SACM? Q6. What is an OLA? Q7. Why do we need CSFs? Q8. When would we create a Service Design Package? Q9. What type of information would you store in the Service Catalogue? Q10. Can you give an example of a policy? Q11. Why would you use Change Management? Q12. What are the steps you would follow when a Change Request comes in? Q13. What information would you attach to a Release Policy? Q14. What inputs do we need before we can being testing a service? Q15. Can you name
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of fixing the issues‚ they are required to make necessary changes False 9. Access Management process is subset of the Availability Management process‚ whose objective is to ensure that all those authorized should have access to the documents and information: False 10. Service Operations team is accountable to find CI discrepancies while working on day to day basis False 11. Knowledge Base and Known Error Database is same False ITIL 1. ITIL is compliant to following ISO models: None of the above 2
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What is ITIL? Good advice about how to manage IT services Advice on managing projects Advice on the technical requirements for infrastructure Rules for achieving recognized IT standards Explanation: Answer option A is correct. ITIL is a framework of best practice advice based on processes for the management of IT services that provide value to the business. Chapter: Service Management as a Practice Which of these is not a characteristic of a process? Responds to a trigger Delivers
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unauthorized access to data? A. IT service continuity management B. Availability management C. Release management D. Security management Answer: D QUESTION NO: 3 Which ITIL process or which ITIL department has responsibilities that include distributing information to users? A. Change management B. Service desk C. Customer relationship management D. Incident Management Answer: B QUESTION NO: 4 Where are activities documented with the aim of improving an IT service? A. Service Quality Plan (SQP) B. Service
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capacity to meet variations in demand (2)manage the level of demand using marketing strategies ➢ Services are perishable; ➢ Most acute among services are process people or physical possessions ➢ These services affects labor-intensive‚ information-processing‚ services that face cyclical shifts in demand ➢ Effective use of productive capacity is one of the secrets of success in such businesses ➢ The search for productivity must not be allowed to undermine service quality and degrade
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Professional Qualifications for ITIL® PRACTICES FOR SERVICE MANAGEMENT The ITIL Foundation Certificate in IT Service M anagement SYLLABUS © AXELOS Limited 2013 All rights reserved. Reproduction of this material requires the permission of AXELOS Limited. The sw irl logo™ is a trade mark of AXELOS Limited ITIL® is a registered trade mark of AXELOS Limited Version 5.5 (Status – Liv e) The ITIL Foundation Certificate Syllabus v5.5 – January 2013 Page 1 of 11 THE ITIL FOUNDATION
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responsible for determining the hardware necessary in order to support an application. A) Capacity Management Q) An analysis has been made regarding the expansion of the customer information db. The result indicates that the mainframe disk capacity must be increased. Which process is responsible for sharing this information on time? A) Capacity Management Q) Which ITIL process is responsible for analyzing risks and counter measures? A) IT service continuity management Q) Which ITIL process
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Chartered IT Professional Breadth of Knowledge Test Syllabus BCS The Chartered Institute for IT Enabling the information society Version 1.3 20/11/09 1 Chartered status BoK syllabus The purpose of the Breadth of Knowledge test is to assess that the applicant has gained a basic level of knowledge‚ awareness and understanding of a broad range of topics as part of the overall requirements needed to obtain Chartered IT Professional status. Applicants will be assessed at an awareness
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1. Which of the following is the correct definition of the service catalog? A database or document with information about all live IT services 2. Which of the following is included in a service catalog? 1. Customer-facing services 2. Strategic services 3. Supporting services 4. Retired services 1 and 3 3. Which of the following statements about the service catalog is true? 1. The service catalog forms part of the service portfolio. 2. The service portfolio forms part of the service catalog
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Scenario One Which one of the following statements about the SWOT analysis BEST reveals its usefulness in identifying the current gaps in the ability of IT to support the corporate objectives? • The SWOT analysis does not reveal useful information in its current state as it was conducted before a desired end-state for IT was defined and agreed IT opportunities have been confused with IT strategies The SWOT analysis should be repeated once the IT objectives have been aligned with the new
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