Question Details

CIS 500 POST QUIZ 
Q: Which larger entity holds Configuration Management Database and Configuration Management System as its elements?
  
Service Knowledge Management System
  
Information System Governance
  
Information Management
  
Known Error Database

Q: Which of these statements is/are correct? 

1.	A process owner carries out all the activities in the process.
2.	Resources and capabilities are used to control the process.
  
Neither
  
Both
  
2 only
  
1 only

Q: Generally, Service Management comprises six different capabilities that companies should consider for optimization. Choose the appropriate capabilities.
Correct AnswerYour Answer
Service Management capabilities
•	Service strategy and service offerings
•	Parts Supply Management
•	Returns, repairs and warranties
•	Field Service Management or Field force effectiveness
•	Customer management
•	Assets, Maintenance, Task Scheduling, Event Management

Q: Which of these places the steps of the Deming cycle in the correct order?
  
Do-Check-Plan-Act
  
Check-Do-Act-Plan
  
Act-Check-Do-Plan
  
Plan-Do-Check-Act

Q: Which of the following roles in Service Transition is made up of representatives from all areas within the IT Service Provider, the Business, and Third Parties?
  
The Application Developer
  
The Change Advisory Board
  
The Emergency Change Advisory Board
  
The Change Manager

Q: Which of the following levels in Service Operation is used to register and organize received Incidents and carry out an urgent effort in order to restore a failed IT Service as quickly as possible?
  
0 Level Support
  
2nd Level Support
  
3rd Level Support
  
1st Level Support

Q: Which part of Service Lifecycle holds the principal consideration of business outcomes and value creation?
  
Service Transition
  
Service Strategy
  
Service Design
  
Continual Service Improvement



Q: Which document refers to the steps that must be taken if there is a major gap in the projected delivery quality of a service and the actual delivery?
  
Business service catalog
  
Service level agreement
  
Service quality plan
  
Service improvement plan


Q: Which of the following ITIL processes is responsible for annually allocating the costs of underpinning contracts?
  
Service Level Management
  
IT Financial Management
  
IT Service Continuity Management
  
Availability Management


Q: Which part of Service Lifecycle has the purpose of "Planning and managing resources that are required to deploy a release into production"?
  
Service Transition
  
Service Asset
  
Configuration Management
  
Service Operation

Q: You work as a Project Manager for uCertify Inc. You have been requested by the management to show graphical representation of roles and responsibilities of different project team members. Which of the following will you produce?
  
Resource histogram chart
  
Organization chart
  
RACI chart
  
Pareto chart


Q: Which of the following is NOT one of the five aspects of Service Design?
  
The design of market places.
  
The design of new/changed services.
  
The design of Service Portfolio.
  
The design of technology and management systems.

Q: In uCertify Inc, the sales department has relocated internally with their people as well as IT resources. A service Desk employee has been assigned the task to relocate the department's workstations. In which of the following ITIL processes is this employee currently playing a role?
  
Configuration Management
  
Incident Management
  
Problem Management
  
Change Management


Q: Where would you expect incident resolution targets to be documented?
  
Service Portfolio
  
Service Request
  
Forward Schedule of Change
  
Service Level Agreement

Q: The Service Level Management process manages the services depending on the tangible records of services, service level targets, and the characteristics of the workload. Which of the following are the responsibilities of the Service Level Manager?


Each correct answer represents a complete solution. Choose all that apply.
  
Defines the Service Level Agreement structure.
  
Creates and provides the update of the service catalogue.
  
Provides the update of the existing Service Improvement Program.
  
Selects and recognizes the configuration structures for the infrastructure's Configuration Items.


Q: Which of these represents the correct sequence of the service lifecycle?
  
Service strategy, service transition, continual service improvement, service operation, service design
  
Service strategy, service design, service transition, service operation, continual service improvement
  
Service design, service strategy, service transition, continual service improvement, service operation
  
Service design, service transition, CSI, service strategy, service operation

Q: Which of the following are the features of Service Level Agreement (SLA)?


Each correct answer represents a complete solution. Choose all that apply.
  
The language used in an SLA should be clear and concise.
  
SLA provides one service for all customers of that service.
  
SLA is used as a legal document for imposing penalties.
  
Information included within an SLA is measurable.

Q: Complete the statement about continual service improvement: One of the key concepts for improvement is ensuring that service quality is constantly ___________ so that performance is monitored and enhanced if required.
  
measured
  
delivered
  
prepared
  
designed


Q: Which process reviews operational-level agreements on a regular basis?
  
Supplier management
  
Service portfolio management
  
Service-level management
  
Demand management

Q: A Configuration item (CI) is an IT asset or a combination of IT assets that may depend and have relationships with other IT processes. Which of the following are the attributes of the Configuration Item (CI)?

Each correct answer represents a part of the solution. Choose all that apply.
  
Technical
  
Baseline
  
Relationship
  
Ownership

Q: Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). What are the responsibilities of Service Level Management?

Each correct answer represents a part of the solution. Choose all that apply.
  
Producing and maintaining a Service Catalog
  
Ensuring that appropriate IT Service Continuity plans have been made
  
Ensuring that the agreed IT services are delivered
  
Liaising with Availability Management
  
Ensuring the primary functions of the Service Desk


Q: Which of the following ITIL processes offers an insight, using the modeling activity, into trends that might cause performance problems in the future?
  
Incident Management
  
Availability Management
  
Service Level Management
  
Capacity Management


Q: Which of the following are commonly used terms when discussing service improvement outcomes?

1.	Improvements
2.	Benefits
3.	Return On Investment (ROI)
4.	Value On Investment(VOI)
5.	Resources
  
2, 3, and 5 only
  
2, 3, 4, and 5 only
  
1, 2, 3, 4, and 5
  
1, 2, and 4 only
  
1, 2, 3, and 4 only


Q: Which of the following statements are true about Control Objectives for Information and Related Technology (COBIT)?


Each correct answer represents a complete solution. Choose all that apply.
  
It is a statistical measure of variations and a methodology used for improving processes.
  
It is primarily used for auditors.
  
It is used to provide a uniform structure to realize, implement, and evaluate IT capabilities, performance, and risks.
  
It is included in Microsoft Enterprise Service Model that supports an organization in meeting changing business demands and rapid technological changes.


Q: Which of the following statements are correct? It is the responsibility of the information security manager to: 

1.	Produce and maintain the information security policy.
2.	Define the data security requirements for the business.
3.	Ensure business impact analysis and risk analysis are conducted.
  
1, 2, and 3
  
1 and 2
  
2 and 3
  
1 and 3


Q: Which of the following are the activities of the service provider?


Each correct answer represents a complete solution. Choose all that apply.
  
Verifies the configuration records against the infrastructure and for correcting any exception
  
Considers inputs that are relevant for improving all the service management processes
  
Defines targets for improving the quality, costs, and resource utilization
  
Makes sure that all actions that were approved are delivered and attained their required objectives


Q: An availability plan should consider the requirements for what period?
  
For the next week
  
For the next month
  
For the next 12 to 18 months
  
For the next 24 hours


Q: Which of the following phases of the Plan-Do-Check-Act methodology is used to monitor, measure, and review that the service management objectives and plans are effectively achieved?
  
Do
  
Plan
  
Act
  
Check


Q: Which of these statements about asset management and configuration management is not true?
  
Asset management is concerned only with purchased items such as hardware and software.
  
Configuration management information is held in a database called the configuration repository.
  
Configuration management may include locations and documents.
  
Asset management considers the value of items, and configuration management considers the inter dependencies between items.

Q: The predicted costs and benefits of a proposed new service are documented in which of the following documents?
  
The improvement register
  
The business case
  
The service strategy
  
The project plan


Q: In which system will the information regarding configuration items and service assets be held?
  
SCMIS
  
CMS
  
Service catalog
  
CMIS

Q: You work as a Project Manager for uCertify Inc. You are leading the analysis of a new project that may be initiated by your company. The analysis is a focus on the return on investment (ROI) for new programs that may be created if the project is initiated. What type of document are you creating for your company?
  
Statement of work
  
Project scope statement
  
Project charter
  
Business case


Q: Which of the following assesses risks, determines costs to alleviate those risks, and prioritizes the recovery plan developed through Risk Assessment?
  
IT Service Continuity Management
  
Release Management
  
Service Capacity Management
  
Service Level Management


Q: An analysis has been done regarding the expansion of the customer information database. The result specifies that the disk capacity must be increased to contain the projected growth of the database in the near future. Which process is accountable for sharing this information on time to ensure that the available disk space is adequate?
  
Change Management
  
Capacity Management
  
ICT Infrastructure Management
  
Security Management

Q: Problem management is an important process in the service operation lifecycle stage. How does the process define a problem?
  
A problem is a set of incidents that have been linked together in a customer report.
  
A problem is the unknown, underlying cause of one or more incidents.
  
A problem is an issue that has no solution and needs to be raised to the senior management for a decision.
  
A problem is an incident that has become extremely serious and is causing significant business impact.

Q: Which of the following is prepared by the business and serves as a starting point for producing the IT Service Continuity Strategy?
  
Index of Disaster-Relevant Information
  
Disaster Invocation Guideline
  
Availability/ ITSCM/ Security Testing Schedule
  
Business Continuity Strategy


Q: Which one of these statements best reflects the purpose of continual service improvement?
  
To improve the effectiveness of the business processes in support of the organization
  
To design operational services to meet the requirements of the business
  
To improve the efficiency of services and service management processes
  
To define and agree the strategy for service management

Q: Which of the following should the DML contain?
  
The organizational structure of the company
  
The version information of all software
  
Details of all operational services
  
Master copies of all software and license documentation


Q: Capacity Management provides the required IT resources consistently at the right time and at the right cost according to present and future needs of the business. Which of the following are the benefits of Capacity Management? 


Each correct answer represents a complete solution. Choose all that apply.
  
More reliable forecasts provide earlier and more accurate response to the requests made by the customer.
  
Provides urgent changes that result from inadequate or incorrect capacity estimates.
  
Greater efficiency is provided as demand and supply are balanced at an early stage.
  	
Reduced risks related with existing services as the resources are managed effectively, and the equipment performance is monitored continuously.

Q: Which of the following are the activities of IT Service Continuity Management?


Each correct answer represents a complete solution. Choose all that apply.
  
It takes possession for an incident and behaves as the primary level of escalation.
  
It translates recovery requirements into infrastructure options and data storage requirements.
  
It works with BCM and Service Level Management (SLM) for the purpose of determining potential issues and recovery requirements via Business Impact Analysis.
  
It assess risks, determines costs to alleviate those risks, and prioritizes the recovery plan that is to be developed through a Risk Assessment.


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