Der Vortrag „Exam Questions & Training – Part A“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“.
What types of changes are NOT usually included within the scope of change management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following is NOT a purpose of service operation? (Copyright © AXELOS Limited 2012. All rights reserved.)
What does the term IT operations control refer to? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which process is responsible for recording relationships between service components? (Copyright © AXELOS Limited 2012. All rights reserved.)
What is the RACI model used for? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following is the BEST description of an operational level agreement (OLA)? (Copyright © AXELOS Limited 2012. All rights reserved.)
What is the MAIN purpose of availability management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following does service transition provide guidance on? 1. Introducing new services 2. Decommissioning services 3. Transfer of services between service providers (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is NOT a stage of the service lifecycle? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements about a configuration management system (CMS) is CORRECT? (Copyright © AXELOS Limited 2012. All rights reserved.)
What are the three sub-processes of capacity management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following would be stored in the definitive media library (DML)? 1. Copies of purchased software 2. Copies of internally developed software 3. Relevant licence documentation 4. The change schedule (Copyright © AXELOS Limited 2012. All rights reserved.)
Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which role should ensure that process documentation is current and available? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following does the release and deployment management process address? 1. Defining and agreeing release and deployment plans 2. Ensuring release packages can be tracked 3. Authorizing changes to support the process (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following are characteristics of every process? 1. It is measurable 2. It delivers a specific result 3. It delivers its primary results to a customer or stakeholder (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following are key ITIL characteristics that contribute to its success? 1. It is vendor-neutral 2. It is non-prescriptive 3. It is best practice 4. It is a standard (Copyright © AXELOS Limited 2012. All rights reserved.)
Who should be granted access to the information security policy? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following are valid elements of a service design package (SDP)? 1. Agreed and documented business requirements 2. A plan for transition of the service 3. Requirements for new or changed processes 4. Metrics to measure the service (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following are examples of tools that might support the service transition stage of the service lifecycle? 1. A tool to store definitive versions of software 2. A workflow tool for managing changes 3. An automated software distribution tool 4. Testing and validation tools (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following statements about problem management is/are CORRECT? 1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management 2. It provides management information about the cost of resolving and preventing problems (Copyright © AXELOS Limited 2012. All rights reserved.)
What is the purpose of the request fulfilment process? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which statement about value creation through services is CORRECT? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following statements about internal and external customers is MOST correct? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following should IT services deliver to customers? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following activities is part of the service level management (SLM) process? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following BEST summarizes the purpose of event management? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following should a service catalogue contain? (Copyright © AXELOS Limited 2012. All rights reserved.)
What does "Warranty of a service" mean? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which is the first activity of the continual service improvement (CSI) approach? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is a benefit of using an incident model? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the CORRECT sequence of activities for handling an incident? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which service lifecycle stage ensures that measurement methods will provide the required metrics for new or changed services? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following processes are concerned with managing risks to services? 1. IT service continuity management 2. Information security management 3. Service catalogue management (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is NOT a type of metric described in continual service improvement (CSI)? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? (Copyright © AXELOS Limited 2012. All rights reserved.)
What is the role of the emergency change advisory board (ECAB)? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which of the following statements about the service desk is/are CORRECT? 1. The service desk is a function that provides a means of communication between IT and its users for all operational issues 2. The service desk should be the owner of the problem management process (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following is the CORRECT list of the four Ps of service design? (Copyright © AXELOS Limited 2012. All rights reserved.)
Which one of the following represents the BEST course of action to take when a problem workaround is found? (Copyright © AXELOS Limited 2012. All rights reserved.)
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