Topic 4: Key Principles and Models
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 architectures
The design of market spaces
Which of the following statements MOST correctly identifies the scope of design
coordination activities?
A.
Only changes that introduce new services are included
B.
All changes are mandated to be included
C.
Only changes to business critical systems are included
D.
Any changes that would benefit the organization are included
Any changes that would benefit the organization are included
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
A.
1 only
B.
Both of the above
C.
2 only
D.
Neither of the above
Both of the above
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
All incidents must be fully logged
What is the PRIMARY process for strategic communication with the service provider's
customers?
A.
Service catalogue management
B.
Service portfolio management
C.
Service desk
D.
Business relationship management
Business relationship management
Which two processes will contribute MOST to enabling effective problem detection?
A.
Incident and financial management
B.
Change and release and deployment management
C.
Incident and event management
D.
Knowledge and service level management
Incident and event management
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
A.
1, 3 and 4 only
B.
2, 3 and 4 only
C.
1, 2 and 4 only
D.
1, 2 and 3 only
1, 2 and 3 only
References: Reference
http://books.google.com.pk/books?id=xeDemWEIspQC&pg=PA14&lpg=PA14&dq=ITIL+typ
es+of+services+enabling+core+enhancing&source=bl&ots=BD_PYvN87y&sig=dZ6y0vHgk
LbXPiHdG0fCvH_D9Eg&hl=en&sa=X&ei=qjQUe3SO4SHParWgYAH&
redir_esc=y#v=onepage&q=ITIL-types-of-services-
enabling-core-enhancing&f=false
Which one of the following is the BEST description of a relationship in service asset and
configuration management?
A.
Describes the topography of the hardware
B.
Describes how the configuration items (CIs) work together to deliver the services
C.
Defines which software should be installed on a particular piece of hardware
D.
Defines how version numbers should be used in a release
Describes how the configuration items (CIs) work together to deliver the services
Who is responsible for defining metrics 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
The change management process owner
In which of the following should details of a workaround be documented?
A.
The service level agreement (SLA)
B.
The problem record
C.
The availability management information system
D.
The IT service plan
The problem record
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
Request fulfillment
What type of record should you raise when a problem diagnosis is complete and a
workaround is available?
A.
A service object
B.
An incident
C.
A change
D.
A known error
A known error
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