For example, you can learn more about ITILs key concepts and implementation methods with the ITIL 4 Exam Preparation offered by LearnQuest. a) IT Service Continuity Management Without this information, the Risk & Impact assessment cannot be completed. The YaSM service management model includes a Service Transition / Service Implementation process that is a good starting point for organizations that wish to adopt ITIL 4. ITIL Quizzes Online, Trivia, Questions & Answers - ProProfs S/he then administers the survey marking a copy to the MQ / SQA Manager a) True b) False ANS : The problem management process includes both incident prevention and incident impact management., IT operations management. d) None of the above Under the ITIL Credit System, you must earn a number of credits from each ITIL certification to progress to the next level within the ITIL scheme. c) Incumbent Vendor d) MI d) None of the above b) False d) None of the above ___________ is important gating for the transition team to proceed with execution of transition A. a)1 c) Relation b) Maintenance Life Cycle c) System Maintenance Technical document (SMTD) For this definition, end users can include employees, customers or business partners. a) IT c) L3 and L4 ____________ is one of the tracks of Transition One of the biggest challenges in . b)False a) Knowledge Acquisition Phase ANS-true Techniques involved with ITSCM include Business Impact Analysis (BIA) and Management of Risk (MOR). Wipro partners with customer to define business and IT transformational initiatives in ______________ type of engagement ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. It costs $855 to enroll. Answer : SLAs should include targets based on what should be measured; Monitoring capabilities will then be gradually enhanced to allow the necessary monitoring and reporting to be introduced, Answer : All phases of the Service Lifecycle, Answer : To deliver and manage IT services at agreed levels to business users, Answer : Change Management, Service Asset and Configuration Management, Release and Deployment Management, Answer : During post implementation review, Answer : As there is conflict of interest, Answer : Planning Identification Control Status Accounting Verification and Audit, Answer : Configuration Management goes much further than Asset Management because it also specifies the relationships between assets, Answer : Moving software from the live environment to the DML, Answer : The Configuration Management System is part of the Service Knowledge Management system, Answer : Validation and testing of new or changed services, Answer : Meet the goals of the organizations security policy, Answer : One of the purposes of BRM is to negotiate warranty terms with the customer, Answer : IT Service Continuity Management, Answer : The ability of a CI to remain functional under given conditions, Answer : Business Aware; Articulate; Methodical; Tolerant; Good Interpersonal Skills, Answer : Involves the actions taken to recover after a failed change or release, Answer : The result of carrying out an activity, following a process or delivering an IT Service, Answer : Providing a clear service provision model that conveys how service assets are used to supply services, Answer : It is known to improve the Utility and Warranty of services, Answer : Improved control of Service Assets and Configurations, Answer : A set of specialized organizational capabilities for providing value to customers in the form of services, Answer : Administer applications throughout their lifecycle, Answer : Classification, Attributes, Requirements and Service Asset Requirements, Answer : Is responsible for ensuring that a process is fit for purpose, Answer : A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction, Answer : The Service Desk functions as the first contact for the customer, Answer : in the Configuration Management Database (CMDB), Answer : Release Management will implement the back-out plan, Answer : RFCs resulting from Known Errors, Answer : The consequences of the change such as limited, substantial, significant, etc, Answer : The relationship to other Configuration Items, Answer : When the cause of the problem is known, Answer : The quality, expressed in quantity and costs, of the services offered, Answer : Guarding agreements with the customer, Answer : Availability Management, Capacity Management and Problem Management, Answer : As soon as the Request for Change has been formally authorized, Answer : Quality assurance of the software modules, Answer : Executing impact analyses of incidents related to the back-out facilities, Answer : When it is found that something went wrong when implementing a Change, Answer : Protection of the data against unauthorized access and use, Answer : The degree to which the solution of an incident tolerates delay, Answer : How robust business cases will be created to secure strategic investment in service assets and service management capabilities, Answer : That the quality and the costs of the IT services can be controlled more efficiently, Answer : Configuration Management goes much further than Asset Management, because it also specifies the relations between the assets, Answer : The testing of software to eradicate errors, Answer : It describes all services that can be supplied by the IT management organization, Data Mining Comprehensive Questions with Answers | Wase , Web analytics, Adobe Analytics, Google Analytics Quiz, How to Reset or Recover Your LinkedIn Password: Methods and Steps, 4 Effective Methods to Reset Your Snapchat Password, Resetting Your Pinterest Password: A Step-by-Step Guide with Multiple Methods, How to Reset Your Reddit Account Password: A Step-by-Step Guide, How to Reset Your Instagram Password: A Step-by-Step Guide, Special Offer | 100% Money Back Guarantee, 41 Android Secret Codes Hacks You Need to Know, What is AWS and why and how AWS is leading cloud computing? b) False Its similar to service level management, but unlike service management, it deals with internal negotiations.. a)IT Point 3: Transition goals must take into consideration strengths, needs, and interests. b) Change management Microsoft and MS Project are the registered trademarks of the Microsoft Corporation. 1.1 Entry criteria ANS : d) All of the above c)Transition Build a Website from Scratch using HTML, CSS, Javascript - in 5 hours! Reverse Transition is to be carried out___________ a) Sales Track a) a) Pre Knowledge Acquisition b) Knowledge Acquisition c) Transition Planning d) Secondary Support e) Primary Support f) Transition Closure The Service Transition (ST) module is one of the certifications within the ITIL v3 Service Lifecycle workstream. b)Transition Planning The ITIL framework is administered and updated by AXELOS. ITIL Process Map & ITIL Wiki | Join us! a) SLAs should define roles responsibilities on both sides of the agreement ANS : a) True MS 201 Questions and Answers - MCQ - Trenovision Which Of The Following Is Not A Purpose Of Service Transition? Ans- d) Knowledge Acquisition, ________________ is a phase where Wipro team shadows the incumbent or customer team on the floor Chapter 9 Flashcards | Quizlet ans: d) MA and MI, 8. a) Transition Planning d) None of the above b) False A _________________ should be maintained, monitored, tracked and its summary be part of Service Reporting. c)Proper termination of contract meeting legal and compliance requirement. Manage the service assets and related components for quality during the service transition Maintain and regulate the deployment of the available resources from scratch to release into production. c) Sales Handover A stage in the lifecycle of a service which ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. All accounting, budgeting, and transactional processes associated with the IT department occur during this phase of the ITIL framework., Strategy operations. a fireproof safe. Ans- c) IT and IA, 16. This phase provides an opportunity to reexamine the current strategic approach.. ITIL version 3, released in 2007, is the current version of the standard. It stores master copies of versions that have passed quality assurance checks. Ans c)To Measure, Monitor and control process adherence by support engineer, 38. d) L4 Consulting b) False c)service reviews c) Services delivery description (SDD) d) None of the above ANS- None of the above Typically, a Non Disclosure Agreement is signed _________________ a) Before Due Diligence b) At the start of interaction c) During KAP d) During the sales ANS : d) During the sales ans: d) All of the above, 11. d) Reverse Transition The philosophy behind the PRINCE 2 approach to plans, How to Prepare the schedule in PRINCE2 Foundation, Configuration Management in PRINCE2 Foundation, Introduction on starting up a project process, Activities of the starting up a Project Process, Purpose of the Directing a Project process, Activities that comprise Directing a Project Process in PRINCE2, Introduction on Controlling a Stage Process in PRINCE2, Introduction on Managing Product Delivery process, Introduction on Managing a Stage Boundary Process, Activities of managing a stage boundary process, Introduction on Closing a project process in PRINCE2, PRINCE2 tailoring PRINCE2 to the project environment, Differences Between PRINCE2 Foundation and Practitioner, Benefits of PRINCE2 Practitioner Certification, Eligibility Criteria For PRINCE2 Practitioner exam, Tips to clear the PRINCE2 Practitioner Exam, Career Opportunities for PRINCE2 Practitioner, How to Prepare the schedule in PRINCE2 practitioner, Configuration Management in PRINCE2 Practitioner. a) Service Catalogue The Service V-Model is a unique concept that provides a path to follow with regard to defining the requirements for a service package, designing the package, building and then testing the package, The model provides baseline points along the path that are used as checkpoints to ensure that what is being designed, built and delivered versus what was required, Using techniques such as the Service V-Model for Service Validation and Testing provides a framework to help organize the levels of Configuration Items that are needed and the associated testing and validation activities within and across stages of the change, The V-Model approach is traditionally associated with the waterfall lifecycle but applicable to other approaches as well, Change Evaluation process aims to assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their life-cycle. Master copies of controlled documentation for a system are also stored in the DML in electronic form, The DML will also include a physical store to hold master copies, e.g. ans: a) SLA KPI, 23. b) Service Management Plan To ensure clear and comprehensive plans are in place, Build, Install, Test & Deploy the release packages, on schedule, Knowledge Transfer to Users, Operations & Support Staff, Ensure that the utilities, warranties and service levels are delivered as agreed. b) Responsible, Accountable, Consulted, Informed matrix It provides a flexible roadmap for organizations to follow when undertaking a digital transformation. The ITIL Service Transition stage is the third stage in the ITIL Service Lifecycle, and focuses on building and deploying IT systems by improving . Ans a)IT. IT Service Continuity Management: Development, implementation, and maintenance of BC/DR services; 3. a)System maintenance technical Document (SMTD) Transition is divided into several tracks for better management and efficient delivery. Which of the following is NOT a purposeof Service Asset and Configuration Management (SACM)? When transitioning services, focus on communication planning for awareness and compliance. Configuration Management System (CMS): A set of tools and databases that are used to manage an IT Service Providers Configuration data. Read on to learn about IT Infrastructure Library processes, concepts, and use cases. Request fulfillment. b) Transition Planning Ans- c) L3 Wipro Managed, As per Wipros managed services execution lifecycle, Sign off of first baseline Execution Process Document (EPD) with customer typically happens in ___________ Expectations from Six Sigma Black Belt Certified professionals, Career Opportunities For Six Sigma Black Belt, How to get Certified in Six Sigma Green Belt, Career Opportunities For Six Sigma Green Belt. d) None of the above Ans d)All of the above, 37. The ITIL Service Lifecycle divides the ITIL service management framework into five distinct stages that supports an organization in determining the most ideal approach to designing, delivering, managing, and improving how their IT services are used. IT security management. Pulse survey happens __________ As per Wipros managed services execution lifecycle, Sign off of final System Maintenance Technical Document (SMTD) with customer typically happens in _____________ Typically, these are the offerings within the larger service portfolio visible to users.. b) a) Transition Planning b) Secondary Support c) KAP d) Primary Support d) Closure Ans : a) Have sign-off on acceptance criteria for completion Understand the purpose, objectives, and scope of the service asset and configuration management process. ITIL Foundation Training Kuala Lumpur b) False ANS : b) False, Answer : To plan out the services, governing practices, processes and policies required to realize the service providers strategy and to facilitate the introduction of services into supported environments, Answer : To determine the most appropriate release-unit level for each asset or component, Answer : It is responsible for performing the daily activities needed to manage IT services and the supporting IT infrastructure, Answer : It involves the implementation of the policies from Information Security Management, Answer : Service Design, Service Transition and Service Operation, Answer : A way of delivering value to customers by helping to bring about results customers want to accomplish without owning the specific costs and risks, Answer : Service Level Agreement Monitoring (SLAM) chart, Answer : Management Information System and Tools, Answer : IT Operations Control and Facilities Management, Answer : A notification that a threshold has been reached, something has changed, or a failure has occurred, Answer : A team or group of people and the tools they use to carry out one or more processes or activities, Answer : People, Process, Products and Partners, Answer : To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers, Answer : It is the software that provides functions that are required by an IT service, Answer : To ensure that IT services are aligned with changing business needs by identifying and implementing enhancements to IT services that support business processes, Answer : Reliability and Maintainability targets within Operational Level Agreements (OLAs) should refer to the end-to-end service, Answer : Business Relationship Management, Answer : Improved control of service assets and configurations, Answer : Several Service Desks merged into a single location, Answer : Creating or updating records to prove that activities have been carried out correctly, Answer : To ensure beneficial changes to be made with minimum disruption to IT Services, Answer : Value is defined by the Service Provider, Answer : The implementation and Management of quality IT Services that meet the needs of the business, Answer : The person or people responsible for getting the job done, Answer : To manage the lifecycle of all Service Requests from users, Answer : Restore ASAP (AS early As Possible), Answer : Incident Release and Configuration Management, Answer : Configuration Managers approval, Answer : Custodian of technical knowledge and deploy resources to support ITSM lifecycle, Answer : Populate and verify the CMS data and to assist in license management, Answer : MTTR = Mean time to Restore Service, Answer : It increases gain or it reduces pain, Answer : Perspective Positions Plan and Pattern, Answer : Service Pipeline and Service Catalogue, Answer : Is accountable for a specific service within an organization, Answer : Validate, direct, intervene and justify. ITIL helps create predictable IT environments, making it easier to manage risks, problem solve, and streamline processes., Transparency. CSI analyzes past performance and uses quality management methods to improve existing processes. ANS : a) Customer complaints Increased ability to manage multiple transitions at the same time. c) Knowledge Acquisition Service Transition builds and deploys new or modified services. Ans Due Diligence, An engagement where Wipro owns end to end responsibility and accountability with contractually committed service level objectives and targets, other performance metrics and accountability for associated risks is called _____________. b) Underpinning Contract (UC Access management is the process of granting authorized users access to services. c)Transition ANs d)All of the above, 35. Regardless of the language used to describe it, ITIL refers to the set of guiding principles IT service professionals use to standardize their processes. Service Transition - Processes | ITIL Foundation - GreyCampus d) MA and MI a) IT Configuration Mgmt. What Is ITIL? A Beginner's Guide to the ITIL Process | Coursera All rights reserved. These processes work together to ensure IT service best practices that lead to continual improvement. Which sub process of Capacity Management focuses on the IT Infrastructure that is used to support provision? It includes monitoring and controlling the entire IT service infrastructure, from routine tasks and maintenance to job scheduling., Service desk. Who is RESPONSIBLE to build, test & implement the change? If multiple events are occurring simultaneously, incident management can help determine if all of those events are part of the same incident or distinct from each other. The Service Transition (ST) module is one of the certifications within the ITIL v3 Service Lifecycle workstream. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement. d)None of the above The CMDB tracks the location of, and changes to, all of these assets and processes, along with their attributes and relationships to each other. What are the RISKS involved in the change? Service catalog management. B) False d) None of the above The key objectives are enlisted as follows: Regularly monitor the current services for efficient performance and results. c) Service Level Report The process responsible for validation and testing of a new or changed IT service. Engagements of type ____________do not qualify for Managed Services life cycle Demand management. Consistency in the Service Transition activities through the utilization of accepted set of policies, standards and models. a) True b)Process and Technical b) IA d) None of the above For example, an ITIL Change Approval Board (CAB), which typically reviews whether changes should go into production, may have to adapt to the speed of change by adapting to a policy-driven approval process. In a managed service programme , a typical risk management plan should include risk/s due to ______ ; How do we get there? It is important to note that CIs are not stored in a CMDB; configuration records describe CIs that are stored in the CMDB. Adhering to ITIL principles helps ensure you can get to the root cause of problems in your environment as quickly as possibleand that you have the right visibility into the systems and people to prevent future problems. c)Steady state a) L1 Staff Augmentation Inputs to Service Management Plan document are a) SoW, Transition Sign off, Delivery Sign off, ITIL defined metrics b) ITIL process areas, ITIL metrics, Non-transactional Project Plan d) SoW, EPD, SMTD, ITSM Process Scoping c) None of the above ANS : d) SoW, EPD, SMTD, ITSM Process Scoping d) None of the above The SKMS supports delivery of the services and informed decision-making. ITIL certifications last for three years and must be renewed through an AXELOS approved partner. a) Transition Initiation Service Management Planning is initiated during __________phase of Transition b) Transition Planning Phase Six Sigma Certification Online For example, ITIL V4 refers to Change Management and Configuration Management as practices (Change Management has been renamed to "Change Enablement"). . 2 The information security policy should include all of the following policies EXCEPT Configuration Record: A configuration record is set of attributes and relationships about a Cl. All T&M engagements cant be considered as Managed Services b)Geographies Supported, Supporting services and Support window __________ is one of tracks of Transition a) Wipro As the underlying capabilities of businesses continue to change rapidly, ITIL processes should change with them. The document that is used to identify IT service management processes that are in scope of program is a) ITSM process scoping document b) Execution process document(EPD) a) True Ans- a)When the customer decides to start a new Data centre on its Own. Automated vs. Manual 3. b) Training need identification Its primary purpose is to provide a systematic approach to IT service management (ITSM). ITIL defines capacity as the maximum throughput a service, system, or device can handle. There are three primary areas of focus involved with capacity managementBusiness Capacity Management (BCM), Service Capacity Management (SCM), and Component Capacity Management (CCM).. Release Mgmt. a)Secondary support phase It costs $1,970 to enroll. b) Change Management ANS-MS A key to Release and Deployment Management is defining the appropriate release package type for a given type of release. c)People track ANS: None of the above Customer feedback and complaints is considered trigger for service Improvements c)Knowledge Acquisition a) Proposal Preparation a) Service Management Plan (SMP Can be applied throughout the lifecycle to quality assure any aspect of a service. The ST module focuses on the process and practice elements and management techniques required to build, test and implement products and services. The Service Transition certification can only be taken as part of an accredited training course. ITIL is a set of practices. d) All of the above Ans- d) Secondary Support, The Master Transition Plan should be mutually agreed and signed off with the client d) Responsibility, Authority, Career, Integration matrix b)false a) Business Capacity Management b) Component Capacity Management c) Service Capacity Management d) All of the above Show Answer Question. ans: Service Catalogue, 7. A full-stack cloud platform with over 170 products and services covering data, containers, AI, IoT, and blockchain. b) Execution Track d) Change review a) IT and IA Ans- All of the above. ITSM Basics: What Is Service Transition? (Part 1) - SysAid b) Secondary Support a) True b) False . Here are a few options that are available to you: Note: All training course information was sourced from this Axelos-accredited ITIL training website in January 2023. b) Reverse Transition b) Transition Closure Phase ans: All of the above, Document that contains Wipros service offering and related information is b) ITSM Process Scoping and SLA-KPI Document Chapter 9 - Service Transition Processes Flashcards | Quizlet b) State During the strategy operations phase, its essential to ensure routine IT operations are running smoothly and efficiently. a) Transition Plan Supplier management ensures that the organization receives the agreed-upon service levels from its partners. ANS : c) Primary Support b) Secondary Support d)All of the above a)Reverse Transition Plan and acceptance criteria sign-off Change Evaluation is called upon by the Change Management process at various points in a Changes lifecycle to perform a Change assessment. c) Transition Track b) Operational issues A) True a) Change in scope of geographic location a) True Strategy Management for IT Services: Assessment and measurement of IT strategy, Service Portfolio Management: Defining and documenting IT services, Financial Management for IT Services: Determining IT service costs and budgeting, Demand Management: Forecasting future demand for IT services and budgeting resources, Business Relationship Management: Managing the feedback and improvement of the IT services, Service Catalog Management: Define services available in a service catalog, Availability Management: Processes around management and monitoring of IT services, Information Security Management: Creation, management, and assessment of Information Security services, Service Level Management: Creation, management, and feedback process for SLA's, Capacity Management: Monitoring and optimizing the service capacities, Design Coordination: Coordination of process and policy designs, Supplier Management: Selection and management of vendors as well as performance monitoring, IT Service Continuity Management: Development, implementation, and maintenance of BC/DR services, Transition Planning and Support: Responsible for moving a new service into production, Change Management: Overall responsibility of change requests and risk management of change, Change Evaluation: Measure the impact and performance increase/decrease of a change, Release and Deployment Management: Codifies the lifecycle of IT service updates, Service Asset and Configuration Management: Monitors the asset lifecycle of IT services and related hardware, Service Validation and Testing: Tests the impact and benefit of an IT service before release, Knowledge Management: Responsible for documentation and curation of support documentation for the IT services, Access Management: In relation to data and physical access, controls the rights assignments of people, Event Management: Coordinates with incident and problem management to manage the entire event, Service Request Fulfillment: Manages the lifecycle of a service request, from definition to closing it out, Incident Management: Triage and resolution of individual service disruption events, Problem Management: Defines causal relationships between incidents and finds/resolves root cause issues.