Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Which statement about the emergency change advisory board (ECAB) is CORRECT?

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 the BEST description of a centralized service desk?

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 one of the following functions would be responsible for the management of a data centre?

The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

Which areas are NOT measured by process KPIs?

1. Technology

2. Performance

3. Value

4. Compliance

Which statement about services is CORRECT?

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 CANNOT be provided by a tool?

Which of the following is an objective of business relationship management?

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Which process would you MOST expect to be involved in the management of underpinning contracts?

Availability management is directly responsible for the availability of which of the following?

Which one of the following do major incidents require?

What are the two MAJOR activities in problem management?

Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business

requirements?

Which reason describes why ITIL is so successful?

What are customers of IT services who work in the same organization as the service provider known as?

Which of the following is the best definition of IT service management?

Which of the following is an enabler of best practice?

Which of the following options is a hierarchy that is used in knowledge 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

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

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 one of the following do technology metrics measure?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

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 one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

How many people should be accountable for a process as defined in the RACI model?

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Who is responsible for defining metrics for change management?

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

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

Which of the following are valid parts of the service portfolio?

1. Service pipeline

2. Service knowledge management system (SKMS)

3. Service catalogue

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?