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?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
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 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 NOT one of the five individual aspects of service design?
Which one of the following can help determine the level of impact of a problem?
Which of the following is NOT a valid objective of problem management?
Which one of the following is an objective of service catalogue management?
Which of the following statements BEST describes the aims of release and deployment management?
Hierarchic escalation is BEST described as?
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
What BEST describes the value of continual service improvement to the business?
What BEST describes the value of service transition to the business?
Which statement is CORRECT?
Which document shows a detailed analysis of business impact and benefits?
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Which one of the following is the BEST definition of the term ‘service management’?
What should a service always deliver to customers?
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 are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of these statements about resources and capabilities is CORRECT?
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Which one of the following is it the responsibility of supplier management to negotiate and agree?
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Why is it important for service providers to understand patterns of business activity (PBA)?
Which of the following is an objective of business relationship management?
Which of the following are basic concepts used in access management?
Which one of the following is NOT an objective of problem management?
Which one of the following would NOT involve event management?
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Which of the following is NOT an objective of service transition?
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 stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
Which one of the following is NOT part of the service design stage of the service lifecycle?
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 function or process would provide staff to monitor events in an operations bridge?
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 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