A) Documenting the roles and relationships of stakeholders in a process or activity

3. What is the main reason for establishing a baseline?

D) For later comparison

4. Which of the following is NOT an objective of Service Operation?

A) Through testing, to ensure that services are designed to meet business needs

5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?

A) They are driven by patterns of business activity

6. Which of the following is NOT one of the ITIL core publications?

A) Service Optimization

7. Which of the following statements is CORRECT?

1. Only one person can be responsible for an activity

2. Only one person can be accountable for an activity

C) 2 only

8. Which is the correct sequence of events in the selection of a technology tool?

D) Requirements, Selection Criteria, Evaluate Product, Select Product

9. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?

1. Process Metrics

2. Supplier Metrics

3. Service Metrics

4. Technology Metrics

5. Business Metrics

C) 1, 3 and 4

10. The priority of an Incident refers to?

A) The relative importance of the Incident based on impact and urgency

11. The goal of Service Asset and Configuration Management is to?

B) Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services

12. Which are the missing Service Operation processes from the following?

1. Incident Management

2. Problem Management

3. Access Management

4. ?

5. ?

A) Event management and Request Fulfillment

13. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

A) Requirements Portfolio and Service Catalogue

14. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?

1. Hardware and Software design

2. Environmental design

3. Process design

4. Data design

C) All of the above

15. Business drivers and requirements for a new service should be considered during?

B) Review of the current capabilities of IT service delivery

16. The BEST definition of an event is?

B) An occurrence that is significant for the management of the IT infrastructure or delivery of services

17. What does the Service V model represent?

B) The path to Service Delivery and Service Support for efficient and effective utilization of resources

18. Technical Management is NOT responsible for?

C) Defining the Operational Level Agreements for the technical teams

19. The following options are considered within which process?

1. Big bang vs. Phased

2. Push and Pull

3. Automated vs. Manual

B) Release and Deployment Management

20. Which of the following activities is Service Level Management responsible for?

C) Create a customer facing service catalogue

21. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

B) Business Objectives, IT objectives, Process metrics

22. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?

Date: 2015-12-11; view: 836