34 Questions
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
Functional Escalation is not needed in the Investigation & Diagnosis stage of Incident Management.
False
Service Request always leads to Incident Management according to the ITIL Service Management Model.
False
The ITIL Service Management Model includes processes such as Service Strategy, Service Design, and Service Continuation.
False
Financial Management is not a part of the Basic Service Management Model process elements according to ITIL.
False
Incident Management is not considered a main practice element in the ITIL Service Lifecycle.
False
Service Level Package is a main practice element in the ITIL Service Lifecycle.
True
Change Management is part of the required business outcomes identified in the ITIL Service Lifecycle.
False
IT Service Continuity Management is included in the main process elements of the ITIL Service Lifecycle.
True
The ITIL Service Management Model includes the stage of 'Operate the service' within Service Operation.
True
The details of each service element and activity can only be found in the Service Transition publication.
False
Operational Change Management is part of Early Life Support of a live service.
False
Service providers are not provided with feedback on the performance of new services during the Transition Phase.
False
Depending on the situation, issues with a new service may or may not be uncovered during Early Life Support.
True
The measurement systems and metrics for service reporting are only generated after the design stage.
False
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
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
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
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
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
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
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
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
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
Match the following processes with their respective publications or resources:
Change Management process execution example = ITIL Live web (www.itil-live-portal.com) Transition Planning and Support workflows information source = ITIL Live web (www.itil-live-portal.com) Service Transition core publication content reference = Service Design core publication Change Management process execution in a scenario location = ITIL Live web (www.itil-live-portal.com)
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
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
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
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
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
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
Test your knowledge on the Event Management process in ITIL Service Management Model, which includes topics like event notification, event filtering, incident management, and more.
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