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- Question
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
- Correct Answer
- Business Objectives, IT objectives, Process metrics
- 1. 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
- 2. 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
- 3. 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
- 4. 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 Discuss
- 5. 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
- 6. 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
- 7. How does an organization use Resources and Capabilities in creating value?
Options- A. They are used to create value in the form of goods and services
- B. They are used to create value to the IT organization for Service Support
- C. They are used to create value to the IT organization for Service Delivery
- D. They are used to create value in the form of output for production management Discuss
- 8. A benefit of using Service Design tools is?
Options- A. To help ensure that events are detected as quickly as possible
- B. To help ensure that standards and conventions are followed
- C. To help enable different applications to work together
- D. To help implement architectures that support the business strategy Discuss
- 9. Which of the following statements BEST describes the role of Communication during Service Operation?
Options- A. Communication is a separate process that needs to be defined and executed with Service Operation
- B. Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle
- C. Communication is more important in Service Operation than in any other stage of the Service Lifecycle
- D. Communication is defined as part of all processes and is executed in Service Operation Discuss
- 10. The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?
Options- A. Configuration Management
- B. Incident Management
- C. Problem Management
- D. Release Management Discuss
ITIL Certification problems
Search Results
Correct Answer: Plan, Do, Check, Act
Correct Answer: They are likely to gradually reduce
Correct Answer: To ensure that service availability matches or exceeds the agreed needs of the business
Correct Answer: Services and Components
Explanation:
Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.
Correct Answer: To ensure that an agreed level of IT service is provided for all current IT services
Correct Answer: Service Operations should maintain a balance between an internal IT view and an external business view
Correct Answer: They are used to create value in the form of goods and services
Correct Answer: To help ensure that standards and conventions are followed
Correct Answer: Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle
Correct Answer: Release Management
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