Name _____________________ ___/17

ITIL SMALL TEST 4

1. Many organization measure Availability of service based on Mean time between failures
MTBF, Mean time to restore service MTRS or User outage minutes, Number of lost
transaction, Lost business value, User Satisfaction. Older services were often designed with
very _____MTBF, more recently there has been a shift towards optimizing service design
with very _____MTRS.
A. High - Low
B. Low - High
C. High - High
D. Low – Low

2. Documenting the business requirement for the supporting service to enable the desired
improvements is one of the key activities associated with Business Analysis. Business
Requirement can be ________ (non-functional) captured as inputs from key stakeholders or
_______ (functional) which have been defined by the customer and are unique to a specific
product.
A. Utility focused – Warranty focused
B. Warranty focused – Utility focused
C. High level – General
D. Direct – Indirect

3. What is NOT CORRECT about Capacity & Performance Management?

A. Service Capacity and Performance management practices consider the
performance related to a number of service actions performed within the given
timeframe and the time required or taken to complete the service actions at the load
(various levels of demand).
B. Service capacity is the result of the various different capacities at different levels.
That is, capacity of the various components configured to create a service.
C. Capacity & Performance Management includes Capacity & Performance Analysis
and Capacity & Performance Planning.
 D. An universal metrics for Capacity & Performance can be applied regardless of the
technology or business nature of the service or Cis.

4. Change refers to the add, move, modify, improve, remove etc., the features, functionalities
of a services & service components. There’re 3 type of Change: Standard Change, Normal
change and Emergency Change.
 Standard Changes are pre-approved changes that are considered relatively low risk,
are performed frequently, and follow a documented (and Change Management
approved) process. For example: _____________.
 Normal Changes are the changes that have significant impact to business and needs
to be scheduled, assessed, authorized following a process: They are raised as Request
for Change (RFC), reviewed by CAB, and approved or rejected by the Change
Manager. For example: Upgrading NY RAC to Oracle 12c.
 Emergency changes are the changes that are raised during the emergency
scenarios. For example: Incidents resolution.
A. Migration from one datacenter to another
B. Rebooting server
C. Resetting a password of a user system
D. Fixing security breach, server outage

5. Which is NOT usually included as part of “Incident Management”?

A. Incident are prioritized based on agreed classification to ensure that incidents
with the highest business impact are resolved first.
B. Detailed procedures for how to diagnose, investigate and resolve incidents.
C. Information about Incidents should be stored and updated timely in record tool
which can provide automated matching to related incidents, changes, CIs,
problem, known errors, and other knowledge to enable quick diagnosis and
recovery.
D. There should be a formal process for logging and managing incidents, scripts for
collecting info from user during initial contact which may lead directly to incident
diagnosis & resolution.

6. Which practice typically includes the following activities?

 Define, Populate, Maintain the asset register and storage facilities;
 Control asset life cycle
  Record all changes to asset;
 Provide current & historical data, report;
 Support other practices about IT asset;
 Audit asset, related media, conformity;
 Drive corrective & preventive improvement to deal with detected issue.
A. IT Asset Management
B. Client Asset Management
C. Cloud-based Asset Management
D. Hardware & Software Asset Management

7. “Event”, refers to the change of state that will have significant impact to the management
of an IT service or service component. All the incidents are events, but not all the events
are incidents. Similarly, all the alerts are triggered by events, but not all events generate
alerts. Events are of three types; informational, warning and exceptional event. Which of
the following example is NOT CORRECT for Warning Event?
A. Storage utilization reached 80%.
B. Standard transaction taking 15% longer to complete than normal.
C. A segment of the network is not responding to routine requests.
D. The collision rate on a network has increased by 15% over the past hour.

8. Which of the following statements BEST define Workaround?

A. A cause or potential cause of one or more incidents.
B. A problem that has beeen analysed but has not been resolved.
C. A permanent resolution which may result in a change request for implementation
of a solution.
D. A solution that reduce or eliminate the impact of an incident or problem for
which a full resolution is not yet available.

9. Which of the following statement is NOT CORRECT about Release?

A. A specific version of a service or a configuration item or collection of
configuration items which are made available to use.
B. A release will specify the exact combination of new and changed components to
be made available and the timing for their release.
 C. A release would comprise of various different infrastructure and application
components which should work together to deliver a services or service
functionality.
D. A release may include processes, tools, documents, training, any other
component developed internally and supplied by the supplier or partner.

10. The service catalogue should provide tailored views and different levels of detail to
different stakeholders. Examples of views include:
 The user views which provide the information of service offerings that can be
requested by user, and the details of provisioning.
 The _______________ which would provide the details of service level, financial, and
the detail of service performance, which would help customer to choose the specific
service offering
 The IT to IT customer views which provides the technical, security, and process
information for use in service delivery.
A. Customer View
B. Supplier View
C. Partner View
D. Technical View

11. Configuration management provides information on the Configuration Items that contribute
to each service and their relationships: how they interact, relate, and depend on each other
to create value. This includes info about dependencies between services. This high-level view
is often called a service map or service model, and forms part of the service _____________.
A. Portfolio
B. Architecture
C. Version
D. Catalogue

12. Service continuity management provides framework for building organizational resilience
with the capability of producing an effective response to _________, a sudden unplanned
event that cause great damage or serious loss such as cyber attack, public crisis, terrorism,
supply chain failure, etc. Less significant events will be dealt as part of incident management.
The distinction between _________, major incidents and incidents needs to be pre-defined,
 agreed, and documented with clear threshold and triggers for calling the next tier of response
and recovery into action without unnecessary delay and risk.
A. Mistake
B. Problem
C. Disaster
D. Risk

13. Service design practice should ensure the customer’s journey from Demand through Value
Realization is as pleasant and frictionless as it can be, and deliver the best customer outcome
possible. This is achieved by focusing on _________ & _________.
A. Service Utility & Warranty
B. Cost & Risk
C. Output & Outcome
D. Customer Experience & User Experience

14. Which practice provides a single point of contact for the service provider with all of its users?
A. Incident Management
B. Business Analysis
C. Change Control
D. Service Desk

15. Which statement is NOT CORRECT about Service Level Agreement (SLA)?
A. SLA is a documented agreement between a service provider and a customer that
identifies both services required and the expected level of service.
B. SLA have to be established by understanding the nature of the business context,
business dynamics, technology environment, what makes the business successful,
insights obtained while engaging and listening to the customer’s feedback, issues,
concerns, etc.
C. SLA should be based on only single-system-based metrics such as system
availability or incident resolution times or volume metrics or percentage of uptime,
etc.
D. SLA should establish performance measurement metrics which are a truthful
reflection of the customer’s actual experience & level of satisfaction with the whole
service and complement and align towards a common objective.
16. Which following statement is CORRECT about Service Request Management?
A. Service Requests are a normal part of service delivery and a failure or degradation of
service, which are handled as incidents.
B. Since service requests are pre-define and pre-agreed as a normal part of service
delivery, they can usually be formalized with a clear, standard procedure for initiation,
approval, fulfillment and management.
C. Simple workflow like request for information, request for providing access to a folder,
etc. is not Service Request.
D. Service Request Management is dependent upon on well-designed process and
procedure which are operationalized through tracking & automation tools so that
different types of service request will have the same fulfillment workflow models.

17. How does Service Validation & Testing contribute to “Improve” of Service Value System?

A. Metrics such as escaped defects, test coverage, service performance against SLAs is
defined to lower risk and enhance CX.
B. Known errors are captured and shared with the service desk and incident
management practices to enable faster service restoration timeframes.
C. Info of service disruption are fed back into service validation & testing to increase the
effectiveness & coverage of acceptance criteria and testing activities.
D. Service validation and testing activities are closely linked to all practices.