Which ITILŪ process analyses threats and dependencies to IT Services as part of the decision
regarding "countermeasures" to be implemented?
a) Availability Management
b) IT Service Continuity Management
c) Problem Management
d) Service Asset & Configuration Management
What is the name of the activity within the Capacity Management process whose purpose is to predict the future capacity requirements of new and changed services?
a) Application Sizing
b) Demand Management
c) Modeling
d) Tuning
In which ITILŪ process are negotiations held with the customer about the availability and capacity levels to be provided?
a) Availability Management
b) Capacity Management
c) Financial Management for IT Services
d) Service Level Management
Which of the following BEST describes a Virtual Service Desk structure?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak one language
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could be in any physical location but uses telecommunications and
systems to make it appear that they are in the same location
Which of the following activities is Service Level Management responsible for?
a) Informing users of available services
b) Identifying customer needs
c) Overseeing service release schedule
d) Keeping accurate records of all configuration items
Which process reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Management
b) Service Level Management
c) Service Portfolio Management
d) Contract Management
What is another term for Uptime?
a) Mean Time Between Failures (MTBF)
b) Mean Time to Restore Service (MTRS)
c) Mean Time Between System Incidents (MTBSI)
d) Relationship between MTBF and MTBSI
Which of the following is an activity of IT Service Continuity Management?
a) advising end users of a system failure
b) documenting the fallback arrangements
c) reporting regarding availability
d) guaranteeing that the Configuration Items are constantly kept up-to-date.
Information security must consider the following four perspectives:
I. Organizational
II. Physical
III. Technical, and
IV. ...
a) Process
b) Security
c) Procedural
d) Firewalls
The 3 types of Service Level Agreements structures are:
a) Customer based, Service based, Corporate based
b) Corporate level, customer level, service level
c) Service based, customer based, user based
d) Customer based, service base, multi-level base
Service Transition Review Questions
Which process would you find the Service V model?
a) Release Management
b) Service Transition
c) Service Validation and Testing
d) Knowledge Management
Release and deployment options include:
1. Big bang vs. Phased
2. Automated vs. Manual
3. ...
a) Push vs. Proposed
b) Push vs. Pull
c) Requested vs. Forced
d) Proposed vs. Forced
The 4 spheres of knowledge management are:
a) Data, facts, knowledge, wisdom
b) Ideas, facts knowledge, wisdom
c) Data, information, facts, wisdom
d) Data, information, knowledge, wisdom
Which activity in Service Asset & Configuration Management would help to ascertain which
Configuration Items conform to that which exists in the physical environment?
a) control
b) verification and audit
c) identification
d) status accounting
After a Change has been implemented, an evaluation is performed. What is this evaluation called?
a) Forward Schedule of Changes (FSC)
b) Post Implementation Review (PIR)
c) Service Improvement Programme (SIP)
d) Service Level Requirement (SLR)
Which of the following is not change type?
a) Standard change
b) Normal change
c) Quick change
d) Emergency change
Which process is responsible for maintaining the DML?
a) Release and Deployment Management
b) Service Asset and Configuration Management
c) Service validation and testing
d) Change Management
Which process or function is responsible for communicating the forward schedule of changes to the users?
a) Change Management
b) Service Desk
c) Release and Deployment Management
d) Service Level Management
Which of the following best describes a baseline?
a) Used as a reference point for later comparison
b) The starting point of any project
c) The end point of any project
d) A rollback procedure
The main objective of Change Management is to?
a) Ensure that any changes are approved and recorded
b) Ensure that standardised methods and procedures are used for controlled handling of all
changes
c) Ensure that any change requests are managed through the CAB
d) Ensure that the CAB takes responsibility for all change implementation