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Related Flashcards
Cards In This Set
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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 |
C. Financial Management for IT Services
* Goal is to provide cost effective stewardship of the IT assets and the financial resources used in providing IT services |
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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 |
A. Documenting the roles and relationships of stakeholders in a process or activity.
*Responsibility / Accountability / Consult / Inform |
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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 |
A. Requirements Portfolio and Service Catalogue
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Which of the following is NOT one the ITIL core publications?
A. Service Operation B. Service Transition C. Service Derivation D. Service Strategy |
C. Service Derivation
Operation / Transition / Strategy / Design / Improvement |
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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 |
B. A defined level of utility and warranty associated with a core service package
* Availability & Capacity levels * Continuity Measures * Security Levels |
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Setting policies and objectives is the primary concern of which of the following 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 Improvement |
A. Service Strategy
* Ensures organizational objectives for IT are defined...Services and Service Portfolios are maximized for value. |
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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 |
D. Recommending improvements
*Responsible for continual improvement and management of change affecting services under their care |
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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 |
B. Fit for Purpose
*Positive effect on business processes, activities, objects and tasks. |
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The 4 P's of ITSM are people, partners, processes and :
A. Purpose B. Products C. Perspectives D. Practice |
B. Products
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The contents of a service package includes:
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 |
D. Core Service Package, Supporting Services Package, Service Level Packages
*Detailed description of package of bundled services avaialble to be delivered to customers. |
