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 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 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 is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
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
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?
Service transition contains detailed descriptions of which processes?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which areas of service management can benefit from automation?
1. Design and modeling
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 CANNOT be provided by a tool?
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following is an example of proactive problem management?
Why is it important for service providers to understand patterns of business activity (PBA)?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
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?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
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?
What is a RACI model used for?
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?
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
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
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 of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
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 does service metrics measure?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Which one of the following is an objective of release and deployment management?
Which process would you MOST expect to be involved in the management of underpinning contracts?
What are the categories of event described in the ITIL service operation book?
Which of the following statements MOST correctly identifies the scope of design coordination activities?
Which of the following are basic concepts used in access management?
Which process will regularly analyze incident data to identify discernible trends?
Where would you expect incident resolution targets to be documented?
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Which reason describes why ITIL is so successful?
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from 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 do NOT 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'?