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Itildifficultquestions 140503132929 Phpapp02
Itildifficultquestions 140503132929 Phpapp02
B. Testing a release
2.Which of the following will complete the Four P's of Service Design?
1. Perspectives
2. Positioning
3. Plan
4. ???
A. People
B. Product
C. Patterns
D. Partners
3.Which ITIL process manager requires a report specifying the duration of an interruption of a
Configuration Item?
A. Availability Manager
B. Incident Manager
C. Problem Manager
D. Co-Sourcing
6.What aspects would you not expect to see in a Service Level report designed for the customer?
B. The level of availability realized and the time not available per period
7.Of which ITIL process are Reliability, Serviceability and Maintainability components?
C. Problem Management
D. Availability Management
8.The Design Manager Is responsible for the overall coordination and deployment of quality
solution designs for services and processes. Which of the following are NOT responsibilities
included In this role?
B. 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
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and
the service designs that are produced
D. Measuring the effectiveness and efficiency of the Service Design and supporting processes
9. Which of the following Roles is responsible for identifying opportunities for improvement?
1. Service Owner
3. Process Owner
a) 1 and 2 only
b) 1 and 3 only
d) 2 and 3 only
1. Service Transition provides guidance on moving new and changed services into production
3. Service Transition provides guidance on the transfer of services to or from an external service
provider
a) 1 and 2 only
b) 1 only
c) All of the above
d) 1 and 3 only
12.Which of the following is the CORRECT description of the Four P’s of Service Design?
d) The four major areas that need to be considered in the design of effective Service Management
13.Which of the following would NOT be stored in the Definitive Media Library (DML)?
c) Software licenses
b) There will be no failures in applications and infrastructure associated with the service
c) All service-related problems are fixed free of charge for a certain period of time
d) Customers are assured of certain levels of availability, capacity, continuity and security
a) 3 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
16.Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI)
using the RACI model?
a) Facilitates clear communication and workflow practice across all parties involved in the CSI
program
b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be
overlapping and confusing
c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI
d) Provides a clear focus for matching the CSI processes to financial planning
17.Which of the following is the most appropriate approach to carrying out Service Operations?
a) The internal IT view is most important as Service Operations has to monitor and manage the
infrastructure
b) Service Operations should maintain a balance between an internal IT view and an external
business view
c) The external business view is most important as Service Operations is the place where value is
realized and the customer obtains the benefit of the services
d) IT Operations does not take an internal or external view as they execute processes defined by
Service Design
a) Recommending improvements
d) To ensure that service availability matches or exceeds the agreed needs of the business.
20.When analyzing an outcome for creation of value for customers, what attributes of the service
should be considered?
b) The path to Service Delivery and Service Support for efficient and effective utilization of resources
d) The business perspective as perceived by the customer and the user of services
Answers:-->
1.c,2.c,3.a,4.a,5.c,6.a,7.d,8.b,9.c,10.c,11.c,12.d,13.b,14.d,15.a,16.d,17.b,18.a,19.d,20.b,21.b
22.Which of the following statements BEST describes the role of the Service Desk as
the single point of contact?
a. All requests, such as incidents, Service Requests and Service Level Requirements
form users and customers must pass through the Service Desk.
b. To provide a single point of contact to the users, an organization can only have
one centralized Service Desk.
c. As a user I have one single point of contact for all incidents and Service Requests
but other users in the organization may have other point of contact.
d. The Service Desk is on offer for the users in an organization. But they are of
course allowed to contact anybody within the IT organization with their incidents
and Service Requests.
24. Which of the following are goals and objectives for the Service Level Management
process?
1. To provide and improve the relationship and communication with the business
and customers.
2. To produce and maintain an appropriate and up-to-date Capacity Plan which
reflects the current and future needs of the business.
3. To ensure that proactive measures to improve the levels of service delivered and
implemented.
4. To support efficient and effective business and Service Management processes by
providing accurate information about assets.
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above
25. Which of the following goals are the primary goals for Service Operations?
1. To allow for changes and improvement.
2. To design processes for the operation of IT services.
3. To achieve effectiveness and efficiency in the delivery and support of services.
4. To maintain stability.
a. 3 only
b. 3 and 4 only
c. 1, 3 and 4 only
d. All the above
26. Consider the following types of technological support of Service Management and
27. Which of the following roles may be involved in the Continual Service Improvement
process?
1. The Continual Service Improvement Manager
2. The customer
3. The Service Manager
4. The Process Owners
a. 1 only
b. 1 and 3 only
c. 1, 3 and 4 only
d. All of the above
28. Which of the following questions is NOT one of the 7 Rs that must be answered for
29. The BEST way to define the services in the Service Portfolio is to base the definitions
on:
a. The resources needed to deliver the service.
b. The business outcome of the service.
c. The capabilities needed to deliver the service.
d. The composition of the service.
30. Which of the following statements is the CORRECT description of the ‘Act’ stage in
31. Which of the following questions helps identifying what a customer values?
1. Who is our customer?
2. Who depends on our services?
3. How does the customer use our services?
4. What do we provide?
a. 1 only
b. 1 and 3 only
c. 1, 2 and 3 only
d. All of the above
33. Which of the following statements are CORRECT regarding the RACI authority
matrix?
1. The ‘R’ in RACI stands for ‘Responsible’.
2. The RACI chart shows the activities down the left-hand side and the functional
roles across the top.
3. More than one person can be accountable for each task.
4. The ‘I’ in RACI stands for ‘Initiator’.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
35. Which of the following statements are CORRECT about Service Asset and
Configuration Management?
1. Configuration Management delivers a logical model of the services, assets and
the infrastructure.
2. Information about each Configuration items is recorded in a configuration
record in the Configuration Management System.
3. The Service Knowledge Management System includes the Configuration
Management System and databases as well as other tools and databases.
4. Status Accounting and Reporting is an activity in the Service Asset and
Configuration Management Process.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
37. Which of the following benefits is NOT primarily the result of good Service Design
practises?
a. Reduced total costs of ownership.
b. More effective Service Management processes.
c. Increased success rate of changes and releases for the business.
d. Improve quality and consistency of service.
38. Which of the following is the CORRECT order of the activities in the 7-Step
Improvement Process (first activity first)?
a. 1- Define what you should measure. 2- Define what you can measure. 3-Gather
data. 4- Process data. 5- Analyse data. 6- Present information. 7-Implement
corrective action.
b. 1- Define what you can measure. 2- Define what you should measure. 3- Gather
data. 4- Analyse data. 5- Process data. 6- Present information. 7- implement
corrective action.
c. 1- Define what you should measure. 2- Define what you can measure. 3-Gather
data. 4- Analyse data. 5- Process data. 6- Present information. 7- Implement
corrective action.
d. 1- Define what you can measure. 2- Define what you should measure. 3- Gather
data. 4- Process data.
40. To answer the question: ‘Where do we want to be?’ In the Continual Service
Improvement model, we need to know:
1. The vision of the organization
2. The mission of the business
3. The current baseline
4. The metrics
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
41. Which of the following statements are CORRECT about utility and warranty?
1. Utility can be described as what the customer gets.
2. Warranty can be defined as ‘fitness for use’.
3. Utility increases the average performance.
4. Warranty reduces the variation in performance
a. 1 only
b. 1 and 2 only
c. 1, 2, and 3 only
d. All of the above
42. The Service Portfolio is the single integrated source of information on the status,
interfaces and dependencies of each service used by activities within the following
stages in the Service Lifecycle:
1. Service Strategy
2. Service Transition
3. Service Design
4. Service Operation
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above.
43. Which of the following statements BEST describes the goals of Supplier
Management?
1. To ensure that underpinning contracts and agreements with suppliers are aligned
to business needs and managed though their lifecycle.
2. To manage relationships with suppliers.
3. To ensure that the information security risks are appropriately managed and
enterprise information resources are used responsibly.
4. To maintain a supplier policy and a supporting Supplier and Contract Database.
a. 1 only
b. 1 and 2 only
c. 1, 2 and 3 only
d. All of the above
22.c,23.c,24.b,25.c,26.c,27.d,28.d,29.b,30.c,31.c,32.d,33.b,34.d,35.d,36.d,37.c,38.a,39.d,40.c,41
.d,42.d,43.c