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What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
How many people should be accountable for a process as defined in the RACI model
Which one of the following is the BEST definition of the term 'service management'?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
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
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
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 of the following identifies the purpose of service transition planning and support?
Which of the following statements MOST correctly identifies the scope of design coordination activities?
What is the PRIMARY process for strategic communication with the service provider's customers?
Which of the following is service transition planning and support NOT responsible for?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
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 process or function is responsible for monitoring activities and events in the IT infrastructure?
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Which process is responsible for low risk, frequently occurring, low cost changes?
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?
Which one of the following are the two primary elements that create value for customers?
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 type of record should you raise when a problem diagnosis is complete and a workaround is available?
Why is it important for service providers to understand patterns of business activity (PBA)?
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
The consideration of value creation is a principle of which stage of the service lifecycle?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
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 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?
TESTED 21 Nov 2024
