Implementation of ITIL Management Service Flashcards

Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?A. Service StrategyB. Service Transition C. Service Operation D. Continual Service Improvement

Which of the following is NOT a valid objective of Problem Management?A. To prevent Problems and their resultant IncidentsB. To manage Problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring Incidents

Which of the following are Service Desk organizational structures?1 Local Service Desk2 Virtual Service Desk3 IT Help Desk4 Follow the SunA. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 only

Which Functions are included in IT Operations Management?A. Network Management and Application ManagementB. Technical Management and Change ManagementC. IT Operations Control and Facilities ManagementD. Facilities Management and Release Management

Which of the following CANNOT be provided by a tool?A. KnowledgeB. Information C. Wisdom D. Data

Which of the following areas would technology help to support during the Service Lifecycle?1 Data mining and workflow2 Measurement and reporting3 Release and deployment4 Process DesignA. 2, 3 and 4 onlyB. 1, 3 and 4 onlyC. 1, 2 and 3 onlyD. All of the above

Within Service Design, what is the key output handed over to Service Transition?A. Measurement, methods and metricsB. Service Design PackageC. Service Portfolio DesignD. Process definitions

What are the three Service Provider business models?A. Internal Service provider, Outsourced 3rd party and Off-shore partyB. Internal Service Operations provider, External Service Operations provider, Shared Service UnitC. Internal Service provider, External Service provider, Outsourced 3rd PartyD. Internal Service provider, External Service provider, Shared Service Provider

What is the Service Pipeline?A. All services that are at a conceptual or development stageB. All services except those that have been retiredC. All services that are contained within the Service Level Agreement (SLA)D. All complex multi-user services

What are the processes within Service Operation?A. Event Management, Incident Management, Problem Management, Request Fulfilment and Access ManagementB. Event Management, Incident Management, Change Management and Access ManagementC. Incident Management, Problem Management, Service Desk, Request Fulfilment and Event ManagementD. Incident Management, Service Desk, Request Fulfilment, Access Management and Event Management

Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?A. Suppliers, manufacturers and vendorsB. CustomersC. Internal departmentsD. The Facilities Management function

At which stage of the Service Lifecycle should the processes needed to operate a new service be defined?A. Service Design: Design the processesB. Service Strategy: Develop the offeringsC. Service Transition: Plan and prepare for deploymentD. Service Operation: IT Operations Management

Which Service Design process makes the most use of data supplied by Demand Management?A. Service Catalogue ManagementB. Service Level ManagementC. IT Service Continuity ManagementD. Capacity Management

Which of the following are objectives of Service Level Management?1: Defining, documenting and agreeing the level of IT Services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the Service Provider could operate inA. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the above

Which process is responsible for discussing reports with customers showing whether services have met their targets?A. Continual Service ImprovementB. Business Relationship ManagementC. Service Level ManagementD. Availability Management