How would you most accurately describe a change to a service for which the approachis pre-authorized?
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Which of the following statements best describes the relationship between ChangeManagement and Configuration Management:
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..........................................................................5-ASSESSMENT_SERVICE_OPERATION1 -How many functions are there in the Service Operation stage?457
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3 - "Compromise of system or server integrity" isO -Security Problem
Which one of the following is the BEST description of a relationship in service asset and configuration management? A. Describes the topography of the hardware B. Describes how the configuration items (CIs)
work together to deliver the services ITIL® Foundation – Exam Test – Q130
B. Describes how the configuration items (CIs) work together to deliver the services
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a releasePost navigation
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Configuration management helps engineering teams build robust and stable systems through the use of tools that automatically manage and monitor updates to configuration data. Complex software systems are composed of components that differ in granularity of size and complexity. For a more concrete example consider a microservice architecture. Each service in a microservice architecture uses configuration metadata to register itself and initialize. Some examples of software configuration metadata are:
- Specifications of computational hardware resource allocations for CPU, RAM, etc.
- Endpoints that specify external connections to other services, databases, or domains
- Secrets like passwords and encryption keys
It’s easy for these configuration values to become an afterthought, leading to the configuration to become disorganized and scattered. Imagine numerous post-it notes with passwords and URLs blowing around an office. Configuration management solves this challenge by creating a “source of truth” with a central location for configuration.
Git is a fantastic platform for managing configuration data. Moving configuration data into a Git repository enables version control and the repository to act as a source of truth. Version control also solves another configuration problem: unexpected breaking changes. Managing unexpected changes through the use of code review and version control helps to minimize downtime.
Configuration values will often be added, removed, or modified. Without version control this can cause problems. One team member may tweak a hardware allocation value so that the software runs more efficiently on their personal laptop. When the software is later deployed to a production environment, this new configuration may have a suboptimal effect or may break.
Version control and configuration management solve this problem by adding visibility to configuration modifications. When a change is made to configuration data, the version control system tracks it, which allows team members to review an audit trail of modifications.
Configuration version control enables rollback or “undo” functionality to configuration, which helps avoid unexpected breakage. Version control applied to the configuration can be rapidly reverted to a last known stable state.
Which one of the following is the BEST description of a relationship in service asset and configuration management?Options are :
- Describes how the configuration items (CIs) work together to deliver the services
- Describes the topography of the hardware
- Defines how version numbers should be used in a release
- Defines which software should be installed on a particular piece of hardware
Answer : Describes how the configuration items (CIs) work together to deliver the services
Explanation The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.
Which one of the following statements about incident reporting and logging is CORRECT?Options are :
- Incidents reported by technical staff must also be logged as problems
- Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- All calls to the service desk must be logged as incidents
- Incidents can only be reported by users
Answer : Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
ITIL Foundation Certification Exam Mock
Options are :
- Service requirements and warranty
- Resources and capabilities
- Customer and user satisfaction
- Value on Investment (VOI) and Return on Investment (ROI)
Answer : Resources and capabilities
Explanation Resources and Capacbilities are process enablers that support the service or process in order to create value for customers.
Which of the following is the correct definition of an outcome?Options are :
- The result of carrying out an activity, following a process or delivering an IT service
- The results specific to the clauses in a service level agreement (SLA)
- All incidents reported to the service desk
- All the accumulated knowledge of the service provider
Answer : The result of carrying out an activity, following a process or delivering an IT service
Explanation The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.
What should be documented in an incident model?Options are :
- Details of the service level agreement (SLA) pertaining to the incident AND Chronological order of steps to resolve the incident
- Chronological order of steps to resolve the incident
- Details of the service level agreement (SLA) pertaining to the incident
- None of these choices
Answer : Chronological order of steps to resolve the incident
Explanation An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.
ITIL Foundation Certification Exam Questions and Answers
Options are :
- People, products, plans, partners
- People, process, products, partners
- People, process, partners, performance
- Performance, process, products, plans
Answer : People, process, products, partners
Explanation People (Human resources and organizational structures), Processes (Service Management Processes), Products (Technology and other infrastructure), and Partners (Third-parties) which provide IT services.
Which of the following BEST describes partners' in the phrase people, processes, products and partners"?Options are :
- Suppliers, manufacturers and vendors
- The facilities management function
- Customers
- Internal departments
Answer : Suppliers, manufacturers and vendors
Explanation Partners are third-parties who provide services required to support the services. These include suppliers, manufacturers, and vendors.
What is the BEST description of the purpose of the service operation stage of the service lifecycle?Options are :
- To deliver and manage IT services at agreed levels to business users and customers
- To proactively prevent all outages to IT services
- To design and build processes that will meet business needs
- To decide how IT will engage with suppliers during the service lifecycle
Answer : To deliver and manage IT services at agreed levels to business users and customers
Explanation The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. When service interruptions do occur, Service Operation is charged with restoring service as quickly as possible and with minimizing the impact to the business.
ITIL Foundation Certification Exam Questions
Options are :
- Service design
- Service strategy
- Service transition
- Service operation
Answer : Service design
Explanation Service Design contains Service Catalog Management, Service Level Management, Availability Management, Capacity Management, Service Continuity Management, IT Security Management, and Supplier Management.
Which of the following is the best definition of service management?Options are :
- A set of specialized organizational capabilities for providing value to customers in the form of services
- An internationally recognized methodology to provide valuable services to customers
- The ability to keep services highly available to meet the business needs
- A complete set of all the documentation required to deliver world class services to customers
Answer : A set of specialized organizational capabilities for providing value to customers in the form of services
Explanation Service Management is a set of specialized capabilities for delivering value to customers in the form of services. ITIL® is a framework for IT Service Management.
What is a service delivered between two business units in the same organization known as?Options are :
- Internal service
- Delivered service
- External service
- Strategic service
Answer : Internal service
Explanation This is called an internal service, and the service provider is called a Type I or Type II service provider.
ITIL 4 Sample Exams [2021] Set 3
Options are :
- Critical success factors (CSFs), key performance indicators (KPIs), activities
- Technology, process and service
- Return on investment (ROI), value on investment (VOI)1 quality
- Strategic, tactical and operational
Answer : Technology, process and service
Explanation There are three types of metrics: technology metrics, process metrics, and service metrics. An organization should collect and analyze all three for proper continual service improvement.
Service transition contains detailed descriptions of which processes?Options are :
- Service level management, service portfolio management, service asset and configuration management
- Change management, service asset and configuration management, release and deployment management
- Service asset and configuration management, release and deployment management, request fulfillment
- Change management, capacity management event management, service request management
Answer : Change management, service asset and configuration management, release and deployment management
Explanation Service Transition phase contains Change Management, Service Asset & Configuration Management, Release & Deployment Management, Transition Planning & Support, Service Validation & Testing, Evaluation, and Knowledge Management.
Which process would maintain policies, standards and models for service transition activities and processes?Options are :
- Capacity management
- Service transition planning and support
- Change management
- Release management
Answer : Service transition planning and support
Explanation Service Transition Planning and Support process maintains the policies, standards, and models for the sevice transition activities.
ITIL Foundation Certification Exam Questions and Answers
Options are :
- Neither of these options
- Known error record
- Incident model
- Both of these options
Answer : Both of these options
Explanation The incident model and the known error record can be useful during troubleshooting and support efforts.
Which of the following CANNOT be provided by a tool?Options are :
- Knowledge
- Data
- Information
- Wisdom
Answer : Wisdom
Explanation Wisdom is correct, well-informed decisions based on accurate data analyzed and presented in the correct context.
What should a service always deliver to customers?Options are :
- Value
- Resources
- Application
- Infrastructure
Answer : Value
Explanation A service is a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. It is about delivering value to the customers!
ITIL Foundation Certification Exam
Options are :
- IT services and business processes
- IT services, components and business processes
- IT services and components
- Components and business processes
Answer : IT services and components
Explanation The Availability Management process is concerned with management and achievement of agreed availability requirements as established in Service Level Agreements. In ITIL®, availability is defined as the ability of a system, service, or configuration item to perform its function when required.
ITIL Foundation Certification Exam Questions and Answers
Options are :
- Availability management information system
- Problem record
- IT service continuity plan
- Service level agreement (SLA)
Answer : Problem record
Explanation The Problem Record would exist in the Known Error Database (KEDB), and it would be updated with a workaround once the error becomes a "known error".
Which of the following is NOT an objective of service transition?Options are :
- To provide quality knowledge and information about services and service assets
- To ensure that a service can be operated, managed and supported
- To plan and manage the capacity and resource requirements to manage a release
- To provide training and certification in project management
Answer : To provide training and certification in project management
Explanation Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. This includes objectives that aid in determining service supportability.
The effective management of risk requires specific types of action. Which of the following actions would be BEST to manage risk?Options are :
- Control of exposure to risk and investment of capital
- Training in risk management for all staff and identification of risks
- Identification of risk, analysis and management of the exposure to risk
- Training of all staff and investment of capital
Answer : Identification of risk, analysis and management of the exposure to risk
Explanation The identification of risk and its analysis and management of risk exposure is important to effectively managing risk in servce delivery.
ITIL 4 Foundation Practice Certification Exams (6 Exams) Set 5
Options are :
- Local Service Desk
- Virtual Service Desk
- IT Help Desk
- Follow the Sun
Answer : IT Help Desk
Explanation IT Help Desk is a generic term and not a organizational structure like the Local Service Desk, Virtual Service Desk, and Follow-the-Sun models.
Which of the following is NOT a valid objective of problem management?Options are :
- To manage problems throughout their lifecycle
- To eliminate recurring incidents
- To restore service to a user
- To prevent problems and their resultant Incidents
Answer : To restore service to a user
Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Restoring service to a user is part of incident management, not problem management.
Which of the following is the correct definition of an outcome?Options are :
- The result of carrying out an activity, following a process or delivering an IT service
- All the accumulated knowledge of the service provider
- All incidents reported to the service desk
- The results specific to the clauses in a service level agreement (SLA)
Answer : The result of carrying out an activity, following a process or delivering an IT service
Explanation The outcome is the result of carrying out an activity, following a process, or delivering an IT service. It refers to the intended or actual results.
ITIL 4 Sample Exams [2021] Set 1
Options are :
- Details of the service level agreement (SLA) pertaining to the incident
- Details of the service level agreement (SLA) pertaining to the incident AND Chronological order of steps to resolve the incident
- Chronological order of steps to resolve the incident
- None of these choices
Answer : Chronological order of steps to resolve the incident
Explanation An incident model is a set of predefined steps for handling a particular type of incident. It is used by the service desk for handling the initial logging and resolution of an incident.
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?Options are :
- IT service continuity management
- Supplier management
- Service catalog management
- Service level management
Answer : Supplier management
Explanation Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management plays a very similar role to that of Service Level Management, but with respect to external suppliers.
What are the categories of event described in the ITIL Service Operation book?Options are :
- Informational, scheduled, normal
- Scheduled, unscheduled, emergency
- Informational, warning, exception
- Warning, reactive, proactive
Answer : Informational, warning, exception
Explanation Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).
ITIL Foundation Certification Exam Mock Test
Options are :
- Facilities management and Release management
- IT Operations control and Facilities management
- Network management and Application management
- Technical management and Change management
Answer : IT Operations control and Facilities management
Explanation IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: IT Operations Control and Facilities Management.
When can a known error record be raised or elevated?Options are :
- At any time it would be useful to do so
- After a workaround has been found
- Both of these options
- Neither of these options
Answer : Both of these options
Explanation A Known Error record is one that has a idenified underlying cause and a workaround. It can be elevated or raised any time it would be useful to do so, or after a workaround has been found.
Which process will regularly analyze incident data to identify discernible trends?Options are :
- Event management
- Problem management
- Service level management
- Change Management
Answer : Problem management
Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.
ITIL Foundation Certification Exam Questions
Options are :
- Neither of these
- Include legal terminology in service level agreements (SLAs)
- It is NOT necessary to be able to measure all the targets in an SLA
- Both of these
Answer : Neither of these
Explanation There is no need to include legalese in the Service Level Agreements. Also, all SLAs must be measurable, otherwise they are useless in the Service Operations phase.
Which one of the following is the purpose of service level management?Options are :
- To ensure that an agreed level of IT service is provided for all current IT services
- To carry out the service operations activities needed to support current IT services
- To create and populate a service catalogue
- To ensure that sufficient capacity is provided to deliver the agreed performance of services
Answer : To ensure that an agreed level of IT service is provided for all current IT services
Explanation Service Level Management is one of the processes within the Service Design phase, it shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.
In which document would you expect to see an overview of actual service achievements against?Options are :
- Operational level agreement (OLA)
- Capacity plan
- SLA monitoring chart (SLAM)
- Service level agreement (SLA)
Answer : SLA monitoring chart (SLAM)
Explanation SLAM charts provide an attractice, visual representation of achievement against targets of an SLA. Also know as stoplight charts, or Red-Yellow-Green charts.
ITIL 4 Sample Exams [2021] Set 3
Options are :
- The availability of a service or component
- How quickly a service or component can be restored to normal working order
- How long a service or configuration item (CI) can perform its function without failing
- The level of risk that affects a service or process
Answer : How long a service or configuration item (CI) can perform its function without failing
Explanation Reliability is how long a service or component can perform its function without interruption. In other words, how long before something breaks?
Which one of the following is the BEST description of a relationship in service asset and configuration management?Options are :
- Describes how the configuration items (CIs) work together to deliver the services
- Describes the topography of the hardware
- Defines which software should be installed on a particular piece of hardware
- Defines how version numbers should be used in a release
Answer : Describes how the configuration items (CIs) work together to deliver the services
Explanation The CMS stores records of Configuration Items in the Configuration Management Database (CMDB). The CMS/CMDB differs from a traditional asset database in that it also provides information regarding how Configuration Items are related to each other.
Which one of the following activities is NOT part of the Deming Cycle?Options are :
Answer : Coordinate
Explanation The Deming Cycle consists of Plan, Do, Check, and Act.
ITIL Foundation Certification Exam
Options are :
- Availability management
- Capacity management
- Service catalogue management
- Service portfolio management
Answer : Service portfolio management
Explanation Service Portfolio Management process is concerned with management of the information concerning services in the Service Portfolio. It organizes the process by which services are identified, described, evaluated, selected, and chartered.
What would be used to communicate a high-level description of a major change that involved significant cost and risk to the organization?Options are :
- Change Policy
- Risk register
- Change proposal
- Service request
Answer : Change proposal
Explanation A request for change is the formal change proposal used by an organization. The change proposal communicates a high-level description of a desired major change that might have significant cost and risk to the organization.
Which one of the following is the BEST description of a service-based service level agreement (SLA)?Options are :
- An agreement that covers one service for all customers of that service
- An agreement that covers service specific issues in a multi-level SLA structure
- An agreement with an individual customer group, covering all the services that they use
- An agreement that covers one service for a single customer
Answer : An agreement that covers one service for all customers of that service
Explanation A service-based service level agreement (SLA) is a singular agreement for all users of a given service.
ITIL 4 Sample Exams [2021] Set 2
Options are :
- Third-party contracts
- Service portfolio
- Service level agreements (SLAs)
- Operational level agreements (OLAs)
Answer : Third-party contracts
Explanation Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations.
What is the name of the group that should review changes that must be implemented faster than the normal change process?Options are :
- Emergency change advisory board
- Urgent change board
- Urgent change authority
- Technical management
Answer : Emergency change advisory board
Explanation In most environments, Emergency Changes are those which cannot be foreseen and which unless addressed quickly put the environment at high risk of impact. Emergency Changes are reviewed by the Emergency Change Advisory Board (ECAB).
Which process is responsible for ensuring that appropriate testing takes place?Options are :
- Service asset and configuration management
- Release and deployment management
- Service level management
- Knowledge management
Answer : Release and deployment management
Explanation Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?Options are :
- Service level management
- Problem management
- Event management
- Change Management
Answer : Problem management
Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.
Which of the following CANNOT be provided by a tool?Options are :
- Wisdom
- Information
- Data
- Knowledge
Answer : Wisdom
Explanation Wisdom is correct, well-informed decisions based on accurate data analyzed and presented in the correct context.
Which two processes will contribute MOST to enabling effective problem detection?Options are :
- Change and release and deployment management
- Incident and event management
- Knowledge and service level management
- Incident and financial management
Answer : Incident and event management
Explanation Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.
Which one of the following is an objective of service catalog management?Options are :
- Ensuring that the service catalog is made available to those approved to access it
- Negotiating and agreeing service level agreement
- Only ensuring that adequate technical resources are available
- Negotiating and agreeing operational level agreements
Answer : Ensuring that the service catalog is made available to those approved to access it
Explanation Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. Service Catalog Management also controls who has access to its information.
Which are the three levels of a multi-level service level agreement (SLA)?Options are :
- Corporate, customer, technology
- Service provider, user, IT
- Corporate, customer, service provider
- Technology, customer, user
Answer : Corporate, customer, service provider
Explanation The Service Level Agreement (SLA) is between the service provider and the customer. If you have to choose a third option, then corporate would be accurate, since it is between the service provider's corporate entity, as well.
Options are :
- To manage workarounds and known errors
- To systematically observe services and service components (Correct)
- To capture demand for incident resolution and service requests
- To restore normal service operation as quickly as possible
Answer :To systematically observe services and service components
Options are :
- To systematically observe services and service components
- To protect the information needed by the organization to conduct its business
- To be the entry point and single point of contact for the service provider with all of its users
- To identify, analyse, monitor, and continually improve links with stakeholders (Correct)
Answer :To identify, analyse, monitor, and continually improve links with stakeholders
Options are :
- To move new or changed components to live environments
- To set clear business-based targets for service performance
- To make new or changed services available for use (Correct)
- To ensure services achieve agreed and expected performance
Answer :To make new or changed services available for use
Options are :
- Organizations should work through the steps of the model in the sequence in which they are presented
- The model is applicable to only certain parts of the service value system
- Organizations should use an additional model or method to link improvements to customer value
- The flow of the model helps organizations to link improvements to its goals (Correct)
Answer :The flow of the model helps organizations to link improvements to its goals
Options are :
- Service level management
- Service configuration management
- Problem management
- Change control (Correct)
Answer :Change control
Options are :
- Optimize and automate (Correct)
- Technology can help organizations to scale up, and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making
- Focus on value
- Think and work holistically
- Collaborate and promote visibility
Answer :Optimize and automate
Options are :
- A request to provide a laptop (Correct)
- A request to resolve an error in a service
- This is a simple example of a service request.
- A request to change a target in a service level agreement
- A request to implement a security patch
Answer :A request to provide a laptop
Options are :
- Analysing information from software developers
- Analysing the cause of problems (Correct)
- Establishing potential permanent solutions
- Establishing problem workarounds
Answer :Analysing the cause of problems
Options are :
- Delivering tactical and operational engagement with customers
- Providing a clear path for users to report issues, queries, and requests
- Populating and maintaining the asset register
- Identifying and logging opportunities (Correct)
Answer :Identifying and logging opportunities
Options are :
- An IT asset
- Continual improvement
- Service management
- A service (Correct)
Answer :A service
Options are :
- a formal process
- detailed procedures (Correct)
- a dedicated team
- a value chain activity
Answer :detailed procedures
Options are :
- It resolves the highest impact incidents first (Correct)
- It identifies the cause of major incidents
- It maintains detailed procedures for diagnosing incidents
- It authorizes changes to resolve incidents
Answer :It resolves the highest impact incidents first
Options are :
- Ensuring the continual improvement of services
- Meeting expectations for quality, costs and time-to-market
- Providing transparency and good relationships (Correct)
- Ensuring that the organization's vision is understood
Answer :Providing transparency and good relationships
Options are :
- To ensure accurate information about the configuration of services is available
- To maximize the number of successful service and product changes
- To ensure that suppliers and their performance are managed appropriately
- To set clear business-based targets for service levels (Correct)
Answer :To set clear business-based targets for service levels
Options are :
- An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- An organization should always use a single technique to ensure metrics are consistent
- An organization should always develop competencies in methodologies and techniques that will meet their needs (Correct)
Answer :An organization should always develop competencies in methodologies and techniques that will meet their needs
Options are :
- Problem identification, problem control, error control (Correct)
- Problem logging, problem classification, problem resolution
- Incident management, problem management, change control
- Problem analysis, error identification, incident resolution
Answer :Problem identification, problem control, error control
Options are :
- Understanding the current state and identifying what can be reused
- The ability to discover and respond to failure earlier (Correct)
- Understanding the customer's perception of value
- Standardization of practices and services
Answer :The ability to discover and respond to failure earlier
Options are :
- Measured data is always more accurate than direct observation
- It should always be used to support direct observation (Correct)
- The act of measuring always positively impacts results
- It should always be used instead of direct observation
Answer :It should always be used to support direct observation
Options are :
- After the problem has been prioritized
- After the problem has been resolved
- After the problem has been logged (Correct)
- After the problem has been analyzed
Answer :After the problem has been logged
Options are :
- 2 and 3
- 1 and 2
- 3 and 4
- 1 and 4 (Correct)
Answer :1 and 4
Options are :
- Practices
- Four dimensions of service management
- Service value system (Correct)
- Seven guiding principles
Answer :Service value system
Options are :
- Release management
- Change enablement
- Deployment management (Correct)
- IT asset management
Answer :Deployment management
Options are :
- Change enablement (Correct)
- Service level management
- Service configuration management
- IT asset management
Answer :Change enablement
Options are :
- Every incident should be logged (Correct)
- Only incidents that are not solved using self-help tools
- Only an incident that cannot be immediately resolved
- Any incident that occurs more than once
Answer :Every incident should be logged
Options are :
- Functionality offered by a product or service
- Results for a stakeholder
- Tangible or intangible deliverables (Correct)
- Configuration of an organization's resources
Answer :Tangible or intangible deliverables
Options are :
- Escalated
- logged
- closed
- Analyzed (Correct)
Answer :Analyzed
Options are :
- Asset
- Configuration item (Correct)
- Product
- Outputs
Answer :Configuration item
Options are :
- Customer metrics
- Customer feedback
- Business metrics
- Customer engagement (Correct)
Answer :Customer engagement
Options are :
- Change enablement' manages standard changes and normal changes, 'Organizational change management' manages emergency changes
- Change enablement' reviews and authorizes changes, 'Organizational change management'creates and publishes the change schedule
- Change enablement' manages changes to services and products,'Organizational change management' manages the people aspects of change (Correct)
- Change enablement' manages changes to infrastructure and applications, 'Organizational change management' manages changes to documentation, processes, and suppliers
Answer :Change enablement' manages changes to services and products,'Organizational change management' manages the people aspects of change
Options are :
- Service desk
- service request management
- service configuration management
- Service level management (Correct)
Answer :Service level management
Options are :
- Relationship management (Correct)
- Service level management
- Service request management
- Service desk
Answer :Relationship management
Options are :
- Any change of state that has significance for the management of a configuration item or IT service (Correct)
- The ability of an IT service or other configuration item to perform its agreed function when required
- Any valuable component that can contribute to delivery of an IT product or service
- Any component that needs to be managed in order to deliver an IT service
Answer :Any change of state that has significance for the management of a configuration item or IT service
Options are :
- Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
- Systematically observing services and service components and recording and reporting selected changes of state identified as events (Correct)
- Ensuring that all an organization's projects are successfully delivered
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Answer :Systematically observing services and service components and recording and reporting selected changes of state identified as events
Options are :
- Documenting workarounds and known error
- Performing trend analysis of incident records (Correct)
- Finding potential permanent solutions
- Analysing the cause of the problem
Answer :Performing trend analysis of incident records
Options are :
- Service level management
- Incident management
- Monitoring and event management (Correct)
- Problem management
Answer :Monitoring and event management
Options are :
- Planning and managing the full lifecycle of all IT assets (Correct)
- Ensuring that services deliver agreed levels of availability or that change can be assessed
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way
Answer :Planning and managing the full lifecycle of all IT assets
Options are :
- Roles and responsibilities
- Workflow management and inventory systems (Correct)
- Contracts and agreements
- Security and compliance
Answer :Workflow management and inventory systems
Options are :
- Business Partnership Agreement
- Service Level Agreement (Correct)
- Memorandum of Understanding
- Interconnection Service Agreement
Answer :Service Level Agreement
Options are :
- Routine
- Emergency (Correct)
- Standard
- Normal
Answer :Emergency
Options are :
- The authorization of normal changes should be expedited to ensure they can be implemented quickly
- Centralizing change authorization to a single person is the most effective means of authorization
- Standard changes are high risk and should be authorized by the highest level of change authority
- A change authority should be assigned to each type of change and change model (Correct)
Answer :A change authority should be assigned to each type of change and change model
Options are :
- Problem (Correct)
- Incident
- Event
- Workaround
Answer :Problem
Options are :
- Audit
- Protect (Correct)
- Store
- Provide
Answer :Protect
Options are :
- Anyone (Correct)
- System administrator
- Service desk analyst
- End user
Answer :Anyone
Options are :
- Service desks should never use technologies such as SMS and chat functions
- Service desks should be highly technical functions
- Service desks should always be a physical team in a single fixed location
- Service desks should have a practical understanding of the wider business (Correct)
Answer :Service desks should have a practical understanding of the wider business
Options are :
- Service request management
- Incident management
- Service level management
- Service desk (Correct)
Answer :Service desk
Options are :
- Incident (Correct)
- Event
- Request
- Problem
Answer :Incident
Options are :
- Resolving incidents
- Authorizing changes
- Creating business cases (Correct)
- Conducting service reviews
Answer :Creating business cases
Options are :
- tools
- plans
- measurement (Correct)
- process
Answer :measurement
Options are :
- Incident management' and 'request management' (Correct)
- Request management' and 'change enablement'
- Problem management' and 'incident management'
- Change enablement' and 'problem management'
Answer :Incident management' and 'request management'
Options are :
- A request to resolve an unplanned interruption to a service (Correct)
- A request for information about how to create document
- A request for access to a file location
- A request to provide a laptop to a user
Answer :A request to resolve an unplanned interruption to a service
Options are :
- Problem management
- Service request management (Correct)
- Change enablement
- Incident management
Answer :Service request management
Options are :
- The problem record is deleted
- A change request is submitted to a change enablement
- The problem remains in the known error status (Correct)
- Problem management restores the service as soon as possible
Answer :The problem remains in the known error status
Options are :
- Release management (Correct)
- Service request management
- Deployment management
- Change enablement
Answer :Release management
Options are :
- 1 and 2
- 3 and 4 (Correct)
- 1 and 4
- 2 and 3
Answer :3 and 4
Options are :
- It determines the priority assigned to the incident
- It determines how the service provider is perceived
- It ensures that incidents are resolved in times agreed with the customer
- It helps direct the incident to the correct support area (Correct)
Answer :It helps direct the incident to the correct support area
Options are :
- Promotion
- Escalation (Correct)
- Reduction
- Postponement
Answer :Escalation
Options are :
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
- Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services (Correct)
- Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Answer :Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
Options are :
- Outcome
- Service (Correct)
- Output
- Product
Answer :Service
Options are :
- An application change
- An emergency change
- A standard change (Correct)
- A normal change
Answer :A standard change
Options are :
- Level (Correct)
- Request
- Capacity
- Availability
Answer :Level
Options are :
- Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible (Correct)
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- Ensuring that all an organization's projects are successfully delivered
- Ensuring that services deliver agreed levels of availability or that change can be assessed
Answer :Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Options are :
- Practices
- Guiding principles
- Service value chain (Correct)
- Continual improvement
Answer :Service value chain
Options are :
- Normal
- Emergency (Correct)
- Critical
- Standard
Answer :Emergency
Options are :
- Follow-the-sun
- Virtual (Correct)
- Local
- Centralized
Answer :Virtual
Options are :
- Service configuration management (Correct)
- Change enablement
- IT asset management
- Service level management
Answer :Service configuration management
Options are :
- Assurance
- Outcome
- Promise
- Functionality (Correct)
Answer :Functionality
Options are :
- 1 and 2 (Correct)
- 2 and 3
- 1 and 4
- 3 and 4
Answer :1 and 2
Options are :
- Continual improvement (Correct)
- Service level management
- Problem management
- Change control
Answer :Continual improvement
Options are :
- To plan changes and help avoid conflict (Correct)
- To manage emergency changes
- To manage standard changes
- To support 'incident management' and improvement planning
Answer :To plan changes and help avoid conflict
Options are :
- Amir should wait until Laila's portion is complete before beginning his to ensure they work together properly
- Amir should meet with Laila to determine how the digital product fulfillment will occur (Correct)
- Amir should optimize his code to ensure it runs efficiently
- Amir should tell Laila to wait until his portion is done before starting hers to ensure compatibility
Answer :Amir should meet with Laila to determine how the digital product fulfillment will occur
Options are :
- Clearly defined service outcomes (Correct)
- Legal language
- Details of the system-based metrics used
- A technical description of the service components
Answer :Clearly defined service outcomes
Options are :
- Activities that transform inputs into outputs
- Contracts and agreements
- Roles and responsibilities (Correct)
- Security and compliance
Answer :Roles and responsibilities
Options are :
- Where are we now?
- Where do we want to be?
- How do we get there?
- What is the vision? (Correct)
Answer :What is the vision?
Options are :
- The sponsor, or their authorized representative
- The supplier, or their authorized representative
- The customer, or their authorized representative
- The users, or their authorized representative (Correct)
Answer :The users, or their authorized representative
Options are :
- Engage
- Obtain/ Build
- Deliver and Support (Correct)
- Improve
Answer :Deliver and Support
Options are :
- Touchpoints (Correct)
- Service management
- Product management
- Service interactions
Answer :Touchpoints
Options are :
- Warranty
- Assurance
- Service
- Utility (Correct)
Answer :Utility
Options are :
- Practices (Correct)
- Guiding Principles
- Governance
- Service value chain
Answer :Practices
Options are :
- Keep it simple and practical
- Focus on value (Correct)
- Collaborate and promote visibility
- Think and work holistically
Answer :Focus on value
Options are :
- Environmental factors
- Technological factors (Correct)
- Legal factors
- Political factors
Answer :Technological factors
Options are :
- PESTLE Analysis (Correct)
- Predictive Analytics
- Diagnostic Analytics
- Descriptive Analytics
Answer :PESTLE Analysis
Options are :
- Services (Correct)
- Products
- Service Relationships
- Product Relationships
Answer :Services
Options are :
- Warranty (Correct)
- Assurance
- Guarantee
- Utility
Answer :Warranty
Options are :
- Information and Technology
- Value Streams and Processes
- Partners and Suppliers (Correct)
- Organizations and People
Answer :Partners and Suppliers
Options are :
- Guiding Principles
- Service value chain (Correct)
- Practices
- Continual Improvement
Answer :Service value chain
Options are
:
- Technological factors
- Economic factors (Correct)
- Legal factors
- Social factors
Answer :Economic factors
Options are :
- Keep it simple and practical
- Think and work holistically
- Collaborate and promote visibility
- Progress iteratively with feedback (Correct)
Answer :Progress iteratively with feedback
Options are :
- Value Streams and People
- Information and People
- Organizations and People (Correct)
- Partners and People
Answer :Organizations and People
Options are :
- Political factors (Correct)
- Social factors
- Technological factors
- Economic factors
Answer :Political factors
Options are :
- Keep it simple and practical
- Think and work holistically (Correct)
- Focus on value
- Collaborate and promote visibility
Answer :Think and work holistically
Options are :
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical (Correct)
- Focus on value
Answer :Keep it simple and practical
Options are :
- Relationship Management
- Incident Management
- Knowledge Management (Correct)
- Service Desk
Answer :Knowledge Management
Options are
:
- Service value chain
- Practices
- Continual Improvement (Correct)
- Guiding Principles
Answer :Continual Improvement
Options are :
- Economic factors
- Political factors
- Legal factors (Correct)
- Environmental factors
Answer :Legal factors
Options are :
- Environmental factors
- Technological factors
- Legal factors
- Social factors (Correct)
Answer :Social factors
Options are :
- Value Streams and Processes
- Partners and Suppliers
- Organizations and People
- Information and Technology (Correct)
Answer :Information and Technology
Options are :
- Obtain/ Build
- Plan
- Design and Transition
- Improve (Correct)
Answer :Improve
Options are :
- Partners and Suppliers
- Information and Technology
- Value Streams and Processes (Correct)
- Organizations and People
Answer :Value Streams and Processes
Options are :
- They are synonyms and therefore interchangeable terms.
- Release Management means to refuse a work product; Deployment Management means make a work product available for use.
- Release Management means to abandon an work product; Deployment Management means make a work product available for use.
- Release Management means the planning and work that is done to prepare for the change prior entering the work of deploying the release; Deployment Management means the planning and work done to pushing or publishing the work product to a live environment. (Correct)
Answer :Release Management means the planning and work that is done to prepare for the change prior entering the work of deploying the release; Deployment Management means the planning and work done to pushing or publishing the work product to a live environment.
Options are :
- Plan
- Improve
- Design and Transition
- Engage (Correct)
Answer :Engage