Question1: What are underpinning contracts used to document?
Question2: Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?
Question3: Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these
'Four Ps'?
Question4: Which of the following are included within Release and Deployment Models?
(1) Roles and responsibilities
(2) Template release and deployment
(3) Supporting systems, tools and procedures.
(4) Handover activities and responsibilities
Question5: Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
Question6: Which process monitors and improves the performance of the service transition stage of the service lifecycle?
Question7: What term describes actions taken to recover after a failed change or release?
Question8: Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
Question9: Which one of the following is NOT an objective of problem management?
Question10: What should the IT service continuity process primarily support?
Question11: The MAIN purpose of the Service Portfolio is to describe services in terms of?
Question12: Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Question13: What are the categories of event described in the ITIL service operation book?
Question14: Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Question15: Which of the following should NOT be a concern of Risk Management?
Question16: Which processes ensure the targets in the underpinning contracts are appropriate?
Question17: Which process is responsible for discussing reports with customers showing whether services have met their targets?
Question18: Which is a recommended response type to respond to either a threat or an opportunity?
Question19: Which statement BEST describes a service request?
Question20: Which of the following are CORRECT Service Design Aspects?
1. Service Solutions for new or changed services
2. Management policies and guidelines
3. Business requirements technology and management architectures
4. Process requirements technology and management architectures
Question21: Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Question22: Which of the following are objectives of Supplier Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
Question23: Why is it important for service providers to understand patterns of business activity (PBA)?
Question24: What is part of a configuration management system (CMS)?
1. Configuration records
2. Configuration management databases
3. Physical assets
4. Release plans
Question25: Which of the following is the BEST description of a Business Case?
Question26: Where are the details of core and enhancing services provided?
Question27: A Service Level Agreement is?
Question28: What are the categories of events described in the ITIL service operation book?
Question29: 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?
Question30: Which one of the following is NOT a characteristic of a process?
Question31: What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Question32: 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'?
Question33: What is the definition of an Alert?
Question34: 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
Question35: Which statement BEST describes the stakeholders in service management?
Question36: Which role is accountable for a specific service within an organization?
Question37: Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
Question38: The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
Question39: Which of the following BEST describes a problem?
Question40: Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Question41: What is the BEST definition of an internal service?
Question42: What is a service delivered between two business units in the same organization known as?
Question43: Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Question44: 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?
Question45: 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
Question46: Which process analyses services that are no longer viable and when they should be retired?
Question47: Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Question48: How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
Question49: In which of the following situations should a Problem Record be created?
Question50: Which is the BEST definition of a Configuration Item (CI)?
Question51: What is the entry point or the first level of the V model?
Question52: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question53: In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Question54: Which of the following is NOT defined as part of every process?
Question55: ITSM concepts are often described in the context of only one of these type.
Type I, type II and type III
Question56: What is the CORRECT definition of service management?
Question57: 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
Question58: Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?
Question59: Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?
Question60: What can be used to help determine the impact level of a problem?
Question61: What should a release policy include?
Question62: What is used to control a process?
Question63: Which of the following is NOT an objective of the Operations Management function?
Question64: Which statement about Service Level Agreements (SLAs) is CORRECT?
Question65: The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Question66: Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties
Question67: Which stage of the change management process deals with what should be done if the change is unsuccessful?
Question68: Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
Question69: Which of the following is the BEST definition of an Incident?
Question70: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question71: What are the two MAJOR activities in problem management?
Question72: "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
Question73: 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
Question74: Which process analyzes services that are no longer viable and determines when they should be retired?
Question75: Which of the following is NOT a purpose of Service Transition?
Question76: Which of the following statements is CORRECT?
Question77: Which of the following is NOT a valid objective of problem management?
Question78: The consideration of value creation is a principle of which stage of the service lifecycle?
Question79: Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
Question80: 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
Question81: Which of the following defines the level of protection in Information Security Management?
Question82: Which of the following is the correct definition of an outcome?
Question83: 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
Question84: Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
Question85: Which of the following is the best definition of IT service management?
Question86: What is the ITIL guidance relating to the closure of resolved incidents?
Question87: An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
Question88: Which service lifecycle stage provides the following values to the business?
Question89: Which one of the following is the BEST description of a service level agreement (SLA)?
Question90: There are four types of metrics that can be used to measure the capability and performance of processes.
Which of the four metrics is missing from the list below?
(1) Progress
(2) Effectiveness
(3) Efficiency
(4) ?
Question91: Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Question92: Which of the following statements BEST describes the aims of release and deployment management?
Question93: What guidance does ITIL give on the frequency of production of service reporting?
Question94: A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
Question95: In which document would you expect to see an overview of actual service achievements against targets?
Question96: Which of the following identifies the purpose of service transition planning and support?
Question97: What service could include a differentiation as an "excitement factor"?
Question98: Which statement about stakeholders is TRUE?
Question99: Which one of the following generates demand for services?
Question100: Which of the following BEST describes an operational level agreement (OLA)?
Question101: Which of these would fall outside the scope of a typical service change management process?
Question102: Which one of the following do technology metrics measure?
Question103: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
Question104: What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?
Question105: Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
Question106: Which of these statements about Service Desk staff is CORRECT?
Question107: Which of the following is an example of self-help capabilities?
Question108: Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
Question109: In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
Question110: How is the Service Catalogue used to add value to the service provider organization?
Question111: Which process would maintain policies, standards and models for service transition activities and processes?
Question112: Which is the correct definition of a customer facing service?
Question113: 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
Question114: Which of the following is NOT an example of Self-Help capabilities?
Question115: Which is one of the five aspects of service design?
Question116: What is the result of carrying out an activity, following a process or delivering an IT service known as?
Question117: Which one of the following is NOT an aim of the change management process?
Question118: Which service transition process provides guidance about converting data into information?
Question119: Which statement about Business Cases is TRUE?
Question120: Which is a reason why incident management interfaces with service level management?
Question121: Which one of the following do major incidents require?
Question122: Which is the correct combination of Service Management terms across the Lifecycle?
Question123: An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
Question124: Which one of the following are the two primary elements that create value for customers?
Question125: What MAIN factors are considered to assess the priority of an incident?
Question126: When should tests for a new service be designed?
Question127: Which one of the following does service metrics measure?
Question128: Which statement about the service portfolio is TRUE?
Question129: Which statement about the 'four Ps" of service design is CORRECT?
Question130: Which of the following is NOT an objective of Continual Service Improvement?
Question131: Which is used to assess business demand for services?
Question132: Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
Question133: Remediation planning is BEST described in which of the following ways?
Question134: Which of the following would NOT be contained in a release policy?
Question135: Which Functions are included in IT operations management?
Question136: Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
Question137: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question138: As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
(1) An internal service provider embedded within a business unit
(2) An internal service provider that provides shared IT services
(3) An external service provider
Question139: Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Question140: What is the definition of a service improvement plan (SIP)?
Question141: What are the two MAIN types of activity in problem management?
Question142: Which process is responsible for the availability, confidentiality and integrity of data?
Question143: Which describes a proactive trigger for problem management?
Question144: Which of the following statements is CORRECT?
(1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the lifecycle are concerned with the value of IT services
Question145: What is the primary focus of business capacity management?
Question146: Which of the following would commonly be in a contract underpinning an IT service?
(1) Marketing information
(2) Contract description and scope
(3) Responsibilities and dependencies
Question147: Which of the following activities are helped by recording relationships between Configuration Items (Cis)?
(1) Assessing the impact and cause of Incidents and Problems
(2) Assessing the impact of proposed Changes
(3) Planning and designing a Change to an existing service
(4) Planning a technology refresh or software upgrade
Question148: What are Request Models used for?
Question149: Which one of the following is the BEST definition of the term service management?
Question150: Which of the following is the CORRECT definition of a Release Unit?
Question151: In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
Question152: Which one of the following is a correct definition of a supplier category?
Question153: What BEST defines serviceability?
Question154: Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
Question155: Which is the BEST definition of a supplier?
Question156: What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Question157: What is the primary focus of component capacity management?
Question158: Which of the following should be available to the Service Desk?
(1) Known Error Data
(2) Change Schedules
(3) Service Knowledge Management System
(4) The output from monitoring tools
Question159: Which process is responsible for providing the rights to use an IT service?
Question160: Which of the following CANNOT be provided by a tool?
Question161: Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
Question162: Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
Question163: Which of the following is NOT a source of best practice?
Question164: What is IT Governance concerned with?
Question165: Which processes are responsible for the regular review of underpinning contracts?
Question166: Which one of the following statements is CORRECT?
Question167: How should entries in the CSI register be categorized?
Question168: Which of the following statement about the service owner is INCORRECT?
Question169: A single Release unit, or a structured set of Release units can be defined within:
Question170: Which process is used to compare the value that new services offer with the value of the services they have replaced?
Question171: Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
Question172: What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Question173: 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
Question174: Which process lists "Understanding patterns of business activity" as a major role?
Question175: Which is a definition of a risk cause?
Question176: What do customer perceptions and business outcomes help to define?
Question177: Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
(1) Risk assessment
(2) Testing of resilience mechanisms
(3) Monitoring of component availability
Question178: Which of the following form part of the five major aspects of service design?
1. Service solutions for new or changed services
2. Management policies and guidelines
3. Business and governance requirements
4. Technology architectures and management architectures
Question179: Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
Question180: Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Question181: Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Question182: Which process would you MOST expect to be involved in the management of Underpinning Contracts?
Question183: What should be documented as part of every process?
Question184: Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Question185: Which of the following BEST describes the purpose of access management?
Question186: Which of the following BEST describes service strategies value to the business?
Question187: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Question188: What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?
Question189: From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Question190: Access Management is closely related to which other processes?
Question191: Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Question192: Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Question193: Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
Question194: Where should all master copies of controlled software and documentation be stored?
Question195: What BEST describes the purpose of analyzing risk?
Question196: Which of the following is NOT an objective of request fulfillment?
Question197: Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
Question198: Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Question199: Service transition contains detailed descriptions of which processes?
Question200: What BEST describes the value of service design to the business?
Question201: 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
Question202: IT Service Continuity strategy should be based on:
(1) Design of the service technology
(2) Business continuity strategy
(3) Business Impact Analysis
(4) Risk assessment
Question203: Which two elements of financial management for IT services are mandatory?
Question204: 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
Question205: What is a characteristic of a process?
Question206: Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Question207: Identity and Rights are two major concepts involved in which one of the following processes?
Question208: 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
Question209: Which two processes will contribute MOST to enabling effective problem detection?
Question210: What three elements make up the Service Portfolio?
Question211: Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question212: Which one of the following is the BEST description of a service request?
Question213: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
Question214: 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 customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages
Question215: Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
Question216: Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Question217: Which statement about change management is CORRECT?
Question218: Who is responsible for defining metrics for change management?
Question219: What are sources of best practice?
Question220: Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
Question221: Which of the following statements correctly states the relationship between urgency, priority and impact?
Question222: What is the primary focus of the business management?
Question223: The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Question224: Which is NOT a sub-process of capacity management?
Question225: Which one of the following activities does application management perform?
Question226: Which of the following statements about processes is INCORRECT?
Question227: Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Question228: Which process is responsible for managing all service requests from users?
Question229: Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Question230: A plan for managing the end of a supplier contract should be created when?
Question231: Which of the following statements describes the objectives of service asset and configuration management?
1. To identify, control, report and verify service assets and configuration items (CIs)
2. To account for, manage and protect the integrity of service assets and configuration items
3. To establish and maintain an accurate and complete configuration management system
4. To document all security controls together with their operation and maintenance
Question232: Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
Question233: Which Function would provide staff to monitor events in an Operations Bridge?
Question234: In service design, which term describes services, technologies and tools?
Question235: Which of the following would be carried out as part of a post-project benefits review?
Question236: Which statement about the emergency change advisory board (ECAB) is CORRECT
Question237: Where would you expect incident resolution targets to be documented?
Question238: What is the PRIMARY process for strategic communication with the service provider's customers?
Question239: What BEST defines roles and responsibilities in relation to process and activities?
Question240: What is the CORRECT definition of service management?
Question241: Which is an objective of the service design lifecycle stage?
Question242: What is NOT within the scope of service catalogue management?
Question243: Which one of the following would NOT involve event management?
Question244: What does the continual service improvement (CSI) approach enable a business to achieve?
Question245: "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
Question246: Which one of the following includes four stages called Plan, Do, Check and Act?
Question247: Which of the following would NOT be a task carried out by the Request Fulfillment process?
Question248: How is a service delivered between departments of same organization classified?
Question249: Hierarchic escalation is BEST described as?
Question250: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Question251: What BEST describes the customers and users of an IT service provider?
Question252: Which of the following is an enabler of best practice?
Question253: Removing or restricting rights to use an IT Service is the responsibility of which process?
Question254: Which one of the following is NOT the responsibility of service catalogue management?
Question255: Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
Question256: What are the three service provider business models?
Question257: Which of the following is NOT an objective of the operations management function?
Question258: Which of the following BEST describes technical management?
Question259: The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
Question260: What BEST defines IT service management?
Question261: Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
Question262: Which one of the following is the purpose of service level management?
Question263: Access management is responsible for executing the policies that are defined in which process?
Question264: A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Question265: Which one of the following is the BEST description of a major incident?
Question266: Which of these is NOT a responsibility of Application Management?
Question267: The difference between service metrics and technology metrics is BEST described as?
Question268: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Question269: Which of the following combinations covers all the roles in Service Asset and Configuration Management?
Question270: What is most likely to cause a loss of faith in the Service Level Management process?
Question271: Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
Question272: The BEST processes to automate are those that are:
Question273: Which is NOT an example of a pattern of business activity (PBA)?
Question274: The group that authorizes changes that must be installed faster than the normal process is called the?
Question275: Defining the processes needed to operate a new service is part of:
Question276: Which of the following statements about processes is INCORRECT?
Question277: Which statement BEST describes the purpose of release and deployment management?
Question278: The BEST description of an incident is:
Question279: 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
Question280: What is the objective of Access Management?
Question281: Which is NOT an objective of the change management process?
Question282: Can service operation improve efficiency in the business operation by automating common routines?
Question283: Which BEST describes the purpose of the CSI register?
Question284: Which one of the following is NOT part of the service design stage of the service lifecycle?
Question285: Which is an objective of the design coordination process?
Question286: Which of the following statements is CORRECT?
Question287: Access management is responsible for implementing policies defined in which process?
Question288: What is the BEST description of a change proposal?
Question289: Which statements about best practice is MOST correct?
Question290: Which process is responsible for ensuring that appropriate testing takes place?
Question291: Which of the following sentences BEST describes a Standard Change?
Question292: A configuration model can be used to help
(1) Assess the impact and cause of incidents and problems
(2) Assess the impact of proposed changes
(3) Plan and design new or changed services
(4) Plan technology refresh and software upgrades
Question293: Which is NOT within the scope of service transition?
Question294: Which statement should NOT be part of the value proposition for Service Design?
Question295: Which of the following are responsibilities of a Service Level Manager?
(1) Agreeing targets in Service Level Agreements
(2) Designing the service so it can meet the targets
(3) Ensuring all needed contracts and agreements are in place
Question296: What type of improvement should be achieved by using the Deming Cycle?
Question297: What is the name of the group that should review changes that must be implemented faster than the normal change process?
Question298: Which of the following statements about processes is INCORRECT?
Question299: Which of the following are goals of Service Operation?
(1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business (2) The successful release of services into the live environment
Question300: Which statement about service review meetings is FALSE?
Question301: 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
Question302: What are the categories of event described in the UIL service operation book?
Question303: Which model delivers a view of the services, assets and infrastructure?
Question304: Which of these statements about resources and capabilities is CORRECT?
Question305: Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Question306: The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Question307: Which is the correct explanation of the 'R' role in a RACI matrix?
Question308: Which of the following is the BEST description of a service-based service level agreement (SLA)?
Question309: Which one of the following is an objective of release and deployment management?
Question310: What are the processes within Service Operation?
Question311: Which list includes information that would be collected when any incident is first logged?
Question312: Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
Question313: What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
Question314: Which one of the following is the BEST definition of reliability?
Question315: How does Problem Management work with Change Management?
Question316: Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
Question317: Which statement BEST represents the guidance on incident logging?
Question318: Which of the following would be defined as part of every process?
(1) Roles
(2) Activities
(3) Functions
(4) Responsibilities
Question319: Which of the following is NOT an objective of service transition?
Question320: Why is ITIL successful?
Question321: Which process would you MOST expect to be involved in the management of underpinning contracts?
Question322: Where are the details of core and enhancing service provided?
Question323: What is the Service Pipeline?
Question324: Which statement about internal customers is CORRECT?
Question325: Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution