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ITIL

Terms in this set (211)

What type of changes are NOT usually included within the scope of change management?
B) Changes to business strategy
Which of the following is NOT a purpose of service operation?
A) To undertake testing to ensure services are designed to meet business needs.
What does the term IT operations control refer to?
B) Overseeing the execution and monitoring of operational activities and events
Which process is responsible for recording relationships between service components?
C) Service asset and configuration management (SACM)
What is the RACI model used for?
A) Documenting the roles and responsibilities of stakeholders in a process or activity
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
What is the MAIN purpose of availability management?
D) To ensure that service availability meets the agreed needs of the business
Which of the following does service transition provide guidance on?
C) All of the above.
1.Introducing new services
2. Decommissioning services
3. Transfer of services between service providers
Which one of the following is NOT a stage of the service lifecycle?
A) Service optimization
Which one of the following statements about a configuration management system (CMS) is CORRECT?
D) If an organization outsources its IT services there is still a need for a CMS
What are the 3 sub-processes of capacity management?
A) Business capacity management, services capacity management and component capacity management
Which of the following would be stored in the definitive media library (dml)?
1,2, and 3 only
1. Copies of purchased software
2. Copies of internally developed software
3. Relevant license documentation
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis?
B) Service Level Management
Which role should ensure that process documentation is current and available?
D) the process owner
Which of the following does the release and deployment management process address?
A) 1 and 2 only
1. Defining and agreeing release and deployment plans
2. Ensuring release packages can be tracked
Which of the following are characteristics of every process
D) all of the above
1. It is measurable
2. It delivers a specific result
3. it delivers its primary results to a customer or stakeholder
Which of the following are key ITIL characteristics that contribute to its success?
B) 1, 2, and 3 only
1. it is vendor neutral
2. it is non-descriptive
3. it is best practice
Who should be granted access to the information security policy?
C) All customers, users and IT staff
Which of the following are valid elements of a service design package (SDP)?
D) All of the above
1. Agreed and documented business requirements
2. A Plan for transition of the service
3. Requirements for new or changed processes
4. Metrics to measure the service
Which of the following are examples of tools that might support the service transition stage of the service lifecycle?
C) All of the above
1. A tool to store definitive versions of software
2. A workflow tool for managing changes
3. An automated software distribution tool
4. Testing and validation tools
Which of the following statements about problem management is/are CORRECT?
C) both of the above
1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management
2. It provides management information about the cost of resolving and preventing problems
What is the purpose of the request fulfillment process?
A) Dealing with service requests from the users
Which statement about value creation through services is CORRECT?
A) The customer's perception of the service is an important factor in value creation
Which one of the following statements about internal and external customers is MOST correct?
D) Internal and external customers should receive the level of customer service that has been agreed
Which one of the following should IT services deliver to customers?
D) Value
Which one of the following activities is part of the service level management process (SLM)
C) Monitoring service performance against service level agreements (SLA)
Which one of the following BEST summarizes the purpose of event management?
A) The ability to detect events, make sense of them and determine the appropriate control action
Which one of the following should a service catalogue contain?
D) Details of all operational services
What does "Warranty of a Service" mean?
D) Customers are assured certain levels of availability, capacity, continuity and security
Which is the first activity of the continual service improvement (CSI) approach?
A) understand the business vision and objectives
Which one of the following is a benefit of using an incident model?
C) It provides pre-defined steps for handling particular types of incidents
Which one of the following is the CORRECT sequence of activities for handling an incident?
A) identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recover, closure
Which service lifecycle stage ensures that measurement methods will provide the required metrics for new or changed services?
A) Service Design
Which of the following processes are concerned with managing risks to services?
D) 1 and 2 only
1. IT Service continuity management
2. Information security management
Which one of the following is NOT a type of metric described in continual service improvement (CSI)?
C) Personnel Metrics
Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT?
B) The CMS is part of the SKMS
What is the role of the emergency change advisory board (ECAB)?
C) To assist the change manager in evaluating emergency changes and to decide whether they should be authorized
Which of the following statements about the service desk is/are CORRECT?
B) 1 Only
1. The service desk is a function that provides a means of communication between IT and its users for all operational issues
Which one of the following is the CORRECT list of the four P's of service design?
D) People, partners, products, processes
Which one of the following represents the BEST course of action to take when a problem workaround is found?
B) The problem record remains open and details of the workaround are documented within it
Input from which processes could be considered by service level managment when negotiating service level agreements (SLAs)?
A. All other ITIL processes
Which one of the following statements about a standard change is INCORRECT?
D) They must be implemented as soon as possible
Which of the following statements about the service desk are CORRECT?
B) 1, 2, and 4 only
1. It provides a single point of contact between the service provider and users
2. It manages incidents and service requests
4. Service desk staff try to restore service as quickly as possible
Which of the following statements about functions are CORRECT?
A) 1, 2, and 3 only
1. They may include tools
2. They are groups that use resources to carry out one or more activities
3. One person or group may perform multiple functions
Which one of the following is the BEST description of the activities carried out by facilities management?
C) Management of the physical IT environment such as a data centre or computer room
Which process would assist with the identification and resolution of any incidents and problems associated with service or component performance?
A) Capacity management
Which one of the following statements about the known error database (KEDB) is MOST correct?
B) The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process
Which of the following statements about key performance indicators (KPIs) and metrics are correct?
D) All of the above
1. Service metrics measure the end-to-end service
2. Each KPI should relate to a critical success factor
3. metrics can be used to identify improvement opportunities
4. KPIs can be both qualitative and quantitative
Which one of the following maintains relationships between all service components?
C) the configuration management system
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
Whichof the following statements are/is CORRECT?
A) 1 only
1. Problem management can support the service desk by providing known errors to speed up incident resolution
A failure has occurred on a system and is detected by a monitoring tool. This systems supports a live IT service. when should an incident be raised?
D) Immediately. to limit or prevent impact on users.
Which of the following could be considered stakeholders in a service management project?
D) All of the above
1. Users
2. Customers
3. Suppliers
4. Functions
Which of the following activities does service asset and configuration management ensure are performed?
A) All of the above
1. Configuration Items (CIs) are identified
2. CIs are baselined
3. Changes to CIs are controlled
Which of the following aspects of service design should be considered when designing a service solution?
D) All of the above
1. Measurement methods and metrics
2. Management information systems and tools
3. Technology architectures
4. The processes required
Which one of the following statements is CORRECT for ALL processes?
B) They deliver results to a customer or stakeholder
Which process is primarily responsible for packaging, building, testing, and deploying services?
B) Release and deployment management
Which one of the following is the BEST example of a workaround?
A) a technician installs a script to temporarily divert prints to an alternative printer until a permanent fix is applied
Which of the following areas can be helped by technology?
D) All of the above
1. Request management
2. Service catalogue management
3. Detection and monitoring
4. Design and modeling
Which one of the following is the CORRECT list of stages in the Deming cycle?
D) Plan, Do, Check, Act
Which two processes will be involved the MOST in negotiating and agreeing contracts for the provision of recovery capability to support continuity plans?
D) IT service continuity management and supplier management
Which one of the following is the BEST definition of an incident model?
C) A set of pre-defined steps to be followed when dealing with a known type of incident
What roles are defined in the RACI Model?
A) Responsible, Accountable, Consulted, Informed
Which stage of the service lifecycle decides what services should be offered and to whom they will be offered?
D) Service strategy
Which of the following does continual service improvement (CSI) provide guidance on?
D) All of the above
1. How to improve process efficiency and effectiveness
2. How to improve services
3. Improvement of all stages of the service lifecycle
Which of the following is a type of service level agreement (SLA) described in the ITIL service design publication?
D) Customer based SLA
Which one of the following is the BEST definition of an event?
B) A change of state that has significance for the management of an IT service
Which one of the following is the MOST appropriate stakeholder to define the value of a service?
A) Customers
Which of the following should be treated as an incident?
A) All of the above
1. A user is unable to access a service during service hours
2. An authorized IT staff member is unable to access a service during service hours
3. A network component fails but the user is not aware of any disruption to service
4. A user contacts the service desk about the slow performance of an application
Which one of the following statements about a change model is CORRECT?
C) A change model defines the steps that should be taken to handle a particular type of change
The CSI approach uses a number of techniques. Which one of the following techniques would BEST help a business understand "where are we now?"
C) Performing a baseline assessment
Which Service operation processes are missing from the following list?
1. Incident management
2. Problem management
3. Access management
A) Event management and request fulfillment
Which stage of the service lifecycle provides a framework for evaluating service capabilities and risk profiles before new or changed services are deployed?
C) Service transition
Which of the following activities should a service owner undertake?
D) 1, 3, and 4 only
1. Representing a specific service across the organization
3. Helping to identify service components
4. Representing a specific service in change advisory board (CAB) meetings
Which one of the following is NOT a purpose or objective of availability management?
D) to ensure that business continuity plans are aligned to business objectives
Which one of the following is a CORRECT description of the "four Ps" of service design?
D) Four major areas that need to be considered during service design
Which one of the following BEST describes a major problem review?
D) 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
Which one of the following statements about supplier management is INCORRECT?
A) Supplier management negotiates operational level agreements (OLA)
Which one of the following is a primary purpose of business relationship management?
D) Understanding the customer's needs and ensuring they are met
Which one of the following statements is an objective of the design coordination process?
To monitor and improve the performance of the service design lifecycle stage
Which role is responsible for carrying out the activities of a process?
D) Process practioner
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
B) IT operations management
Which of the following options is a heirarchy that is used in knowledge management?
B) Data-Information-Knowledge-Wisdom
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
A) Service design: Design the processes
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
A) Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
Which of the following is an objective of business relationship management?
B) To ensure high levels of customer satisfaction
The design of IT services requires the effective and efficient use of the "Four P's". What are the "Four P's"?
C) People, process, products, partners
Which of the following BEST describes service strategies value to the business?
D) Enabling the service provider to have a clear understanding of what levels of service will make their customers successfull
Which two processes will contribute MOST to enabling effective problem detection?
C) Incident and even management
Which of the following would be used to communicate a high level description of a major change that involved signficant cost and risk to the organization?
A) Change proposal
Which of the following should be documented in an incident model?
2 only
2. Chronological order of steps to resolve the incident
Why is it important for service providers to understand patterns of business activity (PBA)?
C) Demand for the services delivered by service providers are directly influenced by PBA
Which one of the following would NOT be defined as part of every process?
C) Functions
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
B) Service Catalogue Management
A process owner has been identified with and "I" in a RACI Matrix. Which one of the following would be expected of them?
C) Be kept up-to-date on the progress of an activity
Which of the following are objectives of service level management?
1,2,and 3 only
1. Defining, documenting and agreeing the level of FT services to be provided.
2. Monitoring, measuring and reporting the actual level of services provided
3. Monitoring and improving customer satisfaction
Which one of the following do technology metrics measure?
A) Components
Which process includes business, service and component sub-processes?
A) Capacity management
Which one of the following is NOT part of the service design stage of the service lifecycle?
A) Designing and maintaining all necessary service transition packages
What is the result of carrying out an activity, following a process or delivering an IT service known as?
A) Outcome
Which process is responsible for managing relationships with vendors?
C) Supplier management
Which of the following service desk organizational structures are described in service operation?
A) 1, 2, and 4 only
1. Local service desk
2. Virtual service desk
4. Follow the sun
What are the categories of event described in the UIL service operation book?
C) Informational, warning, exception
What would you call the groups of people who have an interest in the activities, targets, resources, and deliverables from service management?
B) Stakeholders
Which of the following are the MAIN objectives of incident management?
B) 2 and 3 only
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
What is the name of the group that should review changes that must be implemented faster than the normal change process?
B) Emergency Change Advisory Board
Which of the following is NOT an objective of service transition?
B) to provide training and certification in project management
Which of the following types of service should be included in the scope of service portfolio management?
B) All of the above
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
The BEST description of an incident is:
B) An unplanned interruption to service or a reduction in the quality of service
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
D) What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?
When can an error record be raised?
D) Both of the above
1. At any time it would be useful to do so
2. After a workaround has been found
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
B) The Change Advisory Board
Which process is responsible for discussing reports with customers showing whether services have met their targets?
C) Service level management
What do customer perceptions and business outcomes help to define?
A) The Value of a Service
Which of the following are basic concepts used in access management?
B) Rights, access, identity, directory services, service/service components
Which of these statements about resources and capabilities is CORRECT?
B) Resources and capabilities are both types of service asset
Within service design, what is the key output handed over to service transition?
B) Service design package
What should a service always deliver to customers?
C) Value
Which process is responsible for the availability, confidentiality and integrity of data?
D) Information Security Management
Availability Management is directly responsible for the availability of which of the following?
A) IT Services and components
What type of baseline captures the structure, contents, and details of the infrastructure and represents a set of items that are related to each other?
A) Configuration Baseline
Which of the following BEST describes the purpose of access management?
B) Provides the rights for users to be able to use a service or groups of services
Which of the following are reasons why ITIL is successful?
A) All of the above
1. ITIL is vendor neutral
2. ITIL does not prescribe actions
3. ITIL represents best practice
Which one of the following includes four stages called Plan, Do, Check and Act?
A) The Deming Cycle
The consideration of value creation is a principle of which stage of the service lifecycle?
B) Service strategy
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
C) Request fulfillment
Which of the following BEST describes partners' in the phrase people, processes, products and partners?
A) Suppliers, manufacturers and vendors
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
D) The Supplier Management
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
C) Knowledge
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
C) A service design package (SDP)
Which of the following would commonly be found in a contract underpinning an IT Service?
D) All of the above
1. Financial arrangements related to the contract
2. Description of the goods or services provided
3. Responsibilities and dependencies for both parties
Service transition contains detailed descriptions of which processes?
A) Change management, service asset and configuration management, release and deployment management
Which statement should NOT be part of the value proposition for Service Design?
D) Better balance of technical skills to support live services
Which process would be used to compare the value that newer services have offered over those they have replaced?
C) Service Portfolio Management
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB).

Which one of the following is the BEST description of the items above?
D) Roles, people or groups
Hierarchic escalation is BEST described as?
A) Notifying more senior levels of management about an incident
Which one of the following functions would be responsible for the management of a data centre?
D) Facilities Management
Which one of the following would be MOST useful in helping to define roles and responsibilities in an organizational structure?
A) The RACI Model
Which process will regularly analyse incident data to identify discernible trends?
B) Problem managment
Which is the correct definition of a customer facing service?
A) One which directly supports the business processes of customers
Which one of the following is the BEST definition of the term service management?
A) A set of specialized organizational capabilities for providing value to customers in the form of services
Which of the following is NOT a valid objective of problem management?
C) To restore service to a user
Which one of the following is an objective of service catalogue management?
C) Ensuring that the service catalogue is made available to those approved to access it
Which of the following statements BEST describes the aims of release and deployment management?
A) To build, test and deliver the capability to provide the services specified by service design
Which one of the following activities are carried out during the "Where do we want to be" step of the continual service improvement (CSI) approach?
D) Defining measurable targets
Which one of the following can help determine the level of impact of a problem?
B) Configuration Management System (CMS)
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
B) Identification of risk, analysis and management of the exposure to risk
Which of the following is an enabler of best practice?
B) Technology
Service design emphasizes the importance of the "Four P's". These "Four P's" include Partners, People, Processes, and one other "P". Which of the following is the additional "P"?
C) Products
Which of the following is NOT one of the five individual aspects of service design?
C) The design of new or changed services
Where would you expect incident resolution targets to be documented?
A) A Service Level Agreement (SLA)
Which of the following provide value to the business from service strategy?
C) 1 and 2 only
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
What are the categories of event described in the ITIL service operation book?
C) Informational, warning, exception
A process owner is responsible for Which of the following?
C) 1,2 and 3 only
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
Which one of the following is concerned with policy and direction?
B) Governance
Which of the following should be considered when designing measurement systems, methods and metrics?
D) All of the above
1. The services
2. The architectures
3. The configuration items
4. The processes
Which of the following is the best definition of IT Service Management?
D) The implementation and management of quality IT services that meet business needs
Which of the following is service transition planning and support NOT responsible for?
D) Detailed planning of the build and test of individual changes
What are the underpinning contracts used to document?
B) The provision of goods and services by 3rd party suppliers
In which document would you expect to see an overview of actual service achievements against targets?
D) SLA monitoring charts (SLAM)
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
B) The process owner
Which process is responsible for ensuring that appropriate testing takes place?
B) Release and deployment management
Which of the following identify the purpose of business relationship management?
B) Both of the above
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Which of the following is the correct definition of outcome?
B) The result of carrying out an activity, following a process or delivering an IT Service
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
B) Continual Service Improvement
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
C) Design Coordination
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
B) Stakeholders
What would be the next step in the continual service improvement (CSI) model after?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6?
C) How do we keep the momentum going?
Which statement about the emergency change advisory board (ECAB) is CORRECT?
C) The ECAB will be used for emergency changes where there may not be time to call a full CAB
Which of the following BEST describes a problem?
D) The cause of one or more incidents
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
C) Service Desk
Which one of the following statements about incident reporting and logging is CORRECT?
B) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
Which process is responsible for providing the rights to use an IT Service?
B) Access management
What types of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
B) Supporting Services
Which of the following areas would technology help to support during the service lifecycle?
D) All of the above
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
How many people should be accountable for a process as defined in the RACI model?
B) Only one - the process owner
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A) A change
Where should the following information be stored?
1. The experience of staff
2. Records of user behavior
3. Suppliers abilities and requirements
4. User skill levels
D) The service knowledge management system (SKMS)
Which of the following statements about standard changes are CORRECT?
D) All of the above
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A) Event management, incident management, problem management, request fulfillment, and access management
With which process is problem management likely to share categorization and impact coding systems?
A) Incident management
What guidance does ITIL give on the frequency of production of service reporting?
A) Service reporting intervals must be defined and agreed with the customers
Which one of the following does service metrics measure?
C) The end to end service
Which one of the following is NOT a valid purpose or objective of problem management?
C) To restore service to a user
Which process is responsible for low risk, frequently occurring, low cost changes?
D) Request fulfillment
Which function or process would provide staff to monitor events in an operations bridge?
B) IT Operations management
Which of the following activities are performed by a service desk?
B) 1,2 and 3 only
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
Which of the following is NOT an objective of Continual Service Improvement?
D) Conduct activities to deliver and manage services at agreed levels to business users
Check, Act, Pland are three of the stages of the Deming Cycle. Which is the fourth?
A) Do
What are the 3 types of metrics that an organization should collect to support continual service improvement (CSI)?
D) Technology, process and service
Which of the following are classed as stakeholders in service management?
A) All of the above
1. Customers
2. Users
3. Suppliers
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
B) Customer
Which process is responsible for sourcing and delivering components of requested standard services?
A) Request fulfillment
Which of the following is the best definition of service management?
B) A set of specialized organizational capabilities for providing value to customers in the form of services
Which of the following CANNOT be provided by a tool?
C) Wisdom
Which one of the following is the purpose of service level management?
D) To ensure that an agreed level of IT Service is provided for all current IT Services
Which one of the following activities does application management perform?
B) Ensuring that the required functionality is available to achieve the required business outcome
What is a RACI model used for?
D) Defining roles and responsiblities
The remediation plan should be evaluated at what point in the change lifecycle?
A) Before the change is approved
Which of the following statements MOST correctly identifies the scope of design coordination activities?
D) Any change that the organization believes could benefit
What is the PRIMARY process for strategic communication with the service provider's customers?
D) Business relationship management
Which one of the following is NOT an aim of the change management process?
D) to deliver and manage IT Services at agreed levels to business users
What are customers of IT services who work in the same organization as the service provider known as?
D) Internal customers
Access management is closely related to which other process?
C) Information Security Management
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
B) Service Design
Which of the following is the BEST reason for categorizing incidents?
A) To establish trends for use in problem management and other IT service management (ITSM) activities
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
A) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
Which of the following provide value to the business from service strategy?
A) All of the above
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Which of the following would be examined by a major problem review?
D) All of the above
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Which one of the following is the BEST description of a relationship in service asset and configuration management?
B) Describes how the configuration items (CIs) work together to deliver the services
Which of the following are sources of best practice?
A) All of the above
1. Academic research
2. Internal Experience
3. Industry practices
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