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ITIL 2011 Questions
Prep questions for the 2011 ITIL Exam
What does business and IT alignment mean?
The IT organization has aligned itself to meet the needs of the business process and organizational objectives.
The ITIL 2011 framework is structured around which concept?
The Service Lifecycle
What is an Internal Service Provider?
An IT department contained in the business unit it serves.
What does RACI stand for?
Responsible / Accountable / Consulted / Informed
What are the core ITIL publications?
Service Strategy / Service Design / Service Transition / Service Operation / Continual Service Improvement
(True or False) Each Service Lifecycle stage has specific objectives and responsibilities defined.
(True or False) Each Service Lifecycle stage will be executed as many times as necessary during the life of a service.
(True or False) There is a chronological order in which the Service cycle is carried out.
(True or False) The ITIL framework is structured around the concept of the Service Lifecycle
What should all IT services deliver?
Value to customers
(True or False) All processes should be carried out as quickly as possible
(True or False) Processes create value for customers or stakeholders.
(True or False) Processes are units of organizations responsible for specific outcomes.
(True or False) Processes are primarily concerned with reducing costs
(True or False) In a RACI more than one person must always be consulted about services or processes
(True or False) In a RACI more than one person can be responsible for performing activities
(True or False) In a RACI the service owner or process owner must be informed about every activity performed
(True or False) In a RACI more than one person could be accountable for services or processes
What are best practices?
They are practices that are successful in wide industry use
What does "Warranty of Service" mean?
Customers are assured of certain levels of availability, capacity, continuity, and security.
What is budgeting?
Predicting the expected future requirements for funds to deliver the agreed up on services
Service Strategy is most useful in ...
differentiating from competitors
What is the difference between Service Warranty and Service Utility?
Service Warranty provides the customers with reassurance and guarantee. Service Utility defines the function of an IT service from the customers perspective.
What is the objective of Service Strategy?
To define policies and strategic objectives for the IT service provider
(True or False) Service Portfolio shows precision and chargeback models
(True or False) Service Portfolio shows how resources and capabilities are to be allocated
(True or False) Service Portfolio shows what opportunities there are in the market
(True or False) Service Portfolio shows why customers would buy these services
What is the Service Pipeline?
A database or structured document listing all services that are under consideration or development but are not yet available to customers
What does BRM stand for?
Business Relationship Manager
What three areas define value?
business outcomes achieved / customers preferences / customers perception
Input from which processes should be considered by Service Level management when negotiating Service Level Agreements (SLA)?
All other ITIL processes
What is the main goal of Availability Management?
To ensure that service availability matches or exceeds the agreed needs of the business.
What are the three sub-processes of Capacity Management?
Business Capacity Management / Service Capacity Management / Component Capacity Management
What are Underpinning Contracts?
They are agreements with external suppliers and under the responsibility of Supplier Management.
Is a Customer-Based Service Level Agreement (SLA) a valid type?
Describe the Four Ps of Service Design
The four major areas that need to be considered in the design of effective service management.
(True or False) Supplier Management negotiates Operational Level Agreements (OLAs) with internal groups to support the delivery of services
(True or False) Supplier Management negotiates external agreements to support the delivery of services
(True or False) Supplier Management ensures that suppliers meet business expectations
(True or False) Supplier Management maintains information in a Supplier and Contract Database
(True or False) Information Security Management (ISM) is responsible for installing anti-virus software across the organization
(True or False) Information Security Management (ISM) negotiates and agrees upon the level of security to be provided to the customer
(True or False) Information Security Management (ISM) ensures that required security levels are provided for and enforced by means of the security Operational Level Agreements (OLAs)
(True or False) Information Security Management (ISM) focuses on the technical security perspective
What does SLA stand for?
Service Level Agreement
Is Availability Management being reactive or proactive when it tests availability resilience
Is Availability Management being reactive or proactive when it plans and designs new or changed services
Is Availability Management being reactive or proactive when it investigates unavailability and takes remedial action
Is Availability Management being reactive or proactive when it does risk assessments
What maintains relationships between all service components and any related incidents / problems / known errors / changes and release documentation
The Configuration Management System
(True or False) A Change process model should be constructed when a specific change is required
(True or False) A Change process model should not be used for emergency changes
(True or False) A Change process model predefines steps that should be taken to handle a Change in an agreed way
(True or False) A Change process model does not contain Escalation procedures
What does a Definitive Medial Library (DML) contain?
Maybe a physical store but always has master copies of controlled documentation
(True or False) A Standard Change is only started by the Request Fulfillment process
(True or False) A Standard Change is granted by the nominated authority for that change
(True or False) A Standard Change is usually low risk and well understood
(True or False) A Standard Change has an approach which is preauthorized by Change Management
What is the role of the Emergency Change Advisory Board (ECAB)?
To assist the Change Manager in evaluating Emergency Changes and to decide whether the change should be approved
Service Transition provides guidance on what areas?
Testing / Moving new and changed services into production / Changing external service providers.
Which stage of the Service Lifecycle provides a framework for evaluating service capability and risk profile before a service is deployed?
(True or False) Care should be taken to avoid duplication of records in the KEDB by having many technicians create new records.
(True or False) The KEDB is the same database as the Service Knowledge Management System.
(True or False) Access to the KEDB should be limited to the Service Desk.
(True or False) The KEDB should be used during incident diagnosis stage to try to speed up the resolution process and reduce the business impact of the incident.
What does KEDB stand for?
Known Error Database
Who should make up a Change Advisory Board?
A mix of technical, business, user, and supplier representatives chaired by the Change Manager
What are the stages of Release and Deployment?
Planning / Build and Test / Deployment / Review and Close
(True or False) An incident occurs when an authorized user is unable to access a service during service hours.
(True or False) An incident occurs when an authorized IT staff member is unable to access a service during service hours.
(True or False) An incident occurs when a network segment fails and the user is not aware of any disruption to service.
(True or False) An incident occurs when a user contacts the Service Desk about slow performance of an application.
What does Facilities Management refers to?
The Management of the physical IT environment such as Data Center.
How does Incident Management provide value to the business?
Contributing to the reduction of impact of service outages and disruptions.
What is the BEST definition of an event?
A change of state that is significant for the management of the IT Infrastructure or delivery of services.
What are the Service Operation processes?
Incident Management / Problem Management / Access Management / Event Management / Request Fulfillment
Which function will use the assistance of an Operations Bridge or Network Operations Center?
IT Operations Control
(True or False) The following is likely to be covered through the Request Fulfillment process: A user logs onto an external web site to check their personal email.
(True or False) The following is likely to be covered through the Request Fulfillment process: A user calls the Service Desk to order a toner cartridge.
(True or False) The following is likely to be covered through the Request Fulfillment process: A Manager asks for a change to an existing global security profile.
(True or False) The following is likely to be covered through the Request Fulfillment process: A user calls the Service Desk because they would like to change the functionality of an application.
(True or False) Technical skills are more important to the Service Desk than business or interpersonal skills because they enable incidents to be resolved.
(True or False) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained.
(True or False) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries.
(True or False) The Service Desk can be often used as a stepping stone for staff to move into other more technical or supervisory roles.
(True or False) Problem Management can support the Service Desk by providing Known Errors to speed up incident resolution.
(True or False) Problem Management must provide information to Service Level Management about the impact of changes.
What is the best definition of an Incident Model?
A set of pre-defined steps that can be followed when dealing with a known type of incident.
The correct sequence of the four stages of the Deming Cycle is?
Plan / Do / Check / Act
What is the best description of a baseline?
Something used as a reference point for later comparison
(True or False) The following is a step in the Continual Service Improvement: What is the vision?
(True or False) The following is a step in the Continual Service Improvement: Did we get there?
(True or False) The following is a step in the Continual Service Improvement: Who will help us get there?
(True or False) The following is a step in the Continual Service Improvement: Where are we now?
(True or False) CSI provides guidance on how to improve process efficiency and effectiveness.
(True or False) CSI provides guidance on how to improve services.
(True or False) CSI provides guidance on the improvement of all stages of the Service Lifecycle.
(True or False) CSI provides guidance on the measurement of processes and services.
(True or False) Service metrics measure end-to-end service.
(True or False) KPIs should relate to a Critical Success Factor.
(True or False) Continual Service Improvement (CSI) uses process metrics to identify improvement opportunities.
(True or False) KPIs can be both qualitative and quantitative.
What does KPI stands for?
Key Performance Indicator
What does CSF stands for?
Critical Success Factor
There are three types of metrics. What are they?
Technology / Process / Service
Which concept of CSI introduces structure and visibility to this stage ensuring that all initiatives are captured and recorded and benefits realized?
What best describes the benefits of using formalized processes for the management of IT services?
It helps to ensure an agreed and consistent approach that has clearly defined inputs activities and outputs for all involved stakeholders.
Where would you find information describing practices that can be used as part of testing the operational readiness of new or modified services?
Which stage of the Service Lifecycle is most visible to customers and users?
Which stage in the Service Lifecycle is responsible for the production of new or modified processes?
Describe the ITIL framework.
A set of best practices for IT service management that can be adapted to suit an organization's needs.
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