improvement plan?
CSI Resgister
Which IT Operations Management role is responsible for the operations control and facilities management activities?
IT Operations Manager
Which of the following statements is INCORRECT about the Responsibility area in the RACI model?

1 Responsible people are those who are consulted before making a decision.
2 Many people can be responsible for an activity.
1 Only
Which type of model is used to improve cross-functional organization and control?
Process model
Which stage provides business value by ensuring that changes to services are aligned with business needs?
Service Transition
When you are working in the Service Design stage of IT Service Management, which of the following aspects should you consider?

1 Architectures
2 Management Tools
3 Metrics
1, 2, and 3
Which Service Operation role is responsible for making improvement recommendations for the Incident Management process?
Incident Manager
You plan to use the Continual Service Improvement (CSI) model. What should you do to when performing the first step of the CSI model?
Use business data
What is defined as a change of condition that may impact the management of a configuration item (CI)?
Event
Which 4 Ps term of Service Design is used for the manufacturers, vendors, and suppliers being used in providing the service?
Partners
Which process of the Service Design phase ensures that the availability level of all services matches or exceeds the needs to the customers?
Availability Management
Which role of the Service Design phase should ensure that all service definitions are documented and communicated to all relevant parties?
Service Catalog Manager
Your department is providing several services at agreed service levels. Some of the customers to which you are providing services are other departments within your organization. Of which type of customer is this an example?
Internal customers
What is the goal of Change Management in an IT service organization?
Ensure incidents are reduced, high value is delivered, and customer' business requirements met
Which group of skilled people is responsible for designing, testing, improving, and managing IT applications?
Applications Management
Which of the following statements is NOT a benefit offered by a Service Design tool?
To identify weak areas in the Service Management Lifecycle
Which of the following processes is NOT part of the Service Operation phase?
Supplier Management
Which of the following statements is NOT true about a Standard Change?
The risk of change is high
Which aspect of Information Security Management ensures that data is complete, accurate, and protected against modification?
Integrity
Which of the following statements is/are NOT an objective of the Service Desk?

1 Provides detailed technical skills and resources required to support the ongoing operation of the IT infrastructure.
2 Be the first point of contact for users.
3 Provide information on status of service request to users.
4 Keep a log of service requests from users.
1 only
Which of the following statements is true regarding the Configuration Management Database (CMDB) and the Asset Register?

1 The Asset Register is a listing of all assets, including cost and location.
2 Assets are part of the CMDB only if they are service-related assets.
3 The CMDB is a listing of configuration items (CIs) and their relationships
All of the options are correct
Which of the following statements is/are an example of a service request?

1 request to access an Instant Messenger (IM) application
2 request to reset a user password
3 request to add a new menu option in an application
1 and 2 only
When should a problem be entered in the Known-Error Database (KEDB)?
as soon as the diagnosis is complete
What is the output of IT Service Management?
Services that provide value to scustomers
Which of the following statements regarding service types are true?

1 Internal services are provided to entities within an organization.
2 External services are provided to entities outside an organization.
3 Shared services are provided to multiple entities within an organization.
1, 2, and 3
Which type of response should you raise for an event that requires human intervention?
Alert
Which process of the Service Operation phase provides a list of services available and instructions on how to obtain these services?
Request Fulfillment
Which phase of the Service Management Lifecycle is responsible for implementing the services into production?
Service Transition
Your organization's IT department has identified a change that is very complex and will require a significant amount of funds to implement. What should be implemented?
a change proposal
Which of the following statement(s) is/are CORRECT for the Service Operation phase of IT Service Management?

1 The Service Operation phase delivers and supports services at levels agreed upon by customers and users.
2 The Service Operation phase manages applications that support the delivery of services to customers and users.
3 The Service Operation phase manages the technology and infrastructure that support the delivery of services to customers and users.
4 The Service Operation phase tests services to ensure the business objectives of a service provider are met.
1, 2, and 3 only
Which entity is used to store and protect the authorized versions of all media configuration items (CIs)?
Define Media Library (DML)
Which of the following statements about a process is INCORRECT?
a process is an open-loop system
Which tenet of the Knowledge Spiral is defined as quantitative outputs from devices?
data
Which of the following are key responsibilities of a Service Owner?

1 Providing input into continual service improvement (CSI)
2 Representing a specific service across the organization
3 Represent the service in Change Advisory Board (CAB) meetings
4 Escalating major incidents
All of the options are correcct
Which of the following are inputs to Problem Management?

1 Incident records
2 Known errors
3 CI information from the CMDB
4 Information from other processes
All of the options are correct
An IT service organization wants to provide service desk facility physically near the user base they must serve. Which type of service desk structure should the IT service organization implement?
local service desk
Which modeling type creates mathematical models to predict the behavior of a Configuration Item or IT service?
Analytical modeling
What is the first step in the lifecycle of a normal change?
Create the Request for Change (RFC)
Which of the following statements regarding stakeholders are true?

1 Involving the stakeholders in service delivery increases the likelihood that requirements will be met.
2 Each stakeholder may have different concerns and issues.
3 Identifying the stakeholders and their influences is vital to ensure success.
1, 2, and 3
Which of the following is NOT a sub-process of Capacity Management?
technical Capacity Management
Which of the following is NOT a business value that the Service Design stage provides?
Improved ability to rapidly react to change
Which of the following statements regarding the Service V Model is INCORRECT?
Service requirements is the first level of the Service V-model
What are the primary purposes of the Service Acceptance Criteria (SAC) in the Service Design phase of IT Service Management?

1 to ensure services meet expected functionality only
2 to ensure services meet expected quality only
3 to ensure services meet both expected functionally and quality
4 to ensure the service provider is ready to deliver the service
5 to ensure the service provider is ready to deploy the service
3 and 4 only
What is the second step of the Continual Service Improvement (CSI) model?
Where are we now?
What is the last step of the 7-Step Improvement Process?
Implement corrective action
Which type of changes are approved and evaluated by the Emergency Change Advisory Board (ECAB)?
Emergency changes
Which role has the responsibility to ensure that a process is being performed in parallel to the agreed upon and documented procedures?
Process Owner
Which of the following events is an example of a service request?
A new application needs to be installed on a computer
Which stage of the Deming Cycle addresses establishing the Continual Service Improvement (CSI) scope and goals for improvement?
Plan
What are core services?
Services that directly support the customer's business outcomes
A user has asked for a license for an authorized application. From which process would this information result?
Request fulfillment
Which statement regarding the Application Management group is INCORRECT?
The Application Management group provides detailed technical skills and resources required for IT operations
Which of the following tools can be implemented to log a service event with an IT service desk?

1 Phone calls
2 Web interface
3 Menu-driven application
4 Automatically reported infrastructure events
All of the options are correct
Which role is responsible for monitoring and improving a process?
Process Owner
Which of the following statements are CORRECT about a process?

1 It delivers results to internal or external customers or stakeholders.
2 It is driven by performance.
3 It is executed by a single function.
4 It responds to a specific trigger.
1, 2, and 4 only
Which of the following statements are reasons that help to establish a business case for the integration of ITIL® Service Management within an organization?

1 Increased customer satisfaction
2 Improved service availability
3 Regulatory compliance
All of the options are correcct
Which phase of the Service Management Lifecycle provides guidance on enhancing services, processes, and phases of the Service Management Lifecycle?
Continual Service Improvement
Which Service Lifecycle stage works with Continual Service Improvement to monitor data as part of the 7-Step Improvement Process?
Service Operation
What is the correct order of steps of the 7-Step Improvement Process?

1 Define what you will measure.
2 Analyze the data.
3 Identify the strategy for improvement.
4 Process the data.
5 Gather the data.
6 Implement corrective action.
7 Present and use the information.
3, 1, 5, 4, 2, 7, and 6 (I Don't Grab Paper After Presenting Information)
Which process of the Service Operation phase is responsible for preventing recurring incidents?
Problem Management
Which of the following statements is/are NOT correct about the Service Desk staff?

1 The Service Desk should employ high-level technical staff.
2 The Service Desk provides entry level positions to people who want to grow into technical or supervisory roles.
3 The Service Desk staff should be provided adequate training to ensure an effective level of support.
1 only
Which resource of the Service Design phase is divided into two parts: one part that gives information regarding a client's services and one part that gives information regarding the technical aspects needed to support the client's services?
Service Catalog
Which statement regarding technology metrics is TRUE?
Technology metrics are associated with component and application-based metrics
You need to provide a means to automate the process for service requests that commonly occur. What should you use?
Request Model
Which component of Facilities Management is responsible for ensuring that physical conditions within the data centers or computer rooms are maintained at the correct levels?
Environmental Conditioning and Alert Systems
Which process of the Service Transition phase adds value to the business by ensuring that services are published in a consistent manner?
Release and Development Management
Which component is used to describe a service, document service level targets, and specify responsibilities of the service provider and the customer?
Service Level Agreement (SLA)
What is a problem?
the cause of one or more incidents
Which type of requirement in Service Design ensures that the service is meeting the expectations of its users and is easy to use?
usability requirements
Which step in the Seven Rs of Change Management is concerned with the parties accountable for implementing the change?
Who is RESPONSIBLE for the build, test, and implementation of the change
Which of the following standards provide IT governance?

1 COBIT
2 Six Sigma
3 ITIL®
4 Prince2
All of the options are correct
Which board evaluates and approves changes when there is not time to organize a full Change Advisory Board (CAB)?
Emergency Change Advisory Board (ECAB)
Which component is used to measure the duration of impact of an incident, problem, or change on a business?
Urgency
Which statement is NOT an example of a tangible benefit of the Continual Service Improvement phase of the Service Management Lifecycle?
Fewer customer complaints will be achieved by using a formal Change Management process
Which process provides data to the Capacity Management process to help predict the future needs of the customers?
Demand Management
Which of the following statements is/are CORRECT about a major incident?

1 Separate procedures should be used to handle major incidents.
2 Major incidents should be handled in short timescales.
3 Major incidents should be handled with greater urgency.
All of the options are correct
As a service provider, your organization provides services to several organizations. Management is concerned that some of the services are not creating value for the customers.
Which of the following factors do NOT define service value?
Knowledge level
Which process of the Service Design phase manages external service delivery agreements?
Supplier Management
Which of the following tasks is NOT the responsibility of Access Management?
Verifying information availability
Which of the following statement(s) is/are CORRECT?

1 The Service Knowledge Management System (SKMS) contains the Configuration Management System (CMS), the Configuration Management Database (CMDB), and other tools.
2 Data is gathered in the CMDB and fed through the CMS into the SKMS.
3 Data is gathered in the CMS and fed through the CMDB into the SKMS.
1 and 2 only
Which of the following is NOT an activity of Service Design?
all services, utilities, and warranties
Which group within Service Operation is responsible for Facilities Management?
IT Operations Management
Which issue has a workaround or solution documented?
Known error
Which of the following are examples of release policies?

1 the number of releases that should occur per year
2 the frequency of releases that occur
3 the maximum size of releases that occur
All of the option sare correct
Which stage of the Service Lifecycle ensures that plans, designs, and optimizations are successfully executed and measured?
Service Operation
What is the last step in the Seven Rs of Change Management?
What is the RELATIONSHIP between this change and other changes
Which management process monitors and develops reports to deliver the agreed level of service?
Service Level Management
Which of the following statements regarding the Information Security Management process is/are CORRECT?

1 The Information Security Management process is responsible for managing the security for all services.
2 The Information Security Management process develops the Information Security Policy.
3 The Information Security Management process focuses on security policies, security plans, security requirements, legal requirements, and business and IT risks.
4 The Information Security Management process focuses on four objectives: availability, confidentiality, integrity, and authenticity
All of the options are correct
Which of the following are the vital business functions (VBFs) of Availability Management?

1 High or Continuous Availability
2 Fault Tolerance
3 Continuous Operation
All of the options are correct
The Service Design stage documents the service needed in the Service Design Package. Which component is NOT considered part of the Service Design Package?
Measurement and metrics
Which model is used to document roles and responsibilities of the stakeholders of a process?
RACI
What are the purposes of Design Coordination?

1 Coordinate all transition activities.
2 Produce Service Design Packages (SDPs).
3 Improve Service Design activities and processes.
4 Improve Service Design performance
options 2, 3, and 4 only
Which process of the Service Strategy stage provides value to the business by identifying and understanding patterns of business needs?
Demand Management
Which process of the Service Transition phase is concerned with the risks that could disrupt a service?
Transition Planning and Support
Which term is defined as the beginning point used later to highlight improvement and perform comparison?
Baseline
Under which phase of the Service Management Lifecycle does the Deployment Manager role fall?
Service Transition
Which process of the Service Operation phase is concerned with minimizing the impact of a service failure?
Incident Management
Which statements are true regarding service management?

1 Services are perishable.
2 Service management outcomes should meet business needs.
3 If services are not used, they retain their value
1 and 2 only
Which group of skilled people provides the technical skills and resources required for IT operations?
Technical Management
Which three lifecycle processes are fulfilled solely within the Service Transition stage?

1 Change Management
2 Knowledge Management
3 Transition Planning and Support
4 Release and Deployment Management
5 Service Asset and Configuration Management
1, 2, and 5 only
Which process includes the following four key stages: Plan, Do, Check, and Act?
Deming Cycle
Which metric involves using Key Performance Indicators (KPIs)?
Process metrics
Which process of the Service Transition phase is responsible for ensuring that configuration items are properly identified and managed?
Service Asset and Configuration Management
Which set of functions, processes, methods, roles, and activities of a service provider provide value to the customer?
Service management
Your organization has contracts with several third-party suppliers. As part of Supplier Management, you have been given a list of commodity suppliers. What products do these suppliers provide?
Paper and toner
Which entity of the Service Design phase is available for the customers to review and only contains the details of the services supplied to the customer and how the service relates to different areas of the organization?
Business Service Catalog
Which process is responsible for interfacing with Incident Management to evaluate Service Level Agreements (SLAs)?
Service Level Management
Which of the following statements are CORRECT about service management?

1 Service management provides value to customers in the form of services.
2 Service management inputs include organizational resources and capabilities.
3 Service management outputs are services that provide value to customers.
4 Service management capabilities include functions, processes, methods, activities, and roles.
All of the statements
Which of the following aspects of the Service Design phase considers resources and capabilities required for services?
Design of services
Which of the following facets affects the value of a service?

1 Customer perceptions
2 Customer preferences
3 Business outcomes
All of the options are correct
What is a primary concern of the Service Transition stage of the Service Lifecycle?
Transitioning services into operations
Which of the following are considered examples of Configuration Items (CIs)?

1 Applications
2 Hardware
3 Contracts
4 Personnel
All of the options are correct
Which statement regarding the view of the Service Operation phase is CORRECT?
The Service Operation phase should maintain a balance between the internal IT view and the external IT view
Which of the following is NOT included in the Four Ps of Service Design?
Perspective
Which of the following statements regarding IT service management are true?

1 IT Service Management is focused on functions.
2 IT Service Management should support both short-term and long-term goals.
3 The services in IT Service Management should be managed in the same manner.
2 only
Which process of the Service Transition phase is responsible for modeling the IT services, components, and infrastructure?
Service Asset and Configuration Management
Which process of the Service Strategy stage adds value to the business by managing service investments to maximize return on investment?
Service Portfolio Management
An IT service organization wants to provide a service desk facility to its users by recruiting service desk staff that will provide service support from their homes. Which type of service desk organizational structure should the IT service organization implement?
Virtual Service Desk
An IT department is focused on maintaining the organization's competitive advantage. Because of this focus, the users have started complaining that problems are not being handled in a timely manner. Which Service Operation issue does this represent?
Extremely proactive
Which of the following statements is/are CORRECT about the objective of Change Management?

1 Change Management defines and manages the components of services and infrastructure, maintaining accurate configuration information on the historical, planned, and current state of the services and infrastructure.
2 Change Management ensures that detailed release and deployment plans are in place, enabling the customer and business change projects to align their activities with these plans.
3 Change Management ensures all changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner
3 only
Which level of the Service V Model represents configuration levels and testing?
Component and assemblies
A user complains about the slow performance of an application. Which of the following BEST categorizes the user's complaint?
Incident
Which component of Facilities Management is responsible for activities such as cleaning, waste disposal, installing physical facilities, parking, access control and security monitoring, and signage?
Building Management
Which of the following statements about workarounds are CORRECT?

1 A workaround is used when a full solution to a problem is not yet available.
2 A workaround is entered in the Known-Error Database (KEDB).
3 A workaround is used only when a problem has never been seen before.
4 The problem record should remain open when the workaround is complete.
1, 2, and 4 only
Which process is NOT part of the Service Strategy phase of the Service Management Lifecycle?
Capacity Management
A recent security breach on a single computer at your organization has resulted in the need to deploy a security fix on several computers. You develop a procedure for deploying the fix on the computers and record everything in the Configuration Management System (CMS). Of which of the following items is this example?
Change
Which of the following questions are answered by the Service Portfolio?

1 Why should a customer buy these services?
2 What are the price and chargeback models?
3 How should we allocate our resources and capabilities?
4 What are the costs of these services?
1, 2, and 3 only
Which of the following statements is INCORRECT?

1 Each stage of the Service Management Lifecycle provides value.
2 Each stage of the Service Management Lifecycle is independent.
3 Each stage of the Service Management Lifecycle provides feedback.
4 Each stage of the Service Management Lifecycle requires coordination.
2
Which key Service Design role is responsible for ensuring that the levels of service quality are agreed on and met?
Service Level Manager
Which of the following elements is/are part of the Service Catalog component of the Service Portfolio?

1 Support terms and conditions
2 Pricing and chargeback
3 Policies
4 Supported products
All of the options are correct
When an organization's primary focus is to achieve a high level of IT service performance without worrying about how the high performance is achieved, to which extreme is an organization close?
Extreme external focus
Which of the following is NOT considered to be part of a service package?
Service utility
Your organization has decided to adopt ITIL® for service management. Which of the following is NOT a benefit of ITIL?
It must be followed precisely
Guaranteeing that service expenditures are properly analyzed is part of which process?
Financial Management
Which of the following statements is/are CORRECT about good practice?

1 Sources of good practice include standards.
2 Sources of good practice include public frameworks.
3 Sources of good practice include proprietary knowledge of individuals and organizations.
All of the statements
A service performs a function that is useful within your organization. However, the service does not provide the capacity that your organization requires. Which of the following options would correctly describe the capacity?
High utility, low warranty
Which role has the responsibility to create and coordinate quality solution plans for services?
Service Design Manager
Which of the following is NOT considered to be a capability?
Financial capital
Which role is responsible for identifying and understanding the current and future service requirements of customers and documenting them in the Service Level Agreement (SLA) and Service Level Requirement (SLR) documents?
Service Level Manager
During the Service Management tool selection process, which event is responsible for categorizing the needs of the organization using the MoSCoW analysis?
Requirements
Which ITIL stage is considered the hub of the ITIL Service Management Lifecycle?
Service Strategy
Which of the following statements is FALSE in regards to Service Strategy?

1 What services should we offer and to whom?
2 How can we justify strategic investments?
3 What are the Patterns of Business Activity (PBA)?
4 How do we manage risks?
4
Which of the following is NOT a characteristic of a service?
It increases the effect of the constraints
Which of the following assets can be categorized as resources for an IT service organization?
infrastructure
Which is a primary concern of the Service Strategy stage of the Service Lifecycle?
Establishing objectives and expectations
A service provider indicates that they have a three-view Service Catalog. All of the following are views included EXCEPT:
IT
Which component of the Service Strategy phase is described using the terms availability, capacity, continuity, and security?
Warranty
What is the primary purpose of the Service Strategy stage of the Service Management Lifecycle?
Provide guidance for the service
Which public frameworks can be used as a source of good practice for a service provider? (Choose all that apply.)
CMMI
COBIT
ITIL
Which process is driven by business activity patterns?
Demand Management
Which process of the Service Strategy phase ensures that the level of service provided matches the needs of the user or customer?
Demand Management
Which service asset value is based on customer perceptions?
Utility
Which of the following statements regarding the Service Portfolio are CORRECT?

1 The Service Portfolio is a complete set of services managed by a service provider.
2 The Service Portfolio is published to customers.
3 The Service Catalog is the only portion of the Service Portfolio that is published to customers.
4 The Service Pipeline is the portion of the Service Portfolio that is under consideration or development
1, 3, and 4 only
An IT service organization wants to provide a 24-hour service desk facility with each service desk in different geographical locations not working more than one shift. Which type of service desk organizational structure should the IT service organization implement?
Follow-the sun service desk
What is the best description of a service-based Service Level Agreement (SLA)
An agreement that covers all issues with a specific service
On which components do the Service Lifecycle stages rely to execute each element of the lifecycle?
Processes
Which type of costs in Financial Management for IT Services are paid even if the service is not used?
fixed costs
Which process is responsible for coordinating the Service Improvement Program (SIP)?
Service Level Management
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