ITIL Service Design Question Pool

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ITIL Service Design Question Pool

78 Questions

1 Within a service design package (SDP), which of the following would NOT be included in the service transfer plan?
Select ONE answer

  • a. Deployment and release policies
  • b. Testing requirements
  • c. Operational strategy and objectives
  • d. Component build plans
c

Explanation
ITIL Service Design: Table A.1
Glossary Term: service design package (SDP)

2 Which ITIL process is responsible for negotiating supplier contracts and managing them throughout their lifecycle?
Select ONE answer

  • a. Service level management (SLM)
  • b. Supplier management
  • c. Contract management
  • d. Financial management for IT services
b

Explanation
ITIL Service Design: 4.8.1
Glossary Term: supplier management

3 Which of the following would be included in a service improvement plan (SIP)?
1. Actions
2. Priorities
3. Impacts
4. Risks
Select ONE answer

  • a. 2, 3 and 4 only
  • b. 1, 2 and 4 only
  • c. 1, 2 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.3.6.3 Outputs of service level management
Glossary Term: service improvement plan (SIP)

4 Which of the following would fall within the scope of IT service continuity management (ITSCM)?
Select ONE answer

  • a. A major service outage affecting a large number of business units
  • b. A company-wide service failure that is considered to be a disaster
  • c. A system replacement that requires a full service outage for a brief period of time
  • d. A virus that degrades the performance of a number of services to the business
b

Explanation
ITIL Service Design: 4.6.1
Glossary Term: IT service continuity management (ITSCM)

5 Service level requirements (SLRs) are based on which of the following?
Select ONE answer

  • a. Business objectives
  • b. Service levels
  • c. Process metrics
  • d. Service targets
a

Explanation
ITIL Service Design: 4.3.5.2
Glossary Term: service level requirements (SLRs)

6 Which of the following can be considered views of a service catalogue?
1. Supporting services view
2. Wholesale customer view
3. Business services view
4. Live services view
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 3 and 4 only
  • c. 2, 3 and 4 only
  • d. All of the above
a

Explanation
ITIL Service Design: 4.2.4.5
Glossary Term: service catalogue

7 What are the three main layers MOST commonly used within a multi-level service level agreement (SLA)?
Select ONE answer

  • a. Service level, customer level, provider level
  • b. Corporate level, service level, customer level
  • c. Corporate level, management level, operational level
  • d. Provider level, customer level, corporate level
b

Explanation
ITIL Service Design: 4.3.5.1
Glossary Term: service level agreement (SLA)

8 The objectives of capacity management do NOT include which of the following?
Select ONE answer

  • a. Ensure that proactive measures to improve the performance of services are implemented wherever it is cost-justifiable to do so
  • b. Assist with the diagnosis and resolution of availability-related incidents and problems
  • c. Assess the impact of all changes on the capacity plan, and the performance and capacity of all services and resources
  • d. Ensure that service performance achievements meet all of their agreed targets by managing the performance and capacity of both services and resources
b

Explanation
ITIL Service Design: 4.5.1
Glossary Term: capacity management

9 When conducting a risk assessment for IT service continuity management (ITSCM), which of the following would NOT be included as a risk?
Select ONE answer

  • a. Power failure
  • b. Increase in cost
  • c. Flood
  • d. Denial of service
b

Explanation
ITIL Service Design: 4.6.5.2
Glossary Term: risk assessment

10 Which of the following is the design coordination process NOT responsible for?
Select ONE answer

  • a. Designing the detailed service solutions themselves and the production of the individual parts of the service design package (SDPs)
  • b. Reviewing, measuring and improving the performance of all service design activities and processes
  • c. Maintaining policies, guidelines, standard, budgets, models, resources and capabilities for service design activities and processes
  • d. Supporting the achievement of higher customer and user satisfaction levels and improved confidence in IT and in the services received
a

Explanation
ITIL Service Design: 4.1.2 Scope of design
Glossary Term: design coordination

11 An internal agreement that covers a network service managed by a network support team is referred to as what?
Select ONE answer

  • a. An IT service agreement
  • b. A service level agreement (SLA)
  • c. An operational level agreement (OLA)
  • d. An underpinning contract (UC)
c

Explanation
ITIL Service Design: 4.3.4
Glossary Term: operational level agreement (OLA)

12 Which of the following services would be included in a service catalogue?
1. Live services
2. Services being transitioned into the live environment
3. Services being retired
4. Services being considered
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 3 only
  • c. 1 and 4 only
  • d. 1 and 2 only
d

Explanation
ITIL Service Design: 4.2.2
Glossary Term: service catalogue management

13 Which of the following is NOT a purpose of a business impact analysis (BIA)?
Select ONE answer

  • a. Quantify the type of impact to the business of a loss of service
  • b. Identify what other services are affected by a service charge
  • c. Identify the 'hard' and 'soft' impacts of a disaster
  • d. Identify the most important vital business functions to the organization
b

Explanation
ITIL Service Design: 4.6.5.2
Glossary Term: business impact analysis (BIA)

14 Which ITIL process has an objective to conduct regular risk assessment and management exercises to manage IT services within an agreed level of business risk in conjunction with the business and the availability management (AM) and information security management (ISM) processes?
Select ONE answer

  • a. Risk management
  • b. Recovery management
  • c. IT service continuity management (ITSCM)
  • d. Service level management (SLM)
c

Explanation
ITIL Service Design: 4.6.1
Glossary Term: IT service continuity management (ITSCM)

15 Which of the following are potential problems with the responsible, accountable, consulted and informed (RACI) model?
1. Delegating responsibility to individuals without the necessary authority
2. Incorrect combination of functions
3. More than one person accountable
4. Combining too many closely related processes
Select ONE answer

  • a. 1, 3 and 4 only
  • b. 1, 2 and 3 only
  • c. 2, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Design: 3.7.4.1
Glossary Term: RACI

16 Who is accountable for the delivery of a specific IT service and responsible to the customer for the initiation, transition and ongoing maintenance and support of a particular service?
Select ONE answer

  • a. Business relationship manager (BRM)
  • b. Service manager
  • c. Service owner
  • d. Process owner
c

Explanation
ITIL Service Design: 6.3.1
Glossary Term: service owner

17 Within the scope of the service catalogue management process, which of the following are included? 1. Development and maintenance of services and service package descriptions 2. Interfaces and dependencies between all services and supporting services 3. Contribution to the definition of services and service packages 4. Maintenance and fulfillment of service requests as performed through request fulfillment
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 2, 3 and 4 only
  • c. 3 and 4 only
  • d. All of the above
a

Explanation
ITIL Service Design: 4.2.2
Glossary Term: service catalogue management

18 Which of the following is NOT correct when assigning roles in a responsible, accountable, consulted and informed (RACI) chart?
Select ONE answer

  • a. Only one role should be accountable
  • b. Only one role should be responsible
  • c. As many roles as needed should be informed
  • d. As many roles as needed should be informed
b

Explanation
ITIL Service Design: 3.7.4.1
Glossary Term: RACI

19 Which of the following are NOT outputs of the capacity management process?
1. Change information
2. Workload information
3. Capacity plan
4. Threshold alerts and events
Select ONE answer

  • a. 1 and 2 only
  • b. 2 and 3 only
  • c. 3 and 4 only
  • d. 2 and 4 only
a

Explanation
ITIL Service Design: 4.5.6.3
Glossary Term: capacity management

20 Which ITIL process ensures the production of service designs and/or service design packages (SDPs) and their handover to service transition?
Select ONE answer

  • a. Service transition planning
  • b. Design coordination
  • c. Service level requirements (SLRs)
  • d. Application planning
b

Explanation
ITIL Service Design: 4.1.2 Scope of design coordination
Glossary Term: design coordination

21 Which of the following is a CORRECT list of ITIL supplier categories?
Select ONE answer

  • a. Strategic, management, tactical, operational
  • b. Strategic, tactical, operational, commodity
  • c. Strategic, management, operational, commodity
  • d. Strategic, tactical, management, commodity
b

Explanation
ITIL Service Design: 4.8.5.3 Supplier
Glossary Term: supplier management

22 Which factors contribute to the mean time to restore service (MTRS)?
1. Time to record
2. Time to resolve
3. Time to recover
4. Time to maintain
Select ONE answer

  • a. 1, 3 and 4 only
  • b. 2, 3 and 4 only
  • c. 1, 2 and 3 only
  • d. All of the above
c

Explanation
ITIL Service Design: 4.4.4.3
Glossary Term: mean time to restore service (MTRS)

23 Which sub-process of capacity management is focused on the IT infrastructure that underpins services?
Select ONE answer

  • a. Component capacity management (CCM)
  • b. Service capacity management (SCM)
  • c. Infrastructure capacity management
  • d. Business capacity management
a

Explanation
ITIL Service Design: 4.5.4.3
Glossary Term: Component capacity management (CCM)

24 Which of the following are responsibilities of a process practitioner? 1. Carrying out one or more activities of a process 2. Understanding how their role contributes to the overall delivery of a service and the creation of value for the business 3. Working with service owners and other process managers to ensure the smooth running of services 4. Ensuring that inputs, outputs and interfaces for their activities are correct
Select ONE answer

  • a. 1, 2 and 4 only
  • b. 1, 3 and 4 only
  • c. 1 only
  • d. All of the above
a

Explanation
ITIL Service Design: 6.3.4 Generic

25 Which of the following topics should be included in an underpinning contract (UC)?
1. Division of responsibilities
2. Scope of services provided
3. Service performance requirements
4. Agreement change process
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 3 only
  • c. 2, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.8.4.2
Glossary Term: underpinning contract (UC)

26 Which process is responsible for ensuring that all parties adopt a common framework of standard, reusable design practices?
Select ONE answer

  • a. Design planning
  • b. Design improvement
  • c. Design coordination
  • d. Strategy management for IT services
c

Explanation
ITIL Service Design: 4.1.2
Glossary Term: design coordination

27 What is a common measure for 'reliability'?
Select ONE answer

  • a. Mean time to restore (MTTR)
  • b. Mean time between failures (MTBF)
  • c. Mean time to recover (MTTRe)
  • d. Mean time to maintain (MTTM)
b

Explanation
ITIL Service Design: 4.4.4.3
Glossary Term: Mean time between failures (MTBF)

28 Which of the following is the CORRECT description of 'reliability'?
Select ONE answer

  • a. How long a service, component or configuration item (CI) can perform it s agreed function without interruption
  • b. How dependable a component is as a fail-over device
  • c. How easy a service, device or CI is to restore from a failure
  • d. How long a component can operate independently from other service CIs in the event of a failure
a

Explanation
ITIL Service Design: 4.4.4.2
Glossary Term: reliability

29 Which of the following is NOT covered by the service catalogue management process?
Select ONE answer

  • a. Interfaces, dependencies and consistency between the service catalogue and the overall service portfolio
  • b. Interfaces and dependencies between all services and supporting services withing the service catalogue and the configuration management system (CMS)
  • c. Interfaces and dependencies betwene service level requirements (SLRs), service level targets and the operational contracts
  • d. Interfaces and dependencies between all services, and supporting components and configuration items (CIs) withing the service catalogue and the CMS
c

Explanation
ITIL Service Design: 4.2.2
Glossary Term: service catalogue management

30 Which lifecycle stage has the objective to ensure that minimal improvements to IT services are required during their lifecycle?
Select ONE answer

  • a. Service strategy
  • b. Service operation
  • c. Service design
  • d. Continual service improvement (CSI)
c

Explanation
ITIL Service Design: 1.1.1
Glossary Term: service design

31 Before the first service level requirement (SLR) can be agreed, which of the following should be in place?
Select ONE answer

  • a. The service catalogue
  • b. The service level agreement (SLA)
  • c. The operational level agreement (OLA)
  • d. The underpinning contract (UC)
a

Explanation
ITIL Service Design: 4.3.5.2
Glossary Term: service level agreement (SLA)

32 Which of the following are steps in building a responsible, accountable, consulted and informed (RACI) chart?
1. Identify and define roles
2. Allocate roles and responsibilities
3. Assign service targets for executing the RACI
4. Distribute the chart and get feedback
Select ONE answer

  • a. 1 and 2 only
  • b. 1, 2 and 4 only
  • c. 2, 3 and 4 only
  • d. All of the above
b

Explanation
ITIL Service Design: 3.7.4.1
Glossary Term: RACI

33 Which of the following statements about availability management (AM) is NOT correct?
Select ONE answer

  • a. Reliability is a measure of how quickly a service, component or configuration item (CI) can be restored
  • b. Availability is the ability of a service to perform its agreed function when required
  • c. Serviceability is the ability of a third-party provider to meet the terms of its contract
  • d. Vital business function (VBF) is a term used to describe the part of a business process that is critical
a

Explanation
ITIL Service Design: 4.4.4.3
Glossary Term: availability

34 Which other areas of ITL provides information to capacity management through continual monitoring of performance?
Select ONE answer

  • a. Continual service improvement (CSI)
  • b. Service operation
  • c. Service portfolio management
  • d. Service desk
b

Explanation
ITIL Service Design: 4.5.4.3

35 Which role is accountable for the operational management of a process?
Select ONE answer

  • a. Service manager
  • b. Process manager
  • c. Process practitioner
  • d. IT operations management
b

Explanation
ITIL Service Design: 6.3.3
Glossary Term: process manager

36 Which stages of the lifecycle should be involved in the supplier management processes and planning?
Select ONE answer

  • a. Service strategy, service design, service transition and continual service improvement
  • b. Service design, service transition and service operation
  • c. Service strategy, service design and service transition
  • d. Service strategy, service design, service transition, service operation and continual service improvement (CSI)
d

Explanation
ITIL Service Design: 4.8 Supplier management
Glossary Term: supplier management

37 Which of the following would an information security management (ISM) policy include?
1. An access control policy
2. A password control policy
3. An email policy
4. An internet policy
Select ONE answer

  • a. 1 and 3 only
  • b. 3 and 4 only
  • c. 2 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.7.4.1
Glossary Term: information security management (ISM)

38 A service level agreement (SLA) is an agreement between which parties?
Select ONE answer

  • a. Two IT service providers
  • b. A customer and a business unit
  • c. A business unit and an IT service provider
  • d. A supplier and a customer
c

Explanation
ITIL Service Design: 4.3.4
Glossary Term: service level agreement (SLA)

39 Which of the following are considered when categorizing supplier types?
1. Value and importance
2. Cost and quality
3. Risk and impact
4. Stability and references
Select ONE answer

  • a. 1 and 2 only
  • b. 3 and 4 only
  • c. 1 and 3 only
  • d. All of the above
c

Explanation
ITIL Service Design: 4.8.5.3
Glossary Term: supplier management

40 Which ITIL process has the following objectives?
1. Information is observed by or disclosed to only those who have a right to know (confidentiality).
2. Information is complete, accurate and protected against unauthorized modification (integrity).
3. Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failures (availability).
Select ONE answer

  • a. Availability management (AM)
  • b. Access management
  • c. Information security management (ISM)
  • d. Confidentiality management
c

Explanation
ITIL Service Design: 4.7.1 Purpose and objectives for information security management
Glossary Term: information security management (ISM)

41 The design of management information systems (MIS) and tools are considered by which area of the service design stage?
Select ONE answer

  • a. Service design aspects
  • b. Service level requirements (SLRs)
  • c. Capacity planning
  • d. Supplier management
a

Explanation
ITIL Service Design: 3.1.1 Holistic service design

42 What is a vital business function (VBF)?
Select ONE answer

  • a. A function invoked by the business for emergencies
  • b. Part of a business process that is critical for the success of the business
  • c. A term for a critical functional failure
  • d. Part of an IT service team that deals with critical applications
b

Explanation
ITIL Service Design: 4.4.4.3 Aspects of availability
Glossary Term: vital business function (VBF)

43 Who in the business and IT organizations should authorize information security policies?
Select ONE answer

  • a. IT security director
  • b. IT support staff
  • c. Executive management
  • d. Business customers
c

Explanation
ITIL Service Design: 4.7.4.1 Policies of information security management
Glossary Term: information security management (ISM)

44 Which of the following statements about service catalogue management is NOT true?
Select ONE answer

  • a. The service catalogue maintains accurate information about operational services
  • b. Service catalogue management contributes to the definition of services and service package
  • c. Service catalogue management reflects the details of the services offered
  • d. A service catalogue contains detailed information about service assets and their configurations
d

Explanation
ITIL Service Design: 4.2.1 Purpose and objectives of service catalogue management
Glossary Term: service catalogue management

45 Which of the following are objectives of the design coordination process?
1. Plan and coordinate the resources and capabilities required to design new or changed services
2. Manage the quality criteria, requirements and handover points between the service design stage and service strategy and service transition
3. Manage knowledge artefacts for transitioning new or changed services
4. Improve the effectiveness and efficiency of service design activities and processes
Select ONE answer

  • a. 1, 2 and 4 only
  • b. 2 and 3 only
  • c. 2, 3 and 4 only
  • d. All of the above
a

Explanation
ITIL Service Design: 4.1.1 Purpose and objectives of design coordination
Glossary Term: design coordination

46 When undertaking service automation of data, which of the following are useful design considerations?
1. Type of data needed
2. The value of the data to the organization
3. Data storage, security and protection
4. Administration skills for data
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 2, 3 and 4 only
  • c. 2 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Design: 7.1 Service design tools

47 What is the name given to the process that ensures that the required and cost-justifiable service quality is maintained and gradually improved by planning, coordinating, drafting, agreeing, monitoring and reporting?
Select ONE answer

  • a. Service quality management
  • b. Service level management (SLM)
  • c. Service continuity management
  • d. Service availability management
b

Explanation
ITIL Service Design: 4.3.4 Policies, principles and basic concepts of service level management
Glossary Term: service level management (SLM)

48 IT service management (ITSM) requires the correct blend of which of the following?
Select ONE answer

  • a. People, processes, products and partners
  • b. Processes, technology, products and partners
  • c. Services, processes, people and products
  • d. Services, processes, people and partners
a

Explanation
ITIL Service Design: 3.1.5 Comprehensive and integrated service design

49 Adopting and implementing which lifecycle stage will help improve the consistency of service, service alignment and service performance?
Select ONE answer

  • a. Service design
  • b. Service transition
  • c. Service strategy
  • d. Service operation
a

Explanation
ITIL Service Design: 1.1.4 Value to business
Glossary Term: service design

50 Which sub-process of ITIL ensures that the performance of all services, as detailed in service targets within service level agreements (SLAs) and service level requirements (SLRs), is monitored and measured, and that the collected data are recorded, analysed and reported?
Select ONE answer

  • a. Component availability monitoring
  • b. Event management monitoring
  • c. Service capacity management (SCM)
  • d. Continual service reporting
c

Explanation
ITIL Service Design: 4.5.4.3 Capacity management sub-process
Glossary Term: service capacity management (SCM)

51 Which ITIL process manages an operational level agreement (OLA)?
Select ONE answer

  • a. Supplier management
  • b. Service level management (SLM)
  • c. Contract management
  • d. Operational management
b

Explanation
ITIL Service Design: 4.3.4 Policies, principles and basic concepts
Glossary Term: service level management (SLM)

52 Which of the following is the CORRECT place for customers to view information about the services available to them?
Select ONE answer

  • a. The configuration management system (CMS)
  • b. The service catalogue
  • c. The service knowledge management system (SKMS)
  • d. The service management information system (SMIS)
b

Explanation
ITIL Service Design: 4.2.1 Purpose and objectives of service catalogue management
Glossary Term: service catalogue management

53 Which of the following is NOT one of the five major aspects of service design?
Select ONE answer

  • a. Management information systems (MIS) and tools
  • b. The required processes
  • c. People, processes and technology
  • d. Measurement methods and metrics
c

Explanation
ITIL Service Design: 3.1.1 Holistic service design

54 Which of the following should the information security management (ISM) process include?
1. Management of suppliers and contracts regarding access to systems and services, in conjunction with supplier management
2. Management of all security breaches, incidents and problems associated with all systems and services
3. The proactive improvement of security controls, security risk management and the reduction of security risks
4. Understanding the agreed current and future security requirements of the business and the existing business security policy and plans
Select ONE answer

  • a. 1 and 2 only
  • b. 2, 3 and 4 only
  • c. 1, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.7.2 Scope of information security management
Glossary Term: information security management (ISM)

55 Which lifecycle stage is responsible for designing IT services together with the governing IT practices, processes and policies, to realize the service provider's strategy?
Select ONE answer

  • a. Service strategy
  • b. Service design
  • c. Service transition
  • d. Continual service improvement (CSI)
b

Explanation
ITIL Service Design: 1.1.1 Purpose and objective of service design
Glossary Term: service design

56 When a service review reveals issues that require corrective action, to which groups are the actions assigned?
Select ONE answer

  • a. The service provider only
  • b. The customer only
  • c. The customer and /or service provider as needed
  • d. The service provider and IT management only
c

Explanation
ITIL Service Design: 4.3.5.6 Conducting service reviews

57 What does the acronym RACI stand for?
Select ONE answer

  • a. Responsible, Accountable, Collaborative, Invested
  • b. Reactive, Accountable, Consulted, Information
  • c. Responsible, Accountable, Consulted, Informed
  • d. Related, Accountable, Configured, Information
c

Explanation
ITIL Service Design: 3.7.4.1 Designing roles - the RACI model
Glossary Term: RACI

58 A service design package (SDP) should contain which of the following service transition items?
1. Testing policy
2. Deployment policy
3. Change policy
4. Build policy
Select ONE answer

  • a. 1 and 3 only
  • b. 2, 3 and 4 only
  • c. 1, 2 and 4 only
  • d. All of the above
c

Explanation
ITIL Service Design: Appendix A: The service design package
Glossary Term: service design package (SDP)

59 Which responsibility is common to the roles of service owner, process owner and process manager?
Select ONE answer

  • a. Identifying improvement opportunities
  • b. Participating in service review meetings
  • c. Ensuring that all activities are carried out as required throughout the service lifecycle
  • d. Ensuring that inputs, outputs and interfaces for their activities are correct
a

Explanation
ITIL Service Design: 6.3.1 Generic service owner

60 Which service lifecycle stage looks at designing, identifying, defining and aligning the IT solution with business requirements?
Select ONE answer

  • a. Service design
  • b. Service transition
  • c. Service strategy
  • d. Service operation
a

Explanation
ITIL Service Design: 1.1.2
Glossary Term: service design

61 Which of the following is the CORRECT term for any kind of agreement or contract between an IT service provider and a supplier that supports the delivery of service to the customer?
Select ONE answer

  • a. External service agreement
  • b. Supplier level agreement
  • c. Underpinning contract (UC)
  • d. IT service provider agreement
c

Explanation
ITIL Service Design:
Glossary Term: Underpinning contract (UC)

62 Which of the following form the basic content of an underpinning contract (UC)?
1. Terms and conditions
2. Workload ranges
3. Service description
4. Management information
Select ONE answer

  • a. 1 and 2 only
  • b. 1 and 3 only
  • c. 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.8.4.2
Glossary Term: underpinning contract (UC)

63 Which of the following statements is NOT a guiding principle of service availability?
Select ONE answer

  • a. There is a direct correlation in most organizations between service availability and customer and user satisfaction
  • b. When services fail, it is still possible to achieve business, customer and user satisfaction and recognition
  • c. Improving availability can only begin after understanding how the IT services support the operation of the business
  • d. Understanding the agreed current and future demands being made by the customer for IT resources, and producing forecasts for the future requirements
d

Explanation
ITIL Service Design: 4.4.4.2
Glossary Term: availability

64 What does the acronym SLAM stand for?
Select ONE answer

  • a. Service level agreement matrix
  • b. Service level agreement monitoring
  • c. Service level accounting matrix
  • d. Service level alarm monitor
b

Explanation
ITIL Service Design: 4.3.5.5
Glossary Term: SLAM chart

65 Which of the following is a CORRECT statement about a service level agreement (SLA)?
Select ONE answer

  • a. An SLA is a written agreement between an IT organization and a customer
  • b. An SLA should only be used for customers who pay for services
  • c. An SLA can only be used for one customer at a time
  • d. An SLA's terms should describe what the customer wants
a

Explanation
ITIL Service Design: 4.3.4
Glossary Term: service level agreement (SLA)

66 Which of the following is NOT one of the five major aspects of service design?
Select ONE answer

  • a. Management information systems (MIS) and tools
  • b. The required processes
  • c. People, processes and technology
  • d. Measurement methods and metrics
c

Explanation
ITIL Service Design: 3.1.1

67 When should an operational level agreement (OLA) be used?
Select ONE answer

  • a. When a customer and an IT organization cannot agree on operational terms
  • b. When internal IT departments need to agree their service levels
  • c. When an IT organization needs to agree terms with its suppliers
  • d. When an IT organization and its suppliers disagree about service levels
b

Explanation
ITIL Service Design: 4.3.4
Glossary Term: operational level agreement (OLA)

68 What does the abbreviation AST stand for in availability management (AM)?
Select ONE answer

  • a. Average service time
  • b. Agreed service time
  • c. Actual service time
  • d. Available service time
b

Explanation
ITIL Service Design: 4.4.4.3
Glossary Term: availability

69 Which of the following is the BEST description of a service-based service level agreement (SLA)?
Select ONE answer

  • a. An SLA with an external provider for a single service
  • b. An SLA that covers all the generic service level management (SLM) issues appropriate to every customer throughout the organization
  • c. An SLA that covers only shared services for a single customer
  • d. An SLA that covers one service, for all the customers of that service
d

Explanation
ITIL Service Design: 4.3.5.1
Glossary Term: service level agreement (SLA)

70 Which of the following does a service level requirement (SLR) primarily relate to?
Select ONE answer

  • a. Service warranty
  • b. Service utility
  • c. Both warranty and utility
  • d. None of the above
a

Explanation
ITIL Service Design: 4.3.5.2
Glossary Term: service level requirement (SLR)

71 Confidentiality, integrity and availability are a part of which ITIL process?
Select ONE answer

  • a. Access management
  • b. Supplier management
  • c. Availability management (AM)
  • d. Information security management (ISM)
d

Explanation
ITIL Service Design: 4.7.1
Glossary Term: Information security management (ISM)

72 Which of the following are aspects of availability?
1. Serviceability
2. Vital business functions (VBFs)
3. Maintainability
4. Reliability
Select ONE answer

  • a. 1, 3 and 4 only
  • b. 2, 3 and 4 only
  • c. 1 and 2 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.4.4.3
Glossary Term: availability

73 What is the main objective of service design?
Select ONE answer

  • a. To ensure services are recorded and maintained in the service portfolio
  • b. To design IT services so effectively that minimal improvement during their lifecycle will be required
  • c. To ensure that continual service improvement (CSI) is embedded throughout the entire lifecycle
  • d. To increase the volume of successful change to new or changed services
b

Explanation
ITIL Service Design: 1.1.1
Glossary Term: service design

74 A business/customer view of the service catalogue can contain which of the following?
1. Details of all the IT services delivered to the customers
2. Relationships to the business units and the business processes that rely on the IT services
3. Details of all the supporting IT services delivered to customers
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 3 only
  • c. 1 and 2 only
  • d. All of the above
c

Explanation
ITIL Service Design: 4.2.4.5
Glossary Term: service catalogue

75 Which of the following might the supplier management process need to comply with?
1. Purchasing policies
2. Financial policies
3. Legal policies
4. Corporate standards
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 2, 3 and 4 only
  • c. 1, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Design: 4.8.2
Glossary Term: supplier management

76 Which of the following terms describe features that may be needed in the design of services to support vital business functions (VBFs)?
Select ONE answer

  • a. High availibility, continuous improvement, redundancy
  • b. Fault tolerance, high availability, continuous operation
  • c. Continuous availability, high restoreability, redundancy
  • d. High serviceability, continuous resiliency, fault tolerance
b

Explanation
ITIL Service Design: 4.4.4.3
Glossary Term: vital business function (VBF)

77 Which role ensures that a process is fit for purpose?
Select ONE answer

  • a. Strategy manager
  • b. Process manager
  • c. Process owner
  • d. Design coordinator
c

Explanation
ITIL Service Design: 6.3.2
Glossary Term: process owner

78 Significant service failure that have a disatrous effect on the business are handled by which ITIL process?
Select ONE answer

  • a. Problem management
  • b. Major incident management
  • c. IT service continuity management (ITSCM)
  • d. Security management
c

Explanation
ITIL Service Design: 4.6.1
Glossary Term: IT service continuity management (ITSCM)

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Parent Article: ITIL Question Pool