Topic 3: Generic concepts and definitions
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
A.
1, 3 and 4 only
B.
2, 3 and 4 only
C.
1, 2 and 4 only
D.
1, 2 and 3 only
1, 2 and 3 only
References: Reference
http://books.google.com.pk/books?id=xeDemWEIspQC&pg=PA14&lpg=PA14&dq=ITIL+typ
es+of+services+enabling+core+enhancing&source=bl&ots=BD_PYvN87y&sig=dZ6y0vHgk
LbXPiHdG0fCvH_D9Eg&hl=en&sa=X&ei=qjQUe3SO4SHParWgYAH&
redir_esc=y#v=onepage&q=ITIL-types-of-services-
enabling-core-enhancing&f=false
Which one of the following is the BEST description of a relationship in service asset and
configuration management?
A.
Describes the topography of the hardware
B.
Describes how the configuration items (CIs) work together to deliver the services
C.
Defines which software should be installed on a particular piece of hardware
D.
Defines how version numbers should be used in a release
Describes how the configuration items (CIs) work together to deliver the services
Who is responsible for defining metrics for change management?
A.
The change management process owner
B.
The change advisory board (CAB)
C.
The service owner
D.
The continual service improvement manager
The change management process owner
In which of the following should details of a workaround be documented?
A.
The service level agreement (SLA)
B.
The problem record
C.
The availability management information system
D.
The IT service plan
The problem record
Which process is responsible for low risk, frequently occurring, low cost changes?
A.
Demand management
B.
Incident management
C.
Release and deployment management
D.
Request fulfillment
Request fulfillment
What type of record should you raise when a problem diagnosis is complete and a
workaround is available?
A.
A service object
B.
An incident
C.
A change
D.
A known error
A known error
Which of the following is the best definition of service management?
A.
The ability to keep services highly available to meet the business needs
B.
A set of specialized organizational capabilities for providing value to customers in the
form of services
C.
A complete set of all the documentation required to deliver world class services to
customers
D.
An internationally recognized methodology to provide valuable services to customers
A set of specialized organizational capabilities for providing value to customers in the
form of services
Which problem management activity ensures that a problem can be easily tracked and
management information can be obtained?
A.
Categorization
B.
Detection
C.
Prioritization
D.
Escalation
Categorization
Who is responsible for ensuring that the request fulfillment process is being performed
according to the agreed and documented standard?
A.
The IT director
B.
The process owner
C.
The service owner
D.
The customer
The process owner
Which of the following is an enabler of best practice?
A.
Standards
B.
Technology
C.
Academic research
D.
Internal experience
Technology
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