CIS 500 UCERTIFY QUIZ 1 (33 QUESTIONS)

Correct
Q: Which of these statements describes an IT service provider?
 
A business unit responsible for IT processes
 
A third-party service provider delivering components of services
 
A service provider that provides IT services to internal or external customers
 
A function that provides controls for IT infrastructure

Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives?

 
Service Desk
 
Service Transition
 
Service Strategy
 
Service Design

Q: Which of the followings are the TWO main components of ITIL Service Management?
Service Support and Service Delivery
 
Service Operation and Service Support
 
Service Support and Service Desk
 
Service Support and Service Provider

Q: Functions are BEST described as?
 
Projects focusing on makeover
 
Self-Contained units of organizations
 
Closed loop systems
 
An organization of knowledge

Q: Which of the following is the implementation and management of quality IT services meeting the requirements of the business?

IT service continuity management
 
IT operations management
 
IT service management
 
IT service management forum

Q: Which of the following is NOT a goal of ITIL Service Management?

It ensures that IT services are aligned to the needs of users.
 
It improves availability and stability of services.
 
It improves communication within IT and with users.
 
It improves efficiency of external processes.

Q: Which of the following is NOT a key characteristic of ITIL?

Non-proprietary
 
Non-prescriptive
 
Good practice
 
Non-management

Q: Which of the following is the difference between the benefit achieved and the amount expended to achieve that benefit?

 
EOI
 
POI
 
ROI
 
VOI

Q: Which of the following stages of the Service Lifecycle is MOST concerned with defining policies and objectives?

Service Strategy
 
Service Transition
 
Service Desk
 
Service Design

Q: Which of the following is the CORE of the Service Lifecycle?

 
Service Operation
 
Service Transition
 
Service Strategy
 
Service Design

Q: Which of the following is the core structure of ITIL?

A Service Lifecycle
 
An Infrastructure Lifecycle
 
An IT Management Lifecycle
 
An IT Lifecycle

Q: What are the names of people who have an interest in an organization, project, IT service, etc?

 
Process owner
 
User profile
 
Customer care
 
Stakeholder

Q: Which of the following works for a different business to the IT service provider?

External customer
 
Internal customer
 
Public customer
 
Private customer

Q: Which of the following may have both internal and external customers?

 
Infrastructure service
 
IT service provider
 
Facility provider
 
External sourcing

Q: Which of the following works for the same business as the IT service provider?

 
In-sourcing agent
 
IT service manager
 
Internal customer
 
Internal manager

Q: Which of the following refers to outsourcing?

External service provider
 
Shared service provider
 
Business service provider
 
Internal service provider

Q: Which of the following uses an internal service provider to manage IT services?

 
Internal case
 
Internal sourcing
 
Internal user
 
Internal customer

Q: Which of the following includes metrics about actual service levels and trends?

 
Decision reports
 
Management reports
 
Choice reports
 
Test reports

Q: Which of the following activities is NOT handled by IT Operations Management?

 
Facility management
 
Maintenance of a technical infrastructure
 
Output management
 
Console management

Q: Which of the following statements about ITIL Services is NOT true?

 
It is description of management processes.
 
It is technical recommendations.
 
It is assessment guidelines.
 
It is recommendation of their implementation.

Q: Which of the following is not a recognized source of IT best practices according to ITIL?

 
Proprietary knowledge
 
Industry standards
 
Training
 
Auditors

Q: Which of the following is a reason an organization might want to adopt ITIL best practices?

 
Advice on the technical specification of infrastructure
 
Advice on business strategy
 
Development of programming techniques
 
Management of IT services and budgetary controls

Q: Which of the following is the correct description of a service?

 
Restores normal operations as soon as possible
 
Delivers value to customers, without ownership of specific costs and risks
 
Investigates the underlying cause of issues
 
Monitors targets according to contractual obligations

Q: What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”

 
A procedure
 
A work instruction
 
An outcome
 
An input

Q: What is an IT service made up of?

combination of information technology, people, and processes
 
A combination of best practices, information technology, and outcomes
 
A combination of best practices, outcomes, and inputs
 
A combination of controls, outcomes, and inputs

Q: Which of these is not a recognized type of service according to ITIL?

 
Core service
 
Supplier service
 
Enabling service
 
Enhancing service

Q: Which of these statements is/are correct?

1. Internal services are delivered between departments or business units within the same organization.
2. External services are those delivered to an external customer.
 
1 only
 
2 only
 
Both
 
Neither

Q: Which of these statements describes an IT service provider?

 
A third-party service provider delivering components of services
 
A business unit responsible for IT processes
 
A function that provides controls for IT infrastructure
 
A service provider that provides IT services to internal or external customers

Q: How many service provider types does ITIL identify?

 
1
 
2
 
3
 
4

Q: Which of these is not a characteristic of a process?

 
Delivers functions
 
Responds to a trigger
 
Delivers a specific result
 
Is measurable

Q: What is ITIL?

 
Rules for achieving recognized IT standards
 
Good advice about how to manage IT services
 
Advice on managing projects
 
Advice on the technical requirements for infrastructure

Q: What is an IT service provider?

 
An internal IT department
 
An external outsourced IT department
 
Either an internal IT department or an external IT department
 
A business unit

Q: Who “owns” ITIL?

 
The U.S. government
 
Microsoft
 
The U.K. government
 
The Open Group

Q: Which of these is not a stage in the ITIL service lifecycle?

 
Service design
 
Service implementation
 
Continual service improvement
 
Service operation
Q: A service must provide which of the following to deliver business value?

 
Sufficient capacity, the agreed level of security, and alignment to the organization’s project management methodology
 
Sufficient capacity and the agreed level of security
 
The agreed level of security and alignment to the organization’s project management methodology
 
The agreed level of security