Please find answers at the end of the articles
1.
Which process is responsible for discussing
reports with customers showing whether services have met their targets?
a.
Continual service improvement
b.
Business Relationship Process
c.
SLM process
d.
Availability management process
2.
Availability management is responsible for
availability of the:
a.
IT services & components
b.
Services & Business processes
c.
Components and business processes
d.
Services, components & business processes
3.
Which of the following Availability management
activities are considered to be proactive as opposed to reactive?
1.
Risk assessment
2.
Testing of resilience mechanisms
3.
Monitoring of component availability
a.
1 & 3 only
b.
All of the above
c.
1 & 2 only
d.
2 & 3 only
4.
Which of the following would BEST be used to
record all third party contract details together with details of the type of
services each contractor provides?
a.
Underpinning contract
b.
Configuration Management Database
c.
Supplier contracts database
d.
Service level agreement
5.
In which document would you expect to see an
overview of actual service achievements against targets?
a.
Operational level agreement
b.
SLA monitoring charts (SLAM)
c.
SLA
d.
Capacity Plan
6.
Designing the processes needed to operate a new
service is part of
a.
Service operation : Design process
b.
Service strategy : Develop offering
c.
Service design : Design process
d.
Service Operation : Service Desk
7.
Which service lifecycle phase is responsible for
ensuring that existing measurement methods can provide the required metrics for
new or changed services?
a.
Service design
b.
Service Operation
c.
Continual service improvement
d.
Service Delivery
8.
Which of the following is a valid type of
Service Level Agreement(SLA)?
a.
Priority based SLA
b.
Technology based SLA
c.
Location based SLA
d.
Customer based SLA
9.
Which of these processes includes a need to
carry out Risk Assessment and Management?
1.
IT service continuity management
2.
Information Security Management
3.
Service Level Management
a.
All of the above
b.
1 and 3 only
c.
2 and 3 only
d.
1 and 2 only
10.
Input from which processes could be considered
by Service Level management when negotiating service level agreements (SLA)?
a.
All other ITIL processes
b.
Capacity and Availability Management only
c.
Incident and Problem Management only
d.
Change and Release and Deployment Management
only
Answers:
1.
C
2.
A
3.
C
4.
C
5.
B
6.
C
7.
C
8.
D
9.
D
10.
A
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