Topic 3: Volume C
Access management is closely related to which other process?
A.
Capacity management only
B.
3rd line support
C.
Information security management
D.
Change management
Information security management
Which one of the following is an objective of service transition?
A.
Which one of the following is an objective of service transition?
B.
To ensure that service changes create the expected business value
C.
To minimize the impact of service outages on day-to-day business activities
D.
To plan and manage entries in the service catalogue
To ensure that service changes create the expected business value
Which processes are responsible for the regular review of underpinning contracts?
A.
Supplier management and service level management
B.
Supplier management and change management
C.
Availability management and service level management
D.
Supplier management and availability management
Supplier management and service level management
Which one of the following statements BEST describes a definitive media library (DML)?
A.
A secure location where definitive hardware spares are held
B.
A secure library where definitive authorized versions of all media configuration items
(CIs) are stored and protected
C.
A database that contains definitions of all media CIs
D.
A secure library where definitive authorized versions of all software and back-ups are
stored and protected
A secure library where definitive authorized versions of all media configuration items
(CIs) are stored and protected
Which process has the purpose to ensure that, by managing the risks which could seriously
affect IT services, the IT service provider can always provide minimum agreed businessrelated
service levels?
A.
Change management
B.
IT service continuity management
C.
Financial management for IT services
D.
Service catalog management
IT service continuity management
http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Design (See IT
service continuity management)
A known error has been created after diagnosis of a problem was complete but before a
workaround has been found. Is this a valid approach?
A.
Yes: for information purposes, a known error record can be created at any time it is
prudent to do so
B.
No: the Known Error should be created before the problem is logged
C.
No: a known error record is created when the original incident is raised
D.
No: a known error record should be created with the next release of the service
Yes: for information purposes, a known error record can be created at any time it is
prudent to do so
Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
A.
All of the above
B.
1, 2 and 3 only
C.
2 and 4 only
D.
3 and 4 only
1, 2 and 3 only
Which one of the following is NOT a responsibility of the service transition stage of the
service lifecycle?
A.
To ensure that a service can be managed and operated in accordance with constraints
specified during design
B.
To design and develop capabilities for service management
C.
To provide good-quality knowledge and information about services
D.
To plan the resources required to manage a release
To design and develop capabilities for service management
Which one of the following do major incidents require?
A.
Separate procedures
B.
Less urgency
C.
Longer timescales
D.
Less documentation
Separate procedures
What is the PRIMARY process for strategic communication with the service provider's
customers?
A.
Service catalogue management
B.
Service portfolio management
C.
Service desk
D.
Business relationship management
Business relationship management
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