DefinitionConfiguration management encompasses the technical and administrative activities concerned with the creation, maintenance, controlled change and quality control of the scope of work. Show
A configuration is the functional and physical characteristics of a product as defined in its specification and achieved through the deployment of project management plans. Definition from
APM Body of Knowledge 7th edition Asset controlConfiguration management can be regarded as an asset control and it is essential whether one or more versions of a deliverable is created. To implement configuration management, the project professional resources the following five activities:
Business information modelling (BIM)Business information modelling (BIM) is related to configuration management. Business information modelling involves the generation and management of digital representations of physical and functional characteristics of buildings and places. Building information models are digital files (often but not always in proprietary formats and containing proprietary data) which can be extracted, exchanged or networked to support decision-making regarding a building or other built asset. The key output of a well-controlled configuration management process is:
APM Body of Knowledge 7th editionThe APM Body of Knowledge 7th edition is a foundational resource providing the concepts, functions and activities that make up professional project management. It reflects the developing profession, recognising project-based working at all levels, and across all sectors for influencers, decision makers, project professionals and their teams. Buy from the bookshop You may also be interested inThe APM Learning portal is an online resource which provides members with access to digital guides, modules and other digital learning
resources as part of the membership benefit. Browse our popular project management 'What is ...?' topics for definitions, quick insights, view related case studies, research, blogs and glossary. Project – APM's official journal – is circulated quarterly for members only, and online for regularly updated news, blogs, opinions and insights for those in the project community. The APM Community is our online community platform that connects our members faster and easier than ever before. 1.What are the three types of metrics that an organization should collect to support Continual Service 2.Event Management, Problem Management, Access Management and Request Fulfilment are part of 3.Reliability is a measure of: 4.A single Release unit, or a structured set of Release units can be defined within: 5.What is a RACI model
used for? 6.Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? 7. Which of the following is an objective of Release and Deployment Management? 8. In which document would you expect to see an overview of actual service achievements against targets? 9. Which of the
following is the BEST definition of the term Service Management? 10. "Service Management is a set of specialized organizational capabilities for providing value to customers 11. Which of the following is NOT a
characteristic of a process? 12. Which of the following statements is CORRECT for every process? 13. Which of the following is NOT a purpose of Service Transition? 14. What is
the BEST description of the purpose of Service Operation? 15. When can a Known Error record be raised? 16. What is the BEST description of an Operational Level Agreement (OLA)? 17. Which of the following is the CORRECT definition of a Release Unit? 18. The BEST description of an Incident is: 19.
Which of the following BEST describes a Problem? 20. Implementation of ITIL Service Management requires preparing and planning the effective and efficient 21. What would be the next step in the Continual Service Improvement (CSI) Model after: 22. Order the following Continual Service Improvement (CSI) implementation steps into the correct 23. Which of the following activities are carried out in the "Where do we want to be?" step of the Continual 24. Which of the following do Service Metrics measure? 25. Understanding customer usage of services and how this varies over time is part of which process? 26. The MAIN objective of Service Level Management is: 27. Which processes review Underpinning Contracts on a regular basis? 28. Which of the following statements about the Service Portfolio and Service Catalogue is the MOST 29. Which role or function is responsible for monitoring activities and events in the IT Infrastructure? 30.
Consider the following list: 31. Service Transition contains detailed descriptions of which processes? 32. Which of the following statements is CORRECT? 33. Which of the following are included within Release and Deployment Models? 34. Major Incidents require: 35. Which of the following statements about Incident reporting and logging is CORRECT? 36. What is the BEST description of a Major Incident? 37. Which of the following statements
correctly states the relationship between urgency, priority and 38. Hierarchic escalation is best described as? 39. Which of the following is NOT an objective of Problem Management? 40. Which of the following BEST describes a Service Request? 41. Which of the following is NOT a valid objective of Problem Management? 42. Which of the following are Service Desk organizational structures? 43. Which Functions are included in IT Operations Management? 44. Which of the following CANNOT be provided by a tool? 45. Which of the following areas would technology help to support during the Service Lifecycle? 46. Within Service Design, what is the key output handed over to Service Transition? 47. What are the
three Service Provider business models? 48. What is the Service Pipeline? 49. What are the key processes within Service Operation? 50. Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and 51. At which stage of the Service Lifecycle should the processes needed to operate a new service be 52. Which Service Design process
makes the most use of data supplied by Demand Management? 53. Which of the following are objectives of Service Level Management? 54. Which process is responsible for discussing reports with customers showing whether services have met 55. Availability Management is directly responsible for the availability of which of the following? 56. Which of the following does the Availability Management process include? 57. Which process is responsible for managing relationships with vendors? 58. Where should performance information that supports the Capacity Management process be stored? 59. Which process contains the Business, Service
and Component sub-processes? 60. IT Service Continuity strategy should be based on: 61. Which of these should a change model include? 62. Which of the following BEST describes a Change
Authority? 63. The group that reviews Changes that must be installed faster than the normal Change process is called the: 64. Which of these would fall outside the scope of a typical service change management process? 65. Which of the following statements BEST describes the aims of Release and Deployment Management? 66. Which of these activities would you expect to be performed by a Service Desk? 67. Which of the following functions would be responsible for management of a data centre? 68. Which of the following is a PRIMARY concern of IT Governance? 69. Which of the following is the BEST definition of a Risk? 70. A Service Level
Agreement (SLA) is: 71. What are underpinning contracts used to document? 72. The Definitive Media Library and Definitive Spares are the responsibility of: 73.Which process is responsible for dealing with complaints, comments, and general enquiries from users? 74. What are Request Models used for? 75. What is the objective of Access Management? 76. A configuration model can be used to help 77.
Which of these is the BEST description of a release unit? 78. Which process
is responsible for monitoring an IT Service and detecting when the performance drops 79. Which of the following can include steps that will help to resolve an Incident? 80. Which process is responsible for low risk, frequently occurring, low cost changes? 81. Who is responsible for defining Key Performance Indicators (KPIs) for Change Management? 82. Who is responsible for ensuring that the Request Fulfilment process is being performed according to 83. Access Management is closely related to which other process?
84. Which of the following is NOT one of the five individual aspects of Service Design? 85. Which of the following activities is NOT a part of the Deming Cycle? 86. A Process Owner is responsible for which of the following? 87. Which of the following statements about the Service Owner is INCORRECT? 88. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be 89. Which of the following models would be most useful in helping
to define an organizational structure? 90. Which of the following is NOT the responsibility of Service Catalogue Management? 91. Which process would you MOST expect to be involved in the management of Underpinning Contracts? 92. Which of
the following are valid parts of the Service Portfolio? 93. Which of the following provides the primary guidance on what protection Information Security 94. Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? 95. What does a service always deliver to customers? 96. Who owns the specific costs and risks associated with providing a service? 97. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives? 98. Which of the following is MOST concerned with the design of new or changed services? 99. Which of the following are benefits that implementing Service Transition could provide to the business? 100. Which of the following is concerned with fairness and transparency? 101. Which of the following is a
responsibility of Supplier Management? 102. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)? 103. Which of the following would you expect to find in a contract for an underpinning service? 104. Where should details of a Workaround always be documented? 105.
Which of the following statements about processes is INCORRECT? 106. Which of the following are objectives of Service Design? 107. You are reviewing a presentation that will relay the value of adopting Service Design disciplines. 108. Which phase of the ITIL lifecycle provides the following benefit: 109. Which statement about Service Level Agreements(SLAs) is CORRECT? 110. A Known Error has been
raised after diagnosis of a Problem was complete but before a workaround 111. Which of the following are types of communication you could
expect the functions within Service Operation to perform? 112. Which of the following statements about communication within Service Operation are CORRECT? 113. Which of the following BEST describes the goal of Access Management? 114. Which of the following is the BEST description of a centralised Service Desk? 115. Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'? 116. Which
of the following should be considered when designing measurement systems, methods and metrics? 117. Match the following activities with the Deming Cycle stages 118. Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'? 119. Which of the following are objectives of Supplier Management? 120. Which is the BEST definition of a Configuration Item (CI)? 121. Which of the following should be available to the Service Desk? 122. Which of the following is NOT an objective of the Operations Management function? 123. How many people should be accountable for a process as defined in the RACI model? 124. Which areas of Service Management can benefit from automation? 125.
Which of the following do Technology metrics measure? 126. Outside of the core publications, which part of ITIL provides guidance in adapting good practice for 127. Effective Service Transition can significantly improve a service provider's ability to handle high 128. Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed
levels to business users and customers? 129. Gathering data, monitoring performance and assessing metrics in order to facilitate service 130. In terms of adding value to the business, which of the following describes Service Operation's 131. Looking for ways to improve process efficiency and cost effectiveness
is a purpose of which part of the service lifecycle? 132.Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 133. Customer perceptions and business outcomes help to define what? 134. Which of these recommendations is good practice for Service Level Management? 135. Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)? 136. Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)? 137. Which stage of the Change Management process deals with what should be done if the change is unsuccessful? 138. What body exists to support the authorisation of changes and to assist Change Management in the 139. Which statement about the Emergency Change
Advisory Board (ECAB) is CORRECT? 140. What type of baseline captures the structure, contents and details of the infrastructure and represents a set
of items that are related to each other? 141. Which of the following statements about Service Asset and Configuration Management is/are 142. Which of the following is the BEST description of a relationship in Service Asset and Configuration 143. What is the name of the area where the definitive authorized versions of all media Configuration Items(CIs) are stored and protected? 144. Where would you expect incident resolution targets
to be documented? 145. Which of the following should be documented in an Incident Model? 146. Which of the following would a Major Problem Review examine? 147. Which Problem Management activity helps to ensure that the true nature of
the problem can be easily traced and meaningful management information can be obtained? 148. Which of the following can help determine the level of impact of a problem? 149. Identify the input to the Problem Management process. 150. What are the two major processes in Problem Management? Which is the following is the best description of configuration management system?Configuration management is a systems engineering process for establishing consistency of a product's attributes throughout its life. In the technology world, configuration management is an IT management process that tracks individual configuration items of an IT system.
What is configuration management system?A Configuration management system allows the enterprise to define settings in a consistent manner, then to build and maintain them according to the established baselines. A configuration management plan should include a number of tools that: Enable classification and management of systems in groups.
Which of the following statement best describes the relationship between the change management and configuration management?Change management relates to changes related to the plan, process, and baselines, while configuration management deals with changes related to the product scope. The job of the project manager is to raise these requests and ensure that they are properly reviewed.
Which of following is configuration management?Configuration management (CM) is a systems engineering process for establishing and maintaining consistency of a product's performance, functional, and physical attributes with its requirements, design, and operational information throughout its life.
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