Exact2Pass
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 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 services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
What are customers of IT services who work in the same organization as the service provider known as?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
What is a service delivered between two business units in the same organization known as?
Which process will regularly analyze incident data to identify discernible trends?
What guidance does ITIL give on the frequency of production of service reporting?
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
Which one of the following is NOT an aim of the change management process?
Which one of the following is an objective of service catalogue management?
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 is the BEST description of a centralized service desk?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which is responsible for the production of the service design package (SDP)?
Access management is responsible for implementing policies defined in which process?
How is a service delivered between departments of same organization classified?
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
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?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
Which of the following is NOT one of the five individual aspects of service design?
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'?
Which process would you MOST expect to be involved in the management of underpinning contracts?
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
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 one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?