ITIL QUIZ 151-190

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

What is most likely to cause a loss of faith in the Service Level Management process?

In which document would you expect to see an overview of actual service achievements against targets?

Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control

Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

What is the name of the area where the definitive authorised versions of all media Configuration Items(CIs) are stored and protected?

Which model delivers a view of the services, assets and infrastructure?

Where would you expect incident resolution targets to be documented?

Which statement BEST represents the guidance on incident logging?

Which of the following would a Major Problem Review examine? 1. Things that were done correctly 2. Those things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Which of the following can help determine the level of impact of a problem?

Identify the input to the Problem Management process

What are the two major processes in Problem Management?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

With which process is Problem Management likely to share categorization and impact coding systems?

Which process will regularly analyze incident data to identify discernable trends?

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1. An internal service provider embedded within a business unit 2. An internal service provider that provides shared IT services 3. An external service provider

Which of the following statements is CORRECT?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

Which of the following is NOT an objective of Continual Service Improvement?

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment 2. Testing of resilience mechanisms 3. Monitoring of component availability

Customer perceptions and business outcomes help to define what?

What type of improvement should be achieved by using the Deming Cycle?

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

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

Which of the following is NOT a characteristic of a process?

Which of the following CANNOT be stored and managed by a tool?

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Effectiveness 3. Efficiency 4. ?

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Which of the following statements is CORRECT?