Topic 1: Volume A
Why are public frameworks, such as 1TIL, attractive when compared to proprietary
knowledge?
A.
Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
B.
Public frameworks are always cheaper to adopt
C.
Public frameworks are prescriptive and tell you exactly what to do
D.
Proprietary knowledge has been tested in a wide range of environments
Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
Which process is responsible for the availability, confidentiality and integrity of data?
A.
Service catalogue management
B.
Service asset and configuration management
C.
Change management
D.
Information security management
Information security management
What would you call the groups of people who have an interest in the activities, targets,
resources and deliverables from service management?
A.
Employers
B.
Stakeholders
C.
Regulators
D.
Accreditors
Stakeholders
Which one of the following includes four stages called Plan, Do, Check and Act?
A.
The Deming Cycle
B.
The continual service improvement approach
C.
The seven-step improvement process
D.
The service lifecycle
The Deming Cycle
Which process will perform risk analysis and review of all suppliers and contracts on a
regular basis?
A.
The service level management
B.
The IT service continuity management
C.
The service catalogue management
D.
The supplier management
The supplier management
Which one of the following is the CORRECT set of steps for the continual service
improvement approach?
A.
Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve
B.
Where do we want to be?; How do we get there?; How do we check we arrived?; How
do we keep the momentum going?
C.
Identify the required business outcomes; Plan how to achieve the outcomes; Implement
the plan; Check the plan has been properly implemented; Improve the solution
D.
What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?
What is the vision?; Where are we now?; Where do we want to be?; How do we get
there?; Did we get there?; How do we keep the momentum going?
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
A.
1 and 2 only
B.
1 and 3 only
C.
2 and 3 only
D.
All of the above
All of the above
Which of the following types of service should be included in the scope of service portfolio
management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
A.
1 and 3 only
B.
All of the above
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which of the following BEST describes service strategies value to the business?
A.
Allows higher volumes of successful change
B.
Reduction in unplanned costs through optimized handling of service outages
C.
Reduction in the duration and frequency of service outages
D.
Enabling the service provider to have a clear understanding of what levels of service will
make their customers successful
Enabling the service provider to have a clear understanding of what levels of service will
make their customers successful
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