Cis 500 ucertify quiz: 9. service transition processes

CIS 500 UCERTIFY Quiz: 9. Service Transition Processes

Quiz: 9. Service Transition Processes, 1 of 53
Q: Items of information stored in the CMDB relating to a specific Configuration Item (CI) are called __________.

Methods

Components

Attributes

Features
Quiz: 9. Service Transition Processes, 2 of 53
Q: From the customer’s perspective, value consists of two primary elements. What are those elements?

Proposal and outcome

Service and service catalogue

Portfolio and service

Utility and warranty
Quiz: 9. Service Transition Processes, 3 of 53
Q: Which of these statements about asset management and configuration management is not true?

Configuration management information is held in a database called the configuration repository.

Asset management is concerned only with purchased items such as hardware and software.

Asset management considers the value of items, and configuration management considers the interdependencies between items.

Configuration management may include locations and documents
Quiz: 9. Service Transition Processes, 4 of 53
Q: Which of the following is required when major hardware or new software is installed?

Release Management

Service Level Management

Customer Management

Business Management
Quiz: 9. Service Transition Processes, 5 of 53
Q: Which of these statements best describes a configuration record?

Any resource or capability that could contribute to the delivery of a service

A service asset that needs to be managed in order to deliver an IT service

A set of attributes and relationships about a CI and stored in a configuration management database

Categorization of the CIs that make up the services
Quiz: 9. Service Transition Processes, 6 of 53
Q: Which of the following manages the relationship between all system components, including incidents, problems, Known Errors, changes, and release?

Configuration Management Database

Technical Service Catalogue

Accreditation body

Business Service Catalogue
Quiz: 9. Service Transition Processes, 7 of 53
Q: The service transition stage of the service lifecycle has a number of different processes.
Which of these is the process most concerned with the management of the whole approach to service transition?

Transition planning and support

Transition management and support

Change management

Service transition release and deployment

Quiz: 9. Service Transition Processes, 8 of 53
Q: Which of these statements about transition planning and support is/are correct?
1. Transition planning and support identifies and manages risks, in accordance with the risk management framework adopted by the organization.
2. Transition planning and support ensures that repeatable processes are adopted by all engaged in the transition.

1 only

2 only

Both

Neither
Quiz: 9. Service Transition Processes, 9 of 53
Q: Which of the following is a Configuration Item?

Documentation

An incident

A call

A process
Quiz: 9. Service Transition Processes, 10 of 53
Q: Which of the following is used by Service Desk to determine the impact of an error on the services?

Change Management Database

Capacity Management Database

Information Management Database

Configuration Management Database
Quiz: 9. Service Transition Processes, 11 of 53
Q: Which of the following processes is used to manage the service assets and Configuration Items for supporting other Service Management processes?

Incident Management process

Configuration Management process

Supplier Management process

Problem Management process
Quiz: 9. Service Transition Processes, 12 of 53
Q: Which discipline performs Planning, Implementation, Controlling, Status Accounting, and Verification activities?

Configuration Management

Capacity Management

Change Management

Financial Management
Quiz: 9. Service Transition Processes, 13 of 53
Q: SACM is a process that supports which of the following stages of the service lifecycle?

1. Service strategy
2. Service design
3. Service transition
4. Service operation
5. Continual service improvement

1, 3, and 5

1, 2, 3, 4, and 5

2, 3, 4, and 5

2, 3, and 4
Quiz: 9. Service Transition Processes, 14 of 53
Q: Which of the following is referred to as each update or upgrade of a Configuration Item?

Modify

Release

Upgrade

Change
Quiz: 9. Service Transition Processes, 15 of 53
Q: Which of the following enables the user to take a comprehensive view of changes in the IT sector?

Service Level Management

Customer Management

Release Management

Task Management
Quiz: 9. Service Transition Processes, 16 of 53
Q: Which process performs the Status Accounting function?

Configuration Management

Change Management

IT Financial Management

Incident Management
Quiz: 9. Service Transition Processes, 17 of 53
Q: Which of the following serves as a medium for communicating the information and sharing the knowledge?

Compliance

Baseline

Documentation

Configuration
Quiz: 9. Service Transition Processes, 18 of 53
Q: Which of the following is included by each configuration item?

Features

Catalogues

Components

Attributes
Quiz: 9. Service Transition Processes, 19 of 53
Q: Which of the following refers to the implementation of a group of related and compatible Configuration Items in to a batch?

Release Management

Incident Management

Capacity Management

Problem Management
Quiz: 9. Service Transition Processes, 20 of 53
Q: The release and deployment process covers a concept called early-life support. What is meant by early-life support?

Early-life support refers to the introduction of new processes into the operational environment, using service transition processes to ensure a complete integration of the new processes.

Early-life support refers to the handoff between service transition and service operation, ensuring support for the new or changed service in the initial stages of operation.

Early-life support refers to the end of the project lifecycle and the management of the post-implementation project review.

Early-life support refers to the step in the release and deployment process where the project team deliver the documentation of the infrastructure to the service management team
Quiz: 9. Service Transition Processes, 21 of 53
Q: Which of the following is NOT stored in the Definitive Media Library (DML)?

Software licenses

Backups of application data

Master copies of documentation

Master copies of software
Quiz: 9. Service Transition Processes, 22 of 53
Q: Which of the following is accountable for recording relationships between service components?

Service Asset and Configuration Management

Incident Management

Portfolio Management

Service Level Management
Quiz: 9. Service Transition Processes, 23 of 53
Q: Which of the following processes uses Status Accounting as its important part?

Incident Management

Change Management

Configuration Management

Financial Management
Quiz: 9. Service Transition Processes, 24 of 53
Q: Which model is used to deliver a view of the services, assets, and infrastructure?

Incident Model

Configuration Model

Problem Model

Change Model
Quiz: 9. Service Transition Processes, 25 of 53
Q: Which of these is the best description of the purpose of transition planning and support process?

To provide overall planning and coordination of resources for service transition

To provide planning for operational activities during release management

To provide planning for all designs in the service lifecycle

To provide coordination for all change management activities
Quiz: 9. Service Transition Processes, 26 of 53
Q: The knowledge management process maintains and updates a tool used for knowledge management. What is this system called?

The service management database

The service knowledge management system

The knowledge base for service management

The service management tool
Quiz: 9. Service Transition Processes, 27 of 53
Q: Which of the following is NOT a Configuration Management (CI) activity?

It identifies CIs for entry into CMDB.

It provides updates to CMDB.

It verifies CMDB accuracy.

It plans, designs, and manages Configuration Management Database
Quiz: 9. Service Transition Processes, 28 of 53
Q: Which of these statements is not a recommended part of a release policy?

A unique identification structure or naming convention to ensure releases can be easily identified and tracked

Definitions of the roles and responsibilities required for the management of the release throughout all its stages

Definition of the configuration management database naming convention

Use of the definitive media library for all software asset releases
Quiz: 9. Service Transition Processes, 29 of 53
Q: Which of these is not one of the phases of the release and deployment process?

Review and close

Deployment

Release and deployment planning

Verification and audit
Quiz: 9. Service Transition Processes, 30 of 53
Q: Which of the following behaves as the greatest contributor to the Configuration Management Database?

Change Management

Problem Management

Incident Management

Capacity Management
Quiz: 9. Service Transition Processes, 31 of 53
Q: Which of the following is used to define the scope of a Release?

Service Level Metrics

RACI

DHS

The DSL configuration
Quiz: 9. Service Transition Processes, 32 of 53
Q: Early life support is an important concept in the release and deployment management process. In which phase of the release and deployment process does early life support happen?

Release deployment and planning

Release build and test

Review and close

Deployment
Quiz: 9. Service Transition Processes, 33 of 53
Q: Which of the following are the MAJOR types of Service Asset?

Utility and Managements

Applications and Infrastructure

Resources and Capabilities

Services and IT Infrastructure
Quiz: 9. Service Transition Processes, 34 of 53
Q: Which of the following processes is used to handle Status Accounting?

Service Management

Change Management

Configuration Management

Financial Management
Quiz: 9. Service Transition Processes, 35 of 53
Q: Which of the following activities of Configuration management is used to define strategy, policy, scope, objectives, processes, and procedures?

Identification

Status Accounting

Management & Planning

Reporting
Quiz: 9. Service Transition Processes, 36 of 53
Q: In which of the following the statuses of changes are recorded?

Configuration Management Database

Definitive Software Library

Known error database

Change Database
Quiz: 9. Service Transition Processes, 37 of 53
Q: Which of the following has an objective to ensure the successful roll-out of releases?

Configuration Management

Release Management

Service Level Management

Customer Management
Quiz: 9. Service Transition Processes, 38 of 53
Q: Which of the following is NOT an example of a configuration item?

A company’s organization chart

A user manual

A systems update procedure

A unique ID code
Quiz: 9. Service Transition Processes, 39 of 53
Q: An important focus for the service lifecycle is the capture and management of knowledge relating to IT service provision. How does the process of knowledge management work in the service lifecycle?

Knowledge management is used solely in the service operation stage of the lifecycle to ensure that operation issues are managed efficiently.

Knowledge management is used across the lifecycle stages of continual service improvement and service operation to ensure that improvements are managed effectively.

Knowledge management is solely concerned with the transfer of knowledge when implementing new or changed services.

Knowledge management is used across the whole service lifecycle to ensure that appropriate knowledge is delivered to enable informed decision making.
Quiz: 9. Service Transition Processes, 40 of 53
Q: Which of the following has the responsibility to ensure that the back-out plans are practical?

Service Management

Release Management

Problem Management

Customer Management
Quiz: 9. Service Transition Processes, 41 of 53
Q: Which of the following processes makes sure that the group of changes in each release are compatible with each other?

Change Management process

Release Management process

Service Management process

Configuration Management process
Quiz: 9. Service Transition Processes, 42 of 53
Q: In which of the following a structured set of Release units can be defined?

A Request Model

A Release Package

The RACI Model

The PDCA cycle
Quiz: 9. Service Transition Processes, 43 of 53
Q: Which of the following releases covers only the elements of hardware and software CI that have altered?

Sigma Release

Semi Release

Delta Release

Full Release
Quiz: 9. Service Transition Processes, 44 of 53
Q: Which of these statements is not part of the purpose of the SACM process?

To identify service assets

To manage the changes to your service assets

To control the assets that make up your services

To capture accurate information about service assets
Quiz: 9. Service Transition Processes, 45 of 53
Q: Which of the following CANNOT be stored and handled by a tool?

Information

Data

Knowledge

Wisdom
Quiz: 9. Service Transition Processes, 46 of 53
Q: Which of these statements is not an objective of knowledge management?

To enable efficiency in the service provider and customer, by encouraging the reuse of information

To maintain a service knowledge management system

To improve the quality of decision making throughout the service lifecycle

To capture and maintain information about the assets that make up your services
Quiz: 9. Service Transition Processes, 47 of 53
Q: Which of the following is the configuration of a product or system established at a specific point in time, which captures the structure and details of a configuration?

Configuration baseline

Configuration file

Configuration item

Configuration tool
Quiz: 9. Service Transition Processes, 48 of 53
Q: Which of the following are the documents of Configuration Management?

Change records

Records of sell

Release records

Records of deficiencies
Quiz: 9. Service Transition Processes, 49 of 53
Q: Which of the following is a Configuration Item?

A process

An incident

Documentation

A report
Quiz: 9. Service Transition Processes, 50 of 53
Q: Which of the following activities is a Release Management responsibility?

Check illegal hardware computer devices within an organization

Register where all software version is available

Check illegal software on computers within an organization

Store the original versions of all authorized software within an organization
Quiz: 9. Service Transition Processes, 51 of 53
Q: Which of the following is NOT an attribute of hardware Configuration Item (Cl)?

Number of items

What it costs

A manufacturer’s serial number

A supplier’s part number
Quiz: 9. Service Transition Processes, 52 of 53
Q: The configuration management system (CMS) is composed of four separate layers. Which of these is the correct identification of those layers?

Presentation, configuration item, configuration database, knowledge model

Presentation, knowledge processing, configuration item, configuration database

Presentation, information integration, configuration item, data

Presentation, knowledge processing, information integration, data
Quiz: 9. Service Transition Processes, 53 of 53
Q: Which of the following is NOT a major CI type?

Accommodation

Purchase Order

Service Software

Documentation

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