Question1: Which statement BEST describes the purpose of release and deployment management?
Question2: 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
Question3: What should a release policy include?
Question4: Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these
'Four Ps'?
Question5: Which one of the following is the purpose of service level management?
Question6: What is the primary focus of component capacity management?
Question7: Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Question8: Which is the correct combination of Service Management terms across the Lifecycle?
Question9: Which one of the following functions would be responsible for the management of a data centre?
Question10: Which of the following would NOT be contained in a release policy?
Question11: Which statement about Service Level Agreements (SLAs) is CORRECT?
Question12: Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
Question13: Which statement about internal customers is CORRECT?
Question14: In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Question15: How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
Question16: Which one of the following do major incidents require?
Question17: What BEST defines serviceability?
Question18: Which one of the following is NOT a characteristic of a process?
Question19: What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Question20: Which is an objective of the service design lifecycle stage?
Question21: Which statement about the known error database (KEDB) is CORRECT?
Question22: Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
Question23: In which document would you expect to see an overview of actual service achievements against targets?
Question24: What are the categories of event described in the ITIL service operation book?
Question25: Which of the following statements BEST describes the aims of release and deployment management?
Question26: Which one of the following are the two primary elements that create value for customers?
Question27: What is the BEST description of the purpose of the service operation stage of the service lifecycle?
Question28: Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
Question29: Which is an objective of access management?
Question30: The remediation plan should be evaluated at what point in the change lifecycle?
Question31: The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Question32: Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Question33: Which of the following statements about processes is INCORRECT?
Question34: Which of the following is NOT an objective of the operations management function?
Question35: Which of the following is service transition planning and support NOT responsible for?
Question36: 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
Question37: What is the BEST description of an external customer?
Question38: Which of the following is the CORRECT definition of a Release Unit?
Question39: Which is an objective of the design coordination process?
Question40: Which is the correct combination of items that makes up an IT service?
Question41: Which is used to assess business demand for services?
Question42: Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Question43: 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
Question44: What is the ITIL guidance relating to the closure of resolved incidents?
Question45: What BEST defines roles and responsibilities in relation to process and activities?
Question46: Which role is responsible for sponsoring, designing and change managing a process and its metrics?
Question47: What BEST describes an important principle of communication in service operation?
Question48: The Supplier Management process includes:
(1) Service Design activities, to ensure that contracts will be able to support the service requirements (2) Service Operation activities, to monitor and report supplier achievements (3) Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
Question49: Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Question50: Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
Question51: 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
Question52: 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?
Question53: What does the continual service improvement (CSI) approach enable a business to achieve?
Question54: Which statement about the service portfolio is TRUE?
Question55: Which CSI step would defining metrics be appropriate for?
Question56: Which function or process would provide staff to monitor events in an operations bridge?
Question57: What are sources of best practice?
Question58: Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"
Question59: 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 fulfilment process
Question60: Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
Question61: The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Question62: 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. ?
Question63: What term describes assurance that a product or service will meet its agreed requirements?
Question64: Which of the following would be defined as part of every process?
(1) Roles
(2) Activities
(3) Functions
(4) Responsibilities
Question65: 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
Question66: What is a RACI model used for?
Question67: In terms of adding value to the business, which one of the following describes service operation s contribution?
Question68: What term describes actions taken to recover after a failed change or release?
Question69: Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
Question70: Which of the following are benefits to the business of implementing Service Transition?
(1) Ability to adapt quickly to new requirements
(2) Reduced cost to design new services
(3) Improved success in implementing changes
Question71: Which one of the following is the BEST definition of the term service management?
Question72: Which of the following is the correct definition of an outcome?
Question73: Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
Question74: Which of the following is the best definition of IT service management?
Question75: Which of the following is the BEST definition of an Incident?
Question76: Which statement about stakeholders is TRUE?
Question77: 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
Question78: Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?
Question79: Which one of the following statements BEST describes a definitive media library (DML)?
Question80: Who owns the specific costs and risks associated with providing a service?
Question81: Which of the following do Service Metrics measure?
Question82: Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Question83: Which service transition process provides guidance about converting data into information?
Question84: The BEST description of the purpose of Service Operation is?
Question85: To add value to the business, what are the four reasons to monitor and measure?
Question86: The definitive media library is the responsibility of:
Question87: What BEST defines IT service management?
Question88: Hierarchic escalation is BEST described as?
Question89: The MAIN purpose of the Service Portfolio is to describe services in terms of?
Question90: Which Service Design process makes the most use of data supplied by Demand Management?
Question91: Which statement BEST represents the guidance on incident logging?
Question92: Which is the CORRECT list of metrics to support CSI activities?
Question93: How is a service delivered between departments of the same organization classified?
Question94: Which process would be used to compare the value that newer services have offered over those they have replaced?
Question95: What are the categories of events described in the ITIL service operation book?
Question96: Application Management plays a role in all applications. One of the key decisions to which they contribute is?
Question97: What BEST describes the value of service operation to the business?
Question98: Which of the following statement about the service owner is INCORRECT?
Question99: Which process is responsible for ensuring that appropriate testing takes place?
Question100: A Service Level Agreement is?
Question101: Where are the details of core and enhancing services provided?
Question102: 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
Question103: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question104: What are the two MAIN types of activity in problem management?
Question105: Which model delivers a view of the services, assets and infrastructure?
Question106: Which function is responsible for the closure of an incident record?
Question107: 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?
Question108: Which statement BEST describes the stakeholders in service management?
Question109: Which one of the following is NOT an aim of the change management process?
Question110: Which of the following statements about processes is INCORRECT?
Question111: What are the processes within Service Operation?
Question112: What should a service design package (SDP) be produced for?
1. A standard change
2. A minor change to a service
3. Removal of a service
4. A major change to a service
Question113: What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Question114: Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
Question115: What is the BEST definition of a definitive media library?
Question116: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Question117: Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Question118: A plan for managing the end of a supplier contract should be created when?
Question119: Which of the following is NOT an aim of the Change Management process?
Question120: 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?
Question121: Which of the following is the BEST description of a Business Case?
Question122: 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
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 does service metrics measure?
Question125: 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
Question126: Which of the following is NOT an objective of Continual Service Improvement?
Question127: One of the five major aspects of Service Design is the design of the service solutions. It includes?
Question128: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
Question129: With which process is problem management likely to share categorization and impact coding systems?
Question130: Which of the following statements correctly states the relationship between urgency, priority and impact?
Question131: Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?
Question132: Which of the following combinations covers all the roles in Service Asset and Configuration Management?
Question133: Which of the following BEST describes a Change Authority?
Question134: Which of these is NOT a responsibility of Application Management?
Question135: Which is the correct definition of a customer facing service?
Question136: Which of the following provides resources to resolve operational and support issues during Release and Deployment?
Question137: Which statement about change management is CORRECT?
Question138: Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
Question139: Which reason describes why ITIL is so successful?
Question140: What processes represent the scope of financial management for IT services?
Question141: Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
(1) Allocate roles and responsibilities to work on CSI initiatives.
(2) Measure and review that the CSI plan is executed and its objectives are being achieved.
(3) Identify the scope, objectives and requirements for CSI.
(4) Decision on implementation of further enhancement.
Question142: Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Question143: Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Question144: Which of the following statements about incident reporting and logging is CORRECT?
Question145: 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?
Question146: Which is NOT a purpose of a Product Description?
Question147: Where should all master copies of controlled software and documentation be stored?
Question148: Which one of the following statements about incident reporting and logging is CORRECT?
Question149: Which of the following CANNOT be provided by a tool?
Question150: Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
Question151: What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
Question152: Where would all the possible service improvement opportunities be recorded?
Question153: Which of the following statements is CORRECT?
Question154: What is the primary focus of business capacity management?
Question155: What is the primary focus of the business management?
Question156: 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?
Question157: Remediation planning is a key part of which process?
Question158: 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?
Question159: 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
Question160: Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
Question161: Which statement BEST describes the value of service strategy to the business?
Question162: Which of the following CANNOT be stored and managed by a tool?
Question163: Which of the following describes risk proximity?
Question164: Which is NOT a service desk type described in the ITIL service operation guidance?
Question165: Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
Question166: Which is one of the five aspects of service design?
Question167: Which is an example of improving service utility using service management automation?
Question168: Identify the input to the Problem Management process.
Question169: Which tool helps with defining accountability and responsibility within processes?
Question170: Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
Question171: 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?
Question172: 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
Question173: What are underpinning contracts used to document?
Question174: What is an objective of event management?
Question175: What are the three service provider business models?
Question176: 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
Question177: In service design, which term describes services, technologies and tools?
Question178: What is the entry point or the first level of the V model?
Question179: What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
Question180: Which of the following should NOT be a concern of Risk Management?
Question181: How does Problem Management work with Change Management?
Question182: Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
Question183: Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
Question184: Which process would you MOST expect to be involved in the management of Underpinning Contracts?
Question185: Which of the following is NOT defined as part of every process?
Question186: Which process is responsible for frequently occurring changes where risk and cost are low?
Question187: Which of the following BEST describes an operational level agreement (OLA)?
Question188: 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
Question189: Which is NOT an example of a pattern of business activity (PBA)?
Question190: Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Question191: Which one of the following is concerned with policy and direction?
Question192: 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
Question193: Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
Question194: Which process is responsible for low risk, frequently occurring, low cost changes?
Question195: 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
Question196: Which process or function is responsible for the Definitive Media Library and Definitive Spares?
Question197: Which of the following is NOT one of the five individual aspects of service design?
Question198: Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
Question199: Which process will regularly anal0yse incident data to identify discernible trends?
Question200: Which one of the following is it the responsibility of supplier management to negotiate and agree?
Question201: Which statement should NOT be part of the value proposition for Service Design?
Question202: From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Question203: Which is NOT within the scope of service transition?
Question204: Access management is responsible for executing the policies that are defined in which process?
Question205: What are the two MAJOR activities in problem management?
Question206: Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
Question207: Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?
Question208: Which one of the following is the BEST description of a service request?
Question209: Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Question210: Which ITIL process is used to restore normal service operation as quickly as possible?
Question211: What is the PRIMARY process for strategic communication with the service provider's customers?
Question212: The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
Question213: 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
Question214: 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
Question215: Which is the BEST definition of a Configuration Item (CI)?
Question216: Which process is responsible for providing the rights to use an IT service?
Question217: Which term describes if a service is fit for use?
Question218: When is it confirmed if a project's objectives have been achieved?
Question219: 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:
Question220: Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Question221: Which is the first step in the 7 Step Improvement Process?
Question222: When tan a known error record tie raised?
(1) At any time when it would be useful to do so
(2) After a workaround has been found
Question223: Which process analyses services that are no longer viable and when they should be retired?
Question224: In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?
Question225: Access management is closely related to which other process?
Question226: 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
Question227: Which of the following is concerned with fairness and transparency?
Question228: Which process analyzes services that are no longer viable and determines when they should be retired?
Question229: What BEST describes the value of service transition to the business?
Question230: Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
Question231: Which capacity management sub-process focuses on the management, control and prediction of the end- to-end performance?
Question232: What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
Question233: Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
Question234: Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Question235: What are customers of IT services who work in the same organization as the service provider known as?
Question236: Which of the following is NOT a benefit of using public frameworks and standards?
Question237: What is the type of notification that should be sent when a threshold has been reached, something has changes or a failure has occurred?
Question238: 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
Question239: Which three types of metric support Continual Service Improvement (CSI) activities?
Question240: Which stage of the change management process deals with what should be done if the change is unsuccessful?
Question241: Which of the following sentences BEST describes a Standard Change?
Question242: Which of the following statements is CORRECT?
Question243: Which of the following is NOT a valid objective of problem management?
Question244: Which Functions are included in IT operations management?
Question245: What is the definition of an Alert?
Question246: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Question247: Which of the following are aspects of Service Design?
(1) Architectures
(2) Technology
(3) Service Management processes
(4) Metrics
Question248: Which is a definition of a risk cause?
Question249: Which is an example of an internal customer?
Question250: Which is NOT an objective of the change management process?
Question251: Which of the following would NOT be a task carried out by the Request Fulfillment process?
Question252: Which one of the following is the BEST description of a relationship in service asset and configuration management?
Question253: In the phrase "People, Processes, Products and Partners". Products refers to:
Question254: Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
Question255: Which of the following is the BEST definition of an event?
Question256: Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Question257: A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk.
What should the service desk open?
Question258: Which is a reason why incident management interfaces with service level management?
Question259: Which of the following BEST describes a problem?
Question260: Which of the following BEST describes technical management?
Question261: The BEST processes to automate are those that are:
Question262: Which of the following is the BEST reason for categorizing incidents?
Question263: Service Acceptance criteria are used to?
Question264: The BEST description of the guidance provided by Service Design is?
Question265: Which one of the following is an objective of service catalogue management?
Question266: Which of the following questions does Service Strategy help answer with its guidance?
(1) How do we prioritize investments across a portfolio?
(2) What services to offer and to whom?
(3) What are the Patterns of Business Activity (PBA)?
Question267: Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
Question268: Which of the following questions does the guidance in service strategy help to answer?
(1) What services should we offer and to whom?
(2) How do we differentiate ourselves from competing alternatives?
(3) How do we create value for our customers?
Question269: 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
Question270: Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
Question271: Which is the CORRECT description of an outcome?
Question272: Which process is responsible for sourcing and delivering components of requested standard services?
Question273: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Question274: The difference between service metrics and technology metrics is BEST described as?
Question275: Which of the following are objectives of Service Design?
(1) Design Services to satisfy business objectives.
(2) Identify and manage risk.
(3) Design effective and efficient processes
(4) Design a secure and resilient IT infrastructure.
Question276: Where would you expect incident resolution targets to be documented?
Question277: What should be documented as part of every process?
Question278: What guidance does ITIL give on the frequency of production of service reporting?
Question279: What BEST describes the purpose of analyzing risk?
Question280: Customer perceptions and business outcomes help lo define what?
Question281: What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Question282: What is a characteristic of a process?
Question283: Which statement about Business Cases is TRUE?
Question284: 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
Question285: Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Question286: Which of the following statements MOST correctly identifies the scope of design coordination activities?
Question287: Which of the following models would be MOST useful in helping to define an organizational structure?
Question288: Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
Question289: 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"?
Question290: Which statement about the emergency change advisory board (ECAB) is CORRECT
Question291: The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
Question292: What is NOT within the scope of service catalogue management?
Question293: How many people should be accountable for a process as defined in the RACI model?
Question294: 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
Question295: Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
Question296: What is IT Governance concerned with?
Question297: Which of the following is the BEST description of a centralized service desk?
Question298: In which of the following should details of a workaround be documented?
Question299: Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
Question300: Which of the following statements about processes is INCORRECT?
Question301: Which one of the following activities does application management perform?
Question302: Which of the following is the best definition of service management?