What is the PRIMARY process for strategic communication with the service provider's customers?
Which of the following identifies the purpose of service transition planning and support?
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 Those that have been withdrawn from service
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
Which of the following are basic concepts used in access management?
Remediation planning is BEST described in which of the following ways?
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
Which of the following is NOT a valid objective of problem management?
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Which of the following is the correct definition of an outcome?
From the perspective of the service provider, who is the person or group that agrees their service targets?
The BEST description of an incident is:
Which one of the following are the two primary elements that create value for customers?
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
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 one of the following functions would be responsible for the management of a data centre?
Which function or process would provide staff to monitor events in an operations bridge?
Which one of the following activities does application management perform?
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
What is a RACI model used for?
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
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
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 CANNOT be provided by a tool?
Which areas of service management can benefit from automation?
1. Design and modeling
3. Pattern recognition and analysis
4. Detection and monitoring
What BEST defines IT service management?
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?
Which one of the following does service metrics measure?
Which of the following is NOT one of the five individual aspects of service design?
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 one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which one of the following is the BEST definition of the term ‘service management’?
Which is the correct definition of a customer facing service?
Which reason describes why ITIL is so successful?
Which one of the following is the BEST definition of the term 'service management'?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which statement should NOT be part of the value proposition for Service Design?
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
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