ITIL V3.5 Practicetest 1

A tool is a device or software that is designed to perform a specific task or provide assistance in completing a task. While tools can provide knowledge, information, and data, they cannot provide wisdom. Wisdom is a deeper understanding that comes from experience, reflection, and the ability to apply knowledge and information in a meaningful and insightful way. Tools can assist in the acquisition and processing of knowledge, information, and data, but the application of wisdom requires human judgment and critical thinking.

A major incident is described as an incident that has a high priority or high impact on the business. This means that it is a significant issue that needs immediate attention and resolution in order to minimize the negative impact on the business operations. It may involve critical systems or services being down, causing disruption to the business processes. Resolving major incidents often requires the involvement of key stakeholders and resources to address and restore normal operations as quickly as possible.

Major incidents require separate procedures because they are typically more complex and require specialized handling. Separate procedures ensure that the incident is given the appropriate level of attention and resources, allowing for a more focused and efficient response. By having separate procedures in place, organizations can ensure that the necessary steps are followed to resolve the incident effectively, minimizing any potential negative impacts.

The purpose of Service Operation is to deliver and manage IT Services at agreed levels to business users and customers. This involves ensuring that IT Services are provided efficiently and effectively, meeting the agreed upon service levels and delivering value to the business. Service Operation is responsible for the day-to-day management of IT Services, including incident management, problem management, access management, and service desk activities. Its focus is on maintaining the stability and performance of the IT infrastructure and minimizing the impact of incidents and problems on the business.

ITIL gives guidance that service reporting intervals must be defined and agreed with the customers. This means that the frequency of producing service reports should be determined in collaboration with the customers based on their specific needs and requirements. It emphasizes the importance of customer involvement in determining the reporting intervals to ensure that the reports are timely and relevant to their needs.

The next step in the Continual Service Improvement (CSI) Model after determining whether the desired goals have been achieved is to address how to keep the momentum going. This step focuses on identifying strategies and actions to maintain the progress made and ensure continuous improvement. It involves evaluating the effectiveness of the implemented changes, identifying any areas for further improvement, and developing plans to sustain and build upon the achieved results.

The given list consists of different roles, specifically the Change Authority, Change Manager, and Change Advisory Board (CAB). These roles are not job descriptions or functions, but rather they represent different individuals or groups involved in the change management process. Therefore, the correct answer is "Roles, people or groups."

Request Fulfilment is the process responsible for sourcing and delivering components of requested standard services. This process ensures that service requests from users are fulfilled in a timely and efficient manner, by coordinating with other processes and teams involved in the delivery of the requested services. It involves activities such as logging and categorizing requests, sourcing the required components, and coordinating with suppliers and support teams to deliver the requested services to the users.

In the RACI model, which stands for Responsible, Accountable, Consulted, and Informed, the person who should be accountable for a process is the process owner. This means that they are ultimately responsible for the success or failure of the process and have the authority to make decisions and take action. Having multiple people accountable for a process can lead to confusion and lack of accountability. Therefore, only one person, the process owner, should be accountable for a process in the RACI model.

The correct answer is B. The ITIL Complementary Guidance. The ITIL Complementary Guidance refers to a set of publications that provide guidance specific to industry sectors and organization types. These publications complement the core ITIL books and offer additional guidance and best practices for implementing ITIL in specific contexts.

The process responsible for sourcing and delivering components of requested standard services is Request Fulfillment. This process ensures that all requests for services are properly recorded, categorized, and fulfilled in a timely manner. It involves activities such as validating the request, sourcing the necessary components, and delivering the requested service to the user. Service Portfolio Management is responsible for managing the service portfolio and not specifically for sourcing and delivering components. Service Desk is responsible for handling user incidents and requests, but not specifically for sourcing and delivering components. IT Finance is responsible for managing the financial aspects of IT services and not specifically for sourcing and delivering components.

This answer is correct because it follows the logical progression of knowledge management. Data is the raw facts and figures, which are then organized and processed into information. Knowledge is then derived from the information by applying context and understanding. Finally, wisdom is the highest level, where knowledge is applied in a meaningful and insightful way. Therefore, the correct hierarchy is Data - Information - Knowledge - Wisdom.

The implementation of ITIL Service Management requires the effective and efficient use of people, process, products, and partners. People are needed to carry out the processes and use the products effectively. Processes provide the structure and guidelines for delivering services. Products refer to the tools and technologies used to support the service management processes. Partners are external organizations or individuals that collaborate with the service provider to deliver services. Therefore, all four elements - people, process, products, and partners - are essential for successful implementation of ITIL Service Management.

An Operational Level Agreement (OLA) is an agreement between the service provider and another part of the same organization. This means that it is an agreement between different departments or teams within the same organization, outlining the specific responsibilities, expectations, and service levels that each party has towards each other. OLAs are used to ensure effective coordination and collaboration between different parts of the organization in order to deliver high-quality services.

The correct answer is B because it states that incidents can be reported by anyone who detects a disruption or potential disruption to normal service, including technical staff. This aligns with best practices in incident reporting and logging, as it allows for a wider range of individuals to report incidents, ensuring that all potential issues are captured and addressed promptly.

Service management refers to a set of specialized organizational capabilities that are focused on providing value to customers through the delivery of services. This definition highlights the importance of having specific skills, processes, and resources in place to effectively deliver services that meet customer needs and expectations. It emphasizes that service management is not just about performing activities or managing functions within an organization, but rather about having the necessary capabilities to create and deliver valuable services to customers.

When closing an incident, it is important to check the incident categorization and correct it if necessary. This ensures that the incident is properly documented and classified for future reference and analysis. Additionally, it is necessary to check that the user is satisfied with the outcome of the incident. This helps to ensure that the issue has been fully resolved to the user's satisfaction and that there are no lingering concerns or unresolved problems. Therefore, both of these actions should be done when closing an incident.

The purpose of Service Transition is to ensure that a service can be managed, operated, and supported effectively. It involves activities such as planning and managing the capacity and resource requirements for managing a release, providing quality knowledge of Change, Release, and Deployment Management, and ensuring that the service is ready for deployment. However, providing training and certification in project management is not a specific purpose of Service Transition.

The main objective of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services. This means that Service Level Management is responsible for defining, negotiating, and documenting the level of service that will be provided to customers. It involves setting service level targets, monitoring and reporting on performance against these targets, and taking actions to improve service quality if necessary. By doing so, Service Level Management helps to ensure that IT services meet the needs and expectations of customers.

A process is a series of steps or actions that are taken to achieve a specific goal or outcome. It is measurable because it can be assessed and evaluated based on certain criteria or metrics. It delivers specific results because it is designed to produce a particular outcome. It responds to specific events because it is influenced by external factors or triggers. However, a process is not a method of structuring an organization. Organizational structure refers to how the various parts of an organization are arranged and how authority and responsibility are distributed.

The correct answer is A: Requirement to always call the Service Desk for service requests. This is not an example of self-help capabilities because it involves relying on the service desk for assistance, rather than being able to resolve issues independently. Self-help capabilities typically involve options like a web front-end, menu-driven self-help options, and a direct interface into the back-end process-handling software, which allow users to access information and perform tasks without needing to rely on external assistance.

The objective of Problem Management is to prevent Problems and their resultant Incidents, to manage Problems throughout their lifecycle, and to eliminate recurring Incidents. Restoring service to a user is not a valid objective of Problem Management because it falls under the scope of Incident Management, which focuses on restoring services as quickly as possible to minimize the impact on users. Problem Management, on the other hand, aims to identify and address the underlying causes of Incidents to prevent them from recurring in the future.

An incident is defined as an unplanned interruption or reduction in the quality of an IT service. This means that when there is an incident, there is an unexpected disruption or decrease in the level of service provided by the IT system. This could be due to a variety of reasons such as hardware failure, software malfunction, or human error. The key point is that the incident is not planned and it negatively impacts the service being provided.

The correct answer is D. Priority should be based on impact and urgency. This means that when determining the priority of a task or issue, both the impact and urgency should be taken into consideration. The impact refers to the potential consequences or significance of the task or issue, while the urgency refers to the time sensitivity or deadline associated with it. By considering both factors, one can determine the appropriate priority level for addressing the task or issue effectively.

The correct answer is A. 1, 2 and 4 only. This means that the Service Desk organizational structures include the Local Service Desk, Virtual Service Desk, and Follow the Sun. The IT Help Desk is not included in the list of Service Desk organizational structures.

IT Operations Management is responsible for monitoring activities and events in the IT infrastructure. This role or function ensures that all systems and applications are running smoothly and efficiently. They monitor performance, troubleshoot issues, and proactively address any potential problems. By monitoring activities and events, IT Operations Management can identify and resolve issues before they cause significant disruptions or downtime. This helps to maintain the overall stability and reliability of the IT infrastructure.

The functions within Service Operation are responsible for various types of communication. Communication between Data Centre shifts is necessary to ensure smooth handover and continuity of operations. Communication related to changes is important to keep all stakeholders informed about any changes that may affect the services. Performance reporting involves communicating the performance of the services to relevant parties. Routine operational communication is essential for day-to-day operations. Therefore, all of the given options - 1, 2, 3, and 4 - are types of communication that can be expected from the functions within Service Operation.

The objective of Request Fulfilment is to provide a channel for users to request and receive standard services, to provide information to users about what services are available and how to request them, and to source and deliver the components of standard services that have been requested. Updating the Service Catalogue with services that may be requested through the Service Desk is not a direct objective of Request Fulfilment.

The correct answer is The Service Provider. The service provider is responsible for owning the specific costs and risks associated with providing a service. This includes managing the financial aspects and taking on any potential risks that may arise during the service delivery process. The service provider is accountable for ensuring the service meets the agreed-upon service level agreements and delivering it in a cost-effective manner.

The correct answer is C. IT Operations Control and Facilities Management. IT Operations Control involves monitoring and controlling the IT infrastructure and systems to ensure smooth operations. Facilities Management focuses on managing the physical environment where IT operations take place, including data centers and other facilities. These two functions are essential for effective IT operations management.

The correct answer is C. The Configuration Management System is part of the Service Knowledge Management system. This statement is correct because the Configuration Management System (CMS) is a component of the larger Service Knowledge Management System (SKMS). The SKMS includes all the tools, databases, and information used by the IT service provider to manage the lifecycle of their services. The CMS specifically focuses on the management of configuration items (CIs) and their relationships, ensuring that accurate and up-to-date information is available for effective service delivery and support.

Service Metrics measure the end-to-end service. This means that they assess the performance, quality, and effectiveness of the entire service delivery process, from the initial request to the final outcome. Service Metrics help organizations evaluate how well they are meeting their service level agreements and identify areas for improvement. They provide insights into customer satisfaction, service efficiency, and overall service performance. By focusing on the end-to-end service, organizations can ensure that they are delivering value to their customers and meeting their business objectives.

The correct answer is D. The portion of a service or IT infrastructure that is normally released together. A Release Unit refers to a specific part or component of a service or IT infrastructure that is typically released as a whole. It could be a software application, a module, a set of features, or any other cohesive unit that is deployed or updated together. This ensures that all the necessary components are released simultaneously, minimizing any potential disruptions or compatibility issues.

The correct answer is C because the Service Portfolio contains information about all services, including those that are being considered for future development, while the Service Catalogue only includes information about services that are live or being prepared for deployment. This means that the Service Portfolio is a broader collection of information about all services, while the Service Catalogue is a subset that focuses on currently available or soon-to-be-deployed services. Therefore, option C is the most correct statement.

A service request is a request from a user for information, advice, or for a standard change. This means that the user is seeking assistance or guidance, or they are requesting a change that is already defined and approved as a standard change. This type of request does not involve a high level of risk or require approval from a Change Advisory Board (CAB) meeting.

Service Transition is a stage in the ITIL (Information Technology Infrastructure Library) framework that focuses on transitioning new or changed services into the live environment. This stage includes various processes, and the correct answer lists three of them: Change Management, Service Asset and Configuration Management, and Release and Deployment Management. Change Management ensures that changes to services or the IT infrastructure are properly planned, approved, and implemented. Service Asset and Configuration Management manages the information about the assets and configurations required to deliver IT services. Release and Deployment Management is responsible for planning, scheduling, and controlling the movement of releases into the live environment.

An organization should collect metrics related to technology, process, and service in order to support Continual Service Improvement (CSI). These three types of metrics provide valuable insights into the performance and effectiveness of the organization's technology infrastructure, operational processes, and service delivery. By analyzing these metrics, the organization can identify areas for improvement, make informed decisions, and drive continuous improvement initiatives to enhance the overall quality and value of its services.

Availability Management is responsible for ensuring the availability of both services and components. This means that it is responsible for making sure that the services provided by an organization are available to users when they need them, and that the components that make up those services are also available and functioning properly. This includes monitoring and managing the availability of hardware, software, networks, and any other components that are necessary for the delivery of services. By focusing on both services and components, Availability Management can ensure that the organization is able to meet the needs of its users and maintain a high level of service availability.

A Problem Record should be created when a Technical Management team identifies a permanent resolution to a number of recurring Incidents. This indicates that there is an underlying problem causing these incidents and a permanent solution has been found. Creating a Problem Record allows for further investigation and analysis of the problem, as well as tracking the progress of implementing the permanent resolution.

The correct answer is D. The cause of one or more Incidents. This option best describes a problem because a problem is the underlying cause of one or more incidents. It is a condition that can lead to the occurrence of incidents and needs to be resolved in order to prevent future incidents from happening.

Hierarchic escalation refers to the process of notifying higher levels of management about an incident. This is done to ensure that the incident is appropriately addressed and resolved in a timely manner. By involving senior levels of management, it allows for a higher level of expertise and decision-making authority to be brought into the incident resolution process. This helps to ensure that the incident is given the necessary attention and resources to be resolved effectively.

Supplier Management and Service Level Management are the processes that review Underpinning Contracts on a regular basis. Supplier Management is responsible for managing relationships with suppliers and ensuring that contracts are being followed and met. Service Level Management is responsible for monitoring and managing the performance of services provided by suppliers. Therefore, these two processes are the most relevant in reviewing Underpinning Contracts.

The correct answer is B. 1 only. This means that statement 1, "It delivers its primary results to a customer or stakeholder," is correct for every process. Statement 2, "It defines activities that are executed by a single function," is not correct for every process.

Risk management is primarily concerned with identifying, assessing, and mitigating risks to ensure the organization can continue to operate, protect its assets, and provide a safe environment. However, the approval of change requests with mitigated risks falls under the domain of change management, not risk management. Change management focuses on managing the process of implementing changes within an organization while minimizing disruption and maximizing benefits. Therefore, ensuring that only change requests with mitigated risks are approved for implementation is not a concern of risk management.

Roles, activities, and responsibilities are all part of every process. Roles define the responsibilities and tasks assigned to individuals within the process. Activities are the specific actions or steps that need to be taken to complete the process. Responsibilities are the obligations or duties that individuals have within the process. Therefore, options 1, 2, and 4 are the correct choices as they include all these essential elements of a process.

Contracts are legal agreements that define the terms and conditions between parties involved in a business transaction. In this case, the correct answer is "The provision of goods and services by Suppliers." Contracts are used to outline the specific goods and services that will be provided by suppliers, including the terms of delivery, payment, and any other relevant details. This ensures that both parties are clear on their obligations and protects their rights in case of any disputes or breaches of the agreement.