A. Third-party contracts
B. Service level agreements (SLAs)
C. The service portfolio
D. Operational level agreements (OLAs)
ANSWER. A. Third-party contracts
62. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A. To ensure that a service can be managed and operated in accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release
ANSWER. B. To design and develop capabilities for service management
63. Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
A. 1,3 and 4 only
B. All of the above
C. 1,2 and 3 only
D. 1 and 3 only
ANSWER. A. 1,3 and 4 only
64. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service operation
B. Service transition
C. Continual service improvement
D. Service design
ANSWER. D. Service design
65. Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
ANSWER. D. All of the above
66. Which one of the following is the BEST definition of reliability?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or configuration item (CI) can perform its function without failing
D. How quickly a service or component can be restored to normal working order
ANSWER. C. How long a service or configuration item (CI) can perform its function without failing
67. Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
ANSWER. B. Ensuring that service level agreements are maintained
68. Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes
B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C. To ensure that the overall business risk of change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
ANSWER. D. To define and agree release and deployment plans with customers and stakeholders
69. Which one of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
ANSWER. C. The configuration management system is part of the service knowledge management system
70. Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of “the four Ps.” What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
ANSWER. C. People, process, products, partners a
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