2478591
Descrição
Quiz por Chuck Willis, atualizado more than 1 year ago
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Criado por Chuck Willis
mais de 9 anos atrás
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Questão 1
Questão
What are the three types of metrics that an organization should collect to support Continual Service
Improvement (CSI)?
Responda
-
Return On Investment (ROI), Value On Investment (VOI), quality
-
Strategic, tactical and operational
-
Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
-
Technology, process and service
Questão 2
Questão
Which of the following is NOT a valid objective of Problem Management?
Responda
-
To prevent Problems and their resultant Incidents
-
To manage Problems throughout their lifecycle
-
To restore service to a user
-
To eliminate recurring Incidents
Questão 3
Questão
Availability Management is responsible for availability of the:
Responda
-
Services and Components
-
Services and Business Processes
-
Components and Business Processes
-
Services, Components and Business Processes
Questão 4
Questão
Contracts are used to define:
Responda
-
The provision of IT services or business services by a Service Provider
-
The provision of goods and services by Suppliers
-
Service Levels that have been agreed between the Service Provider and their Customer
-
Metrics and Critical Success Factors (CSFs) in an external agreement
Questão 5
Questão
Which of the following is NOT an example of Self-Help capabilities?
Responda
-
Requirement to always call the Service Desk for service requests
-
Web front-end
-
Menu-driven range of self help and service requests
-
A direct interface into the back-end process-handling software
Questão 6
Questão
Who owns the specific costs and risks associated with providing a service?
Responda
-
The Service Provider
-
The Service Level Manager
-
The Customer
-
The Finance department
Questão 7
Questão
Which of the following are types of communication you could expect the functions within Service
Operation to perform?
1. Communication between Data Centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
Responda
-
1 only
-
2 and 3 only
-
1, 2 and 4 only
-
All of the above
Questão 8
Questão
How many people should be accountable for a process as defined in the RACI model?
Responda
-
As many as necessary to complete the activity
-
Only one - the process owner
-
Two - the process owner and the process
-
Only one - the process architect
Questão 9
Questão
What guidance does ITIL give on the frequency of production of service reporting?
Responda
-
Service reporting intervals must be defined and agreed with the customers
-
Reporting intervals should be set by the Service Provider
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Reports should be produced weekly
-
Service reporting intervals must be the same for all services
Questão 10
Questão
Which of the following is the BEST definition of the term Service Management?
Responda
-
A set of specialized organizational capabilities for providing value to customers in the form of services
-
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
-
The management of functions within an organization to perform certain activities
-
Units of organizations with roles to perform certain activities
Questão 11
Questão
Which of the following is NOT a characteristic of a process?
Responda
-
It is measurable
-
Delivers specific results
-
Responds to specific events
-
A method of structuring an organization
Questão 12
Questão
Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
Responda
-
1 and 3 only
-
All of the above
-
2 and 4 only
-
1, 2 and 4 only
Questão 13
Questão
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
Responda
-
Both of the above
-
1 only
-
Neither of the above
-
2 only
Questão 14
Questão
What are the publications that provide guidance specific to industry sectors and organization types
known as?
Responda
-
The Service Strategy and Service Transition books
-
The ITIL Complementary Guidance
-
The Service Support and Service Delivery books
-
Pocket Guides
Questão 15
Questão
Which of the following is NOT a purpose of Service Transition?
Responda
-
To ensure that a service can be managed, operated and supported
-
To provide training and certification in project management
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To provide quality knowledge of Change, Release and Deployment Management
-
To plan and manage the capacity and resource requirements to manage a release
Questão 16
Questão
What is the BEST description of the purpose of Service Operation?
Responda
-
To decide how IT will engage with suppliers during the Service Management Lifecycle
-
To proactively prevent all outages to IT Services
-
To design and build processes that will meet business needs
-
To deliver and manage IT Services at agreed levels to business users and customers
Questão 17
Questão
Which of the following should NOT be a concern of Risk Management?
Responda
-
To ensure that the organization can continue to operate in the event of a major disruption or disaster
-
To ensure that the workplace is a safe environment for its employees and customers
-
To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
-
To ensure only the change requests with mitigated risks are approved for implementation
Questão 18
Questão
What is the BEST description of an Operational Level Agreement (OLA)?
Responda
-
An agreement between the service provider and another part of the same organization
-
An agreement between the service provider and an external organization
-
A document that describes to a customer how services will be operated on a day-to-day basis
-
A document that describes business services to operational staff
Questão 19
Questão
Which of the following is the CORRECT definition of a Release Unit?
Responda
-
A measurement of cost
-
A function described within Service Transition
-
The team of people responsible for implementing a release
-
The portion of a service or IT infrastructure that is normally released together
Questão 20
Questão
The BEST definition of an Incident is:
Responda
-
An unplanned disruption of service unless there is a backup to that service
-
An unplanned interruption or reduction in the quality of an IT Service
-
Any disruption to service whether planned or unplanned
-
Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
Questão 21
Questão
In which of the following situations should a Problem Record be created?
Responda
-
An event indicates that a redundant network segment has failed but it has not impacted any users
-
An Incident is passed to second-level support
-
A Technical Management team identifies a permanent resolution to a number of recurring Incidents
-
Incident Management has found a workaround but needs some assistance in implementing it
Questão 22
Questão
Which of the following BEST describes a Problem?
Responda
-
A Known Error for which the cause and resolution are not yet known
-
The cause of two or more Incidents
-
A serious Incident which has a critical impact to the business
-
The cause of one or more Incidents
Questão 23
Questão
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
Responda
-
People, Process, Partners, Suppliers
-
People, Process, Products, Technology
-
People, Process, Products, Partners
-
People, Products, Technology, Partners
Questão 24
Questão
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. ?
Responda
-
What is the Return On Investment (ROI)?
-
How much did it cost?
-
How do we keep the momentum going?
-
What is the Value On Investment (VOI)?
Questão 25
Questão
Which of the following do Service Metrics measure?
Responda
-
Processes and functions
-
Maturity and cost
-
The end to end service
-
Infrastructure availability
Questão 26
Questão
The MAIN objective of Service Level Management is:
Responda
-
To carry out the Service Operations activities needed to support current IT services
-
To ensure that sufficient capacity is provided to deliver the agreed performance of services
-
To create and populate a Service Catalogue
-
To ensure that an agreed level of IT service is provided for all current IT services
Questão 27
Questão
Which processes review Underpinning Contracts on a regular basis?
Responda
-
Supplier Management and Service Level Management
-
Supplier Management and Demand Management
-
Demand Management and Service Level Management
-
Supplier Management, Demand Management and Service Level Management
Questão 28
Questão
Which of the following statements about the Service Portfolio and Service Catalog is the MOST
CORRECT?
Responda
-
The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
-
The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
-
The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
-
Service Catalogue and Service Portfolio are different names for the same thing
Questão 29
Questão
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
Responda
-
Service Level Management
-
IT Operations Management
-
Capacity Management
-
Incident Management
Questão 30
Questão
Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB)
What are these BEST described as?
Responda
-
Job descriptions
-
Functions
-
Teams
-
Roles, people or groups
Questão 31
Questão
Service Transition contains detailed descriptions of which processes?
Responda
-
Change Management, Service Asset and Configuration Management, Release and Deployment Management
-
Change Management, Capacity Management Event Management, Service Request Management
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Service Level Management, Service Portfolio Management, Service Asset and Configuration Management
-
Service Asset and Configuration Management, Release and Deployment Management, Request Fulfilment
Questão 32
Questão
Which of the following statements is CORRECT?
Responda
-
The Configuration Management System is part of the Known Error Data Base
-
The Service Knowledge Management System is part of the Configuration Management system
-
The Configuration Management System is part of the Service Knowledge Management system
-
The Configuration Management System is part of the Configuration Management
Questão 33
Questão
Major Incidents require:
Responda
-
Separate procedures
-
Less urgency
-
Longer timescales
-
Less documentation
Questão 34
Questão
Which of the following statements about Incident reporting and logging is CORRECT?
Responda
-
Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
-
Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
-
All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
-
Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
Questão 35
Questão
What is the BEST description of a Major Incident?
Responda
-
An Incident that is so complex that it requires root cause analysis before a workaround can be found
-
An Incident which requires a large number of people to resolve
-
An Incident logged by a senior manager
-
An Incident which has a high priority or high impact on the business
Questão 36
Questão
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome
Responda
-
1 only
-
Both of the above
-
2 only
-
Neither of the above
Questão 37
Questão
Which of the following statements correctly states the relationship between urgency, priority and
impact?
Responda
-
Impact, priority and urgency are independent of each other
-
Urgency should be based on impact and priority
-
Impact should be based on urgency and
-
Priority should be based on impact and urgency
Questão 38
Questão
Hierarchic escalation is best described as?
Responda
-
Notifying more senior levels of management about an Incident
-
Passing an Incident to people with a greater level of technical skill
-
Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
-
Failing to meet the Incident resolution times specified in a Service Level Agreement
Questão 39
Questão
Which of the following BEST describes a Service Request?
Responda
-
A request from a User for information, advice or for a Standard Change
-
Anything that the customer wants and is prepared to pay for
-
Any request or demand that is entered by a user via a Self-Help web-based interface
-
Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting
Questão 40
Questão
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
Responda
-
Service Strategy
-
Service Transition
-
Service Operation
-
Continual Service Improvement
Questão 41
Questão
Which of the following is NOT a valid objective of Request Fulfilment?
Responda
-
To provide information to users about what services are available and how to request them
-
To update the Service Catalogue with services that may be requested through the Service Desk
-
To provide a channel for users to request and receive standard services
-
To source and deliver the components of standard services that have been requested
Questão 42
Questão
Which process is responsible for sourcing and delivering components of requested standard services?
Responda
-
Request Fulfilment
-
Service Portfolio Management
-
Service Desk
-
IT Finance
Questão 43
Questão
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
Responda
-
1, 2 and 4 only
-
2, 3 and 4 only
-
1, 3 and 4 only
-
1, 2 and 3 only
Questão 44
Questão
Which Functions are included in IT Operations Management?
Responda
-
Network Management and Application Management
-
Technical Management and Change Management
-
IT Operations Control and Facilities Management
-
Facilities Management and Release Management
Questão 45
Questão
Which of the following options is a hierarchy that is used in Knowledge Management?
Responda
-
Wisdom - Information - Data - Knowledge
-
Data - Information - Knowledge - Wisdom
-
Knowledge - Wisdom - Information - Data
-
Information - Data - Knowledge - Wisdom
Questão 46
Questão
Which of the following CANNOT be provided by a tool?
Responda
-
Knowledge
-
Information
-
Wisdom
-
Data
Questão 47
Questão
The BEST processes to automate are those that are:
Responda
-
Carried out by Service Operations
-
Carried out by lots of people
-
Critical to the success of the business mission
-
Simple and well understood
Questão 48
Questão
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
Responda
-
2, 3 and 4 only
-
1, 3 and 4 only
-
1, 2 and 3 only
-
All of the above
Questão 49
Questão
Which of the following are the two primary elements that create value for customers?
Responda
-
Value on Investment (VOI), Return on Investment (ROI)
-
Customer and User satisfaction
-
Understanding Service Requirements and Warranty
-
Utility and Warranty
Questão 50
Questão
Within Service Design, what is the key output handed over to Service Transition?
Responda
-
Measurement, methods and metrics
-
Service Design Package
-
Service Portfolio Design
-
Process definitions
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