ITIL - IT Infrastructure Library (V3)
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Which of the following defines the level of protection in Information Security Management?
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
Resources and Capabilities
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
1, 2 and 4 only
When can a Known Error record be raised? 1. At any time it would be useful to do so 2. After the permanent solution has been implemented
The BEST description of an Incident is:
An unplanned interruption to service or a reduction in the quality of service
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
Which process is responsible for low risk, frequently occurring, low cost changes?
Which of the following statements BEST describes the aims of Release and Deployment Management?
To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives
Which of the following questions does the guidance in service strategy help to answer? 1. What services should we offer and to whom? 2. How do we differentiate ourselves from competing alternatives? 3. How do we create value for our customers?
All of the above
Which of the following options is a hierarchy that is used in Knowledge Management?
Data - Information - Knowledge - Wisdom
Which of the following is NOT one of the five individual aspects of service design?
The design of market spaces
Who owns the specific costs and risks associated with providing a service?
The Service Provider
Which of the following are aspects of Service Design? 1. Architectures 2. Technology 3. Service Management processes 4. Metrics
All of the above
When should tests for a new service be designed?
At the same time as the service is designed
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
What are the categories of event described in the ITIL service operation book?
Informational, warning, exception
In which document would you expect to see an overview of actual service achievements against targets?
SLA Monitoring Chart (SLAM)
Which of the following BEST describes the goal of Access Management?
Provides the rights for users to be able to use a service or group of services
A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements (SLAs) 2. It is not necessary to be able to measure all the targets in an SLA Which of the recommendations conform to Service Level Management good practice?
Neither of the above
Which of the following is the BEST definition of an Event?
Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
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 BEST describes a Change Authority?
A role, person or a group of people that provides formal authorisation for a particular type of change.
Which of the following is the BEST description of a Centralized Service Desk?
There is a single desk in one location serving the whole organization
Which is the BEST definition of a Configuration Item (CI)?
An asset, service component or other item that is, or will be, under the control of Configuration Management
Which of these are objectives of Service Level Management 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in
1, 2 and 3 only
Which Function would provide staff to monitor events in an Operations Bridge?
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?
Describes how the Configuration Items (CIs) work together to deliver the services
Which statement about Service Level Agreements (SLAs) is CORRECT?
The wording must be clear and concise to allow no room for ambiguity
Which process lists "Understanding patterns of business activity" as a major role?
Which of the following sentences BEST describes a Standard Change?
A pre-authorized change that has an accepted and established procedure
Which of the following statements is INCORRECT?
The SKMS is part of the Configuration Management System (CMS)
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 which CIs to record will depend on the level of control an organization wishes to exert
Both of the above
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
What is the BEST description in of a major incident?
An Incident which has a high priority or high impact on the business
Which of the following statements BEST describes a Definitive Media Library (DML)?
A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
Which core publication will you find detailed descriptions of service catalog management, information security and support management?
Service Transition contains detailed descriptions of which processes?
Change Management, Service Asset and Configuration Management, Release and Deployment Management
Which of the following BEST describes Technical Management?
A Function that includes the groups, departments or teams that provide technical expertise and overal management of the IT Infrastructure
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Yes: for ease of management, a known error record can be created at any time it is prudent to do so
Which role is accountable for the operational management of a process?
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 one of the following is the purpose of service level management?
To ensure that an agreed level of IT service is provided for all current IT services
In terms of adding value to the business, which of the following describes Service Operation's contribution?
Service value is actually seen by customers
Which processes review Underpinning Contracts on a regular basis?
Supplier Management and Service Level Management
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
All of the above
The BEST description of the purpose of Service Operation is?
To deliver and support IT Services at agreed levels to business users and customers
A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
Be kept up to date on the progress of an activity
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Which of the following is an example of self-help capabilities?
Menu-driven range of facilities used to access service requests