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Cards In This Set
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WHICH PROCESS WOULD YOU FIND THE SERVICE V MODEL?
A. RELEASE MANAGEMENT B. SERVICE TRANSITION C. SERVICE VALIDATION AND TESTING D. KNOWLEDGE MANAGEMENT |
C. SERVICE VALIDATION TESTING
* SERVICE V MODEL - Defines appropriate requirements and validation methods to justify release to customer for trial and assessment |
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RELEASE AND DEPLOYMENT OPTIONS INCLUDE:
1. BIG BANG VS PHASED 2. AUTOMATED VS MANUAL 3. ? A. PUSH VS PROPOSED B. PUSH VS PULL C. REQUESTED VS FORCED D. PROPOSED VS FORCED |
B. PUSH VS PULL
*GOAL (RELEASE AND DEPLOYMENT) - Deploy new releases into production, transition support to service operation, and enable effective use in order to deliver value to the customer. |
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The 4 spheres of knowledge management are:
A. DATA, FACTS, KNOWLEDGE, WISDOM B. IDEAS, FACTS KNOWLEDGE, WISDOM C. DATA, INFORMATION, FACTS, WISDOM D. DATA, INFORMATION, KNOWLEDGE, WISDOM |
D. DATA, INFORMATION, KNOWLEDGE, WISDOM
*GOAL (KNOWLEDGE MANAGEMENT) - Improve quality of management decision making (efficiency), by ensuring reliable / secure information available during service life cycle. |
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Which activity in Service Asset & Configuration Management would help to ascertain which configuration items conform to that which exists in the physical environment?
A. CONTROL B. VERIFICATION AUDIT C. IDENTIFICATION D. STATUS ACCOUNTING |
B. VERIFICATION AUDIT
*GOAL (SERVICE ASSET&CONFIG MANAGEMENT) - Supports agreed IT service provision by managing, storing, and providing info about CI and Service Assets throughout life cycle. |
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AFTER A CHANGE HAS BEEN IMPLEMENTED AN EVALUATION IS PERFORMED. WHAT IS THE EVALUATION CALLED?
A. FORWARD SCHEDULE OF CHANGES (FSC) B. POST IMPLEMENTATION REVIEW (PIR) C. SERVICE IMPROVEMENT PROGRAMME (SIP) D. SERVICE LEVEL REQUIREMENT (SLR) |
B. POST IMPLEMENTATION REVIEW (PIR)
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Which of the following is not a change type?
A. Standard change B. Normal Change C. Quick Change D. Emergency Change |
C. Quick Change
*CHANGE - Any alteration in the defined state of a configuration item. |
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Which process is responsible for maintaining the DML?
A. RELEASE AND DEPLOYMENT MANAGEMENT B. SERVICE ASSET AND CONFIGURATION MANAGEMENT C. SERVICE VALIDATION AND TESTING D. CHANGE MANAGEMENT |
A. RELEASE AND DEPLOYMENT MANAGEMENT
*DML - Definitive Media Library - auth versions of all CIs |
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WHICH PROCESS OR FUNCTION IS RESPONSIBLE FOR COMMUNICATING THE FORWARD SCHEDULE OF CHANGES TO THE USERS?
A. CHANGE MANAGEMENT B. SERVICE DESK C. RELEASE AND DEPLOYMENT MANAGEMENT D. SERVICE LEVEL MANAGEMENT |
B. SERVICE DESK
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WHICH OF THE FOLLOWING BEST DESCRIBES BASELINE?
A. USED AS A REFERENCE POINT FOR LATER COMPARISON B. THE STARTING POINT OF ANY PROJECT C. THE ENDPOINT OF ANY PROJECT D. A ROLLBACK PROCEDURE |
A. USED AS A REFERENCE POINT FOR LATER COMPARISON
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THE MAIN OBJECTIVE OF CHANGE MANAGEMENT IS TO?
A. ENSURE THAT ANY CHANGES ARE APPROVED AND RECORDED B. ENSURE THAT STANDARDIZED METHODS AND PROCEDURES ARE USED FOR CONTROLLED HANDLING OF ALL CHANGES C. ENSURE THAT ANY CHANGE REQUESTS ARE MANAGED THROUGH THE CAB D. ENSURE THAT THE CAB TAKES RESPONSIBILITY FOR ALL CHANGE IMPLEMENTATION |
B. ENSURE THAT STANDARDIZED METHODS AND PROCEDURES ARE USED FOR CONTROLLED HANDLING OF ALL CHANGES
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