ITIL_TEST_1

which of the following statements BEST describes the goals of supplier Management?

1. To ensure that underpinning contracts and agreements with suppliers are aligned to business needs and managed though their lifecycle.

2. To manage relationships with suppliers.

3. To ensure that the information security risks are appropriately managed and enterprise information resources are used responsibly.

4. To maintain a supplier policy and a supporting supplier and contract database.

• 1 only

• 1 and 2 only

• 1,2 and 3 only

• All of the above

Which of the following activities BEST help and organization managing developing Service Management as a strategic asset?

1. Identification of critical services across the Service Portfolio for a given customer of market space. 2.Establishment of the right mix of service to offer to customers.

3. Tagging all service assets with the name of the service to which they add service potential.

4. Creation of diagnostic scripts for diagnosis of incidents.

• 1 only

• 1 and 2 only

• 1, 2 and 3 only

• All of above

A key role for Service Operations is to achieve a balance between conflicting sets of priorities. A fundamental conflict exits between IT as a set of technology components on one side and:

• the view in which the organization focuses only on business requirements and the service delivered

• the ability to respond to change without impacting on other services

• a strong focus on delivering quality

• proactive behavior on the other side

When should a service design package be produced?

• a. During the strategy stage, for each time a new service is added to the service portfolio

• b. During the design stage, for each change to a service or removal of a service.

• c. When a new or changed service is passed from Service Design to Service Transition

• d. During the design stage, for each new service, major change to a service or removal of a services

Which of the following benefits is NOT primary the result of good service design practices?

• a. Reduce total cost of ownership

• b. More effective Service Management process

• c. Increased success rate of changes and releases for the business

• d. Improve quality and consistency of service

ITIL is BEST characterized as:

• a. An international standard

• b. Good practice

• c. A quilification scheme

• d. Academic research

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.

• 1 only

• 1 and 2 only

• 1,2 and 4 only

• All of the above

Which of the following is the CORRECT order of the activities in the 7-steps Improvement Process (first activity first)?

• a. 1-Define what you should measure. 2- Define what you can measure. 3- Gather data. 4- Process data. 5- Analyze data. 6- Present Information 7-Implement corrective action

• b. 1-Define what you can measure. 2- Define what you should measure. 3- Gather data. 4-Analyze data. 5- Process data. 6-Present information. 7- Implement corrective action.

• c. 1-Define what do you should measure. 2-Define what do you can measure. 3- Gather data. 5- Process data.6- Present information. 7- Implement corrective action

• d. 1-Define what you can measure. 2- Define what you should measure. 3-Ghater data. 4. Proces data. 5-Analyze data. 6- Present information. 7-Implements corrective actions

which of the following methods is NOT a development approach?

• a. Big-bang

• b. Phased

• c. Pull

• d. Request

Which of the following activities forms part of the service Portfolio Management process?

1. Analyze

2. Define

3. Approve

4. Charter

• 1 only

• 1 and 2 only

• 1, 2 and 3 only

• All of the above