ITILFND : ITIL 4 Foundation : Part 05
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Which is one of the five aspects of service design?
- Management information systems and tools
- Risk analysis and management approach
- Management policy for business case creation
- Corporate governance and policy
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Which statement about IT service management is CORRECT?
- It is performed by customers using a mix of IT systems, services and processes
- It is performed by IT service providers using a mix of suppliers and their products
- It is performed by the service desk using a mix of people, process and technology
- It is performed by IT service providers using a mix of people, process and technology
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Which is the CORRECT explanation of the ‘R’ role in a RACI matrix?
- This role ensures that activities are executed correctly
- This role has ownership of the end result
- This role is involved in providing knowledge and input
- This role ensures the flow of information to stakeholders
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Which statement about change management is CORRECT?
- It optimizes overall business risk
- It optimizes financial exposure
- It ensures that all changes are authorized by the change advisory board (CAB)
- It ensures that service requests follow the normal change management process
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Which statement about the ‘four Ps’ of service design is CORRECT?
- Processes refers to skill and training
- Partners refers to suppliers and vendors
- People refers to technology and tools
- Products refers to producers and metrics
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What is the primary focus of business capacity management?
- Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- Review of all capacity supplier agreements and underpinning contracts with supplier management
- Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
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Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
- Local
- Centralized
- Outsourced
- Virtual
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What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
- A standard change
- An emergency change
- An internal change
- A normal change
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Which service transition process provides guidance about converting data into information?
- Change evaluation
- Knowledge management
- Service validation and testing
- Service asset and configuration management
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Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- Service-based SLA view
- Wholesale customer view
- Retail customer view
- Supporting services view
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Service transition contains detailed descriptions of which processes?
- 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 fulfillment
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Which is an objective of the design coordination process?
- To produce service design packages and ensure they are handed over to service transition
- To assess and evaluate all changes and their impact on service designs
- To document the initial structure and relationship between services and customers
- To gather and document new service level requirements from the customer
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What MAIN factors are considered to assess the priority of an incident?
- The urgency and impact
- The impact and complexity
- The cost and urgency
- The complexity and cost
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Which term is used to describe the prediction and control of income and expenditure within an organization?
- Charging
- Governance
- Budgeting
- Accounting
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Where should all master copies of controlled software and documentation be stored?
- In the definitive capacity library
- In the definitive media library
- In the definitive security library
- In the definitive production library
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Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- Service operation
- Service transition
- Continual service improvement
- Service strategy
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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- 1, 2 and 4 only
- 1, 2 and 3 only
- 2, 3 and 4 only
- 1, 3 and 4 only
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What is NOT within the scope of service catalogue management?
- Contribution to the definition of services
- Interfaces between all services and supporting services
- Interfaces between the service catalogue and service portfolio
- Fulfilment of business service requests
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What three elements make up the Service Portfolio?
- Customer portfolio, service catalogue and retired services
- Customer portfolio, configuration management system and service catalogue
- Service pipeline, service catalogue and retired services
- Service pipeline, configuration management system and service catalogue
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Who is responsible for defining metrics for change management?
- The change management process owner
- The change advisory board (CAB)
- The service owner
- The continual service improvement manager
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