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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 of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
What guidance does ITIL give on the frequency of production of service reporting?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
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
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
The consideration of value creation is a principle of which stage of the service lifecycle?
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
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'?
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 of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
Which process is responsible for managing all service requests from users?
What BEST defines roles and responsibilities in relation to process and activities?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which one of the following is the BEST definition of the term ‘service management’?
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
In which document would you expect to see an overview of actual service achievements against targets?
Which one of the following is NOT an aim of the change management process?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Which one of the following is an objective of service catalogue management?
What are the categories of events described in the ITIL service operation book?
Which process is responsible for ensuring that appropriate testing takes place?
Which process is responsible for sourcing and delivering components of requested standard services?
Which of the following statements MOST correctly identifies the scope of design coordination activities?
Availability management is directly responsible for the availability of which of the following?
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
Which one of the following activities does application management perform?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which of the following is the BEST description of a centralized service desk?
Which one of the following functions would be responsible for the management of a data centre?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
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 function or process would provide staff to monitor events in an operations bridge?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?
What is a change of state that has significance for the management of a configuration item (CI)
called?
Which three types of metric support Continual Service Improvement (CSI) activities?
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
How many people should be accountable for a process as defined in the RACI model
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
How many people should be accountable for a process as defined in the RACI model?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Which of the following is NOT an objective of Continual Service Improvement?
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Which of the following BEST describes service strategies' value to the business?
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
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 statement should NOT be part of the value proposition for Service Design?
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which one of the following are the two primary elements that create value for customers?
Which one of the following includes four stages called Plan, Do, Check and Act?
Which of the following options is a hierarchy that is used in knowledge management?
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
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
TESTED 03 Dec 2024