Implementation Of ITIL Service Management
- 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 are crucial for evaluating the effectiveness and efficiency of the organization's technology infrastructure, operational processes, and service delivery. By collecting and analyzing these metrics, the organization can identify areas for improvement, make informed decisions, and drive ongoing enhancements in order to achieve better outcomes and meet customer expectations.Rate this question:
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- 2.
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
- A.
Service Strategy
- B.
Service Transition
- C.
Service Operation
- D.
Continual Service Improvement
Correct Answer
C. Service OperationExplanation
Event Management, Problem Management, Access Management, and Request Fulfilment are all processes that are part of the Service Operation stage of the Service Lifecycle. Service Operation is responsible for managing the day-to-day operation of services, including handling events, incidents, and requests, as well as ensuring access to services is controlled and managed effectively. These processes are focused on maintaining the stability and performance of the services in the live environment, and ensuring that any issues or requests are addressed promptly and efficiently.Rate this question:
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- 3.
Reliability is a measure of:
- A.
The availability of a service or component
- B.
The level of risk that could impact a service or process
- C.
How long a service or component can perform its function without failing
- D.
A measure of how quickly a service or component can be restored to normal working
Correct Answer
C. How long a service or component can perform its function without failingExplanation
Reliability refers to the ability of a service or component to perform its function without failing over a certain period of time. It focuses on the duration in which the service or component can consistently operate without any interruptions or breakdowns. This measure is important as it indicates the stability and consistency of the service or component, allowing users to rely on it for an extended period without any disruptions.Rate this question:
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- 4.
A single Release unit, or a structured set of Release units can be defined within:
- A.
The RACI Model
- B.
A Release Package
- C.
A Request Model
- D.
The Plan, Do, Check, Act (PDCA) cycle
Correct Answer
B. A Release PackageExplanation
A Release Package is a defined unit or a structured set of Release units within which a single Release unit can be defined.Rate this question:
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- 5.
What is a RACI model used for?
- A.
Performance analysis
- B.
Recording Configuration Items
- C.
Monitoring services
- D.
Defining roles and responsibilities
Correct Answer
D. Defining roles and responsibilitiesExplanation
The RACI model is used for defining roles and responsibilities within a project or organization. It helps to clarify who is Responsible for completing a task, who is Accountable for the overall outcome, who needs to be Consulted for their input, and who should be Informed about the progress. This model ensures clear communication, accountability, and efficient workflow by clearly defining the roles and responsibilities of each team member.Rate this question:
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- 6.
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
- A.
Proprietary Knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
- B.
Public standards are always cheaper to adopt
- C.
Public frameworks are prescriptive and tell you exactly what to do
- D.
Proprietary knowledge has been tested in a wide range of environments
Correct Answer
A. Proprietary Knowledge may be difficult to adopt, replicate or transfer since it is often undocumentedExplanation
Public frameworks, such as ITIL, are attractive when compared to proprietary knowledge because proprietary knowledge may be difficult to adopt, replicate, or transfer since it is often undocumented. This means that it may be challenging for organizations to learn and implement proprietary knowledge effectively. In contrast, public frameworks provide documented and standardized processes that are easier to understand and apply. This makes it more convenient for organizations to adopt and replicate these frameworks, leading to greater efficiency and effectiveness in their operations.Rate this question:
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- 7.
Which of the following is an objective of Release and Deployment Management?
- A.
To standardize methods and procedures used for efficient and prompt handling of all changes
- B.
To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
- C.
To ensure that overall business risk of change is optimized
- D.
To define and agree release and deployment plans with customers and stakeholders
Correct Answer
D. To define and agree release and deployment plans with customers and stakeholdersExplanation
The objective of Release and Deployment Management is to define and agree release and deployment plans with customers and stakeholders. This involves working closely with customers and stakeholders to understand their requirements and expectations for the release and deployment of new or changed services. By doing so, the organization can ensure that the release and deployment activities are aligned with the needs of the customers and stakeholders, resulting in a successful implementation of the changes. This objective focuses on effective communication and collaboration with external parties to ensure smooth and coordinated release and deployment processes.Rate this question:
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- 8.
In which document would you expect to see an overview of actual service achievements against targets?
- A.
Operational Level Agreement (OLA)
- B.
Capacity Plan
- C.
Service Level Agreement (SLA)
- D.
SLA Monitoring Chart (SLAM)
Correct Answer
D. SLA Monitoring Chart (SLAM)Explanation
The SLA Monitoring Chart (SLAM) would provide an overview of actual service achievements against targets. This document is specifically designed to track and monitor the performance of services outlined in the Service Level Agreement (SLA). It allows for easy comparison between the agreed targets and the actual achievements, providing a clear picture of whether the service is meeting the agreed-upon levels. The SLAM helps in identifying any gaps or areas of improvement in service delivery and allows for effective monitoring and reporting.Rate this question:
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- 9.
A set of specialized organizational capabilities for providing value to customers in the form of services
- 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 services -
- 10.
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
- A.
Applications and Infrastructure
- B.
Functions and Processes
- C.
Service Pipeline and Service Catalogue
- D.
Markets and Customers
Correct Answer
B. Functions and ProcessesExplanation
Service management involves the coordination and execution of various functions and processes within an organization to provide value to customers through services. Functions refer to the different departments or teams within the organization that are responsible for carrying out specific tasks and activities. Processes, on the other hand, are the structured and repeatable activities that are followed to achieve specific goals and outcomes. Therefore, the specialized organizational capabilities in service management include functions and processes. The other options, such as applications and infrastructure, service pipeline and service catalogue, and markets and customers, are not directly related to the organizational capabilities in service management.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 actions or steps taken to achieve a specific goal or outcome. It is measurable because it can be analyzed and evaluated based on predefined metrics or criteria. It delivers specific results because it is designed to produce a particular outcome or output. It responds to specific events because it is triggered by certain conditions or triggers. However, a process is not a method of structuring an organization. Organizational structure refers to the way in which an organization is organized, including its hierarchy, reporting lines, and division of responsibilities.Rate this question:
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- 12.
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 meet customer needs and expectations. By emphasizing the customer-centric aspect of service delivery, this definition recognizes the ultimate goal of Service Management, which is to provide value and satisfaction to customers through the delivery of high-quality services.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.
Both of the above
- B.
1 only
- C.
Neither of the above
- D.
2 only
Correct Answer
B. 1 onlyExplanation
Every process delivers its primary results to a customer or stakeholder. This means that the purpose of a process is to produce a specific outcome that is valuable to someone outside of the process itself. The process may involve multiple activities and functions, but ultimately its goal is to provide a product, service, or information to a customer or stakeholder. Therefore, statement 1 is correct while statement 2 is not necessarily true for every process.Rate this question:
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- 14.
Which of the following is NOT a purpose of Service Transition?
- A.
To ensure that a service can be managed, operated and supported
- B.
To provide training and certification in project management
- C.
To provide quality knowledge of Change, Release and Deployment Management
- D.
To plan and manage the capacity and resource requirements to manage a release
Correct Answer
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. It involves planning and managing the capacity and resource requirements to manage a release, as well as providing quality knowledge of Change, Release, and Deployment Management. However, providing training and certification in project management is not a specific purpose of Service Transition.Rate this question:
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- 15.
What is the BEST description of the purpose of Service Operation?
- A.
To decide how IT will engage with suppliers during the Service Management Lifecycle
- B.
To proactively prevent all outages to IT Services
- C.
To design and build processes that will meet business needs
- D.
To deliver and manage IT Services at agreed levels to business users and customers
Correct Answer
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 the services are delivered effectively and efficiently, meeting the needs and expectations of the users and customers. Service Operation is responsible for the day-to-day management of the services, including incident management, problem management, access management, and service desk activities. Its goal is to minimize the impact of incidents and problems on the business and to restore normal service operations as quickly as possible.Rate this question:
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- 16.
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
- A.
2 only
- B.
1 only
- C.
Neither of the above
- D.
Both of the above
Correct Answer
B. 1 onlyExplanation
A Known Error record can be raised at any time when it would be useful to do so. This means that the record can be raised even before the permanent solution has been implemented. The purpose of a Known Error record is to capture information about a recurring incident or problem that has a known root cause and a temporary workaround. By raising the Known Error record, it helps to provide visibility and facilitate the resolution of future incidents or problems that are related to the known error.Rate this question:
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- 17.
What is the BEST description of an Operational Level Agreement (OLA)?
- A.
An agreement between the service provider and another part of the same organization
- B.
An agreement between the service provider and an external organization
- C.
A document that describes to a customer how services will be operated on a day-to-day basis
- D.
A document that describes business services to operational staff
Correct Answer
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 agreement outlines the responsibilities, roles, and expectations between the service provider and the internal department or team. It helps in ensuring smooth coordination and collaboration between different parts of the organization to deliver quality services.Rate this question:
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- 18.
Which of the following is the CORRECT definition of a Release Unit?
- A.
A measurement of cost
- B.
A function described within Service Transition
- C.
The team of people responsible for implementing a release
- D.
The portion of a service or IT infrastructure that is normally released together
Correct Answer
D. The portion of a service or IT infrastructure that is normally released togetherExplanation
A release unit refers to the portion of a service or IT infrastructure that is typically released together. This means that when changes or updates are made to a service or IT infrastructure, they are bundled together and released as a single unit. This ensures that all the components within the release are compatible and work together seamlessly. By releasing the components together, it reduces the risk of compatibility issues and allows for easier tracking and management of changes.Rate this question:
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- 19.
The BEST description of an Incident is:
- A.
An unplanned disruption of service unless there is a backup to that service
- B.
An unplanned interruption to service or a reduction in the quality of service
- C.
Any disruption to service whether planned or unplanned
- D.
Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
Correct Answer
B. An unplanned interruption to service or a reduction in the quality of serviceExplanation
An incident is described as an unplanned interruption to service or a reduction in the quality of service. This means that when there is an unexpected disruption or decrease in the level of service provided, it can be considered an incident. It does not matter if the disruption is temporary or if there is a backup system in place. The focus is on the impact to the service and the deviation from the expected level of performance.Rate this question:
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- 20.
Which of the following BEST describes a Problem?
- A.
A Known Error for which the cause and resolution are not yet known
- B.
The cause of two or more Incidents
- C.
A serious Incident which has a critical impact to the business
- D.
The cause of one or more Incidents
Correct Answer
D. The cause of one or more IncidentsExplanation
A problem is described as the cause of one or more incidents. This means that a problem is the underlying issue that is responsible for multiple incidents occurring. By identifying and resolving the problem, it is possible to prevent further incidents from happening.Rate this question:
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- 21.
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
- A.
People, Process, Partners, Suppliers
- B.
People, Process, Products, Technology
- C.
People, Process, Products, Partners
- D.
People, Products, Technology, Partners
Correct Answer
C. People, Process, Products, PartnersExplanation
The implementation of ITIL Service Management requires a comprehensive approach that involves the effective and efficient use of various elements. These elements include people who are responsible for carrying out the processes and tasks, well-defined and documented processes that outline how the services should be managed, products that support the delivery of these services, and partners who collaborate and provide additional resources or expertise. All these components work together to ensure the successful implementation and management of ITIL Service Management.Rate this question:
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- 22.
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.
What is the Return On Investment (ROI)?
- B.
How much did it cost?
- C.
How do we keep the momentum going?
- D.
What is the Value On Investment (VOI)?
Correct Answer
C. How do we keep the momentum going?Explanation
The next step in the Continual Service Improvement (CSI) Model after "Did we get there?" is "How do we keep the momentum going?" This step focuses on sustaining the progress made and ensuring that the improvements implemented continue to deliver value. It involves identifying strategies and actions to maintain the momentum, such as regular monitoring and review, ongoing training and communication, and adapting to any changes or challenges that may arise.Rate this question:
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- 23.
Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model. *1. Allocate roles and responsibilities to work on CSI initiatives *2. Measure and review that the CSI plan is executed and its objectives are being achieved *3. Identify the scope, objectives and requirements for CSI *4. Decision on implementation of further enhancements
- A.
3-1-2-4
- B.
3-4-2-1
- C.
1-3-2-4
- D.
2-3-4-1
Correct Answer
A. 3-1-2-4 -
- 24.
Which of the following activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model?
- A.
Implementing service and process improvements
- B.
Reviewing measurable improvements
- C.
Creating a baseline
- D.
Defining measurable targets
Correct Answer
D. Defining measurable targetsExplanation
In the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model, the activity of defining measurable targets is carried out. This involves setting clear and specific objectives or goals that the organization aims to achieve. By defining measurable targets, the organization can establish a clear direction for improvement efforts and track progress towards desired outcomes. This activity helps in aligning the improvement initiatives with the overall business objectives and ensures that the organization has a clear vision of where it wants to be in terms of service and process improvements.Rate this question:
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- 25.
Which of the following do Service Metrics measure?
- A.
Processes and functions
- B.
Maturity and cost
- C.
The end to end service
- D.
Infrastructure availability
Correct Answer
C. The end to end serviceExplanation
Service Metrics measure the end-to-end service. This means that they evaluate the performance, quality, and effectiveness of the entire service delivery process, from the initial request to the final outcome. Service Metrics provide insights into how well the service meets the needs and expectations of the customers, and help identify areas for improvement in order to enhance the overall service experience.Rate this question:
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- 26.
Understanding customer usage of services and how this varies over time is part of which process?
- A.
Service Portfolio Management
- B.
Service Level Management
- C.
Component Capacity Management
- D.
Demand Management
Correct Answer
D. Demand ManagementExplanation
Demand Management involves understanding customer usage of services and how this varies over time. It focuses on forecasting and managing customer demand to ensure that the right services are provided at the right time. By analyzing customer usage patterns, organizations can make informed decisions about resource allocation, capacity planning, and service improvements. Therefore, understanding customer usage of services and its variations over time is an essential part of the Demand Management process.Rate this question:
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- 27.
The MAIN objective of Service Level Management is:
- A.
To carry out the Service Operations activities needed to support current IT services
- B.
To ensure that sufficient capacity is provided to deliver the agreed performance of services
- C.
To create and populate a Service Catalogue
- D.
To ensure that an agreed level of IT service is provided for all current IT services
Correct Answer
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 involves defining and negotiating service level agreements (SLAs) with customers, monitoring and reporting on service performance, and making improvements to meet the agreed service levels. Service Level Management is responsible for maintaining a balance between the cost of service provision and the quality of service delivered, ensuring that the IT services meet the needs and expectations of the customers.Rate this question:
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- 28.
Which processes review Underpinning Contracts on a regular basis?
- A.
Supplier Management and Service Level Management
- B.
Supplier Management and Demand Management
- C.
Demand Management and Service Level Management
- D.
Supplier Management, Demand Management and Service Level Management
Correct Answer
A. Supplier Management and Service Level ManagementExplanation
Supplier Management and Service Level Management processes are responsible for reviewing Underpinning Contracts on a regular basis. Supplier Management ensures that suppliers are meeting their contractual obligations and are providing the agreed-upon level of service. Service Level Management, on the other hand, focuses on monitoring and managing the performance of IT services to ensure they meet the agreed-upon service levels. Both processes play a crucial role in reviewing and managing Underpinning Contracts to ensure that the services provided by suppliers are meeting the required standards.Rate this question:
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- 29.
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
- 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.
The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
- 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.
Service Catalogue and Service Portfolio are different names for the same thing
Correct Answer
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 that the Service Portfolio has information about all services, while the Service Catalogue only has information about services that are live or being prepared for deployment. This means that the Service Portfolio includes information about services that are currently being used, as well as services that are being considered for future development. On the other hand, the Service Catalogue specifically focuses on the services that are already in use or are in the process of being deployed.Rate this question:
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- 30.
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
- A.
Service Level Management
- B.
IT Operations Management
- C.
Capacity Management
- D.
Incident Management
Correct Answer
B. IT Operations ManagementExplanation
IT Operations Management is responsible for monitoring activities and events in the IT Infrastructure. This role ensures that the IT systems and services are running smoothly and efficiently. They monitor the performance and availability of the infrastructure, identify and resolve any issues or incidents that occur, and ensure that service levels are met. They also play a crucial role in maintaining the overall health and stability of the IT environment.Rate this question:
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- 31.
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
These options are best described as roles, people, or groups because they refer to specific positions or entities within an organization. "Change Authority," "Change Manager," and "Change Advisory Board" are all specific roles or groups of individuals who are responsible for managing and overseeing changes within an organization. They are not job descriptions, functions, or teams in a general sense, but rather specific roles or groups of people within the context of change management.Rate this question:
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- 32.
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 Fulfilment
Correct Answer
A. Change Management, Service Asset and Configuration Management, Release and Deployment ManagementExplanation
The correct answer is Change Management, Service Asset and Configuration Management, Release and Deployment Management. 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 processes mentioned in the correct answer are key components of Service Transition. Change Management ensures that changes to services and infrastructure are controlled and implemented smoothly. Service Asset and Configuration Management manages the assets and configurations needed for delivering services. Release and Deployment Management ensures that new or changed services are successfully released into the live environment.Rate this question:
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- 33.
Which of the following statements is CORRECT?
- A.
The Configuration Management System is part of the Known Error Data Base
- B.
The Service Knowledge Management System is part of the Configuration Management System
- C.
The Configuration Management System is part of the Service Knowledge Management system
- D.
The Configuration Management System is part of the Configuration Management Database
Correct Answer
C. The Configuration Management System is part of the Service Knowledge Management systemExplanation
The given answer is correct because it states that the Configuration Management System is part of the Service Knowledge Management system. This means that the Configuration Management System is a component or subset of the larger Service Knowledge Management system.Rate this question:
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- 34.
Which of the following are included within Release and Deployment Models? *1. Roles and responsibilities *2. Template release and deployment schedules *3. Supporting systems, tools and procedures *4. Handover activities and responsibilities
- A.
1, 2 and 4 only
- B.
2, 3 and 4 only
- C.
All of the above
- D.
1 and 4 only
Correct Answer
C. All of the aboveExplanation
The correct answer is "All of the above". This means that all the options listed (1, 2, 3, and 4) are included within Release and Deployment Models. This includes roles and responsibilities, template release and deployment schedules, supporting systems, tools and procedures, as well as handover activities and responsibilities.Rate this question:
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- 35.
Major Incidents require:
- A.
Separate procedures
- B.
Less urgency
- C.
Longer timescales
- D.
Less documentation
Correct Answer
A. Separate proceduresExplanation
Major Incidents require separate procedures because they are significant and complex events that require a structured and focused approach for effective resolution. Separate procedures ensure that the incident is handled differently from regular incidents, allowing for dedicated resources, specialized expertise, and a streamlined process. This helps to minimize confusion, improve response times, and ensure that all necessary steps are taken to mitigate the impact of the incident. Additionally, separate procedures enable clear communication and coordination among the teams involved, facilitating a more efficient and effective resolution process.Rate this question:
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- 36.
Which of the following statements about Incident reporting and logging is CORRECT?
- A.
Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
- B.
Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
- C.
All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
- D.
Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
Correct Answer
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staffExplanation
Incident reporting and logging is not limited to only users. Anyone who detects a disruption or potential disruption to normal service, including technical staff, can report incidents. Therefore, the correct statement is that incidents can be reported by anyone who detects a disruption or potential disruption to normal service, including technical staff.Rate this question:
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- 37.
What is the BEST description of a Major Incident?
- A.
An Incident that is so complex that it requires root cause analysis before a workaround can be found
- B.
An Incident which requires a large number of people to resolve
- C.
An Incident logged by a senior manager
- D.
An Incident which has a high priority or high impact on the business
Correct Answer
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 an incident that has the potential to cause significant disruption or harm to the organization's operations, services, or reputation. It may require immediate attention and resources to resolve and may also involve the activation of specific response procedures or escalation to senior management.Rate this question:
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- 38.
Which of the following statements correctly states the relationship between urgency, priority and impact?
- A.
Impact, priority and urgency are independent of each other
- B.
Urgency should be based on impact and priority
- C.
Impact should be based on urgency and priority
- D.
Priority should be based on impact and urgency
Correct Answer
D. Priority should be based on impact and urgencyExplanation
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 of the situation should be taken into consideration. Impact refers to the potential consequences or significance of the task or issue, while urgency refers to the time sensitivity or immediacy of the situation. By considering both factors, one can effectively prioritize tasks and allocate resources accordingly.Rate this question:
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- 39.
Hierarchic escalation is best described as?
- A.
Notifying more senior levels of management about an Incident
- B.
Passing an Incident to people with a greater level of technical skill
- C.
Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- D.
Failing to meet the Incident resolution times specified in a Service Level Agreement
Correct Answer
A. Notifying more senior levels of management about an IncidentExplanation
Hierarchic escalation refers to the practice of notifying more senior levels of management about an incident. This is done when the incident cannot be resolved at lower levels and requires the involvement of higher authorities. By escalating the incident, it ensures that the appropriate level of management is aware of the situation and can provide the necessary resources and support to address it effectively. This helps in ensuring timely and efficient resolution of incidents and maintaining customer satisfaction.Rate this question:
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- 40.
Which of the following is NOT an objective of Problem Management?
- A.
Minimizing the impact of Incidents that cannot be prevented
- B.
Preventing Problems and resulting Incidents from happening
- C.
Eliminating recurring Incidents
- D.
Restoring normal service operation as quickly as possible and minimizing adverse impact on the business
Correct Answer
D. Restoring normal service operation as quickly as possible and minimizing adverse impact on the businessExplanation
The objective of Problem Management is to prevent Problems and resulting Incidents from happening, eliminate recurring Incidents, and minimize the impact of Incidents that cannot be prevented. Restoring normal service operation as quickly as possible and minimizing adverse impact on the business is actually an objective of Incident Management, not Problem Management.Rate this question:
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- 41.
Which of the following BEST describes a Service Request?
- A.
A request from a User for information, advice or for a Standard Change
- B.
Anything that the customer wants and is prepared to pay for
- C.
Any request or demand that is entered by a user via a Self-Help web-based interface
- 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 request from a User for information, advice or for a Standard ChangeExplanation
A service request is a specific type of request made by a user to obtain information, seek advice, or request a standard change. It is not just any customer demand or request, but rather a specific type of request related to information, advice, or standard changes.Rate this question:
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- 42.
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, manage Problems throughout their lifecycle, and eliminate recurring Incidents. However, restoring service to a user is not a valid objective of Problem Management. While restoring service is important, it falls under the responsibility of Incident Management, which focuses on resolving incidents and minimizing the impact on users. Problem Management, on the other hand, focuses on identifying and addressing the underlying causes of incidents to prevent their recurrence.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.
1, 2 and 4 only
- B.
2, 3 and 4 only
- C.
1, 3 and 4 only
- D.
1, 2 and 3 only
Correct Answer
A. 1, 2 and 4 onlyExplanation
The correct answer is 1, 2 and 4 only. This is because a Local Service Desk refers to a physical service desk located within a specific geographic area, a Virtual Service Desk refers to a service desk that operates remotely and provides support through various channels like phone, email, chat, etc., and Follow the Sun is a service desk structure where support is provided 24/7 by different teams located in different time zones, ensuring continuous coverage. IT Help Desk is not included in the correct answer as it is not specifically mentioned in the given options.Rate this question:
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- 44.
Which Functions are included in IT Operations Management?
- A.
Network Management and Application Management
- B.
Technical Management and Change Management
- C.
IT Operations Control and Facilities Management
- D.
Facilities Management and Release Management
Correct Answer
C. IT Operations Control and Facilities ManagementExplanation
IT Operations Management encompasses various functions that ensure the smooth operation of IT systems and infrastructure. This includes IT Operations Control, which involves monitoring and controlling the IT environment to detect and resolve issues promptly. Facilities Management is another crucial function, which focuses on managing the physical facilities and resources required for IT operations. This includes ensuring the availability of power, cooling, and physical security. Therefore, the correct answer includes IT Operations Control and Facilities Management as the functions included in IT Operations Management.Rate this question:
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- 45.
Which of the following CANNOT be provided by a tool?
- A.
Knowledge
- B.
Information
- C.
Wisdom
- D.
Data
Correct Answer
C. WisdomExplanation
A tool is typically used to provide knowledge, information, and data. However, wisdom is a higher level of understanding that comes from experience, reflection, and critical thinking. It is not something that can be directly provided by a tool, as it requires human judgment and interpretation. Therefore, wisdom cannot be provided by a tool.Rate this question:
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- 46.
Which of the following areas would technology help to support during the Service Lifecycle? *1. Data mining and workflow *2. Measurement and reporting *3. Release and deployment *4. Process Design
- A.
2, 3 and 4 only
- B.
1, 3 and 4 only
- C.
1, 2 and 3 only
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
Technology would help to support all of the areas mentioned during the Service Lifecycle. Data mining and workflow can be facilitated through technology to analyze and extract valuable insights from large amounts of data. Measurement and reporting can be automated and streamlined using technology to gather and present accurate and timely information. Release and deployment can be managed effectively with the help of technology to ensure smooth and efficient implementation of new services. Process design can also benefit from technology by providing tools and platforms to map, optimize, and automate processes.Rate this question:
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- 47.
Within Service Design, what is the key output handed over to Service Transition?
- A.
Measurement, methods and metrics
- B.
Service Design Package
- C.
Service Portfolio Design
- D.
Process definitions
Correct Answer
B. Service Design PackageExplanation
The key output handed over to Service Transition within Service Design is the Service Design Package. This package contains all the necessary information and documentation required for the successful transition of a service into the live environment. It includes details about the service's design, requirements, capabilities, and any associated processes or procedures. This package serves as a comprehensive guide for the transition team, ensuring that they have all the necessary information to effectively and efficiently implement the service.Rate this question:
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- 48.
What are the three Service Provider business models?
- A.
Internal Service provider, Outsourced 3rd party and Off-shore party
- B.
Internal Service Operations provider, External Service Operations provider, Shared Service Unit
- C.
Internal Service provider, External Service provider, Outsourced 3rd Party
- D.
Internal Service provider, External Service provider, Shared Service Provider
Correct Answer
D. Internal Service provider, External Service provider, Shared Service ProviderExplanation
The three Service Provider business models are Internal Service provider, External Service provider, and Shared Service Provider. Internal Service providers are departments or units within an organization that provide services to other departments or units within the same organization. External Service providers are companies or organizations that provide services to other companies or organizations. Shared Service Providers are units or organizations that provide services to multiple companies or organizations, typically within the same industry or sector.Rate this question:
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- 49.
What is the Service Pipeline?
- A.
All services that are at a conceptual or development stage
- B.
All services except those that have been retired
- C.
All services that are contained within the Service Level Agreement (SLA)
- D.
All complex multi-user services
Correct Answer
A. All services that are at a conceptual or development stageExplanation
The service pipeline refers to all services that are currently in the conceptual or development stage. This means that they have not yet been fully implemented or deployed, but are still being worked on or planned. This includes services that are being designed, tested, or undergoing any other form of development before they are ready to be released to customers or users.Rate this question:
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- 50.
What are the key processes within Service Operation?
- A.
Event Management, Incident Management, Problem Management, Request Fulfilment and Access Management
- B.
Event Management, Incident Management, Request Fulfilment and Access Management
- C.
Incident Management, Problem Management, Service Desk, Request Fulfilment and Event Management
- D.
Incident Management, Service Desk, Request Fulfilment, Access Management and Event Management
Correct Answer
A. Event Management, Incident Management, Problem Management, Request Fulfilment and Access ManagementExplanation
The key processes within Service Operation include Event Management, Incident Management, Problem Management, Request Fulfilment, and Access Management. Event Management involves monitoring and managing events to detect and respond to any deviations or significant occurrences. Incident Management focuses on restoring normal service operation as quickly as possible after an incident. Problem Management aims to identify and address the root causes of incidents to prevent their recurrence. Request Fulfilment handles user requests for services, information, or access. Access Management ensures that authorized users have the right to use a service while preventing unauthorized access.Rate this question:
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Mar 21, 2023Quiz Edited by
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Nov 19, 2012Quiz Created by
Keshu316