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
Correct Answer
D. All of the above

Explanation
The configuration management plan includes the configuration information and data, as well as the attributes to be recorded for each type of identified configuration item (CI). This means that all of the options listed - CI Type, CI Location, and Access Control - are applicable for a CI item. The CI Type refers to the classification or category of the item, the CI Location specifies where the item is located, and Access Control relates to the permissions and restrictions on accessing the item.

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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
Correct Answer
C. To plan and manage resource requirements for deployments

Explanation
The objective of Service Transition is to plan and manage resource requirements for deployments. This means ensuring that the necessary resources, such as hardware, software, and personnel, are available and properly allocated for the successful deployment of new or changed services. This includes activities such as capacity planning, resource scheduling, and coordination with other teams involved in the deployment process. By effectively managing resource requirements, Service Transition ensures that deployments are carried out efficiently and with minimal disruption to the business.

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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
Correct Answer
D. Services

Explanation
Services deliver value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Unlike roles, which refer to specific positions or responsibilities within an organization, services are the means through which value is co-created with customers. Service management refers to the activities and processes involved in designing, delivering, and improving services. Processes, on the other hand, are a set of interrelated activities that transform inputs into outputs, and they are a part of service management. Therefore, the correct answer is services.

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4.

For what is the RACI model mainly used?
- A.
  
  Defining Processes
- B.
  
  Defining Roles & Responsibilities
- C.
  
  Defining Functions
- D.
  
  Defining Services
Correct Answer
B. Defining Roles & Responsibilities

Explanation
The RACI model is mainly used for defining roles and responsibilities within a project or organization. It helps to clarify who is responsible, accountable, consulted, and informed for each task or decision. By using the RACI model, teams can ensure that everyone understands their specific roles and responsibilities, reducing confusion and improving overall efficiency and accountability.

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5.

Which of the following is not change type?
- A.
  
  Standard Change
- B.
  
  Emergency Change
- C.
  
  Quick Change
- D.
  
  Major Change
Correct Answer
C. Quick Change

Explanation
The given options include different types of changes that can occur in a system or process. Standard Change refers to a pre-approved and routine change that follows a set procedure. Emergency Change is an unplanned change made in response to a critical situation. Major Change involves significant modifications to a system or process. Quick Change is not a recognized change type and does not fit into the categories mentioned.

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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
Correct Answer
A. Release Management

Explanation
Release Management is responsible for ensuring that the updated version of the spell check module is tested. Release Management is the process that oversees the planning, scheduling, and controlling of software releases, including testing and deployment. It ensures that the new version of the software is thoroughly tested before being released to users, which includes checking for any errors or bugs that may have been corrected by the Development department.

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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
Correct Answer
B. An organization supplying services to one or more internal customers or external customers

Explanation
The correct answer is "An organization supplying services to one or more internal customers or external customers." A service provider refers to an organization that offers services to either internal or external customers, or both. This can include a wide range of services, such as IT services, customer support, consulting, or any other type of service that is provided to meet the needs of customers. The term "internal customers" refers to individuals or departments within the same organization, while "external customers" are individuals or organizations outside of the organization.

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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
Correct Answer
B. Budget costs associated with the release

Explanation
The information that would NOT be attached to a Release Policy is the budget costs associated with the release. The Release Policy typically focuses on defining the attributes, mechanisms, roles, and responsibilities of the release, rather than the financial aspects of it.

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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
Correct Answer
B. Problem Management

Explanation
Problem Management is the term being described in the given question. Problem Management aims to identify and resolve the underlying causes of incidents, with the goal of minimizing their impact on the business and preventing their recurrence. It focuses on analyzing patterns and trends in incidents to identify and address the root causes, ultimately improving the stability and reliability of the IT infrastructure.

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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
Correct Answer
D. All of above

Explanation
The key activities for Service Level Management include logging and managing all complaints and compliments, collating, measuring, and improving customer satisfaction, and producing service reports. These activities are essential for effectively managing and maintaining service levels to meet customer expectations. By logging and managing complaints and compliments, organizations can address issues and improve their services. Collating, measuring, and improving customer satisfaction helps in understanding customer needs and enhancing their experience. Producing service reports provides insights into service performance and helps in identifying areas for improvement. Therefore, all of the given activities are important for Service Level Management.

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IT Service Management Quiz Part-2

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?

Which of the following is an objective of Service Transition?

What delivers value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks?

For what is the RACI model mainly used?

Which of the following is not change type?

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 Service Provider is?

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

Which of the following are key activities for Service Level Management?