Der Vortrag „Exam Questions & Training – Part B“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“.
Input from which processes could be considered by service level management when negotiating service level agreements (SLA)? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements about a standard change is INCORRECT? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following statements about the service desk are CORRECT? 1. It provides a single point of contact between the service provider and users 2. It manages incidents and service requests 3. It is a service management process 4. Service desk staff try to restore service as quickly as possible (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following statements about functions are CORRECT? 1. They may include tools 2. They are groups that use resources to carry out one or more activities 3. One person or group may perform multiple functions 4. They are more costly to implement compared to processes (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the BEST description of the activities carried out by facilities management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which process would assist with the identification and resolution of any incidents and problems associated with service or component performance? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements about the known error database (KEDB) is MOST correct? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following statements about key performance indicators (KPIs) and metrics are CORRECT? 1. Service metrics measure the end-to-end service 2. Each KPI should relate to a critical success factor 3. Metrics can be used to identify improvement opportunities 4. KPIs can be both qualitative and quantitative (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following maintains relationships between all service components? (Copyright © AXELOS Limited 2012. All rights reserved.)
Should a customer's request for a new service ALWAYS be fulfilled? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following statements is/are CORRECT? 1. Problem management can support the service desk by providing known errors to speed up incident resolution 2. Problem management is the only source of information to service level management about the impact of changes (Copyright © AXELOS Limited 2012. All rights reserved.)
A failure has occurred on a system and is detected by a monitoring tool. This system supports a live IT service. When should an incident be raised? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following could be considered stakeholders in a service management project? 1. Users 2. Customers 3. Suppliers 4. Functions (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following activities does service asset and configuration management ensure are performed? 1. Configuration items (CIs) are identified 2. CIs are baselined 3. Changes to CIs are controlled (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following aspects of service design should be considered when designing a service solution? 1. Measurement methods and metrics 2. Management information systems and tools 3. Technology architectures 4. The processes required (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements is CORRECT for ALL processes? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which process is primarily responsible for packaging, building, testing and deploying services? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the BEST example of a workaround? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following areas can be helped by technology? 1. Request management 2. Service catalogue management 3. Detection and monitoring 4. Design and modelling (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the CORRECT list of stages in the Deming Cycle? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which two processes will be involved the MOST in negotiating and agreeing contracts for the provision of recovery capability to support continuity plans? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the BEST definition of an incident model? (Copyright © AXELOS Limited 2012. All rights reserved.)
What roles are defined in the RACI model? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which stage of the service lifecycle decides what services should be offered and to whom they will be offered? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following does continual service improvement (CSI) provide guidance on? 1. How to improve process efficiency and effectiveness 2. How to improve services 3. Improvement of all stages of the service lifecycle (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following is a type of service level agreement (SLA) described in the ITIL service design publication? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the BEST definition of an event? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the MOST appropriate stakeholder to define the value of a service? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following should be treated as an incident? 1. A user is unable to access a service during service hours 2. An authorized IT staff member is unable to access a service during service hours 3. A network component fails but the user is not aware of any disruption to service 4. A user contacts the service desk about the slow performance of an application (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements about a change model is CORRECT? (Copyright © AXELOS Limited 2012. All rights reserved.)
The CSI approach uses a number of techniques. Which one of the following techniques would BEST help a business understand "where are we now?"? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which service operation processes are missing from the following list? 1. Incident management 2. Problem management 3. Access management 4. ? 5. ? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which stage of the service lifecycle provides a framework for evaluating service capabilities and risk profiles before new or changed services are deployed? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following activities should a service owner undertake? 1. Representing a specific service across the organization 2. Updating the configuration management system (CMS) after a change 3. Helping to identify service improvements 4. Representing a specific service in change advisory board (CAB) meetings (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is NOT a purpose or objective of availability management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is a CORRECT description of the “four Ps” of service design? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following BEST describes a major problem review? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements about supplier management is INCORRECT? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is a primary purpose of business relationship management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements is an objective of the design coordination process? (Copyright © AXELOS Limited 2012. All rights reserved.)
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