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What are types of changes are usualy included within the scope of change mgment?
- -Changes to a mainframe computer
- -Changes to a SLA
- -The retirement of a service
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What are the purposes of service operation?
- -To deliver and manage IT services
- -To manage the technology user to deliver services
- -To monitor the performance of technology and processes
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What does the term It operations stand for?
overseeing the execution and monitoring of operational activities and events
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The process responsible for recoding relationships between service components?
Service asset and configuration mgment (SACM)
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What is the RACI model used for?
Documenting the notes and reponsibilites of stockholders in a preoceess or activity
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Example of an operational level agreement?
A written agreement b=between a It service provider and another part of the same organization that assists in the provision of services.
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What is the main purpose of availability mgment?
To ensure that service availability mean the agreed needs of the business.
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Name the the 5 service life cycles
- -Service strategy
- -Service design
- -Service transition
- -Service operation
- -Continual service improvement
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An example of a configuration management system (CMS)?
If an organization outsources its IT services there is still need for a CMS.
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What ate the 3 sub-processes of capacity mgment?
Business capacity mgment, service capacity and component capacity mgmnet.
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What can be stored in the definitive media library (DML)?
- -Copies of purchased software
- -copies if internally developed software
- -Relevant license documentation
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What process is responsible for reviewing OLA's on regular basis?
Service level mgment
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Example of what service transition provides guidance on?
- -Introducing new services
- -Decommissioning services
- -Transfer of services between service providers
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which role should ensure the process documentation is current and available?
the process owner
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Examples on what the release and deployment management process address?
- - Defining and agreeing release and deployment plans
- -Ensuring release packages can be tracked
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What are the characteristics of every process?
- -It is measurable
- - It delivers a specific result
- - It delivers its primary results to a customer or stakeholder
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Key ITIL characteristics that contribute to its success?
- -It is vendor-neutral
- - It is non-prescriptive
- -It is a standard
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Who should be access to the information security policy?
-All customers, users and IT staff
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Valid elements of a service design package?
- - Agreed and documented business requirements
- -A plan for transition of the service
- -Requirements for new or changed processes
- - Metrics to measure the service
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Tools that support the service transition stage of the service life-cycle?
- -A tool to store definitive versions of software
- -A workflow tool for managing changes
- -An automated software distribution tool
- -Testing and validation tools
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Give examples about problem management
- - It ensures that all resolutions or workarounds that require a change to be configuration item (CI) are submitted through change management
- -It provides management information about the cost of resolving and preventing problems
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What is the purpose of the request fulfillment process?
- Dealing with service requests from the users
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What is an example of value creation through service is correct?
-The customer's perception of the service is an important factor in value creation
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An example of internal and external customers statement
- Internal and external customers should receive the level of customer service that has been agreed
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Which on of the fallowing should IT services deliver to customers?
-Value
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What activity is part of SLM process?
-Monitoring service performance against service level agreements(SLAs)
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Which one of the following BEST summarizes the purpose of event management?
-The ability to detect events, make sense of them and determine the appropriate control action
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Which one of the fallowing should a service catalogue contain?
Details of all operational services
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What does "Warranty of a service" mean?
-Customers are assured of certain levels of availability, capacity, continuity and security
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Which is the first activity of the continual service improvement (CSI) approach?
-Understand the business vision and objectives
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Which one of the following is a benefit of using an incident model?
-It provides pre-defined steps for handling particular types of incidents
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Sequence of activities for handling an incident?
-Identification, logging, categorization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure
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What measurement methods will provide the required metrics for new or changed services?
-Service design
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Which of the fallowing processes are concerned with managing risks to services?
- - IT service continuity management
- -Information security management
- -Service catalogue management
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Which of the following is NOT a type of metric described in continual service improvement?
-personnel metrics
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What is the relationship of CMS and SKMS?
-The CMS is part of the SKMS
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What is the role of emergency change advisory board?
-To assist the change manager in evaluating emergency changes and to decide whether they should be authorized
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Which of the fallowing statements about the service desk is/are correct?
- -The service desk is a function that provides a means of communication between IT and its users for all operational issues
- -The service desk should be the owner of the problem management process
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List the four P's of service design?
-People, partners, products, processes
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Choose the best course of action to take when a problem workaround is found?
-The problem record remains open and details of the workaround are documented within it
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