ITIL V3.5 Practicetest 1
EXIN EX0-101 Practic Test 1
- 1.
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
- A.
Return On Investment (ROI), Value On Investment (VOI), quality
- B.
Strategic, tactical and operational
- C.
Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
- D.
Technology, process and service
Correct Answer
D. Technology, process and serviceExplanation
An organization should collect metrics related to technology, process, and service in order to support Continual Service Improvement (CSI). These three types of metrics provide valuable insights into the performance and effectiveness of the organization's technology infrastructure, operational processes, and service delivery. By analyzing these metrics, the organization can identify areas for improvement, make informed decisions, and drive continuous improvement initiatives to enhance the overall quality and value of its services.Rate this question:
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- 2.
Which of the following is NOT a valid objective of Problem Management?
- A.
To prevent Problems and their resultant Incidents
- B.
To manage Problems throughout their lifecycle
- C.
To restore service to a user
- D.
To eliminate recurring Incidents
Correct Answer
C. To restore service to a userExplanation
The objective of Problem Management is to prevent Problems and their resultant Incidents, to manage Problems throughout their lifecycle, and to eliminate recurring Incidents. Restoring service to a user is not a valid objective of Problem Management because it falls under the scope of Incident Management, which focuses on restoring services as quickly as possible to minimize the impact on users. Problem Management, on the other hand, aims to identify and address the underlying causes of Incidents to prevent them from recurring in the future.Rate this question:
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- 3.
Availability Management is responsible for availability of the:
- A.
Services and Components
- B.
Services and Business Processes
- C.
Services and Business Processes
- D.
Services, Components and Business Processes
Correct Answer
A. Services and ComponentsExplanation
Availability Management is responsible for ensuring the availability of both services and components. This means that it is responsible for making sure that the services provided by an organization are available to users when they need them, and that the components that make up those services are also available and functioning properly. This includes monitoring and managing the availability of hardware, software, networks, and any other components that are necessary for the delivery of services. By focusing on both services and components, Availability Management can ensure that the organization is able to meet the needs of its users and maintain a high level of service availability.Rate this question:
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- 4.
Contracts are used to define:
- A.
The provision of IT services or business services by a Service Provider
- B.
The provision of goods and services by Suppliers
- C.
Service Levels that have been agreed between the Service Provider and their Customer
- D.
Metrics and Critical Success Factors (CSFs) in an external agreement
Correct Answer
B. The provision of goods and services by SuppliersExplanation
Contracts are legal agreements that define the terms and conditions between parties involved in a business transaction. In this case, the correct answer is "The provision of goods and services by Suppliers." Contracts are used to outline the specific goods and services that will be provided by suppliers, including the terms of delivery, payment, and any other relevant details. This ensures that both parties are clear on their obligations and protects their rights in case of any disputes or breaches of the agreement.Rate this question:
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- 5.
Which of the following is NOT an example of Self-Help capabilities?
- A.
A: Requirement to always call the Service Desk for service requests
- B.
B: Web front-end
- C.
C: Menu-driven range of self help and service requests
- D.
D: A direct interface into the back-end process-handling software
Correct Answer
A. A: Requirement to always call the Service Desk for service requestsExplanation
The correct answer is A: Requirement to always call the Service Desk for service requests. This is not an example of self-help capabilities because it involves relying on the service desk for assistance, rather than being able to resolve issues independently. Self-help capabilities typically involve options like a web front-end, menu-driven self-help options, and a direct interface into the back-end process-handling software, which allow users to access information and perform tasks without needing to rely on external assistance.Rate this question:
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- 6.
Who owns the specific costs and risks associated with providing a service?
- A.
The Service Provider
- B.
The Service Level Manager
- C.
The Customer
- D.
The Finance department
Correct Answer
A. The Service ProviderExplanation
The correct answer is The Service Provider. The service provider is responsible for owning the specific costs and risks associated with providing a service. This includes managing the financial aspects and taking on any potential risks that may arise during the service delivery process. The service provider is accountable for ensuring the service meets the agreed-upon service level agreements and delivering it in a cost-effective manner.Rate this question:
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- 7.
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
- A.
1 only
- B.
2 and 3 only
- C.
1, 2 and 4 only
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The functions within Service Operation are responsible for various types of communication. Communication between Data Centre shifts is necessary to ensure smooth handover and continuity of operations. Communication related to changes is important to keep all stakeholders informed about any changes that may affect the services. Performance reporting involves communicating the performance of the services to relevant parties. Routine operational communication is essential for day-to-day operations. Therefore, all of the given options - 1, 2, 3, and 4 - are types of communication that can be expected from the functions within Service Operation.Rate this question:
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- 8.
How many people should be accountable for a process as defined in the RACI model?
- A.
As many as necessary to complete the activity
- B.
Only one - the process owner
- C.
Two - the process owner and the process enactor
- D.
Only one - the process architect
Correct Answer
B. Only one - the process ownerExplanation
In the RACI model, which stands for Responsible, Accountable, Consulted, and Informed, the person who should be accountable for a process is the process owner. This means that they are ultimately responsible for the success or failure of the process and have the authority to make decisions and take action. Having multiple people accountable for a process can lead to confusion and lack of accountability. Therefore, only one person, the process owner, should be accountable for a process in the RACI model.Rate this question:
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- 9.
What guidance does ITIL give on the frequency of production of service reporting?
- A.
Service reporting intervals must be defined and agreed with the customers
- B.
Reporting intervals should be set by the Service Provider
- C.
Reports should be produced weekly
- D.
Service reporting intervals must be the same for all services
Correct Answer
A. Service reporting intervals must be defined and agreed with the customersExplanation
ITIL gives guidance that service reporting intervals must be defined and agreed with the customers. This means that the frequency of producing service reports should be determined in collaboration with the customers based on their specific needs and requirements. It emphasizes the importance of customer involvement in determining the reporting intervals to ensure that the reports are timely and relevant to their needs.Rate this question:
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- 10.
Which of the following is the BEST definition of the term Service Management?
- A.
A set of specialized organizational capabilities for providing value to customers in the form of services
- B.
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- C.
The management of functions within an organization to perform certain activities
- D.
Units of organizations with roles to perform certain activities
Correct Answer
A. A set of specialized organizational capabilities for providing value to customers in the form of servicesExplanation
Service management refers to a set of specialized organizational capabilities that are focused on providing value to customers through the delivery of services. This definition highlights the importance of having specific skills, processes, and resources in place to effectively deliver services that meet customer needs and expectations. It emphasizes that service management is not just about performing activities or managing functions within an organization, but rather about having the necessary capabilities to create and deliver valuable services to customers.Rate this question:
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- 11.
Which of the following is NOT a characteristic of a process?
- A.
It is measurable
- B.
Delivers specific results
- C.
Responds to specific events
- D.
A method of structuring an organization
Correct Answer
D. A method of structuring an organizationExplanation
A process is a series of steps or actions that are taken to achieve a specific goal or outcome. It is measurable because it can be assessed and evaluated based on certain criteria or metrics. It delivers specific results because it is designed to produce a particular outcome. It responds to specific events because it is influenced by external factors or triggers. However, a process is not a method of structuring an organization. Organizational structure refers to how the various parts of an organization are arranged and how authority and responsibility are distributed.Rate this question:
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- 12.
12. Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities
- A.
1 and 3 only
- B.
All of the above
- C.
2 and 4 only
- D.
1, 2 and 4 only
Correct Answer
D. 1, 2 and 4 onlyExplanation
Roles, activities, and responsibilities are all part of every process. Roles define the responsibilities and tasks assigned to individuals within the process. Activities are the specific actions or steps that need to be taken to complete the process. Responsibilities are the obligations or duties that individuals have within the process. Therefore, options 1, 2, and 4 are the correct choices as they include all these essential elements of a process.Rate this question:
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- 13.
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
- A.
A. Both of the above
- B.
B. 1 only
- C.
C. Neither of the above
- D.
D. 2 only
Correct Answer
B. B. 1 onlyExplanation
The correct answer is B. 1 only. This means that statement 1, "It delivers its primary results to a customer or stakeholder," is correct for every process. Statement 2, "It defines activities that are executed by a single function," is not correct for every process.Rate this question:
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- 14.
14. What are the publications that provide guidance specific to industry sectors and organization types known as?
- A.
A. The Service Strategy and Service Transition books
- B.
B. The ITIL Complementary Guidance
- C.
C. The Service Support and Service Delivery books
- D.
D. Pocket Guides
Correct Answer
B. B. The ITIL Complementary GuidanceExplanation
The correct answer is B. The ITIL Complementary Guidance. The ITIL Complementary Guidance refers to a set of publications that provide guidance specific to industry sectors and organization types. These publications complement the core ITIL books and offer additional guidance and best practices for implementing ITIL in specific contexts.Rate this question:
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- 15.
15. Which of the following is NOT a purpose of Service Transition?
- A.
A. To ensure that a service can be managed, operated and supported
- B.
B. To provide training and certification in project management
- C.
C. To provide quality knowledge of Change, Release and Deployment Management
- D.
D. To plan and manage the capacity and resource requirements to manage a release
Correct Answer
B. B. To provide training and certification in project managementExplanation
The purpose of Service Transition is to ensure that a service can be managed, operated, and supported effectively. It involves activities such as planning and managing the capacity and resource requirements for managing a release, providing quality knowledge of Change, Release, and Deployment Management, and ensuring that the service is ready for deployment. However, providing training and certification in project management is not a specific purpose of Service Transition.Rate this question:
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- 16.
16. What is the BEST description of the purpose of Service Operation?
- A.
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
- B.
B. To proactively prevent all outages to IT Services
- C.
C. To design and build processes that will meet business needs
- D.
D. To deliver and manage IT Services at agreed levels to business users and customers
Correct Answer
D. D. To deliver and manage IT Services at agreed levels to business users and customersExplanation
The purpose of Service Operation is to deliver and manage IT Services at agreed levels to business users and customers. This involves ensuring that IT Services are provided efficiently and effectively, meeting the agreed upon service levels and delivering value to the business. Service Operation is responsible for the day-to-day management of IT Services, including incident management, problem management, access management, and service desk activities. Its focus is on maintaining the stability and performance of the IT infrastructure and minimizing the impact of incidents and problems on the business.Rate this question:
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- 17.
17. Which of the following should NOT be a concern of Risk Management?
- A.
A. To ensure that the organization can continue to operate in the event of a major disruption or disaster
- B.
B. To ensure that the workplace is a safe environment for its employees and customers
- C.
C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
- D.
D. To ensure only the change requests with mitigated risks are approved for implementation
Correct Answer
D. D. To ensure only the change requests with mitigated risks are approved for implementationExplanation
Risk management is primarily concerned with identifying, assessing, and mitigating risks to ensure the organization can continue to operate, protect its assets, and provide a safe environment. However, the approval of change requests with mitigated risks falls under the domain of change management, not risk management. Change management focuses on managing the process of implementing changes within an organization while minimizing disruption and maximizing benefits. Therefore, ensuring that only change requests with mitigated risks are approved for implementation is not a concern of risk management.Rate this question:
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- 18.
18. What is the BEST description of an Operational Level Agreement (OLA)?
- A.
A. An agreement between the service provider and another part of the same organization
- B.
B. An agreement between the service provider and an external organization
- C.
C. A document that describes to a customer how services will be operated on a day-to-day basis
- D.
D. A document that describes business services to operational staff
Correct Answer
A. A. An agreement between the service provider and another part of the same organizationExplanation
An Operational Level Agreement (OLA) is an agreement between the service provider and another part of the same organization. This means that it is an agreement between different departments or teams within the same organization, outlining the specific responsibilities, expectations, and service levels that each party has towards each other. OLAs are used to ensure effective coordination and collaboration between different parts of the organization in order to deliver high-quality services.Rate this question:
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- 19.
19. Which of the following is the CORRECT definition of a Release Unit?
- A.
A. A measurement of cost
- B.
B. A function described within Service Transition
- C.
C. The team of people responsible for implementing a release
- D.
D. The portion of a service or IT infrastructure that is normally released together
Correct Answer
D. D. The portion of a service or IT infrastructure that is normally released togetherExplanation
The correct answer is D. The portion of a service or IT infrastructure that is normally released together. A Release Unit refers to a specific part or component of a service or IT infrastructure that is typically released as a whole. It could be a software application, a module, a set of features, or any other cohesive unit that is deployed or updated together. This ensures that all the necessary components are released simultaneously, minimizing any potential disruptions or compatibility issues.Rate this question:
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- 20.
20. The BEST definition of an Incident is:
- A.
A. An unplanned disruption of service unless there is a backup to that service
- B.
B. An unplanned interruption or reduction in the quality of an IT Service
- C.
C. Any disruption to service whether planned or unplanned
- D.
D. Any disruption to service
Correct Answer
B. B. An unplanned interruption or reduction in the quality of an IT ServiceExplanation
An incident is defined as an unplanned interruption or reduction in the quality of an IT service. This means that when there is an incident, there is an unexpected disruption or decrease in the level of service provided by the IT system. This could be due to a variety of reasons such as hardware failure, software malfunction, or human error. The key point is that the incident is not planned and it negatively impacts the service being provided.Rate this question:
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- 21.
21. In which of the following situations should a Problem Record be created?
- A.
A. An event indicates that a redundant network segment has failed but it has not impacted any users
- B.
B. An Incident is passed to second-level support
- C.
C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
- D.
D. Incident Management has found a workaround but needs some assistance in implementing it
Correct Answer
C. C. A Technical Management team identifies a permanent resolution to a number of recurring IncidentsExplanation
A Problem Record should be created when a Technical Management team identifies a permanent resolution to a number of recurring Incidents. This indicates that there is an underlying problem causing these incidents and a permanent solution has been found. Creating a Problem Record allows for further investigation and analysis of the problem, as well as tracking the progress of implementing the permanent resolution.Rate this question:
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- 22.
22. Which of the following BEST describes a Problem?
- A.
A. A Known Error for which the cause and resolution are not yet known
- B.
B. The cause of two or more Incidents
- C.
C. A serious Incident which has a critical impact to the business
- D.
D. The cause of one or more Incidents
Correct Answer
D. D. The cause of one or more IncidentsExplanation
The correct answer is D. The cause of one or more Incidents. This option best describes a problem because a problem is the underlying cause of one or more incidents. It is a condition that can lead to the occurrence of incidents and needs to be resolved in order to prevent future incidents from happening.Rate this question:
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- 23.
23. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
- A.
A. People, Process, Partners, Suppliers
- B.
B. People, Process, Products, Technology
- C.
C. People, Process, Products, Partners
- D.
D. People, Products, Technology, Partners
Correct Answer
C. C. People, Process, Products, PartnersExplanation
The implementation of ITIL Service Management requires the effective and efficient use of people, process, products, and partners. People are needed to carry out the processes and use the products effectively. Processes provide the structure and guidelines for delivering services. Products refer to the tools and technologies used to support the service management processes. Partners are external organizations or individuals that collaborate with the service provider to deliver services. Therefore, all four elements - people, process, products, and partners - are essential for successful implementation of ITIL Service Management.Rate this question:
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- 24.
24. 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. ?
- A.
A. What is the Return On Investment (ROI)?
- B.
B. How much did it cost?
- C.
C. How do we keep the momentum going?
- D.
D. What is the Value On Investment (VOI)?
Correct Answer
C. C. How do we keep the momentum going?Explanation
The next step in the Continual Service Improvement (CSI) Model after determining whether the desired goals have been achieved is to address how to keep the momentum going. This step focuses on identifying strategies and actions to maintain the progress made and ensure continuous improvement. It involves evaluating the effectiveness of the implemented changes, identifying any areas for further improvement, and developing plans to sustain and build upon the achieved results.Rate this question:
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- 25.
25. Which of the following do Service Metrics measure?
- A.
A. Processes and functions
- B.
B. Maturity and cost
- C.
C. The end to end service
- D.
D. Infrastructure availability
Correct Answer
C. C. The end to end serviceExplanation
Service Metrics measure the end-to-end service. This means that they assess the performance, quality, and effectiveness of the entire service delivery process, from the initial request to the final outcome. Service Metrics help organizations evaluate how well they are meeting their service level agreements and identify areas for improvement. They provide insights into customer satisfaction, service efficiency, and overall service performance. By focusing on the end-to-end service, organizations can ensure that they are delivering value to their customers and meeting their business objectives.Rate this question:
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- 26.
26. The MAIN objective of Service Level Management is:
- A.
A. To carry out the Service Operations activities needed to support current IT services
- B.
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- C.
C. To create and populate a Service Catalog
- D.
D. To ensure that an agreed level of IT service is provided for all current IT services
Correct Answer
D. D. To ensure that an agreed level of IT service is provided for all current IT servicesExplanation
The main objective of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services. This means that Service Level Management is responsible for defining, negotiating, and documenting the level of service that will be provided to customers. It involves setting service level targets, monitoring and reporting on performance against these targets, and taking actions to improve service quality if necessary. By doing so, Service Level Management helps to ensure that IT services meet the needs and expectations of customers.Rate this question:
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- 27.
Which processes review Underpinning Contracts on a regular basis?
- A.
A. Supplier Management and Service Level Management
- B.
B. Supplier Management and Demand Management
- C.
C. Demand Management and Service Level Management
- D.
D. Supplier Management, Demand Management and Service Level Management
Correct Answer
A. A. Supplier Management and Service Level ManagementExplanation
Supplier Management and Service Level Management are the processes that review Underpinning Contracts on a regular basis. Supplier Management is responsible for managing relationships with suppliers and ensuring that contracts are being followed and met. Service Level Management is responsible for monitoring and managing the performance of services provided by suppliers. Therefore, these two processes are the most relevant in reviewing Underpinning Contracts.Rate this question:
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- 28.
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
- A.
A. 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
- B.
B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
- C.
C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
- D.
D. Service Catalogue and Service Portfolio are different names for the same thing
Correct Answer
C. C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deploymentExplanation
The correct answer is C because the Service Portfolio contains information about all services, including those that are being considered for future development, while the Service Catalogue only includes information about services that are live or being prepared for deployment. This means that the Service Portfolio is a broader collection of information about all services, while the Service Catalogue is a subset that focuses on currently available or soon-to-be-deployed services. Therefore, option C is the most correct statement.Rate this question:
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- 29.
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
- A.
A. Service Level Management
- B.
B. IT Operations Management
- C.
C. Capacity Management
- D.
D. Incident Management
Correct Answer
B. B. IT Operations ManagementExplanation
IT Operations Management is responsible for monitoring activities and events in the IT infrastructure. This role or function ensures that all systems and applications are running smoothly and efficiently. They monitor performance, troubleshoot issues, and proactively address any potential problems. By monitoring activities and events, IT Operations Management can identify and resolve issues before they cause significant disruptions or downtime. This helps to maintain the overall stability and reliability of the IT infrastructure.Rate this question:
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- 30.
Consider the following list: 1. Change Authority 2. Change Manager 3. Change Advisory Board (CAB) What are these BEST described as?
- A.
Job descriptions
- B.
Functions
- C.
Teams
- D.
Roles, people or groups
Correct Answer
D. Roles, people or groupsExplanation
The given list consists of different roles, specifically the Change Authority, Change Manager, and Change Advisory Board (CAB). These roles are not job descriptions or functions, but rather they represent different individuals or groups involved in the change management process. Therefore, the correct answer is "Roles, people or groups."Rate this question:
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- 31.
Service Transition contains detailed descriptions of which processes?
- A.
Change Management, Service Asset and Configuration Management, Release and Deployment Management
- B.
Change Management, Capacity Management Event Management, Service Request Management
- C.
Service Level Management, Service Portfolio Management, Service Asset and Configuration Management
- D.
Service Asset and Configuration Management, Release and Deployment Management, Request Fulfillment
Correct Answer
A. Change Management, Service Asset and Configuration Management, Release and Deployment ManagementExplanation
Service Transition is a stage in the ITIL (Information Technology Infrastructure Library) framework that focuses on transitioning new or changed services into the live environment. This stage includes various processes, and the correct answer lists three of them: Change Management, Service Asset and Configuration Management, and Release and Deployment Management. Change Management ensures that changes to services or the IT infrastructure are properly planned, approved, and implemented. Service Asset and Configuration Management manages the information about the assets and configurations required to deliver IT services. Release and Deployment Management is responsible for planning, scheduling, and controlling the movement of releases into the live environment.Rate this question:
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- 32.
Which of the following statements is CORRECT?
- A.
A. The Configuration Management System is part of the Known Error Data Base
- B.
B. The Service Knowledge Management System is part of the Configuration Management System
- C.
C. The Configuration Management System is part of the Service Knowledge Management system
- D.
D. The Configuration Management System is part of the Configuration Management Database
Correct Answer
C. C. The Configuration Management System is part of the Service Knowledge Management systemExplanation
The correct answer is C. The Configuration Management System is part of the Service Knowledge Management system. This statement is correct because the Configuration Management System (CMS) is a component of the larger Service Knowledge Management System (SKMS). The SKMS includes all the tools, databases, and information used by the IT service provider to manage the lifecycle of their services. The CMS specifically focuses on the management of configuration items (CIs) and their relationships, ensuring that accurate and up-to-date information is available for effective service delivery and support.Rate this question:
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- 33.
Major Incidents require:
- A.
A. Separate procedures
- B.
B. Less urgency
- C.
C. Longer timescales
- D.
D. Less documentation
Correct Answer
A. A. Separate proceduresExplanation
Major incidents require separate procedures because they are typically more complex and require specialized handling. Separate procedures ensure that the incident is given the appropriate level of attention and resources, allowing for a more focused and efficient response. By having separate procedures in place, organizations can ensure that the necessary steps are followed to resolve the incident effectively, minimizing any potential negative impacts.Rate this question:
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- 34.
Which of the following statements about Incident reporting and logging is CORRECT?
- A.
A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
- B.
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
- C.
C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
- D.
D. Incidents reported by technical staff
Correct Answer
B. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staffExplanation
The correct answer is B because it states that incidents can be reported by anyone who detects a disruption or potential disruption to normal service, including technical staff. This aligns with best practices in incident reporting and logging, as it allows for a wider range of individuals to report incidents, ensuring that all potential issues are captured and addressed promptly.Rate this question:
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- 35.
What is the BEST description of a Major Incident?
- A.
A. An Incident that is so complex that it requires root cause analysis before a workaround can be found
- B.
B. An Incident which requires a large number of people to resolve
- C.
C. An Incident logged by a senior manager
- D.
D. An Incident which has a high priority or high impact on the business
Correct Answer
D. D. An Incident which has a high priority or high impact on the businessExplanation
A major incident is described as an incident that has a high priority or high impact on the business. This means that it is a significant issue that needs immediate attention and resolution in order to minimize the negative impact on the business operations. It may involve critical systems or services being down, causing disruption to the business processes. Resolving major incidents often requires the involvement of key stakeholders and resources to address and restore normal operations as quickly as possible.Rate this question:
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- 36.
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
- A.
A. 1 only
- B.
B. Both of the above
- C.
C. 2 only
- D.
D. Neither of the above
Correct Answer
B. B. Both of the aboveExplanation
When closing an incident, it is important to check the incident categorization and correct it if necessary. This ensures that the incident is properly documented and classified for future reference and analysis. Additionally, it is necessary to check that the user is satisfied with the outcome of the incident. This helps to ensure that the issue has been fully resolved to the user's satisfaction and that there are no lingering concerns or unresolved problems. Therefore, both of these actions should be done when closing an incident.Rate this question:
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- 37.
Which of the following statements correctly states the relationship between urgency, priority and impact?
- A.
A. Impact, priority and urgency are independent of each other
- B.
B. Urgency should be based on impact and priority
- C.
C. Impact should be based on urgency and priority
- D.
D. Priority should be based on impact and urgency
Correct Answer
D. D. Priority should be based on impact and urgencyExplanation
The correct answer is D. Priority should be based on impact and urgency. This means that when determining the priority of a task or issue, both the impact and urgency should be taken into consideration. The impact refers to the potential consequences or significance of the task or issue, while the urgency refers to the time sensitivity or deadline associated with it. By considering both factors, one can determine the appropriate priority level for addressing the task or issue effectively.Rate this question:
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- 38.
Hierarchic escalation is best described as?
- A.
A. Notifying more senior levels of management about an Incident
- B.
B. Passing an Incident to people with a greater level of technical skill
- C.
C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- D.
D. Failing to meet the Incident resolution times specified in a Service Level Agreement
Correct Answer
A. A. Notifying more senior levels of management about an IncidentExplanation
Hierarchic escalation refers to the process of notifying higher levels of management about an incident. This is done to ensure that the incident is appropriately addressed and resolved in a timely manner. By involving senior levels of management, it allows for a higher level of expertise and decision-making authority to be brought into the incident resolution process. This helps to ensure that the incident is given the necessary attention and resources to be resolved effectively.Rate this question:
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- 39.
Which of the following BEST describes a Service Request?
- A.
A. A request from a User for information, advice or for a Standard Change
- B.
B. Anything that the customer wants and is prepared to pay for
- C.
C. Any request or demand that is entered by a user via a Self-Help web-based interface
- D.
D. Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting
Correct Answer
A. A. A request from a User for information, advice or for a Standard ChangeExplanation
A service request is a request from a user for information, advice, or for a standard change. This means that the user is seeking assistance or guidance, or they are requesting a change that is already defined and approved as a standard change. This type of request does not involve a high level of risk or require approval from a Change Advisory Board (CAB) meeting.Rate this question:
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- 40.
Which process is responsible for sourcing and delivering components of requested standard services?
- A.
A. Request Fulfillment
- B.
B. Service Portfolio Management
- C.
C. Service Desk
- D.
D. IT Finance
Correct Answer
A. A. Request FulfillmentExplanation
The process responsible for sourcing and delivering components of requested standard services is Request Fulfillment. This process ensures that all requests for services are properly recorded, categorized, and fulfilled in a timely manner. It involves activities such as validating the request, sourcing the necessary components, and delivering the requested service to the user. Service Portfolio Management is responsible for managing the service portfolio and not specifically for sourcing and delivering components. Service Desk is responsible for handling user incidents and requests, but not specifically for sourcing and delivering components. IT Finance is responsible for managing the financial aspects of IT services and not specifically for sourcing and delivering components.Rate this question:
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- 41.
Which of the following is NOT a valid objective of Request Fulfilment?
- A.
A. To provide information to users about what services are available and how to request them
- B.
B. To update the Service Catalogue with services that may be requested through the Service Desk
- C.
C. To provide a channel for users to request and receive standard services
- D.
D. To source and deliver the components of standard services that have been requested
Correct Answer
B. B. To update the Service Catalogue with services that may be requested through the Service DeskExplanation
The objective of Request Fulfilment is to provide a channel for users to request and receive standard services, to provide information to users about what services are available and how to request them, and to source and deliver the components of standard services that have been requested. Updating the Service Catalogue with services that may be requested through the Service Desk is not a direct objective of Request Fulfilment.Rate this question:
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- 42.
Which process is responsible for sourcing and delivering components of requested standard services?
- A.
A. Request Fulfilment
- B.
B. Service Portfolio Management
- C.
C. Service Desk
- D.
D. IT Finance
Correct Answer
A. A. Request FulfilmentExplanation
Request Fulfilment is the process responsible for sourcing and delivering components of requested standard services. This process ensures that service requests from users are fulfilled in a timely and efficient manner, by coordinating with other processes and teams involved in the delivery of the requested services. It involves activities such as logging and categorizing requests, sourcing the required components, and coordinating with suppliers and support teams to deliver the requested services to the users.Rate this question:
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- 43.
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
- A.
A. 1, 2 and 4 only
- B.
B. 2, 3 and 4 only
- C.
C. 1, 3 and 4 only
- D.
D. 1, 2 and 3 only
Correct Answer
A. A. 1, 2 and 4 onlyExplanation
The correct answer is A. 1, 2 and 4 only. This means that the Service Desk organizational structures include the Local Service Desk, Virtual Service Desk, and Follow the Sun. The IT Help Desk is not included in the list of Service Desk organizational structures.Rate this question:
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- 44.
Which Functions are included in IT Operations Management?
- A.
A. Network Management and Application Management
- B.
B. Technical Management and Change Management
- C.
C. IT Operations Control and Facilities Management
- D.
D. Facilities Management and Release Management
Correct Answer
C. C. IT Operations Control and Facilities ManagementExplanation
The correct answer is C. IT Operations Control and Facilities Management. IT Operations Control involves monitoring and controlling the IT infrastructure and systems to ensure smooth operations. Facilities Management focuses on managing the physical environment where IT operations take place, including data centers and other facilities. These two functions are essential for effective IT operations management.Rate this question:
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- 45.
Which of the following options is a hierarchy that is used in Knowledge Management?
- A.
A. Wisdom - Information - Data - Knowledge
- B.
B. Data - Information - Knowledge - Wisdom
- C.
C. Knowledge - Wisdom - Information - Data
- D.
D. Information - Data - Knowledge - Wisdom
Correct Answer
B. B. Data - Information - Knowledge - WisdomExplanation
This answer is correct because it follows the logical progression of knowledge management. Data is the raw facts and figures, which are then organized and processed into information. Knowledge is then derived from the information by applying context and understanding. Finally, wisdom is the highest level, where knowledge is applied in a meaningful and insightful way. Therefore, the correct hierarchy is Data - Information - Knowledge - Wisdom.Rate this question:
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- 46.
Which of the following CANNOT be provided by a tool?
- A.
A. Knowledge
- B.
B. Information
- C.
C. Wisdom
- D.
D. Data
Correct Answer
C. C. WisdomExplanation
A tool is a device or software that is designed to perform a specific task or provide assistance in completing a task. While tools can provide knowledge, information, and data, they cannot provide wisdom. Wisdom is a deeper understanding that comes from experience, reflection, and the ability to apply knowledge and information in a meaningful and insightful way. Tools can assist in the acquisition and processing of knowledge, information, and data, but the application of wisdom requires human judgment and critical thinking.Rate this question:
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Mar 18, 2023Quiz Edited by
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May 08, 2012Quiz Created by
Poserdl