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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 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
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
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 one of the following functions would be responsible for the management of a data centre?
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 process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
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. ?
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 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'?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
Which process would you MOST expect to be involved in the management of underpinning contracts?
Which of the following BEST describes service strategies' value to the business?
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?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
With which process is problem management likely to share categorization and impact coding systems?
What is defined as "any change of state that has significance for the management of an IT service"?
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
Which process has the objective to identify changes to the customer environment that could
potentially impact the type, level or utilization of services provided?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
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
TESTED 18 Apr 2024