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Simulado 12
Simulado 12
Which of the following is a Service Desk activity? A. to function as the first point of customer contact A. to investigate the cause of disruptions for the customer B. to trace the cause of incidents B is wrong: That is done by Problem Management C is wrong: ITIL only defines the (root) cause of Problems
What is the role of ITIL within IT Service Management? A. to provide an approach based on the best examples taken from practice B. to serve as the international standard for IT Service Management C. to serve as the standard model for IT service provision D. to serve as a theoretical framework for process design B is wrong: ITIL is (not yet) an international standard. The OCG has applied for that status, but that will take many more years to establish C is wrong: ITIL is not a standard model. It gives many degrees of freedom, because it provides alternatives. To implement one has to make choices. D is wrong: ITIL is surely not theoretical. The books are based on real world experiences.
The network managers have excessive workloads and have no time to proactively manage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. Which ITIL process would improve this situation? A. B. C. D. Change Management Configuration Management Incident Management Problem Management
One of the big advantages of Incident Management is that specialists (2nd line support) can work more efficient because hallway high jacking is reduced / prevented.
Which task is a Problem Management responsibility? A. to co-ordinate all modifications to the IT infrastructure B. to record incidents for later study C. to approve all modifications made to the Known Error database D. to identify user needs and modify the IT infrastructure based on such needs A is wrong: That is a Change Management responsibility B is wrong: That is done by Incident Management D is wrong: The User (read: Customer) needs are identified by Service Level Management. And SLM will initiate plans to modify the IT Infrastructure.
The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission? A. B. C. D. Change Management Configuration Management Incident Management Service Level Management
This is an exercise in responsibilities. Although Configuration Management is responsible to actually make the modifications to the
Which concept is part of Change Management? A. B. C. D. Post Implementation Review Emergency Release Service Request Work-around
The PIR is a very important activity in Change Management. B is wrong: Emergency Releases are a concept of Release Management and are dealt with within Change Management by means of an Emergency Change. C is wrong: SR are handled by the Service Desk D is wrong: Work-around is used by Incident and Problem Management before A Change can be formulated.
A new-networked computer is installed to replace an existing PC. The old PC is installed as a print server for the local area network. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. B. C. D. Change Management Configuration Management Problem Management Release Management
The only process that is allowed to register modifications in the CMDB is Configuration Management. Registering = physically change the CMDB.
Because of its increased dependency on information systems, a national realty firm decides that there must be assurances for the provision of IT services following an interruption to the service. Which process should be implemented to provide this assurance? A. B. C. D. Availability Management IT Service Continuity Management Service Level Management Service Management
An interruption to the service and assurance for the provision are pointing to continuity issues within ITIL. A is wrong: Availability is the process that tries to prevent interruption of the service for specific areas. Continuity is broader, any interruption is dealt with and therefore is more an assurance then Availability Management. C is wrong: SLM is the process that arranges everything but itself does not provides this assurance. D is wrong: Technically D is also a correct answer. But one has to choose B here because Service Management is a too broad definition in this context.
Data provided for the financial administration of XYZ must only be accessible to authorized users. Security Management takes steps to ensure this. By taking these steps, which aspect of data can be ensured? A. B. C. D. Availability Integrity Stability Confidentiality
The question is: reported that is not the same as which process will solve the problem. Events that are causing or could cause a reduced quality of the service are reported to Incident Management.
12 For which purpose does Service Level Management use data from the
Service Desk's incident registration? A. to draw up Service Level Agreements (SLAs) B. to report on the number and nature of incidents that occurred during a specific period C. to determine the availability of an IT service using the number of resolved incidents D. to analyze, together with other data, in order to determine if the agreed service level is being provided A is wrong: The SLAs have to be drawn up first before Incidents can be linked. B is wrong: That is an Incident Management responsibility. SLM only reports about incidents related to SLA C is wrong: That is a responsibility of Availability Management, one can not calculate the availability using the number of resolved incidents.
One of the activities of Capacity management is Demand Management. This is gathering and managing the current and future requirements for capacity.
Financial Management consists of Accounting, Budgeting, Costing [ABC] Two elements of Costing are Pricing and Charging. In ITIL Financial Management is focused on the IT Services and does not cover the Procuring part of Asset Management
when using a specific application. This causes the connection with the network to be broken.
Problem Management is responsible for tracing (=analysing) the (root) cause of Problems. A is wrong: This is not the most right answer. If it was the only one in the list that would make sense, one could make a case for choosing this one. The Availability is obvious impacted and therefore AM could initiate actions to improve the Availability and therefore commission PM. B is wrong: Incident Management will try to solve the symptoms but not trace the (root) cause. D is wrong: No relevance with the question
ITIL identifies two escalation forms: Hierarchical (to Incident Manager) and Functional (to 2nd and 3rd line support)
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A. B. C. D.
Which of the following best describes a Problem? one or more Known Errors a known cause of one or more disruptions the unknown cause of one or more incidents a Known Error with one or more incidents
A is wrong: That is the description of a Knowledge Base B is wrong: That is the description of a Known Error D is wrong: That is the description of a Known Error Tip: Sometimes the exam will call disruptions a problem and the ITIL term a Problem (note the lowercase versus the uppercase) Same with Error The ITIL Known Error and error an error situation. BUT: please dont assume this is consistent!!!!
ITIL Capacity Management defines Performance Management (making sure that the available resources are performing optimal) and Resource Management (Knowing what resources are available and what the future technological developments are)
Within an IT organization, support groups are generally categorized by levels. Select the answer that correctly categorizes the support groups mentioned above. A. 0-line first-line second-line B. first-line second-line third-line fourth-line C. first-line second-line third-line Service Desk both Solution Teams Specialists Service Desk PC Solution Team Network Solution Team Specialists Service Desk both Solutions Teams Specialists
A is wrong: ITIL does not recognizes a 0-line support. If there would be one it probably would be defines as the Self Service option. B is wrong: Why should there be a difference between the PC and the Network Solution teams?
25 The management of ABC Inc. has insisted that each request for a new
workstation installation be handled with optimum efficiency and effectiveness. Which ITIL process is designed to achieve this desired outcome? A. B. C. D. Change Management Customer Liaison Problem Management Service Level Management
This a bit of a trick question! People sometimes consider Change Management to be a process that reduces the efficiency and effectiveness of simple changes like IMAC. BUT: A good Change Management process would still provide benefits by controlling the Changes, how small they might be. Consider: not all Changes will go through the CAB steps. There could be pre-authorized Changes defined (impact very low and known, all implications identified) and typically the Change Manager (or the Change Coordinator) would very efficient and effective deal with those Changes.
In ITIL we have three types of contracts: Customer SLA- IT Organisation IT Organization OLA- Other internal (IT or non-IT) Organisation IT Organization UC- external organization
A is wrong: That would be the Business Transformation or Transition Plan, Services Quality Improvement or Implementation Plan. B is wrong: That would be a plan to define criteria and measurements. D is wrong: That would be a Business Assessment.
A is wrong: There is not such a thing as a Configuration Advisory Board. B is wrong: That is a responsibility of RM using the DSL. C is wrong: It is a responsibility of RM to manage these actions.
This is somewhat a trick question. If it was an open question, the answer would be Change Management. But, because that one is not in the list we will have to find the next best answer. A is wrong: In ITIL Foundations Application Management is not defined as one of the ITIL processes. B is wrong: It is not one of the key responsibilities of IM, to be involved with improving the Infrastructure by implementing Changes. D is wrong: Although they will most likely be involved with a PIR, to evaluate the efficiency of the Change they are not really involved with the details of what we wanted to achieve with the change Problem Management is responsible for detailed knowledge about the infrastructure and submits Requests for Change [RfC] to eliminate errors and improve the quality of the infrastructure. Although Change Management will initiate the PIR and will evaluate the efficiency of the change, PM will evaluate the Change on its effectiveness.
B is wrong: Not relevant C is wrong: Continuity Management deals with disasters only. Failures are relative short disturbances in the service or the quality of the service. D is wrong: Although SLM defines levels of Service, which amongst others can be levels of availability. In the SLA there is no mention of MTBF as such.
A is wrong: Although Capacity Management arranges for increased bandwidth, it is not the process that is responsible for approving the implementation of that change. C is wrong: Not relevant D is wrong: Not relevant