CMS7 - ITIL V3 Foundation by PEOPLECERT
Go back to PEOPLECERT
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
Resources and Capabilities
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A Service Change
Which process is responsible for ensuring that appropriate testing of a service or application takes place?
service asset and configuration management
Which core publication will you find detailed descriptions of service catalog management, information security and support management?
Which is NOT a purpose of Service Transition?
Provide training and certification in project management.
What is the name of the area where the definitive authorized versions of all media Configuration Items(Cls) are stored and protected?
Definitive Media Library
A process owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Ensuring process staff undertake the required training
All of the above
Defining the processes needed to operate a new service is part of:
Service Design: Design the processes
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
Reliability is a measure of:
How long a service or component can perform its function without failing
The BEST description of the purpose of Service Operation is?
To deliver and support IT Services at agreed levels to business users and customers
Which of the following are the two primary elements that create value for customers?
Utility and Warranty
Which of the following BEST describes a 'Major Incident'?
An Incident which has a high impact on the business
Which is the first step in the 7 Step Improvement Process?
Define what you should measure
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
Changes and Releases
What is the definition of an Alert?
A warning that a threshold has been reached or that something has changed
A plan for managing the end of a supplier contract should be created when?
The contract is being negotiated
The group that authorizes changes that must be installed faster than the normal process is called the?
Emergency CAB (ECAB)
Which of the following is NOT a characteristic of a process?
A method of structuring an organization
Which of the following is NOT one of the five individual aspects of Service Design?
The design of Market Spaces
Which of the following is NOT an aim of the Change Management process?
All budgets and expenditures are accounted for
When should tests for a new service be designed?
At the same time as the service is designed
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
Technology, process and service
What do technology metrics measure?
Who owns the specific costs and risks associated with providing a service?
The Service Provider
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Emergency change advisory board (ECAB)
Customer perceptions and business outcomes help to define what?
The value of a service
Which of the following is concerned with fairness and transparency?
Service Level Management
Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business 2. The successful release of services into the live environment
Which of the following BEST describes a Problem?
The cause of one or more Incidents
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
The Request Fulfillment Process Owner
Which process is responsible for monitoring an IT service and detecting when the performance drops below acceptable limits?
In which of the following areas would the ITIL complementary guidance be of assistance? 1. Adapting best practice for specific industry sectors 2. Integrate ITIL with other operating models
both of the above
Which of the following statements about processes is INCORRECT?
They are units of organizations designed to perform certain types of work
In which of the following situations should a Problem Record be created?
A Technical Management team identifies a permanent resolution to a number of recurring Incidents
What are Request Models used for?
Identifying frequently received user requests and defining how they should be handled
Effective release and deployment management enables the service provider to add value to the business by?
Delivering change, faster and at optimum cost and minimized risk
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
An agreement that covers one service for all users of that service
What is the objective of Access Management?
To manage the right to use a service or group of services
Which of the following statements is CORRECT?
The KEDB and the CMS form part of the larger SKMS
Which of the following are the MAIN objectives of incident management? 1. To automatically detect service affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations
2 and 3 only
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
The utility of a service
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which processes review Underpinning Contracts on a regular basis?
Supplier Management and Service Level Management
How is the Service Catalogue used to add value to the service provider organization?
Providing a central source of information on the IT services delivered
Which of the following do major incidents require?
The information that is passed to Service Transition to enable them to implement a new service is called:
A Service Design Package
Who is responsible for defining key performance indicators (KPIs) for change management?
The change management process owner