ITIL Service Management Model: Event Management Process Quiz

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The quality and value of a new service are realized when the business is fully disengaged from its use.

False

Incident Management is a part of the ITIL Service Management Model.

True

Event Management and Incident Management are separate processes in the ITIL Service Management Model.

True

Incident Prioritization is not considered in the Incident Management process flow.

False Signup and view all the answers

Functional Escalation is not needed in the Investigation & Diagnosis stage of Incident Management.

False Signup and view all the answers

Service Request always leads to Incident Management according to the ITIL Service Management Model.

False Signup and view all the answers

The ITIL Service Management Model includes processes such as Service Strategy, Service Design, and Service Continuation.

False Signup and view all the answers

Financial Management is not a part of the Basic Service Management Model process elements according to ITIL.

False Signup and view all the answers

Incident Management is not considered a main practice element in the ITIL Service Lifecycle.

False Signup and view all the answers

Service Level Package is a main practice element in the ITIL Service Lifecycle.

True Signup and view all the answers

Change Management is part of the required business outcomes identified in the ITIL Service Lifecycle.

False Signup and view all the answers

IT Service Continuity Management is included in the main process elements of the ITIL Service Lifecycle.

True Signup and view all the answers

The ITIL Service Management Model includes the stage of 'Operate the service' within Service Operation.

True Signup and view all the answers

The details of each service element and activity can only be found in the Service Transition publication.

False Signup and view all the answers

Operational Change Management is part of Early Life Support of a live service.

False Signup and view all the answers

Service providers are not provided with feedback on the performance of new services during the Transition Phase.

False Signup and view all the answers

Depending on the situation, issues with a new service may or may not be uncovered during Early Life Support.

True Signup and view all the answers

The measurement systems and metrics for service reporting are only generated after the design stage.

False Signup and view all the answers

Match the following ITIL processes with their descriptions:

Change Management = Responsible for controlling the lifecycle of all changes Build and Test the solution = Verifying that the solution meets the design specifications Service Acceptance Test = Ensuring that the service meets agreed-upon specifications Service Acceptance Criteria = Specific conditions that a service must meet to be accepted Signup and view all the answers

Match the following ITIL activities with their respective stages:

Transition Planning and Support = Part of Service Transition phase Operational Change Management = Included in Early Life Support of live service Proactive Problem Analysis = Performs Corrective Action & Service Improvement Request Fulfilment = Incorporated in Service Desk activities Signup and view all the answers

Match the following ITIL elements with their functions:

Event Management = Handling events throughout the service lifecycle Incident Management = Restoring normal service operation as quickly as possible Problem Management = Preventing incidents from happening and minimizing impact Access Management = Granting rights for users to use a service or IT infrastructure Signup and view all the answers

Match the following ITIL concepts with their meanings:

Operate the service = Part of Service Operation phase Early Life Support of live service = Support provided after a new service goes live Customer Self Service = Enabling customers to use services without human intervention Business Interface to Service Management = Link between business needs and IT services Signup and view all the answers

Match the following stages with the correct activities:

Transition Planning and Support = Plan, build, test, and deploy the service Build and Test the solution = Conduct service pilot and assess if tests are passed Service Acceptance test = Create service release test criteria & plan Service Acceptance Criteria = Review & Acceptance of inputs Signup and view all the answers

Match the following actions with the correct step in the Change Management process:

Raise RFC & record configuration baselines = Coordinate Change implementation Assess, evaluate & authorize change = Build and Test the solution Coordinate Change implementation = Assess, evaluate & authorize change Signup and view all the answers

Match the following descriptions with the correct process elements:

Service Design Package created = Transition stage elements drawn from key Service Transition processes Change implementation coordinated = Drawn from Transition Planning and Support Service release package tested = Raised RFC & recorded configuration baselines RFC raised and configuration baselines recorded = Service release package tested Signup and view all the answers

Match the following activities with the correct outcomes:

Conduct service pilot = Passed tests lead to deploying service Passed tests result in deploying service = Conduct service pilot Create service release test criteria & plan = Acceptable?No Acceptable?No = Create service release test criteria & plan Signup and view all the answers

Match the following terms with their corresponding stages:

Transition Planning and Support = Stage 3 – Transition the service Service Acceptance Criteria = Design Service Acceptance Criteria Conduct Service Acceptance test Build and Test the solution = Coordinate Change implementation Create service release test criteria & plan = Service Release Package Test Signup and view all the answers

Match the following processes with their respective publications or resources:

Change Management process execution example = ITIL Live web (<a href="http://www.itil-live-portal.com">www.itil-live-portal.com</a>) Transition Planning and Support workflows information source = ITIL Live web (<a href="http://www.itil-live-portal.com">www.itil-live-portal.com</a>) Service Transition core publication content reference = Service Design core publication Change Management process execution in a scenario location = ITIL Live web (<a href="http://www.itil-live-portal.com">www.itil-live-portal.com</a>) Signup and view all the answers

Match the following with their descriptions: Change Management

Create RFC = Initiate the change request process Coordinate Change implementation = Manage the execution of approved changes Service Acceptance test = Formal testing to ensure new service meets requirements Transition Planning and Support = Plan and coordinate activities for service transition Signup and view all the answers

Match the following activities with their corresponding phase: Build and Test the solution

Service Design = Phase where solution design is created Service Validation and Testing = Phase where solution is thoroughly tested Service Operation Processes = Phase where solution is implemented and operated Service Release Package = Phase where solution is packaged for deployment Signup and view all the answers

Match the following terms with their definitions: Service Acceptance Criteria

Assess and evaluate change ready for decision = Criteria used to determine if new service is acceptable Record the RFC Initiator requested = Document initial request for change Service Request = Formal request for a new service Change Management scheduled = Plan the timing of change management activities Signup and view all the answers

Match the following phases with their activities: Transition Planning and Support

Transition Improvement Plan = Plan for improving transition processes Service Lifecycle Governance Processes = Processes to oversee service transition activities Change Evaluation = Evaluate changes before implementation Release Data Design Data Information Meta-data Knowledge Management Activities within Transition Phase = Manage knowledge related to service transition Signup and view all the answers

Match the following terms with their roles: Change Request

Create RFC Change proposal (optional) = Propose a change to be considered Authorize Change proposal = Approve or reject proposed changes Coordinate change implementation* = Manage the execution of approved changes Service Notification Service Design Package ice Design rocesses e Provider Transition Plan = Provide information about service design Signup and view all the answers

Match the following with their functions: Service Release Package

Updated Service Asset Data Release Data Service Asset and Configuration Management Activities within Transition Phase = Manage assets and configurations during transition Service Test Report = Report on testing results for new service Data Service Asset Data Release Data Design Data Information Meta-data Knowledge Management Activities within Transition Phase = Manage data and information during transition Release and Deployment Management Activities within Transition Phase = Manage deployment of new service release Signup and view all the answers

ITIL Service Management Model: Event Management Process Quiz

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Questions and Answers

The quality and value of a new service are realized when the business is fully disengaged from its use.

Incident Management is a part of the ITIL Service Management Model.

Event Management and Incident Management are separate processes in the ITIL Service Management Model.

Incident Prioritization is not considered in the Incident Management process flow.

Functional Escalation is not needed in the Investigation & Diagnosis stage of Incident Management.

Service Request always leads to Incident Management according to the ITIL Service Management Model.

The ITIL Service Management Model includes processes such as Service Strategy, Service Design, and Service Continuation.

Financial Management is not a part of the Basic Service Management Model process elements according to ITIL.

Incident Management is not considered a main practice element in the ITIL Service Lifecycle.

Service Level Package is a main practice element in the ITIL Service Lifecycle.

Change Management is part of the required business outcomes identified in the ITIL Service Lifecycle.

IT Service Continuity Management is included in the main process elements of the ITIL Service Lifecycle.

The ITIL Service Management Model includes the stage of 'Operate the service' within Service Operation.

The details of each service element and activity can only be found in the Service Transition publication.

Operational Change Management is part of Early Life Support of a live service.

Service providers are not provided with feedback on the performance of new services during the Transition Phase.

Depending on the situation, issues with a new service may or may not be uncovered during Early Life Support.

The measurement systems and metrics for service reporting are only generated after the design stage.

Match the following ITIL processes with their descriptions:

Match the following ITIL activities with their respective stages:

Match the following ITIL elements with their functions:

Match the following ITIL concepts with their meanings:

Match the following stages with the correct activities:

Match the following actions with the correct step in the Change Management process:

Match the following descriptions with the correct process elements:

Match the following activities with the correct outcomes:

Match the following terms with their corresponding stages:

Match the following processes with their respective publications or resources:

Match the following with their descriptions: Change Management

Match the following activities with their corresponding phase: Build and Test the solution

Match the following terms with their definitions: Service Acceptance Criteria

Match the following phases with their activities: Transition Planning and Support

Match the following terms with their roles: Change Request

Match the following with their functions: Service Release Package

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