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TESTED 21 Dec 2024
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Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Which one of the following activities would be performed by access management?
What BEST defines roles and responsibilities in relation to process and activities?
Access management is responsible for implementing policies defined in which process?
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
In which document would you expect to see an overview of actual service achievements against targets?
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
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'?
The consideration of value creation is a principle of which stage of the service lifecycle?
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?
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
Which of the following is the BEST description of a centralized service desk?
Which one of the following activities does application management perform?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
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
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which of the following is NOT an objective of Continual Service Improvement?
Which one of the following is NOT a responsibility of the service transition stage 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 is the BEST definition of the term 'service management'?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
What are customers of IT services who work in the same organization as the service provider known as?
Which one of the following is the BEST definition of the term ‘service management’?
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 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 be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
TESTED 21 Dec 2024