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Question:
Response:
ITIL can help organisations gain value from their investment in service management
ITIL offers a common language which allows organisations to work together more effectively
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Question:
Response:
Never
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Question:
Which of these statements about business relationship management (BRM) is most correct?
Response:
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Question:
Which of the following best describes how services deliver value to customers?
Response:
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Question:
A significant, unresolved problem is likely to cause major business disruption. Where is this
MOST LIKELY to be escalated to?
Response:
Change management
Incident management
Availability management
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Question:
Which of the following is a process owner responsible for?
Response:
Ensuring that targets specified in a Service Level Agreement (SLA) are met
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Question:
What is the correct sequence for the following activities within the normal change process?
Response:
1, 3, 2, 5, 4
2, 1, 3, 5, 4
1, 3, 5, 4, 2
1, 2, 3, 4, 5
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Question:
Which of the following statements correctly describe how service transition adds value to the
business?
1. Improving the ability to adapt quickly to new requirements and market developments thus providing a
competitive edge
2. Improving the success rate of change and release implementations
3. Increasing confidence in the degree of compliance to business and governance requirements during
implementations
Response:
2 only
2 and 3 only
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Question:
The risk management approach consists of three stages. Which of these is not a stage identified
in the ITIL guidance?
Response:
Analyze risks
Identify risks
Calibrate risks
Manage risks
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Question:
An effective request fulfilment process can contribute to a reduction in workload for which two
ITIL processes?
Response:
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Question:
1. Strategic
2. Operational
3. Trusted
4. Commodity
Response:
1 and 2 only
1, 2, and 4
2, 3, and 4
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Question:
Which of the following statements most accurately describes the overall goal of information
security management?
Response:
To protect the interests of customers and users by protecting systems from harm caused by failure of availability,
confidentiality or integrity
To align IT security with business security requirements and to ensure that information security is effectively
managed in all service management activities
To produce and maintain an overall information security policy that defines the organisation’s stance and attitude
on all security matters
To develop an effective information security management system that supports the business objectives and
information security policies
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Question:
Availability is calculated using the formula AST-DT/AST × 100. What do the terms AST and DT
refer to?
Response:
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Question:
Plan, Do, Check, Act are the four stages of which quality improvement approach?
Response:
CSI approach
Deming cycle
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Question:
A user calls the service desk to report that following the installation of a new version of the PC
operating system their PC is running slowly. After logging the call, what action should the service
desk take?
Response:
Refer it to capacity management because it could be evidence of a performance problem
Refer it to the change manager because it may be that the change was not implemented correctly
Refer it to the service level manager as it may cause a breach to the SLA
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Question:
Which of these recommendations are best practice for service level agreements?
Response:
1 and 2
2 and 3
3 and 4
1 and 4
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Question:
A change request could be described as a formal proposal for a change to be made. Which of the
following could be considered as change requests?
Response:
1 only
3 and 2 only
1, 2 and 3 only
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Question:
Which of the following is an alternative term used to describe a form of SLA Monitoring (SLAM)
chart?
Response:
RAG
RACI
ITAMM
SMO
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Question:
Response:
1 only
2 and 3 only
1, 2 and 4 only
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Question:
Response:
Designing effective and efficient processes to manage services throughout their lifecycle
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Question:
1. Introduction
2. Methods and assumptions
3. Business impacts
4. Risks and contingencies
5. Recommendations
Response:
1, 2, 3, 4, and 5
2, 3, 4, and 5
1, 2, 3, and 4
1, 3, and 5
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Question:
The ITIL Continual Service Improvement publication provides guidance in four main areas. Which
of these is not one of the four areas?
Response:
Continual alignment of the IT services with the current and future needs of the business
The maturity and capability of the organization, management, processes, and people utilized by the
Continual improvement of all aspects of the IT service and the service assets that support them
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Question:
Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE?
Response:
ITSCM defines the service that can be provided in the event of a major disruption. The business ca
it will use the service.
ITSCM and Business Continuity Management (BCM) have no impact on each other.
BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM
for delivering this level of service.
It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.
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Question:
Which person or group is responsible for agreeing service targets with the service provider?
Response:
The user
The customer
The supplier
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Question:
Response:
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Question:
What is this? “The result of carrying out an activity, following a process, or delivering an IT
service.”
Response:
A procedure
A work instruction
An outcome
An input
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Question:
Response:
Asset information
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Question:
Response:
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Question:
Response:
It is driven by patterns of business activity
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Question:
Which is the CORRECT set of steps in the Continual Service Improvement (CSI) approach?
Response:
Devise a strategy; Design the solution; Transition into production; Operate the solution; Continuall
‘Where do we want to be?’; ‘How do we get there?’; ‘Who plans the improvement?’; ‘How do we
arrived?’; ‘How do we keep the momentum going?’
Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; C
been properly implemented; Improve the solution
‘What is the vision?’; ‘Where are we now?’; ‘Where do we want to be?’; ‘How do we get there?’; ‘
there?’; ‘How do we keep the momentum going?’
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Question:
Which of the following would NOT normally be a trigger for the access management process?
Response:
A problem
A service request
An RFC
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Question:
Which of these statements represent acceptable criteria for defining a standard change?
Response:
1, 3, and 5
1, 2, and 4
2, 3, and 4
1, 2, 3, 4, and 5
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Question:
Response:
The service desk being a focal point for users and customers
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Question:
Within service transition which process will be most involved with early life support (ELS)?
Response:
Change management
Knowledge management
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Question:
Which process helps to ensure that new or changed services are established in supported
environments within the predicted cost, quality and time estimates?
Response:
Capacity management
Change management
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Question:
IT service continuity management carries out a BIA in conjunction with the business. What does
BIA stand for?
Response:
Business integrity appraisal
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Question:
Response:
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Question:
Response:
Response:
To ensure that service availability matches or exceeds the agreed needs of the business
To ensure that business continuity plans are aligned to the business objectives
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Question:
Learning and Improvement is the PRIMARY concern of which of the following phases of the
Service Lifecycle?
Response:
Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Imp