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NEW QUESTION 1
What guidance does ITIL give on the frequency of production of service reporting?
- A. Service reporting intervals must be defined and agreed with the customers
- B. Reporting intervals should be set by the service provider
- C. Reports should be produced weekly
- D. Service reporting intervals must be the same for all services
Answer: A
NEW QUESTION 2
Which of the following should be considered when designing measurement systems, methods and metrics?
1: The services
2: The architectures
3: The configuration items
4: The processes
- A. 1, 2 and 3 only
- B. 1, 3 and 4 only
- C. 2, 3 and 4 only
- D. All of the above
Answer: D
NEW QUESTION 3
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
- A. Each stage should be carried out once in the order Plan-Do-Check-Act
- B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
- C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
- D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D
NEW QUESTION 4
Which of the following is the BEST description of a centralized service desk?
- A. The desk is co-located within or physically close to the user community it serves
- B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- C. The desk provides 24 hour global support
- D. There is a single desk in one location serving the whole organization
Answer: D
NEW QUESTION 5
Which one of the following do major incidents require?
- A. Separate procedures
- B. Less urgency
- C. Longer timescales
- D. Less documentation
Answer: A
NEW QUESTION 6
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
- A. Service asset and configuration management
- B. Event management
- C. Service catalogue management
- D. Problem management
Answer: B
NEW QUESTION 7
Which of the following statements about processes is INCORRECT?
- A. The output from a process has to conform to operational norms derived from business objectives
- B. The objective of any IT process should be expressed in terms of business benefits and goals
- C. A process may define policies, standards and guidelines
- D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
Answer: D
NEW QUESTION 8
Which of the following is an objective of business relationship management?
- A. To identify patterns of business activity
- B. To ensure high levels of customer satisfaction
- C. To secure funding to manage the provision of services
- D. To ensure strategic plans for IT services exist
Answer: B
NEW QUESTION 9
Which of these statements about resources and capabilities is CORRECT?
- A. Resources are types of service asset and capabilities are not
- B. Resources and capabilities are both types of service asset
- C. Capabilities are types of service asset and resources are not
- D. Neither capabilities nor resources are types of service asset
Answer: B
NEW QUESTION 10
Which of the following is NOT a benefit of using public frameworks and standards?
- A. Knowledge of public frameworks is more likely to be widely distributed
- B. They are always free ensuring they can be implemented quickly
- C. They are validated across a wide range of environments making them more robust
- D. They make collaboration between organizations easier by giving a common language
Answer: B
NEW QUESTION 11
What is the definition of an Alert?
- A. An error message to the user of an application
- B. A warning that a threshold has been reached or that something has changed
- C. A type of Incident
- D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B
NEW QUESTION 12
Which of the following is the BEST reason for categorizing incidents?
- A. To establish trends for use in problem management and other IT service management (ITSM) activities
- B. To ensure service levels are met and breaches of agreements are avoided
- C. To enable the incident management database to be partitioned for greater efficiency
- D. To identify whether the user is entitled to log an incident for this particular service
Answer: A
NEW QUESTION 13
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- A. RACI model
- B. Incident model
- C. Continual service improvement (CSI) approach
- D. The Deming Cycle
Answer: A
NEW QUESTION 14
Which process includes business, service and component sub-processes?
- A. Capacity management
- B. Incident management
- C. Service level management
- D. Financial management
Answer: A
NEW QUESTION 15
Availability management is directly responsible for the availability of which of the following?
- A. IT services and components
- B. IT services and business processes
- C. Components and business processes
- D. IT services, components and business processes
Answer: A
NEW QUESTION 16
Which of the following should IT service continuity strategy be based on?
1: Design of the service metrics
2: Business continuity strategy
3: Business impact analysis (BIA)
4: Risk assessment
- A. 1, 2 and 4 only
- B. 1, 2 and 3 only
- C. 2, 3 and 4 only
- D. 1, 3 and 4 only
Answer: C
NEW QUESTION 17
What is the primary focus of the business management?
- A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- B. Review of all capacity supplier agreements and underpinning contracts with supplier management
- C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Answer: D
Explanation:
Reference: https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=5&cad=rja&ved=0CE 0QFjAE&url=http%3A%2F%2Fregions.cmg.org%2Fregions%2Frmcmg%2F2010Fall%2FC MG%2520CM%2C%2520DM%2C%2520and%2520PE%2520Integration.ppt&ei=c0A-Uc7eDMeqO9ibgOAN&usg=AFQjCNFgdYh4ouidwk-Zlw-9Nk1pmXJRtw&bvm=bv.43287494,d.ZWU (slide 3)
NEW QUESTION 18
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