Review Questions

You can find the answers in Appendix A.

1. Which of the following is the correct definition of the service catalog?

A. A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer

B. The complete set of services managed by a service provider, used to manage the entire lifecycle of all services

C. A database or document with information about all live IT services

D. Justification for a particular item of expenditure, including information about costs, benefits, options, and risks

2. Which of the following is included in a service catalog?

1. Customer-facing services
2. Strategic services
3. Supporting services
4. Retired services

A. 1 and 2

B. 1, 2, 3, and 4

C. 1 and 3

D. 2 and 3

3. Which of the following statements about the service catalog is true?

1. The service catalog forms part of the service portfolio.
2. The service portfolio forms part of the service catalog.
3. There is no relationship between the service catalog and the service portfolio.
4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio.

A. 1 and 3

B. 1 only

C. 2 and 4

D. 4 only

4. Availability is calculated using the formula AST-DT/AST × 100. What do the terms AST and DT refer to?

A. AST = assumed service target, DT = delivery time

B. AST = availability service target, DT = downtime

C. AST = agreed service time, DT = downtime

D. AST = agreed service time, DT = delivery time

5. Availability management considers VBFs. What does VBF stand for?

A. Viable business factors

B. Vital business functions

C. Visibility, benefits, functionality

D. Vital business facilities

6. Which of these statements is not correct?

A. MTBF measures uptime—the time from the failure to service restoration.

B. MTRS measures downtime.

C. MTBSI stands for maximum time before service interruption.

D. MTBSI measures the time from one failure until the next failure.

7. Which of the following are terms used in availability management?

1. Reliability
2. Resilience
3. Resistance
4. Attainability
5. Serviceability
6. Maintainability
7. Detectability

A. 1, 2, 6, 7

B. 2, 3, 5, 6

C. 1, 4, 6, 7

D. 1, 2, 5, 6

8. Which of the following are responsibilities of information security management?

1. Defining the protection required for systems and data
2. Undertaking risk assessments
3. Producing the Information security policy
4. Implementing security measures to new systems during service transition

A. 1 and 2 only

B. All of the above

C. 1, 2, and 3

D. 2, 3, and 4

9. Information security management keeps information about security in what?

A. SMIS

B. IMSS

C. KEDB

D. ISDB

10. Which of the following are responsibilities of supplier management?

1. Negotiating with internal suppliers
2. Negotiating with external suppliers
3. Monitoring delivery against the contract
4. Ensuring value for money

A. 1 and 2 only

B. All of the above

C. 1, 2, and 3

D. 2, 3, and 4

11. Which of the following are categories of supplier described in ITIL?

1. Strategic
2. Operational
3. Trusted
4. Commodity

A. 1 and 2 only

B. All of the above

C. 1, 2, and 4

D. 2, 3, and 4

12. Which of the following are responsibilities of capacity management?

1. Negotiating capacity requirements to be included in the SLA
2. Monitoring capacity
3. Forecasting capacity requirements
4. Dealing with capacity issues

A. 2, 3, and 4

B. 1 and 2 only

C. All of the above

D. 1, 2, and 4

13. Capacity management considers three subprocesses. What are they?

A. Service capacity, business capacity, component capacity

B. System capacity, business capacity, component capacity

C. Service capacity, business capacity, configuration capacity

D. System capacity, business capacity, infrastructure capacity

14. Capacity management considers PBAs. What does PBA stand for?

A. Proactive business assurance

B. Patterns of business availability

C. Patterns of business activity

D. Proactive business assessment

15. Which of the following are responsibilities of IT service continuity management?

1. Ensuring IT services can continue in the event of a disaster
2. Carrying out risk assessments
3. Ensuring the business has contingency plans in place in case of a disaster
4. Ensuring all IT staff know their role in the event of a disaster

A. 2, 3, and 4

B. 1, 2, and 4

C. 1 and 2 only

D. All of the above

16. IT service continuity management carries out a BIA in conjunction with the business. What does BIA stand for?

A. Business integrity appraisal

B. Business information alternatives

C. Benefit integration assessment

D. Business impact analysis

17. Which of the following statements about design coordination responsibilities is incorrect?

A. To ensure that the goals and objectives of the design stage are met

B. To design the solution

C. To provide a single coordination point

D. To ensure the design meets the requirements

18. Outputs from design coordination include what?

1. The service design package
2. The CMS
3. The governance requirements
4. Suggestions for improvements to be made to the design stage

A. 2, 3, and 4

B. 1 and 2 only

C. All of the above

D. 1 and 4 only

19. Which of the following statements about the service catalogue is TRUE?

A. The service catalog contains information on customer-facing services only

B. The service catalog contains information on supporting services only

C. The service catalog shows which IT service supports each business process

D. The service catalog shows details of services under development.

20. Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE?

A. ITSCM defines the service that can be provided in the event of a major disruption. The business can then plan how it will use the service.

B. ITSCM and Business Continuity Management (BCM) have no impact on each other.

C. BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM is responsible for delivering this level of service.

D. It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.

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