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C846 Test Bank - Practice Tests 1, WGU C846 : Quizzes, C846 Practice Test Questions, Business of IT - Applications - C846 (ITIL Foundation), C846 - Business of IT Applications, C846 Flash Car... ds from U-certify, WGU C846 : Practice Tests, C846 - Practice Tests 2, rated A. verified. Which of the following processes is used to involve Identity and Rights as the two major concepts? - ✔✔-Access Management Question 2 :Which of the following are part of a typical business case structure? - ✔✔-Introduction Methods Business impacts Risks and contingencies Recommendations Configuration Management process supports the other Service Management processes by managing the service assets and Configuration Items. Which of the following are the goals of Configuration Management? - ✔✔-It is used for verifying the configuration records against the infrastructure and for correcting any exception. It reports for all the IT assets and configurations within the organization and its services. It is used for providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management. Which of the following involves monitoring patterns of business activity? - ✔✔-Capacity management Patch management is - ✔✔-monitoring, obtaining, evaluating, testing, and deploying software patches and updates. Access Management - ✔✔-grant authorized users the right to use a service while preventing access to non-authorized users. Service management is - ✔✔-discovering a continual balance between utilization and delivery of services. Management would like you to create a chart to show each project team member's work assignment using a simple legend. What type of chart is management asking you to create? - ✔✔-RACI Chart activities of Service level management - ✔✔-It is used for composing a service catalogue. It agrees on the service provided. It monitors the service levels. It provides reporting on results. It reviews service levels. Which of the following are the activities of IT Service Continuity Management? - ✔✔-It works with BCM and Service Level Management (SLM) for the purpose of determining potential issues and recovery requirements via Business Impact Analysis. It takes possession for an incident and behaves as the primary level of escalation. It translates recovery requirements into infrastructure options and data storage requirements. Which of the following activities of Configuration Management defines the location of storage areas and libraries that contain hardware, software, and documentation? - ✔✔-Management & Planning: This activity defines the following features: It defines the strategy, policy, scope, objectives, processes, and procedures. It defines the roles and responsibilities of involved staff and stakeholders. It defines the location of storage areas and libraries that contains hardware, software, and documentation. It defines the Configuration Management Database design. It defines Configuration Item (CI) naming conventions. It manages housekeeping including license management and archiving of configuration. Identification - ✔✔-This activity determines the CIs that will be recorded, their attributes, and their relationships with other CIs. Identification can take place for the following: Hardware and Software Business systems Packages Physical databases Feeds between databases and links Configuration baselines Software releases Documentation Control - ✔✔-This activity ensures that there is a recording of only authorized and identifiable CIs from receipt to disposal so as to protect the integrity of the CMDB. Control occurs when the CMDB is changed, including: Registration of all new CIs and versions Update of CI records and license control Update regarding RFCs and Change Management Update the CMDB when physical items are periodically checked Status Accouning - ✔✔-The reporting of all the current and historical data is related to each CI in its Lifecycle and provides information about the following: Configuration baselines Latest software item versions The person who is responsible for status change CI change/incident/problem history Reporting - ✔✔-Reporting is the Process Manager's responsibility. The reports of Configuration Management are provided to the Service Level Manager to communicate the feedback on service levels to the customer. Verification and Audit - ✔✔-Reviews and audits are used to verify the existence of the CIs and confirm that the CIs are correctly recorded in the CMDB. There should be conformity between the documented baselines and the actual environment to which the CIs are referring. Which stage of the Change Management process is used to deal with what should be done if the change is not successful? - ✔✔-Remediation planning What is meant by the term request fulfillment in the ITIL framework? - ✔✔-Request fulfillment is a process for managing the requests from users to the IT department. Which of the following tasks is a part of Proactive Problem Management? - ✔✔-Analyzing trends What is the continual service improvement (CSI) approach? - ✔✔-The CSI approach is used to manage improvement activity in line with business requirements. Which of the following contains information on the costs for providing services and provides insight into the profitability of services and customers? - ✔✔-Financial Analysis Which of the following are the strategic objectives of Capacity Management? - ✔✔-It determines upgrade plans in order to ensure accurate and timely procurements. It aligns equipment according to business need, supply, and demand. It is used to ensure effective service level management. Service based Service Level Agreement is used when the requirements of the IT service vary little between customers. Which of the following contents are included in the Service Level Agreement (SLA)? - ✔✔-Mutual responsibilities Service availability Batch turnaround times Why should a user Automate Service Management Processes? - ✔✔-It makes adjustment of capacity of automated resources easier. It improves utility and warranty of services. It provides a good basis for measuring and improving service processes. It enables automated resources to better handle capacity. Event Management, Problem Management, Access Management, and Request Fulfillment are part of which of the following stages of the Service Lifecycle? - ✔✔-Service Operation Which one of these statements regarding the CSI approach is correct? - ✔✔-The CSI approach can be applied to the improvement of all processes. Which of the following are the basic steps of Incident Management? - ✔✔-Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Ownership, monitoring, tracking, and communication Which of the following are the benefits of the ISO/IEC 20000-1 standard? - ✔✔--It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled. -It can be used for an organization that needs a consistent approach from all its service providers. -It can be used for a service provider that wants to demonstrate its capability for the design, transition, delivery, and improvement of services that are useful in fulfilling the service requirements. -It can be used for a service provider to monitor, measure, and review the service management processes and services. -It can be used for a service provider to improve the design, transition, delivery, and improvement of services by proper implementation and operation of the service management system (SMS). Which of the following processes is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the Information Technology (IT) infrastructure? - ✔✔-Service Asset and Configuration Management In the ITIL guidance on incident management, what is one of the key purposes of the incident management process? - ✔✔-The purpose of incident management is to restore normal service operation as quickly as possible.n Which of the following statements are true about a Change Proposal? - ✔✔-When a change proposal has been received it has to be classified. A change proposal will only be generated through a pre-defined procedure by a limited number of employees. The purpose of a change proposal is to communicate a proposed major change and assess its risk. Which of the following sub-processes of Capacity Management is concerned with the management of the individual components of the IT Infrastructure? - ✔✔-Resource Capacity Management The objective of Release Management is to deliver, distribute, and track changes in a release into the live environment. Which of the following are the activities of Release Management? - ✔✔-Design, building, and configuration Release policy and planning Communication, preparation, and training Which of the following is used to identify, document, analyze, and mitigate against the likelihood of potential impact to a service? - ✔✔-Risk management What aspects would you expect to see in a Service Level report designed for the users? - ✔✔-The level of availability realized and the time not available per period. The successful and backed out Changes per period. The percentage of incidents resolving within the target. Which of the following are the basic change models that are included in service transitions? - ✔✔- Emergency change model Normal change model Standard change model The Service Level manager requires an agreement that describes the responsibilities of each internal support group towards the other support groups, including the process and time-frame for delivery of their services. Which of the following can be used to meet his requirements? - ✔✔-Operational Level Agreement Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors? - ✔✔-Problem Management Service Level Management makes sure that a Service Catalog is produced and maintained. Which of the following are the aspects of the Service Catalog? - ✔✔-Technical Service Catalog Business Service Catalog Which of the following is a way of delivering value to customers by facilitating outcome that customers wish to get without the control of specific costs and risks? - ✔✔-Service What will be the status of the problem if its root cause has been successfully diagnosed? - ✔✔-Known Error Which of these statements are correct? The customer's perspective is unimportant when measuring service performance. Nothing should be included in an SLA unless it can be effectively monitored and measured. Performance measures should include subjective and objective measures. - ✔✔-2 and 3 The Service Desk supports the provision of services that are agreed by assuring access to the IT organization and providing a range of support activities. Which of the following are the approaches of Service Desk? - ✔✔-Centralized Service Desk: single point of contact Local Service Desk: across a number of sites. Virtual Service Desk: Question 39 :Which of the following ITIL processes offers an insight, using the modeling activity, into trends that might cause performance problems in the future? - ✔✔-Capacity Management Who "owns" ITIL? - ✔✔-The U.K. government What is an agreement between an IT service provider and another part of the same organization? - ✔✔- Operational level agreement Which of the following is a contract between an IT service provider and a third party? - ✔✔- Underpinning Contract (UC) An assistant from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP system. In which document will you most probably find this information? - ✔✔-Service level agreement What are the elements of a service's business value from customers' perspective? - ✔✔-Warranty, Utility Which of the following are the features of Service based Service Level Agreement (SLA)? - ✔✔-The language used in an SLA should be clear and concise. Information included within an SLA is measurable. SLA provides one service for all customers of that service. Introduction Service description Mutual responsibilities Scope Service hours Service availability Reliability Customer support Contact points & escalation Service performance Batch turnaround times Security Charging Which volume provides guidance on clarification and prioritization of service-provider investments in services? - ✔✔-Service Strategy Question 7 :Which of these are valid service provider types according to ITIL? - ✔✔-Internal Shared services Fully outsourced Which process/function standardizes the request for a new workstation? - ✔✔-Change Management In which of the following does the Incident Manager resolve a problem, if the Service Desk is unable to resolve the incident in the first instance? - ✔✔-Hierarchical escalation What value does service design provide for the business? - ✔✔-Services are delivered effectively and aligned to business needs. Which of the following processes is responsible for sourcing and delivering components of requested standard services? - ✔✔-Request Fulfillment Which of these statements is correct? - ✔✔-Mean time between failures is a measure of service uptime. Mean time to restore service is a measure of service downtime. In which record is a workaround likely to be captured? - ✔✔-Known error record Into which of the following phases is the Service Portfolio divided? - ✔✔-Retired Services Service pipeline Service catalog Which of the following activities of Capacity Management is defined as the process of making modifications so as to utilize the identified areas of the current infrastructure in a better way? - ✔✔- Tuning Which of the following are the responsibilities of Business Relationship Management? - ✔✔-The compliments regarding the service should be documented and reported to the service delivery team. The service provider should analyze the record of complaints periodically in order to identify trends and reports. IT Service Continuity Management (ITSCM) is used to support the overall Business Continuity Management (BCM) in order to ensure that the required IT infrastructure and the IT service provision are recovered within an agreed business time scales. Which of the following are the benefits of implementing IT Service Continuity Management? - ✔✔-It prioritizes the recovery of IT services by working with BCM and SLM. It minimizes disruption in IT services when it follows a major interruption or disaster. It minimizes costs related with recovery plans using proper proactive planning and testing. Which of the following Service Design processes is used to make the most efficient use of data supplied by Demand Management? - ✔✔-Capacity Management Release Management is used to implement a group of related and compatible Configuration Items into a batch, known as a release. Which of the following are the objectives of Release Management? - ✔✔-It makes sure that master copies of all software are secure and there is updated Configuration Management Database (CMDB). It plans the successful roll-out of software and It handles the customer expectations. The service operation lifecycle stage has a number of key objectives. Which of these statements best reflects the key objectives of service operation? - ✔✔-Service operation should ensure the day-to-day service is delivered according to the agreed-on requirements of the business. A service catalog provides the detailed description of the operational services in the language that the customer can understand. Which of the following are the features of a service catalog? - ✔✔-It includes a summary of the associated service levels that are provided to the customers by the IT organization. It facilitates the alignment process between service customers and service providers. It serves as an important communication tool. In terms of adding value to the business, what describes the contribution of Service Operation? - ✔✔- Service value is seen by customers Which of the following is an IT Service delivering basic Outcomes required by one or more customers? - ✔✔-Core service Part of your change management plan defines what should happen in the change control system for your project. Theresa, a junior project manager, asks what the configuration management activities are for scope changes. You tell her that all of the following are valid configuration management activities except for which one? - ✔✔-Configuration item costing Which of the following administers each release via a request for change to ensure that there is authorizing, scheduling, and correct implementing of the group of changes in a release? - ✔✔-Change Management What is the purpose of the continual service improvement (CSI) stage of the service lifecycle? - ✔✔-The CSI stage is concerned with the management of improvement across the whole service lifecycle. Which of the following secondary budgets is used to provide detailed information about the following services: quantities, delivery items, person hours, and materials required? - ✔✔-Production budget Which of the following is the output of the Problem Management process? - ✔✔-Resolve root cause of incidents Known Error Records RFC's Problems Records Documentation is a way to communicate information and share knowledge. Which of the following are the features of documentation? - ✔✔-It supports in the improvement of the performance of an organization. It develops a common understanding across process fields. Which of the following is the objective of the ISO/IEC 20000 management? - ✔✔-It is used to provide a management system along with policies and a framework, so that there can be effective management and accomplishment of all IT services. A service catalog contains which of the following? - ✔✔-Details of all services currently available to the users Which of the following processes is responsible for producing a RFC output? - ✔✔-Problem Management Question 34 :The challenges that differentiate services from other systems of value creation such as manufacturing, mining, and agriculture are: - ✔✔-Intangible nature of the output and intermediary products of service processes. Demand is tightly coupled with customer's assets. High-level of contact for producers and consumers of services. Perishable nature of service output and service capacity. Where are supplier information and performance reports, along with contractual information, held? - ✔✔-Supplier and contract management information system Which of the following is a process improvement approach that provides organizations with the essential elements for effective process improvement and guides process improvement across a project, a division, or an entire organization? - ✔✔-Capability Maturity Model Integration Which of the following activities are helped by recording relationships between Configuration Items (CIs)? - ✔✔-Assessing the impact and cause of Incidents and Problems Assessing the impact of proposed Changes Planning and designing a Change to an existing service Planning a technology refresh or software upgrade What are the attributes of a configuration item? - ✔✔-A description of the characteristics of a configuration item Which of these statements are correct? - ✔✔-Change management should adopt a set of standardized methods and procedures. Change management should ensure that business risk is reduced. Which of the following describe the basic concept of Integrity in Security Management? - ✔✔-The correctness of the data Budgeting begins by identifying the key factors that restrict the growth of the company. In many cases, financial constraints determine the budget. Which of the following are the secondary budgets included in the budgeting process? - ✔✔-Production budget Sales and marketing budget Sales and marketing budget: - ✔✔-The marketing department is responsible for a large part of the process if the sales volume determines the budget. To draw a good budget, an accurate assessment and analysis of the customer, markets, sales regions, and products is essential. Administrative budgets: - ✔✔-The overhead budgets for the relevant departments such as production, sales and distribution, and research and development are determined by the user depending on the service to be provided. Cost and investment budgets: - ✔✔-The investment budget recognizes the expenditure associated with the replacement and purchase of the means of production. The investment budget may also be affected by the investment projects that are initiated in the preceding years. Production budget: - ✔✔-It provides detailed information about the following services: quantities, delivery items, person hours, and materials required. Which of the following variables support the structure of Service Level Agreement (SLA)? - ✔✔-Cultural aspects Physical aspects of the organization Which of the following processes monitors progress and escalation of incidents? - ✔✔-Incident Management Capacity management statements - ✔✔-Capacity management objectives include the development of a capacity plan. Capacity management information is gathered and maintained in the capacity management information system. Capacity management ensures that there was no unavailability because of capacity issues only. Which of the following is true about change management? - ✔✔-Low-risk changes may be preapproved. Which of the following processes are covered by Service Strategy? - ✔✔-Business Relationship Management IT Financial Management Demand Management Service Portfolio Management What are the basic steps involved in Continuity Management? - ✔✔-Prioritizing the businesses to be recovered by conducting a Business Impact Analysis (BIA). Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities, and countermeasures for each service. Evaluating the options for recovery. Producing the Contingency Plan. Testing, reviewing, and revising the plan on a regular basis. Which of these statements is correct when referring to the service desk? - ✔✔-The service desk should act as the single point of contact for the IT department. The service desk is involved with the incident management and request fulfillment processes. The aim of Release Management is to deliver, distribute, and track the changes in a release into the live environment. Which of the following approaches are used for release? - ✔✔-Phased approach Big Bang approach Push approach Which is the correct order of these concepts in the knowledge structure, beginning with the least context and understanding and finishing with the greatest? - ✔✔-Data, information, knowledge, wisdom Which of the following are the primary elements that create value for customers? - ✔✔-Utility and Warranty Which one of these statements best describes the service knowledge management system? - ✔✔-A set of tools and databases used to manage knowledge and information Which of the following ensures that the service provider has, at all times, sufficient capacity, so that the current and the future needs of the customer get fulfilled? - ✔✔-Capacity Management The CEO of uCertify Inc calls the service desk and reports that the system is running slow. He inquires whether he can be given a different PC, the same as that of his colleague's, which is a lot faster. Which of the following terms is applicable to this situation? - ✔✔-Incident Which of the following develops an understanding of the responsibilities of the service provider and the customers through negotiations and Service Level Agreements (SLAs)? - ✔✔-Service Level Management Which of the following have to be established at each level, strategic goals and objectives, tactical process maturity, operational metrics, and KPIs? - ✔✔-Baselines Which of the following processes handles any new service, changes to the service catalog, or closure of services? - ✔✔-Change Management In the ITIL framework, what is a customer defined as? - ✔✔-Someone who buys goods or services Supplier Management is used to ensure that all contracts with suppliers support the needs of business, and that all suppliers meet their contractual commitments. Which of the following are the objectives of the Supplier Management process? - ✔✔-It supports in managing relationship with suppliers. It supports in managing supplier performance. It manages and maintains a supplier policy and a supporting supplier and contract database. Business Relationship Management understands the customers and their business drivers to create and maintain a good relationship between the service provider and the customer. Which of the following are the levels of participation that are needed for aligning the business and IT organization? - ✔✔- Operational Tactical Strategic Which of the following is the correct list of the three levels of a multi-level SLA? - ✔✔-Corporate, Customer, and Service Which of the following statements relate to the ISO/IEC 20000 standard? - ✔✔-It is a symbol of quality for all IT Service Management processes. It is a basic requirement for IT Service providers. It contains the scope of the Service Management plan of an organization. Which of the following is a type of service? - ✔✔-Type 1: Internal Service Provider Type 2: Shared Service Provider Type 3: External Service Provider Which of the following processes contains the Business, Service, and Component sub-processes? - ✔✔- Capacity Management Problem Management reduces the adverse impact of incidents and problems on the business that are caused due to errors in the IT infrastructure. It restricts the recurrence of incidents associated to these errors. Which of the following are the benefits of Problem Management? - ✔✔-Improved IT service quality Incident volume reduction Permanent solutions What are the three types of metrics that an organization needs to use to support CSI? - ✔✔-Technology, process, and service Which of the following includes details of the physical location of hardware covered by the release? - ✔✔-Configuration Management Database (CMDB) Which are the key concepts for consideration in the delivery of successful services? - ✔✔-People, process, product, partners Which one of these statements best describes a release unit? - ✔✔-A release unit is a portion of a service or the infrastructure that is normally released together. You are the project manager of a large project in your organization. You have been actively communicating and working with the project stakeholders. One of the outputs of the manage stakeholder expectations process can actually create new risk events for your project. Which output of the manage stakeholder expectations process can create risks? - ✔✔-Change requests "A role that is accountable for the delivery of a specific IT service." This is a definition for which of the following? - ✔✔-Service owner Which of the following sub-processes of Service Portfolio Management is used to define the overall goals that the service provider should follow in its development based on the outcome of Strategic Service Assessment? - ✔✔-Service Strategy Definition Which of the following versions of RACI includes Out of the Loop participation type? - ✔✔-RACIO Out of the Loop (or Omitted): Designating individuals or groups who are specifically not part of the task. RASCI (RASIC) - ✔✔-is an expanded version, based on the standard RACI, breaking the Responsible participation into: Responsible: Those who are responsible for the task, ensuring that it is done as per the Approver. Support: Resources allocated to Responsible. Unlike Consulted, who may provide input to the task, Support will assist in completing the task. RACI-VS (VARISC) - ✔✔-based on the standard RACI, with two additional participation types: Verifier: Those who check whether the product meets the acceptance criteria set forth in the product description. Signatory: Those who approve the Verify decision and authorize the product hand-off. It seems to make sense that the Signatory should be the party with the Accountable for its successor. RSI is a version used by the Project Management Institute: - ✔✔-Responsible: These people are the doers of the work. They must complete the task or objective or make the decision. Several people can be jointly responsible. Sponsor: This person is the owner of the work. He or she must sign off or approve when the task, objective or decision is complete. This person must make sure that responsibilities are assigned in the matrix for all related activities. There is only one person accountable, which means that the buck stops there. Informed: These people need to be kept in the picture. They need updates on progress or decision, but they do not need to be formally consulted, nor do they contribute directly to the task or decision. Configuration Management (CM) is an Information Technology Infrastructure Library (ITIL) IT Service Management (ITSM) process. CM is used for which of the following? - ✔✔-To account for all IT assets To provide precise information support to other ITIL disciplines To verify configuration records and correct any exceptions Which word will complete the following statement to provide the best description of how service operation supports the business? Service operation is the stage of the service lifecycle where the business sees the ___________ delivered by services. - ✔✔-Value Which of the following processes is responsible for low risk and frequently occurring low cost changes? - ✔✔-Request fulfillment A service must provide which of the following to deliver business value? - ✔✔-Sufficient capacity and the agreed-upon level of security Service Lifecycle has the purpose of "Planning and managing resources that are required to deploy a release into production"? - ✔✔-Service Transition Which of the following is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy? - ✔✔-Service Transition Which of the following is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy? - ✔✔-Business Continuity Strategy Which of the following assesses risks, determines costs to alleviate those risks, and prioritizes the recovery plan developed through Risk Assessment? - ✔✔-IT Service Continuity Management Which of these represents the correct sequence of the service lifecycle? - ✔✔-Service strategy, service design, service transition, service operation, continual service improvement Which of these statements about asset management and configuration management is true? - ✔✔- Configuration management may include locations and documents. Asset management considers the value of items, and configuration management considers the interdependencies between items. Asset management is concerned only with purchased items, such as hardware and software. Which process reviews operational-level agreements on a regular basis? - ✔✔-Service-level management An analysis has been done regarding the expansion of the customer information database. The result specifies that the disk capacity must be increased to contain the projected growth of the database in the near future. Which process is accountable for sharing this information on time to ensure that the available disk space is adequate? - ✔✔-Capacity Management You work as a Project Manager for uCertify Inc. You have been requested by the management to show graphical representation of roles and responsibilities of different project team members. Which of the following will you produce? - ✔✔-RACI chart In uCertify Inc, a service desk employee has been assigned a task to relocate the Sales department's workstations. In which of the following ITIL processes is this employee currently playing a role? - ✔✔- Change Management Which document refers to the steps that must be taken if there is a major gap in the projected delivery quality of a service and the actual delivery? - ✔✔-Service improvement plan Which one of these statements best reflects the purpose of continual service improvement? - ✔✔-To improve the efficiency of services and service management processes You work as a Project Manager for uCertify Inc. You are leading the analysis of a new project that may be initiated by your company. The analysis is a focus on the return on investment (ROI) for new programs that may be created if the project is initiated. What type of document are you creating for your company? - ✔✔-Business case In which system will the information regarding configuration items and service assets be held? - ✔✔- CMS Which of the following roles in Service Transition is made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties? - ✔✔-The Change Advisory Board The predicted costs and benefits of a proposed new service are documented in which of the following documents? - ✔✔-The business case Which of the following are commonly used terms when discussing service improvement outcomes? - ✔✔-Improvements Benefits Return On Investment (ROI) Value On Investment(VOI) Resources An availability plan should consider the requirements for what period? - ✔✔-For the next 12 to 18 months Which of the following statements are correct? It is the responsibility of the information security manager to: - ✔✔-Produce and maintain the information security policy. & Ensure business impact analysis and risk analysis are conducted. Which of the following phases of the Plan-Do-Check-Act methodology is used to monitor, measure, and review that the service management objectives and plans are effectively achieved? - ✔✔-Check The SVS (service value system) represents how: A) the various components and activities of the organization work together to facilitate value creation through IT-enabled services. B) processes work together to create value in the form of useful products for customers. C) various functions and processes work together to output products that are valuable to customers. D) departments within the IT service provider work together to create value for consumers. - ✔✔-the various components and activities of the organization work together to facilitate value creation through IT-enabled services. The ultimate outcome of the service value system is: A) reliable applications that enable a higher level of throughput. B) products that are delivered more frequently so the customer can benefit from added functionality. C) a value that is experienced through IT-enabled products and services. D) IT-enabled service that includes high-quality products and supporting services. - ✔✔-a value that is experienced through IT-enabled products and services. ___________ helps to codify the organization's culture and behavior, from strategic decision making to day-to-day operations. A) Continual improvement B) ITIL guiding practice C) ITIL guiding principle D) ITIL service value chain - ✔✔-ITIL guiding principle The four dimensions model is used to ensure: A) that the four steps of IT service development and provider are followed. B) a complete and profitable approach to service management. C) that the organization's SVS remains balanced and effective. D) a rational and prudent approach to IT service management. - ✔✔-that the organization's SVS remains balanced and effective. Which of the following are not parts of the four dimensions model? A) Information and technology B) Organizations and processes C) Value streams and processes D) Partners and suppliers - ✔✔-Organizations and processes Which component describes how the components and activities of an organization interact to create value through IT-enabled services? A) SWOT B) CSF C) SVS D) SIAM - ✔✔-SVS Which of the following components of the ITIL SVS enables organizations to adapt to the changing demands of stakeholders effectively, efficiently, and expediently? A) Continual improvement B) ITIL service value chain C) Governance D) ITIL guiding practice - ✔✔-ITIL service value chain All of the following are the core components of the ITIL SVS except for which one? A) Continual improvement B) ITIL decisions C) ITIL practices D) Governance - ✔✔-ITIL decisions Service management is a set of specialized organizational _____ for enabling value for customers in the form of services. A) products B) capabilities C) assets D) resources - ✔✔-capabilities A _______ is a means of enabling value co-creation by facilitating outcomes desirable to customers— without their having to manage cost and risk. A) information B) process C) service D) product - ✔✔-service Value is defined as: A) a perception that a service provider receives when the service is doing what they want. B) the perceived benefits, usefulness, and importance of something. C) a perception that is always delivered by service providers. D) quantifiable in terms of cost/benefit to the consumer. - ✔✔-the perceived benefits, usefulness, and importance of something. Service consumption includes: A) possibly supplying of goods. B) fulfillment of agreed-upon service actions. C) management of the provider's resources configured to deliver the service. D) possibly acquisitions of goods. - ✔✔-possibly acquisitions of goods. _______ are configurations of an organization's resources that are created and supplied by the organization to offer value to the organization's consumers. A) Values streams B) Processes C) Products D) Technologies - ✔✔-Products ______ is the functionality offered by a product or service to meet a particular need. A) Value co-creation B) Value C) Warranty D) Utility - ✔✔-Utility Which of the following is not a true statement about a risk? A) It makes the achievement of objectives more difficult. B) It is a possible event that could cause harm or loss. C) It implies an uncertainty of outcome. D) It measures the probability of only negative outcomes. - ✔✔-It measures the probability of only negative outcomes. Who among the following authorizes the budget for the consumed service? A) User B) Consumer C) Sponsor D) Customer - ✔✔-Sponsor A service consumer is a generic role that can include one or more specific roles, such as: A) users, customers, and sponsors. B) customer, provider, or technician. C) internal customers, external customers, and suppliers. D) suppliers, customers, and decision-makers. - ✔✔-users, customers, and sponsors. What is a tangible or intangible deliverable of an activity? A) Output B) Utility C) Value D) Outcome - ✔✔-Output Which of the following is not one of the six factors of the acronym PESTLE? A) Social B) Technical C) Political D) Economic - ✔✔-Technical According to the organizations and people dimension, when dealing with customers, staffing and training employees, and interfacing with suppliers and partners, attention should be paid to: Each correct answer represents a complete solution. Choose all that apply. A) required skills and competencies of individuals/teams. B) clear escalation paths for unresolved issues. C) leadership styles needed to lead and motivate staff. D) communication and collaboration skills. - ✔✔-required skills and competencies of individuals/teams. leadership styles needed to lead and motivate staff. communication and collaboration skills. The _______________ dimension encompasses an organization's relationships with other organizations involved in the design, development, deployment, delivery, support, and continual improvement of services. A) Organizations and people B) Value streams and processes C) Partners and suppliers D) Information and technology - ✔✔-Partners and suppliers Which of the following is not one of the four dimensions of service management? A) Value streams and processes B) Management and leadership C) Information and technology D) Partners and suppliers - ✔✔-Management and leadership A set of interrelated or interacting activities that transform inputs into outputs is known as what? A) Value B) Information C) Utility D) Process - ✔✔-Process The ____________ dimension of service management includes the elements such as formal organizational structure, roles and responsibilities, all of which are related to the creation, delivery, and ongoing improvement of service. A) information and technology B) partners and suppliers C) value streams and processes D) organizations and people - ✔✔-organizations and people Which service dimension is focused on workflow management systems? A) Organizations and people B) Information and technology C) Partners and suppliers D) Value streams and processes - ✔✔-Information and technology Which service dimension is focused on inventory systems? A) Value streams and processes B) Organizations and people C) Information and technology D) Partners and suppliers - ✔✔-Information and technology Which of the following is the key characteristic of cloud computing? A) Network access B) On-demand availability C) Rapid elasticity D) All of these - ✔✔-All of these Which of the following is not a correct statement regarding the adoption of a cloud computing model? A) Increases the need for infrastructure management expertise and service provider resources B) Shifts the focus of service monitoring and control from the in-house infrastructure to a partner's services C) Introduces stricter requirements for network availability and security D) Replaces some infrastructure previously managed by the service provider with a partner's cloud service - ✔✔-Increases the need for infrastructure management expertise and service provider resources A method that involves the use of a specially established integrator to ensure the proper coordination of service relationships is known as __________. A) SWOT B) PESTLE C) SIAM D) SVS - ✔✔-SIAM Which of the following dimensions is concerned with how an organization's various parts work in an integrated and coordinated way to enable value creation via products and services? A) Partners and suppliers B) Value streams and processes C) Organizations and people D) Information and technology - ✔✔-Value streams and processes The output of the SVS (service value system) is _______. A) opportunity B) demand C) practice D) value - ✔✔-value In the optimize and automate principle, the purpose of automation is to: A) automate everything possible, no matter what the process or activity. B) use technology to perform a series of steps correctly and consistently to limit or eliminate human intervention. C) make something as effective and useful as it needs to be. D) recognize the complexity of the systems. - ✔✔-use technology to perform a series of steps correctly and consistently to limit or eliminate human intervention. Which of the following represents the potential to add value for customers and other stakeholders, or improve the organization? A) Opportunity B) Service C) Process D) Demand - ✔✔-Opportunity Which guiding principle stresses that "if a process, service, action, or metric fails to provide value or produce a useful outcome, then eliminate it"? A) Keep it simple and practical. B) Progress iteratively with feedback. C) Focus on value. D) Optimize and automate. - ✔✔-Keep it simple and practical. Use of the guiding principles can best be described by which of the following statements? A) These are proven steps any organization can take to reduce costs, improve efficiency, and quality. B) Each guiding principle mandates specific actions to be taken to remedy a situation. C) Every organization should select one of the principles to adopt for guidance in all circumstances. D) These are principles that can guide an organization in all circumstances. - ✔✔-These are principles that can guide an organization in all circumstances. The six value chain activities are to plan, improve, design and transition, deliver and support, obtain/build, and _______. A) engage B) evaluate C) monitor D) implement - ✔✔-enagage What is the key message of the progress iteratively with feedback principle? A) To consider what is already available instead of starting from scratch B) To resist the temptation to do everything at once C) To ensure that no service, practice process, department, or supplier stands alone D) To always use the minimum number of steps necessary to accomplish an objective - ✔✔-To resist the temptation to do everything at once Governance is realized through which of the following activities? A) Evaluation, implementation, planning B) Implementation, execution, controlling C) Communication, execution, direction D) Evaluation, direction, and monitoring - ✔✔-Evaluation, direction, and monitoring Governance is a key component of: A) the service value chain. B) the service value system. C) good service management. D) the four dimensions of service management. - ✔✔-the service value system. Which of the following guidelines (advice) should not be taken into consideration for ensuring a principle to be simple and practical? A) Complexity is the best route to achieving quick wins. B) Do fewer things, but do them better. C) Respect the time of the people involved. D) Ensure that there's value. - ✔✔-Complexity is the best route to achieving quick wins. ______________ is the ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change. A) Organizational resilience B) Organizational agility C) Organizational governance D) Organizational value - ✔✔-Organizational resilience The key message of the guiding principle of thinking and working holistically is that: A) organizations must maximize the value of the work carried out by their human and technical resources. B) to resist the temptation to do everything at once. C) no service, practice process, department, or supplier stands alone. D) to always use the minimum number of steps necessary to accomplish an objective. - ✔✔-no service, practice process, department, or supplier stands alone. Which of the following guiding principles analyzes the existing state and focus on identifying what can be re-used to be helpful in creating the new state? A) Start where you are B) Think and work holistically C) Collaborate and promote visibility D) Focus on value - ✔✔-Start where you are Which value chain activity provides the requirements and specifications for obtain/build? A) Engage B) Design and transition C) Obtain/build D) Deliver and support - ✔✔-Design and transition Which of the following is not one of the elements of the acronym SMART? A) Resilience B) Measurable C) Specific D) Time-bound - ✔✔-Resilience When using the service value chain, all incoming and outgoing interactions with parties external to the value chain are performed via which of the following activities? A) Plan B) Engage C) Obtain/build D) Improve - ✔✔-Engage The purpose of the engage value chain activity is to: A) ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. B) ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management throughout the organization. C) provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders. D) ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations. - ✔✔-provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders. Which one of the following is not an activity of the service value chain? A) Improve B) Plan C) Engage D) Optimize - ✔✔-Optimize What is the last step of the continual improvement model? A) How do we get there? B) Where are we now? C) Where do we want to be? D) How do we keep the momentum going? - ✔✔-How do we keep the momentum going? The ITIL service value chain includes _____ value chain activities that lead to the creation of products and services and, in turn, value. A) six B) seven C) four D) five - ✔✔-six All of the following are the key inputs of the plan activity except for which one? A) Strategic, tactical, and operational plans B) Knowledge and information about third-party service components from engage C) Consolidated demands and opportunities provided by engage D) Policies, requirements, and constraints provided by the organization's governing body - ✔✔-Strategic, tactical, and operational plans The purpose of the obtain/build value chain activity is to ensure: A) continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. B) a shared understanding of the vision, current status, and improvement direction for all four dimensions of service management throughout the organization. C) service components are available when and where they are needed, and that they meet agreed specifications. D) products and services continually meet stakeholder expectations for quality, costs, and time to market. - ✔✔-service components are available when and where they are needed, and that they meet agreed specifications. Which value chain activity identifies and provides service components? A) Obtain/build B) Improve C) Engage D) Deliver and support - ✔✔-Obtain/build In response to the question How do we keep the momentum going?, an organization should: A) check the destination of the journey to ensure it was correct. B) create a plan for addressing the challenges of the initiative. C) use organizational change management to embed the changes into the organization. D) ensure visibility and awareness of the initiative to all stakeholders. - ✔✔-use organizational change management to embed the changes into the organization. Which of the following value chain activities ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market? A) Obtain/build B) Design and transition C) Engage D) Improve - ✔✔-Design and transition The first step of the continual improvement model is to: A) define the vision for the initiative. B) provide a current state assessment for the initiative. C) take action to avoid delaying the improvement. D) design a plan on how to get there. - ✔✔-define the vision for the initiative. All of the following are the outputs of the improve activity except for which one? A) New and changed products and services for delivery and support B) Value chain performance information for plan and the governing body C) Service performance information for design and transition D) Contract and agreement requirements for engage - ✔✔-New and changed products and services for delivery and support Which of the following is a financially valuable component that can contribute to the delivery of an IT product or service? A) Event B) Error control C) Incident D) Asset - ✔✔-Asset To track and manage improvement ideas from identification through to final action, organizations use a database or structured document called a(n) _______. A) CIR B) SWOT C) SVS D) SIAM - ✔✔-CIR A service-level agreement should include: A) details of the component-based metrics used. B) legal language so that there can be no misunderstanding between parties. C) a technical description of the service components. D) clearly defined service outcomes. - ✔✔-clearly defined service outcomes. An ______ is an unplanned interruption to a service or reduction in the quality of a service. A) event B) asset C) incident D) error control - ✔✔-incident In which of the following approaches are the new/changed components deployed to just part of the production environment at a time? A) Pull B) Continuous delivery C) Phased D) Big bang - ✔✔-Phased Which practice provides a single point of contact for users? A) Incident management B) Service desk C) Change management D) Relationship management - ✔✔-Service Desk Which of the following measures how quickly service is restored after a failure? A) CIR B) MTBF C) MTRS D) SIAM - ✔✔-MTRS What is the maximum agreed-upon time within which a product or activity must be resumed, or resources must be recovered? A) RTO B) BIA C) DRP D) RPO - ✔✔-RTO ___________ is the ability of an IT service or other configuration items to perform its agreed function when required. A) Availability B) Business analysis C) Service design D) Service desk - ✔✔-Availability The purpose of the service desk practice is to: A) ensure risks are identified and assessed to maximize the number of successful changes. B) reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents. C) optimize the relationship with customers and users. D) capture demand for incident resolution and service requests. - ✔✔-capture demand for incident resolution and service requests. All of the following are events except for which one? A) Warning B) Exception C) Acceptance D) Informational - ✔✔-Acceptance Which of the following is not a technical management practice? A) Deployment management B) Capacity and performance management C) Software development management D) Infrastructure and platform management - ✔✔-Capacity and performance management Service requests are: A) requests from users to address specific issues with disruptions or degradation in service quality. B) unusual events that require attention. C) requests to enhance the functionality of a given application. D) a normal part of service delivery. - ✔✔-a normal part of service delivery. What does a SWOT analysis refer to? A) Scope, weaknesses, opportunities, and threats B) Scope, waiting, open, and team work C) Scope, weaknesses, opportunities, and timely risks D) Strengths, weaknesses, opportunities, and threats - ✔✔-Strengths, weaknesses, opportunities, and threats Which technique ensures that security incidents don't occur? A) Mitigation B) Prevention C) Detection D) Correction - ✔✔-Prevention Error control activities manage known errors—problems in which: A) the workaround is established, and sufficient data has been gathered on the problem. B) information about the problem is published to all stakeholders. C) the initial analysis has been completed. D) one or more incidents are linked to the problem record. - ✔✔-the initial analysis has been completed. The purpose of supplier management is to: A) ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. B) coordinate the planning, development, delivery and support of live operational services with key stakeholders. C) ensure that accurate and reliable information is available when and where needed on supplier services and components. D) align the organization's practices and services with changing business needs through the ongoing identification of improvement opportunities. - ✔✔-ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. What is the purpose of the service continuity management? A) Ensure that the availability and performance of a service are maintained at sufficient levels in case of disaster. B) Ensure that accurate and reliable information about the configuration of services. C) Make new and changed services and features available for use. D) Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents. - ✔✔-Ensure that the availability and performance of a service are maintained at sufficient levels in case of disaster. What is the purpose of relationship management practice? A) Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. B) Maximize the number of successful service and product changes by ensuring that risks are properly assessed, authorizing changes to proceed, and managing the change schedule. C) Ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way. D) Ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. - ✔✔-Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. Problem management involves three distinct phases except for which one? A) Error control B) Problem control C) Problem identification D) Error correction - ✔✔-Error correction Which of the following is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services? A) Change B) Event C) Asset D) Incident - ✔✔-Change Resource Capacity Management - ✔✔-Sub-processes of Capacity Management that is concerned with the management of the individual components of the IT Infrastructure. ITIL Core - ✔✔- Standards, internal experience, and education - ✔✔-Sources of service management best practices. Restore normal service operation as quickly as possible. - ✔✔-Key purpose of incident management CSI Approach - ✔✔-Used to manage improvement activity in line with business requirements. Financial Analysis - ✔✔-Contains information on the costs for providing services and provides insight into the profitability of services and customers. Batch turnaround times, service availability, and mutual responsibilities. - ✔✔-Contents included in the Service Level Agreement Determines upgrade plans, ensures effective service level management, and aligns equipment. - ✔✔- Strategic objectives of Capacity Management ABA, ASA, TSF, FCR, TAT - ✔✔-Cases that metrics commonly agreed on Capacity Management - ✔✔-Offers insight, using modeling activity, into trends that might cause performance problems in the future. RACI Chart - ✔✔-Shows each team member's work assignment with a simple legend Can be used for a service provided to monitor service management processes, an organization needing assurance of fulfillment of the service requirements, and for a service provided to improve design of SMS - ✔✔-Benefits of the ISO/IEC 20000-1 standard. Access Management - ✔✔-Involves Identify and Rights Problem Management - ✔✔-Used to provide change proposals in order to eliminate structural errors. Remediation Planning - ✔✔-Which stage of the Change Management process is used to deal with what should be done if the change is not successful? Virtual, Local, Centralized - ✔✔-Which of the following are the approaches of Service Desk? Service Operation - ✔✔-Event Management, Problem Management, Access Management, and Request Fulfillment are part of which of the following stages of the Service Lifecycle? Service Asset and Configuration Management - ✔✔-Which of the following processes is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the Information Technology (IT) infrastructure? Provides good basis for improving service processes, enables better handling and adjustment of capacity, and improves utility of services. - ✔✔-Why should a user Automate Service Management Processes? Management & Planning - ✔✔-Which of the following activities of Configuration Management defines the location of storage areas and libraries that contain hardware, software, and documentation? Proposals will be for major changes, must be classified once received, and can only be submitted by a limited number of employees. - ✔✔-Which of the following statements are true about a Change Proposal? Business and Technical Service catalogs - ✔✔-Service Level Management makes sure that a Service Catalog is produced and maintained. Which of the following are the aspects of the Service Catalog? Level of availability, changes per period, incidents resolved. - ✔✔-What aspects would you expect to see in a Service Level report designed for the users? Service - ✔✔-A way of delivering value to customers by facilitating outcome that customers wish to get without the control of specific costs and risks. Composing service catalog, monitor service levels, review service levels. - ✔✔-Which of the following are the activities of Service Level Management UK - ✔✔-Who "owns" ITIL Operational Level Agreement - ✔✔-Describes the responsibilities of each internal support group towards the other support groups, including the process and time-frame for delivery of their services. Communication, preparation, training, design, building, and configuration. Also release policy and planning. - ✔✔-Which of the following are the activities of Release Management? Incident detection, recording, resolution, recovery, and closure. - ✔✔-Basic steps of Incident Management True - ✔✔-(T/F) The CSI approach can be applied to the improvement of all processes. Standard, Normal, Emergency - ✔✔-The basic change models that are included in service transitions. Risk Management - ✔✔-Used to identify, document, analyze, and mitigate against the likelihood of potential impact to a service. 2 & 3 - ✔✔-Which of these are correct? 1.) The customer's perspective is unimportant when measuring service performance. 2.)Nothing should be included in an SLA unless it can be effectively monitored and measured. 3.)Performance measures should include subjective and objective measures. Known Error - ✔✔-Status of the problem if its root cause has been successfully diagnosed. Used to verify configuration records, reports all IT assets and configurations, and provides sound basis for other Management principles. - ✔✔-Goals of Configuration Management Assess risks and costs, translates recovery requirements, and works with BCM/SLM - ✔✔-Activities of IT Service Continuity Management Capacity Management - ✔✔-Involves monitoring patterns of business activity Analyzing Trends - ✔✔-A part of Proactive Problem Management Request Fulfillment - ✔✔-Process for managing the requests from users to the IT department Introduction, Methods, Business Impact, Risks, Recommendations - ✔✔-Parts of a typical business case structure. Problem management is an important process in the service operation lifecycle stage. How does the process define a problem? - ✔✔-A problem is the unknown, underlying cause of one or more incidents What involves monitoring patterns of business activity? - ✔✔-Capacity management Who "owns" ITIL? - ✔✔-The U.K. government What are three of the best practices in service management? - ✔✔-1. Proprietary knowledge 2. Industry standards 3. Document classification _____ is used to identify, document, analyze, and mitigate against the likelihood of potential impact to a service. - ✔✔-Risk Management What are the five parts of a typical business case structure? - ✔✔-1. Introduction 2. Methods 3. Business impacts 4. Risks and contingencies 5. Recommendations Which of the following contains information on the costs for providing services and provides insight into the profitability of services and customers? - ✔✔-Financial Analysis What aspects would you expect to see in a Service Level report designed for the users? - ✔✔-1. The successful and backed out changes per period 2. The level of availability realized and the time not available per period 3. The percentage of incidents resolving within the target The Service Level manager requires an agreement that describes the responsibilities of each internal support group towards the other support groups, including the process and time-frame for delivery of their services. What agreement can be used to meet this requirement? - ✔✔-Operational Level Agreement Service based Service Level Agreement is used when the requirements of the IT service vary little between customers. Name three things that are included in the SLA. - ✔✔-1. Batch turnaround times 2. Service availability 3. Mutual responsibilities Service Level Management focuses on the service management depending on the tangible records of services, service level targets, and the characteristics of the workload. What are some activities of Service Level Management? - ✔✔-1. Composing a service catalog 2.Provide escalating incidents to other teams in order to ensure timely resolution 3. Reviewing service levels What are the various activities of Service level management? - ✔✔-1. Composing a service catalog 2. Agrees on the service provided 3. Monitoring the service levels 4.Provide reporting on results 5. Reviewing service levels Service Level Management makes sure that a Service Catalog is produced and maintained. What are the main aspects of the Service Catalog? - ✔✔-Business & Technical Service Catalog Which sub-process of Capacity Management is concerned with the management of the individual components of the IT Infrastructure? - ✔✔-Resource Capacity Management What are the strategic objectives of Capacity Management? - ✔✔-1. To determine upgrade plans in order to ensure accurate and timely procurement 2. To ensure effective service level management. 3. To align equipment according to business need, supply, and demand. Which of the ITIL processes offers an insight into trends that might cause performance problems in the future? - ✔✔-Capacity Management What are three activities of IT Service Continuity Management? - ✔✔-1. It works with BCM and SLM for the purpose of determining potential issues and recovery requirements via BIA 2. It assess risks, determines costs to alleviate those risks, and prioritizes the recovery plan that is to be developed through a Risk Assessment 3. It translates recovery requirements into infacstructure options and data storage requrements Why should a user Automate Service Management Processes? - ✔✔-1. It improves utility and warranty of services 2. It makes adjustment of capacity of automated resources easier 3. It enables automated resources to better handle capacity 4. It provides a good basis for measuring and improving service processes Your project team has members from all departments within the organization, and each team member has a number of activities to complete each week to contribute to the project. Management would like you to create a chart to show each project team member's work assignment using a simple legend. What type of chart is management asking you to create? - ✔✔-RACI Chart What are the basic change models that are included in service transitions? - ✔✔-1. Standard change model 2. Normal change model 3. Emergency change model What three things are true about a Change Proposal? - ✔✔-1. The purpose of a change proposal is to communicate a proposed major change and assess its risk 2. A change proposal will only be generated through a pre-defined procedure by a limited number of employees 3. When a change proposal has been received it has to be classified Which stage of the Change Management process is used to deal with what should be done if the change is not successful? - ✔✔-Remediation Planning What process is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the IT infrastructure? - ✔✔-Service Asset and Configuration Management Configuration Management process supports the other Service Management processes by managing the service assets and Configuration Items. What are the goals of Configuration Management? - ✔✔-1. To report for all the IT assets and configurations within the org and its services 2. To provide a sound basis for Incident Management, Problem Management, Change Management, and Release Management 3. To verify the configuration records against the infrastructure and for correcting any exception Which of the activities of Configuration Management defines the location of storage areas and libraries that contain hardware, software, and documentation? - ✔✔-Management and Planning The objective of Release Management is to deliver, distribute, and track changes of a release into the live environment. What are the activities of Release Management? - ✔✔-1. Design, building, and configuration 2. Release policy and planning 3. Communication, preparation, and training Event Management, Problem Management, Access Management, and Request Fulfillment are part of what stage of the Service Lifecycle? - ✔✔-Service Operation The Service Desk supports the provision of services that are agreed by assuring access to the IT organization and providing a range of support activities. What are the approaches of Service Desk? - ✔✔-1. Centralized Service Desk 2. Virtual Service Desk 3. Local Service Desk In the ITIL guidance on incident management, what is one of the key purposes of the incident management process? - ✔✔-The purpose of incident management is to restore normal service operation as quickly as possible What will be the status of the problem if its root cause has been successfully diagnosed? - ✔✔-Known Error Which ITIL process is used to provide change proposals in order to eliminate structural errors? - ✔✔- Problem Management Which of the following are the basic steps of Incident Management? - ✔✔-1. Incident detection and recording 2. Treatment and analysis 3. Incident closure Which task is a part of Proactive Problem Management? - ✔✔-Analyzing trends What is meant by the term request fulfillment in the ITIL framework? - ✔✔-Request fulfillment is a process for managing the requests from users to the IT department Which process is used to involve Identity and Rights as the two major concepts? - ✔✔-Access Management What is the continual service improvement (CSI) approach? - ✔✔-The CSI approach is used to manage improvement activity in line with business requirements Which of the following are the benefits of the ISO/IEC 20000-1 standard? - ✔✔-1. It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled 2. It is used to document a policy manual and determine and maintain the necessary infrastructure in order to ensure quality and customer property protection requirements 3. It can be used for a service provider to improve the design, transition, delivery and improvement of services by proper implementation and operation of the service management system (SMS) In what situation is CSI applicable? - ✔✔-The CSI approach can be applied to the improvement of all processes What are the challenges that differentiate services from other systems of value creation? - ✔✔-1. Intangible nature of the output and intermediary products of service processes 2. Demand is tightly coupled with customer's assets 3. High-level of contact for producers and consumers of services 4. Perishable nature of service output and service capacity Which IT Service delivering basic outcomes is required by one or more customers? - ✔✔-Core Service What are the three valid service provider types according to ITIL? - ✔✔-1. Internal 2. Shared services 3. Fully outsourced What are the elements of a service's business value from the customers' perspective? - ✔✔-Utility & Warranty Which volume provides guidance on clarification and prioritization of service-provider investments in services? - ✔✔-Service Strategy What are the three phases in the Service Portfolio? - ✔✔-1. Service pipeline 2. Service catalog 3. Retired services Which secondary budget is used to provide detailed information about the following services: quantities, delivery items, man hours, and materials required? - ✔✔-Production Budget What are the responsibilities of Business Relationship Management? - ✔✔-1. The service provider should analyze the record of complaints periodically in order to identify trends and reports 2. The compliments regarding the service should be documented and reported to the service delivery team What value does service design provide for the business? - ✔✔-Services are delivered effectively and aligned to business needs What is an agreement between an IT service provider and another part of the same organization? - ✔✔- Operational level agreement (OLA) An assistant from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP system. In which document will you most probably find this information? - ✔✔-Service level agreement (SLA) What are the features of Service based SLA? - ✔✔-1. Information is measurable 2. The language is clear and concise 3. Provides one service for all customers of that service What is the contract between an IT service provider and a third party? - ✔✔-Underpinning Contract (UC) What does a service catalog contain? - ✔✔-Details of all services currently available to the users A service catalog provides the detailed description of the operational services in the language that the customer can understand. Which of the following are the features of a service catalog? - ✔✔-1. It includes a summary of the associated service levels that are provided to the customers by the IT org 2. It serves as an important communication tool 3. It facilitates the alignment process between service customers and service providers Which of these statements is correct? 1. Mean time between failures is a measure of service uptime. 2. Mean time to restore service is a measure of service downtime. - ✔✔-Both Where are supplier information and performance reports, along with contractual information, held? - ✔✔-Supplier and contract management information system _____ is defined as the process of making modifications so as to utilize the identified areas of the current infrastructure in a better way? - ✔✔-Tuning _____ is used to make the most efficient use of data supplied by Demand Management? - ✔✔-Capacity management ITSCM is used to support the overall BCM in order to ensure that the required IT infrastructure and the IT service provision are recovered within an agreed business time scales. What are the benefits of implementing ITSCM? - ✔✔-1. It minimizes disruption in IT services following a major interruption or disaster 2. It minimizes costs related to recovery plans using proper proactive planning and testing 3. It prioritizes the recovery of IT services by working with BCM and SLM The responsibility assignment matrix is known as a RACI matrix. The acronym RACI contains four key responsibilities. What are those responsibilities? - ✔✔-1. Responsible 2. Accountable 3. Consulted 4. Informed What are two of the things change management should be responsible for doing? - ✔✔-1. Adopting a set of standardized methods and procedures 2. Ensuring that business risk is reduced _____ administers each release via a request for change to ensure that there is authorizing, scheduling, and correct implementing of the group of changes in a release? - ✔✔-Change Management 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 change to an existing service 4. Planning a technology refresh or software upgrade Documentation is a way to communicate information and share knowledge. What are the features of documentation? - ✔✔-1. Supports in the improvement of the performance of an organization. 2. Develops a common understanding across process fields. Release Management is used to implement a group of related and compatible Configuration Items into a batch, known as a release. What are the objectives of Release Management? - ✔✔-1. To plan the successful roll-out of software and associated hardware 2. To make sure that master copies of all software are secure and there is updated Configuration Management Database (CMDB) 3. To handle customer expectations The service operation lifecycle stage has a number of key objectives. What is one of the key objectives of service operation? - ✔✔-Service operation should ensure the dayto-day service is delivered according to the agreed-on requirements of the business _____ is responsible for producing a RFC output - ✔✔-Problem Management Which of the following is the output of the Problem Management process? - ✔✔-1. Resolve root cause of incidents 2. Known error records 3. RFC's 4. Problem records In _____ the incident manager must resolve a problem if the service desk is unable to resolve the incident in the first instance. - ✔✔-Hierarchical escalation In which record is a workaround likely to be captured? - ✔✔-Known Error Record _____ is responsible for sourcing and delivering components of requested standard services? - ✔✔- Request Fulfillment What is the purpose of the Continual Service Improvement (CSI) stage of the service lifecycle? - ✔✔-The CSI stage manages the improvements between project management and live operational services What is the objective of the ISO/IEC 20000 management? - ✔✔-It is used to provide a management system along with policies and a framework, so that there can be effective management and accomplishment of all IT services. _____ is a process improvement approach that provides organizations with the essential elements for effective process improvement and guides process improvement across a project, a division, or an entire organization. - ✔✔-Capability Maturity Model Integration Continual Service Improvement (CSI) aligns and realigns IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. For things to change efficiently, it is preeminent to follow a rigid set of simply repeatable steps. By following a structured process, slowly but gradually, a slight improvement is sensed as each step has taken place. Give the CSI 7-step improvement process in the correct order. - ✔✔-1. Define what should be measured 2. Define what can be measured 3. Gather the Data 4. Process the data 5 .Analyz the data 6. Present and use the information 7. Implement corrective action A service must provide which of the following to deliver business value? - ✔✔-Sufficient capacity and the agreed-upon level of security What are the three types of business models followed by ITIL? - ✔✔-1. Internal Service Provider 2. Shared Service Provider 3. External Service Provider In the ITIL framework, what is a customer defined as? - ✔✔-Someone who buys goods or services Which of the following are the primary elements that create value for customers? - ✔✔-Utility and Warranty Which processes are covered by Service Strategy? - ✔✔-1. Service portfolio management 2. Demand management 3. IT Financial management 4. Business relationship management _____ is used to define the overall goals that the service provider should follow in its development based on the outcome of Strategic Service Assessment? - ✔✔-Service Strategy Budgeting begins by identifying the key factors that restrict the growth of the company. In many cases, financial constraints determine the budget. What are the secondary budgets? - ✔✔-1. Production budget 2. Sales and marketing budget Business Relationship Management understands the customers and their business drivers to create and maintain a good relationship between the service provider and the customer. What are the levels of participation that are needed for aligning the business and IT organization? - ✔✔- 1. Strategic 2. Tactical 3. Operational Which are the key concepts for consideration in the delivery of successful services? - ✔✔-1. People 2. Process 3. Product 4. Partners _____ develops an understanding of the responsibilities of the service provider and the customers through negotiations and SLAs? - ✔✔-Service Level Management What are the three levels of a multi-level SLA? - ✔✔-1. Corporate 2. Customer 3. Service What are some of the variables that support the structure of SLA? - ✔✔-1. Physical aspects of the organization 2. Cultural Aspects 3. Incident Notifications _____ describes the basic concept of Integrity in Security Management? - ✔✔-The correctness of data Supplier Management is used to ensure that all contracts with suppliers support the needs of business, and that all suppliers meet their contractual commitments. What are some of the objectives of the Supplier Management process? - ✔✔-1. It supports in managing supplier performance 2. It supports in managing relationship with suppliers 3. It manages and maintains a supplier policy and a supporting supplier and contract database _____ ensures that the service provider has sufficient capacity, so that the current and the future needs of the customer get fulfilled. - ✔✔-Capacity Management What are the basic steps involved in Continuity Management? - ✔✔-1. Prioritizing the businesses to be recovered by conducting a BIA 2. Performing a Risk Assessment for each of the IT Services to identify the assets, threats, vulnerabilities, and countermeasures for each service 3. Evaluating the options for recovery 4. Producing the contingency plan 5. Testing, reviewing, and revising the plan on a regular basis _____ is a role that is accountable for the delivery of a specific IT service. - ✔✔-Service owner What version of RACI includes Out of the Loop participation type? - ✔✔-RACIO What type of changes may be pre-approved in the change management process? - ✔✔-Low-risk changes Which process handles any new service, changes to the service catalog, or closure of services? - ✔✔- Change Management You are the project manager of a large project in your organization. You have been actively communicating and working with the project stakeholders. One of the outputs of the manage stakeholder expectations process can actually create new risk events for your project. Which output of the manage stakeholder expectations process can create risks? - ✔✔-Change Requests Configuration Management (CM) is an ITIL ITSM process. What are three things that CM is used for? - ✔✔-1. Account for all IT assets 2. Provide precise information support to other ITIL disciplines 3. Verify configuration records and correct any exceptions The _____ includes details of the physical location of hardware covered by the release. - ✔✔- Configuration Management Database (CMDB) What is the service knowledge management system? - ✔✔-A set of tools and databases used to manage knowledge and information What is a release unit? - ✔✔-A release unit is a portion of a service of the infrastructure that is normally released together The aim of Release Management is to deliver, distribute, and track the changes of a release into the live environment. What are the approaches used for release? - ✔✔-1. Big Bang approach 2. Phased approach 3. Push approach Service operation is the stage of the service lifecycle where the business sees the _____ delivered by services. - ✔✔-Value What are two of the main duties of the service desk? - ✔✔-1. The service desk should act as the single point of contact for the IT department 2. The service desk is involved with the incident management and request fulfillment process Problem Management reduces the adverse impact of incidents and problems on the business that are caused due to errors in the IT infrastructure. What are the benefits of Problem Management? - ✔✔-1. Improved IT service quality 2. Incident volume reduction 3. Permanent solutions Your CEO calls the service desk and reports that the system is running slow. He inquires whether he can be given a different PC, the same as that of his colleague's, which is a lot faster. What term is applicable to this situation? - ✔✔-Incident What process monitors progress and escalation of incidents? - ✔✔-Incident Management Give three of the facts you need to know for this cert about capacity management. - ✔✔-1. Capacity management objectives include the development of a capacity plan 2. Capacity management information is gathered and maintained in the capacity management information system 3. Capacity management ensures that there was no unavailabitlity because of capacity issues only What process is responsible for low risk and frequently occurring low cost changes? - ✔✔-Request Fulfillment What are the three types of metrics that an organization needs to use to support CSI? - ✔✔-1. Technology 2. Process 3. Service Give three true statements relate to the ISO/IEC 20000 standard? - ✔✔-1. It is a basic requirement for IT service providers 2. It is a symbol of quality for all IT service management processes 3. It contains the scope of the service management plan of an org What has to be established at each level, strategic goals and objectives, tactical process maturity, operational metrics, and KPIs? - ✔✔-Baselines What is the correct order the concepts in the knowledge structu [Show More]

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