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Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Which one of the following is NOT part of the service design stage of the service lifecycle?
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 areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
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 would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Which one of the following is the BEST description of a service level agreement (SLA)?
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
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
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 one of the following is the CORRECT set of steps for the continual service improvement 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'?
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Which statement should NOT be part of the value proposition for Service Design?
Which of the following BEST describes service strategies' value to the business?
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 process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Which one of the following statements about incident reporting and logging is CORRECT?
Which process is responsible for sourcing and delivering components of requested standard services?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
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?
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
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
What is the act of transforming resources and capabilities into valuable service better known as?
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?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Which of the following is NOT one of the five individual aspects of service design?
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?
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?
Within service design, what is the key output handed over to service transition?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
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
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
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 two processes will contribute MOST to enabling effective problem detection?
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
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
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
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 eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
Which of the following in NOT an objectives of the operations management function?
TESTED 29 Aug 2025