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NEW QUESTION 1
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
- A. People, process, partners, performance
- B. Performance, process, products, problems
- C. People, process, products, partners
- D. People, products, perspective, partners
Answer: C
NEW QUESTION 2
Which process 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
Answer: B
NEW QUESTION 3
Which of the following is the BEST definition of an Incident?
- A. A warning that a threshold has been reached, something has changed, or a failure has occurred
- B. An unplanned interruption to an IT service or reduction in the quality of an IT service
- C. A change of state which has significance for the management of a Configuration Item or IT Service
- D. Loss of ability to operate to specification, or to deliver the required output
Answer: B
NEW QUESTION 4
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
- A. Service Level Management
- B. Change Management
- C. Incident Management
- D. Service Asset and Configuration Management
Answer: D
NEW QUESTION 5
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
Answer: C
NEW QUESTION 6
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
- A. Technology, Customer, User
- B. Corporate, Customer, Service
- C. Corporate, Customer, Technology
- D. Service, User, IT
Answer: B
NEW QUESTION 7
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
- A. Training in risk management for all staff and identification of risks
- B. Identification of risk, analysis and management of the exposure to risk
- C. Control of exposure to risk and investment of capital
- D. Training of all staff and investment of capital
Answer: B
NEW QUESTION 8
Which of the following activities is be performed by access management?
- A. Providing physical security for staff data centers and other buildings
- B. Managing access to computer rooms and other secure locations
- C. Managing access to the service desk
- D. Managing the rights to use a service or group of services
Answer: D
NEW QUESTION 9
In which of the following areas would ITIL complementary guidance provide assistance?
1: Adapting best practice for specific industry sectors
2: Integrating ITIL with other operating models
- A. Both of the above
- B. Neither of the above
- C. Option 1 only
- D. Option 2 only
Answer: A
NEW QUESTION 10
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
- A. Only manage Incidents effectively through 1st and 2nd line
- B. Only manage Incidents effectively through the 1st line
- C. Only manage Incidents effectively at the 3rd line
- D. Manage Incidents effectively through 1st, 2nd and 3rd line
Answer: D
NEW QUESTION 11
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
- A. The Service Level Manager
- B. The Configuration Manager
- C. The Change Manager
- D. The Information Security Manager
Answer: D
NEW QUESTION 12
Which statement should NOT be part of the value proposition for Service Design?
- A. Reduced total cost of ownership
- B. Improved quality of service
- C. Improved Service alignment with business goals
- D. Better balance of technical skills to support live services
Answer: D
NEW QUESTION 13
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
- A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
- B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
- C. Produce and maintain all necessary Service Transition packages
- D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: C
NEW QUESTION 14
Which one of the following is the BEST description of 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 which can be approved by the change manager without a change advisory board (CAB) meeting
Answer: A
Explanation:
Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.
NEW QUESTION 15
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
- A. Internal
- B. External
- C. Service desk
- D. Shared services unit
Answer: C
NEW QUESTION 16
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
- A. Service level management
- B. Change management
- C. Incident management
- D. Service asset and configuration management
Answer: D
NEW QUESTION 17
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
- A. Excessive focus on quality
- B. Excessively reactive
- C. Excessively proactive
- D. Excessive focus on cost
Answer: D
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