ITIL-Foundation ITIL Foundation Certification - IT Service Management Question and Answers

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Providing physical security for staff at data centres and other buildings

Managing access to computer rooms and other secure locations

Managing access to the service desk

Managing the rights to use a service or group of services

Human resource model

Configuration baseline

Service model

RACI matrix

Service portfolio management

Information security management

Change management

Problem management

Service transition

Service level management

Service operation.

Service Design.

To efficiently respond to requests for granting access to services.

To defect changes of state that have significance for management of an IT service.

To assist with general information, complains or comments.

To minimize the impact of incidents that cannot be prevented.

To maintain user satisfaction with the quality of IT services

To detect changes of state that have significance for management of an IT service

To provided a channel for users to receive standard services that they are expecting

To minimize the impact of incidents due to service failures that cannot be prevented

Categorization

Detection

Prioritization

Escalation

Operational level agreement (OLA)

Capacity plan

Service level agreement (SLA)

SLA monitoring chart (SLAM)

The change authorization board

The change advisory board

The change implementer

The change manager

Incidents must only be logged if a resolution is not immediately available

Only incidents reported to the service desk can be logged

All incidents must be fully logged

The service desk decide which incidents to log

To prevent problems and their resultant Incidents

To manage problems throughout their lifecycle

To restore service to a user

To eliminate recurring incidents

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

Continual service improvement

Service strategy

Service design

Service transition

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

Strategic, tactical and operational

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

Technology, process and service

People, process, partners, performance

Performance, process, products, problems

People, process, products, partners

People, products, perspective, partners

What is the return on investment (ROI)?

How much did it cost?

How do we keep the momentum going?

What is the value on investment (VOI)?

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of storage devices will be

Agreeing the service levels for the service supported by the application

Local

Centralized

Outsourced

Virtual

Service level management

IT operations management

Capacity management

Incident management

All of the above

3 and 4 only

2 and 4 only

2 only

Process owner

Change manager

Service manager

Process practitioner

The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

As many as necessary to complete the activity

Only one - the process owner

Two - the process owner and the process enactor

Only one - the process architect

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

The IT director

The process owner

The service owner

The customer

Change management, service asset and configuration management, release and deployment management

Change management, capacity management event management, service request management

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

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

Review and analyze Service Level Achievement results

Identify activities to improve the efficiency of service management processes

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

Conduct activities to deliver and manage services at agreed levels to business users

To ensure that a service can be managed and operated in accordance with constraints specified during design

To design and develop capabilities for service management

To provide good-quality knowledge and information about services

To plan the resources required to manage a release

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

To provide training and certification in project management

To provide quality knowledge and information about services and service assets

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

Designing and maintaining all necessary service transition packages

Producing quality, secure and resilient designs for new or improved services

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

Measuring the effectiveness and efficiency of service design and the supporting processes

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Strategic customers

External customers

Valued customers

Internal customers

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

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

A set of specialized organizational capabilities for providing value to customers in the form of services

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

An internationally recognized methodology to provide valuable services to customers

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom

Knowledge

Information

Wisdom

Data

2 and 3 only

2 and 4 only

1 and 3 only

All of the above

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Change proposal

Change policy

Service request

Risk register