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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 function or process would provide staff to monitor events in an operations bridge?
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 is NOT a responsibility of the service transition stage of the service lifecycle?
Which statement should NOT be part of the value proposition for Service Design?
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
Which of the following BEST describes service strategies' value 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 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 process is responsible for sourcing and delivering components of requested standard services?
Which one of the following provides the CORRECT list of processes within the service operation 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 options is a hierarchy that is used in knowledge management?
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
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which is an example of improving service utility using service management automation?
Which processes ensure the targets in the underpinning contracts are appropriate?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Which one of the following is the BEST definition of the term 'service management'?
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 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 are customers of IT services who do NOT work in the same organization as the service provider known as?
Which of the following is service transition planning and support NOT responsible for?
What is a service delivered between two business units in the same organization known as?
Which one of the following is the BEST description of a relationship in service asset and configuration 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
What is the PRIMARY process for strategic communication with the service provider's customers?
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
Availability management is directly responsible for the availability of which of the following?
What BEST describes an important principle of communication in service operation?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Which one of the following is the BEST definition of the term ‘service management’?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
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?
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
Which of the following is NOT one of the five individual aspects of service design?
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 BEST describes 'partners' in the phrase "people, processes, products and partners"?
Which one of the following can help determine the level of impact of a problem?
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Which process will regularly analyze incident data to identify discernible trends?
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
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?
How many people should be accountable for a process as defined in the RACI model?
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
What BEST defines roles and responsibilities in relation to process and activities?
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
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 most useful in helping to implement a workaround as quickly as possible?
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Why is it important for service providers to understand patterns of business activity (PBA)?
Which one of the following includes four stages called Plan, Do, Check and Act?
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
TESTED 17 May 2024