ITIL-F Questions and Answers

The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

To carry out the service operations activities needed to support current IT services

To ensure that sufficient capacity is provided to deliver the agreed performance of services

To create and populate a service catalogue

To ensure that an agreed level of IT service is provided for all current IT services

All of the above

1, 2 and 3 only

2 and 4 only

3 and 4 only

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of storage devices will be

Agreeing the service levels for the service supported by the application

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Standards

Technology

Academic research

Internal experience

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

1 only

2 only

3 only

All of the above

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Demand management

Incident management

Release and deployment management

Request fulfilment

Before the change is approved

Immediately after the change has failed and needs to be backed out

After implementation but before the post implementation review

After the post implementation review has identified a problem with the change

Planning how to recover the cost of a change

Planning the steps required to be taken if a change is unsuccessful

Planning how to compensate a user for a failed change

Planning how to advise the change requestor of a failed change

Be accountable for the outcome of an activity

Perform an activity

Be kept up-to-date on the progress of an activity

Manage an activity

Return on investment (ROI), value on investment (VOI), quality

Strategic, tactical and operational

Critical success factors (CSFs), key performance indicators (KPIs), activities

Technology, process and service

Continual service improvement

Service strategy

Service design

Service transition

Suppliers, manufacturers and vendors

Customers

Internal departments

The facilities management function

Event management, incident management, problem management, request fulfilment, and access management

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfilment, and event management

Incident management, service desk, request fulfilment, access management, and event management

Designing and maintaining all necessary service transition packages

Producing quality, secure and resilient designs for new or improved services

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

Measuring the effectiveness and efficiency of service design and the supporting processes

To efficiently respond to requests for granting access to services.

To defect changes of state that have significance for management of an IT service.

To assist with general information, complains or comments.

To minimize the impact of incidents that cannot be prevented.

The change schedule

The service portfolio

A configuration management database (CMDB)

The service knowledge management system (SKMS)

Service level management

Financial management

Demand management

Risk management

Change management

Service catalogue management

Supplier management

Release and deployment management

The availability of a service or component

The level of risk that affects a service or process

How long a service or configuration item (CI) can perform its function without failing

How quickly a service or component can be restored to normal working order

Service strategy

Service design

Service transition

Service operation

Both of the above

Neither of the above

Option 1 only

Option 2 only

It requires a specific tool

It is performance driven and measureable

It provides generic technical skills and resources

It does not react to a specific trigger

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

Analysis of an incident by a technical support group which reveals that an underlying problem exists,

or is likely to exist

Suspicion or detection of a cause of one or more incidents by the service desk

Trending of historical incident records to identify one or more underlying causes

To embed continual service improvement (CSI) in all service design activities

To ensure that all service design activities use the minimum amount of resources

To monitor service level targets as agreed in service level agreements

To create and maintain a portfolio of quantified services

Separate procedures.

Less urgency

Longer timescales

Less documentation

Technical management

IT operations management

Request fulfilment

Applications management

Technical management

Service desk

Application management

Facilities management

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

Roles

Inputs and outputs

Functions

Metrics

An internal service provider that is embedded within a business unit

A complete set of all the documentation required to deliver world class services to customers

Technical implementation of supporting IT infrastructure components

The implementation and management of quality IT services that meet business needs

The ECAB considers every high priority request for change

Amongst the duties of the ECAB is the review of completed emergency changes

The ECAB will be used for emergency changes where there may not be time to call a full CAB

The ECAB will be chaired by the IT director

Knowledge

Information

Wisdom

Data

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom

The provision of IT services or business services by a service provider

The provision of goods and services by third party suppliers

Service levels that have been agreed between the internal service provider and their customer

Metrics and critical success factors (CSFs) for internal support teams

The design of the service portfolio, including the service catalogue

The design of new or changed services

The design of market spaces

The design of the technology architectures

Profit

Preparation

Products

Potential