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ITIL 2011 Foundation Flashcards: set #22

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

 

Q: True/false: the implementation of the 7-step improvement Plan has no impact on already established and tested baseline

A: false. a new baseline is created.

Q: What’s the difference between the second step of the 7-step improvement Plan “what we will measure” and the measurement metrics defined in Service Strategy/Service Design?

A: the “what we will measure” answers the question “where we are now?” of the CSI approach.

Q: True/false: tools define processes.

A: false. Tools support processes, but do not define them. The processes must be designed before the toolsfalse. Tools support processes, but do not define them. The processes must be designed before the tools.

Q: What are the Service Strategy Simulation tools?

A:

  • queuing,
  • decision trees,
  • Analytical Models,
  • Workflow Models,
  • Forecasting tools.

Q: What are the Service Design tools?

A: Modeling, Prototyping.

Q: In which categories can Service Transition tools be put?

A: Entreprise tools, targeted transition tools.

Q: What are the Service Transition tools?

A: Knowledge Mgmt tools, CMS, workflow mgmt tools, collaboration tools.

Q: What are the Service Operation tools?

A: remote-access tools, discovery tools, reporting tools.

Q: Define “Business Case”

A: a document that presents the benefits, the options, the associated cost, the potential problems and the risks associated with a service. It justifies an item of expenditures.

Q: Which tool allows to track SLT achievement?

A: SLA Monitoring chart (SLAM).

Q: In the RACI model, how many people can be hold Accountable and Responsible for a task?

A: There can be many people hold Responsible, but only one is Accountable per task.

Q: Define “Incident”

A: an unexpected disruption of an IT service, or a degradation of the quality of a service.

Q: What’s the benefit of Service Automation for services?

A: improve utility and warranty.

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