Which function or process would provide staff to monitor events in an operations bridge?
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 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
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 BEST describes technical management?
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 ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which role is accountable for the operational management of a process?
Who is responsible for defining metrics for change management?
How are groups, teams, departments and divisions classified?
What BEST defines IT service management?
What does the term “Wisdom” represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
Which Functions are included in IT operations management?
What is the best description of an external customer?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Which of the following is the best definition of IT service management?
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?
Which of the following is an enabler of best practice?
Which of the following is an objective of business relationship management?
Which one of the following do major incidents require?
What is the PRIMARY process for strategic communication with the service provider's customers?
Which one of the following is an objective of release and deployment management?
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 Those that have been withdrawn from service
Service transition contains detailed descriptions of which processes?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
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
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Which process would be used to compare the value that newer services have offered over those they have replaced?
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Hierarchic escalation is BEST described as?
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
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
Why is it important for service providers to understand patterns of business activity (PBA)?
The BEST description of an incident is:
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Which one of the following do technology metrics measure?
The consideration of value creation is a principle of which stage of the service lifecycle?
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?
What do customer perceptions and business outcomes help to define?
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 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 options is a hierarchy that is used in knowledge management?
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