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TESTED 23 Nov 2024
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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 would be performed by access management?
Which process is responsible for sourcing and delivering components of requested standard services?
What are the categories of events described in the ITIL service operation book?
Which process would you MOST expect to be involved in the management of underpinning contracts?
Which statement should NOT be part of the value proposition for Service Design?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Which one of the following is NOT part of the service design 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?
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Which process is responsible for discussing reports with customers showing whether services have met their targets?
The remediation plan should be evaluated at what point in the change lifecycle?
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
Which of the following statements BEST describes the aims of release and deployment management?
Which statement about the emergency change advisory board (ECAB) is CORRECT?
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?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
How many people should be accountable for a process as defined in the RACI model
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
How many people should be accountable for a process as defined in the RACI model?
Where should all master copies of controlled software and documentation be stored?
Which ITIL process is used to restore normal service operation as quickly as possible?
Which process has the following objective 'Establish new or changed services into supported
environments within the predicted cost, time and resource estimates'?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
The design of IT services requires the effective and efficient use of “the four Psâ€. What are these four Ps?
TESTED 23 Nov 2024