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Related Flashcards
Cards In This Set
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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 |
B. IT Service Continuity Management
* Disaster recovery planning |
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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 |
A. Application Sizing
* Demand Management - short term reactive imp strategies Modeling - forecast behavior under certain conditions Tuning - Modifications, better current infrastructure use |
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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 |
D. Service Level Management
Availability - current and future levels of service matches or exceeds agreed upon needs in cost effective manner Capacity - current and future capacity and performance demands met in cost effective manner. |
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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 analyst only speak on 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 systems to make it appear that they are in the same location |
D. A Service Desk that could be in any physical location but uses
telecommunications systems to make it appear that they are in the same
location
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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 |
B. Identifying customer needs
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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 |
B. Service Level Management
*OLA - Internal agreement with another area of the same organization which supports the IT service provider in their delivery of services. |
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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 |
A. Mean Time between Failures (MTBF)
*MTRS - Downtime AVG time between recovery and occurrence of another MTBSI - AVG time between the occurrences of two consecutive incidents Relationship - > = many minor failures / < = few major failures |
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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. |
B. documenting the fallback arrangements
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Information security must consider the following four perspectives:
I. Organizational II. Physical III. Technical IV. ? A. Process B. Security C. Procedural D. Firewalls |
C. Procedural
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The 3 types of Service Level Agreements structure 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 based, multi-level based |
D. Customer based, service based, multi-level based
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