ITIL - Part 2
- 1.Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?
- A.
Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
- B.
Public standards are always cheaper to adopt
- C.
Public frameworks are prescriptive and tell you exactly what to do
- D.
Proprietary knowledge has been tested in a wide range of environments
- 2.Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operational communication
- A.
1 only
- B.
2 and 3 only
- C.
1,2, and 4 only
- D.
All of the above
- 3.Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A.
Service Operation
- B.
Service Transition
- C.
Continual Service Improvement
- D.
Service Strategy
- 4.Which statement BEST represents the guidance on incident logging?
- A.
Incidents must only be logged if a resolution is not immediately available
- B.
Only incidents reported to the Service Desk can be logged
- C.
All incidents must be fully logged
- D.
The Service Desk decide which incidents to log
- 5.In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?
- A.
Baseline assessments
- B.
Service and process improvements
- C.
Taking measurements and recording metrics
- D.
Setting measurement targets
- 6.Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
- A.
The Service Level Manager
- B.
The IT Service Continuity Manager
- C.
The Service Catalogue Manager
- D.
The Supplier Manager
- 7.Which of the following should NOT be a concern of Risk Management?
- A.
To ensure that the organization can continue to operate in the event of a major disruption or disaster
- B.
To ensure that the workplace is a safe environment for its employees and customers
- C.
To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
- D.
To ensure only the change requests with mitigated risks are approved for implementation
- 8.Which of the following is the CORRECT definition of a Release Unit?
- A.
A measurement of cost
- B.
A function described within Service Transition
- C.
The team of people responsible for implementing a release
- D.
The portion of a service or IT infrastructure that is normally released together
- 9.Which process lists "Understanding patterns of business activity" as a major role?
- A.
Demand Management
- B.
Supplier Management
- C.
Service Desk
- D.
RequestFulfilllment
- 10.Which of the following statements is CORRECT?
- A.
Process owners are more important to service management than service owners
- B.
Service owners are more important to service management than process owners
- C.
Service owners are as important to service management as process owners
- D.
Process owners and service owners are not required within the same organization
- 11.Where would you expect incident resolution targets to be documented?
- A.
A Service Level Agreement (SLA)
- B.
A Request for Change (RFC)
- C.
The Service Portfolio
- D.
A Service Description
- 12.Customer perceptions and business outcomes help to define what?
- A.
The value of a service
- B.
Customer satisfaction
- C.
Total Cost of Ownership (TCO)
- D.
Key Performance Indicators (KPIs)
- 13.The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?
- A.
Negotiating and agreeing Service Level Agreement
- B.
Negotiating and agreeing Operational Level Agreements
- C.
Ensuring that the information within the Service Catalogue is adequately protected and backedup.
- D.
Only ensure that adequate technical resources are available
- 14.Which of the following provides resources to resolve operational and support issues during Release and Deployment?
- A.
Early Life Support
- B.
Service Test Manager
- C.
Evaluation
- D.
Release Packaging and Build Manager
- 15.Identify the input to the Problem Management process
- A.
Request for Change
- B.
Problem Resolution
- C.
Incident Records
- D.
New Known Errors
- 16.Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
- A.
Service Design
- B.
Service Transition
- C.
Service Strategy
- D.
Service Operation
- 17.Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
- A.
The Service Level Manager
- B.
The Configuration Manager
- C.
The Change Manager
- D.
The Information Security Manager
- 18.Which of the following BEST describes a Change Authority?
- A.
The Change Advisory Board
- B.
A person that provides formalauthorisation for a particular type of change.
- C.
A role, person or a group of people that provides formalauthorisation for a particular type of change.
- D.
The Change Manager who provides formal authorisation for each change
- 19.What are the two major processes in Problem Management?
- A.
Technical and Service
- B.
Resource and Proactive
- C.
Reactive and Technical
- D.
Proactive and Reactive
- 20.The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
- A.
The utility of a service
- B.
The warranty of a service
- C.
The economic value of a service
- D.
Return on investment
- 21.Which process contains the Business, Service and Component sub-processes?
- A.
Capacity Management
- B.
Incident Management
- C.
Service Level Management
- D.
Financial Management
- 22.Which of the following should be considered when designing measurement systems, methods and metrics?: 1. The services 2. The architectures 3. The configuration items 4. The processes
- A.
1, 2, and 3 only
- B.
1, 3, and 4 only
- C.
2, 3, and 4 only
- D.
All of the above
- 23.Service Design emphasises the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?
- A.
People, Products, Partners, Profit
- B.
People, Process, Products, Partners
- C.
Potential, Preparation, Performance, Profit
- D.
People, Potential, Products, Performance
- 24.With which process is Problem Management likely to share categorization and impact coding systems?
- A.
Incident Management
- B.
Service Asset and Configuration Management
- C.
Capacity Management
- D.
IT Service Continuity
- 25.In which document would you expect to see an overview of actual service achievements against targets?
- A.
Operational Level Agreement (OLA)
- B.
Capacity Plan
- C.
Service Level Agreement (SLA)
- D.
SLA Monitoring Chart (SLAM)
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