Implementation Of ITIL Service Management
- 1.What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
- A.
Return On Investment (ROI), Value On Investment (VOI), quality
- B.
Strategic, tactical and operational
- C.
Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
- D.
Technology, process and service
- 2.Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
- A.
Service Strategy
- B.
Service Transition
- C.
Service Operation
- D.
Continual Service Improvement
- 3.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
- 4.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
- 5.What is a RACI model used for?
- A.
Performance analysis
- B.
Recording Configuration Items
- C.
Monitoring services
- D.
Defining roles and responsibilities
- 6.Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
- A.
Proprietary Knowledge may be 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
- 7.Which of the following is an objective of Release and Deployment Management?
- A.
To standardize methods and procedures used for efficient and prompt handling of all changes
- B.
To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
- C.
To ensure that overall business risk of change is optimized
- D.
To define and agree release and deployment plans with customers and stakeholders
- 8.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)
- 9.A set of specialized organizational capabilities for providing value to customers in the form of services
- A.
A set of specialized organizational capabilities for providing value to customers in the form of services
- B.
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- C.
The management of functions within an organization to perform certain activities
- D.
Units of organizations with roles to perform certain activities
- 10."Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
- A.
Applications and Infrastructure
- B.
Functions and Processes
- C.
Service Pipeline and Service Catalogue
- D.
Markets and Customers
- 11.Which of the following is NOT a characteristic of a process?
- A.
It is measurable
- B.
Delivers specific results
- C.
Responds to specific events
- D.
A method of structuring an organization
- 12.Which of the following is the BEST definition of the term Service Management?
- A.
A set of specialized organizational capabilities for providing value to customers in the form of services
- B.
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- C.
The management of functions within an organization to perform certain activities
- D.
Units of organizations with roles to perform certain activities
- 13.Which of the following statements is CORRECT for every process? *1. It delivers its primary results to a customer or stakeholder *2. It defines activities that are executed by a single function
- A.
Both of the above
- B.
1 only
- C.
Neither of the above
- D.
2 only
- 14.Which of the following is NOT a purpose of Service Transition?
- A.
To ensure that a service can be managed, operated and supported
- B.
To provide training and certification in project management
- C.
To provide quality knowledge of Change, Release and Deployment Management
- D.
To plan and manage the capacity and resource requirements to manage a release
- 15.What is the BEST description of the purpose of Service Operation?
- A.
To decide how IT will engage with suppliers during the Service Management Lifecycle
- B.
To proactively prevent all outages to IT Services
- C.
To design and build processes that will meet business needs
- D.
To deliver and manage IT Services at agreed levels to business users and customers
- 16.When can a Known Error record be raised? *1. At any time it would be useful to do so *2. After the permanent solution has been implemented
- A.
2 only
- B.
1 only
- C.
Neither of the above
- D.
Both of the above
- 17.What is the BEST description of an Operational Level Agreement (OLA)?
- A.
An agreement between the service provider and another part of the same organization
- B.
An agreement between the service provider and an external organization
- C.
A document that describes to a customer how services will be operated on a day-to-day basis
- D.
A document that describes business services to operational staff
- 18.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
- 19.The BEST description of an Incident is:
- A.
An unplanned disruption of service unless there is a backup to that service
- B.
An unplanned interruption to service or a reduction in the quality of service
- C.
Any disruption to service whether planned or unplanned
- D.
Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
- 20.Which of the following BEST describes a Problem?
- A.
A Known Error for which the cause and resolution are not yet known
- B.
The cause of two or more Incidents
- C.
A serious Incident which has a critical impact to the business
- D.
The cause of one or more Incidents
- 21.Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
- A.
People, Process, Partners, Suppliers
- B.
People, Process, Products, Technology
- C.
People, Process, Products, Partners
- D.
People, Products, Technology, Partners
- 22.What would be the next step in the Continual Service Improvement (CSI) Model after: *1. What is the vision? *2. Where are we now? *3. Where do we want to be? *4. How do we get there? *5. Did we get there? *6. ?
- A.
What is the Return On Investment (ROI)?
- B.
How much did it cost?
- C.
How do we keep the momentum going?
- D.
What is the Value On Investment (VOI)?
- 23.Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model. *1. Allocate roles and responsibilities to work on CSI initiatives *2. Measure and review that the CSI plan is executed and its objectives are being achieved *3. Identify the scope, objectives and requirements for CSI *4. Decision on implementation of further enhancements
- A.
3-1-2-4
- B.
3-4-2-1
- C.
1-3-2-4
- D.
2-3-4-1
- 24.Which of the following activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?
- A.
Implementing service and process improvements
- B.
Reviewing measurable improvements
- C.
Creating a baseline
- D.
Defining measurable targets
- 25.Which of the following do Service Metrics measure?
- A.
Processes and functions
- B.
Maturity and cost
- C.
The end to end service
- D.
Infrastructure availability
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