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- Question
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
- Correct Answer
- To help ensure that standards and conventions are followed
- 1. 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
- 2. 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
- 3. 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
- 4. 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
- 5. 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
- 6. 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
- 7. 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
- 8. The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited?
Options- A. There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement
- B. There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement
- C. The entire cycle should be repeated multiple times to Implement Continual Improvement
- D. Each stage should be carried out once in the order Plan-Do-Check-Act Discuss
- 9. What is the difference between a process and a project?
Options- A. A process is continuous and has no end date, whereas a project has a finite lifespan.
- B. A project is continuous and has no end date, whereas a process has a finite lifespan.
- C. A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.
- D. In a project the focus is not on the result, whereas with a process the result is important Discuss
- 10. What is the meaning of the term Serviceability?
Options- A. The degree of availability of the IT services that can be offered
- B. The degree of support that the Service Desk provides to the customer
- C. The degree to which the provision of IT services can be supported by maintenance contracts
- D. The degree to which the services agreed in the Service Level Agreement (SLA) are complied with Discuss
ITIL Certification problems
Search Results
Correct Answer: They are used to create value in the form of goods and services
Correct Answer: Service Operations should maintain a balance between an internal IT view and an external business view
Correct Answer: Business Objectives, IT objectives, Process metrics
Correct Answer: Plan, Do, Check, Act
Correct Answer: They are likely to gradually reduce
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
Correct Answer: Each stage should be carried out once in the order Plan-Do-Check-Act
Correct Answer: A process is continuous and has no end date, whereas a project has a finite lifespan.
Correct Answer: The degree to which the provision of IT services can be supported by maintenance contracts
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