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- ITIL Service Operation exam - my thoughts after taking it
- ITIL Intermediate Certification Exam Questions and Answers
- ITIL®ITIL® Service Operation Sample Exam #2 ( PDFDrive.com )
Learn how you can get certified, advance your career, and get promoted with our self-paced subscription of over self-paced courses. Learn how you can achieve your goals and increase the performance of your teams through our workforce readiness platform. Whether you are deciding which exam to sign up for, or simply want to practice the materials necessary to complete certification for this course, we have provided a practice assessment to better aid in certification. The ability for Service Operation to perform effective operational monitoring and control depends on data and information from which of the following processes? Which of the following statements regarding a Known Error are correct?
ITIL Service Operation exam - my thoughts after taking it
All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. In order to answer each of the eight questions, you will need to read the related scenario carefully. On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided A, B, C or D you believe to be the optimum answer.
This document must not be reproduced without express permission from The Accreditor. Page 1 of 9 Version 6. A large financial institution has recently completed implementing of a new IT service management framework, and has selected its new service management tools. Although staff are following the new processes there are many functionality gaps with their existing service management tools that require time-consuming manual workarounds.
This has led to considerable pressure to implement the new tools as soon as possible. The new service management tools are modular and can be introduced using a phased implementation, although the IT department would prefer to introduce the complete solution as quickly as possible to address the functionality issues being experienced and to take advantage of new features. The tools allow for remote support of desktop PCs, which will greatly improve the level of IT support and reduce costs.
However, to activate this functionality, software will need to be deployed to over 70, workstations across the organization. Business managers are nervous about this major implementation. The business is a global enterprise and some of the IT services are required 24 hours a day and seven days a week. The business cannot function without these services for more than two hours. There are some opportunities during the weekends for short periods of downtime to conduct essential maintenance. There has been some investment in gathering and storing support data in the existing tools although the accuracy and integrity of the data is suspect.
The value of this data needs to be considered before a decision is made to transfer the data into the new system. As the release and deployment manager, you need to consider how best to implement the new service management tools, while ensuring there is minimal disruption to the business.
Page 2 of 9 Version 6. An organization recently acquired another company that operates in a similar but complementary market. The company was acquired because of its expertise in an emerging market. A business team in the acquired company uses an IT service that is supported by technology that is new to the parent company.
The parent company and the acquired company are in different towns 25 miles apart and while there are no plans to merge the two premises, the organizational structure of the companies will be merged.
The parent company employs 1, staff in total and staff in IT. The acquired company employs staff in total and 10 staff in IT. The two IT departments will be integrated into a single organization structure.
Management requires that there should be minimal impact upon service provision as a result of the integration. The IT department of the parent company is divided into technical, application and IT operations management functions that are organized into a number of specialized teams.
In addition, there is a service desk which is well managed and uses established incident management and problem management processes. The processes ensure that incidents and problems are escalated to the correct technical teams. This is essential as many services rely on specialized technology where only certain staff members have the required skill to resolve issues. The service desk works with IT operations management to provide IT support 24 hours a day and seven days a week.
Shift hand-over meetings and an integrated service management tool ensure continuity of support. The current situation is that all services from both companies, including the specialized IT service from the acquired company, have been integrated into the service catalogue.
All services in the service catalogue will be used at both sites. The systems and networks have been integrated to support this. Page 3 of 9 Version 6. You are the IT operations manager for a large utility company that provides electricity to four cities. IT service failures have recently caused power outages to small sections of these cities.
Some of these systems are not located in the data centre. The chief executive officer CEO is concerned that the situation is deteriorating. The CEO also recently announced that to remain competitive, the company is launching a new energy trading business in nine months.
The CIO needs to act urgently to prevent further failures and to challenge the proposed outsourcing model, as this would result in spending restrictions on an already limited budget. The CIO has asked you to formulate an approach to deal with this.
Page 4 of 9 Version 6. In an ongoing effort to protect its designs and unique manufacturing processes, a rapidly-growing product manufacturer made the decision to limit access to certain areas of the corporate headquarters and manufacturing facility.
To accomplish this, an electronic access control system was implemented and card readers were installed in areas such as research and development, the product testing lab, the manufacturing floor, the executive offices, and the accounting and human resources departments. Employees who work in these areas have been given badges that enable them to open the doors.
In the days following the installation of the card readers, security guards repeatedly found the doors to these areas propped open, both during and after normal business hours.
An investigation discovered that IT staff members were leaving the doors propped open so that they could work on incidents, complete installation projects, and work in equipment rooms located in the secure areas. It was also discovered that IT had spare equipment in locked storage rooms within the secure areas. IT staff were warned against leaving the doors open and told to knock and wait for an employee who could let them in and accompany them. IT support work was delayed as there were times when there were no employees available to grant access and IT staff had to wait for a security guard.
A suggestion to move the equipment located in the storage rooms was rejected, as the cost to do so would have been significant and the suggestion did not address the fact that IT staff had a legitimate need to access these areas.
In addition, an outside contractor handles some desktop support issues. Page 5 of 9 Version 6. You are the director of service management for an organization that has recently acquired a small subsidiary. The subsidiary is actually more advanced than your own in terms of IT service management maturity. The subsidiary organization has a very effective service desk in place, very mature incident management and problem management processes, and is using automated support tools that are well liked by all concerned.
Your own organization has been struggling to implement a new service desk coincidentally using an earlier release of the same support tool and has also encountered a lot of criticism both from the IT users and from the various IT support groups. The users feel that the service desk is not really contributing anything and is in fact an obstacle to them reaching the correct technical people quickly enough.
The IT support groups feel threatened by the introduction of the service desk and are not providing the necessary buy-in or support for the service desk. As a result many incidents are not logged and so resolution targets are being missed, metrics are grossly distorted, and identified solutions and workarounds are not being captured.
Page 6 of 9 Version 6. A technology company relies on many IT services for the design, manufacturing, marketing and sales of its products and services. The general perception of the IT department is good, but there is much room for improvement. Incident management is well established and service level targets for resolving incidents are normally met. One area that has been highlighted by the users is the number of repeat incidents that occur and the time it takes to resolve the underlying cause.
In order to address the issue you have been appointed as the problem manager. Some attempts have been made in the past to distinguish between incidents and problems, but the results have been inconsistent.
This has caused the following issues:. Because of the ineffectiveness of the problem management process, the IT support effort is dedicated to managing incidents.
From your previous experience you understand the value that both reactive and proactive problem management activities can bring to an organization. However, because of the lack of root cause resolution the number of incidents is increasing. Senior management is very concerned that the situation may get out of control and wish you to take decisive action to resolve the issues as quickly as possible. Page 7 of 9 Version 6. An organization started to implement service management processes last year.
Many processes are operating well, including all of the service operation processes. Change management, service asset and configuration management and release and deployment management have been implemented. Many existing tools are used where possible. A recent review has identified the need to upgrade the service management toolsets to further improve the service management processes. The organization has identified a number of issues in service operation that they think can be improved by the addition of new tools:.
The organization only has a limited budget so must be careful to identify those areas that should be most urgently addressed. You have been asked to compile a list of tool features and requirements that will address these issues.
Page 8 of 9 Version 6. You are the service desk manager of a toy manufacturing company. It is a dynamic company that maintains its competitive advantage by responding quickly to trends in the toy market and fulfilling orders for toys in very short timescales. The company exercises careful control of its costs and requires the staff and business processes to be very flexible.
To support this flexibility the company regularly requires staff to change or share roles. This results in many requests to move or purchase IT equipment. There are also frequent requests to make changes to service access when users change roles. The company has many IT services that are required to support the business activities. As a result the IT department needs to respond quickly to service requests. You joined the company three months ago and until now the service desk has dealt with all requests as incidents, prioritizing them together with real incidents, including service outages.
You have been told that due to cost control no additional staff can be employed. So, you are in the process of planning to implement a request fulfilment process that will allow you to make better use of existing staff. The process will be initiated by service desk staff and will involve other support groups.
You are also planning to set up a self-help section of the intranet for users to select service requests from menu options. IT management is keen to increase the return on investment ROI of the integrated service management tool that was purchased and implemented one year ago.
ITIL Intermediate Certification Exam Questions and Answers
All rights reserved. All other trademarks are the property of their respective owners. Sign In or Register. Sign In Register. My training provider was Simplilearn and my experience with them was generally good. For an Indian company no offence they have amazing customer service. The training itself online was mediocre at best simple flash presentation with a guy reading every other paragraph from the core book.
Mark one answer: The desk is co-located within or physically close to the user community it serves The desk uses technology and other support tools to give the impression that multiple desk locations are in one place The desk provides 24 hour global support There is a single desk in one location serving the whole organization. Mark one answer: Informational, scheduled, normal Scheduled, unscheduled, emergency Informational, warning, exception Warning, reactive, proactive. QWhich process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? Mark one answer: Service level management Problem management Change management Event management. QWhich problem management activity ensures that a problem can be easily tracked and management information can be obtained? Mark one answer: Categorization Detection Prioritization Escalation. Mark one answer: Incidents must only be logged if a resolution is not immediately available Only incidents reported to the service desk can be logged All incidents must be fully logged The service desk decide which incidents to log.
ITIL®ITIL® Service Operation Sample Exam #2 ( PDFDrive.com )
Well, you have reached the right place. Mindmajix has listed the most advanced ITIL interview questions and answers for both freshers and experienced professionals on this page. This course will help you to achieve excellence in this domain. It helps businesses to achieve their mission with the best way to plan, manage, and deliver.
Objective: IT service providers implement ITIL processes to ensure their services are delivered in a customer-focused, quality-driven and economical way. This gives organizations more freedom to design tailor-made ITIL processes, in line with their specific requirements. But the arrival of ITIL 4, with its strong preference for reduced complexity and 'simple and practical solutions', provides an opportunity for a fresh start with leaner ITIL processes that are easier to use. We describe such a leaner set of 19 service management processes in the YaSM Wiki. Each of the five stages is focused on a specific phase of the service lifecycle:.
There are no prerequisites, except experience in an IT environment. An optional question exam is offered of which students must get 13 correct to pass. Choosing to study ITIL on your own saves money, but doesn't allow students to ask questions or gauge their comprehension or retention. Scheduling a review session and "exam cram" with a Knapp I. Students get an ITSMF V3 Pocket Guide and two sample exams to work from during class; there is no course binder, though a Foundations Binder can be ordered separately, along with additional sample exams.
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Он сам был своим партнером. Никакой Северной Дакоты нет и в помине. Энсей Танкадо - единственный исполнитель в этом шоу. Единственный исполнитель. Сьюзан пронзила ужасная мысль. Этой своей мнимой перепиской Танкадо мог убедить Стратмора в чем угодно. Она вспомнила свою первую реакцию на рассказ Стратмора об алгоритме, не поддающемся взлому.