What is the name specified to the type of charging where no money is exchanged inter-departmentally mainly involving the IT Department & the customer?

 Availability Management deals with the day-to-day availability of services. Which of the following are the activities of Availability Management?

Each correct answer represents a complete solution. Choose all that apply.

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It meets SLAs by ensuring service availability.

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It coordinates the changes.

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It determines the reason of availability failures.

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It analyzes business requirements for availability of business systems.

 

 Which of the following is a benefit of using ITIL?

Each correct answer represents a complete solution. Choose all that apply.

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The costs of the IT Services can be controlled more efficiently

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The quality of the IT Services can be controlled more efficiently

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It is possible to charge for IT Services

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The users can influence the IT organization providing the IT Services

Which one of these statements about the service portfolio is correct?

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The service portfolio is a database of the infrastructure used for managing service assets.

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The service portfolio is used to manage improvements to all IT services.

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The service portfolio is used to provide information on costs, benefits, and issues for input into a business case.

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The service portfolio is used to manage all changes to IT services.

 Which of the following features are identified by a Business Impact Analysis?

Each correct answer represents a complete solution. Choose all that apply.

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It identifies the critical business processes and essential business functions.

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It identifies a policy that exists on the financial management of services.

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It identifies necessary resources that are required to allow continuity of critical business processes.

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It identifies possible escalations caused due to any damage or loss.

Which of the following is the central repository of the IT organization’s data, information, and knowledge?

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Service Knowledge Management System

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Compliance Management

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Supplier and Contract Database

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Knowledge Management

The Business has submitted requirements for a new ERP system. Which authority is responsible for documenting the Service Level Requirements (SLRs) with the Business delegate?

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Project Management

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Service Owner

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Service Level Management

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Service Level Manager

The primary aim of Incident Management is to ensure a quick recovery of the system. It supervises and directs the internal or external resources. Which of the following are the activities of Incident Management?

Each correct answer represents a complete solution. Choose all that apply.

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It assures that the other activities do not take away the focus on the incident resolution.

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It keeps track and record of the time lines.

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It behaves as an interface towards other technicians, customer technical staff, and other groups within the organization.

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It provides the proactive prevention of problems.

Where are the details of a workaround documented?

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Known Error

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Problem Record

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Operational Level Agreement

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Service Level Agreement

At which phase of the release and deployment process would you expect to receive feedback on the success or failure of the release?

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Release and deployment planning

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Deployment

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Review and close

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Release build and test

What are the two aspects of operations management?

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Resource management and capability management

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Facilities management and infrastructure management

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Resource management and operations control

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Facilities management and operations control

Measurement is a crucial aspect of continual service improvement and the delivery of service metrics will be most important to which stakeholders?

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The technical management function

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The operations management function

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The customer

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The service provider

 In which of the following is defining the processes required to operate a new service?

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Service Strategy: Develop the offerings

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Service Operation: IT Operations Management

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Service Design: Design the processes

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Service Transition: Plan and prepare for deployment

The Service Level Management (SLM) process defines, agrees, records, and manages levels of service. Which of the following are the objectives of the Service Level Management process?

Each correct answer represents a complete solution. Choose all that apply.

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It aligns IT strategy according to the business needs.

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It improves IT Service Delivery in a controlled way.

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It plans the successful roll-out of software and associated hardware.

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It describes the services offered to the customer in a terminology that the customers can easily understand.

 Which of the following roles in Service Design is responsible for ensuring the confidentiality, integrity, and availability of an organization’s assets, information, data, and IT services?

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The IT Service Continuity Manager

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The Availability Manager

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The Compliance Manager

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The IT Security Manager

Which of the following is the objective for the planning and implementation of new or changed services?

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It is used to define and control service and infrastructure components and maintain accurate configuration information.

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It is used to produce agreed, timely, reliable, and accurate reports for the purpose of decision making and effective communication.

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It ensures that new services and changes to the services will be delivered and managed at the agreed cost and service quality.

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It ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled.

 Who is responsible for signing off on project closure documents?

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End user

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Sponsor

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Project team members

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Project manager

Availability Management deals with the day-to-day availability of services. Which of the following takes over when a ‘disaster’ situation occurs?

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Service Reporting

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Service Level Management

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Capacity Management

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Service Continuity Management

In which of the following approaches of Service Desk does the location of Service Desk is immaterial?

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Centralized Service Desk

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Local Service Desk

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Virtual Service Desk

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Apparent Service Desk

The objective of Capacity Management is to ensure that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer’s business is fulfilled. Which of the following are the sub-processes of the Capacity Management?

Each correct answer represents a complete solution. Choose all that apply.

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Business Capacity Management

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Internal Capacity Management

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Resource Capacity Management

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Service Capacity Management

The goal of Change Management is to ensure that standardized methods and procedures are used for efficient handling of all changes. Which of the following are Change Management terminologies?

Each correct answer represents a part of the solution. Choose three.

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Request for Change

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Forward Schedule of Changes

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Change

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Service Request Management

Which of the following is used to continually improve the process performance by taking actions?

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Do

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Check

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Act

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Plan

Financial Management for IT Services defines which of the following major cost types?

Each correct answer represents a complete solution. Choose all that apply.

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People

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Customer service

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CRM

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Hardware

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Software

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Accommodation

Which of the following roles is responsible for monitoring activities and events in the IT Infrastructure?

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Incident Management

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ICT Operations Management

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Capacity Management

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Events Management

 

Which of the following activities in the Problem Management process is responsible for generating Requests for Change (RFCs)?

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Problem Control Process

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Business Transaction Management

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Error Control

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Problem Management Process

 

The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information. Which of the following are the activities of Configuration Management?

Each correct answer represents a complete solution. Choose all that apply.

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Performing a Trend Analysis

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Status Accounting

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Management & Planning

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Control