IT Service Management Quiz Part-2
.
- 1.The configuration management plan contains reference to the configuration information & data. This also include the attributes that are to be recorded for each type of identified CI. What among the following are applicable for a CI item?
- A.
CI Type
- B.
CI Location
- C.
Access Control
- D.
All of the above
- 2.Which of the following is an objective of Service Transition?
- A.
To negotiate service levels for new services
- B.
To plan and manage new entries in the service catalog
- C.
To plan and manage resource requirements for deployments
- D.
To provide knowledge to Incident and Problem Management
- 3.What delivers value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks?
- A.
Roles
- B.
Service Management
- C.
Processes
- D.
Services
- 4.For what is the RACI model mainly used?
- A.
Defining Processes
- B.
Defining Roles & Responsibilities
- C.
Defining Functions
- D.
Defining Services
- 5.Which of the following is not change type?
- A.
Standard Change
- B.
Emergency Change
- C.
Quick Change
- D.
Major Change
- 6.The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?
- A.
Release Management
- B.
Incident Management
- C.
Problem Management
- D.
Configuration Management
- 7.A Service Provider is?
- A.
An organization supplying services to one or more external customers
- B.
An organization supplying services to one or more internal customers or external customers
- C.
An organization supplying services to one or more internal customers
- D.
An organization supplying IT services
- 8.Policies are typically used as a deliberate plan of action to guide decisions and achieve rational outcomes. In ITIL the Release Policy defines the attributes the release must adhere to and the associated mechanism, roles and responsibilities.What information would you NOT attach to a Release Policy?
- A.
Type of release (minor, major, emergency)
- B.
Budget costs associated with the release
- C.
Unique identification for the release
- D.
Criteria for acceptance of the release into various environments
- 9.Which term is being described below:The goal of ___ is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors
- A.
Incident Management
- B.
Problem Management
- C.
Continual Service Improvement
- 10.Which of the following are key activities for Service Level Management?
- A.
Log and manage all complaints and compliments
- B.
Collate, measure and improve customer satisfaction
- C.
Produce service reports
- D.
All of above
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