Preguntas ITIL PDF

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Which process or function is responsible for monitoring activities and events in the IT infrastructure? Options are : Incident management IT operations management Capacity management Service level management Answer : IT operations management Implementation of ITIL service management requires the pre...

Description

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Options are : •

Incident management

• •

Capacity management

•

Service level management

Answer : IT operations management 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?

Options are : • •

Performance, process, products, problems

•

People, products, perspective, partners

•

People, process, partners, performance

Answer : People, process, products, partners Which of the following options is a hierarchy that is used in knowledge management?

Options are : •

Information - Data - Knowledge - Wisdom

• •

Knowledge - Wisdom - Information - Data

•

Wisdom - Information - Data - Knowledge

Answer : Data - Information - Knowledge - Wisdom At which stage of the lifecycle is value creation a driving principle?

Options are : •

Service design

• •

Service transition

•

Continual service improvement

Answer : Service strategy Which of the following statements BEST describes a definitive media library (DML)?

Options are : •

•

A secure location where definitive hardware spares are held

•

A database that contains definitions of all media CIs

•

A secure library where definitive authorized versions of all software and back-ups are stored and protected

Answer : A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected Which of the following statements MOST correctly identifies the scope of design coordination activities?

Options are : •

Only changes to business critical systems are included

•

Any changes that would benefit the organization are included

• •

Only changes that introduce new services are included

Answer : All changes are mandated to be included Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

Options are : •

Updates to the change schedule

•

Reviews of completed changes

•

Details of failed changes

•

Answer : All of these options Who is responsible for defining metrics for change management?

Options are : •

Change advisory board (CAB)

• •

Continual service improvement manager

•

Service owner

Answer : Change management process owner Which of the following is an enabler of best practice?

Options are : •

Standards

•

Academic research

• •

Internal experience

Answer : Technology Which function or process would provide staff to monitor events in an operation's bridge or network operations center?

Options are : •

Technical management

•

Applications management

• •

Request fulfillment

Answer : IT Operations Management What is the BEST description of a service request?

Options are : •

Anything that the customer wants and is prepared to pay for

•

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

• •

Any request or demand that is entered by a user via a self-help web-based interface

Answer : A request from a user for information, advice or for a standard change What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Options are : •

Project baseline

•

Change baseline

•

Asset baseline

•

Answer : Configuration baseline Which of the following are types of service are NOT defined in ITIL?

Options are : •

Enhancing

• •

Enabling

•

Core

Answer : Special Which of the following statements is CORRECT for every process?

Options are : •

Neither of these

•

Both of these

• •

It defines activities that are executed by a single function

Answer : It delivers its primary results to a customer or stakeholder Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

Options are : •

Public frameworks are always cheaper to adopt

•

•

Proprietary knowledge has been tested in a wide range of environments

•

Public frameworks are prescriptive and tell you exactly what to do

Answer : Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented Which of the following is MOST concerned with the design of new or changed services?

Options are : •

Service strategy

•

Change management

• •

Service transition

Answer : Service design Which of the following are NOT objectives of service level management?

Options are : •

Monitoring, measuring and reporting the actual level of services provided

•

Defining, documenting and agreeing the level of services to be provided

•

Monitoring and improving customer satisfaction

•

Answer : Identifying possible future markets that the service provider could operate in Which one of the following would NOT involve event management?

Options are : •

Monitoring the status of configuration items

•

Intrusion detection

• •

Recording and monitoring environmental conditions in the data centre

Answer : Recording service desk staff absence What BEST describes the purpose of access management?

Options are : •

To detect security events and make sense of them

• •

To prevent problems and resulting Incidents from happening

•

To provide a channel for users to request and receive standard services

Answer : Provides the rights for users to be able to use a service or group of services Which one of the following can help determine the level of impact of a problem?

Options are : •

Standard operating procedures (SOP)

• •

Definitive media library (DML)

•

Statement of requirements (SOR)

Answer : Configuration management system (CMS) What should a service always deliver to customers?

Options are :

•

Infrastructure

•

Resources

• •

Application

Answer : Value Which statement about the service portfolio is TRUE?

Options are : •

The service portfolio includes all services except those managed by third parties

•

It allows the organization unlimited resources when planning for new service deployments

•

•

It is an integral part of the service catalogue

Answer : It represents all resources presently engaged or being released in various stages of the service lifecycle What does NOT need to be defined as part of EVERY process?

Options are : •

Inputs and outputs

•

Metrics

• •

Roles

Answer : Functions Which one of the following is the BEST description of a relationship in service asset and configuration management?

Options are : • •

Describes the topography of the hardware

•

Defines how version numbers should be used in a release

•

Defines which software should be installed on a particular piece of hardware

Answer : Describes how the configuration items (CIs) work together to deliver the services Which one of the following statements about incident reporting and logging is CORRECT?

Options are : •

Incidents reported by technical staff must also be logged as problems

•

•

All calls to the service desk must be logged as incidents

•

Incidents can only be reported by users

Answer : Incidents can be reported by anyone who detects a disruption or potential disruption to normal service What is the two primary elements that create value for customers?

Options are : •

Service requirements and warranty

• •

Customer and user satisfaction

•

Value on Investment (VOI) and Return on Investment (ROI)

Answer : Resources and capabilities Which of the following is the correct definition of an outcome?

Options are : • •

The results specific to the clauses in a service level agreement (SLA)

•

All incidents reported to the service desk

•

All the accumulated knowledge of the service provider

Answer : The result of carrying out an activity, following a process or delivering an IT service What should be documented in an incident model?

Options are : •

Details of the service level agreement (SLA) pertaining to the incident AND Chronological order of steps to resolve the incident

• •

Details of the service level agreement (SLA) pertaining to the incident

•

None of these choices

Answer : Chronological order of steps to resolve the incident What are the Four P's of effective IT service?

Options are : •

People, products, plans, partners

• •

People, process, partners, performance

•

Performance, process, products, plans

Answer : People, process, products, partners Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Options are : • •

The facilities management function

•

Customers

•

Internal departments

Answer : Suppliers, manufacturers and vendors What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Options are : • •

To proactively prevent all outages to IT services

•

To design and build processes that will meet business needs

•

To decide how IT will engage with suppliers during the service lifecycle

Answer : To deliver and manage IT services at agreed levels to business users and customers In which core ITIL publication can you find detailed descriptions of service catalog management, information security management, and supplier management?

Options are : • •

Service strategy

•

Service transition

•

Service operation

Answer : Service design Which of the following is the best definition of service management?

Options are : •

•

An internationally recognized methodology to provide valuable services to customers

•

The ability to keep services highly available to meet the business needs

•

A complete set of all the documentation required to deliver world class services to customers

Answer : A set of specialized organizational capabilities for providing value to customers in the form of services What is a service delivered between two business units in the same organization known as?

Options are :

• •

Delivered service

•

External service

•

Strategic service

Answer : Internal service What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options are : •

Critical success factors (CSFs), key performance indicators (KPIs), activities

• •

Return on investment (ROI), value on investment (VOI)1 quality

•

Strategic, tactical and operational

Answer : Technology, process and service Service transition contains detailed descriptions of which processes?

Options are : •

Service level management, service portfolio management, service asset and configuration management

•

•

Service asset and configuration management, release and deployment management, request fulfillment

•

Change management, capacity management event management, service request management

Answer : Change management, service asset and configuration management, release and deployment management Which process would maintain policies, standards and models for service transition activities and processes?

Options are :

•

Capacity management

• •

Change management

•

Release management

Answer : Service transition planning and support Which of the following can include steps that will help to resolve an incident?

Options are : •

Neither of these options

•

Known error record

•

Incident model

•

Answer : Both of these options Which of the following CANNOT be provided by a tool?

Options are : •

Knowledge

•

Data

•

Information

•

Answer : Wisdom What should a service always deliver to customers?

Options are : • •

Resources

•

Application

•

Infrastructure

Answer : Value Availability management is directly responsible for the availability of which of the following?

Options are : •

IT services and business processes

•

IT services, components and business processes

• •

Components and business processes

Answer : IT services and components Where should details of a workaround be documented?

Options are : •

Availability management information system

• •

IT service continuity plan

•

Service level agreement (SLA)

Answer : Problem record Which of the following is NOT an objective of service transition?

Options are : •

To provide quality knowledge and information about services and service assets

•

To ensure that a service can be operated, managed and supported

•

To plan and manage the capacity and resource requirements to manage a release

•

Answer : To provide training and certification in project management The effective management of risk requires specific types of action. Which of the following actions would be BEST to manage risk?

Options are :

•

Control of exposure to risk and investment of capital

•

Training in risk management for all staff and identification of risks

• •

Training of all staff and investment of capital

Answer : Identification of risk, analysis and management of the exposure to risk Which of the following is NOT a service desk organizational structures are described in service operation?

Options are : •

Local Service Desk

•

Virtual Service Desk

• •

Follow the Sun

Answer : IT Help Desk Which of the following is NOT a valid objective of problem management?

Options are : •

To manage problems throughout their lifecycle

•

To eliminate recurring incidents

• •

To prevent problems and their resultant Incidents

Answer : To restore service to a user Which of the following is the correct definition of an outcome?

Options are : • •

All the accumulated knowledge of the service provider

•

All incidents reported to the service desk

•

The results specific to the clauses in a service level agreement (SLA)

Answer : The result of carrying out an activity, following a process or delivering an IT service What should be documented in an incident model?

Options are : •

Details of the service level agreement (SLA) pertaining to the incident

•

Details of the service level agreement (SLA) pertaining to the incident AND Chronological order of steps to resolve the incident

• •

None of these choices

Answer : Chronological order of steps to resolve the incident Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Options are : •

IT service continuity management

• •

Service catalog management

•

Service level management

Answer : Supplier management What are the categories of event described in the ITIL Service Operation book?

Options are : •

Informational, scheduled, normal

•

Scheduled, unscheduled, emergency

• •

Warning, reactive, proactive

Answer : Informational, warning, exception Which Functions are included in IT Operations Management?

Options are : •

Facilities management and Release management

• •

Network management and Application management

•

Technical management and Change management

Answer : IT Operations control and Facilities management When can a known error record be raised or elevated?

Options are : •

At any time it would be useful to do so

•

After a workaround has been found

• •

Neither of these options

Answer : Both of these options Which process will regularly analyze incident data to identify discernible trends?

Options are : •

Event management

• •

Service level management

•

Change Management

Answer : Problem management Which of these recommendations is best practice for service level management?

Options are : • •

Include legal terminology in service level agreements (SLAs)

•

It is NOT necessary to be able to measure all the targets in an SLA

•

Both of these

Answer : Neither of these Which one of the following is the purpose of service level management?

Options are : • •

To carry out the service operations activities needed to support current IT services

•

To create and populate a service catalo...