i have big question with out answer? i need help
aseeruae909
Registered Users Posts: 1 ■□□□□□□□□□
i have big question with out answer? i need help
can any one open the attach file and see if he now any of the question and answered please ?? by high lite
1.
(Points: 3.0)
Input from which processes could be considered by Service Level Management when negotiating Service Level Agreements (SLA)?
a. All other ITIL processes
b. Capacity and Availability Management only
c. Incident and Problem Management only
d. Change and Release and Deployment Management only
2.
(Points: 3.0)
Which of the following statements about a standard change is INCORRECT?
a. A standard change is one for which the approach is pre-authorized by Change Management
b. Approval for each instance of a standard change will be granted by the nominated authority for that change
c. Standard changes are usually low risk and well understood
d. Standard changes are only raised by Incident Management
3.
(Points: 3.0)
Which of the following statements about demand for IT services is CORRECT?
a. It is driven by patterns of business activity
b. It is impossible to predict how they behave
c. It is impossible to influence demand patterns
d. It is driven by the delivery schedule generated by Capacity Management
4.
(Points: 3.0) What are the three sub-processes of Capacity Management?
a. Business Capacity Management, Service Capacity Management and Component Capacity Management
b. Supplier Capacity Management, Service Capacity Management and Component Capacity Management
c. Supplier Capacity Management, Service Capacity Management and Technology Capacity Management
d. Business Capacity Management, Technology Capacity Management and Component Capacity Management
5.
(Points: 3.0)
What is described by the following statement? "Maintains relationships between all service components and any related incidents, problems, known errors, change and release documentation"
a. The Capacity Plan
b. The Definitive Media Library
c. The Configuration Management System
d. A Service Level Agreement
6.
(Points: 3.0)
Which of the following questions is NOT answered by information in the service portfolio?
a. How should our resources and capabilities be allocated?
b. What opportunities are there in the market?
c. Why should a customer buy these services?
d. What are the pricing models?
7.
(Points: 3.0)
A configuration model documents the relationships between which of the following combinations?
a. Services, assets and infrastructure
b. Processes, network and Operational Level Agreements (OLAs)
c. Procedures, infrastructure and contracts
d. Service Desk, assets and technical support providers
8.
(Points: 3.0) Which of the following statements is CORRECT for ALL processes?
a. They define functions as part of their design
b. They should deliver value for stakeholders
c. They are carried out by an external service provider in support of a customer
d. They are units of organizations responsible for specific outcomes
9.
(Points: 3.0) What are the four stages of the Deming Cycle?
a. Plan, Measure, Monitor, Report
b. Plan, Check, Re-Act, Implement
c. Plan, Do, Act, Audit
d. Plan, Do, Check, Act
10.
(Points: 3.0)
What roles are defined in the RACI model?
a. Responsible, Accountable, Consulted, Informed
b. Responsible, Achievable, Consulted, Informed
c. Realistic, Accountable, Consulted, Informed
d. Responsible, Accountable, Corrected, Informed
11.
(Points: 3.0)
In which phase of the service lifecycle would it be decided what services should be offered and to whom they will be offered?
a. Continual Service Improvement
b. Service Operation
c. Service Design
d. Service Strategy
12.
(Points: 3.0)
Which of the following is a type of Service Level Agreement (SLA)described in the ITIL Service Design publication?
a. Priority-based SLA
b. Technology-based SLA
c. Location-based SLA
d. Customer-based SLA
13.
(Points: 3.0)
Which service lifecycle phase is responsible for ensuring that measurement methods will provide the required metrics for new or changed services?
14.
(Points: 3.0) Which of the following statements about a change model is CORRECT?
a. A change process model should not be used tor emergency changes
b. A change process model should be constructed when a significant change is required
c. A change process model predefines steps that should be taken to handle a change in an agreed way
d. Escalation procedures are outside the scope of a change process model
15.
(Points: 3.0)
Which phase of the service lifecycle provides a framewoti< for evaluating service capability and risk profile before and during service deployment?
a. Service Strategy
b. Continual Service Improvement
c. Service Transition
d. Service Operation
16.
(Points: 3.0) Which of the following is NOT a goal of Availability Management?
a. To monitor and report availability of components
b. To ensure that service availability matches or exceeds the agreed needs of the business
c. To assess the impact of changes on the availability plan
d. To ensure that business continuity plans are aligned to the business objectives
17.
(: 3.0) Which of the following is the CORRECT description of the Four Ps of Service Design?
A four step process for the design of effective service management
b. A definition of the people and products required for successful design
c. A set of questions that should be asked when reviewing design specifications
d. The four major areas that need to be considered in the design of effective Service management
18.
(Points: 3.0)
Demand Management and Financial Management are processes described within which phase of the service lifecycle?
a. Service Operation
b. Service Strategy
c. Service Transition
d. Continual Service Improvement
19.
(Points: 3.0) Which of the following statements about Supplier Management is INCORRECT?
a. Supplier Management negotiates Operational Level Agreements (OLAs) with internal groups to support the delivery of services
b. Supplier Management ensures that suppliers meet business expectations
c. Supplier Management maintains information in a Supplier and Contract Database
d. Supplier Management negotiates external agreements to support the delivery of services
20.
(Points: 3.0)
Which of the following is NOT a phase of the Service Lifecycle?
A. Service Optimization
b. Service Transition
c. Service Design
d. Service Strategy
21.
(Points: 4.0)
Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology?
A.Capacity Management
b. Change Management
c. Financial Management for IT Services
d. Configuration Management
22.
(Points: 4.0)
Which of the following statements best describes the relationship between Change Management and Configuration Management?
a. There are no dependencies between Configuration Management & Change Management
b. If Change Management is implemented without Configuration Management; the result will be less effective
c. Change Management cannot be implemented without Configuration Management
d. Change Management and Configuration Management must be implemented simultaneously
23.
(Points: 4.0)
Students at a college can send in their course work from their home PC via the telephone Network. They can then check the results on their PCs. A student needs an existing set of programs that can be configured for the particular course that the student is following. Which process is responsible for the correct configuring and transmission of the programs?
a. Release Management
b. Change Management
c. Configuration Management
d. Network Management
24.
(Points: 4.0)
In Availability Management terms, what do the letters CIA stand for?
a. Component Impact Analysis
b. Confidentiality, Integrity and Availability
c. Configuration Item Availability
d. Central Intelligence Agency
25.
(Points: 4.0) Which of the following is NOT the concern of IT Financial Management?
a. Telephone charges
b. Invoicing
c. Differential charging
d. Reviewing IT service quality
26.
(Points: 4.0)
Managing service availability is now more important than ever because…..
a. The dependence of customers on their IT has grown
b. System Management tools can now provide much more real time performance management information
c. More IT systems are now outsourced
d. More service providers now have Service Level Agreements with their customers
27.
(Points: 4.0)
Percentage availability is calculated as:
28.
(Points: 4.0) What information does Configuration Management provide to the IT management of an organization?
29.
(Points: 4.0)
When can the building, testing and implementation of a change begin?
a. If it is urgent, as soon as the Request for Change has been classified
b. As soon as there is a back-out plan for the change
c. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
d. As soon as the Request for Change has been formally authorised
30.
(Points: 4.0)
Which of the following are direct advantages of entering into Service Level Agreements?
1 The expectations of both the IT customer and the provider should be aligned
2 Fewer incidents will occur
3 Unambiguous measurements of service provision will be provided
4 The number of changes that have to be backed out will decrease
a. 2 & 4
b. 1 & 3
c. 3 & 4
d. 1 & 3
can any one open the attach file and see if he now any of the question and answered please ?? by high lite
1.
(Points: 3.0)
Input from which processes could be considered by Service Level Management when negotiating Service Level Agreements (SLA)?
a. All other ITIL processes
b. Capacity and Availability Management only
c. Incident and Problem Management only
d. Change and Release and Deployment Management only
2.
(Points: 3.0)
Which of the following statements about a standard change is INCORRECT?
a. A standard change is one for which the approach is pre-authorized by Change Management
b. Approval for each instance of a standard change will be granted by the nominated authority for that change
c. Standard changes are usually low risk and well understood
d. Standard changes are only raised by Incident Management
3.
(Points: 3.0)
Which of the following statements about demand for IT services is CORRECT?
a. It is driven by patterns of business activity
b. It is impossible to predict how they behave
c. It is impossible to influence demand patterns
d. It is driven by the delivery schedule generated by Capacity Management
4.
(Points: 3.0) What are the three sub-processes of Capacity Management?
a. Business Capacity Management, Service Capacity Management and Component Capacity Management
b. Supplier Capacity Management, Service Capacity Management and Component Capacity Management
c. Supplier Capacity Management, Service Capacity Management and Technology Capacity Management
d. Business Capacity Management, Technology Capacity Management and Component Capacity Management
5.
(Points: 3.0)
What is described by the following statement? "Maintains relationships between all service components and any related incidents, problems, known errors, change and release documentation"
a. The Capacity Plan
b. The Definitive Media Library
c. The Configuration Management System
d. A Service Level Agreement
6.
(Points: 3.0)
Which of the following questions is NOT answered by information in the service portfolio?
a. How should our resources and capabilities be allocated?
b. What opportunities are there in the market?
c. Why should a customer buy these services?
d. What are the pricing models?
7.
(Points: 3.0)
A configuration model documents the relationships between which of the following combinations?
a. Services, assets and infrastructure
b. Processes, network and Operational Level Agreements (OLAs)
c. Procedures, infrastructure and contracts
d. Service Desk, assets and technical support providers
8.
(Points: 3.0) Which of the following statements is CORRECT for ALL processes?
a. They define functions as part of their design
b. They should deliver value for stakeholders
c. They are carried out by an external service provider in support of a customer
d. They are units of organizations responsible for specific outcomes
9.
(Points: 3.0) What are the four stages of the Deming Cycle?
a. Plan, Measure, Monitor, Report
b. Plan, Check, Re-Act, Implement
c. Plan, Do, Act, Audit
d. Plan, Do, Check, Act
10.
(Points: 3.0)
What roles are defined in the RACI model?
a. Responsible, Accountable, Consulted, Informed
b. Responsible, Achievable, Consulted, Informed
c. Realistic, Accountable, Consulted, Informed
d. Responsible, Accountable, Corrected, Informed
11.
(Points: 3.0)
In which phase of the service lifecycle would it be decided what services should be offered and to whom they will be offered?
a. Continual Service Improvement
b. Service Operation
c. Service Design
d. Service Strategy
12.
(Points: 3.0)
Which of the following is a type of Service Level Agreement (SLA)described in the ITIL Service Design publication?
a. Priority-based SLA
b. Technology-based SLA
c. Location-based SLA
d. Customer-based SLA
13.
(Points: 3.0)
Which service lifecycle phase is responsible for ensuring that measurement methods will provide the required metrics for new or changed services?
- A. Service Design
b. Service Operation
c. Service Strategy
d. Service Delivery
14.
(Points: 3.0) Which of the following statements about a change model is CORRECT?
a. A change process model should not be used tor emergency changes
b. A change process model should be constructed when a significant change is required
c. A change process model predefines steps that should be taken to handle a change in an agreed way
d. Escalation procedures are outside the scope of a change process model
15.
(Points: 3.0)
Which phase of the service lifecycle provides a framewoti< for evaluating service capability and risk profile before and during service deployment?
a. Service Strategy
b. Continual Service Improvement
c. Service Transition
d. Service Operation
16.
(Points: 3.0) Which of the following is NOT a goal of Availability Management?
a. To monitor and report availability of components
b. To ensure that service availability matches or exceeds the agreed needs of the business
c. To assess the impact of changes on the availability plan
d. To ensure that business continuity plans are aligned to the business objectives
17.
(: 3.0) Which of the following is the CORRECT description of the Four Ps of Service Design?
A four step process for the design of effective service management
b. A definition of the people and products required for successful design
c. A set of questions that should be asked when reviewing design specifications
d. The four major areas that need to be considered in the design of effective Service management
18.
(Points: 3.0)
Demand Management and Financial Management are processes described within which phase of the service lifecycle?
a. Service Operation
b. Service Strategy
c. Service Transition
d. Continual Service Improvement
19.
(Points: 3.0) Which of the following statements about Supplier Management is INCORRECT?
a. Supplier Management negotiates Operational Level Agreements (OLAs) with internal groups to support the delivery of services
b. Supplier Management ensures that suppliers meet business expectations
c. Supplier Management maintains information in a Supplier and Contract Database
d. Supplier Management negotiates external agreements to support the delivery of services
20.
(Points: 3.0)
Which of the following is NOT a phase of the Service Lifecycle?
A. Service Optimization
b. Service Transition
c. Service Design
d. Service Strategy
21.
(Points: 4.0)
Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology?
A.Capacity Management
b. Change Management
c. Financial Management for IT Services
d. Configuration Management
22.
(Points: 4.0)
Which of the following statements best describes the relationship between Change Management and Configuration Management?
a. There are no dependencies between Configuration Management & Change Management
b. If Change Management is implemented without Configuration Management; the result will be less effective
c. Change Management cannot be implemented without Configuration Management
d. Change Management and Configuration Management must be implemented simultaneously
23.
(Points: 4.0)
Students at a college can send in their course work from their home PC via the telephone Network. They can then check the results on their PCs. A student needs an existing set of programs that can be configured for the particular course that the student is following. Which process is responsible for the correct configuring and transmission of the programs?
a. Release Management
b. Change Management
c. Configuration Management
d. Network Management
24.
(Points: 4.0)
In Availability Management terms, what do the letters CIA stand for?
a. Component Impact Analysis
b. Confidentiality, Integrity and Availability
c. Configuration Item Availability
d. Central Intelligence Agency
25.
(Points: 4.0) Which of the following is NOT the concern of IT Financial Management?
a. Telephone charges
b. Invoicing
c. Differential charging
d. Reviewing IT service quality
26.
(Points: 4.0)
Managing service availability is now more important than ever because…..
a. The dependence of customers on their IT has grown
b. System Management tools can now provide much more real time performance management information
c. More IT systems are now outsourced
d. More service providers now have Service Level Agreements with their customers
27.
(Points: 4.0)
Percentage availability is calculated as:
- A.(Downtime x 100) / Agreed Service Time
b. ((Agreed Service Time – Downtime) x 100) /Agreed Service Time
c. (Agreed Service Time x 100)/ Downtime
d. Agreed Service Time / ((Agreed Service Time – Downtime) x 100)
28.
(Points: 4.0) What information does Configuration Management provide to the IT management of an organization?
- A.Variations from the agreed service levels
b. Time spent on investigation and diagnosis by each support group
c. Number of incidents and problems per category
d. Details and history of the IT infrastructure
29.
(Points: 4.0)
When can the building, testing and implementation of a change begin?
a. If it is urgent, as soon as the Request for Change has been classified
b. As soon as there is a back-out plan for the change
c. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
d. As soon as the Request for Change has been formally authorised
30.
(Points: 4.0)
Which of the following are direct advantages of entering into Service Level Agreements?
1 The expectations of both the IT customer and the provider should be aligned
2 Fewer incidents will occur
3 Unambiguous measurements of service provision will be provided
4 The number of changes that have to be backed out will decrease
a. 2 & 4
b. 1 & 3
c. 3 & 4
d. 1 & 3
Comments
-
cisco_trooper
Member Posts: 1,441 ■■■■□□□□□□
The answer is C. For every question. Oh, and this is a very unimpressive first post...
If you want to discuss individual items in an adult conversation that would be great. Posting a multiple choice test without any discussion whatsoever is not so great and you will probably be getting flamed within an hour or two. -
cisco_trooper
Member Posts: 1,441 ■■■■□□□□□□
Oh, and I REALLY REALLY hope this is not confidential test material. That would be VERY VERY bad.
-
Monkerz
Member Posts: 842
I think you may have a better chance being creative. If your current study material seems a bit too difficult to understand, or you are just too lazy to pick it up, the following reference text may help you out. Some professors or proctors may take a witty answer over a correct one...
Since you have the huevos to post something this dumb on a legit forum, I figured you were the correct candidate for this:
Amazon.com: F in Exams: The Very Best Totally Wrong Test Answers (9780811878319): Richard Benson: Books