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Which service lifecycle stage supports the creation of a portfolio of quantified services?
Which of the following options is a hierarchy that is used in knowledge management?
Which one of the following is the BEST description of a relationship in service asset and configuration management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
The consideration of value creation is a principle of which stage of the service lifecycle?
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Which one of the following is the BEST definition of the term ‘service management’?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
What is a service delivered between two business units in the same organization known as?
Which of the following is NOT an objective of Continual Service Improvement?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Which one of the following activities does application management perform?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Which one of the following functions would be responsible for the management of a data centre?
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Which of the following is NOT one of the five individual aspects of service design?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
How many people should be accountable for a process as defined in the RACI model
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
TESTED 02 May 2024