Which service lifecycle stage ensures that measurement methods will provide the required metrics for new or changed services?
Service design
Service operation
Service strategy
Service delivery
Which of the following processes are concerned with managing risks to services?
IT service continuity management
Information security management
Service catalog management
All of the above
1 and 3 only
2 and 3 only
1 and 2 only
Which one of the following is NOT a type of metric described in continual service improvement (CSI)?
Process metrics
Service metrics
Personnel metrics
Technology metrics
Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT?
The SKMS is part of the CMS.
The CMS is part of the SKMS.
The CMS and SKMS are the same thing.
There is no relationship between the CMS and the SKMS.
What is the role of the emergency change advisory board (ECAB)?
To assist the change manager in ensuring that no urgent changes are made during particularly volatile business periods
To assist the change manager by implementing emergency changes
To assist the change manager in evaluating emergency changes and to decide whether they should be authorized
To assist the change manager in speeding up the emergency change process so that no unacceptable delays occur
Which of the following statements about the service desk is/are CORRECT?
The service desk is a function that provides a means of communication between IT and its users for all operational issues.
The service desk should be the owner of the problem management process.
2 only
1 only
Both of the above
Neither of the above
Which one of the following is the CORRECT list of the four Ps of service design?
Planning, products, position, processes
Planning, perspective, position, people
Perspective, partners, problems, people
People, partners, products, processes
Which one of the following represents the BEST course of action to take when a problem workaround is found?
The problem record is closed.
The problem record remains open and details of the workaround are documented within it.
The problem record remains open, and details of the workaround are documented on all related incident records.
The problem record is closed, and details of the workaround are documented in a request for change (RFC).
Answers to Assessment Test
B. A change request is a formal communication seeking an alteration to one or more configuration items (CIs). Services, SLAs, and computers are examples of CIs. A business strategy is not normally a CI and would be out of scope for change management.
A. Each option describes a purpose of service operation except for Option A. Undertaking testing to ensure that services are designed to meet business needs is part of service transition.
B. IT operations control oversees the execution and monitoring of the operational activities and events in the IT infrastructure.
C. Part of SACM's purpose is to maintain accurate information about assets, including the relationship between assets.
A. RACI (which stands for responsible, accountable, consulted, informed) is a responsibility model used by ITIL to help define roles and responsibilities.
A. Option A describes an OLA. Option B is the definition of an SLA, Option C doesn't correspond to an ITIL definition, and Option D describes a contract that involves a third party.
D. Option A is a supporting element of availability management, not a main purpose. Option B relates to service level management. Availability management does not offer guarantees as identified in Option C. Option D is the main purpose of availability management described in the ITIL Service Design core volume: “to ensure that the level of availability delivered in all IT services meets the agreed availability needs of the business.”
C. All three are in scope for service transition because all three involve major change.
A. Service optimization is not a stage of the service lifecycle.
D. A CMS can contain corporate data about users and customers such as location or department. There may be more than one CMDB, but they will be part of a single CMS. Option D is correct because a CMS still helps to control and report on the infrastructure when IT services are outsourced.
A. Business, service, and component capacity management are the three subprocesses of capicity management.
D. The DML contains master copies of all controlled software in an organization along with license documents or information. The change schedule would not be included.
B. Service level management is responsible for negotiating and agreeing on OLAs.
D. A process owner should ensure that process documentation is current and available.
A. Defining and agreeing on release and deployment plans and ensuring that release packages can be tracked are included in release and deployment objectives. Authorizing changes to support the process is addressed by change management.
D. Measurability, delivery of specific results, and delivery of results to a customer or stakeholder are all characteristics of a process.
B. Statement 4 is incorrect; ITIL guidance does not constitute a standard, which is prescriptive and subject to audits to check adherence. ISO/IEC 20000 is an example of a standard. ITIL is vendor neutral, nonprescriptive, and provides a best-practice framework.
C. In most cases, the policies should be widely available to all customers and users and referenced in service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs).
D. All of the elements identified are included in the service design package passed to service transition.
C. A tool to store definitive versions of software would be used to support a DML. A workflow tool for managing changes helps change management. An automated software distribution tool is a release and deployment tool. Along with testing and validation tools, they all support service transition.
C. They are both valid activities for problem management.
A. Request fulfilment is the process responsible for dealing with service requests from users. “All requests” (Option B) is too wide a scope for the process. Change management looks after change requests (Option C). Service level management is responsible for making sure the SLA is met (Option D).
A. Option A is correct; customer perception is a vital element in defining how much a customer values a service. Option B is incorrect because although the value of a service can be measured in financial terms, other factors are also relevant. Option C is incorrect because delivering on customer outcomes (instead of service provider outcomes) is vital. Option D is incorrect because customer preferences drive value perception.
D. Option D is the correct response. Both internal and external customers should be provided with the agreed level of service and with the same level of customer service.
D. A service is a means of delivering value to customers. IT needs capabilities to deliver services. Cost and risk are what IT helps to manage.
C. Option C is correct; monitoring service performance against SLAs is a vital part of the service level management process. Designing the CMS is a service asset and configuration management activity (Option A). Technology metrics are likely to be created within capacity management or other design processes (Option B). Training the service desk is a service desk role (Option D).
A. The purpose of event management is to detect events, make sense of them, and determine the appropriate control action. Option B includes some incident management responsibilities. Option C describes a technical management task. Option D is likely to be shared between availability management and service level management.
D. The service catalog should contain details of all operational services.
D. Option A is part of the definition of utility. Option B is unrealistic. Option C could be feasible as a warranty statement from another industry but is not the definition of warranty according to ITIL. Option D is a good summary of warranty as defined by ITIL.
A. The improvement approach begins with embracing the vision by understanding the high-level business objectives.
C. Incident models are designed to provide reusable steps that can be used to restore service after known incident types.
A. The correct order is given in the diagram in the incident management process.
A. Measurements and metrics should be included in the design for a new or changed service.
D. IT service continuity management carries out risk assessment as part of defining the requirements and strategy. Information security also needs to analyze security risks before taking action to mitigate them. Service catalog management does not carry out these assessments.
C. Personnel metrics are not one of the three types of metrics described in CSI.
B. A is the wrong way round. C is incorrect as the SKMS contains more information than the CMS. D is incorrect as the CMS is part of the SKMS.
C. The emergency change advisory board (ECAB) provides assistance in the authorization of emergency changes.
B. The service desk should be the single point of contact for IT users on a day-by-day basis. The service desk manager may also be the incident management process owner but would not normally be the owner of problem management.
D. People, processes, products (services, technology and tools) and partners (suppliers, manufacturers and vendors).
B. A is incorrect; the problem record must remain open as it hasn't yet been resolved. B is correct to document the workaround on the problem record, not on each incident record (C), nor on an RFC (D).