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Environmental Processes I with ITIL v4 Flashcards | StudBud
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Environmental Processes I with ITIL v4
Environmental Processes I with ITIL v4
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Collaborative EP I: 8930
Flashcards
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Questions
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Answers
1
The four parameters of the Warranty in Service Value are:
Availability, Capacity, Continuity, and Maintainability.
ROI, VOI, Improvement, and Improvements.
Availability, Continuity, Capacity and Security.
Capacity, Security, Serviceability and Security.
2
Service Capacity, Business Capacity and Component Capacity are the components of:
Supplier Management.
Availability Management.
Service Continuity Management.
Capacity Management.
3
Use preplanned "__? ?___" to minimize having to make decisions on demand.
Network Penetration Testing
Decision Trees
Swimlanes
Data Flow Diagrams
4
What is the result of carrying out an activity, following a process, or delivering a service?
An input
A work instruction
A procedure
An output
5
Confidentiality is created by rigid data classification, which requires?
Using MS Azure
Incident Commander
Identification of Threats
Separation of Duties
6
The Project Triangle contains three main components. What are they?
Attitude, behaviour and Culture
Software, Solutions, and Separation of Duties
Scope, Cost, and Time
Scope, Resources, and Partners
7
Name 1 layer in the OSI Model
Firewall
PowerPoint
Physical
Code
8
The "___" type of audit checks against governance specifications?
Product
Process
System
Compliance
9
New policies affecting the entire organization ...
are enforced and approved by VP of IT only
Are enforced and approved at the highest level
are enforced and approved at any level
are enforced and approved by HR only
10
In a process, RACI is the model used for identifying the following:
Roles and Responsibilities
Process Knowledge
Domain Knowledge
All of the above
11
ITIL based service has four major areas in order to deliver a holistic design
Partners, plans, people, performance
People, process, products, partners
Process, plan, performance, partners
Products, plans, performance, process
12
Capacity management considers PBAs. What does PBA stand for?
Patterns of business activity
Proactive business assessment
Proactive business assurance
Patterns of business availability
13
What is the purpose of the 'Information Security Management' practice?
Reporting selected changes of state identified as events
Ensures that services achieve agreed and expected performance levels
Ensures that services deliver agreed levels of availability
Understanding and managing risks to the organization
14
Control of a computer remotely is called a Rootkit
False
True
15
Defining what will be measured is compared to the ____ step in Plan Do Check Act
Act
Do
Check
Plan
16
Which of the following statements about the service catalog (SC) is TRUE?
The SC shows which IT service supports each business process
The SC contains information on supporting services only
The SC contains information on customer-facing services only
The SC shows details of services under development.
17
ISACA's ethical Statement ____?
Specifies acceptable/unacceptable behaviors
Advises auditor when it is okay to not follow standards
Instructs how to deal with illegal acts of the client
Provides advisement to new IS auditors
18
Business Continuity ...
Is the same as Disaster Recovery
Focusses on expenses
Protects the business from a disaster
keeps "the lights on" - Keep running the business
19
Which of the following is included in a service catalog?
Customer-facing services
Supporting services
Retired services
Strategic financial services
20
Pipeline services, Active services and Retired services are the components of:
Business Management.
Service Catalogue Management.
Service Portfolio Management.
Demand Management.
21
High Availability and DR are the same thing?
False
True
22
Which of the following is a reason an organization might want to adopt ITIL best practices?
Development of programming techniques
Advice on the technical specification of infrastructure
Management of IT services and budgetary controls
Advice on business strategy
23
1. Utility is the *___?___* offered by a product or service to meet a particular need.
Promise
Outcome
Functionality
Assurance
24
If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution known as?
Solution
Incident
Workaround
Known error
25
When might a Known Error be raised?
When an Incident is resolved on the First Call
Root cause is not identified - workaround has been provided
When Root Cause has been identified
None of the above
26
All incidents should be recorded and logged
True
False
27
Who defines the value of a service?
Business relationship manager
Service strategy process owner
Service strategy process manager
Customer
28
Plan-Do-Check-Act is also called as:
Pareto Analysis.
Deming Cycle.
None of the above
KANO Model.
29
Which of the following are responsibilities of supplier management?
Ensuring value for money
Negotiating with internal suppliers
Monitoring delivery against the contract
Negotiating with external suppliers
30
Changing attitude is the best way to change behaviour?
False
True
31
The 4 P's are
Produce, People, Partners and Performance
People, Partner, Process and Product
People, Partners, Pickles and Processes
Product, Plans, Performance and People
32
Business Impact Analysis incorporates 4 requirements. What are they?
Attitudes, Behaviours and Corporate Culture
People, Partners, Products, and Processes
Methods, Manpower, Machinery, and Materials
Headaches, Heartaches, Happiness, and Helpfullness
33
The company's goal is to obtain a 96% customer satisfaction score within the next 12 months. What step of CI is this?
Where are we now
Where do we want to be
What is the vision
How do we get there
34
Which of the following are responsibilities of capacity management?
Forecasting capacity requirements
Dealing with capacity issues
Negotiating capacity requirements to be included in the SLA
Monitoring capacity
35
No organization can exist by itself?
False
True
36
How many layers in the OSI Model?
3
5
9
7
37
Which of these is a purpose of Business Relationship Management (BRM)?
Manage the services provided to a customer
Establish relationship between service provider and customer
Mechanism for recording service requests from the customer
Manage the funding for services provided to a customer
38
You determine the current service is not meeting utility and warranty requirements. Which Guiding Principle applies now?
Keep it simple and practical
Optimize and automate
Collaborate and promote visibility
Start where you are
39
What is the purpose of the service portfolio management process?
Services are documented according to business requirements
Ensures appropriate service mix meeting customer requirement
To capture details of live operational services only
To capture details of retired services only
40
Right access to the right files to the right people at the right time is the objective of:
All of the above
Service Asset and Configuration Management.
Information Security Management.
Availability Management.
41
Service "Utility"
Fit for Use
Fit for Purpose
42
Which of the following is the correct description of a service?
Delivers value without ownership of specific costs and risks
Investigates the underlying cause of issues
Restores normal operations as soon as possible
Monitors targets according to contractual obligations
43
Social engineering attacks often used to steal user data
Phishing
Zero Day
SQL Injection
Hijacking
44
Which of the following are responsibilities of IT service continuity management?
Ensuring IT services can continue in the event of a disaster
Carrying out risk assessments
Ensuring business has contingency plans in case of disaster
Ensuring IT staff know their role in the event of a disaster
45
Which one of these four assets can be classed as both a resource and a capability?
Financial capital
Knowledge
People
Organization
46
Network Firewalls protect from all threats to the network
False
True
47
ISACA defines ethical behaviour?
False
True
48
BobTheCat has a bad attitude. Changing his attitude will help change his "___?___"?
Species
Behaviour
Gender
Culture
49
Evidence and Observations are part of ...
Auditor's final opinion
Seeing threats and vulnerabilities on the network logs
Management watching an IT Audit
ITIL best practices
50
What should be included in every service level agreement?
Metrics for systemresponse time
Clearly defined service outcomes/outputs
Detailed metrics to capture availability of the system
Metrics to capture future availability of the system
