Exam Questions & Training – Part B von Helen Morris

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Über den Vortrag

Der Vortrag „Exam Questions & Training – Part B“ von Helen Morris ist Bestandteil des Kurses „ITIL® Foundation (2011) (EN) with Exam Voucher“.


Quiz zum Vortrag

  1. All other ITIL processes
  2. Capacity management and availability management only
  3. Incident management and problem management only
  4. Change management and release and deployment management only
  1. They must be implemented as soon as possible
  2. They are pre-authorized by change management
  3. They follow a procedure or work instruction
  4. They are low risk
  1. 1, 2, and 4 only
  2. All of the above
  3. 2 and 4 only
  4. 2 and 3 only
  1. 1, 2 and 3 only
  2. 1, 2 and 4 only
  3. All of the above
  4. None of the above
  1. Management of the physical IT environment such as a data centre or computer room.
  2. The management of IT services that are viewed as "utilities", such as printers or network access.
  3. Advice and guidance to IT operations on methodology and tools for managing IT services.
  4. The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure.
  1. Capacity management
  2. Supplier management
  3. Technology management
  4. Change management
  1. The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process.
  2. The KEDB is the same database as the service knowledge management system (SKMS).
  3. Care should be taken to avoid duplication of records in the KEDB. This can be done by giving access to as many technicians as possible to create new records.
  4. Access to the KEDB should be limited to the service desk.
  1. All of the above
  2. 1 only
  3. 2 and 3 only
  4. 1, 2 and 4 only
  1. The configuration management system
  2. The capacity plan
  3. The definitive media library
  4. A service level agreement
  1. No – it is the responsibility of the service provider to carry out due diligence before requests are fulfilled.
  2. Yes – if they are an external customer as they are paying for the service.
  3. No – if they are an internal customer as they are not always paying for the service.
  4. Yes – the service provider should ensure that all requests for new services are fulfilled.
  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above
  1. Immediately, to limit or prevent impact on users.
  2. Only when users notice the failure.
  3. An incident should not be raised if the technicians have seen this before and have a workaround.
  4. Only if the failure results in a service level being breached.
  1. All of the above
  2. 1 and 2 only
  3. 3 and 4 only
  4. 2 and 4 only
  1. All of the above
  2. 1 and 2 only
  3. 1 and 3 only
  4. 2 and 3 only
  1. All of the above
  2. 1 and 2 only
  3. 2 and 3 only
  4. 2, 3 and 4 only
  1. They deliver results to a customer or stakeholder.
  2. They define functions as part of their design.
  3. They are carried out by an external service provider in support of a customer.
  4. They are units of organizations responsible for specific outcomes.
  1. Release and deployment management
  2. Transition planning and suppor
  3. Service asset and configuration management
  4. Service catalogue management
  1. A technician installs a script to temporarily divert prints to an alternative printer until a permanent fix is applied.
  2. A technician tries several ways to solve an incident. One of them works, although they do not know which one.
  3. After reporting the incident to the service desk, the user works on alternative tasks while the problem is identified and resolved.
  4. A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident.
  1. All of the above
  2. 1, 2 and 3 only
  3. 1, 3 and 4 only
  4. 2, 3 and 4 only
  1. Plan, Do, Check, Act
  2. Plan, Measure, Monitor, Report
  3. Plan, Check, Re-Act, Implement
  4. Plan, Do, Act, Audit
  1. IT service continuity management and supplier management
  2. Service level management and capacity management
  3. Supplier management and service level management
  4. IT service continuity management and service level management
  1. A set of pre-defined steps to be followed when dealing with a known type of incident.
  2. The template that defines the incident logging form used for reporting incidents.
  3. A type of incident involving a standard (or model) type of configuration item (CI).
  4. An incident that is easy to solve.
  1. Responsible, Accountable, Consulted, Informed
  2. Responsible, Achievable, Consulted, Informed
  3. Realistic, Accountable, Consulted, Informed
  4. Responsible, Accountable, Corrected, Informed
  1. Service strategy
  2. Continual service improvement
  3. Service operation
  4. Service design
  1. All of the above
  2. 1 and 2 only
  3. 1 and 3 only
  4. 2 and 3 only
  1. Customer-based SLA
  2. Priority-based SLA
  3. Technology-based SLA
  4. Location-based SLA
  1. A change of state that has significance for the management of an IT service.
  2. An occurrence where a performance threshold has been exceeded and an agreed service level has been impacted.
  3. A known system defect that generates multiple incident reports.
  4. A planned meeting of customers and IT staff to announce a new service or improvement programme.
  1. Customers
  2. IT Senior management
  3. Financial management for IT services
  4. Suppliers
  1. All of the above
  2. 1 and 4 only
  3. 2 and 3 only
  4. None of the above
  1. A change model defines the steps that should be taken to handle a particular type of change.
  2. A change model should NOT be used for emergency changes.
  3. A change model should be constructed when a significant change is required.
  4. Escalation procedures are outside the scope of a change model.
  1. Performing a baseline assessment.
  2. Reviewing critical success factors.
  3. Understanding the business vision.
  4. Checking the CSI register.
  1. Event management and request fulfilment
  2. Event management and service desk
  3. Facilities management and event management
  4. Change management and service level management
  1. Service transition
  2. Service strategy
  3. Continual service improvement
  4. Service operation
  1. 1, 3 and 4 only
  2. 2, 3 and 4 only
  3. All of the above
  4. 1, 2 and 3 only
  1. To ensure that business continuity plans are aligned to business objectives
  2. To monitor and report on the availability of components.
  3. To ensure that service availability matches the agreed needs of the business.
  4. To assess the impact of changes on the availability plan.
  1. Four major areas that need to be considered during service design.
  2. A four-step process for the design of effective service management.
  3. A definition of the people and products required for successful design.
  4. A set of questions that should be asked when reviewing design specifications.
  1. Facilitated by the problem manager, the review is conducted so that lessons can be learned from the major problem, and to provide training and awareness for support staff.
  2. Facilitated by the problem manager, a major problem review is designed to apportion blame after a resolution to the problem has been found.
  3. A major problem review is run as part of the change advisory board (CAB) by the change manager. It is conducted after the request for change (RFC) to resolve the problem has been accepted.
  4. A major problem review is facilitated by the service desk manager so that lessons can be learned after a major problem has been resolved.
  1. Supplier management negotiates operational level agreements (OLAs)
  2. Supplier management ensures that suppliers meet business expectations.
  3. Supplier management maintains information in a supplier and contractor management information system.
  4. Supplier management negotiates external agreements to support the delivery of services.
  1. Understanding the customer’s needs and ensuring they are met.
  2. Carrying out operational activities to support services.
  3. Ensuring all targets within service level agreements are met.
  4. Maximizing contract value and operational efficiency of the services that are delivered.
  1. To monitor and improve the performance of the service design lifecycle stage.
  2. To ensure that service availability targets are met.
  3. To define, document, agree, monitor, measure and review service levels.
  4. To provide and maintain a single source of consistent information on all operational services.

Dozent des Vortrages Exam Questions & Training – Part B

 Helen Morris

Helen Morris

Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.

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