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InformáticaItil version 11 - 3

ITIL V11 3

QUESTION 76
Which of these is the correct set of steps for the Continual Service Improvement Model?

. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve
. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
QUESTION 77
Which of the following activities are helped by recording relationships between Configuration Items
(CIs)?
1. Assessing the impact and cause of Incidents and Problems
2. Assessing the impact of proposed Changes
3. Planning and designing a

. 1 and 2 only
. All of the above
. 1, 2 and 4 only
. 1, 3 and 4 only
QUESTION 78
A single Release unit, or a structured set of Release units can be defined within:

. The RACI Model
. Release Package
. Request Model
. The Plan, Do, Check, Act (PDCA) cycle
QUESTION 79
What are Request Models used for?

. Capacity Management
. Modelling arrival rates and performance characteristics of service requests
. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
. Identifying frequently received user requests and defining how they should be handled
QUESTION 80
What is the objective of Access Management?

. To provide security staff for Data Centers and other buildings
. B. To manage access to computer rooms and other secure locations
. To manage access to the Service Desk
. To manage the right to use a service or group of services
QUESTION 81
Identity and Rights are two major concepts involved in which one of the following processes?

. Access Management
. Facilities Management
. Event Management
. Demand Management
QUESTION 82
Which of these is the BEST description of a release unit?

. The portion of a service or IT infrastructure that is normally released together
. The smallest part of a service or IT infrastructure that can be independently changed
. The portion of a service or IT infrastructure that is changed by a particular release
. A metric for measuring the effectiveness of the Release and Deployment Management process
QUESTION 83
Which of these is a reason for categorizing incidents?

. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
. To ensure that the correct priority is assigned to the incident
. To enable the incident management database to be partitioned for greater efficiency
. To identify whether the user is entitled to log an incident for this particular service
QUESTION 84
Which process is responsible for monitoring an IT Service and detecting when the performance drops
below acceptable limits?

. Service Asset and Configuration Management
. Event Management
. Service Level Management
. Performance Management
QUESTION 85
Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record

. 1 only
. 2 only
. Both of the above
. Neither of the above
QUESTION 86
Which process is responsible for low risk, frequently occurring, low cost changes?

. Demand Management
. Incident Management
. Release and Deployment Management
. Request Fulfilment
QUESTION 87
Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?

. The Change Management Process Owner
. The Change Advisory Board (CAB)
. The Service Owner
. The Continual Service Improvement Manager
QUESTION 88
Who is responsible for ensuring that the Request Fulfilment process is being performed according to
the agreed and documented process?

. The IT Director
. The Process Owner
. The Service Owner
. The Customer
QUESTION 89
Which role is accountable for a specific service within an organization?

. The Service Level Manager
. The Business Relationship Manager
. The Service Owner
. The Service Continuity Manager
QUESTION 90
The Service Catalogue Manager has responsibility for producing and maintaining the Service
Catalogue. One of their responsibilities would be ?

. Negotiating and agreeing Service Level Agreement
. Negotiating and agreeing Operational Level Agreements
. Ensuring that the information within the Service Catalogue is adequately protected and backed-up.
. Only ensure that adequate technical resources are available.
QUESTION 91
Access Management is closely related to which other processes?

. Availability Management only
. Information Security Management and 3rd line support
. Information Security Management and Availability Management
. Information Security Management only
QUESTION 92
Which of the following is NOT one of the five individual aspects of Service Design?

. The design of the Service Portfolio, including the Service Catalogue
. The design of new or changed services
. The design of Market Spaces
. The design of the technology architecture and management systems
QUESTION 93
One of the five major aspects of Service Design is the design of service solutions.
Which of the following does this include?

. Only capabilities needed and agreed
. Only resources and capabilities needed
. Only requirements needed and agreed
. Requirements, resources and capabilities needed and agreed
QUESTION 94
A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training

. 1, 3 and 4 only
. All of the above
. 1, 2 and 3 only
. 1, 2 and 4 only
QUESTION 95
Which of the following statements is CORRECT?

. Process owners are more important to service management than service owners
. Service owners are more important to service management than process owners
. Service owners are as important to service management as process owners
. Process owners and service owners are not required within the same organization
QUESTION 96
Which of the following statements is INCORRECT?
The Service Owner:

. Is responsible for the day-to-day monitoring and operation of the service they own
. Is responsible for continual improvement and the management of change affecting the service they own
. Is a primary stakeholder in all of the underlying IT processes which support the service they own
. Is accountable for a specific service within an organization
QUESTION 97
A Process Owner has been identified with an "I" in a RACI matrix.
Which of the following would be expected of them?

. Tell others about the progress of an activity
. Perform an activity
. Be kept up to date on the progress of an activity
. Manage an activity
QUESTION 98
Which of the following is NOT the responsibility of the Service Catalogue Manager?

. Ensuring that information in the Service Catalogue is accurate
. Ensuring that information within the Service Pipeline is accurate
. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
. Ensuring that all operational services are recorded in the Service Catalogue
QUESTION 99
Which role would you MOST expect to be involved in the management of Underpinning Contracts?

. Process Manager
. Service Catalogue Manager
. Supplier Manager
. IT Designer/Architect
QUESTION 100
A Service Design Package should be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An Emergency Change to an IT service
4. An IT service retirement

. 1, 2 and 3 only
. 1, 2 and 4 only
. 1, 3 and 4 only
. All of the above
QUESTION 101
There are four types of metrics that can be used to measure the capability and performance of
processes. Which of the four metrics is missing from the list below?
1. Progress
2. Effectiveness
3. Efficiency
4. ?

. Cost
. Conformance
. Compliance
. Capacity
QUESTION 102
Which of the following defines the level of protection in Information Security Management?

. The IT Executive
. The ISO27001 Standard
. The Business
. The Service Level Manager
QUESTION 103
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

. The Service Level Manager
. The IT Service Continuity Manager
. The Service Catalogue Manager
. The Supplier Manager
QUESTION 104
Which of the following provides resources to resolve operational and support issues during Release
and Deployment?

. Early Life Support
. Service Test Manager
. Evaluation
QUESTION 105
What does a service always deliver to customers?

. Applications
. Infrastructure
. Value
. Resources
QUESTION 106
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

. Service Design
. Service Transition
. Service Strategy
. Service Operation
QUESTION 107
Which of the following is MOST concerned with the design of new or changed services?

. Change Management
. Service Transition
. Service Strategy
. Service Design
QUESTION 108
Which of the following is concerned with fairness and transparency?

. Capacity Management
. Governance
. Service Strategy
. Service Level Management
QUESTION 109
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

. An agreement with an individual customer group, covering all the services that they use
. An agreement that covers one service for a single customer
. An agreement that covers service specific issues in a multi-level SLA structure
. An agreement that covers one service for all users of that service
QUESTION 110
Where should details of a Workaround always be documented?

. The Service Level Agreement (SLA)
. The Problem Record
. The Availability Management Information System
. The IT Service Continuity Plan
QUESTION 111
Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary
knowledge?

. Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
. Public standards are always cheaper to adopt
. Public frameworks are prescriptive and tell you exactly what to do
. Proprietary knowledge has been tested in a wide range of environments
QUESTION 112
Which of the following is NOT a benefit of using public frameworks and standards?

. Knowledge of public frameworks is more likely to be widely distributed
. They are always free ensuring they can be implemented quickly
. They are validated across a wide range of environments making them more robust
. They make collaboration between organizations easier by giving a common language
QUESTION 113
Which of the following statements about processes is CORRECT?
1. A process is always organized around a set of objectives
2. A process should be documented

. 1 only
. 2 only
. Both of the above
. Neither of the above
QUESTION 114
Which of the following statements about processes is INCORRECT?

. They are units of organizations designed to perform certain types of work
. We must be able to measure them in a relevant manner
. They deliver specific results
. They respond to specific events
QUESTION 115
Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

. 1 only
. 2 and 3 only
. 1, 2 and 4 only
. All of the above
QUESTION 116
You are reviewing a presentation that will relay the value of adopting Service Design disciplines.Which
statement would NOT be part of the value proposition?

. Reduced Total Cost of Ownership
. Improved quality of service
. Improved Service alignment with business goals
. Better balance of technical skills to support live services
QUESTION 116
You are reviewing a presentation that will relay the value of adopting Service Design disciplines.Which
statement would NOT be part of the value proposition?

. Reduced Total Cost of Ownership
. Improved quality of service
. Improved Service alignment with business goals
. Better balance of technical skills to support live services
QUESTION 117
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of
a service can be minimised if all aspects of the service, the processes and the technology are considered
during development'?

. Service Design
. Service Strategy
. Service Operation
. Continual Service Improvement
QUESTION 118
Which statement about Service Level Agreements(SLAs) is CORRECT?

. They must contain legal wording because of their importance
. There should always be a separate SLA for each specific customer
. The wording must be clear and concise to allow no room for ambiguity
. Changes to the SLA can only be requested by the customer
QUESTION 119
Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at
agreed levels to the business
2. The successful release of services into the liv

. 1 only
. 2 only
. Both of the above
. Neither of the above
QUESTION 120
Which of the following is the BEST definition of an Event?

. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
. An unplanned interruption to an IT service
. The unknown cause of one or more Incidents
. Reducing or eliminating the cause of an Incident or Problem
QUESTION 121
A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has
been found. Is this a valid approach?

. Yes
. No, the workaround must be found before a Known Error is created
. No, a Known Error can only be raised after the permanent resolution has been implemented
. No, a Known Error must be raised at the same time as a problem
QUESTION 122
Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience

. 1 only
. 2 only
. Both of the above
. None of the above
QUESTION 123
Which of the following BEST describes the goal of Access Management?

. To provide a channel for users to request and receive standard services
. Provides the rights for users to be able to use a service or group of services
. To prevent Problems and resulting Incidents from happening
. To detect security events and make sense of them
QUESTION 124
Which of the following is NOT a Service Desk type recognised in the Service Operation volume of
ITIL?

. Local
. Centralised
. Holistic
. Virtual
QUESTION 125
Which of the following is the BEST description of a centralised Service Desk?

. The desk is co-located within or physically close to the user community it serves
. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
. The desk provides 24 hour global support
. There is a single desk in one location serving the whole organization

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