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ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile?
A) Classification, prioritization, requirements, and service asset requirements
B) Classification, attributes, requirements, and service asset requirements
C) Attributes, service asset serial numbers, prioritization, and requirements
D) Management information, prioritization, service asset serial numbers, and configuration baselines Which of these is/are recommended elements of a business case?
1. Introduction
2. Methods and assumptions
3. Business impacts
4. Risks and contingencies
5. Recommendations
A) 1, 2, 3, and 4
B) 1, 3, and 5
C) 1, 2, 3, 4, and 5
D) 2, 3, 4, and 5 What is the correct sequence of items for the basic process flow?
A) Trigger, input, output, activity, feedback
B) Trigger, input, activity, feedback, output
C) Input, trigger, activity, output, feedback
D) Trigger, input, activity, output, feedback Service design has four major areas that need to be considered in order to deliver a holistic design. Which of these are the four areas?
A) Partners, plans, people, performance
B) Process, plan, performance, partners
C) Products, plans, performance, process
D) People, process, products, partners Which of these represents the five major aspects considered by service design in the design of quality services?
A) Service management systems, processes, measurement, business strategy, and service operational readiness plans
B) Solution, service design package, business strategy, measurement, and processes
C) Solution, architecture, management systems, processes, and measurement
D) Architecture, service design package, business strategy, service transition plan, and processes Which of the following would be considered as suitable contents for a service design package? Select the best option.
1. Organizational readiness assessment
2. Organizational business strategy
3. Service lifecycle plan
4. Service transition plan
5. Service operational acceptance plan
6. Service acceptance criteria (SAC)
A) 1, 2, and 6
B) 2, 5, and 6
C) 1, 3, 4, 5, and 6
D) 1, 3, 5, and 6 Which are the key concepts for consideration in the delivery of successful services?
A) Planning, proposal, productivity, partners
B) People, process, product, partners
C) People, process, productivity, partners
D) People, proposal, productivity, partners Which of the following are the objectives of service level management (SLM)?
1. To negotiate SLAs with the customers and to design services in accordance with the agreed service level targets
2. Defining, documenting, and agreeing the level of IT Services to be provided
3. Identifying possible future markets that the service provider could operate in
4. Monitoring, measuring, and reporting the actual level of services provided
5. Monitoring and improving customer satisfaction
A) 1, 2, 4, and 5 only
B) 1, 2, and 3 only
C) 1 and 2 only
D) 1, 2, 3, 4, and 5
E) 1, 2, 3, and 5 only With which of the following activities are the Service Improvement Plan (SIP) costs associated?
1. Staff resources trained in the right skill sets to support ITSM processes
2. Tools for monitoring, gathering, processing, analyzing, and presenting data
3. Application Development and Customization
4. Constant internal assessments studies
5. Service improvements either to services or service management process
6. Training and development on CSI activities
A) 2, 4, and 6 only
B) 1, 2, 4, 5, and 6 only
C) 1 and 2 only
D) 3, 4, 5, and 6 only
E) 1, 3, 5, and 6 only What does RACI stand for?
A) Responsible, Accountable, Consulted, Informed
B) Responsible, Accountable, Consulted, Involved
C) Recorded, Assessed, Consulted, Informed
D) Review, Authorize, Consult, Inform Which of the following are terms used in availability management?
1. Reliability
2. Resilience
3. Resistance
4. Attainability
5. Serviceability
6. Maintainability
7. Detectability
A) 2, 3, 5, 6
B) 1, 2, 6, 7
C) 1, 2, 5, 6
D) 1, 4, 6, 7 Match the Availability Measurements with their correct definition:
Measurements:
1. MTTR
2. MTBF
3. MTBSI
4. MTTF
Definitions:
a. The predicted elapsed time between inherent failures of a system during operation.
b. The elapsed time between the occurrence of one system or service failure and the next.
c. The average elapsed time from the occurrence of an incident to the repair of the failed component.
d. The average time taken to repair a Configuration Item or IT Service after a failure.
A) 1a, 2b, 3c, 4d
B) 1a, 2b, 3d, 4c
C) 1d, 2a, 3b, 4c
D) 1d, 2a, 3c, 4b What are the basic steps involved in Continuity Management?
1. Prioritizing the businesses to be recovered by conducting a Business Impact Analysis (BIA).
2. Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities, and countermeasures for each service.
3. Evaluating the options for recovery.
4. Producing the Contingency Plan.
5. Testing, reviewing, and revising the plan on a regular basis.
A) 2, 3, and 4
B) 1, 2, and 5 only
C) 3, 4, and 5 only
D) 1, 2, 3, 4, and 5
E) 1, 3, and 5 only Service Transition contains detailed descriptions of which of the following processes?
A) Change Management, Service Asset and Configuration Management, and Release and Deployment Management
B) Change Management, Capacity Management, Event Management, and Service Request Management
C) Service Level Management, Service Portfolio Management, Service Asset, and Configuration Management
D) Service Asset and Configuration Management, Release Management, and Request Fulfillment Which of these statements represent acceptable criteria for defining a standard change?
1. The risk associated to the change is low or clearly understood.
2. The change follows a defined procedure or predefined steps.
3. The change can be completed within 24 hours of being requested.
4. The change can be traced to a predefined trigger.
5. The change delivers its results to IT service providers only.
A) 1, 2, and 4
B) 1, 3, and 5
C) 1, 2, 3, 4, and 5
D) 2, 3, and 4 Which of these is a recognized "business benefit" or "value statement" for the service transition lifecycle stage?
1. Deliver changes to services with a consistent approach
2. Manage the business strategic plans
3. Control the assets of the infrastructure
4. Improve business strategy through service transformation
5. Provide increased confidence in the success of changes
A) 1, 3, and 5
B) 1, 2, 3, 4, and 5
C) 1, 2, 3, and 4
D) 2, 4, and 5 The configuration management system (CMS) is composed of four separate layers. Which of these is the correct identification of those layers?
A) Presentation, information integration, configuration item, data
B) Presentation, knowledge processing, configuration item, configuration database
C) Presentation, configuration item, configuration database, knowledge model
D) Presentation, knowledge processing, information integration, data SACM is a process that supports which of the following stages of the service lifecycle?
1. Service strategy
2. Service design
3. Service transition
4. Service operation
5. Continual service improvement
A) 2, 3, and 4
B) 1, 3, and 5
C) 1, 2, 3, 4, and 5
D) 2, 3, 4, and 5 Which is the correct order and detail for the phases of the release and deployment process?
A) Deployment, planning, build and test, review, and close
B) Release deployment, release build, release test, release planning, release review, and close
C) Release and deployment planning, release build and test, deployment, review, and close
D) Release and deployment build and test, deployment, release and deployment planning, review, and close Which of the following is the correct list of functions described in ITIL?
A) Technical management function, operations management function, application management function, service desk function
B) Infrastructure management function, desktop support function, application management function, service desk function
C) Technical management function, facilities management function, service desk function
D) Infrastructure management function, service desk function, application development function Match the activities to the following functions.
Activity
1. Console management
2. Identifying functional and manageability requirements for application software
3. Providing a single point of contact
4. Designing and managing the infrastructure
Function
a. Service desk
b. Technical management
c. Application management
d. Operations management
A) 1a, 2b, 3c, 4d
B) 1b, 2c, 3d, 4a
C) 1d, 2a, 3c, 4b
D) 1d, 2c, 3a, 4b Which of these represents the correct sequence of the service lifecycle?
A) Service design, service transition, CSI, service strategy, service operation
B) Service strategy, service transition, continual service improvement, service operation, service design
C) Service strategy, service design, service transition, service operation, continual service improvement
D) Service design, service strategy, service transition, continual service improvement, service operation Identify the correct sequence of steps for the incident management process.
1. Resolution and recovery
2. Escalation, investigation, and diagnosis
3. Prioritization
4. Identification
5. Initial diagnosis
6. Categorization
7. Closure
8. Logging
A) 4, 8, 3, 5, 1, 7, 2, 6
B) 8, 4, 6, 3, 5, 2, 1, 7
C) 8, 4, 3, 6, 2, 5, 1, 7
D) 4, 8, 6, 3, 5, 2, 1, 7 Which of the following are commonly used terms when discussing service improvement outcomes?
1. Improvements
2. Benefits
3. Return On Investment (ROI)
4. Value On Investment(VOI)
5. Resources
A) 1, 2, 3, and 4 only
B) 1, 2, and 4 only
C) 1, 2, 3, 4, and 5
D) 2, 3, 4, and 5 only
E) 2, 3, and 5 only Match the following activities with the Deming Cycle stages.
1. Monitor, Measure, and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
A) 4 Plan, 3 Do, 1 Check, 2 Act
B) 2 Do, 3 Check, 4 Plan, 1 Act
C) 1 Plan, 2 Do, 3 Check, 4 Act
D) 3 Check, 4 Plan, 2 Do, 1 Act