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Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which function or process would provide staff to monitor events in an operations bridge?
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 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
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
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 BEST describes service strategies' value to the business?
Which statement should NOT be part of the value proposition for Service Design?
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?
What is the name of the group that should review changes that must be implemented faster than the normal change process?
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
Which one of the following is NOT a valid purpose or objective of problem 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
Which of the following options is a hierarchy that is used in knowledge management?
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 are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
What is the PRIMARY process for strategic communication with the service provider's customers?
Which one of the following is the BEST description of a relationship in service asset and configuration management?
Which of the following is service transition planning and support NOT responsible for?
Which of the following identifies the purpose of service transition planning and support?
Which process analyses services that are no longer viable and when they should be retired?
What is a change of state that has significance for the management of a configuration item (CI)
called?
What BEST describes an important principle of communication in service operation?
TESTED 21 Nov 2024
