Topic 5: Major Processes
Which of the following is NOT a valid objective of problem management?
A.
To prevent problems and their resultant Incidents
B.
To manage problems throughout their lifecycle
C.
To restore service to a user
D.
To eliminate recurring incidents
To restore service to a user
Which process is responsible for dealing with complaints, comments, and general enquiries
from users?
A.
Service level management
B.
Service portfolio management
C.
Request fulfilment
D.
Demand management
Request fulfilment
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
A.
2, 3 and 4 only
B.
1, 2 and 4 only
C.
None of the above
D.
All of the above
1, 2 and 4 only
Which reason describes why ITIL is so successful?
A.
The five ITIL volumes are concise
B.
It is not tied to any particular vendor platform
C.
It tells service providers exactly how to be successful
D.
It is designed to be used to manage projects
It is not tied to any particular vendor platform
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
A.
The forward schedule of change
B.
The service portfolio
C.
A configuration management database (CMDB)
D.
The service knowledge management system (SKMS)
The service knowledge management system (SKMS)
Which one of the following is NOT a responsibility of the service transition stage of the
service lifecycle?
A.
To ensure that a service can be managed and operated in accordance with constraints
specified during design
B.
To design and develop capabilities for service management
C.
To provide good-quality knowledge and information about services
D.
To plan the resources required to manage a release
To design and develop capabilities for service management
The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?
A.
Data
B.
Information
C.
Knowledge
D.
Governance
Knowledge
Which one of the following is the BEST description of a service level agreement (SLA)?
A.
The part of a contract that specifies the 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
An agreement between the service provider and their customer
What guidance does ITIL give on the frequency of production of service reporting?
A.
Service reporting intervals must be defined and agreed with the customers
B.
Reporting intervals should be set by the service provider
C.
Reports should be produced weekly
D.
Service reporting intervals must be the same for all services
Service reporting intervals must be defined and agreed with the customers
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
1 only
Which process or function is responsible for monitoring activities and events in the IT
infrastructure?
A.
Service level management
B.
IT operations management
C.
Capacity management
D.
Incident management
IT operations management
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
A.
Both of the above
B.
Neither of the above
C.
Option 1 only
D.
Option 2 only
Both of the above
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