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- Question
How can an organization determine the effectiveness of the Service Level Management process?
Options- A. By checking contracts with suppliers
- B. By measuring customer satisfaction
- C. By defining service levels
- D. By reporting on all incidents
- Correct Answer
- By measuring customer satisfaction
- 1. 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
- 2. 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
- 3. 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
- 4. 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
- 5. 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
- 6. Governance is concerned with
Options- A. Ensuring that defined strategy is actually followed
- B. Reducing the total cost of providing services
- C. Ensuring that agreed Service Level Requirements are met
- D. Measuring and improving the efficiency and effectiveness of processes Discuss
- 7. Availability management is responsible for availability of
Options- A. IT infrastructure
- B. Tools
- C. Processes
- D. All of the above Discuss
- 8. Which of the following are displayed in File Explorer ?
Options- A. Only OneDrive
- B. Only Storage locations
- C. Both A & B
- D. Hardware devices such as monitors, printers, and cameras Discuss
- 9. What is the name of the service included with the Windows Server operating system that manages a centralized database containing user account and security information ?
Options- A. Windows Directory
- B. Active Directory
- C. Directory Plus
- D. None of the above Discuss
- 10. You recently been promoted to Network Administrator for DLM Shipping. When you took over this position the first thing you notice is this Windows 2000 environment using DNS naming convention, root domain is DIM.COM, with numerous child domains. User accounts are stored in the child domains. However your supervisor informs you that root domain is misspelled and should be DLM.COM. He explains this is causing tremendous problems with the users and customers. He wants you to rename the domain. What will happen if you rename this root domain server?
Options- A. When you rename the root domain server you will only have to rebuild the user accounts since the root domain holds the authentication (SAM) database.
- B. When you rename the root domain server you will simply rename the child domain also.
- C. When you rename the root domain server you will lose the entire network orphaning the child domains.
- D. When you rename the root domain server you will not need to do anything else since domain names are inherited the child domains will acquire the new domain name. Discuss
ITIL Certification problems
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Correct Answer: The degree to which the provision of IT services can be supported by maintenance contracts
Correct Answer: A process is continuous and has no end date, whereas a project has a finite lifespan.
Correct Answer: Each stage should be carried out once in the order Plan-Do-Check-Act
Correct Answer: Release Management
Correct Answer: Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle
Correct Answer: Ensuring that defined strategy is actually followed
Correct Answer: All of the above
Explanation:
ITIL Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT services. It is is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.
Correct Answer: Both A & B
Explanation:
Storage locations and OneDrive are both displayed in File Explorer.
Correct Answer: Active Directory
Explanation:
Active Directory (AD) is a centralized database that is included with the Windows Server operating system. Active Directory is used to store information about a network, such as user accounts, computers, printers, and security policies.
Correct Answer: When you rename the root domain server you will lose the entire network orphaning the child domains.
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