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InformáticaItil version 11 - 2

itil v11 -2

QUESTION 61
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Imp

. 1 and 2 only
. 1 only
. All of the above
. 1 and 3 only
QUESTION 62
Data used to support the capacity management process should be stored in:

. Capacity Management
. Incident Management
. Service Level Management
. Financial Management
QUESTION 62
Data used to support the capacity management process should be stored in:

. A configuration management database (CMDB)
. A capacity database (CDB)
. A configuration management system (CMS)
. A capacity management information system (CMIS)
QUESTION 63
Which process contains the Business, Service and Component sub-processes?

. Capacity Management
. Incident Management
. Service Level Management
. Financial Management
QUESTION 64
IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment

. 1, 2 and 4 only
. 1, 2 and 3 only
. 2, 3 and 4 only
. 1, 3 and 4 only
QUESTION 65
A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined,
including handling issues and unexpected events
2 - Responsibilities; who should do what, includi

. 1,2 and 3 only
. All of the above
. 1 and 2 only
. 1,2 and 4 only
QUESTION 66
Which of the following BEST describes a Change Authority?

. The Change Advisory Board
. A person that provides formal authorisation for a particular type of change.
. A role, person or a group of people that provides formal authorisation for a particular type of change.
. The Change Manager who provides formal authorisation for each change
QUESTION 67
Which of these would fall outside the scope of a typical service change management process

. A change to a contract with a supplier
. A firmware upgrade to a server that is only used for IT Service Continuity purposes
. An urgent need to replace a CPU to restore a service during an incident
. A change to a business process that depends on IT Services
QUESTION 68
Which of the following statements BEST describes the aims of Release and Deployment Management?

. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives
. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other
. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate
. To record and manage deviations, risks and issues related to the new or changed service
QUESTION 69
Which of the following BEST describes Technical Management?

. A Function responsible for Facilities Management and building control systems
. A Function that provides hardware repair services for technology involved in the delivery of service to customers
. Senior managers responsible for all staff within the technical support Function
. A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure
QUESTION 70
Which of the following functions would be responsible for management of a data centre?

. Technical Management
. Service Desk
. IT Operations Control
. Facilities Management
QUESTION 71
Which of these statements about Resources and Capabilities is CORRECT?

. Resources are types of Service Asset and Capabilities are not
. Resources and Capabilities are both types of Service Asset
. Capabilities are types of Service Asset and Resources are not
. Neither Capabilities nor Resources are types of Service Asset
QUESTION 72
A risk is:

. Something that will happen
. Something that has happened
. Something that might happen
QUESTION 73
A Service Level Agreement (SLA) is:

. The part of a contract that specifies responsibilities of each party
. An agreement between the Service Provider and an internal organization
. An agreement between a Service Provider and an external supplier
. An agreement between the Service Provider and their customer
QUESTION 74
The information that is passed to Service Transition to enable them to implement a new service is
called:

. A Service Level Package
. A Service Transition Package
. A Service Design Package
. A New Service Package
QUESTION 75
When should tests for a new service be designed?

. At the same time as the service is designed
. After the service has been designed, before the service is handed over to Service Transition
QUESTION 75
When should tests for a new service be designed?

. At the same time as the service is designed
. After the service has been designed, before the service is handed over to Service Transition
. As part of Service Transition
. Before the service is designed

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