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InteligenciaItil version 11 - 4

itil v11-4

QUESTION 126
Service Design emphasises the importance of the 'Four Ps'. Which of the following is a correct list of
these 'Four Ps'?

. People, Products, Partners, Profit
. People, Process, Products, Partners
. Potential, Preparation, Performance, Profit
. People, Potential, Products, Performance
QUESTION 127
Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?

. Profit
. Preparation
. Products
. Potential
QUESTION 128
Which of the following should be considered when designing measurement systems, methods and
metrics?:
1. The services
2. The architectures
3. The configuration items
4. The processes

. 1, 2 and 3 only
. 1, 3 and 4 only
. 2,3 and 4 only
. All of the above
QUESTION 129
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement

. 1 Plan, 2 Do, 3 Check, 4 Act
. 3 Plan, 2 Do, 4 Check, 1 Act
. 4 Plan, 3 Do, 1 Check, 2 Act
. 2 Plan, 3 Do, 4 Check, 1 Act
QUESTION 130
In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned
by which set of activities?

. Baseline assessments
. Service and process improvements
. Taking measurements and recording metrics
. Setting measurement targets
QUESTION 131
Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as
'Understand and agree on the priorities for improvement based on a deeper development of the principles
defined in the vision'?

. Where are we now?
. Where do we want to be?
. How do we get there?
. Did we get there?
QUESTION 132
Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Man

. 1, 2 and 3 only
. 1, 3 and 4 only
. 2, 3 and 4 only
. None of the above
QUESTION 133
Which is the BEST definition of a Configuration Item (CI)?

. An item of hardware or software registered in the asset database
. A collection of information used to describe a hardware or software item
. An asset, service component or other item that is, or will be, under the control of Configuration Management
. Information recorded by the Service Desk when an Incident is reported
QUESTION 134
Which of the following is an objective of Release and Deployment Management?

. To standardize methods and procedures used for efficient and prompt handling of all Changes
. To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
. To ensure that overall business risk of Change is optimized
. To define and agree release and deployment plans with customers and stakeholders
QUESTION 135
What are the categories of event described in the ITIL Service Operation book?

. Informational, Scheduled, Normal
. Scheduled, Unscheduled, Emergency
. Informational, Warning, Exception
. Warning, Reactive, Proactive
QUESTION 136
Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. The output from monitoring tools

. 1, 2 and 3 only
. 1, 2 and 4 only
. 2, 3 and 4 only
. All of the above
QUESTION 137
Which of the following is NOT an objective of the Operations Management function?

. Swift application of skills to diagnose any IT Operations failures that occur
. Regular scrutiny and improvements to achieve improved service at reduced costs
. First line Incident investigation and diagnosis logged by users
. Maintenance of status quo to achieve stability of day to day processes and activities
Which part of ITIL provides guidance in adapting good practice for specific business environments and
organizational strategies?

. The ITIL Complementary Guidance
. The Service Support book
. Pocket Guides
. The Service Strategy book
QUESTION 139
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels
agreed on the Service Level Agreement (SLA) is the responsibility of which role?

. The Service Level Manager
. The Configuration Manager
. The Change Manager
. The Information Security Manager
QUESTION 140
Which process lists "Understanding patterns of business activity" as a major role?

. Demand Management
. Supplier Management
. Service Desk
. Request Fulfilment
QUESTION 141
Effective Service Transition can significantly improve a service provider's ability to handle high
volumes of what?

. Service level requests
. Changes and Releases
. Password resets
. Incidents and Problems
QUESTION 142
Understanding the level of risk during and after change and providing confidence in the degree of
compliance with governance requirements during change are both ways of adding business value through
which part of the service lifecycle?

. Service Transition
. Risk Management
. IT Service Continuity Management
. Availability Management
QUESTION 143
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and
processes required to deliver and manage services at agreed levels to business users and customers?

. Continual Service Improvement
. Service Transition
. Service Design
. Service Operation
QUESTION 144
In terms of adding value to the business, which of the following describes Service Operation's
contribution?

. The cost of the service is designed, predicted and validated
. Measures for optimization are identified
. Service value is modelled
. Service value is actually seen by customers
QUESTION 145
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the
service lifecycle?

. Service Operation
. Service Transition
. Continual Service Improvement
. Service Strategy
QUESTION 146
Which of the following Availability Management activities are considered to be proactive as opposed to
reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

. All of the above
. 1 and 2 only
. 1 and 3 only
. 2 and 3 only
QUESTION 147
Customer perceptions and business outcomes help to define what?

. The value of a service
. Customer satisfaction
. Total cost of ownership
. Key performance indicators
QUESTION 148
The positive effect that customers perceive a service can have on their business outcomes is referred
to as what?

. The utility of a service
. The warranty of a service
. The economic value of a service
. Return on investment
QUESTION 149
A consultant has made two recommendations to you in a report:
1. To include legal terminology in your Service Level Agreements(SLAs)
2. It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations confo

. 1 only
. 2 only
. Both of the above
. Neither of the above
QUESTION 150
Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?

. The SLA covers one service, for all the customers of that service
. The SLA covers an individual customer group for all services they use
. An SLA that covers all customers for all services
. An SLA for a service with no customers
QUESTION 151
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

. Technology, Customer, User
. Corporate, Customer, Service
. Corporate, Customer, Technology
. Corporate, Customer, Technology
QUESTION 152
What is most likely to cause a loss of faith in the Service Level Management process?

. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
. Inclusion of items in the SLA that cannot be effectively measured
. Involving customers in drafting Service Level Requirements
QUESTION 153
In which document would you expect to see an overview of actual service achievements against
targets?

. Operational Level Agreement (OLA)
. Capacity Plan
. Service Level Agreement (SLA)
. SLA Monitoring Chart (SLAM)
QUESTION 154
Which stage of the Change Management process deals with what should be done if the change is
unsuccessful?

. Remediation Planning
. Categorization
. Prioritization
. Review and Close
QUESTION 155
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

. 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
QUESTION 156
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

. Service Level Management
. Change Management
. Incident Management
. Service Asset and Configuration Management
QUESTION 157
What type of baseline captures the structure, contents and details of the infrastructure and represents
a set of items that are related to each other?

. Configuration Baseline
. Project Baseline
. Change Baseline
. Asset Baseline
QUESTION 158
Which of the following statements about Service Asset and Configuration Management is/are
CORRECT?
1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time
2. Choosing the right CI level is a matter of ac

. 1 only
. 2 only
. Both of the above
. Neither of the above
QUESTION 159
Which of the following is the BEST description of a relationship in Service Asset and Configuration
Management?

. Describes the topography of the hardware
. Describes how the Configuration Items (CIs) work together to deliver the services
. Defines which software should be installed on a particular piece of hardware
. Defines how version numbers should be used in a release
QUESTION 160
What is the name of the area where the definitive authorised versions of all media Configuration
Items(CIs) are stored and protected?

. Definitive Media Library
. Definitive Software Store
. Service Knowledge Management System
. Software Secure Library
QUESTION 161
Which model delivers a view of the services, assets and infrastructure?

. Incident Model
. Problem Model
. Configuration Model
. Change Model
QUESTION 162
Where would you expect incident resolution targets to be documented?

. A Service Level Agreement(SLA)
. A Request for Change(RFC)
. The Service Portfolio
. A Service Description
QUESTION 163
Which statement BEST represents the guidance on incident logging?

. Incidents must only be logged if a resolution is not immediately available
. Only incidents reported to the Service Desk can be logged
. All incidents must be fully logged
. The Service Desk decide which incidents to log
QUESTION 164
Which of the following would a Major Problem Review examine?
1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

. 1 only
. 2 and 3 only
. 1, 2 and 4 only
. All of the above
QUESTION 165
Which Problem Management activity helps to ensure that the true nature of the problem can be easily
traced and meaningful management information can be obtained?

. Categorization
. Logging
. Prioritization
. Closure
QUESTION 166
Which of the following can help determine the level of impact of a problem?

. Definitive Media Library (DML)
. Configuration Management System (CMS)
. Statement of Requirements (SOR)
. Standard Operating Procedures (SOP)
QUESTION 167
Identify the input to the Problem Management process

. Request for Change
. Problem Resolution
. Incident Records
. New Known Errors
QUESTION 168
What are the two major processes in Problem Management?

. Technical and Service
. Resource and Proactive
. Reactive and Technical
. Proactive and Reactive
QUESTION 169
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents
that cannot be prevented?

. Service Level Management
. Problem Management
. Change Management
. Event Management
QUESTION 170
With which process is Problem Management likely to share categorization and impact coding
systems?

. Incident Management
. Service Asset and Configuration Management
. Capacity Management
. IT Service Continuity
QUESTION 171
Which process will regularly analyze incident data to identify discernable trends?

. Service Level Management
. Problem Management
. Change Management
. Event Management
QUESTION 172
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

. Availability Management
. Demand Management
. Financial Management
. Service Level Management
QUESTION 173
As a strategic tool for assessing the value of IT services, Financial Management applies to which of
the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider tha

. All of the above
. 1 and 2 only
. 1 and 3 only
. 2 and 3 only
QUESTION 174
Which of the following statements is CORRECT?

. IT Service Continuity Management can only take place once Business Continuity Management has been established
. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
. Business Continuity Management and IT Service Continuity Management must be established at the same time
. IT Service Continuity Management is not required when IT is outsourced to a third party provider
QUESTION 175
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS)
are both elements of what larger entity?

. The Asset Register
. The Service Knowledge Management System
. The Known Error Database
. The Information Management System
QUESTION 176
Which of the following is NOT an objective of Continual Service Improvement?

. Review and analyse Service Level Achievement results
. Identify activities to improve the efficiency of service management processes
. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
. Conduct activities to deliver and manage services at agreed levels to business users
QUESTION 177
Which of the following Availability Management activities are considered to be proactive as opposed to
reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

. All of the above
. 1 and 2 only
. 1 and 3 only
. 2 and 3 only
QUESTION 178
Customer perceptions and business outcomes help to define what?

. The value of a service
. Customer satisfaction
. Total Cost of Ownership (TCO)
. Key Performance Indicators (KPIs)
QUESTION 179
What type of improvement should be achieved by using the Deming Cycle?

. Rapid, one-off improvement
. Return on investment within 12 months
. Quick wins
. Steady, ongoing improvement
QUESTION 180
"Planning and managing the resources required to deploy a release into production" is a purpose of
which part of the Service Lifecycle?

. Service Operation
. Service Strategy
. Service Transition
. Continual Service Improvement
QUESTION 181
Understanding what to measure and why it is being measured are key contributors to which part of the
Service Lifecycle?

. Service Strategy
. Continual Service Improvement
. Service Operation
. Service Design
QUESTION 182
The consideration of business outcomes and value creation are principles of which part of the Service
Lifecycle?

. Continual Service Improvement
. Service Strategy
. Service Design
. Service Transition
QUESTION 183
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

. Do
. Perform
. Implement
. Measure
QUESTION 184
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving
services and service management processes?

. Plan
. Do
. Check
. Act

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