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- Question
Availability Management is responsible for
Options- A. Components and Business Processes
- B. Services and Components
- C. Services, Components and Business Processes
- D. Services and Business Processes
- Correct Answer
- Services and Components
ExplanationAvailability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.
- 1. The main objective of Service Level Management is
Options- A. To ensure that an agreed level of IT service is provided for all current IT services
- B. To create and populate a Service Catalogue
- C. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- D. To carry out the Service Operations activities needed to support current IT services Discuss
- 2. Of which ITIL process are Reliability, Serviceability and Maintainability components?
Options- A. Service Level Management
- B. Problem Management
- C. Availability Management
- D. IT Service Continuity Management Discuss
- 3. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
Options- A. Capacity Management
- B. Change Management
- C. Configuration Management
- D. Financial Management for IT services Discuss
- 4. The Information Security Policy should be available to which groups of people?
Options- A. Senior business managers and all IT staff
- B. Information Security Management staff only
- C. All customers, users and IT staff
- D. Senior business managers, IT executives and the Security Manager Discuss
- 5. Why should monitoring and measuring be used when trying to improve services?
Options- A. To validate, direct, justify and intervene
- B. To validate, measure, monitor and change
- C. To validate, plan, act and improve
- D. To validate, assign resources, purchase technology and train people Discuss
- 6. The main objective of Availability Management is?
Options- A. To monitor and report availability of services and components
- B. To guarantee availability levels for services and components
- C. To ensure that all targets in Service Level Agreements (SLAs) are met
- D. To ensure that service availability matches or exceeds the agreed needs of the business Discuss
- 7. If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?
Options- A. They are likely to increase gradually
- B. They are likely to gradually reduce
- C. They are likely to increase dramatically
- D. They are likely to reduce initially and then gradually return to current level Discuss
- 8. The four stages of the Deming Cycle are?
Options- A. Plan, Measure, Monitor, Report
- B. Plan, Check, Re-Act, Implement
- C. Plan, Do, Act, Audit
- D. Plan, Do, Check, Act Discuss
- 9. When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
Options- A. Objectives, Metric, Desired outcome
- B. People, Products, Technology
- C. Business Objectives, IT objectives, Process metrics
- D. Desired outcome, Supplier metrics, IT objectives Discuss
- 10. Which of the following is the most appropriate approach to carrying out Service Operations?
Options- A. The internal IT view is most important as Service Operations has to monitor and manage the infrastructure
- B. Service Operations should maintain a balance between an internal IT view and an external business view
- C. IT Operations does not take an internal or external view as they execute processes defined by Service Design
- D. The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services Discuss
ITIL Certification problems
Search Results
Correct Answer: To ensure that an agreed level of IT service is provided for all current IT services
Correct Answer: Availability Management
Correct Answer: Configuration Management
Correct Answer: All customers, users and IT staff
Correct Answer: To validate, direct, justify and intervene
Correct Answer: To ensure that service availability matches or exceeds the agreed needs of the business
Correct Answer: They are likely to gradually reduce
Correct Answer: Plan, Do, Check, Act
Correct Answer: Business Objectives, IT objectives, Process metrics
Correct Answer: Service Operations should maintain a balance between an internal IT view and an external business view
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