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    ITIL provides guidance on defining and agreeing service reporting intervals with customers. All processes should have an owner, objectives defined in measurable terms, and take inputs to produce defined outputs like reports and reviews. The goals of Service Level Management include improving relationships/communication with customers and ensuring proactive measures to improve service levels are implemented. There are four main functional areas in Service Operations: Service Desk, Technical Management, Application Management, and IT Operations Management. A change model defines the steps to handle a particular type of change. Patterns of customer demand are driven by patterns of business activity.

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    ITIL provides guidance on defining and agreeing service reporting intervals with customers. All processes should have an owner, objectives defined in measurable terms, and take inputs to produce defined outputs like reports and reviews. The goals of Service Level Management include improving relationships/communication with customers and ensuring proactive measures to improve service levels are implemented. There are four main functional areas in Service Operations: Service Desk, Technical Management, Application Management, and IT Operations Management. A change model defines the steps to handle a particular type of change. Patterns of customer demand are driven by patterns of business activity.

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    27K views4 pages

    Hacking Gmail

    Uploaded by

    Shikhar Vashisht
    ITIL provides guidance on defining and agreeing service reporting intervals with customers. All processes should have an owner, objectives defined in measurable terms, and take inputs to produce defined outputs like reports and reviews. The goals of Service Level Management include improving relationships/communication with customers and ensuring proactive measures to improve service levels are implemented. There are four main functional areas in Service Operations: Service Desk, Technical Management, Application Management, and IT Operations Management. A change model defines the steps to handle a particular type of change. Patterns of customer demand are driven by patterns of business activity.

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    of 4

    What guidance does ITIL give on the frequency of production of service reporting?

    =>A. Service reporting intervals must be defined and agreed with the customers

    Which of the following statements is correct?


    1. All processes should have an owner.
    2. A process takes one or more inputs and turns them into defined outputs, such as
    process reports and reviews.
    3. All processes’ objectives must be defined in measurable terms.
    4. All processes must have an objective
    =>C. All of the above

    Which of the following are goals and objectives for the Service Level Management
    process?
    1. To provide and improve the relationship and communication with the business and
    customers.
    2. To produce and maintain an appropriate and up-to-date Capacity Plan which
    reflects the current and future needs of the business.
    3. To ensure that proactive measures to improve the levels of service delivered
    and implemented.
    4. To support efficient and effective business and Service Management processes by
    providing accurate information about assets.
    =>b. 1 and 3 only

    Which one of the following provides the CORRECT list of processes within the
    service operation stage of the service lifecycle?
    =>A. Event management, incident management, problem management, request fulfilment,
    and access management

    What is the role of the Emergency Change Advisory Board (ECAB)?


    =>B) To assist the Change Manager in evaluating emergency changes and to decide
    whether the change should be approved

    Which of the following activities is the Service Owner of a specific service


    responsible for? 1. Representing the service in Change Advisory Board meetings. 2.
    Participating in negotiating Service Level Agreements 3. Defining the process
    strategy 4. Liaising with the appropriate Process Owners. c. 1, 2, and 4 only d.
    All of the above
    =>c. 1, 2, and 4 only

    Which of the following are reasons for investing in Service Management?


    Statements
    1 Increased customer satisfaction
    2 Increased levels of availability
    3 Reduction in the number of Incidents
    4 Increased number of SLA breaches
    Response alternatives
    A 1, 2 and 3 only
    B 1, 2 and 4 only
    C 1, 3 and 4 only
    D 2, 3 and 4 only
    =>A Increasing the number of SLA breaches is not a reason (a benefit) to invest in
    Service Management. The other statements are all good reasons to invest in
    Service Management.

    How many main functional areas are described in the Service Operation
    lifecycle phase?
    A 6
    B 5
    C 4
    D 3
    =>C There are four main functional areas described within Service Operations:
    Service Desk, Technical Management, Application Management and
    IT Operations Management.

    Q: Which one of the following statements about a change model is CORRECT?


    1. A change model should NOT be used for emergency changes
    2. A change model should be constructed when a significant change is required
    3. A change model defines the steps that should be taken to handle a particular
    type of change
    4. Escalation procedures are outside the scope of a change model
    =>A: 3

    5. Which of the following statements is CORRECT about patterns of demand generated


    by the customer’s business?
    =>a) They are driven by patterns of business activity

    32. Which of the following are generic elements of a process? 1. Process activities
    2. Process policy 3. Process roles 4. Process metrics a. 1 only b. 1 and 3 only c.
    1, 2 and 3 only d. All of the above
    =>D. All of the above

    Which of the following is not a primary concern of Service Strategy?

    A. Providing guidance on setting strategy


    B. Setting policies and objectives
    C. Understanding how to create value for customers
    D. Defining a Release Plan
    =>D.

    or which of the following is the Service Catalogue Manager responsible?

    1. Ensuring that information within the Service Pipeline is accurate and up to


    date.
    2. Ensuring that information in the Service Catalogue is consistent with
    information in the Service Pipeline.
    3. Ensuring that all operational services are recorded in the Service Catalogue.
    4. Ensuring that the information in the Service Catalogue is accurate and backed
    up.
    => C. 2, 3, and 4 only

    1.Which of the following statements BEST describes one of the purposes of Service
    Analytics?
    a.Service Analytics is a means for automating simple and routine tasks
    andinteractions.
    b.Service Analytics is useful to restore normal Service Operation as quicklyas
    possible in case of an incident.
    c.Service Analytics is useful to model existing components and services tothe
    higher-level business services.
    d.Service Analytics is a means to ensure proper funding for the delivery
    andconsumption of services.
    =>1c ± Option

    Question 7:

    True or False? A customer’s perceptions, customer’s pre-established preferences,


    and actual business outcomes all influence the value of a service.
    =>True

    Question 2:

    “Services are a means of delivering value to customers by facilitating the outcomes


    customers want to achieve without the ownership of specific costs and risks.” Which
    entity owns the risks?
    =>C. The service provider

    Which of the following are the MAIN objectives of incident management?


    1. To automatically detect service-affecting events
    2. To restore normal service operation as quickly as possible
    3. To minimize adverse impacts on business operations
    A. 1 and 2 only
    B. 2 and 3 only
    C. 1 and 3 only
    D. All of the above
    =>B.

    What are the three types of metrics that an organization should collect to support
    Continual Service Improvement (CSI)?

    A. Return On Investment (ROI), Value On Investment (VOI), quality


    B. Strategic, tactical and operational
    C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
    D. Technology, process and service
    =>Answer: D

    Which process is responsible for recording the current details, status, interfaces
    and dependencies of all services that are being run or being prepared to run in the
    live environment?
    A. Service level management
    B. Service catalogue management
    C. Demand management
    D. Service transition
    =>Correct Answer: B

    What are the three elements of the Service Portfolio?


    =>C. Service Pipeline, Service Catalogue, Retired Services

    EXAMPLE 4
    Which of the following pieces of data is LEAST useful when diagnosing an
    Incident?
    A The identity of the user who called the Service Desk to report the Incident
    B The cost of the CI that is affected by the Incident
    C The unique identity of the affected CI
    D The time and date the Incident was reported
    Example 4 (standard negative)
    =>B The cost of a CI is least relevant when resolving an Incident as the cost does
    not impact on the performance of a CI. The other data is essential in managing
    the Incident effectively and restoring service as soon as possible.

    30. Which of the following benefits is NOT primarily the result of good Service
    Design practices? a. Reduce total cost of ownership b. More effective Service
    Management processes c. Increased success rate of changes and releases for the
    business. d. Improved quality and consistency of service
    => 30 c.
    Which of the following would be used to communicate a high level description of a
    major change that involved significant cost and risk to the organization?
    A. Change proposal
    B. Change policy
    C. Service request
    D. Risk register
    => A.

    Error question=> Yes

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