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ITIL 2011 Foundation Flashcards: set #20

To see the answer, highlight the text after the “A:” letter.

 

Q: true/false: a user leaving Service Desk is worse than he leaving the company

A: false.

Q: Which balance should be maintained inside a Service Desk?

A: ability vs staffing level.

Q: In which stages does the Technical Mgmt function intervene?

A: Service Design, Service Transition, as well as other Service Operation processes.

Q: What are the components of Technical Mgmt function?

A: Server Mgmt, Database Mgmt, Network Mgmt, Mainframe Mgmt.

Q: What is the purpose of Technical Mgmt?

A:

  • provides technical resources to plan, implements and manages a highly resilient IT infrastructure.
  • to diagnose errors and to help prevent them from re-occuring

Q: true/false: since skilled staff are expensive, organization may go to contracting

A: True.

Q: What is the purpose of Application Mgmt?

A:

  • to plan, implement and maintain applications that respond to business needs;
  • to diagnose application errors and to help prevent them from re-occuring

Q: true/false: Application Mgmt is concerned with providing application codes

A: False.

Q: In which stages of the Service Lifecycle does the Application Mgmt process intervene?

A: in all stages.

Q: Define Operations Control

A: a sub-function of the IT Operations Mgmt function; set of individual short-term day-to-day activities like console monitoring, script verification, server patching,…

Q: Define Facilities Mgmt

A: a sub-function of the IT Operations Mgmt function; set of project-based activities responsible for monitoring the physical environment where IT infrastructure is located, such as cooling, air, power+ maintenance of recovery sites.

Q: How is the Operations Control sub-function also called?

A: NOC, or Operations bridge.

Q: Why do we measure in CSI?

A: to justify, to intervene, to direct, to validate.

Q: Deming Cycle components?

A:

  • Plan: plan what we’re going to do,
  • Do: do as planned,
  • Check: check if we got the desired outcome,
  • Act: improve (PDCA)

 

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