ITIL V3.5 Practice Test 2

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Quizzes Created: 4 | Total Attempts: 2,049
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ITIL Quizzes & Trivia

Questions and Answers
  • 1. 

    The BEST processes to automate are those that are:

    • A.

      Carried out by Service Operations

    • B.

      Carried out by lots of people

    • C.

      Critical to the success of the business mission

    • D.

      Simple and well understood

    Correct Answer
    D. Simple and well understood
    Explanation
    The best processes to automate are those that are simple and well understood because these processes are easier to analyze and optimize. When a process is simple and well understood, it means that there are clear steps and guidelines in place, making it easier to identify areas for improvement and automate them effectively. Additionally, automating simple and well-understood processes reduces the risk of errors and increases efficiency, ultimately contributing to the success of the business mission.

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  • 2. 

    Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting systems 3. Release and deployment technology 4. Process Design

    • A.

      2, 3 and 4 only

    • B.

      1, 3 and 4 only

    • C.

      1, 2 and 3 only

    • D.

      All of the above

    Correct Answer
    C. 1, 2 and 3 only
    Explanation
    During the Service Transition phase of the lifecycle, technology would help to support the areas of measurement and reporting systems, release and deployment technology, and data mining and workflow tools. These technologies would assist in collecting and analyzing data, managing the release and deployment of services, and automating and streamlining processes. Process design, on the other hand, is not directly related to technology and can be supported through other means. Therefore, the correct answer is 1, 2, and 3 only.

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  • 3. 

    Which of the following are the two primary elements that create value for customers?

    • A.

      Value on Investment (VOI), Return on Investment (ROI)

    • B.

      Customer and User satisfaction

    • C.

      Understanding Service Requirements and Warranty

    • D.

      Utility and Warranty

    Correct Answer
    D. Utility and Warranty
    Explanation
    Utility and warranty are the two primary elements that create value for customers. Utility refers to the usefulness or functionality of a product or service, while warranty provides assurance to customers that the product or service will perform as expected and any issues will be addressed. By offering a product or service with high utility and a reliable warranty, customers are more likely to perceive value and be satisfied with their purchase.

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  • 4. 

    Within Service Design, what is the key output handed over to Service Transition?

    • A.

      Measurement, methods and metrics

    • B.

      Service Design Package

    • C.

      Service Portfolio Design

    • D.

      Process definitions

    Correct Answer
    B. Service Design Package
    Explanation
    The key output handed over to Service Transition within Service Design is the Service Design Package. This package contains all the necessary information and documentation related to the design of a new or changed service. It includes details about the service requirements, design specifications, implementation plans, and any other relevant information needed for the successful transition of the service into the live environment.

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  • 5. 

    What is the Service Pipeline?

    • A.

      All services that are at a conceptual or development stage

    • B.

      All services except those that have been retired

    • C.

      All services that are contained within the Service Level Agreement (SLA)

    • D.

      All complex multi-user services

    Correct Answer
    A. All services that are at a conceptual or development stage
    Explanation
    The Service Pipeline refers to all services that are in the conceptual or development stage. This means that they are not yet fully developed or operational, but are still being planned or constructed. This includes any new services that are being considered or are in the process of being designed and developed. These services have not yet been implemented or included in the Service Catalog or Service Level Agreement.

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  • 6. 

    Which of the following statements BEST describes a Definitive Media Library (DML)?

    • A.

      A secure location where definitive hardware spares are held

    • B.

      A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected

    • C.

      A database that contains definitions of all media CIs

    • D.

      A secure library where definitive authorised versions of all software and back-ups are stored and protected

    Correct Answer
    B. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
    Explanation
    A Definitive Media Library (DML) is a secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected. This means that the DML holds the official and approved versions of all media CIs, ensuring their security and protection. It is not a location for hardware spares or a database of definitions, but rather a dedicated library for storing and safeguarding the authorized versions of media CIs.

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  • 7. 

    In the phrase "People, Processes, Products and Partners". Products refers to:

    • A.

      IT Infrastructure and Applications

    • B.

      Services, technology and tools

    • C.

      Goods provided by third parties to support the IT Services

    • D.

      All assets belonging to the Service Provider

    Correct Answer
    B. Services, technology and tools
    Explanation
    In the phrase "People, Processes, Products and Partners", the term "Products" refers to services, technology, and tools. This means that it encompasses the various offerings and resources that are provided by the service provider to support the IT services. It includes the software applications, hardware infrastructure, and other technological tools that are utilized in delivering the services.

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  • 8. 

    Defining the processes needed to operate a new service is part of:

    • A.

      Service Design: Design the processes

    • B.

      Service Strategy: Develop the offerings

    • C.

      Service Transition: Plan and prepare for deployment

    • D.

      Service Operation: IT Operations Management

    Correct Answer
    A. Service Design: Design the processes
    Explanation
    The correct answer is Service Design: Design the processes. This is because service design involves defining and designing the processes needed to operate a new service. It focuses on creating a blueprint for the service, including its processes, policies, and procedures, to ensure that it can be effectively and efficiently delivered to meet the needs of the customers. Service strategy, service transition, and service operation are all important stages in the service lifecycle, but they do not specifically involve designing the processes for a new service.

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  • 9. 

    Which Service Design process makes the most use of data supplied by Demand Management?

    • A.

      Service Catalogue Management

    • B.

      Service Level Management

    • C.

      IT Service Continuity Management

    • D.

      Capacity Management

    Correct Answer
    D. Capacity Management
    Explanation
    Capacity Management is the Service Design process that makes the most use of data supplied by Demand Management. Capacity Management involves ensuring that the IT infrastructure can meet the current and future capacity requirements of the organization. In order to accurately plan and allocate resources, Capacity Management relies on data provided by Demand Management, which helps to forecast and understand the demand for IT services. By analyzing the data supplied by Demand Management, Capacity Management can make informed decisions about resource allocation, infrastructure upgrades, and capacity planning to meet the organization's needs.

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  • 10. 

    Which of these are objectives of Service Level Management 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in

    • A.

      1, 2 and 3 only

    • B.

      1 and 2 only

    • C.

      1, 2 and 4 only

    • D.

      All of the above

    Correct Answer
    A. 1, 2 and 3 only
    Explanation
    The objectives of Service Level Management include defining, documenting, and agreeing on the level of IT services to be provided, monitoring, measuring, and reporting the actual level of services provided, and monitoring and improving customer satisfaction. These objectives aim to ensure that the IT services meet the agreed-upon standards, are effectively monitored and measured for performance, and continuously improve customer satisfaction. The fourth option, identifying possible future markets that the Service Provider could operate in, is not an objective of Service Level Management.

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  • 11. 

    Which process is responsible for discussing reports with customers showing whether services have met their targets?

    • A.

      Continual Service Improvement

    • B.

      Business Relationship Management

    • C.

      Service Level Management

    • D.

      Availability Management

    Correct Answer
    C. Service Level Management
    Explanation
    Service Level Management is responsible for discussing reports with customers showing whether services have met their targets. This process ensures that agreed-upon service levels are met and maintained, and it involves regular communication and collaboration with customers to assess the performance of services. By discussing reports and evaluating service levels, Service Level Management helps identify areas for improvement and works towards meeting customer expectations.

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  • 12. 

    Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

    • A.

      1 only

    • B.

      All of the above

    • C.

      1 and 2 only

    • D.

      1 and 3 only

    Correct Answer
    B. All of the above
    Explanation
    The Availability Management process includes ensuring that services are able to meet availability targets, monitoring and reporting the actual availability, and conducting improvement activities to ensure that services continue to meet or exceed their availability goals. This means that all of the options listed in the answer are correct.

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  • 13. 

    Reliability is a measure of:

    • A.

      The availability of a service or component

    • B.

      The level of risk that could impact a service or process

    • C.

      How long a service or component can perform its function without failing

    • D.

      A measure of how quickly a service or component can be restored to normal working

    Correct Answer
    C. How long a service or component can perform its function without failing
    Explanation
    Reliability refers to the ability of a service or component to perform its function without failing for a certain period of time. It measures the duration for which the service or component can operate continuously without any disruptions or breakdowns. This indicates the stability and dependability of the service or component, as a higher reliability implies a longer duration of uninterrupted performance.

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  • 14. 

    Which process is responsible for managing relationships with vendors?

    • A.

      Change Management

    • B.

      Service Portfolio Management

    • C.

      Supplier Management

    • D.

      Continual Service Improvement

    Correct Answer
    C. Supplier Management
    Explanation
    Supplier Management is the process responsible for managing relationships with vendors. This process involves activities such as identifying and selecting vendors, negotiating contracts, monitoring vendor performance, and resolving any issues or disputes that may arise. By effectively managing relationships with vendors, an organization can ensure that it receives high-quality goods and services, minimize risks, and achieve cost savings.

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  • 15. 

    The Supplier Management process includes: 1: Service Design activities, to ensure that contracts will be able to support the service requirements 2: Service Operation activities, to monitor and report supplier achievements 3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

    • A.

      1 and 2 only

    • B.

      1 only

    • C.

      All of the above

    • D.

      1 and 3 only

    Correct Answer
    C. All of the above
    Explanation
    The correct answer is "All of the above". The Supplier Management process includes service design activities to ensure that contracts can support service requirements, service operation activities to monitor and report supplier achievements, and continual improvement activities to ensure that suppliers meet or exceed the needs of the business.

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  • 16. 

    Data used to support the capacity management process should be stored in:

    • A.

      A configuration management database (CMDB)

    • B.

      A capacity database (CDB)

    • C.

      A configuration management system (CMS)

    • D.

      A capacity management information system (CMIS)

    Correct Answer
    D. A capacity management information system (CMIS)
    Explanation
    The correct answer is a capacity management information system (CMIS). A CMIS is specifically designed to support the capacity management process by storing and managing data related to capacity planning, monitoring, and reporting. It provides a centralized repository for storing information such as historical performance data, resource utilization, and capacity forecasts. This allows organizations to effectively analyze and make informed decisions regarding their infrastructure's capacity requirements. A CMIS helps in optimizing resource allocation, identifying bottlenecks, and ensuring that the IT infrastructure can meet the current and future demands of the business.

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  • 17. 

    Which process contains the Business, Service and Component sub-processes?

    • A.

      Capacity Management

    • B.

      Incident Management

    • C.

      Service Level Management

    • D.

      Financial Management

    Correct Answer
    A. Capacity Management
    Explanation
    Capacity Management is the process that contains the Business, Service, and Component sub-processes. This process focuses on ensuring that the organization has enough capacity to meet the current and future needs of the business. The Business sub-process involves understanding the business requirements and translating them into capacity requirements. The Service sub-process focuses on managing the capacity of the IT services provided to the business. The Component sub-process deals with the capacity of individual IT components, such as servers or network devices. Overall, Capacity Management encompasses all three sub-processes to effectively manage capacity within the organization.

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  • 18. 

    IT Service Continuity strategy should be based on: 1: Design of the service technology 2: Business continuity strategy 3: Business Impact Analysis 4: Risk assessment

    • A.

      1, 2 and 4 only

    • B.

      1, 2 and 3 only

    • C.

      2, 3 and 4 only

    • D.

      1, 3 and 4 only

    Correct Answer
    C. 2, 3 and 4 only
    Explanation
    The correct answer is 2, 3 and 4 only. The IT Service Continuity strategy should be based on the business continuity strategy, as it needs to align with the overall goals and objectives of the organization. It should also be based on the business impact analysis, which helps identify the critical services and their dependencies. Additionally, it should consider the results of a risk assessment, which helps identify potential threats and vulnerabilities that could impact the continuity of IT services. The design of the service technology, mentioned in option 1, is not explicitly mentioned as a basis for the IT Service Continuity strategy.

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  • 19. 

    A change process model should include: 1 - The steps that should be taken to handle the change with any dependences or coprocessing defined, including handling issues and unexpected events 2 - Responsibilities; who should do what, including escalation 3 - Timescales and thresholds for completion of the actions 4 - Complaints procedures

    • A.

      1,2 and 3 only

    • B.

      All of the above

    • C.

      1 and 2 only

    • D.

      1,2 and 4 only¬

    Correct Answer
    A. 1,2 and 3 only
    Explanation
    A change process model should include the steps that should be taken to handle the change, including any dependencies or coprocessing that need to be defined. It should also specify the responsibilities of each individual involved, including escalation procedures. Additionally, the model should include timescales and thresholds for the completion of the actions to ensure that the change process stays on track and is completed within the desired timeframe. Therefore, the correct answer is 1, 2, and 3 only.

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  • 20. 

    Which of the following BEST describes a Change Authority?

    • A.

      The Change Advisory Board

    • B.

      A person that provides formal authorisation for a particular type of change.

    • C.

      A role, person or a group of people that provides formal authorisation for a particular type of change.

    • D.

      The Change Manager who provides formal authorisation for each change

    Correct Answer
    C. A role, person or a group of people that provides formal authorisation for a particular type of change.
    Explanation
    A Change Authority refers to a role, person, or a group of people that have the responsibility of providing formal authorization for a specific type of change. They are responsible for evaluating and approving changes to ensure that they align with organizational policies, procedures, and objectives. The Change Authority plays a crucial role in ensuring that changes are implemented in a controlled and efficient manner, minimizing potential risks and disruptions to the business.

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  • 21. 

    Which of these would fall outside the scope of a typical service change management process

    • A.

      A change to a contract with a supplier

    • B.

      A firmware upgrade to a server that is only used for IT Service Continuity purposes

    • C.

      An urgent need to replace a CPU to restore a service during an incident

    • D.

      A change to a business process that depends on IT Services

    Correct Answer
    D. A change to a business process that depends on IT Services
    Explanation
    A change to a business process that depends on IT Services would not fall outside the scope of a typical service change management process. Service change management processes typically involve managing and controlling changes to IT services, including changes to business processes that depend on IT services. Therefore, this option would be within the scope of the process.

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  • 22. 

    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 and that will accomplish the stakeholders requirements and deliver the intended objectives

    • B.

      To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

    • C.

      To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

    • D.

      To record and manage deviations, risks and issues related to the new or changed service

    Correct Answer
    A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives
    Explanation
    The aim of Release and Deployment Management is to build, test, and deliver the capability to provide the services specified by Service Design. This includes ensuring that the delivered services meet the stakeholders' requirements and achieve the intended objectives.

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  • 23. 

    Which of the following BEST describes Technical Management?

    • A.

      A Function responsible for Facilities Management and building control systems

    • B.

      A Function that provides hardware repair services for technology involved in the delivery of service to customers

    • C.

      Senior managers responsible for all staff within the technical support Function

    • D.

      A Function that includes the groups, departments or teams that provide technical expertise

    Correct Answer
    D. A Function that includes the groups, departments or teams that provide technical expertise
  • 24. 

    Which of the following functions would be responsible for management of a data centre?

    • A.

      Technical Management

    • B.

      Service Desk

    • C.

      IT Operations Control

    • D.

      Facilities Management

    Correct Answer
    D. Facilities Management
    Explanation
    Facilities Management would be responsible for the management of a data centre. This function involves overseeing the physical infrastructure of the data centre, such as the building, power supply, cooling systems, and security. Facilities Management ensures that the data centre operates efficiently and effectively by maintaining the necessary resources and infrastructure. They are responsible for managing the physical environment to support the smooth functioning of the data centre and to ensure the security and availability of the data and equipment housed within it.

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  • 25. 

    Which of these statements about Resources and Capabilities is CORRECT?

    • A.

      Resources are types of Service Asset and Capabilities are not

    • B.

      Resources and Capabilities are both types of Service Asset

    • C.

      Capabilities are types of Service Asset and Resources are not

    • D.

      Neither Capabilities nor Resources are types of Service Asset

    Correct Answer
    B. Resources and Capabilities are both types of Service Asset
    Explanation
    Both resources and capabilities are types of service assets. Service assets are the resources and capabilities that an organization uses to deliver value to its customers. Resources refer to the tangible and intangible assets that an organization possesses, such as infrastructure, technology, financial resources, and human resources. Capabilities, on the other hand, refer to the organization's ability to effectively and efficiently use its resources to achieve its objectives. Therefore, both resources and capabilities are essential components of service assets.

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  • 26. 

    A risk is:

    • A.

      Something that won't happen

    • B.

      Something that will happen

    • C.

      Something that has happened

    • D.

      Something that might happen

    Correct Answer
    D. Something that might happen
    Explanation
    A risk is something that might happen. It refers to a potential event or situation that has the possibility of occurring, but it is not certain. Risks are often associated with uncertainties and can have both positive and negative outcomes. They require careful evaluation and management to minimize potential negative consequences and maximize potential opportunities.

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  • 27. 

    A Service Level Agreement (SLA) is:

    • A.

      The part of a contract that specifies responsibilities of each party

    • B.

      An agreement between the Service Provider and an internal organization

    • C.

      An agreement between a Service Provider and an external supplier

    • D.

      An agreement between the Service Provider and their customer

    Correct Answer
    D. An agreement between the Service Provider and their customer
    Explanation
    An SLA is an agreement between a service provider and their customer. This agreement outlines the responsibilities and expectations of both parties regarding the services being provided. It serves as a contract that ensures the service provider meets the agreed-upon service levels and performance metrics. The SLA helps establish a clear understanding of the services, response times, resolution times, and other important aspects of the service delivery.

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  • 28. 

    The information that is passed to Service Transition to enable them to implement a new service is called:

    • A.

      A Service Level Package

    • B.

      A Service Transition Package

    • C.

      A Service Design Package

    • D.

      A New Service Package

    Correct Answer
    C. A Service Design Package
    Explanation
    The correct answer is A Service Design Package. A Service Design Package is a comprehensive document that contains all the necessary information and specifications required for the successful implementation of a new service. It includes details about the service's design, requirements, capabilities, and any associated processes or procedures. This package serves as a guide for Service Transition teams to effectively carry out the implementation process and ensure that the new service aligns with the organization's goals and objectives.

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  • 29. 

    When should tests for a new service be designed?

    • A.

      At the same time as the service is designed

    • B.

      After the service has been designed, before the service is handed over to Service Transition

    • C.

      As part of Service Transition

    • D.

      Before the service is designed

    Correct Answer
    A. At the same time as the service is designed
    Explanation
    Tests for a new service should be designed at the same time as the service is designed to ensure that the testing requirements are considered and incorporated into the service design process. This approach allows for early identification and resolution of any potential issues or defects, leading to a more efficient and effective testing process. By designing tests concurrently with the service, it also helps to ensure that the testing activities align with the service requirements and objectives, resulting in a higher quality and reliable service.

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  • 30. 

     Which of these is the correct set of steps for the Continual Service Improvement Model?

    • A.

      Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve

    • B.

      Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

    • C.

      Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

    • 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?

    Correct Answer
    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?
    Explanation
    This set of steps follows the Continual Service Improvement Model by first identifying the vision and current state, then setting goals for where the organization wants to be and determining the best path to achieve those goals. The next step is to assess whether the goals have been achieved and then focus on maintaining the progress and momentum going forward.

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  • 31. 

    Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1. Assessing the impact and cause of Incidents and Problems 2. Assessing the impact of proposed Changes 3. Planning and designing a Change to an existing service 4. Planning a technology refresh or software upgrade

    • A.

      1 and 2 only

    • B.

      All of the above

    • C.

      1, 2 and 4 only

    • D.

      1, 3 and 4 only

    Correct Answer
    B. All of the above
    Explanation
    Recording relationships between Configuration Items (CIs) helps in assessing the impact and cause of Incidents and Problems (1), as it allows for tracing the dependencies between CIs. It also helps in assessing the impact of proposed Changes (2) by identifying which CIs will be affected by the change. Additionally, recording relationships between CIs aids in planning and designing a Change to an existing service (3) by understanding the dependencies between CIs and how they may be affected. Lastly, it helps in planning a technology refresh or software upgrade (4) by identifying the CIs that need to be updated or replaced. Therefore, the correct answer is "All of the above."

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  • 32. 

    A single Release unit, or a structured set of Release units can be defined within:

    • A.

      The RACI Model

    • B.

      A Release Package

    • C.

      A Request Model

    • D.

      The Plan, Do, Check, Act (PDCA) cycle

    Correct Answer
    B. A Release Package
    Explanation
    A Release Package can define a single Release unit or a structured set of Release units. This means that a Release Package can contain all the necessary information and components for a specific release, including the release units that need to be implemented. It provides a comprehensive and organized approach to managing and executing releases, ensuring that all necessary elements are included and coordinated effectively.

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  • 33. 

    What are Request Models used for?

    • A.

      Capacity Management

    • B.

      Modelling arrival rates and performance characteristics of service requests

    • C.

      Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

    • D.

      Identifying frequently received user requests and defining how they should be handled

    Correct Answer
    D. Identifying frequently received user requests and defining how they should be handled
    Explanation
    Request Models are used for identifying frequently received user requests and defining how they should be handled. This involves analyzing the types of requests that are commonly received and creating standardized processes or procedures for addressing them. By doing so, organizations can ensure that requests are handled consistently and efficiently, resulting in improved customer satisfaction and productivity. Request Models also help in streamlining the handling of requests, reducing the need for manual intervention and minimizing the risk of errors or delays.

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  • 34. 

    What is the objective of Access Management?

    • A.

      To provide security staff for Data Centers and other buildings

    • B.

      To provide security staff for Data Centers and other buildings

    • C.

      To manage access to the Service Desk

    • D.

      To manage the right to use a service or group of services

    Correct Answer
    D. To manage the right to use a service or group of services
    Explanation
    The objective of Access Management is to manage the right to use a service or group of services. Access Management ensures that authorized individuals have the appropriate access rights to use the services they need, while unauthorized individuals are denied access. It involves defining and implementing policies, procedures, and controls to grant, monitor, and revoke access rights as required. This helps to maintain the confidentiality, integrity, and availability of the services and protects against unauthorized access or misuse.

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  • 35. 

    Identity and Rights are two major concepts involved in which one of the following processes?

    • A.

      Access Management

    • B.

      Facilities Management

    • C.

      Event Management

    • D.

      Demand Management

    Correct Answer
    A. Access Management
    Explanation
    Access Management is the process involved in managing user identities and their rights to access resources within an organization's systems and networks. It ensures that only authorized individuals have appropriate access to the right information and services, while also protecting sensitive data from unauthorized access. Therefore, Identity and Rights are two major concepts involved in Access Management.

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  • 36. 

    Which of these is the BEST description of a release unit?

    • A.

      The portion of a service or IT infrastructure that is normally released together

    • B.

      The smallest part of a service or IT infrastructure that can be independently changed

    • C.

      The portion of a service or IT infrastructure that is changed by a particular release

    • D.

      A metric for measuring the effectiveness of the Release and Deployment Management

    Correct Answer
    A. The portion of a service or IT infrastructure that is normally released together
    Explanation
    A release unit refers to the portion of a service or IT infrastructure that is normally released together. This means that when changes or updates are made to a service or IT infrastructure, they are typically bundled together and released as a unit. This ensures that all the necessary components and dependencies are included in the release, minimizing the risk of compatibility issues or disruptions. By releasing the entire unit together, it allows for easier management and tracking of changes, as well as ensuring that the service or infrastructure remains consistent and functional.

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  • 37. 

    Which of these is a reason for categorizing incidents?

    • A.

      To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

    • B.

      To ensure that the correct priority is assigned to the incident

    • C.

      To enable the incident management database to be partitioned for greater efficiencyt

    • D.

      To identify whether the user is entitled to log an incident for this particular service

    Correct Answer
    A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
    Explanation
    Categorizing incidents helps in establishing trends that can be used in Problem Management and other IT Service Management (ITSM) activities. By categorizing incidents, patterns and commonalities can be identified, allowing organizations to analyze and address recurring issues more effectively. This information can be used to improve problem-solving processes, identify root causes, and implement preventive measures. It also helps in identifying areas where additional training or resources may be required. Overall, categorizing incidents enables organizations to make informed decisions and improvements in their ITSM practices.

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  • 38. 

    Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

    • A.

      Service Asset and Configuration Management

    • B.

      Event Management

    • C.

      Service Level Management

    • D.

      Performance Management

    Correct Answer
    B. Event Management
    Explanation
    Event Management is the correct answer because it is the process responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits. Event Management involves the monitoring and management of events, which are defined as any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of IT Services. By monitoring events, Event Management can identify when performance is not meeting the desired levels and take appropriate actions to address the issue.

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  • 39. 

    Which of the following might be used to manage an Incident? 1. Incident Model 2. Known Error Record

    • A.

      1 only

    • B.

      2 only

    • C.

      Both of the above

    • D.

      Neither of the above

    Correct Answer
    C. Both of the above
    Explanation
    Both an Incident Model and a Known Error Record can be used to manage an Incident. An Incident Model provides a predefined set of steps and procedures to follow when dealing with a specific type of Incident, which helps ensure consistency and efficiency in resolving the issue. On the other hand, a Known Error Record is used to document information about a problem that has been identified and for which a workaround or resolution has been found. This record helps in managing similar Incidents in the future by providing a reference for quick resolution.

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  • 40. 

    Which process is responsible for low risk, frequently occurring, low cost changes?

    • A.

      Demand Management

    • B.

      Incident Management

    • C.

      Release and Deployment Management

    • D.

      Request Fulfillment

    Correct Answer
    D. Request Fulfillment
    Explanation
    Request Fulfillment is responsible for low risk, frequently occurring, low cost changes. This process focuses on fulfilling the service requests of users, such as providing access to an application or resetting a password. These types of changes are typically straightforward and do not require a significant amount of resources or time. Therefore, Request Fulfillment is the most suitable process for handling these types of changes.

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  • 41. 

    Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?

    • A.

      The Change Management Process Owner

    • B.

      The Change Advisory Board (CAB)

    • C.

      The Service Owner

    • D.

      The Continual Service Improvement Manager

    Correct Answer
    A. The Change Management Process Owner
    Explanation
    The Change Management Process Owner is responsible for defining Key Performance Indicators (KPIs) for Change Management. As the owner of the process, they have the knowledge and expertise to determine the specific metrics that will measure the success of change management activities. They understand the goals and objectives of the process and can identify the most relevant KPIs to track and assess its effectiveness. This responsibility falls under their domain as they oversee the entire change management process and are accountable for its performance.

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  • 42. 

    Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

    • A.

      The IT Director

    • B.

      The Process Owner

    • C.

      The Service Owner

    • D.

      The Customer

    Correct Answer
    B. The Process Owner
    Explanation
    The Process Owner is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process. As the owner of the process, they are accountable for its overall performance, including monitoring and managing it to ensure that it is being executed effectively and efficiently. They are also responsible for making any necessary improvements or adjustments to the process to ensure its continued effectiveness.

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  • 43. 

    Which role is accountable for a specific service within an organization?

    • A.

      The Service Level Manager

    • B.

      The Business Relationship Manager

    • C.

      The Service Owner

    • D.

      The Service Continuity Manager

    Correct Answer
    C. The Service Owner
    Explanation
    The Service Owner is accountable for a specific service within an organization. They are responsible for ensuring that the service meets the agreed-upon service level targets and requirements. The Service Owner works closely with the Service Level Manager to define and monitor the service level agreements and to ensure that the service is delivered effectively and efficiently. They also collaborate with other stakeholders, such as the Business Relationship Manager, to understand the business needs and align the service accordingly. Overall, the Service Owner plays a crucial role in managing and maintaining the specific service within the organization.

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  • 44. 

    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 backed-up.

    • D.

      Only ensure that adequate technical resources are available.

    Correct Answer
    C. Ensuring that the information within the Service Catalogue is adequately protected and backed-up.
    Explanation
    The Service Catalogue Manager is responsible for producing and maintaining the Service Catalogue, which is a comprehensive list of all IT services provided by the organization. Ensuring that the information within the Service Catalogue is adequately protected and backed-up is crucial to maintain the integrity and availability of the catalog. This responsibility ensures that any potential loss or damage to the Service Catalogue is minimized, and that the information can be easily restored in case of any incidents or disasters.

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  • 45. 

    Access Management is closely related to which other processes?

    • A.

      Availability Management only

    • B.

      Information Security Management and 3rd line support

    • C.

      Information Security Management and Availability Management

    • D.

      Information Security Management only

    Correct Answer
    C. Information Security Management and Availability Management
    Explanation
    Access Management is closely related to Information Security Management and Availability Management because it involves controlling and managing user access to IT services and systems. Information Security Management ensures that appropriate security measures are in place to protect information and systems, while Availability Management focuses on ensuring that IT services are available when needed. Access Management works in conjunction with these processes to ensure that only authorized users have access to the necessary resources, while maintaining the confidentiality, integrity, and availability of the information and systems.

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  • 46. 

    Which of the following is NOT one of the five individual aspects of Service Design?

    • A.

      The design of the Service Portfolio, including the Service Catalogue

    • B.

      The design of new or changed services

    • C.

      The design of Market Spaces

    • D.

      The design of the technology architecture and management systems

    Correct Answer
    C. The design of Market Spaces
    Explanation
    The design of Market Spaces is not one of the five individual aspects of Service Design. Service Design encompasses the design of the Service Portfolio, including the Service Catalogue, the design of new or changed services, and the design of the technology architecture and management systems. Market Spaces, on the other hand, refers to the external market where the services are offered and is not considered as one of the core aspects of Service Design.

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Quiz Review Timeline +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • May 09, 2012
    Quiz Created by
    Poserdl

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