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Which one of the following is NOT part of the service design stage of the service lifecycle?
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
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Which process is responsible for ensuring that appropriate testing takes place?
Which of the following is service transition planning and support NOT responsible for?
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
What are the categories of events described in the ITIL service operation book?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which function or process would provide staff to monitor events in an operations bridge?
What are customers of IT services who work in the same organization as the service provider known as?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
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?
From the perspective of the service provider, who is the person or group that agrees their service targets?
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
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?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
The consideration of value creation is a principle of which stage of the service lifecycle?
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?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
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
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which one of the following functions would be responsible for the management of a data centre?
TESTED 29 Apr 2024