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- Question
The BEST definition of an event is?
Options- A. An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
- B. An occurrence that is significant for the management of the IT infrastructure or delivery of services
- C. A known system defect that generates multiple incident reports
- D. A planned meeting of customers and IT staff to announce a new service or improvement program
- Correct Answer
- An occurrence that is significant for the management of the IT infrastructure or delivery of services
- 1. A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours?
Options- A. Availability Management
- B. Change Management
- C. Configuration Management
- D. Service Level Management Discuss
- 2. What is the best definition of an Incident Model?
Options- A. A type of Incident involving a standard (or model) type of Configuration Item (CI)
- B. A set of pre-defined steps to be followed when dealing with a known type of Incident
- C. The template used to define the Incident logging form used to report Incidents
- D. An Incident that is easy to solve Discuss
- 3. Customer Perceptions and Business Outcomes help to define what ?
Options- A. Key Performance Indicators (KPI's)
- B. Service Value
- C. Total Cost of Ownership (TCO)
- D. Governance Discuss
- 4. Which of the following is NOT an objective of service transition ?
Options- A. To plan and manage the capacity and resource requirements to manage a release
- B. To provide quality knowledge and information about services and service assets
- C. To provide training and certification in project management
- D. To ensure that a service can be operated, managed and supported Discuss
- 5. How can you describe an operational level agreement (OLA) ?
Options- A. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
- B. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
- C. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
- D. It is an agreement between a supplier and another part of the same organization that assists with the provision of services. Discuss
- 6. What is the main reason for establishing a baseline?
Options- A. For knowing the cost of services provided
- B. For roles and responsibility to be clear
- C. To standardize operation
- D. For later comparison Discuss
- 7. The ITIL V3 core is best described as?
Options- A. An Operations Lifecycle
- B. A Service Lifecycle
- C. An IT Management Lifecycle
- D. An Infrastructure Lifecycle Discuss
- 8. Which of the following is Not a Function?
Options- A. Incident Management
- B. Technical Management
- C. Service Desk
- D. Application Management Discuss
- 9. Incident Management has a value to the business by?
Options- A. Helping to control infrastructure cost of adding new technology
- B. Helping to align people and process for the delivery of service
- C. Contributing to the reduction of impact
- D. Enabling users to resolve Problems Discuss
- 10. Which entity owns ITIL now? Discuss
ITIL Certification problems
Search Results
Correct Answer: Change Management
Correct Answer: A set of pre-defined steps to be followed when dealing with a known type of Incident
Correct Answer: Service Value
Correct Answer: To provide training and certification in project management
Correct Answer: It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
Explanation:
An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties.
* For an example there be an OLA - between the IT service provider and a acquiring department to obtain hardware in discussed times - between the Service Desk and a support group to provide Incident resolution in accepted times.
Correct Answer: For later comparison
Correct Answer: A Service Lifecycle
Correct Answer: Incident Management
Correct Answer: Contributing to the reduction of impact
Correct Answer: ITIL (Information Technology Infrastructure Library) is owned by Axelos since, 2013
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