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Service Design Review Questions

Service Strategy Review Questions

Which ITIL® process is responsible for drawing up a charging system?

a) Availability Management

b) Capacity Management

c) Financial Management for IT Services

d) Service Level Management


What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a process or activity

b) Defining requirements for a new service or process

c) Analyzing the business impact of an incident

d) Creating a balanced scorecard showing the overall status of Service Management

Which of the following identifies two Service Portfolio components within the Service Lifecycle?

a) Requirements Portfolio and Service Catalogue

b) Service Knowledge Management System and Service Catalogue

c) Service Knowledge Management System and Requirements Portfolio

d) Requirements Portfolio and Configuration Management System

Which of the following is NOT one of the ITIL® core publications?

a) Service Operation

b) Service Transition

c) Service Derivation

d) Service Strategy

A Service Level Package is best described as?

a) A description of customer requirements used to negotiate a Service Level Agreement

b) A defined level of utility and warranty associated with a core service package

c) A description of the value that the customer wants and for which they are willing to pay

d) A document showing the Service Levels achieved during an agreed reporting period

Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?

a) Service Strategy

b) Service Strategy and Continual Service Improvement

c) Service Strategy, Service Transition and Service Operation

d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service


A service owner is responsible for which of the following?

a) Designing and documenting a Service

b) Carrying out the Service Operations activities needed to support a Service

c) Producing a balanced scorecard showing the overall status of all Services

d) Recommending improvements

The utility of a service is best described as:

a) Fit for design

b) Fit for purpose

c) Fit for function

d) Fit for use

The 4 P’s of ITSM are people, partners, processes and:

a) Purpose

b) Products

c) Perspectives

d) Practice

The contents of a service package include:

a) Base Service Package, Supporting Service Package, Service Level Package

b) Core Service Package, Supporting Process Package, Service Level Package

c) Core Service Package, Base Service Package, Service Support Package

d) Core Service Package, Supporting Services Package, Service Level Packages


Service Design Review Questions

Which ITIL® process analyses threats and dependencies to IT Services as part of the decision

regarding "countermeasures" to be implemented?

a) Availability Management

b) IT Service Continuity Management

c) Problem Management

d) Service Asset & Configuration Management

What is the name of the activity within the Capacity Management process whose purpose is to predict the future capacity requirements of new and changed services?

a) Application Sizing

b) Demand Management

c) Modeling

d) Tuning

In which ITIL® process are negotiations held with the customer about the availability and capacity levels to be provided?

a) Availability Management

b) Capacity Management

c) Financial Management for IT Services

d) Service Level Management

Which of the following BEST describes a Virtual Service Desk structure?

a) A Service Desk that also provides onsite technical support to its users

b) A Service Desk where analysts only speak one language

c) A Service Desk that is situated in the same location as the users it serves

d) A Service Desk that could be in any physical location but uses telecommunications and

systems to make it appear that they are in the same location

Which of the following activities is Service Level Management responsible for?

a) Informing users of available services

b) Identifying customer needs

c) Overseeing service release schedule

d) Keeping accurate records of all configuration items

Which process reviews Operational Level Agreements (OLAs) on a regular basis?

a) Supplier Management

b) Service Level Management

c) Service Portfolio Management

d) Contract Management

What is another term for Uptime?

a) Mean Time Between Failures (MTBF)

b) Mean Time to Restore Service (MTRS)

c) Mean Time Between System Incidents (MTBSI)

d) Relationship between MTBF and MTBSI

Which of the following is an activity of IT Service Continuity Management?

a) advising end users of a system failure

b) documenting the fallback arrangements

c) reporting regarding availability

d) guaranteeing that the Configuration Items are constantly kept up-to-date.

Information security must consider the following four perspectives:

I. Organizational

II. Physical

III. Technical, and

IV. ...

a) Process

b) Security

c) Procedural

d) Firewalls

The 3 types of Service Level Agreements structures are:

a) Customer based, Service based, Corporate based

b) Corporate level, customer level, service level

c) Service based, customer based, user based

d) Customer based, service base, multi-level base


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