In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
3. Power and cooling equipment
4. Recovery sites
Which processes are responsible for the regular review of underpinning contracts?
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 an objective of problem management?
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
What is the pre-authorized change known as?
What should be documented as part of every process?
What processes represent the scope of financial management for IT services?
Which statement about services is CORRECT?
Which of the following in NOT an objectives of the operations management function?
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?
What is the CORRECT definition of service management?
Third parties responsible for supplying goods or services that are required to deliver IT services is a
description of which stakeholder?
Which of the following correctly states the relationship between urgency, priority and impact?
Which statement about stakeholders is TRUE?
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
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?
Which of the following BEST describes the purpose of access management?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Which statement should NOT be part of the value proposition for Service Design?
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT 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
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
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
Which of the following is the BEST definition of a Risk?
Which of the following is the goal or purpose of service level management?
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
What are Request Models used for?
Which of the following is NOT an objective of the Operations Management function?
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. The output from monitoring tools
Contracts relating to an outsourced Data Centre would be managed by?
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"
Which of the following is the BEST definition of an Incident?
What is the entry point or the first level of the V model?
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
Service Acceptance criteria are used to?
One of the five major aspects of Service Design is the design of the service solutions. It includes?
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
What is the definition of an Alert?
Which is the first step in the 7 Step Improvement Process?
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
What is a service delivered between two business units in the same organization known as?
What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
Which of the following are types of service defined in ITIL?
A. 1 and 3only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
Which Functions are included in IT operations management?
Which process would maintain policies, standards and models for service transition activities and processes?
Which of the following statement about the service owner is INCORRECT?
The definitive media library is the responsibility of:
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 is NOT an example of Self-Help capabilities?
Which stage of the change management process deals with what should be done if the change is unsuccessful?
Which one of the following is the purpose of service level management?
Which process is responsible for providing the rights to use an IT service?
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
What are the categories of event described in the ITIL service operation book?
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which function or process would provide staff to monitor events in an operations bridge?
Which one of the following is the BEST definition of the term service management?
Which one of the following is NOT a valid purpose or objective of problem management?
Which statement about the emergency change advisory board (ECAB) is CORRECT?
Which of the following do Technology metrics measure?
Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities
2) Template release and deployment
3) Supporting systems, tools and procedures.
4) Handover activities and responsibilities
What are the two major processes in Problem Management?
A single Release unit, or a structured set of Release units can be defined within:
In the phrase "People, Processes, Products and Partners". Products refers to:
Which of the following should NOT be a concern of Risk Management?
Identify the input to the Problem Management process.